Date Received: 2020-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez is servicing my mortgage account. On XX/XX/2020 I made payment in full for the forbearing balance ( as due to COVID-19 event ) that I owed for the month of XXXX and XX/XX/2020, and an extra payment amount to cover XX/XX/2020 due. However, my extra payment amount appeared on my statement as for the extra principle amount instead, and my XX/XX/2020 due was still owed. On XX/XX/2020 I called the customer service line at XXXX, waited in the queue and got disconnected by their automated system after 19 minutes. On XX/XX/2020, I logged on my account online ( myloan.newrez.com ), wrote email via " Contact Us '' link and requested them to apply my extra payment they received on XX/XX/2020 to my XX/XX/2020 payment. I wrote the email because their web site stated that " Please allow two business days for emailed questions. '' On XX/XX/2020, which is 8 days past my 1st email, my payment still has not been fixed, I sent another email via " Contact Us '' link and also called the customer service line twice. The first time I got disconnected after 15 minutes, then the second call got disconnected after 35 minutes. I am not able to resolve with NewRez regarding my past due amount. If I don't send in additional extra amount that I DO NOT OWE, eventually after a period of time, my credit score is going to be affected as I am already finished my forebearing period ( as the result of COVID-19 event ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96815
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In order to increase the privacy of my home, I allowed my uphill neighbor to build his fence 10 feet onto my property. This allowed him to plant trees and shrubs on the slope above my house to provide more privacy for him and me. I asked my mortgage company to allow us to change the legal lot line to conform to reality, I first contacted them about this change in XXXX of XXXX. They sent me two forms, form XXXX describing the change requested and Appraisal XXXX form authorizing them to send an appraiser ( at my expense ) to look at the property to see if relinquishing the land would devalue the collateral. I signed and returned the forms. They received these forms ( Return receipt requested ) on XX/XX/XXXX. They have not done anything tomove the transaction along. Apparently, they are going to send an appraiser out, but as of yet have not done so. I have called and talked to them on a weekly or semi-weekly basis for 6 months. The low-level customer service representative always assures me that they have expedited my request and that I would be contacted shortly. They tell me my " Point of Contact '' person is XXXX XXXX. I have never been able to talk to her because whenever they try to transfer my call to her I get voicemail and after leaving 4 messages during 4 weeks she has yet to call me back. I also emailed her at XXXX. She has not replied to my email. In the 15 to 20 calls, I have made to the company, each time leaving complete callback and email information, no one ever has contacted me about this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the same complaint but the corrupted XXXX XXXX and shellpoint morgage servise keep sending me the same paper ever and over they claimed I owed them money the can't explained where the keep sending me paper from XXXX XXXX and I got a loan modification on XXXX and at the time corrupted XXXX XXXX XXXX told me that I was going to start they added XXXX on XXXX so my loan when from XXXX to XXXX and at the time I was to started the loan no inters no extra fees until I paid the XXXX XXXX XXXX but XXXX XXXX XXXX couldn't get more money for it they gave it to XXXX XXXX so they try to get inters get me out of the deal I got first claiming I did a bankruptcy so when they realized it was a lie now they tried to tell me I'm behind the payments but the can't get which one that's why they keep sending me paper that does no have anything todo with this loan they try to get me out of the loan modification I have because they can't get any extra fees even that they say they can in my contract I got in XXXX through my loan masificacin my lawyer at the time explained last month she'll point send me paper for another loan modification and I wander why they say the will take my house they say they foreclosure my house and I don't understand why
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Since COVID-19 pandemic I entered into an agreement with my mortgage co into a forbearance. They reported to XXXX XXXX that I was delinquent on my XXXX payment. I'm on a forberance plan with them which states I will not be reported to the credit bureau. I called XXXX because my credit score dropped XXXX pts. and was told my mortgage company reported I was delinquent on my XX/XX/XXXX payment and that I was in Chapter XXXX bankruptcy. I was discharged from my bankruptcy 1 year ago after having it on my credit report for 10 years. Shellpoint can not add a statement in my credit recordabout being in bankruptcy when I did my part and have a record on my credit report for 10 years and being discharged 1 one ago. I started a dispute with XXXX XXXX. I immediately call my mortgage company to find out why this happened and they apologized and would fix the problem. I waited one month for the dispute to be over. I called today XX/XX/XXXX to XXXX to ask about the results from my dispute and was told my mortgage company came back with a no change status results. I called my mortgage company and spoke to a supervisor and he told me that Shellpoint did response as of XX/XX/XXXX but I would not see the results for a couple of weeks. I again on XX/XX/XXXX called back XXXX to ask when the results of my dispute would be updated. I was told results are updated immediately and Shellpoint did respond with a no change status. I started a new dispute. After I called Shellpoint again to complain about my situation and was told by customer service that my dispute/complaint would have to be sent to them in writing. I don't understand why and how SHellpoint can get away with this. I have excellent credit history and now my score in XXXX pts less. I did have a bankruptcy that started in XX/XX/XXXX and ended in XX/XX/XXXX I was discharged. I did not add my mortgage in my bankruptcy. I have been paying it ever since until I lost my job during this pandemic. Shellpoint can not add anything having to do with my prior bankruptcy or missing a payment as Im in a forberance plan with SHellpoint. Please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33165
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed an insurance claim and my insurance company paid {$81000.00} for damage to my home. They included Newrez on the check with me, since we both have an interest in the property. NewRez asked me for documents to verify that I have completed the work that I'd like to collect the funds on. I sent all of the requested docs. NewRez never called, so I followed up and they said I only needed a license for the contractor I used and they'd release the funds. I got the license and sent that in. NewRez sent an email saying they were processing the paperwork, but never followed up again. So I called and then they told me that the documents I sent before I sent the license are not correct now. They didn't bother to tell me that weeks prior when I followed up and only mentioned I needed a license. So I paid for all of this work to be done and they are still holding 100 % of the funds months later, as I pay interest. Also, I own about 25 % of value of the home, so there's no reason they should be holding every penny of the amount given. They were not satisfied with the paperwork, so they asked me to follow up with the contractor again only after I called again. NewREz is clearly holding the money hostage. They make no effort to do anything unless I call them, and every time I call them they need more documentation or they tell me something isn't right. I asked about the interest on the money that I'm paying and they're collecting while holding it and they only tell me that I can get what's in the account only. So they're profitting while I'm out of pocket as they hold the money hostage. I informed them that I'd file a formal complaint and then they said they'll get someone out right away for an inspection. This company is ruthless and leave people hanging as they profit. If this is typical of their business plan they should be looked into.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60137
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A. I have a mortgage with NewRez LLC B. I also have home owner 's insurance with XXXX C. I have been making my monthly mortgage payments in time D. NewRez LLC informed me that they have taken home owners insurance and billed me for it. E. I called them and got XXXX to send them the policy by email and also uploaded the policy F. I paid the mortgage for XXXX on XX/XX/20 and for XXXX on XX/XX/20 G. NewRez kept the money in the suspense account because I did not pay extra money for home insurance taken by them inspite of the fact that the XXXX policy was sent to them multiple times. H. NewREz also informed many credt agencies about missing mortgage payments and thus effecting my credit and my attempt to refinance at lower rates.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95070
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to being out of work since XXXX, I have been struggling to pay my mortgage. I recently retired and is living off my retirement, plus saving. All this is due to the coronavirus pandemic.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 237XX
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, my mortgage company increased my mortgage payment for 36 months to cover an escrow arrears. 12 months later ( XXXX ), another escrow analysis was done ; my payments were adjusted, I paid ever dime they told me I needed to pay. 12 months after that ( XXXX ), another analysis was done, my payments were adjusted, I paid every dime of the increased amount. Here it is XXXX, and my escrow shortage was reported to be {$2000.00} ( it was {$5000.00} in XXXX )! All I'm asking now is to spread my extra payments over 36 months, not 12.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX we did a loan modification. As part of the modification there was a {$70000.00} deferred amount included in the loan. In XXXX we did another loan modifications. Both loans at that time were with XXXX XXXX XXXXXXXX. On the 2nd modification, the XXXX, XXXX deferred amount was reduced to {$56000.00} and the interest bearing part of the loan was increased and 8 years was added to the length of the mortgage. That modification was finalized in XXXX of XXXX. In XXXX of XXXX, XXXX XXXX XXXXXXXX sold our mortgage to Shellpoint Mortgage servicing. The terms of the mortgage were to stay the same. {$56000.00} deferred with an interest bearing amount of $ {$200000.00} with a total balance of {$260000.00}. Shellpoint has misapplied that mortgage and instead of showing the new balance in the deferred part as {$56000.00} they have decided to add in the {$70000.00} deferred amount from the first modification to the loan. The looked at the Clarity Commitment and completely misinterpreted it, Instead of understanding that the clarity statement was explaining what factors and figures used to arrive at the new figures. They decided that it meant they need to add those figures to the new modification. So, we are now showing our new total balance as over {$330000.00} which is more than we have ever owned on the home. We have had several long conversations with both Shellpoint and XXXX XXXX XXXX and XXXX XXXX XXXX has confirmed that Shellpoint is incorrect. But Shellpoint has taken the stance that we have to " prove it '' even though they have the Fannie Mae paperwork right in front of them. We have asked Bank XXXX XXXX to put something in writing for us but it has been weeks and we seem to be getting the run around at every turn. Our frustration is rising as every time we call either bank we are on hold for hours on end and have to start from the beginning every phone call. We are unable to get a resolution as the why {$70000.00} of our money is being held XXXX!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85041
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We took out a mortgage approximately 12 years ago under XXXX, which offered lower interest and payments. The mortgage has been sold/transferred several times and each time we were not properly notified, causing us to make payment to company we thought was still handling our mortgage. That in turn required us to track down the payment and assure it went to new mortgage service company. During one of these transfers made by XXXX. an error occurred. XXXX had not previously credit us with a payment, resulting in showing a missed/delinquent payment to our current mortgage service, Shellpoint. After many frustrating calls and conversations with various Shellpoint representatives, we were able to figure out what happened and we made arrangements to rectify XXXX 's error. That arrangement was to pay the shortfall over a 3 month period along with our regular mortgage payment. That has now been completed and we expected to go back to our regular monthly payment. However, Shellpoint has come up with some other charges we're not clear about. We can not seem to make contact with anyone at Shellpoint, who can explain this. Dealing with this company is very frustrating as they don't seem to have interdepartment communication. In addition, because of this, they have given us a negative credit report, even though we have never missed a payment. I hope you can help us get away this company and find another easier to work with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A