Date Received: 2020-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez began servicing this loan on XX/XX/XXXX, assuming this role from XXXX. In this process NewRez has been negligent in transferring information financial associated with this loan. Documentation for current Homeowners Insurance was not reflected on my account. This resulted in NewRez purchasing a policy on my behalf.Escrow analysis is incorrect and NewRez is lax is having it corrected. The result of this is a {$220.00} increase in my monthly payment. I have completed my due diligence in correcting these issues : Proof of policy was uploaded to the proper website.The escrow miscalculation was reported on XX/XX/XXXX. Despite my attempts to rectify the manners NewRez has been slow to respond and has yet to attempt to correct the problems. According to my XX/XX/XXXX phone call, NewRez personnel didn't initiate the repair process until XX/XX/XXXX ( 5 days after my initial report ). Personnel were unable to tell me when these problems would be corrected, only that a letter had been sent to me. Currently, I have received 2 generic form-letters stating that they are working to gather information. I made a XXXX mortgage payment by standard check in the amount I calculated to be correct. This payment has cleared the bank but as of XX/XX/XXXX is not reflected online. I have made several phone calls, waiting on hold in excess of 20 minutes. I emailed NewRez on XX/XX/XXXX with no response and then faxed them the same correspondence on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I purchased a cabin on XX/XX/XXXX and got a mortgage through a broker. The loan was immediately sold to New Rez and all of the escrows collected at closing were transferred as well. Due to the timing of the closing we were concerned that the bill for property taxes would make it's way to the mortgage company given the time it takes to update the county records. In an attempt to avoid a late payment of the property taxes which were due XX/XX/XXXX I called New Rez to explain the situation and give them the property tax bill and tried to ensure they would pay it. Below is a summary of the calls I have made to New Rez XX/XX/XXXX My initial call to New Rez, I explained to them my concerns about the property taxes being paid and the situation I described above. They informed me that it didn't look like our account was setup for escrow ( It was and we paid the initial balances at closing ), but that can sometimes take up to thirty days to show up in their system. They advised me to call back at the end of the month and send in the property tax bill. On XX/XX/XXXX I emailed them the property tax bill which the acknowledged receiving. XX/XX/XXXX I called New Rez to verify that our account did have an escrow and they confirmed they had an escrow account for both property taxes and insurance. They also confirmed again that they received the property tax bill that I sent them and that it was scheduled to be paid in one to two weeks. Note that I can also clearly see on my mortgage statements that there is an escrow account with a balance ( more than enough to pay the tax bill ) and a portion of my payment is going to fund the escrow account. XX/XX/XXXX I received a letter from the county that the property taxes had not been paid and that late fees and interest have been assessed. I called New Rez again, this time they seemed to be very puzzled and nobody had any clue on how to help me, they transferred me 4 times which lead to me being on the phone for 1 hour and 5 minutes before anyone would even talk to me. They assured me that the order was in to pay the taxes and that they would cover any late fees and interest. XX/XX/XXXX My wife called the county to see if the taxes had been paid, they have not. She then called New Rez where they again acknowledged that a ticket had been opened XX/XX/XXXX and that they had received the tax bill but the ticket was still open. Despite our efforts we have not been able to speak to anyone that seems to know anything about our escrow account or how the property taxes should get paid. Nor have we been able to talk to anyone who even has a hypothesis on why our taxes have not been paid. They re-assured us that they would get paid and that New Rez would cover any late fees and interest.
Company Response: Company believes complaint is the result of an isolated error
State: MN
Zip: 55434
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage holder, New Rez, and their servicing arm Shellpoint Mortgage, have failed to pay our property tax bill on time. We are very close to having our lack of payment be included in public record and I am very concerned. Their lack of response, and inability to reach anyone live that is capable Of giving me sufficient feedback is extremely troubling. Their also failed to pay my homeowners insurance on time, but luckily that department handled my matter within two weeks of me notifying them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: There is a non-interest bearing principle amount of {$140000.00} on my statement that comes from a loan modification done in XX/XX/XXXX through XXXX XXXX. I have requested a breakdown of that number and how it was calculated on many occasions from XXXX/XXXX. XXXX with no real resolve. As of XX/XX/XXXX, the loan was no longer serviced by XXXX but Shellpoint Mortgage. On XX/XX/XXXX, I sent a request to Shellpoint asking for a breakdown of the non-interest bearing amount that was put on the back of the loan. I was specific in asking what portion were attorney fees and what attorney paid, missed payments, late fees etc ... I did not get a breakdown but they sent me the original modification documentation in which I already had and it does not outline any breakdown of that amount. The request was then forwarded to the Trustee, XXXX XXXX XXXX XXXX , XXXX and they responded on XX/XX/XXXX with sending an amortization schedule reflecting over the life of the loan. I'm at a stopping point since I can't seem to get this information in which is a reasonable request and as a consumer that is required to pay this amount, I believe I should know exactly what the amount represents. An additional note is at the time I got behind in my mortgage, the back payments and fees would have been well below {$140000.00}. So I am concerned that perhaps there was an error in calculating the back amount and any type of fees associated with the modification.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I accidentally made an over payment on XX/XX/2020. I called them right away on XX/XX/XXXX and was told they would refund the money and I would have it in 5 business days. Those days came and went. I have called every single day since XX/XX/XXXX for help on this. It takes about 27 minutes on average to reach customer service. From there they tell me they are going to speak to someone on my behalf. They put me on hold for an average of another 10 minutes. Then someone else comes on the line who has no idea what my issue is. Then they either accidentally ( wink wink ) hang up on me or they transfer me to someone else, and the merry-go-round continues. All I want to klnow is when if ever will I get a refund of my overpayment? They dont call me back ( Ive left 7 voicemails on their customer service line ) and their employees just fling my problem and request from one office to another. This has been the most horrific experience Ive ever had in my entire life with a company. It makes me physically ill that this is the company who owns my mortgage loan. When will I get the refund? I am overdrawn in my account now. When will I get communication? Its been 10 days with this issue. When will I get a call back on my 7 voicemails? When will I get someone, ANYONE, who cares about my situation??? I am at my wits end!!!!!!!!!!!!!!!!!!!!!! I am a veteran with a veteran home loan and this treatment isn't dignified for me or anyone else!!!!!!!!!!!
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 270XX
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: As of XXXX last night my homeowners insurance policy has been cancelled from the negligence on behalf of New Rez. I have been directly in contact with these people on email that has been ignored and a phone call to the insurance team with New Rez on the XXXX to try to ensure an already late payment to be made by the XXXX. My attorney contacted them yesterday and we were jerked around with constantly being placed on hold and then the out come was a bogus or invalid tracking number provided to us by the 3rd hold attempt we encountered. My statement balance is also in question going back to XXXX as my payments were not properly applied. I have submitted all my bank records that show I have paid and again all my emails have been ignored. Upon reviewing the XXXX comments and found they have about the poorest review a company can have and read anything from fraud to possibly theft statements on the XXXX website I do urge for this company to be investigated to the fullest extent of the law. There was not excuse for my insurance to be cancelled and I will not tolerate the attorney games that seem to be going on as they appear to be happening.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NC
Zip: 270XX
Submitted Via: Web
Date Sent: 2020-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX. I have a home loan that was sold to " NewRez '' for my address at XXXX XXXX XXXX XXXX XXXX, XXXX, OR XXXX, Loan # XXXX On Monday XXXX I tried to log into my " NewRez '' mortgage account using the same bookmarked page that I've always use - https : //www.newrez.com/ After several attempts, log out and log in, etc. I called the company at XXXX - I held for 44 seconds and was disconnected. I proceeded to call the company-another 7 times as follows : XXXX - held for 40 seconds then was disconnected XXXX - immediate disconnect XXXX - held for 44 seconds and was disconnected XXXX - immediately disconnected XXXX - immediately disconnected XXXX - held for 4 minutes and was disconnected XXXX - held for 50 MINUTES and finally spoke with XXXX XXXX Ms. XXXX asked me to follow all of the log on steps I'd previously completed and was equally stumped by my log on issues. She promised to escalate it to the XXXX department and someone would be getting back to me. I heard nothing that day. On XXXX, at XXXX, I called again and this time I spoke with XXXX for a total of 13 minutes. He promised to escalate the problem to tech support and apologized for the not getting back, but it's been escalated now. On XXXX, at XXXX, after my other reports going unanswered and no calls from the tech department , I called again and spoke with XXXX XXXX who claimed she'd escalate my concern to tech. I disagreed and said, no, I want to speak with a manager now. I was then transferred to XXXX - XXXX and XXXX XXXX x XXXX. XXXX told me my problem was strange and again asked me to complete the logon steps, which I did and they lead to the same dead link! She promised that tech support was on it now and she'd be my contact moving forward. We ended our conversation with me stating I would send an email with the screenshots of what my logon was driving to, which I sent to her after we ended our call. On Friday, XXXX - there was no response from XXXX, I left her a voice message informing her that tech support still hadn't contacted me. I then decided to XXXX the company and found a 1 1/2 star rating on XXXX. There were many complaints and here is the link to the complaint I added ( and I've included the text below ) : ***** XXXX Review on XXXX https : XXXX XXXX I wonder if this is a real company. Honestly, since I was sold to them, I've hated the log on rigmarole that came with my new mortgage servicer, NewRez. Initially, it took several attempts and calls to the customer service department to find the correct site to pay my mortgage bill. After a number of steps and working with their customer service department ( yes, seriously - twenty years in XXXX and I required CS to figure out how to log on to their site ) I finally got there! The page has been bookmarked for months and I've paid online with everything working fine. This week - it stopped working and I've been redirected but the redirect doesn't work. After an hour of trying it myself, I called them on Monday XXXX and after 50 minutes on HOLD, they condescended to me telling me to do all of the troubleshooting measures I'd already tried. When that didn't work, they were stumped. I was told the matter w/b escalated and the tech department would be in contact. Tuesday, XXXX, I awaken and try to log in again, the same exact screen sequence and dead redirect. I call and once again call as I've checked my email and they've not responded. After another gnarley session with their endless stream of phone trees, I ultimately reach another person ( leaving names out b/c that's just too personal ) and she tells me to do all the same stuff, tells me it's strange I'm seeing this and assures me it has been escalated to tech support. Thursday, XXXX, no reply from tech support and I'm still unable to log in to pay my mortgage bill. Once again, I navigate the hellish steps of reaching a live person and once again, the same speech, we can only send it to tech support. We can't even call them. They are the ones who can fix this. Finally, I said, No, get me a manager now. After I hold, a manager who has been at the company for 2-weeks takes my call. That was yesterday. Tech support still hasn't emailed me, nor has she. The portal is still leading to a broken link. I have been trying to pay my bill since XXXX on Monday. Every day you pay late it cost more in interest. If I pay after the XXXX, I'm penalized 5 % of the total. What on earth! I have sent them photos of my screenshots. I can't post them here for obvious reasons. At this point, I'm wondering if this is a legitimate company. Was there is a major security breach with their website? I'm at a loss for how to get help but the fact that I can't pay my bill without mailing a check - which unless I pay for expedited delivery ( very expensive ) - there is no proof it arrived on time. I have no access to view my own mortgage account and the problem has been reported five days ago with NO WORD from the company. End XXXX Complaint ***** XXXX email : Good Morning XXXX, Again today I tried to log on to pay my mortgage bill and again I was met with the same series of screens and the redirect that doesnt function and in exact screen sequence to the last two messages I sent to you. I want access to my account. I am late on my mortgage payment - and have been trying to pay for more than a week. Please reply with the remedy and the PHYSICAL MAILING ADDRESS if your team continues to refuse to talk with me or resolve my log on problems. I will sending the payment signature required and I expect to be reimbursed the charges since I have desperately tried to access and pay my mortgage. Also, I want a full summary of my mortgage account including impound balances, payments, payoff and all activity for the past 12-months. This information should be readily available and Ive mistakenly trusted your technology. Without access I have no visibility to my mortgage account. I appreciate your reply with the data requested and Id also like to know the name of your supervisor and your supervisors manager. I am a customer who deserves an explanation and not the run around. Clearly, theyve not given you or the others I spoke with all week, the tools to address my concerns. You dont deserve the earful and the constant complaints for problems theyve not empowered you to address. Id like to escalate this appropriately within your agency. I appreciate your assistance and will be following up via the legal channels available as well. No doubt there is a regulatory board who addresses companies who have poor business tactics and practices. Thank you for your efforts, XXXX XXXX XXXX XXXX ( messages ) XXXX XXXX XXXX XXXX XXXX XXXX OR XXXX XXXX The portal is still leading to a broken link. I have been trying to pay my bill since XXXX on Monday. Every day you pay late it cost more in interest. If I pay after the XXXX, I'm penalized 5 % of the total. What on earth! I have sent them photos of my screenshots. I can't post them here for obvious reasons. At this point, I'm wondering if this is a legitimate company. Was there is a major security breach with their website? I'm at a loss for how to get help but the fact that I can't pay my bill without mailing a check - which unless I pay for expedited delivery ( very expensive ) - there is no proof it arrived on time. I have no access to view my own mortgage account and the problem has been reported five days ago with NO WORD from the company. ********* After the XXXX complaint, I received a generic message to call the toll free customer service line and XXXX called me back. She then told me to try using a site I'd never heard of and it wasn't my bookmarked site at all. www.shellpoint.com I did so with her on the phone only to receive the exact screen sequence and broken link. She then said I'll have to have tech support reach out then. ALL WEEK I WAS ASSURED TECH SUPPORT WOULD CONTACT ME - THEY NEVER HAVE. I'M LATE FOR MY MORTGAGE PAYMENT AND HAVE SPENT HOURS AND HOURS TRYING TO GAIN ACCESS TO MY ACCOUNT. XXXX-I sent an email follow up to XXXX This is my money and every day that I'm late, interest increases. Further, if I pay after the XXXX, they charge a daily penalty of 5 1/2 % of the mortgage amount. I have no ability to pay and don't even know if mailing a payment is right. I'd have to expedite and require a signature that costs money and I will have no visibility to see that it was posted, view impounds or anything else. I need help and access to my account. I need to view my account and understand why I am being blocked from accessing or making payments. I deserve an answer and I am scared to death because my payment is sorely late. Please help.
Company Response: Company believes complaint is the result of an isolated error
State: OR
Zip: 97219
Submitted Via: Web
Date Sent: 2020-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We took out a loan with XXXX XXXX for home improvements on a property my Dad left me when he died in late XX/XX/XXXX. The loan was subsequently sold off to NewRez. Starting in XX/XX/XXXX, NewRez started threatening to purchase home insurance on the property if we did not furnish proof of insurance. I immediately provided our current proof of insurance. Their next letter was that they required proof of insurance going back to XX/XX/XXXX thru XX/XX/XXXX. We had changed insurance companies since that time and I had pitched those past records so I requested a Letter of Experience from our old insurance company which I then provided to them ( showed we were covered from XX/XX/XXXX thru XX/XX/XXXX ). I called and they said that was not enough proof. I was able to get my hands on my original insurance certificates from my lender and uploaded them as well as all other insurance docs showing proof of insurance from the day one of ownership in XX/XX/XXXX. Received a form this weekend ( XX/XX/XXXX ) stating they purchased {$980.00} insurance for us and set up an escrow account which has a balance of - {$980.00} and stating that our payment will go up almost XXXX XXXX/month because of it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63385
Submitted Via: Web
Date Sent: 2020-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a 2nd mortgage with XXXX. They sold it to Shell Point Mortgage, I've been trying to get in touch with them to find out what is going on. They sent me a letter and somehow I lost it. I was told that I could make payments to them. I have not heard anything from them at all. I'm willing to work with them if I can get in touch with them. I'm not sure but I think they want to foreclose on my home. I would like another letter sent to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2020-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was acquired by NewRez in XXXX of XXXX. They have not paid my property taxes and they were due in XX/XX/XXXX. I keep calling but get conflicting information. Some cust. serv. reps say it has been escalated ... some others say the payment has been paid ... now I am being told to write a letter and that there are no managers with whom to speak. At times I get hung up on ( happened twice ). I've confirmed with the City of XXXX that payment has not been received as of today, XX/XX/XXXX. They are going to auction off my property if it is not paid by XX/XX/XXXX. I have a tenant with small children and NewRez refuses to help me now.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2020-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A