Date Received: 2020-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Property address : XXXX XXXX XXXX XXXX XXXX, ID XXXX. Loan number : XXXX. Payoff Agreement : XX/XX/XXXX. Payoff date : XXXX XXXX My brother is a XXXX veteran on XXXX XXXX XXXX ... ..meaning he can not work. So I've been making his mortgage payments last few years. NewRez/Shellpoint bought my brother 's mortgage when XXXX went under starting XX/XX/XXXX. Immediate problems with my making payments over the phone -- -so much so that it took until late XXXX for NewRez/Shellpoint to be able to send CORRECT figures for XXXX payments! I paid {$1200.00} XX/XX/XXXX ( check # XXXX -- XXXX XXXX ) By now, XXXX stated escrow reserves too low -- -and raised payments starting in XXXX from {$400.00} to {$500.00} a month! Yet the actual escrow figures they furnished me after payoff showed POSITIVE escrow balance of {$830.00}. ( which is legally my brother 's and was agreed by NewRez to return funds within 2-3 weeks after my final payoff payment cleared. In fact, according to numerous statements sent to me by NewRez ... .the escrow amounts vary from {$530.00} ... to {$660.00} ... to {$730.00}. All their statements show " no escrow payments made XXXX escrow ONLY to be used for local property taxes or insurance ) during XX/XX/XXXX through payoff date XX/XX/XXXX. So escrow reserves are my brother 's -- -to be refunded ASAP -- agreed by NewRez/Shellpoint. I will attach numerous statements and time lines. Not only did it take over a month ... .but the amount was only {$280.00} ... .and they ILLEGALLY took {$15.00} more out of my checking account ten was agreed IN WRITING! FRAUD? Sounds like it to me! Months passed ... I have phone records of numerous calls to numerous employees with time and contact numbers ... .which will be attached. Several of the " ever-changing '' reasoning NewRez/Shellpoint illegally withholding balance of my escrow account follows : 1. Misplaced my ACH payment ( hard to blame anyone else -- -they TOOK it out of my checking account! ) 2. Payment WRONGLY applied only to principal ( again, I only allowed them to remove THEIR AGREED ON final payoff amount ) 3. The funds were withheld for " mortgage servicing '' ( tremendously egregious due to TWO IMPORTANT FACTS : Their DETAILED BREAKDOWN OF PAYOFF did " NOT '' include any " mortgage servicing fees '' ... .and my brother 's mortgage agreement with XXXX ( whose terms MUST be adhered to ) did NOT include said " mortgage servicing fees '' upon payoff. I've spent over 200 hours dealing with NewRez in attempting to receive the TRUE TOTAL escrow reserves. I have accounts of numerous conversations and " hollow promises '' from NewRez employees to remedy problem. NONE HAVE. NewRezLLC/Shellpoint Mortgage Service ILLEGALLY withdrew EXTRA money from my checking account. NewRez illegally withheld most of my brother 's accrued escrow reve funds -- -I have escrow analysis in hand. I have filed XXXX complaint ; had my bank investigate " illegal '' wrong amount withdrawn from my account ( NewRez/Shellpoint simply WRONGLY told my bank they refunded this amount within escrow refund check of XX/XX/XXXX -- -yet check endorsement clearly states only " ESCROW REFUND '' ). I'll include copies. I've been lied to ... .hung up on ( numerous times ) ... had my calls transferred so many times the calls get disconnected ... .and both my brother and I have been cheated and stolen from. Upon many hours of fact-finding discovery, I find an alarming pattern quite similar in NewRez/Shellpoint dealings with many other customers/clients. Both subsidies have extensive histories of complaints with XXXX and local state agencies. PLEASE HELP GET MY BROTHER 'S FUNDS REFUNDED TO HIM. And PLEASE INSTITUTE A DEGREE OF TRUTH AND PROFESSIONALISM in the horrible customer service/book keeping that both NewRez and Shellpoint operate by. Thank You
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: ID
Zip: 83686
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX is showing multiple lates which is incorrect. I was in a modification plan which I paid on time. I requested a copy of the plan multiple times and they would not send to me. They sold my mortgage at the end of XX/XX/2019.
Company Response:
State: CA
Zip: 92503
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: From XX/XX/2020 up until now XX/XX/2020 our home Mortgage showing that we having made a payment, we have all of the receipt so what do we do to stop this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 711XX
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Please review our credit scores for the months of XXXX and XXXX of XXXX, there is a late-payment or non-payment, that was turned in by New Rez LLC, which is not correct .We had a choice to make in XXXX of XXXX, either make up the shortage of {$2800.00} from my XXXX property taxes, which New Rez paid that month, or pay {$1700.00} per month until XX/XX/XXXX. We chose to pay the shortage for the amount stated. The same thing happened in XXXX XXXX, we paid and my payments went back to almost the same amount XXXX {$1200.00} more or less ), that I have been paying since I bought the house in XXXX of XXXX. This year was different with my mortgage after paying the shortage. No reduction in my monthly payments. We have included my payments, from them, which shows that we are telling the truth. I contacted them by e-mail, ( included for you to see ), called approximately 10 times during the 6 months that this was going on, informing them that they can not collect the shortage and charge me the higher payments at the same time. There was no response from them, neither had they say they would look into it and change the payments to reflect the money I had already paid, NOTHING was done. Included are all of the statements from XXXX of XXXX to present. My checks for {$1200.00} XXXX cleared their accounts before the XXXX on both XXXX and XXXX, the due date, and the deficit of {$520.00}, was more than paid by the {$2800.00} in XXXX. In fact there was enough money to cover all the months with their inflated payments, from XXXX through XXXX. Please note my monthly payment for XXXX, XXXX, look at the monthly payment, and also look at the payment for XXXX. We paid in full the XXXX statement, XXXX, knowing that if we didnt, no matter what we said or wrote, they would turn me in again, and we will pay for XXXX, by continuing with these payments, they will be collecting approx. {$4400.00}, in escrow for a tax bill for XXXX, that has NOT been paid by New Rez and wont be until XXXX XXXX, and according to the county will be about {$1500.00}, we will receive this before the end of the month, we will have paid in approx. {$7200.00} since XXXX of XXXX until XXXX of XXXX. Please look into this and restore my credit, I have included all the documents for review, and will furnish any other documents that you request. We have done nothing wrong, I have sent a certified letter and documents to their XXXX, XXXX. office with an attempt to correct my credit, but so far there has been no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have tried for over one year to get Shellpoint Mortgage Servicing to cease any further foreclosure action against my home. I have cleared out all collections against me personally, and I have gone through several financial set backs including medical issues that are now behind me. However, Shellpoint Mortgage Servicing keeps coming back to me stating that XXXX XXXX will not consider a modification of my mortgage, even though I have well over {$200000.00} in equity in my home. I along with millions of American consumers have been dealing with the Covid-19 Pandemic, working from home to keep my job. I have resolved dozens of financial issues that an average person would have filed a Chapter XXXX bankruptcy on. I need the help of the Federal Deposit Insurance Corporation to intercede in a foreclosure that simply is not warranted. The FNMA rules are antiquated, and there must be other measures that can be incorporated since the Covid-19 Pandemic. Shellpoint Mortgage Servicing must reinstate my mortgage with the requested modification. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX XXXX Company did NOT send the Statement on XX/XX/XXXX for XX/XX/XXXX payment, we received the statement until XX/XX/XXXX, check was sent for XX/XX/XXXX and XX/XX/XXXX, check was cleared for both months on XX/XX/XXXX but they reported it as late payment, both my wife and I have had EXCEPTIONAL credit, now both credit scores are affected. XX/XX/XXXX XXXX went on Bankruptcy, we found out on late XX/XX/XXXX. Was until XX/XX/XXXX in the process of refinancing we found out that this report was done, could not get in touch with XXXX, had followed up multiple times with Shellpoint Mortgage Services who purchased our loan by telephone, via email, and certified letters, two previous complaints filled with CFPB, more then 30 days passed and now the latest response from Shellpoint dated XX/XX/XXXX states they need additional time when is already more than two months we still waiting for. We can NOT give Shellpoint Mortgage Services more time. XXXX can not be contacted since telephone is no longer in service, I contacted on XX/XX/XXXX via certified mail XXXX at XXXX XXXX XXXX XXXX, PA XXXX the address provided by Shellpoint Mortgage Services and no response, they do not answer the listed telephone as XXXX in XXXX XXXX Minnesota so my letter came back yesterday XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: on XX/XX/2020 spoke with XXXX at newrez mortgage. to refi my current morgtage, after calling for months, and signed paperwork to refi 2.62 % for 15 yrs. this would save me XXXX month. told XXXX i am XXXX yrs. old and not that computer savy, he said not a problem. Called about the end of XXXX spoke to XXXX and said have not head or received any e-mails or request for paperwork. XXXX said he would reach out to XXXX called yesterday XX/XX/2020 spoke to XXXX said he would talk to his manager and call me back. no one has called, no XXXX -mails. spoke about uploading documents, i said not good with computers. ok i can fax. Later that day i found out the document upload sites are down or don't work at all. I mailed paperwork requested to company on XX/XX/2020 XXXX said did not received any doc. This is XXXX i am XXXX the extra money would come in handy for medical bills. There practices are against the fair lending act and newrez does not want to lend to people with XXXX act. no top of this they are losing XXXX a month for 12 mo. and 15 years. thank you for your help XXXX XXXX XXXX XXXX phone XXXX
Company Response:
State: FL
Zip: 34667
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have actually, recently paid off a mortgage serviced by NewRez/Shellpoint. Account number : XXXX XXXX address : XXXX XXXX XXXX XXXX, XXXX, CO XXXX. They acquired our mortgage for XXXX around the first of the year. In the transition, some automatic payments from our bank went to the old account at XXXX. In XXXX we became aware of the problem. We began a series of calls that has led to two of the errant payments being properly credited. We are still dealing with the third. On XX/XX/2020, in response to a request from them, we sent unredacted bank statements for XXXX ( the month in question ) and XXXX, to show that a ) the payment was made and b ) that it was not refused and credited back to our account ( as their records indicate ). I called again today and was told that I could not even talk with someone in the department that is now dealing with this issue. We re-emailed the requested documents today and then came here to, after almost four months of frustration, file a complaint. We are providing documentation below, which has been sent to Shellpoint ( multiple times ). Here we only want to add that we have never experienced a company where the employees have been uniformly not merely professional and polite but seemed to genuinely want to help but the entire system seems to be set up to make that impossible. You can not speak to the person you previously spoke to making the process both much slower and deadeningly repetitive. And once it is confirmed that you may indeed have a real problem with their service, you can't even talk to a person in the department that is dealing with you issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80238
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi, My mortgage company is NEWREZ LLC, they have defaulted on paying my property taxes for last 6 months. My escrow account always had XXXX usd more than amount needed for payments. i have never defaulted on any payments on my end. I received a delinquency notice on XXXX XX/XX/2020 and i called Newrez the next day, followed my a written email with a scan of notice attached. Email was dated XXXX XXXX XXXX.I followed up in writing on the XXXX XXXX and XXXX XXXX as well as spoke with multiple customer care reps during this time and was always promised it will be sorted in 24-48 hours. Then on XX/XX/XXXX I received a written apology from newrez and an amount of XXXX was debited from my escrow account. This is where i assumed the money would have been paid to my county. To my surprise taxes were still not paid when i checked my borough website on XXXX XXXX. i sent another email in writing and called customer again, again all i got was it will be sorted in 24-48 hours.I sent another written email reminder on XXXX XXXX to state property tax payment has not been received my borough. OnXXXX of XXXX i wrote to my borough tax person to explain my situation with written proof and requested to not put a lein against my property. On XX/XX/XXXX I wrote to NewRez again to highlight that while now after 3 months delay property taxes were paid, however they didnt pay correct penalty/ interest to the borough. The payment was short by XXXX USD. On XXXX XXXX, I sent another email stating payment for XXXX usd is not done. I gave atleast 2 calls to Newrez in addition to writing the emails. On XX/XX/XXXX, i sent another reminder for the XXXX usd, followed by another reminder on XX/XX/XXXX for the same. On XX/XX/XXXX i got another delinquent notice for XXXX usd ( XXXX + interest ) which i scanned and shared on the same day on email. I gave another call to customer care only to hear the same 24-48 hours fake promise.Another written reminder was sent on XXXX XXXX along with a reminder to highlight approaching due date of XX/XX/XXXX for next installment of property taxes. I also called customer care twice to request my taxes to be paid on time. Again my escrow had sufficient balance to cover the property taxes.On XX/XX/XXXX XXXX usd were debited from my account but they still have not been paid to my borough as of today XX/XX/XXXX. i have sent written reminders on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I also called several times.Everytime I was promised a call back with resolution but the call never came. I reached out to newrez on their XXXX account and they reached back saying someone will call me. A lady did call me during lunch and i requested a call back in 5 mins, the call never came back. Then I messaged newrez on XXXX and and after 2-3 days the lady representative from newrez called. To my surprise she wasnt aware of my case details and had no explanation for why this happened or by when will this be resolved or what will newrez do to avoid a repeat in future. Then today i realized newrez debited my escrow XXXX usd on XX/XX/2020, these are penalty charges for late payment of XXXX taxes, which newrez confirmed they will pay. Now everyday i am accuring late payment interest and a risk of a lien againt my property for no fault of mine. infact i have tried my best to follow-up via written as well as over the phone conversation, however i am not able to get any resolution. I write to you now, hoping the authorities can help me get this resolved asap. I have all emails saved and newrez will have all phone records as well. I am happy to provide all emails or any other documents needed from my end. Please help me, I am in a lot of mental stress for last 6 months with no end in sight. Regards
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, SC assumed all financial and legal responsibilities for a XXXX XXXX Carriage Manor Doublewide mobile home ( vin # XXXX & XXXX ). This mobile home was in my name XXXX XXXX, with XXXX mortgage was the leinholder ( acct # XXXX ). All paperwork was signed and the transaction complete. My 1st notice of problems with this transaction came in XX/XX/XXXX. Upon notification of a XXXX point decline in my credit score. Further investigation led me to contacting the reporting delinquent company was XXXX lending. I was told the account XXXX was solely in my name that XXXX XXXX was no where on the paperwork as owner/responsible party. At the time the account was 3 months delinquent causing the direct decline in my current credit score. XXXX was contact by me to inquire as to why this property had not been transferred out of my name and into their company 's or LLC. I Spoke to a " XXXX '' who assured me this was an oversight and would be rectified and followed up with an email stating those months that had been late, but the payments had been made bringing the account to current status. She assured me via phone conversation, her company would be working with the lending company to restore my credit standing. That did not happen, I was at the mercy of both these companies. I felt I had no other recourse but to continue to maintain current on time payments on all other credit accounts to slowly rebuild my score back to the normal XXXX. Upon applying for a homeowner 's loan today, I have been confronted with the exact same problem only now the loan on the mobile home has been purchased by ShellPoint MTG who are currently reporting delinquency to the credit bureau negatively affecting my score in which ultimately reflected in my DENIAL for a homeowner 's loan. ShellPoint explained in almost the exact wording of XXXX ; this loan is solely in my name no other company listed as the responsible party. My name, but XXXX XXXX XXXX XXXX XXXX mailing information. Per the ShellPoint rep ( XXXX XXXX ) XX/XX/XXXX payment was made on XX/XX/XXXX exactly 39 days late, XXXX payment has not posted making XXXX payment 17 days late. My credit score has gone from XXXX to XXXX and now currently at XXXX due to the negligance of the company. I attempted to speak with XXXX Discount in reference to this matter, I was told once again by " XXXX '' all payments were made and made on time and that she did not know why this was still an issue. I'm looking to resolve this complaint with the transferral of this property out of my name and a complete restoration to my credit. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30909
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A