Date Received: 2019-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been sending extra principal only payments to the mortgage company without issues. NewRez assumed the loan from the previous servicer. I continued making my weekly extra principal only payments, but they are not being applied to the loan. I have asked for a reason via e-mail about the " Partial Payment Unapplied '' comment on my statement, but have received no answer. Trying to call the customer service line results in the phone ringing for 15 minutes during the time stated that service is available, then being disconnected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summary : My mortgage company, NewRez, erroneously placed a Force-Placed Homeowners Insurance policy on my account. I have successfully proven to them that I have always maintained an adequate homeowners insurance policy. They removed the Force-Placed Homeowners Insurance policy but insist on charging me for the months that the policy was active. To me that is a direct violation of 12 CFR 1024.37 ( g ) ( 2 ) Law Involved : 12 CFR 1024.37 Specifically subsection ( g ) " ( g ) Cancellation of force-placed insurance. Within 15 days of receiving, from the borrower or otherwise, evidence demonstrating that the borrower has had in place hazard insurance coverage that complies with the loan contract 's requirements to maintain hazard insurance, a servicer must : ( 1 ) Cancel the force-placed insurance the servicer purchased to insure the borrower 's property ; and ( 2 ) Refund to such borrower all force-placed insurance premium charges and related fees paid by such borrower for any period of overlapping insurance coverage and remove from the borrower 's account all force-placed insurance charges and related fees for such period that the servicer has assessed to the borrower. '' There were numerous other violations in the past ( including failure to provide notice of force placed insurance, failure to provide reminder notice of force placed insurance ), but through my persistence, through numerous phone calls and emails, we were able to get past them and get to where we are now, there is no force placed insurance on my account. Now, one last step remains, the insurance premium that they have charged me is a duplicate charge. I should not be liable for that, as I have maintained proper insurance from the inception of the loan, and they have erroneously placed insurance on my plan without notifying me, and as it violated 12 CFR 1024.37 ( g ) ( 2 ) Detailed Facts : XX/XX/XXXX My loan is Closed, closing docs specify I, the client responsible for homeowners insurance. XX/XX/XXXX XXXX Transfers to NewRez XX/XX/XXXX Wrong HUD is attached to my file. The HUD specifies different customer name and a property in XXXX, instead of property in Connecticut where my loan was originated. XX/XX/XXXX Force-Placed Insurance is placed upon the account. No notification notice or reminder notification notice is sent in violation 12 CFR 1024.37 ( c ). No reminder is sent in violation of 12 CFR 1024.37 ( d ) XX/XX/XXXX First time I learn of the insurance through a recalculated escrow statement. XX/XX/XXXX First of many emails send, first of many hours spent on the phone with NewRez customer service. XX/XX/XXXX XXXX of insurance uploaded XX/XX/XXXX XXXX to fix everything. Force-Placed Insurance is removed from my account. XX/XX/XXXX New Escrow analysis statement and an additional charge of {$780.00} for hazard insurance that NewRez paid XX/XX/XXXX Email demanding removal of the charge sent, stating the charge is a direct violation of 12 CFR 1024.37 ( g ) ( 2 ) XX/XX/XXXX Another 41 minute phone call result refusal to remove the {$780.00} charge until NewRez gets refunded by the insurance company. XX/XX/XXXX Complaint filed. All additional information available upon request
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: they took out monthly payment twice call many times for a refund
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called to get information on my loan because I refinanced and could no longer see my account. The two individual could not tell me so with the first one I asked to speak with a supervisor or a manager and she told me there were none. I told her I was not born yesterday and the she told me the supervisor went on break so I hung up. I called back and then another person who was a loan officer had no clue of what was going on either so then he connected me to servicing department. This person was able to help me I think. This is not the only problem I have had with his company this is why I call to check on things. I think they are taking people for their money and this is why I refinanced. I am reporting NewRez Mortgage because I do not want this to happen to others that may not pay close attention or that do not know much about mortgage loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2019-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am disputing the XX/XX/XXXX sale date while we are doing everything we can to supply a document for Shellpoints underwriters request given to me yesterday. I am requesting that the sale date be placed on hold until this last minute request can be provided to us by XXXX XXXX in order for Shellpoint to include the income from XXXX XXXX XXXX XXXX which is needed to qualify for a modification. I have submitted to Shellpoint the last mortgage statement I have received on this property but since it is not current I have worked with my attorney to request XXXX get this document to you as soon as possible. I was asked by Shellpoint representative to either provide this mortgage statement or submit an incomplete package which will lead to a denial, therefore, with both of these options being unacceptable I am disputing these unfair actions and asking for a fair review for a modification I know that I can qualify for given I have had 4 properties modified to date since my financial situation has improved. We are working diligently to provide this request to you. As per your most recent request today, Wednesday, XX/XX/XXXX given to me from Shellpoint Rep. XXXX at XXXX : 1. ) The following properties that were listed on my XXXX Taxes have been foreclosed on and are no longer in my name : XXXX XXXX XXXX XXXX XXXX XXXX 2. ) A current mortgage statement for 1 XXXX XXXX serviced by XXXX XXXX XXXX ( Property has been in litigation and I am represented by my attorney Mr. XXXX XXXX, ) in order for underwriters to include this income in their review, and thus qualify for a modification. I am working with my Attorney, to try once again to get a copy of a current mortgage statement from XXXX XXXX XXXX , XXXX Loan # XXXX for 1 XXXX XXXX to fulfill yesterdays request. We have turned in the last statement for this property, which was provided to me from Shellpoint. XXXX has admitted that since servicing my loan it has not ever provided a mortgage statement to date because it has been in litigation but is now working to expedite a copy for Shellpoints underwriters for their review. If you would like to call my attorneys office and put in your request as well, here is the contact number : XXX-XXX-XXXX I am doing everything I can to get you this information and am requesting the time necessary to produce this document as it is out of my hands. Please wait for this mortgage statement in order to use the income for this property in your review and cancel XX/XX/XXXX sale date. I demand a fair review for modification!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Shellpoint Mortgage/XXXX XXXX XXXX recently approved a loan modification which I accepted. In a conversation with XXXX XXXX, the representative, regarding the modification I informed him that Shellpoint was not reporting my mortgage payments to the credit bureaus. In 2017 Shellpoint reported to the credit bureaus that I was 3 months behind in payments. This was inaccurate, erroneous and an error on their part. Instead of correcting this error with the credit agencies, Shellpoint removed my credit history completely. I have discovered that there is no history of my owning property or payments I have made for the last 10 years to Shellpoint. The representative explained that it is because I was in Chapter XXXX and that if I want to include my mortgage payments in my credit history, I need to write and have them investigate my request. His explanation is an oversight, mismanagement of my account, and failure to provide due diligence. I informed him that SHELLPOINT MORTGAGE/XXXX XXXX WAS NEVER INCLUDED IN THE CHAPTER XXXX BANKRUPTCY. He said that Shellpoint did not have that information and proceeded to remove my information from the credit agencies based on the information they received from the BK Court. This is simply dishonesty. I have attached the Notice of Intent .... that clearly shows that XXXX XXXX XXXX ( the investor ) was served with the notice that reflects it never had a claim amount and was never paid. The main claimant was my XXXX XXXX XXXX XXXX, and IRS and credit cards. This notice was served to the investor by the BK court so how could Shellpoint not have knowledge that my mortgage was not a part of the Chapter XXXX??
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Shellpoint. I repeatedly called and requested my new loan number and payment information. I finally got auto-pay set up successfully and the first payment was drawn. It draws it from an account that I do not closely monitor, and I set up the autopay on DAY 1 so that I would never be late and never have to worry about. In fact, I pay an additional $ of 200 to 2000 to the principal each month. Imagine my shock when I opened the mail today, and it is from Shell Point stating my mortgage is in default by TWO MONTHS. I called immediately. After waiting on hold for six minutes, I spoke with a representative. I explained the problem She CONFIRMED that YES she shows my account is in fact ACTIVE and on AUTOPAY and said she did not know why it was not withdrawing the funding, as everything was set up correctly. I said, okay, so please fix it because I am trying to refinance a house and and I need my XXXX and perfect credit to be dead on right now!!! She said she could NOT help me because my account was past due. I said, but you can see right there, it is on autopay. I can pay the amount but I want the autopay fixed and I want any late charges taken off and NO credit reporting. She said she had to transfer me. She transferred me where I waited on hold for another 16 minutes. THEN, it finally started ringing. And then it rang and rang and rang. I let it ring for an additional five minutes, and nobody ever answered. Being concerned I went BACK ONLINE and paid the two months. HOWEVER I want the autopay issue fixed, as they admitted it is their fault. ALSO thank goodness I could pay immediately, otherwise, I would not have even been able to pay the mortgage since I got a 20 minute run around!!! This company is garbage and it feels predatory. I always pay my mortagage on time and early and extra principal. The fact that their autopay has a glitch should not penalize me. I am concerned over my credit and the fact that this company can not even get me in touch with a PERSON to talk to and resolve my problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85254
Submitted Via: Web
Date Sent: 2019-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan transferred from XXXX XXXX to Shellpoint in XXXX of XXXX. Representatives at Shellpoint seem to be very uneducated and incapable of resolving or explaining issues pertaining to my mortgage. I have made several call and to the company and spoken with several representative along with making requests verbally and via email for a Manager to contact me back to resolve the outstanding issues. Shellpoint is committing a crime by adding force placed insurance to my mortgage loan of {$2000.00} added both in XX/XX/XXXX and scheduled to bill me again in XX/XX/XXXX per their mortgage analysis. I first reached out to Shellpoint regaurding this in XXXX. The Team lead I spoke with stated he did see where I am insured by XXXX insurance and didn't understand why I would have force placed insurance. He requested me to send a copy of the policy just in case and he would note the file. I expressed concern that I was still being billed {$2000.00} XX/XX/XXXX and should not have because have had no interruption of insurance ( I only changed insurance carriers and the mortgage company paid the insurance out of my escrow ) The rep stated he did show the amount but was positive it was not added to my account balance. He stated he would have a new escrow analysis completed and sent out to me reflecting there was no charge for Hazard insurance and no change in my monthly payment due. I emailed the copy of the EOI to Shellpoint XX/XX/XXXX and received no new written analysis and it assumed the issue was resolved. My XX/XX/XXXX and XX/XX/XXXX stated payment appeared to be accurate. I did however place several more calls to Shellpoint because I did not get written confirmation that this issue was cleared. Online I could still see that the charge for {$2000.00} XXXX was still reflecting and not reversed. Still no resolution. I did however believe that the issue was resolved because there was no issue in my XXXX and XXXX Statements that is until I received my monthly statement for XXXX requesting me to pay {$1900.00} I promptly called Shellpoint again and issued a complaint and pointed out errors. I was assured that everything wld be corrected and a Manager wld call me back. I received my XXXX statement and this statement shows a payment due for {$1100.00} where I again placed a call to Shellpoint bringing notice to the error and the fact that I have insurance. No one was willing to help and I was told the issue wld go for Manager call back. To date I have received no communication from Shellpoint. On XX/XX/XXXX I did send an email to Shellpoint regarding my unanswered complaint this was done due to having received a collection call and being advised that my credit wld be effected by the short payments because the error has not been corrected my credit and my property wld be at risk. I again asked for a Manager call back and did also advised I would be filing this compliant. I have attached copies of the email 's sent to Shellpoint, the EOI and escrow analyses both from XXXX ( previous servicer that shows them paying my insurance company ) and Shellpoint escrow analysis along with monthly billing statements and payment history.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 44112
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. I have an interest only loan and the servicer is Shellpoint Mortgage Servicing. This month my statement had a charge for principal. 2. I called them but they refuse to acknowledge that the loan is interest only. 3.Last Friday I forward to them a Shellpoint letter date XX/XX/2018 that shows no principal payments are due on my loan. 4. I called Shellpoint at XXXX XXXX XXXX today and my call was disconnected there times.
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 10708
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was sold from XXXX XXXX company to NewRez about 1-2 months ago. I was set up for automatic payments with XXXX, which was set up automatically with NewRez. We closed on our property ( which is a new build condo ) last year in XX/XX/XXXX. XXXX XXXX had all of my correct property tax information, and they had me set up with a mortgage payment of {$2200.00} which included principal with taxes & insurance escrowed. The total taxes on the home are {$1800.00} per year. I still don't know exactly how, but NewRez received property tax info that stated my homes property taxes were a little over {$36000.00} per year. After I had made 2 regular mortgage payments of {$2200.00}, they updated my online info to reflect the $ XXXX property tax bill ( without notifying me ), so my new mortgage payment came out to {$9000.00} to account for the $ XXXX required to pay the incorrect tax bill. I only noticed the new payment amount when I logged in to my NewRez online account on XX/XX/19. I noticed the new payment amount, and contacted NewRez right away. They gave me the information I needed, which was to contact the city and get the correct tax bill, which I did, and sent to them that same day on XX/XX/19. I logged in to my NewRez online account today, and see they have made a payment on my account for the {$9000.00}. I called them to see why they haven't adjusted it, and all she could tell me was that she saw I had submitted my property tax bill on XX/XX/19, and wasn't sure why it wasn't adjusted. That she would submit a new request today for a new escrow analysis, and that is all she can do for me. So now I am waiting for a response from NewRez, which she said I should receive in 24-48 hours. I'm submitting this complaint, because as a consumer, this isn't fair. My loan was sold without my consent, and the new mortgage company implemented a new payment that reflected a {$36000.00} tax bill when in fact it is only 1/20th that amount. I've been making all of my payments on time, didn't change anything on my end, and all of a sudden they're automatically taking a $ XXXX payment from me on a mortgage that should only be {$2200.00}. I'm also concerned for other consumers that may be getting increased escrow payments, even minimal increases, and go ahead and accept them not knowing it could be incorrect.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 80238
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A