Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage servicing company, NewRez Mortgage Servicing, has raised their fees at an alarming rate which must be countered and made illegal. Any fee change should not apply to existing customers as it can be impossible for some to switch mortgage servicing companies. Here is a link to the off with the changes they've made also attached to this posting. https : //www.newrez.com/media/XXXX/newrez-fee-schedule-notice-XXXX.pdf I am submitting this complaint on the behalf of all constitutes and customers.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/XXXX my bill for account SHELLPOINT MORTGAGE SVC, XXXX XXXX, XXXX did not go through when it was on the auto-bill in the bank XXXX XXXX. I reached out to the company and they said that they saw the payment try to come out of the bank but it was rejected. They never notified me of the rejection and gave me this late payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I AM A SINGLE WOMAN AFFECTED BY COVID. I HAVE BEEN TRYING TO PAY OFF A MORTGAGE SINCE XX/XX/XXXX. SHELLPOINT MORTGAGE SERVICING PROVIDED PAY OFF FIGURES TO ME ON XX/XX/XXXX. THE PAYOFF FOR MY LOAN IS {$170000.00} THE FUNDS TO PAY OFF THIS MORTGAGE ARE FROM AN ALL CASH BUYER WHO IS PURCHASING MY PROPERTY. TOTAL AMOUNT OF THE SALE IS {$190000.00}. THIS AMOUNT CLEARLY IS SUFFICIENT TO PAY THE MORTGAGE IN FULL. THE BUYER IS READY, WILLING, AND ABLE TO PAY OFF THIS LOAN IMMEDIATELY. TO DATE, SHELLPOINT MORTGAGE SERVICING HAS BEEN UNWILLING TO PROVIDE THE NECESSARY INFORMATION TO THE CLOSING ATTORNEY/TITLE COMPANY IN ORDER THAT THE LOAN CAN BE PAID OFF. BECAUSE OF XXXXXXXX XXXX INACTION, I AM AT RISK OF LOSING THE BUYER WHO WILL NOT WAIT FOREVER. ADDITIONALLY, SHELLPOINT IS CHARGING ME INTEREST FOR EVERY DAY. APPARENTLY SHELLPOINT MORTGAGE SERVICING NEVER TRANSFERRED OR RECORDED THE TITLE/DEED FROM THE ORIGINAL LENDER. ACCORDING TO COUNTY RECORDS, THE MORTGAGE LEIN IS WITH THE ORIGINAL LENDER WITH WHOM I OBTAINED THE ORIGINAL LOAN. THIS LOAN WAS SUBSEQUENTLY TAKEN OVER BY SHELLPOINT MORTGAGE SERVICING. WE HAVE EMAILED, SPOKEN TO, AND LEFT MANY MESSAGES FOR OUR DESIGNATED CONTACT AT XXXX. I HAVE EMAILED THE CEO, THE CEO OF SERVICING, THE COO, AND THE CORPORATE ATTORNEY OF SHELLPOINT. TO DATE, I HAVE RECEIVED NO RESPONSE. NO ONE AT XXXX IS WILLING TO HELP ME RESOLVE THIS PROBLEM. SIMPLY PUT, XXXX MADE A MISTAKE WHEN THEY TOOK OVER THE LOAN. BECAUSE OF THEIR MISTAKE NO TITLE COMPANY WILL RECORD A NEW SALE BECAUSE THE DEED SHOWS A DIFFERENT LENDER. SHELLPOINT CAN CORRECT THIS PROBLEM EASILY AND QUICKLY. SHELLPOINT IS THE ONLY ENTITY THAT CAN CORRECT THE PROBLEM. I HAVE CALLED SHELLPOINT EVERY BUSINESS DAY SINCE XX/XX/XXXX. I WAS TOLD ON XXXX DIFFERENT OCCASIONS THAT A SUPERVISOR WOULD CALL ME BACK. TO DATE, XX/XX/XXXX I HAVE RECEIVED NO ACTION FROM SHELLPOINT. NOR A RETURN CALL FROM A SUPERVISOR. I AM DESPERATE TO FINALIZE THIS SALE AS I NEED THE MONEY AND I NEED TO GET OUT FROM UNDER THIS DEBT. PLEASE HELP ME. MY DESIGNATED CONTACT AT SHELLPOINT MORTGAGE SERVICING IS : XXXX XXXX. XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a fire at a home I had a mortgage with at NewRez, Shellpoint mortgage on XX/XX/XXXX. In XXXX my insurance company issued a check which paid off the balance of my loan. The loan was paid off XX/XX/XXXX. I waited till XX/XX/XXXX to call to find out where the proceeds were from my insurance company so I could begin the repair process. I was told at that time the check was mailed and I should receive it in the next few days. I still didn't receive the check and called again XX/XX/XXXX. At that time I set up with them to transfer the funds to my bank account through ACH transfer. I gave the representative the information and which point she stated I would have the funds available in the next 24-72 hours. On Friday XX/XX/XXXX the funds were not in my account. I called and spoke with 5 different representatives. I was told that a new paper check was requested to be sent on XX/XX/XXXX - I explained how that didn't happen. I was told when I called XX/XX/XXXX ( which I didn't call XX/XX/XXXX ) that I requested a new check and cancelled the ACH transfer. I was supposed to receive a call back from the supervisor Friday it's now Thursday XX/XX/XXXX and still no call back. I spoke with 5 different representatives Friday. I was then told the transfer would go through XX/XX/XXXX which was a Sunday followed by a bank holiday Monday. The money still wasn't there on Tuesday XX/XX/XXXX so I called again. Spent another two hours on the phone with 7 different representatives. Told the money would be available again today. The money is still not there. I called again this morning XX/XX/XXXX and was told the request would be put in. I am being given the runaround for the money I need to fix my home. I have no idea what to do or how to proceed with getting results here.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: PA
Zip: 19114
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a letter from NewRez saying that they were placing Lender bought insurance against my property for lack of insurance between XX/XX/XXXX - XX/XX/XXXX. However, on XX/XX/XXXX, I had faxed over copies of flood insurance and hazard insurance. ( Fax Confirmation attached ). I again sent them copies on XX/XX/XXXX, Fax confirmation attached. On XX/XX/XXXX I called NewRez customer service and was told that they had copies of my required insurance documents and they would send the information over to the insurance department to get the lender placed insurance cancelled. On XX/XX/XXXX, my escrow account was billed for the lender placed insurance in the amount of XXXX. On XX/XX/XXXX, I contacted Newrez again and they stated that they would send the information over to the insurance department to get my escrow account refunded. THey also stated that I would receive a letter of cancellation. On XX/XX/XXXX I received a letter from NewRez Compliance department that no disbursement was made, therefor I was not entitled to a refund. They also stated in the letter that all insurance documents had been received in XX/XX/XXXX and that the lender placed insurance had been cancelled. I contacted NewRez again through their customer portal stating that my escrow account had been billed. Again I received another letter from their compliance department on XX/XX/XXXX stating that no disbursement had been made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: In XX/XX/XXXX, with low mortgage interest rates, my husband and I wanted to refinance our mortgage to improve our financial situation. Through the process, when our credit reports were pulled, it was discovered that my husband 's report did not include our mortgage as an account, hurting his score to not have that good standing account. While it did show on my report, and my score is " good '', since he is the one with income, not me, he is the one that needs a good score for the refinancing. Either way, we have always both been on the account, so it should show on his report. Following is a series of communications I took with our mortgage company to investigate and remedy the situation. XX/XX/XXXX I called Shellpoint, the mortgage company, to explain the account is not showing on his report, and I would like to find out why, and to have it fixed so it will show on his report. I was told that Shellpoint reports every month, so they would not know why it would not show. That I need to email them a screenshot of the report showing it not there for them to do anything further. I emailed the screenshot and typed explanation to make sure they knew why I sent the screenshot, since I was told to send it to a department, not an individual. I received the auto reply email that it was received. XX/XX/XXXX Shellpoint regular mailed a letter including the statement " We are working to gather the requested information and will forward it to you as soon as possible ''. XX/XX/XXXX ( postmarked XX/XX/XXXX ) Shellpoint regular mailed an additional letter stating " Upon review of your correspondence, Shellpoint is unable to determine what specifically you believe Shellpoint may have furnished in error to the consumer reporting agencies ( " CRA 's '' ). '' And " According to our records, we show we have made no negative report to the CRA 's on your account as of XX/XX/XXXX installment. '' As you will see in a later communication ( XX/XX/XXXX ) it was in fact their error, having XXXX coded wrong in their system. At this point they had not investigated thoroughly to find their error, letting time slip by with no progress to remedy the situation. XX/XX/XXXX I have a PO Box and living in a rural area, it is not reasonable for me to check every day. Let alone, I was not informed that they would send follow up communication by regular mail, for me to know I would be receiving anything. Not knowing I had letters at my PO Box , I called Shellpoint for an update. I was told the case had been put on the " backburner '' ( term they actually used ) and it would be resubmitted and due to the wait, escalated. Concerned the investigation would be delayed again, I asked when I would receive an update. I was told I would receive a call on XX/XX/XXXX with an update. I did not receive a call on XX/XX/XXXX. XX/XX/XXXX Knowing now I needed to personally stay on top of prodding this investigation along, I called Shellpoint and my concern was repeatedly dismissed with them telling me that Shellpoint reports correctly each month, so there was nothing to investigate. I continued to explain that it was somehow not correct, and there was something to investigate. Though this person stuck to their story that Shellpoint reports correctly, and told me I have to contact XXXX to find out the problem, because it was not a Shellpoint problem. For the first time I was told the above mention letter had been sent to me that the investigation had been closed. Though they saw the investigation was resubmitted on XX/XX/XXXX. But that the screenshot I sent on XX/XX/XXXX was unreadable. So, though it was not Shellpoint 's error, if I wanted them to continue the investigation, I would have to resend the screenshot, which I did. This time I sent in a different size and verified it's readability before sending. I received an auto reply email that it was received. At this point nearly three weeks had gone by with no progress. XX/XX/XXXX After speaking to Shellpoint ( above ) I called XXXX. They said that Shellpoint in no way showed on my husband 's report. That if there is no information of the lender on his report, they can't contact them to clarify anything. They said that Shellpoint could call them. XX/XX/XXXX For the second time of the day I called Shellpoint to clarify XXXX has no record of the Shellpoint account on my husband 's report. They said they see it was escalated on XX/XX/XXXX and I should hear an update from Shellpoint by phone in 24/48 hours. If they can't reach me by phone, they will send communication by mail. I was not surprised I did not receive a call. At least now I knew to get to the post office more often to watch for a letter in the mail. XX/XX/XXXX ( postmarked XX/XX/XXXX ) Shellpoint mailed a letter that included " We are working to gather the requested information and will forward it to you as soon as possible. XX/XX/XXXX Knowing I had not gotten a call, and after checking my PO Box finding no letter from Shellpoint, I called Shellpoint. I was told they have no updates since nothing was completed. That it was escalated on XX/XX/XXXX, and it should be complete in an estimate of 30 days from then. XX/XX/XXXX I called Shellpoint and was told there are no further updates, and further investigation was being done. I tried asking for details of what actual actions were being done for the investigation, as at this point I did not have much confidence in their investigating. They would not tell me anything until it was complete. I was told there should be an update by the end of the month, which I got clarification meant the end of XX/XX/XXXX. And that at that point it may take another 30 days to update. At this point it had already been more than 30 days from my first contact with Shellpoint on XX/XX/XXXX. I expressed my frustration at more waiting, them more waiting of another 30 days on top of that. I was told that I could contact ( they would not connect/transfer me to ) the loan servicing department, which is also the one I had previously be directed to send the screenshot to. I was also told I can only contact them in writing by email or regular mail. XX/XX/XXXX I emailed Shellpoint Loan Servicing Dept. I included a list of my notes of this process similar to this complaint I am filing with CFPB. I also included my opinion about how an institution such as Shellpoint that I dutifully pay my monthly mortgage payment to has not as of yet discovered why their account is not showing on my husband 's credit report, and they continually make me wait, and do not give me any information. All I can do it keep calling, but otherwise our finances are being " held hostage '' by them. That a mortgage is not like many other consumer products where I could shop around and choose to take my business elsewhere. As usual, I received the auto reply the email was received. As of XX/XX/XXXX I didn't receive any other communication from the Loan Servicing Dept. XX/XX/XXXX Shellpoint regular mailed another letter including " We are working to gather the requested information and will forward it to you as soon as possible. '' XX/XX/XXXX I called Shellpoint. I was told that the investigation was completed XX/XX/XXXX. They found that my husband had been coded in the system wrong and they fixed it. That they send updates to the credit bureaus at the end of the month. Also, they would send the information that would retroactively show that he has had this account and been in good standing for the duration he has had this account with Shellpoint. As of XX/XX/XXXX every few days I would check my husband 's XXXX XXXX account waiting to see the Shellpoint account appear on his report. XX/XX/XXXX I again checked my husband 's XXXX XXXX report. The Shellpoint account still did not show. In the meantime, since XX/XX/XXXX a family member was gracious enough to add my husband to two of their good standing credit cards to also help boost his score. One of which showed up on his report in two days from him being added. As I am hearing mortgage rates are beginning to rise, we have been having conversations with our refinance person to try to decide to refinance while they are super low, but with my husband not having a great score, so our rate might be higher anyway, or to wait longer for Shellpoint to appear in his report, improving his score, but the rates having gone up so we have a higher rate than if Shellpoint had not made this mistake, or fixed it in a timely manner instead of being dismissive. XX/XX/XXXX I called XXXX, in case the Shellpoint account shows to them first, with a delay before it appears in 3rd party XXXX XXXX. The confirmed it still did not show. Again without record of Shellpoint on their end, they could not do anything for me. They recommended I file a complaint with CFPB. XX/XX/XXXX I called Shellpoint. After a brief review with the person, who said the usual that it was fixed and reported, I insisted on a manager/supervisor. The supervisor said they saw the update that it was fixed on XX/XX/XXXX and that at the end of XXXX they reported it to the credit bureaus. That once they report it, it is up to the credit bureaus when they do their own updates for it to show. That reporting it in XX/XX/XXXX sounds like it did not appear in the credit bureaus updates in XXXX, that it should likely appear in XXXX. I tried to see if there was any way the supervisor, or one of their higher ups, could do ANYTHING else, like a 3 way call to the credit bureaus, to escalate/expedite this further, as I have already been waiting since XX/XX/XXXX, 2 months and 10 days, when I first contacted Shellpoint about a mistake they had made. They said there is nothing they can do. That even if they reported something " today '', that it is then entirely in the hands of the credit bureaus to decide when to do something about updating it. He said as a supervisor he escalated it, which he said is a " higher '' escalation when I questioned the value of an escalation after all of this. And when I expressed my opinions about how we are trying to improve our financial situation and we have been held back by the dismissive actions of Shellpoint for so many weeks, for a mistake that they made in the first place, they accepted and submitted a complaint from me. At least put it in notes, not actually sure if they filed an official complaint to submit to any other department. Still playing the waiting game for my husband 's report to be accurate to give him the best score, we are back to the concern of rising interest rates while waiting for someone else 's mistake to be fixed.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The current company representative says that I was mailed an escrow statement giving me the option to pay the difference or have my payment raised in XX/XX/2021. I only found out about the escrow analysis when I called about the amount due showing on my current bill that is due XXXX, which I received XXXX. I called the company ( 4 ) four times on XXXX. I was finally emailed a copy of the escrow analysis XXXX, I was not given the option to pay the escrow shortage and keep my monthly payment the same. Since I was not given the option, I have no idea what my monthly payment would be, if I had been given the option. I spoke with XXXX, XXXX, XXXX XXXX, and unnamed female that informed that I could not receive and updated bill for XXXX. I was not given the option to pay the escrow shortage and not have my payment altered.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45231
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested a PMI removal back in XXXX of XXXX and was told that my loan needed to be paid down to 80 % LTV to have the PMI removed. I paid down the mortgage to below 80 % and again requested a PMI removal. This time I was asked to pay for a BPO, which I did. I received a letter on XX/XX/202 stating that the home LTV was now at 73.96 % ( {$120000.00} ) and the home ( as it is an investment property and now needed to be paid to below 70 % LTV ) needed to be paid down below {$84000.00} in order to remove PMI. I sent in a check noting a Lump sum payment to be applied to " principal only '' as stated in the memo line, as instructed. The payment was erroneously applied to multiple future payments and I had to call the company to sort that out. I paid the loan down to {$84000.00} on XX/XX/2020 and requested a PMI removal the same day. I was sent an email that the request could take up to 30 days to process. Since then, I have called the company five times, speaking to 8 different representatives telling me that they are not sure why my PMI has not been removed and they will speak with a supervisor and get back to me. Not one of those people has gotten back to me, and me PMI has still not been removed. I am told their PMI/escrow department will not take calls from consumers, so I am left at the mercy of their customer service agents who clearly are not following up. I am unsure what to do at this point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63366
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: New Rez LLC in Pennsylvania acquired a mortgage from XXXX. Mortgage is in good standing with no break in payment history. In XXXX 2020, I called New Rez to refinance mortgage at a lower interest rate. Property was appraised in XX/XX/ 2020, found in good conditions and appraised at nearly double the amount owed. I made multiples phone calls and sent emails to ascertain the status of my application and to get a closing date. As of today, the New Rez staff hasnt given me an estimated closing date. In fact, I believe this company has purposely prolonged this refinance process to keep charging me a higher interest rate. Additionally, this company lacks an understanding of the NJ laws that allow a married woman to own and maintain an investment property on her own right.
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Background : New Res Shellpoint Mtg took over the mortgage servicing of our loan from XXXX XXXX XXXX when we file for Chapter XXXX Bankruptcy protection on XX/XX/XXXX. We were behind on payments and included them in our plan. When the loan was transferred from XXXX XXXX XXXX to Shellpoint on XX/XX/XXXX. Either XXXX XXXX XXXX or Shellpoint didn't record our payment of {$3500.00} which was paid on XX/XX/XXXX electronically posted according to XXXX XXXX. This threw our payment history off for years. Until Congress passed the Morgage Servicing Act in April of 2018, I was unaware there was an issue. Finally after years and having to retain an attorney, Shellpoint found the payment. After weeks on end of calling, emailing, and being placed on hold. My Chapter XXXX Bankruptcy was discharged, XX/XX/XXXX Problem # 1, The Shellpoint Statements have been misstated since they began serving the loan. This affects our ability to provide documentation in order to refinance our loan. We are currently paying a high-interest rate. This materially impacts us financially because it is difficult to prove we have paid 12 months on time according to Shellpoint. I am trying to refinance and found out today, XX/XX/XXXX. Shellpoint has been reporting some of my loan payments as delinquent during active bankruptcy. According to my understanding, this is not legal. This also has a material effect on my husbands and my credit scores. We will be paying a higher interest rate to refinance due to their inability to service the loan properly. We have worked hard for ( 5 ) year only to deal with this issue, ugh .... I have exhausted my patience. I didn't want to complain. I have spent years trying to straighten issues out with Shellpoint. I have spent hours on hold. Been hung upon. They rarely respond even after my Chapter XXXX Attorney gave them permission. It took them over two years to correct my statements. I provided a printout of all posted checks from XXXX and it still took them years. Finally, our XX/XX/XXXX Statement from Shellpoint indicates they are Charging me {$250.00} for my bankruptcy discharge. I have asked repeatedly, by what authority or agreement do they have the authority to arbitrarily charge me {$250.00} for ( Legal Fees ). I had no agreement with Shellpoint and this was not agreed to in our Chapter XXXX agreement. This is the worst company I have ever worked with. Our 2nd Mortgage Company is with XXXX now XXXX. We have had NO problem with them, their statement, or been arbitrarily charged legal fees when our Chapter XXXX was discharged. HELP
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A