Date Received: 2023-11-16
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: I NEVER HAD BUSINESS WITH THIS FRAUDULENT COMPANY SHELL POINT LOAN # XXXX THEY SAY I OWE THEM {$910000.00} WHEN I NEVER HAD BUSINESS WITH THEM MAIL LOANSERVIVING@NEWREZ.COM NEWREZ.COM
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11369
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: NewRez is using their Loss Draft department to earn profit at their clients expense. I am trying to get my insurance proceeds released to me. I have completed and complied with all the applicable requeiments and documents however NewRez Loss Draft department continues to delay for no valid reason. They are doing this intentionally so they can hold onto clients money longer and earn more interest on our funds however they are causing harm to clients by intentionally delaying the misleading clients for these payments. I will have stops to project work and or financial costs to float the funds while NewRez intentionally delays processing for their gain. They have also lied to me many times about how long it will take to process my funding and over several phone calls i have discovere their is no real reason they are dragging their feet leading m to the conclusion it is only for thier financial gain. This would probably be a great class action lawsuit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60631
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: Shellpoint / NewRez has not applied a payment made on XX/XX/2023 for the XXXX Payment to my mortgage account ( XXXX ) ( note that the check was dated XX/XX/2023 ) On XXXX and XXXX XXXX proof of payment was provided via screen shots of my wife 's XXXX XXXX XXXX XXXX ( XXXX ) Account. On XXXX and XXXX XXXX proof of payment was provided via copy of the XXXX check cashed by Shellpoint/NewRez on XX/XX/2023, a letter from XXXX stating XXXX the check was sent and cashed and the correlating funds were removed from my wife 's XXXX account. On XXXX XXXX, I contacted Shellpoint again, because the payment was still not reflected on the mortgage statement. Shellpoint responded with a letter that they could not find any error in billing, even though the XXXX check was cashed, and XXXX provided a letter stating such. I made an ADDITIONAL payment on XXXX XXXX, to avoid a late fee, and any negative impact on my credit, but I DO NOT CONCEED that the XXXX payment was not made on XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I requested a 6 mos temp mort. home loan modification while awaiting XXXX benefits. I did not request a refinance from the Newrez mort. Co. I had 9 years left on a 30 yr mort. Newrez discarded my 21 yrs of equity paid and created another 30 yr mort loan. I have called Newrez for assistance with this matter to no avail. I am paying 60 yrs on a mort. that was 30 yrs with only 9 yrs left to pay it off at the time. I am paying PMI all over again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77083
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: My concern pertains to the account in question, which is erroneously listed as a late payment account. I insist that you furnish concrete evidence of this account being late and, if such evidence is not forthcoming, I demand the immediate removal of the negative payment status associated with this account from my credit report. As I am looking over my credit report, this account is incorrectly being reported as a late payment account. Please provide proof of the account was 30 days late and delete the negative payment status on this account. XXXX XXXX. I take this matter seriously, and I expect a thorough investigation into this dispute as well as a resolution that aligns with the laws and guidelines set forth to ensure accurate credit reporting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: My mortgage, serviced by NewRez ( and previously XXXX XXXX XXXX XXXX refuses to acknowledge receipt of and properly apply my BPO to my PMI removal request. I had an ongoing PMI removal process APPROVED by XXXX XXXX XXXX, under final review when NewRez purchased the servicing of my loan. This process too 20+ phone calls in total, due to the following. They repeatedly refused to acknowledge the existence of the XXXX, and kept sending me new BPO request letters, as if the original valid BPO was lost during the move. Even after paying the exact amount XXXX provided to me to pay for PMI removal ( lump sum oXXXX XXXX ) and getting a valid BPO, they refused to acknowledge it and remove the PMI from my mortgage. Additionally, NewRez has no message portal where users can view their sent and received messages, and their mortgage servicing department can't even see the messages you sent! This leads to messages being sent into the void, with NewRez servicing constantly gaslighting users about what messages they did or didn't send and what was uploaded.
Company Response:
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: We were forced into financially disparate conditions last fall. We knew we were moving from XXXX back to our home in XXXX. We chose to place the XXXX home in forbearance, because we were going to sell in the spring of XXXX. The market conditions are difficult to sell, and our real estate agent recommended possibly doing a VA assumption, since our loan interest rate was only 3.5 %. Called the VA to ensure a loan in forbearance could be assumed, VA gave us confirmation that we could. Called the lender, NewRez / Shellpoint, and they confirmed that we could do an assumption while in forbearance. When we applied for the opening of the we received an email from the lender that the loan was approved to move forward as an assumption. We have gone under contract with a buyer, but the assumption process has been difficult and has caused significant difficulty in our transaction. Due to the friction with this transaction, the buyer has now notified us that the may file suit against us. I need help getting this rigid process back on track.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Attached is another threat. I've not missed one payment. This Bureau has the duty and responsibility to stop this type of fraud and it needs to cease and desist. They are acting fraudulent and ignore all requests to stop this illegal activity
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92804
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: I received a Notice of XXXX XXXX XXXX XXXX by XXXX XXXX XXXX XXXX, Not In Its Individual Capacity But Solely As Trustee Of XXXX XXXX XXXX XXXX Loan Trust XXXX. They recently as of XX/XX/2023 acquired this mortgage from XXXX XXXXXXXX XXXX XXXXXXXX, XXXX. They are willfully neglecting my right trying to take my house which they don't have any interest in this house. I have requested for the original note and the original mortgage documents which they have not produced. They refused to work any modification with me they are only interested in forclosing on my house trying to get the XXXX to get a referree to get a sale date on my house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: The Loan # associated with this request is XXXX. In late XXXX, I requested a re-amortization as required by my promissory note related to a XXXX XXXX paydown that I made on my loan in the amount of XXXX. Shellpoint properly applied the principal reduction and prepayment penalties, but has yet to complete my request for a re-amortization. Today, I called for an update on the request and was informed that the ticket was cancelled without communication or explanation as to why. My request is for Shellpoint to complete the re-amortization before my XX/XX/XXXX payment comes due. The following excerpt from my promissory note outlines why I believe the re-amortization is required ( XXXX XXXX XXXX XXXX ), not to mention that a similar transaction has already been completed on the same loan related to a similar prior transaction : " ... upon any additional advance of funds Holder shall recalculate the amount of the monthly principal and interest payment owing for the remainder of the Note term, based on the new outstanding principal balance and the interest rate then in effect, and such revised principal and interest payment shall be due commencing on the first ( XXXX XXXX ) day of the month immediately following the month in which such additional advance or prepayment ( as applicable ) is made ... ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A