Date Received: 2024-02-24
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, FL. XXXX Formal Debt Dispute : Complaint against NewRez for over charging my mortgage account and ruining credit report - LOAN # : XXXX ( Serviced by NewRez ) We are previous Caliber Loan clients. In XXXX XXXX, NewRez took over our mortgage loan. We were paying principle {$1000.00} per month. ONLY. Our XXXX payment to Caliber Loans was paid in XXXX and never fully transferred over to NewRez. Apparently, we just discovered that the payment paid in XXXX for XXXX was sent to cover an escrow which we knew nothing about. We have always provided our insurance certificates. We have always paid on time! I and XXXX XXXX XXXX were reported as 30 days late to the credit reporting agencies. We submitted our flood insurance to XXXX and the XXXX insurance. The XXXX insurance is good until XX/XX/XXXX, so it should have transferred over. Moreover, I am attempting to get a new job and purchase a car. This situation has caused a major hardship for no reason other than negligence on your end. WE HAVE DEMANDED VIA FAX WEEKS AGO THAT OUR CREDIT REPORT BE RECTIFIED. I HAVE HEARD NOTHING FROM YOUR COMPANY. The XXXX XXXX XXXX XXXX emailed a copy of the flood insurance policy to NewRez in XXXX and in XX/XX/XXXX ( TWICE ) You have been charging me {$1800.00} for flood insurance. NewRez confirmed that this would be rectified by the XXXX payment. It still has not been fixed on my dashboard. Now, I was informed it should be fixed by XXXX. I have been charged {$1800.00}. I paid this amount once and was told the amount would be credited to my XXXX payment. It was not credited. Moreover, I called and paid XXXX on XX/XX/XXXX over the phone with a supervisor. I was told this payment would cover XXXX. ( Now, I received a message informing me that I did not pay the XXXX payment. ) I called today and was told that the full amount of XXXX was due. This is INCORRECT. You have received a copy of my insurance two months ago. Now, I have a late payment listed on my account that I DEMAND you revise. So, it does not affect our credit further. In addition, I overpaid XXXX, XXXX in XXXX to NewRez ( to avoid being sent to collection ) and asked that the over payment to be credited to XX/XX/XXXX once you get the flood insurance added to my account. However, the overpayment still has not been credited. Moreover, we are still being over charged on my mortgage payment XXXX - XXXX = {$750.00} per month additional. Equally speaking, NewRez is stating they never received our flood insurance from Caliber Loans for XXXX and we had a carryover escrow. We were never aware of this situation as XXXX received copies of our flood/hazard insurance policies. We should not have an escrow balance from either mortgage company. XXXX never paid flood policies on our behalf. They received our insurance policies. I can show you the policies. This transfer to NewRez has been a complete disaster. This has caused us hardship and is a liability. I have had to file a complaint with Consumerfinance.gov ( Case number XXXX ) This is a serious matter, and we are planning on seeking legal counsel if this does not get resolved immediately. Most importantly, my and XXXX XXXX credit report and been dinged and dropped XXXX points. This is illegal. NewRez owes ( the overpayment ) to be credited to the loan. You need to correct the billing statements. You need to credit the XXXX flood insurance and hazard insurance, and not charge an escrow from XXXX. I also asked my hazard insurance company to send the policy this time to NewRez and not XXXX as it should have transferred with the loan. I am demanding that you email or mail me a list of ALL payments since the loan origination. ASAP. I have been on the phone with agents and two supervisors. Yet, this situation is still occurring and needs to be rectified. Thank you for your time in addressing this matter immediately. Sincerely, XXXX XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2024-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-23
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I just got the statement from the mortgage company saying that I owe {$3400.00} I have made every payment with certified funds and sent it with certified mail. I am enclosing all receipts showing that for the last two months that the payments have been sent to the location that they have provided. I have not gotten the last months statement back showing that the certified funds and/or whatever are there, but I do have the receipt from the post office showing that it was sent that way I know all payments are made and do I do not understand why this company is so difficult to deal with please have someone investigate because this seems to be a going practice month after month that I have to send a complaint showing that this problem persists
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In XXXX I contacted my mortgage company they over paid my property taxes. Final the city of XXXX sent the overpayment back. I contacted my Mortgage company my proper taxes are frozen and what the proper amount should be. They discovered their was an error and requested the over payment back. In XXXX they have made the same mistake after me calling and sending them information that my property taxes are frozen. This year once again the over paid my property taxes {$3900.00} but according to The city of XXXX my property taxes are {$1700.00}. My Mortgage company is New Rez LLC loan number XXXX. Telephone number XXXX My name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My home was destroyed by fire from a lightning strike. My insurance company has provided the settlement check and the mortgage lender withheld an amount equal to the balance of the mortgage, I understand this and I'm not contending against it. My main issue with the lender is the very poor communication. I'm in the middle of rebuilding my house and I have to make draw payments monthly to the contractor. Their policy is to not start releasing the funds from the escrow account until it has reached 75 % of the rebuild. I feel that is unreasonable. But that being said, how do they determine 75 %? How much will they release at that time? How often will they release funds? I need specific numbers and they are refusing to provide them even though I have provided everything they have requested. I have had multiple phone conversations and multiple email conversations. The responses I get change depending on who I'm speaking with. Their responses are very slow. I need to schedule my payments to the contractor. I need to know when and how much those payments will be. Vague answers from the lender do not help. I need a competent representative from the lender to stay in communication with me through this process. Additionally, again they should not need to wait until 75 % of the rebuild to start releasing the funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX I sent Newrez an insurance check of {$5300.00} to get endorsed so I can pay for the repairs on my house. This was sent 2 Day Priority Mail by the USPS. Shellpoint who handles Newrez 's Loss Draft Department has refused to endorse the insurance check due to the differences in the amount of the check which is less than the adjusters estimate.The adjusters estimate was {$7400.00} minus the {$500.00} deductible. My insurance company is XXXX XXXX XXXX XXXX XXXX issued payments of {$1600.00} and {$560.00} first. On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I called Newrez and spoke with the Shellpoint staff regarding required documents. On XX/XX/XXXX I spoke with XXXX a customer service representative from Newrez, and she told me to send the documents to XXXX. Then on XX/XX/XXXX I called and spoke with XXXX from the Sellpoint Loss Draft Staff. He told me they have the required documents and my check was submitted for endorsement and shall receive it in XXXX business days.I told XXXX I am abroad and I provided him with a number in case any issues arise. Today XX/XX/XXXX contacted Newrez and spoke to the XXXX of the Shellpoint Loss Draft staff and she told me the documents were not satisfactory and I will need to sent them again. Also that the check was sent back to my home without an endorsement. She provided me with a portal to submit the documents instead uf using the email address. This company provided numerous obstacles to prevent the insurance check from being endorsed so I can repair my home. Due to Newrez unwillingness to accept the documents they requested and now demand other documents to previously not previously requested will cause a 3 week to a month delay in processing before I can arrange for a contractor to start work on my house. The house has missing drywall due to the damaged walls. This is causing discomfort to my daughters because the insulation of the house is affected. More details available upon request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 932XX
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL. XXXX Formal Debt Dispute : Complaint against NewRez for over charging my mortgage account and ruining credit report - LOAN # : XXXX ( Serviced by NewRez ) We are previous XXXX Loan clients. In XX/XX/XXXX, NewRez took over our mortgage loan. We were paying principle {$1000.00} per month. ( 30 year fixed ) Our XXXX payment to XXXX XXXX was paid in XXXX and never transferred over to NewRez. Also, the property is a condo. The flood insurance certificate was sent to XXXX, for XXXX, and should have transferred. Suddenly, I and XXXX XXXX XXXX were reported as 30 days late to the credit reporting agencies. In addition, our condo association emailed a copy of the flood insurance policy to NewRez in XX/XX/XXXX, for XXXX. However, NewRez has been charging me {$1800.00} for insurance. NewRez confirmed that this would be rectified by the XXXX payment. This is still not fixed. We overpaid NewRez in XXXX ( to avoid being sent to collection ) and asked that the overpayment to be credited to XX/XX/XXXX. However, the overpayment still has not been credited. Moreover, we are still being over charged on the mortgage payment XXXX - XXXX = {$750.00} per month. NewRez is stating that they never received our flood insurance from XXXX XXXX for XXXX and we had an escrow. We were never aware of this situation as XXXX received copies of our flood insurance policies. We always submitted our flood insurance policies. We should not have an escrow balance from either mortgage company. XXXX received our flood insurance policies. ( 1 ) NewRez needs to correct my and XXXX XXXX credit report. ( 2 ) They owe one month ( overpayment ) to be credited to the account. ( 3 ) They need to correct the billing statements ( 4 ) They need to credit the XXXX and XXXX flood insurance and not charge an escrow from XXXX. ( 5 ) They need to update the XXXX payment. I have a bank statement showing payment for XX/XX/XXXX. They are stating the payment is not paid. I have been on the phone with the agents and two supervisors for two months. However, this situation is still occurring and needs to be rectified. Thank you for your time in addressing this matter. Sincerely, XXXX XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: A complaint was submitted late last year regarding NewRez incorrectly reporting a missing payment in XX/XX/2023. XXXX XXXX replied and I sent a response on XX/XX/2023 to his email on the response letter. After a month, I did not receive a reply and called the number on the letter and left a voicemail. There was no response. This company is unresponsive and reports things incorrectly. They do not value the customer or care when something is done wrongfully. NewRez claims that they contacted us regarding late payments but we were never called. We submitted all payments on time and called the company when we did not see the payments debited. After doing a XXXX search, I see that this is a common practice as they have ruined numerous people 's financial records. Please investigate this company and their practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11563
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage servicer failed to pay my homeowner 's insurance and the policy lapsed. They took no action to remedy the issue and only claim that they did nothing wrong. My insurance lapsed for four days while they took no action. The company, NEWREZ, caused my insurance to lapse with no action as they did not pay the premium out of escrow as agreed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03054
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Months back after coming out of loan deferral due to covid my loan was sold and for a number of reasons I did not get the new information to start paying. Once I found out my loan was in default I immediately started working with NewRez/Shellpoint . After months of going back and forth with Shellpoint my loan was recalculated and I paid my XXXX test payments and have been paying my mortgage on time ever since. I have had access to the portal and everything has been going fine. Now on XX/XX/XXXX I get both a statement with my current loan payment and amount it will be as of XX/XX/XXXX ( lower ) and a statement saying my loan is in default. Both were sent on the same day. They verified I paid XXXX and XXXX. I can no longer see my loan on their portal since I am locked out an all I see is that I owe XXXX as of XXXX XXXX. 2022 ( note, this is a different amount than is stated on the default letter. I have called to see what is going on an am waiting for a call back. However after a horrendous experience last year I am concerned this is going to take months and damage my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97070
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX received four commercial mortgages from XXXX XXXX XXXX on XX/XX/XXXX. XXXX mortgage was sold. I am a Member of this XXXX company. XXXX XXXX XXXX loan servicing company was XXXX XXXX. Which service only three of XXXX XXXX XXXX. The other loan servicer was XXXX XXXX XXXX XXXX XXXX On XX/XX/XXXX SHELLPOINT became the new loan servicer. They sent out paperwork ; that was completed incorrectly by my assistance XXXX XXXX, with the help of one of SHELLPOINT customers service reps. My assistance filled out the documents incorrectly, by adding my personal social security number to the paperwork. When i reviewed the paperwork submitted. I called SHELLPOINT and told them not to use my personal security number. Only the business EIN was to be used. I fired my assistance. I told SHELLPOINT i am not a co-signer or personally guarantee of this business loan. I contact my attorney right away. My attorney said that the paperwork ; that was completed. Was not for this type of loan. I found out on XX/XX/XXXX ; that SHELLPOINT used my personal security number. They reported to XXXX, XXXX and XXXX mortgages I did not own or jointly sign for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60426
Submitted Via: Web
Date Sent: 2024-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A