Date Received: 2023-08-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband and I filed for XXXX XXXX on XX/XX/XXXX. My mortgage company, NewRez LLC, was not a part of the filing ( I would continue to make my monthly mortgage payments directly to them outside of the XXXX XXXXXXXX bankruptcy ). My attorneys also submitted a Consent ( via fax on XX/XX/XXXX ) to have NewRez continue sending me my monthly payment statements, which NewRez consented to. I did receive both my XXXX and XXXX statements and made those monthly payments accordingly. As of today, XX/XX/XXXX, I had not received my XXXX statement ( payment due on XX/XX/XXXX ), nor was a copy of the statement showing on my online account whereas I could print a copy off and submit payment ). So I contacted NewRez this morning and was first told that by their CSR " XXXX '' that he did the system indicated that my XXXX statement was mailed on XX/XX/XXXX. I informed him that my online account is not showing a XXXX payment is even due ( next payment due per the system is due by XX/XX/XXXX in the amount of {$350.00}, which is the " attorney fees '' that NewRez LLC is attempting to collect regarding my XXXX XXXX filing even though they are not a direct party/creditor to the filing ), and asked him why my next payment would not " correctly '' be showing due as of XX/XX/XXXX. He then attempted to connect me with the bankruptcy department but indicated they were not answering. I then initiated a " chat session '' with XXXX XXXX, who stated that they had " no record '' of a XXXX invoice being generated for my account and that they would file a complaint regarding same. I then tried reaching the bankruptcy again ( there is no direct # ; you have to be transferred by the customer service dept ). I am also lodging a complaint regarding the " amount '' of my XXXX payment made ( and received by NewRez on XX/XX/XXXX per my online account ) ; the amount NewRez has me having paid is {$2800.00}. The amount of my XXXX mortgage payment ( and every payment I have made to NewRez since the inception of this mortgage loan ) was {$2500.00} ( copy of cancelled check is attached ). The amount listed by NewRez of what I paid is false. Regarding my escrow account. NewRez conducted an escrow analysis dated XX/XX/XXXX ( copy attached ) which they also attached to a recently filed Proof of Claim. The amount in my escrow as of that date ( and also reflected on my XXXX statement ) was {$5500.00}. Since the XX/XX/XXXX analysis was done, I have made both my XXXX and XXXX mortgage payments ( a copy of both statements is attached showing a breakdown of my monthly payment ), of which the escrow amount deducted from each monthly payment has and is {$1000.00} each, for a total of {$2000.00}, which, coupled with my existing escrow amount of {$5500.00} as of the date of the XX/XX/XXXX analysis, should as of today, XX/XX/XXXX, reflect a total escrow amount of XXXX. However, per the attached snapshot of my online account as of today, NewRez LLC is showing my escrow balance as being only XXXX, and a " unapplied funds balance '' of {$2100.00}, which, even if the unapplied funds balance was added to the escrow balance that NewRez is showing, still only equals {$5900.00}. Because NewRez LLC has yet to send me my XXXX mortgage statement, and because my XXXX statement is not available for me to print out ( see attached snapshot of the monthly online statements which only go through XX/XX/XXXX ), I am unable to ascertain a breakdown of my XXXX payment ( which would be reflected on the XXXX statement ). I do note that per my online account, beginning with my XX/XX/XXXX payment, that my monthly mortgage payment will be decreasing from {$2400.00} to {$2300.00} a month ( a decrease of {$97.00} per month ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60411
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had XXXX in XX/XX/XXXX and was out of work and asked for COVID forbearance with New Rez mortgage for XX/XX/XXXX and XX/XX/XXXX, this was approved, and the forbearance issued was for six months. I was able to resume my regular monthly payment in XX/XX/XXXX. In XXXX of XXXX, I was working with XXXX XXXX from New Rez/Shellpoint to make a mortgage loan modification as I was unable to pay the full 2 months of payment that were in forbearance at once related to a lack of income during my XXXX. I sent her all the information requested, asked if there was any other information she needed, and also asked for a callback. I have left messages with no return calls. I did not receive any further requests via email or phone from XXXX XXXX, assuming New RezXXXX XXXX had all the information needed to get the forbearance modification completed. I now have late reporting on my credit report starting in XXXX until now. I had excellent credit prior to this unfortunate illness and forbearance. If my loan modification was denied or other information was needed, I was not provided with this information or given other options to pay this forbearance amount back. Now, my credit is poor as a result of the lack of communication with New Rez/XXXX XXXX XXXX I have requested that New Rez addresses the credit reporting concerns, and asked how to resolve the forbearance amount, and again am not getting a response, I have emailed and called. I would have to take a loan out to resolve this amount if I had known the modification was rejected, as by no means did, I have control over COVID and again I was not provided with any information. Please help me resolve the issues with the past due amount showing from the forbearance and correct my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14424
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage loan problem started on XX/XX/XXXX, with a CARES Act Forbearance Plan granted by our Lender, New ReZ / Shellpoint Mortgage Servicing. The Forbearance Plan dates were XX/XX/XXXX thru XX/XX/XXXX. We are both seniors with a VA mortgage and returned to work after Covid-19 was somewhat under control. On XX/XX/XXXX, we paid our Forbearance Plan Balance of {$26000.00} in full. Shellpoint received our payoff on XX/XX/XXXX. We received a letter from Shellpoint stating our account was current and regular payment would be due XX/XX/XXXX. We were not credited for the Forbearance payoff on our Tax Form # 1098. Shellpoint was often notified by email and phone that the {$26000.00} was outstanding. We applied with several other mortgage companies to refinance and found that New Rez / Shellpoint had filed a 30-day late pay payment with the credit bureau XXXX With the refinance we got in XX/XX/XXXX, the {$26000.00} was included in the payoff. The unjust amount is still paid each month,
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XXXX XXXX XXXX I have closed on the property located in XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as of the date submitting this complaint the account still shows open in my credit file. The mortgage has been paid off, and the property is no longer under my mane in the county where the property is located. Over 45 days later XX/XX/2023, I have emailed XXXX XXXX, XXXX from Shellpoint in order to update the account on my credit file, as of today date no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My identity has been stolen from hackers that XXXXNew Rez continue to put on me where they are now committing fraud by applying for loans against home or home loans in my name. I am getting messages like attached to email inbox that I did not do anything to trigger. I am homeless living in a homeless shelter. No job. I have no income to even qualify for a loan. In no way, shape, or form do I have any plan to apply in the near, present, and far future, for any type of loan. This is fraud being committed where if loans actually go through can be traced to where funds go and will not lead to me since I'm penniless and do not even have a debit account for anything to get deposited to. Please do not allow this fraud to be committed on me or the institution that has already done so much to me that i now have to now worry about fraudulent loans being allowed to be taken out in my name at New Rez now as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2023-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023 a tree fell on my house. 8 days later the adjustor for my insurance came out for damage estimate and gave me a check stating that they had to include my mortgage company as a payee, don't endorse the check, send it to Newrez for endorsement when they return it, I can then endorse and process the check to begin repairs. I immediately contacted Newrez customer service department. The agent that answered the phone didn't try to transfer me to any other department, insisted that I commit to a date that I would be making my next mortgage payment ( that wasn't due yet ), then gave me the address. I sent the unendorsed check by overnight mail on the XXXX of XXXX. They signed for it on the XXXX, and we didn't hear anything until the XXXX of XXXX, when my wife XXXX XXXX XXXX called. She navigated her way through a confusing automated menu, and finally got to the correct department, to be told that this was the 1st time that we called. Got a very brief walk through their process, told that we needed to fill out an owner 's affidavit and send in a copy of the adjustor 's report. We sent that paperwork XXXX on the XX/XX/XXXX ( signed for on XXXX ). We waited until the XXXX when again we called. I was told that they see the check, was there and the other paperwork was there, but not uploaded yet. Once the paperwork was uploaded they would decide how to proceed with processing the check.I waited until the XXXX hearing nothing I called back, being told they would be sending the check back to us for endorsement to send it back for an 8-10 day processing before initial payment was issued. Unsatisfied I went to my insurance office and the office manager called on my behalf. Now being told we also needed to send in a signed contractor 's estimate, and we are given a tracking number for the check being returned to us. XX/XX/XXXX not seeing any activity on the tracking number given ( that was created on the XXXX ) I called yet again, to be told that the check was sent out on the XXXX by standard mail. I then asked to speak with a supervisor. I then was told that the check was being sent out XXXX on the XXXX of the XXXX, and a return label was created and emailed to me, verified I received it, and stated I could either print the label myself or take it to a XXXX XXXX and send it back overnight. All this time, the only thing we've been able to do is have the tree removed and sit and wait as our roof continued to leak having to be tarped again, which caused more damage. Getting no answers as to why it was taking so long to get this processed for repairs to be made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63755
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received an email that my mortgage was purchased by NewRez less than one week before the end of the month of XXXX and that my XX/XX/XXXX payment should be to them but they provided no account number. My automatic payment was already going to my previous company due to the timing. When I received an account number five days after this due date, I emailed NewRez to find out about the transfer of the XX/XX/XXXX payment. A week later, I received an email stating that only {$1200.00} was wired over so it was not applied and I owe them the full {$2100.00} and would owe a stop payment NSF fee. The email stated I couldnt reply but could call. When I called on XX/XX/23, I was told that it shows a transfer of {$1200.00} and none of that applied. I was told to call XXXX XXXX instead. I immediately called and it was escalated in their system to a supervisor named XXXX. He stated it clearly wire transferred to NewRez the full {$2200.00} and had a confirmed wire transfer number. He offered to call NewRez with me and we conference called. After explaining to another new customer service person at NewRez the situation, I had to ask her to escalate the call. We were transferred to a XXXX XXXX who stated that my first call prompted the {$1200.00} transfer to apply but I was late on full payment. XXXX gave him full wire transfer confirmation number. XXXX did not look it up and just said somebody would look into it. XXXX refused to give me or XXXX his contact number and just told me to send a picture of my bank statement indicating I paid. On XX/XX/23, XXXX called me from XXXX XXXX to conference call again. We called NewRez and had to explain story again. I was out on hold only to have person come back and confirm what I had just said but nothing more. I asked for XXXX XXXX and was told it was impossible to get transferred directly. I asked how I would find out any resolution and was told to check online. I noted I was told via email I would be in default and XXXX from XXXX XXXX had to tell NewRez about the 60 day grace period for the mortgage servicing purchase. How can this company be in business without the capacity to read a dollar amount correctly or be bothered to look it up?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint did not acknowledge the legal document of Florida XXXX XXXX who was the loan holder of my loan. Attached is the legal document also with my response letter stating the loan is paidoff.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33556
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I initiated a loan assumption to remove and absolve my XXXX from the title, mortgage and all responsibility. The lender informed me that this process was a 30-90 process. I started this process on XX/XX/2023. I was informed this process would be completed on XX/XX/2023. To date this process has exceeded 130+ days, without any explanation or communication as to why? I have made multiple attempts to contact the lender and the department in charge. The VA has produced guidance and guidelines for the lender.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98270
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Shellpoint mortgage is a mortgage servicer that my mortgage was transferred to. They are mistreating me repeatedly while Im trying to save my home from foreclosure. The mortgage servicer failed to honor their promise to work with me on modifications for loans transferred from my prior servicer. They demanded payments before providing loss mitigation options, delayed decisions on any loss mitigation options, and harassed and threatened me now that Im overdue. I believe their delay of 9 months to respond to me, is due to waiting if I would be approved for XXXX. They are demanding 9 months of overdue payments, which is unfair considering I contacted. them for 1 missed payment. Because I missed 1 payment, they demanded 2 months plus fees ( an amount I could not afford ), the next month I called to pay. Ive let them know every month I can make a payment, but they refuse and fail to work with me, because I struggled for 1 month, by prioritizing collecting total overdue. payments instead. I DO NOT BELIEVE SHELLPOINT IS COMPLYING WITH THE LAW. I DO NOT BELIEVE FORWARDING THIS COMPLAINT WILL HELP ME, BECAUSE THEY HAVE RECEIVED ONE ALREADY. I DO BELIEVE THEY WILL RETALIATE AGAINST ME IF THIS IS FORWARDED TO THEM. I NEED CFPS TO LOOK INTO THE WAY THEY ARE TREATING ME AND POSSIBLY OTHERS, AND TO DO SOMETHING ABOUT IT. COMPARED TO OTHER CIVIL PENELTY CASES HANDLED BY CFPS, THE SAME VIOLATIONS, IF NOT WORSE, IS HAPPENING TO STRUGGLING BORROWERS WHO WANT TO SAVE THEIR HOMES AND WHO WANT TO MAKE THEIR PAYMENTS, AT SHELLPOINT MORTGAGE SERVICES.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A