Date Received: 2020-12-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Morgage company is a debt collector. It is not a regular Morgage severing. I am on forbearance plan, but the problem when its finished what I am going to do, how I am going to come up with payments, specially when they told me that if the escrow payment go negative, the payment will go up. I really need help with my payments and forgiveness for the defaults payments. I am a single mother with children, I got affected by the XXXX and my family. I lost my job and now I am working part time. I dont know what to do please help me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60101
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have/had a mortgage loan via NewRez LLC. I had a monthly automatic bank withdrawal for payments. I had a remaining balance as of XX/XX/2020 substantially less then my normal monthly payment. As of XX/XX/2020 I can no longer access my account information on line through the NewRez customer website. The account is identified as " inactive ''. NewRez made a withdrawal from my bank account of the total scheduled monthly payment, where I would expect a withdrawal of only the funds necessary to pay off the outstanding loan balance. Upon contacting NewRez via telephone, I was told that this is the way their systems operate and they could provide no further information as to the status of my loan or the process for returning the additional funds ( residual balance ) they withdrew from my bank account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80504
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez/Shellpoint Mortgage XXXX XXXX Compliance Dept Complaint Case # XXXX To whom it may concern : I submitted a complaint against NewRez LLC d/b/a Shellpoint Mortgage Servicing in XXXX of this year because Shellpoint persistently has falsely stated I owed hazard insurance coverage and thus late fees. Newrez responded to the complaint by admitting ( letter attached ) that I had hazards insurance and they falsey without caused purchased extra insurance. In this letter, NewRez also admitted that no overdue fees should be in my account. However, since the letter, my mortgage statement has a overdue payment of {$790.00}. There shouldnt be any overdue payment since the matter was rectified by them. This is in violations of the Real Estate Settlement Procedures Act and breach of contract or estoppel, in that NewRez incorrectly charging me mortgage fees and then failed to properly investigate and remedy the error. I tried calling customer service but only get rude and unprofessional agents who refuse to provide their full names. I do not owe any overdue fees. This issue has effected by credit rating and adding unnecessary stress. Im requesting that NewRez either fix the error or explain the fees. NewRez acknowledged the receipt of the notice of error but failed to remove the {$790.00} fee.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage company and servicer (XX/XX/XXXX/Shellpoint ) continues to send me letters threatening foreclosure, that my loan is in default, demanding profit/Loss and Dodd-Frank paperwork, placing me under Loss Mitigation status despite my being protected by Covid-19 hardship mortgage relief since XXXX ( CFPB case # XXXX ). XX/XX/XXXX/NewRez switched me to another mortgage servicer on XX/XX/XXXX, just Prior to my requesting an additional 180-day extension as provided by the CARES Act. Despite my sending multiple requests for extension via email XXXX XX/XX/XXXX and XX/XX/XXXX ) and fax ( sent XX/XX/XXXX ), the threats continued as they pretended to not receive them because I didnt use their online portal which binds you to their limited repayment options. After receiving foreclosure threat viaXX/XX/XXXX I called and spoke to an agent who confirmed my Covid relief had been extended through XXXX and to call back then. Yet the threats continue ; they say I must keep in contact while under Loss Mitigaton, yet when I call they have no agents available because of Covid. So they have ramifications from Covid but their customers dont? NewRez also erroneously claimed ( in a letter dating XX/XX/XXXX ccing CFPB ) that my mortgage is not federally backed and not eligible for relief under the Cares Act.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my mortgage loan has been sold or transferred to another company. during this process it appears that they somehow lost an escrow payment. I have had this loan open for over 6 years and never missed a payment. I escrow monthly for my property taxes. I received a letter telling me that I am {$2500.00} short in my escrow account and either have to pay my mortgage servicer {$2500.00} now or they raise my payment to cover this difference. I did not have {$2500.00} to cover this shortage and there SHOULD NOT BE A SHORTAGE since I pay my mortgage and never missed a payment. I called the escrow department, showed them proof that mortgage payment was never missed, the escrow department acknowledged this fact, yet they stated I still needed to continue to pay an extra {$200.00} per month that I can not afford or they will not accept my payment, essentially forcing me into default if I do not comply with their demand. I asked for them to put my escrow on hold while they investigate, they refused and told me if I want to stop escrowing for taxes I would need to login on their site and make a request. They told me it would take over 1-3 months to do an analysis and figure out where they lost my money to pay my property taxes and while they try to figure this out, I am forced to pay an additional {$200.00} per month or go into default if I can not afford it. I am XXXX years old, I live on social security and I am now forced to not pay other bills in order to maintain my current status on my mortgage. This is an absolutely egregious error on their part, they listen, they agree I'm right, but because they can not figure out why they lost a payment due to a transfer of servicing, they are putting the onus on me to pay for their incompetence and mistakes.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Communication after the initial phone call was non-existent. It has taken 6 months to complete a refi from an existing loan with their company. They finally funded today and yet they have failed to pay credit cards as provided in the underwriting. Please find below a whole list of complaints regarding this company. XXXX XXXX XX/XX/2020 at XXXX XXXX - Its a shame you dont mention their complete inability to credit payments properly, even while following their procedures. Since being purchased from Ditech, I have a call history of several times a WEEK to get my money applied correctly. I pay them. I fulfill my end of the bargain. The least this company could do is put the money where it is directed. I realize this isnt a rating article, but I am here to tell you their XXXX ratings are justified. XXXX XX/XX/2020 at XXXX XXXX - Just posting my personal experience with a refinance. They have been terrible to work with. The process has taken almost 5 months so far and no end in sight. They are very unresponsive, they sent my personal financial documents through unsecure email. They ask for documents that I have already sent or that are not related to me or my business. Do yourself a favor and go with someone else. XXXX XX/XX/2020 at XXXX XXXX - This Company is a Complete Joke.. Mince they acquired my loan from Ditech, it has been a joke Calling to get payments posted and speaking of calling them, you had better plan on about 2-3 hours because their entire system is automated, IT IS IMPOSSIBLE to get a human being. I requested over a month ago to simply add my wifes name to the loan and home in the event something happened to me, not only did I receive two e-mails telling me they were to busy to address my needs, they put you on hold for hours to get a voice mail box to leave a message for them that never gets returned Not to mention that they charge you {$10.00} for an online payment in addition to you normal mortgage payment. if you want to attempt to use their phone automated pay system, they charge you {$12.00} This Company is the biggest joke, Ive ever been involved with in my 30+ years of owning a home Trust me, RUN AS FAST AS YOU CAN AWAY FROM THIS COMPANY They are 110 % incompetent of handling a mortgage or anything involved with it The reason they are a top 20 Mortgage Loan Company and their revenues are going up is do to ALL THE LOANS theyve acquired and the monthly service charges they charge you to simply make your mortgage payment online.. AGAIN RUN AS FAR AWAY FROM THIS COMPANY AS POSSIBLE. NewREZ/XXXX is a JOKE!!! XXXX XXXX XX/XX/2020 at XXXX XXXX - Worst mortgage company every. They took over my loan from XXXX after 12 years and within a few months screwed up the escrow and didnt pay my home owners insurance! WOW! Trying to get help on their site and talk to a person is very difficult requiring going thru multiple phone trees. Finally, they dont accept automatic payment from my bank without a fee. All in all the worst mortgage company experience I have ever had. XXXX XX/XX/2020 at XXXX XXXX - Bad customer service CANT reach loan officer. Started refinance process. Turned in all paperwork, missed 5 closings. Still waiting! Losing money. Cumbersome customer service. Bad deal! How did they reach XXXX XXXX in sales? Ask your States Attorney Office. XXXX XXXX XX/XX/2020 at XXXX XXXX - Terrible customer service. Ive been dealing with a refinance since XXXX. Tomorrow is XXXX, and I am no closer to closing than I was in XXXX. No loan officer answers the phone and every voicemail is full. Customer service is a joke. They just transfer me to different people, and I am bounced around like a ball. Very disappointed and aggravated and am moving my mortgage asap. Do NOT recommend New Rez at all. XXXX XX/XX/2020 at XXXX XXXX - Just had an awesome experience! And Im really glad because I was very nervous.. XXXX XX/XX/2020 at XXXX XXXX - DO NOT USE NEWREZ.biggest mistake I have made. Been trying to refi. Since XXXX it is now XXXX still waiting. They keep transferring me to new loan processors. I have sent the same paperwork in multiple times. Cant reach anyone by phone. My loan was approved 2 months ago still waiting. This company is a joke go somewhere else. XXXX XXXX XX/XX/2020 at XXXX XXXX - New Rez is the worst mortgage company!! My loan was with Ditech and it was sold to New Rez. New Rez called and offered to refi my loan at a lower interest rate. The Loan Officer XXXX told me it would be easy no hassle. He also said no need for another appraisal since the loan was only 1 year old and we were not taking any additional money out! HA 5 months later they are asking for docs they already have. The Loan Processor can not see the docs I upload to their secure site. The absolutely worst lender I have ever worked with! Save yourself the frustration and find another lender!! XXXX XX/XX/2020 at XXXX XXXX - NewRez/Shellpoint acquired our mortgage from XXXX. First payment to NewRez was in XX/XX/2020, which we set up via the NewRez website for automatic payments on the first of every month. All went well until XX/XX/2020. They never took the payment that was supposed to be taken from our checking account! We didnt notice until we got a call on XX/XX/2020 from some strange number saying they were NewRez, didnt speak to them as we didnt recognize the number. Looked at our account online via their website and low and behold the XXXX payment hadnt been automatically obtained! Got on the phone with NewRez customer service immediately to find out what was going on and was told it was some kind of glitch. Mind you, payments having been transferring for payment perfectly since XX/XX/2020! There is plenty of money in the checking account for this! I spoke with two different persons on XX/XX/2020, with the second person taking the payment over the phone with the statement from her that there will be no late charge, no fee and it would be ACH. It is now XX/XX/2020 and on their web page it is showing me that it is an unapplied payment! What the heck, this is the XX/XX/XXXX payment and should have been applied as such IMMEDIATELY on XX/XX/2020. So we get on the phone again with them today XX/XX/2020 and ask whats going on? Was told that she would immediately request it be applied to the XXXX payment and you are not late I contacted our bank right after speaking with NewRez on XX/XX/2020 and the bank said no attempt at payment had been requested by NewRez/Shellpoint, they ( the bank ) are not stopping any payment and we have plenty of money to cover 4 years of payments! We have less than 1 year left on this 1st mortgage and are seriously considering going to the state attorney generals office, the better business bureau, hiring an attorney and paying this off now. Our online account with NewRez shows the next payment to be auto-paid is scheduled for XX/XX/XXXX, but if we attempt to look at the scheduled automatic payments, it tells us we cant because the account is past due. This is so wrong on many levels! We have NEVER been late in 29 years with our mortgage payment and we have a perfect credit score over 850! Are they now going to XXXX our credit score? STAY AWAY FROM THEM! XXXX XXXX XX/XX/2020 at XXXX XXXX - Hi we attempted refinance with a VA mortgage with NewRez but the loan officer is not very forthcoming. Process started XXXX XXXX with E-signing papers then he said he needed one more item ( Soc.Security Letter re income ) we sent on XX/XX/XXXX. Then we waited then we emailed him XXXX XXXX to get update, no response. The computer showed in underwriting ; then we emailed him and he said things were going along should be hearing in two weeks three weeks went by then all of sudden the computer log in said our account was inactive then we called and called ; finally went to customer service then a week later we heard from loan office who apologized with a family issue then he said he did not get the SS info and I forwarded him the email with the SS info and then he tried to outspeak me saying yes but he needed the letter and then said oh, oh here it is okay. So, now he had restarted a whole new loan different no. we now have just received a new welcome letter from the title company ( we had already sent them the required information with the first loan application ) and the letter had the wrong street address. I think we are going to pull out of this with NewRez but no way to treat a Veteran. What do you think? XXXX XXXX XX/XX/2020 at XXXX XXXX - The worst company I have ever dealt with in my 35 years of dealing with mortgage companiesapplied for a refi on XX/XX/2020 with an XXXX credit score, 13 % total debt to income and a 40 % LTV on the request. After submitting all requests, as of XX/XX/2020, still no answer. I have 3 managers phone and emailstheir voicemail boxes are full and they will not return emails after 5 attempts. Loan officer does not know his job or understand mortgages and will not return call.stay as far away from them as possible. XXXX XXXX XX/XX/2020 at XXXX XXXX - Absolutely hands down the WORST company I have ever dealt with. They are XXXX, XXXX and possibly corrupt. They have held up endorsing a check to my re-roofer for a month and still have not released it. They tell me a XXXX story about their XXXX business woes. They have less than the amount of people needed employed, the hurricane, the this, the that and the other. Infinite excuses for holding my money XXXX in something they should be absolutely no part of. I will NEVER do business with this company again and have been motivated to rapidly refi to eliminate all ties to them. I only have to put up with their shenanigans because they bought my mortgage. I hope by refinancing, I cause them loses and pain. Total XXXX company. Stay clear!!! XXXX XXXX XX/XX/2020 at XXXX XXXX - We have owned 7 homes in 35 years and have NEVER made a late payment. We still havent. But apparently, XXXX bought out my ditech loan, sent us a new Payment address but not a new number. then about a year later our payments are disappearing. Apparently they gave us a new loan no without bothering to tell us. So our payments went to another loan number ( our old one ). This is what these ppl do! They buy mortgages than service them! But XXXX doesnt apparently have the competence to record payments. 7 calls, 6 emails, 5 weeks, our credit is ruined and they keep putting the requests in and nothing happens!!! What is wrong with these people! Its like a XXXX episode. Mark my words. Stop dealing with them. They will do whatever is in their power to make you miserable! XXXX XXXX XXXX XX/XX/2020 at XXXX XXXX - They are terrible to deal with. I started a refi in XXXX, still not settled. They took a double payment out of my account and I finally got a response 3 weeks later! You cant speak to anyone. I definitely regret dealing with NewRez XXXX XXXX XX/XX/2020 at XXXX XXXX - Congress needs to investigate this company as they did XXXX XXXX. Congressional Class Action Lawsuit against this company their Escrow charges and late fees payment that had never occurred on your Mortgage Statement.
Company Response:
State: TX
Zip: 77092
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My insurance has been cancelled for my home as of XXXX XXXX. It is supposed to be paid by escrow. It was originally due XX/XX/2020. I have spoken with and have sent muliple emials to escrow. My insurance company has spoken with them. Escrow tells me that they need the correct policy information, but they will not tell me what it is. They say they have told XXXX, but after speaking with XXXX, they in fact do not know. They refuse to tell anybody what it is that they need. {$490.00} is currently owed. {$480.00} for the insurance and {$10.00} for the late fee. I have paid all of my mortgage payments with this company and they are up to date. I have provided them with a copy of my marriage license because my maiden name is still on the loan, I have provided them with a copy of the letter stating the XXXX address change, and I informed them by phone that there is a new policy number due to the fact that this property is now a rental. We moved into a home we inherited and my stepchild moved into the property in question.. This same situation happened last year and my insurance didn't end up getting paid until XXXX of this year for last year. I sent my marriage license over when the last invoice was due. It was supposed to be taken care of then. Here we are again. I can't get through to anybody who is willing to help me and they are refusing to pay my insurance with my money!
Company Response: Company believes the complaint is the result of a misunderstanding
State: PA
Zip: 15601
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I contact a Shellpoint Mortgage Company customer service representative on XX/XX/2020 and advised them that I wanted to end the forbearance. She gave me several options for my mortgage payments, and I chose the option to have the three months that the mortgages was in forbearance to have those payments deferred and placed on the back end of the mortgage. She stated she would update the system and that there was nothing else that I needed to do. I resumed paying my mortgage payments XX/XX/2020 and I have been paying my payments on time. I received noticed in XX/XX/2020 from Shellpoint stating that my mortgage was outstanding for three months. I contacted a XXXX XXXX who acknowledged that their records did indicated that I call on XX/XX/2020 to discuss ending the forbearance, but that the proper paper was not submitted by the representative. They acknowledged that this is paperwork that was supposed to be done on their end, and that I did take the proper steps to end the forbearance. She stated she will start the deferment agreement which I received an official letter on XX/XX/2020. I informed her that it is showing on my credit report that my mortgage was late for two months XXXX and XXXX and that my credit report dropped by XXXX points because of this. I also informed her that it clearly states in the forbearance letter that I will not be penalized with a late payment charge or with negative credit reporting if I miss a mortgage payment. She informed me to contact the business office, which I have done on numerous occasions. I have sent them all of the information including a copy of my credit report, and as of today, I have not heard from Shellpoint. I have attempted to dispute this through the credit agencies, and it continues to show my mortgage being late. My credit report continues to be negatively impacted by this erroneous report of late payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My currently mortgage loan was with Ditech financial an Ditech filled a foreclosure on my loan in XXXX saying I had missed 6 months of payments. I called my bank XXXX XXXX and the sent proof that I was making all the payments Ditech said ok well reimburse your money that you paid us for the mix up. Ditech filled bankruptcy at the end of XXXX, Shellpoint Mortgage took over my loan. XXXX I was still behind I sent Shellpoint all of my documents showing what I had paid. I started make payments to Shellpoint and its XX/XX/XXXX my payments have not been applied to my account as of yet Im still out of about {$3000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29646
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX of XXXX XXXX XXXX XXXX NC XXXX, ShellPoint Mortgage, account XXXX last four of SS XXXX On XX/XX/XXXX I received a notice of insurance lapse from ShellPoint ( no insurance lapse happened and I can prove that ). I had my XXXX agent fax proof of insurance. After that I received a second notice and a third notice, I contacted ShellPoint and they found proof of insurance. I thought that had been handled. I requested a pay off in 2nd week of XXXX. I received a XXXX charge for forced insurance, XXXX charge for inspection fee and a XXXX late fee. I was surprised since that had been handled. I found out last night my agent sent proof for XX/XX/XXXX until XX/XX/XXXX. I didn't prove I had insurance for XXXX and XXXX of XXXX. Which I was not contacted for proof of that time period since it was in XXXX and my insurance renewal runs from XXXX to XXXX. The XXXX inspection is fraudulent too, no one came out to my home. I'm always home and I have cameras. If it was a drive by picture why charge so excessively. I highly doubt anyone came out, I'd like to see these " photos ''!!! It's been a nightmare with ShellPoint, I'll make a payment and it does not credit to my account. I've had to email a screen shot of my billpay payment 3 times. Incompetents, lack of training or thievery? If I had made a money order payment and lost my receipts I'd be out of that money. I don't have extra money to make repeat payments! I'm not the only one having problems with ShellPoint Mortgage. Their reviews are 1 star. Please investigated this company!
Company Response: Company believes the complaint is the result of a misunderstanding
State: NC
Zip: 28147
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A