Date Received: 2024-02-13
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: File attached for XXXX Proof of Mortgage overpayment. Timeline to present is explained. No resolution or even respond to my many inquiries have been addressed. I have only received letters demanding payment which was already completed. The Proof of Payment Document was sent via FAX to NewRez on XX/XX/2024. I called and verified it had been received. The Proof of Payment Document was sent XXXX to SHELLPOINT on XX/XX/2024. No fax number was provided. To date no action/ response has been taken by either NewRez Mortgage or SHELLPOINT Mortgaging Servicing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93436
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-14
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Shellpoint mortgage is discriminating against my wife and I based on our age. Ageism is very real. They have completely taken advantage of us and are also dual tracking.We are victims of elder abuse by Shellpoint.We submitted a file for a loan modification back in XXXX. We are now in XXXX and still do not have any resolution.Please see all attached emails every single week from our granddaughter.They would ask for new documents from us. Each week it was one thing they never gave us a full list. By the time we submitted what they were asking for, other documents were expiring. This was repetitive. Please see attached emails, confirming this statement. we are in our XXXX and are not in the best of health, and it is very obvious Shellpoint took advantage of us. They sold our house back in XXXX. Please see attached email where we advised them we had filed for bankruptcy and reported the bankruptcy case number. Please see attached from the attorney who advised that the house had sold and he notified all parties that it was an invalid sale due to the bankruptcy. It placed our file into limbo. Shellpoint refused to review our file until the property was rescinded. This perpetual review was closed out the day after my house was rescinded and they placed a new sale date immediately. They did not send a decline letter. They did not give me the opportunity to appeal. This was their mistake. We had asked the file to be reassigned multiple times to avoid this perpetual review as obviously the single point of contact was not doing their job properly. We resubmitted a complete package again, and the file is now with underwriting and the investor for approval but yet we still have a sale date. This is illegal as they are dual tracking. How can my file be with underwriting and the investor waiting for a decision but then still foreclosing.We have no choice but to make this known and we will be moving forward with legal proceedings. This was completely unacceptableand negligent and they refused to rectify the situation. We asked for supervisor assistance and even asked for the attorney to step in and assist and they also refused. They even sent a letter stating they will not review my file until the home is rescinded which proves they sold my home illegally. At one point prior to the illegal sale they even said they sold our home already. The way they want to take my propertyis extremelyobvious anddisturbing. My wife had to be readmitted to the hospital once again due to the stress this has caused us. They simply do not want to help us whatsoever.The CFPBs mortgage servicing rules ensure that borrowers in trouble get a fair process to avoid foreclosure. Borrowers shouldnt have to worry about mortgage servicers cutting corners or losing applications for relief. For many borrowers, dealing with mortgage servicers has meant unwelcome surprises and constantly getting the runaround. In too many cases, it has led to unnecessary foreclosures, said CFPB Director XXXX XXXX. Our rules ensure fair treatment for all borrowers and establish strong protections for those struggling to save their homes. Restricted Dual-Tracking : Under the CFPBs new rules, dual-tracking when the servicer moves forward with foreclosure while simultaneously working with the borrower to avoid foreclosure is restricted. Servicers can not start a foreclosure proceeding if a borrower has already submitted a complete application for a loan modification or other alternative to foreclosure, and that application is still pending review.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60061
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: NEW-REZ / Shellpoint mortgage servicing is not following their own published guidelines with regard to endorsing and returning my insurance claim check 's from Hurricane IAN. MY claim is under XXXX and they demand an adjuster 's report. This is not required documentation for claims under XXXX as stated right on their claims policy. They then dispute the amounts on the adjuster 's report and reach out directly to the adjusters without including me in any correspondence and without my knowledge. They refuse to endorse and return my checks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33903
Submitted Via: Web
Date Sent: 2024-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-12
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Both my wife, XXXX XXXX, and I lost our jobs in XX/XX/year> because of the economic downturn caused by the COVID-19 pandemic. Since then, we have faced significant challenges in securing stable employment, which has greatly impacted our financial stability. In addition to our job loss, I have undergone XXXX major XXXX in the past three years due to XXXX XXXX XXXX once COVID was over. These XXXX have taken a toll on both my XXXX XXXX and our family 's financial well-being. Throughout these trying times, my family and I have remained resilient, doing our utmost to navigate the challenges we face. Despite our perseverance, we have encountered significant difficulties with our mortgage servicer, XXXX, Shellpoint and NewRez, exacerbating our situation. Despite our best efforts, Shellpoint and NewRez have consistently taken actions that have placed undue burden on my family, including my XXXX mother-in-law, whom we care for. These predatory lending practices have threatened our ability to maintain our home and provide care for our family. Despite being offered a temporary mortgage modification by our original servicer, XXXX Loans, I encountered insurmountable obstacles in making payments. Despite my attempts to comply with payment instructions, I was informed that I could not pay over the phone or online due the possibility of a loan modification once my temporary modification timeframe of 3 months was completed. I believe I was discriminated against due to my lack of a traditional bank account. This restriction placed undue burden and discrimination on my family, who have faced significant complications during the pandemic and endured the financial strain of my XXXX procedures. Despite these challenges, we have fought against abusive lending practices and persevered against the adversities we face on a monthly basis. I can provide upon request, relevant medical documentation, financial statements, and correspondence with the mortgage servicer supporting our current circumstances. Considering these challenges, we urgently seek your assistance and support. We kindly request any help we can have to get our mortgage current and then we can stay on tract now that the pandemic is not affecting local communities like it was. We sincerely appreciate your attention to our situation and your willingness to consider our request. At this point, my family and I are praying and even begging for assistance to resolve these challenges once and for all. Despite the hardships we have faced, we continue to hold onto hope that a resolution is possible. We are reaching out to you in the hope that you can aid in any way possible. We will be forever grateful for any help you can offer to alleviate the burden we face. Thank you for your attention to our situation and your willingness to consider our request. Please feel free to contact me at XXXX or XXXX if further information is needed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 648XX
Submitted Via: Web
Date Sent: 2024-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-12
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My wife and I got a loan modification and our loan was sold to Shellpoint/NewRez mortgage. The loan modification was a balloon payment due in XXXX. We paid approximately {$9000.00} for this loan modification. So ther is no interest being generated from my loan. NewRez acquired my loan in XXXX and since then they have done nothing but harrass me. Im contacting you because Im almost XXXX retired and the stress is telling on me. I had so much problem with them contacting me every month saying I was behind on this and that that I started having my bank make automatic payments so I would be up to date. In XX/XX/XXXX my payment was automatically paid and they applied it to the XXXX XX/XX/XXXX my payment was automatically paid ... but Shellpoint applied it AGAIN to the XXXX payment effectively putting me one month behind ( this is a debt collection company masquerading as a mortgage company ). I tried many times to bring my account up date but they would always apply the extra payments to the deferred. Every month we have been receiving foreclosure packets, sometimes for as little as {$10.00}. Finally I got everything up to date, I thought. In XX/XX/XXXX I paid {$110.00} for an inspection fee I am now being charged {$110.00} for another inspection fee ( XX/XX/XXXX ). The called me this morning saying I owed XXXX This company is staffed with completely incompetent players and they are monthly trying to squeeze money from me by harrassig me and my wife with phone calls and foreclosure packets,,, all this when my loan is not due until XXXX. They are supposed to be taking care of my insurance taxes escrow. Can you please help me in dealing with this nightmare debt collection agency masquerading as a mortgage company. Thank you for your time
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2024-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-13
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: You have plenty of complaints previous to one and can use that as reference. They continue to demand payment that isn't due and payable until after the principle has been paid, and you can look up the law that allows it. Also it looks like they are now wanting to foreclose so it's an even bigger issue now and they need to have all licenses revoked and charges of fraud started
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2024-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-11
Issue: Closing on a mortgage
Subissue: Closing disclosure or other related disclosures
Consumer Complaint: Company used my identity to create a fraudulent Promissory Note and Mortgage Lien for property that doesn't exist. They were given a land parcel number for the non-existing land/property and a non-existing address for same land/property. In which they used to receive a USDA loan in the amount of {$220.00}, and now claiming I owe the debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46845
Submitted Via: Web
Date Sent: 2024-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: These corporations do not know the law. I've asked them all to cease and desist and it's being ignored. I have not missed a single principle payment but they continue to harass me. As I've stated over and over that it's legal to make a principle payment with the intention to pay interest at the end of the loan. This is called Freedom. This is America and not some XXXX foreign company that continues to harass. Concentrate on customer service instead of control and deep state corruption.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2024-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Our mortgage has been transferred to newrez XX/XX/year>, with the exemptions & assessed value the taxes should be based on. For the current tax year our mortgage in {$29.00}. The mortgage company confirmed this as we have filed two other complaints without success because they stated now the tar report reflects differently. They one use the full assessed value per their own admission. When we attempt to address we don't get a phone call only to lie, when we phone them we get no return call. We need assistance dealing with them. Per your request please see attached XXXX XXXX XXXX Tax bill which you state reflects differently than the tar report. It also includes the assessed value. We've attempt to reach out to the phone # on the response without any follow up from newrez. They continue to send the same follow up generic response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2024-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
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 New Rez bought my mortgage from XXXX XXXX, XXXX and became my new servicer XX/XX/XXXX Ltr from New Rez stating my property insurance policy address was incorrect. Asking me to correct it and stating they required a copy of my " full policy ''. I was unsure what was being requested as I had never been asked this by a mortgage servicer. I called the person who helped me refinance my mortgage in XXXX and he said he thought they might be asking for my home owners master policy. I mailed out a copy of that policy and a note stating that I live in a condominium complex so the homeowners assn policy was correct in listing just the main address of the complex. The policy showed that it was from XX/XX/XXXX through XX/XX/XXXX. XX/XX/XXXX Ltr from New Rez saying they were " working to gather requested information and would forward to me as soon as possible. '' XXXX XXXX Ltr from New Rez " due to the complex nature of this matter, New Rez respectfully requests additional time to fully respond '' XXXX XXXX Ltr from New Rez " we're working to gather requested info. '' XX/XX/XXXX Ltr from New Rez " Records show your homeowners ' association hazard insurance expired. We plan to buy insurance for your property. '' XX/XX/XXXX Ltr from New Rez " Due to the complex nature of this matter ... '' XX/XX/XXXX Ltr from New Rez stating " This is a 2nd and final notice re : homeowners ' association hazard insurance expired. '' XX/XX/XXXX I reached out to my management company and they assured me that the coverage had not expired and coverage was in place through XX/XX/XXXX, Also contacted XXXX XXXX agent who called New Rez and provided proof of my full coverage. XX/XX/XXXX I sent a letter to New Rez demanding remedy after I had provided proof of personal and HOA coverage multiple times and New Rez overpaid my personal coverage from escrow. XX/XX/XXXX Ltr from New Rez saying no proof of hazard coverage XX/XX/XXXX I emailed my XXXX XXXX agent asking for their assistance. XX/XX/XXXX Ltr from New Rez stating lender-placed insurance coverage put on loan. XX/XX/XXXX XXXX XXXX agent called New Rez and sent them complete coverage information. I was told I would receive a confirmation email from New Rez. XX/XX/XXXX Ltr from New Rez showing all the funds pulled from escrow over many months for " hazard coverage '' before any of this was sent to me. Also telling me I owe funds to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80231
Submitted Via: Web
Date Sent: 2024-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A