Date Received: 2020-07-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Shellpoint Mortgage ( Newrez ) is not following through with my successor in interest request. First submission was in XX/XX/2020 for assumption process. They forced me to try for a loan modification and then a forbearance. Im not interested in either. After opting out of loan modification, there has been zero communication on their part. They say to resubmit yall documents. One rep will say Im listed as secondary note holder while another says Im not on the note nor can they discuss the successor in interest.
Company Response: Company believes the complaint is the result of a misunderstanding
State: AZ
Zip: 86001
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear CFPB, I am reaching out to you because 3 months ago when the pandemic started i was affected financially. at that time i reached out to my my mortgage company ( shellpoint mortgage ) for help to lower my monthly payment since my income was affected. after 3 months under review shell point mortgage denied my loan modification application because i didn't deserve a loan modification since i was not enough behind on my payments and therefore i didn't deserve the loan modification. Now i come to find out that even though my payments were on time shellpoint mortgage has charged me {$800.00} in late fees and home appraisals that i never ordered. I called to speak to manager who can help me clarify those invalid fees and every time i speak to representative they keep telling me no manager/supervisor is available and they wont back until the end of the year. please help me since i struggled keeping my mortgage payments on time and its not fair shell point mortgage is taking advantage of me and my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90703
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I had a mortgage with Shellpoint mortgage. I have never been late with any of my mortgage payments. I am in the process of closing on my home next week. I have been getting the run around from Shellpoint for over 30 days. They have agreed they made a mistake with the information they shared with the credit bureaus of me being 120 days past due on XX/XX/20. My wife and I were approved for a new home and now we can't get credit approval with this latest info.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32208
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez/Shellpoint has a loss draft escrow account for my property for an insurance repair. The repair is recently completed and all documents needed for the final disbursement from this account were submitted and acknowledged by them on XX/XX/XXXX. I've made multiple calls inquiring as to the status of the disbursement and the funds have not been released as of XX/XX/XXXX. Customer service states that they can not have someone contact me, can not expedite the process, and their process is to submit the request to the back office, whereby I have to wait and call back and check the status in XXXX business days. Subsequent calls after XXXX days result in repeat of previous ( submit a request, call back in XXXX days ) which results in no action. Multiple times have been told by customer service that the request has been submitted to release the remaining repair escrow funds. Call with customer service on XX/XX/XXXX stated that Newrez/Shellpoint would send the check out within XXXX hours and to call back for the status. Call on XX/XX/XXXX Newrez/Shellpoint stated that the check was not sent out, I requested that it be sent out that day and overnighted, company said to call back the next day for the tracking number. Call today ( XX/XX/XXXX ) customer rep says that check has not been sent out and is still being processed. Multiple calls to try to resolve this : XX/XX/XXXX, XXXX XXXX Each time Newrez/Shellpoint indicates a check will be issued, but fails to do so. At this point due to their delays I run the risk of financial penalties due to the delayed release of funds from the escrow account. It is now XXXX weeks after they have received the paperwork needed for them to process the disbursement.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 93312
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i submitteted a complaint but they told me that it was an inquiry instead of a complaint. i now want to submit a complaint. the ten loan servicers i have had over the last 15 years have refused to give me credit for the money i have paid over that time period.I need proof of what iowe. the dates the money was posted to my account. plus i need proof of my payments that was APPLIED to my account because XXXX dollars was posted but never applied. also XXXX was paid through bankruptcy from XX/XX/XXXX to XXXX XX/XX/XXXX i sent them XXXX to cover the rest of the XXXX i owed in arrears. that wasnt applied. i already sent them my proof. Now i want them to send me proof of what i owe because my account history i got from them says i owe XXXX but they say i owe them XXXXCan i please have proof of the XXXX they say i owe? The original loan was for XXXX ... how could this be. I already submitted my proof.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 701XX
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Purchased the property using NON QM XX/XX/2020 1st payment due XX/XX/2020. During that time frame my XXXX XXXX XXXX crashed due to Covid-19. I requested a forbearance. It was an argument from the start and I was threatened that I would have to pay it all up from after 3 months. I opted to take my chances. I was in forbearance XXXX, XXXX and XXXX. XX/XX/XXXX I received a call from Shellpoint ( my servicer ) asking about my financial situation and if i need forbearance for XXXX, I said yes I do, they said ok you are extended or XXXX and that they would receive a call every month to extend it if necessary. Received a call from Shellpoint today and they said I am late on my payment, not in forbearance and forbearance was not approved for XXXX and they need bank statements and a hardship letter for approval. Apparently every month I will have to do this. The original point of contact has not responded to any emails, voicemails or phone calls one time in the last 3 months. I called to complain and was recently assigned a new contact but was not given her contact information yet. She called and said she would email me her contact information and the documents needed for extension approval but nothing received as of yet. I read Covid forbearance guidelines and they state a home owner is eligible for 180 days and then another 180 days up to 12 months with no documentation required. Shellpoint says otherwise. Please advise.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85395
Submitted Via: Web
Date Sent: 2020-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have submitted a dispute with XXXX, this company got my information, I never provided consent for any information or have had an account with them. On numerous times Ive spoken to them and they have refused to provide any details. Now they have reported collection to credit agencies for the amounts of XXXX that is owed and claim 180 days past due. I have never applied for credit for this mortgage as well. No record found.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85225
Submitted Via: Web
Date Sent: 2020-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I requested information regarding forbearance from NewRez, but did not opt to participate in the forbearance program and have paid all mortgage payments in full and when due. I was surprised to receive a letter from NewRex approving my husband and I for the program in XXXX. I later learned that NewRez placed a comment regarding relief due to natural disaster on my credit report ( and likely on my husband 's as well ) even though we have continued to pay our mortgage on time and in full every month. Given that we did not actually request to participate in the program and have not availed ourselves of the benefit offered, we think it is inappropriate to have any indication regarding natural disaster relief on our credit reports. While not a " derogatory mark '' it could be confusing for future lenders and adversely impact our ability to obtain credit. I requested this information to be removed on XX/XX/20 over the phone and via email. I inquired with NewRez about refinancing on XX/XX/20 and was told that they could not generate a loan because of a forbearance on the account. I emailed and called to clarify that this is inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2020-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint about NEW REZ On XX/XX/2020 I was contacted by a representative of NEW REZ who informed me that they had not received a mortgage payment from me for XX/XX/2020. She wanted to find out if I wanted to go ahead and process the payment and I told her no, because it should already have been sent. After speaking with the representative, I checked my XXXX XXXX XXXX account and I saw that {$2000.00} was sent on XX/XX/2020. I then contacted XXXX XXXX XXXX to get more details about the transaction. I called NEW REZ to tell them that {$2000.00} is shown as being debited from my account and I was trying to find out where it was sent. The agent I spoke with then informed me that they had in fact received the {$2000.00} payment but it was not applied because it was shot {$57.00} as per internal policy. I told her that I was in agreement with this policy. We are currently in a PANDEMIC where over 48 MILLION Americans have filed for unemployment in just 15 weeks!! I then informed her that it was actually my XX/XX/2020 mortgage payment and it was short because of an error on my part. Since my insurance goes up each year, I usually have to increase the amount sent. She then told me that it was the final day before late fees are applied, so I went through the process with her of paying the remaining {$57.00}. She then indicated that she was sending an email to billing to let them know what happened. She assured me that situation had been resolved and it should be reflected on my account in short order. I also got three ( 3 ) emails from NEW REZ that my payment was received on XX/XX/2020 at XXXX XXXX saying ; Email # 1 received at XXXX XXXX Hello XXXX XXXX XXXX, We've successfully processed a request to update your payment information. If this request was not prompted by you, please contact our Customer Service Team immediately by email at XXXX or call us at XXXX. Sincerely, NewRez Customer Service Team Email # 2 received at XXXX XXXX Hello XXXX XXXX XXXX, We've received your payment of {$57.00}. Your confirmation number is XXXX. Please allow up to 2 business days to process this transaction. No action is needed on your part at this time. You'll receive a follow-up email as well as written notification once this payment is posted. If this request was not prompted by you, please contact our Customer Service Team immediately by email at XXXX or call us at XXXX. Sincerely, NewRez Customer Service Team Email # 3 received at XXXX XXXX Dear XXXX XXXX XXXX : Regarding Loan Number : XXXX Please note : As of today, we have no record of receiving your mortgage payment. Please make your payment as soon as possible. We offer several ways to pay : Online. Log onto our secure website, myloan.newrez.com, and sign in to your account. If you haven't yet created an online account, click the " Register New Account '' option and follow the on-screen instructions and prompts. By Phone. Dial XXXX and follow the voice prompts to pay online, " 24/7 ''. Sincerely, Customer Care Team I did not call NEW REZ again because, IN GOOD FAITH, I trusted that they would stick to their word!. On XX/XX/2020 I got another email with the following message : Email # 4 received XX/XX/2020 Hello XXXX XXXX XXXX, Your payment of {$57.00} has posted. Your confirmation number is XXXX. Please allow 2 business days to process this transaction. No action is needed on your part at this time. you'll receive a follow-up email as well as written notification once this payment is posted. If this request was not prompted by you, please contact our Customer Service Team immediately by email at XXXX or call us at XXXX. Sincerely, NewRez Customer Service Team On Friday XX/XX/2020 at XXXX XXXX, I was contacted by another representative from NEW REZ who informed me that my mortgage payment was in arrears. I told her that I had called and resolved this issue on XX/XX/2020. Needless to say, I was a bit upset about this and expressed this to the representative. On XX/XX/2020 I sent a complaint via the NEW REZ website portal. On Monday XX/XX/2020 I called NEW REZ again. I spoke with another representative who informed me that the only information/note she could see on my file was the complaint that was filed on XX/XX/2020. She also indicated that based on my complaint, they were investigating and the issue should be resolved by XX/XX/2020. It is now XX/XX/2020 and the issue has not been resolved. In fact, I received a letter ( REF XXXX XXXX XXXX ) via post from NEW REZ that I was in arrears. I tried calling NEW REZ on XX/XX/2020 and on XX/XX/2020 but I could not get through to a representative. Needless to say, I have never had a good relationship with NEW REZ. I think that this company has very horrible policies that will inevitably put a strain on customer relations. That said, I have decided to file a complaint with the Consumer Financial Protection Bureau ( CFPB ). Hopefully this will get their attention so that they will take the necessary steps to correct the errors and apply my payments as indicated. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2020-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020 I contacted my mortgage company ( NewRez ) to inquire about stipulations & terms of CARES act forbearance policies. I was not given answers that satisfied my questions about terms of repayment. I was told that I would be contacted and provided more detailed information. I continued to pay my mortgage, uninterrupted and did not see any indication of forbearance on my monthly statements nor on the online servicing portal. On XX/XX/2020 I was inquiring with another entity about refinancing my mortgage. I was told that my loan was in forbearance. I was shocked and then became outraged that NewRez had taken the liberty to alter the terms and conditions of my loan without my informed consent. I contacted NewRez and asked how this could happen without my informed consent. Their response was that it was done automatically simply because I had inquired about it back in XXXX. This particular NewRez consumer finance practice seems highly irresponsible and probably illegal. During my XX/XX/XXXX call, I was told the forbearance would be removed on that day. I am currently awaiting verification of that. I would like to know what my consumer rights are when terms and conditions are altered in this way.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A