Date Received: 2020-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New rez bought my loan back in XXXX or XXXX. My payment WAS XXXX and I had just refinanced the year prior so I know all the numbers were correct. Newrez didn't have my loan but maybe 2 months before they raised my payments by almost 90 a month. They first told me we had an increase in taxes. ( I am the # XXXX XXXX XXXX XXXX and XXXX XXXX in my community so I knew that was untrue ) the second call they told me that the escrow department REFUSED to look into it. They are holding almost 1500 MORE than my taxes and insurnace is. I plannned on refinancing but now I have to wait until we are back to work. Then they send me a letter stating they put us in forbearance. We didn't ask for that. Being in the industry i would never ask for that. I know how misleading and damaging that is to someone credit. I requested a call back 3 times ( still haven't heard anything ) on why they did anything with our loan. I just logged on to pay my XXXX mortgage and once again they raised it by another XXXX dollars. They are already holding an extra XXXX dollars. My taxes are about XXXX ( and that is guessing high ) my insurnace is XXXX ... they are holding XXXX a month. Over 6500 a year. This is uncalled for and I believe an abuse of power. I have sent my mortgage info in to the XXXX, state attorney General, you ( now for the 2nd time ) and several mortgage brokers i do business with and all.of them have said this is NOT they way mortgages are to be calculated. Not one. This is my second time filing this complaint and the company did nothing but make excuses the first time. What they are doing is wrong and unethical. I have spoke over 50 shell point customers in my area and not one had good things to say. Not one. I am looking for the consumer finance department to please help me before I am forced to hire a lawyer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020 the mortgage company sold to a new company. I received a letter at the end of XXXX from the new company stating that payments for XXXX could not be recieved by them until XX/XX/XXXX and after. I made the payment on the phone on XX/XX/XXXX and it is credited on my account when I view my statement on the website. At the end of XXXX, I received the payment coupon for the XXXX payment. It stated I needed to pay {$450.00}. XXXX. I called the company after looking on line and seeing a totally different amount to pay. I did not receive a return call. I emailed the company on XX/XX/XXXX and received a letter in the mail on XX/XX/XXXX stating that the mortgage company received my inquiry and would get back to me. They have not and it is XX/XX/XXXX! I sent in the coupon they gave me with a check for XXXX which was cleared by my bank on XX/XX/XXXX. The check was sent before the due date. This amount is not shown as credited on my account as of today, XX/XX/XXXX. In fact I received the statement for the XXXX payment stating that i had made no payment in XXXX and now owe {$1200.00}. XXXX ( i assume their is also a late fee in there ). I emailed the company on XX/XX/XXXX. I emailed the company on XX/XX/XXXX and I called the company on XX/XX/XXXX with no answer and no replies back to me in any way about what the issue is with my statements and the website since XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92405
Submitted Via: Web
Date Sent: 2020-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Friday XX/XX/XXXX, NewRez LLC was notified in writing via the online account contact feature on its website that I had previously made numerous attempts between XXXX and XXXX of XXXX to contact my previous loan servicer, XXXX XXXX, regarding the cancellation of my escrow account. On XX/XX/XXXX, NewRez replied to my request, and directed me to submit a formal request in writing which contained my signature. On XX/XX/XXXX, I submitted a signed, written statement to comply with their request. As of XXXX XXXX, I have not received any communication from them regarding the matter. As of XX/XX/XXXX, I became a XXXX and XXXX XXXX veteran. In the Commonwealth of Pennsylvania, under Title 51, Chapter 89 Section 8902, any XXXX veteran who has been determined to be XXXX % XXXX and XXXX XXXX due to military service during war or armed conflict, is considered exempt from all property taxes. I informed NewRez LLC previously that I had completed all the necessary paperwork and filing requests with the Commonwealth of Pennsylvania, XXXX County Board of Assessments, and XXXX XXXX XXXX, and provided a copy of the property tax exemption certificate. I then requested cancellation of my escrow account, along with a refund of all funds that had accrued within the escrow account. On XX/XX/XXXX, NewRez LLC proceeded to disperse {$1100.00} from my escrow account to the XXXX XXXX XXXX, despite my previous directives and requests. Because of my property tax exemption under the laws of the Commonwealth of Pennsylvania, the XXXX XXXX XXXX was not entitled to that payment. After several formal written requests, NewRez LLC has taken no action pertaining to to my previous requests regarding the cancellation and full refund of my escrow account. NewRez LLC has failed to both reply and comply with my requests, and have violated my rights under Tile 12 U.S. Code 2605 Subsection ( e ) and have caused irreversible damage to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our former mortgage company was XXXX XXXX. They sold shell point mortgage our loan. We had been on a payment plan with XXXX was caught up. I missed our XXXX payment to Shell Point due to me getting sick. I was completely bedridden between XXXX until XXXX. After 9 ER trips I was finally hospitalized on XXXX the XXXX I got diagnosed with XXXX XXXX. After treatment started I have started on a long recovery ahead of me. We got a letter from a lawyers office from the court on foreclosure process. We tried getting in touch with the mortgage company with no luck our point of contact keeps changing. I got ahold of the lawyers office and they stated they would try and get someone to contact us with no help still. Got a letter from the mortgage company stating they would take an amount to reinstate the loan so called to pay it. After 3 hours of trying to get our point of contact got ahold of him. He took my payments info and said we were good. Then he put me on hold and after coming back on the phone he said we would have to wait on another letter for the full reinstatement amount? Time is ticking away for foreclosure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29730
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the midst of the corona virus and the care act, my mortgage company charged me a late fee as well as reporting a payment as late to the credit bureaus. I have paid all mortgage payments and was only late that one time during corona virus and Id like this removed from my credit report. Payment was due XX/XX/XXXX for {$2600.00}. I paid it on XX/XX/XXXX and paid XXXX on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 274XX
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about on XX/XX/2020, the roof of my residence sustained damage during a high wind storm. On XX/XX/2020, I met with a XXXX XXXX XXXX Adjuster to file a claim for the damage. After inspecting the damage to the roof, the Adjuster issued a check from XXXX XXXX in the amount of {$2900.00} made out to me, XXXX XXXX XXXX, my spouse ( XXXX XXXX XXXX ) and Shellpoint Mortgage ( New Rez ). The XXXX XXXX employee explained it was XXXX XXXX policy that the mortgage company had to be included on the Pay to the order of portion of the check. He went on to explain that I was to send the check into the mortgage company, they would endorse the check and then send it back to me. The XXXX XXXX adjuster indicated this was standard fair and all mortgage companies were in compliance with this measure. On the morning of XX/XX/2020, I contacted New Rez/Shellpoint Mortgage Company and spoke with employee XXXX XXXX. Mr. XXXX provided me with an address to send the check to and he assured me this was a normal procedure and the turn around on receiving the New Rez/Shellpoint endorsed check would be minimal. On the afternoon of XX/XX/2020 I sent the XXXX XXXX Check to New Rez/Shellpoint via United States Postal Service ( USPS ) Priority Mail to the address provided by Mr. XXXX. It should be noted that neither I nor my Spouse endorsed the check. I sent the check with detailed instructions and a self-addressed, stamped envelope. On XX/XX/2020, I called New Rez/Shellpoint Mortgage to ascertain the status of my check. On this date I spoke with New Rez/Shellpoint Employee XXXX XXXX. I explained the situation to Ms. XXXX and she stated her colleague, Mr. XXXX had provided me with the wrong mailing address. Ms. XXXX assured me that she would look into this matter and try to get it resolved. I did not hear back from Ms. XXXX, so on XX/XX/2020 I called XXXX XXXX representative XXXX XXXX. MrXXXX XXXX advised me that New Rez/Shellpoint Mortgage had cashed my check within days of receiving it. Mr. XXXX emailed me a PDF image of the cashed check he had received from the bank. I then called New Rez/Shellpoint Mortgage Company back. This time I spoke with Employee XXXX XXXX. I sent Ms. XXXX an email message containing the PDF image of the check her company had cashed. I advised Ms. XXXX that neither I, nor my spouse had endorsed the check and that New Rez/Shellpoint did not have my permission to cash the check. Ms. XXXX was eventually able to locate the funds and she stated she was in the process of returning the funds to me. Since XX/XX/2020, I have either emailed or called New Rez/Shellpoint Mortgage every day in an effort to ascertain the status of my check that New Rez/Shellpoint cashed without my endorsement or my authorization. On XX/XX/2020, I emailed XXXX XXXX, Manager at New Rez/Shellpoint Mortgage. Mr. XXXX indicated they were still in the process of locating my funds. On XX/XX/2020, I prepared a check for my monthly mortgage payment to New Rez/Shellpoint Mortgage. As I reviewed my mortgage statement, I discovered that New Rez/Shellpoint had credited {$2900.00} to my account as a payment. It should be noted that I had previously paid my mortgage for the month of XXXX, but New Rez/Shellpoint decided to take {$400.00} in interest and {$750.00} to Escrow. In point of fact, having previously paid my mortgage for the month of XXXX, then the entire {$2900.00} should have been applied to the principal on the note. I am well aware that intent is a key factor in proving any case in a court of law. Aside from the fact that New Rez/Shellpoint cashed a check made out to me and my spouse without our endorsement, the fact that the entire amount was not credited towards the principal balance is further evidence of bad intent on the part of this corrupt organization. I do not believe that New Rez/Shellpoint Mortgage or their employees have acted in an ethical or professional manner, nor do I believe that they have any intention of returning the funds they stole. I do not believe for a minute that if I were to be a month behind on my mortgage payment that New Rez/Shellpoint would take such a nonchalant attitude about me locating the funds due to them. Furthermore, I believe that New Rez/Shellpoint may very well have committed a crime by cashing a check that was made out for payment to myself and my spouse without our endorsement and without our permission. The check was mailed and crossed state lines which brings into question the violation of wire fraud laws as well. I sincerely hope your organization can help me to recover my money and shed light on the bastion of criminality and ineptitude that is New Rez/Shellpoint Mortgage.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently refinanced my home mortgage and my loan was sold to NewRez. After three weeks of phone calls trying to contact NewRez, my new mortgage lender, I was finally able to reach a phone representative ( XXXX ) on XX/XX/2020, and I explained my situation to her. I told her, " I am a XXXX XXXX, and my XXXX XXXX will end on Friday, XX/XX/XXXX, and I will be unemployed related to COVID-19. I am calling to find out my options. '' XXXX took my information and said, " You don't need to pay your XX/XX/XXXX mortgage payment. I just made a note in the system. Someone from the NewRez mortgage department will be contacting you within seven to ten days to discuss your options. '' I thanked her, and clarified that " I am not interested in a ( COVID ) FORBEARANCE PLAN. That is not an option for me because the cumulative owed payments will be due at the end of three months. '' I asked her if she was a mortgage person, and she said she was NOT. She was simply fielding phone calls. Well, nobody called me, and I received a letter from NewRez ( my mortgage lender ) in the mail yesterday, Friday, XX/XX/2020. The letter states that my lender has placed my mortgage in FORBEARANCE. I almost lost my mind! That is exactly what I DID NOT WANT! I did NOT make this request! I DID NOT APPROVE THIS PLAN! I was completely misled by this phone representative. I have tried contacting my lender, NEWREZ, LLC, but nobody picks up the phone. They have a recorded outgoing voicemail stating, " Your point person is not available right now. This voicemail is full. '' I plan on calling NewRez on Monday at XXXX XXXX ( EST ), as soon as they open their phone lines. According to the second letter I received today from NewRez/Shellpoint Morgage Servicing, I was appointed a foreberance representative : XXXX XXXX. Her phone number is : XXXX, Ext. XXXX. I am going to request her to take me off this FORBEARANCE PLAN immediately. I did not apply for this plan. I did not approve this plan. NOBODY CALLED ME to discuss my options as indicated by XXXX, the phone representative I spoke to. I am PRAYING that this is not going to impact my credit report adversely because I know it can. I will request they reverse or repair any potential damage to my credit report, immediately. And, I am prepared to make my XX/XX/XXXX mortgage payment, but I will not pay it under the FORBEARANCE PLAN because I want to pay my XXXX, 2020 NewRez mortgage payment. I have documented everything, and I need help removing my home mortgage loan from this COVID FOREBEARANCE PLAN ASAP! Please warn everybody against this lender, especially during these pandemic times! How dare they put me on this plan without asking for my permission? And, how can they legally do something like this without speaking to me or my signing a document? The phone representative misinformed me and misled me to believe that someone was going to contact me to offer me options. PLEASE, PLEASE help me. Time is of the essence as I do not want to make a late mortgage payment due to this company 's fraudulent actions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02150
Submitted Via: Web
Date Sent: 2020-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After I asked for a forbearance the mortgage company offered three months, not six. Then began many confused and erroneous communications. First they said I was late on the payment after confirmed for forbearance, then they retracted that. Then I was told I needed to pay escrow and then that was retracted. Finally the forbearance seems to be real but almost entirely useless because the entire amount is due at the end of three months. The point of contact has intermittently replied and then ignored me for many days. I was told that after the three months, I would have to pay all three months of forbearance in one lump payment. This is a useless and not acceptable solution. My understanding is that the CARES act informs mortgage servicers to behave differently. When on Friday XX/XX/XXXX, after being on hold for 1.5 hours, I finally got to speak to someone about these concerns, the man on the phone told me that the forbearance payment being due at the end of three months was not negotiable. When I asked why, he said the investors had not approved a deferment. When I asked what I could do about this situation ( I asked this question in at least three different ways ) he told me that I could make a payment. This was the solution offered. I have never paid late and have excellent credit. I own a XXXX XXXX XXXX XXXX XXXX and my family lives on the money this business generates. As everyone knows, all public events are cancelled and therefore my income is XXXX. There was no effort by the mortgage to take any of this into account. I have read the latest CARES act rules and this is an affront to both myself and the law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94601
Submitted Via: Web
Date Sent: 2020-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I bought my house 16 years ago. In XX/XX/XXXX, I was struggling with health issues and was unable to make my mortgage payment. At the end of XX/XX/XXXX, I contacted my mortgage company XXXX to request a forbearance as I was XXXX awaiting XXXX in XX/XX/XXXX. They advised me that they had sold my mortgage and gave me a phone number to call. I had not received anything advising me of this sale. In XXXX, after my XXXX, I called the number that had been provided to me. I was advised they are servicing my mortgage and I would receive a statement. On XXXX XXXX, XXXX, I called them again and they told me I had to pay {$10000.00} to bring my mortgage Shellpoint acct # XXXX to good standing. I processed my payment though my bank ( XXXX Bank ) for two payments {$5000.00} and {$5600.00} both of which were withdrawn from my account on XX/XX/XXXX. When XXXX rolled around, I received a statement from Shellpoint Mortgage Sevicing asking me to pay {$2100.00} which was my usual {$2000.00} plus fees. I sent the payment to Shellpoint Mortgage Servicing and on XX/XX/XXXX ( my mortgage due date is the XXXX of each month ), the funds were withdrawn from my account. On XX/XX/XXXX the payment was refused by Shellpoint Mortgage Servicing. I contacted Shellpoint and spoke to XXXX ID # XXXX who advised me she could not see the payment made in XXXX yet it had been withdrawn from my account on XX/XX/XXXX. She advised me to give them time to investigate before submitting the XXXX payment again. I voiced my concern with being charged a late fee and she said she would contact me in two business days which would be XX/XX/XXXX. When I did not hear from her, I went ahead and resubmitted the payment and it was again withdrawn from my account on XX/XX/XXXX and then again returned on XX/XX/XXXX. Confused, on XX/XX/XXXX, I again called Shellpoint Mortgage Servicing and was connected to XXXX XXXX ( Phone # XXXX ) who verbally advised me that my payment was being rejected because my mortgage had been put in foreclosure. I asked why because as far as I was concerned I had paid it off and bought it up to date with the payment of {$10000.00} withdrawn from my account on XX/XX/XXXX. She advised me not to send the payment and wait to be contacted with the total due including lawyer fees. Please note, I have never been advised I was in any sort of foreclosure. This verbal notice is the first I have heard of any foreclosure. When they accepted the XXXX payment, which is what I was told was due and even received a statement for, I as a consumer believed I had caught up. That's why I sent my regular payment in XXXX. I am now very confused and believe I am being bullied into foreclosure. I have lived in this house for 16 years and had it not been for my XXXX I would have never fallen behind on my payments. I was not even made aware when my mortgage was sold. Please help me. i feel like I will now be paying high lawyer fees which will likely put me in a position of not being able to make the mortgage payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08859
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX -called and emailed and sent in a letter notifying them that the property tax payment date was the delinquent date and that it needed to be paid prior to going delinquent. XX/XX/XXXX Called they said it was paid and would go directly to the county treasurer XX/XX/XXXXTalked to Them they said it is sent to XX/XX/XXXXa third party company and yes it should of been sent sooner he assured me that they would pay any late fees. -I also mailed a letter requesting they start paying it in a more timely manner. And that they fix all errors and fees XX/XX/XXXX Told them XXXX county already added late fees/delinquency*Which may be reversed depending on time stamp but it shouldnt of even come to this if the had paid it in a timely manner to allow for processing time with their 3rd party. They need to get in contact with XXXX county via website or phone and see if the late fees will still be in effect after payment is received. . I asked them how they go about paying the fees and if it would be done in a timely manner they had no answer just have the run around. when you call no one has answers and is rude and wont listen to why you are calling if you try explaining they raise their voice and ask you to listen to them or just repeats the same thing but refuses to resolve issues. Attached documents dont include the two letters that I sent which I also have copies of.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85742
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A