Date Received: 2020-04-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This company needs to send me the correct 1099 for the work performed regarding previously filed complaint XXXX. I am not asking for borrowers information ; however, the CORRECT 1099 that i am entitled.
Company Response: Company believes complaint is the result of an isolated error
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez/Shellpoint Mortgage Servicing bought out the loan to the home in XXXX of XXXX. On XX/XX/XXXX Shellpoint took out lender placed hazard insurance, which we have paid premiums for monthly through the escrow account. At the end of XXXX our XXXX account was estimated to have an overage of {$20.00}. In XX/XX/XXXX Shellpoint posted charges of {$670.00} twice ( total XXXX ) then again in XXXX posted another charge of {$670.00}. We have called 3 times to find out what this charge is for, as the company has now taken the expected escrow monthly payment from {$290.00} to {$1200.00} monthly. Each agent has been unable to explain the variance and stated " it does not make sense. '' One agent stated that the hazard placed insurance monthly premium had gone from {$160.00} per month to {$670.00} per month. This is inaccurate, as I spoke to the insurance department on XX/XX/XXXX and was given a total of {$2000.00} for the year. Our annual tax amount did increase from the expected amount by {$88.00}, which is to be expected, but does not explain the {$670.00} per month. We placed a call on XX/XX/XXXX - and spoke to a gentleman who could not explain the charges and advised we would receive a call within 7 to 10 business days. We have not heard back and hit the 16th business day. I called 6 times on XX/XX/XXXX ( speaking to the insurance department once ) - all other times I have been hung up on by the automated system and once by an agent claiming she could not hear. The house payment has changed from {$740.00} per month to {$1600.00} per month. During this process they have continued to charge late fees and increase the balance owed. On the XXXX call I finally reached an agent, XXXX, who confirmed that the amount being asked for each month was incorrect. The insurance department, XXXX, was conferenced in, and confirmed to the customer service that the month amount for the insurance was in fact {$160.00} per month and not {$670.00} per month. Yet the {$670.00} was a onetime charge because the insurance department erroneously refunded 1 month of premium to the escrow account, then failed to charge for the following 4 months. During this time I received no proof of coverage for the premium amount, and the refunded amount could not be explained by the insurance representative. This call ended with an assurance that a supervisor over the billing statements, XXXX XXXX, would be notified and I would receive a call by End of Business on the same day. I was also assured a new Escrow Analysis would be completed to correct the incorrect request for {$1200.00} per month amount. Today is XX/XX/XXXX and I have received no call. Messages have been left by myself for MrXXXX XXXX on XX/XX/XXXX, XXXX, and XXXX with no return call or resolution. When calling to customer service on XXXX again, I reached XXXX in customer service who was very helpful, but again unable to provide a resolution. She showed that the monthly payment has been updated as of XXXX yet no action was taken to correct the errors from XXXX or XXXX amounts due. The rep confirmed that the task which was the request for a call from Mr. XXXX, was closed as completed. There has been no call for resolution and instead lazy accounting was completed to correct moving forward and to leave an erroneous {$1200.00} escrow amount due for XXXX. The amount the company shows due at this point, that can not be explained by any of the representatives I have spoken to, is {$1600.00} for XXXX plus {$940.00} for XXXX totaling {$2600.00}. They have added late charges on top of this, although we have been working on a resolution and explanation since XX/XX/XXXX. The actual monthly amount should consist of the following : Principal and Interest : {$490.00} Escrow : - FHA MI : {$71.00} - Tax : {$150.00} - Lender placed hazard : XXXX Total Monthly Payment : {$890.00} Any amount outside of this amount will need an explanation. This is all we are asking for but have yet to receive. This type of service and practice should not be able to occur. A company should not be able to scam their way into attempting to take a home. If I had not spent hours of my time working to correct accounting that should be completed by the company, we may be in a situation where they attempt to put us in default and foreclose altogether.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: NewRez LLC wilfully breached its contract with us and violated federal and NY state law when it wilfully and intentionally failed to fund the loan herein. There is no condition in either the commitment letter or the conditional approval notice or law or regulation which allows them to fail to fund the loan herein.The three day right of recission under federal law is there for the borrower only. Once the closing occurred on XX/XX/2020, the funds for the loan were required to have been segregated so that the same would be immediately available on XX/XX/2020. Instead, late on XX/XX/2020 New Rez e-mailed the mortgage broker and told them they were not funding the loan. If the loan herein were for the purchase of the property it would have funded on the closing date. I attach the closing disclosure and commitment and approval notice. We called them e mailed them wrote them and had an attorney write them all to no avail. We want them to immediately fund the loan and pay of any all costs incurred by my clients as a result of their actions herein. They closed the loan and failed to fund and costs me a ton of money and ability to refinance
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with monetary relief
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called my mortgage servicer on XX/XX/2020. I was told that the only way to repay my forebearance was a lump sum or 40 year loan modification. I've read several news stories about this and I should be able to defer the payments to the back end of my loan. However I was denied this option. My loan is federally backed. I believe I should be able to defer my payments to the back end of the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The forbearance period ShellPoint servicing is offering I feel does not comply with the recently passed CARE law. My understanding is ShellPoint Mortgage Servicing will allow a forbearance of a maximum of 90 days then the full amount owed is do ... Hence if your payment is {$1000.00} a month and you miss 3 payments you will owe {$3000.00} after the 90 days. I do not see how this is helpful? The 3 missed payments should be added to end of the loan not within 90 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33186
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Why did NewRez LLC Shellpoint transfer a loan into my name on XX/XX/XXXX when I was not the owner of the real estate? Details as follows : On XX/XX/XXXX, NewRez LLC dba Shellpoint transferred their loan # XXXX, in the amount of {$380000.00} for real estate at XXXX XXXX XXXX XXXX, XXXX, CA, into my name when I was not the owner of the real estate nor was I the mortgage holder. My ownership of this real estate ended on XX/XX/XXXX and the XXXX loan # XXXX for {$380000.00} for the same real estate was satisfied in full to a XXXX balance under my name on XX/XX/XXXX. ( See the 1099 for XXXX that XXXX sent as legal documentation. ) Why did NewRez LLC Shellpoint transfer a loan into my name on XX/XX/XXXX when I was not the owner of the real estate, and my loan for the same amount for the same real estate was satisfied in full XX/XX/XXXX.
Company Response: Company disputes the facts presented in the complaint
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind on my payments in XX/XX/2020 because of loss of income, I had a an agreement with the bank to pay an additional {$500.00} in addition to my regular payments. The bank sold a loan to another company and the payment agreement was no longer valid. The new company that owns the mortgage is a debt collection agency. They do not want to work out any type of agreement with my payment options.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received on XX/XX/XXXX an envelope from my tenants addressed to " OCCUPANTS '' of a NOTICE OF ACTION TO FORECLOSURE on my property that they occupy. It was then that I learned that my home was purchased by XXXX XXXX, XXXX for a tax lien in late XXXX. XXXX XXXXXXXX sold my home loan to NewRez Mortgage Company ( hereinafter referred to as NewRez ) in XXXX. I learned via research that taxes are due in XXXX XXXX County, MD in XXXX and XXXX annually, respectively, when paid in halves over a period of one year. When NewRez purchased my mortgage loan from XXXX XXXX in XX/XX/XXXX, they ASSUMED ( instead of vetting through a proper Quality Assurance process ) that XXXX XXXX was up to date on paid XXXX taxes ( XX/XX/XXXX XXXX. NewRez paid the taxes in the amount of {$2800.00} on XX/XX/XXXX assuming that their payment was for the XXXX half of the year - Payment in Full for XXXX ( Attachment ( 1 ) - line item dated XX/XX/XXXX, Tax Bill 1 Disbursement ). Assuming my property tax account was current, they sent me a surplus check in XX/XX/XXXX in the amount of {$890.00} ( Attachment ( 1 ) - line item dated XX/XX/XXXX, Surplus Disbursement ). They did not do a thorough review of my account ; otherwise, they would have vetted non-payment of my property taxes by XXXX XXXX prior to any surplus disbursements. I visited and spoke with the XXXX XXXX County Tax Office Financial Supervisor ( Mr. XXXX XXXX XXXX' ) on XX/XX/XXXX, about this matter. He provided me with information regarding the entire process on tax liens and tax sales on properties with delinquent taxes. According to him, when the latter is the case, the County does NOT accept any payments forward until the prior year 's delinquent tax debt has been collected/paid in full. Additionally, payment can not be made to the Tax Office until all legal and court administrative fees have been paid in full. In this case, payment would be made to XXXX XXXX, XXXX for legal and court administrative fees ( Attachment ( 2A ) and Attachment ( 2B ), respectively - email and invoice from XXXX XXXX, XXXX ). Because the taxes on my property were not fully paid in XXXX, the County 's Tax Office refused XXXX 's tax payment from NewRez in XX/XX/XXXX. The County notified NewRez of the delinquent tax debt dating back to XXXX and informed them that payment in full would need to be received before they could accept any tax payment for XXXX. When the County refused acceptance of the tax payment in XX/XX/XXXX, NewRez instead sent me a surplus check in the amount of {$2800.00} since they were not able to pay the first half of the XXXX taxes ( Attachment ( 1 ) - line item dated XX/XX/XXXX, Surplus Disbursement ). They did not make an attempt to correct the outstanding XXXX tax debt, nor did they attempt to make any additional tax payments in the calendar year XXXX. As well, I was not notified of the tax discrepancy or the County 's position when a surplus check was mailed to me. It appears that finally in XX/XX/XXXX the house was purchased for taxes by XXXX XXXX, XXXX. No tax payments were received by the County in XXXX as a result of the delinquent taxes due for the year XXXX. I made my first phone call to NewRez when I received the NOTICE OF FORECLOSURE envelope from my tenants on XX/XX/XXXX. I inquired about the status of my mortgage account in that I had never been late on a payment. I informed the phone representative that I was being sued by XXXX XXXX, XXXX. They assured me that whatever I had received must be in error as my account was current and had never been delinquent. I studied the package and lawsuit carefully over the weekend. I again phoned NewRez on XX/XX/XXXX. I spoke to XXXX, phone representative, who told me that they sent XXXX XXXX, XXXX a check in the amount of {$2800.00} on XX/XX/XXXX, but she didnt know why nor did she know who XXXX XXXX was. She stated that the account notes indicated that a " special payment '' was to be sent to them, but no other information was provided in the notes. I emailed to them a copy of all delinquent tax bills dating back to XXXX ( I had received them from Mr. XXXX XXXX XXXX XXXX County Tax Office Supervisor ). I also emailed them the entire 46-page lawsuit XXXX Maryland XXXX XXXX XXXX # # # # # # XXXX on this day. I phoned back on XX/XX/XXXX, but was told by the representative that although they are in receipt of my email package ( with attachments ), it would be 3 - 5 business days before someone would follow up with me regarding the contents of my email. There was a suspense date of XX/XX/XXXX before an additional interest penalty would be assessed onto the delinquent tax account. No-one followed up with me. On XX/XX/XXXX, I phoned NewRez and spoke to Mr. XXXX XXXX, NewRez phone representative, who informed me that the notes reflected an escalation to my account on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, by XXXX ( the 3rd party providing payments to tax offices on behalf of a respective mortgage company ), but he couldnt see what the issue was and why the escalation to my account occurred. That information wasnt provided in the notes at the phone representative level according to him. I spoke to the County Tax Office on that same day, Mr. XXXX XXXX XXXX, who informed me that it appears that XXXX ( on behalf of NewRez ) was doing something to my account with a tickler deadline date of XX/XX/XXXX which happened to be the due date that the next monetary interest penalty would be assessed to my property tax account. I followed up several more times with NewRez all of which times I got the " run around. '' A high level manager, Ms. XXXX XXXX, informed me on XX/XX/XXXX that my account was fine ; my house had not been sold for any tax lien ; my house had never been in foreclosure ; NewRez had never received any email or paperwork from me ( I had previously verified the prior week that the paperwork ( email and attachments ) was indeed received ) ; I was never being sued by XXXX XXXX ; she didnt even know who XXXX XXXX was ; she didnt understand what I was talking about, etc. I spoke to XXXX XXXX XXXX, a first line supervisor, the following day ( XX/XX/XXXX ) who confirmed that indeed a payment was made to XXXX XXXX, but she didnt understand why. She did admit that it appeared that something was going on with my account, but the end result of my conversation with her was that someone would call me back with information. I never received that phone call. I confirmed with the County Tax Office ( Mr. XXXX XXXX XXXX ) the following week that the account was paid up-to-date, and he provided me with receipts via email ( Attachment ( 3 ) - XXXX County Property Taxes Receipt ) ( Attachment ( 4 ) - XXXX County Property Taxes Receipt ) ( Attachment ( 5 ) - XXXXl XXXX County Taxes Receipt ). In early XXXX, I also followed up with XXXX XXXX XXXX ( XXXX ) office at XXXX XXXX via email that all legal and court administrative fees were paid to his office by NewRez ( XX/XX/XXXX, {$2800.00} ). His assistant provided me with a receipt as well ( Attachment 6 - Legal and Court Administrative Fees Paid - Request for Property Redemption Release ). As my court date was scheduled for XX/XX/XXXX, I noted that XXXX XXXX XXXX ( XXXX XXXX ) had filed a Motion to Dismiss my case. The Motion to Dismiss was granted with prejudice ( Attachment 7 - Circuit Court of Maryland Case Information ). I received a " Certificate of Redemption '' freeing my home from the foreclosure/tax sale process and the tax lien XXXX Attachment 8 - Certificate of Redemption ). Because NewRez present day still remains steadfast in their claim that my home was never in foreclosure and my account was always current regarding payment and taxes, I anticipated they would append all interest penalties, and court administrative and legal fees to my escrow account. And they did! Ive had at least 2 conversations with first line phone representatives with promises that someone from their QA/Tax/Escrow Account Office would return my phone call. That call never happened. However, in one of the 2 conversations I had, the representative, a young lady, was passive aggressive with me telling me that her name was some XXXX cartoon characters name ( I learned the following day that her name was XXXX XXXX ). I made a request for an escalation and eventually received a letter dated XX/XX/XXXX ( Attachment ( 9 ) ) from NewRez dba ( doing business as ) ShellPoint Mortgage thanking me for providing them with a past due statement and informing me that they made payment as follows without the explanations that I provided below : XX/XX/XXXX {$2800.00} - XXXX XXXX, XXXX ( legal/court administrative fees ) XX/XX/XXXX {$80.00} - Tax XX/XX/XXXX {$270.00} - Tax XX/XX/XXXX {$710.00} - Tax XX/XX/XXXX {$5500.00} - Tax XX/XX/XXXX {$2600.00} - Tax TOTAL TAX COSTS INCLUDING INTEREST PENALTIES = {$9200.00} Additionally, in the letter there is no mention as to why payment was made to XXXX XXXX, XXXX nor did they acknowledge ANY of the delinquent property tax interest penalties paid or XXXX XXXX as the buyer of my homes tax lien. Also, they did not acknowledge or address the lawsuit for the foreclosure/tax sale ( court date XX/XX/XXXX ). They only stated that ALL taxes were paid. They paid in total an amount of {$12000.00} and explained nothing to me as to why a normal tax year of approximately {$5500.00} in XXXX XXXX County, XXXX, MD ( Attachment ( 10 ) ) turned into {$12000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to get my PMI cancelled for a couple months now. Over these couple months, I have called my mortgage company, NewRez, numerous times and have consistently received incorrect and inconsistent information. Their employees clearly aren't trained well enough to know the rules regarding PMI removal, as I received different information each time. They record all of their phone calls so there is evidence of this claim in their systems. I finally seemed to reach someone who knew what they were talking about, and we were able to get an appraisal scheduled by an appraiser chosen by NewRez. I was informed that that would cost me at least {$400.00}. The appraisal ( technically a " broker price opinion '' ) valued my property at {$750000.00} and was dated XX/XX/20. On that same date my principal balance was {$540000.00}. That put my loan-to-value at 73.2 %. My loan is in good standing. The loan is current, there has never been a late payment, and there are no subordinate liens on the property. On XX/XX/20 I still was charged for PMI, and have tried to contact the lender numerous times. Each time I was on hold for over 30 minutes before giving up or the call just automatically disconnecting. I did submit a written request again through their system, and I just received a letter today, dated XX/XX/20, telling me that I do not meet the requirements to cancel PMI. The letter did not give an explanation of why. They are going to now charge me for the appraisal and continue charging PMI, despite a 73 % LTV.
Company Response: Company disputes the facts presented in the complaint
State: IL
Zip: 60625
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-07
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Over the years our Mortgage Company has transferred our Mortgage to another Company. The last change was to XXXX who evidently is in bankruptcy. Not sure. Tried to call them but the answering machine said due to the sale of assets we are not taking any calls. Refer to your goodbye letter. We received this letter on XX/XX/2020. Letter states Notice of Servicing Transfer. States the servicing of your mortgage account is being transferred effective XXXX with your payment due XXXX. This means that after this date, a new servicer will have the right to collect your mortgage account payments. We made our last payment to XXXX XX/XX/2020. Shellpoint Mortgage Servicing will collect your payments going forward. On XX/XX/2020, we received a letter from Shellpoint Mortgage Servicing stateing they are pleased that the owner of your mortgage. Anytime after or on XXXX they were now taking over Mortgage Paymnets. I went online and set up to have automatic payments made. I chose to have them take out our Mortage payment on XXXX. They sent me a letter stating the confirmation of my authorizing monthly payments drafts and the first payment amount would be % XXXX which is the amount of our Mortgage. So they took out that amount on the XXXX of XXXX, and it cleared the bank. On XX/XX/2020 we received a Mortgage Statement of Amount Due, and the total was $ XXXX which was and added charge on the payment. {$6.00} which was a fee for an overdue payment. Didn't make sense since the money was already taken out on the XXXX of XXXX for the right amount of {$550.00}. My husband called and waited on the phone for over 1 hour on hold before a girl name XXXX came on to help him. He explained the situation to her and she even admitted that there shouldn't have been an extra charge. Then she said she would have to transfer him to the billing deparment. Another 1/2 hour wait before XXXX XXXX came on the phone. Not sure I spelled his last name right. My husband went through the whole thing AGAIN stating we didn't owe the money that we were not late with our payment as it wasn't even XXXX XXXX yet. He stated that it wasn't an overdue payment amounth that it was a fee. He explained that XXXX charged a fee. That is when I took over the conversation. I told him we were NOT paying the {$6.00} for a fee we didn't owe. Letter stated overdue payment. I told him I didn't car what XXXX charged that he needed to go after them for the {$6.00} fee since we owed them nothing. Our Mortgage was paid on time always. He set we are a debt collector and I said I didn't care we didn't owe the debt. I know this is a small amount but we are not paying the money since it is not ours to pay. I asked to speak to a supervisor and of course I couldn't and was on for a while and I did lose my temper as he wouldn't give me a supervisor. I used my cell phone to call XXXX while still on the phone with him to tell XXXX why the fee since we have had 3 different companies over the years take our Mortgage Payments, but they were not taking calls. This is where we stand. We are not paying the {$6.00} and we sent the invoice back to them stating that we are not paying the fee since our Mortgage was paid on time. Hope you can help us. I know this is a small amount but I bet they are doing that to every customer that they took over from XXXX. If you need documentation I can provide it.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A