Date Received: 2021-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: my wife became very ill and was diagnosed with XXXX XXXX and I have had to be her XXXX Due to the increased medical expenses with the treatments and medication, I have had to use the majority of income that I get and unfortunately her condition has not gotten any better. I have asked my mortgage company for the assistance that I all they tell me is to fill out there application which I have done many times and each time they tell me I am denied. All I want is to save my home and take care of my wife please I ask for assistance in this urgent matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95758
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We started the refinance process on XX/XX/XXXX with our current mortgage company, NewRez, LLC. We completed all necessary documents by XX/XX/XXXX. We submitted all documents requested in an extremely timely manner. We paid {$750.00} for an appraisal that was completed in XXXX with report sent to New Rez on XX/XX/XXXX. Since that time it has been one email after the other about why the closing is delayed. This has been 4 months and the closing was scheduled for tomorrow and they just canceled it again, no reason given. I have wasted months on this. Please look into this very unethical business practice.
Company Response:
State: WV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Company : NewRez Unreasonable time waiting for refinance to close. My original mortgage is with the same company so it appears they are slowing down the process on purpose so they don't lose money on the refinance. It has been a total of 4 months since this process began. The communication between me and the Company Mortgage consultant has been absolutely atrocious with little to no responses from anyone at the company. XX/XX/XXXX I spoke with XXXX XXXX at NewRez about refinancing my original loan I have with them. I agree to the refi and XXXX sends me list of required documents. XX/XX/XXXX I sent all required documents to XXXX XX/XX/XXXX XXXX says they need more documents. XX/XX/XXXX I send additional documents. XX/XX/XXXX Haven't received any updates. XXXX XXXX where we are at in process. No response XX/XX/XXXX Send another email asking for update. No response XX/XX/XXXX Send email to XXXX boss XXXX XXXX sayings XXXX is not responding, and can I get a response from her. No response XX/XX/XXXX XXXX replys that he's waiting on underwriting and will follow up with them now. He never follows up. XX/XX/XXXX Email XXXX again asking for some sort of eta XX/XX/XXXX XXXX responds " looking into it putting in a ticket with upper management '' XX/XX/XXXX I email XXXX asking for an update on the ticket. No response XX/XX/XXXX XXXX emails me saying they need more documentation. XX/XX/XXXX I send additional documents. XX/XX/XXXX New person XXXX XXXX assigned to my loan. asks for even more additional documents. Some documentation I've already sent in as well. XX/XX/XXXX I send additional documentation. XX/XX/XXXX I ask for confirmation of receipt of documents to XXXX. No response. XX/XX/XXXX I ask again for confirmation of receipt XX/XX/XXXX XXXX confirms receipt XX/XX/XXXX I ask XXXX an ETA for closing the refi, she responds that I will need to contact a XXXX XXXX about that. XX/XX/XXXX I email XXXX about ETA, no response.
Company Response:
State: TX
Zip: 75044
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Unfortunately I do not have specific dates but I have time frames. Several times in XXXX, XX/XX/XXXX and XX/XX/XXXX, I have contacted XXXX credit bureau to dispute the inaccuracy of ShellPoint mortgage displaying on my credit report as open with a balance. I have also contacted the mortgage company and they informed me that they sent updates to the credit bureaus back in XX/XX/XXXX which is when the mortgage was satisfied. I also sent mortgage satisfaction documents to the credit bureau and they are refusing to update the credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19454
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay all my bills by bill pay. They did an escrow analysis adding a charge of XXXX . In XX/XX/2020 they sent an up charge, Since they were sending unlimited advertisements to me I apparently missed their notice. In XXXX I called and was notified I Did not pay their up charge that I could pay it on the next Payment. I paid it then. They then notified after cashing the {$1100.00} payments, that my payment was 30 days late, of course this has affected my credit rating. NewRez loan number XXXX.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an escrow check in my deceased husband and my name. Check dated XX/XX/XXXX. I contacted NewRez LLC and requested the check be re issued in my name. I did not hear anything so I contacted them on XX/XX/XXXX to inquire. On tis date I gave my routing info for my bank and was told it would be in my account within 2 days. It was not. I called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and to this date XX/XX/XXXX it is still not in my account.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NJ
Zip: 08028
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Shellpoint Mortgage Service improperly assumed my loan from XXXX and failed to comply with a XXXX agreement. This resulted in overcharged escrow. After of several months of dispute, SMS corrected the issue and worked with credit bureaus to correct my mortgage payment history. However, they added an invalid derogatory remark in a prior month with XXXX only, after the case hade been settled. I believe this was retaliatory action against me. Furthermore, they know I am trying to refinance as I have stated it, amd they know this remark impacts soft credit checks. This affecting my ability to obtain best refinance rates and will result in financial disadvantage if not corrected immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33185
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to NewRez. When the loan was transferred it included an escrow account for taxes and insurance, which I am still paying into. I recently received notification that they did not have proof of my homeowners insurance and when I called to verify, was told that neither my insurance or property taxes were to be paid from the escrow account. I must now deal with a loan servicing department, which can not be reached by phone, to send a formal request for them to pay for my insurance and taxes out of that escrow account. Additionally, the customer service people I spoke to were from a company called " XXXX '', which is not the name on my mortgage statements. This all seems shady and I have no recourse since I can not choose who services my loan. I feel like I am being scammed into overpaying for homeowners insurance.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92627
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX a signed and notarized modification agreement was sent to Shellpoint Mortgage Servicing. I confirmed that the received these documents XX/XX/XXXX via telephone. The modification was supposed to have gone into effect with my XX/XX/XXXX payment, but as of XX/XX/XXXX they have not completed any of the system changes for the modification. Per the modification agreement I began making my modified payment XX/XX/XXXX. I am still receiving past due notices, this is effecting my credit, and my loan is still showing due for the XX/XX/XXXX payment when it should be due for the XX/XX/XXXX payment. I have attempted to contact Shellpoint Servicing on several occasions, but the " person who is handling my file '' is never available. I have requested this to be escalated to management on 3 separate occasions, and have never gotten even a call back regarding it. I am attaching a copy of the unsigned agreement as the signed agreement was sent back to Shellpoint Mortgage Servicing on XX/XX/XXXX and I did receive confirmation they received the signed document on XX/XX/XXXX as stated above.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, Shellpoint Mortgage Servicing mailed a notice of Mortgage Payment Change of {$860.00}. Since this notification of mortgage payment change, Shellpoint has sent monthly mortgage statements showing the following balance to be paid for each month : 1. XX/XX/XXXX ( {$1300.00} ), 2. XX/XX/XXXX ( {$1300.00} ) 3. XX/XX/XXXX XXXX {$1300.00} ) 4. XX/XX/XXXX ( {$1300.00} ) 5. XX/XX/XXXX ( {$1300.00} ) 6. XX/XX/XXXX ( {$1300.00} ) 7. XX/XX/XXXX ( {$1300.00} ) 8. XX/XX/XXXX ( {$1300.00} ) 9. XX/XX/XXXX ( {$1300.00} ) XXXX. XX/XX/XXXX ( {$1400.00} ) 11. XX/XX/XXXX ( {$1400.00} ) 12. XX/XX/XXXX ( {$1500.00} ) 13. XX/XX/XXXX ( {$930.00} ) I have requested from Shellpoint a detailed explanation for the additional charges showing as overdue payment. Shellpoint has made false claims of not receiving monthly payments. After forwarding proof of payments from bank records and requesting payments to be credited to my account. Shellpoint continued to add overdue payments and late fees. On XX/XX/XXXX, I sent a check to Shellpoint for {$1500.00}. As of XX/XX/XXXX, the Shellpoint Monthly mortgage statement still shows an overdue payment of {$310.00} and the {$1500.00} paid on XX/XX/XXXX not properly credited. After two years of disputing bogus charges and lies about not receiving payments Shellpoint sent a refund check in XX/XX/XXXX in the amount of {$1000.00} showing as a surplus with no explanation about what the refund represents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A