Date Received: 2023-12-18
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: This is my second complaint to my mortgage company from my first complaint in XX/XX/XXXX regarding the same issue. My mortgage company Newrez LLC continues to pay my property taxes under the incorrect tax parcel number and incorrect amounts after repeatedly informing them that my current parcel number is being divided, and therefore, the amounts being reflected is incorrect. I asked that they should pay my taxes only after I submitted corrected tax bills from my county office which then they can pay it or adjust any differences back to my escrow account. My mortgage company did not do that and continues to pay my taxes in the incorrect amount. Even after I submitted the corrected tax bills ( which is called a pay by legal bill with an ABL number instead of a parcel number ) to them, they also pay my corrected tax bill WITHOUT adjusting any difference of the first bill they had paid back to me or refunding me a full amount of the first bill. Because of this, they continue to use the incorrect tax amount to calculate my monthly payment and escrow analysis, causing my escrow account to have a very high negative balance and expecting me to pay it. I was told many times by them that an adjustment would be made when I submitted the corrected tax bills but that never happened. Right now, I can barely afford to pay my mortgage payment if it continues like that. My county office ran a report of the amounts under my undivided parcel number in the amounts that Newrez had paid, and also the amounts from my XXXX XXXX XXXX ( XXXX ) bill which is the actual amounts that I am responsible for paying. I have attached the report to this complaint. This is for both tax year XXXX & XXXX, specifically XXXX XXXX installment ( XXXX ), XXXX XXXX installment ( XXXX ) and most recently XXXX XXXX installment ( XXXX ). I have not received a full refund on any of these and my mortgage company continues to make me do a full monthly payment including the wrong tax amounts they had paid for me in order for me to clear my negative escrow balance. I am in need of any assistance and resolution as this continues. If my mortgage company can not fix any issue on their end or accommodate my payments I will plan to sell my house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Recently, I did an investigation on my credit report which caused XXXX XXXX upon me and found unverificable, invalidated and inaccurate and questiontable items that XXXX XXXX XXXX XXXX did not make sure it was reporting 100 % correct. In accordance with the Fair Credit Reporting Act, everything has to be 100 % accuratre on my credit report and Under 15 U.S. code 1681e ( b ) and 15 U.S. Code 1681i ( 5 ) these accounts are in violation of not reporting 100 % accurarate
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Since XXXX XXXX, I had a home loan with XXXX XXXX XXXX. I made EVERY payment on time and was NEVER late. On XX/XX/XXXX, Shellpoint Mortgage assumed my loan from XXXX. I was NEVER notified by XXXX nor Shellpoint Mortgage of the change, so I continued making my monthly payments ( {$1500.00} ) to XXXX, ALL of which were on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, so that was on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, but now my mortgage payment has jumped to {$1800.00}. I was later told by Shellpoint Customer Service ( at the end of XX/XX/XXXX ) that because the XXXX payment was not the full amount, it could not be applied to the payment. My XX/XX/XXXX payment to XXXX was again, on time, but this payment was not forwarded to Shellpoint, it was refunded to me in the later part of XX/XX/XXXX. I received a letter from Shellpoint at the end of XX/XX/XXXX, stating that I was behind on my mortgage payments. At first I thought it was a scam because I had NEVER heard of Shellpoint, nor was my mortgage payment {$1800.00}. I called XXXX and found out that my loan had been take over by Shellpoint. The letter stated I was behind XX/XX/XXXX payment ( minus the {$1500.00} from XXXX ) and XX/XX/XXXX payment and needed to pay {$2300.00} to bring it current. I paid the balance and asked why I wasnt notified sooner. I was told they had the wrong mailing address. BUT, I did get the delinquency notice at my mailing address, so not sure why the bills couldnt have been sent to the same address. Also, Shellpoint had my correct email and telephone number, but nobody contacted me on either of those. Now this has recently dropped my credit score because of their failure to notify me. I would like this removed from my credit report. Since XXXX of XXXX, I had a home loan with XXXX XXXX XXXX. I made EVERY payment on time and was NEVER late. On XX/XX/XXXX, Shellpoint Mortgage assumed my loan from XXXX. I was NEVER notified by XXXX nor Shellpoint Mortgage of the change, so I continued making my monthly payments ( {$1500.00} ) to XXXX, ALL of which were on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, so that was on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, but now my mortgage payment has jumped to {$1800.00}. I was later told by Shellpoint Customer Service ( at the end of XX/XX/XXXX ) that because the XXXX payment was not the full amount, it could not be applied to the payment. My XX/XX/XXXX payment to XXXX was again, on time, but this payment was not forwarded to Shellpoint, it was refunded to me in the later part of XX/XX/XXXX. I received a letter from Shellpoint at the end of XX/XX/XXXX, stating that I was behind on my mortgage payments. At first I thought it was a scam because I had NEVER heard of Shellpoint, nor was my mortgage payment {$1800.00}. I called XXXX and found out that my loan had been take over by Shellpoint. The letter stated I was behind XX/XX/XXXX payment ( minus the {$1500.00} from XXXX ) and XX/XX/XXXX payment and needed to pay {$2300.00} to bring it current. I paid the balance and asked why I wasnt notified sooner. I was told they had the wrong mailing address. BUT, I did get the delinquency notice at my mailing address, so not sure why the bills couldnt have been sent to the same address. Also, Shellpoint had my correct email and telephone number, but nobody contacted me on either of those. Now this has recently dropped my credit score because of their failure to notify me. I would like this removed from my credit report. Please send a letter stating this, so I can send it to the credit agencies. Shellpoint Mortgage dropped the ball and I am paying for it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My mortgage company before XXXX sold my account to XXXX. I started having payment issues with Newrez on XX/XX/2023 thought my payments of XXXX were going through. I received confirmation numbers but they would send the payments back. I tried paying both online and on phone. I asked why I was having the issue they said it was my bank or lack of funds. I was more than sure that have enough funds to pay, i called my bank they said it wasnt on their end. I tried paying online, and called made double payments so i pretty sure I had till XXXX paid. I did not go through. I paid online again. My bank shows multiple payments. Im sure I paid more now but they have confusing system. Now I have a low credit score and also the person who is on the loan with me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32714
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Shell Point used to be my servicer then my account was sent to XXXX then late back again to Shell Point. Shell Point said they received my account with a shortage but have no record of why their was a shortage. I asked them to prove the shortage and they said they can't because they can only go back so far. All they keep saying is that every thing is correct but they can't/ will not provide proof because they say the shortage was just given to them and they don't know where it came from and can not find out where it came from. I believe this is a trick the mortgage companies do when tossing around mortgages from one servicer to another. They pass the mortgage on with a debt or shortage which can never be proven. Even though my home owners insurance went way down, I still owe more based on some made up shortage that can't be proven. I have been tossed around from one servicing company to another about 10 times. All so that they can pull off tricks and not be regulated like a bank but somehow still controlled by a bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am making my payments online XXXX XXXX. Maybe are received by company but not posted timely and I am being charged a late fee. Company had a change in address about XX/XX/XXXX and delays in posting payments. Please help me get a credit for the late fee charged by NewRez for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I am writing to lodge a formal complaint against Shellpoint Mortgage Servicing for its alarming and unfair practices during the COVID-19 forbearance period, as well as its improper foreclosure filing. This situation has placed an undue burden on me, and I believe Shellpoint Mortgage Servicing has violated key regulations set forth by your agency. During the COVID-19 forbearance, I entered into an agreement with Shellpoint Mortgage Servicing to temporarily pause my mortgage payments due to pandemic-related financial challenges. Despite my willingness and ability to make payments, I encountered significant barriers intentionally set by Shellpoint Mortgage Servicing. Specifically, the company has a practice of not allowing online payments, a crucial method that many homeowners rely on. Moreover, Shellpoint Mortgage Servicing failed to proactively provide viable options for making payments or communicate the end of the forbearance period. In my attempts to address these issues, I communicated both in writing and over the phone with Shellpoint Mortgage Servicing, explicitly stating my challenges with making online payments. Unfortunately, Shellpoint Mortgage Servicing did not take appropriate steps to accommodate my needs or provide any alternative solutions nor the necessary information to avoid potential negative consequences. To my dismay, I discovered that Shellpoint Mortgage Servicing improperly reported my account as past due and initiated foreclosure proceedings against my property. This unjust action has not only damaged my credit but has added an unnecessary burden on homeowners like myself who are fully capable and willing to make payments but face intentional barriers set by the lender. I am formally requesting that the Consumer Financial Protection Bureau thoroughly review this matter and take decisive action to ensure Shellpoint Mortgage Servicing complies with your agency 's guidelines. This practice not only jeopardizes the financial well-being of homeowners but also goes against the spirit of the protections put in place during the COVID-19 pandemic. Enclosed with this complaint, you will find relevant documentation, including records of communication with Shellpoint Mortgage Servicing, foreclosure notices, and any other pertinent information that may assist in your investigation. I implore the Consumer Financial Protection Bureau to intervene and address these unjust practices promptly. Your attention to this matter is crucial in protecting the rights and financial stability of homeowners facing challenges during these unprecedented times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76107
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Closing on a mortgage
Subissue: Fees or costs after closing
Consumer Complaint: Shellpoint failed to pay year XXXX property taxes due in XXXX with my escrow funds. When I sold my property on XX/XX/XXXX, I was forced to pay XXXX taxes plus a penalty of {$810.00} on XX/XX/XXXX. I called shellpoint on the date of closing to inquire about the issue, and I was told to mail or fax documentation to shellpoint showing that I paid past due tax penalties for year XXXX in order to be reimbursed by shellpoint. After doing so, Shellpoint agreed to reimburse me for the tax penalty within 5 business days of XX/XX/XXXX. As of today, Shellpoint has failed to reimburse me, and they are non responsive.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: OK
Zip: 74008
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Shell Point Mortgage, a division of Newrez, is my mortgage servicer. This company has played delay tactics to provide me options for forbearance relative to COVID19 Hardship and other loss mitigating options which has led to foreclosure proceedings. Her customer service does not have answers, the single point of contact is more than busy all the time and there is no supervisor if communication goes haywire. My children have no place to stay this winter if foreclosure proceedings conclude summarily since being intensified by Shell Point Lawyers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08618
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Shellpoint Mortgage Servicing on behalf of NewRez has not provided clear guidance and direction for the sale of our property via the XXXX XXXX XXXX XXXX XXXX XXXX assumption program. Due to the severe compartmentalization of their organization, receiving clear guidance and direction has been very illusive. Since my original CFPB complaint dated XXXX with reference # XXXX, the loan servicer has responded. In accordance with their response, we attempted to get clarification from XXXX XXXX, NewRez Compliance with little success. Specifically and quoted from the response : " After further review of the assumption received XXXX XXXX XXXX the following items are still needed : - IRS Form W-9 - Seller 's Certificate of Eligibility - XXXX - XXXX '' XXXX concerns that must be addressed and clarified : - It is believed that they have a mislabeled the required party for submission of the VA Certificate of Eligibility ( COE ) . The " Seller 's COE '' was part of the initial loan when the property was purchased and exists today as the guarantee of the loan serviced by NewRez. It is believed that the respondent meant to list " Buyer 's COE '' as a condition and required document, but continued efforts to get this corrected have not been addressed. This is resulting in serious confusion for all parties. - XXXX is not a document number in the VA system XXXX I assume the respondent labeled this in error and meant to list XXXX. Continued efforts to get this corrected have not been addressed. In accordance with the VA lenders handbook and VA lender guidelines, NewRez continues to send conflicting guidance and guidance that is in conflict with the CFPB response annotated above. Specifically, XXXX XXXX listed on her response, " If you are unable to bring the loan current with sale proceeds and would like to be review [ XXXX ] for an assumption with a loan modification, please contact our XXXX XXXX Department at ( XXXX ) XXXX for additional assistance. '' Mutliple concerns come from this statement and highlight a disjointed position by the leadership and management of Shellpoint/NewRez : - We can and will bring the loan current with sale proceeds. The current estimate of total proceeds at settlement is {$160000.00}. Covering forbearance and delinquent payments with nearly {$95000.00} remaining. The VA has accounted for this via a XX/XX/2023 circular relating to assumptions [ see attached ]. The loss mitigation single point of contact ( SPOC ), XXXX XXXX, has made it clear that we CAN NOT do a modification to an assumption. She further states that all necessary documents must be submitted for the assumption but can not ensure other departments of the servicer will allow for an assumption to continue given the status of the loan. All of these statements seem to ultimately conflict with VA guidance. 1. We can not modify and assume -- which prevents us from recovering from a COVID forbearance, and 2. We can not NOT modify because a loan in a delinquent status might and possibly likely be denied by the other departments of the lender. What options exist for me to recover from tragic life events and sell my home if the lender is unwilling to commit to the guidelines outlined by the VA and designed to protect military veterans like my wife and me? XXXX NewRez has stated that the loan has no investor-specific exclusions in conflict with the VA lender guidelines , the only assumption I am left to make is that the lender is choosing to not support our efforts to sell our property and pay the servicer in full for any delinquent payments. A complaint has been filed with the VA as well as a complaint with the Inspector General of the VA, in order to seek mutually beneficial outcomes for all parties. - The servicer does not list the necessity of the buyer to submit a Loan Application, HUD/VA addendum in their requests for document, according to the previous respondent. In consultation with the servicer, they have made it clear that the buyer has not and must submit this application. This conflicting guidance and references continue to aggregate and stall the selling of our property to willing buyers. The buyer was made aware of the necessary documents on or around XXXX 2023, their inability to perform is noted, but the lender 's inability to clearly articulate to the buyer all necessary forms continues to contribute to a total breakdown in communication. The position we are in with regards to the selling of our property is largely due to the poor and disjointed communication of the lender to all parties. My representatives are stating a possible path forward, the interested buyers are communication with XXXX XXXX ( loan XXXX ) and receiving contradictory information. After a confirmation call with XXXX XXXX, it is clear that the information he is providing the buyers is in direct conflict with the information provided by the initial respondent as well as my SPOC. The servicer appears to have made this assumption process difficult to navigate and a labyrinth of miscommunications. At this point, clear communication in necessary to ensure we can sell our home. 1. In accordance with VA Pamphlet 26-7 Lenders Handbook, Chapter 5, Topic 7, subsection F, " The loan must be current or will be brought current at the closing of the sales transaction. '' Will Shellpoint/NewRez adhere to VA guidelines and allow this assumption to process and continue to settlement, with the delinquency being resolved and loan restored to current with sales proceeds? ( this clause is regardless of buyer 's specific performance and/or ability to qualify ). XXXX. If all parties submit all necessary documents, will NewRez assign an assumption manager to clear up communication shortfalls in the process -- as annotated on their assumptions information document? 3. Why did Shellpoint/NewRez fail to notify me or the buyers on the documentation shortfalls when the initial request was submitted on XXXX We have yet to receive any clear communication from the " Assumptions Department '' of NewRez on a path forward. XXXX. Due to the extended nature of this process, if all parties were to submit necessary documents, will NewRez expedite the process of assumption in order to prevent further deliquency? I have submitted congressional requests for support from XXXX XXXX ( XXXX ) and Congressman Steny XXXX XXXX XXXX ) XXXX I have also retained the support of two law firms to navigate this process, as my financial future depends on more clear and deliberate action to achieve resolution. Lastly, I have submitted a formal complaint via the VA to seek advocacy and reinforcement of the lending standards all VA lenders are required to adhere to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A