Date Received: 2023-01-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On multiple occasions I have addressed the wrong reporting that the company has sent over to XXXX. There is no payment history which is missing since XXXX and also the company has sold several times and passed my information along while providing inaccurate information. Each time I am ignored and responded too late. I want this account deleted from my XXXX account.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CO
Zip: 80124
Submitted Via: Web
Date Sent: 2023-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX and Shell Point using predatory lending practices. Foreclosed on my house in Florida twice 9 years apart never took the house out of my name off the house or mortgage messed up my credit score and forced me into bankruptcy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Around XX/XX/XXXX there was a mix up in my checking account, resulting in an NSF for our mortgage payment to NewRez XXXX XXXX. Again in XXXX, as we were trying to sort out the checking account mix-up, there was a XXXX NSF. As a result of this, NewRez revoked our XXXX accessibility and told us that we would be able to set it up again after 6 months of on-time payments. We completed/fulfilled this. On XX/XX/XXXX I reached out to XXXX to request the ability to setup XXXX again online. They responded on XX/XX/XXXX that the XXXX XXXX had been removed and I could establish XXXX again online. After trying a few times in XXXX, I gave up and manually made the payment for XXXX. On XX/XX/XXXX, I again attempted to setup ACH, however, it still indicates there is a block. I sent another message that day. However, a few days later I received no response and still dont have the ability to set up XXXX. I again sent another message on XX/XX/XXXX, however, I have still not received a response from them regarding this issue. NewRez has made it extraordinary difficult to make payments online, pay fees associated with the NSF/late fees, in a way that I feel is predatory in nature. As it stands now, Im still not able to establish XXXX, even though I was told a month ago this was unblocked for me and I have not received any responses to my follow-up messages. I then filed a complaint with CFPB on XX/XX/XXXX regarding this situation. I received a response on XX/XX/XXXX, indicating that they have " Restored access to enrollment in automatic recurring payment plan. '' After making my XXXX payment on time, I logged in to the website today, XX/XX/XXXX to setup automatic draft payments. However, the website still gives me this message : " We are sorry, but we are unable to accept recurring payments from you at this time. '' This is extremely frustrating that the company on multiple occasions has said that they have restored automatic drafts but not in fact done so. I would like to see this escalated back to NewRez and have a supervisor that can handle this take a look at the issue.
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: NC
Zip: 27106
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-22
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I was informed by my mortage company XXXX Newrez/Shell Point Mortage Loan XXXX XXXX ) that my payments would be increasing on XX/XX/, by {$190.00} per month because of an escrow analysis of my account and the reason was because XXXX who is my mortage insurance and my auto insurance company had sent over a request for the cost of the home insurance and later sent another request for the cost of the auto insurance as well policy # GIC XXXX XXXX both were paid But I pay XXXX {$250.00} XXXX month from a draft from my checking account for auto insurance, I tried talking to them but they say they only got the money they were supposed to have for the mortage insurance and they haung up the phone on my last call. So I asked the mortage company for proof of what they were saying and the sent me an escrow summary report and it shows that indeed XXXX did get the money just as stated and the balance for my escrow account is still in the negative. So they are getting paid twice for the auto insurance and are refuseing to refund my money back to the mortage company so that my house payment will go back down, this is the bases of my compliant but there is much more. I also think this is a violation of my XXXX to privacy for XXXX to send any information about my auto insurance to anyone including my mortage company.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NC
Zip: 27530
Submitted Via: Web
Date Sent: 2023-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Subject : Complaint against Newrez Mortgage Company for Poor Communication and Lack of Assistance by Team Member XXXX XXXX To Whom It May Concern, I am writing to file a complaint against Newrez Mortgage Company for their poor communication and lack of assistance in a timely manner, specifically by team member XXXX XXXX. I have been trying to work with the company to resolve an issue with my mortgage and have consistently been met with unresponsiveness, lack of interest, and poor communication by XXXX XXXX XXXX. I have attempted to reach out to the company through phone calls, emails, and letters, but have received little to no response. When I do receive a response, it is often delayed and inadequate. I have also made multiple attempts to reach out to XXXX XXXX XXXX specifically, but have been met with the same lack of interest and poor communication. As a result of this poor communication and lack of assistance, I have been unable to resolve my issue with my mortgage and am left feeling frustrated and disheartened. I strongly urge the Consumer Financial Protection Bureau to take appropriate action to address this issue and ensure that Newrez Mortgage Company improves its communication and assistance to its customers. Thank you for your time and attention to this matter. Sincerely,
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 32763
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They have taken over {$3000.00} of mine just missing off of my mortgage payments they subtract ed more when I complain last time they took {$1900.00} from me last time I complained I want an audit done on this otherwise I'm going to the FBI
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33952
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Mortgage company stole my insurance money. We've been dealing with this since XX/XX/XXXX. Have already demanded and completed the post-loss inspection and submitted XXXX and other internal documents. They requested an inspection ( completed XX/XX/XXXX ). They still have refused to sign or endorse check, even though their own completed inspection report says that the mortgage company will place no liens or holds against the property. The money is my property. They know this and are intentionally refusing their endorsement and will soon make the insurance proceeds useless. My check is set to void XX/XX/XXXX and still there is no definite timeline of when, or if they will allow, the check to be deposited. If that happens i've lXXXX XXXX XXXX XXXX XXXX XXXX directly by the company 's actions even AFTER complying with their contracts and terms and we'll be left with no options. The mortgage company has decided to keep my money they have no legal or contractual right to, and we are concerned that the check will void before they ever do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Two separate {$1000.00} principal only payments were sent to the mortgage servicing company on XX/XX/XXXX and XX/XX/XXXX but the company has not applied those payments to reduce the remaining unpaid balance. The company just ignores my concern and will not respond. Send emails on XX/XX/XXXX and XX/XX/XXXX along with written letter mailed on XX/XX/XXXX, but no communication and problem not fixed.
Company Response: Company disputes the facts presented in the complaint
State: CA
Zip: 95404
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I entered into a Covid payment deferment plan with XXXX. I had two conversations with them to ensure my payments would be temporarily paused. My account was subsequently transferred to a shellpoint mortgage servicing company and reported as past due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I called Newrez Shellpoint. For some unknown reason my automatic payment that has existed for years was stopped. I was fined for nonpayment in XXXX. I called and made my payment for XXXX and XXXX over the phone. They confirmed my payment. But, it seems Newzez or shell point recorded my bank number incorrectly. They never notified my of the problem. When I called them on the XXXX they said it is the banks job. They fined me again. Their customer service stone walled my questions and concerns. I have had this montage for years, no late payments. I am emailing my concerns because their phone behavior was outrageous and made me wonder ... ... lAre they targeting 3 % loans, is their training so poor they can be not helpful communication with customers, are they conducting shabby business practices???? My concerns stem from the abruptness of the rejection of the automatic payment ... is this a good audience to target, in addition to their lack of explanation and correcting the problem. In advance thank you for investigating Newrez business practices. XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A