Date Received: 2020-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home on XX/XX/XXXX and my mortgage was sold from XXXX XXXX XXXX to the company called NewRez. When I purchased my home my full payment was {$720.00} that number includes the Mortgage insurance, homeowners insurance and principal and interest. I received my first letter from NewRez on XX/XX/XXXX stating my first payment due on XX/XX/XXXX would be {$720.00}. I received a second letter from NewRez on XX/XX/XXXX stating the payment due on XX/XX/XXXX would be {$520.00}. When I called to ask why the payment changed no one knew why so I paid the full amount which I knew to be correct of {$720.00} and asked the employee to figure out where the money needed to go so my mortgage and homeowners insurance would be paid. I paid the correct full amount of {$720.00} in XXXX and XXXX and then I received an email from NewRez stating that they ran a mortgage analysis and that because I hadnt be paying enough my payment would be going up starting XX/XX/XXXX to {$760.00} when I talked to a customer service rep from NewRez on XX/XX/XXXX I asked that they redo the mortgage analysis because no one seemed to know where my payment was going I was advised it could take 30 days to redo. When I called on XX/XX/XXXX to get a status update the employee informed me that the request for the analysis redo hadnt been started and that they would start it that day so I paid what I believe to be an incorrect amount in the month on XXXX and XXXX and will probably have to again in XXXX because i cant seem to get anyone who has any idea whats going on with my account or what my payment should be every single time I call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We paid off our mortgage on XX/XX/2020 and was told our escrow balance would be refunded within 10 days. Now they are telling me it takes 60 days because they need to verify taxes and insurance have been paid this year! Insurance is due in XXXX and taxes are due in XXXX! This makes zero sense.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74136
Submitted Via: Web
Date Sent: 2020-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My PMI was cancelled on XX/XX/XXXX as per a letter received from Newrez on XX/XX/XXXX. We are in XX/XX/XXXX and Newrez is STILL charging me the PMI premium, only this time it has INCREASED to {$190.00} from {$120.00}. I have asked multiple times to update the payment amount, but to no avail. I have emailed the company on : XX/XX/XXXX - No response XX/XX/XXXX - No response XX/XX/XXXX - No response XX/XX/XXXX - No response. I have called the company on : XX/XX/XXXX - Rep said it had not been 2-3 weeks for the payment to be updated. To me, XX/XX/XXXX to XX/XX/XXXX, that's OVER 3 weeks. XX/XX/XXXX - Rep said an escrow analysis was ongoing and would be done by XX/XX/XXXX. She also said it was ok to pay as late as XX/XX/XXXX. XX/XX/XXXX - Talked and explained problem to one rep. Was transferred and had to explain same problem to another rep. Said PMI is paid in arrears. Rep apologized for confusion, saying I have a grace period until the XX/XX/XXXX, not the XX/XX/XXXX as stated by other rep on XX/XX/XXXX. On hold while rep is seeking advice with supervisor. Supervisor never manifested himself/herself. Hung up with promise from rep she would follow-up. Today is XX/XX/XXXX. My payment is due and I STILL do not have the amount without the PMI premium which was removed on XX/XX/XXXX.
Company Response:
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We originally purchased our residence on XX/XX/XXXX. Shellpoint Mortgage Servicing became the servicer of our mortgage which included an impound account for property taxes and insurance. On XX/XX/XXXX, we refinanced our loan through XXXX XXXX XXXX which also included an impound account. {$6900.00} for 8 months estimated property taxes was withheld at closing. Subsequently Shellpoint repurchased our loan and we made our first payment on the new loan to Shellpoint effective XX/XX/XXXX. On XX/XX/XXXX, we received a notice from XXXX County that we were in default on property taxes which were due no later than XX/XX/XXXX, and that penalties had been imposed. That day I called and spoke with a Shellpoint customer service rep who advised me to scan the notice to Shellpoint and that the arrears property taxes and penalties would be paid by Shellpoint. I did scan the document on XX/XX/XXXX and received an autoresponse. I again emailed Shellpoint on XX/XX/XXXX and received an autoresponse. However, the XXXX County records are still showing the past due taxes and penalties remain unpaid. Further, my impound account only reflects deposits made from monthly payments and not the amount withheld from escrow.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 95864
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My balance is off. They made us do a loan mod. They changed terms without us knowing also charged XXXX for mod that we didnt need. They are not crediting our loan with payments made since XX/XX/2019. Insurance and taxes are said that we still owe. They lost our insurance money to rebuild from hurricane Irma XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2020-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred from XXXX to NewRez mortgage on XX/XX/2020. I made a payment to NewRes in the amount of {$1300.00} they have applied only {$1000.00} to my account. I have attempted to contact them via telephone, I received the typical longer hold times than normal due to higher than normal call volume. I was on hold for 30 minutes before hanging up, please help me get the remaining {$260.00} credited to my account or refunded to my payment method.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32327
Submitted Via: Web
Date Sent: 2020-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer, Shellpoint Mortgage Servicing, made several errors on my account, resulting in an incorrect balance due even though I made all payments early. I notified them of the error almost 2 months ago on XX/XX/19 and provided all the documentation they requested but they have still not fixed it. They charged unnecessary insurance to my account. They set up an authorized escrow account on my mortgage. The made an erroneous report of late payments to credit agencies. Please help! Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2020-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-10
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: QWR NOTICE OF ERROR Loan # XXXX Property owner : XXXX XXXX Trustee Property address : XXXX XXXX XXXX XXXX XXXX, Ohio XXXX Time Line of fraudulent and possible contemptible actions taken against XXXX XXXX XXXX and the XXXX XXXX XXXX Family trust SUPPORTIVE FACTS : 1. In XX/XX/XXXX XXXX XXXX XXXX as individual and as XXXX XXXX XXXX Trustee for the Family trust filed a chapter XXXX bankruptcy case # XXXX. FACT : In XX/XX/XXXX I notified Shellpoint / XXXX of the violations of the previous loan service company such as demanding debt that because of the Chapter XXXX case XXXX was filed was not owed and was prohibited by the Bankruptcy court to be pursued in any way. FACT : Per a CFPB complaint response letter I received on XX/XX/XXXX escalation case # XXXX. Shellpoint states there was a unpaid principle balance on my loan to in the amount of {$44000.00}. Shellpoint then states in the same letter the total amount due on the loan is {$41000.00} which shellpoint list in their response includes monthly installment payments and late fees totaling {$19000.00}. Then Shellpoint adds to the balance of the loan legal fees in the amount of {$20000.00}. Then Shellpoint issues a Payoff statement in the amount of {$88000.00} and files a foreclosure action. FACT : The loan History Summary submitted as part of Shellpoints CFPB response letter dated XX/XX/XXXX list the loan principle balance at the time of the loan transfer as {$45000.00} on XX/XX/XXXX showing a certified mail distribution cost of {$7.00}. FACT : Shellpoint sent me a copy of a prior loan service history which list only Shellpoint on the report but a prior loan ID # XXXX. This report lists a dollar amount of {$19000.00} as a RESTRICTED CORPORATE ADVANCE ADJUSTMENT. FACT : NewRez LLC DBA Shellpoint Mortgage service dated XX/XX/XXXX with a time date stamp of XXXX XXXX. The statement list a XXXX XXXX in the amount of {$19000.00} and a principle only cramdown amount in the amount of {$19000.00} showing a principle balance on the loan in the amount of {$45000.00} with a due date of XX/XX/XXXX. Shellpoint sent me a payoff letter dated XX/XX/XXXX showing a balance due of {$100000.00} one month before the sale of the property. TIME LINE ORDER OF BANKRUPTCY CODE VIOLATIONS COMMITTED BY SHELLPOINT IF BROUGHT INTO BANKRUPTCY COURT COULD EACH BE A CONTEMPT CHARGE. 1. The loan service company placing a Deferred balance on the monthly statements that was the cramdown debt plus XXXX XXXX from the Chapter XXXX case as a amount still owed. 2. On XX/XX/XXXX PayOff statement listing FEES due in the amount of {$21000.00} due in order for the loan to be paid off. 3. On XX/XX/XXXX PayOff statement listing FEES due in the amount of {$29000.00} at which {$19000.00} listed as XXXX XXXX in the Fees breakdown page of the PayOff statement. This amount as listed above was shown as a RESTRICTED COR PORATE ADVANCE ADJUSTMENT not allowed to be pursed per the bankruptcy code. 4. In XX/XX/XXXX though a CFPB complaint response letter Shellpoint confirmed that the amount in the payoffs were correct going as far as stating that is what I owe which the payoff included cramdown debt and XXXX XXXX. Shellpoint ignored my last plea in the CFPB complaint to stop the foreclosure sale that was to take place in XX/XX/XXXX on my property. ACTIONS TAKEN BY SHELLPOINTS ATTORNEY AND PSO IN XXXX COUNTY COMMON PLEAS COURT THAT LEAVE QUESTIONABLE ACTIONS TAKEN BY BOTH XXXX XXXX AND THE PSO SELLER XXXX XXXX IN REGARDS TO THE SELLING OF THE PROPERTY FOR THE COURTS IN THE FORECLOSURE SALE ON XXXX. 1. In case # XXXX XXXX XXXX XXXX of the XXXX XXXX XXXX requested a PSO seller XXXX XXXX to be allowed to sell the defendants property. The motion was granted by the courts. 2. On XX/XX/XXXX the property was placed on the XXXX website to be sold. Note I was a registered bidder on the site and the auction results for the property was that there was no bids on the property. 3. On XX/XX/XXXX XXXX XXXX of XXXX XXXX and XXXX XXXX filed a sales report with the XXXX County Common Pleas court that the property sold to XXXX during the auction that took place on XX/XX/XXXX. 4. XXXX XXXX as the attorney of record for the investor XXXX did not bid on the property nor did any attorney bid on the property in XX/XX/XXXX for XXXX but the FALSE sale was structured in the sales paperwork submitted by XXXX XXXX and XXXX XXXX that XXXX purchased the property but instructed the courts to place the property into another investors name XXXX which again to be clear never bided on the property. 5. I notified XXXX XXXX of the fraudulent sale and was ignored by the law firm. At one point I called the investor on file who the auctioneer XXXX XXXX listed as the bidder on the property the person was not available because that person had quit the company according to the XXXX in profile. I was instructed to contact a woman on the answer machine I did and left a message. I was contacted by XXXX XXXX within minutes of my call being told not to contact them again and to keep my noise on my face. 6. My Tenants were immediately being harassed by a real-estate agent with XXXX XXXX that the investor hired to empty out the building. XXXX XXXX went to the property and told my tenants that the property was sold at the auction in XXXX and that they should not pay me rent and prepare to move out. She even gave my tenants a move packet. NOTE MY RENT STOPPED. 7. I contacted XXXX XXXX and informed her to keep off my property the deed was still in my name and she was trespassing and was also committing a violation of the Real-estate code of ethics by harassing my tenants and telling them not to pay rent. 8. Shortly after that XXXX XXXX informed me that I should not contact her anymore and did not have rights to the property it was REO at that time the deed was being pursued for confirmation by XXXX XXXX and XXXX XXXX to fraudulently acquire title to evict my tenants. 9. The confirmation went though regardless of my protest. In XX/XX/XXXXone of my attorneys filed a appeal with the courts and another lawyer contest the confirmation of the deed stating that the sale did not happen. 10. The appeals court sided with the investor that the sale was valid but did not have any supporting evidence from me to prove my case. 11. On XX/XX/XXXX the XXXX County Common pleas court had a hearing to decide if the sale was valid or not. I present undisputed evidence that the sale did not happen and the Judge had no choice but to vacate the sale and return my property. DAMAGES from the fraudulent actions of XXXX XXXX and XXXX XXXX 1.Loss of Rents in the amount of {$1200.00} per month since the property has been vacated. {$15000.00} in loss of rents. 2. Attorney fees and cost from my defense trying to stop the investor from collection of debt that was not owed to the investor and per the bankruptcy code was uncollectable by the investor from XX/XX/XXXX to XX/XX/XXXX. {$25000.00} 3. Attorney fees and cost for my defense from the fraudulent sale submitted by XXXX XXXX and XXXX XXXX. {$5000.00} 4. Damages to the property after sitting empty for one year because of the fraudulent sale removing my tenants and allowing the property to be occupied by homeless squatters though out the year. {$30000.00} Property damage to wiring and plumbing removal by squatters. Broken windows and kicked in doors. Damaged decks and siding due to storm damage while the property was vacant. {$15000.00} ESTIMATED DAMAGES AS OF XX/XX/XXXX {$60000.00} The estimate is NOT exact I reserve the right to change as needed as the investor prolongs the settlement of the improper and illegal actions performed by the investors staff. Shellpoint, XXXX XXXX and XXXX XXXX. I FIND THE LACK OF ACTION TAKEN BY THE COURTS VERY DISGUSTING THAT LAWYER XXXX XXXX AND AUCTIONEER XXXX XXXX ACTIONS THAT WERE TAKEN TO DECEIVE THE COURTS IN THE SALE PROCESS ATTACHED TO THE COURT ORDERED FORECLOSURE SALE HAVE NOT BEEN INVESTIGATED BY THE XXXX COUNTY SHERIFF 'S DEPARTMENT OR THE OHIO ATTORNEY GENERAL OFFICE. THIS MIGHT BE BECAUSE THEY HAVE POSSIBLY COMMITTED THIS ACTION ON MANY OTHER SALES OVER THE PAST 3 YEARS THAT PSO SELLERS WERE ALLOWED TO WORK IN THE SALES PROCESS OF THE COURTS AND THE COURTS MIGHT BE TRYING NOT TO ALLOW THIS TO BLOW UP INTO A MULTIPLE CLASS ACTION LAWSUIT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold from XXXX as of XX/XX/XXXX to Shellpoint mortgage services. I am not to receive any fees the first 60 days after mortgage transfer. I DID NOT have any late fees with my previous servicer XXXX before transfer. The first mortgage statement I received from them dated XXXX XXXX XXXX shows no late fees. It also says that payments received AFTER the XXXX will then receive a late fee. I receive my XX/XX/XXXX mortgage statement and I see the next late fee for XXXX. This is wrong for 2 reasons. First I am in the 60 day grace period of loan transfers Second I paid on XX/XX/XXXX ( late fee should not be assessed since it was NOT after the XXXX ) and I paid XX/XX/XXXX also not late. Please have this fee reversed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2020-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NewRez had the mortgage on my home. I paid XXXX XXXX {$810.00} Home owners insurance on XXXX. Therefore my homeowners insurance was paid. XXXX said NewRez submitted {$810.00} from escrow. XXXX returned the check to NewRez Therefore there should be at least a {$810.00} overage in escrow. I informed NewRez of this overage and this is the response from NewRez. Claiming to send a check to me on XX/XX/2019. How could they refund my overage on XX/XX/2019 if there was not an overage until XX/XX/2019? I never received any check from NewRez for the excess escrow. I have all document to backup my statements. If NewRez have a copy of a received check I cashed please provided a copy. " RE : Subject Property : XXXX XXXX XXXX, AL Reference Number Loan Number : Dear Mr. XXXX : This letter is in response to your recent inquiry regarding the above referenced loan. NewRez LLC ( NewRez ) began servicing the loan on or about XX/XX/2019. Your refund was sent to you XX/XX/2019 in the amount of XXXX. If you have any additional questions or concerns, please contact our Customer Service department at XXXX. XXXX XXXX Department NewRez Servicing XXXX ( p ) XXXX ( f ) XXXX
Company Response:
State: AL
Zip: 35810
Submitted Via: Web
Date Sent: 2020-02-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: No
Consumer Disputed: N/A