Date Received: 2021-03-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I start to submit my application for refinance my house with my mortgage company and they give me a good interest rate 2.875 % at the time the interest rate was very low everywhere after two days they did send me The loan estimate with all the details to sign it I did sign it and send it back to them and after one week they send me the confirmation that they approved my application and they wait for the underwriter to review everything I try to call them send them a lot of emails to ask about my refinance but there is no reply from them every two weeks they send me email its on under processing and within couple of days we will send you the closing day to finish everything I tried to call the management and send them a lot of emails but there is no reply from them now the interest rate is high and the send me another loan estimate to sign it with a high interest-rate I dont want to except that because its their mistake they make me lose the time to find another refinance company was a good interest-rateSo its after six months they try to increase the interest rate and of course I can not find the good interest-rate anywhere
Company Response:
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Homeowner : XXXX XXXX XXXX XXXX : Shellpoint Mortgage Servicing Loan Number : XXXX Property : XXXX XXXX XXXX XXXX MD XXXX I filed for bankruptcy in XXXX after failed attempts on my own for a loan modification. With the help of my bankruptcy lawyer I was able to complete all requested documentation for a loan modification and received a letter dated XX/XX/XXXX ( attached ) agreeing to a trial period. I made all payments during the trial period XXXX bank payment history attached ). In XX/XX/XXXX, I contacted Shellpoint to inquiry of the status of the permanent modification, I was informed an agent of the bankruptcy attorney ( XXXX XXXX ) contacted Shellpoint the day before ( XX/XX/XXXX ) to request a forebearance. No documentation of this call can be found. No documentation was sent to me or my attorney indicating they were honoring a forebearance request. XXXX accepted all payments from me. My attorney ( XXXX XXXX XXXX ) was informed the trial payments would not be honored and I would have to apply for a loan modification again. I began the process again and sent all required documentation. In follow up I was told Shellpoint never received my documentation. So I sent the documentation again. Still Shellpoint claims they did not receive. I have forwarded all documentation a total of XXXX XXXX times. From my personal fax machine, from XXXX XXXX XXXX 's fax machine 2 times, from Attorney XXXX 's fax machine, it was mailed and emailed from me and XXXX XXXX to a supervisor 3 times. At of today XX/XX/XXXX, Shellpoint is not taking calls - every call I've made to Shellpoint I speak with the first representative, today it was XXXX, before being transferred to the bankruptcy department, then I'm on hold for XXXX minutes before they disconnect. My chapter XXXX bankruptcy will be finalized on XX/XX/XXXX. I have lived in this house for 18 years and now I am looking for a place to rent as a bankruptcy has lowered by credit and I am not eligible to buy another home. My experience with Shellpoint has been horrible through no fault of my own. Before they were Shellpoint they was XXXX who filed for bankruptcy before that there was another company. Every few years the company files for bankruptcy and changes their name. Throughout all of this somehow in XXXX an FHA loan for # XXXX was opened on my house that I did not know about. As a result of their company practices I am part of a federal case involving people who called stole mortgage payments under the disguise of being a mortgage fixer Criminal Case # XXXX United States XXXX XXXX et al. Reference is made to the above-cited criminal case that is pending in the U.S. District Court in XXXX, Virginia. As you are likely aware, you are named as a victim in the case. I am victim on several fronts not only with this criminal case but with Shellpoint. I filed for bankruptcy not because I have credit bill I could not pay. Because I have a mortgage company that was not working with me. I don't have credit cards, I am Substance Abuse/Mental Health Counselor, I have student loans, I have a car payment, I have the usual life bills ( utilities, medical, internet ) I make {$45000.00} a year and this company and their practices have financially bankrupted me, ruined by credit and have emotionally stressed me to the point of distress. Anything you can do to bring this company 's business practices to an end and make them follow regulations and not hid under the " debt collector '' status is appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21215
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint against NewREZ XXXX www.newrez.com XXXX. XXXX XXXX XXXX, TX XXXX My mortgage was transferred to Shellpoint Mortgage which then became NewRez LLC some years ago. In XX/XX/XXXX I began paying extra principal and just additional money on my mortgage. Unfortunately, I didnt pay a lot of attention of how my extra payments were being accounted for, but I assumed that it was going to principal and interest payments. I had a XXXX in XX/XX/XXXX and in XX/XX/XXXX I finally reviewed my mortgage account to see how much longer it would take to pay it off. I realized that what they did was they kept pushing out next due date as opposed to applying the funds to my account. Ins My XXXX statement of XX/XX/XXXX stated I owed {$0.00} on XX/XX/XXXX and my next due date was XX/XX/XXXX ( or XX/XX/XXXX ). To me that meant they had at least five months of payments accredited to my account or at least {$12000.00} ( my regular payment was {$2400.00} although I often rounded up to {$2500.00} ). My first call on XX/XX/XXXX the customer service rep said she would enter a ticket to have my payments reassigned to principal. She thought I might have somewhere between 12 and {$15000.00} overpaid. At that time, I owed {$12000.00}. She told me it would take 3-5 days to process. Nothing happened so I called back on XX/XX/XXXX and spoke to XXXX. She said she saw the notes but no ticket so she opened one and said she would escalate to her manager. On XX/XX/XXXX NewRez fluctuated my due amount between {$12000.00} and {$22000.00} and determined I owed {$9500.00}! I called back on XX/XX/XXXX and spoke to XXXX who would not explain why they did what the did but their adjustments were correct were correct. After that fiasco I noticed they had pushed my next payment out to XXXX. I called and spoke to XXXX and we figured if we took the 2 months credit into account if I paid on XXXX we figured the new principal would be {$4700.00}. NewRez moved my next payment due to XX/XX/XXXX but only reduced my payment to {$8300.00}. I do not understand their funny math so Ive attached the spreadsheet with my payment history. I feel I should owe much less than what they are billing me. I believe they are being dishonest, I have attached the payment record for you review. I hope you can help.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Spoke with ShellPoint Sent letter to be updated regarding ownership of property NOT beneficiary which is what Shell Point Servicing Ownership Taxes Need letter for verification/finance purposes
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint Mortgage Servicing is reporting erroneous lates on my credit file. I had a few erroneous lates that were removed due to me being in forbearance but after the forbearance was over they reported new lates. I was very confused as i had set up automated payment 's. I called to ask why those lates were being reported and they told me no automated payments were set up and those payments were missed. I requested they listen to the recording where i asked for the representative to set up automated payment 's. This conversation was 30+ minutes long, after we discussed the deferment process i requested auto pay. They have " investigated '' but i don't think they even listed to the recording where i know for a fact i requested the automated payments. This is now the second time i have had erroneous reporting 's and I'm truly upset as a long time customer. This has ruined my credit and also is getting in the way of me being able to obtain financing which is very important to me and i take very seriously. I need a full investigation and for these lates to be removed from my credit. If the lates are not removed and i don't receive proof of the reporting being accurate then i will take further, legal, action.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez ( a debt collector and who handles my mortgage payments ) received two payments on XX/XX/XXXX ( from a closed bank account - I will call XXXX XXXX for {$1100.00} and one on XX/XX/XXXX ( from a new bank account - I will call Bank B XXXX also for {$1100.00}. This was 2 weeks early for a XX/XX/XXXX due date. XXXX account was closed and had a XXXX balance, so the money came back as NSF by NewRez ( which is a XXXX error for not properly closing my account on XX/XX/XXXX in person, as I requested ). XXXX then accidently requested back {$1100.00} from XXXX. XXXX sent the money to XXXX that I had sent to them from Bank B. XXXX now shows a balance of {$1100.00} ( again which should have been closed with a XXXX balance ). NewRez knows which financial intuition they are receiving money from. If XXXX requested monies, they can not send monies from Bank B to XXXX. This is fraudulent. This has caused a snowball effect or errors, having no monies now for my XXXX payment to NewRez ( from Bank B ). They then applied {$1100.00} XXXX payment ( from Bank B ) to XXXX, {$1100.00} XXXX payment ( from Bank B ) to XXXX. I finally caught it in late XXXX. XXXX has admitted they made several mistakes and a letter stating their mistakes was submitted to Newrez on XX/XX/XXXX. I submitted to NewRez several copies of XXXX statements, a XXXX letter, Bank B statement, and an email stating all facts to NewRez. I have been to XXXX to correct issues in person and made more than six phone calls to discuss this situation. I asked that NewRez reverse all improper late fees and NSF fees that total {$100.00}. I also ask them to reverse the late payment/missed payment that was sent to all credit agencies. This XX/XX/XXXX payment was actually several weeks early ( paid on XX/XX/XXXX ), not late. They have not excepted any responsibility for fraudulently transferring my money to an account it didn't come from. A proper fine should be applied for an improper handling and fraudulent transfer of funds. I ask that XXXX also pay me some type of restitution for the hours and hours of work and time I have invested in a problem that was fraudulent and avoidable on their part. They need to cover the NSF fees and late fees that were accessed by NewRez. They also need to contact all credit bureaus to ensure this does not effect my credit with any credit reporting agency with improper late payments and missed payments. NewRez refuses to reverse any improper charges. And they refused to correct a " late '' payment ( s ) that was reported to all credit agencies. XXXX is waiting for NewRez to fix everything. They also have said they cannnot even call NewRez due to privacy laws.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 92504
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my first home on XXXX XXXX with Newrez mortgage, this company is owned by Shellpoint Partners LLC. On XXXX XXXX Newrez withdrew from the escrow account {$6000.00} to pay the first quarter of my property taxes. From XXXX until XXXX my mortgage payment was {$2000.00}, of which {$800.00} went to the escrow account to pay for taxes and insurance. As of XX/XX/XXXX, the balance on the escrow account was approximately {$3200.00}. On XX/XX/XXXX {$6000.00} were withdrawn from my escrow account leaving my account negative - {$4300.00}. My quarterly property taxes are {$1700.00}. My problem is that when I call the city of XXXX, they said that they havent received my tax payment yet and they were also surprised about the amount. The mortgage company gives me a different story every time I call, they have no proof they can provide me for the payment because the payment was made electronic and the city of XXXX can not help me until I get the proof. This problem has caused my monthly mortgage payment to increase by almost {$840.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 075XX
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is against my mortgage company : Shellpoint Mortgage Servicing for NewRez Mortgage My complaint is that my mortgage company is not adhering to the regulations for the COVID Relief Mortgage forbearance because they only granted 90-days of mortgage forbearance and they told me the forbearance will negatively impact my credit. I shared Consumer Finance website and details about COVID Relief mortgage forbearance and representative told me it ends XX/XX/2021 and this is all I will receive. On XX/XX/2021, I requested the COVID Relief Mortgage forbearance/deferment and the mortgage representative helping me told me that I only have until XX/XX/2021 for forbearance because that is when the COVID Relief ends. She also told me the forbearance will negatively impact my credit. If the COVID Relief mortgage forbearance is supposed to be for 180 days, why is my mortgage company only giving me 90-days? And why are they reporting negatively on my credit when the COVID Relief says they are not supposed to? I am in good standing currently with no late payments ever with my mortgage company.
Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have loan with new rez LLc, and in XX/XX/XXXX they asked me to pay XXXX USD but in XXXX they took XXXX USD. I have no idea why did they increased money on my mortgage and also reported same money to credit buero. I tried calling them every month and they said they will send escrow analysis but they nevr send neither they clarified why they increased XXXX dollar per month without any notice. the customer services only said its company policy and now its XXXX end XXXX and i still pay higher mortgage. it all happened without my consent or agreement as a result i lost two things - first my monthly house hold bill increased to XXXX 2nd my next mortgage capacity limit is reduced to XXXX as XXXX increased in monthly loan with my good credit rating will reduce my borrow limit of XXXX. as per current market rates where builder increasing their seller price up to XXXX XXXX every month. I could find myself in suitable situation to get a good bowering capaicity as builder is increasing property rates. I need concerned authority to take care my money and time loss due to negligence of new rez company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I tried to make my mortgage payment in XX/XX/2020 and was unable to log on to my account. I called customer service several times and got different responses. When I tried making a payment I was directed to pay online using my portal. They would get me off the phone by convincing me the problem would be solved when I recieved an email with a link to registering my account ... when I try logging the error message is that this account is already registered ( which is true because I had used it ). I go to change password and a link is sent to my email and I can request my username just fine. I try to log in and I get directed to Registration again. I have called several times over the last year and sent requests for assistance to their webhelp and I get a message that they received my request and would get back to me, and never did. This happened several times. I requested forbearance for COVID-19 Hardship after they would not take a payment from me and income was drastically reduced, and identity theft was discovered when my fiance applied for unemployment. His income helps support our household. So throughout the last year, our financial situation improved. My fiance got back on Soc. Security Disabilty, my child support increased and I was able to rent to a homeless veteran who has VASH housing voucher, so HUD pays me $ XXXX/month for half of my house. So before my forbearance ended, I tried to make a payment and they would not let me. One customer service or loss mitigation said it was because I can't until after forebearance ends, another said I had to apply for repayment plan and be accepted, another said I have to watch personalized video and choose an option ( tried several times, and would not let me choose anything ) or forced me to log in, which was not happening. Then I was told I did not qualify for any repayment plans for different reasons depending upon who I spoke to. One said it was because I was not current when forbearance started ( they would not take payment and made it so I could not log in ). Another said I did not qualify for any plans because it was a few days after the end of the forbearance ( mind you I had been in contact and trying to remedy this prior to the end. ) One said he could apply for deferment with special circumstances ( I was promised a decision and call back by that friday, still no response ). I was told that the reason no one has helped me is because of the bankruptcy?? I am on the mortgage with my brother, we inherited our family home ( including the mortgage ) 2 years ago. Apparently my brother filed bankruptcy years ago and this mortgage is not involved. I did some research and believe this loan was miscoded. I was told that the bankruptcy department was looking into and would let loss mitigation know. I have not heard back. I ask about it every phone call I make to loss mitigation. This is what I believe to have started all of this. I have put a request in for a call back to speak to a supervisor. This mostly all phone calls and do not have supporting documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98584
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A