Date Received: 2023-12-09
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Attached is the notice of default and intent to accelrate. As you can see with the attached document, I've not missed a payment ever. The interest charges and all fees will be paid when all principal has been paid, which is what the laws of the USA state. Their licenses should be revoked for continue to remove elderly people from their homes. I am XXXX yrs old.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: My loan servicer changed from XXXX XXXX to NewRez. I changed it in my bank account to pay NewRez, but didn't realize the loan number changed. The money went to NewRez. NewRez 's holding company Shellpoint Morgage Servicing cashed the checks and the money was removed from my account. However, they called me and accused me of not paying. Asking me to prove that I paid. Treated me coldly. Then when I was transferred to a manager and was talking to the manager, complaining about them, he hung up on me! XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My mortgage was transferred to Newrez on XXXX. I was setup on bi-monthly payments with the old mortgage. I switched to monthly payments with Newrez. However, I get two emails every month saying that they are going to withdraw my bi-monthly payment even though it was cancelled. I have called Newrez on XX/XX/XXXX, XX/XX/XXXX, and XXXX to get this resolved. Everyone has promised to get it resolved, but I am still getting these emails and I have to keep calling. Newrez says that I am not on the bi-weekly payment schedule, but during my phone calls with them, I will get a confirmation email saying that the bi-weekly payments have been cancelled. I believe that they are trying to double-bill me for my mortgage despite their reassurances that they are not. I want the double-billing and the emails to stop. But they won't stop them.
Company Response:
State: IN
Zip: 46077
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I received a grant from Hawaii XXXX XXXX, and it was to help me to pay my delinquent amount and reduce my interest rate. If they weren't able to do that, the money would've paid up to XX/XX/2023. The company has used the money for various fee 's that I feel is not what I actually owe, so it has resulted in a lot of my grant money going to those fee 's and not my mortgage payment. When I called the mortgage company in XX/XX/2023, I was told that I need proof that there was communication between Hawaii XXXX XXXX and Shellpoint in regard to the agreement that Shellpoint will reduce my monthly payment and/or pay my mortgage until XX/XX/2023. I called Hawaii XXXX XXXX, and I was told that they are not allowed to give me the email communication between them, and the banks and they are not able to advocate for me to get the situation resolved with Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96720
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: We requested for them to complete the modification, which theyve been dragging out and in lieu of they set a sale on my house. This loan was with XXXX XXXX then transferred to XXXX XXXX, then transferred to Shellpoint. And the date of the transfer to Shellpoint was XX/XX/2023, not even within a month of transfer to Shellpoint, they put a sale on my house, ALL THE WHILE I HAVE A MODIFICATION PENDING!! This is Dual Tracking and therefore highly illegel in the state of California and Federal. I have been trying to get a modification now for over 2 years and they keep switching servicer on me. What should I do? Please, please help me immiedidately. This is urgen. I have a wife and XXXX children and an elderly mother in law who live at this home. We will be homeless if they don't do the right thing. PLEASE HELP!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XXXX amount of {$430.00} mortgage company Newrez located in Texas. I contacted them several times they said they have sent a check and a copy of the delinquent tax bill, i told them it had to be paid by XX/XX/XXXX and have spoke to the treasures off in XXXX XXXX XXXX everyday they still haven't received as of today XXXX and will put a lien on my house if it isn't paid by tomorrow XX/XX/XXXX. They sent it through the usps.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I paid off this loan and Shellpoint is now charging me fee 's. Although I requested for 38 months for them to send me a statement on my account, so I could see where I was at, how much was owed, etc... they never sent me one. Therefore, I did not know about these charges that were added to my account. Such as late fees or short payments fees, property inspection. For several years they would not send me anything with an amount but now that we paid this loan in full, they want to charge us fees. There is no way we could have know about any of this, as Shellpoint NEVER responded and never sent me anything such as a statement. I have since learned that a class action lawsuit about the same issue was granted against Shellpoint for the same thing i am having a problem with ( extra fees added ). This should not be happening. Every time i get a letter, they say i owe something different. First it was fees, now it's a payment still owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I received a letter from Newrez, LLC, dated XX/XX/2023 stating that wind damage coverage is required on my individual condominium unit HO6 insurance policy. In the same sentence Newrez states that " we plan to buy insurance for your property. '' Newrez then went on to state the following : " You must pay us for any period during which the insurance we buy is in effect but you do not have insurance. The insurance we buy : May be significantly more expensive than the insurance you can buy yourself ; may not provide as much coverage as an insurance policy you buy yourself. '' This communication from Newrez was received apparently without any knowledge or attempt to understand that the condo unit in question is contained within a larger building. The wind coverage is carried at the association level on the master policy, not at the individual unit level. Newrez took no time nor interest to understand the facts prior to sending out an aggressively worded communication. My ultimate concern is that those who receive this type of letter may feel pressured or coerced into adding coverage onto their individual policy that is redundant and not required, therefore incurring unnecessary cost. The customer service agent at Newrez, acknowledged that other people have complained about the same issue and management within the organization is either indifferent to the concern or unwilling to address.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27518
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On XX/XX/2023 we got notification that our home loan was being bought by NewRez Mortgage Servicing LLC. On XX/XX/XXXX we received our first statement for XXXX from them stating amount due was {$0.00}. At this point, XXXX separate phone calls were made out of concern, to address the explanation of amount due and were told to wait until XX/XX/XXXX so that NewRez could have all the home loan information completely transferred over. Knowing our monthly dues were scheduled every month on the XXXX with the previous lender, we did not want to receive a late fee and proceeded to pay our usual scheduled monthly amount from our previous company. By XX/XX/XXXX, another call was placed to NewRez to verify what was going on with our account/amount due month to month. A XXXX states since we paid in XXXX the full amount, we were paid ahead until XXXX. At that point we would owe only {$480.00}. I verbalized frustration that this is absolutely not correct and state that our monthly mortgage payment should be the same every month and we should not be ahead of payments. The XXXX states they see assistance showing on their end which could mean the same thing as the buydown agreement that we were under contract with. This still doesnt make sense so call completed and separate call made, with same information portrayed. At this point, I send in previous loan statements from prior servicer plus closing documents with all information to our account online with NewRez, in hopes our monthly payment can be investigated and corrected. XXXX comes around and payment due still owes just {$480.00}. I make another call in hopes this would be corrected to our {$1700.00} agreed monthly payment with the previous lender, with no help. My husband then calls and speaks to XXXX who tells us that with our autopay, the {$480.00} will be pulled on the XXXX and if we want to pay the remainder of our usually payment over the phone ( {$1200.00} ), then the {$1700.00} will be paid in full. So we paid the {$1200.00}, then instead of autopay taking out {$480.00} on the XXXX, they took out {$2100.00}!!! We did not authorize this payment. So of course we called and demanded a refund, which they stated should take no longer than a week to process. This actually took XXXX weeks for them to return our money. After we receive the refund, the monthly payment showing on our account was corrected to the {$1700.00} a month. However, now since they issued our last refund we were delinquent in our account by a whole month. I call NewRez to discuss this and ask why now we are delinquent when we were told we were ahead of payments and they state there had been adjustments made to correct our monthly payment and this was the result. At this point, with no other options than paying double for their mistakes, I set up a payment plan to take our scheduled autopay on XX/XX/XXXX and then another payment to be drawn out XX/XX/XXXX so that we would be sufficient. By our scheduled auto pay date XX/XX/XXXX, no payment had been processed so I called to make a phone payment of {$1700.00}. Then a couple days go by and XX/XX/XXXX shows a second pulled payment of {$1700.00} from NewRez, not authorized! Another phone call was placed and I explained the situation and asked for a refund so that we could continue with making a payment on XX/XX/XXXX to make up for the supposed deficiency. They state they will expedite this refund and we will have it in XXXX. A week goes by and we have not received our money so another call was placed. This XXXX states we actually will not likely get our refund because then our account would show deficient again. I verbalize frustration that we are being lied to and taken advantage of and XXXX apologizes. Another week goes by and we did in fact get the refund, after XXXX weeks. Then, we receive a letter in the mail stating that we are going to be reported to the credit company if we dont make a full mortgage payment on that date. On XXXX first, we paid {$1700.00}, then our auto-pay date XX/XX/XXXX also pulled {$1700.00}. So this month we have paid double mortgages. As we also did last month before we were refunded after weeks. This is unjustifiable how our money is so carelessly thrown around with this company, along with all of the time and energy it has taken away from me and my family. We were left to pay back-pay for all of the months that they could not get corrected, even after countless phone calls, explanations, and disputes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 571XX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXXXXXX XXXX XXXXXXXX. Send email stating they did NOT receive mortgage payment when the company was called called regarding emails company employees responding to concern state that they NEVER received XX/XX/XXXX, payments and more. Our bank XXXX XXXX XXXX was contacted regarding the payments showing that in fact NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXXXXXX XXXX XXXXXXXXDID receive payments, however NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXXXXXX XXXX XXXXXXXX. Falsified where they posted the payments to falsified statements they quote ' NEVER RECEIVED PAYMENTS ' regarding our VA mortgage account After you log in to their web page i.e., et al., etc., https : //signin.newrez.com/signin/myaccount AFTER you make payments states ' Congratulations ' YOUR PAYMENT WAS RECEIVED however the company NEWREZ LLC DBA , SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXX XXXX XXXXXXXX. Never posted correctly on account and list the mortgage payment and escrow payments as quote ' SURPLUS ' after sending numerous emails alleging never got payments in XXXX alone the folling payments were made XXXX accounts XXXX myself XXXX my daugthers paid to AFER sending emails they never received payments NEWREZ LLC DBA , SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX NEWREZ-SHELLPOIN HIST RTN XXXX XXXX XXXX XXXXXXXX XXXX {$870.00} XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX XXXX XXXX XXXXXXXX XXXX {$870.00} XX/XX/XXXX NEWREZ-SHELLPOIN WEB PMTS XXXX XXXX XXXX XXXXXXXX XXXX {$870.00} XX/XX/XXXX NEWREZ-SHELLPOIN WEB PMTS XXXX XXXX XXXX XXXX XXXX {$870.00} - - - XX/XX/XXXX NEWREZ-SHELLPOIN WEB PMTS XXXX XXXX XXXX XXXXXXXX XXXX {$870.00} ESCROW ADDITIONAL PAYMENTS XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX XXXX XXXX XXXXXXXX XXXX {$230.00} XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX XXXX XXXX XXXXXXXX XXXX {$200.00} After you click links on their web page under payments it listed payment as quote ' SURPLUS ' same issue with escrow payments not being posted accurately to account same with escrow payments AFTER receiving notices from company that they quote need payments for escrow the loan is FULLY AMORTIZED VA LOAN, and more issues regarding mortgage fraud on behalf of this company https : //signin.newrez.com/signin/myaccount , NEWREZ LLC DBA, SHELLPOINT MORTGAGE SERVICING NMLS # XXXX. Shellpoint Mortgage Servicing XXXX XXXX XXXX. XXXXXXXX XXXX XXXXXXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A