Date Received: 2020-12-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I had a home loan with NewRez and I refinanced my home loan with XXXX XXXX. Loan closed on XX/XX/XXXX and NewRez was overpaid by {$2200.00}. When I contacted NewRez, the company told me that they will send me the money back. When asked the fastest way to receive the money, they told me that it was via my bank. They told me that I would receive the money without 24 to 48 hours. On XX/XX/XXXX, I called back NewRez because I didnt received the money yet. The company told me that the money was deposited in my account on XX/XX/XXXX. I called my bank and they told me to contact back the morgage company. Since XX/XX/XXXX, I contacted NewRez multiple times and each times they promised me that the money would be in my account in the next 24 to 48 hours. We are XX/XX/XXXX and I still dont have the money. When I asked the company to overnight me a check, they told me that it was not possible. I need that money to pay my new morgage company.
Company Response: Company can't verify or dispute the facts in the complaint
State: CA
Zip: 93021
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX is not doing their job and will not provide return phone calls nor provide customer status. I began shopping for a refi/cash out loan in XX/XX/XXXX with several lenders that I had already qualified with prior to having the conversation with NewRez. In fact, I already had my home appraised and appraisal in hand. The loan officer I spoke with appeared to be professional and knowledgeable, along with having a pleasant personality. He advised they had same product I was interested in which was XXXX my current conventional loan into a FHA loan in order to qualify for cash out I was up front with seeking out of this transaction. With those factors in mind, I moved forward with signing my loan intent on XX/XX/XXXX and it is now XX/XX/XXXX. I was advised that expectation for closing would fall near or around XX/XX/XXXX due to the overwhelmed market handling of refis. I thought that was fair and transparent with having the up front communication. Nearing XX/XX/XXXX, I began making calls to my loan officer and did not receive a return call or response to my emails also sent. I escalated to loan officer supervisor and when no return call then escalated to loan officer 's manager. The next day XX/XX/XXXX, I received a return call from the loan officer supervisor who advised that my loan hadn't been assigned to their UW and he would escalate. They had my completed paperwork for 3 months and it had been sitting untouched this entire time! I was advised they only assign on Mondays and as my call was on a Tuesday, I would have to wait for the next week to hear from the next person a junior processor to contact me which was on XX/XX/XXXX. That went pretty smoothly, except then I get a message on XX/XX/XXXX in their portal it indicated I need to have my foundation certified and then the message disappeared on XX/XX/XXXX. Again, I made several calls trying to confirm what was needed and advised my file would need to be assigned to a processor to advise as the junior processor nor my loan officer could direct me on what was needed before I went out and hired my own engineer. On XX/XX/XXXX I had a processor assigned confirming the engineer certification needed and completed same day with report provided to NewRez on XX/XX/XXXX. Up to date here on XX/XX/XXXX, the status indicates pending review of the engineer report. I began making calls to the processor and my loan officer last week on XX/XX/XXXX and again today XX/XX/XXXX with no return calls. This by far has been the worst customer experience in my lifetime and no one is stepping up to be accountable or responsible to ( 1 ) do their job ( 2 ) manage your employees ( 3 ) give a care about your customers. I am already an existing customer as well.
Company Response:
State: CA
Zip: 92595
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My loan with XXXX XXXX XX/XX/XXXX was sold to Shellpoint in XXXX My XX/XX/XXXX payment would not be accepted by XXXX XXXX and it took Shellpoint 3 weeks until XX/XX/XXXX to get my account set up to even allow me to make a payment, which I then made with an extra payment on principal. I spent an hour setting up auto pay again from my bank ... .then today I receive a Notice of Sale from Shellpoint of my mortgage to another shady company, XXXX XXXX XXXX XXXX with a transfer date of XX/XX/XXXX. So Shellpoint only had the mortgage for 13 DAYS. The number they provided XXXX XXXX XXXX at 3 different places on the letter is not a working number. The loan number is XXXX. I am totally convinced that their frequent sale of my mortgage is going to result in losing my payments. Are they at liberty to sell my mortgage every month and to anyone that they want??? Now a XXXX XXXX company owns my mortgage and I have no idea where to send my XXXX payment. I have NEVER been late and feel very uneasy with the current sloppy, careless handling of my mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 252XX
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX Effective this date we refinanced a long standing mortgage with XXXX through XXXX XXXX. Paid XX/XX/20 mortgage payment to XXXX XXXX XX/XX/20-Effective this date servicing of loan transferred to Shellpoint. Made mortgage payments from XX/XX/20 through XX/XX/20 to Shellpoint. When Shellpoint transferred the loan to XXXX, they reported that we had not made XX/XX/20 payment. We have bank statements showing withdrawal of mortgage amount each of these months to Shellpoint and have emailed them to customer service representatives and a supervisor at Shellpoint as well as advising them about the error in reporting the mortgage balance to credit agencies. XXXXEffective this date loan transferred to XXXX. Payments made to XXXX on XX/XX/20 and XX/XX/20. XXXX has reported to the credit agencies and notified us that we are one month late in payment of loan because they applied XX/XX/20 payment to XX/XX/20 payment. I have emailed statements showing all payments made on time including payment for XX/XX/20 to XXXX escalation manager. After trying to resolve this for a month and seeing a drop in my credit rating, I never got a clear answer from Shellpoint and was told by XXXX that they would try and resolve it in 90 days.
Company Response:
State: MD
Zip: 216XX
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: THIS IS NOT A DUPLICATE COMPLAINT - PLEASE READ - THIS IS A NEW COMPLAINT ABOUT A NEW & RECENT ISSUE WITH SPECIFIC INFORMATION SO SHELLPOINT DOES NOT RESPOND WITH A VAGUE AND AMBIGUOUS ANSWER Shellpoint letter dated XX/XX/20 indicates " your mortgage payment that was due on XX/XX/20 is now 17 days past due ''. This is the 3rd letter I received that my mortgage payment was not received. The mortgage payment due for XX/XX/20 was mailed via USPS certified mail with tracking number XXXX and was delivered to an individual on XX/XX/20 at XXXX XXXX. The money orders were issued as follows for XX/XX/20 payment. M/O # XXXX - {$900.00} and was cashed by Shellpoint on XX/XX/20 M/O # XXXX - {$900.00} and was cashed by Shellpoint on XX/XX/20 M/O # XXXX - {$340.00} and was cashed by Shellpoint on XX/XX/20 I responded to their letter dated XX/XX/20 via USPS certified mail tracking number XXXX and Shellpoint has refused to investigate or respond back to my letter disputing their assertion that my XX/XX/20 payment was not received.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We believe we are entitled to a refund due to being overcharged through the improper interest rate, starting on XX/XX/XXXX. In the Rate Improvement Addendum to the Note our original interest rate of 5.5 % had an automatic reduction to 5.125 % interest rate starting on XX/XX/XXXX. We believe all the conditions to the rate reduction have been met, and automatic reduction should have started on XX/XX/XXXX. By our calculations, we overpaid on our mortgage by {$1100.00}. We hope they can re-calculate the amount we are owed from XX/XX/XXXX when our rate was not automatically dropped from 5.5 % to 5.125 %, make the necessary adjustment, and process the refund. Our total loan payoff amount as of XX/XX/XXXX is {$1100.00} and we would like to reconcile the account with the amount owed to us ( {$1100.00} ). We made several attempts ( 4 ) to mitigate the issue through NewRez customer service phone number, making the request to review the mortgage contract, notes and addendum and look into the issue of Automatic Rate Reduction not being processed. After following up on our complaint and a request for review of the automatic date drop with their research department we made on XX/XX/XXXX ( request was made with XXXX XXXX ) ; we were told that someone in their customer service made a mistake when filing the request. We made another request for the review and a complaint on XX/XX/XXXX ( with XXXX and her supervisor XXXX XXXX who now expedited our request. When I followed up on XX/XX/XXXX ( XXXX XXXX ) I was told, again, that the customer service made a mistake when filing the request. At this point we made the request again for the research department to check on the mistake, and filed a complaint. After failed attempts to get resolution through customer service phone number, we decided to send a qualified written notice of error to NewRez. We sent this letter by certified mail on XXXX.
Company Response:
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My lender is not giving me any Loss Mitigation options. Instead, what they want me to do is to pay the full amount that I am behind to bring my account back to current status. Now, my house is on active foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27889
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I made a one time payment for the mortgage payment due online. On XX/XX/XXXX XXXX also made a recurring payment of {$100.00} to go to escrow. There was an option to choose for the payment to go to escrow. The following morning I received a text message ( see attached ) that stated " We have received your request to modify your existing recurring payments. For details, visit ... ''. I did not sign into my mortgage account website to request to modify the recurring payment. I also received an email ( see attached ). After receiving the email, I then logged into the platform to find that an additional {$2500.00} had been added to my recurring payment. I did not add this nor did I initiate or authorize any modification or addition to the recurring payment I set up on XX/XX/XXXX. After discovering the addition of {$2500.00}, I cancelled the recurring payment. Why are my recurring payments being altered by your company? Why are there so many software bugs THAT ARE AFFECTING MY MONEY?
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Your software is automatically deleting my number from my profile and removing me from receiving text messages. Why does this continually keep happening? I log in and find my phone numbers have been deleted after I receive the attached text message stating that I am " opted out and will no longer receive messages from Your Mortgage Servicing Company Online Alerts. '' I did not prompt to unsubscribe from messages. Why is your software deleting my numbers and removing me automatically? I have to log in after receiving these messages, whereupon I find that my number has been deleted from My Profile > Notifications. Why is my number being deleted without my authorization?
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My escrow account is reflecting a lower amount on the customer facing website/software that I log into than what the representatives see on their side. My view states the escrow is at {$120.00}. However representatives on the phone are stating that it contains {$1200.00}. Which is it? Why is your customer software reflecting a different amount?
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A