Date Received: 2020-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I called into Shell Point Mortgage to ask about an property tax refund that was in the escrow account since XX/XX/XXXX ( {$8500.00} ). They said that they would take care of it and send me a check right away. I hear and see nothing for weeks so go through their chat service on XX/XX/XXXX. They said they had to evaluate the escrow balance and then send the surplus. I get a mail response on XX/XX/XXXX saying that they will refund me {$7700.00} and that the check was included in the piece of mail. It was not. They included a sample fake check which I can not cash. I send them another message on XX/XX/XXXX but it's an email since their hours of operation are closed ( no phone, no chat ). On XX/XX/XXXX I receive a letter in the mail saying " due to the complex nature of the matter '' that they request more time to fully respond to my inquiry. The letter was dated on XX/XX/XXXX. Shell Point Mortgage has repetitively put off giving me my money and has held onto it for 2 months. They had it for a month and didn't mention anything to me or send a refund.They said they sent a check and the account says it's gone, but they didn't send a check and instead send a fake sample check. They are avoiding paying me and paying me interest since there is no check and they are hoping I don't notice and they have to send a new check. They are abusing me and my money. NewRez LLC dba Shellpoint Mortgage Servicing XXXX. XXXX XXXXXXXX XXXX, SC XXXX Main Office NMLS ID # XXXX NewRez LLC dba Shellpoint Mortgage Servicing XXXX, TX Branch Office NMLS ID # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94568
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Regarding : Shellpoint Mortgage Servicing ; XXXX, SC On XX/XX/2020 I made a partial payment online towards our XXXX mortgage in the amount of {$410.00}. I have a confirmation number for that amount and a receipt for it. On XX/XX/2020 Shellpoint Mortgage withdrew and UNAUTORIZED AMOUNT of {$1300.00} from my checking account which caused overdrafts of NINE transactions resulting in overdraft fees totaling {$250.00}. I immediatley contacted the bank to which I was told to contact the mortgage company directly, which I did. The customer service agent seemed concerned and remorseful and told me that she was putting in a request for the return of the {$1300.00} and would take 3-5 business days, a request for the overdraft fees to be paid to us for {$250.00}, and investigation as to why this happened when it clearly said {$410.00}, and a request for a supervisor to contact me within 48hours. Well the only thing that did happen was I received the refund of the {$1300.00} 3 weeks later. I have been fighting every week to have the overdraft fees they caused to refunded to us to no avail. There have been over 9 phone calls and 6 emails and I have only received ONE return call from someone self proclaiming to be our assigned Point of Contact 's supervisor and 2 emails back from I don't really know who -- I emailed our POC XXXX XXXX, who doesn't bother to reply or answer his phone, or return voicemails. Mr. XXXX XXXX claimed to be XXXX XXXX 's supervisor -- I spoke with him on Thursday XX/XX/XXXX ( 21 days I've waited for someone to contact me about this nightmare ... .21 days ). His words to me were " let me work on getting you your money back '' and he REFUSED to give me his direct number, email or any other contact information. The initial call I was told the overdraft fees would be returned to me. 2nd call I had to make on XX/XX/XXXX I was told I had to provide proof the overdraft happened and that fee 's were incurred. I sent over the bank statement showing Shellpoint ILLEGALLY withdrew {$1300.00} and the ledger balance being negative {$110.00}, followed by all of the negative transactions in the ledger balance column and the banks overdraft fees on XX/XX/XXXX {$36.00} and XX/XX/XXXX {$210.00}. ( for security XXXX redacted names and amounts of the vendors that were paid, but left unaltered the ledger balance column 3rd call XX/XX/XXXX I call again and am told that they wanted " proof that my account was not negative to begin with ''. ( well if the withdrawal of {$1300.00} only resulted in a negative balance of {$110.00} then that means my beginning balance was {$1100.00} but for some reason they wanted more. So I sent the balance before their ILLEGAL withdrawal of {$1300.00}, showing it was a positive balance of {$1100.00} unredacted, along with the unauthorized withdrawal and bank NSF fees. I receive an email telling me that they wanted proof of " both withdrawals '' being taken out -- I have NO idea what they are saying so I call again. I can't speak with a supervisor, our Assigned Point of Contact, the self proclaimed supervisor of our Assigned Point of Contact, the payments department that handles this refund or anyone else except the customer service representative that I was speaking with that was only reading notes. So, I emailed our Assigned Point of Contact, XXXX XXXX. I received an email response from XXXX XXXX saying, " as we discussed give my department time to work on this '' -- which did NOT address the issue I emailed about this new email that very day. I call again and request a return call from a supervisor, which is supposed to be done within 24 hours, or so I was told. Today, XX/XX/XXXX, I receive an email from someone, I have no idea who, the return email address is from XXXX XXXX, but as I said, I've emailed him at that address and have had XXXX XXXX reply instead, so really it seems like an open email to whoever. The email is now telling me yet again, to send the bank statement " completely unaltered ''. It's just been one thing after another after another with them. They are coming up with excuses to not do what they are supposed to do, as promised, for whatever reason. Maybe they think I will give up and they won't have to pay, I have no idea. I questioned XXXX XXXX about what his investigation department found was the reason for such an error, and I was brushed off completely. Every time I call I ask why this happened and NO ONE answers To date : I have called on XX/XX/XXXX with XXXX XXXX, XX/XX/XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XX/XX/XXXX XXXX, XX/XX/XXXX XXXX XXXX To date : NO Refund of our overdraft fee 's. We have since closed that account that they have tampered with and STOLE that money from. But we have yet to have any refund of the overdraft fee 's. Where is the accountability?? WHY and HOW is a mortgage company ALLOWED to STEAL an amount from our account that is greater than authorized?? HOW and WHY are they allowed to cause such financial hardship and they play these ridiciulous and unnecessary GAMES instead of just refunding the overdraft fee 's they caused??? Why aren't they accountable??? IF I stole that money from anyone 's account I would surely be arrested and put in jail, but a big mortgage company get 's a way with it??? During the worst financial and health crisis our country has ever seen, while we are already struggling to keep a roof over our heads, our electricity on and food on our table, we are further victimized by our very own mortgage company causing us further undo financial duress. WHO PROTECTS US???? We just want our fee 's returned. That's is all. Nothing more and nothing less. It's the least they can do after what they've done. Lesson learned. We will NEVER pay a single entity online, or in the mail, with our private banking accounts. Not ever.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I began the refinance process with XXXX XXXX with NewRez. All responses with XXXX were super quick. Around XXXX the house appraisal was available for NewRez and myself. On XX/XX/XXXX, I received an e-mail from XXXX XXXX advised that my loan had been approved and we could continue. On XXXX, I received an e-mail from XXXX XXXX XXXX XXXX advising that I need to provide an Engineering Certification. This was provided to them on XX/XX/XXXX along with some additional things required. I attempted to call & e-mail XXXX between the XXXX and XXXX multiple times with no reply. On XX/XX/XXXX I e-mailed XXXX to follow up and see what I needed to do. At that time, she advised that my closing date would be the XXXX and sent paperwork for me to sign. I never received any communication that we were not going to close on the date given to me. I received no response from XXXX and e-mailed XXXX again on the XXXX. She advised that she was going to e-mail XXXX and his manager. After receiving no response again, I reached back out to XXXX again on the XXXX and did not receive a response from her either. I had several questions regarding my loan which appeared to be the hold up. On XX/XX/XXXX, I filed a complaint with NewRez late in the afternoon, I do not remember the agent 's name who I spoke with but she was extremely helpful and understanding. To my surprise, I received a phone call from XXXX and XXXX on XX/XX/XXXX. I spoke with XXXX on the 2nd and she was helpful on straightening out the applicable property county assessor issue we had. She advised that XXXX was out until the following Monday but that he would finishing closing the loan once he was back. I received an e-mail from another processor in XXXX requesting bank statements. I uploaded them and have not heard anything. On XX/XX/XXXX I e-mailed XXXX requesting a cancel on the refinance. The same day he advised that he sent the request up to processing management. I followed up on XX/XX/XXXX and as of XX/XX/XXXX have received no response.
Company Response:
State: TN
Zip: 371XX
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I reached out to NewRez LLC ( XXXX XXXX ) to inquire about borrowers assistance for covid 19 related changes. The company never responded with options available. They automatically enrolled me into a forbearance program and cancelled my bi weekly automatic payments. I corrected the payments independently by calling in and making sure the drafts were completed. During that initial contact in XXXX i requested that plan be removed and auto draft reinstated. I never agreed to or signed a forbearance agreement. I have since contacted the mortgage company 3 additional times and they still have not corrected the issue. I recently applied for credit and was denied. Underwriting cited that my mortgage was not reporting to the credit report since XXXX. I disclosed the issue to that company and credit was denied. I believe this could violate FCRA for inaccurate disclosure of information. I would like to pursue a complaint against the company for negligence in the handling of my account and not seeking my approval before entering me into any agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33547
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX, bought home in XXXX XXXX, XXXX XXXX, through ShellPoint Mortgage Servicing. I live in XXXX, had the home as a second home with plans to retire. I signed a 15 year mortgage, paid {$460.00} per month for the {$53000.00} mortgage. Coming up to XXXX, when the mortgage should have ended, it never did. I contacted them, they told me I signed a 30 year mortgage, not a 15 year mortgage. They then sent a document to me that is odd, in block letters, and looks fake to me that says I signed a 30 year mortgage. I am concerned and believe this is a fake document. They are saying I owe another 15 years on this mortgage which I do not believe to be true. That being said, I continued to pay it for fear of losing the house. Last year, in XXXX, a tenant in that home was not paying the rent, and I went through processes in North Carolina to get the tenant out, and therefore fell behind on that mortgage. I did get caught back up. Now in XXXX, I received paperwork that I did not get caught up, and they sent my XXXX mortgage payment back to me and won't accept payment. They say I have to now send them 7 full payments before they will accept any more payments from me. They are now threatening to take action to take the home. They are also telling me to declare bankruptcy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Paid additional money through XX/XX/2019 to XX/XX/2019 to lower interest and payments on loan. Shellpoint Mortgage misappropriated funds, disbursed two surplus checks after XX/XX/2019 and XX/XX/2019, respectively, the second bounced, and now my escrow is not correct.
Company Response:
State: CA
Zip: 90019
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage continues to withdraw insurance premiums from my escrow amount after receiving all the documents showing proof of insurance coverage. The following amounts have been withdrawn from escrow account : XX/XX/2020 {$490.00} Shellpoint Insurance XX/XX/2020 {$1100.00} City Tax XX/XX/2020 {$450.00} Shellpoint Insurance XX/XX/2020 : Current escrow balance {$210.00} Today : XX/XX/2020 Noted an insurance refund of only {$71.00}. Shellpoint Mortgage has not refunded the entire amount of all the insurance premiums that have been withdrawn from my escrow account, resulting in a negative balance of {$210.00}. This will significantly affect the report when the XXXX XXXX is performed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Following a refinance of my home in XX/XX/XXXX, my mortgage transitioned from XXXX to Shellpoint Mortgage in XX/XX/XXXX. In the past, I have always set-up my mortgage payments for automatic withdrawal with previous mortgage servicers ; however, Shellpoint did not offer that option in my first payment ( s ). I attempted to set-up automatic withdrawal in subsequent monthly mortgage payments, but their system would not allow me to do so because I did not pay my mortgage ahead of the payment due date ( they treated as if it was past due at that time ). Despite the fact that I elected to receive paperless e-statements, Shellpoint also does not proactively send me my e-statements via email, nor do they send me courtesy reminder emails to make my payments on-time. This lack of service makes it extremely tough to remember to make timely payments, particularly during the middle of a global pandemic when I have XXXX kids under the age of XXXX that are all at home because of school closures, and without reliable childcare. Fast forward a few months, I made my XX/XX/XXXX mortgage payment 2 days late beyond the grace period and they assessed a {$270.00} late fee to my account. At the same time of my most recent payment, I was finally able to set-up my account for automatic payments on the XXXX of each month ( not sure why it worked this time over the other attempts I have made in the past ) ; therefore, this situation will not happen again. I have called Shellpoint 's customer service hotline several times, and spoken with several representatives/supervisors explaining to them what I mentioned above, and they are refusing to budge on removing the late fee because they said this situation was not a systematic issue caused on their end. It has now become undeniably clear to me that the servicing model that Shellpoint has set-up is intentionally designed to incentivize late fees by not publishing e-statements, reminder emails, streamlined set-up of automated payments, or the sufficient customer service needed to facilitate timely payments of debt obligations. This lending practice is predatory, albeit extremely stealthy, but I am truly stunned that they are completely unwilling to remove the late fee especially since I have signed up for automatic payments moving forward to make 100 % certain this situation will not happen again. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94582
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay my loan every month, until they increased my payment due to my escrow, they have paid a hazard ins, flood insurance and taxes then they placed lender placed hazard insurance, It has caused an increase in my monthly payment of a XXXX dollars, they will not tell me who they made hazard payment to, if they did then why did they place lender placed insurance. I have one insurance company that is mine called XXXX XXXX, this mistake in my escrow is causing me to be in default, Nobody at Shellpoint will help to resolve or even investigate to resolve this issue please please help me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We ( XXXX XXXX XXXX XXXX XXXX ) purchased our house on XX/XX/XXXX. We have made monthly on time payments to our mortgage and escrow since then. We are first time home owners. On XX/XX/XXXX we received an email from XXXX XXXX, a representative of our Realtor ( XXXX XXXX XXXX ), that the listing agent for our home had forwarded the tax bill for our property. ( She was forwarding the bill to us for record keeping purposes, however, it was not immediately clear from the email that this was the care ). On XX/XX/XXXX we responded to the email from the Realtor inquiring why we were forwarded the bill. We were under the impression that the first portion should have been paid by the listing agent at closing and the second half, our responsibility, should come from our escrow. On XX/XX/XXXX we received an email from XXXX XXXX of XXXX XXXX NMLS XXXX stating that we should not have to take any action on the bill since we have an escrow account and it will be taken care of by the loan servicer ( NewRez ). He advised that we " check with your loan servicer or the town to make sure it was paid, but I would be surprised it is wasnt. '' XXXX XXXX also replied at that time to clarify that the bill had been forwarded to us only for the purposes of record keeping. On XX/XX/XXXX the tax bill was due to be paid. It should have been paid by NewRez from our escrow account, however it was not, and we were not made aware until XX/XX/XXXX. On XX/XX/XXXX we received a letter in the mail from the town of XXXX XXXX, ME, stating the tax bill is overdue and if not paid by XX/XX/XXXX it will be Liened. On XX/XX/XXXX we emailed XXXX XXXX and XXXX XXXX questioning why our bill was not paid. Same day response from XXXX XXXX advised us to contact the loan servicer ( NewRez ) to inquire why the tax bill was not paid. On XX/XX/XXXX we submitted an online inquiry via NewRez website. We received an automated email response the same day that they had received our inquiry and would be responding as soon as possible. On XX/XX/XXXX we received a letter in the mail from NewRez stating they were " working to gather the requested information and will forward it to us as soon as possible ''. On XX/XX/XXXX we received a letter in the mail : Tax Collector 's Notice, Lien Claim and Demand stating a 30 day notice of our unpaid tax bill. On XX/XX/XXXX we called NewRez customer service and spoke with an individual ( name unknown ) asking why our escrow did not pay the tax bill and requesting it be paid. The individual was not able to tell us why it was not paid. He stated we should have paid it ourselves and that NewRez is not responsible for paying it. He actually seemed to not know what an escrow account was, stated we had a " balance '' of ~ {$2500.00} ( which was the amount in our escrow account ) and said that if we paid the " balance '' of {$2500.00} then we would not " owe any more escrow ''. After a very confusing 45 minutes on the phone, we were placed on hold and the individual apparently spoke with a colleague, he returned to the line and we reached a point where we were asked to email a copy of the tax bill to XXXX. On XX/XX/XXXX we called NewRez customer service and spoke with a different individual ( name unknown ), indicating that the individual we had dealt with the prior day did not inspire confidence that the issue would be resolved. The individual we spoke with this day indicated she would escalate a request to find out why it was not paid and again asked to have the tax bill emailed. On XX/XX/XXXX we emailed the tax bill and 30 day lien notice to XXXX. We received no response to this email. On XX/XX/XXXX we called NewRez customer service and spoke with a different individual ( name unknown ) to inquire whether the email had been received. We were told that it " takes 3 business days to receive the email ''. The email was sent on a Friday before memorial day weekend. Therefore 3 business days would take us out to XX/XX/XXXX. On XX/XX/XXXX we called NewRez customer service and spoke with a different individual ( name unknown ) to inquire whether the email had been received. We were told the email was received and that the bill was scheduled to be paid the following Friday, which would have been XX/XX/XXXX. We were told to check the balance of the escrow account online on XX/XX/XXXX to be sure the funds had been withdrawn from the escrow account. On XX/XX/XXXX we received a letter in the mail from NewRez stating : " NewRez is in receipt of your correspondence regarding the above referenced loan. Due to the complex nature of the matter, NewRez respectfully requests additional time to respond fully to your inquiry '' They further stated they would : " respond within the allotted time frame '', which was not indicated within the letter. On XX/XX/XXXX we received a different letter in the mail from NewRez stating we had inquired about our delinquent taxes and provided a copy of the tax bill. Further : " Please be advised, NewRez tax department is currently investigating your delinquent tax bill. Once verification of the delinquent tax bill is completed, NewRez next step is to pay the delinquent tax bill. If any penalties are due, they will be paid by NewRez at no cost to you ''. On XX/XX/XXXX we checked the balance of the escrow account and it had not changed. There was no indication that the bill had been paid. On XX/XX/XXXX we called NewRez customer service and spoke with XXXX XXXX, again attempting to inquire why the bill was not paid. The individual was not able to tell us why the bill was not paid, and saw no evidence that it was scheduled to be paid on XX/XX/XXXX. The individual was not able to tell us when the bill would be paid. We asked to speak with a manager. We spoke with a manger named XXXX ( last name unknown ). She was unable to tell us why the bill was not paid in XXXX. She was not able to assure us that it would be paid in XX/XX/XXXX when it is due again. She stated the prior request for payment back on XX/XX/XXXX was sent " without a notation '', therefore the request was discarded. She informed us that tax payments are " batched '' therefore a onetime online payment is not possible, and was not able to tell us when the next payment batch would be sent, unable to tell us when our bill would be paid. She stated we were " asking questions there are no answer to ''. She indicated she would send an " escalated electronic request to the manager of the department responsible for paying the bill ''. She indicated she would hear back within 3 days. She asked that we call back in 3 days. We requested that she call us back instead and she indicated she would do so. When we asked if we could contact that department directly she indicated this was not possible because the department is not licensed to talk with customers. She stated she herself could not call the department ( instead of an electronic request ) because she did not know their telephone number or extension. She apologized several times throughout the conversation and requested that we " trust '' NewRez would resolve the issue. We indicated that these are essentially empty and remorseless apologies and there is no way we can trust that this issue will be resolved, due to the way it has been handled thus far. We indicated we were extremely displeased with the poor customer service we have received, and lack of resolution of the issue. The phone call took 45 minutes in all. On XX/XX/XXXX We emailed XXXX XXXX and XXXX XXXX with the details of this frustrating situation. XXXX XXXX responded same day and advised we contact the XXXX XXXX XXXX XXXX in XXXX and also file a complaint with the CFPB who is the federal regulator, and gave contact information for both. XXXX also indicated he would contact the representative at New Rez to " get them on it also ''. On XX/XX/XXXX We called the XXXX XXXX XXXX XXXX in XXXX and spoke with XXXX XXXX. He advised to submit a complaint and instructed on how to do so. On XX/XX/XXXX We received an email from Realtor XXXX XXXX indicating the listing agent from our house contacted her and was upset due to a threat from the Town of XXXX XXXX to put a lien on his client 's business ( the seller - XXXX XXXX, XXXX ), due to the unpaid tax bill. We also received an email this day from XXXX XXXX indicating that he had a conversation with the listing agent and informed them that there was no reason for the town to put a lien on the seller as they were not the owner of record as of XX/XX/XXXX. We indicated at that time that we will be submitting a complaint to Bureau of Financial Regulation and XXXX XXXX replied " Maybe New Rez has really dropped the ball '', to which we replied : " I would say that is an understatement ''. We indicated we would be likely paying out of pocket at this point, since we have had no luck with trying to resolve the issue with New Rez. We asked how we could go about being reimbursed. XXXX XXXX advised we call the Town Manager, and stated the town would pay us back once New Rez finally did pay the tax. On XX/XX/XXXX We spoke with the XXXX XXXX XXXX XXXX department ( XXXX ). We were told that the bill had been pain that day by the seller ( XXXX XXXX, XXXX ). They had gone ahead and paid the tax bill apparently wanting to avoid a lien on their business. XXXX further stated this tax bill was not our responsibility in the first place, but was actually the responsibility of XXXX XXXX, XXXX since they were the owners when the tax was assessed on XX/XX/XXXX. We emailed XXXX XXXX, XXXX XXXX as well as XXXX XXXX ( and XXXX XXXX, who has been a CC to all previous email coorespondances ) with that information. We then received a phone call from both XXXX XXXX and XXXX XXXX of XXXX XXXX Title ( this was a 3 way call ) stating that the information from the tax collector 's office that XXXX had given us was not in fact correct. The tax bill was our responsibility and we had signed documents stating this at our closing. Then became the issue : how to get NewRez to pay the tax bill from our escrow, as it should have been done more than 2 months previously, and how to pay back XXXX XXXX, XXXX for the bill they had paid that was not in fact their responsibility. We placed a XXXX way phone call to NewRez along with XXXX XXXX. The following is partial text copied and pasted from an email sent from XXXX XXXX after that phone conversation : " XXXX and I just spoke with NewRez [ XXXX XXXX XXXX ], and unfortunately had to get tough with them and threaten legal counsel ; but by doing so we have initiated next steps that will hopefully get things on track. I'm recapping our conversation here, and also providing the instructions for next steps that XXXX and I just discussed. RECAP : We informed them of XXXX 's horrible experience trying to get this resolved, explained the tax bill periods for XXXX XXXX ( thank you XXXX ), and received an email from XXXX at NewRez confirming the following : 1. A check was mailed to the tax office for XXXX XXXX on XX/XX/XXXX from NewRez to pay the tax bill, and the fees that accrued for the late payment. 2. Confirmation that NewRez will be paying the next tax bill by XXXX. XXXX and I then spoke with the Tax Deputy for XXXX XXXX and confirmed that the check from XXXX XXXX, XXXX was already deposited. They are expecting the check from NewRez and confirmed once it's received, they'd simply cut a check back to them in the same amount. So here 's the next steps we've taken : NEXT STEPS : I've just sent the following email to XXXX at NewRez : " Hi XXXX, XXXX and I just spoke with the Tax Deputy for the town of XXXX XXXX, Maine. Unfortunately, the check they received from XXXX XXXX, XXXX has been deposited. We informed the Tax Deputy that a check was on the way from NewRez, and she told us that as soon as it is received, they will simply cut a check back to NewRez in the same amount. This is their protocol that they have to follow. Therefore, we will need to follow plan B and have NewRez cut a check to the XXXX XXXX, XXXX and put in the mail by the end of the business day tomorrow. '' Between XXXX We received several emails from XXXX XXXX, manager at NewRez, with details of the process as he worked through resolving the issue with the tax department. On XX/XX/XXXX : Ultimately, NewRez was unable to write a check to XXXX XXXX, XXXX, so they wrote checks to us for the amount of the tax bill and a separate check for the penalties/fees. We deposited both checks then wrote a check for the amount of the tax bill and mailed it to XXXX XXXX, XXXX. The End.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A