Date Received: 2023-07-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX XXXXXXXX XXXX veteran who bought my home with a VA loan serviced by New Rez dba Shellpoint. I am contacting you because I am extremely frustrated at the lack of communication by my servicer and feel that I am on a path to foreclosure because of this situation. I am a first time homebuyer and extremely grateful that the VA gave me the financing so I could purchase this manufactured home. However, a few months after the loan closed my family was impacted by Covid and a number of unexpected financial problems such as benefit garnishment and unexpected damage to my home. I tried to discuss this situation with the New Rez agents to explain what was going on but could never get a straight answer or any type of follow up. I do not have an assigned point of contact and have never received a returned phone call despite 22 different voice mail messages to their office. Their agents seem robotic and can never give me a straight answer. It is beyond frustrating and I am just trying to find a way to fix this matter with my servicer so that I can get back on track with my mortgage payments. I am concerned and looking for some help to get New Rez to work with me and follow VA loan guidelines. I served my country proudly in the XXXX for six years. Unfortunately I suffer from XXXX and was deemed XXXX XXXX XXXXXXXX and unemployable in XXXX. I was able to purchase my home in early XXXX but not long after I closed on the loan my family was impacted by XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX and had no one to take care of him so I had to travel back to help and after he passed I had to cover some of the funeral expenses. In that same month my daughter was sick with XXXX as well and then was a victim of XXXX XXXX and I had to help her out to get her into a safe situation. This took a huge chunk out of my income and the little bit I had put aside. Next I found out that due to an error the VA was garnishing my benefit which is a situation I am working on. The situation was made worse when I discovered that there are major problems with the foundation for my manufactured home and that there are repairs that need to be done. All of these issues added up and I found myself in a difficult place financially. I began contacting New Rez in XX/XX/XXXX to find out what options may be available to help me because I was not sure I would be able to make the next month 's payment. I talked to an agent XXXX who said I may qualify for a forbearance and they would get back to me. I would see that New Rez called me but they never left a message. When I would call to speak with her or someone else I would always get a recording. I also researched the emails for New Rez staff and sent out inquiries via email and no one responded. I spoke to another agent who had no idea what was going on but said that the VA does not allow for late payments to be deferred but told me I could apply for a loan modification. She told me they would send out paperwork, and it has been two months and dozens of phone calls and emails and still no package. I spoke to XXXX who said he was having the supervisor look into my case and they would call me back. This never happened. I don't know if I have a forbearance plan, I have not received any confirmation or any notifications. At this time I am in limbo with New Rez and about {$6000.00} behind in missed payments. My hardship will be resolved and I can resume making payments in XXXX but need the lender to work with me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95969
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was recently purchased by XXXX XXXX, who uses shellpoint mortgage as its servicing company. I have made several calls and sent dozens of emails in attempt to make payments and rectify an incorrect payment amount as well as reconcile a payment that way made to the prior servicer. Additionally, they have incorrect payment information compared to my original closing documentation and amortization schedule. I've asked for clarification on this point as well and nobody will return my call or provide me with information I've requesed. They are currently threatening foreclosure at this point and I don't know what to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80439
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: An official website of the United States Government Logged in as XXXX XXXX Submit a complaint / Complaint submitted You have successfully submitted your complaint! A message has been sent to you with instructions on how to track your complaint. ID FOR COMPLAINT SENT TO XXXX XXXX XXXXXXXX -- XXXX Privacy Act Statement XXXX # XXXX Please see the above complaint. XXXX sold our mortgage to Shellpoint. Shellpoint is showing our account is not being paid on time however, we show that all payments have been made on time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 728XX
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good afternoon, I have had a mortgage with the loan servicing company XXXX XXXX for the last five years. Paying on-time, no overdue drafts, even looked at getting cash to cover some home repairs a year ago. Now I get a notice right before the start of XXXX telling me that my mortgage is being sold. I'm looking into the new company, NewRez LLC that apparently is based in Pennsylvania but yet the correspondence goes to South Carolina and the payments to XXXX, TX? I have looked at reviews ( check out the XXXX giving them an A+ rating with XXXX negative reviews and XXXX positive reviews ). I'm sickened, frightened, and worried about the predatory practices that my mortgage has just been sold to. Why don't I have a choice in this process? I'm a good customer, paid when asked, and kept up to date. I'm absolutely dumbfounded in this process and worried as XXXX that is not going to be the case. There's also allegations of running people out due to run arounds on payments received and running people 's mortgages up because they are not paying on-time. I can not live under that umbrella of worry. I am going to call XXXX XXXX tomorrow and give them the business, but please, please, please look into this company. It appears to be a giant sham of a company and treats homeowners terribly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64138
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company has informed me that I am behind on my mortgage payments, however this is incorrect. I have not missed a payment, and I have submitted supporting documentation to my lender confirming their error. This error is likely because on XX/XX/2023, without my authorization, my lender drafted my account TWICE for my regular mortgage amount. I then disputed the additional month amount. The lender has also started incorrectly assessing me late charges. I have attempted on three occassions to resolve the matter over the phone, however the lender 's telephone representatives are unable to help, and requests to speak with supervisors go unfulfilled. The matter remains unresolved. Because the lender 's telephone assistance is insufficient, I have also sent a written letter to the lender explaining the problem in detail ( attached. )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31907
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage with XXXX XXXX XXXX XXXX was transferred to Shellpoint Mortgage Servicing ( a division of Newrez LLC ) and I received a letter from Shellpoint dated XX/XX/XXXX advising that they were now going to collect the loan payments on my loan number XXXX I have been continually incorrectly charged fees for lack of insurance which I have proved to Shellpoint on numerous occasions that there is insurance on the condo. They charge an HUGE fee ( {$670.00} ) for late payments on the monthly payment of {$2600.00} - I can not believe that this can be legal? The final tipping point for me was when I received a very aggressive phone call on XX/XX/XXXX from a guy at Shellpoint ( XXXX XXXX ) where he informed me that the mortgage was now in foreclosure and unless I paid immediately a sum in excess of {$8500.00} I would lose my condo. He then sent me an email with a " XXXX XXXX ''. I would point out that I was only in arrears for XXXX. He also said that there were " legal fees '' in excess of {$1000.00} to pay. I can not believe that this is legal. I wish to make the strongest complaint to Newrez LLC
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage servicer, XXXX XXXX, notified us that the servicing was being transferred to NewRez LLC effective XX/XX/XXXX. The letter said that by law XXXX had to send us notice within 15 days of that date. We haven't received any notice of any kind from them and it is XX/XX/XXXX today. I called today and the person I spoke to said it took time to transfer the account and that was why we were given 60 days before a payment was late. I asked why we hadn't been notified and she said she was unaware of any laws regarding notice. She said we would get a welcome letter at some point but she didn't know when. I am concerned that they will not get me the information in time for me to make a timely payment and then they will charge me late fees. I have read online reviews that this is what this company does. I want the information I need to make payments and to verify that the amount of our loan and the terms and the escrow are correct. I want it in writing. Thank you! I can't give you the loan or account number because I haven't received it from the new mortgage company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48198
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am writing to bring to your attention a significant issue I have been facing with two mortgage servicing companies, XXXX XXXX XXXX and Shellpoint Mortgage Services, which has had severe financial consequences for myself and my family. On XX/XX/XXXX, I sold my house, and all outstanding balances were paid off to Caliber Home Loans at the closing. However, during the same period, XXXX XXXX XXXX was in the process of transferring my mortgage to Shellpoint Mortgage Services. After the closing, I discovered that Shellpoint Mortgage Services was erroneously reporting that my mortgage had not been paid off and listed it as delinquent on my credit report. Despite my attempts to provide proof of the mortgage 's closure and the payment made to XXXX XXXX XXXX, I have been unable to rectify this situation with either company. As a result of this error by XXXX and Shellpoint, my ability to qualify for a mortgage or obtain any form of credit has been severely impacted, causing immense financial burdens and instability for myself and my family. I have diligently communicated with both companies and the credit bureaus to resolve this matter, but the situation remains unresolved. I am at a loss as to how to proceed further, and this ongoing issue is causing me significant emotional distress. As of today, Thursday XX/XX/XXXX, my credit report shows that I am 120+ days delinquent on a mortgage that no longer exists.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We sold our home and paid the full amount of the mortgage to Newrez Mortgage Servicing {$120000.00} on XX/XX/23 via wire transfer from the closing attorney. It has been over 30 days and the account is still being reported actively open and late. I called Newrez on XX/XX/23 and advised them that they legally have to report my credit accurately every 30 days, but was advised by their loan servicing department that they will report my account paid in full at 60 days after the loan was paid off in full from XX/XX/23.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30906
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i tried to get the servicer and owner of loan to come to terms about my principal balance seems not to go down when making payments. according to the respa servicer or lender has to correct the error when managing my mortgage payments. i need specific information about the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53218
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A