Date Received: 2019-07-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Mortgage was on a hurricane monitoring and was sold to another lender they knew that we were in this hurricane monotheism and we did a modification but they reported that we had late payments when we never did and we were assured by HUD and our previous lender that nothing negative would be reflecting in the credit but they have yet to remove it
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 33165
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Received Trial Period Plan from Shellpoint Mortgage servicing XX/XX/2019. I've made 2 of 3 trial payments, received property foreclosure sale letter from foreclosure attorney XXXX, XXXX, XXXX XXXX XXXX. Please postpone property foreclosure forXX/XX/2019. How do you foreclose on my property when I'm in a trial plan? Please Help!!!!!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38141
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Loan Servicer : NewRez ; XXXX. XXXX XXXX ; XXXX, OH XXXX Our mortgage loan was paid in full on or about XX/XX/2019. At the time of the payoff, there was a {$6000.00} surplus in the escrow account. We received the lien release/loan satisfaction papers. As of today 's date ( and after numerous calls to get the funds disbursed ), we have NOT received the funds that were in the escrow account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-22
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced my existing mortgage. On XX/XX/XXXX at XXXX the title company wired the money to NewRez ( the exising mortgagor ) to pay off the mortgage. NewRez applied the payment on XX/XX/XXXX and took 3 additional days of interest out of my escrow without any notification to me. How can they the steward of my escrow account take money out for their benefit without any kind of notification? This should be illegal!!! The title company has provided me proof of the wire to NewRez the morning of XX/XX/XXXX and I have forwarded that to NewRez and their response was it took 3 days to process. They charged me 3 days of additional interest by taking my money without permission thru my escrow!!! How can this be?? dont they have a fiduciary duty-Its my money and their charge was crooked and false. How many people are they stealing from? Im sure this is a widespread practice. Along with delaying my escrow refund by 30 days with no interest on my money. They charged me XXXX in interest for a time period they already had my money ( full mortgage had been paid off )!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 523XX
Submitted Via: Web
Date Sent: 2019-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX OWES US $ XXXX from bk noXXXX and illegally reporting tradeline after so.l. expired
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72712
Submitted Via: Web
Date Sent: 2019-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Just notifying you of bad business practices by several mortgage lenders. My wife and I recently bought our first new home in XXXX, and have now been subject to two transfers of our mortgage as of XXXX. On top of this we have received several notices in the mail of companies wrongfully claiming to be the new servicers of the loan due to what is presumably our mortgage lender publicly disclosing our mortgage details. The companies in question thus far have been XXXX XXXX XXXX for the information disclosure and Shellpoint Mortgage for buying our mortgage and reselling it within a month of purchasing it to a new undisclosed lender that I know nothing about. This is ridiculous that I need to setup yet another account with a new lender that may or may not be my lender in a month. I dont want to default on my mortgage but I dont know who to legitimately pay due to these shady and misleading practices that seem entirely unnecessary.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 928XX
Submitted Via: Web
Date Sent: 2019-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We bought our current house in XX/XX/XXXX, XX/XX/XXXX NewRez bought our previous lender, NewPenn, and took on our mortgage loan. As of XX/XX/XXXX of this year NewRez increased our mortgage payment 25 % ( {$560.00} ) and they can not explain why. Our taxes did not increase and our insurance did not increase. They are claiming that they need a {$5400.00} starting balance in the escrow account and a required cushion of {$1600.00} in the escrow account and with those two amounts pushed the escrow account negative and are saying we have an escrow shortage now. They increased our escrow payment from {$800.00} to {$1300.00} a month. According RESPA they are not allowed to charge us any more than 1/12 of our annual escrow charges and can not keep a balance in the escrow account of more than 1/6 of the annual escrow charges. They are doing all of the above. Our property taxes and insurance premiums come to $ XXXX, divide that by 12 months and our escrow payment should be {$860.00}, and they increased our escrow payment to {$1300.00}. I don't even know where they got that number from. We have called them twice since we became aware of this increase and they can not explain any of the increases, all they say is they advice us to look at the escrow analysis, which is what we told them we were looking at when we were talking to them. They said there was not a supervisor who could explain the details of the loan to us. I was on hold for 15 minutes waiting for someone to get a supervisor and she came back and said no one was available but she talked to a " Lead '' and they said they can legally do what they are doing. I told her that according to RESPA they can not require me to deposit in excess of 1/12 of the total amount of estimated charges for escrow and she said that they can collect two months worth of mortgage. I have never had a mortgage lender increase my mortgage because they state they require a {$5400.00} starting balance and an additional {$1600.00} required cushion in the escrow account. They have increased our monthly mortgage payment from {$2200.00} to {$2700.00} and can not explain any of it to us. Nothing has increased in taxes or insurance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60193
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Originally my loan was with XXXX. I lost my job and asked for a loan modification. I went to consumer credit counseling for help. XXXX had so many modification applications at the time they had outsourced some of their work. Anyway they mislabeled my loan lost my loan application and this continued for a couple of years. Instead of a modification they started foreclosure proceedings. I ended up filing bankruptcy. My mortgage was included. Then after a few years of paying my bankruptcy payments XXXX wanted the amount increased. I was paying XXXX a month they wanted XXXX a month I could not pay that amount so my case was dismissed. I went to XXXX XXXX XXXX to get this done. We called several times a month before the bankruptcy and after the bankruptcy was dismissed. They finally came back with XXXX left on my principal balance and were supposed to be doing a modification. In the meantime I received a letter from Shellpoint mortgage saying they were servicing my loan and it was XXXX. We called XXXX and they told us that my loan had not been sold or transferred and that they were still working on a modification. Well it had been sold and Shellpoint had started foreclosure proceedings. I called them and told them what happened and I contacted my attorney to file bankruptcy again. But they stopped the foreclosure and agreed to do a modification. I did the trial period and the paperwork came back with my principal balance being XXXX. I disputed the amount of my principal balance. They told me if I didnt sign the modification that I would immediately go into foreclosure. I said I would sign the paperwork to avoid foreclosure but I disputed the charges. I contacted the Alabama attorney generals office for help. Shellpoint told them that the charges were from the missed payments from when XXXX had my loan. I explained to Shellpoint that XXXX agreed that all I owed was XXXX and they were supposed to do the modification which Shellpoint was fully aware of anyway. My first paper statement from Shellpoint reflects my principal balance being XXXX. They still refuse to remove the charges of over XXXX making what I owe more than my original loan and have sold my mortgage to XXXX mortgage servicing. Also when I called Shellpoint to tell them that making the payments on the first of the month might be a problem their agent told me that Shellpoint doesnt consider a payment late if its made in the month its due. They sent me a nasty letter threatening foreclosure even though I was never behind and added late payment fees to every payment. But that didnt happen until I sent them messages requesting the other fraudulent charges be removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2019-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I got my 30-year fixed mortgage from XXXX and have always been paying on-time $ XXXX. In XX/XX/XXXX, New Penn Financial ( currently NewRez ) bought the mortgage from XXXX. During the transition, I was informed that my mortgage remains absolutely unchanged except that payments will now go to the new servicer. Since XXXX NewRez started unfair and deceptive practices with this mortgage. In the XXXX statement the monthly payment changed from {$590.00} to {$600.00} without any reason. After contacting their customer service, they could not explain why and never fixed the wrong payment amount. Since XXXX they started sending me letters about hazard insurance that never had anything to do with my mortgage. I have never missed a payment ( auto-pay from my bank account ) and the mortgage has PMI from day one. For the past few months, NewRez continued harassing me with letters even after I contacted them. This month, they sent me letters showing they added thousands of dollars of insurance on my mortgage and showing huge deficit in my escrow balance and that I am default on my payments even though I have been paying the fixed {$590.00} per month on-time. On these letters, NewRez is threatening me to report me to the credit agencies and to take legal actions. Please see attached documents showing information on loan origin, current status and deceptive fees added by NewRez in recent months. Being a good citizen, I am requesting your urgent help against these fraudulent activities, deceptive tactics and harassment from this servicer. Your kind help will be greatly appreciated. Thanks.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 11210
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a Heloc Loan with NewRez mortgaged company. I was declined due to my credit score being XXXX. They want my score to be at least XXXX. Later, I was approved by XXXX XXXX XXXX for a Heloc Loan. However, XXXX XXXX XXXX wanted a letter stating I was declined for the Heloc Loan. I have continued to reach out and I have sent email after email, call after call and NewRez have continued to fail to contact me. Please assist me because I feel they are purposely doing this to me because NewRez wanted me to apply for a personal loan instead and I said no.
Company Response:
State: CA
Zip: 94533
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A