Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I was notified by the previous mortgage serviced that my mortgage was sold and would be transferred effective XX/XX/year>. I was told that I would receive a statement from the new company with the loan number. Ive been to the site servers times and tried to find the loan through my social security number and have been unable to. I also tried contacting the company and the phone number listed on the website is not in service. They claim to be XXXX accredited with an A+ but I am unable to get in contact with a company that I am attempting to make a payment to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48207
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: Late Charges XXXX + NSF XXXX + Other XXXX = {$880.00} total fees XX/XX/XXXX to XX/XX/XXXX Hardship due to medical condition + prescription costs. I applied for loan modification. XXXX I was back to health, my mortgage current. Next mortgage due date is XX/XX/XXXX The fees are way too exuberant.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: In XX/XX/XXXXXXXX when we completed a mortgage with XXXX, now Newrez, they assured us that the mortgage insurance payments would be removed from our monthly bill when we reached the minimum percentage of home cost. That event occurred six months after the mortgage was initiated but XXXXNewrez did not make the adjustment. When I discovered the problem in XXXX, Newrez said they would fix it and look into the possibility of reimbursement. After numerous attempts on my part to contact them, Newrez hasnt resolved the problem. Moreover, their mortgage statements do not identify mortgage insurance amounts so it is difficult for a consumer to know.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have a conventional mortgage with NewRez. In XX/XX/XXXX they placed a Lender based Insurance on it even though we have no escrow as we pay our own through XXXX XXXX. They never informed us. Then in XXXX I noticed that the payment had changed from {$1200.00} to {$2700.00}. I got on the phone on XX/XX/XXXX and after 1 hour they told me they needed the HOA/association insurance papers not mine. I sent it to them. Nothing happened. No action no adjustment. Called them back XX/XX/XXXX was told they needed another year of HOA sent them that immediately, no action, then on XX/XX/XXXX called as payment was pending. Was assured its all fixed but no the payment was pulled extra {$1400.00} and also insurance has not been refunded. Now its XXXX still nothing, payment still shows as {$2700.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37923
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: We set up re-occurring auto-pay with our mortgage company, New Res . It was working just fine. We even got a notice in XXXX, XXXX that they received payment as they always had before on auto-pay. So, of course, we think there's no problem. Then, what seemed to us to be out of the blue, in the middle of XXXX, we get a bunch of delinquency notices demanding we pay for XXXX and XXXX. What?!? There are so many scams out there, at first I thought this was a scam. After all, we were on auto-pay. I immediately called the company, which was on XX/XX/XXXXXXXX to see if it was legitimate and what happened. At first, they gave me an incorrect reason that we had NSF ( non-sufficient funds ). I knew this was false, and I could prove it. At first, the employee maintained their reason, because that was all they knew. They only knew what my account indicated to them. I asked to talk to someone else. The second person gave me a second reason : that my banking routing number had changed or my account had changed. That was the second inaccurate reason. I told them no, nothing has changed and that I could prove it, so we needed to get to the bottom of this!!! They could not help me, as they seemed in the dark. They kept maintaining it was our failure to pay. Finally, after much frustration, I talked to a third person who I think was a manager of some sort. He told me that in XXXX, the company changed their computer banking systems! I'm not sure if it meant they changed banks, computers, or software. But whatever they changed, it caused the AFT payments to be cancelled and they needed to be reestablished by us doing the work to reestablish the auto-pay. Okay, now I understand. Then, why were we given a false reason for this, and why were we not notified ahead of time that our auto-pay was to be cancelled? He did not really give me a reason, but said we were sent notices. Yes, we were sent notices AFTER we were considered delinquent, not before hand to avoid this problem. He said if we paid for the full 2 months right away, all late fees would be taken off. I paid the total ( minus the late fees ) of {$2500.00} that day. We had two late fees, one for XXXX, and one for XXXX. I have documentation showing when we were on auto-pay, that there was nothing on the document that indicated we were on auto-pay ( Document # XXXX ). I also have a document showing they received payment from us on XXXX, XXXX, even thought they did not, so this document is inaccurate ( see Document # XXXX ). I have a copy of one of the delinquency letters they sent from their loss mitigation department. On it I wrote notes from my phone conversation about their bank, not ours, being the one that changed ( see Document # XXXX ). Document # XXXX shows they are labeling this " delinquent, '' with late fees, and I write down our confirmation number showing we paid in full, minus the fees. Document # XXXX shows proof that New Res, as a company, gives incorrect reasons for things. They indicate AGAIN we had NSF to pay, for XXXX of XXXX and that is why our auto-pay was cancelled this time. That was false. We cancelled the auto-pay because my husband won't trust a company 's auto-pay when it has caused us such problems and difficulty getting to the real reason, also causing wrong reporting on both of our credit reports. We discovered that one of the huge problems with the company not giving accurate reasons for things, is that when we call to get answers or resolve a problem, we have great difficulty finding employees who can help. Document # XXXX shows NewRes is still carrying over one of our late fees. I called a second time on this. I was VERY upset at this point, and I was not very nice to the lady I spoke to. I apologize. My complaint remains, however. I requested the second late fee to be taken off, the gal said she'd have to send it to her manager, and I'd find out on the next statement if it was taken off. I looked, and Document # XXXX shows it is still on our statement and being carried over. This, too, has dinged our credit reporting. Please keep attached documents between this government agency, law enforcement, and the parties involved. This is our SECOND MAJOR problem with this company. Our first one was, a few years ago, when they failed to send the bill to our property insurance company, and then when they did not receive payment, they cancelled this policy and started us on one of their choosing at their price. The MAJOR problem with this was that we had an active non-profit youth and horse ranch on our property, and we had gone to great lengths to secure the right insurance that covered our non-profit and equine related activities. I send documentation and functioned as the go-between, between our correct insurance company and this mortgage company on and off for a few months. I got the run around, and was sent to multiple different employees who did not follow through. One employee was no longer working there. Another one seemed to disappear. A third one mysteriously never received all the documentation I sent each time. After sending documentation over 4x, and New Res still not claiming they received it, I finally went to a lawyer. The lawyer explained that these companies often do this so they can give business to property insurance companies they use, getting commissions from them, and most people don't fight this. For us, this would have spelled disaster for our non-profit. Fortunately, New Res finally did the right thing literally the week before, and so the letter from our lawyer was never sent. New Res risked our entire summer youth mentorship program over this incident. Though this claim is not about our first fiasco with this company, it is why we can not let this injustice go, and we strongly urge and request New Res to completely reconcile our current issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 993XX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: At convenient times for reporting my credit score is lowered due to the negative reporting of NewRez. Most often XXXX to XXXX point decrease. In accordance with the Fair Credit Reporting Act. This creditor has violated my rights under 15 USC 1681 section 602 states I have the right to privacy 15 USC 1681 section 604 A section two, it also states that consumer reporting agency can not furnish and I can account without my written instructions under 15 USC is 1666 be a creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purpose. Can you help with the credit let me know if you have late payments?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: We purchased a new home in XXXX of XXXX and paid XXXX XXXX XXXX monthly up until our loan was purchased by New Rez late last year. Prior to the loan being sold, in XX/XX/XXXX, we reached out to XXXX several times to inquire about canceling our XXXX, since we were qualified to do so. We went back and forth with them to get the process started but there always seemed to be a delay getting to the right person there. Finally, we learned from them that our loan was about to be sold and we were told they were unable to start the XXXX Cancelation process until the loan was moved. So, this past of the process delayed things until XXXX. Once the loan was officially sold, when we inquired about restarting the XXXX cancellation process, we were told by New Rez several times that it was still in the process of being moved and to call back. Finally, we were told for the first time that the PMI process could not be started for 60 days after the loan was moved. Neither XXXX nor New Rez told us that we had to wait 60 days after the loan was moved until after it was too late. In XXXX, as soon as the 60 days was up, I called to start the XXXX process. We were sent a form which we completed and mailed in with a check for {$190.00} to pay for the appraisal. The check was cashed and we were sent confirmation that it had been paiod. We were also told the process could take several weeks. When were never heard back after several weeks, I called in again and was told that nothing was being done as they were waiting for us to send in the completed form! I explained to them that the form was completed and signed by both me and my wife and then mailed in using the same envelope as the check they received and cashed. My wife and I both remember signing the form and enclosing it in the envelope with the check. We had been anxiously awaiting this step in the process for 4 months so the fact that they accused us of forgetting to put the form in with the check is 100 % not possible! I asked them why they had not contacted us to tell us to resubmit the form and they said that it was our responsibility to follow up. We did follow up and were told things were in process so that is just another example of them giving us the wrong information and delaying things further. Finally, they sent us a new form which we sent in electronically. We were told that it could take up to 14 days to schedule the appraiser to come out to our house. After the appraiser came out to our house and we completed the online form through his process, we were told it could take another two weeks to be completed. We have still not been contacted after 4 weeks. Throughout this process, we have done everything we have been asked to do and have continually been lied to and told things that caused further delays. At no point did we cause the delay. Meanwhile, we have paid an additional 6 months of our XXXX on top of the {$190.00} we paid to have it canceled. These dalay tactics have put the extra cost to us at over {$800.00}.
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: 49301
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Shellpoint is stating that we are 3 months behind and that our payments were returned, I have proof that the money was withdrawn from our bk account, they reported to our credit reports the we are currently 3 months behind, I was behind in XXXX and had made payment arrangements and was told that it would not impact our credit but the did
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2024-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: The servicing of our mortgage loan was transferred as of XX/XX/2024. We received a letter from the previous servicer stating that our mortgage servicing was being transferred and that if we wanted to make a payment, we could do so by sending the payment on or after XX/XX/XXXX to Shellpoint Mortgage Servicing, Payment Processing, XXXX XXXX XXXX, XXXX, TX XXXX with a phone number of ( XXXX ) XXXX. There is no way that I am sending a payment to this company without a coupon or even a loan number. I tried to call the phone number that was on the letter, but you need a loan number to even talk to a real person. If you have no loan number, the phone just hangs up. In addition, I signed up on their website, and again, could not make a payment because I don't have my new loan number. So, then I called the prior mortgage company, XXXX XXXX at ( XXXX ) XXXX to ask how I can make my XXXX payment. They did not have an answer for me. They told me that I should have received a letter from Shellpoint by now and when I told them that I had not received anything from Shellpoint, they said I should just wait a couple of weeks to see if I get my letter. I asked what I should do if I didn't get a letter and the woman told me that she didn't know because Movement Mortgage would not have the information and therefore, could not help me. She also told me that any late charges would be waived with Shellpoint for the next 60 days, but I know that each day after XXXX that the payment isn't made will accrue more interest. The transfer of this loan and particularly the lack of communication/customer service from the new company is unacceptable. I need my new loan number as soon as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My loan was originally with XXXX XXXX XXXX which has since been acquired by NewRez LLC. I unfortunately had a fire at my home which was covered by insurance. A large 6 figure claims check was sent to the consumer ( me ) to start building back my home. NewRez was attached as an additional party. NewRez states their process is to have the homeowner sign the check and send it to NewRez by which they will, at their discretion, send money to the homeowner for payments. My issue is NewRez REQUIRES an inspection every time money is to be sent to the homeowner, NewRez will then CHARGE THE HOMEOWNER for an inspection that ONLY NEWREZ requires. In the state of Florida, a 4 point inspection is required after any major renovation to be covered by insurance. I'm already paying for a personal inspection, but NewRez WILL charge me for their own inspection. Not even the insurance requires inspections for funds. This is completely immoral and unethical and if NewRez would like to charge an inspection fee to make sure the property meets or exceeds their expectations, it should be the financial responsibility of NewRez. In addition, there's something unsettling about releasing 100 % of the signed funds to NewRez to be used and given at their discretion. I'd never down ANY of this with ANYONE, EVER, yet this seems to be an acceptable practice for my Lender, whom I pay monthly money to for a home already and who is single handedly preventing access to funds to help me continue paying the mortgage. From everyone I've talked to in the industry, this is NOT NORMAL and is behavior that should be reviewed and revised. My home incident was in XXXX, we are currently in XXXX. I'd notified NewRez during several conversations, but they only documented the first portion of the process starting in XXXX. This has been the most infuriating part of the entire claims process. Not the contractors, public adjuster, or claims adjuster, but my Lender - NewRez LLC XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A