Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX. I purchased a townhouse in 2007 at XXXX XXXX XXXX XXXX XXXX, MN XXXX. I became aware recently that I had been charged PMI insurance for much longer than I should have been. I have requested in writing several times over the years to cancel my PMI insurance. I also called the different mortgage companies that owned the loan many times over the years to find out if I was still being charged and I was told that I wasn't several times. Most recently I called New Rez ... .and I just found out that I was still being charged until just a few months ago. I believe I have been overcharged by thousands of dollars.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55446
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a loan with this bank, we have not made one payment late since the inception of this loan. We are curious and uncertain as to why this bank has placed our account on a forbearance agreement. ( the second bank to do so, we have 2 rental investments, it is how we attain our sustenance ) This decision on their part, has hampered our ability to request and apply for a loan at a more favorable rate. It has stained our credit report. We are the Americans who are keeping the economy going during these times yet we were treated like yesterdays dirty laundry. We are very saddened to say we feel this bank is mishandling this pandemic and aiding the economy from moving forward. Please assist us
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28409
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was behind in my payments, I called and got the amount due. Made the full payment in XX/XX/XXXX and brought it up to date, so I thought. I called in XX/XX/XXXX to see if I had a payment due. I was told no payment was due. In XXXX, I made two payments for XXXX and XXXX and was then told I had a late fee from XXXX, This company charged me XXXX for the appraisal fee for two months when the account was up to date. This company charges a XXXX appraisal fee when you're late with your payment, but for that month I was not late. When I asked, I was told that they dot pick the time that the company goes out and do the appraisal. I was told that they did one in XXXX but I paid up in XXXX. The work said I paid at the end of XXXX and the company had already went out. The fee was for XXXX and XXXX, which again makes no sense. Now that I went in a forbearance for the hardship that I experience for the Corvid 19. I again asked that that fee be removed. I also trying to get the missed payment added to the end of my loan, but they are saying that for Va loans that not an option. I don't believe that our government will not help their veterans. I
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently on a forbearance plan with Shellpoint Mortgage Servicing. On XX/XX/2020 they took a payment out of my checking account for the amount of {$1300.00}. According to the forbearance conditions they are not supposed to pull payments unless I set them up. My wife contacted them and was told they would return the funds no later than the XX/XX/2020, which they have not done. They also discribed that they would not be returning the full amount. I have tried to contact them multiple times to get my funds returned and now the customer service line disconnects me whenever I ask to speak to a representative. There have been multiple occasions where I have tried to contact this company and they hang up on me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 836XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a forebarance for the months of XXXX, XXXX and XXXX but my loan servicer still put through a {$510.00} payment which caused our checking account to become negative in the amount of {$650.00} including overdraft fees, the put it thru on XXXX the XXXX and it is now XX/XX/XXXX, I have asked them to put the payment of {$510.00} back into the checking account but they have not up unto to his point!! Please help me resoulve this problem. My phone number is XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19973
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to straighten this out since XXXX. Homeowner insurance and flood insurance was obtained by NewRez in error. Money has been taken out the escrow account and paid to insurance company. I was told that the issue would be resolved within 48 hours first on XX/XX/XXXX and most recently on XX/XX/XXXX and as of today still no resolution. NewRez sent letter requesting proof of insurance in XXXX. We provided proof of insurance 3 times ( once by fax XX/XX/XXXX and 2X via email ). XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX. It has been confirmed that this proof was received. And this problem is still unresolved. Homeowners and Flood insurance was obtained by lender in error as we already had insurance ( liability insurance - house was demolished after superstorm XXXX also provided proof of this ) and provided them proof. Money was taken out of our escrow on XX/XX/XXXX {$730.00} and {$78.00} and again on XX/XX/XXXX {$140.00} & {$14.00}. I rec 'd letter form NewRez stating that insurance was canceled on XX/XX/XXXX. This money needs to be refunded. There is one more payment due on this loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid my own insurance on my home it was XXXX with an escrow account then they sold my account to shell point mortgage servicing. I paid twice for the same insurance policy. I talk to a man at shellpoint mortgage servicing in escrow account dept. I email a copy of my paid insurance policy of $ XXXX I send my house payments they take out for the escrow of {$36.00} & my policy is paid up. I didnt get nothing from XXXX telling me they had sold my account to shellpoint.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There are two lenders involved in my complaint. I had a HELOC loan with XXXX bank that sold my loan to Shellpoint Mortgage Servicing back in XXXX of this year. This loan was actually converted to a long term loan many months earlier and we no longer have the ability to draw on that loan according to our agreement. Before even making our first payment with our new loan servicer they reached out to us looking for the first payment in XXXX. I explained XXXX 's payment was made with the first loan servicer and we have sent them proof of that payment. Each month we pay the same amount to them as we did our previous loan despite requests for different payment amounts each month, asking for mostly smaller amounts. We have made several attempts to provide XXXX with documentation that this payment was made and that we were current as of the date of the loan being sold. The original servicer has provided us with the documentation but is unwilling to contact the second directly each time telling us they can't contact them anymore and to give them a new document proving we have paid. Each time I call the new servicer they humiliate me reminding me I am late and this is an attempt to collect a debt. One lender selling a loan to the next shouldn't be my problem to fix as the problem was created in the sale of the loan. I feel I'm running out of options but certainly don't want to pay another payment to them that we don't owe them. This practice can't be acceptable and I'm asking for help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55025
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was tranfered from XXXX to NEWREZ in XXXX. XXXX was supppose to send a letter about my escrow balance of {$4000.00} in late XXXX. I never revieved it. I contacted NEWREZ in XXXX to verify the fund and they emailed me the same letter and told me they would investigate. In the mean time they are charging me forthey shortage. I have contacted them several time in the past few months to resolve the issue and everytime they tell me it will be escalated. I have talk to customer service reps and their supervisors. The escrow department can not be contacted directly by customers. I have been told it would be investigated several time but still no resolution. A few of the people that Have have talked to are XXXX, XXXX XXXX, and most recently today ( XXXX ) was XXXX XXXX. Again I have been in constant contact onece a week or more since XXXX about this. 2 weeks ago I was told and check would be sent out which I did not recieve. I called again onXX/XX/2020 and the told me that it is be investigated again. Today just talked to XXXX XXXX and she that they was no one available to revolve it at this time. PLEASE in need assitance on this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77532
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I have been held up in underwriting now due to the way Shellpoint has reported the mortgage. Why is this loan reporting as in forebearance? It was removed I have had to call up and email about this multiple times in the last few weeks. This is against the law
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 961XX
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A