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:08/23/2023

  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 dispute with Shellpoint Mortgage started when they sent me a letter telling me I am in default and have missed two payments when in reality I'm not even 30 days late. Had conversations with them via phone and they admitted their system was messed up but not willing to give any solution to the problem. They held on to payments made and did not apply them when paid, and applied payments as principal only payments instead of regular monthly payments as they were intended. Started a risk claim against me on June 1st when I was still completely current. Being targeted because I had a previous BK (which this account was excluded from) and have high equity in my home and a low interest rate so I'm sure they're trying to take it from me so they can re-sell it at a higher interest rate. I'm currently helping my dad as he is going through cancer treatment and am not in a position to have to worry about losing my home in the middle of it from them not being able to do simple math.

  

  Business Response

  Date: 08/31/2023

  Your complaint states Shellpoint sent you a notice
  stating the loan was two months past due, but you state it should be less than
  30 days past due. You spoke with several agents who stated the system was
  incorrect, but they were not willing to correct the issue. You assert Shellpoint
  held on to payments, applied payments to the principal instead of the monthly installment
  as intended. You believe you are being targeted due to filing for bankruptcy,
  although the loan was not included in the case. Payments were submitted on
  December 20, 2022 for $1,900.00 for the December 2022 installment, January 18,
  2023 for $1,860.00 for the January 2023 installment, February 16, 2023 for
  $1,860.00 for the February 2023 installment, February 28, 2023 for $1,860.00
  for the March 2023 installment, March 28, 2023 for $1,860.00 for the April 2023
  installment, May 2, 2023 for $1,870.00 for the May 2023 installment, May 31,
  2023 for $1,875.00 for the June 2023 installment and August 1, 2023 for the
  July 1, 2023 installment. You are requesting for your credit reporting be
  adjusted and the loan be service transfer to a different servicer. When the
  loan was acquired on November 2, 2022, the loan was next due for the December
  1, 2022 installment and there was a balance of $131.43 in unapplied funds
  (“UAF”). On November 5, 2022, the amount of $131.43 in the UAF was applied
  towards the principal. The payment hierarchy requires the
  full amount be received before funds can be applied to the due date. Partial
  payments received are placed and held in UAF until additional funds are
  received to satisfy a full payment. Once the installment amount has been received,
  the funds are removed from UAF and applied to the account. Per the enclosed
  loan history statement, funds in the amount of $1,860.00 received January 18,
  2023 were placed in UAF as they were not enough to satisfy the January 1, 2023
  installment at $1,868.57. This caused for the loan to be paid one month in
  arrears. To correct your payment history, on August 29, 2023 the loan went
  under maintenance as follows: $1,863.06 was reversed as the June 2023
  installment $4.80 was reversed from the principal $1,863.06 was reversed as the
  May 2023 installment $1,868.57 was reversed as the April 2023 installment $1,868.57
  was reversed as the March 2023 installment $1,524.29 was reversed as the
  February 2023 installment $1,868.57 was reversed as the January 2023
  installment $1,860.00 was reapplied as the January 2023 installment, with
  adjustments (escrow payment portion was shortened by $8.57) and an effective
  date of January 18, 2023 $1,860.00 was reapplied as the February 2023
  installment, with adjustments (escrow payment portion was shortened by $8.57)
  and an effective date of February 16, 2023 $1,860.00 was reapplied as the March
  2023 installment, with adjustments (escrow payment portion was shortened by
  $8.57) and an effective date of February 28, 2023 $1,860.00 was reapplied as
  the April 2023 installment, with adjustments (escrow payment portion was
  shortened by $8.57) and an effective date of March 28, 202 $1,863.06 was reapplied
  as the May 2023 installment, with an effective date of May 2, 2023 $6.94 was
  reapplied to the principal, with an effective date of May 2, 2023 $1,863.06 was
  reapplied as the June 2023 installment, with an effective date of May 31, 2023 $11.94
  was reapplied to the principal, with an effective date of May 31, 2023 $1,863.06
  was reapplied as the July 2023 installment, with an effective date of August 1,
  2023 Enclosed is a copy of the Loan History Statement for your review. Please note,
  while the loan was under a Chapter 13 bankruptcy, the loan did not report past
  due with the CRAs. Since the bankruptcy has now been dismissed, Shellpoint will
  send the CRAs an update to remove the Chapter 13 Bankruptcy information from
  your credit history. Going forward, your account will report without the
  bankruptcy information.Please note, it is customary in the mortgage lending
  industry for accounts to be sold and transferred between lending institutions.
  These transfers do not require the permission of the debtor to take place. The
  account will remain with Shellpoint at this time. Furthermore, when a consumer
  files bankruptcy there is not an option to choose which debts will be
  "included" in the action. All debts must be declared, and any secured
  property becomes property of the estate of the bankruptcy. As of the date of
  this correspondence, the loan is next due for the September 1, 2023 installment
  for $1,863.06. 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.

  

  Business Response

  Date: 08/31/2023

  Your complaint states Shellpoint sent you a notice
  stating the loan was two months past due, but you state it should be less than
  30 days past due. You spoke with several agents who stated the system was
  incorrect, but they were not willing to correct the issue. You assert Shellpoint
  held on to payments, applied payments to the principal instead of the monthly installment
  as intended. You believe you are being targeted due to filing for bankruptcy,
  although the loan was not included in the case. Payments were submitted on
  December 20, 2022 for $1,900.00 for the December 2022 installment, January 18,
  2023 for $1,860.00 for the January 2023 installment, February 16, 2023 for
  $1,860.00 for the February 2023 installment, February 28, 2023 for $1,860.00
  for the March 2023 installment, March 28, 2023 for $1,860.00 for the April 2023
  installment, May 2, 2023 for $1,870.00 for the May 2023 installment, May 31,
  2023 for $1,875.00 for the June 2023 installment and August 1, 2023 for the
  July 1, 2023 installment. You are requesting for your credit reporting be
  adjusted and the loan be service transfer to a different servicer. When the
  loan was acquired on November 2, 2022, the loan was next due for the December
  1, 2022 installment and there was a balance of $131.43 in unapplied funds
  (“UAF”). On November 5, 2022, the amount of $131.43 in the UAF was applied
  towards the principal. The payment hierarchy requires the
  full amount be received before funds can be applied to the due date. Partial
  payments received are placed and held in UAF until additional funds are
  received to satisfy a full payment. Once the installment amount has been received,
  the funds are removed from UAF and applied to the account. Per the enclosed
  loan history statement, funds in the amount of $1,860.00 received January 18,
  2023 were placed in UAF as they were not enough to satisfy the January 1, 2023
  installment at $1,868.57. This caused for the loan to be paid one month in
  arrears. To correct your payment history, on August 29, 2023 the loan went
  under maintenance as follows: $1,863.06 was reversed as the June 2023
  installment $4.80 was reversed from the principal $1,863.06 was reversed as the
  May 2023 installment $1,868.57 was reversed as the April 2023 installment $1,868.57
  was reversed as the March 2023 installment $1,524.29 was reversed as the
  February 2023 installment $1,868.57 was reversed as the January 2023
  installment $1,860.00 was reapplied as the January 2023 installment, with
  adjustments (escrow payment portion was shortened by $8.57) and an effective
  date of January 18, 2023 $1,860.00 was reapplied as the February 2023
  installment, with adjustments (escrow payment portion was shortened by $8.57)
  and an effective date of February 16, 2023 $1,860.00 was reapplied as the March
  2023 installment, with adjustments (escrow payment portion was shortened by
  $8.57) and an effective date of February 28, 2023 $1,860.00 was reapplied as
  the April 2023 installment, with adjustments (escrow payment portion was
  shortened by $8.57) and an effective date of March 28, 202 $1,863.06 was reapplied
  as the May 2023 installment, with an effective date of May 2, 2023 $6.94 was
  reapplied to the principal, with an effective date of May 2, 2023 $1,863.06 was
  reapplied as the June 2023 installment, with an effective date of May 31, 2023 $11.94
  was reapplied to the principal, with an effective date of May 31, 2023 $1,863.06
  was reapplied as the July 2023 installment, with an effective date of August 1,
  2023 Enclosed is a copy of the Loan History Statement for your review. Please note,
  while the loan was under a Chapter 13 bankruptcy, the loan did not report past
  due with the CRAs. Since the bankruptcy has now been dismissed, Shellpoint will
  send the CRAs an update to remove the Chapter 13 Bankruptcy information from
  your credit history. Going forward, your account will report without the
  bankruptcy information.Please note, it is customary in the mortgage lending
  industry for accounts to be sold and transferred between lending institutions.
  These transfers do not require the permission of the debtor to take place. The
  account will remain with Shellpoint at this time. Furthermore, when a consumer
  files bankruptcy there is not an option to choose which debts will be
  "included" in the action. All debts must be declared, and any secured
  property becomes property of the estate of the bankruptcy. As of the date of
  this correspondence, the loan is next due for the September 1, 2023 installment
  for $1,863.06. 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:08/23/2023

  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 bank account was hacked I opened a new account and reported this to my mortgage company newrez this was 8 months ago I was on auto pay since then I have not been able to contact newrez they just hang up or ignore you online we are up to date with our payments but are being charged late fees I sent them a voided check and required paperwork to no avail this company is the worst what are my options?!

  

  Business Response

  Date: 09/21/2023

  September 1, 2023
  
  ****** ** ********
  ******* ** ********
  **** ******** *****
  ******* ** *****
  
  Sent via email: ***************
  
  RE: BBB Complaint ID #: ********
  Original Creditor: ******* ******** ***********
  Original Loan Number: **********
  Current Owner: Newrez LLC d/b/a Shellpoint Mortgage Servicing
  Date of Last Payment: August 24, 2023
  Reference #: **********
  Account #: ********
  Property: **** ******** *****
  ******* ** *****
  
  
  Dear ****** ** ******** and ******* ** ********:
  
  This letter is in response to the Better Business Bureau complaint received on August 23, 2023, regarding the subject property.
  Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Newrez LLC
  (“Newrez”) began servicing the loan on the behalf of the owner referenced above on or about July 1, 2019.
  
  Please know that Newrez takes its customer service and consumer protection obligations very seriously and has significant staff
  dedicated to its compliance related functions to identify, resolve, and permanently correct operational deficiencies and improve upon
  consumer concerns.
  
  Your complaint states your bank account was hacked and you opened a new bank account. You notified Newrez about this event
  previously and have been on automatic payments. Also, you indicated you have been unable to contact us or when you do call you get
  hung up on and you are ignored when you attempt to reach us online. You also stated your records show you are up to date with your
  payments, but you are being charged late charges.
  
  Upon review of the loan, we show your payments have been paid by phone pay, a scheduled payment made with our Customer
  Support Representative, or our payment address, but we do not have a record of your Automated Clearing House (“ACH”) enrollment
  form for your current bank account ending in ****. Your monthly recurring payments ceased in January 2023 when your monthly
  installment for January 1, 2023 was returned on January 6, 2023 as a “frozen account.” We stopped your monthly recurring payments
  as a result and we have removed the old bank information. You are now able to setup a new monthly recurring payment online, or
  you can provide us a new ACH form.
  
  Newrez offers several options to make a payment. Payments may be remitted via mail, by phone, online (availability determined by
  account status) or via our automatic payment program.
  
  With our automatic payment programs the monthly payment is automatically debited on the date that you select. The date selected
  cannot extend past the late charge date. The debit will occur on the first business day after the date selected if the date selected falls
  on a weekend or a holiday. This option is only available on current accounts. We have enclosed an ACH Enrollment Form for your
  convenience.
  
  
  
  KP09012023B
  You can now transfer funds electronically through many online banking services. If your bank does not have Newrez available for
  electronic transfer, you may still be able to electronically schedule your 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:
  
  Newrez LLC
  **** *** ******
  ******* ** **********
  
  We also investigated the issue(s) regarding your inability to reach us by phone or online. Our records indicate you have successfully
  been able to reach us on several occasions to make phone payments and have spoken with our Customer Service Representatives
  from the time your loan service transferred to Newrez to the present. You have had phone conversations with our representatives, or
  our Interactive Voice Response (“IVR”) System, on the following dates:
  
  • January 30, 2023 – phone payment for $1,156.78
  • February 3, 2023 – phone payment for $1,156.78
  • March 6, 2023 – IVR payment for $1,156.78
  • April 13, 2023 – IVR payment for $1,156.78
  • May 17, 2023 – one-time ACH payment for $1,156.78
  • June 5, 2023 – phone payment for $1,192.50
  • July 11, 2023 – IVR payment for $1,192.50
  
  We also show you have full online access. You are registered in our customer service portal with the username ***************
  with your last login date as June 5, 2023. For assistance with the online account or access issues with the web portal, we request that
  you contact our Customer Service Department via telephone at ***** *********
  
  The due date for the loan is the first day of each month. If a payment is not received in full by the first day of the month, the loan 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. Per the Loan
  History Statement, the payment due August 1, 2023 was received on August 24, 2023. Therefore, the late charge assessed for $14.35
  is valid. However, on August 28, 2023, we have waived the late charge assessed on August, 17, 2023 as a one-time courtesy.
  
  As of the date of this letter, your loan is due for the September 1, 2023 installment in the amount of $1,192.50. We have enclosed the
  Loan History Statement for your review.
  
  Newrez has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting
  this determination.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET or via email at ************************ for any questions regarding this
  response. You may also contact our Customer Service Department at ************.
  
  Sincerely,
  
  Kenneth D****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:08/21/2023

  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.

  I was notified on July 10, 2023 that my mortgage loan was being transferred to NewRez LLC effective 8/1/2023. The letter stated I would be notified by my new servicer within 15 days. It is now August 12 and I still have never received a phone call, email or letter in the mail with any information what so ever. In need of making my mortgage payment on time, I have made several attempts by phone and through their website to do so with no success. When you call ANY number associated with NewRez there is a recording that says “your call can not be completed at this time, try again later” and it disconnects. After creating an account on their website and providing my name, loan account number and social security number (which I regret), the website says that my loan cannot be found. I have seen a zillion complaints made against this weirdo company that I DONOT want to do business with at all, EVER. I am so aggravated that my previous mortgage servicer, NationStar(Mr Cooper), would even do business with this horrific company Worst customer service I have ever seen, if this company even really exists.

  

  Business Response

  Date: 09/07/2023

  August 30, 2023
  
  ***** ******
  ****** ******** ******
  *** ****** *****
  ******** ******** ** *****
  
  Sent Via Email: **************************
  
  
  
  RE: Complaint ID #: ********
  Reference #: **********
  Account #: ********
  Property: *** ****** *****
  ******** ******** ** *****
  
  
  Dear ***** ****** and ****** ******** ******:
  
  This letter is in response to the Better Business Bureau complaint received on August 21, 2023, regarding the subject
  property. Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Newrez
  LLC (“Newrez”) began servicing the loan on the behalf of the owner referenced above on or about August 1, 2023.
  
  Please know that Newrez takes its customer service and consumer protection obligations very seriously and has significant staff
  dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and
  improve upon consumer concerns.
  
  Your complaint states you were notified your loan would be transferred from Mr. ****** to Newrez effective August 1, 2023, and
  you would be notified by Newrez withing 15 days. You have not received any contact from Newrez even after making several
  attempts to contact then by telephone and website. When placing call to Newrez the recording states, “Your call can not be completed
  at this time, try again later,” and disconnects. You attempted to create an account through Newrez online portal, but your loan could
  not be found. You are requesting contact from Newrez to confirm the transfer of your loan.
  
  When your loan is scheduled for a service transfer, the current servicer should provide a Goodbye Letter, which provides information
  regarding when the loan will transfer, and your new servicer contact information at least fifteen days prior to the transfer date. The
  Real Estate Settlement Procedures Act (“RESPA”) requires your new servicer to notify you of a transfer of servicing within fifteen
  days following the effective date of the service transfer. Your loan was service released to Newrez on or about August 1, 2023 and
  Newrez mailed the required correspondence on August 5, 2023, to your requested mailing address of *** ****** ***** ********
  ******** ** *****. The notice advised of available payment options, information regarding your loan, and the status of your loan at
  the time of transfer. Enclosed for your reference is a copy of the Welcome Letter.
  
  When a loan is within the initial 60-day transition period, Newrez will not assess any late fees nor report late payments to the
  Consumer Reporting Agencies (“CRAs”), as payments made to the prior servicer may be delayed in being posted to the loan due to
  the transfer. Unfortunately, this causes the loan to appear delinquent. In addition, it may take up to 60 days to retrieve all payments
  and/or documents from your previous servicer. The 60-day transition period ended on September 30, 2023. After the 60-day
  transition, NewRez may assess a late fee to the loan if the full monthly installment is not received prior to the 16th of each month.
  Additionally, NewRez would report the loan to the CRAs if the monthly installment is not received within the same month.
  
  
  
  
  KE08302023A
  Upon review of your correspondence, Newrez has been unable to determine an error with our phone system using the phone number
  ************* Additionally, we believe the recording received of “your call can not be completed at this time, try again later” is not
  an error provided by our phone system. However, we believe this may be a phone carrier issue. Our records show you were able to
  successfully reach our Customer Service Department on August 15, 2023 and requested assistance with providing your loan number.
  
  On the same day, our records indicate you were able to log into our online Customer Service Portal and the account registration was
  successfully completed. On August 15, 2023, Newrez also received an online payment of $1,713.36 of which $1,413.36 applied to the
  August 1, 2023 installment and $300.00 to the principal balance.
  
  As of the date of this communication, the loan is current and due for the next installment on September 1, 2023 in the amount of
  $1,413.36.
  
  Newrez is committed to working with each of our customers to provide the highest level of service possible. We regret your
  experience did not meet the level of service we are committed to. Although we apologize for any inconvenience, we have been unable
  to determine that a servicing error occurred after investigating your dispute. You have the right to request documentation supporting
  our determination that no error has occurred in the servicing of the loan.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me at ************ Monday through Friday
  between the hours of 7:30 a.m. to 4:00 p.m. (EST). You may also contact our Customer Service Department at *************
  
  Sincerely,
  
  Stanley B*****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:08/21/2023

  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.

  Newrez is the servicer for my home loan. I received an escrow analysis dated 7/26/2023 which had the incorrect amount listed for my homeowners insurance. I contacted Newrez on 7/31/2023 and requested a new escrow analysis since the incorrect homeowners insurance amount was causing my monthly payment to go up. I did not get a response. I followed up with an email on 8/16/2023 and to date have not received a response to my request. I received my monthly mortgage statement and it is showing the the higher amount.

  

  Business Response

  Date: 08/30/2023

  Your complaint states the escrow analysis completed July
  26, 2023 has an incorrect amount for your homeowner’s insurance and this has caused
  for your installment amount to increase. You contacted Newrez on July 31, 2023
  and requested a new escrow analysis. On August 16, 2023, you followed up on
  your request, but you have not received a response. You are requesting your
  insurance amount to be corrected and a new analysis be completed to adjust your
  installment amount.
  
  Pe the enclosed Initial Escrow Account Disclosure
  Statement signed on July 28, 2022, your homeowner’s insurance was estimated at
  $807.00. On October 25, 2022, a payment in the amount of $853.00 was disbursed
  to ******* *********.
  
  On November 28, 2022, you informed our Insurance
  Department your insurance policy was with *******, not ******* *********, and
  to avoid the policy being cancelled, you made a payment of $397.00 and
  requested for the difference of $139.00 to be submitted to ******* from your
  escrow account. On this same day, our Insurance Department was informed we were
  provided with the incorrect policy number by your carrier. On November 30, 2022
  a payment in the amount of $139.00 was disbursed to ******* **** ****. On
  December 12, 2022, a payment of $853.00 was disbursed to ******* **** ****, for
  total insurance disbursement of $992.00.
  
  On December 20, 2022, a refund of $853.00 was placed in
  your escrow account.
  
  On July 27, 2023, we received an insurance renewal notice.
  On July 28, 2023, and the amount of $1,226.00 was disbursed to *******.
  
  Please note, the escrow analysis completed on July 26,
  2023, in the anticipated payments, listed your insurance premium at $1,845.00
  due to the three insurance disbursements from 2022 ($853.00 + $853.00 +
  $139.00). This caused an escrow shortage of $946.49 and your installment amount
  adjusted from $3,346.83 to $3,449.10, effective with the September 1, 2023
  installment.
  
  On July 31, 2023, you requested the insurance premium amount
  be corrected and a new escrow analysis be completed. Please be aware, the
  request was  denied this request with the
  reason, no significant change from the last analysis, which was incorrect. On
  August 21, 2023, you requested a new escrow analysis.
  
  On August 23, 2023, an escrow analysis was performed with
  an updated hazard insurance amount of $1,226.00. The analysis found an escrow
  shortage of $379.06, which was spread to be collected in 24 months and your
  installment amount adjusted from $3,449.10 to $3,397.54, effective with the
  September 1, 2023 installment. Please note, the escrow shortage is due to your
  insurance premium increasing from the estimated $807 to $1,226.00.
  
  Although Newrez
  strives to respond to correspondence within a few days, by law we are allowed
  up to thirty (30) days in which to conduct an investigation, take corrective
  action (if necessary) and provide you with a formal response.
  
  As of the date of this correspondence, the loan is next
  due for the September 1, 2023 installment for $3,397.54.
  
  Please
  accept our sincere apologies for any inconvenience this may have caused. Please know Newrez 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:08/21/2023

  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.

  NewRez completely disregarded guidance from me and the Nevada County of California to pay a property tax bill. I've been on the phone with many NewRez Customer Service reps and ask multiple times for a supervisor to call me. They increased by monthly mortage rate by $600 and refusing to help me find resolution. They were supposed to pay $4,198.83 but ended up cutting a check to my county in the amount of $7,642.06. The county hasn't received any money yet and NewRez won't come up with an option to find resolution.
  
  I am filing the complaint because they have not bother to assist me in finding resolution after multiple attempts to speak to a supervisor in the tax department. Every rep has taken my name and number and promised a call back but no has called me.
  
  In addition, I need to ensure my property taxes are paid before the end of August.

  

  Business Response

  Date: 09/07/2023

  Please be advised, the tax payment
  information in our system is an anticipated amount based on amounts paid from
  the prior year or received at the loan’s closing. Shellpoint is notified
  through a report called a Tax Assessment Roll (“TAR”) report of the total
  amount of taxes due for each installment. Upon receipt of the TAR report for
  upcoming installments, the tax amount is updated in our system and paid for the
  correct amount due. As such, your tax installment is set up to be reported
  and reviewed for payment through our Tax Assessment Roll (“TAR”) report
  process.  
  
  Please note, certain tax notices may not be forwarded to Newrez for review such
  as Supplemental tax notices, or Corrected tax billing notices. Therefore, it is
  the homeowner’s responsibility to notify Newrez of any notices once they are
  received. Newrez requests any documentation and Tax Bills be sent in thirty
  (30) days prior to the due date, if possible. This ensures we have enough time
  to process any manual payments due. Should penalties and interest accrue due to
  late payment of the taxes as the result of the tax notices not being forwarded
  to Newrez in a timely manner, the penalties will be included in the amount
  debited from your escrow account at the time we disburse the tax payment. 
  
  Please see the attached for our complete response to this complaint. 

  

  Business Response

  Date: 09/07/2023

  Please be advised, the tax payment
  information in our system is an anticipated amount based on amounts paid from
  the prior year or received at the loan’s closing. Shellpoint is notified
  through a report called a Tax Assessment Roll (“TAR”) report of the total
  amount of taxes due for each installment. Upon receipt of the TAR report for
  upcoming installments, the tax amount is updated in our system and paid for the
  correct amount due. As such, your tax installment is set up to be reported
  and reviewed for payment through our Tax Assessment Roll (“TAR”) report
  process.  
  
  Please note, certain tax notices may not be forwarded to Newrez for review such
  as Supplemental tax notices, or Corrected tax billing notices. Therefore, it is
  the homeowner’s responsibility to notify Newrez of any notices once they are
  received. Newrez requests any documentation and Tax Bills be sent in thirty
  (30) days prior to the due date, if possible. This ensures we have enough time
  to process any manual payments due. Should penalties and interest accrue due to
  late payment of the taxes as the result of the tax notices not being forwarded
  to Newrez in a timely manner, the penalties will be included in the amount
  debited from your escrow account at the time we disburse the tax payment. 
  
  Please see the attached for our complete response to this complaint. 

• Initial Complaint

  Date:08/21/2023

  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.

  Remittances not applied to mortgage. ********** My mortgage account was transferred from Mr. ****** on 08/01/2023.
  Two identical remittances were sent electronically through ***** ***** ****** ***** and ******. Each remittance is $970.00 for a total of $1940.00.which should be used to complete the monthly payment, with the remainder being applied as additional principal. The Newrez website shows only one remittance and the customer service rep does not know where the other remittance is. The attachment shows both transactions processed and sent to Newrez.
  We are looking to have this corrected by finding and applying both remittances as directed.

  

  Business Response

  Date: 09/07/2023

  August 31, 2023
  
  ******* *****
  **** ** ***** ******
  ******** ** *****
  
  Sent Via Email: **********************
  
  
  RE: Complaint ID #: ********
  
  
  Dear ******* *****
  
  This letter is in response to the Better Business Bureau complaint received on August 21, 2023, regarding the subject property. Please
  know that Newrez takes its customer service and consumer protection obligations very seriously and has significant staff dedicated to
  its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and improve upon
  consumer concerns.
  
  Please be advised that our records do not indicate that you are authorized to receive information on the debt associated with the
  subject property. According to privacy laws, Newrez can only release information regarding the loan to the mortgagor, mortgagor’s
  authorized representative, or executor/executrix of an estate. As of the date of this letter, Newrez has not received the proper
  authorization or other documentation stating your right to receive information on the property.
  
  Therefore, we are unable to comply with your request to provide additional details regarding the status of the loan until proper
  authorization is received in our offices. It should also include what information we are allowed to disclose to you. You may send the
  required signed written authorization to the following mailing address or via fax to:
  
  Newrez LLC
  **** *** *****
  *********** ** *****
  **** ************
  
  You have the right to request documentation supporting our determination that no error has occurred in the servicing of the loan.
  
  Should you have further questions, you may contact our Customer Service Department at ************. Alternatively, you may
  contact me directly at ************ Monday through Friday between the hours of 8:30 a.m. to 5:30 p.m. ET or via email at
  ************************ for any questions regarding this response.
  Sincerely,
  
  Kenneth D****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:08/21/2023

  Type:Product 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.

  On May 25th, 2023, I paid off my home mortgage loan in excess of the total amount outstanding. I was issued a refund in the amount of $2,352.83 on check *******. Upon depositing the check, I received notice by Wells Fargo that the check is "Returned Unpaid" and the funds were withdrawn from my account.
  I've called 4 times and each time they've acknowledged the mistake and guaranteed me that it would be taken care of and a new check would be sent out. They are not taking care of this and owe me the funds.
  If this was the other way around and I owed them money, I would have late fees plus interest. I'm requesting the same in return given I've spend over 3 hours on the phone with them while each call attendant investigated the issue.

  

  Business Response

  Date: 09/07/2023

  August 29, 2023
  
  ****** ******
  *** ****** ****** ****
  ********* *****
  *********** ** *****
  
  Sent via email: ******************
  
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: ********
  Property: **** ***** ****
  ********* ** *****
  
  
  Dear ****** ******:
  
  This letter is in response to the Better Business Bureau (“BBB”) complaint received on August 21, 2023, regarding the subject
  property. Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Newrez
  LLC (“Newrez”) began servicing the loan on the behalf of the owner referenced above on or about February 19, 2019.
  
  Please know that Newrez takes its customer service and consumer protection obligations very seriously and has significant staff
  dedicated to its compliance related functions to identify, resolve, and permanently correct operational deficiencies and improve upon
  consumer concerns.
  
  Your complaint states you paid off your mortgage on May 25, 2023 and received a refund check via check number ******* in the
  amount of $2,352.83. However, you were later notified by your banking institution that the check returned unpaid, and funds were
  withdrawn from your account. You called Newrez 4 times concerning this and you were told a new check would be issued. You are
  requesting for the refund check to be returned to you.
  
  On May 25, 2023, we received a wired payment of $363,515.15 which initially posted to the loan’s unapplied balance. On the same
  day, $362,781.31 was removed from the unapplied account and $362,771.31 completed the Payoff of the loan and $10.00 satisfied the
  $10.00 Lien Release Fee. After the loan was paid in full, an escrow balance of $297.30 and an unapplied funds balance of $733.84
  remained.
  
  Per the Real Estate Settlement Procedures Act (“*****”), Regulation X, §1024.34, within 20 business days of a homeowner’s
  payment of a mortgage loan in full, any amounts remaining in an escrow account or in unapplied funds shall be disbursed to the
  homeowner. It is a standard business practice for funds to be disbursed 20 business days after a payoff to ensure funds have been
  processed, there are no issues with the payoff, and all outstanding invoices have been paid.
  
  In accordance with *****, on June 12, 2023, we issued your refund of $1,031.14 via check number *******. The refund was
  comprised of the remaining escrow and unapplied balances. Our records indicate the refund check was sent to the mailing address on
  file at the time, *** ****** ****** ***** ********* ****** *********** ** *****.
  
  On June 13, 2023 we received a BillPay payment via check number ******** in the amount of $2,352.83 which was placed in the
  unapplied account as the loan was paid in full. On June 14, 2023, we removed $2,352.83 from the unapplied account and issued you a
  check refund. However, on June 20, 2023, we received a notice of Non-Sufficient Funds (“NSF”) from your financial institution
  regarding check number ******** in the amount of $2,352.83, due to a stop payment being placed on this check. A NSF fee of
  
  
  KE08292023B
  $30.00 was assessed to the loan due to the returned payment. On June 21, 2023, Newrez mailed the enclosed notice advising of the
  returned payment. Since the BillPay payment of $2,352.83 was returned from your banking institution, Newrez voided the refund
  check that was issued on August 14, 2023.
  
  Please know that Newrez is unable to stop any future payments received by your or your banking institution after the loan was paid in
  full. As such, payments received after the loan has been paid in full will be returned. Additionally, Newrez is unable to place stop
  payments on checks that are received. It is the homeowner’s responsibility to ensure all BillPay payments are cancelled.
  
  After further review of your correspondence, Newrez acknowledges that you are requesting a replacement refund of $2,352.83 as this
  has been guaranteed to you. We would like to apologize for this inconvenience and incorrect information provided. Newrez is unable
  to honor this request and determined no refund is available as the check payment received on June 13, 2023 was returned on June 20,
  2023 due to a stop payment.
  
  As the date of this letter, the loan was paid in full on May 25, 2023.
  
  Although Newrez apologizes for any inconvenience, we have been unable to determine that an error occurred after investigating your
  dispute. You have the right to request documentation supporting our determination.
  
  Should you have further questions, you may contact our Customer Service Department at ************. Alternatively, you may
  contact me directly at ************ Monday through Friday between the hours of 8:30 a.m. to 5:30 p.m. ET or via email at
  ************************ for any questions regarding this response.
  
  Sincerely,
  
  Kenneth D****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:08/21/2023

  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.

  marked my account late in Jan 2023. proof of payment attached. called customer service 10 different times, was told that i wasn't late and i would not incur any fees.
  1. Maria was the only name she would give.
  2nd call-was told that i was late again-i sent in 4 full mortgage payments because i didn't want to be late-proof of payments uploaded.
  3rd call-was finally told that Newrez changed address and the reason for the delay on my electronic payments was that they were being mailed to old address.
  4th call-put on hold and eventually got hung up on.
  5th call-put on hold and eventually got hung up on
  6th call-was told i would not be marked late.
  
  i was never informed that the address had changed had always used electronic payment. I made 68 on time payments prior to this fiasco.

  

  Business Response

  Date: 09/07/2023

  August 31, 2023
  
  ****** ** ***** ***
  ****** ** *****
  *** ********** ****
  ********** ** *****
  
  Sent Via Email: **********************
  
  
  
  RE: Complaint ID #: ********
  Reference #: **********
  Account #: ********
  Property: **** ********** ******
  ***** ********** ** *****
  
  
  Dear ****** ** ***** *** and ****** ** *****:
  
  This letter is in response to the Better Business Bureau complaint received on August 21, 2023, regarding the subject
  property. Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Newrez
  LLC (“Newrez”) began servicing the loan on the behalf of the owner referenced above on or about August 16, 2018.
  
  Please know that Newrez takes its customer service and consumer protection obligations very seriously and has significant staff
  dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and
  improve upon consumer concerns.
  
  Your complaint states you were reported late for January 2023 installment as you have provided proof of the payment. You contacted
  Newrez several times and received different information each time. You were informed payments were being sent to the incorrect
  address, which you were never informed of the address change. You have always used electronic payment and have made 68 on time
  payments prior. You are requesting a correction to your credit report, along with bill adjustment and a refund.
  
  Newrez’s payment address was updated in October 2022 and was provided on your Mortgage Statements. The new address was also
  provided on our online portal as well. If your payments were setup through your bank institution’s online Billpay, the information
  should have been updated to ensure future payments are received timely. For your reference below we have provided our updated
  payment address:
  
  Newrez LLC
  ** *** ******
  ******* ** **********
  
  
  Upon review of your Loan History Statement, Newrez did not receive a payment in December 2022. Our records indicate the
  December 2022 installment was satisfied in January 2023. Please see the below payments that were received in January 2023.
  
  • On January 4, 2023, we received a BillPay payment of $750.00, satisfying the December 1, 2022 installment.
  • On January 6, 2023, we received a BillPay payment of $750.00, satisfying the January 1, 2023 installment.
  • On January 12, 2203, we received a BillPay payment of $757.03, satisfying the February 1, 2023 installment.
  
  
  
  KE08312023C
  Regarding your credit report, it was confirmed the loan was reported 30 to 59 days past due to Consumer Reporting Agencies
  (“CRAs”), in the month of December 2022 not January 2023. As the December 2022 installment was not received until January 4,
  2023, the loan was reported past due.
  
  However, Newrez has determined that we received documentation reflecting a BillPay payment was sent in the amount of $760.00 on
  December 5, 2022 with an expected delivery date of December 12, 2022 to Shellpoint. Since a copy of the front and bank of the
  cancelled check was not provided, we are unable further review the address the payment was sent to. As such, we have completed a
  manual update to remove the late payment reported for the month of December 2022 to report as No data. No data is not a negative
  nor positive reporting but will remove the previous past due reporting. Please allow five to seven business days for the CRAs.
  
  As of the date of this communication, the loan is current and due for October 1, 2023 installment of $757.03.
  
  Although we apologize for any inconvenience, we have been unable to determine that a servicing error occurred after investigating
  your dispute. You have the right to request documentation supporting our determination that no error has occurred in the servicing of
  the loan.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. If you have any additional questions or concerns, please contact our
  Customer Service Department at ************. Alternatively, you may contact me at ************ Monday through Friday between
  the hours of 7:30 a.m. to 4:00 p.m. (EST) or via email at *************************.
  
  Sincerely,
  
  Stanley B*****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:08/17/2023

  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.

  In June my mortgage payment was received by Newrez. They cashed the check and denied receiving the payment. Several attempts were made to get them to investigate and correct the issue without success. I visited my bank an in a three way cellphone call the bank president resolved their error. Newrez did cash the check and receive payment on time as required. They agreed to make all corrections. They did not correct their notification to the credit bureau lowering my credit rating and score. This company is uncooperative and unprofessional, They seem extremely inexperienced and unwilling to consider the customer!

  

  Business Response

  Date: 09/07/2023

  August 25, 2023
  
  **** ** ********
  *** ****** ****** *****
  ******** ** *****
  
  Sent via email: ********************
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: ********
  Property: *** ****** ****** *****
  ******** ** *****
  
  Dear **** ** ********:
  
  This letter is in response to the Better Business Bureau complaint received on August 17, 2023, regarding the subject property.
  Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Newrez LLC
  (“Newrez”) began servicing the loan on the behalf of the owner referenced above on or about January 1, 2020.
  
  Please know that Newrez takes its customer service and consumer protection obligations very seriously and has significant staff
  dedicated to its compliance related functions to identify, resolve, and permanently correct operational deficiencies and improve upon
  consumer concerns.
  
  Your complaint states Newrez received your June 2023 mortgage payment which was cashed but they denied receiving the payment.
  You attempted several times to have this issue investigated and corrected, without success. As such, your credit report still is not
  corrected and your credit rating is lowered. You are requesting Newrez correct your credit reporting immediately.
  
  According to your Loan History Statement, Shellpoint did not receive a payment in June 2023. Upon further review of your loan, we
  were able to confirm the June 1, 2023 installment was submitted timely, but the incorrect loan number was listed on the check
  payment. Your check payment reflected a loan number ending in ****. Please note, your loan number is **********. Please ensure
  the correct loan number listed on your future check payments.
  
  On July 13, 2023, we were able to locate the misapplied payment. Therefore, we reversed this payment from the incorrect loan and
  reposted your payment as described below:
  
  • Check Number 6181 of $1,406.30 applied to the correct loan and of which $1,056.30 satisfied the June 1, 2023 installment,
  and $350.00 applied towards the principal, effective May 24, 2023.
  
  On August 17, 2023, Newrez submitted an Automated Universal Data (“AUD”) form to the Consumer Reporting Agencies (“CRAs”)
  to update the credit reporting to report as current for the month of June 2023. Please allow seven to ten business days from the
  submission date for the CRAs to update their records.
  
  Newrez cannot advise you regarding your credit score, as we have no knowledge of your credit profile or how the individual CRAs
  calculate your credit score. You may contact them directly to inquire about your credit report and credit score. Their contact
  information is provided below. We respectfully request you contact them directly with any issues regarding their determination of
  your credit score.
  
  
  
  KE08252023C
  ********** ******* ******** *******
  
  ****************** *************** **************** ***************
  
  ********** ******** ******* ****** ******** *********** ******* ********
  ********* *********** ********* **** ********** **** **********
  
  **** *** **** **** *** ****** **** *** **** **** *** ****
  ******** ** ***** ******** ** ***** ****** ** ***** *********** ** *****
  ***** ******** ***** ******** ***** ******** ***** ********
  
  As of the date of this letter, your loan is due for September 1, 2023 in the amount of $1,056.30. We have enclosed a copy of the Loan
  History Statement for your review.
  
  Although Newrez apologizes for any inconvenience, we have been unable to determine that an error occurred after investigating your
  dispute. You have the right to request documentation supporting our determination.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET or via email at ************************ for any questions regarding this
  response. You may also contact our Customer Service Department at ************.
  
  Sincerely,
  
  Kenneth D****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:08/15/2023

  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.

  As of August 1, 2023 , our mortgage was transferred from Mr. Cooper to Newrez. (Shellpoint) The information they have as the 3 people on our mortgage is incorrect. The deed from our home/ therefore our mortgage was changed years ago and is recorded in Chambers County Texas. I have tried 4 times to contact the service provide to see how this can be corrected on their end and I have been put on hold 30-45 minutes when finally I had to hang up. This customer service is unacceptable and I regret that my loan has to be serviced by such an incompetent and unresponsive customer service company. They are virtually unresponsive and depent on a phone robot to put customers in a voice mail black hole for infinity.
  Kathryn Goodman

  

  Business Response

  Date: 09/21/2023

  September 1, 2023
  
  ***** *******
  ******* ** *******
  ***** **** *******
  *** *** ***
  ******** ** *****
  
  Sent Via Email: *****************
  
  RE: Complaint ID #: ********
  Reference #: **********
  Account #: ********
  Property: *** *** *** *****
  ******** ** *****
  
  
  Dear ***** *******, ******* ** ******* and ***** **** *******:
  
  This letter is in response to the Better Business Bureau complaint received on August 14, 2023, regarding the subject
  property. NewRez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Newrez
  LLC (“Newrez”) began servicing the loan on the behalf of the owner referenced above on or about August 01, 2023.
  
  Please know that Newrez takes its customer service and consumer protection obligations very seriously and has significant staff
  dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and
  improve upon consumer concerns.
  
  Your correspondence states there are three parties listed on the mortgage rather than two parties which was changed years ago and
  recorded with your county. You have attempted several times with loan servicer to have this can be corrected. When calling Newrez
  you were placed on hold for a long period of time and the call was disconnected. You are requesting for Newrez to contact you and
  correct this error.
  
  Upon review of your correspondence, Newrez acquired your loan on or about August 1, 2023 from Mr. ******. Our records indicate,
  per signed Affidavit, Security Deed, and Note, your loan was originated with three homeowners listed. Enclosed you will find the
  origination documents with signatures from all three parties.
  
  Any transfer of rights and interests in the home solely to a specific party does not serve to remove either party from the loan or
  remove any financial obligation for the loan. The homeowners listed remain contractually obligated until the loan is paid in full,
  refinanced or their debt is otherwise discharged. Until the loan is paid in full or refinanced, all three homeowners will remain on the
  loan and are still contractually obligated to repay the debt.
  
  Newrez acknowledges that you have not been able to successful in speaking with our agents regarding this issue. We understand you
  experienced a long hold time when contacting our office and we apologize for any inconvenience. Due to an exceptionally high call
  volume, long wait times may occur.
  
  Newrez is committed to working with each of our customers to provide the highest level of service possible. I sincerely apologize any
  difficulties in your attempts to reach me directly and your experience did not meet the level of service we are committed to. Please be
  advised, our Customer Service Department is available to answer your questions at our toll-free number ***** ******** at the hours
  listed above. You may also reach us through our website, **************, using the directions below.
  
  As of the date of this correspondence, the loan is due for the September 1, 2023 installment in the amount of $2,040.54.
  
  
  KE09012023A
  
  Although Newrez apologizes for any inconvenience, we have been unable to determine that an error occurred after investigating your
  dispute. You have the right to request documentation supporting our determination.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly ************ Monday through
  Friday between the hours of 7:30 a.m. to 4 p.m. Eastern Standard Time or via email *************************. You may also
  contact our Customer Service Department at ************.
  
  Sincerely,
  
  Stanley B*****
  Compliance Department
  Newrez LLC