Date Received: 2020-04-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The NewRez LLC are the worst company that I have to deal with. The only assistance they can provide is a forbearance for 3 months that is due at the end all at once. So if you have 4 months of mortgage payments laying around at the end of the COVID-19 pandemic you will be fine if not good buy to your house. I understand its a business and they will make a lot of money with I'm sure a government bailout and lots of foreclosures from not helping any american home buyers. as soon as this is over i will be looking to refinance and get my mortgage as far away from this company as possible. I have been calling the company since XXXX I have been told that my account has been placed in the forbearance status and the letter will go out with the information. Its been 3 weeks no letter and when I called the lender I receive conflicting information from different representative. This is very frustrating as I'm a healthcare worker and simply do not have time to be on the phone for hours to resolve these types of issues. I have file a complaint on the XXXX website and when you read the reviews I believe that something needs to be done about this company. Called XX/XX/XXXX spoke with XXXX CalledXX/XX/XXXX spoke with XXXX CalledXX/XX/XXXXspoke with XXXX Please Help! XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
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: XXXX bought our XXXX mortgage on XX/XX/XXXX of 2019. We refinanced our mortgage on XX/XX/XXXX of 2019. We have tried for 6 months to get our remaining escrow balance from both companies. I have complaint # XXXX open with CFPB against XXXX that details our attempt to recover our remaining escrow balance of {$1900.00}. At this point XXXX contact information is no longer valid and XXXX says they can't access our XXXX account. XXXX also has our current mortgage so they are confused about our current loan account # XXXX from XX/XX/XXXX of 2019 and the loan they purchased in bankruptcy from XXXX account # XXXX on XX/XX/XXXX of 2019. So we are getting the runaround. XXXX appears to be reverting us to a now dismantled company ( XXXX ) with full knowledge that they are no longer operating and that XXXX owned our XXXX mortgage on XX/XX/XXXX when we refinanced.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 985XX
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my part time job due to the Convid-19 virus and I called my load servicing company, New Rez Or Shellpoint Mortgaging Servicing, to defer my payment for a few months. The company told me I can defer payment for three months, but I will have to pay it back in a lump sum after the three months were up. That of course is ridiculous since it will be difficult to pay my mortgage now, tripling it in 3 months will be impossible. I spoke to an XXXX spokesman who said borrowers with a XXXX or XXXX mortgage arent required to pay back their forbearance in a lump sum.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
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: On XX/XX/XXXX our mortgage was transferred from XXXX XXXX to NewRez/Shellpoint Mortgage Servicing. Our condo is part of a new condo conversion. There are 3 units. Our mortgage is for unit 2 and we own 34.4 % of the building. The town of XXXX has not re-accessed the property as 3 units yet, therefore they issue one tax bill for the building. The town of XXXX issued formal instructions advising mortgage companies on how to pay taxes until the town is able to reassess ( percentage ownership x total tax bill ), see attached document. NewRez/Shellpoint Mortgage Servicing refuses to pay our taxes because there is only 1 tax bill. However, they continue to take money for taxes and keep it in our escrow account. As of today they are have not paid the last quarters taxes which were due on XXXX XXXX XXXX. The next tax bill is due XX/XX/XXXX. We are at risk of being 2 quarters behind on tax payments because NewRez/Shellpoint Mortgage Servicing will not pay the taxes or release our escrow money to us. Further, NewRez/Shellpoint is unorganized and does not have proper systems in place. For example, each quarter we have to call and remind them that taxes are due. And they tell us that they don't have a record of taxes being due. Despite reminding them, they refuse to pay because of the issue mentioned above. We have spent over 40 hours on the phone with NewRez/Shellpoint Mortgage Servicing trying to solve the issue. Every time we speak, they relay inaccurate information to us and are unable to resolve the issue. They have lied to us about efforts they have taken and quite frankly are incompetent to solve this problem. We then reached out to our investor XXXX XXXX who has been investigating this for a month, however we are still unable to getNewRez/Shellpoint Mortgage Servicing to pay the taxes. We have exhausted our efforts to resolve this and require outside help.
Company Response: Company disputes the facts presented in the complaint
State: MA
Zip: 021XX
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is in regards to Forebearance and the global pandemic. And the mortgage company NewRez Mortgage Services, are not helping lenders as encouraged by the Federal Reserve. On XX/XX/XXXX I was able to get a hold of somebody to start looking at options for the forebearance plan that is to help those effected by the pandemic and to not effect their credit. I own a duplex that I live in but rent out the other side. My work has been effected by the pandemic when the government ordered all gatherings to be cancelled. Which makes sense for the safety of the public. My concerns are also for the tenants. While I started the process for the forebearance I was asking for details about the plan. They would not give me a straight answer but that I would be registered for this plan. Again without any real form or details about it. When pushed they would not confirm how this would not effect my credit and that in this 3 month forebearance plan I would not have to pay any payments. But then would be forced to pay the payment on the 4th month along with the other 3 payments. So a total of 4 payments right away. And if forebearance needed to last longer it can be sorted out at that time. So the big problem is not working for so long and then suddenly have to pay 4 payments. When I said that would not be possible I was pretty much told that we would be able to talk about it at that point. 3 months later. Now I would not expect my tenants to be able to pay 4 months of rent suddenly after not working for so long. And all of this goverment stimulus is not making it to them to suddenly be able to. But most importantly what money is going to them should be going to food and supplies to take care of themselves. I have asked multiple times to have these payments just to be moved to the end of the loan, as on their site described as deferment. And I keep being told that I either have to wait the 3 months or hope the government puts more rules in place on this. Or not take the forebearance. After being told to wait for more information during the month ( XX/XX/2020 ). I was sent a questionnaire, implying they are just trying to figure out my situation. But before I even get to any sort of options they require me to " Check here to acknowledge '' that I will have to pay all the payments at the end. Or at that time talk about options at that time. But those options no longer even include the deferment offer. " Options may include full reinstatement, a repayment plan, or a loan modification. '' So I feel that I would then be forced to either take that burden on or force it upon them. Assuming I could take that burden. So at this point I am hoping that they will still be able to pay their rent. I am not a large corporation that owns a lot of property, I own 1 to help me live in the area I work. And I see a lot of other " Mom and Pop '' rental people looking at the same issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53211
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the Fall of XXXX, I received a letter from NewRez Mortgage / Shellpoint Mortgage Servicing in the Fall of XXXX indicating that I do not have home insurance and I will begin to pay for the lender-placed policy. I followed the instructions they sent to upload my policy information. In XX/XX/XXXX, I received a letter notifying me of my new payment amount because escrow is being set up on my behalf although I have always paid my own taxes and insurance. I sent an email to NewRez on XX/XX/XXXX reminding them that I pay my own taxes and insurance and to please update my account. In XX/XX/XXXX, I received a letter stating that my payment was past due. I called on XX/XX/XXXX and explained my situation to the rep. He acknowledged that he sees on my account that I am and have always been current with my payments and he saw that I pay my own taxes and insurance. He assured me that he would get the records corrected so that I would no longer receive these letters. On XX/XX/XXXX, I received a letter about my missed payments and the credit bureaus have been notified about my late payments. A hardship package was also enclosed. I checked my bank account to confirm that my last few payments went out. I tried contacting the mortgage company but have not been able to get through due to " high volume of calls due to Covid-19 ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I conducted an analysis of my principal payment owed and noticed a difference between what NewRez says the principal amount is versus my analysis. I looked through my payment history and identified the mistake. On XX/XX/XXXX I sent a principal only amount ( labeled on check with account number ) in the amount of {$8000.00}. For some reason a person at NewRez split that amount into a principal only payment of {$5800.00} and a regular payment of {$2100.00}. That should not have happened because I made my regular payment of {$2100.00} on XX/XX/XXXX and the XXXX payment of {$2100.00} on XX/XX/XXXX. I notified NewRez via email about this problem and the check of {$8000.00} and have received no response other than they received the email and will respond as soon as possible. I called NewRez on XX/XX/XXXX and the person I spoke with said it would be taken care of in 1 week. One week has passed and the principal amount owed is not correct. I can not refinance my loan until I know the correct payoff amount. As of right now, NewRez has done nothing.
Company Response: Company believes complaint is the result of an isolated error
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our account was recently transferred from XXXX to Shellpoint Mortgage and they have added a {$6000.00} fee. We were up to date and have proof.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45133
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage is through Shell Point Mortgage. We have our payments taken bi-weekly. They send a letter every month telling us when the payment will be withdrawn and that they need 24 hours to cancel any payments. In XXXX our mortgage would be drafted three times creating an over payment of {$1300.00}. We called two times to cancel this overpayment before this was pulled from our account on XX/XX/XXXX. They assured us they had cancelled the payment and yet it went through anyways and over drafted our checking account. We have called 6 times and emailed 3 times since then to get the overpayment refunded. Each time we are told that it will be refunded just to call back and be told there is no record of our call ( despite being told that we are on a recorded line. ) Our emails go unanswered and despite being told our concern has been escalated, no action ever occurs to fix the situation. It is now XX/XX/2020 and we still have not received any resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Re : Acct # XXXX On XX/XX/XXXX I spoke with XXXX XXXX at ShellPoint Mortage and reached agreement to make 3 months payment and then Shellpoint would bring my mortgage current making my next payment due on XX/XX/XXXX. I made this down payment in XXXX via several checks totaling {$2000.00} as noted below ( see copies enclosed ) : CHECK DATE CHECK AMOUNT CHECK NUMBER XX/XX/XXXX {$510.00} XXXX XX/XX/XXXX {$510.00} XXXX XX/XX/XXXX {$510.00} XXXX XX/XX/XXXX {$510.00} XXXX I then received a letter dated XX/XX/XXXX ( see attached ) regarding a repayment plan for account # XXXX. This letter states that a down payment of {$2000.00} was due on XX/XX/XXXX. Since I made the payments as listed above I expected that this was the down payment. I wrote to ShellPoint on XX/XX/XXXX ( see attached ) asking that they confirm that the down payment has been satisfied and I can commence with the next payment on XX/XX/XXXX. But, to date I have not been able to get a straight answer or response from ShellPoint. So, I am submitting this request in hopes that they will respond and confirm receipt of the down payment and confirm that this payment agreement is in effect and that my next payment is due on XX/XX/XXXX. Additionally, I do have concerns with the monthly amounts as stated in my letter, especially escrow for insurance payments when I am not aware of ShellPoint making any insurance payments on my behalf.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30080
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A