Date Received: 2021-04-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX I lost the debit card attached to my bills account. My mortgage was supposed to be autopay so when I got the notice that I was late I set up with the company to pay back the sum in 3 payments. I later found out that they had reported me late for 3 months. They apologized and said that they accidentally sent wrong form to confirm payment agreement. They sent the correct form and I signed and sent back to them. I've been trying from XXXX to have these removed. I checked in XX/XX/XXXX where they removed it.2 days ago. XXXX XXXX I say it reappeared on my report dropping my scores XXXX points.not happy at all
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I filed complaint XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX I request the debt collector closed and remove its trade line from my credit file because I do not have any contractual obligation for Note and Mortgage for XXXXXXXX XXXX XXXXXXXX XXXX loan # XXXX f/k/a XXXX a/k/a XXXX n/k/a reference number XXXX with FHA Case No. XXXX for {$160000.00} for 360 months, 7.750 % ( Fraud Account ), I was never the owner for the property and never received any funds of {$160000.00} or benefit in any way from the loan. Debt collector mailed me note & mortgage for fraud account on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX and willfully lied when they wrote I have a contractual obligation for a property I never owned and a loan I never requested or received funds from. After debt collector received my identity theft affidavit, police report, and ID debt collector lied and claim the fraud account had an address error, this is completely false, see attached foia request from HUD closing documents which debt collector put my name and personal information on without my consent or knowledge. Debt Collectors has continue to omitted and make material misrepresentation to me and CFPB. This current debt collector claims the received this fraud account from Ditech Financial LLC f/k/a Green Tree Servicng, please see attached letters from Ditech Financial LLC, Green Tree Servicing, and HUD orginal closing file for the fraud account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11212
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Before I purchased my new home I had purchased my own homeowners insurance on the new property that I purchased. This was presented to the mortgage company and accepted. On top of my monthly payments each month theres a impound account that I pay approx 3,000 additional each month. Since the inception of my loan the mortgage company keep on placing lender placed insurance on my property and deducting funds without my consent from the escrow account. The money they are deducting is XXXX times what I pay for insurance and I dont and have never needed it since I have my own. I have called and emailed time after time and continuously get the run around. Finally they acknowledged to my mortgage broker that this was happening did a partial reimbursement, however they started debiting again 3 months later. I have all the emails to them, call log, and a email for them stating this would be fixed and it never was. I have waisted countless hours on this. On top of it they have the audacity to charge me late fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90069
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A loan we have is serviced by Shellpoint Morgage Servicing. Shellpoint put a loan in forbearance that we never asked to have in forbearance. They cancelled my autopay, and then when the payments were late they reported it to credit bureaus which is now preventing me from getting other loans. I have contacted them dozens of times and they are opaque and unwilling to help. I have all the documentation in the world telling them they made a mistake, pleading with them to help. To this day I can not setup autopay that they cancelled and pay manually every month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Shellpoint Partners ( NewRez LLC ) engages in fraud to prevent or delay home mortgage refinancing for mortgages it services. Shellpoint directs, incentivizes, or conspires with its employees to commit fraud using the following tactics : 1. Shellpoint/NewRez refused to communicate with the applicant promptly and honestly about the status of the loan application. 2. Shellpoint/NewRez made multiple requests for documents from the applicant then refused to review the documents in a timely manner. After a period of months, Shellpoint/NewRez requested similar documents. Examples include bank statements, paystubs, and credit reports. 3. Shellpoint/NewRez attempted to terminate loan applications by surreptitiously posting document requests on its web portal and then failing to communicate those requests to the applicant via email/phone or through their employees. When the applicant failed to respond, a postal letter was sent to threaten to terminate the application. 4. Shellpoint/NewRez made piecemeal and last moment document requests hoping to further delay or thwart the borrower. 5. Shellpoint/NewRez used several tiers of handlers to prolong the loan application process. Some tiers include : mortgage consultant, loan processor, customer care. My home mortgage was serviced by Shellpoint Mortgage Servicing, and I applied for a refinance with their partner company NewRez LLC in XX/XX/XXXX. I was assigned to a mortgage consultant ( XXXX XXXX ) who used several of the tactics listed above to prolong the application process until XX/XX/XXXX. In XX/XX/XXXX, I was assigned to a loan processor ( XXXX XXXX ) who prolonged the process with additional document requests ( including previously requested documents ) and long periods without communication until XX/XX/XXXX. Finally, I was assigned to customer care ( XXXX XXXX ) who posed several more questions, but who then failed to acknowledge receipt of my answers. In XX/XX/XXXX, I searched XXXX, XXXX, CFPB for mentions of Shellpoint/NewRez and realized that this company was engaged in a scam to prevent refinancing. When confronted by the accusation, the response from Shellpoint/NewRez was to was to assign me another loan processer ( XXXX XXXX ) who immediately began using the tactics above to request updated documents that I had previously sent to the previous loan processor ( XXXX XXXX ). In conclusion, Shellpoint/NewRez and its employees are committing fraud against refinance applicants. They are systematically prolonging the application process using delay tactics that mostly involve document requests, failure to communicate, and multiple tiers handlers. The practices is so widespread that it is obviously incentivized or promoted by senior leadership at the company. The goal of the fraud is obvious : Shellpoint has nothing to gain by letting its borrowers refinance to lower interest rates.
Company Response:
State: TX
Zip: 77346
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I tried to refinance with my current Mortgage Company NewRez in XXXX of this year. They denied me because my condo was now worth XXXX which is XXXX less then I paid for for it in XXXX Upon being denied I opt out. Today I received a c all from NewRez telling me of the great rates. I opted out in XX/XX/XXXX and today is XX/XX/XXXX well over 30 days ago. It is clear that NewRez is not following the opt out rules for their customers
Company Response:
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez mortgage company has used predatory language and tactics seemingly in an effort to intimidate us and force late payment charges on us. On XXXX we contacted NewRez customer service to make the XX/XX/XXXX payment in XX/XX/XXXX. The representative, XXXX informed that he would need to turn off our automatic payment for a few days in order to make the payment early. He said that he would turn automatic payment back on in 4 ( four ) days. On XX/XX/XXXX we received an email from NewRez stating that we had missed two payments. That same day we logged on and made the payments. We called customer service and were told by XXXX that because earlier in the year we had responded to multiple NewRez emails regarding 'lowering our interest rate, ' the rep we spoke to, stopped our auto payment. We were told that was because we used the term, " Loan Modification ''. Later in XXXX, after we had made our loan current, we received a letter threatening foreclosure. We called ( XXXX ) and the rep was hostile, threatening to collect the debt and foreclose. She informed us that we would be reported to the credit bureaus and our credit would be damaged. It was frustrating, unnecessary and demeaning. We explained what we had been told by XXXX and then were told that a XXXX would get with us within 48 hours. No one called. We called back and the service rep was hostile again, reminding us that we owed a debt and they were collectors of debt! I asked for a XXXX. The XXXXXXXX said they would review the previous calls and I would have to call them back. They have made no effort to help. He also told me that our auto pay was still off even though we had logged in and turned in back on. We called again XX/XX/XXXX and spoke with a supervisor. The supervisor said that they were updating the report to the credit bureau. He also said that our auto payment showed to be 'on ' and working. Today, XXXX our payment should have auto paid. We checked and it did not. We called customer service. We were told that they could see that the auto payment was set to on but did not work today. We were also informed of 'past due ' penalties that have been charged for late payments. The late payments happened because NEWREZ is inept or their system does not work or worst of all, they are predatory. This has been a horrible experience. NewRez has messed up our auto payment system, has treated us like criminals, and now they are charging us late charges. We always pay our mortgage payments. There was no advantage to us to skip or delay a payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80923
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 made call to our present mortgage company, New Rez Mortgage, in order to refinance our present mortgage to a lower interest rate. XXXX XXXX XXXX # XXXX was the represantive. XXXX quoted a interest rate of 2.875 % with no discount points. These rates thru paper work were said to be locked until XX/XX/2021. Now New Rez wants to keep the same rate but wants to charge a discount points of 1.375 %. This results in a extra closing cost of {$4000.00} I discussed this with XXXX today ( XX/XX/2021 ) per phone call and she stated that it was my fault for not submitting needed paper work within 2 weeks of initial call. I find this very hard to believe since I am retired with plenty of time to work on submitting documents if needed. Secondly, the reason I wanted to refinance with my present mortgage company even though the rates were higher was to complete the process as soon as possible. Now it has been 3 months and still no refinance. I am wondering if New Rez is doing this on purpose. I do not know if they are are not. However I wonder if others are having the same issue.
Company Response:
State: TX
Zip: 77511
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my 2nd complain for same issue as New rez couldnot determine who is responsible for my raising of monthly paymnet of escarrow. New rez replied on my previous complain XXXX but never said who is repsonsible for this. new rez increased my ezcarrow paymnet without my consent then who is responsible and why My increased paymnet is declining my refinace status now. Please determine and let me know who is responsible for this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 we had a notary sent to our house and signed closing documents stating that we would be closed, finished and receiving {$28.00}, XXXX back. We followed up multiple times to find out when this money was coming, and after a week they told us that they re-ran our credit and saw that we started a new lease on a car. Our old lease expired so we had to get a new lease. This lease was taken out XX/XX/2021 ( a month before closing ). They waited until after closing to run a credit again. They have asked for the same documents multiple times and keep siting that the need these documents. They ask for quarterly statements that show we have enough money to cover this lease. We have provided this 5 times - the most recent quarterly statement is from XX/XX/2021. We have sent this 5 times since XX/XX/2021. We send it. They say its accepted. Then they ask for something else, and when we send that - they ask for the quarterly statement again and keep saying it is not recent enough - it is the most recent statement available from anyone. We have also updated them MULTIPLE times with current daily balance directly from the retirement account. This is all stuff that should have been handled prior to closing - and we have provided what the underwriters keep asking for MULTIPLE times. They are asking for documents - we are providing - they are refusing. We are now 5 weeks passed our closing when we signed papers and they refuse to close and hand over our money.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A