Date Received: 2024-02-20
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XXXX XXXX, XXXX our house was destroyed by a falling tree. Our insurance company reached a fair settlement and claim checks were sent to our mortgage company and us, as usual. In XXXX XXXX our mortgage company was sold to another company, Newrez LLC, who assumed both the mortgage and the claim. From the beginning, Newrez has been almost impossible to deal with. They inherited {$84000.00} of claim money and when we were ready for a disbursement they started a series of obstructions and delays. I had to re-send all the relevant documents to them, though those should be in our record from our earlier mortgage company. Then they asked for other documents that our last company did not need. I sent those, made sure they had been received and revised any they rejected. Then, on XX/XX/XXXX, I asked for a required inspection so we could receive the money we need to pay large bills on XX/XX/XXXX. First they said the inspection request hadnt been submitted, though my request is recorded in their web portal. We finally got the inspection on XXXX XXXX. On the XXXX I was told we passed at 90 % completion and would get {$40000.00}. Thereafter I heard nothing. On XX/XX/XXXX I began a series of email inquiries that were never answered. I called and sent questions through the web portal. Silence. On XX/XX/XXXX the only rep we have ever been connected with apologized for the delay but shed been in and out of the office and didnt realize our disbursement was declined for reasons that made no sense to meneeding documents they already had, wanting new documents Id never heard of, prior releases that didnt match our estimate ( Newrez has released no money ). I the midst of this I found out they were not paying our mortgage and we were in arrears. Recently I discovered their claims are outsourced to XXXX XXXX, operating as XXXX XXXX XXXX fact never disclosed. Multiple subsequent emails asking for explanations have not been answered. We now have to take money from a HELOC at 8.74 % to pay our bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98110
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-20
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Ive been trying to keep the mortgage, but my aunt she traded out policies and stole benefits. So now I have no idea whats going on with it or what she switched or what she took and when I called them to verify which I already did and Im in the process of getting a lawyer I got the deed and it says that own ship is the tenets of residency of survivorship or something like that and theres a custodian account I guess you throw in my daughters name XXXX, XXXX, And, now I went to click on the link where it said that the house was in my name but its connected to a XXXX account that I never signed up for when I called they wont let me access it. I dont know what I dont know what to do right now
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: I have one company attempting to foreclose on my home ( XXXX XXXX XXXX XXXX D/B/A XXXX XXXX ), and another ( SHELLPOINT, A division of NewRez ) trying to get me to continue paying them with ongoing mortgage payments, Even though another prior servicer XXXX XXXX XXXX XXXX has already been paid off in full for this loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33155
Submitted Via: Web
Date Sent: 2024-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Hello, Shellpoint ( NewRez Financial ) continues to not post payments in a timely manner. Now this company sends notices with data that is not accurate. Now the notices have on the back of the payment indicating current and past as " unpaid balance. '' The current can not be an " unpaid balance '' when it is not due, giving the impression that the balance it not paid. Additionally, it indicates " overdue payment, '' when that is not accurate. To date, the XX/XX/XXXX was mailed/received, and payment posted XX/XX/XXXX. The XX/XX/XXXX payment was mailed/received, and payment posted XX/XX/XXXX. The XX/XX/XXXX payment was mailed/received and was delivered to address and ready for pick-up XX/XX/XXXX. Lastly, Shellpoint ( NewRez Financial ) requested insurance for the property and that was faxed on XX/XX/XXXX, and a confirmation was received for the same date regarding the fax regarding insurance, yet another notice was indicating they have not received the requested insurance documents. They continue and it appears deliberate attempts by Shellpoint ( NewRez Financial ) to delay the posting of payments, sending multiple requests for the same documents, in all attempts to defraud the customer and this needs to stop immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60559
Submitted Via: Web
Date Sent: 2024-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-19
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: This is a new complaint about a complaint filed XX/XX/2023, # XXXX. Shellpoint continue to send treatening letters to escalate and continue to send strangers to my home takeing pictures to my home in what I perceive as an effort to intimidate me. I am a XXXX XXXX XXXX XXXX and Shellpoint company has a aggravated my condition to the point that I am XXXX XXXX! please refer to file # XXXX XX/XX/2023 for details of my complaint,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2024-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : A consumer reporting agency can not furnish an account without my written instructions. 15 U.S. Code 1681a - Definitions ; rules of construction - Exclusions.-Except as provided in paragraph, + the term " consumer report '' does not include any report containing information solely as to transactions or experiences between the XXXX consumers and the person making the report ; 22 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2024-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-18
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My name is XXXX XXXX, predatory lending. My mortgage since XXXX, has been flipped with threats if foreclosure during the predatory lending of mortgages from the XXXX. Here is the mortgage companies my mortgage had been flipped, at least six ( 6 ) times, with an balloon payment of insane amounts. At that time in life, I was trying to keep a roof over my XXXX children, at wich time, I was contacted by my mortgage company, they were engaging me with deception and fraud, manipulating the borrower ( myself ) through aggressive sales tactics, and taking unfair advantage of my lack of understanding about loan terms. Then the lender managed the loan transaction to extract the maximum value for itself without regard for the borrower 's ability to repay the loan.Balloon Payments these are predatory lending tactics. Negative Amortization. I am an minority, poor, and XXXX and the less educated, previously, currently, I am a XXXX XXXX in my last year. Here are a list of my mortgage companies, all under legal suits and scrutiny for predatory lending, which leads me to my current mortgage company. I would like to have my loans terms change from the balloon payment and renegotiated at the least, as well as monetary lending damages, immediately. XXXX XXXX, XXXX XXXX, New Rez, XXXX XXXX XXXX, Shell point Mortgage All have been my mortgage company since XXXX Each one starting with XXXX should pay damages, and release the loan agreement. XXXX has also listed two of these mortgage companies on my credit report since XXXX with bad faith and will on my credit report and family. XXXX Settlement In XXXX XXXX, 49 state attorneys general, the District of Columbia, state mortgage regulators and the Consumer Financial Protection Bureau announced a Settlement with the following three mortgage servicers : XXXX XXXX XXXX XXXX ( previously known as XXXX XXXX XXXX XXXX or XXXX ) XXXX XXXX XXXX This bipartisan Settlement provided approximately {$120.00} XXXX in direct payments to foreclosed borrowers. The agreement settles state and federal investigations finding that these mortgage servicers engaged in various abuses during the servicing and foreclosure process. The settlement includes {$30.00} XXXX in restitution for borrowers nationwide, including an estimated {$1.00} XXXX for Pennsylvanians. Borrowers who were subjected to XXXX foreclosures during the 3-year period may qualify for a restitution payment of at least {$840.00} and potentially more.XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX. Plaintiffs in the Shellpoint Mortgage Servicing class action lawsuit alleged the company violated the Fair Debt Collection Practices Act ( FDCPA ) and the Shellpoint Mortgage Servicing misleading statements $ XXXX... Top Class Actions A Settlement Agreement XXXXXXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX Utah. XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX and XXXXXXXX XXXX XXXX XXXX XXXX No. XXXX Decided : XX/XX/XXXX Judge XXXX XXXX XXXX authored this Opinion, in which Judges XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX There is so much evidence here of predatory lending, and also shell point breaking the fair credit debt act which I've endured myself. Please help me stop this unlawful and bad will and bad faith practices that have been transpired over decades The Newrez Family of Companies, f/k/a Shellpoint Partners, is a group of companies comprised of Newrez LLC ( XXXX New Penn XXXX XXXXXXXX, a national mortgage lender specializing in the residential real estate market ) , XXXX XXXX ( a 45-state provider of title services to the real estate and mortgage industry ) and XXXX XXXX XXXX XXXX XXXXXXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: This is in regard to COMPLAINT ID XXXX submitted on XX/XX/2024. The response I received from Newrez contains inaccuracies and does not address several key issues. First, their claim that our XXXX form was not received is false. The form was signed by both me and my wife and we both witnessed it being included with our check and sealed in the envelope. The check was cashed by Newrez so they either misplaced the form accidentally or lost it on purpose. We had waited months for this form to arrive and it represented thousands of dollars in savings to us. So, after both of us signed it and put a check in the envelope, it is highly unlikely that we then forgot to include the form. Their self-serving and convenient claim that we simply forgot to include the vital form signed by both of us in the envelope is ludicrous. In addition, the form includes the statement : 'Please make sure address shows in window ' and then has the Newrez mailing address below it. So, my question is this : How did the check arrive to the right place if the form was not included? I have paid hundreds of bills over the years inlcuding many mortgage payments, and none of them were mailed without the proper form. I ALWAYS double check that everything is in every bill I mail, that the check is complete and signed and that the address shows through properly. I am very precise in things I do so I am certain that it was also done in this case.Their form also requires a signed statement authorizing the valuation that our check was paying form and my loan number. How did they process a check for something I did not authorize. I am not sure if that constitutes fraud but the fact that they require our signature on the form must mean that info is important. If they did not have it, why did they cash our check? To further complicate this claim that the form was not included and to cause further delays, I was never told that the form was not turned in. When I saw that my check was cashed, it was my logical assumption that the form was processed and things would move forward. Why would they cash our check if they did not have the proper documentation that was supposed to accompany the payment. Regardless of them not communicating to us that the process was stalled due to the lack of this form, I did reach out to Newrez on two occasions to check on the status of the process once by phone and once through their online chat. Both times I was told that the process could take up to 60 days and that they could not provide any info on the status. NO ONE ever mentioned that the process was stalled because they were missing key information. I only found this out later when the 60 days had passed and there was still no result. At that time, I was told that it was my responsibility to follow up on my form and check submission. Which I did, and I was not told anything. I had multiple conversations with Newrez representatives and ewach time I was told a different reason for the delay. It was not until I pressed for more info that I was told the ACTUAL reason for the delay. If they had communicated properly, we would have saved months of wasted time and money. For a company who holds all the cards to make it this difficult for customers to get a lawfully-mandated result is unfair and represents a lack of concern for consumers. I'd like to add that during one of my phone calls to Newrez, one of their representatives read me the notes from my account that stated that an appraisal was not even needed for this request since we already met the threshold for qualification. I did not understand what this meant at the time since it was during my first phone call after the check was cashed and at that time I thought things were still in process. That representative did not mention that my form was missing. I am sure I can request phone records to verify the times I contact Newrez if they are in dispute. If they have any recorded calls that dispute any of my claims I urge them to bring these forward. It would be easy for us to just let this go but I feel it is important for large companies to treat consumers with respect and fairness when they hold all the cards and make it so hard to communicate with them to get truthful answers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49301
Submitted Via: Web
Date Sent: 2024-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-17
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX, I reviewed my county 's real estate tax website to determine whether my taxes had been paid. They are due XX/XX/XXXX. They had not been paid, so I checked my mortgage online portal and I paid the taxes in the amount of {$3800.00} to avoid a late fee of close to {$500.00}. The portal showed taxes had been paid to a tax parcel that was not mine in the amount of {$65.00} on XX/XX/XXXX. I contacted NewRez the next business day via phone, which was XX/XX/XXXX. I requested I was advised on this phone call to submit an inquiry with via the mortgage portal and attach the tax bill I received along with my paid receipt. I did not hear back, so I contacted NewRez via phone again on XX/XX/XXXX. I spoke with someone in the tax department that advised me to send the tax bill and paid receipt to an email address. I was also advised they would correct the parcel number associated with my mortgage and I would be sent the money I paid out of pocket for taxes from my escrow account once the issue was reviewed, but it would take until the end of the month. I received an email from NewRez on XX/XX/XXXX. It was a poorly written email and difficult to understand, but I am going to relay what I understood from the communication. Per the email, the {$65.00} paid from my escrow account to a real estate parcel that is not owned by me or my spouse, would be non-refundable. They were able to update my parcel and it looks to be correct in my mortgage portal. The last part of the email covered my request to be reimbursed from escrow, the tax amount that I paid and that should have been paid by them. It stated they would not update any information concerning the tax bill since I chose to pay the bill out of pocket. I did not choose to pay it out of pocket -- NewRez messed up and I was forced to pay it to avoid a late fee. They advised a new escrow analysis would be performed XX/XX/XXXX. I didn't like the wording of the communication, but I assumed they would complete the analysis, find there was an overage ( due to them not paying the taxes ), and return the amount to me. By the beginning of XXXX, I had determined they would not be performing an escrow analysis based on my escrow balance being close to {$6000.00} in the mortgage portal and I made another call to them on XX/XX/XXXX. After being transferred from customer service, then the tax department, and then back to customer service. I spoke with a wonderful associate who filed for my money to be returned. She requested I send the tax bill and paid receipt in again ( for the third time ), which I did. As of today, I have yet to receive a communication from NewRez pertaining to my request to have my money returned and I have no idea if I'll ever see the {$65.00} they paid to the county again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 656XX
Submitted Via: Web
Date Sent: 2024-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-18
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: My husband I called repeatedly between XXXX and XXXX of XXXX to understand why we were being charged for incomplete monthly payments when we paid New Rez twice a month - the full payment being made before the XXXX of the month. New Rez sited each time that they did not have a set process for twice monthly payments but would make adjustments to the accounting of our payments to recognize full payments by the XXXX of each month. This worked for a few months and then stoped in XXXX of XXXX with a Principal Adjustment fee of {$280.00} and they started charging late fees in XX/XX/XXXX in the amount of {$160.00} for the year XXXX and {$54.00} so far this year, XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95618
Submitted Via: Web
Date Sent: 2024-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A