Date Received: 2021-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I refinanced a first mortgage on my condominium, closing date XX/XX/XXXX. I paid off the prior mortgagee, NewRez LLC, on that date. However, XXXX has not recorded the discharge of the loan at the XXXX XXXX XXXX of XXXX. I called XXXX on XX/XX/XXXX. They promised to email me a satisfaction letter purporting to show that they had electronically recorded the discharge of the loan with the XXXX XXXX Registry of Deeds. I did not receive it. I called XXXX on XX/XX/XXXX and they made the same promise. This time I received the satisfaction letter via email, however the satisfaction letter they sent was for a different loan that was discharged in XXXX. I called XXXX on XX/XX/XXXX and determined that the mortgage I was trying to get discharged does show as fully paid in their systems, however, the satisfaction letter attached to the relevant account in their system is for the wrong loan. Customer Service told me to contact the loan servicing department by email at XXXX. I did so. I received an automated reply via email. On XX/XX/XXXX I received a paper letter from XXXX acknowledging that they received my inquiry and they were working on it. On XX/XX/XXXX I received a paper letter from XXXX saying that they " respectfully request additional time '' to resolve the issue. At this point I am opening an inquiry with CPFB because I do not consent to allowing more time to resolve this issue. They were responsible for correctly discharging the mortgage several months ago. As it stands now, according to the registry of deeds, my property is encumbered by a mortgage that I do not owe, and this has a serious material effect on my financial position and ability to manage my property. I would appreciate your assistance in escalating this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I paid my mortgage in full in XX/XX/XXXX and under XXXX the account still shows open with a {$260000.00} balance it also shows a payment in XX/XX/XXXX from when I opened a dispute through XXXX against Shellpoint but I have not made a payment since the payoff in XX/XX/XXXX. The XXXX XXXX report shows closed with an outstanding balance of {$260000.00}. The XXXX report shows closed with a {$0.00} balance. When I call Shell Point, also operating as New Rez, they confirm that the account was paid in full in XX/XX/XXXX and they have closed the account. I have disputed this through the credit agency and I have also called them and tried to get this resolved to no avail.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX we refinanced our mortgage through XXXX XXXX, and NewRez, LLC was assigned as the mortgage servicer. In mid-XXXX XXXX we learned that XXXX XXXX had failed to pay off the mortgage when we refinanced. ( I learned this when we received a call from the former mortgage company about a missed payment. ) The short version of a long story is that the title company never sent the funds. Acknowledging the error, the title company and XXXX XXXX sent us a {$500.00} gift card, and in response to my request, they also issued a letter acknowledging their mistake and that the missed payment was not due to our oversight. On or about XX/XX/XXXX we received a tax bill from XXXX County due to the failure of NewRez to pay our XX/XX/XXXX property taxes. I contacted NewRez and it took four weeks for NewRez to pay the taxes on or about XX/XX/XXXX. During this delay, when NewRez was providing absolutely no information or update, I contacted several executives via email : XXXX XXXX, President ; XXXX XXXX, CEO ; XXXX XXXX, VP of Compliance ; and XXXX XXXX, Chief Compliance Officer. Not one executive, nor anyone from their staff, responded. Given the taxes were paid, I did not pursue the matter. In early XX/XX/XXXX we received notification that our 1098 for tax year XXXX was ready for download. However, the 1098 reflected payment of only half of our XXXX property taxes. Upon review of our escrow account, there was no disbursement to XXXX County for the XX/XX/XXXX tax bill. Further evidence of this missed payment was our escrow balance which was significantly higher than it should have been had the tax payment been made. However, upon checking our account via the XXXX County portal, I discovered we had a XXXX balance. I spoke with a XXXX County representative who informed me a payment was posted on or about XX/XX/XXXX and was applied to our XX/XX/XXXX tax bill. At the risk of being redundant, but in an effort to make this important point abundantly clear, there was no withdrawal from our escrow account for this payment. I contacted NewRez on XX/XX/XXXX and a ticket was opened. More than two weeks later, still there was no update. On XX/XX/XXXX I again sent an email to the same executives I contacted in XX/XX/XXXX. I requested a reply by the next day or I would contact your office. I immediately received a call from XXXX XXXX, Chief Compliance Officer, who left a voicemail message stating he would assist in getting the matter resolved. The next day ( XX/XX/XXXX ) I received an email from XXXX XXXX. She stated she was waiting to hear back from the Tax Dept and would be in touch after she did. I have not heard from her or Mr. XXXX since Ms. XXXX XX/XX/XXXX, XXXX email, despite my XX/XX/XXXX email asking for an update. On XX/XX/XXXX I received a corrected 1098 which reflects full payment of our property taxes. A review of our escrow account shows a disbursement to XXXX County on XX/XX/XXXX. However, I have confirmed with XXXX County that no payment has been received since XX/XX/XXXX, so this entry appears to be a fix to simply reflect that the taxes have been paid in full. Here are my concerns that I believe need review : 1. Why have our property taxes not been paid timely and on schedule? 2. What prompted the random XX/XX/XXXX payment? 3. Where did the funds for the XX/XX/XXXX payment come from? 4. Where did the XX/XX/XXXX funds go if not to XXXX County? As we both know, NewRez has a fiduciary duty to manage our escrow account, and there have been several failures in this regard in the mere nine months they have served our mortgage. I am not confident that things will improve going forward.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I logged into my account with NewRez to make my monthly payment. Upon doing so I noticed my Escrow Account had a negative balance which was very unusual since my Home Owners Insurance or Property Tax Bill had not been disbursed. I noticed {$6500.00} has been deducted for " Insurance Premium Disbursement '' I called and was told this was a one time PMI charge and I asked for an explanation and was never provided one. No one with NewRez notified me in writing or by calling regarding I was going to be charged this. I inquired again a few weeks later in late XXXX/early XXXX and was told the same thing. I just could not understand why I was charged this amount and I was told I would receive a letter ( which I never did ). Over the Holidays I didn't follow up much on the issue, but started again in XXXX. I've called XXXX who could not tell me anything other than they did not bill me and I'm not the policy holder. I called Shellpoint since they are the lender and was not provided any new information as well. I have made two calls in XXXX XXXX being on XX/XX/XXXX where I was told by XXXX XXXX someone would reach out to me in 3-5 business days and no one never did. I understand there may have been an error in the closing process, but after talking with several realtors, lenders, etc. none have heard about the Lender putting the charge back on the borrower ; especially with no notice! My mortgage payment has increased over {$650.00} per month. This is beyond unethical for a company to be allowed to do this. I'm attaching my escrow statement along with a few loan documents for your reference. I also have done research where a charge of this magnitude would change my APR for my closing disclosure and the lender is not allowed to go over 0.125 percent and if you do the math you will see they have gone outside this range. I would like to be reimbursed the full amount as that is what a reputable company would do and since they provided no notice and did illegally not provide me with an updated closing disclosure. You will also see where they have taken 17 PMI payments of {$66.00} and refunding two for a total of 15 deductions and I've only had made 13 mortgage payments. I have inquired about this as well and no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30549
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My current mortgage lender is Shellpoint Mortgage. Shellpoint administers an escrow account on my behalf through which real estate taxes are paid. I am refinancing my home mortgage through a new lender. I contacted Shellpoint before refinancing to confirm that I could request suspension of real estate tax payments through Shellpoint 's escrow because my new lender would be assuming responsibility for these payments going forward. Shellpoint representatives confirmed that real estate taxes could be suspended in the manner I requested. I completed the refinance transaction and my new lender was to pay real estate taxes going forward. After I completed the refinance paperwork, I was informed by Shellpoint that Shellpoint 's real estate tax payment through the escrow account could not be suspended. This contradicted previous representations by Shellpoint. The reason given by Shellpoint for not suspending real estate payments was that Shellpoint works with a third-party escrow administrator. No explanation was provided as to why Shellpoint could not work with the third-party administrator to request suspension of the tax payment. I spoke to Shellpoint representatives several times after being informed that Shellpoint could not suspend real estate payments. I was told by phone representatives several times that real estate payments could in fact be suspended. I was also told that a " lock '' or " freeze '' had been placed on the account that would suspend the payment. Shellpoint made the real estate tax payment despite their representations that it would not. I spent several hours on the phone clarifying these issues and the end result was contrary to my initial request. In addition, once it was determined that both Shellpoint and my new lender had made payments on my real estate taxes, Shellpoint did not provide clear directions or sufficient documentation for me to request a refund on the duplicate tax payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60025
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am on a forbearance plan due to COVID19 but i have been current on my loan until i changed my home insurance. My Mortgage went up {$400.00} per month but when i changed insurance companies getting same rate as before my premium didnt lower until XX/XX/XXXX statement and i started new insurance company XX/XX/XXXX. It took 5 months to get correct amount which means that is like {$2000.00} extra Shellpoint is trying to get from me. I have been calling and calling to get this resolved. I need to have my mortgage premium adjusted and still nothing has been done.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 92114
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-22
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: We are asking for Cash for Keys and moving expenses due to this foreclosure. We were never offered to sign a Deed in Lieu of Foreclosure by Shellpoint. We were told that it was offered to us during XXXX of XXXX via certified mail. We never received this offer by certified mail. If we had received it we would have signed it right away. I was told by a Shellpoint Manager, XXXX XXXX that this letter was never issued. When we called Shellpoint, XXXX XXXX on the week of XX/XX/XXXX, she lied to on this phone conversation about this letter. She transferred us to XXXX XXXX for more help. He stated that there were processes he could do to make us eligible for Cash for Keys and moving expenses and would get back to us that night. He scheduled a call at XXXX MST to explain with us when XXXX was available to listen. He never called and when we called him back, we were told by XXXX of Shellpoint that he had left your phonebank. Another lie. Our background with Shellpoint is that we never trusted them. Since we were granted Chapter XXXX bankruptcy in XXXX, which included this property, we still made every payment until XX/XX/XXXX. On the advice of our lawyer, who told us we were in dire straits, we needed to have the property foreclosed on. The property was tax appraised at {$420000.00} but during that period of 3 years we could not get any offers at all for a minimum of {$340000.00}. XXXX was laid off twice during that period and could not find employment that provided enough compensation to support the mortgage payment which had doubled at that time within a year. After we left the property on XX/XX/XXXX our lawyer, XXXX XXXX, XXXX, RI accepted {$1000.00} to work on our behalf to get the property foreclosed ASAP. He told us not to short sale it. This is when the harassing phone calls started from Shellpoint. My wife would receive up to 4 to 6 calls a day from their phone bank. She always asked that these calls be recorded before she would explain this long frustrating story to them. XXXX tried to tell the Shellpoint clerks what we wanted, but they only insisted on getting us back into the house. They would not listen to us and refused to let us speak with a decision maker at Shellpoint. These calls went on for 6 years all with the same results. Shellpoint 's clerks were and still are unprofessional and uninformed about the mortgage servicing business. My wife received so many calls on her company phone that she lost her $ XXXX job due to it. She also has developed a XXXX XXXX due to this stress as the calls continued on our home landline up 3 to 4 times a day at all hours. Why did Shellpoint not try to communicate with us in a professional manner, via phone, Email or mail, as soon as you knew in XXXX that we wanted the property foreclosed? Why were we not offered the option of signing the Deed in Lieu of foreclosure? Why when we initiated contact with your phonebank they would not listen to us and only insisted that we get back into the house? We understand that the foreclosure will occur on XX/XX/XXXX so our options are limited with the investor deed holder. We are asking that Shellpoint compensate us due the mishandling and lies about our account during the past 6 years. Shellpoint has made life unbearable for us the past 6 years. We have struggled to get credit and have had difficulty leasing a car and getting an apartment to rent because of Shellpoint punishing us for our bankruptcy in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2021-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX NewRez claimed they closed my mortgage account but it still showed open on my credit report.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MI
Zip: 49002
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Applied for refinance on XX/XX/2020 with NewRez mortgage and I am still waiting for closing. All documents have been submitted and can not get a straight answer from company. I spoke with loan processor yesterday to make sure payoff was received for the 3rd time. Just want to know if this will ever be completed. Appraisal was for XXXX asking to refinance {$120000.00} for 15 years. Current interest rate is 6.99 % was quoted 2.5 %
Company Response:
State: FL
Zip: 33614
Submitted Via: Web
Date Sent: 2021-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
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: In XXXX of XXXX, I made the decision to stop making payments on my home equity line of credit with XXXX XXXX XXXX. I had my first loan, and the 2nd loan ( home equity line of credit ). Prior to XXXX XXXX XXXX taking the loan it was with XXXX home loans in XXXX. I was finally able to get my first refinanced by Shell Mortgage in XX/XX/XXXX. I continued to pay XXXX XXXX XXXXXXXX until XXXX of XXXX. I was advised by the representative at Shell Mortgage that I could stop making the payments and XXXX XXXX XXXX had no recourse other than to file a lien against my property as Shell Mortgage was the primary loan. XXXX XXXX XXXXXXXX started the process to foreclose on my home for XXXX. Shell Mortgage was well aware of this, as I called them each time I received a notice from XXXX XXXX XXXX. Shell Mortgage assured me that I had nothing to worry about. XXXX XXXX XXXXXXXX foreclosed on my home, after I had been living in my home since XX/XX/XXXX, I was forced to move out on XX/XX/XXXX. Shell Mortgage company allowed XXXX XXXX XXXXXXXX to foreclose on my home and sale it for XXXX, they took their XXXX and sent me a letter indicating that in an account I had {$130000.00}. I had to obtain a lawyer in order to keep Shell Mortgage from getting in of the money from the sale of my home. I paid Shell Mortgage company payments on time, from the date of my loan until XXXX of XXXX because they indicated that XXXX XXXX XXXXXXXX could not take my home. On XXXX XXXX, the sheriff put a note on my door which said that I had be out of the house before XX/XX/XXXX. I had to go to court, in order to get XXXX XXXX XXXXXXXX to allow me to stay in my home for one month. I paid XXXX XXXX XXXX XXXX to stay in my home for one month. I had lived in my home since XX/XX/XXXX, recently added a new room, updated my kitchen, bathrooms, put in expensive hardwood flooring and was about to put on a new roof, when all this happened. Shell Mortgage allowed XXXX XXXX XXXXXXXX to foreclose on my home for XXXX when I owed them at the time {$370000.00}. I trusted Shell Mortgage because they had much more to lose. My lawyer asked for the recorded conversations with the representatives and each time when I discussed the communication that I was getting from XXXX XXXX XXXX they assured me that XXXX XXXX XXXXXXXX did not have any rights to my home. Not on credit report, Shell Mortgage is reporting that I owe them monthly mortgage payments. The most recent report indicates I am behind on my home loan by 28 months. I tried to get them to remove it, because the only way for this to be corrected would be for me to have continued sending them payments for a house that does not belong to Shell Mortgage. The house is gone, I have had to move in with a friend of mind, put all of my belongings in storage that is costing me a lot of money every month. I want Shell Mortgage company late payments to be removed from my credit report. I spoke to a loan officer and he instructed me to have my attorney that is representing me in my lawsuit against Shell Mortgage company to file something against them to get this taken off of my credit report. I pay my lawyer {$1000.00} a month since XXXX of XXXX, and I am not sure if it just a waste of money. It has been going on since XXXX of XXXX, and nothing has changed for me. this agency to let me know if what Shell Mortgage is correct. In XXXX my credit score was XXXX and I was able to get a fairly decent loan with Shell Mortgage after dealing with XXXX XXXX XXXXXXXX since XXXX and my home was under water for over 9 years. Once I secured the loan with Shell Mortgage, I decided to address all the credit card debt that I had. I contacted XXXX XXXX XXXX and signed up for a 3 year program to have them negotiate my credit card debt. I was not planning on having to purchase anything major during the 3 years. My credit score went down as a result of this but I had no idea that I would be where I am now. My husband is a 20 year retired veteran and he and I would like to use his VA benefits to purchase another home. The loan officer said that we would never be able to get a loan with the information that Shell Mortgage is reporting. They have ruined my life by allowing XXXX XXXX XXXXXXXX to take my home of thirty years for XXXX. Now they continue to ruin my life with the information that they are reporting on my credit report. It has got to end, and I need your help in getting taken of my credit report.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 94590
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A