Date Received: 2023-08-27
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: Exactly! More options and choices have opened up on this website or cfpb portal for me to choose or report when making a complaint to financial institutions or on my case mortgage companies for past transactions. I've seen this before but forgot. I won " this time. XXXX XXXX is using a service on me to limit my internet info that i see and communication where they alter info and what can be seen on the internet by the homeowner they are targeting. I describe as being or living in bubble of misinformation at all times. All public computers around you, all phones you can obtain, anywhere you can or could use the internet, they make sure to hack so they can filter/alter/change to their discretion to basically control the homeowner from exposing the fraud they know of that these mortgage companies are doing. Get me out of this bubble of misinformation and stoop controlling my internet information to fit your needs. I know how the CFPB is supposed to look when logging and filing a complaint! Ive known for some time now and the filtered version you had on me for so long aint it! I just didn't find value in reporting it sooner but will not stop reporting it now until you take it fully off! They have opened me up to identity theft where the fraud is still trying to be committed on me y getting me to give up my login info to credit websites like XXXX you see in snapshot attached. I seriously doubt that email address is legit. Also, see attached correspondence by IRS they sent to me. I don't recall inquiring about anything regarding last years taxes but that's mainly because i never filed them. Please tell me someone didn't commit more tax fraud on me by filing last years taxes for me to recognize the capital gain i need to recognize for the cancel debt of my home loan by New Rez. Yea, maybe if i was informed and it wasn't hidden from me until after XXXX. XXXX, the date i was evicted and thrown out of my home i come to find out i fully own, i might of actually made that inquiry with the IRS so wouldn't raise any red flags. But it does. And its because of the Tax Fraud that continues to be done on me. Also, see proof of homelessness i attached. Im homeless over here living in a shelter becaseu of the fraud XXXX XXXX did to me bu thats no the unbelievable part to this all i say. Its that all this time im claiming to be homeless, its actaully not true. Apparently, this whole time I owned the home! Homeless but I own a home. In full. Deed transfer and everything that if property taxs for last year that i owe ( when dont have a mortgage, theres no escrow takne out to pay prop taxes for you at end of yr ) arent paid soon, i stabd to lose it due to a tax foreclosure. Can you beleive that? This has to be cruel joke or some really messed up protocol done to homeowners they committed fraud on are destroyed and eventually disposed. XXXX but i own a home! Makes no sense! And wont form much longer since im being kept from getting a phone that could lead to getting a job that would afford me to pay property taxes i owe that could actaully help me retain my home. That I didnt even know all this time, i own!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: We have had a high interest mortgage for almost 5 years now through shell point mortgage and they use a third-party to collect payments. I pay half of the mortgage every two weeks from our personal checking and for the past XXXX XXXX XXXX Ive had to call them every few months and ask them to apply my payments correctly. Last year they had to reverse {$11000.00} in miss applied payments now when I call they say I am not making my minimum payment which is incorrect. They are charging me almost {$900.00} in late fees every month and I can not get anyone to help me reverse the payments. They also tell me its my fault because I go through my bank instead of through the third-party for my biweekly payments, there is record of me calling every few months, and yet I can not get help. Ive even asked for the third party information so I can make payments through them, but have not yet received anything. I believe this is more than poor customer service. This is an opportunity for them to scam us. In the past Ive paid {$1800.00} biweekly which they have misapplied but have been able to reverse now when I call they say Im not making my minimum payment and if I up my payment then it will automatically go towards my payment so I upped it to {$1900.00} And it is still not being applied correctly. By miss applied what I mean is rather than applying my payment towards my monthly payment they are applying my payment towards the principal, and again saying its my fault because I make a biweekly payment. There are more weeks in a year than there are payments, so if they are applying things correctly first and then applying overage to the principal, then I would be current in my monthly payment. I am beyond frustrated. I shouldnt have to be penalized because they use a third party who cant apply my payments right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84043
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: In XXXX, the XXXX XXXX XXXXXXXX made an error with the property taxes and caused our mortgage to increase. The XXXXXXXX XXXX XXXXXXXX reimbursed XXXX XXXX XXXX ( the mortgage company ) however, the account was not credited correctly. We continued to make monthly payments to XXXX XXXX XXXX until the end of XXXX, when our mortgage was sold to Shellpoint. From XX/XX/XXXX to XX/XX/XXXX, we made payments to Shellpoint, but they stopped accepting payment from XXXX and they are currently disputing that they received XXXX payment, although the funds were withdrawn from my account. The checks for XX/XX/XXXX through XX/XX/XXXX were uncashed and remains in my account. We retained the services of an attorney who was working with XXXX XXXX XXXX to address the issue and a few months later, the loan was sold to Shellpoint and an additional attorney fee was incurred. The attorney failed address the issue with Shellpoint. Instead, the attorney brought back an offer of a second mortgage from Shellpoint for approximately, {$30000.00}, that would close the issue without addressing the concerns of the error related to the payments that were made. The second mortgage would remain on the current loan and would be owed to Shellpoint should we decide to sell the property. This offer was refused. The homeowners contacted Shellpoint and they proposed a payment of {$25000.00} to address the outstanding balance and bring the account current or the property will go into foreclosure. They acknowledged that there is an error on the account that was not caused by the homeowners, however, they have not attempted to address the issue to show where the error occurred and make corrections. Instead, they placed the homeowners in financial and emotional hardship, discard the request to show where the error occurred and what took they steps to make the necessary corrections. There are late payment and bankruptcy charges the homeowners are being held responsible for, as well as negative credit reporting that has affective the homeowner credit scores.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07050
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: We were in the process of doing a short sale. Shellpoint placed an auction during the process. The property was demolished from the town and this was conveyed to the servicer. My realtor received an email that the investor was willing to do an exception and was approved at the purchase price {$75000.00} which is the land value and that was through email on XX/XX/2023. All parties were informed and the buyer ordered titled and everything so we can close as soon as the approval letter was provided. On XX/XX/2023 another email was received stating that investor denied the approval for failing to meet the required minimum proceeds. They provided the the comp on properties that were commercial property, larger acres and subdivided properties on a XXXX lot of land. We then submitted a value dispute that was never submitted or reviewed by Shellpoint. We tried everything to get this closed prior to the demolition as i don't need that extra cost on me as i can not afford to pay it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 106XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XX/XX/XXXX Insurance Claim Event occured. XXXX (? ) XXXX XXXX payout around $ XXXX was sent to me, however, unfortunately had to go through mortgage escrow. We followed all of the requirements asked of our mortgage and were able to get some of the funds release ( only about 50 % ). XX/XX/XXXX, the mortgage was sold from XXXX to Shellpoint. XX/XX/XXXX almost all repairs completed including about $ XXXX in flooring replacement. XX/XX/XXXX finally had final inspector pass us with XXXX for full funds release. XX/XX/XXXX, finally get out of Shellpoint that they will not accept inspection from XXXX and request new inspection. XX/XX/XXXX, inspector ( from MCS ) comes out without setting an appointment and XXXX contact with us, and inspection attempt fails due to not being able to get through neighborhood gate ( again no contact with me attempted. XX/XX/XXXX finally new inspector comes out from Shellpoint. XX/XX/XXXX, Shellpoint has 100 % passed inspection report. XX/XX/XXXX, Shellpoint refuses to release funds and wants a lein to happen first from the contractor ( XXXX XXXX- whom I highly recommend ) who hasn't been paid since completing amazing work on XX/XX/XXXX.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: I received a letter my loan was transferring from XXXX XXXX to New Rez. It stated the transfer date was XXXX, XXXX XXXX would stop accepting payments and the new servicer would start accepting payments. I did not receive any information about my new loan number. On XXXX I tried to contact New Rez to make a payment, and an automated message via their phone number stated they would not be accepting payments until XXXX. I also tried to login to their website on XXXX and was blocked, I needed my new loan number which was never provided to me. I had to call to get my loan number. I just received my welcome letter TODAY XX/XX/25 from Shellpoint/Newrez which has a " date '' of XXXX. There's no way this was mailed on XXXX. It finally has my loan number and information on how to make payments. I work for a mortgage servicer, this communication lag is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez LLC has placed lender-placed hazard insurance on my account as of XX/XX/23. I worked diligently to provide my insurance information to them over the last two months. I submitted the information via their website on XX/XX/XXXX. I called them and was told the issue would be taken care or I would be contacted informing me otherwise after putting them in contact with my insurance provider on XX/XX/XXXX. Not once have I received a confirmation or update as to what is wrong with my insurance documentation or whether or not the issue has been resolved other than the automated emails warning me about the impending lender-placed insurance. They openly admit to overcharging for the insurance in their documentation and charged me XXXX annually for the hazard insurance. I suspect being extremely negligent and allowing this insurance to be placed is part of their business model. I've had this same mortgage for many years and never had an issue until they sent me these warnings.
Company Response: Company believes complaint is the result of an isolated error
State: IL
Zip: 60441
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: [ a ] Our mortgage was sold to Newrez mortgage company for servicing. Beginning in XXXX of they began harassing us for not having condominium association insurance on our property and that they would purchase and bill us for insurance through their company. Their correspondence was unclear and we first sent our personal condo insurance binder. After talking we a rep at Newrez we realized they wanted another copy of the condo association binder. We faxed them that document on XXXX, XX/XX/XXXX. We also emailed a PDF of it. [ b ] We then then received notification that they were going to purchase condo association insurance because they didn't have a more current insurance binder. Perhaps an appropriate request but we never received a request until they threatened to purchase insurance on our behalf. We immediately sent them via email/PDF our binder. [ c ] We then received notice that Newrez lost the original previous expired binder and that we needed to provide a replacement copy or they would bill us for the prior year 's insurance. Note that this is a {>= $1,000,000} comprehensive insurance policy on 285 units. [ d ] We promptly sent them a copy of the old binder via email pdf. [ e ] We received written notice on XXXX, XXXX that all binders for coverages for our condo were in place and that there would be no further issue. We thought this matter was taken care of thanks entirely to our efforts. [ f ] But alas, today we received notification that we will owe {$7.00} for coverage that they will purchase for XX/XX/XXXX through XX/XX/XXXX because they don't have proof of coverage for that time period [ g ] Attached please find a pdf of our 2 binders for our coverage for : [ 1 ] XX/XX/XXXX through XX/XX/XXXX [ 2 ] XX/XX/XXXX through XX/XX/XXXX [ h ] Newrez has previously received both of these binders over the past months. I sent them the binder as well as the coverage detail. I will be scanning and resending via PDF both of the binders, yet again, to Newrez today with a cover letter asking for a written response that the matter has been resolved. [ i ] This seems like a scam to get people to purchase unnecessary insurance through a subsidiary of Newres. At the very least it is harassment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I've attempted to contact my mortgage company Shellpoint A division of NewRez for the last 6 months using the phone number provided to me by them, XXXX but it automatically disconnect me every time i've attempted to call them. it wasn't until I got the foreclosure notice that I was able to contact my original lender with their listed company name. XXXX XXXX XXXX which I was able to reach an agent of that company who themselves told me that the number provided by ShellPoint wasn't the correct number to contact them. The XXXX agent then provided me with the correct number to reach shell point at : XXXX and XXXX. I tried submitting an inquiry on their website about the correct contact information aswell but their website gave me a scripting error. When I finally spoke with an agent at shellpoint a division of newrez they told me I could contact them through the exact same number that automatically disconnects every time I called, and to make sure it wasn't just my phone service i've tried at least 5 other phones borrowed from friends and family, both mobile phones and land lines. They denied that the phone number doesn't work, so i requested a script of the recorded call. I gave them all of my updated contact information for their records which you can get from them as my phone number has changed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 458XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The complaint number XXXX has not been fully addressed. No correction was made to correct my credit score and their explanations are incomplete and border on outright lies. I was never late on the account and they were paid in full. I had a right to ask that the corporate fees I owed were correct and made payments on those fees for 2 months after which I paid them off but still received no additional response. I was given money back which proves I was right when I said I was being over charged.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 158XX
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A