Date Received: 2021-02-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Re : Loan ID XXXX On XX/XX/XXXX I checked the XXXX online portal and it shows that there is currently a balance of {$1000.00} in the escrow account. I am not understanding this figure because on XX/XX/XXXX, NewRez disbursed {$6600.00} for Insurance Premium from the escrow account. My current insurance company refunded {$3600.00} to NewRez on XX/XX/XXXX. I made mortgage payments ( {$2000.00} ) for XXXX and XX/XX/XXXX, respectively. {$940.00} from each payment in XXXX was allotted to " escrow ''. How is it possible that only {$1000.00} remains in escrow? NewRez also indicates that I owe {$130.00} towards Mortgage Insurance. I disagree. It has always been very difficult trying to get to or communicate with NewRez. My calls are usually transferred between different departments. I am currently trying to separate myself from NewRez but there are unexplained delays. They have been tardy in sending a payoff request to my proposed refinance lender. During which time they sent me a counter offer. That looks suspicious to me.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid for a broker appraisal to have the PMI removed from the loan. It was removed in XX/XX/2020 but the PMI continues to be disbursed. My monthly payment hasn't gone down. It has gone up as the XXXX escrow analysis showed an equity shortage. Ive called at least five time and I cant get it straightened out. Thank you for your help.
Company Response: Company believes complaint is the result of an isolated error
State: WA
Zip: 99223
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to get the correct amount of debt owed on my mortgage asked for 3 months to get a copy of the original mortgage documents company is unable to provide the documents. They sent me a inaccurate transaction history I was able to find 2 bank statements showing payments that was not on their history. I have provided this to them but did not get any response. They are unable to provide mortgage docs showing the obligation of the debt and the transaction history is inaccurate It is the responsibility of the lender to provide accurate proof of debt. I have given them documentation that their information is inaccurate. They violated my rights by making phone calls to my cell phone after being requested not to. I attached a email showing I released them from this after several calls were already made.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I originally started with this refinancing with this company XXXX months ago. Through this entire process, I have given NewRez multiple opportunities and have very patient with going through this process. From XXXX to XXXX the processor I worked with no longer was responding until I called the original employee I was working with for him to say " he has no idea what is going on ''. I have asked for managers and explanations and never once received them and I have signed documents several times over and over again with the same terms throughout this whole process. After 5 months I began to put more pressure and here we are at closing and they have changed the terms on us after 6 months when I have rate lock agreements that are still valid. The communication, professionalism, and lack of client support are horrible. They are not a reputable company.
Company Response:
State: TX
Zip: 75074
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: after get a letter informing me about my property taxes had not been paid i call shellpoint to check my escrow bal I was a little shocked to find out that XX/XX/2020 shellpoint took {$720.00} for the escrow and applied it to my deficiency on XX/XX/2020 shellpoint took {$1500.00} for aexpense account and applied it to my deficiency prior to your letter dated on XX/XX/2020 shellpont couldn't validate any deficiency so shellpoint was closed the loan a balance of XXXX Total when to my deficiency {$2200.00} Payments are made in House Note that I should not have been paying any house note only my escrow account I was forced to pay it trying to not ruined my credit and it still got ruined by Shellpoint XX/XX/2020. {$420.00} XX/XX/2020. {$610.00} XX/XX/2020. {$610.00} XX/XX/2020. {$630.00} XX/XX/2020. {$610.00} XX/XX/2020 {$610.00} Total {$3500.00} I am requesting that {$5700.00} be returned back to me immediately The grand total for deficiency and house payments escrow account {$5700.00} XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: BEEN FAXING SINCE XXXX SEE PROOF! XXXX XXXX IS LOSS MITIGATION SPECIALIST XXXX DIRECT NUMBER WAS ON THE SO CALLED FOREBEARANCE DIDNT TELL ME THAT I HAD TO PAY BACK! FAXED IN MODIFICATION THEN SAID PAYMENT NOT DROPPING BUT DONT CARE IF THE SAME RATE AND PAYMENT CANT AFFORD 12 MONTHS PAST DUE! THEN XXXX XXXX SAID MAKE 1 PAYMENT WILL PUT REST AT BACK END OF LOAN! NO ONE KNOW WHAT IM TALKING ABOUT SHE NEVER PICKS UP THE PHONE! COMPANY IS THE WORST.!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 922XX
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, We are current with our mortgage. We have been told by shellpoint mortgage co. that our payment has increased by over {$500.00}. Their reason is something about reserves. We can not afford this large increase. We have attempted to resolve this with them but they will not work with us at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33434
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: While married we bought a townhouse in a low income area because it was being sold and a friend lived there. During the divorce my husband who works for the government at a XXXX got the townhouse and allowed me to keep our house because of my son living here. He is a honest man living well below his means. The townhouse was bought 16 yrs ago and 5 months. He has always had automatic payments and the mortgage has been sold/transferred several times over the years. We believe it has had more transfers due to the location. The last mortgage holder was Ditech Financial LLC and it was transfer in XX/XX/2019. The XXXX payment counted because he pays around the XXXX of the month before. It was sold/transferred to New Res-Shellpoint MTG with no notice in the mail or email. Normally this isnt a problem because the old company forwards the payments for about 3 months while making sure the owner is notified. Not only did this not happen but they returned his payment for XXXX and XXXX with no information. It went unnoticed due to living below his means and a very low mortgage payment didnt adjust the bank amount enough to be noticeable. It was letters of intent of foreclosure that was the first correspondence he was given that the mortgage holder had changed. He paid right away and wrote the company asking for them to adjust the credit reporting because before that issue he had a perfect credit score. He notified me because it is still listed as joint ownership. I have also written the company which is a Fannie Mae owned company and disputed the reporting because of bad administrative practices. Over 16 yrs with not a single late payment but a company that is poorly run can ruin a perfect credit score. We strongly believe that other owners in this community have had similar issues or even been foreclosed because of being sold to poorly managed mortgage companies buying loans in low income neighborhoods. Please investigate these companies because they give no response to our letters.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When we purchased this home in XXXX, XXXX, we were required to have an escrow with the lender. We have since refinanced with another lender and in the process discovered that our city property tax bill due XX/XX/XXXX had not been paid despite the amount being deducted from our escrow on XX/XX/XXXX. I contacted the City of XXXX and they confirmed that it had not been paid. I contacted XXXX thinking this would be easy to resolve but after getting nowhere I paid the tax on XX/XX/XXXX plus {$13.00} in interest. We have contacted NewRez ( the previous lender ) approximately ten ( 10 ) times on this matter and have gotten nowhere. Each time we call we are told something different. Sometimes it was paid by check, other times by ACH, it will be escalated, etc. The only thing that has been consistent is that they always need 3-5 business days to research and that time always elapses with no communication or resolution from the lender.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing, has been handling my mortgage payments including an open escrow account which was supposed to take care of my property taxes. My county tax collector sent me a bill on XXXX for unpaid taxes with a late fee of {$400.00}!! ( those taxes were due on XXXX when I reached out to my servicing company, they claimed that they sent me a check of the open escrow so I can handle it myself!! ( something that can only be done if my account with them is closed, which was not at the time ) and by the way that " check '' never arrived!! I didn't want to get any more late fees so I went ahead and pay my taxes out of my savings, with the {$400.00} late fee!! and proceeded with a refinance with a different company. All I want now is my escrow balance including the {$400.00} late fee that Shellpoint made me pay as a result of their negligence. Sincerely
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 906XX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A