NewRez LLC complaints

Your complaint states the escrow department has not responded to your recent request for information regarding your property taxes. You are a veteran and are exempt from paying your property taxes. Per the enclosed Initial Escrow Account Disclosure Statement, the loan originated with an escrow account for both taxes and insurance. Newrez is notified through a report called a Tax Assessment Roll (“TAR”) of the total amount of taxes due for each installment. Upon receipt of the TAR for upcoming installments, the tax amount is updated in our system and paid for the correct amount due. As such, your tax installment is set up to be reported and reviewed for payment through our TAR process. Based on the information provided through TAR, a payment in the amount of $2,151.49 was disbursed to the city of Philadelphia on October 2, 2023. On October 11, 2023, you spoke with our Tax Department, as you had previously provided proof you were exempt from taxes but a payment had been recently disbursed. During the call, you were informed that on October 2, 2023, it was verified with the tax collector’s office that the 2023 property taxes were due for $2,151.59 and that your exemption was partially approved for 2024. You were instructed to contact the tax collector’s office to dispute the payment disbursed October 2, 2023. On November 9, 2023, you spoke with our Tax Department and informed them the information we had on file was incorrect as your exemption was approved in 2022. On November 14, 2023, our Tax Department was able to confirm with the Tax Assessor’s office that you were 100 exempt from taxes and that a refund for the taxes paid on October 2, 2023 would be issued. We can confirm your account has been noted with the exemption and your tax lines have been updated to $0.00. To adjust your installments, an escrow analysis was completed December 19, 2023. Per the enclosed analysis, there is an escrow shortage in the amount of $2,230.46 to be collected over 60 months and your installments decreased from $1,768.29 to $1,667.19, effective with the January 1, 2024 installment. Once the refund from Philadelphia is received, the funds will be placed back in the escrow account and a new escrow analysis will be completed. We are closely monitoring the pending refund. As of the date of this correspondence, the loan is next due for the January 1, 2024 installment of $1,667.19. Although Shellpoint apologizes for any inconvenience, we have been unable to determine that an error occurred after investigating your dispute. You have the right to request documentation supporting our determination. Should you have further questions, you may reach us through our Contact Us page by accessing our website, www.newrez.com and logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your email from there and upload any supporting documents. Alternatively, you may contact me directly at patricia.doratt@newrez.com or by phone at (864) 248-6910. Additionally, you may also contact our Customer Service Department at (800) 365-7107.

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In reviewing your complaint, we determined we received similar correspondence in our office on March 15, 2022, and we responded to this communication on April 8, 2022. We feel the previous response addresses the same concerns expressed in your complaint; however, to provide further clarification we are providing the following information. As of the date of this communication, your principal balance is $238,431.66. Please note, this amount does not include any interest, fees, debits, or credits that may have accrued to date. Because interest, payments, credits, fees, and other permissible charges can continue to cause the loan balance to vary from day to day, you should contact us at 800-365-7107 to determine the exact balance. Per your request, please review the following loan information: The current owner of this loan is FHLMC VPC D90 209967 and their address is: 1100 Virginia Drive Suite 125 This loan was originated with Quicken Loan Inc. on June 25, 2018. The term of the loan is 360 months. The original amount of the principal obligation under the mortgage was $246,000.00. The original and current interest rate of this fixed rate loan is 4.625. The escrow balance on the loan is currently –$9,594.04. Payments are to be made on the 1st of each month, beginning August 1, 2018, plus any remaining amount due on the maturity date of July 1, 2048. Shellpoint has not received a payment since beginning to service the loan. As of the date of this letter, the loan is past due for the payment due January 1, 2020. When the loan was acquired by Shellpoint on January 3, 2022, the loan was contractually past due for the January 2020 through January 2022 installments. Payments have not been received by Shellpoint since the date it was acquired. During the 60-day period beginning on the date of transfer Shellpoint does not assess late charges or report the loan to the credit bureaus for the first 60 days after the servicing transfer; therefore, starting with the March 2022 installment, the loan has been reported as 180+ days past due with the CRAs. The information reported to the CRAs has been deemed to be true and correct according to account records. If, after review of the information and documentation herein, you believe there are errors in the information Shellpoint has furnished to the CRAs, please provide specific details regarding those errors and any supporting documentation you have, and Shellpoint will gladly assist further. Additional information should be forwarded to: Shellpoint Mortgage Servicing Attn: Disputes department PO Box 10826 Greenville, SC 29603 Fax: 866-467-1184 Under federal law, Shellpoint must treat every consumer fairly and equally by reporting true and accurate information to the Consumer Reporting Agencies. Shellpoint cannot extend a favor or courtesy. As previously explained, in order to investigate your fraud allegation, Shellpoint requires the following documents: Legible copies of your picture identification and social security card. Completed identity theft affidavit regarding your allegations and any loan documents you believe reflect your unauthorized signature. Please ensure the affidavit is notarized by a notary public in order for it to be valid. Copy of the police report filed regarding this alleged fraud/identity theft. If you have not filed a police report but intend to, do not hesitate sending the remaining documents. A copy of the police report can be sent to us at a later date. Completed Denial of Financial Responsibility Declaration. Copies of any additional documentation you may have in connection with your allegation. Shellpoint has no record of receiving the necessary documents. Documentation should be forwarded to: Shellpoint Mortgage Servicing Disputes Department P.O. Box 10826 Greenville, SC 29603 OR Fax: 866-467-1137 As previously explained, the servicing of this account was transferred from LoanCare to Shellpoint on January 3, 2022. The transfer of servicing does not affect the account terms and conditions other than those related to the servicing of the account. Please note that Shellpoint neither originated nor owns the account but merely services it for a third party. As of the date of this correspondece, the loan is contractually past due for the January 2020 through July 2022 installments. Although Shellpoint apologizes for any inconvenience, we have been unable to determine that an error occurred after investigating your dispute. You have the right to request documentation supporting our determination Should you have further questions, you may reach us through our Contact Us page by accessing our website shellpointmtg.com and logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your email from there and upload any supporting documents. Alternatively, you may contact me directly at patricia.doratt@shellpointmtg.com or by phone at (864) 248-6910.

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