Date Received: 2021-01-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have a current mortgage with NewRez. We applied for a refinance in XX/XX/XXXX. We are still waiting for a decision. The company will not follow up. Paystubs had to be resubmitted because they expired in their system because they are taking to long to close. They changed loan processors & no longer had access to our confidential documents. We had to resubmit everything again. They changed the closing date several times. They will not return phone calls. We contacted customer service via email & they said someone will get back to us. They didn't. We spent the money on a appraisal & have a lot of time invested in this. We signed preliminary closing documents in XX/XX/XXXX. All correspondences with the company listed below were pull from emails which are on file if needed ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... XX/XX/XXXX Email from XXXX XXXX at NewRez. Online application received. Advised to log into NewRez Portal & attach tax returns, pay stubs, 2 full months of bank statements, homeowners insurance, mortgage statements, drivers license. -- XX/XX/XXXX Received notification from XXXX. NewRez credit inquiry. -- XX/XX/XXXX XXXX XXXX XXXX for title insurance & settlement service. -- XX/XX/XXXX Sent email to XXXX XXXX at NewRez. Said XXXX had two unemployment compensations amounts deposited into his bank account today. Did not file for unemployment. I called my accountant yesterday & she said my social security number was used to file taxes that were not mine. I just now contacted the credit reporting agency & put a freeze on my credit report. Advised him to let me know when it needs to be lifted to run the background on XXXX to process the loan. -- XX/XX/XXXX Received email from XXXX. Said they received my credit as part of the initial process. It was done prior to the freeze being put into effect. -- XX/XX/XXXX Received email from XXXX. They are working on the title & will let us & the lender know one this has been completed. -- XX/XX/XXXX Received email from XXXX XXXX at NewRez. Our loan application has been conditionally approved. Assigned XXXX XXXX at loan processor. -- XX/XX/XXXX NewRez Rate lock signed. Expires XXXX. Loan officer XXXX XXXX. -- XX/XX/XXXX Received email from XXXX XXXX says she's having trouble reaching XXXX employer to verify employment. -- XX/XX/XXXX Sent email to XXXX XXXX for status update. -- XX/XX/XXXX Received email from XXXX XXXX. Introducing herself. She has been re-assigned our loan from XXXX. She is requesting our approval to look over our loan. -- XX/XX/XXXX Received email from XXXX XXXX says having trouble verifying XXXX employment. -- XX/XX/XXXX Emailed XXXX XXXX. Do to COVID-19 XXXX employers office staff is working from home. He sent her all their email & phone numbers. Because she said she couldn't reach anyone. -- XX/XX/XXXX Preliminary Closing Disclosure signed. -- XX/XX/XXXX Sent email to XXXX XXXX for status update. No response. -- XX/XX/XXXX Received email from XXXX. NewRez needs the following documents to process the loan. XXXX paycheck stub because the file has expired. New stubs will need to be submitted. Individual & business tax returns for XXXX. Bank Statements for both XXXX XXXX XXXX. -- XX/XX/XXXX Received email from XXXX said that the loan was reassigned from XXXX so there is to way for NewRez to access her emails to retrieve any of the previously sent confidential documents. All documents must be resubmitted. -- XX/XX/XXXX Issue with NewRez system. XXXX spoke with manager. What were are seeing is not the same thing they are seeing on the system. Screen shots sent back & forth. Uploaded the documents again. -- XX/XX/XXXX Received email from XXXX, she forward documents to underwriter. -- XX/XX/XXXX Sent email to XXXX for status update. -- XX/XX/XXXX Received email from XXXX. She has not received our file from the underwrite. Said she will follow-up to see if they can move the file today. -- XX/XX/XXXX Email received from XXXX XXXX. Wants to know if we are married. If we are they need a copy of the marriage certificate. -- XX/XX/XXXX Received letter from NewRez dated XXXX Credit score for XXXX processed. -- XX/XX/XXXX Notified by XXXX that NewRez pulled XXXX XXXX credit file. -- XX/XX/XXXX Email received from XXXX XXXX saying they are experiencing delays due to high volume refinances & due to us not being married our credit will need to be pulled separately. NewRez is unable to pull XXXX because he has a block on it. -- XX/XX/XXXX Sent email to XXXX saying XXXX sent XXXX XXXX an email on XXXX saying he contacted the credit reporting agencies & put a freeze on his file. XXXX said that was fine because NewRez pulled the credit prior to the freeze going into effect. XXXX removed the block from XXXX & XXXX. Effective XXXX to XXXX to allow NewRez to pull the reports. -- XX/XX/XXXX Received email from XXXX. Apologized for confusion. Will have manger review it today before it's pulled again. According to her records it wasn't pulled for XXXX, but she will provide and update once she receives one. We never received a follow up to this email from NewRez. We were notified by the credit reporting agencies that our credit was pulled again. -- XX/XX/XXXX Sent email to XXXX. Need to know why they pulled XXXX credit three times XXXX, XXXX, & XXXX. -- XX/XX/XXXX Received notification from XXXX. NewRez requested XXXX credit file. -- XX/XX/XXXX Received letter from NewRez dated XXXX Credit score for XXXX processed. -- XX/XX/XXXX Received letter from NewRez dated XXXX Credit score for XXXX processed. -- XX/XX/XXXX Notified by XXXX that NewRez pulled XXXX XXXX credit file. -- XX/XX/XXXX Notified by XXXX that NewRez pulled XXXX XXXX credit file. -- XX/XX/XXXX Received email from XXXX XXXX, Direct to Consumer-Customer Care at NewRez. Due to our current volume you may experience a delay in processing. We have increased our staff to meet our high volume and are all working collectively to get your loan set for closing as soon as possible. We apologize for the delay and thank you for your patience. -- XX/XX/XXXX Received email from XXXX XXXX at NewRez. Saying - We are letting you know that your file is still processing. Due to our current volume, we are experiencing delays. Your processor will be reaching out to you soon to get you ready for a closing day. We apologize for the delay. -- XX/XX/XXXX Received email from XXXX XXXX at NewRez. Saying. Please be advise that the credit block was still on for XXXX was not pulled on XXXX. We need a 3 bureaus to move this file forward. -- XX/XX/XXXX Sent email to XXXX XXXX at NewRez saying the blocks were removed a month ago. The reports should have been pulled within the specified timeframe because the blocks were set to be reactivated XXXX. -- XX/XX/XXXX XXXX logged into NewRez portal. No change in status. Logged into NewRez portal on XXXX & there's a note with an action dated XXXX that says " Need XXXX 's Credit Report - re-pulled - after it is unfrozen Multiple Frozen Credit Reports This case can not be underwritten because a borrower has frozen their credit reports at two or more of the national credit repositories. ( XXXX 's not showing XXXX and XXXX ) ''. -- XX/XX/XXXX Logged into NewRez portal & attached screen shots from the 3 credit reporting agencies showing that the blocks were removed. They are also showing hard pulls credit reports from NewRez for XXXX & XXXX. We long into the NewRez portal several times a week. A new task has appeared between the last log in XX/XX/XXXX & today XX/XX/XXXX but the action date assigned is dated XXXX. -- XX/XX/XXXX Sent email to XXXX for resolution on closing this refi. It's going on 7 months. -- XX/XX/XXXX Received response from XXXX XXXX Customer Advocacy Specialist. She forwarded our email to the loan processor & she will contact us as soon as possible. -- XX/XX/XXXX NewRez portal shown loan status as inactive. Says to contact loan XXXX. -- XX/XX/XXXX Left voicemail for XXXX XXXX. -- XX/XX/XXXX Left voicemail for XXXX XXXX. -- XX/XX/XXXX Sent email to XXXX to let them know that no one has contacted us from the email they responded to last week. --
Company Response:
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my monthly complaint i resived a call from my bank mortgage company and they started to increased since last month they keep claiming. I owed them money they im behind 2 months I asked to tell me when or where but they don't know this lady XXXX where really rude when I asked why she keeps calling my number and leaving so many massages like I was calling her she didn't like it again I asked tell me where is the shortest she said to give her my email I don't have one but my wife does they do have it but she is trying vto get me all worked out this shellpointmorgage company got my account from XXXX XXXX XXXX and following the same lies and different ways to charge for money I don't owned them they keep doing it I been making complamy about this but they keep sending me same papers then when this lady hang up the call I call again to see why this company shellpoint mortgage company to see why they keep saying the same but not proved then I talked to XXXX she told me she is trying to help me ok I said but she said same thing that they will send me all the paper and I will look for where and when I'm late they can't say it but they know I'm late I asked i think if you say I'm late you nave to proved it not yes say you have to find out where is the mount you owned in the past I have send them few different mount but I can't go and send them if they keep changing the mount back again the girls XXXX she made the effort to look a little more and she help me that's XXXX and this month we are in at the beginning XXXX they says I owed them it now kaily say the same thing as XXXX I tell her that with all this complaint I learned that on 2015 when I got my loan modification my payments where XXXX something like that but then after 3 months of the same year XXXX XXXX XXXX increased to more than 1500 I call them but they claimed it was an escrow for what I understood the escrow adjusted every last month of the year they have got more than {$150000.00} dollars added to my loan for escrow insurance and different payments from companies their lawyers court fees all that was included so I was going to start fresh with my loan XXXX told me that she saw in that and that was the issue and since that day I owed them even that every end of the year they adjusted the escrow and insurance how come my monthly payments has increased since that year even that my insurance and taxes where not that high she tell me that's why I have {$900.00} or more in late fees I don't get it this company is owned by XXXX XXXX but they don't take responsibility of that they are d6 taken advantage of people again they wanted to charge for their own mistakes XXXX say it the other company XXXX XXXX XXXX records she see they did screwed me up and she it's ok with it but last time I taro some one on costumers service they say same about XXXX XXXX fault so they keep making mistakes and I'm to blame for
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have made numerous attempts to pay the mortgage company. I began calling in XX/XX/XXXX, they ignored my calls. In XX/XX/XXXX i made a formal complaint and they assigned XXXX XXXX to my file. I applied for 2 modifications and was denied. they said my payment started at {$510.00} and is now {$740.00}. they said since it increased they cant help me. I asked them could they waive or reduce fees, they said no. I offered to pay {$1500.00} per month, 2x the mortgage they still say now. my mortgage statement say that i owe $ XXXX i am willing to get another loan to pay them off. they now say i owe $ XXXX. on XX/XX/XXXX XXXX XXXX said i owed $ XXXX, she called a month later on XX/XX/XXXX and said i owed $ XXXX, the most recent notice says $ XXXX, how did my balance jump $ XXXX, it does not make any sense. I am willing to pay the mortgage, they will not allow me to. i have been advised that if i send any money, my home will still be taken. i have saved money and am prepared to send it to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: From the period of XX/XX/XXXX onwards, Shellpoint has categorically failed to respond to a series of inquiries on the status of an ongoing mortgage payment and any payments to be made thereof. Shellpoint ( " they '' ) have repeatedly stated false and misleading fee and penalty amounts for fees we did not agree to. The customer service line continually lies and gives false information to any party that calls with voiced concerns. Every time we call, it is a different story, and a different amount. We *SUPPOSEDLY* owe XXXX, then XXXX, then XXXX in " late fees and penalties '', then, when we demand an itemized list of these fees and charges, we are given no answer for weeks, only to be sent a file which we can not open or read. Managers refuse to speak to us or honor appointed calls, often ignoring us in lieu of us leaving a voicemail only to get no calls back. They have rejected at least one payment outright and have closed the online portal to pay, demanding we instead send paper checks by mail. Ultimately, they have also stated we have not paid any mortgage payments for several months in the year of XXXX, when this is totally and completely untrue, a blatant lie, fabricated. The bank records show we have issued them payment. At this point I can not tell if this is incompetence or criminal activity. We are considering legal action and hiring an attorney.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: GA
Zip: 30263
Submitted Via: Web
Date Sent: 2021-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX my Newrez/ Shellpoint mortgage account number XXXX was refinanced. On XX/XX/XXXX my refinancing company, the closing agent, sent full payment of {$190000.00} to pay off my loan with Newrez/Shellpoint. Two weeks later Newrez/Shellpoint sent me my escrow check so I thought everything was well. A couple of days later I started to receive mails that I was late on my mortgage mind you I have never been late. I contacted new Newrez/Shellpoint and their representatives told me that my loan was paid in full and that all was well. However the mails about missed payment kept coming. I call Newrez/Shellpoint again and they said maybe that mail was sent before the loan was marked pay off. Now the mails did not stop now they reported miss payments to the credit bureaus decreasing my credit score dramatically down 101 points. I called newrez and the representative then told me well I see your account pay off but they charged you a late fee of {$35.00}, then she said Ill transfer you to another department. Once transferred I spoke to a man, name XXXX. He looked into it and said he filed a dispute about the false reporting and instructed me to email CBR dispute about the situation and that they would fix it. He also advised me to file a dispute with the credit bureaus which I did. 3 weeks later Newrez reported my account as closed to XXXX however with a balance of {$190000.00}. They also reported that false information to XXXX. I have proof of the wire transfer to Newrez on XX/XX/XXXX paying off my loan in full. However they keep reporting these false reporting to my credit and ruining my good credit scrore that I have worked hard to keep. When I call them they say one thing and then they report these false report to the bureaus. I also have proof of emails that I have sent to Newrez with no response. I do not know why they are reporting these false reporting of late payments when My account was paid in full.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32703
Submitted Via: Web
Date Sent: 2021-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/XXXX I called XXXX XXXX to inquire about refinance options, the call was dropped before I could tell them my husband lost his job due to covid and I immediately got an alert from experian that XXXX XXXX pulled our credit and a mortgage application was started without our authorization. I immediately called Mr. XXXX back and filed a complaint, he acknowledged the illegal pull but has failed to fix it. I've called XXXX XXXX 15 times to fix this. I kept being told it will update from university on XX/XX/2021, but it has not!
Company Response:
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2021-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez LLC d/b/a Shellpoint Mortgage Servicing has : 1. performed TWO Annual Escrow account analysis calculations in XXXX XXXX XXXX and XXXX ) resulting in monthly escrow and mortgage payment increases within the same escrow account computation year, well before the completion of the established escrow account computation year occurred. They are in violation of RESPA Escrow Account Regulations, specifically CFPB 1024.17 Escrow accounts. 2. removed my ability to view any and all, past and present, Escrow Analysis Statements online, beginning in XX/XX/XXXX, immediately following the second Escrow Analysis, claiming they did so because of a Chapter XXXX Bankruptcy that I filed in XX/XX/XXXX. 3. continued incorrect and sloppy mortgage loan credit reporting that harms and lowers my credit score unnecessarily, as well as the failure and unwillingness to correct the accounting after I supplied valid information and after receiving disputed information from the major credit reporting agencies. This is privately enforceable under the FCRA, as I have already lodged a dispute with the CRAs, thus triggering reinvestigation duties under 15 U.S.C. 1681s-2 ( b ). Section 1681s-2 ( b ) as opposed to 1681s-2 ( a ) is privately enforceable. See NCLCs Fair Credit Reporting 6.10.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2021-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: So complicated. I had a mortgage with XXXX which I fought a 4 year foreclosure issue on. Got 2 lawyers to settle things. Things were settled. Amount was settled- which included escrowed Flood. Keep in mind I bought my house well before XXXX or even XXXX. In XX/XX/XXXX Shellpoint MOrtgage took over my loan- so after 4 years now my payment jumped to over {$3000.00}! This is after a legal suit that they just changed the payment AGAIN. I called latest lawyer to help- they initially said - " oh this is wrong ''. They said they would help figure it out- then backed down and said it wasn't in their best interest- after getting paid. I am upset - as you can imagine. I have tried to deal with Shellpoint- Still dealing with Shellpoint- just different answers constantly. Very hard to reach escrow dept. I was told there was a delinquence in my escrow account and in order to go back to make my payment back to XXXX XXXX XXXX I would have to pay $ XXXX this included 2 months ( which I think should be much more! ) I did anyway with a promise I would get refund- I have gotten {$130.00}?? I don't even know what that is for? Not escrows~ I have called literally everyday last week and emailed. This is a bunch of junk. They have over anywhere from XXXX XXXX_- {$8000.00} in my account. I need my money. I have volunteered always to pay my XXXX XXXX XXXX- They have plenty in Escrow. I need help. OK, I am currently STUCK in XXXX XXXX XXXX . I have been since Covid. I am waiting on a Visa ( different from passport- which I have ). It is a long process. I can be reached via email- XXXX. I have an app called Text Now- XXXX. Other US numbers would be have to be answered by my friend taking care of my house. Shellpoint Mortgage XXXX XXXX XXXX, SC XXXX Account XXXX Ph- XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, FL XXXX Don't know what you might need. I have only been with Shellpoint since XXXX XXXX a mess ever since. It is my understanding that when a mortgage gets transferred without any knowledge of mortgage holder- the terms of previous loan! And if the new mortgage holder changes/ and or/ does not pay the ONLY bill ( Flood ) which was in XXXX correctly- it should give me permission to pay my own bills. I pay XXXX, XXXX, Property tax- why do they mess it up so badly- granted- it is a XXXX XXXX compound- not one can get it! I can. I want control! If I don't pay- got ahead add escrows- but that won't happen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since 2001, we have always paid the insurance and property taxes for our property outside of the our monthly payment to the mortgage company. We have never authorized and/or approved a servicer controlled escrow account for the purpose of paying property taxes and hazard insurance for the subject property. However, when Shellpoint became the servicer for the loan, an escrow account was set up and PITI was placed on the property, even though we already had insurance on the property a. To be clear, we NEVER authorized an escrow account and had assumed responsibility for payment property taxes and insurance outside of payments made towards satisfying the principal balance mortgage under the terms of our Deed of Trust. Shellpoint has now increased the our monthly mortgage payments and claim that we owe an " Escrow Only '' payment of {$4000.00}. To be clear, when shellpoint place insurance on on our property, we already had insurance, so there were two insurance policies on the property at the same time as a result. Further, we have never had or authorized an escrow account. We do not believe that we should be responsible for payment of a duplicate policy, that we never authorized or had any knowledge of until after shellpoint had placed the policy on the property. I hired an attorney for the specific purposed of drafting and sending a letter to Shellpoint regarding this matter and in an attempt to resolve this matter. I have not yet retained an attorney for the purpose of filing suit against Shellpoint and this is my final attempt at resolving this matter before doing so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been working with the NewRez LLC for over 4 months now. I paid for an appraisal and it was accepted. Its been a few months since completion of appraisal. The company had given me conditional approval of the loan before they claimed to have experienced glitches in their software before asking me to resend most of my information to them again. I am not in a stage where no one is answering my emails or call, and no clear estimate of completion has been communicated to me.
Company Response:
State: CA
Zip: 90003
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A