Date Received: 2023-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company is NuwRez LLC. I received a call from one of their representatives stating I was at risk of foreclosure for mortgage payments ( XXXX ) on XXXX at XXXX XXXX I called them back that afternoon at # given to me by my previous lender ( XXXX XXXX ) for contacting them ( XXXX ). They verified my loan was up to date. My concern is this company should not make threatening phone calls on a loan that has just been transferred to them. I can prove I have never had a late payment for my mortgage in the 24 years I have had the loan. Please do what you can.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34677
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I lost my job with XXXX. I applied for XXXX and my past due balance was approximately {$69000.00}. In order to qualify, my past due had to be under {$60000.00}. I called Shellpoint Mortgage XXXX and spoke to them and obtained their wiring instructions to send them money to get the balance under XXXX XXXXXXXX. I borrowed funds in the amount of {$10000.00}. Before sending the money, I confirmed with Shellpoint that if I did so, I would receive either a Reinstatement Letter and/or my next mortgage statement would reflect under XXXX XXXXXXXX. I was confirmed by XXXX different people that this would be provided. I had the money sent and then I received my statement and it showed approximately {$62000.00}. When logging onto Shellpoint mortgage it said Past Due Balance {$59000.00} but XXXX could not take that, they could only take the Reinstatement Letter and/or the Mortgage Statement. I called Shellpoint Mortgage to ask what happened and why, as promised, my Statement showed the higher amount. I was told that they filed with the attorneys for Foreclosure and that was their fees. I asked them if I could send them {$2500.00} and they would give me the Reinstatement Letter and I was told that they would accept XXXX funds from me and this was too bad. I feel like I was stolen from. I borrowed that {$10000.00} with the CLEAR intent that I would receive the Reinstatement Letter or Mortgage Statement showing under XXXX XXXX. I was approved for XXXX pending this letter. Now, month after month they have been adding the past due on ( which I understand ). This was to save my family home. What they did was wrong. I did everything I was supposed to do to save my home. Now I have been declined by XXXX to help because of this. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: To whom in my concern I XXXX XXXX XXXX state these facts to be true. In late XXXX my mortgage loan was serviced by XXXX XXXX XXXX. I enrolled in the online payment option. To later find out when I tried to make my first payment that the system wasn't working. Stressing to the agent over the phone how much I needed to make my payments online the and that the system only allowed the minimum payment to be made. Relaying this reason to the agents on different conversations via phone and writing. I was told ill have to speak with an supervisor to up my principle payment. I went months without speaking to a supervisor, to just be told that I won't be able to make the larger payments for the months I was going to make them. That they could not retro fit the payment history. In the XXXX federal rights bill. I am in my rights for this error to be corrected. As of XXXXXXXX XXXX XXXXXXXX my mortgage note has since merged and or was bought out by company Shellpoint mortgage under newrez. XXXX and shellpoint is both child companies of the parent company that hold my mortgage note Newrez mortgage. I requested on XX/XX/XXXX for the note holders information. Shellpoint said they sent me an email and a letter via usps. And gave me a call back before the XXXX XXXX XXXX. I received a letter in the mail in XXXX with a stamped date of XX/XX/XXXX stating that they need more time to gather the information. I am stating that under the bad faith business newrez/XXXX XXXX XXXX is in/was violation of on multiple occasions. I was told the reason I could not make a large payment the first few months was because I had a late fee of XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX. The error in this that I received my first mortgage bill in XXXX XXXX XXXX. And was never told about the late fee in correspondence with any agent until XXXX XXXX XXXX where half of the late was waived and the the other half the next month. I've sent in a letter via postal service stating my dispute to the XXXX office. As I was directed to do. In the letter was a cashiers check for my payment with a memo description stating payment made under XXXX XXXX XXXX. I have been told that the letter was never received. The memo check was accepted on XX/XX/XXXX. I have tried on numerous occasions to handle this dispute. By via phone, email, postal mail, and through agencies. With no resolution. I stating that this contract is a volition of my right as a consumer and hence void my obligation to pay the debt. Due to the time lapse in these volitions. I am stating that there is a clear breach of contract. I demand my title and deed sent to me with documents that author my no obligation to pay. That no contact is to be made by mail email phone or person to me by newrez or and third party company. Unless its about this breach contract and me having this obligation. NEWREZ agree that I will receive XXXX XXXX for any phone call. XXXX XXXX for any document sent via mail or email. I assume that this is significant to concede in releasing the note and deed and dissolve the account completely. If the detailed response isn't received by me. Stating why it took so long for the information to be given and why my errored account can't be fixed. At this point of over 6 months of not receiving this information of this said debt. Due to the volitions performed by newrez, shellpoint and XXXX XXXX XXXX referring to the codes on in this notice. I XXXX XXXX state i have no obligation to pay this debt via breach of contract on multiple policy and code infractions. As this being my cure notice as I've sent multiple letters over time and have remain available for contact. Exhausting all other remedy with in relief. For every day of my dispute I will receive XXXX XXXX dollars US daily. All monies will be paid in or equivalent to the tender at the time. After shellpoint/ newrez/ XXXX XXXX XXXX receives this document and the alloted response time has lapsed. I am owed from newrez XXXX XXXX and XXXX XXXX daily. Until I receive my title and deed of a letter acknowledging that newrez understanding of they have not proven to me that the debt is mine via requested information. How my account has been handled with derogatory remakes, slander, and neglected for breach this contract or is working on getting my ownership documents sent to me in detail format. As I have received generic vague responses in the past. I'm looking forward to a detailed rebuttle to all my concerns via certified mail with all ownership documents influenced via this contract ( with in 10 days ) as this is the final notice. Any questions regarding this document please contact me at Email : XXXX Acct # : XXXX Sincerely XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 270XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I inherited my parents ' home after they BOTH passed in XXXX and XXXX of 2020. They filed bankrupt prior to their deaths and to save their home, they chose NewRez/Shellpoint Mortgage Servicing as their lender. After their deaths, I submitted all required documentation to include : death certificates, loan modification application, pay stubs, letter of qualification ( probate ), and all other forms on numerous occasions via email with no response, reply, or loan modification. For one year, I attempted to make payments ; however, I was blocked from the online system and each time I received a message stating " This loan has a payment stop. '' As a result, I took a picture with my phone and created a folder with those images. I was informed that I could not make payments because my name needed to be on the loan -- -which they never would modify. I also filed a few complaints with the XXXX ( no resolve ). I have spoken with different Shellpoint associates ( over the last three years ) and consistently gaslighted by this company. Each time, I am assigned someone new who knows absolutely, positively, nothing about my situation. As my sister and I share a father, we are both owners of the property but I manage the estate. However, she filed for bankruptcy which released her from the automatic stay ; however, at this very moment, as a XXXX XXXX XXXX, I am facing homelessness and foreclosure. Shellpoint only sends me statements -- -all that state this is NOT an attempt collect a debt. Shellpoint never asked me to make a payment ; Shellpoint only asked for the above mentioned documents in order to pretend to modify the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Its taken 2 years and probably 24 full hours of run around from new rez mortgage company to get our PMI removed. They sent an unqualified agent to do the appraisal after the value went up almost 34 % in the market here. We added $ XXXX worth of tangible upgrades and she appraised us for less than what the property and home was appraised for at the time of our closing. Were apparently the only new construction property in XXXX Florida that lost value during Covid? Ha! They have no intention of removing the PMI despite valid comps. They wont let us have an independent assessment done- they said it wouldnt count in their decision. We signed off on approval to pay for their choice of agent to come out and instead just received a denial letter - the reason being we werent willing to have the appraisal done- despite paperwork on file that they acknowledged receipt of stating otherwise. Im ready to give up. This is just theft by New Rez Mortgage Company at this point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33410
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXXXXXX XXXX XXXX XXXXXXXX veteran and I am in the beginning stages of foreclosure because the servicer of my VA loan Shellpoint mortgage has failed to provide options for me to recover from missed payments due to Covid. I bought my home on XXXX XXXX. in XXXX in XX/XX/XXXX. Now I may lose it because Shellpoint is demanding that I pay a lump sum of almost {$8000.00} in order to be put into a repayment plan. I don't understand how they came up with this figure. My delinquency was due to Covid and I have a government backed VA loan. The VA folks told me that Shellpoint is required to offer all available options to cure the default including deferment of the past due amount, loan modification, a recapitalization of the delinquent payments or a repayment plan. Instead they gave me a repayment plan with a condition that I pay {$7800.00} in a lump sum JUST TO QUALIFY for the repayment plan. Right now I am approximately $ XXXX behind on this loan because I was negatively impacted by Covid in early XXXX and lost hours then my job. After I got back on my feet and working I myself became ill with XXXX on XXXX different occasions. Shellpoint allowed me to defer a few payments in early XXXX when I lost my job and then I resumed paying. However, I personally was XXXX and unable to work for several weeks which coincided with major auto repairs and separation from my husband. As a result I asked for and was granted a XXXX month forbearance for my loan. I had the ability to resume making regular payments in XXXX when the forbearance ended but was told I needed to send in paperwork to be reviewed for options to catch up on the missed payments. I was finally reviewed and approved for a 8 month repayment plan that required a lump sum down payment of {$7800.00}. I contacted Shellpoint and told them I could not come up with this and made a payment of {$3100.00} at that time ( basically a double mortgage payment ) as a show of good faith. The agents who processed the payment told me I needed to pay the lump sum balance of over {$4700.00} by XX/XX/XXXX otherwise I would lose the repayment plan offer and the foreclosure process would start. I could not afford to pay the balance and now Shellpoint has started the foreclosure process. Why was this the only option provided? Shellpoint is REQUIRED as a VA servicer to review all options to cure the default, including those that do not have a lump sum payment. VA loans offer deferment of arrearages, or partial claim, or the option to recapitalize the delinquent amount back into the balance of the loan as well as a loan modification. VA loans also allow repayment plans that do not require a {$7800.00} down payment to catch up on my forbearance that was approved and sponsored by the government. I served my country proudly for nearly 4 years and came out of it with a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX by the VA. I was excited when I bought this home for our family. Everything was fine until XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX First they cut hours, then they let us all go. XXXX months later the XXXX XXXX XXXX XXXX and I collected a few paychecks then I got XXXX myself. In that same time period my husband and I separated and I had to pay for a major car repair. That is why I needed the forbearance so myself and my XXXX daughters could get back on our feet. I am back to work full time and my hardship is resolved. My husband and I are still separated, but trying to work things out. I need to fix this problem because I do not have a lump sum to reinstate the loan and your company has not been fair or honest with me and has denied access to programs I should be considered for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2023-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage company did annual escrow review and raised my escrow payment. Review was based upon false hazard insurance premiums and property tax. I sent the mortgage company the documents verifying the correct amounts and they have not responded with a adjusted escrow payment. They are still requesting an inflated cushion balance to the escrow account along with a escrow payment that is inflated based upon incorrect information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29730
Submitted Via: Web
Date Sent: 2023-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, On the XX/XX/2023, I ( XXXX XXXX ) my daughter ( XXXX XXXX ) who is the XXXX XXXX in Kentucky, XXXX. Borrowed and Sent my mortgage lender with is Shellpoint Mortgage to cover my mortgage. She sent {$2300.00} to Shellpoint. Which the information being used was sent to me via email by XXXX XXXX XXXX. ( Loss Mitigation XXXX XXXX ) On XX/XX/2023, XXXX XXXX called me ( XXXX ) and I inform her about the sent money. 5 days later, XXXX XXXX emailed me. Saying Shellpoint Mortgage has not yet receive the money my daughter XXXX XXXX XXXX sent with I have prove from my daughter bank. On that very day. I was informed by XXXX XXXX via email, that if they don't receive the funds in 3 days. Shellpoint Mortgage will return the grant HUB gave me back to the State. We couldn't afford {$25.00} been sent back, so my daughter went to her bank again, sent Shellpoint {$3800.00}. This time around in 2 days with the same account details, they received it. But shellpoint mortgage insisted that they never received the first {$2300.00} she sent. I have attached all the evidence that the first money was sent. Thank You XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: 48186
Submitted Via: Web
Date Sent: 2023-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was put in a forbearance plan from Covid/19 by ShellPoint and was promised for the loan to continue by them because I am XXXX impaired, and could not answer the phone. I was informed that I would not have to call back till the 18 month would expire and at that point I would do a loan modification. At the 3 month period, after having no knowledge of ShellPoint, they moved me into forclosure without any communication, no letters, no certified letters, but only called me going against the ADA act knowing I am deaf/hearing impared. They are violating the Fair Credit Reporting Rights because I am hearing impaired, my ADA rights have been violated as well because of the inaccurate reporting of Shellpoint on my report. I have not been able to get a loan because they have reported me late on my last XXXX payments. I have spent hours trying to fix this with Shellpoint. My Aunt, who has spoken with ShellPoint multiple times has recorded messages of them admitting their fault and telling that they will fix my credit that they ruined and after speaking to the last ShellPoint manager, they declined fixing the issues they did against my credit so i can move forward to get a loan. ShellPoint sent me proof that I made my payments, but declined to admit that i was in a loan modification and forbearance after all the proof I have. I have recently sold my home, because of the fear of them putting it in foreclosure again. Now because of ShellPoints error, I can not get a loan to get another home due to ShellPoints errors. I DO NOT HAVE A HOME, AND I TAKE CARE OF MY XXXX XXXX XXXX GRANDMOTHER. If you need any proof of letters, bank statements and recorded phone calls proving they apologized for their errors and would fix it and make it right on my credit and proof that I was in a loan modification and forbearance plan feel free to contact me. PLEASE HELP ME! I DON'T WANT TO BE HOMELESS, LIVING ON THE STREETS WITH MY GRANDMOTHER.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93536
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for the forbearance plan because I was having difficulties paying my mortgages due to XXXX. Now that I want to start paying back my mortgages they requested plenty of documents which I did submit everything and they are telling now that my loan modification was denied. Because I do not qualify and now I am very concerned about loosing my house due to this. I was told that these months on default will be added to the end of the maturity of the loan, but this bank is processing my loan modification like refinancing. I am a retired person with XXXX XXXX XXXX, I just want to continue paying my mortgage. I would appreciate if you can assist me with this issue with my bank. Thanks The name of my bank is : Shellpoint Mortgage Servicing Contact Information Customer Care Line : XXXX Loan Information XXXX My property : XXXX XXXX XXXX XXXX XXXX FL XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33177
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A