Date Received: 2023-10-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: On XX/XX/2023 a loan officer from XXXX XXXXNewrez ran my credit for refinancing my current mortgage and stated on recorded line my credit score was XXXX and as long as my home appraisal was XXXX or more we could move forward it appraised for XXXX when I sent my income verification SSDI award letter I was sent a denial letter after they took appraisal and other fees from me. I have a XXXX XXXX and was taken advantage of by XXXX XXXX loan officer and won't return my calls or emails
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: my mortgage was sold to newrez in XX/XX/2023 and since then i dont have communication with them. Its very difficult to make payment, there is always a problem in the website and by phone also. An operator comes out saying that they can not receive calls at this time. In XXXX and XXXX It was very complicated to make payment I had to insist every day more than 10 times daily by phone and website. But this month has been impossible. I am worried that the deadline is approaching, which is XX/XX/2023. My credit can be damaged and also I will have to pay late charges. And that will be a problem for me, be due to the irresponsibility of newrez. I wish you can help me. thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00985
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Mortgage note could not be released in XXXX when we wanted to pay it off. This is because of fraudulent assignments. We are asking shell point mortgage servicing to give us a Complete accounting of all fees charged to the escrow account from XX/XX/XXXX through XX/XX/XXXX. This is the time period of only XXXX years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: I am following up to the CFPB Response I received yesterday regarding a mortgage loan assumption. It appears that NewRez is refusing to waive my late fees, which I am willing to let go because XXXX XXXX issue is pertaining to the loan assumption which is to be completed by my mother XXXX. The response stated that underwriting declined XXXX for the loan assumption due to no record of a housing payment on her credit history or having a rental agreement. At the time of the Loan Assumption application, I have stated on NUMEROUS occasions that XXXX DOES NOT pay any mortgage or rental expenses associated with the existing XXXX Loan. I also explained the original letter of explanation had a typo. The first payment XXXX made on the loan was in XX/XX/2023. I have once again attached the explanation letter the underwriting team is refusing to accept. The guidelines for an FHA XXXX do not require previous rental or mortgage history. I took my original XXXX XXXX out and did not have to provide any of this information. It is rather clear, that NewRez is purposing not pursing a loan assumption for XXXX because they do not want to honor the original interest rate of 2.75 %. I am demanding this be escalated to Underwriting XXXX and the XXXX of your organization. I refuse to wait another year to have this account reviewed for a loan assumption. This is absolutely ridiculous and violates many laws that protect the consumer. If NewRez is unwilling to honor the loan assumption, I want to see the FHA Guidelines that are being used where it states she must have 12 Months Rental or Mortgage History. It is not an accurate statement according to my research.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 065XX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I need to re-document and refile this grumbling to NR/SMS/XXXX..I kept in touch with them the errors of my credit report including dates of payment, dates opened, payment history, and status. They professed to have led an exhaustive examination, in spite of the way that it its more of 30 days. As I checked and audited my credit report appears nothing has changed and negative move has been initiated. My privileges have been disregarded various times. 15 U.S.C 1681 segment 602 A. States that I reserve the option to privacy.15 U.S.C 1681 segment 604 A Part 2. It moreover states a buyer detailing office can't outfit a record without my composed guidance. I filed an FTC report with the report number XXXX as my formal complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90501
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: XX/XX/XXXX I called to set up my XX/XX/XXXX mortgage payment, I noticed there was a column " Other Fees Due {$150.00} ''. When speaking with the customer service, the lady informed me she was unable to determine where this fee is coming from, she stated she went all the way through my payment history to XXXX and did not see anything. I do not owe any late charges, NSF Fees, no Legal Fees nothing. She did advise me she was putting in a request for the research team to investigate the fee. There is no reason my mortgage company should slap unexplained fees on my mortgage by simply creating a fee bucket.. I can't wait XXXX days for a resolution, when they put this fee on my mortgage instantly without any notice to me as the property owner. I want this fee removed from my mortgage immediately..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I had a mortgage and during the pandemic, the tenant did not pay any rent and explained this to Shellpoint for the last XXXX years and it has been frustrating to communicate with Shellpoint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Starting XX/XX/2023 my forbearance stopped. Due to allegedly exhausting the timeframe given. I was mistreated by both entities. Shellpoint mortgage company practice unethical practices. Which they pretended to work with me. Misplacing my paperwork for a loan modification to bring the mortgage Current. Both XXXX XXXX and Shellpoint didnt not treat me right or evaluate my financial situation due to Covid-19. My financial situation is both Mother and grandmother dead within the last 12 months. I had to pay for probate, and proper burial expenses for both. After inheriting the property from my mother. Shellpoint mortgage has made this situation so difficult and stressful. Im considering moving forward to pursuing legal counseling. The XXXX XXXX denied me because at the time my mother was deceased during the application process. At the time misinformation lead me to fill out the application for HAF funding to prevent for closure. I was mistreated by both entities. Shellpoint mortgage company practice unethical practices. Which they pretended to work with me. Misplacing my paperwork for a loan modification to bring the mortgage Current. Both organizations failed to meet their target, mission by default. Giving me the runaround pretending to work together to help pay the mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I was completely taken to the cleaners by my lender- see my other complaint. Now the servicer of my loan does not apply my payments correctly. What happened is that I have a XXXX XXXX Checking from my husband being a XXXX Veteran. We moved to XXXX, but here there is no XXXX XXXX XXXX. This requires that we pay our mortgage sometimes using two different accounts for part of the full monthly payment. 4 different times we paid the full amount, using to different accounts, and because neither was a " full payment '' the payments were unapplied. This happened over and over in XXXX and during Covid, and after Covid ended I got a letter that said we were behind 3 payments and our loan was being moved to the foreclosure department. I've argued with Shellpoint for years about the payments and finally recently, I created an XXXX sheet showing Shellpoints own Loan Payment History for my loan. Then one by one I found the payments I made, recorded the account the payment was made from along with the check number. What I found was alarming. Over and Over they accepted our payments, which we were only able to process with the help of a ShellpointMTG operator, and each time we paid using two accounts, the operator would tell us that she would " bind '' them together as a full payment. That was never done. Another payment we made with two different accounts was in XX/XX/XXXX. I made a payment for XXXX, and my husband made a payment for XXXX, totalling our full monthly payment of {$5000.00}. My payment was " unapplied '' and my husband payment was never returned to him and doesn't appear in my payment history. Again, each time we paid our mortgage payment using two different accounts, we had to do it through an operator at Shellpoint Mortgage. So there is no reason that all of these payments were left unapplied and not allocated to our loan. When I called to confirm the receipt of my emails to both loanservicing @ and lossmitigation @ shellpointmtg, I received a letter that said they were looking into my claims. But the lady who answered said that my account has only {$68.00} that has not be applied or paid out. I want a full accounting and I want all my fees, late charges, etc, refunded to me. I received a letter about my loan going into foreclosure and when I called I was told that I could disregard that letter by a XXXX XXXX, who answered in the Loss Mitigation area of Shellpoint Mortgage. I still want to know how I go after my lender, who has changed companies to avoid any responsiblity for this nightmare loan he put me in. I started with him with a XXXX XXXX XXXX and XXXX or so to put down. He miss lead me from the start, telling me that he could get me a " high-balance conforming Loan '' So I put down almost everything I got out of the sell of my home in CA, to purchase my new home. He said once " We '' close on the conventional loan, " we '' can take {$100000.00} out of your equity as a HELOC and you can do your renovations that are needed. After we closed he said, Oh, I don't do HELOC 's you'll have to find a bank to assist you. Well, when I when looking for a HELCO I didn't qualify because I'd just bought a XXXX home. So we owned a heap with no money to do renovations. We lived in a dump with XXXX XXXX until the same lender said he found us a loan, a cash out refinance to pull out some of our money. He sure did ... ..crook. He got us {$71000.00}, we were told it would be {$110000.00}, our loan balance jumped from 3.62 % percent to 5.85 % and our payment went from {$3100.00} to {$4700.00}, now it is over XXXX. All we did is trust a lender that a friend in California recommended we use. His name is XXXX XXXX, and he worked as the Area Manager for XXXX in XXXX XXXX. Now he is the Regional Manager for XXXX XXXX XXXX in XXXX XXXX. Please let me know what I can do about this as well. You stated that I could reach out to him in my complaint filed on XX/XX/XXXX, but I have called and he has not called me back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37205
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: Getting changed $ XXXX insurance every month and wont accept insurance I purchased for {$97.00} a month, they paid the I shopped around the {$97.00} a month and I am being charged more than $ XXXXmonth And when I asked to pay it off the mortgage it became almost {$10000.00} more ( XXXX deferral,XXXX+interest and $ XXXX+ escrow Mortgage company name is SHELLPOINT Phone number is XXXX I am not sure if this is right, can you please help, thank you
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A