Date Received: 2020-11-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have been in the process of re-financing a loan with NewRez LLC since an initial application in XX/XX/2020. Numerous promises of immanent closing have been received beginning with the receipt of the Initial Disclosure Package dated XX/XX/2020. Because of the delay on closing from NewRez, the entire ( or portions thereof ) package of financial documents have needed updating several times, XX/XX/2020, XX/XX/2020, XX/XX/2020. There have been multiple inquiries from our end into the status of the process and most have not been responded to and when there is a response it is that the process is near an end. However, nothing other than requests for updated financial documents and more promises are received. We consider that there is easily ample financial backing to complete the process and see no reason for the continued delay. In addition considerable financial harm has been incurred because of excess interest paid on the current loan and loss of revenue from a premature sale of other investments. Total financial loss to date is approaching {$28000.00}. In summary : 1 ) NewRez has not made a timely credit decision. 2 ) NewRez has not provided any communication about any credit weaknesses that have caused the continued delay in processing or closing. 3 ) The delay by NewRez has caused financial harm due to the ongoing delays including added interest expense on the loan and lost income on investments. 4 ) Requests to have this situation resolved internally multiple times by email, mail and phone calls including requests to file formal internal complaints have all been ignored.
Company Response:
State: WY
Zip: 826XX
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm a victim of the XX/XX/XXXX derecho storm in Iowa. my House got severely Damage. I got the roof repair as soon as I could and got bill for it XX/XX/XXXX ( shingles got repair/change ). my insurance company send me check for what their estimated of the damage it is, the check is on my name and the NewRez LLC mortgage company. NewRez now in possession of the money refuse to give me my money back even after I send the bill. they are requesting more documents even after I offer pictures proving the job its being done. now the company send me a pass due bill ( my credit can get ruin/ I could face legal issues ). NewRez refuse to liberate my money or pay the company, they keep asking for documents. they cause my XXXX and XXXX issues sore ( I'm XXXX percent XXXX XXXX ) to the point I can't work. Who is going to pay for the days are not working because what the Bank its doing?. I being force to request credits and use my credit card ( who is going to pay for the cost of this ) all because they want to profit with the money the insurance give me? I feel they are taking advantage of a VA loan, and I feel they make the process unbearable to use the founds. all they need its to send a inspector or having me sign an affidavit. I'm vulnerable and they are taking advantage of my tragedies.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: IA
Zip: 52404
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with Ditech ( account # XXXX ) until I sold the home in XX/XX/XXXX, at which point the loan was paid off on XX/XX/XXXX. On XX/XX/XXXX, my insurance company, XXXX, sent Ditech a {$1900.00} check for the overage amount of my homeowner 's insurance which was to be credited to me by Ditech ( XXXX has sent proof of the check that was sent to Ditech, which I have included as an attachment ). XXXX also has proof that the check was cashed on XX/XX/XXXX. Ditech has filed for bankruptcy and is no longer in service, and has no working phone number. I have tried since XXXX to get in contact with someone at Ditech. I previously filed a complaint with the CFPB and someone from Ditech responded that " it is likely that the check was forwarded to and cashed by [ Shellpoint Mortgage Servicing ] ''. This is 100 % not true ; I have contacted Shellpoint as well as their partner company NewRez, and they both have proof that Ditech never transferred my case over ( which makes sense, as I did not have a case/account/active loan with Ditech for them to transfer it over as part of their bankruptcy ). Someone at Ditech stole my homeowner 's insurance credit check of nearly {$2000.00}, and it has 7 months and still no one has attempted to send me my money. Even more infuriatingly, there is no way of getting in contact with anyone at the now defunct company, and they lied in their last CFPB complaint response.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: IN
Zip: 47303
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I want to request a cease and desist order on shellpoint mortgage and XXXX, XXXX and XXXX for violations of the CARES ACT protections. Shellpoint Mortgage is my mortgage lender # XXXX I am in an active approved forbearance under the CARES ACT. XXXX, XXXX, and XXXX credit agencies are reporting various balance increases on my Shellpoint mortgage, removing the items and re-entering different balance increases. Each of these entries results in an increase in my XXXX score and a change in my debt to income ratio. This behavior is a direct violation of the CARES ACT of 2020. The result is my credit report says I am increasing an existing line of credit by {$12000.00} during a pandemic and while I am looking for employment. Shellpoint Mortgage suggested that I write a letter to the credit bureaus to correct the incorrect entries. The credit bureaus are non responsive and suggest I file an investigation which will allow Shellpoint Mortgage 30 days to remove any derogatory items from my report. Shellpoint responded that they are not making the entries. I am actively seeking work and my credit report is used as a reference to my character! This can not wait 30 days! I am asking for all credit bureaus to be forced to adhere to the CARES ACT provision of not reporting anything concerning a clients participation in the forbearance program. NOTE : They are not saying that I am 30 days or 60 days late they are saying that I am increasing my balance by the amount of the forberrance which has been input in the amounts of {$4200.00} and {$12000.00} which are substantial amounts of increases in a persons credit or debt and they are reducing my credit score as a result! I am trying to gain suitable employment and these acts are irectly impacting my ability to do so. This is what Congress intended to avoid with the stipulation that no negative credit reporting will occur if I was approved for this program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92585
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was with Ditch, and Ditech went bankrupt. The loan was acquired by Shellpoint Mortgage Servicing. Shellpoint continues to make errors in our account. Money is paid into our escrow account each month. Out of those funds, Shellpoint pays the bill for our home insurance and flood insurance. Then, Shellpoint sends us letters saying that we don't have such insurance, and the company is going to purchase a policy and add that amount to our loan, thereby increasing the amount we must pay each month. Also, the taxes on our property have been officially deferred in XXXX XXXX, TX. Shellpoint acknowledged that they received documentation to verify this deferral. In spite of this, Shellpoint sent a payment of {$14000.00} to the XXXX XXXX XXXX XXXX. Now, Shellpoint sent an escrow analysis saying we are short that amount in escrow, and they are going to increase our monthly mortgage payment by more than {$2000.00} per month. We continually have to spend time calling Shellpoint, sending faxes to the company, having our insurance agent re-send verification of our policies, etc., in order to have Shellplont correct its many errors. This has become harassment. It has negatively affected our lives ... financially and emotionally.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez XXXX XXXX XXXX XXXX, SC XXXX On XXXX I paid off a home loan. On XX/XX/2020 I received an escrow disclosure. For the last 7 weeks I have been trying to get my tax escrow refund from NewRez. I have called numerous times and talked to numerous people that work for NewRez. All of them have assured me that the refund monies in the escrow account would be sent to me. I contacted them on XX/XX/2020 and they told me the check was mailed on the XX/XX/XXXX. I called about a week later and told them I hadn't received the escrow check. NewRez told me to wait a few more days and call back if I didn't receive the check. I called on the XX/XX/2020 and they told me that they would wire transfer it to my banking account. I gave them all the information they need to do the transfer. I receive a call on XX/XX/2020 from NewRez saying that they transferred the funds to my banking account. The funds never showed up. I contacted NewRez on the XX/XX/2020 and they told me the transfer was on hold? I called the next day and they told me the escrow check had been mailed on XX/XX/2020. I also asked for some one to call me regarding this problem. I called today XX/XX/2020. And informed them that I have not received the check and no one has contacted me. Today XX/XX/2020 they told me they were going to wire transfer the money to my bank. Some one from NewRez would be contacting me. I need help!
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MN
Zip: 55123
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I fell behind a few months due to unexpected issues. I sent payment in XXXX and my check was returned. I have been trying g to make payments since XXXX and get a repayment plan. I have gotten the run around .my loan number is XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07036
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Complaint about XXXX XXXX XXXX XXXX. This complaint against new residential is a complaint about Mortgage back securities fraud. XXXX XXXX XXXX XXXX is publicly traded on the XXXX XXXX XXXX XXXX under the ticker NRZ. On XX/XX/XXXX I received a letter stating and ownership change. It stated ownership was transferred to an NRZ pass through XXXX XXXX c/o XXXX, and not in its individual capacity but solely as trustee of NRZ pass-through XXXX XXXX. It also states as of the date of this letter the transfer of ownership has not yet been publicly recorded. ( See exhibit B ) Notice of ownership change On XX/XX/XXXX there was a fraudulent assignment of mortgage with ( assigner ) XXXX XXXX XXXX XXXX America, as trustee for XXXX XXXX XXXX XXXX, mortgage asset back pass-through certificate series XXXX XXXX. ( Assignee ) XXXX not in its individual capacity, but solely as trustee of NRZ pass through XXXX XXXX. ( See Exhibit C ) Fraudulent unrecorded assignment. In XX/XX/XXXX I received a letter dated XX/XX/XXXX from XXXX XXXX. I requested XXXX XXXX to send me recorded assignments of documents from the state of Hawaii. XXXX XXXX never sent any recorded documents but sent me a letter stating our records indicate that XXXX XXXX XXXX XXXX not in its individual capacity but solely as trustee of NRZ pass through trust X are the current owners of the loan. ( See exhibit D ) Letter Stating ownership Now in XXXX I received a letter dated XX/XX/XXXX from Shellpoint mortgage servicing responding to the consumer financial protection bureau complaint received on XX/XX/XXXX regarding the subject property. It stated XXXX XXXX XXXX XXXX, not in its individual capacity but solely as trustee of the XXXX XXXX XXXX loan trust XXXX XXXX is the current owner of the loan. Shellpoint never sent me any recorded documents proving XXXX XXXX as owners of the note. XXXX XXXX XXXX XXXX needs to explain to the consumer protection financial bureau how these mortgage back securities can be traded or sold without legal title ownership nor recorded assignment of mortgage to the stated entities that claim ownership. It is a federal crime to transfer, create or sell mortgage back securities without a recorded assignment of mortgage to show ownership ( See exhibit A ) XXXX XXXX XXXX loan trust XXXX letter stating current ownership We are in the process of filing a complaint with the security and exchange commission for mortgage back securities fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to get this loan reviewed for a loan modification since XX/XX/2020. In a letter dated XX/XX/XXXX, Shellpoint informed me they required additional documentation to finish their evaluation, more specifically, a copy of their Uniform Borrower Assistance Form, a copy of most recent bank statements, Copy of Dodd-Frank Certification Form and, copy of most recent quarterly profit and loss statement. On XX/XX/2020 I submitted all of those documents to the mortgage company via the dashboard on website ( with email confirmation ) and via email. On XX/XX/20 they were submitted again via fax because ( also with fax confirmation ) because I was informed through email that For some odd reason our imaging system isnt uploading all the documents to her file. On XX/XX/20 Shellpoint informed me they are unable to complete the evaluation because they did not receive all of the required documentation and asked me to contact the office to discuss whats missing. On XX/XX/20 I contacted Mr. XXXX XXXX, my Loss Mitigation Specialist at the mortgage company, to find out what was missing. Today is XX/XX/20 and have not heard back from Shellpoint yet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90731
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been trying to get NewRez/ShellPoint Mortgage Servicing to sign a SUBORDINATION, NON-DISTURBANCE AND ATTORNMENT AGREEMENT for 7 months and they will not respond. This will cost the homeowner over XXXX XXXX dollars over the life of the lease. Please help us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28027
Submitted Via: Web
Date Sent: 2020-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A