Date Received: 2020-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing ( NewRez ) is my mortgage servicer and supposedly paid my property taxes on XX/XX/20 in the amount of {$4900.00}. The collections group for my area informed me on XX/XX/20 that I had yet to pay the taxes on my home. I contacted Shellpoint and for four weeks not a SINGLE PERSON in their company has been able to tell me even the most basic information about the payment : Was the check cashed? What was the check number? Were my taxes sent with other taxes? If so, what was the total amount of that check? Where is this money now? Why was it not debited back to my escrow? Due to the fact that my taxes are now 3 months late, I owe an additional 12 % of face value as a penalty. Currently not a single person at this company can located the {$4900.00} or tell me where this money was sent. Additionally, I am continually told that I am not allowed to speak with anyone from the tax department that is able to help resolve this issue, as it is 'against company policy. ' For almost 4 weeks I have worked tirelessly to contact them and get information and resolution to this problem to no avail. My taxes are now being sent to collections and my servicer continues to not take any action toward resolving this issue. I believe it is likely that this is a criminal organization that is mis-appropriating escrow funds and lying to homeowners about where their taxes are being sent. To any futures homeowners : prior to signing your mortgage, ensure a clause is included that prevents the mortgage or mortgage servicing rights FROM EVER BEING SOLD TO SHELLPOINT MORTGAGE SERVICING or any of it's successors.
Company Response:
State: PA
Zip: 19348
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was solicited for a refinance option on my existing mortgage from NewRez LLC and on XX/XX/2020 had completed the application and received acknowledgement of the initial application. To date, I am still waiting to close on this loan. I have provided all necessary documents and signatures as requested. The main purpose of this loan was to remove the PMI insurance on my current FHA loan ( note in excess of {$250000.00} equity on my current loan ), and reduce the term, ( 25 years left on current loan to 20 on the proposed loan ) and finally lowering the percentage. I received a note that there could be delays due to heavy volume but given this loan is on an existing customer of several years and have excellent history on my loan, believe I am being discriminated due to age and I have just been retired by my company.
Company Response:
State: CO
Zip: 80123
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on a refinance on XX/XX/2020. The title company XXXX XXXX XXXX submitted payment for taxes in the amount of {$2300.00} and it has since been posted to the XXXX county tax assessor. The current lender NewRez ( ShellPoint ) also paid my taxes but when we contacted the county they advised that the lender 's payment was rejected and return via Batch number XXXX. Title and I have wasted many hours on the phone trying to get this resolved and my monies returned to me but we never hear back. My last call was on XX/XX/2020 with title and a New Rez Supervisor and they said they would personally call us back in 2-3 days and still nothing. It has now been over 2 months and with no resolution in sight.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been overcharged for escrow for several years. As a surving spouse of a XXXX XXXX I receive exemption from property taxes. Due to the incorrect tax amount approx. XXXX a month I was assessed on my monthly mortgage I became delinquent. I worked with my local tax assessors office to get there records to reflect my VA exemption then I provided the new bill to XXXX. Yet I continue to be charged monthly for a tax allocation. For over a year I sent paperwork requesting assistance. I asked to have some type of plan to pay back the correct amount due over time or put toward the end of the loan. I wa denied the only option I was given was to surrender my house. Currently I am in foreclosure. I have lived in my home for 26 years and want to remain here. The original mortgage servicer was XXXX this company had me send thousands of documents over 18 months worth. After continuous prolonging XXXX was replaced by Shellpoint they determined I did not qualify for any modification or payback program because my payment would have to be reduced once the program was over. I explained again to the new company Shellpoint that my monthly payment did not reflect the correct tax assessment and that alone would reduce my monthly payment. I have the income to pay but they want the entire balance even though the amount is incorrect. Shellpoint and XXXX have been negligent in servicing my loan. I want my mortgage taken out of Foreclosure and my tax removed from monthly bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, I made a request with my previous insurance broker to cancel my coverage through XXXX XXXX XXXX effective XX/XX/2020. I had already signed up for replacement insurance coverage for my home via XXXX XXXX. The new insurance with XXXX XXXX was scheduled to take effect on XX/XX/2020. This notification was sent to NEW REZ on XX/XX/2020. On XX/XX/2020, I received a letter from NEW REZ dated XX/XX/2020. This letter stated that I NO INSURANCE as required by my loan agreement. The letter also stated that NEW REZ would buy insurance coverage for my home which may not be to my benefit. This is the second time I have had to submit a complaint about this company. The last time, I TRUSTED that they would IN GOOD FAITH, correct their error. Unfortunately, they did not do so and continured to harass me and my family for payments they had already received. That said, I submitted proof of my insurance to them on XX/XX/2020 ( via website https : XXXX ) as well as by fax on XX/XX/2020. The fax was sent to XXXX XXXX XXXX XXXX. This means that they were notified on three ( 3 ) separate occasions that i have the required insurance coverage.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: From To Date Summary Response XXXX Web Contact Us XX/XX/XXXX at XXXX EST I received XX/XX/2020tax statement and requested for clarification on whether I have to pay this or new rez will pay. County Tax bills are sent as courtesy to me. New rez will pay. No further actin needed. Phone call to Customer Care XX/XX/XXXX at XXXX EST Reg Tax payment not done Rep told me it is not done and send us a copy of bills. Which is totally opposite to what was told in email to me earlier i.e. no need to send any bills to new rez. XXXX XXXX XX/XX/XXXX at XXXX EST Requested clarification on tax payments not done. Attached copy of bills as courtesy No Response XXXX '' XXXX, XXXX '' XX/XX/XXXX at XXXX EST Sought clarification on tax amount paid & requested statement. Response not clear & New rez said no mistake on their end. XXXX Consumer Financial Protection Bureau XX/XX/XXXX at XXXX EST Complaint raised reg non payment of taxes from Escrow XXXX XXXX responded on XX/XX/XXXX with a letter stating " Taxes are current ''. XXXX '' XXXX, XXXX '' XX/XX/XXXX at XXXX EST Overdue Notice Received, attached copy of overdue bill XXXX XXXX XX/XX/XXXX at XXXX EST Received a letter stating nothing is showing as overdue and all taxes are paid. XXXX XXXX XX/XX/XXXX at XXXX EST Requested XXXX to investigate and attached copy of bills still showing as not paid XXXX XXXX XX/XX/XXXX at XXXX EST After a phone call to customer service, escalated to supervisor XXXX via email After the above mentioned chain of communication, new rez sent me a letter via secure email stating that they had paid 2 of my 3 pending bills on XX/XX/XXXX. And there is no error at their end since they are not responsible for paying interim & supplemental tax from escrow. If that was the case, new rez should have told me during my first contact that I need to look out for these interim and supplemental bills. After number of emails, complaints, phone calls, XX/XX/XXXX is the first time they mentioned that I am responsible to pay interim and supplemental bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17050
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Currently, I've been receiving calls from NewRez to collect a debt. My problem began with Ditech. According to NewRez, payments of around {$1600.00} to Ditech were sent to escrow and not toward my mortgage payments. Ditech went bankrupt and I've received numerous calls from NewRez/Shellpoint for payments. I was told that this happened around XXXX-XXXX. Because of this, I've been behind in payments. In the latest phone call, I was told by NewRez that there was nothing that they could do. I'm the one who, however, is caught in the middle and it appears that I can not recover those payments that I made to Ditech. I still make payments every month, but that doesn't successfully stop the calls. I've shared with NewRez that I get paid once a month so I could only pay them after I get paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan service company, NewRez, has not paid my property taxes from my escrow account and continues to ignore my inquiries about the same. Last year they paid the taxes on the same property on XX/XX/2019 so theres no excuse for not paying the taxes this year.
Company Response: Company believes the complaint is the result of a misunderstanding
State: FL
Zip: 34653
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - school taxes due from escrow account for discounted rate XX/XX/XXXX - school taxes due for the face value XX/XX/XXXX - statement received in mail from tax collector that school taxes were not paid and there would be {$280.00} late fee for not being paid by XX/XX/XXXX and must be paid by XX/XX/XXXX XX/XX/XXXX - contacted mortgage company, New Rez, - apologized for not paying school taxes and would talk to a supervisor to expedite the process to have them paid by their due date XX/XX/XXXX- filed a complaint with NewRez, have only received a letter in the mail saying that they have received a complaint and are working to " gather the requested information and will forward it to you as soon as possible. '' XX/XX/XXXX - contacted tax collector - school taxes still have not been paid XX/XX/XXXX - contacted mortgage company and they said that the taxes were mailed on XX/XX/XXXX
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called Shellpoint to follow to look at options to avoid losing my home. This was XX/XX/2020. The rep specifically told me that they would do a loan modification and to call back on XX/XX/2020 to get the new payment and terms. I did as I was told. I was passed around to several people and then told a supervisor would call me back. I never received a phone call. I followed up today ( XX/XX/2020 ) only to find out they are taking my home. I explained that I never received a call back and was told this was already approved. Now I'm told that they denied it. I have never received notification of this. I was told that I would receive a call back today ( XX/XX/2020 ) by a supervisor to work this out. I was given a direct email to XXXX XXXX to ensure I would be contacted today. So far nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 285XX
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A