Date Received: 2020-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My three mortgage loans with XXXX were bought by NewRez ( Shellpoint Mtg ) in XX/XX/2020. I unescrowed my insurance with XXXX in XX/XX/XXXX and paid my insurance directly to my insurance carriers. NewRez Autodrafted/ ACH my insurance in the first month XX/XX/2020 including insurance. I called them immediately and informed them they were not to escrow insurance of which they adjusted the XX/XX/2020 payments correctly. However after many calls, several escrow analysis, harsh treatments, hanguos and multiple transfers, I have not been able to get them to acknowledge that the XX/XX/XXXX insurance money they ACH collected wrongfully in XX/XX/2020 needs to be refunded to me on all three loans. They simply say we are good, no refund and we are not paying your insurances. I have spent hours on the phone and spent 10 different people conversations today again, with nonresolve.
Company Response:
State: FL
Zip: 33772
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am making extra payments that are supposed to be applied to principal but they are waiting 5-6 days to post it, while that's happening interest is accruing on a principal balance that is higher than it should be. Leaving me to make more money because they aren't processing my payment they day the receive it. In addition, they allow for Bi-weekly payments to be made for your mortgage payment which I am enrolled for, but they again wait to apply this payment until the second payment is received. Which again lets more interest to accrue on a higher principal balance than it should be, leading me to pay more and them to take advantage of me by not applying the payment right away.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60640
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: I made my XXXX mortgage payment late due to being out of work since XXXX. I paid the mortgage to New Rez as soon as I received my stimulus check, since I was unsure about my future income. I have made the XXXX payment on time. I reached out to New Rez through 2 phone calls and an email. I was assured that my request to waive the {$42.00} late fee would be passed on and that it was something they could do, and that I would be contacted when it was resolved. I never received any call back, my email was never responded to, and several weeks later I have received a certified letter refusing to waive the late fee. I feel during these difficult times there should be some discretion on mortgage fees and also that New Rez failed to communicate properly with me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 281XX
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: NewRez mortgage company has mishandled our escrow account. Our XX/XX/XXXX taxes have gone unpaid as well as our XX/XX/XXXX hazard homeowners insurance. We spoke to the company over the phone in XX/XX/XXXX. We noticed that our taxes had drastically increased and wanted to ask about the process of increasing our escrow balance and how our monthly mortgage may be affected. They informed us that they would make the payments and contact us when we needed to adjust our rates. In XX/XX/XXXX we noticed our taxes had not been paid and once again called them to ask why it had gone unpaid. They asked us to forward our property tax bill, which we did in an email, and then told us all would be handled. In XX/XX/XXXX not only did we receive a final notice on our property tax but a notice that our homeowners insurance has also gone unpaid. XX/XX/XXXX we called the company. The automated system informed us that a payment did get made to the insurance company. Once we were speaking to someone they informed us that no payment was shown on their end on either the insurance or the taxes. Our taxes due in XX/XX/XXXX were {$4800.00} due to it going unpaid they are now {$5200.00}. We now owe an extra {$370.00} due to their inability to handle our account properly. They once again asked for our tax bill which we had already sent them. They should have full access to the property tax bill and we should not have to go to these lengths to pay our bills. Our insurance goes unpaid at {$2700.00}. We only have XXXX in our escrow at the moment. We are now short XXXX in order to pay our taxes and insurance in full. We reached out months ago in order to prepare financially for this and were taken care of by incompetent people. There is no reason this should have gone unpaid and become a burden on our family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX This is a follow up complaint to my original compliant that I file on XX/XX/XXXX, which I though was resolved due to the response that NewRez/New Penn/ShellPoint gave to CFPB and the XXXX XXXX XXXX. Now I am asking the CFPB to reopen my original complaint because NewRez did not keep their promise. On my original complaint NewRez claimed that they will allocate the " late fee '' that they assessed on my mortgage to my principal and that would be completed by XX/XX/XXXX per their letter dated XX/XX/XXXX from NewRez Compliance Department signed by XXXX XXXX. Just for the record, I had my mortgage for almost 9 years and I have never been late until this predatory company took over servicing my loan and claiming that I was late. I received my XX/XX/XXXX mortgage statement and I noticed that the late fee of {$26.00} that Mr. XXXX claimed that was waived and was supposed to go to my principal and should be completed by XX/XX/XXXX was still on my XX/XX/XXXX mortgage statement. They reversed the fee in XXXX and put it right back in my XXXX statement. As always I called NewRez on XX/XX/XXXX and spoke to XXXX XXXX ( Yes thats what she told me her name was ). XXXX told me to just go ahead and make my regulate payment of {$2800.00}, she said that she saw exactly what was going on with my account and she will put notes on my account to have the late fee removed. ( Same old story that I have been told since XX/XX/XXXX ). XXXX told me that in the process of NewRez removing the late fee from my account, the system applied {$35.00} to my account and that she sent an email to her supervisor XXXX to remove the fees. ( Just another Lie ) I received my XXXX mortgage statement and again the late fee and system error ( See above ) was on my statement, so on XX/XX/XXXX I called NewRez Compliance Department ( XXXX ) XXXX and left a detail message for XXXX XXXX, I have yet to receive a return call from Mr. XXXX. My XXXX, XXXX and XX/XX/XXXX statements all have the late fee system error that NewRez claimed was waived appearing on them. I called NewRez on XX/XX/XXXX and spoke to XXXX XXXX who told me that I will see on my XXXX statement the late fee that was charge will be applied to my principal ( Same old lie ), XXXX told me that she will send correspondence to her supervisor to waive all late charges and that I should only pay my regular monthly payment. I told XXXX thats what I have been told since XX/XX/XXXX and that the late fee is still showing on my account. XXXX got annoyed with me and was trying her best to get me off the phone. I also called and left a message for the compliance Department leaving another detail message for XXXX XXXX, again no return call from him. On XX/XX/XXXX I again called NewRez and spoke to XXXX XXXX because I got my XXXX mortgage statement and as always the late charge system error was still on my statement, it was supposed to be taken off per XXXX ( See above ). As always I went through the process with XXXX and I must say she sounded sympathetic and she transfer me to her supervisor XXXX who was not nice at all. XXXX claimed that the only note on my account was one from XX/XX/XXXX and that NewRez deny removing the late fee on my account ( Does not surprise me ). But here is the one that took the cake, XXXX told me that I sound like a nice lady and I maybe telling the truth but she claimed that NewRez does not have any record of a letter from their Compliance Department on my file and that I should file a new claim because my claim was denied and that I need to email or fax NewRez the letter that I got from NewRez Compliance Department so they can open up a file to review my account. Are you XXXX kidding me! Since this predatory company took over my loan in XXXX its been XXXX on Earth for my family, I did not go looking for them they found me because my loan was transfer to them. Its been one lie after another. They would refund the so called late fee/system error one month and then the following month its back on as another late fee/system error. I just want that latefee/system error to be eradicated off my mortgage. I really think that the State of NJ needs to take a hard look at this company and revoke their license. Newrez is deceitful and is a scam artist in disguise. NewRez is a horrible horrible company. And please don't let me start on their customer service, its worst than a rotten egg. I do not recommend anyone doing business with this company. Shame on NewRez/New Penn/ShellPoint.
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 07747
Submitted Via: Web
Date Sent: 2020-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: This complaint is the result of New Res ( Shellpoint Mortgage ) negligence, unfair business practices, incorrect and inconsistent credit report across bureaus, and some other violations to the California Credit Reporting Act. The account is the following : account # XXXX opened XX/XX/2019, highest balance {>= $1,000,000}. I am demanding a fair solution, and this company must remove the item from my credit report. This situation is overwhelming. Ive been psychlogically affected because of this issue. Please send the attached documents to Shellpoint Mortgage. Thank you very much.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94131
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company : NewRez, Shellpoint put us in forbearance in XX/XX/XXXX. We did not request it. They said that they did it on their own behalf. On XX/XX/XXXX, we demanded that they take us out of forbearance, as we didnt ask to be in that state in the first place. We are current on our payments. We have now received a letter of LOSS MITIGATION. We have spoken to Padamore ( date XX/XX/XXXX ), XXXX ( date XX/XX/XXXX ), XXXX XXXX at ext XXXX ( date XX/XX/XXXX ). We are exhausted trying to get through on the phone ( Sorry, don't have other names ). Yesterday and today, we have been on the phone for hours and were told that we are still in forbearance and they will again try to take us out of it, but each time we call ... they don't. We are currently in the process of streamlining to another finance company because we don't trust them. Please help. We need to get this resolved, as soon as possible. We fear that they are trying to take our home. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We previously had XXXX for our mortgage lender then our mortgage was transferred to NewRez Shellpoint Mortgaging Services on XXXX. I then contacted NewRez and was given their routing number and account number to set up bi weekly payments in the amount of {$900.00} to be taken out of my paycheck with the USPS. I have made approximately 7 payments for a total of {$6300.00} and I also sent a papercheck in the amount of {$2200.00} for an escrow payment. This company is stating they have never received a payment one nor the escrow payment I made. I have contacted this company on numerous occasions via telephone call, first class mail, certified mail and emails regarding this matter to no avail. I have since then had to reach out to an attorney which will cost us {$3000.00} to have this matter resolved. I am confused because during this process I received a letter from Shellpoint stating I needed to send any information to a different address, which I did, but on this correspondence I notice that the company name was XXXX NewRez Shellpoint Mortgaging Company. Why is XXXX part of this company after XXXX filed bankruptcy for the exact same thing happening to us now. Also, after some research this Shellpoint company is known for doing the same thing XXXX did and this Shellpoint company has a list mile long of other individuals whom they are doing the same exact thing to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75150
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to Shellpointe Lending and then they sent it to NewRez. They have increased my mortgage payment either for outstanding property tax due ; even though I am 100 % exempt from property tax. They have increased my mortgage payment for increases in my homeowners insurance ; even though the insurance was significantly decreased, not increased. In both cases they would not return the funds ; stating that they had been paid to either the county or the insurance company and they would have to do so. When I check with both entities they said that they had not submitted requests for payment and didnt owe anything. This is predatory and very poor customer service!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint Mortgage Servicing reported our XX/XX/2020 payment as late eventhough we made payment on time. It is affecting our qualification for a new purchase home loan. I reached out to them but the rep told me to just email them. Time is off the essence since we are purchasing a home. Please help. I need Shellpoint to make a correction on our credit report and provide us a copy that the inaccurate report has been corrected so we can buy a new home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91350
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A