Date Received: 2020-06-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is in relation to claim XXXX and a response also submitted on XX/XX/XXXX. Shellpoint continues to change the date of when they think a payment was missed. Their latest claim was the account has been delinquent since XX/XX/XXXX. Due to time needed to get old records from the bank, records were sent to them ( and attached here ) on XX/XX/XXXX illustrating payments made back to XX/XX/XXXX and no evidence of a missed payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60612
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez appears to have made appropriate disclosure with CFPB that issue is still has not been resolved and we as consumer is at fault. Attached is NewRez e-mail announcement that the problem was resolved on XX/XX/2020. Previous complaint reference no. XXXX - XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2020-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with NewRez for a newly purchased home. Myself and my insurance agent have both provided my insurance policy information to them. I have tried writing to them and requested they correct their records to reflect my homeowners insurance. NewRez has yet to update their records and are now attempting to charge me for a policy that they took out to insure my home. They keep sending me letters advising I don't have insurance on my house, when I in fact do. I'm not sure what else I can do as my insurance and myself have provided the information to them and they still fail to update the information on there side. I feel as if they are intentionally not doing so. I believe they may get a quick back from the insurance company they use and therefore are intentionally trying to charge me and are not operating in good faith.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21037
Submitted Via: Web
Date Sent: 2020-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-27
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: on XX/XX/XXXX I received a notification from my XXXX Credit Bureau that New Rez llc d/b/a Shellpoint mortgage services reported on my credit that I have a delinquent mortgage loan account. on XX/XX/XXXX I received a notification from my XXXX Credit Bureau that New Rez llc d/b/a Shellpoint mortgage services reported on my credit that I have a delinquent mortgage loan account. on on XX/XX/XXXX I received a notification from my XXXX Credit Bureau that New Rez llc d/b/a Shellpoint mortgage services reported on my credit that I have a delinquent mortgage loan account. I contacted XXXX on XX/XX/XXXX and they advised that Shellpoint Mortgage reported that 1st Delinquency XX/XX/XXXX, which per FCRA and FDCPA it will remain 7 years after reporting of 1st delinquency till XX/XX/XXXX. This account is an old account, it is delinquent and 1st Delinquency date is XX/XX/XXXX. Also this Account was filed in court and dismissed. The court documents filed shows that 1st Delinquency was XX/XX/XXXX. I disputed all credit bureau reports, I explained what I noted above, the results came from Shellpoint Mortgage services with barely no change. They did not remove it from my report I sent a letter to Shellpoint Mortgage Services explaining the same. No response. However they updated my reports as I noted above. They are in violation of the FCRA and FDCPA. It is affecting my life and my credit worthiness. I have a score of XXXX average before this inaccurate reporting by Shellpoint and now I have XXXX average.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2020-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted NewRez, LLC, about obtaining a temporary deferment of my mortgage payments. I was told by the gentleman I talked to that my FHA loan with their company did not qualify. According to the FCPB website, it does- " You are entitled to mortgage forbearance if you have a federally or GSE-backed mortgage and you are experiencing financial hardship due, directly or indirectly, to the coronavirus national emergency. '' They have no knowledge of what I am experiencing because they didn't ask any questions to see if I do qualify under the FCPB guidelines. It is one thing to deny me based on my circumstances and another to just ignore the request. I mentioned that my loan does in fact qualify but that fell on death ears. I also mentioned that according to your website repayment of the deferred amount can be done in 3 ways. One of which the total amount can be added to the end of the loan. The gentleman I talked to said he could not answer that until I was in a forbearance situation. He indicated that most likely, the amount due would be due and payable once the deferment period is over. If a person is struggling now, how do they expect repayment after the deferment period? In my opinion, NewRez is only concerned about their interests and they want their money immediately. This does not help is this situation. If this is the way they conduct business, heaven help those who participated in their program because they stand a chance of loosing their home for non payment or at least have their credit ruined forcing them to stay with NewRez. ( At the bottom of the mortgage statement it indicates that temporary assistance may be available. )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My morgage lender has changed lender companies 3 times. XXXX XXXX XXXX and now newrez. I've been trying to call the company now for 2 months and they never answer. Initially I called to inquire about a forbearance plan due to covid. I said I was interested but needed more information before accepting being placed on it. They said they would call but they never did and they send a letter instead stating I was on a forbearance plan. I want to ask question as the form can not answer my questions. They also sent me a tax form stating I owe more than 2500 and that it is delinquent. This was a tax that they where supposed to send me the first year of my mortgage and they just sent it now the 4th year stating It is delinquent. They never sent an initial paper or I was never informed about it by letter or in person. The letter states I can make a payment plan but how can I when they dont answer my calls at all. It's been two months. Prior to not answering they answered me but could not provide me with adequate information regarding the forbarance plan. I believe I have the right to ask questions before they put me on any plan without me giving the okay or signing. They have also changed my home insurance without my signature and sent me a letter to sign without any information stating my insurance provider was going to be changed. It was after various calls I was able to find out they changed it without my permission and I requested I wanted to change it back because it was less money than the one they tried changing me to. In addition, they have sent me refinancing paperwork that gives false information about my current mortgage and the future mortgage " reduction '' I will get. I made calculation with the help of an accountant and I would end up paying more of i refinance. Their advertisement about refinancing is deceiving. I just want them to answer my calls and answer my question so that I can work something out with them but it seems impossible to do so. I really believe that they are doing fraudulent activity because my last year statement are not on the website to download like they should be and their website does not give me proper information about my loan. It only has statements of XXXX year.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90002
Submitted Via: Web
Date Sent: 2020-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX Initial complaint filed over the phone. NewRez/Shellpoint is incumbering property tax and insurance payments from my checking account for my mortgage property located at XXXX XXXX XXXX XXXX # XXXX, XXXX CA. They are not paying my taxes promptly. This mortgage financing company is fraudulently taking insurance payments from my checking account when they clearly know I have purchased property insurance already. I would say they are embezzling my funds. Now they are trying to increase my monthly payment by {$400.00} because of an increase in insurance payments. This is fraud. They knew I had property insurance already yet they continue to take money from me for property insurance. I want them to stop taking money our of my account for property taxes and insurance effective immediately. I also want to be reimbursed for the unnecessary payments I made to their company.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage was taken over by NewRez in XX/XX/XXXX. I have no escrow account as I pay my taxes and insurance myself. In XX/XX/XXXX, I switched insurance companies. NewRez asked for the new policy info. It was provided to them by the insurance agent but they showed no record so we resubmitted it in XXXX and they acknowledged receipt. In XX/XX/XXXX, I received correspondence stating that they are creating an escrow account for lender-placed insurance due to their records showing no insurance. I figured they were behind in updating their records so I waited another couple of months. I received another notice in XXXX and decided to send them an email on XX/XX/XXXX asking them to re-check their records because the policy info had already been submitted twice. In XX/XX/XXXX, I started receiving letters stating my mortgage payments were past due. I have my payments set up via billpay for the bank to automatically pay every month. I double checked my account and saw the payments were still going out on time as scheduled. I called NewRez on XX/XX/XXXX and had the rep verify that payment was received. He confirmed it and also showed that I make my own insurance payments. I hung up feeling like I finally got resolution. In XX/XX/XXXX, I received a letter stating that we are behind on our mortgage payments and credit bureaus have been notified of my and my husband 's non-payments. Letter also mentioned they will begin foreclosure. Upon receipt of the letter, I emailed XXXX ( mortgage servicer ) asking for an explanation. I contacted the Consumer Federal Protection to file a report. This requires NewRez to respond. In their response, they explained they did not have proof of insurance from XX/XX/XXXX - this was when they took over my mortgage from another company and should have received that info from the previous mortgage company. They also explained the reason my mortgage payments are not current is because they have been applying my payments to the lender placed policy ( which costs {$8300.00} per year ) they started for me. They asked that I send proof of insurance from XX/XX/XXXX to XXXX which I did immediately and also asked for confirmation that my records are updated. I received no response. In XX/XX/XXXX, I received a statement saying my loan is in default due to no payment. I called to find out about the insurance docs I sent and they explained that I should have sent docs to XXXX and that I should call back in a couple days for confirmation of receipt. I called back in a couple days and was told I need to wait for a letter. Clearly NewRez and the mortgage servicer Shellpoint Mortgage are not in sync with their accounts or communications. I will be filing another complaint with the Consumer Federal Protection Bureau.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: during the time this company was still assuming mtg servicing from XXXX, i called around end of XXXX or begin XXXX, and was told by one of their reps ( shellpoint ) that i had a grace period to make XXXX XXXX payment and that there would be no consequence if it was late, as it was taking them too long to transfer. Despite being told this, and the call being recorded ( supposedly ), my XXXX payment was reported 30 days late, and i have been unable to get them to correct, despite the facts and i having a case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Trying to refinance primary mortgage. We have requested demands on at least seven different occasions and the servicing company will not send a demand therefore I can not refinance to a lower interest rate I am near my the end of my rate lock. I need assistance getting the demand from the servicer, I have tried elevated requests to no avail.
Company Response:
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A