Consumer complaint received 2021-01-04
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Shellpoint Partners, LLC (PA)

We have a current mortgage with NewRez. We applied for a refinance in XX/XX/XXXX. We are still waiting for a decision. The company will not follow up. Paystubs had to be resubmitted because they expired in their system because they are taking to long to close. They changed loan processors & no longer had access to our confidential documents. We had to resubmit everything again. They changed the closing date several times. They will not return phone calls. We contacted customer service via email & they said someone will get back to us. They didn't. We spent the money on a appraisal & have a lot of time invested in this. We signed preliminary closing documents in XX/XX/XXXX. All correspondences with the company listed below were pull from emails which are on file if needed ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... 


XX/XX/XXXX Email from XXXX XXXX at NewRez. Online application received. Advised to log into NewRez Portal & attach tax returns, pay stubs, 2 full months of bank statements, homeowners insurance, mortgage statements, drivers license. -- XX/XX/XXXX Received notification from XXXX. NewRez credit inquiry. -- XX/XX/XXXX XXXX XXXX XXXX for title insurance & settlement service. -- XX/XX/XXXX Sent email to XXXX XXXX at NewRez. Said XXXX had two unemployment compensations amounts deposited into his bank account today. Did not file for unemployment. I called my accountant yesterday & she said my social security number was used to file taxes that were not mine. I just now contacted the credit reporting agency & put a freeze on my credit report. Advised him to let me know when it needs to be lifted to run the background on XXXX to process the loan. -- XX/XX/XXXX Received email from XXXX. Said they received my credit as part of the initial process. It was done prior to the freeze being put into effect. -- XX/XX/XXXX Received email from XXXX. They are working on the title & will let us & the lender know one this has been completed. -- XX/XX/XXXX Received email from XXXX XXXX at NewRez. Our loan application has been conditionally approved. Assigned XXXX XXXX at loan processor. -- XX/XX/XXXX NewRez Rate lock signed. Expires XXXX. Loan officer XXXX XXXX. -- XX/XX/XXXX Received email from XXXX XXXX says she's having trouble reaching XXXX employer to verify employment. -- XX/XX/XXXX Sent email to XXXX XXXX for status update. -- XX/XX/XXXX Received email from XXXX XXXX. Introducing herself. She has been re-assigned our loan from XXXX. She is requesting our approval to look over our loan. -- XX/XX/XXXX Received email from XXXX XXXX says having trouble verifying XXXX employment. -- XX/XX/XXXX Emailed XXXX XXXX. Do to COVID-19 XXXX employers office staff is working from home. He sent her all their email & phone numbers. Because she said she couldn't reach anyone. -- XX/XX/XXXX Preliminary Closing Disclosure signed. -- XX/XX/XXXX Sent email to XXXX XXXX for status update. No response. -- XX/XX/XXXX Received email from XXXX. NewRez needs the following documents to process the loan. XXXX paycheck stub because the file has expired. New stubs will need to be submitted. Individual & business tax returns for XXXX. Bank Statements for both XXXX XXXX XXXX. -- XX/XX/XXXX Received email from XXXX said that the loan was reassigned from XXXX so there is to way for NewRez to access her emails to retrieve any of the previously sent confidential documents. All documents must be resubmitted. -- XX/XX/XXXX Issue with NewRez system. XXXX spoke with manager. What were are seeing is not the same thing they are seeing on the system. Screen shots sent back & forth. Uploaded the documents again. -- XX/XX/XXXX Received email from XXXX, she forward documents to underwriter. -- XX/XX/XXXX Sent email to XXXX for status update. -- XX/XX/XXXX Received email from XXXX. She has not received our file from the underwrite. Said she will follow-up to see if they can move the file today. -- XX/XX/XXXX Email received from XXXX XXXX. Wants to know if we are married. If we are they need a copy of the marriage certificate. -- XX/XX/XXXX Received letter from NewRez dated XXXX Credit score for XXXX processed. -- XX/XX/XXXX Notified by XXXX that NewRez pulled XXXX XXXX credit file. -- XX/XX/XXXX Email received from XXXX XXXX saying they are experiencing delays due to high volume refinances & due to us not being married our credit will need to be pulled separately. NewRez is unable to pull XXXX because he has a block on it. -- XX/XX/XXXX Sent email to XXXX saying XXXX sent XXXX XXXX an email on XXXX saying he contacted the credit reporting agencies & put a freeze on his file. XXXX said that was fine because NewRez pulled the credit prior to the freeze going into effect. XXXX removed the block from XXXX & XXXX. Effective XXXX to XXXX to allow NewRez to pull the reports. -- XX/XX/XXXX Received email from XXXX. Apologized for confusion. Will have manger review it today before it's pulled again. According to her records it wasn't pulled for XXXX, but she will provide and update once she receives one. We never received a follow up to this email from NewRez. We were notified by the credit reporting agencies that our credit was pulled again. -- XX/XX/XXXX Sent email to XXXX. Need to know why they pulled XXXX credit three times XXXX, XXXX, & XXXX. -- XX/XX/XXXX Received notification from XXXX. NewRez requested XXXX credit file. -- XX/XX/XXXX Received letter from NewRez dated XXXX Credit score for XXXX processed. -- XX/XX/XXXX Received letter from NewRez dated XXXX Credit score for XXXX processed. -- XX/XX/XXXX Notified by XXXX that NewRez pulled XXXX XXXX credit file. -- XX/XX/XXXX Notified by XXXX that NewRez pulled XXXX XXXX  credit file. -- XX/XX/XXXX Received email from XXXX XXXX, Direct to Consumer-Customer Care at NewRez. Due to our current volume you may experience a delay in processing. We have increased our staff to meet our high volume and are all working collectively to get your loan set for closing as soon as possible. We apologize for the delay and thank you for your patience. -- XX/XX/XXXX Received email from XXXX XXXX at NewRez. Saying - We are letting you know that your file is still processing. Due to our current volume, we are experiencing delays. Your processor will be reaching out to you soon to get you ready for a closing day. We apologize for the delay. -- XX/XX/XXXX Received email from XXXX XXXX at NewRez. Saying. Please be advise that the credit block was still on for XXXX was not pulled on XXXX. We need a 3 bureaus to move this file forward. -- XX/XX/XXXX Sent email to XXXX XXXX at NewRez saying the blocks were removed a month ago. The reports should have been pulled within the specified timeframe because the blocks were set to be reactivated XXXX. -- XX/XX/XXXX XXXX logged into NewRez portal. No change in status. Logged into NewRez portal on XXXX & there's a note with an action dated XXXX that says " Need XXXX 's Credit Report - re-pulled - after it is unfrozen Multiple Frozen Credit Reports This case can not be underwritten because a borrower has frozen their credit reports at two or more of the national credit repositories. ( XXXX 's not showing XXXX  and XXXX  ) ''. -- XX/XX/XXXX Logged into NewRez portal & attached screen shots from the 3 credit reporting agencies showing that the blocks were removed. They are also showing hard pulls credit reports from NewRez for XXXX & XXXX. We long into the NewRez portal several times a week. A new task has appeared between the last log in XX/XX/XXXX & today XX/XX/XXXX but the action date assigned is dated XXXX. -- XX/XX/XXXX Sent email to XXXX for resolution on closing this refi. It's going on 7 months. -- XX/XX/XXXX Received response from XXXX XXXX Customer Advocacy Specialist. She forwarded our email to the loan processor & she will contact us as soon as possible. -- XX/XX/XXXX NewRez portal shown loan status as inactive. Says to contact loan XXXX. -- XX/XX/XXXX Left voicemail for XXXX XXXX. -- XX/XX/XXXX Left voicemail for XXXX XXXX. -- XX/XX/XXXX Sent email to XXXX to let them know that no one has contacted us from the email they responded to last week. --