Date Received: 2023-12-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: The original signed loan agreement from XXXX stated that taxes and insurance have been waived by the lender and will be the responsibility of the borrower. I have never missed a monthly mortgage payment of {$1200.00}. I have payed the property taxes and have maintained the hazard insurance since XXXX. My mortgage is not in default. In XX/XX/XXXX, Newrez acquired my loan and placed a mandatory Escrow account for taxes and insurance that raised my monthly payment to {$1700.00}. In XXXX, I provided proof of hazard insurance for my condo so that the lender placed insurance and taxes could be removed. My request was denied. In XXXX, I provided Newrez with the original signed loan agreement that states taxes and insurance have always been my responsibility and it is illegal to change the original signed loan agreement. My request was denied because the hazard insurance was unsatisfactory. I need to provide proof of insurance from the HOA for the entire building. On XX/XX/XXXX, I provided Newrez with the insurance declarations from the building HOA for the entire condo complex. I have tried numerous times to pay my mortgage however, Newrez has warned that my mortgage payment will not be applied if I do not pay {$1700.00} which includes their insurance and taxes. I have already paid the first installment of my property taxes. I do not need a second insurance policy on my apartment and the building XXXX has proven the building has an insurance policy. Newrez is forcing me to default on my mortgage payment by not applying my monthly mortgage payment towards the principal and interest as I have done for the last 13 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90026
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Our Mortgage company said we didnt have adequate homeowners/hazard insurance and said if we don't show proof they will add it to our payment escrow account. During XXXX I believe 2023 after we added the certificate to their web porter they still added the coverage even though they confirmed that they got it. Many months later in XXXX I get a mail letter saying that soon we need to get another insurance since they added it already. I checked my automatic payment thinking taxes went up on my escrow account payment and discovered they added the insurance even though I proved it and they confirmed it. I called in multiple times with no luck. I called again and got someone and they did say they discharged and that it would take another 30 days and the fees might be less for my refund. They stated they refunded {$880.00} on XX/XX/23 and {$250.00} on XX/XX/23. They said they would have to do another escrow analysis in 1 week of XXXX and then they were not sure the exact refund I would get 5 days after that. They keep telling me different things and different amounts. I think they need to be audited they added this for no reason how can I add interest to my money. They told me they have thousands of customers and it's the holiday and this could happen sometimes. That is unbelievable. Please help
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In early XX/XX/2023, NewRez, LLC purchased my mortgage from XXXX XXXX XXXX. At the same time, I changed my home insurance provider from XXXX ( XXXX ) to XXXX XXXX. NewRez was notified of this change but failed to update their records. Consequently, they did not make the insurance premium payment to XXXX. My insurance agent, XXXX XXXX, reached out to NewRez multiple times in XXXX and was assured that the payment to XXXX would be made on time. However, the payment was never made. On XX/XX/XXXX, XXXX and I contacted NewRez in a three-way call, informing them that they needed to make an overnight payment to XXXX to prevent the insurance policy from lapsing. NewRez agreed and apologized for their mistake. When XXXX inquired why this happened, they explained that they were too busy due to their recent loan acquisitions. It is now XX/XX/XXXX, and XXXX has not received the " overnight payment. '' XXXX contacted NewRez and received a check confirmation number : XXXX, and was informed that the payment had been made. However, when I contacted NewRez separately, I was told that an ACH payment had been made with the reference number XXXX. XXXX XXXX says that NO PAYMENT has been received. Today, I paid the insurance premium myself since the policy had been canceled. My payment, made via credit card for {$1500.00} ( confirmation number : XXXX ), reinstated my home insurance policy. NewRez now owes me a refund and a very heartfelt apology. NewRez loan number : XXXX Grange Insurance Policy number : XXXX My insurance agent is XXXX XXXX at XXXX XXXX ( phone : XXXX ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37214
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I noticed that my most recent credit report contains [ a late payment/payments ] reported on [ XXXX ] for my Loan account. Two credit bureau reported this. I submitted proof I did not pay late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint Mortage It reflects 60-days late on my credit report for account # XXXX. I have attached a copy of the deferment letter. My loan has been in deferment from XXXX XXXX XXXX, I was informd that while my loan was deferment and they was trying to work out a mortage plan for me to keep my home, my credit score would not be affected, and they would not report my payments as late. But inside they did to all credit bureaus. XXXX XXXX XXXX deferment it reflect 90-days late on my credit report account # XXXX I have attached a copy of the deferment letter. My loan was defermened and they was trying to work out a mortage plan for me to keep my home, credit score would not be affected, and they would not report any negative action to the credit bureau. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53218
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint Mortage It reflects 60-days late on my credit report for account # XXXX. I have attached a copy of the deferment letter. My loan has been in deferment from XXXX XXXX-XXXX XXXX, I was informd that while my loan was deferment and they was trying to work out a mortage plan for me to keep my home, my credit score would not be affected, and they would not report my payments as late. But inside they did to all credit bureaus. XXXX XXXX XXXX deferment it reflect 90-days late on my credit report account # XXXX I have attached a copy of the deferment letter. My loan was defermened and they was trying to work out a mortage plan for me to keep my home, credit score would not be affected, and they would not report any negative action to the credit bureau. XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53218
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/2023, I was notified that my home mortgage was sold by XXXX XXXX XXXX to a new company, NewRez. Both XXXX and NewRez sent me emails and mail that said I wouldn't have to do anything, my payments ( which I had authorized to be deducted bi-monthly ) would continue to be automatically processed on the XXXX and XXXX of the month. NewRez said " We are looking forward to being your new mortgage servicer. As a reminder, your loan will officially transfer to us on XX/XX/XXXX, and the auto draft payment arrangements you made with XXXX will transfer to us automatically. Good news, theres no action you need to take. '' XX/XX/XXXX was the last payment that was automatically made to XXXX. NewRez began automatically deducting the same amount bimonthly beginning on XX/XX/XXXX. They then deducted the same amount on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. However, I got an email on XX/XX/XXXX from NewRez saying they had not received my payment for XXXX. I called and told them I had authorized XXXX, that NewRez had represented that that authorization carried over to them, and they had in fact charged me on XX/XX/XXXX and XX/XX/XXXX already. For some reason, they waited until XX/XX/XXXX to automatically charge the second half of the XXXX payment, but that was not my fault as I had no control over their automatic debit process. They admitted they made a mistake and I expressed concern that it would have a negative impact on my credit score. They claimed it would not because I was within a 60 day window of the transfer of my loan. I said, OK, but also it should not reflect on my credit because it was their error and I was in fact all paid up. They said they were having problems with their bimonthly payment processing, so I asked them to switch me over to a standard once a month payment plan. I expressed concern again that ( a ) they were not handling the automatic deduction properly and then accusing me of paying late and ( b ) they did not seem to be applying my payments to my account. They promised they had figured it out and I would not have any more issues. Despite that, and despite me changing over to monthly payments because I didn't trust their ability to handle bimonthly payments appropriately, they charged me another bimonthly amount on XX/XX/XXXX ( after I had switched over ) AND they also charged me a full month payment on XX/XX/XXXX. So by XX/XX/XXXX, they had already charged me XXXX the amount I owed for XXXX. Reviewing my statement, I saw that they had charged me {$5900.00} since the loan switched over in early XXXX, while I had only owed {$3900.00}, so I was overpaid by {$1900.00}, but perversely their records showed I was in arrears and my principal had not been reduced because they had not applied the payments to my account. Also on the statement they sent me, I saw that I was charged for a " skip trace '' to XXXX, which suggests they did actually ding my credit rating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22903
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgager, Newrez is currently cheating me on my mortgage by doubling my homeowners insurance. They recently inherited the mortgage from XXXX ( who originally errored by purchasing homeowners insurance when I already had it ) but so far either dont understand or refuse to make the corrections even though they acknowledge that I do have my own insurance. I tried to get the additional insurance removed by having my insurance company send proof time after time when first learned of the additional insurance notice but the mortgager at the time, XXXX, for some reason didnt take notice and now it is with the new mortgager, Newrez , who it appears is following in their footsteps. I have written numerous times trying to explain to them their own documents but again nothing ( please see statement in quotes below and attached document containing statement referenced-supporting documents ) : To Whom This May Concern : Again, I am asking you to remove the {$2300.00} from my mortgage payment as this is a result of the previous mortgager, Loan Care, erroneously soliciting and ultimately purchasing homeowners insurance for me when I already had my own insurance. You are charging me twice for insurance and there is a history of me trying to get this rectified with email notifications ( see Attachment 1, letter dated XXXX XX/XX/XXXX and please excuse language ) in addition to my insurance company providing whatever documents that required to show proof. I am spending and have wasted a lot of time trying to get this straightened out. It is my hope and desire that you stop referring to this as an Escrow Shortage thats due to taxes and realize instead that it is due to this additional {$2300.00} insurance cost wrongfully imposed on me by XXXX XXXX thats clearly spelled out in the Annual Escrow Account Disclosure Statement printed on your letterhead ( see Attachment 2 ) the actual property taxes will total {$2600.00} and will be due at the end of the year. Moreover, as part of an explanation : Monthly mortgage for XXXX and XXXX - $ XXXX Erroneous Additional Hazardous Insurance Charge from Loan Care XXXX XXXX XXXX or $ XXXX New erroneous monthly mortgage for XXXX going forward - {$1200.00} + {$190.00} = {$1400.00} Note : As with the previous mortgager, it is my desire and intention to eliminate the escrow account thus I am requesting to pay the insurance and taxes myself. Some reference to your response of my original message by : XXXX XX/XX/2023, XXXXXXXX XXXX Thanks,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 712XX
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Our original home loan was through XXXX and then it was sold to newrz LLC. We were told by both companies that this would be a seamless process and that they are just picking up were XXXX left off. That is far from the truth. We have been with him for one month they have paid my homeowners insurance late causing a cancellation and then this morning I'm receiving another cancellation notice from the insurance company because changes need to be made. I In the original garbage that we received that all documentation insurance policies and everything will automatically be transferred and updated. I'm finding this out not to be true. I even called and had everything updated with my homeowners insurance. Had to call them a second time to ensure that it was updated. The lack of communication and transparency is very concerning. I am not receiving any documentation letters and or instructions from the new company on why changes need to be made or even being informed of them. I'm seeing hundreds of complaints in regards to this company and their actions. I'm wanting to reach out to find ways to protect myself from them doing any more damage to my home to my finances or even my XXXX XXXX How should I proceed and how can I get someone to actually talk to at this company that actually knows what they're doing? I should not be in fear of losing my home or getting charged late fees for the ineptitudes of a company that has done this to so many people. I'm sure you can see from your reviews and people who have submitted as well as the XXXX XXXX XXXX That this is an ongoing trend I am very scared and nervous for what is the yet to come in the new year. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: I have a new inspection fee of XXXX dollars. I have been trying to get this company paid as soon as possible They are coming up with new fees. Why they are inspecting or adding additional fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A