Date Received: 2023-08-31
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/2023, I mailed my loss draft ( {$41000.00} with all supporting documents ) in overnight mail, and it was received by NewRez XX/XX/2023, at XXXXXXXX XXXX. I called XX/XX/2023, and was advised it was received XX/XX/2023 ( even though I have record it was received on the XXXX. At that time, I was advised it takes 6-8 days to process and get a payment sent to me. I called again on XX/XX/2023, to check the status of the payment being issued to me. I was again advised I needed to give the company 6-8 business days to review and complete. I called again on XX/XX/2023, which was the ninth business day. I was advised the check hadnt been sent out to me yet, even though it showed it had been deposited by your company on XX/XX/2023. I now was advised it takes 8-10 business days for approval and to authorize payment. At this time, I decided I was going to refinance and go to another company, even though I had a 3.325 % APR. I had over {$50000.00} damage on my house due to a hailstorm and I couldnt pay the 50 % down payment all the contractors want to start repairs. On XX/XX/2023, I spoke with Supervisor XXXX XXXX in the Loss Draft department. She had advised me the payment had been approved, but it takes 2-3 days to process. She reassured me they would send the payment in the 2-day tracking return envelope I paid for so I could see when it was sent out and track it. On XX/XX/2023, I hadnt seen any activity on my return envelope, so I called in again and spoke with XXXX in Loss Draft department. She initially said it had XXXX had advised me two days ago. She put me on hold and came back with an attitude saying, youre going to have to wait for the processing which takes 8-10 days. I admit I became very angry and demanded a supervisor and she transferred me to XXXX. XXXX advised me there was an error in moving the funds and he would guarantee the funds would be sent out within 24-48 hours in my return tracking envelope. He also guaranteed me he would call me if there were any issues. I called almost everyday the week on XX/XX/2023, getting nowhere. On XX/XX/2023, my refinance funded and NewRez was paid off. When I called that day, I was advised everything was sent over to customer service. When I asked why because it was supposed to be sent to me, I was advised that was the process. I was advised again I needed to wait 6-8 business days for everything to get to where it needs to be, and the check would be processed. I called on XX/XX/2023, and spoke with XXXX XXXX in customer service. He stated that {$40000.00} was sent to us through XXXX. I explained Newrez didnt have our XXXX information or authorization to do that ( he agreed ). NOTHING had been deposited into our account. XXXX asked me to give him 48 hours and he would investigate what happened with the payment as he agreed it shouldnt have been sent by XXXX. I called him back on XX/XX/2023, and XXXX advised he didnt have any answers. I explained to him I wanted answers by end of day XX/XX/2023, or I would be emailing the XXXX team. I emailed the XXXX team end of day XX/XX/2023. On XX/XX/2023, XXXX XXXX called me at XXXXXXXX XXXX ( Central Time ) and advised the Loss Draft Department mailed the payment, {$41000.00} and used my 2-day tracking return envelope yesterday ( on XX/XX/2023 ). I advised XXXX I had checked the tracking number in the morning and there was no update. I advised XXXX I would check again when I got to my computer. I checked my computer and the tracking number and there was no action with anything being mailed. I attempted to contact XXXX XXXX again to advised and was advised he was not in. I requested to leave a voice mail message and left a detailed message with what I'm seeing on the tracking. This is an unreasonable amount of time for NewRez, LLC to return my insurance claim payment to me so I can start repairs on my house. I can understand 6-8 business days from the time they initially received my documents but not this long. I have spent well over 20 hours having to follow up on this matter and been placed on hold, I've loss the production of my solar panel due to the hail storm that damaged them and should be consider interest for them holding my payment.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75028
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I use bill pay through my XXXX XXXX online bank account and three of my recent payments to Shellpoint Mortgage Servicing have mysteriously taken 18 days to arrive and are " late ''. There is absolutely no way the payments have taken 18 days to get from California to Ohio. XXXX XXXX bank sends the check for my three mortgages, and the other two arrive within four days. All three times, the Shellpoint mortgage shows clearance after one week. The last one I made for my XXXX payment, I purposely sent on XX/XX/2023. It appears that they receive the checks and cash them after the due date in order to collect late payments. Each time, after the XXXX of the month, I have received a letter in the mail claiming that my payment is delinquent and that they tried numerous times to contact me. Nobody ever tried once to contact me. I run multiple businesses and take all calls, even if it says potential spam on my phone. Therefore, I know with 100 % certainty that they never tried to contact me for my " late '' payment that they received but instead, stalled on cashing the checks. Each time I have had to call and beg to get the fee waived.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95062
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I contacted Newrez- Shellpoint that says it's a debt collector. I received a letter from Newrez-Shellpoint saying I need to start paying my mortgage on XXXX XXXX they put XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX on my credit report. I contacted the credit bureau and the credit bureau say it was correct.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30017
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I was granted a Loan Modification from XXXX XXXX. I was making trial payments with XXXX XXXX but then they sold my loan to Shellpoint Mortgage Servicing. I started making payment with them while I was waiting for the Loan Modification documents to be sent to me with what my final payment per month would be. When I received the loan modification documents to be signed I noticed my ex-husband 's name on them. I reached out to Shellpoint and they advised me that his name was on my deed. Part of our divorce was that he was to do a Quick Claim Deed which he did not do. I reached out to him and he was not being very helpful trying to fix this problem. In the meantime I was reaching out to my case worker letter her know of my issue. The communication with this company is horrible. I at times would not get a call back or email for weeks. Per Shellpoint the Modification lapse due to me not sending back the signed documents. I tried to reach out to them many times to let them know of the issue and I was working on fixing it. I reach an agreement with my ex husband that he would sign the Modification document and we would work on getting his name taking off the deed. That was not good enough for them they said it was too late and that modification is void. I asked if I can apply for another modification with them and they agreed. I asked if I could include my new husband income and they said yes. I had a company that they arranged to come into my home to do a market analysis. After many attempts sending them all the documents needed at some times sending them more than once they told me it was denied due to debt income ratio which did not make sense to me because XXXX XXXX granted me a modification with just my income. I was told that my house has an auction date of XX/XX/2023. I begged them to work with me and they were very difficult and at times not returning my calls or emails. I went to the auction and I was the only person there. There was a man on his phone that was given the property information to and when I heard my address I asked if bidding was happening for my address. The man looked at me up and down and asked if I was bidding. I asked what the bidding amount was and he said {$350000.00}. which I thought was odd because that is not what I owed. I told him that I was the homeowner and I wanted to see how this process was. They seemed surprised that I was there and noticed again that I was the only one there. The auction was not made public in any of the local papers Town Hall did not even know an auction was taken place. It was only located on XXXX I called Shellpoint the next day hoping to work something out since it did not sell and they told me it was XXXX and someone will be reaching out to me. I feel that they have something going on with these XXXX I feel like something shady is going on. The XXXX that reached out to me is from a different state. He had one of his agents go to my house and spoke to my 15 year old step son telling him to put his number in his phone and have his parents contact him. He did not even have a business card and why are you speaking with a child regarding this matter. I made contact with the XXXX who told me Shellpoint was offering me {$5000.00} to 30 days to leave my house as a " Keys for Cash '' deal. I told him no. He wanted to know what I wanted and I told him my modification with XXXX XXXX be honored I also told him {$20000.00} and 45 days so I can get my house packed and be able to move somewhere else. I have not heard back and that conversation was on XX/XX/2023. I have also filed a complaint with the XXXX XXXX XXXX I would just like to have the modification that XXXX XXXX offered.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I wrote the company and have called them and the company who handled my partial claim. My loan has since been transferred and they have no history and documentation. They asked me to send a letter to loan servicing and they have 7 business days to get back to me and then another 30 to investigate. I asked for the below letter. I need this letter in a timely process. I am applying for a loan and a refinance and the mismanagement from Newrez and XXXX XXXX is really terrible. -I applied for loss mitigation at the end of my covid forbearance. I was approved for a standalone partial claim and XXXX said they were sending it out and I need to sign and send it back. XXXX sent the document to the wrong address and I never received it, so they stated the foreclosure process. -I immediately contacted them when I received the foreclosure letter and they assured me that everything would be fine butt that I needed to sign the SECOND standalone partial claim and get it back to them. I did and my loan was made current and foreclosure cancelled. -I am now applying for a new loan and they are refusing to lend to me until I get a letter below stating that XXXX made this mistake, and they refuse to give me this letter or admit fault. XXXX has refused to give me documents, refused to let me speak to supervisors, -One person in loss mitigation at XXXX named XXXX refused to let me speak to a supervisor, wouldn't let me wait for a supervisor, and told me it was all my fault and I had no protections that would not be giving me a letter. -I made multiple attempts to contact supervisors. They were always busy or no one can find them. They bullied me in to not waiting. Consumers have to have a better access to historical timelines and a better path to resolution on all of the clearly mishandled covid 19 forbearance and partial claims. These lenders were paid to offer us these programs, and by no means should consumers have to suffer because a lender poor handled the communication process. It is unacceptable. THIS IS MY LAST EMAIL AND REQUEST TO MY LENDER. If I don't get this I will be forced to pay more money or delay purchasing and refinancing until time has fixed XXXX mistake. It is not right for people to be treated this way. I am following up on my request below. I need a letter from Newrez or XXXX stating the below information by the end of the week. I have updated the request based on the documents I have been able to extract from my multiple calls to Newrez and XXXX. I have also filed a complaint with the CFPB about the mishandling of this process, the lack of historical information in the transfer of my loan, and your refusal to assist your customer. If I don't receive this letter by tomorrow XX/XX/XXXX this will cause additional damages on my end and have spoken to an attorney who says this is not uncommon and we will be seeking next steps in the legal process. " ________ was in a Covid Forbearance and at the end of that forbearance she applied for loss mitigation and was approved for a covid 19 partial claim. We sent the partial claim to the wrong address and the delay getting the documents back, that she never received, triggered the pre foreclosure process. This was an error on our end. She received, and signed the standalone partial claim and her account was brought to good standing. Any delinquent payments reported from the end of XXXX through when she started paying regular payments on XX/XX/XXXX were for her forbearance and should be reported as current on her credit report. ''
Company Response:
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: I have consistently been charged incorrect late payments despite having my bank fully set up. I tried multiple times to set up automatic payments with Shellpoint mortgage. I have even sent over an IT ticket when these did not go through due to system errors on their end. I did however receive confirmation that they were set up correctly via their website. While traveling internationally, I did not have access to my phone so could not log into their system when they emailed and said I had a late payment that needed to be completed ( despite setting up the automatic payments ). I called and tried to resolve the issue but was told they would not waive the late fee. I was told on the call I needed 6 months of clean payments to have automatic payments which I was never told before and which their website did not say. During the call, the supervisor cancelled my recurring payments which I have an email of and proves that they exist. I have now paid for {$500.00} worth of late payments and now am charged an additional {$200.00}. While working with multiple financial institutions this is by far the worst interaction I have ever had. I also frequently can not even log into their website which makes this issue even more difficult ( screenshot example included as I am submitting this ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: " NewRez '' took over my loan from " XXXX XXXX '' effective XX/XX/XXXX with 2 weeks notice. I had already scheduled my XX/XX/XXXX payment. XXXX XXXX transferred my account minus the XXXX payment that doesn't clear my little local bank until the XXXX. They showed that I was a month late. Subsequently, with other correspondence the verified that they received and credited this payment to my XXXX payment due. Currently, they are trying to show TWO DIFFERENT DUE DATES : their " CONTRACTURAL '' DUE DATE AND THE STATEMENT DUE DATE. This is not right. I am current on all payments even though I went through a XXXX XXXX Bankruptcy. It was discharged in XXXX, 2023 as stated by the letter of XX/XX/XXXX from NewRez. At that time the Trustee stated emphatically that all due amounts ( including those certified as paid by " XXXX XXXX '' ) were current. It is my belief that with NewRez trying to show that new ( unwilling ) customers are paying a month behind that in the end of the term homeowners will end up making an extra payment on their loans. You can not be current and then suddenly a month behind.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 764XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: On XX/XX/XXXX, I, XXXX XXXX, submitted forms via email and physical mail requesting our PMI be removed by the mortgage company on account of having the required amount of equity to remove the PMI. The mortgage company replied by demanding they assess the property value with an XXXX of THEIR choice. While researching the legality of this, they sent a second letter denying our request, roughly in line with the same time that our property taxes increased to an impossible amount and XXXX XXXX assessor deemed our property had increased by over 68 %. We purchased the home for {$260000.00} with a {$20000.00} down payment in XXXX and currently owe XXXX but the assessor deemed the property {$380000.00} this year. It was especially disheartening to get the rejection contesting my property taxes the same day as the mortgage company denied removing PMI, and now I'm faced with being forced to sell my house because my expenses so drastically exceed my income. I have XXXX children and my wife works in XXXX, but due to inflation, our mortgage company committing PMI fraud against us, and XXXX XXXX assessor ballooning our taxes, I have to take my family and go rent. This is the American dream?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Shellpoint received the loan on XXXX XXXX from XXXX XXXX. Prior to XXXX XXXX the loan was owned by XXXX XXXX XXXX. during this time I requested and excercised my rights for escrow removal. On XX/XX/XXXX, XXXX XXXX granted my request. There was a double pay of insurance and I made an agreement to repay the monies by paying an additional payments of XXXX per month including my monthly payments to XXXX XXXX XXXX. XX/XX/XXXX, XXXXI filed a complaint with Shellpoint escrow departmen about this matter. The complaint # XXXX was created for to address this matter. All documents were sent and Shellpoint is noncompliant. There is NO escrow and I have been paying my own property insurance and taxes. Shellpoint is attempting to use bullying tactics which they have a reputation on forcing escrow and violating a borrower 's rights to which the borrowers has enough equity in their homes with no PMI such as myself to raise their monthly payments. Shellpoint stated that a modification was done in XXXX that is the reason why there is an escrow. That is false information and that modification holds no merit because of 3 factors 1.The modifcation was created under loan # XXXX, 2. the loan was sold back to XXXX XXXX XXXX were I was granted removal of escrow., 3. the loan was sold back to XXXX which there was a new loan # XXXX which voided out any modification from previous loan # XXXX and payments remained {$710.00}. Furthermoe loan number XXXX modification does not state that it was mandatory to hold an escrow. XXXX XXXX did not tell the truth, I was granted from XXXX XXXX. for removal of escrow account. I will be receiving the XX/XX/XXXX letter, proving that XXXX XXXX granted my request for escrow removal. Also the XXXX XX/XX/XXXX letter can be found in the loan documents that Shellpoint has in their possession.This agreement was in place a year before Shellpoint received this loan. This loan does not need an escrow analysis due to there is no escrow account. a In closing attached to this complaint, is evidence showing XXXX XXXX 2 different loan numbers when the loan was held by them. I also filed a complaint with FTC about this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33556
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I lost my job XX/XX/27 immediately called mortgage company they put me a short term forbearance. Then right before like they told me two weeks before my forbearance was going to end i called to ask for an extension as i still was nothing working. I sent everything i needed too never heard of any lapse. Everything I was told to do I did timely. All of a sudden i look at XXXX XXXX and my score dropped XXXX points due to no fault of my own. My mortgage doesnt kick in until XXXX which i am trying to get a modification but they ignore me. I have left messages for a supervisor to call me i get nothing They are reporting me five months past due I AM ON FORBEARANCE I would like all this removed from my report as this is false, my account has been flipped through so many agents every two weeks its crazy when i submit paperwork then all of a sudden i get a letter your new point of contact. not one letter saying i am past due just they you are on a short term forbearance or an extension was granted
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A