Date Received: 2020-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been making bi-weekly payments and monthly payments. None of the payments are being applied property. They kept showing my payments are unapplied. Payment processing is not properly reflecting my payments. Payments are consisting receiving but on hold somewhere. I need an audit so this lender will fix their payment processing system. I requested to cancel the bi-weekly payment but they are still processing unauthorized payments. Yet they are not reflecting properly on my principal balance. I need help before they illegal foreclose on my house.
Company Response:
State: TX
Zip: 77095
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I'm currently trying to get a VA loan for my recently deceased Grandfather 's property. NewRez mortgage took over my current mortgage in XX/XX/XXXX. NewRez said, there would be a 60 day grace period to get payments on schedule and no late payments would go against my credit in that 60 day period. When the new company inquired about my payment history with NewRez, they responded I had a 30 day late for XX/XX/XXXX but when i call NewRez they tell me that i have no late payments and nothing late will show on my credit. i asked, NewRez to write me a letter explaining that and send to me by email so i can provide this to the new mortgage company. They are insisting they can't do that and keep sending me a payment history. Basically, they keep telling me i have no history of a 30 day late payment and nothing will go against my credit but attached is a form they supplied to the new mortgage company saying i have a 30 day late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28043
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage that was being serviced by New Rez ( Shell Point Mortgage ). The wire for the payoff was sent on XX/XX/2020 from XXXX XXXX XXXX to New Rez. I have made numerous phone calls to New Rez, while waiting on hold upwards for an 1 1/2 hours. At that point I took the call back option, in which I never received a call back. I called again and spoke to customer service, in which I gave the Transaction Ref. No. and Federal Reference No. She stated, that the wire was never received and she would have a supervisor contact me within 48 hours, which never happened. I have called 5 times in total. I sent 2 emails with the wire information and never received a response. XXXX XXXX has also been calling New Rez and not making any progress. XXXX XXXX said the wire was never returned. New Rez has now charged me a late fee and continues to ignore any form of contact.
Company Response:
State: CA
Zip: 93551
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern. I am calling regarding loan number XXXX under XXXX XXXX. I am XXXX XXXX and the contractor currently repairing the fire damaged property. I and Mr. XXXX have been trying to get hold of your company for 2 months now pertaining to incorrect 1099 sent to me. In 2019, you sent me a total amount of {$50000.00} for repairs on the property ; however, you sent me a {$64000.00} 1099. Please send me the correct 1099 as you are delaying my company filing taxes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to the Covid 19 crisis I have been forced to work on an extremely limited basis. As a XXXX individual my income went to almost nothing during the month. On XX/XX/ another similarly situated XXXX friend called me and advised he had called his mortgage services-XXXX- and in compliance w/the Govts directive gave him an automatic 3 month forebearance and deferred his payments to the back of the loan-all in less than 1 hr. I called my services-Shellpoint Mortgage Servicing. Was on hold for 2 hours- and was then told 1 ) someone wd call me back in 7-10 days & 2 ) they werent aware of the 3 month deferral out of necessity. I believe something should be done immediately before Shellpoint creates greater stress & hardship on borrowers who have no income coming in due to a crisis not of their own making. Its just terribly wrong. As w/XXXX these problems can be resolved in an hour.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am somewhat concerned about the escrow balance amount of {$2400.00}. You may not be aware, but three companies have served this debt, namely, XXXX XXXX, XXXX XXXX, and currently NewRez LLC. As recently as XXXX XXXX XXXX did an escrow analysis thus balancing the account. Nevertheless, XX/XX/XXXX other analysis required a payment of {$550.00} to balance the escrow account. Now you are requesting XXXX to balance the escrow account. The XXXX City taxes were down in XXXX and I do not believe my homeowners insurance increased by XXXX. Again, this mortgage debt has been discharged in bankruptcy and any cost associated with that bankruptcy can not be charged to this account now. I am contesting this escrow balance account amount and requesting an analysis be provided with payments and actual escrow expenses included within the analysis, thank you for your understanding.
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: 48224
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez Mortgage Servicing Co. are not paying my county real estate taxes. I have been working with them all of XXXX and still do not have my taxes paid from XXXX XXXX. I understand this company has some serious problems with many other people. I have called them everyday starting on XX/XX/XXXX when I received my Delinquent tax bill. I faxed them 2 copies of the tax bill. My mortgage is paid up. They have taken my money for taxes, put it in an escrow account and not paid the taxes. Their associates don't know what to do, 90 % of the time. I have contracted them at least 30 times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21601
Submitted Via: Web
Date Sent: 2020-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The complaint is regarding mortgage fraud. My name was added to a mortgage filed XX/XX/XXXX. My initials and signature were forged on the document. The notary unethically stamped the document. I never met the notary that stamped and notarized the mortgage. On XX/XX/XXXX I was served a summons by XXXX XXXX. The summons requested my response because it stated that I was listed on the mortgage. The attached documentation shows that my name was typed on a mortgage for a property that belonged to my mother in XXXX, Florida. It seems as she was modifying the mortgage on her home and she forged my name/initials on the mortgage. She was a XXXX XXXX and had made connections with people in the industry. I have never met the notary that notarized the mortgage document The notary and my mother committed mortgage fraud. The mortgage was date XX/XX/XXXX ans secures the note that my mother signed on XX/XX/XXXX for {$170000.00}. My mother did ask me to be placed on the deed of her home in XXXX, FL back in XXXX which I agreed to because she said it was for estate planning purposes. However, after a few years I asked her to remove my name from the deed because she was planning on leaving the home to her son. My mother died in XX/XX/XXXX and willed the home in XXXX Florida to her son. He took ownership of the property but decided to go into foreclosure. Due to the foreclosure process is how i came to find out about the mortgage fraud. Since my name was not forged on the note this information never came up on my credit reports. The summons names me and my spouse as responsible parties and I am seeking legal counsel to help us clear our names. I never had any interest in this home nor do I seek to have any interest int his home. I just want help getting justice for this criminal act. I work for the securities industry and can not have a foreclosure attached to my name. My husband is also an innocent victim ion all of this. Any help you could provide us would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2020-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good evening, In my last efforts of trying to resolve a concern, I am reaching out to your department for assistance. My efforts are exhausted as I have tried to resolve this issue on numerousoccasions.
For one, we have never received an initial letter advising that her account was being transferred to another agency. ( Violation of the FDCPA ). Our records show we were still making payments to XXXX as of XX/XX/XXXX.
When I received the letter dated XX/XX/XXXX, stating the house was in the pre-stages of foreclosure, I placed a call in early XXXX.
The first call, I spoke with a representative who stated that he was going to submit a payment arrangement of {$2000.00} down and the balance to be paid over the next 6 months. This representative stated the SPOC XXXX XXXX or he will follow up that Friday with confirmation the payment plan was acceptable. ( No follow-up or phone ). *2nd violation of FDCPA. The representative stated he was sending an email to the SPOC ( Disclosing information to a 3rd party without borrower authorization ).
The second call was with a female representative the following Monday, she reviewed the account and confirmed the information that the original representative provided. Except, the payment arrangement that was submitted did not include the fees. She resubmitted the payment arrangement and included the fees. I advised the representative that I did not receive a call back from neither the representative or the SPOC XXXX XXXX. The female representative advised that she was submitting the information to the correct department, cc'ing SPOC XXXX XXXX and her supervisor. During this call, I requested to speak with a supervisor and was told the supervisor and managers does not accept calls and that they would return my call within 24 hours. As of today, I have not received a return call from XXXX XXXX or her supervisor. ( Poor customer service and VIOLATION OF THE FDCPA by disclosing information to a 3rd party without borrower authorization ).
The 3rd call was with a female representative, this representative advised me that she could not disclose information to me because I was a 3rd party. I advised her there was a letter of representative on file that the previous representatives found and disclosed information. She stated because the letter was not addressed to ShellPoint but XXXX it was not legit and that I needed to have a letter that was specific to ShellPoint. At this point I ended the call because I spoke to previous representatives that disclosed information once the letter of authorization was located for XXXX.
On XX/XX/XXXX, I sent XXXX XXXX following email : XXXX XXXX - Loan Number XXXXInboxx XXXX XXXX Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers State: PA Zip: 19120 Submitted Via: Web Date Sent: 2020-03-26 Company Response to Consumer: Closed with explanation Timely Response: Yes Consumer Disputed: N/A
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Date Received: 2020-03-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good morning. My name is XXXX XXXX and my phone # is XXXX. I have tried to unsuccessfully to reach my mortgage company since I have been out of work due to my state being shut down. I wanted to discuss options for some kind of temporary relief since I no longer have employment income. The phones are impossible and I was disconnected after holding for 59 minutes. This was my third attempt. I'm not sure if they hung up or my phone dropped the call. Their website has an option to submit a request for relief, but nothing works. There are tabs for forms to be completed but none of them work. They redirect you to the home page. Same result when I click on the tab to upload documents like bank statements. The only function that works is to look up statements and make payments. This company has made it impossible to reach them and to complete the necessary forms for relief. I am convinced that they're purposely avoiding their responsibility to the customers by setting up a system that does not work. My mortgage company is NewRez but seem to have a DBA of Shellpoint Partners. Phone - XXXX. Their address is XXXX XXXX XXXX XXXX Oh XXXX. Thank you in advance for your help. Have a great day and be safe.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06611
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A