Date Received: 2020-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late summer last year, I got a notice from my bank that I was overdrawn. I immediately checked my account and found that my mortgage company had double charged me. I reached out to NewRez, the company that holds my mortgage. They claimed that there was a miscalculation in my escrow and that it had to get caught up. The also said they had a right to take what they need from my account since I signed up for auto-pay. They then raised my mortgage by {$400.00} a month. It has been at that rate ever since. I did some research. Between my NewRez statements, and the Tax Assessors office Ifound that my escrow account, as of right now, is 100 % funded right now for the entire year. At {$700.00} monthly, they have me on schedule to pay in {$8400.00} in one year, when my total yearly payout is {$4400.00}. That is 90 % more, th an escrow has to pay out, yet I am required to pay in!!!!!! I have reached out to NewRez first by phone and, after being on hold for 2 h ours, used their email form. They do not have an email address listed. I received no response from NewRez right away. I tried SEVERAL more times to reach them via their phone system. Again, I was on hold forever. I also tried to use their auto callback system. This system claims you will not lose your place in line, and someone will call you back. Must be a long line since I am STILL waiting. Eventually I got postal mail from them stating basically we did what we were instructed and if you have any questions call. The number they list is the same number they never answer. This has extra charge has been crushing us financially. This will become substantially worse with my wife, as a XXXX XXXX XXXX, being forced out of work, since the XXXX were all shut down. I already had to take a temporary pay cut to make it through the rough times. If they are allowed to continue to violate my finances, on threat of losing my house, I WILL end up losing it. I need help to keep my house at this point. They will keep this up till I lose it. Anything you can do to help fix this would be much appreciated. Mortgage Company Information : Loan ID-XXXX NewRez LLC XXXX XXXX XXXX XXXX, SC XXXX Main Office NMLS ID # XXXX Tel : XXXX Only way to email them is at this URL. https : //ezhub.newrez.com/home/servicing/help/contact-us
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 49423
Submitted Via: Web
Date Sent: 2020-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ShellPoint Mortgage servicing website is always not working. i tried to make a payment 3 days in a row and couldn't because the website was down. but they expect people to make on time payments. This is settling people up for failure.
Company Response: Company can't verify or dispute the facts in the complaint
State: CA
Zip: 94561
Submitted Via: Web
Date Sent: 2020-03-22
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I XXXX XXXX XXXX XXXX am filing my complaint against New Rez /Shellpoint Mortgage Servicing I have been dealing with dishonesty and forced insurance on my loan which I know is not in compliance. They increased my mortgage payment to {$2000.00} due to they duplicated the payment to the insurance to make me go into escrow shortage. Now they continue to charge me the incorrect amount because they feel I need to wait and continue to pay for their erroneous mistake that has caused me an escrow shortage that should not be. They have made no attempt to contact me at ( XXXX ) XXXX no have they resolved this matter accordingly. Adding to this that they are out of compliance as they forced their insurance on my loan causing me to pay out of pocket {$2200.00}. They said they paid to me but did not I appreciate your immediate attention on my complaint as I am being over charged and ripped off by New Rez LLC /Shellpoint Mortgage Servicing. Sincerely XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez is reporting a late mortgage payment during the 60-day time period after XX/XX/XXXX notification of Loan servicing was transferring from XXXX to NewRez. XX/XX/XXXX mortgage payment was made to XXXX on XX/XX/XXXX within grace period. After discovering payment was returned, we immediately made the payment to NewRez for XX/XX/XXXX and XX/XX/XXXX and future payments have been on time Subsequently, NewRez has denied my request for removal of escrow and reported a 30-day late payment to credit bureaus for me and my co-borrower, XXXX XXXX due to this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53216
Submitted Via: Web
Date Sent: 2020-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New Rez is holding on to my escrow money and has not paid my property taxes. The taxes are now overdue. I called the company several times to get them to pay my taxes and they told me to submit a copy of my past due property taxes to them. I did, but there has been no response. I've tried calling again and agan, but hold time is so long that I have left two messages to call me back ( since last Friday, XX/XX/20 ). They have not called me back.
Company Response: Company disputes the facts presented in the complaint
State: CA
Zip: 93063
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold to Shellpoint Mortgage Servicing on XX/XX/XXXX. 1. I disputed " fees '' and my Escrow Balance on my loan by direct email to two different departments of Shellpoint Mortgage Servicing. 2. I submitted an initial letter in writing on both XX/XX/XXXX and XX/XX/XXXX. 3. On XX/XX/XXXX I received- by USPS- a letter dated XX/XX/XXXX from Shellpoint Mortgage ; with incomplete, wrong, and no detailed explanation of the " fees '' on my account. There was zero response of the explanation of my escrow account balance. 4. I then resent my original complaint along with a new dispute letter on XX/XX/XXXX, for my 2nd request for detailed explanation of both my " fees '' and escrow account balance. 5. It was not until XX/XX/XXXX that I received the written notice they have acknowledged my dispute ( which is beyond the requirement of the Mortgage Servicing Rules. 6. They have violated this by not responding within the 5 days. 7. They should of originally responded correctly after my first request ( XX/XX/XXXX ) for dispute of notice of error and to also comment- I did not receive a notice of acknowledgement from Shellpoint on the first request for dispute on XX/XX/XXXX. 8. I did receive a notice from USPS on XX/XX/XXXX from Shellpoint dated XX/XX/XXXX ( which is 43 days after my second request to complete my dispute from the first time I requested notice of error- which has been going on since XX/XX/XXXX ) stating that Shellpoint was " investigating '' my request. 9. Within the Mortgage Servicing Rules, RESPA, and Regulation X - Shellpoint Mortgage Servicing should meet the requirements for responding to written request and complaints of Errors within the 30-45 days that are outlined and required. 10. Within this time frame of 30-45 days they are to provide me with either : correct the error and also provide me with written notice of correction OR conduct investigation including providing me with written notification of wither or not error occurred. 11. This also falls under the Consumer Protection Statue. Shellpoint Mortgage Servicing is required to provide me with an accurate disclosure of cost to maintain compliance with these statues/laws. 12. After many request, I am now filing formal complaint for violation of my rights under the RESPA, Regulation X, Mortgage Servicing Rules, and/or the Consumer Protection Statue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30534
Submitted Via: Web
Date Sent: 2020-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our original Loan service ( XXXX ) was aquired by NewRez back in XX/XX/2020. We were contacted by NewRez loan Retention and Offered a spectacular Refinance option that required no out of pocket costs or appraisals. During the initial Refinance the communication was excellent. Once we submitted all documentation by XX/XX/2020 we received an email letter of congratulations that our loan had been approved with the new locked in rate of 3.7 % we were instructed that we would most likely move to closing before the end of XXXX. After this approval email, In XXXX received several phone calls asking for the required documents ( which were already sent in XXXX ) They had me send them to the same email several times, each time I questioned the whereabouts of my documents and there was no explanation. Afterwards I had had ZERO success reaching NewRez via email or telephone. My NewRez Loan processor refuses to return my calls or emails since XX/XX/2020. I filed a complaint with NewRez on their website and receive a certified letter in the mail that offered no help whatsoever, with Phone numbers that lead to irrelevant service departments. Now with the current world situation we are very concerned about the status of this refinance and have received Zero assistance, They claim my file is sealed, say that my loan processor is available and when transferring they hang up on me. I have all my attempts of email communication documented and can provide when necessary. Thank you.
Company Response:
State: OK
Zip: 73034
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, Shellpoint Mortgage Servicing sent me a letter asking for proof of hazard insurance on my condo. This was unnecessary since Shellpoint had assumed the mortgage two months earlier and sent me a letter saying I would not need to do or change anything. Still, on XX/XX/XXXX, I sent in proof of hazard insurance. A week later, I got another letter asking for the same information. On XXXX/XXXX, I called Shellpoint and the person said I had not provided the dates of the hazard insurance policy. On that same day, I provided that information. Despite providing the information that was requested, despite it being unnecessary based on Shellpoint 's prior statements, on XX/XX/XXXX Shellpoint charged my escrow account {$700.00} for hazard insurance on my condo that they had actual knowledge was unnecessary. They had this information for two weeks prior to this fraudulent charge. I have spent the past five days, beginning on XX/XX/XXXX, leaving voicemails, chat messages, and emails to Shellpoint but have received no response to get the money back that Shellpoint defrauded me of.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a massive issue with my servicers. I HAVE A SCHEDULED FORECLOSURE SALE DATE SET FOR XX/XX/2020. I noticed on the news that Donald Trump said he will suspend all evictions and all foreclosures. I hope XXXX XXXX XXXX will abide to the federal orders. I recently had my loan transferred over from XXXX XXXX XXXX who Ive been working with to achieve a loan modification. On or around XX/XX/2020 I received a letter in the mail stating that my loan has been transferred to a new servicer SHELLPOINT MORTGAGE SERVICING. Ive been working and trying so hard for so many years now to receive a loan modification from XXXX XXXX XXXX and before that XXXX XXXX XXXX And not once have they worked with me and cared or tried to help. To this day I have not received a welcome letter from the new servicer Shellpoint Mortgage Servicing. XXXX XXXX XXXX still placed my home on a foreclosure sale especially while the transfer happened. This is not good because it does not give me any time to work with the new servicer to work out options let alone given any time what so ever to have a chance to be reviewed for a loan modification. XXXX XXXX XXXX and Shellpoint Mortgage Servicing strategically transferred my loan so that the time frame would just sell my home. If XXXX XXXX XXXX and Shellpoint Mortgage Servicing continues to foreclose on my property they will be in violation of the CALIFORNIA HOME OWNERS BILL OF RIGHT ACT and definitely other laws for wrongful foreclosure. Also the federal order that Donald Trump stated.
Company Response:
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred to shellpoint a debt collection mortgage company. They recieved it from XXXX. XXXX, illegally foreclose on us. They never owned 100 percent of our loan. They recieved it from XXXX. Under court order XXXX was supposed to make all accounts correct after cfpb ruling XX/XX/XXXX. Instead of following court orders XXXX continued the illegal and abusive debt collection practices. Notice my complaint from XX/XX/XXXX, calling my dad released my information to him forced him to make payment on my account, used illegal debt collection practices even stating they was coming to repo my home. I requested my title. Did it again to my grandmother in XX/XX/XXXX both times blew it off. Again after I filed a cfpb complaint. No settlement was offered. XXXX, gets our loan we get a foreclosure process in XX/XX/XXXX they refused also to fix the issues and follow court orders. We had to file bankruptcy in XX/XX/XXXX. XXXX, pulls our home from the bankruptcy court. Because if, the judge had opened a investigation they would have found our mortgage was unsecured. Due to how many times between XXXX and XXXX had sold our loan to different companies. XXXX, never sent me how to pay them. Well XXXX then files bankruptcy in XX/XX/XXXX. XXXX files a emergency hearing in XX/XX/XXXX.Using XXXX XXXX XXXX XXXX as attorney/debt collector. We finally get information in how to pay them and a court order to pay them directly using a certain account number. We follow the order starting XX/XX/XXXX we was ordered to pay attorney fees, get our own insurance, and pay them directly. XXXX, never entered it into their system. XX/XX/XXXX we get a illegal eviction notice. I filed another cfpb complaint. XXXX, violated my automatic stay, refused to follow court orders numerous times, filed an ap hearing, violating truth in lending, false court documents, illegal foreclosure, personal injury, willful malicious injury and fraud. Lost my pay raise, my wife put on watch at work, had a wreck totaled my car on XXXX XXXX forced to borrow a car to get to and from work till this day, my son who is autistic wrote a suicide note and forced to move schools, almost divorced my wife, my daughter forced to change schools. We finally get an ap attorney. XXXX, refused to settle again. Cfpb, refused to do their job an protect consumers as well. XXXX files bankruptcy again right before my hearing in XXXX or XXXX. Sends my a request to change my account information. I call to find out how. XXXX, let me hear my account information and they took my XXXX XXXX payment which was for my XX/XX/XXXX payment put it towards forced placed insurance. Filed another cfpb complaint nothing done again. Since, this happened after they filed bankruptcy. They send me a 410 claim. I requested my title, and XXXX XXXX dollars. For fraud and willful malicious injury. Which trumps their bankruptcy. Ap hearing went on until XXXX of XXXX and in court I told judge XXXX XXXX in front of their attorney XXXX XXXX that I refuse to continue to pay them until they settle due to all the court order violations and the refusal to settle. Now my loan has been transferred to shellpoint and they are using a 3rd party vendor to contact people about their loans. I have called them since XXXX XXXX when I recieved my letter stating they were getting my loan. Told them my loan was illegal, fraud, willful malicious injury, had a 410 claim attached, and my title must be sent to me immediately. XXXX XXXX was supposed to settle with me before XX/XX/XXXX. She has not made a effort as of currently to fix this mess. I told shellpoint to call me back ever since XX/XX/XXXX they have refused. As you know once they sent it to a 3rd party for information as they did today. That violated my stay again since they accepted the illegal transfer and made the liable for my request in my 410 claim. In more than one occasion they have said a person will contact me within 48. Last week it was 5 days I called back let them know no one contacted me. They still haven't and now use a 3rd party to contact me requesting my mailing address and phone information. I told them contact my bankruptcy attorney XXXX XXXX and tell shellpoint to sent me my title by XX/XX/XXXX along with my 410 claim paid in full by then also. I am tired of the cfpb and these clowns getting away with breaking the law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A