Date Received: 2021-04-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My fianc and I applied for a refinance with NewRez and were conditionally preapproved. Our Mortgage Consultant established communication with us and the Mortgage Loan Processor on XX/XX/2021. The Processor had questions in her XX/XX/2021 email, which were answered the same day. After getting no information, I reached out to the Consultant and Processor on XX/XX/2021. The Consultant responded on XX/XX/2021, with a question about student loan consolidation. The Consultant also emailed on XX/XX/2021 with a question. I responded to both the XX/XX/XXXX and XX/XX/XXXX questions in a XX/XX/2021 email. We did not receive any other communication from NewRez. I emailed the Processor and Consultant on XX/XX/2021, asking about the status of our refinance. On XX/XX/2021, the Processor emailed us and said the loan was declined, and we should reach out to the Consultant directly. We did not receive any communication from New Rez for over three weeks, and did not receive an adverse action letter. The lack of communication from NewRez is inexcusable. The actions we've been taking impact our credit and our rate options and refinancing timeline elsewhere, and NewRez hasn't even given us the courtesy of basic communication. I'm disgusted that even after this declined refinance, NewRez is still our loan servicer.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX has been reporting incorrect information on my credit report. Currently, my report shows : *I have a $ 0 monthly payment making lenders assume that the account is in forbearance. *A 60 day late payment for XX/XX/XXXX payment which was made on XX/XX/XXXX. Previous reporting errors include : *The balance on the loan XXXX $ XXXX monthly payment *On time payments being reported as late payments. I have contacted the company multiple times over the last 3 months regarding incorrect reporting information. I was told that the issue has been noted on the account and is processing. Some of the issues were corrected, such as, the late payments and the loan balance. However, the $ XXXX monthly payment was never addressed and now an additional 60 day late XXXX XXXX XXXX has been added.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74074
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: SHELLPOINT MORTGAGE DECLINES TO SEND MONTHLY STATEMENT OF ACCOUNT VIOLATING XXXX The periodic statement must be delivered or placed in the mail within a reasonably prompt time after the payment due date or the end of any courtesy period provided for the previous billing cycle. The periodic statement must be delivered or placed in the mail within a reasonably prompt time after the payment due date or the end of any courtesy period provided for the previous billing cycle. ( c ) Form of the periodic statement. The servicer must make the disclosures required by this section clearly and conspicuously in writing, or electronically if the consumer agrees, and in a form that the consumer may keep. Sample forms for periodic statements are provided in appendix H-30. Proper use of these forms complies with the requirements of this paragraph ( c ) and the layout requirements in paragraph ( d ) of this section. I DO NOT WANT ELECTRONICALLY ISSUED STATEMENT. VIA EMAIL I HAVE COMMUNICATED IT.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 24541
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to NewRez LLC on XX/XX/XXXX. Around XX/XX/XXXX I received a letter confirming the terms, balance, etc of the remaining mortgage. In this form I noted a {$25.00} Fee. I contacted New Rez, spoke to XXXX on XX/XX/XXXX. She advised it was for NSF from the previous mortgaging company, XXXX. She could not provide me with any additional information such as date and details. I advise XXXX I disputed this fee as I have never been notified of such a charge or problem. I sent a letter dated XX/XX/XXXX, stating this fee was disputed and I did not intend to pay it and to advise when corrected. On XX/XX/XXXX, I received a form letter stating they were " working on it ''. On XX/XX/XXXX ( 4 months later ), I wrote to NewRez and advised that I was considering this cleared as they had not responded to my XX/XX/XXXX letter. On XX/XX/XXXX, I received a letter saying they were " working on it. '' On XX/XX/XXXX, I received another letter that they were " working on it '' and on XX/XX/XXXX, received a letter stating " a payment may have been returned... '' for 1 of 15 reasons and therefore they were not correcting this charge. NewRez did NOT provide me with the date of this charge or the specifics. And telling me it might be 1 of 15 reasons is insufficient in itself.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: AR
Zip: 722XX
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: We were transffered to Shellpoint Mortgage XX/XX/XXXX from XXXX Bank. In XXXX when we tried to pay full mortgage payment we were told we could not and that we had a loan modification from XXXX Bank. WE DO NOT HAVE A LOAN MODIFICATION FROM XXXX. THEY DENIED IT XX/XX/XXXX. We sent them the paperwork of the denial. We do not want a loan modification. When we tried to pay in XXXX the same thing happened. We were told if we pay the full amount, there would be a {$120.00} fee. I called Shellpoint XXXX and told them the issue. I talked to XXXX XXXX, then XXXX XXXX. XXXX I talked to XXXX XXXX. They all said they would research this issue. XXXX talked to XXXX. Called XXXX. XXXX talked to XXXX XXXX. She told me we do have a loan modification. Said she would talk to XXXX. Called XXXX XXXX. Left messages. XXXX XXXX wants me to write a dispute credit error. XXXX is now looking into this. I called XXXX, XXXX left messages. XX/XX/XXXX was told managers dont know, unique situation. XXXX XXXX ay he'll call this afternoon. I haven't heard anything since. In the meantime we are paying only partial payments and being told we don't have to pay anything till XXXX. I assume this is ruin our credit. I don't understand what the problem is. we do not have a loan modification and need to pay in full the amount due. Cerrtainly in 4 months this problem could be solved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90065
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started to refinance on XX/XX/2021, with New Rez and I had a loan officer which then was transferred to two other people. Trying to reach someone was not happening. Every time I called I left a message, several messages, even talked to the loan officers supervisor, which helped some. Then as time went on now XX/XX/2021 they send me papers to finalize my loan, which the amounts were not all on there. They were suppose to add a credit card amount to the loan, called several times to loan officer and supervisor and left messages with no return phone call. We did sign the papers not to finalize the loan only to get the interest rate they quoted us at the time to be locked in. I do not know where I stand with this loan, it's the worst customer service I have ever dealt with.
Company Response:
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We owe more than 20 % on equity and we formally request to pay our own escrow. And we normally don't need to pay for mortgage insurance but this mortgage company still collect mortgage insurance from us. Our annual state taxes has been payed directly to the state of Maryland and hazard insurance witch is part of the escrow has been payed as well directly to the insurance company. But the mortgage company still send the bill with all these to be paid to them. Secondly, we don't get any explanation when the mortgage company decide to raise our monthly bill. From 2016 our bill was {$980.00} and nowadays we are paying {$1000.00} with no explanation. Thirdly, our monthly statement does not include the amount of money that we previously paid. The statement don't give us a escrow breakdown. We need this breakdown for us to calculate how much money goes to our principal.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MD
Zip: 21236
Submitted Via: Web
Date Sent: 2021-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinance my home located at XXXX XXXX XXXX XXXX CO XXXX back in XX/XX/2019. I have made all my payments on time until I was told that my escrow account was negative $ XXXX. I called my mortgage servicing company and after many hours on the phone was told that I was doubled charge for my hazard insurance. Then I was notified by the county that my taxes for the previous year were never paid. I sent the notice to the servicing company and was told that someone would get back with me with a resolution. I never received a call back and now my credit reflects an increase of $ XXXX to my loan balance. I called the servicing company again and still no resolve. The mortgage company information is listed below. Shellpoint Mortgage Servicing NewRez LLC dba Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, SC XXXX Main Office NMLS ID # XXXX My Loan ID : XXXX
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 80239
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The balance on my home loan was paid off and the funds was wired on XX/XX/21. I haven't received a " satisfaction '' of my mortgage being paid off and show it's been recorded from the mortgagee. I have called several times and either it has been sent out and they will resend it. Now that rates are low, I would like to get new loan, but can't do until this is resolved! I've had issues with these people before regarding the escrow account with this loan. It seems it goes to deaf ears. Now that the mortgage has been paid off, it's happening all over again. I have been calling Shellpoint every month for the past year regarding their accounting being incorrect which backup copies from the county tax assessor 's office have been verified and sent from the county tax assessor 's office. The worst experience I've ever had with a loan service. Hence, the reason to pay them off! I've had it with them!
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 935XX
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a mortgage with XXXX/NewRez/Shellpoint Mortgage, # XXXX. Our payments are {$1500.00} per month. We have made every payment since our loan was opened/processed late in XXXX. We have never missed a payment. We have never been late with a payment. Our mortgage ( and homeowners insurance policies ) have never lapsed. Most months, we have paid more than the minimum mortgage payment. 1 ) A year ago, XXXX mistakenly added an Escrow to our mortgage. When we called them, they immediately withdrew the escrow. I sent them {$1100.00} to reimburse the escrow in full. On XX/XX/XXXX, XXXX sent confirmation that Escrow was closed, but they did not properly credit our payment. 2 ) I sent XXXX a certified letter regarding not crediting our payment correctly. XXXX never answered, in defiance of RESPA. 3 ) Instead, XXXX transferred service of our mortgage to NewRez. We followed up with NewRez by phone, email, fax and letter for months and -- contrary to RESPA -- received no answer to our complaint. 4 ) Our attorney, XXXX XXXX, sent letters to BOTH XXXX and NewRez on XX/XX/XXXX concerning NewRez ' error. Again -- contrary to RESPA -- neither replied. 5 ) In XXXX, NewRez threatened to foreclose on our house -- even though we never missed a payment. We sent an additional {$1700.00} to NewRez UNDER PROTEST to keep NewRez from foreclosing on our home. 6 ) Even though we fully repaid XXXX/NewRez/Shellpoint the full {$1100.00} for the mistaken escrow, NewRez nevertheless began taking {$85.00} escrow from our regular monthly payments. 7 ) Taking {$85.00} Escrow per month from our regular monthly payment resulted in our payments being {$85.00} short every month. This resulted in our mortgage payments being credited by NewRez as " partial payments '' instead of full payments. 8 ) NewRez incorrectly " suspended '' our mortgage payments as a result and charged us thousands of dollars in penalties and interest. 9 ) NewRez continues to completely ignore our correspondence -- all in violation of RESPA XXXX Real Estate Settlement Procedures Act XXXX. They filed a negative Credit Report against us -- yet again in violation of RESPA. They threatened us with foreclosure in XXXX. 10 ) In XXXX, having exhausted every other avenue, we filed a complaint with the United States Federal Government, CFPB Complaint Number XXXX. 11 ) NewRez sent {$1800.00} of OUR OWN money back to us XXXX primarily the {$1700.00} we sent them in XXXX to avoid foreclosure ), but they still have not fix the root problem of crediting our XX/XX/XXXX full Escrow Repayment. We notified NewRez immediately that the problem was not fixed via CFPB 's website. 12 ) On XX/XX/XXXX, we notified XXXX XXXX at Shellpoint Mortgage that they still have not resolved the Escrow issue. NewRez continues to collect {$85.00} from our monthly payments. NewRez continues to charge us fees and interest penalties. 12 ) XXXX XX/XX/XXXX payment of {$1500.00} was again treated as a partial payment because of NewRez. On XX/XX/XXXX, NewRez returned {$85.00} by mail as an " escrow refund '' but they nevertheless erroneously treated my full payment as a partial payment. They made no fee nor interest adjustments -- those penalties continue to acrue. 12 ) On XX/XX/XXXX, NewRez sent us another foreclosure letter and threatening to again report us to the credit-reporting agencies. They have been harassing us with phone calls 4x a day even though I have told them to stop calling. When I ask for back statements, they direct me to their website even though i repeatedly tell them I do not have an online account for them. NewRez simply refuses to fix their mistake.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 95405
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A