Date Received: 2024-02-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Im writing to you today to file a report on Newrez, a mortgage company, for violating their contract to refund escrow money and holding my money illegally despite many attempts for them to send it to me. Below Ive listed out the timeline of events and Newrez has not sent my Escrow Money, although they have confirmed four times they are going to send it to me. Timeline : XX/XX/XXXX : I faxed a request to XXXX XXXX XXXX ( now called Newrez ) to close my Escrow Account. XX/XX/XXXX : I received a written letter that my request to close my Escrow Account had been approved. The notice stated that as of XXXX XXXX XXXX I would no longer have an escrow account with the XXXX XXXX XXXXNewrez LLC XX/XX/XXXX : My home loan was officially moved to Newrez LLC XXXX XXXX XXXX : I received an email notification that my request to close my Escrow Account had been approved. XX/XX/XXXX : I called Newrez customer service to ensure that the Escrow request had been transferred when the loan was transferred. The agent assured me it had and that I could expect to receive my Escrow Refund by XX/XX/XXXX ( 60 days after the escrow account closing ). XX/XX/XXXX : I called Newrez again to see the status of the account. The agent said the company had not started this request, although they had record of the request. The agent said he would put the request to refund my escrow immediately. XX/XX/XXXX : I called Newrez again to see the status of the account, as I still had not received my refund. After explaining the situation to the customer service agent, they agreed to overnight my refund check to receive it by XXXX XXXX XXXX XXXX XXXX XXXX XXXX am contacting you to report that Newrez LLC is withholding my escrow money from me illegally after stating they would refund my account in full by XX/XX/XXXX. Im reaching out to you for help in this matter and to ensure you know that Newrez is illegally withholding my escrow money.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: WA
Zip: 98108
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: On XX/XX/XXXX we lost everything to a house fire. We barely escaped in the middle of the night and didnt even have on shoes. Our insurance company, XXXX, sent a check to us a Shellpoint/Newrez . We were told to sign it over to them and they would disburse funds to contractors as we rebuilt our home after we submit invoices. Newrez received the check on XX/XX/XXXX. We hired the first company, which was the debris company and submitted the invoice. Funds were dispersed per our agreement and we paid the company. We then hired an architect and submitted the first invoice. They did not pay. We submitted another invoice. They did not pay. We had to pay out of pocket thousands of dollars now. We have been told multiple things by our claims reps at the mortgage company but the check is always coming. Each week they say theyre verifying the pay off from another department within Newrez and will send us the equity to start the rebuild. We still have not been given our money. Per our insurance, we only have 12 months in our rental then we will have to move. Newrez is delaying the process and adding stress to an already stressful situation. We cant rebuild our home without our money. They wont call us and theyve collected interest on our {$500000.00} since XXXX. This is unethical and unfair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX, I replied to Shellpoint 's email on how to make my loan escrowed ( send insurance declarations, insurance receipt, tax receipt ). I sent all the required documents. They have yet to respond to me. I have called the company 4 times since XX/XX/XXXX asking for updates to which they tell me " we don't have any because that department only works with emails, not phone calls ''. Their chat support also replies in the same manner. I simply want me loan escrowed and have followed every one of their required steps but they ignore my communication.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
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, - Property Closing Date with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX letter acquiring loan using NewRez, as servicing agent XXXX XXXX, XXXX - NewRez said they did not receive the HOA flood policy XXXX XXXX, XXXX - Clients letter to NewRez enclosing copy of HOA flood policy XXXX XXXX, XXXX - NewRez letter to clients re flood policy will expire soon XXXX XXXX, XXXX - XXXX XXXX sent HOA flood policy to NewRez ( clients request ) XXXX XXXX, XXXX - NewRez letter to clients confirming HOA flood insurance policy that they had placed on our property was cancelled on XX/XX/XXXX because adequate insurance coverage had been received. XXXX XXXX, XXXX - NewRez letter to clients saying that HOA flood policy did not contain adquate flood coverage. XXXX XXXX, XXXX - NewRez letter to clients stating that if we don't receive proof of an active flood policy within 15 days, they will give us lender-placed flood insurance. XXXX XXXX, XXXX - Clients letter to NewRez resending flood policy again & giving them flood insurance group policy information to contact directly. XXXX XXXX, XXXX - NewRez letter to clients informing us that lender-placed flood insurance policy had been placed on their behalf. XXXX XXXX, XXXX - Clients letter to HOA flood policy company XXXX XXXX XXXX XXXX, XXXX ) with NewRez documentation of what they were doing to us. XXXX sent ( via fax and mail ) the insurance flood policy confirming proof of coverage. XXXX XXXX, XXXX - NewRez Annual Escrow Account Disclosure Statement showing new amount due on XX/XX/XXXX. NOTES : On our closing date last XXXX, clients signed an Escrow Waiver specifying that there be no escrow account. Additionally, Notice of Servicing Transfer that was also signed, specified that the original terms of our mortgage would not ever be changed. During all this correspondence from NewRez, there was never a name, a contact, or direct phone number of anyone to ever contact.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: New Rez incorrectly charged us for Lender Placed Insurance. It took months and repeated calls to get that corrected. This was partly due to strange policy that emails are only opened if you are on the phone with service agent!!! Finally resolved but New Rez still wants payments for the now-cancelled lender placed insurance for XXXX and XXXX Each month I call and each month I am told they will need to run a new escrow analysis. The analysis takes at least XXXX days so it never gets completed by the next billing cycle. I can not get this issue resolved with New Rez and hope you can be of assistance. As of today, they want a payment of {$770.00}. They say it will be refunded at the end of the calendar year. This is crazy. I am a retired actuary and have never seen such poor customer service in the financial industry.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mortgage company has changed hands several times over the past ten years. Whomever is now holding my mortgage is required me to change the name on my home insurance to have mine and my wife 's middle initials such that it appear exactly as it is on our deed. We complied and had our insurance company send the revised policy to NewRez. We have also been requested that we send NewRez a copy of our HOA Liability Insurance Policy. Our insurance agent confirmed that they did so. We continue to receive letters from NewRez that we have not complied with their requests and as such, they are going to force us to purchase insurance from them! This is a scam! They are imposing new and unnecessary requirements on mortgage customers to force them to buy insurance that they don't need. PLEASE HELP AND SHUT THIS UNSCRUPULOUS BUSINESS DOWN!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-05
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: I received a letter from Goldman Sachs Mortgage Company stating that the company had purchased my mortgage loan from XXXX XXXX XXXXXXXX. The letter also stated that I needed to continue to make my mortgage loan payments to XXXX XXXX XXXXXXXX. I tried to make my XX/XX/year> mortgage payment and could not do so. XXXX XXXX XXXX told me they no longer owned or serviced my mortgage loan and that Goldman Sachs is now the responsible owner of my mortgage loan. I tried to call Goldman Sachs Mortgage Company but was not able to speak with any representative. No one was available who would help me with my mortgage payment issue. I have not made my mortgage loan payment because I do not know where or whom to make my mortgage payment. Goldman Sachs letter has wrong written instructions that I would continue to make my mortgage payment to XXXX XXXX XXXXXXXX. These instructions are incorrect and confusing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-05
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Mortgage servicer is purposely overcharging on escrow payments for property taxes and home insurance. I was already behind on payments and applied for assistance and got none. My payments went up as a result from the escrow overcharge almost {$400.00} causing me to fall further behind on my payments. Now that I have caught up for the year of XXXX, I was told that I would be issued a surplus check because escrow analysis showed that I was overpaying and I have yet to receive that surplus check. I do not have any documents as they have not mailed them and will not upload online
Company Response: Company believes complaint is the result of an isolated error
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2024-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I sent all payments due fo rmy mortgage, have tracking number, but company still has not applied it. I paid over XXXX, XXXX I am contacting state attroney general consumer complaint unit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-03
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mortgage was transferred to NewRez in XX/XX/2023. NewRez is a complete disaster. I received a welcome letter from them asking me to sign into the website to view my account. Well, the website asked that I enter my account number, which I obtained from the welcome letter, however I entered it as it read off the letter. The website wouldn't accept the number, so when I called NewRez, they informed me that the letter in inadvertently left out an number for my account. First problem. Approximately XXXX months later, I received another letter addressed to me, which was rude and condescending and my no sense to me. I attempted to use the chat system, which after waiting in chat queue for XXXX mins, someone finally came and the dropped my chat, so I had to do it again. XXXX mins later and the same thing happened, so I called. After XXXX minutes of waiting, I was able to speak to a rep who informed me to discard that letter as it was not meant for me. Problem XXXX. In XXXX is when I renew my homeowners insurance. My insurance transmitted a copy of my insurance to XXXX as they have always done with my previous mortgage service provider. XXXX XXXX, I received another condescending letter informing me since I have violated the terms of my mortgage by not providing them with a copy of my renewed insurance, they would take out insurance at a premium cost and bill me. Now if that was true, wouldn't a phone call or a nice letter be sent, especially since I had a few more weeks until the insurance expired. I tried calling them and the first time after XXXX minutes, I gave up and hung up. I tried to then go to chat, which XXXX minutes later, a rep came, and as I was entering my question, they closed the chat. So back to the phone I go. Over XXXX minutes of wait time, i decided to enter the option to have them call me back and I hung up. In the mean time, I decided to host my insurance document online to the site referenced in the letter. The site stated my policy was on file, but I uploaded it just in case. I received an email thanking my for uploading and that my insurance is up to date. ( nobody ever called back ). I did not do anything else because the confirmation stated my insurance is up to date. In mid XXXX, I once again received that same condensing letter informing me I have violated my mortgage terms by not proving them a copy of my insurance. Multiple times i attempted to call but nobody ever answered, so I went to chat, and tired twice, but got someone on the second time, however she informed me that I needed to call the insurance department because it looked like my account was fine. I informed me that nobody answers the XXXX # but she assured me that number she was giving me was the insurance department and I would not have to wait for customer service. Wrong. it was a different number but it was customer service. XXXX times, and I wasn't able to get anyone so I decided to wait for the morning. In the morning I called and waited XXXX hours until someone answered, who assured me that my account was fine, it must have been a computer failure that sent the letter out again. In late XXXX, again, I received the another disgusting letter from them informing me since i do not have an insurance policy on file, they have indeed taking out a policy on my behalf and will bill me. After almost XXXX hours on the phone queue, someone answered and informed me that they do have my insurance policy on file, however since its a condo they do not have the condo 's master insurance policy on file. That was never once mentioned in the correspondence or phone calls, however together we called the condo management and they hosted the condo 's policy. A couple of days later, I received yet again another letter but this was from the compliance department, who informed that " your agreement with us is that you will provide the condo 's policy '', Keep in mind, i never applied for a mortgage with NewRez and I never signed anything with them. Again, I called them and luckily my call was answered in less than XXXX minutes. I asked for the compliance department but was told they do not accept calls. The agent told me in my mortgage, i signed for when i first purchased the property states the condos master policy must be on file. I asked that they show me where it states that, and they stated it is in XXXX separate paragraphs. We both read the XXXX paragraphs and it only states homeowner policy, nothing about condo master insurance. She said " it may not state it, but it is our policy ''. Bottom line, if that is what they wanted they should have asked but they do not need to send rude condescending letters.
Company Response: Company believes complaint is the result of an isolated error
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2024-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A