Date Received: 2021-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was awarded a grant or loan from the Hardest Hit program for {$50000.00} plus. I was never told of the correct amount from the Servicer nor was I explained where and how the money was appropriated. I wrote them numerous times and asked for an itemized account of how the money was distributed. I never got what I asked for however they gave me three different amount on three different times. The only account of the money was I was told my payment would be {$780.00} per month because of the grant. With in a few days the Servicer wrote me and told me my payments was raised. A few more days later they wrote me again and said my payment was raised again. a few more days they again wrote me saying the same thing. I wrote the CEO and told him no one was cooperating with me and we have a LAW against that. This is called a QUALIFIED WRITTEN REQUEST ( QWR ). I told them I was not going to pay the raised amount until I see why and if they had a legal right to raise my payments. The grant gave them {$25000.00} for all behind payment for escrow accounts I wrote the CEO more than five times. I have been paying the {$780.00} on time since the grant and they have messed up my credit and never sent me the requested material. I was told about 10 days ago they would send the requested material in thirty minutes but they never did. I had a lady name XXXX from HOPE on the line with me. This Company have messed up my credit with lies about not paying my notes on time ( enclosure ). I have been on time with all my payments. When I had this loan refinanced in 2007 the two men that handled the refinancing was not licensed in Oregon. The State nor the Servicers have done nothing about that. I found this out recently. Is this legal? I have wrote to the Government who gave me the grant but they only tell me to contact the State of Oregon. The State of Oregon start talking and all of a sudden the say let me call you back and the never do. One of the women I spoke to with the State of Oregon said she was the head person. I was told by an XXXX XXXX that this grant was not handled by the Laws of Oregon.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My son purchase a home 3 1/2 years ago. At some point New Res LLC took over the mortgage. In XX/XX/XXXX my son wanted to refinance the mortgage as the rates were lower. Since he was furloughed from work due to Covid-19 my husband and & were to cosign the loan. The paper work was submitted on XX/XX/XXXX. We were assigned a senior mortgage consultant who requested certain information which we supplied. On XX/XX/XXXX I contacted the consultant as to the status of the application and was advised the processors were very busy. I again contacted her on XX/XX/XXXX and received the same reply. On XX/XX/XXXX, we received an email that the loan application was conditionally approved. We had a new consultant and a new processor. They now asked for many additional documents. As we own multiple properties and vacant land the documentation list was outrageous. Nothing we own has a mortgage, we have no debt. The amount my son is looking to refinance is less than the value of our primary home. The company is looking for insurance on vacant land. This has become a nightmare. We provided some documentation. Our dividends and bank accounts can more than cover the refinanced amount. On XX/XX/XXXX, I contacted the processor who needed more information and the new XXXX tax return, plus things we already submitted. On XX/XX/XXXX we send additional information. On XX/XX/XXXX, I again sent an email & telephone call to the processor who said delay due to high volume. On XXXX same answer. On XX/XX/XXXX we received a Loan Commitment & Property Inspection Waiver disclosure to sign which we did and returned to the processor. Since then on XX/XX/XXXX & XX/XX/XXXX I contact the processor but receive no answer. This is totally unacceptable. this company needs to be investigated. Because we have assets we have been scrutinized to such an extreme level for everything we own. No refinancing should every take this long to complete.
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This compliant is filed against NewRez LLC XXXX # XXXX My husband and I applied to refinance our mortgage on Mon XX/XX/XXXX with NewRez our current lender and at this time Thur XX/XX/XXXX we are still waiting to hear on a closing date. The loan processor and the Loan officer have been unresponsive to phone calls and emails. There have been a number of staff requesting paperwork and with closing date being pushed from one month XXXX XXXX XXXX to the next and now there is no ETA at all. On their online customer platform XXXX ' there is still 1 open item dates back to XX/XX/XXXX asking for paperwork that have already been provided twice. Our loan application seem shuffled or lost in the pile. Manager should perform review of the work ; to control volume and aging populations. We also sent email and call to the Loan Manager and still no reply. There should be a special task force to drive aged applications to completion. Unprofessional work ethics. It is unacceptable to long this long, 9 months! I asked in my emails and calls : -what is still pending -close date -how to withdraw application Nothing. Loan Officer : XXXX XXXX - XXXX XXXX XXXX ) XXXX XXXX : XXXX XXXX - XXXX XXXX XXXX ) XXXX XXXX
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sold my home on XX/XX/2021. Later I received a call from the lender, NewRez Shellpoint Mortgage Services telling me the title/escrow company had not sent enough money to close the loan. I reached out to my escrow agent at XXXX XXXX XXXX and they double checked on the phone that they sent the amount in the Payoff they received. I forwarded on the information, and telephone number of the agent that called me from NewRez Shellpoint. They spoke one time and were suppose to receive additional documents. They never received anything and have continued to reach out to this agent with no reply. I have attempted to reach this agent with no reply. I am being charged around XXXX dollars interest a day. This amount left is on my credit report and potentially damaging my credit. I need this addressed. XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: OR
Zip: 97222
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am the current mortgagor of a property in Pennsylvania serviced by Shellpoint. On XX/XX/XXXX and XX/XX/XXXX, i received Notices from Shellpoint as a servicer for XXXX XXXX providing me with a notice of default and intent to accelerate due to my failure to make timely payments on my mortgage. Exhibit A. The Notices that Shellpoint sent to me, however, fail to comport with Sections 403 ( c ) ( 3 ) and 404 ( a ) of Pennsylvanias Loan and Interest Protection Law ( Act 6 ), 41 P.S. 101 et seq., because they fail to include statutory mandated language, including inter alia, that I had the right to cure my default and reinstate my mortgage at any time at least one hour prior to the commencement of bidding at a sheriff sale or other judicial sale. 41 P.S. 404 ( a ). As a result of Shellpoint and U.S. Banks violation of Section 403 ( c ) ( 3 ) of Act 6, everyone including myself are entitled to damages under Section 504 of Act 6. Muir v. AM Sols., LLC, No. 18-729, 2019 U.S. Dist. XXXX 129089, at *38 ( E.D . Pa. Aug. 1, 2019 ). Further, the Notices that Shellpoint sent to myself and anyone else in pa violate 1692e ( 5 ), ( 10 ) and Section 1692g of the Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692 et seq., and Sections 2270.4 ( a ) and ( b ) ( 5 ) ( v ) of the Pennsylvania Fair Credit Extension Uniformity Act ( FCEUA ), 73 Pa. Stat. 2270.1, et seq., because Shellpoint : ( 1 ) Threatens to foreclose based on noncompliant Notices ; ( 2 ) Uses deceptive means to collect a debt based on noncompliant Notices ; and ( 3 ) Fails to include a debt validation disclosure in the Notices. As a result of Shellpoint and U.S. Banks violations of the FDCPA and FCEUA, my patty thinks im also entitled to damages pursuant to Section 1692k of the FDCPA and Section 2270.5 of the FCEUA, as enforced under Section 201-9.2 of Pennsylvanias Unfair Trade Practices and Consumer Protection Law ( UTPCPL ), 73 P.S. 201-1, et seq. See e.g., Hall v. Nationstar Mortg., LLC , 255 F. Supp. 3d 625, 634 ( E.D. Pa. 2015 ) ( Denying Defendants motion for summary judgment in a class action alleging that their defective Act 6 notices constituted a violation of the FDCPA. ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19014
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mother died been paying mortgage said not paid, Have proof of everything, and faxed to them several times,, pymts have been paid, and never late, Attorney gave me your number,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have made multiple calls and emailed NewRez regarding their double payment of my tax payment which has caused a significant shortage on my escrow account. Although it is clearly documented in their records that this was double paid on XX/XX/2021. XXXX has confirmed on my initial phone call that this was their error and a refund/credit needed to be obtained. I was initially informed this should be resolved PRIOR to my required XXXX payment, but it has not been resolved. On each inquiry I receive a brief letter indicating that " we are working to gather the requested information and will forward it to you as soon as possible ''. On my phone calls I am told that I must pay the full payment amount including the additional ( approximate XXXX {$300.00} escrow " shortage '' that shows because of their error. I understand errors are made, but I should not have to pay for them while the company take 12 weeks to correct them. I have asked that these amounts as well as any additional fees or interest being charged be credited to my account. I have received no official response on that request. I phoned again today and was informed that the new resolution date is anticipated to be XX/XX/2021, which is a good 6 weeks beyond the initial resolution date, for an error I did not make. I am hoping CFPB can assist me in resolving this issue and obtaining credit to my account as soon as possible so that I do not need to continue paying and additional several XXXX dollars per month to cover their error. Thank you, XXXX I have made multiple calls and emailed NewRez regarding their double payment of my tax payment which has caused a significant shortage on my escrow account. Although it is clearly documented in their records that this was double paid on XX/XX/2021. XXXX has confirmed on my initial phone call that this was their error and a refund/credit needed to be obtained. I was initially informed this should be resolved PRIOR to my required XXXX payment, but it has not been resolved. On each inquiry I receive a brief letter indicating that " we are working to gather the requested information and will forward it to you as soon as possible ''. On my phone calls I am told that I must pay the full payment amount including the additional ( approximate XXXX {$300.00} escrow " shortage '' that shows because of their error. I understand errors are made, but I should not have to pay for them while the company take 12 weeks to correct them. I have asked that these amounts as well as any additional fees or interest being charged be credited to my account. I have received no official response on that request. I phoned again today and was informed that the new resolution date is anticipated to be XX/XX/2021, which is a good 6 weeks beyond the initial resolution date, for an error I did not make. I am hoping CFPB can assist me in resolving this issue and obtaining credit to my account as soon as possible so that I do not need to continue paying and additional several XXXX dollars per month to cover their error. Thank you, XXXX
Company Response: Company believes complaint is the result of an isolated error
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Exhibit 1 shows, on XX/XX/XXXX my spouse and myself mailed SHELLPOINT MORTGAGE SERVICING a certified dispute letter requesting the following : original contract, alleged account number, was this debt assigned to a debt collector or purchased?, amount paid if debt was purchased, commission for debt if collection efforts are successful. Per certified mail receipt the dispute letter was received on XX/XX/XXXX. In response to the dispute letter, SHELLPOINT MORTGAGE SERVICING responded with a letter dated XX/XX/XXXX, not contract, as you can see in Exhibit 2. The letter does not show any signatures to jusify an agreement. Exhibit 3 shows on XX/XX/XXXX my spouse and myself mailed a second notice ( certified mail ) to SHELLPOINT MORTGAGE SERVICING requesting the original contract, original creditor, as well as an audit trail. Per Exhibit 2 SHELLPOINT MORTGAGE SERVICING states the loan was transferred to them on XX/XX/XXXX. My spouse nor myself haven't approved any transfer, and now we are requesting the above information to prove that we are not victims of identity theft. Myself nor my spouse signed a contract with SHELLPOINT MORTGAGE SERVICING, therefore we do not owe any debt to SHELLPOINT MORTGAGE SERVICING. On XX/XX/XXXX ( Exhibit 4 ) my spouse and I received yet another letter from SHELLPOINT MORTGAGE SERVICING, stating that the alleged loan is delinquent. Also in this letter, they refer to my spouse and myself as the " Borrowers, '' which we are not. Per Title 15 USC 1692d XXXX Practice- SHELLPOINT MORTGAGE SERVICING continues to send my spouse and myself letters stating that we are delinquent on alleged account but have not furnished us with the original contract, therefore this is considered harassment. Per 1692e ( 6 ) False or Misleading Representation in Communications- ( 6 ) The false representation or implication that a sale, referral, or other transfer of any interest in a debt shall cause the consumer to ( A ) lose any claim or defense to payment of the debt ; or ( B ) become subject to any practice prohibited by this subchapter. Per Exhibit 2 SHELLPOINT MORTGAGE SERVICES state the loan was transferred to them on XX/XX/XXXX, now they are attempting to hold my spouse and myself responsible. It is also false and misleading to send statements in the positive amount but accuse us of being delinquent on an account. Per 1692e ( 10 ) The use of any false representation or deceptive means to collect or attempt to collect any debt or to obtain information concerning a consumer. It is deceptive to state that my spouse and myself are in debt with SHELLPOINT MORTGAGE SERVICING without providing us with a contract binding us with SHELLPOINT MORTGAGE SERVICING. Per 1692e ( 8 ) Communicating or threatening to communicate to any person credit information which is known or which should be known to be false, including the failure to communicate that a disputed debt is disputed. As of today, there is no information listed on the 3 main Credit Reporting Agency 's stating that my spouse and myself are in a dispute with this company, when dispute letter was received on XXXXPer 1692h- Multiple Debts- If any consumer owes multiple debts and makes any single payment to any debt collector with respect to such debts, such debt collector may not apply such payment to any debt which is disputed by the consumer and, where applicable, shall apply such payment in accordance with the consumers directions. My spouse and myself are in a dispute with this company, but yet they are harassing us for a payment.1692g ( b ) Disputed debts- we have contacted SHELLPOINT MORTGAGE SERVICING via certified letter informing them that this account is being disputed and have requested for the debt to be validated. Our Consumer Rights have been violated per each US Code listed above.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TN
Zip: 37128
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to refinance a mortgage loan with this company and I keep getting referred to a different loan processor every month to take care of processing the loan. The mortgage loan is currently in forbearance and NewRez LLC is continuing to collect interest on the loan, but they are prolonging my refinancing process. I have been trying to get the loan refinanced over six months up to this date.
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NEW REZ XXXX DBA Shellpoint Mortgage ) has committed fraud in refusing to process our loan payoff. We paid off our loan on XX/XX/2021. They stated that processing would be completed within 30 days. I contacted Customer Service department on XX/XX/XXXX XXXX 30 days XXXX. XXXX XXXX said that the loan processing would take up to 90 days, not 30 days. He would not allow me to talk with the Loan Servicing department which had send the email with the assurance of 30 day processing. I was alarmed by this tactic and after many attempts to find out how to proceed, he finally gave me an email address to contact the Loan Processing department. I then sent email ( attached ) asking the the loan payoff be processed according to the agreed upon 30 days. I have not received any response to my request. NEW REZ is failing to completed processing our loan payoff and committing fraud in so doing. Further, note that XXXX XXXX provided me an unrecorded letter notarized on XX/XX/2021 showing satisfaction of security instrument. NEW REZ is committing fraud in failing to process our loan payoff.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A