Date Received: 2020-05-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We applied for mortgage forbearance due to COVID 19 with NewRez mortgage ( Shellpoint mortgage ). On their website they list one of the options of having the payments added at the end of the mortgage loan. We were approved for forbearance, but when we called them NewRez mortgage, a.k.a Shellpoint mortgage, told us we will have a balloon payment at the end of 3 months and then we can apply for a loan modification ( no guaranteed approval ). And NewRez stated we can not add the missed payments to the end of the loan. We were lied to and completely mislead. We have a government back loan with XXXX XXXX. A balloon payment will not help us nor anyone us in this situation. And only 3 months is noting enough time, should be 6 months as stated in the CARES Act. We do not want a loan modification. We want our payments put on the back end of our loan. Thats not hard to do and NewRez/Shellpoint mortgage is being difficult and misleading many consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28079
Submitted Via: Web
Date Sent: 2020-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Loan Servicer is Shellpoint Mortgage Servicing Owner of Loan is XXXX XXXX XXXX - XXXX On XX/XX/2020 I received a written assurance from the loan servicer that " You have been approved for a Forbearance Plan and should receive written notification in the mail within 7-10 business days regarding the specific details of your approved 3 month plan. '' ( Note : 7-10 business days from XX/XX/2020 would be from XX/XX/XXXX to XX/XX/2020 ). On XX/XX/2020 I received a second assurance by email from the loan servicer that I had been approved for such a forbearance plan. The email stated : " Based on a careful review of the information you provided to us, you have been approved for a Forbearance Plan. A Forbearance Plan is a temporary suspension of your mortgage payments intended to allow you the time and flexibility to manage the financial challenges affecting your ability to pay your mortgage. Forbearance Plan Your monthly mortgage amount of {$25000.00} has been placed on a temporary forbearance for a period of 3 months. That means that starting on XX/XX/2020 and for the next 3 months YOU WILL NOT BE PENALIZED WITH A LATE PAYMENT CHARGE OR WITH NEGATIVE CREDIT REPORTING IF YOU MISS A MORTGAGE PAYMENT. '' I was grateful to receive the approval of the Forbearance Plan and I was waiting to receive the " specific details of your approved 3 month plan '', when I received another letter from the lender, dated XX/XX/2020 which ( erroneously ) stated : " This notice is to confirm that you have declined the COVID-10 [ sic ] Forbearance Plan assistance program. We have removed the Forbearance Plan from your loan. Please be advised that we will continue to service your loan in accordance with all applicable State and Federal laws. '' I never declined such Forbearance Plan assistance program, nor had I communicated in any way with the lender my intention to do so. Rather, I had applied for it, was happy I was approved for it and was awaiting further " specific details of your approved 3 month plan '', when I received such XX/XX/2020 letter notifying me that my approval had been withdrawn ( for no stated apparent reason ). Then I received an alert, that, despite the lender 's assurance that there would be no negative credit reports during the pendency of the three month forbearance period commencing on XX/XX/2020, the lender did make negative credit reports against my credit during such period ( on or about XX/XX/2020 ). I made numerous attempts to reach my single point of contact, as well as the escalations department and the loss mitigation department of the loan servicer to get them to place the loan back in the forbearance plan ( from which it should never have been removed ), and to delete the negative trade lines on my credit. I received no responses. Despite several emails and telephone messages to my single point of contact, he has also never responded to me, in violation of California HBOR Civil Code Section 2923.7. Likewise, neither the loan servicer nor the owner of the loan have responded to any of my RESPA Qualified Written Requests or Billing Error Notices under 12 USC 2605, nor have they corrected the credit during the 60 day dispute period ( 12 USC 2605 ( e ) ( 3 ) ), or, indeed, at all. I have applied for SBA Covid 19 Relief that is being placed in jeopardy by the erroneous negative credit reports that should not have been made during the Forbearance Period under the Forbearance Plan, which, in turn, should never have been unilaterally, and without stated reason, terminated by the loan servicer on XX/XX/2020, only one week after it had been approved for a 3 month period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90024
Submitted Via: Web
Date Sent: 2020-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Week of XXXX XXXX I called NEWREZ, my mortgagee handling company about unpaid mortgage insurance to company called XXXX XXXX XXXX. Insurance payment was due on XX/XX/2020 for XXXX . Long story short, after spending 15 plus hours on the phone waiting and arguing about it not being paid, the company basically said the check was mailed XX/XX/2020 and was still outstanding and there was nothing they could do. I told them to cancel the check and I would pay it myself once my escrow was refunded. They told me there was no guarantee that they would cancel the check but would try. I called my third party representative to the insurance company, XXXX XXXX XXXX, and talked to a person XXXX about what to do. She told me that I would have a lapse in coverage if I paid the insurance because the banks get a grace period of 45 days and I do not. SO I called NEWREZ back and they told me they cancelled the check. I checked my account and they still never refunded my escrow. I basically told them that they were going to send out another check and pay the insurance. After a lot of arguing they finally said they would mail the check on XX/XX/2020. Now here I am XX/XX/2020 and the insurance company still doesn't have my escrow money. NEWREZ keep dropping my calls on purpose now or their phone system is just that XXXX. So to rap this up, I have a missing money in my escrow of XXXX XXXX my insurance still hasn't been paid, and I cant refinance my current mortgage because I cant put my new mortgage company name on the insurance till they get paid. I'm pretty sure they took my money and spend it on XXXX and they can't pay anyways. I'm about to file a police report about the felony levels of theft but wanted to try the CFPB first. Thanks for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We purchased a home using a VA loan from XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. At the time of purchase, we were only required to have hazard insurance. We even have disclosures indicating that no other insurance was required. Seeing that we live near XXXX Texas, we thought it prudent to have flood insurance so we purchased that as well. Around XX/XX/XXXX, we received a letter from XXXX that the loan as to be transferred to NewRex LLC DBA Shellpoint Mortgage Servicing ( NR ). Shortly after we received our " welcome package '' from NewRes with a letter telling us about the transfer and where we could submit our next payments. There were no other indicators that anything we amiss with our mortgage. Nearly a week after XX/XX/XXXX, we received a letter from NR indicating that they did not have a current copy of our homeowners ' insurance. We immediately complied by sending them proof of our coverage. Shortly after XX/XX/XXXX, we received another letter indicating that they did not have proof of our flood insurance. Mind you this was not required when we purchased the home, nevertheless, we had it anyway so again we submitted proof of coverage immediately. About 2 weeks after XX/XX/XXXX, we received yet another letter indicating that we did not have wind insurance ; and again, it was never required and in this instance, we never purchased it. I received the letter sometime at the beginning of XXXX and at that point, COVID-19 was in full swing. It was increasingly difficult to reach anyone on the phone at NR to question why all of a sudden we were required to have wind insurance when there were no indicators that this was a requirement previously. I called non-stop and email incessantly but was not able to connect with anyone. towards the end of XXXX, after I received our 2nd notice related to the lack of wind insurance, I bit the bullet and purchased it opting to fight with NR about it later. Today, XX/XX/XXXX, I received yet another letter from NR ( dated XX/XX/XXXX ) that since I did not provide proof of coverage that they purchased it for me, back-dated it to XX/XX/XXXX, and billed me more than 3 times the cost of the coverage I had purchased for the property. We sent the proof of coverage about a week before this letter was generated as still they are trying to hold us liable for coverage backdated to a point when we had no idea we were even supposed to have it. They never notified us back in XXXX that this was even a requirement and now are trying to make us pay for their mistake. The prorated amount they are demanding we pay is more than the entire annual payment of our current insurance premium.
Company Response:
State: TX
Zip: 77581
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am currently in the process of a refinance on my 1st mortgage and Shellpoint Mortgage is my 2nd lien holder. They have been notified by my lender as of XX/XX/XXXX to send subordination instructions. Again on XX/XX/XXXX, XXXX, XXXX and XX/XX/XXXX. We have the correct contact person at Shellpoint Mrs. XXXX at XXXX XXXX, we have the correct email address XXXX but no one will call my lender for the simple subordination instructions. They have told us it will take 30 days after they receive the package from my lender but we can not send a package without instructions. I have spent too much time ( hours ) on hold over the last few weeks trying to assist my lender ( they have too ) and it's to the point I have to file a formal complaint.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30306
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying, for the last one and half years with no success, to remove the private mortgage insurance ( PMI ) which I qualify under federal, state and investor requirements. When we last spoke to the mortgage company we were told, since an appraisal fee of {$150.00} was not paid on time, the request has been canceled. But we were never notified to pay that amount to begin with despite their claim a voice mail message was left in regards to that. Also a late fee was assessed on XX/XX/2018. I was hospitalized over 3 weeks for XXXX XXXX ( aka XXXX ) during that time and was unable to pay monthly mortgage on time. I provided documentation to that effect and requested that the late fee be removed numerous times, to no avail. This is despite I had paid my payment on time every month on time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70058
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently received an intent to accelerate a foreclosure on my home. Back on XX/XX/XXXX last year I called the FHA loan servicer I had at the time ( XXXX ) and spoke with a loan officer on the phone to find out what it would take to get my XXXX payment paid. She told me on the phone XXXX is what I needed to pay to complete my XXXX payment as my XXXX file shows I had XXXX in suspense funds on XX/XX/XXXX. In good faith to complete my XXXX payment I paid XXXX on the phone with the XXXX loan officer for my XXXX payment to be completed on XX/XX/XXXX as my bank records show. XXXX did not apply this to my account as agreed would happen. I have then sent every payment I have made on this FHA loan account specified as payments on my check memo lines. My records show I mailed XXXX a letter on XX/XX/XXXX notifing them that their statement balance is not correct and my account record needs to be corrected. I then ceritified mailed another attempt to XXXX for this to happen on XXXX and also stated a cease and desist on incorrect negative reporting on my credit report needed to happen and they needed to correct my file to show what my bank records confirm I paid. Several days after I sent this letter I received notification a company called New Rez/Shellpoint Mortgage Servicing was now servicing my loan and my records confirm I emailed them on XX/XX/XXXX and again on XX/XX/XXXX once I they sent me their policy of charges that I don't agree with as they are higher than my original lender loan terms. Both emails were ignored as same with my XXXX letters I mailed. The error on this account is from the XXXX loan officer not processing my suspense funds on my payment account as agreed. My records show my XXXX and XXXX was paid on time then Covid-19 hit and my XXXX was sent certified mail as my records show was sent XXXX, XXXX, XXXX with a late fee included on check number XXXX and another check XXXX was also enclosed in this envelope for XXXX to be applied to XXXX suspense funds as a parcial payment as my memo line specifies. My records also show I sent certified mail on XXXX check XXXX for XXXX to complete the remainder of XXXX with late fee included and check XXXX for XXXX with late fee included in the same envelope. I have also sent certified mail check XXXX on XX/XX/XXXX for a XXXX payment prior to the late fee cutoff on the XXXX so this was made for regular mortgage amount. I am being harrassed with accelerated foreclosure paperwork being sent to my house even during this National Emergency and I am being harrassed to pay money I have already paid for this account to be up-to-date and current as my records clearly show along with certified mail documents. I have also had my homeowner 's insurance policy to cancel because the insurance department with New Rez/Shellpoint Mortgage Servicing did not pay my funds from my escrow account prior to the policy termination date. My records confirm my insurance company sent XXXX and it's affiliates a policy due notification out on XXXX. I have documentation that confirms my calls to the insurance department of New Rez/Shellpoint Mortgage Servicing 7 days prior to policy termination and my attorney also contacted them on the ninth for an immediate payment to be submitted and bogus tracking numbers was given as my insurance company had no choice but to terminate the policy because the tracking number provided to my attorney was no good. My records will show my insurance company sent me an insurance termination letter dated XXXX as my funds from escrow account was not submitted to them on their original notification date of XXXX that was not taken care of. So my question is what is so hard for a mortgage servicer to go and look at the same records on my account I have and move the money I paid back on XX/XX/XXXX last year and apply it to my payments as I was told by the XXXX loan officer on the phone would make my XXXX payment on time and actually a few days early as my attempt in good faith was to do upon my call to the XXXX servicer and correct this account and stop trying to ask me to double pay? Is it also not too much to ask for a mortgage servicer to pay my insurances and any other items required prior to my policy cancellations? Is it not so much to ask to not be harrassed for double payments to be submitted during an already troubling National Emergency and getting threats for an accelerated foreclosure when my records and the XXXX records show the XXXX in suspense funds and my XXXX payment I made on the phone with the loan officer so this situation would not be happening? My file of documentation is very thick on this situation and I have all the documents to show everything I have stated is the absolute truth. Will you please put a stop to this servicer doing any forclosure on my property and have them correct the file to show my payments I have made. I already have XXXX and dealing with XXXX stuff in difficult times is uncalled for when all people have to do is their jobs and we wouldn't have these problems.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 270XX
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a Veteran. I have a VA loan, serviced by Shellpoint. The CARES ACT allows for Veterans to ask for Forbearance. The details are outlined here : https : //www.benefits.va.gov/HOMELOANS/documents/circulars/26_20_12.pdf I requested 180 days of forbearance. The CARES ACT States : 3. Forbearance. The borrower may request an initial forbearance period of up to 180-days, regardless of the borrowers delinquency status. If the borrower makes the attestation discussed above, the servicer must grant the forbearance request, with no additional documentation. This forbearance must be extended, at the borrowers request, for an additional period of up to 180 days. When a borrower contacts the servicer, VA expects the servicer to inform the borrower of the borrowers forbearance rights. The borrower, not the servicer, is entitled to determine the period of the forbearance, subject to the statutory limit of up to 360 days. Shellpoint told me I could only do 90 days forbearance, and then request an additional 90 days. This goes against what the CARES ACT states. The CARES ACT states I can request 180 days, and then after that an additional 180 days. I contacted the VA and they said some servicers were not abiding by the rules of the CARES ACT and that my only remedy in their experience is to contact the CFPB which I am doing. I would like 180 days forbearance. I requested this from my appointed representative from Shellpoint : XXXX XXXX Loss Mitigation Specialist, Shellpoint Mortgage Servicing Hours of Operation : 8am 5pm ( XXXX ) XXXX ( Direct ) ( XXXX ) XXXX ( toll free ) XXXX shellpointmtg.com
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The entire problem began in XX/XX/XXXX. A few months prior, New Rez, a Shellpoint Mortgage Service took over my loan from XXXX XXXX XXXX. My first mortgage payment to New Rez was due XX/XX/XXXX. The mortgage payment was consistent with what I was paying to XXXX XXXX XXXX. In XX/XX/XXXX, I received notification from New Rez that it intended to obtain a lender-placed flood insurance policy for my property. I am a resident of XXXX XXXX XXXX Condominiums and our Condominium Association provides and pays for flood insurance for the entire community and all its residents. At my request, a copy of the Declaration Page of said insurance policy was faxed to New Rez to the fax number provided in the form letter. I spoke to a New Rez employee who verified receipt of said information. On XX/XX/XXXX New Rez sent out a letter of notification that, in fact, New Rez had purchased said lender-placed flood insurance on my behalf. On XX/XX/XXXX XXXX XXXX of XXXX XXXX XXXX XXXX again faxed a copy of the Declaration Page to New Rez. Later that same day, on XX/XX/XXXX I spoke to New Rez employee XXXX XXXX who verified receipt of said documents. I thought that finally, all insurance issues were resolved. But then, my XX/XX/XXXX mortgage bill from New Rez showed an increase of over {$800.00}. I contacted New Rez immediately and spoke to an employee who told me that New Rez took out a Flood Insurance Policy on my behalf and added the payment to my mortgage bill. I went through the entire explanation again with this employee. I was informed that my mortgage bill, along with any escrow monies would be reviewed, and that I would receive a letter within 10-12 business days. When I did not receive said letter, I contacted NewRez again. On XX/XX/XXXX, I spoke to a New Rez employee, XXXX XXXX. He informed me that New Rez had not cancelled the Flood Insurance Policy in my name and the added cost was still included into my mortgage payment. I again went through the issue. XXXX thoroughly reviewed my issues and informed me that New Rez was in receipt of my Flood Insurance information. XXXX informed me he was writing up a ticket and that I would receive an answer from the New Rez Insurance Dept within 10-12 business days. XXXX gave me another phone number/department to contact, which I did. I spoke to XXXX who also informed me that New Rez was unnecessarily charging me for Flood Insurance. XXXX stated that she made all the necessary corrections on her computer- verifying that New Rez was in receipt of my Flood Insurance Policy. In addition, XXXX stated that she sent a notification/analysts of my account to the Mortgage Dept -to fix their information. She stated that I would be receiving a letter within 10-12 business days confirming this. On XX/XX/XXXX, I received notification from NewRez that my mortgage was in arrears. NewRez had applied my XXXX and XXXX mortgage payments to the Flood Insurance Policy ( that I did not need ). For over 10 years, my mortgage payments are sent monthly from my bank account to my mortgage company. I have never missed a payment! On XX/XX/XXXX, I was on the telephone with employees from New Rez for 2 hours and 14 minutes - most of which was being held on-hold. I spoke to XXXX XXXX, XXXX XXXX XXXX XXXX ( would not give me her last name ), XXXX XXXX, and XXXX XXXX or XXXX. XXXX listened to my issues but then told me that she could not help me. I needed to contact the Insurance Department who issued the Flood Insurance policy. She said she did not have a telephone number to give me. I asked to speak to her supervisor XXXX XXXX identified herself as a supervisor and spoke to me next. She too said it was the Insurance Dept who added the Flood Insurance. While XXXX put me on hold, I used by husbands cell phone and was able to reach XXXX XXXX who identified herself as an employee in the Insurance Dept. XXXX stated that the New Rez Insurance Department has nothing at all, no flood insurance policy on my behalf ; that the policy was cancelled back on XX/XX/XXXX after New Rez received all necessary documentation. XXXX XXXX verified that reimbursement was made for the one month policy. XXXX further stated that the money held in escrow is not for flood insurance. I provided this information to XXXX once she took me off hold. XXXX then transferred me to XXXX XXXX who informed me that the money going into escrow account was for Flood Insurance. I asked to speak to XXXX supervisor and I was informed that it is XXXX XXXX. Finally, during a second conversation with XXXX in which I informed her of XXXX specific statements, XXXX agreed to look into things more thoroughly. She told me that she needed to speak to other Departments. She asked me to give her time to delve into the mess. She promised she would call me the next day, the afternoon of XX/XX/XXXX. On XX/XX/XXXX XXXX did call me. She reported that she has requested an expedited analyst of my account. I told her that previously XXXX had said the same thing on XX/XX/XXXX and nothing resulted. XXXX stated that XXXX request of analyst was not allowed because, unbeknownst to her, one was done within that 30 day period and there can not be 2 done in a 30 day period. XXXX then stated that, as we were talking, she fixed the problem retroactively on her computer - so that my mortgage would not show it in arrears. Without going into further detail, XXXX assured me that she would stay on-top-of this issue until it is corrected. in addition, she assured me, that if Credit Approval Agencies are notified that my mortgage is in arrears, that I will have a recourse for all of it to be removed. XXXX asked to give me 3 to 5 more business days to assure that corrections to my account have been made. She agreed to call me once that is done - but no later than Thursday, XX/XX/XXXX. I did not receive a call back from XXXX on XX/XX/XXXX of since. On XX/XX/XXXX, I contacted New Rez and spoke to XXXX XXXX. He informed me that an analyst was completed and all had been corrected. He said I should be receiving a refund for the Flood INSURANCE POLICY THAT I NEVER NEEDED. He stated that New Rez had 30 days to SEND OUT THE CHECK TO ME. I asked to speak to a supervisor and none was available. On XX/XX/XXXX, I telephoned again to New Rez and spoke to XXXX ( XXXX ). He reported that New Rez authorized the amount of {$810.00} ( confirmation # XXXX ) and I should be receiving a check within 30 days. On XX/XX/XXXX, I received correspondence from NEW REZ regarding the XX/XX/XXXX analyses of my account. In this letter there was a non-negotiable check for {$890.00}, indicating that a authorized check of that amount was being processed and sent to me. As of XX/XX/XXXX, I had not received my refund from New Rez. I again telephoned New Rez and spoke to XXXX. She transferred my call to XXXX of Shellpoint Mortgaging Services who said that no such check/monies had been released to me. On XX/XX/XXXX, I again called New Rez again and spoke to XXXX of the XXXX, SC office. It took me almost an hour to explain my situation and for XXXX to research my situation. She stated that some of the notes in my record were inaccurate and that the amount owed me was being sent back to the previous mortgage company ( XXXX )!! She indicated that it is quite clear that New Rez owes me {$890.00}. XXXX wrote up a ticket, TASK 345 and told me to call customer service back in a week to check on its status. On XX/XX/XXXX, I again called New Rez and spoke to XXXX XXXX. She reports that this task has been assigned to XXXX XXXX and that there are no notes regarding the status. Today is XX/XX/XXXX and I again called New Rez and spoke to XXXX from the XXXX office. He stated that no refund has been sent out to me. At this point I am wondering if NewRez is customarily buying unnecessary insurance policies for its mortgagees as a means of generating revenue. By adding the costs of these insurance policies to the mortgage payments, mortgagees have no other recourse but to pay for the policy. If refusing to pay for the unnecessary policy, the debtor risks the chance of being held in arrears. I can't believe that I am the onlyNewRez/Shellpoint client who is experiencing this situation. Despite tenacious persistence on my own behalf, I have been unable to obtain the {$890.00} that NewRez admits is due me. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33435
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan No. XXXX XXXX XXXX XXXX XXXX, XXXX, OR XXXX Among others, NewRez handles my mortgage payment on the property above. Though I have been making payments on time, due to a clerical error on the part of NewRez, the payments I made were placed in applied status or credited to a different line items. NewRez seems to make this error quite frequently. NewRez has also done this to two of my other loans. Therefore, NewRez not only did charge me with late fees ( subsequently corrected ), but also reported this to the Credit Bureaus. At no time was I late in any of my payments. NewRez seems to have issues with properly handling my payments. I had advised NewRez to correct this oversight and send me a copy of the letter to the Credit Bureaus, I have not received any communication from them. A recent credit check showed that I am late in payment to NewRez. NewRez seems to ignore my communications and phone wait is over 3 hours and the times I have contacted an agent on the phone, they seem to make more problems with the account in entries of my payments. I want NewRez to correct their oversight and report this to all the credit bureaus and provide me with a copy of this communication for my records. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97303
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A