Complaints

The 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:07/15/2025

  Type:Billing Issues
  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.

  Shell point Mortgage Servicing Company reported $21,081.00 via 1099 C. I never had an account with this company. I contacted the above company and they had no account with my name, address or Social Security number. Now the IRS is sending me a notification stating I owe $3,300.00.
  The account number is below that was reported to the IRS. New Rex LLC DBA Shellpoint Mortgage Serv

  

  Business Response

  Date: 07/31/2025

  July 31, 2025       
               ******** ******
               **** ** **** *******
               Gainesville, FL 32606
  
                  
  Reference Number: ********
                  
  Subject Property: **** ********* ***** *****
  
  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 a validation of debt and correction to a 1099- C filed with
  the Internal Revenue Service (IRS). We are also writing in response to a
  similar dispute received in our office on July 21, 2025.
  
  As of the date of this communication, the loan balance is $0.00.
  Per your request, please review the following loan information:
  
  1. The most recent owner of this loan is: ********* ********* *********** 
       Mailing Address:
  **** ** ******* **** ***** ***** ** *****  
  2. This loan was originated with ********* ********* *********** on June 21, 1995.
  3. The term of the loan was 360 months.
  4. The original amount of the principal obligation under
  the mortgage was $35,147.65.
  6. The most recent interest rate was 0%.
  7. Payments are to be made on the 1st of each
  month, beginning August 1, 1995, plus any remaining amount due on the maturity   date of August 1, 2025.
  8. The date of last full payment was October 8, 2011.
  
  On March 14,
  2020, a notice of servicing transfer was sent to the mailing address of **** ** *** ***** *** **** Gainesville, FL 32607 which advised that the loan
  had been transferred from ****** to Shellpoint effective March 16, 2020. The
  letter also advised that an unpaid balance remained in the amount of
  $23,299.07. Shellpoint has deemed this loan was no
  longer collectable and therefore issued a 1099-C. A 1099-C was issued for the
  unpaid principal balance of $21,081.77 that was cancelled on January 25, 2023. As
  the loan balance was cancelled, no further collection activity will take place
  for this account. We are enclosing a copy of the loan agreement you signed at
  origination and a copy of the notice of servicing transfer. 
  
  If you have information showing this balance has been paid
  in full, or after reviewing the Note/Loan Agreement, you
  still dispute the validity of your debt, please provide us with further detail
  in support of your assertion, including any available supporting documentation
  (e.g., affidavits, cancelled checks, police reports, settlement agreements,
  paid in full letters, etc.). Please send any supporting documentation to our Recovery
  Department via mail, email, or fax:
  
  
  
  Shellpoint Recovery
  **** *** ****** *********** ** *****
  *******************************
  ************
  
  Should you have
  any additional questions or concerns please contact us at ************, Monday
  – Friday 7:00 a.m. – 4:00 p.m. MST.
  
  
  Sincerely,
  
  Recovery Department
  Shellpoint Mortgage Servicing
  
  Enclosures: Loan Agreement, Notice
  of Servicing Transfer, 1099- C[EG1] 
  
   [EG1]These
  are likely to confuse the homeowner and do not add any support our response, so
  they should not be sent. 

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  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.

  Failure to update insurance coverage when policy change took place, kept taking escrow payments but never paid insurance for over 3 months. Agent refused to give me email or phone number for a supervisor, said they don’t have one. On the phone for 1.5 hours and no reference number for payment. The worst service possible for a mortgage company you should be ashamed.

  

  Business Response

  Date: 07/25/2025

  July 25, 2025
  
  ***** ** *******
  ********* ** *******
  ***** ** ***** ****
  Peoria, AZ 85383
  
  
  RE:     BBB Complaint ID: ********
            
  Reference Number: **********
      Subject
  Property: ***** ** ***** ***** Peoria, AZ 85383
  
  
  Dear ***** ** ******* *** ********* ** ********
  
  Newrez LLC (“Newrez”) is 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 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 insurance.
  
  Our records
  indicate that an insurance premium disbursement was made in the amount of
  $2,163.11 for the ******** ****** insurance policy number ************ on
  March 26, 2025 after the policy renewal information was received on March 25,
  2025. On July 15, 2025, we received an invoice for ******** ****** insurance
  policy **************; however, we are unable to request payment for the
  policy without policy information or the declaration page. On July 16, 2025,
  our insurance department submitted a request for the policy information and
  declaration page to your insurance provider. In order to ensure that your
  insurance information is updated you will want to provide the full policy
  information to ensure that the policy is paid timely. You can upload the
  insurance information to the website *********************************************  The account payment history is enclosed for your reference.
  
  The notes on
  the account indicate that you spoke with an agent on July 14, 2025, although
  we do not have record of a payment being made at that time.  Newrez 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.
  
  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 español al número ***************
  
  Sincerely,
  
  Bryan D*******
  Compliance Department
  Newrez, LLC
  
  Enclosures: Payment history
  

• Initial Complaint

  Date:07/15/2025

  Type:Billing Issues
  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 was advised by Shellpoint representatives to add my ex-husband to the deed in order to refinance the mortgage in his name after six months. I complied in good faith, believing this was a necessary step in securing refinancing. However, after completing this significant legal action, Shellpoint failed to follow through on the refinancing process and provided no explanation or resolution. It had been two years since this would take place. Additionally, in February of 2025 I became aware that my ex-husband was behind in his mortgage. payments due to failing health. I was instructed by their representatives to withhold the mortgage payments while a decision was being made concerning mortgage relief options. I relied on this advice, only to have Shellpoint later report my account as 30, 60, 90, and 120 days delinquent, severely damaging my credit. To further compound the situation, Shellpoint charged my account $1,100 in legal fees and $315 in title fees. Despite
  multiple requests, they have refused to provide an invoice or itemized breakdown justifying these charges. This series of actions reflects a pattern of negligent, misleading, and potentially predatory business practices. I am
  requesting that the BBB investigate this matter and encourage Newrez/Shellpoint Mortgage Services to:
  • Provide a full explanation and documentation regarding the failure to refinance
  • Remove the negative reporting from my credit history that resulted from their advice
  • Offer a full, itemized invoice of the legal and title fees charged
  Provide the appraisal which I paid for but they refused to provide in 2023.
  Consider reimbursing these fees if they cannot be adequately substantiated

  

  Business Response

  Date: 07/25/2025

  July 25, 2025
  
  ********** * *****
  * ****** **
  Rayville, LA 71269
  
  
  RE:     BBB Complaint ID: ********
            
  Reference Number: **********
      Subject
  Property: * ****** ** * Rayville, LA 71269
  
  Dear ********** * ******
  
  Shellpoint Mortgage Servicing is 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 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 credit reporting.
  
  Our records
  indicate that the loan was originated on April 26, 2021 was originated with
  ********** ** ***** as the primary borrower and ****** ***** as a signatory
  to the Mortgage but not the Note, designating him as a non-obligor on the
  loan. This means while he has an interest in the property, he is not
  financially responsible for the loan. As your ex-husband called in and
  advised he wanted to have his name placed on the account, one option
  suggested was refinancing the loan in addition to assuming the loan.  
  
  The account
  is reported to the credit bureaus based on the payment status on the account.
  Notes on the account indicate that you called in on January 11, 2024 and
  advised that you would not be making any more payments on the account as your
  ex-husband was responsible for the loan. Negative credit reporting was
  initially furnished to the credit reporting agencies for November 2023 and
  December 2023 payments and again for the October 2024 through April 2025
  payments. In accordance with the Fair Credit Reporting Act (“FCRA”), Shellpoint
  is required to report payments accurately as they were received. As a result,
  we are unable to accommodate your request to change that reporting as a
  courtesy. Please refer to the enclosed fee history for a detailed breakdown
  of the fees assessed to the account. We respectfully decline your requests
  for copies of the invoices for the fees billed to the account and refund of
  the fees. A copy of the account payment history is enclosed for reference.
  
  A complete
  application to refinance the loan was never received and as a result the
  application was automatically cancelled after 60 days. Additionally, we do
  not have record of an appraisal being completed on the 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.
  
  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 español al número ***************
  
  Sincerely,
  
  Bryan
  D*******
  Compliance Department
  Shellpoint Mortgage Servicing
  
  Enclosures: Payment History

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  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.

  Subject: Mishandling of Fire Insurance Proceeds and Escrow Account – Shellpoint Mortgage
  To Whom It May Concern,
  I am writing to formally report serious concerns regarding Shellpoint Mortgage Servicing’s handling of my mortgage account following the loss of my property due to a wildfire in Malibu, Los Angeles, California.
  Despite receiving an insurance settlement for the fire damage from the California Fair Plan during the period of February to June 2025, Shellpoint has either delayed or refused to release the funds necessary for reconstruction. I have made multiple documented requests and provided all required paperwork, but the disbursement process remains stalled. This has caused significant hardship and delayed rebuilding efforts.
  Attempts to resolve these matters through customer service have resulted in conflicting responses, excessive hold times, and, in some cases, no follow-up.
  I request immediate investigation and corrective action, including:
  • Release of withheld insurance proceeds to the contractor or escrow
  • Audit of my escrow account
  • Refund of any improper charges
  • Assurance that future insurance disbursements will be handled in accordance with California law
  Please confirm receipt of this complaint. I am prepared to escalate further if no resolution is reached.
  Sincerely,

  

  Business Response

  Date: 07/28/2025

  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 loss draft funds.
  
  For claims over $40,000.00, to protect the investor’s
  interest in the property, certain documentation and inspection are needed for
  insurance claim funds to be released. This is done to ensure the repairs needed
  on a property are completed and the home is returned to its pre-loss condition.
  
  Repairs are monitored via
  progress property inspections to verify the repairs are being completed
  according to the contract and in compliance with the local building codes.
  Inspections to monitor the repair process are to be completed when at least 50%
  of the repairs are completed and when the repairs are completed.
  
  On March 3, 2025, you informed our Loss Draft Department that
  you had filed a claim with your insurance carrier as the property was a total
  loss. It was explained to send the endorsed checks, adjusters report and
  contractor’s proposal.
  
  Check number ********** for $487,679.50 and check number
  ********** for $ $487,679.50 were received on March 11, 2025 and placed in a
  restricted escrow account.
  
  On March 14, 2025, it was explained that in order to
  release funds, the adjusters report and contractor’s proposal were still
  outstanding.
  
  Upon receipt of the required documents, funds in the
  amount of $220,530.58 were mailed to you on March 25, 2025, under *** tracking
  number *******************
  
  Per the Loss Draft Missing Documents Letter dated May 30,
  2025, it was explained that in order to release additional funds a progress
  inspection was required.
  
  Check number ********** for $19,375.00 was received on
  June 5, 2024, and check number ******** for $60,623.28 was received June 23,
  2025. Both were placed in a restricted account.
  
  On July 8, 2025, you requested for the overage to be
  released to you and a payoff quote was ordered. Per the enclosed payoff quote,
  the total amount due to pay the loan in full by August 18, 2025, is $**********
  and a request to release the overage of ********** was submitted. The release
  of the overage was approved on July 24, 2025, and the check is currently being
  processed. The check will be mailed to you via *** and may be tracked with
  tracking number ******************* Please allow seven to ten business days for
  processing plus travel time.
  
  In order to release the remaining claim funds, a signed
  waiver of lien and progress inspection at 95% or more is required. For any
  questions or concerns you may have regarding the status of your loss draft
  funds, please contact our Loss Draft Department by phone at ***** ********.
  
  As of the date of this correspondence, the loan is next
  due for the August 1, 2025 monthly payment of $3,534.88.

• Initial Complaint

  Date:07/03/2025

  Type:Billing Issues
  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.

  From May 2024 - Present. Insurance was provided over 3 times after yearly renewal, they (Shellpoint) didn't submit and now have been charging the monthly mortgage statement at over 3 times the regular amount. Have reached out over 10 times via phone calls, emails, and online message through their website. They just say we'll look into it, still haven't received a response and they are continuing to charge the inflated amount.

  

  Business Response

  Date: 07/31/2025

  July 31, 2025
  
  **** ********** ***
  Attn: ****** *******
  **** ********* ****
  Beaumont, TX 77707
  
  Sent via email to: *************************
  
  
  RE:     BBB Complaint ID: ********
            
  Reference Number: **********
      Account
  Number: xxx*****
      Subject
  Property: **** ********* ****** ********* ** ***** 
  
  Dear ****** ********
  
  This letter is in response to the Better Business
  Bureau (“BBB”) correspondence received by Shellpoint Mortgage Servicing
  ("Shellpoint") on July 3, 2025, regarding the above referenced
  property. Please know that we take our customer service and consumer
  protection obligations seriously and have dedicated staff to identify and
  resolve your concerns. Please note that
  this letter also responds to similar correspondence received directly in
  our office.
  
  Pursuant to
  the insurance requirements outlined in the enclosed Deed of Trust document,
  the property must remain insured for the duration of the loan. If the grantor
  fails to maintain the required coverage, the Lender may obtain
  lender-placed insurance (LPI) at the grantor’s expense. Our records reflect
  no LPI was billed to the account.
  
  The letter
  sent on June 20, 2025 stated that our records showed the hazard insurance
  had expired and that we had not received evidence of new coverage. On July
  9, 2025, we received and verified both hazard and wind insurance coverage
  for the property. At that time, both policies were recorded as being
  escrowed and paid by the lender.
  
  Due to an
  error, our system was inadvertently updated to reflect that the hazard
  insurance would be paid from the escrow account. As a result, the escrow
  analysis completed on March 21, 2025 included taxes, hazard insurance, and
  wind insurance for the upcoming year, which led to an increase in your
  escrow payment.
  
  Accordingly,
  both the hazard and wind insurance have been updated to reflect that they
  are the borrower's responsibility and have been removed from the escrow
  calculation.
  
  The
  enclosed escrow analysis was completed on July 28, 2025. The escrow
  analysis reflects the only amount to be paid from the escrow account are
  the taxes. The escrow payment decreased from $1,379.91 to $152.62. The
  monthly payment decreased from $2,286.91 to $1,059.62 effective with the
  September 1, 2025 payment. The escrow analysis also determined a surplus of
  $5,531.54, which was refunded to you via check number ********
  
  The request
  to cancel the escrow account was also reviewed; however, the request to
  cancel the escrow account was denied as the loan has not met its proper
  seasoning requirements. The account needs at least 24 months of payment
  history in order to be reviewed for the escrow removal.
  
  Please
  accept our sincere apology for any inconvenience caused by this error.
  Shellpoint takes its 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 español al número ***************
  
  Sincerely,
  
  Shannon
  H*****
  Compliance Department
  Shellpoint Mortgage Servicing
  
  Enclosure(s):
  Escrow Analysis, Payment History, Escrow Removal Denial Letter
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  Date:11/25/2024

  Type:Billing Issues
  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.

  Inefficient

  

  Business Response

  Date: 12/04/2024

  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 numerous collections calls you receive from Shellpoint.
  
  The due date for this account is the 1st day of each
  month. If a payment is not received in full by the 1st day of the month, the
  account will be past due. If a payment is not received in full by the end of 15
  days after the due date, a late charge may be assessed. The grace period refers
  solely to the date in which late fees may be assessed and has no bearing on
  when the account is considered past due or when collection activity may begin.
  
  When a payment is not received in full by the due date,
  attempts are made to contact the customer in order to prevent the account from
  further delinquency. Collection communications are placed solely for the
  purpose of determining payment intentions when the customer fails to pay as
  agreed. If the customer has agreed to make a payment, collection communications
  may continue if a payment is not received by the promised date.
  
  Per the enclosed loan history statement, a late charge of
  $9.20 was assessed to the loan on November 17, 2024, as the monthly payment was
  yet to be satisfied.
  
  On November 20, 2024, you explained to a representative
  the payment due November 1, 2024, had been placed in the mail on October 27,
  2024. It was explained we did not have records of the payment being received
  and were provided with the different payment options Shellpoint has to
  offer. 
  
  An outbound collection call was placed on November 22,
  2024, as Shellpoint was yet to receive the mailed payment.
  
  On November 26, 2024, you submitted a one-time over the
  phone payment of $952.28 for the November 1, 2024, monthly payment.
  
  Shellpoint offers a free recurring ACH payment option.
  Your monthly payments can be automatically drafted from your checking or
  savings account either monthly, bi-weekly, or semi-monthly. Proof of payment
  will appear on your bank statement. Automatic drafting will remain in effect
  until you notify us in writing that you wish to cancel this service. An ACH
  Draft Authorization has been mailed separately. To take advantage of this
  service, please complete the ACH Draft Authorization form, attach your voided
  check, and return it to our office.
  
  You may also enroll in the monthly recurring ACH payment
  plan through your online account on our web portal at www.shellpointmtg.com.
  One-time payments made on our web portal at www.shellpointmtg.com,
  via our pay-by-phone option through our Interactive Voice Recognition (“IVR”)
  system, or by speaking with a live representative from our Customer Service
  Department at 800-365-7107  are free of
  charge.
  
  Additionally, many online banking services allow you to
  transfer funds electronically. If Shellpoint is unavailable for electronic
  transfer through your bank, you may still electronically schedule a payment
  using your bank’s online BillPay service and they will mail a check on your
  behalf. Payments by mail or through your bank should be addressed to:
  
  Shellpoint
  Mortgage Servicing
  P.O. Box 650840
  Dallas, TX
  75265-0840
  
  As of the date of this correspondence, the loan is past
  due for the December 1, 2024, monthly payment of $952.28.
  

• Initial Complaint

  Date:11/01/2024

  Type:Billing Issues
  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.

  Shellpoint refuses to work with their Veteran customers. Our veterans affairs technician has been telling us for two months now that we qualify for the new **** program since we cannot afford the $5 less a month payment Shellpoint is offering for a modification. Ridiculous. Shellpoint is refusing to talk about the **** program. They act like they know nothing about it and don’t care that a veteran family could go into foreclosure, as **** will allow us to keep our home. They are legally supposed to be offering this program to veterans by October 1st 2024.

  

  Business Response

  Date: 11/08/2024

  Dear ****** ****** ******:
  
  This letter is in response to the Better Business Bureau
  (“BBB”) correspondence received by Shellpoint Mortgage Servicing
  ("Shellpoint") on November 1, 2024. 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 assistance
  with loss mitigation.
  Shellpoint takes its customer service and consumer
  protection obligations seriously and have dedicated staff to identify and
  resolve your concerns.
  
  Shellpoint is currently collaborating with the **** ********** ** ******** ******* (“”) to offer the ******** ******* ********* ******** ******* (“VASP”) as a potential option to homeowners in the near
  future. We are working closely with the ** to understand how this
  program can best benefit our veteran customers and offer new opportunities for
  loan servicing. While we are actively involved in the planning and preparation
  for its roll-out, we want to be transparent that this program is not
  yet available at this time. We
  understand that you may be interested in learning more or exploring this
  option, and once the program becomes available, you may apply for it at that
  time.
  
  Our
  records show that the enclosed modification offer dated September 17, 2024 was
  sent to your mailing address. The offer requires you to complete a trial period
  plan as a prerequisite to a loan modification. During the trial period, the
  homeowner demonstrates the ability to resume making monthly payments at the
  modified amount. Shellpoint is required to review your eligibility for a
  modification in accordance with the applicable program guidelines as well as
  base your eligibility on an assessment of your financial situation and several
  other factors. Therefore, modification terms are non-negotiable and cannot
  deviate from the investor’s terms.
  
  To successfully complete the trial
  period, you must make three (3) trial payments of $ each, due November
  1, 2024, December 1, 2024, and January 1, 2025. After successfully completing
  the trial period, Shellpoint will prepare the final modification agreement
  which will require your signature. Once the fully executed documents have been
  returned to our office, we will complete the modification, and the loan will be
  brought current. If you have questions regarding the modification offer or wish
  to discuss other potential options, please contact our Loss Mitigation
  Department at (***) ***-**** for further assistance.
  As of the date
  of this communication, the loan is due for the July 1, 2024 through November 1,
  2024 contractual payments.
  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 those 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 www.shellpointmtg.com. Alternatively, feel free to contact us
  directly at 1-800-365-7107 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 español al número 1-800-365-7107.
  
  Sincerely,
  
  Jihan J*****
  Compliance Department
  Shellpoint
  Mortgage Servicing

• Initial Complaint

  Date:10/23/2024

  Type:Billing Issues
  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.

  My loan was transferred to shellpoint from sls. I had around 1 year left of 10 of interest only payments then 5 years repayment phase at 0%. Shellpoint changed it immediately to 5 years at 9.25% and caused me to miss last months payment of almost $900 because I wasnt expecting this mistake on their part. Now they have changed the entire loan to 30 years at 9.25% without my consent. They sent a letter saying my situation is complex and will take time to resolve. Meanwhile im getting threatening letters to pay the fraudulent amounts! The phone reps are clueless. I want my loan corrected to the original sls terms and all my overdue payments canceled and start over with the right amount.

  

  Business Response

  Date: 11/11/2024

  We are writing in response to a dispute that you filed
  with the Better Business Bureau (“BBB”) and with the Consumer Financial
  Protection Bureau (“****”) with regard to the servicing of the above-referenced
  mortgage loan. We understand that by filing a dispute with these agencies, you
  have authorized us to upload a copy of our response to their websites. We
  further understand that you are requesting assistance with the terms of your
  loan.
  
  Per the enclosed loan agreement, the loan originated on
  August 24, 2006. The borrowing period ended on August 24, 2016, and the
  repayment period began on August 25, 2016.  
  
  In June 2016, while the loan was serviced by Specialized
  Loan Servicing, the loan was modified, the repayment period was extended by 174
  months and the interest rate remained the same.
  
  Please note neither of the agreements state the interest
  rate would be reduced to 0.00% during the repayment period.
  
  On May 1, 2024, Shellpoint’s parent company acquired
  Specialized Loan Servicing (“SLS”), your prior mortgage servicer, and
  subsequently merged SLS into Shellpoint.
  
  Due to an error at boarding, an inaccurate total amount
  due was provided in the September 2024, monthly billing statement. On October
  16, 2024, the September 20, 2024 monthly payment was updated to $425.37.
  
  Per the enclosed loan history statement, on October 30,
  2024, you submitted a payment of $864.45 for the September 20, 2024, and
  October 20, 2024, monthly payments. A late charge of $25.00 assessed for the
  September 20, 2024, monthly payment was waived, and the funds were applied as a
  partial payment.  
  
  As of the date of this correspondence, the loan is next
  due for the November 20, 2024, monthly payment of $407.78.
  
  Please accept our sincere apologies for any
  inconvenience this may have caused. Please
  know that Shellpoint takes its customer service obligations very seriously and your concerns have
  been brought to the attention of the appropriate people within our
  organization.

• Initial Complaint

  Date:10/04/2024

  Type:Billing Issues
  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 is falsely posting a loan to my credit report. I have made very little to no progress trying to correct their error by contacting them, so here I am.

  

  Business Response

  Date: 10/14/2024

  Dear ***** *****:
  
  This letter is in response to correspondence received from the Better Business Bureau (“BBB”) on October 3, 2024, regarding the above referenced property. Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
  
  We have received the same or similar dispute regarding the servicing of your mortgage account from the ******** ********* ********** ****** (“****”). Please be advised that Shellpoint will be responding to this inquiry with our response to your **** dispute, according to our standard business practices.
  
  We appreciate your business and the opportunity to review this matter for you. For any additional inquiries or assistance, please visit our website at www.shellpointmtg.com. Alternatively, feel free to contact us directly at 1-800-365-7107 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.
  
  Sincerely,
  
  Jason M*****
  
  Compliance Department Shellpoint Mortgage Servicing

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  The business made no effort to contact me back directly. The false loan has now been removed from my credit report because I disputed it through the credit agency. I have no confidence this would have been done by working exclusively with the business, it required additional agencies to be involved. I would not use or recommend this business. I see no way I will be compensating for the large amount of time it took me to correct their error and I view their efforts as speed bumps in the correction of the error. 
  

  I’m not sure what they want me to say. Do they want me to say they did the right thing because I spent time filing with other agencies to force them to do the right thing? The right thing would have been to correct the issue when I notified them directly.
  
  
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 11/11/2024

  Dear ***** *****:
  
  This letter is in response to the Better Business Bureau (“BBB”) correspondence received by Shellpoint Mortgage Servicing ("Shellpoint") on October 21, 2024, regarding the above referenced property. Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns.
  
  Our records indicate that the account previously transferred to ********** ******* ***** *******, *** as of October 1, 2023. Enclosed is a copy of the Notice of Servicing Transfer dated September 13, 2024.
  
  On July 31, 2024 the account was reported to the credit reporting bureaus as closed with a zero balance. No further credit reporting is scheduled for the account. Shellpoint will not agree to compensation in exchange for the resolution of this dispute.
  
  Please accept our sincere apology for any inconvenience caused by this error. Shellpoint takes its 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 www.shellpointmtg.com. Alternatively, feel free to contact us directly at 1-800-365-7107 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.
  
  Sincerely,
  
  Jason M*****
  
  Compliance Department
  
  Shellpoint Mortgage Servicing Enclosure: Notice of Servicing Transfer CC: Better Business Bureau

• Initial Complaint

  Date:07/16/2024

  Type:Billing Issues
  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 receive a letter in May 9 2024 that my mortgage was going to go down to $1908.97 previous it was $2509.59 for several months they did an escort analysis they had time to change it, I went to the app to pay my mortgage. They have not been changed. I wanted to the app.07/09/2024 to pay it again, they still have not changed it. I got into the 15 to make a payment for they hit me with a late fee. I feel that I shouldn’t have to pay that late fee due today negligent I’m reaching out to you to resolve this issue so I wouldn’t have to pay this late fee. They still have not changed it and it been five days since I notify them over five days so they have time to pay a late fee $30 late fee due to the negligent

  

  Business Response

  Date: 07/19/2024

  Dear ****** ** *****:
  
  This letter is
  in response to the Better Business Bureau (“BBB”) correspondence received by
  Shellpoint Mortgage Servicing ("Shellpoint") on July 10, 2024 and
  correspondences received on July 3, 2024 regarding the above referenced
  property. 
  
  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 received a letter
  on May 9, 2024 stating your mortgage payment would decrease from $2,509.59
  to $1,908.97. You state the change was not reflected in the app when you
  attempted to pay on July 9, 2024 and again on July 15, 2024 resulting in a late
  fee being assessed. You are requesting to have the late fee assessed waived.
  
  Our research has determined the online account was accurately
  showing the monthly payment to be $1,908.97 with a total amount due of
  $1,938.97. Included in the total amount due was $30.00 in late charges.  These were accessed due to the February 1,
  2024 and March 1, 2024 payments being received after the grace period expired.
  Your payments are due on the first day of each month, and
  you are allotted a fifteen (15) day grace period before a late charge is
  assessed.  Your monthly payments must be
  received by the fifteenth of the month to avoid a late charge.  
  
  As a one-time
  courtesy, the two late charges accessed for the February and March 2024 were
  waived on July 15, 2024. The July 1, 2024 contractual monthly payment was not
  received until July 17, 2024; therefore, a late charge of $15.00 was accessed
  to the account.
  
  
  As of the date of this letter, loan is due for the August
  1, 2024, contractual monthly payment in the amount of $1,908.97.
  
  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 you were unsatisfied
  with the servicing of your account.
  
  We have
  researched your account and our records indicate that the monthly payment
  amount show in the online account as described in your dispute was not in
  error. We trust that we have responded to your concerns.  You have a right to request the documents
  relied on by Shellpoint in reaching the determinations communicated in this
  letter by contacting us at the number below.
  
  We appreciate your business and the opportunity to review
  this matter for you. For any additional inquiries or assistance, please contact
  Customer Service at ************* Monday through Friday from 8:00 AM to 5:00 PM
  CT. You can also find helpful information on our Frequently Asked Questions
  (“FAQs”) page on our website at *********************. From the Help menu,
  choose FAQs from the drop-down menu for quick access to answers to common
  questions.