Date Received: 2020-04-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We recently refinanced our VA mortgage with NewRez. It has thus far been a terrible experience and I would rather be paying higher interest than dealing with them. I got laid off due to covid. We sent the online request form for assistance. We did not hear back. Called and waiting over an hour on hold. Was told they would cancel our autopay and someone would get back to us within two days. Did not hear back and they still ran our payment. Called again, waited an hour on hold again. Was told someone would get back to us within a few days. Was told to call someone else for reversal of payment they processes. Waited on hold again. Has been almost two weeks and payment has not been reversed. We got a letter in the mail saying we were approved for forbearance for 3 months and after 60 days would be re-evaluated for options. Website says this will not impact credit and says loan terms can be adjusted as an option to make up missed payments ... all sounds ok. Yesterday we got a letter from ShellPoint, who does loss mitigation. The letter states they decided that we dont qualify for hardship and they believe we have the financial resources to keep current with our mortgage. The letter states we are granted forbearance but will be reported as delinquent on our credit report and will still owe the sum of missed payments at the end of the 3 months. It states they decided we dont qualify for loan modification and our options are short sale or foreclosure. Based off the CARES act and VA guidelines what theyre doing is totally unethical, illegal, and displays bully tactics during which they are clearly trying to force us into short sale or foreclosure. How they made the determination that we do not have hardship is not only false, its without any justification. I called both new Rez and ShellPoint yesterday, waited on hold an hour again, and was not given any answers, just told to call back. I am now spending entire days trying to rework our finances to avoid having to enter forbearance on the mortgage because with what theyre doing, its not even worth missing payments
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am having issues with New Rez Mortgage group. My mortgage was bought by New Rez from XXXX XXXX XXXX in XXXX. In XXXX I received a call from the county in which I lived, stating that I had not paid my property taxes. I went to my new mortgage company ( New Rez ) and explained to them that I pay my taxes every month with my house payment and they in turn payed my taxes. On Monday XX/XX/XXXX I went to pay my mortgage and it increased from {$1400.00} to {$1600.00} which is a {$190.00} difference. I contacted New Rez and they are telling that I was issued a check out of my escrow on XX/XX/XXXX in the amount of {$1100.00} which I was. I immediately called them and told them that I received funds and asked why. They told me that I had over paid my escrow account and that no other action needed to be taking ( i was told this phone call was recorded ). Fast forward to XX/XX/XXXX and they are now telling me I owe this money back. Again which is fine I understand, I offered to pay the total amount back on XX/XX/XXXX to get my payment back to the original amount and they are now telling me that I owe {$2000.00} to get my escrow back to the correct amount. I don't know where the extra money is coming from and find it hard to believe anything anyone there says. I do not want to pay my mortgage until this issue is resolved in fear that if I pay it, it will seem as if I agree with what is going on. I have never experienced this with any mortgage company in the past.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21222
Submitted Via: Web
Date Sent: 2020-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband is XXXX XXXX military. We recent refinanced our home through sovereign lending and somehow ended up with NewRez as our mortgage lender. I was laid off last month due to covid 19. We lost over 60 % of our income. We have other bills too obviously. We submitted a hardship request online around XX/XX/XXXX. I had to call and wait on hold for over an hour multiple times to follow up on this, as they were not getting back to us. Eventually we got a letter from New Rez saying we were approved for forbearance. Today we got a letter from ShellPoint, which works in loss mitigation. The letter stated that we are in forbearance and did not owe a payment for 90 days. However, it also said, ... their requirements for determining borrow eligibility for a loan modification trial plan include determining whether the borrower is experiencing a temporary or permanent hardship. Based on our review of your current circumstances, we have determined that you do not have a temporary hardship or a hardship that has caused a long term or permanent increase in expenses or decrease in income that prevents you from making your mortgage payment. Because you have sufficient financial ability to bring your mortgage current, you were not eligible for a work out solution or are ineligible for a loan modification. Then it goes on to say that we are only eligible for short sale or foreclosure. Furthermore, the letter states that we will be reported as delinquent on our mortgage and our credit may be affected and we will still owe the lump some of payments missed at the end of the forbearance. I believe this is in clear violation of the CARES act, as well as the Department of Veterans Affairs guidelines. The loss of a huge portion of our income is clear financial hardship. When I called and waited on hold for an hour then asked for clarification, they would not divulge how they determined otherwise and I was told I would need to call back to get answers. From what we have seen of New Rez so far, and now ShellPoint, they should not be servicing Va loans and I think it would be appropriate to require them to refund loan origination fees and release us from our loan/allow us to transfer is elsewhere without penalty, as they clearly have no interest in abiding by federal guidelines or providing legit service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2020-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez took over servicing from XXXX. When I call NewRez at their loan servicing toll free number the call center IVR states that call will be recorded as my call to them is related to a debt collection. When I reach an agent they state that the call will be recorded as it is in regards to a debt collection. Since my loan is not in default stating that the call is being recorded as it relates to an effort to collect a debt is not valid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband passed away XX/XX/2019 I was on the deed but not on the mortgage. I was in the process of a short sale with XXXX XXXX and the Mortgage Company let it go into Foreclosure the final step. After having a buyer and accepted bids. I tried calling XXXX XXXX for help but they are refusing to speak with me because I am not on the loan. That had already been taken care of with a death certificate and a copy of the deed with the mortgage company and the court. I started out with XXXX they were brutal to me and finally the went into bankruptcy and it was transferred to Shellpointe. Shellpointe will not answer my calls or return them and I am trying to get a 1 year record of all the communication we had so I can figure out why they dropped the ball with the short sale for no reason. A lot of time and effort went into it. I don't see how they can just foreclose when there was a buyer with an awesome bid almost at closing. XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX XXXX I am the one that reported to all my husband passed away and XXXX took it straight into foreclosure without talking to me. Shellpointe went to court with me. The judge told them if there was a remodification or shortsale to stop the foreclosure well they didn't and nobody will talk to me but the new company trying to get me out of the house. I won't get a dime out of the house but I think things should be treated fairly and honestly. I am wondering if the XXXX XXXX loan was even legal from the beginning with XXXX it was before the market fell. I need to find out why I can't get anyone to talk to me after all this. XXXX has been working with me and so has their attorney now they won't return my calls either or take them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32211
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to hardship during COVID-19, we asked for a forbearance for our loan. Their terms and conditions state : " All unpaid monies are due in full at the end of the forbearance. For example, if your normal monthly payment is {$1000.00} a month and you enter into a 3 month forbearance, you will owe {$3000.00} at the end of the forbearance period. '' This is a predatory practice. America is hurting right now - and we are too. We will be getting XXXX stimulus from the US government, but I have a tremendous decrease in wages and my wife 's business is down also. Her bank for her business just moved two months to the end of the loan - which is fair. But Shellpoint 's practice should be illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76016
Submitted Via: Web
Date Sent: 2020-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Between XX/XX/XXXX and XX/XX/XXXX I reacehed ot to Shellpoint Mortgage Via telephone and online for help with my Mortgage note during theis time of the state of emergency, during covid 19. Not at anytime was I able to spreak with anyone on the telephone. On Saturday.XX/XX/XXXXI received a letter from Shellpoing informing me if I needed help with my Mortgage payment too reach out a HUD approved counselor for help with my mortgage payment ( Which I did ). The HUD counselor called my lender for help she waited on hold for almost 2 hours nobody cale to the phone. I explained to her i have been going through this with my Mortgage company since XXXX, nobody comes to the phone or they keep you on hold for 2 hours wgere you hangout. Now what I dont't understand is we issued a stay at home order where people can't work but mortgage companies wont answer or help you. Next time a state of emergency happens and people won't stay home this is why. II bet you these same companies will be asking for a hand out, when the time comes. Now My hud counselor was aweome and tried so hard to help me. She also told me she has never had a mortgage company not answer the phone. The HUD number I called was XXXX. I explained to the HUD counselor the number my Mortgage company gave me to call was XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70072
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: With the impact of not being able to report for work as a result of COVID-19, I sought a forbearance plan with my lender. They agreed to a waiver of mortgage payments for up to 90 days but, in a letter to me, it states that they will report me to the credit reporting agencies as being " delinquent ''. Is that legal since I have a government backed loan ( VA )? It seems to me that this practice of giving me forbearance forces me to struggle to make payments when I'm forced to stay home or, accept the plan offered but risk lowering my XXXX score! What the XXXX kind of choice is that?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2020-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the very end of XXXX ( exact date unsure ) I contacted Shellpoint via phone call to specifially discuss new Covid-19 guidelines XXXX XXXX issued that directly pertains to my XXXX XXXX mortgage. In a recorded phone call, the agent ASSURED me Shellpoint would be following those guidelines for Forbearance, specifically no late credit reporting and would not require all payments plus late fees at the end of the forbearance. I have reduced income due to covid. I expressed GREAT XXXX that these conditions would not be met by Shellpoint but was ASSURED they will be. With no other choice and flimsy details, I missed my XXXX payment with only assurance by an agent on a phone call to go by. Over the course of two weeks, I repeatedly attempted to make contact with my point of contact XXXX XXXX at Shellpoint via phone. I wanted DETAILS and assurance. His voicemail was full and not accepting messages. I wrote three emails that were unreturned. I could not get thru to anyone at Shellpoint. I received NO correspondence from Shellpoint via the US mail, email or phone detailing the forbearance until Saturday XX/XX/XXXX. I received a threatening form letter. The correspondence stated 1. NEGATIVE CREDIT REPORTING WILL OCCUR 2. Indicates ALL payments CAN be due at end of The forbearance unless they deem to do OTHERWISE and that an application for working the repayment would need to be applied for at the END of the three months and that they can DENY the application and demand all payments at once. This is contrary to XXXX XXXX guidelines and exactly what the agent said would NOT happen. This.is Exactly. What.I.Specifically. Asked. The. Agent. About. In. XXXX. In a phone call on Saturday, XX/XX/, after receiving the letter, I was able to speak with an agent who assured me my letter was wrong, differed from what she was seeing, and she was putting in a request for a manager to contact me. I do not have any faith in this process now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2020-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was never late. My mortgage company sold my Acct to another company called shellpoint. This happened without my knowledge I sent payment to original company. When I received letter from shellpoint stating that my loan was transferred I immediately made payment to them ( payment was even higher than previous bank ) my payment was ever late
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91423
Submitted Via: Web
Date Sent: 2020-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A