Date Received: 2023-12-03
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: NewRez LLC has sent us two notices stating that they have not received a copy of the proof of insurance provided by our HOA. However, we have sent this to them repeatedly via online portal, mail, and fax. They still refuse to acknowledge the receipt of this proof of insurance and will now open an insurance account in our name and charge it to our escrow account. We have consistently attempted to reach them via their customer phone line, but no one ever answers the phone during business hours. Initially, we submitted proof of insurance via mail in XXXX. We also submitted proof of insurance via their online portal in XXXX of XXXX. We then received a second notice in XXXX of XXXX, so we attempted to submit a copy of the updated proof of insurance on XX/XX/2023 via their online portal at https : XXXX as given on their notice. This link did not work, and it still does not work as of today, XX/XX/2023. So, on XX/XX/2023, we faxed a copy of the insurance policy to the phone number they provided, XXXX. This fax was successfully sent from phone number XXXX on XX/XX/2023 by the fax company XXXX. Despite this, on XX/XX/2023, we were sent a notice by mail that an insurance account would be taken out in our name and billed to our mortgage 's escrow account, effective a prior date of XX/XX/2023. This insurance account has an annual premium of {$760.00}, an amount that we did not agree to. We have repeatedly attempted to contact them and sent this proof via every avenue provided, yet they have failed to acknowledge receipt of our proof or answer or respond to our phone calls, mailings, or faxes. NewRez LLC 's online portal has not worked or been maintained, and they are actively engaging in a form of consumer fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29154
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX property tax will be due within a week. The due date is XX/XX/2023. My current mortgage is with Newrez and I have an escrow account with them. The balance for this escrow account is XXXX. I am very concerned about their escrow account. Their online reviews are very poor. They have a very bad reputation and they have a history for being late for paying propoerty taxes for their customers. I reached out to customer service On Friday, XX/XX/XXXX and Saturday XX/XX/2023. They stated that they would " open an case '' to " investigate the situation ''. They were unble to tell me how long this case will get resolved, or when they would pay for property tax. One of them even told me that I need to call back to check progress of the case. It sounds like I have to spend my own time to actively monitor their activities, or they will not take any action. They forced their customers to open an escrow account, we make monthly payment to feed this escroew account, and they don't even want to pay for property tax unless we keep pushing them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In XXXX, my loan was transferred from NewRez to Shellpoint. I was not aware that my loan had been transferred until I attempted to make a payment and obtain an insurance check that I had forwarded to New Rez from XXXX in XXXX. The insurance check was from an insurance claim resulting in New Rez sending XXXX XXXX XXXX to my home, as a part of their property preservation team, and they destroyed my home and stole items from my home in XX/XX/2023. Once the loan was transferred to XXXX XXXX, I continued to make my payments for the months of XXXX and XXXX but often was denied on the first tries and told that it was a legal issue pending and they could not discuss the legal issue with me, but later would agree to take the payments after speaking to one of their supervisors. When I called in to make my XXXX payment, I was told the same thing but this time, I was told that the loan was in the final modification stages and not to make a payment because it may affect the payment arrangements of the modification. I contacted the loss mitigation department but did not receive a return phone call. In XXXX, I looked online and saw there were two reported correspondences that I never received via email. The two correspondences had the terms of the modification that I never received. I was told that once the modification was finalized, Shellpoint would arrange for a notary. When I called on XX/XX/XXXX to inform them that I wanted to follow through with the modification but had not received the documents by postal services, no one returned my phone call. As a result, I called again on XX/XX/2023 and was questioned as to whether or not I was an attorney or did I have attorney, I informed them that I was not an attorney and that I had not obtained an attorney. The representative assigned to me, XXXX XXXX, informed me that he would have it all straighten out and would call me on XX/XX/2023 ( today ). Prior to this, I received a phone call from an attorney form NewRez on XX/XX/2023 regarding my insurance payments but have not spoken to her, at this time. My concern is that I am been in conflict with both companies since XXXX, when the incident occurred with XXXX, without any resolution, and concerned that I may be victimized again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 71201
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: *Failure to Respond Promptly to Forbearance Requests ( XX/XX/XXXX ) : NewRez did not respond promptly to forbearance requests initiated in XX/XX/XXXX, potentially violating the requirement for servicers to acknowledge and respond to borrower requests for assistance promptly. *Negative Reporting During Forbearance Periods : Account reporting as 30 days past due in XX/XX/XXXX, 60 days past due in XX/XX/XXXX, 30 days past due in XX/XX/XXXX, 30 days past due in XX/XX/XXXX, 60 days past due in XX/XX/XXXX, and 90 days past due in XX/XX/XXXX may be a violation. The CFPB guidelines emphasize that during an active forbearance, servicers should not report the account as delinquent. *Failure to Allow Payments, Unwarranted Negative Reporting, and Lack of Communication on Payment Resumption ( XX/XX/XXXX - XX/XX/XXXX ) : NewRez did not allow payments and reported the account as 30 days past due in XX/XX/XXXX, 30 days past due inXX/XX/XXXX, 60 days past due in XX/XX/XXXX, and 90 days past due in XX/XX/XXXX. This potential violation is compounded by the absence of clear communication on how to resume payments after forbearance, leaving borrowers without proper guidance. Servicer did contact the borrower no later than 30 days before the end of the forbearance period, with clear guidance on how to resume payments, and options for additional COVID assistance. Servicer did not exercise reasonable diligence to complete the application before the end of the forbearance program period. *Unavailability of Online Payments and Lack of Communication on Payment Process ( Throughout the Timeline ) : NewRez knowingly and willfully did not allow online payments, as per their policy, potentially creating an undue burden on borrowers attempting to make timely payments. The absence of clear communication or guidance on resuming payments, especially after expressing interest in modification, further compounds the potential violation. Servicer did contact the borrower no later than 30 days before the end of the forbearance period, with clear guidance on how to resume payments, and options for additional COVID assistance. Servicer did not exercise reasonable diligence to complete the application before the end of the forbearance program period *Failure to Communicate Modification Process and Continued Reporting of Account as Past Due ( Throughout the Timeline ) : Even after expressing interest in modification, being in communication with the company, and providing documentation in compliance with their modification process, NewRez did not communicate a process for making payments. This lack of guidance, coupled with the refusal to allow online payments ( as per their policy ), potentially violates CFPB guidelines. Additionally, the continued reporting of the account as past due during the modification process further raises concerns about compliance. These potential violations collectively indicate a pattern of non-compliance with the CFPB 's COVID mortgage servicing rules, particularly in relation to clear communication, online payment accessibility, and adherence to modification processes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76065
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: XXXX XXXX, XXXX case # XXXX Foreclosed on property by fraud when they did not own mortgage and filing default. Complaint of Foreclosure was by XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX but Corrective Assigment dated XX/XX/XXXX and recorded OR XXXX : XXXX XXXX XXXX and XXXX ) corrects Assignee to Bank XXXX XXXX, XXXX. XXXX owned the mortgage not XXXX XXXX XXXX XXXX. Actually foreclosed on property including property not included in mortgage. The Motion for Default by Green Tree Servicing recorded XX/XX/XXXX uses date XX/XX/XXXX which was witnessed by court as accurate date. Green Tree Servicing LLC did not own mortgage, XXXX XXXX XXXX XXXX XXXX did as of XX/XX/XXXX. ( See Court Docket entry for XX/XX/XXXX Motion to Substitute Plaintiff Ditech Financial LLC XXXX XXXX Tree Serving XXXX XXXX XXXX XXXX XXXX Assigment dated XX/XX/XXXX. Numerous times XXXX included additional property in complaint that was not incumbered by mortgage. This complaint involves criminal theft of property not a part of mortgaged property, fraud, foreclosure abuse including embellishments of property value and condition by XXXX XXXX XXXX, Green Tree Servicing, Shellpoint Mortgage Servicing, and XXXX XXXX. This mortgage was included in the XXXX XXXX Settlement involving XXXX XXXX XXXX and XXXX other banks and overseen by independent monitor, XXXX XXXX XXXX XXXX, North Carolina Commissioner of Banks as it was XXXX of the modification applications in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32043
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Newrez mortgage is sending me default notification because I am 1.5 payments behind. I applied for the XXXX relief in XXXX and didnt hear back until end of XXXX saying resource no longer available. The woman assigned to me doesnt call or calls weeks later.I CAN MAKE THE PAYMENTS but I need help getting caught up. They will only push late payments to end of loans is if minimum 3 payments. This doesnt make sense,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: Have been trying to get mortgage payoff from NewRez for over a month. 1. Tried the on-line pay off feature on website which gives an error code and indicates there is a system problem and to call. 2. Tried to call 4 times. On hold for over an hour with no pick up. 3. Tried the Chat Feature. They indicate that they can not help and I have to call. 4. Tried sending E Mail request XX/XX/23. Received response E Mail 2 weeks later. " Dear XXXX XXXX, We received your recent inquiry and are still working diligently to provide you with a written response. However, its taking a bit more time than we thought it would. We apologize for the inconvenience and we thank you for your patience. Sincerely, Newrez Loan Servicing 5. Finally spoke to manager today who said they have system problems and can not give a payoff number for at least another week. So they are taking money from consumers my refusing to process a requested payoff. I am XXXX XXXX XXXX and on fixed income.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My mom, them left Me some land and they had some loans on the land now that the mortgage has win IN XXXX closures. So they're trying to put the loan on my credit history that I did not XXXX XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I made my XX/XX/2023 payment on XX/XX/2023, at XXXX in the amount of {$1400.00}. I spoke with XXXX, at Shellpoint Mortgage, who confirmed my payment with a confirmation number of # XXXX. On XX/XX/23 at XXXX, I went online to confirm my payment was posted. It was not. I chatted online with Shellpoint Mortgage employee, XXXX. He stated there was no record of the payment. He didn't even see notes stating I spoke with XXXX the day before and made a payment. XX/XX/23 XXXX, I called and spoke to XXXX ( XXXX ) XXXX . She also couldn't see any record of my payment. She then blamed it on technical issues the company had been having since the day prior. She suggested I call Customer Service the next day as the payment should be posted on their site overnight. XX/XX/23 XXXX, I called Shellpoint again and spoke with XXXX XXXX . He states my account shows as being in the process of a loan modification. I wasn't doing a loan modification. I told him I made my XXXX mortgage payment and it was not showing on my account. I needed this to be applied. He stated he couldn't find any record of my payment being made. He then stated that he would send it to escalation and I would hear back in 3-5 days. I never heard back from Shellpoint nor did I receive any response from them via email or mail. XX/XX/23 XXXX, I called and spoke to Shellpoint Mortgage employee XXXX XXXX , ext XXXX. Left a voicemail to have her call me back. In my voice mail, I stated that I had made my XXXX mortgage payment on XX/XX/23 and needed help getting this applied to my account. While awaiting a response from XXXX, I called Shellpoint Mortgage on XX/XX/23 and spoke with XXXX XXXX. I told her I needed my payment to be applied to my account. She said I needed to send my bank statement showing the payment made. I couldn't send a statement because it hadn't been issued by the bank. I told her my XXXX payment cleared my bank on XX/XX/23. I was frustrated at this point feeling as if Shellpoint was giving me the runaround and nobody was able to locate my payment even with a confirmation number. XXXX then got upset with me and then the line went dead. I waited and waited not sure if she hung up on me. Finally I hung up because she was no longer on the line. XX/XX/2023 XXXX, I received an email from XXXX XXXX stating she received my voice mail regarding my payment made on XX/XX/2023. She confirmed no payment was showing on my account. No solution was provided. XX/XX/2023 XXXX I submitted a complaint through the Shellpoint Mortgage website stating the date and time I made the XXXX mortgage payment. I also attached a screenshot showing a cleared payment of {$1400.00} on XX/XX/2023. I have never received a response regarding this submitted complaint. XX/XX/23 XXXX, I called XXXX XXXX at Shellpoint Mortgage. I told her my payment was still not applied to my account and I was very frustrated and needed help resolving this. She stated she would followup with me by phone or email. I don't have record of any followup via phone, email or mail. XX/XX/23 XXXX I called and spoke with Shellpoint Mortgage employee XXXX XXXX . I threatened to report Shellpoint to the CFPB, FTC, CFA and to my attorney if this payment was not credited by TODAY. She then transferred to me to her supervisor, XXXX XXXX who holds the title of Team Lead. I explained that my payment needed to be applied to my account and I was getting no results. She put me on hold, listened to my conversation with XXXX on XX/XX/2023 and did some investigating. She stated that my payment had been applied to someone else 's account. I asked her if it was at the fault of XXXX and she agreed. She stated she would have this payment reapplied to my account and would reverse the late fees incurred. She also stated to check my account online Friday XX/XX/23 as I should see the payment correctly applied to my account. I checked online and it wasn't there. On XX/XX/23 XXXX I checked my account online and it still wasn't applied. I called Shellpoint and spoke with XXXX XXXX who was the team lead. He was curt and rude. He blamed XXXX XXXX for the payment not being applied correctly to my account. He stated he would have to get back with me after he listened to the phone call the day I made the XX/XX/2023 payment. I already felt discouraged and very depressed because of the runaround and no answers or solutions to this missing payment. I didn't trust he would get back with me as was the pattern shown by Shellpoint. he said it would be taken care of and corrected. He stated it would take 3-5 days. As a result of this, it has affected my credit score. I have never ever had a credit score in the 500 's. The longer Shellpoint Mortgage delays in posting my payment to show I'm current, the worse it is for m credit score. I am in desperate need of this payment being applied to my account as soon as possible. I have my XX/XX/2023 payment due soon and I can not trust Shellpoint Mortgage to apply it to my account. Please help me.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I hope this letter finds you well. I am writing to bring to your attention a matter concerning my mortgage account with this bank. During the COVID-19 pandemic, I experienced significant financial instability, which led me to seek assistance from the bank in adjusting my payment plan. Despite multiple attempts to contact the bank, I did not receive any response, rendering me unable to afford the high payments at the time. It was only after the COVID-19 pandemic had subsided that I received a response from the bank. Subsequently, we were able to establish a new payment plan, and since then, I have consistently made timely payments, with no further instances of late payments. However, I have noticed that the late payments incurred during the pandemic have not been removed from my credit report. I understand the importance of accurate credit reporting, and I believe that the presence of these late payments on my credit report does not accurately reflect my current financial situation and payment history. I kindly request your assistance in reviewing this matter and facilitating the removal of the late payments from my credit report, considering the extenuating circumstances surrounding the COVID-19 pandemic and the subsequent resolution with the bank.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A