Date Received: 2023-09-20
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: Value of the property is XXXX and the loan value is XXXX, I am beyond 30 % of current value of the property. I sent them XXXX $ to perform the appraisal and instead they took my check to they stated that they refunded me ; all this without notifying me. They only notified me about the LTV ratio being to high, there is no way of knowing the LTV without the appraisal taking place. I had my own appraisal performed and the property appraised for XXXX. They do not want to remove the PMI and this has been going on for over 6 months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33772
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: My mortgage that was previously held by XXXX XXXX since 2017 has been sold to Newrez about 3 months ago. I am a senior citizen that receives my Social Security check on the XXXX Wednesday of the month. Because of this uncontrollable situation XXXX XXXX extended my grace period to the XXXX of the month to avoid monthly late fees and keep my credit rating in good standing. Newrez refuses to honor this part of my loan. XXXX XXXX sent me a letter stating these terms of which I forwarded this letter to Newrez. They admit receiving the letter but refuse to honor those terms of my loan. Why am I stuck with a company that I never asked for or agreed to? What recourse do I have? Please help me as I can not afford late fees each month. I have always paid my mortgage monthly and never missed a payment. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46323
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I filed a complaint in XXXX. They sent me an analysis in XXXX saying that they will refund around {$800.00} for my mortgage insurance they charged me. They refunded the amount but then took it back. My analysis also showed my mortgage payment of {$1200.00} for XXXX, {$1400.00} for XXXX, then when I recently paid for my mortgage for XXXX my payment went up to {$1800.00}. I asked for an explanation and they said they sent me an analysis but I never received it. I sent another message requesting to be sent to me via email so I can look at it asap and have not received a response. I also never received a response to why my refund for my insurance was reversed. It takes them a very long time to respond and keep changing the analysis every single month. I never had this issue with my payments fluctuating and why they keep messing up my escrow. After my first complaint with tue CFBP they said they were going to refund me, which they did, then when the complaint closed, they took the money back.
Company Response: Company believes the complaint is the result of a misunderstanding
State: CA
Zip: 95112
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I have a loan with NewRez, who bought it from XXXX XXXX XXXXXXXX. XXXX ID XXXX. Over the past 10 months NewRez has failed to send me a bill or sent that bill late 5 times. I paid the XXXX bill with a check dated XXXX XXXX, NewRez did not cash that check until XX/XX/2023. Apparently that prevents their computerized system from sending out the next bill, We never received a XXXX bill, and only received the XXXX bill, due XX/XX/XXXX, on XX/XX/XXXX. This appears to be a systematic pattern intended to garner late fees and bully mortgage holders into electronic payment, When XXXX informed us that we had missed a payment, we sent the XXXX and XXXX payment immediately. It cleared our bank on XX/XX/XXXX -- less than 30 days after the due date for the XXXX bill that was never sent. NewRez has refused to rescind the penalty and has filed an adverse credit report. This appears to be a systematic process to increase profits.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: New loan servicer on a ten year old loan. Does not mail me the bill. Website is malfunctioning and will not let me register. The servicer is not letting me pay my bill! It's baffling.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10301
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX Subject : Complaint against NewRez for Mishandling of Escrow Payments during XXXX Forbearance Period Dear Sir/Madam, I am writing to file a formal complaint against my mortgage servicer, NewRez, for their failure to accurately process my escrow payments during my XXXX forbearance period as per XXXX XXXX 's guidelines. I was granted forbearance due to financial hardship caused by the XXXX pandemic, effective XX/XX/XXXX to XX/XX/XXXX. I recently discovered that NewRez failed to advance the full amount of my escrow payments, which has led to discrepancies in my account. This has not only impacted my financial standing but also puts me at risk of additional fees, penalties, and other possible repercussions including issues with my credit report. Specifically, I request that the full amount of escrow that was supposed to be advanced during my forbearance period be added to my XXXX deferral balance, in accordance with XXXX XXXX guidelines . Failure to rectify this issue is in direct violation of the terms and conditions set forth by XXXX XXXX, and I demand immediate corrective action. I kindly request the CFPB to investigate this matter thoroughly and ensure that NewRez complies with XXXX XXXX 's guidelines regarding the handling of escrow payments during XXXX forbearance periods. Thank you for your time and attention to this serious matter. I look forward to your prompt action to resolve this issue. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76021
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX XXXX : I changed my email address online at newrez.com and have had no account access since then. XXXX XXXX, XXXX : I called in and was told they would submit a ticket. I should wait one month. -XXXX XXXX, XXXX : I again called in. Told to wait 24 hours this time. -XXXX XXXX, XXXX : Third time I called in. Spoke to XXXX and then a lady supervisor. Supervisor said they should have been able to delink the email when I originally called in. She can see the two tickets from XX/XX/XXXX & XX/XX/XXXX but they are still pending. No notes have been added, so they havent yet been worked on. Told there is no way to speak to the IT department. I just have to wait. I should receive an email when the process has been completed. -Today, XX/XX/XXXX : Fourth time calling. Still getting all the same error messages : Unable to Sign In, Good News, It Looks Like You Already Have an Account etc. XXXX XXXX was unable to get me any further. When I try to create a new account, it will say Good News, You Already Have An Account. When I try to reset the password, I receive an email to my old email address that says Password Reset Request Denied... At this time your password can only be reset by an administrator because you are currently locked out of your account. This email tells me to call the same XXXX number for help. I've been calling now for 7 months and still have NO ONLINE ACCOUNT ACCESS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85382
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Trouble during payment process
Subissue: Lien release
Consumer Complaint: I have reached out to Shellpoint mortgage service, and now Newrez, XXXX times to resolve a simple mistake the mortgage company made when creating my loan. The loan added a parcel that was not to be in the loan. Multiple agents at Shellpoint confirmed it was an error and even told me they would resolve it. After several months and endless attempts with multiple people and divisions, no one ever did anything to actually resolve this matter. I have to now pay off the loan, pay pre payment penalties, and get a higher interest rate of about 3 % just so I can release the lien on my property that this loan was not suppose to be on. I have every bit of evidence and hired a firm to write the letter so all they had to do was sign the release. Unfortunately they never did and left me in a major financial hardship and endless stress and time wasted that I will never get back. This is the worse and most unprofessional experience Ive had to date with a company in my XXXX years on this earth.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Shellpoint/New Rez mortgage company continues to either not apply payments or apply payments late in order to extract additional fees to homeowners. I went to XXXX of South Carolina and it was indicated that information was not applied properly and Shellpoint/New Rez updated their records, just to later say they made a mistake. This is an ongoing issue that needs serious attention and a forensic audit needs to had at the highest level. In XXXX ( document attached ) there was a surplus overage resulting in the payment going back to {$1200.00} however the account is never credited on time. Fees for insurance regarding HOA was accruing after documents had been for over a year and it was not until the information was supplied to XXXX of South Carolina did they update the records however then they did an about course again. They are not mortgage company that should be operating in any community as it appears the personnel working at this institution is not capable of properly crediting accounts in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60559
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Changes in loan terms during the application process
Consumer Complaint: Notice of cause to action I sent aeeter to this company on XX/XX/XXXX and the XXXX i hope it reach you to help with the reason for my ongoing dispute. It is a notarized certified mail package and letter that is being delivered to you. Notice of a ten day including weekends and holidays for me to receive a fully investigation for an answer. A no response at the ten day mark will be viewed as a no response and I will be filing a no rebuttle next.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 270XX
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A