Date Received: 2021-01-28
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: 1. The lender or lender representative tried to gain access to the home and did go into the fenced backyard without any legal documentation giving them the right to do so. Moreover, they engaged with an individual in the home and shared information about who they were in an intimidating manner, which created a problem with my renter. To try to make ends meet, I have taken in a renter ( business colleague ) in a portion of the home as I dont use the entire home myself. I dont think that they are allowed to gain access to my home or property in that manner. They have created an uncomfortable environment as we dont know when they will return. They also created an unsafe condition by not wearing masks and being too close to my renter who has a new grandchild that was visiting at the time. 2. During this pandemic, the opportunity to defer payments has been given to FHA backed loan holders, of which I am. This has been formally requested but no response has been given by lender. I also asked for a loan remodification and none was offered. 3. The lender is trying to circumvent the legal system, by not speaking with my attorney who has been handling this issue and directing themselves to anyone in the home, not even the note holder. As the bank will not seem to work honestly with me directly and I am not sure of my rights in this situation, and with the pandemic, I have contracted legal assistance over a year ago and they are fully aware of my representation. I have paid my attorney to avoid exactly what has occurred.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33486
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: on XX/XX/XXXX we closed and sold a home on XXXX XXXX XXXX, of which we had a mortgage with NEW REZ LLC a shellpoint servicing company. after close on XX/XX/XXXX i was sent a notice from XXXX ( my homeowners insurance company on that property ) that they were issuing a refund in the amount of XXXX to refund the unused pprtion of the homeonwers insurance. the letter from XXXX stated that " refunds are issued to your mortgage company, for questions please contact your mortgage company NewRez LLC XXXX XXXX XXXX XXXX MI XXXX ''. I contacted New Rez by phone roughly 3 times a week starting XX/XX/XXXX, and was continually told they didn't know anything about it and to just wait. on XX/XX/XXXX, and XX/XX/XXXX i again called New RXXXX and got the same answer that they dont know anything about it. on XX/XX/XXXX i contacted XXXX, who informed me that the check they sent to New Rez was cashed and deposited by New Rez on XX/XX/XXXX, meaning New Rez now had those funds. I spent 4 hours speaking to New Rez on the afternoon of the XX/XX/XXXX and was still told they did not have any information, and would look into it. on XX/XX/XXXX i was emailed by new rez saying that they still had no idea and that they needed proof of payment ( on the XX/XX/XXXX i gave them the check number and the letter i had gotten from XXXX that XXXX had sent ). i am now being told they need more " proof of payment '' which is absurd since someone at New Rez has successfully cashed that check from XXXX, which in turn is money owed to me. it is unbelievable that a company with around 3000 employees seem to have cashed a check of money belonging to me and now no one can find it or even admit they have those funds in their account, much less when those funds will be sent to me. at the end of the day this institution owes me money and is being completely uncooperative in trying to even assist me in figuring out where those funds are, much less getting them to me. had i owed this bank money, my phone would be called 5 times a day threatening me with fees and credit dings.
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 79424
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good morning -- We refinanced with New Rez LLC ( which was also our previous mortgage company ) in late XX/XX/XXXX. All of our closing documents stated our first payment was due XX/XX/XXXX. On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX, I had been in touch with New Rez LLC to inform them that I received an email and a bill all stating the incorrect first date payment. Each time the customer service agent stated that it was escalated to Tier 2. They additionally acknowledged that it was a mistake by the Processing Dept but would not and claimed they could not get me in touch with that department to fix the error and they would send email. Each time, I asked that an email be sent to me to inform me that the mistake is being corrected and that indeed records do show that the correct first payment date is XX/XX/XXXX. I indicated that I want to be covered legally as this is a big issue and I'll not be paying a XXXX payment, as my closing documents clearly state XX/XX/XXXX.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX We are writing in hope that you can provide us some assistance or put us in contact with someone who can help us to resolve this matter. We are not looking for financial support but instead seeking direction on how to resolve the misappropriation of monies paid and late fees charged by our lender ( Shellpoint Mortgage Servicing/NewRez, INC. ). Shellpoint Mortgage Servicing is using predatory tactics and harassment while benefitting financially through the CARES Act all the while assessing customers late charges and incidental charges. We are also filing a complaint with the Consumer Financial Protection Bureau but we are not sure if that is the correct process given the circumstances and are seeking your guidance, as we truly do not know where else to turn. In XXXX of XXXX, Shellpoint Mortgage offered a forbearance program under the CARES Act to delay payments to those affected by the Pandemic. The forbearance period was initially for three months and as explained by the lender could then be either extended, deferred, or process a loan modification. We were also told that we would not accrue late charges or negative credit reporting while on the program. Due to the loss of income earlier in XXXX, it was necessary for us to enter the forbearance program for XXXX, XXXX & XXXX. Prior to the conclusion of the three month forbearance term, I contacted my lender to inquire about having the three months deferred to the end of the loan. ShellPoint had assigned a representative, Mr. XXXX to assist us with the process. Although the website indicated that no paperwork was necessary to be considered for deferment, Mr. XXXX asked that we provide the full packet of documents in the event the committee denied our request for deferment and we needed to proceed to a loan modification. Also, in order to start the deferment processes, we had to remove ourselves from the forbearance program. When we entered the forbearance period, Mr. XXXX asked if we could make partial payments and informed me that a partial payment would reduce what is owed at the end of the period so we agreed to pay what we could during the 3 month period which totaled {$2700.00}. Starting in XXXX, we removed ourselves from the Forbearance program and began making our full mortgage payment at the same time we asked for a deferment of the three months owed and were told the review process would take 5-7 business days. In XXXX we were asked to provide the full packet of documentation including check stubs, tax statements, hardship letter, bank statements, etc. which we provided as we continued to make our full monthly mortgage payment. This continued through XXXX, XXXX and early XXXX with Shellpoint continually asking for resubmittal of documents, additional documents or clarification. Please note, we quickly and completely complied with each request while following up with our representative at least weekly. Each month we continued to make our normal full monthly payment which includes our escrow. During this same period, our assigned point of contact was changed to Mr. XXXX and we started the process over. It was not until XXXX that a Shellpoint representative informed us that our normal monthly payments, which we started making in XXXX, were in fact being applied backwards to the period we were in forbearance. Additionally, Shellpoint had assessed late charges for each month from the time we exited the forbearance plan XXXX XXXX XXXX and started the deferment process which is not what was told to me by the multiple assigned point of contacts from the time we started this journey in XXXX. These late charges are continuing to assess even now, almost eight months later. In XXXX, Mr. XXXX asked again for specific documents in order to complete our packet. We quickly provided those documents along with follow-up letters to ensure completeness and we thought we were finally in the final stages of approval. XX/XX/XXXX we were given a new assigned point of contact Ms. XXXX and the process started yet again. She laid out a repayment plan and informed us for the first time that we were denied deferment or loan modification. To summarize, at this point, we were 152 days into a process that we had been told repeatedly would only take 5-7 days. All the while, Shellpoint was assessing late fees even though we were making regular, full monthly payments since XXXX. Ms. XXXX gave us a grand total ( see below ) which included all late fees, an additional fee to have someone drive by our house and harass us in a rather menacing manner, and the amount did not reflect the monies we had paid while we were in forbearance ( a total of {$2700.00} ). She informed us that those monies were applied to escrow and that was a separate account so it did not reduce our payment of what is owed for the three months in forbearance. Keep in mind, our total monthly mortgage payment includes our escrow! I asked that those monies we had paid be reassigned as partial payments and she informed me that a different department ( loan servicing ) was responsible for re-assigning those funds and removing late charges. We then immediately contacted loan servicing via email and as of yet, have had no response from them. There is no direct line to that department, no means to transfer a customer to that department, and as of recent, we were informed that they would reply via regular mail. As of this writing, we have received no correspondence from that department. However, Shellpoint mortgage calls my wife and me several times a day and when we explain the variance between what we paid versus what we owe the representatives are unable to make any adjustments and can not direct us to a person that can correct this error. When I explained to Ms. XXXX that I should not have to pay an additional {$2700.00} that was already paid she told me that if it was not paid that Shellpoint would place a lien or foreclose on the property if the total amount due is not paid. As you can see, this is not what we were told would happen by multiple Shellpoint Mortgage representatives under the CARES Act. Prior to this, we had never missed a mortgage payment in our 30 years of home ownership and we feel Shellpoint Mortgage has us over a barrel and we have no avenue in which to fight this. Please note, we are not attempting to get out of paying what we legitimately owe but we do not want to pay an amount which we already paid in good faith nor do we feel late payments are in order as we were told they would not be assessed. We have been actively working to resolve this since late XXXX. Shellpoints 5-7 day window for deferments/loan modification processing has extended now into almost 8 months. We simply want them to reallocate our payments to our mortgage and not our escrow and we want them to remove late charges that we were told we would not be accruing. We also do not feel we should be charged for the person they sent to our home to harass us. I can not overstate how unsettling this was! We were literally speaking with Mr. XXXX the night before as we had been weekly in our attempt to get a decision on our deferment. Shellpoint makes it mandatory that you exit the forbearance program and then applies any and all payments backward while charging you late fees knowing you could not possibly ever catch up. This is predatory, if not criminal. As it stands right now, if I never miss another payment, I will accrue late charges each and every month for the remainder of my loan unless I double up on payments. I want these practices to stop. I want the harassment to stop and I want adjustments made to the amount owed to reflect what we have already paid minus late fees and harassment charges ( {$65.00} for a drive by property inspection ). Also, when we have tried to make an additional payment to begin to get caught up to where we feel we should be, we are told they can only take the full payment ( again not taking into consideration the {$2700.00} already paid ). It is obviously in Shellpoints best interest to never make a decision on deferment or loan modification as they continue to charge a late fee of {$200.00} month after month. It is obviously in Shellpoints best interest to never make a decision on deferment or loan modification as they continue to charge a late fee of {$200.00} month after month. I appreciate your assistance and guidance and look forward to hearing from you. We truly do not know where else to turn and desperately want to get this resolved as soon as possible. In summary : Amount we should owe Forbearance Period XXXX ( Mort ) {$5000.00} XXXX ( Mort ) {$5000.00} XXXX ( Mort ) {$5000.00} Total Due {$15000.00} Less partial payments made during forbearance XXXX {$1000.00}. XXXX {$1700.00} Total {$2700.00} Less an additional payment made on XX/XX/XXXX of {$5000.00} Current balance due should be {$15000.00} - {$2700.00} - {$5000.00} = {$7200.00} Shellpoint Mortgage says we owe XXXX ( Mort ) {$5000.00} XXXX ( Mort ) {$5000.00} XXXX ( Mort ) {$5000.00} Total Due {$15000.00} Plus Property Inspection drive by assessment {$65.00} Plus Late Fees for ( XX/XX/XXXX-XX/XX/XXXX) even though those monthly mortgage payments were made {$1200.00} Total of {$16000.00} less the extra payment made in XXXX of {$5000.00} = {$11000.00} The difference in what we say we owe verses what Shellpoint says is : {$4000.00} ( {$11000.00} - {$7200.00} )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37343
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was sold to NewRez LLC in XX/XX/XXXX. I have an escrow account to pay my property taxes and homeowners insurance premiums. My property taxes were due in XX/XX/XXXX, with penalties for delinquency if not paid before XX/XX/XXXX. On XX/XX/XXXX I contacted the mortgage company because the taxes had not been paid on my behalf. I was assured they would be paid on time. On XX/XX/XXXX I became aware the taxes had not been paid, although my mortgage statement reflected the amount due for taxes had been debited from my escrow account. Since XX/XX/XXXX ( day i learned taxes were delinquent ) I have tried to contact the mortgage company repeatedly, with calls on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Additionally I emailed their customer service with a copy of the notice of delinquent status on my taxes from XXXX XXXX NC, which also reflected late fees that had been accrued so far. I have been unable to get any resolution, I continue to be given no date for resolution and just the same information I already have - that the amount had been taken out of my escrow account. I need help with this matter before the tax penalties continue to increase, a new penalty is due to be added on XX/XX/XXXX. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is NOT the first time dealing with NewRez. I have had nothing but customer service issues and constant battling with them. At one point, I had to activate the XXXX XXXX service just so I could get in touch with leadership to help me. I thought I was done ( other than paying my mortgage ) but NO. I have MORE ISSUES. In XXXX, we hired an engineer to survey our property. A LOMA was submitted to FEMA, which was approved in XXXX and our home was officially moved from Zone A ( highest risk of flood ) to Zone Z ( no risk at all ). I am STILL WAITING for them to complete an escrow analysis in order to reduce my monthly payment. How in the XXXX is this taking 60+ days???? I provided a letter - FROM THE FEDERAL GOVERNMENT. And now - ANOTHER issue. My insurance company called me today to say that have not received payment from NewRez for our homeowners insurance. They have sent multiple letters and NewRez hasn't paid. Now our policy will be cancelled on XX/XX/XXXX for non-payment!!!! NewRez has PLENTY of money from our escrow account. What's the problem???? You're taking my money and NOT PAYING THE BILL. GET THIS DONE BEFORE XX/XX/XXXX or I will be hiring a lawyer. This company is the BIGGEST JOKE. I can't understand how they have not been sued multiple times and have not gone out of business. Doesn't the mortgage company REQUIRE homeowners insurance??? What happens when it's canceled because THEY don't pay the bill, but take OUR money which is supposed to be used for it. Isn't that a breach of contract??? Oh - and don't bother asking me to email XXXX. THEY DON'T HELP. PLEASE - just PAY MY BILL. You have $ XXXX in our escrow account ( because of the flood insurance WE DON'T NEED and you continue to charge us monthly for ). The bill is XXXX {$350.00}. If we don't have insurance because it's canceled due to lack of payment from NewRez and anything happens to our home, we will do everything in our power to hold NewRez accountable. Total crooks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 039XX
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
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: Shellpoint Mortgage Late reporting on credit score Monthly mortgage payment has gone up XXXX XXXXmonth
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, my current mortgage managing company NewRez which doubles as a collection agency ( which XXXX XXXX, our original mortgage provider, sold my mortgage to ) received by overnight mail two months worth of mortgage payments by a non-profit. I called the customer service number to verify receipt, which they confirmed, and to remove auto pay from our account. NewRez stated my next payment would not be until late XXXX. On Tuesday XX/XX/XXXX, NewRez without authorization or consent withdrew {$10000.00} from my bank account. I immediately called them and asked why this had occurred. The team lead at the customer service apologized and stated it will be credited back to my account that night. On Friday XX/XX/XXXX, with still no credit showing, I called back and spoke with another team lead who stated that the credit request submitted on XX/XX/XXXX was completed incorrectly and that she would submit a correct credit request, however, it would not worked on until the following Monday since the department that deals with credits was gone for the weekend. I asked her if there was anyway I could get the funds credited to me that day or a checked sent overnight to me as this was NewRez 's mistake through no fault of my own. She apologized and stated there was nothing else she could do. With no further options available with NewRez that placed me in a severe financial strain during COVID, I contacted my bank to dispute the unauthorized charge made by NewRez.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: On XX/XX/XXXX statement was printed saying XX/XX/XXXX payment was for {$540.00}, I made a payment in XXXX and didnt go through and was charged {$25.00} NSF. Dont know what happened but wasnt my fault. On XX/XX/XXXX I made a payment with a representative confirmation number XXXX. I paid the amount due and {$25.00} NSF fee on XX/XX/XXXX within the month it was due. I than confirmed with the representative that took the payment that I ful-filled my mortgage obligation for XXXX they said yes. But they put my payment under Unapplied funds and reported to credit bureaus I was 30 days late. This isnt true and can see I made my payment obligations in the month of XXXX for the amount due and along with the incorrect NSF fee.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez LLC dba Shellpoint Mortgage was sent a wire on XX/XX/XXXX they have yet to use the wired funds to pay off my mortgage. They have had a collection agency calling me non-stop threatening me that they are going to foreclose. The title company we used has a wire confirmation where the funds were sent twice. Shellpoint returned the first wire to the title company with no explanation. the title company resent the wire a second time and Shellpoint has been holding the wire, this has caused me to be in default with them and it is their fault the loan hasn't been paid off. I have called numerous times and no one will assist me in getting this resolved. One of the people i spoke to assured me it would be resolved on XX/XX/XXXX, her name is XXXX XXXX, i never heard back from her and every time I call them i get a different person answering the phone and they are extremely rude and of no help whatsoever. I was told on XX/XX/XXXX that it would be resolved by XX/XX/XXXX and as of XX/XX/XXXX it still has not been resolved. They have been holding money from the title company for well over a month and will not pay off my mortgage. I am very concerned that this will affect my credit scores ( my wife 's as well ) and with the collection company now calling me i am very worried about this situation. This company does not want to answer questions, they say they have no records of all the numerous phone calls i have made. I can never talk to the same person when i call in and they are very rude to talk to.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MO
Zip: 650XX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A