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:07/28/2023

  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.

  Servicing of 3 of my mortgages were recently transferred to New Rez. They have NO WAY TO CONTACT THEM.
  1. Set up of the 3 mortgages on their website has failed over and over again, because their system does not recognize any of my transferred loans.
  2. There is no way to contact them by phone because they have 1 number which requires you to enter your loan number to speak to a human but their phone system does not recognize any of my 3 loan numbers, so the automated phone system just hangs up on you.
  3. There is NO WAY TO CONTACT THEM BY EMAIL.
  4. Their CONTACT US page does not work ( see attached)
  
  This company has the power to destroy my perfect credit rating even though they are inept and have insured that there is no way to contact them directly to notify them of their system failures.
  
  Pathetic company....

  

  Business Response

  Date: 08/07/2023

  Your complaint
  states you have three loans that were recently transferred to Newrez. You state
  you have no way of reaching Newrez and have been unable to log into the portal
  and setup your loans. When you call Newrez at the number provided, you were
  unable to get through to a representative because the system does not recognize
  your loan information and the contact us page does not work.
  
  On June 13, 2023, Newrez updated our Interactive Voice
  Response (“IVR”) system. The new update requires proper authentication for a
  call to be directed to our Customer Service Department. Without proper
  authentication, the call cannot be transferred to our Customer Service
  Department. Please ensure the loan number and zip code listed above is the
  information being utilized when calling our IVR system.
  
  Upon review of your complaint, our records show a call was
  received from ***** ******** on July 5, 2023, however, the number you contacted
  us from was not listed on your loan. Therefore, the call was not fully
  authenticated through our IVR system and was disconnected at the main menu. 
  
  Please see the attached for our complete response to this complaint. 

• Initial Complaint

  Date:07/28/2023

  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 have had NewRez since 2021. I have had nothing with issues with this company from the start. From the billing errors to customer service, I would recommend everyone to stay away from this company. Over the past 12 months, I have been going back and forth about escrow disbursements. I was refunded on some, but still am short in escrow to which the refunds won't cover and the transaction history does not match up with the escrow shortage. I have called multiple times and every few months they say they will place force placed insurance because my home is not insured. Without my consent, they apparently forced placed insurance and took over $1,000 and instead of disbursing to my insurance company they sent to forced placed. I was always covered as far as insurance and even sent in documents showing this. After them reassuring me I would not be forced placed, they did it anyway and never told me. I only found out from checking statements and when I asked why they held my refund when they knew I had insurance, their reply was you never told us you wanted the money so without your request we can't send you your refund. How many people are you force placing insurance on and then making them personally call you out on it to send them their own money back that was wrongfully taken in the first place? I have been at this over a year and got no where. Please correct my escrow numbers and stop taking money without my knowledge.

  

  Business Response

  Date: 08/07/2023

  Your complaint states for the past year you have been
  communicating with Newrez regarding your escrow disbursements. Some of the
  payments have been refunded, but your escrow account is still short. You have received
  notices stating the property is not insured and that a lender placed insurance
  (“LPI”) policy would be purchased. Instead of a payment being disbursed to your
  insurance carriers, LPI was imposed, although you provided evidence of
  insurance. You were unaware LPI had been purchased. You were informed a refund
  was not issued to you, as you did not call and request one. You are requesting your
  escrow account be corrected.
  
  Per the Mortgage, Section 5. Property Insurance, for as
  long as the property is financed, it must be insured. Newrez is required to
  send a notice out no less than 45 days prior to a servicer purchasing insurance
  for a property. If needed, a second warning notice is sent out 30 days later,
  advising the homeowner once again of the intent to purchase insurance if proof
  of coverage is not received. This letter provides the insurance coverage
  information as well as the cost and provides the customer with 15 days to
  provide the needed proof of insurance before the purchase is made.
  
  On January 18, 2022, we received renewal documents from
  Homesite, policy #********. On January 21, 2022, a payment in the amount of
  $1,273.00 was disbursed to ******** *********.
  
  On June 28, 2022, we received a new insurance policy from
  ******* *********, policy #*********** effective June 27, 2022 to June 27, 2023.
  On June 30, 2022a payment in the amount of $1,699.00 was disbursed to ******* *********.
  
  On June 29, 2022, a Hazard Insurance Refund Notice was sent
  advising you two insurance policies had been disbursed from your escrow account
  and to contact your prior carriers to request a refund and to place the funds
  back into your escrow account. 
  
  On December 14, 2022, we received a renewal policy from
  Homesite, policy #********. On December 28, 2022, a payment in the amount of
  $1,674.00 was disbursed to ******** *********.
  
  On February 9, 2023, we received a cancellation notice
  from Homesite, effective January 25, 2023.
  
  On February 13, 2023 we received a new insurance policy
  from ***** **** Insurance, policy ******** effective February 9, 2023 to
  February 9, 2024. On February 17, 2023, a payment in the amount of $1,806.00
  was disbursed to ***** ****.
  
  Please be aware, eue to the effective date of February 9,
  2023, there was a lapse of insurance coverage from January 25, 2023 to February
  9, 2023. A notice requesting evidence of insurance was mailed on February 17,
  2023. An LPI Cancellation notice was mailed on February 20, 2023 informing you
  that the LPI had been cancelled effective February 9, 2023.
  
  On March 1, 2023, we received a cancellation notice for
  the Homesite policy ******** effective June 27, 2022.
  
  On March 16, 2023 we received a notice that your ***** **** policy ******** had been cancelled effective February 9, 2023.
  
  On March 20, 2023, a notice requesting evidence of
  insurance from January 25, 2023 to February 9, 2023 was mailed to you. A second
  notice requesting evidence of insurance was mailed on March 24, 2023. On April
  5, 2023, an LPI notice was mailed stating a policy had been purchased effective
  January 25, 2023 to February 9, 2023. On May 10, 2023, LPI was purchased
  effective February 9, 2023 to February 9, 2024.
  
  On May 25, 2023, we received renewal documents from
  ******* ********* for policy ***********. On May 31, 2023, a payment on the
  amount of $2,144.00 was disbursed to ******* *********. On June 27, 2023, the
  LPI was cancelled effective June 27, 2023.
  
  On August 1, 2023, it was determined the property has
  been insured by ****** ********* since June 27, 2022, the LPI was cancelled and
  a refund in the amount of $1,243.05 was placed back in your escrow account on
  August 3, 2023, with an effective date of August 2, 2023.
  
  Due to the multiple policies being disbursed in 2022,
  when the account was analyzed on December 29, 2022, there was a shortage in the
  amount of $3,765.81 that was spread out to be collected in 60 months and your
  installments increased from $1,822.56 to $1,942.03, effective with the February
  1, 2023 installment.
  
  Due to the LPI and multiple insurance policies disbursed
  in 2023, when the account was analyzed on July 19, 2023, there was a shortage
  in the amount of $8,320.666 spread out to be collected in 60 months and your
  installments increased from $1,942.03 to $2,076.08 effective with the September
  1, 2023 installment. A second analysis was completed on July 25, 2023, the
  escrow shortage of $8,467.17 was spread to be collected in 12 months and your
  installments increased from $1,942.03 to $2,643.00 effective with the September
  1, 2023 installment.
  
  On July 25, 2023, you were informed that insurance
  payments had been disbursed to Homesite, ***** **** and ******* ********* and
  to contact both Homesite and ******* ********* to request a refund for the
  cancelled policies.
  
  On July 26, 2023, you requested a status of you your LPI
  refund. You were informed a refund had not been credited to the loan and to
  contact our Insurance Department for additional assistance.
  
  Due to the cancellation and refund of the LPI, on August
  7, 2023, a new escrow analysis was completed. Per the enclosed analysis, there
  is a shortage in the amount of $7,224.12 that was spread out to be collected in
  60 months and your installments increased from $1,942.03 to $2,057.80 effective
  with the September 1, 2023 installment.
  
  Please note, to further adjust your installments, it is
  strongly suggested to contact Homesite and ******* *********, request a refund
  for the cancelled policies and place the funds back in your escrow account.
  Once the funds are received you may contact our Customer Service Department at ************
  and request a new analysis.
  
  As of the date of this correspondece, the loan is past
  due for the August 1, 2023 installment for $1,942.03.
  
  Please
  accept our sincere apologies for any inconvenience this may have caused. Please
  know that 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:07/28/2023

  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.

  My mortgage was transferred recently to this company their website will not let me login to make the mortgage. Mr ****** was the previous company and the website would let me make payments. Why is this newrez company not working.

  

  Business Response

  Date: 08/14/2023

  August 7, 2023
  
  ***** ** ****
  **** ****** ***** ****
  ****** ** *****
  
  E-mail: *************************
  
  
  RE: Complaint ID: ********
  Reference #: **********
  Account #: ********
  Property: **** ****** ***** ****
  ****** ** *****
  
  
  Dear ***** ** ****:
  
  This letter is in response to the Better Business Bureau (“BBB”) complaint received on July 28, 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, 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 to identify, resolve, and permanently correct operational deficiencies and improve upon
  consumer concerns.
  
  Your complaint states you have been unable to access your online account via web portal since loan transferred to Newrez; you did
  not have any issues with online account with prior servicer web portal. You are requesting access to your online account to submit
  payments.
  
  Our records indicate your last login attempt to Newrez’s website was on July 1, 2023. We have determined your loan is not linked to
  your account. Please note your loan must be linked to your account to make payments. On July 17, 2023, we sent our Newrez
  welcome letter, which provides the payment options available. If you have not already done so, please visit ********************
  and create an account with us. Once you have set up your account, you can make payments, view and print statements, get answers to
  commonly asked question, etc.
  
  For reference, our payment options are provided. Newrez offers several options to make a payment. In addition to payments by mail,
  payments may be remitted by phone, online (availability determined by account status), or via our automated payment program.
  
  We have enclosed the Automatic Payment Enrollment Form for details on our monthly, bi-weekly, and semi-monthly payment plans.
  Note, these options are only available on current accounts. Please keep in mind, our bi-weekly payment plan drafts one-half of your
  full monthly payment every other week, instead of one full draft, once per month. This will create two extra half payments per year,
  which are applied to principal and can accelerate the loan payoff schedule.
  
  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 Bill Pay service and they
  will issue a payment on your behalf. Payments by mail or through your bank should be addressed to:
  
  Newrez LLC
  ** *** ******
  ******* ** **********
  
  
  KP08072023B
  
  Payments can be made through our interactive voice response (“IVR”) system, or by calling our Customer Service department and
  speaking with a representative at *************
  
  As of the date of this correspondence, the loan is current with the next installment of $372.36 due September 1, 2023.
  
  Newrez has been unable to determine that an error occurred after investigating your complaint. 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 visiting 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 our Customer Service Department at ****
  ********. You may contact me at ************, Monday through Friday between the hours of 7:30 a.m. to 4:30 p.m. ET for
  questions regarding this response or via email *************************.
  
  Sincerely,
  
  Stanley B*****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:07/26/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shellpoint has recently begun servicing my mortgage. They have the incorrect payment/escrow amount, the incorrect loan balance compared to my original closing documents, they do not offer an ability to pay where I can elect with month the payment should apply to, they are unable to reconcile the june payment made to the prior servicer. They have assigned a primary contact who does not return my calls, the one person who provided an email address does not return emails. I'd like someone with a brain at shellpoint mortgage to call me at ************

  

  Business Response

  Date: 08/04/2023

  Your complaint states Shellpoint recently began servicing
  your loan and the payment amount escrow account, and loan balance are
  incorrect. You state Shellpoint’s system does not allow you to choose how your
  payments are applied. You continue to have issues receiving credit for the June
  2023 payment submitted to the prior servicer. You have been assigned a ****** ***** ** ******* ********, but they will not return your calls. On July 20,
  2023, the amount of $7,429.76 was credited to the loan, but you state the prior
  lender drafted $8,229.15 from your bank account. You state the escrow balance should
  be around $8,229.15 and not $3,999.00. You received a letter stating
  foreclosure proceedings will begin soon, which you find threatening, predatory
  and discriminatory. You request your payment history, payment amount, escrow
  account to be corrected to be able to enroll in Automated Clearing Housing (“ACH”)
  payments. You are also requesting to be contacted to discuss your loan.
  
  Our records indicate when the loan was service
  transferred to Shellpoint on or about June 1, 2023, the loan was due for the
  June 1, 2023 installment. The prior servicer, ****** ****** ******** *** **********, provided Shellpoint with boarding data showing the loan had a 0.00%
  interest rate, maturity date of April 30, 2053, escrow account balance of
  $0.00, and a principal only payment of $3,944.44, which is reflected on the
  enclosed July 2023 Mortgage Statement.
  
  In researching your complaint, we confirmed that on May
  17, 2023, ****** disbursed the amount of $3,194.23 for your taxes, leaving the
  escrow account with a negative balance of -$799.39.
  
  On June 1, 2023, ****** received your payment in the
  amount of $8,229.15 and of that, the amount of $799.39 was applied to the
  escrow account, bringing the escrow account to a $0.00 balance; the remaining
  funds of $7,429.76 were sent to Shellpoint via check number ****, which was received
  on July 20, 2023.
  
  On July 20, 2023, the payment of $7,429.76 was applied towards
  the June 1, 2023 installment in the amount of $3,944.44 and the remaining funds
  of $3,485.32 were placed in the unapplied.
  
  On July 25, 2023, an online payment of $3,944.44 was
  received and applied to the July 1, 2023 installment. On July 25, 2023, the amount
  of $3,485.32 was moved from the unapplied and applied as a principal payment.
  
  On August 1, 2023, a payment in the amount of $7,944.44 was
  received and applied as the August 1, 2023 installment.
  
  On August 3, 2023, we determined that the payment
  received on July 20, 2023 was less than you expected due to ****** applying the
  portion of $799.39 from the June 1, 2023 payment to the escrow account before
  forwarding the amount of $7,429.76 to Shellpoint. We reviewed the enclosed Note
  and Initial Escrow Account Disclosure Statement and determined that the loan
  information provided by ****** was incorrect.
  
  To correct your loan, the following maintenance was
  completed on August 3, 2023:
  
  Installments were updated from $3,944.44 to $8,147.98 ($5,891.47 Principal and Interest + $2,256.51 Escrow).
  Interest Rate was adjusted from 0.000% to 2.875%.
  Maturity Date was adjusted from April 30, 2053 to December 1, 2050.
  Insurance Policy Premium was adjusted from $5,465.47 to $10,416.81.
  Tax responsibility was updated to “lender responsibility”.
  
  Additionally, we requested for a new escrow analysis to
  be completed because of the adjustments made to the escrow account. Please
  allow seven to ten business days for the analysis to be completed and mailed to
  the address on file under separate cover.
  
  After your installment amount was corrected to $8,147.98,
  we reversed the payments made on July 20, 2023, July 25, 2023 and August 1,
  2023 and the funds were reallocated as follows:
  
  $7,429.76 was reapplied as the June 1, 2023 installment as short payment for the escrow portion of $799.39, with an effective date of June 1, 2023.
  $8,147.98 was reapplied as the July 1, 2023 installment, with an effective date of July 1, 2023.
  $8,147.98 was applied as the August 1, 2023 installment.
  $61.14 was applied to the principal balance.
  
  Per the enclosed Loan History Statement and Initial
  Amortization Schedule, the loan is scheduled to mature on December 1, 2050.
  
  On June 5, 2023, you requested Ms. ******** to contact
  you and our records indicate on July 6, 2023 Ms. ******** contacted you as
  requested. On June 12, 2023, you provided ****** ******** a copy of your
  insurance policy via email. Please note, our representatives are unable to open
  email attachments.
  
  On July 17, 2023, a Breach and Demand Notice was mailed
  because the loan at that time was past due for the June 1, 2023 and July 1,
  2023 installments. On July 27, 2023, a $13.50 property inspection was assessed due
  to the delinquency. We can confirm the loan was not referred to foreclosure and
  the $13.50 property inspection was removed on August 3, 2023.
  
  On July 26, 2023, you enrolled the loan in the recurring
  ACH program and your first payment drafted on August 1, 2023 for $7,944.44.
  Please note, when the loan was enrolled in the recurring ACH program, your
  installments had not been corrected and the ACH was set up with an additional
  escrow payment of $4,000.00. As of the date of this correspondence, the loan is
  next due for the September 1, 2023 installment for $8,147.98. An ACH payment of
  $12,147.98, which includes an additional escrow payment of $4,000.00 is
  scheduled to draft on September 1, 2023. Per our conversation on August 3,
  2023, to avoid the additional $4,000.00 to be drafted on September 1, 2023,
  please log into your online account and update the ACH information.
  
  In your correspondence your
  mentioned predatory lending practices. As the servicer, Shellpoint does not
  have knowledge of the loan closing or any other aspects of the loan unrelated
  to the servicing. Shellpoint respectfully advises that any further
  investigation regarding these claims be directed to the original lender or
  closing agent. Shellpoint does not discriminate and adheres to all state and
  federal laws and regulations concerning the servicing of loans.
  
  Please accept our sincere apologies for any inconvenience
  this caused regarding your payments. Shellpoint takes its customer service
  obligations very seriously and your concerns have been brought to the attention
  of the appropriate people within our organization.
  
  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 ********************************* or by phone at ***** ********. 

  Customer Answer

  Date: 08/08/2023

  
  
  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:07/25/2023

  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.

  We made our regular loan payment for April 1, 2022 and then our May 1st, 2022 payment was sent out April 27th (a few days early). Because it was received early, Shell Point counted it as a second April payment rather than as a May payment and we were considered to be in default for May 2022. We have never sent a late payment in our long history with Shell point (15 years). We called & resolved this over the phone in June of 2022. As far as we knew, we were all set, and the issue was resolved. Now we are locking in a mortgage on a new home, and when we ran our credit report, we are seeing that Shellpoint reported this May 2022 event, and our credit has suffered. Shellpoint reported this event as deliquent 10 months later to the credit bureau. My spouse called them June 23rd 2023 & the woman on the phone said they would get us the Shellpoint Escalation Request/Specialty Letter for our loan agent so we could lock a lower rate on our new mortgage within 30 days. He called again to check on status on June 27th, 2023, same answer- "we will get it to you via email within the 30 days of 6/23/23". I called again to check on July 18th, as we never received the letter. Again Friday, July 22nd. We needed this letter from Shellpoint stating that our payment was in fact on time and that THEY made a mistake reporting us to credit agencies. Our mortgage for our new home has to lock the interest rate in by today. Without this letter from them we are going to pay a higher interest rate for 30 years on this new loan because of our negatively affected credit. They said the letter takes up to 30 days and there is nothing they can do about it. It never came. When I called for an update, a supervisor named Fitzgerald T***** told me I needed to send the credit report, and proof that we paid early. I did immediately. He told me he would expedite the letter & get our credit cleared in time. I did exactly what they wanted, emailed asking them to reply that they received what they needed to move ahead, and no reply. I called, no one is ever at their desk. no supervisor can help. I've done nothing wrong, did everything they asked, and still will end up paying handsomely for their negligence. I was surprised to see they are accredited via BBB with an A+.

  Customer Answer

  Date: 07/25/2023

  Attaching 

  1. Bank Statement from 4/5 shows payment made to shellpoint on 3/29.  That’s the payment for April 1, 2022 which they accounted for correctly.
  
  2. Bank Statement from 5/5 shows payment made to shell point on 4/28.  That’s the payment for May 1, 2022 which they accounted as a second April payment and applied it to principal only.  So there was no payment accounted for by them for May 1 but there should have been.
  
  You can see them both under the section “electronic payments"
  
  3. Our entire loan history with Shellpoint, where we have never been delinquent. 
  
  4. Letter from Shellpoint June 27th saying Shellpoint received the request (initial call was 6/23 at which point they told us we would have the letter within 7 business days). 

  

  Business Response

  Date: 08/07/2023

  Please note, Newrez strives to
  respond to correspondence within a few days; however, by law we are allowed up
  to thirty (30) days to conduct an investigation, take corrective action (if
  necessary) and provide you with a formal response.
  
  In review of your complaint, we
  recently responded to similar concerns regarding the reporting of the loan
  during the month of May 2022 via our response dated July 26, 2023, which
  responded to your email received on June 27, 2023. To further clarify your
  concerns the below information is provided.
  
  As explained in our response dated
  July 26, 2023, you have been sending your payments via Bill Pay. The payment
  hierarchy requires a full payment to be received before a payment can be
  applied to the due date. Partial payments received will be placed in unapplied
  funds. If a payment is past due or due for the current month, the funds will be
  held in unapplied funds until additional funds are received to satisfy a full
  payment. Once a full payment has been received, the funds will be removed from
  unapplied funds and applied to the loan.
  
  If no posting instructions are provided
  for the posting of funds, those funds will be posted per our advanced payment
  posting guideline, which posts partial payments on current loans to fees, and then principal payment. Please
  understand, bill-pay payments do not transmit instructions to us.
  
  The review conducted confirms, on
  March 25, 2022, an escrow account analysis was completed, which adjusted the
  monthly payment from $1,945.79 to $2,202.74, effective May 1, 2022. The
  analysis completed calculated the escrow account should have been $594.90 and
  the escrow account was anticipated to be negative -$1,485.40 leaving an escrow
  shortage of $2,080.30, which was spread over a period of twenty-four (24)
  months at a cost of $86.88 per month. Enclosed for your review is a copy of the
  analysis completed.
  
  Loan records shows, on April 29,
  2022, a payment of $1,945.79 was received and applied to the principal, as the
  amount received was not sufficient to cover the May 1, 2022 monthly installment
  of $2,202.74.
  
  Shellpoint began reaching out to
  you regarding the May 1, 2022 monthly installment by phone on May 17, 2022,
  after the May 1, 2022 monthly installment was 17 days past due. Multiple
  telephone call attempts to reach you regarding the delay in the receipt of the
  May 1, 2022 monthly installment during the month of May 2022, without any
  success.
  
  On May 27, 2022, a payment of
  $1,945.79 was received and placed in the unapplied, as the amount received was
  less than the monthly installment amount of $2,202.74. 
  
  On June 9, 2022, Shellpoint
  received a call from Mr. Pollack regarding the past due notice he received
  regarding the payments received on April 29, 2022 and May 27, 2022 and
  requested they be applied as the April 1, 2022 and May 1, 2022 monthly
  installments. Please note the following account maintenance on June 9, 2023:
  
  $1,945.79 was reversed as the May 2022 installment, with adjustments
  $1,945.79 was reversed from the principal
  $1,945.79 was reapplied as the May 2022 installment, with adjustments to the escrow payment and an effective date of April 29, 2022
  $1,945.79 was reapplied as the June 2022 installment, with adjustments to the escrow payment and an effective date of May 27, 2022
  
  Please keep in mind, escrow
  analyses for this account the analysis will be completed each year during the
  month of April, based on your property’s state. A mid-term analysis may be
  completed in the event there is an escrow disbursement that may cause the
  payment to increase or decrease. Shellpoint records show, the most updated
  escrow analysis was completed on July 25, 2023, effective September 1, 2023.
  The analysis completed adjusted the monthly payment from $2,440.16 to $2,740.36
  and calculated the escrow balance should be $549.45 and the anticipated escrow
  balance was negative -$3,676.33, leaving an escrow shortage of $4,225.78.
  Enclosed for your review is a copy of the analysis conducted.
  
  The unadjusted monthly escrow
  payment is calculated based on what is anticipated to be paid for the coming
  year. Therefore, Shellpoint must collect sufficient funds per month to have
  enough to pay the anticipated amounts when they are due. Additionally,
  Shellpoint is not able to overfund the escrow account, we are allowed to
  collect only sufficient funds to pay the escrow items, and a cushion of 1/6 of
  the total escrow amount. As noted on your escrow analysis, paying the shortage
  does not guarantee that your payment will remain the same as it was
  previously.  Enclosed for your review is
  a copy of the analysis conducted.
  
  Regarding the reporting of the
  loan for the month of May 2022, please know, the payment received on April 29,
  2022 of $1,945.79 was less than the May 1, 2022 installment of $2,202.74.
  Therefore, because the installment was not satisfied by the end of May 2022,
  the installment was reported accordingly to the CRAs as 30 to 59 days past due.
  
  Although the payment for the month
  of May 2022 was reported correctly per the guidelines set by the Fair Reporting
  Credit Act (“FCRA”), Shellpoint has agreed to remove the derogatory credit
  reporting for the month of May 2022, as the payment was posted to the loan
  after the corrections with the effective date of April 29, 2022. Hence, the
  correction sent to the CRAs on July 26, 2023, reported the month of May 2022,
  as current rather than 30 days past due.
  
  Paying less than the amount due
  each month may result in a past due balance on your monthly statement, late charges
  and may also negatively impact your Credit Reporting. Therefore, in the event
  additional short payments are received, the negative reporting will stand and
  will not be updated in the future, as the funds will be posted to the loan in
  accordance with the payment hierarchy set for the loan. Additionally, paying
  short may also cause the escrow account to have encounter an escrow shortage.
  
  Regarding your request to obtain
  compensation as a result of the May 2022 monthly installment being reported as
  late to the CRAs, please know, Shellpoint respectfully declines your request
  for compensation, as the information reported to the CRAs was accurate and in
  accordance with the guidelines set by the FCRA. Although Shellpoint has agreed
  to remove the negative information reported, the loan was properly reported
  initially as past due to the CRAs for the month of May 2022.
  
  A payment of $2,341.27 was
  received via your Bill Pay service on July 28, 2023, which was applied as an
  additional principal payment, as the amount received was not sufficient to
  cover the August 1, 2023 monthly installment of $2,440.16. Because we believe
  the funds were intended for the August 1, 2023 monthly installment, we have
  requested the funds be placed in unapplied, until you submit the additional
  amount required of $98.89 to complete the monthly installment amount.
  

• Initial Complaint

  Date:07/21/2023

  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.

  Today the 19th of July Shellpoint told me I had not paid my mortgage however my credit union told me that the company had not made any attempt to automatically deduct the amount as they have for ten years. I called Shellpoint and they said according to Supervisor Adella Martinez that they would deduct it but charge me a late fee of 48 plus a fee for deducting the amount of 20. I do not owe these ridiculous fees! I wish to have my automatic payments ressumed and the fees returned.

  

  Business Response

  Date: 08/18/2023

  Saturday 8:00AM-3:00PM
  
  
  August 10, 2023
  
  ***** ****
  **** ******** ******
  **** ****** ** *****
  
  Sent Via Email: *************************
  
  RE: Complaint ID #: ********
  Reference #: **********
  Account #: ********
  Property: **** ******** ******
  **** ****** ** *****
  
  
  Dear ***** ****:
  
  This letter is in response to the Better Business Bureau (“BBB”) complaint received on July 21, 2023, regarding the subject
  property. Metropolitan Life Insurance Company is currently the owner of the account number ending in ****. Shellpoint Mortgage
  Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about November 11, 2016.
  
  Please know that Shellpoint 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 on July 19, 2023, you were informed that you had not submitted a payment for the July 1, 2023 installment.
  When you contacted your bank, you were informed that Shellpoint had not attempted to withdraw the payment as it has been for the
  past 10 years. According to ****** ********, the payment would draft but you would still be assessed a late fee of $48.00 and another
  $20.00 fee. You do not owe the fees and are requesting for the fees to be waived and for the account to be enrolled in Automatic
  Clearing Housing (“ACH”) payments.
  
  Our research indicates that the loan was enrolled in our ACH program September 6, 2017. The first payment was scheduled to draft
  September 15, 2017 from your banking account ending in ****. However, on November 14, 2022, you requested to cancel your ACH
  payments as you would not have the funds available for November 15, 2022 draft. On November 17, 2022, Shellpoint assessed a late
  charge of $38.28 as the full installment was not received prior to the 16th of the current month. On November 23, 2022, you scheduled
  payments in the amount of $1,101.69 over the phone with a representative to draft on the following dates.
  
  • The November 1, 2022 installment was scheduled to draft on November 28, 2022.
  • The January 1, 2023 installment was scheduled to draft on January 15, 2023.
  • The February 1, 2023 installment was scheduled to draft on February 15, 2023.
  • The March 1, 2023 installment was scheduled to draft on March 15, 2023.
  • The April 1, 2023 installment was scheduled to draft on April 15, 2023.
  • The May 1, 2023 installment was scheduled to draft on May 15, 2023.
  • The June 1, 2023 installment was scheduled to draft on June 15, 2023.
  
  On November 30, 2022, you spoke with one of our representatives and requested to schedule the December 1, 2022 installment on
  December 30, 2022. During this phone conversation, you were informed a late charge of $38.28 would be assessed for the December
  1, 2022 installment as the payment would be received before the 16th of the current month. On December 29, 2022, you called our
  Customer Service Department to cancel the December 30, 2022 scheduled payment and re-scheduled a payment in the amount of
  $1,200.00 to draft on January 3, 2023 for the December 1, 2022 installment.
  
  
  KE08102023A
  
  On January 3, 2023, Shellpoint processed the scheduled payment of $1,200.00 of which $1,101.69 posted to the December 1, 2022
  installment while the remaining balance of $98.31 was applied towards the unapplied account.
  
  On January 10, 2023, you contacted Shellpoint to request for the January 15, 2023 scheduled payment to draft on January 22, 2023
  instead. During this call, you were informed a late charge for $38.28 would be assessed for the January 1, 2023 installment which was
  assessed on January 17, 2023. On January 22, 2023, we processed the scheduled payment in the amount of $1,101.69 which posted to
  the January 1, 2023 installment. Shellpoint also removed the unapplied balance of $98.31 and applied the funds towards the late
  charge balance. The late charge balance of $16.53 remained.
  
  On February 2, 2023, you contacted Shellpoint to request for the February 15, 2023 scheduled payment to draft on February 19, 2023.
  We advised you a late charge of $38.28 would be assessed for the February 1, 2023 installment which applied to the loan on February
  17, 2023. On February 19, 2023, we processed the scheduled payment of $1,101.69 which posted to the February 1, 2023 installment.
  
  On February 28, 2023, you contacted Shellpoint to request for the March 15, 2023 scheduled payment to draft on March 18, 2023.
  We also advised during the call that a late charge for $38.28 would be assessed for the March 1, 2023 installment which was assessed
  on March 17, 2023. On March 18, 2023, we processed your scheduled payment of $1,101.69 which posted to the March 1, 2023
  installment.
  
  Our records indicate the payments scheduled for April 1, 2023 through June 1, 2023 installments drafted as scheduled on November
  23, 2022.
  
  On July 17, 2023, a late charge in the amount of $38.28 was accessed for the July 1, 2023 as a payment had not been received by the
  16th of the July 2023. On July 20, 2023, you informed one of our representatives that you received notice that the July 1, 2023
  payment had not been received. During this phone conversation, you submitted a payment of $1,115.47 which satisfied the July 1,
  2023 installment. You also scheduled the following payments of $1,115.47 each to draft as follows:
  
  • The August 1, 2023 installment was scheduled to draft on August 15, 2023.
  • The September 1, 2023 installment was scheduled to draft on September 15, 2023.
  • The October 1, 2023 installment was scheduled to draft on October 15, 2023.
  • The November 1, 2023 installment was scheduled to draft on November 15, 2023.
  • The December 1, 2023 installment was scheduled to draft on December 15, 2023.
  
  Additionally, on July 20, 2023, our agent further explained that the loan was not enrolled our ACH payment program and provided
  options on how to enroll in our ACH payment program. The monthly payments mentioned above were manually scheduled 6 months
  in advance per your request.
  
  The loan's due date is on the 1st of the month and if the full installment is not received by the 1st of the month, the payment is
  considered past due. If the full installment is not received by the 16th of the month a late charge will be assessed. The November 1,
  2022 to March 1, 2023 installments and July 1, 2023 installment were not satisfied prior the 16th of current month. Therefore,
  Shellpoint has determined all late charges were assessed to the loan accurately and we are unable to honor your request for a waiver
  of the late charges.
  
  For reference, our payment options are provided. Shellpoint offers several options to make a payment. Payments may be remitted via
  mail, by phone, online (availability determined by account status), or via one of our automated payment programs.
  
  Our automated payment programs are free. Please refer to the enclosed Automatic Payment Enrollment Form for details on our
  monthly, bi-weekly, and semi-monthly payment plans. Note, these options are only available on current accounts.
  
  You can now transfer funds electronically through many online banking services. If your financial institution does not have Shellpoint
  available for electronic transfer, you may still be able to electronically schedule your payment using your bank’s online Bill Pay
  service and they will issue a payment on your behalf. Payments by mail or through your bank should be addressed to:
  
  Shellpoint Mortgage Servicing
  ** *** ******
  ******* ** **********
  
  Payments can be made through our interactive voice response (“IVR”) system, or by calling our Customer Service Department and
  speaking with a representative at ************. You may also submit payments and enroll in our ACH payment plan through our
  Customer Service Portal at **********************
  
  
  KE08102023A
  As of the date of this communication, the loan is past due for August 1, 2023 installment of $1,115.47. A payment is scheduled to
  draft on August 15, 2023.
  
  Shellpoint 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 ************ Monday through
  Friday between the hours of 7:30 a.m. to 4 p.m. Eastern Standard Time or via email **************************
  
  Sincerely,
  
  Stanley B*****
  Compliance Department
  Shellpoint Mortgage Servicing
  

• Initial Complaint

  Date:07/20/2023

  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.

  The company I originally purchased my home with on A VA loan as I am a disabled veteran of service was through ******* **** ***** time passed and a company called NEWRez bought the loan I was told only to find out later they are the same company. Anyways so I recieved a tax reduction on the property called a (Homestead Disability Amendment) making my property taxes much less NEWREZ rewards me by sending me a letter informing me my mortgage will increase $100.00 more per month! I live on a fixed income these crooks are stealing my money I cannot afford this! i called them and their explanation was that after I pay all the taxes and loan that there is now a new service charge to maintain my mortgage that they added without my knowledge then I called back the next day and got an entirely different answer the people at the boyd county KY tax office were listening to the conversation scratching their heads the people at NEWREZ are professional liars basically I need help

  

  Business Response

  Date: 07/29/2023

  Upon the receipt of your complaint, on July 24, 2023, our
  Tax Department reached out to the taxing authorities in Boyd County to validate
  the homestead exemption you were granted. As a result, we confirmed that your
  county property taxes were reduced from $470.89 to $234.15. Additionally, the
  county refunded Newrez the amount of $236.74, which was deposited in the escrow
  account on June 15, 2023. Further, we confirmed with the taxing authorities in
  Ashland City the upcoming 2023 tax year is $63.23, which was the amount
  recently disbursed from the escrow account on July 19, 2023. We updated the tax
  information for Boyd County.
  
  As a result of updating
  the tax information, we have requested a new escrow analysis to be completed. An
  updated escrow analysis will be sent to the mailing address on file under
  separate cover.
  
  In further
  review of the loan, the last analysis conducted occurred on July 13, 2023 adjusted
  the monthly payment from $438.78 to $513.54, effective with the September 1,
  2023 installment. This analysis completed shows the property taxes due to the
  Boyd County at the cost of $470.89, Ashland City taxes at the amount of $63.23,
  school taxes at the amount of $521.77, and your hazard insurance premium at the
  amount of $1,065.02. The analysis calculated an escrow shortage of $974.43,
  which included the refund received from Boyd County; however, it listed the
  property taxes at the higher amount due rather than the reduced amount.
  
  Further review
  of the escrow analysis also confirms the escrow shortage was caused by the prior
  servicer, ******* **** ***** *********** previously omitted the collection of
  the school taxes within their escrow analysis dated September 9, 2022, but the
  school taxes were included with our analysis on July 13, 2023. Enclosed please
  find a copy of the Initial Escrow Disclosure Statement which confirms the school
  taxes were initially included with the escrow account. Additionally, we have
  enclosed a copy of the analysis conducted by Caliber on September 9, 2022,
  prior to the transfer confirming the omission of the school taxes, and the
  analysis completed by Newrez on July 14, 2023.
  
  Please be
  advised, escrow payments are not fixed payment amounts and will fluctuate
  depending upon increases or decreases to your property tax and hazard insurance
  payment amounts. The escrow payment amount may change with each annual escrow
  analysis completed for the loan, as the unadjusted monthly escrow payment is
  calculated based on what is anticipated to be paid for the coming year by
  utilizing the previous year’s disbursements of the items due under the escrow
  account.
  
  Please keep in
  mind, Newrez does not determine the amount due for the escrowed items, such
  premiums are determined by your homeowner’s insurance carrier and the taxing
  authority in which the property is located. Newrez as the loan servicer is
  required to disburse payment once notice is received, unless indicated
  otherwise in writing. Nonetheless, as mentioned above, Newrez is required to
  ensured that all property taxes are paid current and that the property has
  adequate hazard insurance coverage.
  
  As mentioned
  above, we have requested that a new escrow analysis is completed reflecting the
  reduction of the property taxes due to the Boyd County; however, the analysis
  will also reflect the additional escrowed item for school taxes. As of the date
  of this letter, the escrow account reflects a negative balance of $272.14. Please
  note, an escrow account should not have a negative balance as this would be an
  indication that there was not enough funding in the account when the bills
  became due. However, Newrez and any mortgage servicer will make the disbursements
  that become due regardless of the balance to keep the bills current and avoid
  any delinquencies or a lapse of insurance coverage. There would then be a
  shortage that would need to be paid back. There are not fees assessed to the
  account when this takes place. In the event an escrow shortage is calculated
  with the updated analysis, we have requested the shortage to be spread over a
  period of 60 months to reduce any financial impact, in an effort to assist you;
  however, this is not a guarantee the request will be approved. Please allow
  seven to ten business days for the analysis to be completed. 

• Initial Complaint

  Date:07/19/2023

  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.

  I found that more money was taken from my escrow that they are giving me an inaccurate account of my escrow. I had a balance of $3947 (on my monthly statement) then when my insurance came out of $2963, I should have had $944 balance. Which I was told I only had $1 and change after. But the representative told me I only had $3078, even if correct, I should have been left with a balance of $114, not $1. Where is the rest of my escrow? Then the representative had nerve to laugh as if something was funny. Then when the supervisor got on the phone, he had a very condescending tone. This company is shaving shifting money from my escrow account.

  

  Business Response

  Date: 07/28/2023

  Please note,
  the billing statement for the April 1, 2021, installment shows the account
  activity that took place from February 11, 2023, (the day after the billing
  statement for the March 1, 2023, installment was issued) through March 10, 2023,
  (the day before the billing statement for the April 1, 2023, installment was
  issued). The escrow balance showing in the Past Payment Breakdown under the paid-year-to-date
  column shows the payments made towards the escrow account from January 2023 through
  March 10, 2023. Please be aware, this is not a running balance of what is
  available in the escrow account.
  
  Enclosed for
  your reference is a copy of your Loan History Statement showing payments to and
  from the escrow account, as well as the running balance. In addition, we have
  enclosed a copy of the most recent escrow analysis completed on March 22, 2023.
  This analysis was calculated based on the anticipated escrow balance as of
  April 1, 2023 of $2,475.11. The escrow balance as of June 30, 2023 (the date
  your hazard insurance was paid) was $3,021.63. When the insurance premium of
  $2,963.00 was disbursed it left a remaining balance available of $58.63.
  
  Please see the attached for our full response. 

• Initial Complaint

  Date:07/18/2023

  Type:Customer Service 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 more than one occasion one of shellpoint employees has been in my neighborhood going from house to house looking for my address when they clearly should already have it need to verify the property is vacant and take pictures l. THERE IS NO REASON that my neighbors should be calling me saying and employees from my mortgage company is going door to door and telling my business. That is a violation of hippa

  

  Business Response

  Date: 07/28/2023

  Please be advised, property
  inspections are informal inspections conducted from the exterior of the
  property. They are performed to verify the occupancy and the property is being
  maintained in accordance with appropriate city or county property codes. They
  are performed when loans are delinquent and attempts to contact the homeowner via
  telephone to determine their intentions are unsuccessful.
  
  Upon the receipt of your
  complaint, we reached out to our Property Preservation Department as you claim
  that the property inspector has been going from door to door searching for the
  property and disclosing your information. As a result, our Property
  Preservation team reached out to our third-party vendor who conducts the
  inspections and confirmed that during the site visitations, the vendor did not
  provide any information to third parties that made contact with the
  representative. Shellpoint also confirmed that door knock inspections were
  completed, which are part of the procedure to validate if the property is
  vacant. Although Shellpoint apologizes for any inconvenience the inspections
  may cause, the visitations will continue as deemed necessary. 

• Initial Complaint

  Date:07/17/2023

  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.

  I have a mortgage with Shellpoint. My monthly payments include insurance/taxes (escrow account). However, last year Shellpoint did not pay the insurance, even though the escrow account had sufficient money to pay it. As a consequence of this irresponsible negligence, the insurance company (Nationwide), canceled the policy on 01/2023 retroactive to 12/ 9/ 2022. That policy was on place since 2014.
  
  Nationwide told me on 01/2023 that they had canceled the policy for lack of payment. Immediately, I called Shellpoint to know why they had not paid it. Nationwide said that they sent the invoice to them. But beyond, if they received it or not the invoice, Shellpoint had the obligation to pay the insurance with the escrow money.
  
  Then, Shellpoint request me to provide them evidence of Insurance since 12/9/2022, as if he were my fault. Nationwide refused to renovated or to issue a new insurance policy, and no one Insurance company agreed to provide this kind of policy, due to the lack of continuity. However, Shellpoint threatened to impose an enforceable insurance policy for the period from 12/9/2022, to the start day of the new policy, forgetting that their negligence created this chaotic situation.
  
  On April, I sent Shellpoint a new Insurance Policy from 04/6/2023, to 04/6/2024. This new policy was issued by another Insurance Company with a significant premium increase compared with the previous policy ($ 1,978 vs $1,353). Shellpoint paid the new policy on 04/2023
  
  On 04/18/2023, I requested Sheelpoint to assume the difference in the cost of the new insurance policy due to their fault, and I requested also,for the same reason, not to charge me any amount for an unexistent "enforceable policy" from 12/9/ 2022, to 04/5/2023, which they never issued by the way.
  
  After many follow-up emails without answer, I received from Sheellpoint my July statement with an increase in my monthly payment from $1,710 to $1,779 ($69 dollars more per month to cover the premium difference)

  

  Business Response

  Date: 07/27/2023

  Upon review of
  our records, we have determined, when your Nationwide renewal policy
  information, providing insurance coverage from December 12, 2022 to December 12,
  2023 under policy number *** **************, was received on October 4, 2022 it
  was not updated correctly and the renewal premium was not disbursed.  
  
  Due to this
  error, we have agreed to waive the LPI. On the enclosed Loan History Statement,
  you will see a June 16, 2023 $1,796.23 disbursement to Proctor Financial
  Insurance. Please note, on July 18, 2023, a refund of $1,797.73 was placed in
  the escrow, with an effective date of July 17, 2023. In addition, we have credited
  the escrow account $625.00 on May 1, 2023. This credit shows as an “Insurance
  Refund” transaction.
  
  Please note,
  because there are many different factors that contribute to the increase or
  decrease in a homeowners insurance premium such as risk, claim history, changes
  in company, and any possible discounts or loss of eligible discounts, no
  additional credits will be issued as a result of this error, as we are unable
  to determine the impact this error may have versus any other factors, on any
  future insurance premium changes.
  
  Please note,
  insurance information may be viewed on the web portal at *********************.
  Other features of our web portal include viewing billing statements, enrolling
  in paperless billing, viewing annual IRS tax forms, viewing property tax
  information, or transmitting documents to apply for mortgage assistance with
  our Loss Mitigation department.