Date Received: 2020-03-16
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My mortgage was transferred to NewRez Mortgage LLC in XX/XX/XXXX. I reviewed account online in XX/XX/XXXX to discover a {$15.00} fee pending. I called on XX/XX/XXXX and was told it was for an inspection and nothing else. I was instructed to write them to dispute it. I emailed company on XX/XX/XXXX. Mailed a hard copy the next day. After several weeks, I heard nothing. I received a notice in mail that NewRez was attempting to send me a large envelope that the PO would not deliver that day. I complete the form online for the PO to deliver it but it still never arrives. However I called NewRez that evening. After talking with many representatives, I was accused of being 42 days late in XX/XX/XXXX. After about 30 minutes and I had every payment documented with my statements, they corrected that statement and CONFIRMED that I was NEVER late. Said it would take 2 weeks to correct the fee. On XX/XX/XXXX I called again and they once again said it would take 2 weeks to clear. I emailed them once again on XX/XX/XXXX and still no response. They acknowledged the fee is in error but not clearing it. It now makes it where I can not pay extra into escrow account until the fee is paid so it is affecting my ability to pay correctly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 312XX
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage was assumed by New Rez effective XX/XX/XXXX from XXXX. I was contacted by the new company and told it would be a good idea to refinance at this time. I have dealt solely with XXXX XXXX. LO / AE NMLS # : XXXX via phone and email. I told Mr. XXXX what I wanted to accomplish through a refinance and what I was willing to pay. He assured me the numbers would work and we proceeded. I was told I had to have a home inspection paid for out of pocket. I paid for the home inspection. I was given the impression the paperwork would be sent to me quickly. I took multiple weeks and when arrived, the new loan is for a payment I could never afford almost {$400.00} more than I currently pay and at a higher interest rate than I currently have. I made it very clear that I would not be interested in refinance without it bringing down my interest rate and not changing my monthly payment more than {$100.00}. Mr. XXXX assured me this was how the loan would look. During this long process I have also managed to bring up my credit score 40 points so there is no reason on my end for the interest rate to have gone up. I feel they misrepresented what they were offering and cost me the money for the home inspection. I could have applied that to another debt that would have positively impacted my credit score further. Now I am out {$500.00} and have not successfully refinanced. This is very sad to me. XXXX was enough of an issue but to now be sold to an unethical company I am worried about the future of my mortgage. I have attached the email telling me I had to have the appraisal and the fee associated as well as the first document sent to me showing 3.75 % and the final document showing 4.99 %.
Company Response:
State: TX
Zip: 77573
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My homeowners insurance is due immediately, if not paid my policy will cancel effective XX/XX/2020. I have sent 3 emails to Shell Point Mortgage requesting to pay my homeowners insurance from my escrow. My homeowners insurance is due to XX/XX/XXXX and to date they have not received payment. Shell point Mortgage is the worse loan servicer on the planet. I am sick and tired of trying to work with them. To date I can't even make a payment on my mortgage through their website, it continues to state " this account cant make payments online ''. Plus my mortgage is current, so HELP ME UNDRSTAND WHY MY account is flagged. Shell Point Mortgage forces you to call in and wait on hold for over 1 hour. This is ridiculous. They did the same thing with my 2020 property taxes, paid them late after I reported a complaint for them. I will not be put through any inconvenience if Shell Point Mortgage fails to pay my homeowner is insurance on time. The homeowners insurance is scheduled to cancel in 3 days from Monday XX/XX/2020.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have contacted the new servicing company Shellpoint Mortgage several times because they did not credit me for 3 payments from XXXX, the old company. I have sent them copies of the cancelled checks and they still refuse to do anything about it. They will not even answer my emails or phone calls about this. I do not know what else to do! XXXX was a horrible company to begin with and have done some of the same things, but now I can't get the new servicer to take care of this! I don't see how it is legal to take my money and not credit the payments.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 93907
Submitted Via: Web
Date Sent: 2020-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Updating an existing complaint is not possible, so I am submitting a new complaint. My attempts to get my mismanaged account correct have resulted in no solution that does not cost me money. I have submitted the following email to the company as a follow-up to the multiple requests made of them starting on XX/XX/XXXX. Email to XXXX follows : Since this email, I have received 2 mail pieces from USPS. The first one, dated XX/XX/XXXX, asks that due to the complex nature of the matter, NewRez would like additional time to respond. The second, dated XX/XX/XXXX, says, " Upon review, NewRez has requested the appropriate department process an updated Escrow Analysis and to pay the delinquent taxes with penalties included to XXXX County. Once completed, we will mail you a copy of the Analysis ' findings along with a check for any calculated surplus over {$50.00} ( as long as the loan remains current ). In neither of these mailings does NewRez provide a timeline for reparations. The finding on the letter of XX/XX/XXXX is incorrect in that the delinquent taxes have already been paid out of my escrow account, again way too late, and with penalties already attached. With your assumption of the processing of this account in XX/XX/XXXX, and the tax bill coming from XXXX County in plenty of time for you to have processed the billing correctly, your mishandling of this account has resulted in escrow increases of over {$500.00} from the XX/XX/XXXX payment to the XX/XX/XXXX payment. I have included a spreadsheet with the payment activities since you got the loan. Stmt Date Due Date Amt Due Tot pmt P & I Escrow EscrowBal XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX Tax Pymt XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX Addl Hazard Ins Pymt XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX Tax Pymt XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Any increases in my monthly payment that were necessary should have been detected back in XX/XX/XXXX, and leveled over the remaining 12 months before the next tax bill was due. Instead, with your mishandling, you have increased my payment from {$2700.00} to {$3200.00}, an increase of {$510.00}. In addition, your error caused you to not issue payments for my XX/XX/XXXX taxes in XX/XX/XXXX, and therefor causing me to not get benefit of those tax payments on my XX/XX/XXXX Federal Income Tax Return. This is a huge burden for me. Assuming a 30 % tax rate, the {$4200.00} that was not paid in XX/XX/XXXX has cost me approximately {$1200.00} on tax return. I would like to be compensated for that. I have yet to get any timeline for rectifying this issue, and no clear direction as to what you think is the correct solution. I respectfully request that I be contacted directly by phone from someone in the Compliance department ( from which the second letter came ) to confirm the go-forward plan. XXXX XXXX XXXX XXXX
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-15
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2020-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX out sourced our loan to Shell point mortgage co. and this servicing company is now telling us that we must give them an additional {$850.00} this year as an additional cushion for them just in case taxes or insurance goes up. We were told a mortgage officer that this is illegal. Shell point is now taking an additional {$120.00} monthly on top of our monthly mortgage and escrow payment. We asked them why and we were told, " because we can ''. XXXX mortgage never did this to us. With XXXX, if our insurance or taxes went up, our monthly statement reflected this. They are only allowed to collect a rise in taxes and insurance spread throughout the year, but shell point wants us to add money for them to play with. When we refinanced with XXXX ( making home affordable program ) We were given a figure that was tight, but we could afford, now with this extra {$120.00} monthly, we will lose our home. We did not have any say about the this out sourcing and, someone from XXXX slipped and said they sold our mortgage to shell point, but we do not believe this is true! We need help sorting this all out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33598
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred from XXXX XXXX to Shell Point. The current balance reflecting is inaccurate. Im about 4 months behind, their stating 5 months. A payment made in XX/XX/2020 wasnt applied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2020-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Did not receive escrow after refinancing with another company. My Loan is XXXX. My Insurance company XXXX informed me they returned the insurance escrow payment ( {$810.00} ) to NewRez but NewRez never returned the escrow overage to me.
Company Response: Company disputes the facts presented in the complaint
State: AL
Zip: 35810
Submitted Via: Web
Date Sent: 2020-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On the XX/XX/2020 I received the third letter from Shellpoint Mortgage Servicing saying that I was behind in mortgage payments and that the credit bureaus have been informed and foreclosure is pending. When I contact Shellpoint Mortgage, they tell me that my account is in good standing and that no actions of any type are pending. My concern is again I have received multiple letters from them and that they are harming my credit standing by reporting a false account standing to the credit bureaus. In my opinion this is the same as predatory lending, and should be dealt with in the strictest manner. Our lives revolve around having excellent credit and I have worked hard my entire life to maintain this level of credit. This company thinks nothing of throwing those years away and they have no fear of paying a price for such behavior.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30141
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for a loan modification with my lender Shellpoint. On XX/XX/2020, I spoke with XXXX whom informed me I was approved fora streamline trial modification starting on XX/XX/2020 in the amount of {$930.00}. I was advised the approval letter was going to be mailed to me in a couple of days. I was also told I could call back in an obtain a copy via fax once it was available. There was a pending foreclosure sale date of XX/XX/2020 on my loan but due to the approval I was not concerned as I was accepting the approval. Then on XX/XX/2020 I receive a phone call from Shellpoint telling me my sale is still active and what am I going to do, I was confused as I was just told a few days prior I was approved with the first payment starting XX/XX/2020 so why would they proceed with the sale date? I was advised from XXXX XXXX, on behalf of Shellpoint that he did see my file was pending the final approval but because there is a trustee sale date the approval is more than likely going to be denied. Per Mr. XXXX XXXX he is sorry someone did not provide me with the entire information and they are moving forward with the trustee sale date. I then asked to speak with a supervisor. Per Mr. XXXX XXXX he will transfer me to a supervisor but instead I got transferred back to the automated system. I was never assigned a point of contact throughout the process and Shellpoint never reached out to me for options except that one time only to tell me my house was selling the NEXT day. So due to their mistakes, my home has now sold to a 3rd party and I am facing eviction. This is a prime example of wrongful foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95901
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A