Date Received: 2023-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sent to NEW REZ ONLINE COMPLAINT review page XXXX XXXX XXXX XXXX XX/XX/XXXX Sent this email 9 days ago with no response : Dear Loss Draft Representative : Attached to this email are the 15 pages that were previously mailed to you last week FYI- This activity was initiated by my recently receiving a reimbursement check for {$41000.00} from my previous insurance company for a " new roof '' I paid for over 2 years ago. They lost in my lawsuit and put NEW REZ on the check with my name as payee. Over two weeks ago, your service representative instructed me to send your office the check for endorsement and stated it would be signed and returned to me. A week later I called your office and another representative told me my check " had been deposited '' by your company without my consent and asked me if I received an email packet from your office. I had not and she emailed me another one. Unfortunately, both of your representatives that I talked to are under the impression I am in the process of obtaining authorization from NEW REZ to secure my first release of funds to commence roof repairs?. I performed all of the activities requested in the " packet '' and paid off the roofing company in XX/XX/XXXX. I have been asked by your company to produce an extraordinarily number of documents to obtain a simple endorsement, on my reimbursement check for a lawsuit where I prevailed. I consider the most insulting request to me by your company is to schedule an appointment for one of your inspectors to look at my roof in 7-10 days that has been installed for more than two years. I was informed a XXXX fee will be added my mortgage payment for the inspection as well. My documentation summited with this email, provides ample evidence of multiple inspections to my property performed by State , County, and Community authorities years ago. To suggest I request an additional roof inspection by you is nothing less the harassment. This is how you treat one of your loyal customers? Newrez LLC XXXX XX/XX/XXXX Thanks so much for bringing this to our attention, XXXX XXXX. Keeping our customers happy is our number one priority, and we agree that this delay is unacceptable. We assure you that we will do our due diligence to make this situation right. Please email us at XXXX and we will ensure this is resolved. So I sent today ( XX/XX/XXXX to XXXX XX/XX/XXXX Sent this email 9 days ago with no response : Dear Loss Draft Representative : Attached to this email are the 15 pages that were previously mailed to you last week FYI- This activity was initiated by my recently receiving a reimbursement check for {$41000.00} from my previous insurance company for a " new roof '' I paid for over 2 years ago. They lost in my lawsuit and put NEW REZ on the check with my name as payee. Over two weeks ago, your service representative instructed me to send your office the check for endorsement and stated it would be signed and returned to me. A week later I called your office and another representative told me my check " had been deposited '' by your company without my consent and asked me if I received an email packet from your office. I had not and she emailed me another one. Unfortunately, both of your representatives that I talked to are under the impression I am in the process of obtaining authorization from NEW REZ to secure my first release of funds to commence roof repairs?. I performed all of the activities requested in the " packet '' and paid off the roofing company in XX/XX/XXXX. I have been asked by your company to produce an extraordinarily number of documents to obtain a simple endorsement, on my reimbursement check for a lawsuit where I prevailed. I consider the most insulting request to me by your company is to schedule an appointment for one of your inspectors to look at my roof in 7-10 days that has been installed for more than two years. I was informed a XXXX fee will be added my mortgage payment for the inspection as well. My documentation summited with this email, provides ample evidence of multiple inspections to my property performed by State , County, and Community authorities years ago. To suggest I request an additional roof inspection by you is nothing less the harassment. This is how you treat one of your loyal customers? Last Monday ( XX/XX/XXXX ) I finely satisfied all document requirements to the satisfaction of your Loss Draft department and they gave me a name and phone number to XXXX, who then referred me to another company XXXX. That company gave me a text for an inspector, XXXX XXXX XXXX. The inspector told me he might be in my area the upcoming Thursday or Friday. I called & text him those two days to check his status and received no response. I will be calling XXXX tomorrow ( XX/XX/XXXX ) to request a different inspector that might be more responsible in his occupation. I can not believe New Rez sent my lawsuit reimbursement funds, that just required a simple endorsement, to such an incompetent group as the Loss Draft department, that has turned this process into such a CLUSTER XXXX XXXX Dear Shellpoint Rep, XX/XX/XXXX I am one of your faithful costumers for several years. I have never missed a mortgage payment and always paid on time. I am having serious issues with your associated branch NEW REZ Loss Draft department. It seams that a simple check endorsement request I made to NEW REZ was mistakenly routed to their Loss Draft department for process. ( Please see attached documents ) I have given them all requested information and was given contact information for a designated roof inspector that I contacted last Monday XX/XX/XXXX. I have been waiting up to today for him to show up to look at my roof. This kind of treatment to your customers is hideous and will only compromise any business goals you intend to achieve. I am respectfully requesting that this email be forward to a responsible person within your upper management that can address this issue accordingly and not just forwarded to customer service as that has been done twice already with no results. Thank You. Regards, XXXX XXXX They sent : XX/XX/XXXX I wanted to reach out as I understand XXXX XXXX scheduled an inspection for you on XX/XX/XXXX. I show your claim is a settlement and when the order was placed it was not done correctly. The results due to this are at 1 % and I am unable to release funds. Please be advised all settlement claims require full property inspections be completed for release of funds. I also show per my last email we are missing the settlement release document. Please confirm a good number to be reached and I can reschedule the inspection however due to the claim being a settlement it will be a full property inspection. Let me know if you have questions. My response : Good day XXXX XXXX, This response is to your last email to me today. Just to be clear for the last month, all of the documents you were requesting along with a roof inspection were not actually required as your office was mistakenly processing a Loss draft claim instead of now what you are labeling a Settlement claim? After I completed furnishing your office with all the requested documents and roof inspection ( that took two weeks to schedule ) you are just now telling me that you believe my previous contact with you now consist of a settlement claim, between my insurance company and myself ( that in no way involves NEW REZ ). So now you want different documentation settlement release, submitted along with a full property inspection, provided by an inspector of your designation? FYI I do not know who XXXX XXXX is and certainly did not previously schedule any sort of inspection with him. In fact, I only reached out to NEW REZ to endorse a reimbursement check that had nothing to do with Loss Claims or any type of Settlement involving your mortgage company at all. Please discontinue your harassment and illegitimate withholding of my funds. They sent : Per your monitored claim process, we do require all contracts for work. I show a letter from your attorney on file advising the claim went to court and that this was a settlement. The letter would not suffice. We need the actual release. Per our process any claim that is a settlement would require a full property inspection. Thank you, XXXX XXXX XXXX XXXX, ( Attached now : for law firm to review what I just sent ) Please find attached settlement release document, it was never requested in the packet first to sent me for the Loss Draft your office mistakenly addressed. XXXX XXXX After I got jerked around by the roof guy I was home the whole weekend he said he inspected the roof I never saw him at my house. The front gate security service said they never let him in. they still are going to charge me for the inspection, Now they want me to pay for a " full property inspection, '' what ever that is!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2023-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a single family home as an investment property on approximately XX/XX/XXXX. My original loan amount was approx. {$76000.00}. My current principle balance is approx. {$42000.00}. 20 % of the original sales price is approx {$15000.00}. 80 % of the original sales price is approx {$60000.00}. The current market value of this property is approx {$260000.00}. Over the past few years, I have made several requests to have the Private Mortgage Insurance ( PMI ) removed, but each request is denied by the mortgage company Shellpoint ( a division of NewRez ). I believe the mortgage company is in violation of the Homeowners Protection Act of XXXX, and I am requesting assistance getting my request to remove the PMI honored by the mortgage company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Green Tree Service was trying to ask for a large sum of money I didnt owe.I felt like it was fraud or something with all the money they wanted from me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 38801
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was behind on Payments because Shellpoint / New Rezmy mortgage company returned 2 payments that I sent in for XX/XX/XXXX, and XXXX did not realize this at the time because I was not residing at the property, and never received notice until I found out from my bank months later that the payments were in fact returned XX/XX/XXXX I began working with Shellpoint to bring my account current, I agreed to a loan modification, so I sent in payments for XXXX, XXXX and XX/XX/XXXX, a 3rd trial payment was due in XX/XX/XXXX, however I was working with my point of contact with shellpoint, was given the option to go on to a deferral program instead, so I opted for that option. I was told to wait for a letter in the mail with their decision. the letter never came. Weeks later I am told from my Shellpoint Contact that I was denied for the deferral program, so I asked her, now what do I do? she responded again, wait for a letter in the mail, I will then go over your options for repayment at that time. Meanwhile as I am working diligently with Shellpoint to figure out what steps needed to be taken to bring my account current, and what I needed to pay, from mid XX/XX/XXXX Through XXXX, XXXX. During that time, Shellpoint hires an Attorney on XX/XX/XXXX to file a foreclosure against my property, They do not inform me of this foreclosure, no emails, no mails, nor did the point of contact that I was working with at Shellpoint explain to me, or tell me that I was in Foreclosure. Shellpoint charged me over {$2000.00} in legal fees and other fees, now I have a foreclosure scheduled for XX/XX/XXXX. I need help. At no time did I ever tell Shellpoint that I would not pay them, we were working on the resolution while they filed the foreclosure ... .Its devastating to me, and all I get from Shellpoint is lies and deceit. What can I do, Please help me. I'm to make my payment on XX/XX/XXXX. but after reading all of the negative reviews, I do not trust them to stop the foreclosure after I make the payment and all of the wrongful additional fees that they are charging me. This all started because they returned 2 of my payments without notifying me back in XX/XX/XXXX... Horrible, deceitful company, stay away from this company, read the endless negative reviews. I don't understand how they are still in business...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2023-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The dates mentioned I were late in making my payments were incorrect and unverifiable. I always paid on time .They claimed to have conducted a thorough investigation, despite the fact that it took them more than 30 days to finish it. However, when I reviewed my report, I found that nothing had changed. The false information is still being reported. Numerous times, my rights have been violated. According to 15 U.S.C. 1681, section 602 A, I have the right to privacy. Section 2 of 15 U.S.C. 1681, Section 604 A. It also says that a consumer reporting agency can't give me an account unless I tell them in writing. Please update the payment history immediately for the accuracy of my report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91307
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have had my mortgage with XXXX XXXX XXXX for over two years. During that time I never paid late. My loan was recently transferred to NewRez in XX/XX/2022. The process was very confusing and I received little notice. I ended up paying my XXXX mortgage late according to NewRez. However, I expressed to them how confusing their website was along with their app and was rest assured that because of the transfer there would be leniency. They ended up reporting me late although I was told by law I have a 90-120 day leniency for credit reporting during the transfer process from XXXX to NewRez. They reported me on the 31st day! I tried to dispute with the credit agency and got nowhere. NewRez would not help either. This has damaged my credit severely and has stopped me from pursuing financial prospects. I have worked very hard for the last 3 years to build my credit up and would appreciate a further investigation into this matter. Thank you for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern : I'm writing to file a complaint against Shellpoint Mortgage Servicing for misrepresentation. Per the request of Shellpoint Mortgage Servicing, I provided proof of hazard insurance coverage, Certificate of Insurance. On XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX, I provided via email the XXXX Certificate of Insurance purchased by the Homeowners Association ( HOA ) affiliated with the property address. The HOA Certificate of Insurance provided is current and has not lapsed. The HOA Certificate of Insurance provided has the same coverage from the previous year which was accepted without dispute. On XX/XX/XXXX, I contacted Shellpoint Mortgage Insurance Department at ( XXXX ) XXXX regarding the proof hazard insurance request. Also, to confirm the email address to submit proof of HOA hazard coverage. I also inquired if the Insurance Department contacted the HOA property manager regarding proof hazard insurance. The Insurance Department, team member claimed the HOA Property Manager was contacted and didn't respond to Shellpoint Mortgage Insurance Department request. After the conversation, I emailed proof of hazard insurance, HOA Certificate of Insurance which I downloaded from the HOA portal. On XX/XX/XXXX, I contacted Shellpoint Mortgage Insurance Department at ( XXXX ) XXXX regarding the Certificate of Insurance, I submitted on XX/XX/XXXX. I spoke with XXXX XXXX XXXX who stated the Certificate of Insurance did not provide enough information. " It's certain information the insurance department is looking for ''. XXXX XXXX further stated she would contact the HOA Property Manager affiliated with the property address to obtain the necessary information required by the Insurance Department, which did not occur. I followed up with an email to XXXX XXXX regarding our conversation. Prior to XX/XX/XXXX, Shellpoint Insurance Department did not convey any concerns about the Certificate of Insurance I submitted on XX/XX/XXXX. On XX/XX/XXXX, I submitted to Shellpoint Insurance Department via email another XXXX Certificate of Insurance affiliated with the property address which I received from the HOA Property Manager. I was ensured by the Property Manager the XXXX Certificate of Insurance provides necessary coverage information. In the same email, I requested ShellPoint Mortgage Servicing Insurance Department to cancel the forced Lender Placed Hazard Insurance and issue a refund for the amount paid which has not occurred. Since providing the Certificate of Insurance on XX/XX/XXXX Shellpoint Insurance Department has not conveyed any concerns regarding the Certificate of Insurance I provided. On XX/XX/XXXX, I called Shellpoint Mortgage Servicing Insurance Department ( XXXX ) XXXX to confirm receipt of the Certificate of Insurance document, which was disregarded. I spoke with two different Insurance Department team members whom only mentioned XXXX XXXX which I didn't understand. I thought both agents were referring to my XXXX XXXX XXXX policy which was confusing. On XX/XX/XXXX, I followed up with a notice of error via email and XXXX mail to further resolve this matter. On XX/XX/XXXX, I received an email response from the Insurance Department, Shellpointteam requesting the XXXX HOA Hazard Insurance policy. The Shellpointteam further stated once the required Certificate of Insurance is received a request will be submitted to flat cancel the XXXX XXXX XXXX XXXX XXXX and a full refund will be issued. I am not in receipt of an XXXX XXXX XXXX XXXX XXXX coverage. There is no evidence of XXXX XXXX XXXXXXXX XXXX with XXXX. I was provided via mail ( insurance department ) & email ( XXXX XXXX ) evidence of XXXX Lender Placed Hazard Insurance coverage with XXXX XXXX XXXX XXXX XXXXXXXX XXXX Please note the property address affiliated with the mortgage has overlapping insurance coverage, HOA Hazard Insurance and XXXX XXXX XXXX. On XX/XX/XXXX, I emailed proof of hazard insurance, XXXX Certificate of Insurance as requested. Again, the insurance department has not responded or conveyed any concerns regarding the submitted 2022 Certificate of Insurance. There has been no mention about hazard insurance coverage from Shellpoint until I recently received a letter dated XX/XX/XXXX from Shellpoint Insurance Department regarding a Lender Placed Insurance policy rate increase, effective XX/XX/XXXX. On XX/XX/XXXX, I mailed a Notice of Error letter to Shellpoint Mortgage Servicing & Shellpoint Insurance Department regarding the XX/XX/XXXX letter I received. Moving forward I rather not continue having communication difficulties submitting proof HOA Hazard insurance due to ShellPoint Mortgage Servicing Insurance Department actions and lack thereof. I had an similar experience with Shellpoint Mortgage in XX/XX/XXXX, submitting proof of hazard insurance via fax. There were claims of not receiving proof of hazard insurance via fax. Per Shellpoint Insurance Department there was a " problem with the fax ''. Thereafter, I requested an email address. I emailed the Certificate of Insurance twice before the insurance department acknowledged receipt of the document. Due to various unsuccessful efforts to resolve this matter, I welcome the assistance of Consumer Financial Protection Bureau to resolve this matter. I am concerned about being victim of insurance fraud and predatory lending. On XX/XX/XXXX, Shellpoint Insurance Department paid my XXXXXXXX XXXX XXXX which is unusual. I was not informed about the payment and I did not authorize the payment. I've attached supporting documentation as follows : email correspondence, notice of error, bind letter, Certificate of Insurance, Fax cover letter, XX/XX/XXXX notice, XX/XX/XXXX letter and Condo Insurance payment screenshot. I prefer if Shellpoint Insurance Department contact the HOA Property Manager and/or the HOA Insurer affiliated with the property address to obtain the " required/acceptable '' proof of hazard coverage. Shellpoint Insurance Department claims the Certificate of Insurance I submitted is not " required or " acceptable proof of hazard insurance '', without explanation. I'm seeking to cancel the Lender Placed Insurance, receive a full refund with interest for the Lender Placed Insurance premium and receive an updated Escrow Analysis. Until then I am seeking to suspend insurance premium payments & the premium increase. Please let me know if you require additional information. Thank you for your attention with this matter. I look forward to your response. Sincerely, Concerned Consumer
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I paid off the balance due on my mortgage via wire transfer. I still had approximately {$2000.00} in my escrow account. I have attached my XX/XX/XXXX statement, showing the principal due and the escrow balance, and a confirmation from my bank of the wire transfer. The mortgage holder has informed me, in a phone conversation, that it would take about 30 days for them to refund the escrow amount. While not a major problem for me personally, I find this practice outrageous. I see no reason why the money should not be refunded much more quickly - within a few days at most. Doing this every time a mortgage is paid off puts a huge amount of money in their pocket, for no reason.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am trying to sell my house and the title company says there is a lien on my house from 23 years ago. Ditech had my mortgage and went bankrupt. XXXX took over the mortgage but Ditech did not release the lien. Now the mortgage is in XXXX ( XXXX ) hands. I need the lien released for the title company to sell my house.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage has been in default since XX/XX/2022. I received a letter regarding a pending foreclosure scheduled to occur on XX/XX/2022. I have since come up with the full amount to cure the debt and attempted to make a payment on Monday, XX/XX/2022. On Monday, I was told that a reinstatement letter needed to be issued and was assured that the letter would be available by XX/XX/2022. I was advised that I would receive a call on that day and never received that call. I have tried to make the defaulted payment several times this week and have been given the run around as if the company is trying to buy time until the date of the foreclosure. They have advised me the reinstatement letter has still yet to be generated by the attorneys and can not provide me with consistent information. I do not know when this letter will come if its even going to come at all. I have the money to cure my debt but the company has been unwilling to cooperate with me making the payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35126
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A