Date Received: 2020-04-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is always paid on time. During this COVID 19 they ( New Rez ) offered a forbearance on their website if needed so I did request to speak to someone about this process in place for any financial issues that could occur via their website as they requested of all customers. I kept trying to call every day and no one ever answered. I was never able to speak to one person about it. About 3 weeks later they send a letter with the incorrect monthly amount that was less than my current monthly note. So I called them again hoping to clear up the inadequacies and again nothing. Two weeks later they send another letter that has a totally different amount from the last that is XXXX as my monthly mortgage. This is incorrect as well. My monthly mortgage is XXXX which includes property taxes as well of which I always pay XXXX. I pay my mortgage online through my XXXX XXXX online account for documentation purposes. They have added on XXXX. I have had this problem with them in the past and they keep messing up important data as it pertains to my home. I am prepared to sue them if necessary. Please help me with this situation with this company called New Rez. I am a single mother of XXXX and this is our home. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2020-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I am having issues with NewRez Financial regarding my Escrow account. This is not the first time we have encountered such a challenge. In XXXX of last year wqe filed a CFPB complaint ( Complaint Number XXXX ) about a sudden major increase in our mortgage due to a claimed shortage in our escrow account. There was found to be a missing check from our escrow account from our previous hazard insurance company, but despite sending them the check there was still a difference. After going back and forth with the Agents ( I was told about 5 different amounts I was going to have to pay to make up the difference ), one Agent finally found the error, and managed to bring my payments from over 2500 a month ( as originally quoted ) to around {$2400.00} a month. This is still a large increase from the {$2200.00} we had paid to our original lender. Earlier this month, I received another notification that there was a " shortage '' in our escrow account. Now, we have paid extra for the past 12 months to cover the shortage which existed before. There are no increases to our hazard insurance, and there is no increase to our property tax. NewRez claims there is a {$2000.00} shortage for the next 12 months, which would increase my monthly mortgage by another {$170.00}. Upon review of the statement, the only difference I see in the expenses is a DECREASE in my Hazard insurance from {$2900.00} to {$2800.00}. I do not understand how there can be a shortage after paying all year to catch up from a shortage before ( while still paying my current escrow amount ). I am including a copy of my original Guaranteed Rate mortgage statement showing our escrow amount, as well as the most recent escrow analysis received from NewRez. As with my other current complaint, I have made numerous attempts to contact NewRez about this, however they have shown to be incredibly difficult to contact, with calls terminating, and hold times exceeding 2 hours on occasion. I understand there will be variances, and slight increases from year to year due to changes in taxes and hazard insurance, but nearly {$5000.00} in two years is an awful lot of shortage to happen. If this is the case, there needs to be better fiduciary management on their part to make sure people stay on track, and aren't stuck paying " shortages '' for the duration of their mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37421
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I previously filed a CFPB complaint regarding this issue in XXXX of XXXX. Our Loan Servicer, NewRez Financial is impossible to contact. I have tried multiple times to call every number I have for them, only to be left on hold for more than an hour, only to have them terminate the call on their end. If I do not get resolution to these issues, I will be referring this matter to our legal counsel. The first issue we have is with the PMI removal process. When we purchased our home in XXXX of XXXX, between our down payment and equity we had in the property ( the house appraised at much higher than what we paid ) we already had roughly 15 % equity in the property. Based on the XXXX appraisal ( {$390000.00} ) and the balance owed XXXX XXXX ) which would give us 80.25 % LTV. I have attached a copy of the appraisal to this complaint. However, our property value has increased in the 4 years we have owned the property. My Husband is a XXXX, and he performed a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This was submitted to you in my last claim. The lowest end of the spectrum would still bring our LTV at around 73 %. NewRez contracted with a local Realtor to conduct a Brokers Price Opinion for the property. He conducted a 5 minute walk-through of the house on XX/XX/XXXX. We, however, have never received a copy of his analysis. He refused to supply us with a copy of it ( Despite the fact we had to pay {$150.00} for it ) I brought this issue up in my original complaint about this matter. We received notification from NewRez that according to his analysis we did not meet their 75 % LTV requirement to remove our PMI. Now, when NewRez took over our loan, we were never notified of a change of any of the terms of our loan especially not any change to the terms of our PMI removal. If you review our original complaint, you will see my Husband performed a XXXX XXXX XXXX of the property at the same time as the Realtor performed his BPO. The lowest number in his valuation range would still bring us to around 73 % LTV. That analysis is also attached to this complaint for your review. In the response we received from NewRez regarding this matter, they gave me 60 days from the date of the BPO assessment to dispute the findings. However, I can't dispute something I do not have. We called NewRez and spoke with an agent earlier this month, however she refused to provide us with any information in the BPO or to send us a copy of the BPO, claiming that it contained " Sensitive Information ''. She also said she would have a Manager call us back. 3 weeks later, and we are still waiting for that call. We have subsequently attempted multiple times to contact NewRez about this, however we are left on hold for 1-2 hours at a time, and then when someone does manage to pick up the call is terminated on their end. Therefore, I am left with no alternative than to file yet another complaint against them with you. We are also having another issue with them regarding the management of our Escrow account however I will file that as a separate complaint. I had intended to discuss that on the phone with them as well, however as I have already explained, they are impossible to contact.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37421
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: AS OF TODAY, XX/XX/XXXX I HAVE RECEIVED NO INFO NOR WELCOME LETTER AS REQURED BY LAW FROM MY NEW MORTGAGE COMPANY ( SHELLPOINT MORTGAGE SERVICING ) WHO OBTAINED BY HOME LOAN FROM XXXX ON XX/XX/XXXX DUE TO THEIR BANKRUPTCY FILING. I HAVE NOW MAILED TWO ( 2 ) SEPERATE MONTHLY PAYMENTS TO THEM BUT HAVE NO LOAN NUMBER OR ACCOUNT TO DATE. PLEASE HAVE THEM RECTIFY THIS PROBLEM BY SIMPLY WRITING ME TO INFORM ME OF NEEDED DETAILS AND TO DISCLOSE THEIR OWNERSHIP OF THIS MORTGAGE. I HAVE NOTED THE OLD XXXX ACCT. NO. ( XXXX ) IN THE MEMO SECTION OF MY CHECKS. THIS TYPE OF TRANSFER WITH NO DISCLOSURE TO THE CLIENT INVOLVED IS TROUBLING, ESPECIALLY CONSIDERING THE COMPLAINTS I HAVE READ REGARDING THE BUSINESS PRACTICES OF THE NEW MORTGAGE HOLDER/SERVICER FROM OTHER FORMER XXXX CUSTOMERS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30028
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-27
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I am refinancing my home and discovered that my cureent mortgage company, NewRez, ran my credit several times in XX/XX/2019. This was done without my consent or knowledge. I recall them sending me mail adn leaving me messages wanting me to refinance then. This was done without my knowledge or consent.
Company Response:
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Appx XX/XX/2006 I purchased a home for XXXX and financed XXXX, so I was required to pay PMI, I am currently at XXXX I have requested the PMI be closed multiple time since reaching my 80 % purchase price but have been denied every time. The loan servicing has changed hands multiple times and one company has even been in some sort of trouble. I have sent information from your website but they don't seem to care. I was in bankruptcy for the 5 years and they wouldn't even talk to me. I did not include this property in the bankruptcy, I made all payments outside the plan and on time. Please help me get this PMI canceled and a refund of multiple years of over payment Thanks
Company Response: Company believes the complaint is the result of a misunderstanding
State: AR
Zip: 71913
Submitted Via: Web
Date Sent: 2020-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I submitted a complaint to CFPB regarding inappropriate actions taken by Shellpoint Mortgage/New Rez, the mortgage servicer who services my home loan. Shellpoint was not paying my taxes on time despite receiving monthly escrows and constant phone calls from me urging them to correct this error. On XX/XX/XXXX I contacted CFPB for a status update since I hadn't received any feedback. In turn, CFPB shared a letter addressed from Shellpoint to me indicating that they acknowledge the error ( see attached ). However, Shellpoint also said that due to anticipated tax increases my escrow payments will be increased.This is not accurate because ( 1 ) my property taxes have not changed and are not scheduled to change anytime soon ( see attached tax bill for 2020 ), ( 2 ) in NJ property taxes do not change unless your property has been altered, which is not the case in my situation and 3 ) taxes are determined XX/XX/XXXX of the previous year, so my taxes are pre-determined. " In New Jersey, taxes on real property -- land and structures -- are assessed based on their value on the first day of XXXX of the year that precedes the first installment of the tax bill. Your property tax bill is divided into four installments due on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. '' I have been in the same house for nearly 17 years. Based on the above, there is no basis for Shellpoint to increase my escrows. Again, my desired resolution here is to be allowed to pay my taxes directly as I do not trust the practices of Shellpoint ; they are known to be nefarious. cc : NJ Consumer Affairs Attorney General Office of NJ Department of Banking & Insurance of NJ
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07901
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: my mortgage was transferred to shell point from XXXX XXXX loan servicing on or about XXXX XXXX but prior to and long before it was transferred to shell point my loan was in loss mitigation in a on going short sale, when it was taking over by shell point in XXXX after sometime i received a letter stating that shell point was the servicing company for the loan so i contacted them and was told that my documents where being upload into there system and it would take 30days for that to happen and asked to check back after that time period, and i did so after that, i spoke to shell point and was asked to send in the updated listing agreement and letter of dispute of value which was sent on XX/XX/2020, and was told it would be reviewed about week later a was told that new a appraisal would need to ordered, well about mid XXXX everything shut down because of the COVID-19, but that didn't seem to stop shell point from disobeying the state mandate to stop all foreclosure proceeding as well as the California homeowners bill of rights that all foreclosure action is to cease while the borrower is in the mist of loss mitigation, shell point didn't request any other documents until after they filed a foreclosure NOD, so it was a clear disregard for the law and flat out lie that my file was not in loss mitigation because XXXX had stopped all foreclosure action when they had the file.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92883
Submitted Via: Web
Date Sent: 2020-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filing my complaint against XXXX XXXX, NewRez and Shellpoint financial, for violation of RESPA 10. Since XX/XX/XXXX, XXXX XXXX has excessively escrowed my mortgage and failed to correct the amount while knowing it was incorrect. Since XX/XX/XXXX, NewRez/Shellpoint Mortgage, have continued to excessively over charge my escrow account, since purchasing my mortgage from XXXX XXXX. The amount I'm being escrowed per year is XXXX for taxes and insurance, while my reported annual taxes and insurance for the property is only XXXX I have repeatedly requested verbally, and in writing, that the escrow amount be corrected, but both companies have ignored my request, and as of XXXX, NewRez, has sent me notices for filing foreclosure on my property, as well as sending negative reports to all credit agencies. I have continued to make my mortgage payment to NewRez, and have spent several hours on the phone with their reps to try and resolve the issue, but they continue to demand payment while seeking foreclosure, and damaging my families credit score. NewRez has also failed to pay out the full escrow amount they have collected for insurance, and continue to withhold the money, causing my insurance to be cancelled.
Company Response:
State: IN
Zip: 46221
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage account was transferred from XXXX Admin to a new Servicing Company Shellpoint Mtg in XXXX of XXXX. I had previously had a bankruptcy in XXXX. I re-affirmed my account/mortgage with XXXX at the time of my bankruptcy. During the transition of my account from XXXX to ShellPoint the affirmation of my loan was not transferred over. I did not realize this until XXXX of this year when I was unable to access my account online and I called to see what the issue was. I was told that the affirmation was not on file but that they would resereach and get this transferred over. I have for the last 3 months been trying to get this taken care of with their loss mitigation department. I have emailed, called and told multiple times that they have the information and that access to my account would be restored, but I still can not access. on XX/XX/XXXX I called again and spoke with someone in the Loss Mitigation Dept. and upon research of my account was told that the final review regarding the Affirmation had not been performed and that was the issues. She assured me she would work on it and I would be able to access my account the following day. As of today, still no access. I have tried to call multiple times this morning but the call is dropped. My payments are current yet I can not access my account to see my escrow balance or make any inquiries to my balance, etc. This is also not being reported to the credit bureaus on behalf and is affecting my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30043
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A