Date Received: 2020-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX complained to NewRez Corp ( my VA loan provider ) that I had received a delinquent tax notification copy of the delinquency notice ( sent on XXXX ), and was asked to send. At that time there was sufficient funds in my Escrow account to pay the total tax bill which had increased from {$3400.00} to over {$3800.00} due to the delinquency. I asked them to immediately pay my taxes on XXXX, XX/XX/XXXX and XX/XX/XXXX. I was sent several notifications that this would be taken care of. When I called and asked why, I was told the tax had already but paid, the amount was still in my Escrow, and again send a copy of my delinquency notice. Then I received a notice of wage garnishment and then contacted them several more times after this. My tax was finally paid on XX/XX/XXXX, but only after 3 wage garnishments had been made, and likely a fourth the upcoming pay period. I am now short {$1600.00} and will not be able to make my upcoming mortgage and will likely have to pay a late fee thanks to their poor service. I have also had to pay the {$480.00} charge for the delinquency.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60187
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: A week ago I wrote this company and explained that I do not know who they are or what they are trying to scam, but to stop sending me mortgage collection notices. Now they are sending me insurance documents for a property in Florida. I live in Ohio. I indicated that if this continued that I would notify the proper authorities, but yet they continue.
Company Response: Company disputes the facts presented in the complaint
State: OH
Zip: 43615
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX - NewRez sent me an e-mail telling me that I can send proof of home insurance to XXXX On XX/XX/XXXX - I sent proof of home insurance ( this new insurance had information like ID # from previous insurer for year XXXX ) to NewRez at XXXX On XX/XX/XXXX - NewRez placed a lender home insurance on my profile Following that date, I have repeatedly called into their system following many redirects and loops that inevitably disconnected on me. For the few times that I got through, I reached a human staff at NewRez. I was then instructed to send all of my home insurance info again to XXXX I still see a balance on my escrow account ( I originally did not have any escrow account ). I have attempted in good faith to follow up with NewRez request for information and supplied all necessary documents. NewRez has so far not been cooperative and has placed a balance on my file in bad faith and isn't trying to handle this situation in a timely manner. This happened before the COVID-19 became a serious problem in the US.
Company Response: Company disputes the facts presented in the complaint
State: TX
Zip: 77007
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A new mortgage company, Shellpoint Mortgage Servicing recently took over my home loan from the previous lender, XXXX, which recently went into bankruptcy. Neither XXXX or Shellpoint ever sent any letters, binders, payment information, or any other type of notifications. All information I obtained was through researching Shellpoint was through another " New Rez '' company that informed me that they were a debt collection agency and I had an outstanding balance of over {$8200.00}. I paid this amount fearing this new loan company would foreclose on my loan, however, there were many " late '' and other unexplained fees. Upon multiple requests to speak to a manager, they denied the requests and refused to assist in explaining how it was legal, ethical or in good faith to charge fees for anything without explaining what the fees were for. I received a letter on XX/XX/20 that was dated XX/XX/20 saying there was a negative balance. I have since tried multiple times to contact this company for assistance without reply. This is an unfair delinquency as I have had the funds for months but did not have any information sent to me as to the handling of my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96793
Submitted Via: Web
Date Sent: 2020-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am filing a second complaint with CFPB against NewRez dba Shellpoint because CFBP closed my first complaint XXXX while not one of my concerns were addressed by NewRez dba Shellpoint. I am disappointed that CFPB would close my complaint without ANY rele vant response from NewRez dba Shellpoint. Please see my first complaint filed with CFPB, complaint number noted above. In a nutshell : On XX/XX/XXXX, NewRez dba transferred a mortgage totaling {$380000.00} ( account number XXXX ) to me as the mortgage holder and owner of a property when I did not own the property and the first deed of trust loan was more than satisfied and paid off to a XXXX balance. NewRez dba Shellpoint said in their response to my first complaint that there was a zero balance on the mortgage/loan under my name XX/XX/XXXX when the property was sold. I did not sell the property on that date because I was not the owner. Again, my loan had shown a zero balance XX/XX/XXXX. NewRez dba transferred the new loan to me in error. I was not the owner. I had received a XXXX, IRS form 1099A from XXXX, that I have submitted with this complaint that proves that the property was owned by XXXX XXXX XXXX XXXX XXXX after XX/XX/XXXX. I filed that correct IRS form 1099A for XXXX with my XXXX federal and state taxes. To my horror, I received a XXXX IRS form 1098 in XX/XX/XXXX from NewRez dba Shellpoint ( NewRez had purchased XXXX ) showing me as the owner/mortgage holder. NewRez dba Shellpoint in their response to my first complaint CFPB XXXX that the IRS form XXXX, 1098 was sent to me by mistake and I should ignore. This is not acceptable. I can not and will not ignore the XXXX, 1098. I demand a corrected form showing my name with a XXXX amount in box 2 ( Outstanding Mortgage Principal ) and no date in box 3 ( Mortgage Origination Date ) and XXXX amount in box 10 ( Other, because I did not pay into an escrow account for property tax of {$2100.00} ) and no date in box 11 ( Mortgage Acquisition Date ). As the provider of the XXXX, IRS form 1098, NewRez must follow legal IRS procedure, send me a corrected form and can not not simply tell the me, the recipient and taxpayer, to " ignore '' the form. I have filed complaints against NewRez dba Shellpoint with the Attorneys General of Pennsylvania, California and South. Carolina.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hi, I have entered into a loan contract with NewRez LLC to refinance my mortgage. The loan number is XXXX and the agents handling my loan are XXXX XXXX ( XXXX ) XXXX XXXX ( XXXX ). On XX/XX/XXXX at XXXX XXXX Mr. XXXX and I discussed the loan over the phone and agreed on the terms. In that call Mr. XXXX informed me that the requirement to conduct an appraisal had been " waived '' and that the loan was ready to proceed. On XX/XX/XXXX I received an email from XXXX XXXX indicating that my loan has been approved. Upon emailing Mr. XXXX of the good news, he informed me that Ms. XXXX would be handling the closing from here on. I attempted to contact Ms. XXXX several times between XX/XX/XXXX and XX/XX/XXXX to discuss the closing process. The attached log shows the calls. On XX/XX/XXXX I received the closing disclosure, which described the final loan terms and closing costs. On XX/XX/XXXX ( today ) my wife and I signed the closing disclosure. On XX/XX/XXXX Mr. XXXX informed be that despite being provided with the final loan terms and closing costs, and although having signed an agreement to proceed with closing, that now NewRez needs an appraisal. Conducting an appraisal at this point will impact the loan terms and closing costs, which were already finalized. Mr XXXX informed me via email ( attached ) that the firms to which he intends to sell the loan to are requesting the appraisal and it is out of his hands. I would like the CFPB to compel NewRez to honor the loan agreement that they offered and I signed and commence with closing. It is not my concern as a borrower if the resale market for my loan has changed and NewRez wants to change the terms as a result.
Company Response:
State: CT
Zip: 06611
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: After an XXXX account analysis, New Rez Mortgage company raised my monthly payment from {$1000.00} To {$1400.00} for XX/XX/XXXX payment. The payment increase is partially due to the over payment of taxes to XXXX County, Maryland by New Rez. On XX/XX/XXXX New Rez had paid {$1600.00} for taxes of XX/XX/XXXX through XX/XX/XXXX. Then I received another bill from the County for taxes. I immediately forwarded the new bill to New Rez through a fax on XX/XX/XXXX. In this bill the County acknowledges the receipt of the aforementioned payment, and had requested an additional payment of {$45.00} for the shortage. Instead of paying the requested shortage, on XX/XX/XXXX New Rez forwarded {$830.00} to the county. The county refunded the surplus of {$790.00} to New Rez on XX/XX/XXXX. So far, New Rez has repeatedly states that they don't know why the refund has not been applied to my screw account. The Rez XX/XX/XXXX XXXX account analysis is based on this over payment, in addition to projection of this over payment for XX/XX/XXXX.I have called their customer service many times over, and their customer service hang up on me because they are not competent to answer the simplest questions. I have also requested in writing for separation of XXXX account, so that I can pay my tax and insurance in a trouble free manor. So far not only they have not responded to these requests, but also have sent me an inflated bill of {$1400.00} for XX/XX/XXXX. Last year I complained to your agency for the similar XXXX account problem. Although New Pen fixed the problem, and I had paid my regular monthly payments each month,. they charged me 2 month of the late fees.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX, ( after XXXX ), I had called New Rez regarding making payment arrangements. I spoke with XXXX XXXX, who kindly assisted me in the matter. Mr. XXXX advised that I would qualify for a forbearance. I gave the authorization, and approved for a forbearance. This was effective XXXX, XXXX. Since then I have received an overabundance of collection calls and letters. When speaking to the associates, who are aggressive in their collection methods, I make mention that my account is in forbearance. At this point the associate rescinds their collection script and apologize. This has been occurring every month since XXXX with the associate advising that they will notate the account. Now, on XX/XX/XXXX, I have received eight pieces of mail threatening default and acceleration. I have complied with the forbearance and made payments at the end of the month. I am due for XXXX and XXXX at the time of this writing. I have called New Rez and have been hung up three times and transferring all over the company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76182
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: On XX/XX/XXXX I contacted my current mortgage service company, NewRez, LLC to inquire about current interest rates because I was thinking of refinancing. The person I talked to, XXXX XXXX XXXX # XXXX asked of our names, social security numbers, and some other info. I assumed this was to see what type of credit risk we are ( both XXXX scores north of XXXX ). He said he would research and get back to me. The next thing you know I received an email with a link to sign Initial disclosure forms. I immediately emailed XXXX and reiterated that I DID NOT APPLY for a loan but was merely inquiring about rates. He replied not to worry, that it was just their system automatically responding to whatever he did internally. He said just ignore it. Fast forward to XX/XX/XXXX and we received paper copies of the Initial Disclosure documents in the mail. I want this whole file expunged from their records, any detrimental affect on our credit reports to be cleaned up by them, and for this to have no effect on our current mortgage. I feel, that I was lied to, mislead, not listened to, and handled in a most unethical way. I have attached the cover letter I received for reference.
Company Response:
State: CA
Zip: 94947
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our existing mortgage from NewRez to another mortgage company and closed on XX/XX/2020. We have tried numerous times to reach out to NewRez to get our escrow refund of over {$3300.00} and any other over charges. We were left on hold for over 40 mins to then be disconnected. We have done this numerous times and have also left message. We have yet to get a response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A