Date Received: 2020-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I mistakenly made a double payment of my mortgage payment ( in the amount of {$2500.00}. Upon making the mistake, I immediately called and asked if a refund could be processed. I was advised that a refund would be direct-deposited into my bank account with 48 hours. On XX/XX/XXXX, when the deposit didn't appear in my bank account I followed up with a call to verify the bank deposit had been initiated. I was, once again, assured that the money would be deposited. On XX/XX/XXXX, I followed up again and was told that the money had been deposited and supplied with a ACH reference number. Despite assurances that the money had been deposited, it had not. My issue was then referred ( for a second time ) to an internal " research '' team for investigation. On XX/XX/XXXX, I followed up again to see if the research team had discovered the problem. This time, the customer service representative gave me a different story. They claimed that the original refund had been sent as a check via the mail. They claimed they would put a " stop '' on the check and issue an immediate refund via direct deposit that would appear in 48 hours. On XX/XX/XXXX, I followed up again to ask about why the deposit still hasn't appeared in my bank account. On this occasion I was told that the research team still hadn't begun the research and that no further information was available. Multiple attempts to reach a supervisor or someone from the research team were greeted with hang-ups.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we contacted Shellpoint Mortgage Servicing and spoke with XXXX XXXX for the purpose of cancelling the ACH authorization of our monthly mortgage payment. He told us the cancellation would take effect as soon as he sent it to his supervisor. When asked if the cancellation would take effect the same day, XXXX confirmed he would send it as soon as we completed our call and would take effect immediately. As a result of closing a mortgage refinance with XXXX, on XX/XX/XXXX a payoff amount of {$46000.00} was sent to Shellpoint Mortgage Servicing as per the 10 day payout they provided. Also on XX/XX/XXXX Shellpoint withdrew funds from our checking account in violation of our ACH cancellation. On XX/XX/XXXX we contacted Shellpoint to request that the ACH funds taken be returned to our account. The customer service representative we spoke to stated they would have to look into it. XX/XX/XXXX we received an escrow account disclosure stating the escrow balance was XXXX On XX/XX/XXXX we contacted Shellpoint again to request that the ACH funds taken be returned to our checking account, and were told that for some reason the ACH was not cancelled, but they would try to accelerate the return of our payment. After several phone calls the issue was still not resolved. We explained to various customer service representatives that all we needed Shellpoint to do was reverse the ACH transaction. This went on for several weeks without resolution, so on XX/XX/XXXX we contacted XXXX and filed a request to investigate the ACH payment and to request the reversal of the ACH payment. XXXX investigated, and determined that reversal of the ACH transaction was warranted. We believe the reversal was transacted on XX/XX/XXXX. On XX/XX/XXXX Shellpoint deposited {$1400.00} into our checking account which we believed to be the resolution of the mortgage, but did not include the ACH issue. On XX/XX/XXXX we received a letter from Shellpoint stating they were working on our request for information. On XX/XX/XXXX, Shellpoint had a conversation with the new mortgage holder stating the loan on the property was not closed due to the ACH reversal On XX/XX/XXXX we received a letter from Shellpoint stating that the loan was not closed and that we now owed them owed them {$1700.00} by XX/XX/XXXX. On XXXX we received a letter from Shellpoint stating that they are still working to gather our requested information. on XX/XX/XXXX we received a notice of default and intent to accelerate requesting {$1400.00}. Also on XX/XX/XXXX Shellpoint sent a letter informing us of our rights as outlined by HUD. This letter also states the principle balance of our loan is {$46000.00}, which was also the balance of the loan when XXXX sent the payoff to Shellpoint. On XX/XX/XXXX We received a letter which stated that the payoff funds of {$46000.00} was wired back to XXXX on XX/XX/XXXX. As of XX/XX/XXXX, XXXX has not received those funds. Other documents received from Shellpoint show that the funds are being placed in XXXX. The same letter also states the loan is delinquent back to XX/XX/XXXX. On XX/XX/XXXX, we were on the phone for nearly 3 hours on a conference call with Shellpoint 's loss mitigation department and Customer service supervisors, along with XXXX that has not resolved the issue to date. In closing, Shellpoint 's refusal to return the unauthorized ACH payment of XXXX in a timely manner resulted in a series of demands for additional funds that ranged from {$1400.00} to over {$2000.00} on XXXX XXXX it also resulted in a negative credit report as of Thursday XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48135
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX of this year I was contacted by New Rez Mortgage Company. The Loan Officer named XXXX XXXX was offering us a lower mortgage rate, and told us that we were considered as premium customers, because of our good standing with New Rez. We agreed, and started the process. It was going to be a streamline refinance. Since then, and still to this date, we have not closed. We have spoke with Management, and was told to be patient, and don't be late on any payments, which we have never been 1 day late. We have also been given the excuse of Covid 19, and that things are taking longer than normal.Well, 9 months later, and still waiting. We have reported this to the XXXX XXXX XXXX, but nothing was still done. A Manager called, and said that they received the complaint, and they were working on it, please be patient. We were scheduled to close today XXXX with a Notary and Title, and was told by our processor that it was canceled for unknown reasons. This was the last straw as a customer, and now I am seeking help with this matter.
Company Response:
State: AZ
Zip: 85302
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In my complaint # XXXX on XX/XX/XXXX, for Loan # XXXX ; I promised to provide proof that XXXX XXXX XXXX XXXX XXXX. the original Owner / Servicer for my Loan since XX/XX/XXXX ; changed the Original Interest Rate and the Terms on my Loan modification in XXXX from a 30 year 2 % fixed rate for the life of Loan. XXXX XXXX XXXX XXXX XXXX XXXX # XXXX negotiated by XXXX ; for monthly mortgage payments of $ XXXXmonth. At the time of my CFPB complaint ID # XXXX, I didnt have the documents with me to back up my claim but now I have found the agreement documents to back up my claim. Even Though XXXX XXXX XXXX XXXX XXXX. sold my Mortgage ; XXXX XXXX XXXX XXXX XXXX is still calling the shots after selling my Mortgage to ( XXXX XXXX XXXX. Address is XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX, VA XXXX ) and NewRez LLC dba Shell-Point Mortgage Servicing. After XXXX XXXX XXXX Bank XXXX. responded to my complaint with the CFPB, on XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX. and NewRez LLC dba Shell-Point Mortgage Servicing foreclosed on my home while I was making my scheduled 3 Trial Payments for a Loan Modification. During the Loan Modification process, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing refused to use the Budget provided by a Professional Housing Counselor / Advocate from the XXXX XXXX to prepare my Loan Modification thereby that would have been {$740.00} dollars every month or at least leave it at the {$950.00} dollars I was already paying. Because the XXXX budget was not used, it caused my monthly mortgage payments to increase from the {$740.00} dollars to {$1200.00} thereby causing extreme hardship for me. I was not given the 2 % interest rate rather a 3.75 %, not a fixed rate but a variable interest rate by XXXX XXXX XXXX XXXX XXXX. ; XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing. I have not made any late payments since my Loan Modification was completed ; I have been subjected into paying different mortgage amounts every other month. My payments have been from {$1200.00} to {$1200.00} to {$1200.00} to {$1200.00} now to {$1200.00} / month starting XX/XX/XXXX. There is a Global Pandemic and Interest Rates are very low i.e. 2 % or 2.5 % at the highest. NO ONE IS ANSWERING MY QUESTION WHICH IS WHY DID MY LOAN GO FROM a 2 % 30 YEAR FIXED LOAN/RATE TO VARIABLE I am not accepting changes to my loan from fixed to variable I want my Loan back to a fixed loan and at 2 % interest rate. I am only complying by making these payments just to have a roof over my head. They keep piling up on my loan balance, My American dream has been turned into my worst nightmare. XXXX XXXX XXXX XXXX XXXX. ; XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing instructed their foreclosure attorneys to leave my property on the foreclosure list even after all 3 trial payments were completed and also after the Loan Modification process was completed. The final Loan Modification Agreement was not provided to me even when I kept requesting for it. Finally it was sent after 70 days in late XXXX XXXX but I was not given time to review Before signing the Loan Modification Agreement in early XX/XX/XXXX, I sent an emailed to NewRez LLC dba Shell-Point Mortgage Servicing on XX/XX/XXXX, regarding all the concerns and questions I had regarding the Terms, Interest Rate and the monthly mortgage amount. I informed Shell-Point Mortgage Servicing, that If I do not hear or receive the Loan Modification documents, that I will make the 4th payment for XX/XX/XXXX and the 5th payment for XX/XX/XXXX in the same amount for {$1200.00} / month. In XX/XX/XXXX after I completed the 3rd and the last Trial Payment and before the final Loan modification was being processed ; listed below were my concerns, I never received answers to my questions. ( 1 ) Why did my Loan change from a 30 year fixed Rate Loan to an Adjustable Loan? In XXXX, it was modified at 2 % fixed Interest Rate by XXXX, It should still be a 2 % Interest Rate and now its 3.75 % Interest Rate? ( 2 ) Why is the monthly mortgage payment still so high? Due to the Covid-19 Pandemic, I lost my employment and have notified XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing that I can not afford to pay this amount ; to please reduce this amount to make it more affordable for me to pay. ( 3 ) Is there a Penalty for Early Payoff? ( 4 ) What is the Penalty for Refinancing? ( 5 ) Is the Interest Rate fixed or adjustable? ( 6 ) Is this a fixed APR. ( 7 ) Now that my Loan has been Modified, I have satisfied and met all the Modification requirements by making all 3 Trial payments in the amount of {$1200.00} / month from XXXX - XX/XX/XXXX ; now I have lost my job due to the Global Covid-19 Pandemic. Where do we go from here? ( 8 ) What Assistance is NewRez LLC dba Shell-Point Mortgage servicing providing to Home Owners who have lost their Jobs Due to the Global Covid-19 Pandemic? ( 9 ) What happened to the 1st 3 Trial Payments of {$1100.00} I made in XXXX, XXXX and XX/XX/XXXX ; a total of {$3.00}, XXXX to XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing? My account was never credited with these amounts. I have not received any explanation as to what happened or where the money went. My Loan Modification was completed in XX/XX/XXXX, on XX/XX/XXXX ; I received another Loan Modification Agreement from XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing advising of more changes and additional charges to the Principal Balance on a Loan Modification that was already completed and finalized in early XX/XX/XXXX. I have also received another notification from XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing that the Interest Rate will adjust to a 4 % Interest Rate. I am struggling and experiencing extreme hardship due to the Global Covid-19 Pandemic. Because of my complaint with the CFPB against XXXX XXXX XXXX XXXX XXXX. regarding the 2nd loan that I was promised by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX had a XXXX balance in XX/XX/XXXX ; XXXX XXXX XXXX XXXX XXXX wrote off the account and still have not sent me any notification to inform me that the account has a XXXX balance. I am still receiving collection calls from XXXX XXXX XXXX XXXX XXXX. for payments on the account that had been written off as I was promised. XXXX XXXX XXXX XXXX XXXX turned around and sent my information to all the 3Credit reporting Agencies / Bureaus. Because of this action, I am having difficulties getting hired by employers. In XX/XX/XXXX, there was a double payment made by me and by XXXX XXXX XXXX XXXX XXXX. in the sum of {$2000.00} dollars X XXXX to XXXX XXXX XXXX Company for the Home Owners Insurance. My check was processed by XXXX XXXX XXXX XXXX XXXX. but failed to reimburse me or account for my {$2000.00} dollars when XXXX XXXX returned my check back to XXXX XXXX XXXX XXXX XXXX I will be very grateful for your intervention / assistance in this matter and look very forward to a successful resolution in this very important matter. Thank you. Sincerely, XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77489
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear CFPB, I am having on going issues with my mortgage company NewRez. The issue is them not paying my Wisconsin Property Taxes on time or dispersing funds to me when requested to pay my property taxes. This happened last year as well, when the Mortgage exchanged hands from XXXX to NewRez. Please help, I am a XXXX XXXX XXXX Veteran XXXX. Thank you and have a safe day. Mr. XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 548XX
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I went to jail XX/XX/2017 while inconserated I wrote them and call to make payment I was behind only 2 months by time I got in touch with them they failed to except payment said they can't take payments after 3months but it was only 2months then forced me in to modify my loan which wasn't my fault it went from over XXXX XXXX to XXXX I sold house and they say I still owe I don't understand how nor did I plus I was paying them up until I sold and they cashed a check that they received
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am being charged for insurance that I have and have submitted documentation which they told m they received and are charging me late fees for not paying for insurance they purchased for me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband a refinance a mortgage with New Rez. We never received a copy of the documents we sign. We ask for a copy at closing. We spoken to the company twice and during these conversations asked for the documents as well. I am not on the mortgage but on the title of the house. I can be reached at XXXX
Company Response:
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filled my first complaint in XXXX XX/XX/2020 ( complaint number XXXX ) after having painful 6 months dealing with NEWREZ over their non payment of my property taxes even after multiple reminders. NEWREZ closed my complaint, acknowledging in writing ( letter dated XXXX XX/XX/2020 ) that indeed they made mistakes and promised me that overcharges {$2500.00} will be used towards my property taxes due on XXXX XX/XX/2020. However, this is where all the lies and misinformation from NEWREZ started again. I called NEWREZ multiple times ( I have all call logs to show and all calls were recorded ) to confirm what was written in their response letter and sadly none of the customer care representatives knew about the written response. All of them told me the money would be " returned to me '' after a tax enquiry is completed in minimum 2wks or maximum 4wks ( from mid XXXX - when I started following up on my case again ). I kept calling every week spending more than 1 hour on each call, having to explain my 8 months ordeal every time from start to each new customer rep ( this also shows how pathetic NEWREZ systems are, none of the customer care rep had any clue about all the challenges with my account ). Anyways each week I was given a different answer, On a call in early XXXX, i was informed that tax query will be closed by XX/XX/XXXX and I will get my refund but again to my utmost surprise, when I called on XX/XX/XXXX the customer care rep told me that She can not tell me how much time tax enquiry will take and the previous rep misinformed me. She said the tax enquiry can take upto 60 days and she can not help me anymore, I just need to wait. I asked to get this information in writing for records but she said they dont have any such system in place ( NEWREZ expects its customer to keep calling and keep writing emails but they dont have any system of writing back to the customer - again demonstrating how pathetic their customer care/communication systems are ). All this while I have written numerous emails to them as well, obviously with no response, other than a standard auto generated email stating my email was received and will be responded to ( a response that never came ). Frustrated with all this I decided to refinance and move away from NEWREZ. My loan with NEWREZ was closed on XX/XX/XXXX and even then ( more than 60 days after my complaints ) I had still not received my money back. I then hoped that since NEWREZ has to close my escrow within 30 days of my loan account closure that they will finally close my tax enquiry and pay me back my money. But as always when i didnt receive my money even in XXXX first week, I called NEWREZ on XX/XX/XXXX and asked on the status for multiple " task requests '' that were created due to my complaints. To my utmost surprise, all of them were still open with no action on any one of them. The customer care rep didnt know why there was no progress and told me she will raise another task and escalate ( same standard response i have been told 50 times before ), I asked her why she is creating new tasks for same complaint when previous ones are open. She then recommended a speak to a supervisor, the supervisor also was clueless and her only advice was for me to WAIT MORE. I have already waited for more than 6 months, i have spent hours of my precious time calling NEWREZ not to forget several written communications to them and NEWREZ wants me to wait even more, with no commitment on completion date. On top of this they keep building more lies, I was told NEWREZ is waiting for a cheque back from my borough and when i called my borough they made it clear that they dont have anything to send back to NEWREZ. I write this complaint with some hope that i can get my escrow amount back which is close to {$3000.00}. Lack of proper systems at NEWREZ is appalling, none of their representative are trained to look at customer history, their is no co-ordination between their departments, there is no process or mechanism for communication back to consumer, they have no system to flag overdue tasks ( it seems they just keep them open ) and they have no system for accept feedback and act on it. I can not imagine how many more consumers have had to experience through such horrid customer service. This entire ordeal since XX/XX/2020 has caused immense anxiety and pain to me, my wife almost called XXXX looking at my state in one of the calls. As someone who keeps a close eye on his financials I have spent numerous hours in trying to resolve this with NEWREZ, I can not believe how an elderly person would be able to do all this. It in unimaginable as to how in 21st century, NEWREZ can operate like this. In times like current, {$3000.00} is a huge amount for me and I shouldnt need to beg/fight/cry/scream/shout to get my own money back. I really hope i get my money back ASAP.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2020-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint loan servicing took over loan # XXXX XX/XX/2020, and reported the loan 30 days delinquent as of XX/XX/2020 to XXXX Which violates the 60 day RESPA period. I disputed this with Shellpoint without resolution, then I disputed the report with XXXX without resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2020-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A