Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Newrez LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 446 total complaints in the last 3 years.
- 409 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a payment of $3,632.00 for my last mortgage . It shows received but NewRez did not apply it to my loan and then sent a letter I did not pay
Business Response
Date: 07/08/2025
Dear ****** ******** and **** ********:
We are writing in response to a dispute that you filed with the Better Business Bureau (BBB) with regard to the servicing of the above-referenced mortgage loan. We understand that by filing a dispute with the BBB, you have authorized us to upload a copy of our response to the BBB website. We further understand that you are requesting the BBB to assist you with a possible missing payment, not posted by Newrez, LLC (Newrez). This letter also responds to your inquiry received on June 17, 2025.
Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
On April 1, 2025, the enclosed escrow analysis was completed which adjusted the monthly payment from $3,631.62 to $3,697.26 effective with the June 1, 2025 monthly installment.
On May 23, 2025, a payment of $3,632.00 was received and placed in unapplied funds, as the amount received was not sufficient to cover the June 1, 2025 monthly payment of $3,697.26. Unapplied funds are payments that have been received but have not yet been posted to the loan because the amount received is not sufficient to make a full payment. If a payment is past due or due for the current month, the funds will be held in unapplied funds until additional funds are received to satisfy a full payment.Once a full payment has been received, the funds will be removed from ********* funds and applied to the loan.
The above-mentioned analysis calculated an escrow account shortage of $494.83 which was spread over a period of 12 months at the cost of $41.24. A shortage occurs when the anticipated balance is less than the required balance. Newrez is not able to overfund the escrow account, we are allowed to collect only sufficient funds to pay the escrow items, and a cushion of one-sixth of the total escrow amount. The escrow account is short in meeting the cushion requirement at the lowest point in the projected analysis. The monthly payment increased as the property taxes as well as the hazard insurance premium increased.
As payments due for your homeowners insurance premium and property taxes may fluctuate from time to time, the escrow payment amount may change with each annual escrow analysis completed for the loan. As a result, the monthly payment amount will be adjusted accordingly to each escrow analysis completed. Please keep in mind, Newrez does not determine the amount due for the escrowed items, such premiums are determined by your homeowners insurance carrier and the taxing authority in which the property is located. Newrez as the loan servicer is required to disburse payment once notice is received, unless indicated otherwise in writing. Nonetheless, as mentioned above, Newrez is required to ensured that all property taxes are paid current and that the property has adequate hazard insurance coverage.
You contacted our offices on June 18, 2025 and submitted a payment of $121.08 in order to complete the June 2025 monthly payment of $3,697.26. This payment was placed in unapplied funds,increasing the balance to $3,753.08. Unapplied funds are typically reviewed within 48 hours. During that time, effective June 21, 2025, Newrez received a payment via your Billpay of $3,697.26, which was applied to the June 2025 monthly payment. On June 24, 2025, the amount of $3,697.26 was reversed from unapplied funds and utilized toward the July 1, 2025 monthly payment, the amount of $55.08 was utilized to pay the late charge assessed on June 17, 2025, and the remaining amount of $0.74 was applied as additional principal.
Due to the delay in the receipt of the full amount due for the June 2025 monthly payment, an email was issued explaining the loan continued to be due for June 2025 due date at that time.
If after reviewing this letter,you believe you have made payments that are not reflected in the enclosed payment history, please provide proof of the payments to the address or fax number listed below for additional research. Proof of a payment includes one or more of the following: legible copies of the front and back of the cashed money order or check, legible unaltered copies of the bank statement for the period the payment was processed, or legible receipts for Money Gram, etc.
Newrez
******* 10826
*******************
Fax:************
As of the date of this letter, the loan is next due for the August 1, 2025 monthly payment of $3,697.26.
Although Newrez apologizes for any inconvenience regarding this matter, we have been unable to determine that any error has occurred. You have the right to request documentation supporting our determination, but please note it has been enclosed for reference.Customer Answer
Date: 07/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ********Initial Complaint
Date:06/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company has the worst communication skills I've ever experienced. I applied for a short sale in April. It is now the middle of June and I have not received any type of update and anytime I call they give me the run around. In total, I've called around ***** times, I've given them updated contact information every single time. I've been told 4 separate times someone will call me in a certain amount of time, they've never called, it's radio silent. My online account will send me a message every now and then that someone will be in contact with me in 3 business days, still NOTHING. They won't even tell me the case handlers name or give me a number to contact them directly. All I want is to be acknowledged and be given an update on this. I don't understand why asking for additional information seems to be the end of the world. I will never work with them again after this issue is resolved and I urge others to use caution if they end up being your loan servicing provider. Absolutely horrendous. I have to explain my situation every single time I call and they basically say so sorry about that, not sure how we can help good luck. I'm buried in debt and I'm trying to do the right thing and communicate so we can all get on the same page but nothing is working. I've given up.Customer Answer
Date: 06/24/2025
Hi!
I have an update on the complaint, is there a way to reply to my original complaint to add to the overall complaint?
Business Response
Date: 07/03/2025
July 3, 2025
****** *. ******
*******************************************************************************
RE: BBB Complaint #: 23476204
Reference #: 0680287331
Account #: xxxxx5987
Property: *********************
__________________________ ******, LA 71055
Dear ****** *. ******:
This letter is in response to the Better Business Bureau correspondence received by Shellpoint Mortgage Servicing ("Shellpoint") on June 20, 2025, regarding the above-referenced mortgage loan account. We understand that by filing a dispute with the BBB, you have authorized us to upload a copy of our response to the BBB website. We further understand that you are requesting the BBB to assist you with communication with our **************************.
Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
In your correspondence, you state that you applied for a short sale and have not received any updates. You are requesting an update on the status.
Upon review of the matter, we determined that on April 15, 2025, you contacted Shellpoint requesting assistance with your monthly mortgage payments. A representative initiated a request for the loan to be reviewed for loss mitigation options.
On April 23, 2025, you informed another representative of your interest in liquidation options and were advised that a Single Point of Contact (SPOC) would return your call within 57 business days.
Shellpoint acknowledges that multiple representatives confirmed a SPOC would follow up, but a call was not returned within the stated timeframe. On May 23, 2025, a SPOC attempted to reach you at ***************** but was unsuccessful. We apologize for the delay and any inconvenience caused.
On June 17, 2025, you spoke with a SPOC who outlined the documentation required to review your loan for a short sale. The documents were received on June 23, 2025. On June 24, 2025, you advised a representative that a potential buyer had requested the investor cover specific property repairs. The representative clarified that the loan had not yet been approved for short sale consideration and noted that the property would be sold as is.
On June 25, 2025, a notice was mailed listing the additional documents required to proceed with the short sale review. On July 1, 2025, another representative reiterated the document requirements during your conversation.
Please send the required documentation to Shellpoints ************************** via fax at ************** or via email to *************************************************************************. Upon the receipt of the required documentation, Shellpoint will assess your eligibility for the short sale. If you have questions regarding the modification process or the documentation that we require, please contact Shellpoints ************************** at ***************** for further assistance.
Please accept our sincere apologies for any inconvenience resulting from the delayed communication and in having to re-explain your situation during each call with us. Shellpoint takes our customer service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our organization.
We appreciate your business and the opportunity to review this matter for you. For any additional inquiries or assistance, please visit our website at *********************************. Alternatively, feel free to contact us directly at ************** for further assistance. You can also find helpful information on our Frequently Asked Questions page. Simply log in to your account on our website, click on Help, and choose FAQs from the drop-down menu for quick access to answers to common questions.
Si usted no entiende el contenido de esta carta, por favor contacte a uno de nuestros representantes que hablan espaol al nmero **************.
Sincerely,
****** *****
Compliance Department
Shellpoint Mortgage Servicing
Enclosures: SPOC Notices, Loss Mitigation Closing Notice. Vacant Notice, Incomplete Application Notice, Loan History StatementInitial Complaint
Date:06/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Unreachable by phone, with loop recording on three different lines and an automated system that doesnt identify me when given my phone number, mortgage number or social security numbed. I only need the amount of my interest payment in 2024 under my now paid mortgage. I got the taxes from another source.Business Response
Date: 06/30/2025
June 30, 2025
******** L. ****
****************************************************************************
RE: BBB Complaint ID: ********
Reference Number: 0685293896
Account Number: **********
Subject Property: **********************************************************
Dear ******** L. ****:
This letter is in response to the Better Business Bureau (BBB) correspondence received by Newrez LLC ("Newrez") on June *******, regarding the above-referenced mortgage loan account. We understand that by filing a dispute with the BBB, you have authorized us to upload a copy of our response to the BBB website. We further acknowledge that you are requesting the BBB to assist with access to the automated phone system at Newrez and a document request.
Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
In your correspondence, you indicated difficulty reaching a Newrez representative by phone and that the automated system failed to recognize your phone number, mortgage number, or Social Security number. You request the amount of interest paid in 2024 for your mortgage, now paid in full.
After reviewing the issue, we determined that your inability to access the automated phone system is due to your loan being inactive following its payoff on October 2, 2024. Because the loan is now closed, the system cannot authenticate your information. If you enter valid credentials and fail authentication twice, you will be routed to a live agent.However, if you press "0" or enter fewer than 10 digits for the Loan ID, for instance, the system will not allow you to proceed.
In your request for system access, you indicated that you were attempting to retrieve your 2024 year-end Form 1098 Mortgage Interest Statement. Please note that a copy of the 1098, along with a complete loan history statement, has been enclosed with this letter for your review. While you mentioned that you have already obtained the tax information from another source, the enclosed loan history also includes tax disbursement details for your reference.
Although Newrez regrets any inconvenience, our review has not identified any errors in the handling of your case. You have the right to request supporting documentation for our determination, which has been enclosed for your reference.
We appreciate your business and the opportunity to assist you with this matter. If you have any further questions or need additional support, please visit our website at ******************************. You may also contact us directly at ************** for personalized assistance. For quick answers to common questions, log in to your account, navigate to the Help section, and select FAQs from the drop-down menu.
Si usted no entiende el contenido de esta carta, por favor contacte a uno de nuestros representantes que hablan espaol al nmero **************.
Sincerely,
**** *******
Compliance Department
Newrez LLC
Enclosures:Loan History Statement, 1098 Interest Statement
CC: Better Business BureauInitial Complaint
Date:06/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Previous BBB complaint ******** filed with Better Business Bureau of Upstate **************. Newrez LLC, operating as Shellpoint Mortgage, has charged me PMI on a loan with less than 78% LTV for 4 months, accumulating $203.28 in undue charges. The complaint via SC BBB has lasted on for four months accumulating at least 15 letters back and forth. I am now escalating this to the head office of the business due to non-action.Business Response
Date: 07/01/2025
Dear ********* ********:
We are writing in response to a dispute that you filed with the Better Business Bureau (BBB) with regard to the servicing of the above-referenced mortgage loan. We understand that by filing a dispute with the BBB, you have authorized us to upload a copy of our response to the BBB website. We further understand that you are requesting the BBB to assist you with obtaining a refund for the ************************** (***) premiums.
Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
Shellpoint responded to similar concerns; however, to provide additional clarity we have included additional information below.
The review shows the *** was cancelled effective March 4, 2025, upon receiving the BBB rebuttal on February 28, 2025. Please note, as the loan is within the five-year tenure, to consider your loan for *** deletion, you were required to submit a request.
Please be advised, the *** premiums were paid in arrears. This means the premium payment made on March 14, 2025, in the amount of $50.82 covered the premium due for the month of February 2025. The last premium disbursed from the escrow account on April 15, 2025, represented the premium due during the month of March 2025, as it became due before the *** was cancelled on March 4, 2025.
We have confirmed that there are no refunds due for the *** premiums paid on March 14, 2025 and April 15, 2025, both in the amount of $50.82.
As of the date of this letter, the loan is next due for the August ****** monthly payment of $2,067.54.
Although Shellpoint apologizes for any inconvenience regarding this matter, we found no servicing errors. You have the right to request documentation supporting our determination, but please note it has been enclosed for reference.Initial Complaint
Date:06/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our house was flooded from Hurricane ****** on September 27, 2024. Thankfully we did have flood insurance. After discussion we decided that we were going to fix our house back using money that we saved the over the years and pay our house off with insurance money we received. When we received the check from ***************************. We signed off on check and mailed to NewRez. I reqesuted pay off on April 8, 2025. We paid the difference of what we owed which was $51,254.03 plus our regular house payment. NewRez received check for $93,233.57and posted to a special escrow account April 14, 2025. I called NewRez and adivsed that we would like to pay our house off with check. Resp advised we would need to send letter of intent and pay off request which i had to request from different department within Newrez. Emailed pay off request April 15th. Take 30 days for processing. Nothing never happen. May 9, 2025 haven't heard from Newrez and flood insurance not posted to pay off. Called Newrez stated I still owed difference $$870.57 and had to req another pay off request-received and emailed to NewRez May 12 , 2025 before flood chk could be posted so I paid $870.57 plus house pymt May 9, 2025. Called numerous time since sending all req documents and had to pay more since 1st pay off requested. Called Tuesday June 10, 25 and *** stated I need to request another pay off request. I advised we already paid the difference 2 times now. ********************* and customer service keeps giving me the go around. No one can tell me why $93,233.57 is being held and not posted to pay off. Its been over 60 days since first pay off request and letter of intent to close was sent to Newrez. I feel like they are holding flood insurance check to be able to drawl more interest off us. How is this fair. I just want to close loan and be done with this ignorant show they are putting out. **************** and loan draft department keeps feeding lies. I need a straight answer or my attorney wilBusiness Response
Date: 06/26/2025
June 26, ********************************* ******* M. *****
******************
**********************
RE: BBB Complaint ID: ********
Reference Number: 0672830403
Account Number: ********
Subject Property: **************************************
Dear ***************** and ******* M. *****:
This letter is in response to the Better Business Bureau (BBB) correspondence received by Newrez LLC ("Newrez") on June *******, regarding the above referenced property. We understand that by filing a dispute with the BBB, you have authorized us to upload a copy of our response to the BBB website. We further understand that you are requesting the BBB to assist with a loss draft insurance claim and payoff of your loan.
Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
In your correspondence, you indicated that you were affected by Hurricane ****** and subsequently received loss draft funds, which were sent to Newrez and posted on April 14, 2025. You requested that the funds be applied toward the loan payoff and were advised to submit a letter of intent along with a payoff quote obtained from ***************** You stated that you submitted the required documents the following day and were informed that processing may take up to 30 days. Despite follow-up calls, you report no progress and believe Newrez is intentionally withholding the funds. You are requesting that Newrez proceed with applying the claim funds toward the payoff as originally directed.
Upon research of the issue, we determined that on April ******, you called to advise of your intent to pay off the loan using the loss draft claim funds. You were informed that the payoff quote may take 35 business days. Later that day, you called to inquire about check status and was advised the check was received on April 1, 2025. You were instructed to obtain a payoff quote from **************** and provide a letter of intent. An email address for submission was provided, and you were advised the payoff process may take up to 30 days.
You called again on May 9, 2025, to confirm when the flood insurance payment would be posted and were directed to the ********************** As the amount of loss draft funds was insufficient to pay the loan in full, you were informed that partial payments are not accepted through the web portal but can be made via phone pay and applied to principal. A payoff quote with a projected good through date of June 9, 2025, was sent to your email address on file. On May 12, you filed a complaint stating the current payoff included extra fees. Because the loan was active and escrowed for taxes and insurance, the additional fees as outlined in the payoff reflected the anticipated payment for hazard insurance. Apologies were extended, and a new quote valid with a projected good through June ******* was requested.
On May *******, you filed another complaint requesting the prior principal-only payment be applied toward the payoff and was advised that the task had been created and everything required was in place; the 30-day processing timeframe remained in effect.
On June 2, 2025 you inquired again about the payoff and were advised the funds were with ********************* and were sufficient to cover the balance. The representative notified you of a 15-day ***** period and the need to pay by the 16th day of the month. The last documents had been received on May 13, 2025 and the 30-day window was still active. You reconfirmed your intent to use claim funds for payoff and requested escalation of the payoff process.
When you called in on June 17, 2025, you were advised that the loan closed that morning. You inquired if there were any refunds to be issued, in which you were informed of a $520.32 overpayment, which has been added to escrow, and were advised that the remaining escrow funds would be released within 30 days. However, the escrow-only payment included in the payoff was intended to cover the hazard insurance premium due to the **** ******************* as the final premium was paid on June 18, 2025. Please accept our apology for the incorrect information that was provided.
The following day, on June 18, 2025, an email was sent confirming that your loan was paid in full as of June 17, 2025. If there are any unapplied payments or excess funds remaining in your escrow account, a refund will be issued within 20 business days of your payoff date. As a result, you can expect to receive your refund within approximately 35 calendar days from the payoff date, sent to the mailing address we have on file.
Although Newrez regrets any inconvenience, our review has not identified any errors in the handling of your case. You have the right to request supporting documentation for our determination, which has been enclosed for your reference.
We appreciate your business and the opportunity to assist you with this matter. For further inquiries, please visit our website at ****************************** or contact us directly at ************** for personalized support. Additionally,helpful information is available on our Frequently Asked Questions page. To access it, simply log into your account on our website, click on Help, and select FAQs from the drop-down menu for quick answers to commonly asked questions.
Sincerely,
**** *******
Compliance Department
Newrez LLC
Enclosures:Loan History Statement, Payoff Complete Letter, PIF Email to Borrower
CC: Better Business BureauInitial Complaint
Date:06/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am being charged an unauthorized monthly fee.Business Response
Date: 06/13/2025
Newrez has received the correspondence but are unable to find a corresponding loan number in our systems that would identify us as the servicer of the loan. Is there anymore information that may be provided in order to identify the loan, such as a different loan number, property address or name?Initial Complaint
Date:06/06/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have not been able to access my account for my home mortgage since the first of May. I have contacted NewRez several times and they say they have notified their IT department of the problem. However, after numerous calls lasting 30 to 45 minutes the issue remains the same. I enter my username and password and I am supposed to receive an automated call with an access code. I never receive the code, it stays in calling mode and then switches to redial which I try several times to no avail. I cannot access my account to see where my money is going or to check on my distributions for homeowners insurance or property taxes. I need access to my account and do not feel comfortable sending additional payments in the blind. The **** can look into my account to see what is paid or not but I need access to my account so I can see where my money is going. I had no problem accessing my account until May of this year, and I have asked them multiple times to resolve the matter. My account will be delinquent after the 15th of June and I will be assessed late fees if I cannot access my account to make my monthly payment. I feel this will negatively affect my credit rating even though I have made all my payments early and additional principal payments. Any help you may offer would greatly be appreciated. Thank you!Customer Answer
Date: 06/10/2025
Thank you very much for your support in this matter. NEWREZ resolved the issue tonight and I now have full access to my account and was able to make my June payment even though it was 11 days later than my usual payment. No late charges were applied and I am content with the outcome. Thank you very much for your support in this matter.
**** ******
Business Response
Date: 06/23/2025
June 23, 2025
**** M. ****** *************************************************
RE: Complaint #: 23432942
Reference #: ********** Account #: ********* Property Address: *******************
********************
Dear **** M. ******,
We are writing in response to disputes that you filed with the Better Business Bureau (BBB) with regard to the above-referenced mortgage loan. We further understand that you are requesting the BBB to assist you with your online account access. This letter also provides response to your inquiries received on May 19, June 4, and June 6, 2025 via email.
Our records indicate that Newrez representatives attempted to assist you with your online account access on May 28, May 31, and June 7, 2025, however, those attempts were unsuccessful. On June 9, 2025, our ********************************* (IT) was able to successfully assist you. Your Multi Factor Authentication was reset for the phone number ************.
We have verified that you made online payments on June 10, and June 15, 2025. Please be advised, no late charges were assessed for the June 1, 2025, monthly payment. Additionally, no negative credit reporting was occured, as the payment was not more than 30 or days past due. Enclosed is a copy of the Loan History Statement.
Although Newrez apologizes for any inconvenience regarding this matter, we have been unable to determine that any error has occurred. You have the right to request documentation supporting our determination.
We appreciate your business and the opportunity to review this matter for you. For any additional inquiries or assistance, please visit our website at ******************************. Alternatively, feel free to contact us directly at ************** for further assistance. You can also find helpful information on our Frequently Asked Questions page. Simply log in to your account on our website, click on Help, and choose FAQs from the drop-down menu for quick access to answers to common questions.
Si usted no entiende el contenido de esta carta, por favor contacte a uno de nuestros representantes que hablan espaol al nmero ***************.
Sincerely,
***** ****** ********************* Newrez LLC
Enclosures: Loan History StatementCustomer Answer
Date: 06/26/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** ******Initial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Original lender (Mutual of Omaha) sold the mortgage to NewRez.The original lender included my $750 *** **** in the monthly mortgage payment.NewRez assumed mortgage on /2024 and they have not paid my *** **** since they assumed my mortgage. When I called customer service they said that is my responsibility that they don't handle payments to mortgage. I advised that this was fine but that they needed to reduce my mortgage payment by $750 since that is the amount allotted towards the *** ****. Since March of 2025 the *** **** have increased to $1,050 per month and I pay this monthly.Newrez refuses to adjust the monthly payment since they are not paying the *** **** and have ruined my 820 credit score. I have uploaded my Closing disclosure twice to my documents so they can adjust my mortgage and they have refused to have a supervisor call me despite my multiple requests or acknowledge my complaint and correct the issue. They are insisting that my $2,342.23 monthly payment does not include the *** **** and refuse to adjust my mortgage and are saying I have a $5,078.90 balance.Please help me!!!Business Response
Date: 06/12/2025
Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
This loan was transferred to Shellpoint effective September 20, 2024. At the time of transfer, the monthly payment was calculated at the cost of $2,342.23, consisting of $1,972.16 for principal and interest and $370.07 for escrow. The monthly payment is broken down as follow:
Principal and Interest: $1,972.16
Property taxes:$254.87
Hazard insurance:$115.20
Total:$2,342.23
Per the enclosed Initial Escrow Account Disclosure Statement, the loan was originated with an escrow account solely for property taxes and hazard insurance. Because this is a condominium, the hazard insurance in the escrow account is for the unit owners (HO6) policy for your property. Please note that the escrow account is not intended to pay the homeowners association (***) dues.
In your dispute, you indicate that the Closing Disclosure statement reflects that *** **** should be included in the escrow account. However, based on review of the enclosed Closing Disclosure statement, Shellpoint confirms the *** **** were not included in the escrow account at the time of closing. Therefore, we are unable to adjust the monthly payment down $750.00, as the escrow account was not set up to pay for *** ****.
Please be advised, the escrow account is analyzed on a state-by-state schedule. Since the property is located in the state of *******, the escrow account is scheduled to be analyzed during the month of January. Because this loan was originated during the month of September 2024, the following analysis will be completed when the loan is one year of age. However, as we have identified a decreased in property taxes. The initial estimate was $3,058.44, yet the amount paid was $2,330.72 during the month of November 2024. As a result, we have requested a new escrow analysis is completed. Please allow seven to ten business days for a new analysis to be completed. Upon completion, we will mail you a copy of the findings.
The loan currently reflects an escrow account balance of $3,318.21. In the event there is an escrow surplus calculated; we will return any positive balance from the escrow account with a check. Please note that the loan must be in a current status for an escrow surplus to be released. Likewise, if there is an escrow shortage calculated, the monthly payment will be adjusted accordingly.
As of the date of this letter, the loan is due for the May 1, 2025 and June 1, 2025 monthly payments totaling $4,684.46, late charges of $394.44, and an unapplied funds balance of $934.46, for an overall past due balance of $4,144.44.
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.Initial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
this is in reguards to an insurance check. the roof of my home was redone. the lending company that held the loan cosigned the check. they then withheld $2000 until compleation of the work. in the mean time the company was bought by newrez the work was compleated and all paper work sent to them. they said they didnt have all the paperwork from the previous mortage company that they took over and it would tale 30 days. i have been in contact with them every month since then and they say the dont have it and bounce me from depatrment to department the hang u[ on me ar refuse to corespond, via phone or email.Business Response
Date: 06/17/2025
We are writing in response to a dispute that you filed with the Better Business Bureau (BBB) with regard to the servicing of the above-referenced mortgage loan. We understand that by filing a dispute with the BBB, you have authorized us to upload a copy of our response to the BBB website. We further understand that you are requesting the BBB to assist you with the release of your claim funds plus compensation.
On May 1, 2024, Shellpoints parent company acquired Specialized Loan Servicing (SLS), your prior mortgage servicer, and subsequently merged SLS into Shellpoint.
Our records indicate that your insurance carrier issued you a loss draft check for $28,333.01. On April 11, 2024, while the loan was serviced by ***, you completed a mobile deposit for $26,333.01, resulting in a $2,000.00 discrepancy. The claim funds were deposited into your personal bank account ending in 9629.
Since the check was not cashed by ***, the loan was transferred to Newrez without the $2,000.00 loss draft balance. In order to resolve the discrepancy and ensure you receive full credit for the insurance funds, we respectfully request for you to contact your banking institution and/or insurance carrier for further assistance.
As of the date of this correspondence, the loan is next due for the July 1, 2025, monthly payment of $1,986.53.Initial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is the second time I filed this complaint this complaint is a separate complaint it regards another matter. I want my forbearance finished I don't want to deal with the parade of abusive characters by the name of ****** W Miss **** or ***** I have spent 2 hours on the phone with these characters today and I am being abused as a disabled senior. I've got this message telling me to call them and when I call I get treated with non-compliance and disrespect regarding my documents. My documents were sent twice plus via mail and this parade of characters are insufficient abusive and non effective in getting my forbearance completed. My husband had a heart attack and cannot work right now and I have my hands full and unfortunately need to take a forbearance to get the mortgage payments put on hold for a little while. I want an efficient person to take care of the documents, not lose documents and complete my forbearance application.Business Response
Date: 06/10/2025
Please see enclosed response to the homeowner.Customer Answer
Date: 06/30/2025
My husband had a heart attack and I was given a forbearance. We were able to skip payments until September of 25. Not making a payment for June July and august. This is called a forbearance. On the 16th of June new *** unethically if not illegally took the June payment when they were not supposed to. I have argued with them over and over for days and days and they won't give the money back. This money is important for bills that are adding up because my husband's heart attack and his out of work status right now. The forbearance gives us time to regroup and reorganize. This was unfair this was unethical and I want the 1688 returned into my bank account immediately. I have automatic payments that were supposed to be canceled by new *** while the forbearance is in place. Please help me get my money return to me this loan company is immature they answer in foreign countries and they're extremely rude if not ignorant. A supervisor promised to return my money when I emailed him for a status his email was unavailable after he had just given me his email. Please help me get my June payment that was not supposed to be paid holla back to me. Thank youCustomer Answer
Date: 07/03/2025
Please resubmit my complaint this is a ridiculous message I called the number and got no where this person doesn't exist etc etc respect Etc if you don't reopen my complaint I am going to refile. I have not heard from this business they have done nothing to assist and this is a big issue. The phone number on this letter to me means nothing I've called it 10 times and spent hours asking for a person that doesn't existBusiness Response
Date: 07/10/2025
July 10, 2025
******* ******
******************************************************************************************
RE: BBB Complaint ID: ********
Reference #: 0677846875
Account #: xxxxxx9750
Property Address: **************************************************;
**** Landing, NJ 08330
Dear ******* ******:
This letter is in response to the Better Business Bureau (BBB) correspondence received by Shellpoint Mortgage Servicing (Shellpoint) on June 30, 2025, regarding the above-referenced mortgage loan account. We understand that by filing a dispute with the BBB, you have authorized us to upload a copy of our response to the BBB website. We further understand that you are requesting the BBB to assist you with the refund of a mortgage payment.
Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
In your correspondence, you state that you made a payment that you want returned as you are enrolled in a forbearance plan.
Upon research of the issue, we determined that the payment in the amount of $1,645.23 made on June 16, 2025, was initiated when you contacted and spoke with a representative. Shellpoint did not initiate this draft for payment or withdraw funds without your consent.
The active forbearance does not prevent you from making payments while in the forbearance plan. While the forbearance offers credit reporting protection during the forbearance period, monthly payments remain due, and the original terms and conditions of your loan are still in effect. The enclosed forbearance plan approval letter reflects these details.
At least 30 days prior to the end of the Forbearance Plan, we will contact you to request updated financial information and documentation of your financial circumstances. We will also provide details about alternatives that may be available to you at the end of the Forbearance Plan Term.
The payment made on June 16, 2025, in the amount of $1,654.23 has been returned to you via Automated Clearing House (ACH) disbursement, as requested. This disbursement was completed on July 3, 2025. The enclosed loan history statement will reflect this transaction and all activity to date.
The forbearance plan covers the time frame from June 1, 2025, through August 31, 2025. Please note the payments that are contractually due during the forbearance period will be due once the forbearance is over. Please be sure to communicate with our loss mitigation department if you will need assistance once the forbearance period ends.
Shellpoint is committed to assisting homeowners experiencing financial difficulties with a variety of loss mitigation options to avoid foreclosure and allow homeowners to retain homeownership. These may include loan modification, short sale, settlement, or deed-in-lieu of foreclosure. If you wish to discuss these options, please contact your single point of contact ****** Nabasumba or the ************************* at **************.
Shellpoint strives to ensure courteous and expeditious handling of any servicing issues which may arise during the time that your loan is serviced with us. Please understand that we handle all borrower comments and concerns with the utmost consideration. We regret
to hear that you were dissatisfied with the servicing of your account.
Although Shellpoint apologizes for any inconvenience regarding this matter, we have been unable to determine that any error has occurred. You have the right to request documentation supporting our determination, but please note these documents are enclosed for reference.
We appreciate your business and the opportunity to review this matter for you. For any additional inquiries or assistance, please visit our website at *********************************. Alternatively, feel free to contact us directly at ************** for further assistance. You can also find helpful information on our Frequently Asked Questions page. Simply log in to your account on our website, click on Help, and choose FAQs from the drop-down menu for quick access to answers to common questions.
Si usted no entiende el contenido de esta carta, por favor contacte a uno de nuestros representantes que hablan espaol al nmero **************.
Sincerely,
****** ****
Compliance Department
Shellpoint Mortgage Servicing
Enclosure: Loan History Statement
Cc: Better Business Bureau
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