Date Received: 2021-05-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX. My property address is XXXX XXXX XXXX XXXX NY XXXX Before Pandamic, Everything was going fine until the Tenants stop paying rent from XX/XX/2020, I have to go towards Forbearance plane which my mortgage company ( Shellpoint MTG ) was offering.I was in continuous negotiations with them and they left my house without paying me anything. I started making payments to mortgage from my pocket {$2500.00} where actual payment was {$3300.00} a month I have not able to work more hours yet and when i tried to talk to them about Loan Modification, The Representative named XXXX is telling me that they cant do anything about it And i have to pay {$3500.00} now and i am not qualified for ( Loan Modification ) company https : //www.shellpointmortgageservicing.com/ # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11102
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I had a mortgage on a property which we are selling and is currently under a XXXX XXXX XXXX which was signed on XX/XX/XXXX XXXX XX/XX/XXXX XXXX sent to NewRez, holder of the mortgage a check in the amount of {$120000.00} via Registered mail to cover the total amount outstanding as per their " pay Off '' statement sent by NewRez date XXXX XXXXWe received from NewRez a letter dated XXXX XXXX saying that they had applied to the payoff of the loan the payment sent, and that " As of that date your payment has been paid in full ''. They also included a statement of our payment history. Since then I have been on constant communication with NewRez in writing and verbally by telephone requesting that they send me the documents cancelling the mortgage and the cancelled original mortgage documents. To date I have NOT received the documentation requested but only various letters all of which state ; " We are working to gather the requested information and will forward it to you as soon as possible '' The first such letter was dated XXXX XXXX and the latest dated XX/XX/2021. The XXXX XXXX XXXX has had to be extended twice beyond its original expiration date due to the missing Mortgage Cancellation Documents, and NewRez has NOT given any reason for their delay in providing what we have requested and which we need to go to a closing on the sale of our property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been dealing with NewRez and their errors and discrepancies with my taxes and other fees for over a year now. I have tried on numerous occasions to work with NewRez on staying up to date on my account, however, their customer service and their payment and mortgage practices are misleading, they make careless mistakes and try to blame the customer, they don't have a viable or productive way to communicate and their practices are borderline suspect. In the beginning of XXXX XXXX I started to see that my mortgage statement had decreased from {$1400.00} to XXXX ( these are rounded ). I was unsure as to what happened, because, I did NOT receive ANY correspondence so I called New Rez. I was told that they overpaid my taxes and that is why they lowered my mortgage amount. That was the only explanation I received and I had never heard of such a think. So, honestly, I didn't really understand why it was overpaid, but, figured at that time okay well if I overpaid then it will adjust. Fast forward to XX/XX/XXXX and my mortgage is increased to {$1700.00}. Again, I am wondering what is going on. Now my payment has gone up? So, I call NewRez in mid XXXX and they tell me that they overpaid my taxes last year and sent me a check and realized that this was an error. I said, well I NEVER received a check. I mean, doesn't NewRez check it's accounting to see what checks haven't/have cashed annual. If so, why would I be penalized for this? So, I was told they would investigate it, but, they didn't have any way to update me about it and I would have to call back. So, I call back a week later and still no updates. I call back 14 days later and they tell me oh, yes, we have credited your escrow account. We found the check wasn't cash. So, I ask well was someone going to tell me? I ended up paying the increased amount in XXXX, which I truly COULD NOT afford to because I wanted to stay in good standing. If they knew that they credited the account then shouldn't my mortage statment been updated to the correct mortgage amount. Then I was told that they couldn't change it without doing an escrow anaylsis ( i believe that's what they called it. ) I was very confused, but, the customer service rep told me that this was the best way to do this. Me assuming that this would at least get my XXXX statement updated. A week goes by and I call, because NEWREZ does not have system in place to notify customers about their errors being fixed, but, definitely can notify you when you don't make your payment. I call again and they tell me that the escrow analysis has been done, but, my statement won't update until XXXX. So, I am expected to pay the increased amount another month. This is definitely not a fair practice. I asked whey couldn't they update the statement for XX/XX/XXXX. I was told they had to adjust for the following statement and they just do what NewRez tells them to do. With everything that is going on, I am not trusting this mortgage company. NewRez has decreased and increased and now increased my mortgage statement again. There ' s NEVER any communication. There's NEVER an apology. There's NEVER let me see how we can fix this. I am worried that they are using unfair practices to inflate my mortgage. They are being deceptive and I am left in the dark and forced to make payments, to keep myself in good standing but I don't have a company that keeps their reporting in order. The last thing is now my mortgage has gone up. So, they are telling me my mortgage has gone up due to my analysis. But, then I was told that the increased mortgaged I paid in XXXX they will submit a refund, I asked why would they submit a refund if my new mortgage is {$1500.00}. So, that they can then come back and say they made an error in submitting it and make me pay it again. I am very concerned about NewRez practices with my mortgage and their lazy customer service. This has been a very stressful time and I worked hard not to get behind on my payments and NewRez is making it very difficult for me.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90034
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Three weeks ago I recieved notice from Tennessee Farm Bureau that they had not received payment from Shellpoint Mortgage for my Home insurance and the policy had cancelled. I am escrowing and this policy was the responsibility of Shellpoint Mortgage Servicing. I called Shellpoint and when I asked their agent why the policy was not paid she gave an answer that made no sense. She said that the policy was not set up in their system to 'auto renew '. All of my policies auto renew. I've owned my home since XXXX and I've never had to explicitly tell the mortgage servicer if the policy auto renewed or not. Shellpoint is a new mortgage servicer. My loan was transferred to them around XX/XX/XXXX. The agent then apologized and said she would make sure the payment was expedited. I was able to three-way the call with my insurance company and the Shellpoint agent, who after speaking with her manager, came back to the phone and proceeded to tell both the agent and myself, that she would expedite payment and she took the address from my agent to expedite the payment. I thought the matter was resolved. I later learned that Shellpoint did not send the payment as their agent had promised ( with no notification to me ) and that Shellpoint continued to steadfastly refuse to make the payment, allowing my insurance policy to remain cancelled. Yesterday I recieved an email from the insurance company stating they never recieved payment. I then called Shellpoint Mortgage back and spoke to a different agent. The agent stated that they did not make payment and would not be making payment because home insurance was not something they paid. They paid the very first policy. But for some inexplicable reason decided to no longer pay my insurance policy. However I am escrowing for this policy to be paid. At this time shellpoint had put me in their hazard insurance and was evidently preferring to keep me in their sky high hazard insurance while refusing to pay my policy. The agent never did explain how to get the matter resolved. The first agent who said she would pay the policy evidently never put notes detailing our conversation either. I asked to speak with a manager. I spoke with XXXX XXXX. She said she did not know why my insurance policy was not paid and that the insurance dept was closed. She told me to 'call back '. I requested she have someone call me back. She refused. She said they could not request call backs. I need my insurance policy paid. After multiple phone calls with Shellpoint they have yet to articulate a good reason for refusing to pay and they have not provided me with a resolution. I am deeply frustrated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have lived in my house since XX/XX/XXXX with no issues. Since XX/XX/XXXX, Shellpoint mortgage servicing has been charging me for insurance on the home which I have told them numerous times I already have insurance. I have called and emailed back and forth over 50 times in the last 14 months to no avail. I provided my homeowners insurance policy and the condo association insurance on the home but this has simply not been resolved. I have continued to make my regular mortgage payments before the XXXX of each month as agreed on my original mortgage contract but they keep claiming it is a partial payment until I pay the additional insurance which I have already purchased on my own. At first, they claimed the name was different and I provided proof of such, then they claimed not to receive my policy, so I emailed, faxed and had the insurance company fax, email and mail a copy of the insurance. At this point, 14months later, I simply do not know what else to do. Shellpoint is trying to bully me into purchasing an insurance I already have and incorrectly applying my mortgage payments in an attempt to foreclose on my home. I diligently make all my mortgage payments on time as I need a home for myself and my family. Please help. I am simply a small citizen going against a huge mortgage company that chooses to bully its mortgage holders. I have attached proof of communication as well as proof of insurance which they have a copy of as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08859
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Full details can be found in the numerous attachments with the first file named XXXX - Loan # XXXX ( 119 KB ) ) containing the full-length details of the complaint with the company and their response to that in the file named ( XXXX ( 231.2 KB ) ) In an effort to refinance my VA mortgage I conducted the process through Lending 3 last summer signing documentation in early XX/XX/XXXX. Lending 3 sold that mortgage to NewRez LLC which is a subsidiary of Shellpoint. Both of which are not financial institutions, but at best loan servicing companies or better classified as predatory debt collection agencies. -Long story short the company proclaimed the ability to interact with active-duty service members and process allotments. As they are not a financial institute and I only have an account number which they used for internal tracking vice an actual bank account like a bank, the best they could provide is the XXXX XXXX routing number and their account number with XXXX XXXX to establish allotment. I asked in numerous conversations how does that gets credited to my account which they dismissed and explained they have away. As a result, this was set up XXXX for XXXX XXXX payment which due to their lack of clarity in process was not figured out until XX/XX/XXXX ( despite their extensive work with service members and allotments ). This lack of faith caused me to cancel the allotments and provide direct transactions as I was in fear of my account ending up late or delinquent because they could not provide any confidence that they had figured out. Payments for XXXX, XXXX, and XXXX went through without concern. When I went online to make payment in XXXX, I noticed a late fee had been accessed and several bizarre transactions are taken on XX/XX/XXXX. In short, NewRez rescinded all previous payments and reallocated as they saw fit and omitted XXXX, payment explaining when I spoke with them that the XXXX payment had been misappropriated to my account and that all other payments were backwardly applied i.e., in that my XX/XX/XXXX payment intended for XXXX, was actually credited to XX/XX/XXXX 's payment. In this NewRez provided no evidence or could provide no proof of where the funds for the XXXX payment had gone. The uniqueness of this payment is that allotments set up through mypay, are in whole dollar amounts. as my mortgage payment {$2500.00}, there was appropriately on XX/XX/XXXX, and an additional {$0.00} applied to my principal providing some evidence that the payment sent from DFAS on my behalf was my payment. In addition to all of this by just fabricating payment dates XXXX by omitting a payment without justification or any notification that they would access a late fee for the month of XXXX and run a 30-day late notice on my credit report. In response to this, I made an additional payment on XX/XX/XXXX along with payment of the late fee, in a sense of good faith that NewRez needed time to remove their heads from wherever they got it stuck. Now, after my complaint has been processed, they not only acknowledge in the second sentence of their response that 4 payments had been made and were reversed, but NewRez also selectively decided which payments to apply and when to apply them. Most significantly XXXX and XXXX payments were applied on the last day of the month and XXXX 's payment applied on XX/XX/XXXX, which has now resulted in an additional 30-day late payment posting to my credit report. Interestingly I have provided proof of all payments and specifically the one now being contested on XX/XX/XXXX. To include NewRez statement which shows the payment being made and applied to the XXXX due date, with a statement from my bank declaring the payment processed accordingly and bank statements demonstrating the deduction from my account. The attached complaint was sent on XX/XX/XXXX, after NewRez has refused to address the issue. Their response was received on XX/XX/XXXX, making the situation worse where they outward state they removed the payment and selectively applied them as they discern. Most of the issues addressed in the complaint were not addressed and made the situation worse.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I already have a mortgage through NewRez ( XXXXNEWREZ LLC XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, PA XXXX ) and back in XXXX I started shopping around for a refinance. I turned down two lenders in order to refinance through my existing mortgage company, NewRez. I was given a loan estimate on XX/XX/ and I've had my closing dates rescheduled for months and my rate lock extended for months. The process dragged out so long that interest rates went up and I had to stick with the loan application I had with them or risk losing the rate I could only get through them due to the rate lock. Then, when I finally did have a firm closing date and time scheduled ( which is Friday XX/XX/XXXX), I'm being asked by a third party handling the close locally to wire closing costs in before the close but I'm 24 hours from closing and I still have not received a closing disclosure and I do not know what the final terms of the loan are or why my closing costs have jumped from the estimated {$3200.00} to {$5500.00} due. I understand that the pandemic has slowed things down but it's taken almost five months to close and for my conventional loan I'm supposed to have my closing disclosure three days prior to close. This company shouldn't be offering refinances or mortgages.
Company Response:
State: CO
Zip: 80020
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have filed two other complaints about the correct balance owed on the mortgage. complaint ID XXXX & XXXX The company gave me credit for other amounts that I proved was not on their records of payment history. I have two additional payment totaling XXXX. The company is holding a lien on my property and have not provided me with a accurate balance of amount owed. I have tried working with them to settle this matter and feel like it is in violation of my rights for me to have to continue looking through old records to find missed payment and come up with a accurate balance of what is owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am the agent for XXXX XXXX XXXX XXXX XXXX XXXX On XX/XX/2021 we paid off a mortgage in favor of New Rez pursuant to their closing instructions ( copies attached of the payoff and wire transfer ). In connection with closing XXXX made payment to the insurance company for the homeowners insurance premium due and delivered to the insurance agent on XX/XX/2021 ( copy of XXXX and proof of payment ) On XX/XX/2021, New Rez sent a revised payoff statement which included an additional payment for homeowners insurance that they had advanced from their escrow account. I immediately contacted the insurance agent and left a voicemail to ask that they void the check and send back to me so I could send the additional payment as part of the payoff to New Rez. The person who called me back indicated that the person who emptied their drop box would be doing so on Monday, XX/XX/2021. I received the voided check copy after business hours on XX/XX/XXXX ( copy of email attached ). At the end of the day on XX/XX/XXXX, New Rez returned our initial payoff wire and made a demand for additional interest from both the borrower and XXXX in the amount of $ XXXX ( copy attached ). I called New Rez customer service, spoke with XXXX XXXX and she said I would have to pay the additional interest even though they had made the original mistake and I had taken every step to help resolve on our end. On XX/XX/2021 XXXX placed a second wire to include the additional interest ( copy of wire attached ). I believe that the additional interest should be credited back to XXXX for refund to both XXXX and the borrower. I initiated an internal complaint with New Rez and stated I would be filing a complaint with CFPB..
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on the refinance of our home the end of XX/XX/XXXX. We do live in a flood plain and have had flood insurance since we purchased the home in XXXX. Our refinance was done by XXXX XXXX XXXX and was transferred to XXXX XXXX in XXXX and then on to NewRez in XX/XX/XXXX. The flood insurance was figured into the closing, the amount that we had been paying for 8 years, but during the refinance, we had an appraisal and our home appraised out at a higher rate. The end of XXXX we heard from NewRez stating that they had no evidence that we had flood insurance and if we couldnt provide proof, they were going to place lender-placed flood insurance. I immediately sent them the paperwork and approximately 3 weeks later, they sent paperwork back stating that it wasnt enough insurance on the house and we needed to increase the flood insurance. I contacted my insurance agent and she increased the amount and sent out the new paperwork but because they have several addresses she sent it to the wrong one. Therefore, approximately 3 weeks later I received another letter stating they were placing lender-placed flood insurance. So, I called them, explained what happened, sent the the updated paperwork and thought everything was fine. My flood insurance policy has to be renewed every year and the renewal was coming up the end of XX/XX/XXXX. I received a statement from my flood insurance policy stating that my flood insurance had expired. So, I called NewRez and asked them why they didnt pay it and they said they didnt know it was to come out of escrow, even though I have the closing paperwork that proves otherwise. So, they took the money out of escrow and paid it. I thought it was straightened out. Then, about 1 month ago, I received paperwork of an escrow analysis for the coming year and they had the lender-placed flood insurance included in the escrow analysis for the year. So, I called them again and they said they fixed it, and about 3 weeks later I received an updated escrow analysis. But, they are still charging me for lender-placed flood insurance from XX/XX/XXXX through XX/XX/XXXX because the insurance wasnt at the higher rate that we changed it to when it was renewed. I feel that I should not have to pay this since I had flood insurance on the home at this time. I feel that because they have made so many mistakes, I just want to make sure that what they are doing is right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A