Date Received: 2021-03-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a Rate and Term refinance with NewRez in early XX/XX/2021, Loan number XXXX. The company is now not responding to emails, phone calls etc. The loan is locked and I provided all documentation within an hour of request ( s ). The interest rate is not what they advertised on their mailers but I was ok locking at 3.125 %.
Company Response:
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX appears to be engaging in deceptive promotional marketing practices. I called to start a refinance with them on XX/XX/XXXX based on a promotional mailer I received offering a {$500.00} lender credit at closing and a {$500.00} XXXX gift card mailed once the refinance closed. I communicated this with loan officer throughout the process and e-mailed him a picture of the mailer. I also communicated this with the loan processor and e-mailed her a picture of the mailer. We have had XXXX signings scheduled, XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX. The first time no one showed up. The second time the notary arrived with documents that excluded the promotion. Despite repeated e-mails and phone calls to both the loan officer and loan processor, it took XXXX days for them to get back to me. The loan processor said the issue lies with the promotional department and she is having the same issue with XXXX other customers. Clearly theres an effort by XXXX to avoid honoring their promotions. Im concerned that other customers may either give up or not recognize that they are not getting the promotion. For XXXX loan processor to have XXXX customers going through the same issue is a clear indication of a systemic attempt to defraud.
Company Response:
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The company currently servicing our mortgage reached out in XX/XX/XXXX to refinance our mortgage due to the low rates, so we agreed. We locked in a rate of 3.125 % on XX/XX/XXXX with NewRez and supplied them with all the upfront requested documentation and eSigned all necessary forms. It is now XX/XX/XXXX and we still have NOT closed on the refinanced loan and they are asking for more documents, and my husband to correct the figures multiple times on the documents provided by NewRez for the refinance ( incorrect escrow figure, property taxes, etc. ). We constantly reached out to the company throughout the multitude of months since starting the process in XXXX and were told various stories about how the loan would be underwriting soon once one more bit of information was verified -- and the information to be verified never was accurate to begin with for our loan. Or, there would be no response and no escalation even after we demanded status updates with set deadline dates for such information. We have lost out on four months of saving {$300.00} a month that the refinance should have secured had it closed at the end of XX/XX/XXXX as it should have closed, and we now can not refinance with an alternate company at the same rate as rates have now increased, and also, the loan office does not get paid until this loan closes so there are multiple parties effected by this company 's gross incompetence.
Company Response:
State: CT
Zip: 06484
Submitted Via: Web
Date Sent: 2021-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a 30 year fixed refinance for the mortgage on my existing house with XXXX on XX/XX/2021. Based on my initial application I was conditionally approved for the loan, however, after approximately 2 months I learned that I was denied the refinance due for several reasons such : -- The underwriter could not verify that I lived at my primary residence due to my paystubs having a different address than my residence ( I have a separate mailing address ) -- Lack of documentation showing my liquid assets ( I was never asked to provide any documentation on this ) -- Something about my 2nd home being listed a short term rental property and any income from that not being able to be counted ( I have stopped using that for short term income, no one asked me about this ) -- Apparently there was some confusion on whether my primary residence is a single unit or 2 unit residence ( I was never asked to clarify this ) XXXX came to a conclusion on my credit-worthiness unfairly, without the proper due diligence and in the process harmed my credit and disenfranchised me from being able to obtain a loan at an interest rate of 3.25 %. History : XX/XX/XXXX - Applied for refinance of mortgage with an interest rate of 3.25 % for total of {$420000.00}. XX/XX/XXXX - Received conditional letter of approval for my loan. XX/XX/XXXX - Got an email to access newrez online loan hub and activate my account. XX/XX/XXXX - Got an email from newrez congratulating me on getting my loan approved and letting me know newrez needs to collection additional documentation to finalize my loan. XX/XX/XXXX Got an email from XXXX XXXX introducing herself as loan processor for my loan. XX/XX/XXXX Received a request to review and e-sign loan documents. Was informed that the closing date for my loan would be XX/XX/XXXX. XX/XX/XXXX I was asked for most recent paystubs. I responded that XXXX had the most recent paystubs as I get paid monthly and my last paystub was from XXXX XXXX. XX/XX/XXXX I asked XXXX if we are still on-track to close on XX/XX/XXXX, She replied she was hopeful we could still close by then. XX/XX/XXXX I uploaded my paystub for XX/XX/XXXX. XX/XX/XXXX I sent an email to XXXX asking of there was an update on my loan. Received an email response that she was out until XX/XX/XXXX, the date given to me by XXXX for closing. XX/XX/XXXX I sent an email to XXXX asking for an update. received no response. XX/XX/XXXX Sent another email to XXXX asking for an update, cc'ed my loan XXXX XXXX XXXX XXXX Got a response that she will review my loan later in the day and get back to me. Received no updates on that date. XX/XX/XXXX Sent an email to both XXXX and XXXX asking for an update. No response. XX/XX/XXXX Sent an email to both XXXX and XXXX asking for an update. No response. XX/XX/XXXX Sent an email to both XXXX and XXXX asking for an update. Got an update from XXXX that my loan has been sent to the underwriter and she will contact me later in the week ( hopefully ) to arrange for closing. XXXX - I would periodically checkin using XXXX XXXX mobile app on the status of my loan. It showed underwriting. XX/XX/XXXX Sent an email asking XXXX to an update on the underwriting process. Got a response that it's still in underwriting and that it shouldnt take many days longer and that she will inform me when we are clear to close. XXXX kept checking periodically with the newrez mobile app whether there has been a status change in my loan. XX/XX/XXXX Reached out to XXXX for an update to my loan status. I noticed 1/2 of the remaining todo items had been marked as complete. Got no response. XX/XX/XXXX Reached out to XXXX and XXXX via email asking for an update. No response. XX/XX/XXXX Reached out to XXXX and XXXX via email asking for an update. No response. XX/XX/XXXX Checked the status of the loan in the newrez mobile app and showed my loan as " inactive ''. Asked for a status update and got a call from XXXX my loan officer. He told me that my loan had been denied due in part to the reasons provided in the beginning of the the document. He told me that he spoke with XXXX who claimed she had tried to contact me. I had not received any calls from her ( no voicemails ) nor any communication from her via email since XX/XX/XXXX. XX/XX/XXXX I sent another email to both XXXX and XXXX asking for an answer within 24 hours why my loan was denied. No answer. XX/XX/XXXX No response to my request for an update or answer to my email from XX/XX/XXXX. Sent an email to XXXX, XXXX and XXXX at XXXX letting them know of my frustration and next steps of referring this to CFPB. I chose XXXX in large part due to the awesome help and patience exhibited by my loan officer XXXX XXXX. However, upon my initial commitment to newrez the professionalism and due diligence stopped. The process ended with a denial that will impact my credit score and caused me financial harm by not being able to accomplish the financial goals I intended out of the refinancing which included reducing my credit card debt and receiving a favorable interest rate reduction.
Company Response:
State: OR
Zip: 97217
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We filed a complaint with the CFPB on XX/XX/XXXX regarding our mortgage servicer, NewRez. We received a response on XX/XX/XXXX from XXXX XXXX of the NewRez Compliance Department. XXXX XXXX stated " The loan payment history we have available starts on XX/XX/XXXX through the present date. Unfortunately, the prior servicer, Ditech Financial LLC ( Ditech ) did not provide the life of loan history ; therefore, we are unable to comply with the homeowners request for a payment history from origination through XX/XX/XXXX ''. In XXXX XXXX 's response, inaccurate and incomplete Escrow Payment records from XX/XX/XXXX to XX/XX/XXXX were provided. Escrow Payment Records from XXXX, XXXX, XXXX, XXXX, XXXX and XXXX were not included. 1. Where are the Escrow Account Payment RECORDS including the Escrow balances from XXXX, XXXX, XXXX, XXXX, XXXX and XXXX? 2. In reviewing the documents that NewRez supplied in their response, there are no ESCROW ACCOUNTING RECORDS from XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. Apparently NewRez does not have any Escrow Account Records at all from XXXX, XXXX, XXXX, XXXX, XXXX, XXXX because in their reply on XX/XX/XXXX the only Escrow Payment Records that were included were up to XX/XX/XXXX. Therefore what records did NewRez use to calculate the claimed amount of due of {$4400.00} which was filed on Official Form 410S1 on XX/XX/XXXX with the United States Bankruptcy Court for the : Western District of North Carolina? 3. Why did XXXX XXXX state that " The loan payment history we have available starts on XX/XX/XXXX through the present date '' However she only provided Escrow Account Payment Records up to XX/XX/XXXX and not the present date? Why did she not provide any Escrow Accounting Records for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been in a dispute with DITECH since 2013! The loan transfer from XXXX has been reported to my credit that the loan has been paid in full as well as received a 1098 from XXXX DITECH has refused to investigate my payment dispute Even while they are under court order to do so instead they continue to drowned me in litigation fees and I can no longer afford to represent myself discovery process has gone on for three years now
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93422
Submitted Via: Web
Date Sent: 2021-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Shellpoint mortgage servicing increased balance after I disputed incorrect balance and the refuse to correct after months of disputes. Sent me a nasty letter! All I wanted was the correct balance reported. There is report showing current but balance is more than it was in XX/XX/2019 after all payments have been made on time there is a XXXX discrepancy and XXXX bases score on outstanding debt my score went down after they increased my balance please help trying to get my kid a house thank you
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Disputed my balance that hadnt been updated in 2 years. Shellpoint then adds two fraudulent 30 day lates one in XXXX and one in XXXX. They never fixed the balance either. Called to have corrected and they were not helpful. Ive never once been late with this company and I have bank records for proof
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48111
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: RE : SHELLPOINT MORTGAGE ACCT # XXXX XXXX XXXX XXXX XXXX XXXX XXXX SC XXXX Phone : XXXX XXXX : Improper reporting to the credit bureaus ( NEVER LATE ; rolling XXXX ) XX/XX/2020, XX/XX/2020. Good day. I am reporting that Shellpoint Mortgage had " falsified '' stating that I was late on my mortgage. I have NEVER been late. As a matter of fact, they had drafted monthly out of my account. I am a real estate investor and own many problems so I can assure you that money is never an issue with me. However, what is an issue is that this company had reported my mortgage late. I need this over turned immediately. I have provided my information, and email that's notarized, and I hope respectfully that this incident is overturned in my favor. Thank you and have a great day.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91789
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XX/XX/XXXX, I had not received my NewRez statement for XXXX. I checked my XXXX statement to find the payment mailing address so I could send my payment without a payment coupon, if necessary. I was surprised to find that the statement did not have the payment mailing address. It did have one address that is preceded by the statement " DO NOT SEND MAIL OR PAYMENTS TO THIS ADDRESS ''. The only other address on the statement is the Notice of Error or Information Request Address. I then checked the website to either find the payment mailing address or to download a copy of the statement. I could not find the address on the NewRez website. On XX/XX/XXXX, the statement was not on the website. I called customer service on the XXXX to get the mailing address. I was told that statements are a courtesy, are mailed by a third party and NewRez takes no responsibility if a statement isn't sent. I verbally received the payment mailing address during the call. I waited until XX/XX/XXXX to mail my payment hoping a statement would arrive, since I prefer not to send payments without a coupon. I have found that payments made without coupons often get lost in processing somehow. I did find that by the XXXX, the NewRez website had the XXXX statement online. I downloaded a copy and included my payment and the downloaded coupon in my own envelope. I mailed the statement at the nearest post office on the XXXX. The XXXX was a Sunday, so I effectively mailed my payment on the XXXX. Coincidentally, my NewRez statement arrived in the mail on XX/XX/XXXX after I mailed my payment on the XXXX. Mailing my payment on the XXXX allowed 7 business days, 8 post office business days including Saturday and 9 total days for my payment to arrive on time. When I received notice of a late charge, I called customer service and spoke with NewRez representative XXXX. I explained the above to XXXX and she stated that the payment mailing address is way, way down at the bottom of the website and she often gets calls from people who can't find the address. XXXX confirmed that NewRezs CRM system shows that I called on XX/XX/XXXX saying I hadnt received my coupon, the coupon was not on the website and requesting the payment mailing address. XXXX explained that to request reversal of the late charge, I needed to submit a written request. NewRez has since responded that the late charge reversal was denied. Even with the delays caused by NewRez, I mailed my payment early enough for it to arrive on time. I should point out that this is not a financial issue. I have been consistently including extra principal with my payments, including this one. NewRez started servicing this loan in XX/XX/XXXX. Their performance has been terrible since day one. I never received a statement for XX/XX/XXXX and had to go through a similar exercise to get my first payment in on time. Based on NewRezs performance to date, I would not be surprised to find that NewRez slow-rolled my payment so they could charge a late fee. It certainly seems that NewRez puts up hurdles to prevent consumers from paying on time. They dont provide the payment mailing address on statements except for the coupon that gets returned to NewRez. They hide the payment mailing address on their website as confirmed by their own representative. They send statements late and take no responsibility for getting statements to customers. They are late publishing statements to their website. In addition to the above, NewRez provided no proof that my payment was late. My XXXX statement showed they received the payment on XX/XX/XXXX one day after it was due. My credit union shows the check cleared on XX/XX/XXXX. Having a paper check clear the NewRez account and my account in one day is very suspect, especially since my credit union is not on technologys leading edge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92116
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A