Date Received: 2023-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called NewRez to recast my mortage on XX/XX/XXXX. They debited {$250.00} from my account for the fee and said I would receive a letter to sign and return, and that the recast would take affect in XXXX. I never received any document. I called them on XX/XX/17 to find out what had happened. I was put on hold for XXXX minutes. At the end I was told that they had sent the document and I magically hadn't received it, despite them for some reason sending XXXX statements per month about my due date. I asked the operator to be emailed the form immediately, and was put on hold another XXXX minutes. At the end of this I was told that their " email system was down '' and that I could call back in XXXX hours. I told her that this was unacceptable and asked to speak to a supervisor. After being on hold another XXXX minutes, the supervisor joined and reiterated that the " email system was down ''. I told her to send me the form in the morning and that I would be submitting a complaint with the CFPB.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/XXXX, I filed a CFPB Complaint XXXX. I filed also against XXXX XXXX XXXX XXXX, to the XXXX and to CFPB presently with OPEN Pending Case. This is Identity Theft and a Response came from Shellpoint related to CFPB Complaint ending XXXX. That required and requested and provided specific documents relating to IDENTITY THEFT and AFFIDAVITS to be notarized/by XXXX under oath and provide back. Those items are here Attached. The Affidavit of Non-Responsibility ; Signed XX/XX/XXXX Attached within this Complaint under oath. Affidavit : Identity Theft XX/XX/XXXX Signed under OATH with XXXX/Notary. And also required Maturity Date recorded : XXXX called due the Maturity Date XX/XX/XXXX. That this is recorded in the XXXX at XXXX XXXX XXXX And as such, the " Attorneys aiding IDENTITY Theft '' to further advance a Grand Theft of Real Property XXXX XXXX XXXX CA have misidentified, and RE-AGED a contract that is by binding provisions Section 22 of the 2006 Referenced Deed of Trust, " XXXX '' where this was already Time Barred, and Closed, and no debt is enforceable and any rights to Power of Sale were Abandoned as a result of recorded last due ; over ten years and Maturity DATE RECORDED is XX/XX/XXXX. That Attorneys are using and Transferring to new Attorneys to re-AGE false claims False Debt/and FALSE Laws by OMITTING facts ; OMITTING that no contractual right remains. XXXX aka XXXX XXXX already ADMITTED TO CFPB that this was prior Accelerated in XXXX, OMITTING that this was never decelerated and was Accelerated XX/XX/XXXX. XXXX XXXX XXXX admitted to the CFPB in XXXX that the debt was time barred. XXXX misidentified and used my IDENTITY to make false RE-AGING DEBT/and RE-AGING contracts that were CLOSED. There has been no Litigation tolling. That over 16 years ago the DEBT/and DEED WAS called Due. That " Attorneys '' are using False debt claimed due again/and that too was discharged XX/XX/XXXX. And another 8 years ran again. My Identity has been used for making up false claims and Attorneys are being used to AID and advance a Real Property theft by the false and contrary contracts being presented and changed to appear due again. I have no debt obligation and never reaffirmed. That this is a DEBT COLLECTION and is believed to be instigated by Attorneys AIDING GRAND THEFT and AGGRAVATED Identity Theft - using my Personal Information to transfer between " Attorneys '' XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; and XXXX : and other Attorneys EACH advance the Identity theft as described under State Civil Code 1798. and Penal Code 530.5 ; and under Federal laws '' 18 U.S.C . 1028. I am a victim of Identity Theft and have attached the documents for your review and investigation. I filed Police Report for IDENTITY THEFT ; " named Shellpoint '' as debt claimed owed, and identified and was informed this was a FEDERAL Homeland Security investigation. That here is attached those items requested by one of your Attorneys hired to " Respond '' and whom asked to provide and fill out the IDENTITY THEFT Affidavits. I have become a victim of such EXTREME TERRORIZING Identity Theft, and other strangers have been invading on me as well, and found guilty of Federal Crimes of using Fraudulent Documents recorded against the Real Property : XXXX XXXX. And then this pattern continues and repeats. I have been a victim far too long. My life is hijacked. I'm a XXXX to this FAKE Debt obligation and my property is being target of theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90740
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2023, at XXXX ; I called Shellpoint because I was unable to get into my escrow account. I wanted to know/help getting into my account to see where my money was being applied and what payments were coming up next so I would be sure that there was enough money in my escrow account. With my previous mortgage lenders I was ALWAYS able to view my escrow account ; however Shellpoint, will not allow me to have access to my account until XXXX. I was told by the representative that it wasn't possible until XXXX, and I would be sent a copy of my escrow account. First of all it's my ACCOUNT and my MONEY, I have the RIGHT to know where my money is going. The online account ONLY shows the amount that's currently in my escrow account! I HAVE BEEN DOWN THIS ROAD BEFORE WHEN MY ESCROW ACCOUNT HAD A SHORT FALL. I WANT TO BE ABLE TO SEE/WATCH MY ESCROW ACCOUNT WHENEVER I WANT TO!!
Company Response: Company believes the complaint is the result of a misunderstanding
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My loan with Shellpoint mortgage was under a forbearance program and at the end of the plan, the account was brought current. But now Shellpoint Mortgage is now reporting that the account was delinquent during the forbearance time. The property address is XXXX XXXX XXXX, XXXX, TX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XXXX of 2023 I received an email that my mortgage that was XXXX XXXX was being sold or transferred to a new mortgage company called Newrez. Subsequently on XX/XX/2023 ( exactly seven days before payment was due ) I received an email from Newrez stating that my XXXX XXXX loan was being transferring to them ( Newrez ). The email said that the effective date was XX/XX/2023 ( seven days ) and my loan activation date was XX/XX/2023. Newrez also provided a loan number. The email also stated that on XX/XX/2023 I would receive a detailed welcome letter along with due dates, information about my loan, and due dates. On XX/XX/2023 I did not receive any mailed written notification from Newrez. I still don't know how they obtained my email information. On XX/XX/2023, after receiving no additional information, including no mailed welcome package, no disclosures, no nothing from this new mortgage company, I called Newrez. I spoke with someone who stated that they were attempting to collect a debt. I informed them that the transfer of my loan was handled very poorly. I never received any mailed notification of the transfer from Newrez, I received no welcome package, and even the loan number in the original email was showing up as " not found '' when I tried to set up a new account on line. Frankly the transferring of this loan seems like fraud. I told the representative that I must have something in writing about my new account. I also asked why the welcome package had not been mailed out. He provided me with the excuse that they had a lot of accounts being transferred over and had fallen behind. It is now XX/XX/2023 and I still have not received any welcome package, disclosures about the loan, the amount transferred over, the interest rate to confirm that it is the same, or a payoff amount- which was also requested. This loan and payment is now 45 days past due, and I am concerned that on day 60 Newrez will report me as delinquent, even though they have not complied with any of the requirements for a loan being transferring. Each time I call them the representative just says I can pay online, but this does not guarantee that this is who I'm actually supposed to pay, or that this company is truly even responsible for servicing my loan. I received an XXXX statement at the end of XXXX, but this has been all I received. I need some immediate answers and help, because I don't want my credit messaged up by this being reported as past due or late. Are there federal guidelines that mortgage companies have to comply with that covers this?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60077
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had several issues since opening the account. They failed to pay our taxes when we first moved in and we were getting notices from the county telling us we had to pay a lot more than we would have had they paid it on time. They argued with me and told me they didn't have to pay the amount that I was given on my government tax bill. After over a month of arguing and calling almost everyday, they paid our county taxes. Then they decided to only pay half of our insurance last year. All of this is supposed to come out of our mortgage escrow. Now they are taking over {$500.00} more a month from our checking account because they have the anticipated insurance amount wrong. I have the bill it is {$1300.00} less than what they are saying. I have sent them this bill as requested. I have called. Nothing is being done to fix the issue. We have to call consistently and argue with them to get our money to be used for our taxes and insurance correctly. We almost didn't have insurance because of them. No one there seems to be concerned that they are taking {$500.00} more a month from us because they have " anticipated '' our insurance and likely our taxes incorrectly.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: KY
Zip: 400XX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Newrez LLC simply can not process my mortgage correctly. Per their automatic payment system, I can send in more money than required to satisfy the mortgage and the balance of the overpayment will go to principal. My current monthly payment is {$1400.00}. I am sending in biweekly payments of {$1900.00} with the express intent that the interest and escrow be paid with the balance going towards the principal. In the month of XXXX there were three withdrawals made totaling {$5700.00}. The interest was {$110.00} and the escrow was {$560.00} leaving {$5000.00} to be paid towards the principal. The last payment of {$1900.00} was left in a " Unapplied Payment '' status so I started a chat session with a customer service rep that said she was going to apply it towards the account. A few days later I checked my account payment history and there are a series of bizarre and bewildering transactions that make little sense to me, and it ends up with the principal balance being incorrect. The balance of the mortgage at the beginning of the month was {$53000.00} so after paying {$5000.00} towards the principal, the current principal balance should be {$47000.00}, but they have it at {$48000.00}. They claim that they have up to 30 days to respond to inquiries which is completely unacceptable to me when I'm discussing something as important as my mortgage and would like to find a better solution to pay off my mortgage ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14043
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Shellpoint Mortgage Servicing has placed lenders placed insurance on my account, I have sent them a copy of my insurance 6 times now as well as called and walked them through this multiple times. They keep issuing partial refunds and raising my payment for lenders placed insurance. I have contacted them numerous times. They have been holding in excess of XXXX dollars of my money now for 90 plus days without returning it
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92064
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My current mortgage account with NewRez/Shellpoint ( Account # XXXX ) is not reporting my account as current as of to date. The last date it is reporting is XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX sold my mortgage to New Rez LLC. on XX/XX/XXXX. XXXX XXXX refuses to send a letter of acceptance and a statement on my mortgage which is due on XX/XX/XXXX. When I called them to inquire on a letter and statement they just reply that my post man is a thief and he stealing the statements. Never had any issues with the XXXX man in 18 years. I never missed a payment or was late with a payment. I believe that this company wants me to miss payments because their main income stream is a debt collection agency.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A