Date Received: 2019-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Today 's date is XX/XX/2019. ISSUE - NEWREZ and acquired XXXX 's mortgage loan servicing business. NEWREZ says, and I quote Welcome, XXXX Homeowners! The servicing of your mortgage loan will soon transfer to NewRez. We look forward to working with you and were dedicated to providing you with exceptional service. We understand that a servicing transfer can lead to a lot of questions. To help you through the transfer process, here are several key dates and some answers to common questions : Dates Events XX/XX/2019 The servicing of your mortgage ( collecting your payments, paying your property taxes and homeowners insurance bills, etc. ) transfers from XXXX to NewRez. We can start accepting your payments, but we wont be able to process them for at least 7 days. You will still be credited for the day you make your payment. XX/XX/XXXX XXXX Well be loading your mortgage information into our computer systems and testing the data for accuracy and completeness. NOTE : During this time, well be able to access only a limited amount of information about your loan. XX/XX/XXXX Your loan will be fully active on our systems, and well be able to process your payments. Weve also created a set of helpful online tools that can make managing your mortgage simple and easyall you need to do is set up ( register ) your online account. SO - on XXXX the loan was supposed to be " fully active on our systems ''. Three days later NEWREZ has no record of my loan - it isn't active in their systems. NEWREZ lied when they claimed it would be on XXXX. On or about XXXX, XXXX I called NEWREZ only to be informed, by their agent, that, wait for it ... " THE LOAN IS NOT ACTIVE '' The consequence of which he stated that NO INFORMATION is available and NEWREZ can not process a payment The agent changed the web story above to says that it takes, " about 10 business days ''. Not what is on their web splash page Well that's not what NEWREZ 's website has published and what customers are counting on AND IN THE MEANTIME XXXX HAS RETURNED MY XXXX MORTGAGE PAYMENT, TRANSMITTED VIA XXXX ACH ON MY BEHALF. So I SMELL AT RAT NEWREZ has already started down the road to late fees, charges and derogatory credit information. All NEWREZ seems interested in is initiating a new loan to refi my existing loan. And guess what? I called NEWREZ and they said they had a better new loan than my 4.25 % loan with 13 years remaining. Fees? Oh they said the fees would be made up with my savings on the new loan. Can you belief this pile of horse feathers? What a scam! FINALLY XXXX is the poster child of poor customer service and has numerous anti-consumer consent agreements which bolster this position. They are the other side of this transaction and may well be complicit in this problem. None the less it is NEWREZ who is the bad actor in this case.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Maturity date on the mortgage statement was changed by -17 years. Line item description was changed from maturity date to contractual due date. The loan is conventional, fixed rate, no defaults, no foreclosures, no refinancing, or any other activity regarding the property. Getting a different response from mortgage company and a different response from the servicing company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan was sold to Shellpoint by XXXX on XX/XX/XXXX, since that time I haven't missed a payment and have tried to setup an agreement which will place my loan in good standing status. However, I was told I dont qualify for loan assistance. My loan is technically a two months behind but, only one of the months is reportable to the credit bureau. I dont understand why this company continually sends me demand letters for questionable payments related to issues with XXXX XXXX that date back to XXXX. I feel as though i'm being harassed by Shellpoint and wish someone could help me. I suffer from XXXX XXXX and their treatment toward me is making my life a difficult. The representative are rude, insensitive and borderline disrepectful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2019-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am attempting to remove the private mortgage insurance ( PMI ) from my mortgage based on the current value of the property. I received a letter from NewRez with instructions for canceling the PMI for my account that stated that I can request and pay for a broker price opinion ( BPO ) to establish whether the current value of the property exceeds the loan to value threshold for early PMI cancellation. I mailed a written request for PMI cancellation on or around XX/XX/2019 along with payment for the BPO of {$150.00} ; the check was drawn from the payment account on XX/XX/2019. I have received no followup communication from NewRez regarding the status of the PMI cancellation request. I sent a message requesting the status of the PMI via the online communication portal on the NewRez website on XX/XX/2019 and have not received a response.
Company Response:
State: MI
Zip: 49686
Submitted Via: Web
Date Sent: 2019-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: A little over a month ago I started a refinance with New Rez Mortgage. My loan officer was XXXX XXXX. I have been waiting for this loan to close for now over a month. I was assigned a processor by the name of XXXX XXXX who was supposed to take care of the final collection of docs etc. I attempted to email XXXX and XXXX on XX/XX/XXXX and XX/XX/XXXX requesting some kind of ETA when the loan was going to close. XXXX would email me back telling me he was checking on everything and would get back to me. XXXX on the other emailed me specifically on XX/XX/XXXX, told me she would give me a status on my closure before she left for the day, and didn't respond back to me. Come to find out - she no longer works for the company. I have now been reassigned to a processor by the name of XXXX. I didn't this information out until AFTER I bugged XXXX yet again to find out what is going on. Now - I have emailed and called XXXX on XX/XX/XXXX and XX/XX/XXXXwith no response on a status to my loan. I have now left a message for XXXX 's supervisor XXXX DEMANDING when is my loan closing. I am anticipating $ 20,800+ back from this refi which I need to do repairs on my home. Plus, I have paid them {$500.00} for an appraisal. Where has that money gone? Where is my money? This is the third time I have refinanced and not once have I seen a refinance take this long to close.
Company Response:
State: CA
Zip: 95827
Submitted Via: Web
Date Sent: 2019-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company continues to Bill me for escrow payments. I followed their requests for written and signed letters requesting them to stop billing me for escrow payments.. the service department has verified that they have received the requested documentation from me but they continue to send me they same form letter. Working to gather the requested information
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55119
Submitted Via: Web
Date Sent: 2019-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to have my PMI waived. NewREZ LLC is very deceptive with their practices. It seems the folks that work for them are told to delay this process. This has been going on for a bout 6 months to date. These company needs to be investigated for there practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 197XX
Submitted Via: Web
Date Sent: 2019-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Originally was misinformed, deceived, not made aware of how my Mortgage was going to constructed from the beginning. Currently no communication ability with the current Mortgage company XXXX XXXX/Shellpoint. XX/XX/XXXX wasn't made aware of Presidential disaster relief. Victim of XXXX XXXX company forbearance scam. Now I haven't a lawyer group forclosuring on my property with my signature on documents I didn't sign. Need help with the stop of forclosure XX/XX/XXXX house goes on auction and My XXXX kids, ( XXXX, ) and XXXX Veteran, father and myself are XXXX. I also have equitable interest in the sercurities on the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2019-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX2019 my mortgage was sold to New Rez LLC.XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, PA XXXX. www.newrez.com. We had no issues for the first few months until XXXX 2019. They kept telling us our payments were stopped because XXXX XXXX told them we had insufficient funds (NSF Fee Assessment). When we called XXXX XXXX to see what the issue was (we had the money in the account) they have NO record of New Rez attempting to take payment. Also, New Rez charges us $XXXX per NSF payment because they say that is what XXXX charges them. Everyone I have spoken to at XXXX says no that is not true. So if New Rez has millions of clients (as they say) and they are charging them all these fake fees then they are making millions by committing fraud. When I call New Rez and ask them to send me PROOF that they are charging my account they tell me to email XXXX. Why would I email someone my bank account AND routing number? What type of lender asks you to do that? Also, is the company New Rez or Shell Point? This company is SO unprofessional. They are committing fraud by charging me fake fines and my only option is to refinance my home. That is the epitome of a scam. When you XXXX their company there are hundreds of people with the same exact problem! They should not be in business, this is NOT right.
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2019-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is about the process of one mortgage company selling to another. This happened to me during the month of XXXX which I became aware of in XXXX. This sale was done with NO notice to me and was sold a couple of times. The first company was XXXX, which was the company that originally financed my mortgage. It was sold to XXXX XXXX a year ago. Then sometime in XXXX, I assume, was sold to another company that do not know the name of and now Shellpoint Mortgage Servicing holds it. According to the letter I received from Shellpoint, they took ownership on XX/XX/2019. Almost 2 weeks later I started receiving all of Shellpoint 's mailings including a statement with a {$2100.00} payment due by XX/XX/2019. Now I have taken out a loan to catch up on this and have no idea how I am this far behind in payments besides the fact that these mortgage companies are aloud to add fees on a practice that they don't inform people about or at least a lack of information to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15210
Submitted Via: Web
Date Sent: 2019-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A