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:10/24/2022

  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 used to have an account with Shellpoint mortgage before the account was transferred over to ****** ********** I recently took a look at my credit on ****** and noticed that Shellpoint was reporting late payment after the transfer had been done. There's even 2022 lates when this account was transferred in 2021. This needs to be fixed immediatley.

  

  Business Response

  Date: 10/28/2022

  Your complaint states: Your loan was serviced by
  Shellpoint in 2021; however, it was transferred to ****** ********** ** **********. You recently took a look at your credit on ****** and noticed that
  Shellpoint reported the account late after the loan was transferred. They need
  to fix this incorrect information as the loan was transferred out of Shellpoint
  in 2021 and it should not report in 2022.
  
  In review of
  your complaint, Shellpoint can confirm the loan was transferred to Selene
  effective January 14, 2022. Enclosed for your review is a copy of the transfer
  letter sent on December 29, 2021. Because the loan was transferred during the
  month of January 2022, Shellpoint reported the loan one last time to the
  Consumer Reporting Agencies (“CRAs”) on January 31, 2022, indicating the loan
  was transferred and the status at the time of transfer.
  
  At the time the loan was
  transferred to Selene, the loan was past due for the November 1, 2021, December
  1, 2021 and January 1, 2022 monthly installments. Therefore, when Shellpoint
  reported the loan to the CRAs for the last time in January 2022, the loan was
  reported as transferred to another servicing company while 60-to-89 days past
  due. Please know, the information reported to the CRAs was sent in compliance
  with the Fair Credit Reporting Act.  While the loan was past due, Shellpoint submitted information to the CRAs
  reporting it as such.  Shellpoint is
  obligated to furnish the CRAs with accurate information and will not remove the
  reported delinquencies. Enclosed for you review is a copy of the loan’s payment
  history, which confirms the loan was transferred while the loan was past due,
  as mentioned above.  
  
  Although Shellpoint apologizes for
  any inconvenience this matter has caused, 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:10/21/2022

  Type:Billing 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.

  ****** *********
  **** **** *** ** *********** ** ***** Loan Number: **********
  
  Hello,
  
  I have a few issues with my account that I would like to see if I could please have them resolved. I was improperly charged Hazard Placed Insurance on 9/30/21 in the amount of $3,998.85 which brought my monthly payments up from ~$981 to ~$1,349. After going back and forth with the insurance department since December 2021, I was finally reimbursed the Hazard Placed Insurance on 10/03/2022. I had a past due balance on my escrow account in the amount of $2,896.30. The refund brought the escrow balance to having a surplus of ~ $300.28. Prior to being past due on my account I did call to see if I could workout a payment plan with Shellpoint Mortgage and the representative told me that there was nothing she could do because my account wasn't past due, and that I would have to wait until my account was past due. I waited until my account was past due and was told that there was still no options for me. I would need to make to make the previous month payment in order to start a payment plan which makes no sense whatsoever.
  
  Now that the Hazard Placed Insurance was finally refunded back to my account, I think the proper action for Shellpoint Mortgage would be to go back to the date the Hazard Placed Insurance was placed on my account and fix the monthly payments back to the amount they should have been ~$981 instead of the increase which was due to the Hazard Placed Insurance.
  
  I was approved for a Standalone Partial Claim for a loan from HUD in the amount of $6,397.10. I'm supposed to have the documents notarized and returned to Shellpoint by 25Oct2022. However, I don’t think I actually owe this much on my account because it’s really messed up, but nobody can help me when I call as I've been told they don't know what to do and just to email *******************************

  Customer Answer

  Date: 11/24/2022

  I appreciate the response of NewRez, or ShellPoint MTG, after nearly a year of communicating back and forth to no compromise or help from ShellPoint. However, your poor business practices will not go unnoticed. There's absolutely no reason why even if you had to purchase Homeowners Insurance for my property, that a dwelling that only costs $120,000 needs an insurance premium for $402,400.00 and then charge me $3,998. What you are doing is mishandling FHA Government loans, causing the consumers monthly payment to rise, and leading them into default, so you can foreclose their property. You have no idea what was happening to me during that period of time in my life. I want the General Attorney to investigate your poor business practices. After you FIX MY ACCOUNT I want my loan transferred to a new mortgage company because this company is the absolute worst!!!!! I seriously cannot stress the lack of intelligence by any single employee there. Look up reviews for your company and they all have the same complaint about ShellPoint and your customer service. Terrible terrible terrible!
  
  
  
  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,
  
  
  
  ****** *********

  

  Business Response

  Date: 11/29/2022

  November 18, 2022
  
  ****** *********
  **** * *** ***
  *********** ** *****
  
  Via email: *****************
  
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: xxxxx****
  Property: **** * *** ***
  *********** ** *****
  
  
  Dear ****** *********:
  
  This letter is in response to the Better Business Bureau complaint received on October 21, 2022, and correspondence received on
  October 17, 2022, October 20, 2022, October 24, 2022, and October 25, 2022, regarding the subject property. Newrez LLC d/b/a
  Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Shellpoint Mortgage Servicing
  (“Shellpoint”) began servicing the loan on the behalf of the owner on or about May 4, 2020.
  
  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 Shellpoint incorrectly charged you $3,998.85 on September 30, 2021 for lender placed insurance (“LPI”) added
  to your loan. As a result, your monthly payment amount increased from approximately $981.00 to $1,349.00. After communicating
  with our Insurance department since December 2021, you received a refund of the LPI premium on October 3, 2022. You had a past
  due escrow balance of -$2,896.30, and after the refund you had an escrow surplus of approximately $300.28. You want Shellpoint to
  go back to the date the LPI was first added to the loan and reapply your payments at the payment amount of $981.00. Separately,
  prior to your loan becoming delinquent, you contacted Shellpoint to request a payment plan. The representative you spoke with
  explained there was no action that could be taken because your loan was not delinquent, and we are unable to offer loss mitigation
  assistance on a loan that is not delinquent. After your loan fell past due, you were told you would have to remit the previous month’s
  installment in order to start a payment plan. You were approved for a standalone partial claim (“SAPC”) in the amount of $6,397.10
  and are supposed to return the notarized documents to Shellpoint no later than October 25, 2022. However, you do not believe you
  owe the full $6,397.10. Your October 25, 2022 correspondence in response to an email from our Insurance department states you do
  not understand how to give Shellpoint authorization on your insurance policy, and which policy we are referring to. Additional
  correspondence received on October 25, 2022 states you received LPI refunds on March 24, 2022 and October 3, 2022 and you need
  your escrow account reanalyzed as a result of the refunds. You request Shellpoint process a refund and billing adjustment on your
  loan.
  
  Pursuant to the terms of insurance requirements on the contract, for as long as the property is financed, it must be insured. When no
  proof of insurance coverage is received, or the required coverage is not provided by your insurance policy, a lender placed insurance
  (“LPI”) policy is purchased for your property. Since hazard insurance is required for your property, your mortgage servicer will
  purchase insurance for the property when proof of insurance has not been received. Acceptable proof of insurance coverage must
  include the homeowner’s name, policy number, the insured property, building or dwelling should be listed, type of insurance
  coverage, coverage effective dates, coverage amount, and the insurance company providing the insurance coverage.
  
  
  
  KP11182022G
  Shellpoint is required to send a notice out no less than 45 days prior to us 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 homeowner with 15 days to
  provide the needed proof of insurance before the purchase is made.
  
  As stated above, Shellpoint began servicing the loan on the behalf of the owner on or about May 4, 2020. At the time we began
  servicing the loan, the hazard policy on file was ********* policy number ********** for the coverage period of July 26, 2019 to July
  26, 2020. Please note, as the mortgagee clause listed on the policy was for United Wholesale Mortgage, Shellpoint would not have
  received the policy renewal or other communications from the insurance carrier or insurance agency. Further, without appropriate
  insurance renewal documents, we are unable to disburse payments of insurance premiums.
  
  On July 13, 2020, our Insurance department attempted to reach ********* by phone and email to obtain a renewal of the policy, and
  on July 27, 2020, we attempted to reach you by phone for the same. On August 3, 2020, we contacted ********* again and were told
  the policy number was inaccurate; our records indicate ********* declined to provide additional information.
  
  On August 3, 2020 and September 2, 2020, notices requesting proof of insurance were sent to the mailing address on file. When no
  acceptable proof was provided, an LPI policy was purchased for your property on September 18, 2020 for the coverage period of July
  26, 2020 to July 26, 2021. Per the enclosed Loan History Statement, we disbursed an LPI premium of $394.32 on September 30,
  2020.
  
  You contacted our Insurance department on October 2, 2020 regarding one of the notices you received, and we explained we did not
  have current proof of insurance on file. You advised you had coverage through ********* and the agent you spoke with received a
  copy of your ********* policy number ********* *** 1 for the coverage period of July 26, 2020 to July 26, 2021, showing a
  premium of $873.00. Please note, this policy also listed the incorrect United Wholesale Mortgage mortgagee clause. In response to
  our receipt of the policy, LPI was cancelled on October 6, 2020, effective July 26, 2020 and an LPI refund of $395.83 was returned to
  escrow on October 8, 2020. Additionally, we disbursed an insurance premium payment of $873.00 to ********* from escrow on
  October 5, 2020.
  
  On July 8, 2021, our Insurance department received a notice indicating your ********* hazard policy number ********* *** 1 had
  been cancelled effective September 28, 2020 due to nonpayment. The notice was dated September 8, 2020 and was addressed to
  United Wholesale Mortgage. We contacted ********* on July 8, 2021 and our records indicate our Insurance department determined
  the policy could not be reinstated. On July 9, 2021, we sent a notice to ********* requesting they update the mortgagee clause on file.
  
  On July 13, 2021, our Insurance department sent you an email at ***************** advising of the ********* policy cancelation
  and requesting you contact your agent and obtain new insurance. As a result of the policy cancellation, on July 16, 2021 a notice
  requesting proof of insurance was sent to the mailing address on file. On July 20, 2021 and July 27, 2021, our Insurance department
  sent additional emails to ***************** again advising of the ********* policy cancelation and requesting you contact your
  agent and obtain new insurance. Multiple reviews of your loan by our Insurance department throughout August 2021 noted we had
  attempted to contact you three times and received no response. On August 16, 2021, a second notice requesting proof of insurance
  was sent to the mailing address on file. When no acceptable proof was provided, an LPI policy was purchased for your property on
  September 1, 2021 for the coverage period of July 26, 2020 to July 26, 2022. Per the Loan History Statement, we began to disburse
  LPI premiums payments from escrow on September 30, 2021.
  
  On January 14, 2022, you contacted our Insurance department inquiring about the September 1, 2021 bind notice and advised you
  were going to acquire hazard insurance through Stillwater. The agent you spoke with provided instructions for submitting proof of
  insurance to us once received.
  
  In researching your concerns, we identified an undated communication from ********* received at our payment address on January
  22, 2022. The notice provided policy information for policy number ********* *** * for the coverage period of January 14, 2022 to
  January 14, 2023. As this notice was sent to the incorrect address, and our Payment Processing department is not equipped to review
  or reroute correspondence, the policy information was not received by our Insurance department at the time.
  
  You spoke with our Insurance department on March 18, 2022, and the agent explained we required proof of insurance from July 26,
  2020 to July 26, 2022 to cancel LPI. The agent received a copy of your ********* policy for the coverage period of January 14, 2022
  to January 14, 2023, and further explained a partial LPI refund was available corresponding to a period of two months and two days
  during which LPI was in place while you had coverage through *********. In response to our receipt of the policy, LPI was cancelled
  on March 23, 2022, effective January 14, 2022, and on March 22, 2022, we disbursed a premium payment of $1,342.00 to *********.
  An LPI refund of $626.48 was returned to escrow on March 24, 2022.
  
  You contacted our Insurance department on September 27, 2022 and the agent you spoke with explained we require proof of
  insurance for July 26, 2020 to January 14, 2022 in order to fully cancel and refund the remaining LPI on your loan. Further, the agent
  
  
  KP11182022G
  requested a waiver of LPI due to the cancellation of your ********* policy for nonpayment. An additional LPI refund of $3,196.58
  was returned to escrow on October 3, 2022.
  
  Please note, as of the date of this communication, our Insurance department is still waiting on the outcome of research by *********
  regarding the cause of the Travers policy cancellation for nonpayment despite our October 5, 2020 payment being made. Our
  Insurance department continues to follow up with *********, who advised they are still researching the matter. We will follow up with
  you in writing once we receive a definitive answer regarding this matter. As we are waiting for information from an external third
  party with whom we are unaffiliated, we cannot estimate when the research will complete.
  
  Going forward, please ensure your current insurance carrier has the Shellpoint mortgagee clause reflected on your insurance policy
  declarations page. Please note, the correct mortgagee clause provides the authorization requested by our Insurance department. The
  required documentation must reflect the following information: your name and address; policy effective dates; property address;
  building or dwelling should be listed under type of insurance; loan number; and the following Mortgagee Clause:
  
  Shellpoint Mortgage Servicing
  ***** *****
  **** *** ****
  ***** ** **********
  
  You may send the required proof of insurance via fax to ************ (faxed documents are processed within three business days of
  their receipt), via e-mail to *************************, or by mail to:
  
  Shellpoint Mortgage Servicing
  Insurance Department
  **** *** ****
  ***** ** **********
  
  A request for an escrow analysis was opened on November 15, 2022. We have requested our Escrow department expedite the task.
  Please allow up to 10 business days for completion, and up to an additional 15 business days for mailing.
  
  Regarding loss mitigation, please note we are unable to offer loss mitigation workout options on a loan that is current. Our records
  indicate you contacted our Loss Mitigation department on October 25, 2022 advising you wanted to see if your payment amount
  could be decreased. The agent you spoke with entered a request for an escrow analysis and also noted your partial claim agreement
  had been received that day. Per the Loan History Statement, the partial claim was completed on October 25, 2022, bringing the loan
  current. Please note that because the LPI premiums have not been fully refunded (as there is a remaining lapse in coverage, as
  detailed above), we are unable to enter a request to have your payments reapplied at a previous payment amount.
  
  When contacting us, please note that we are required to acknowledge the receipt of all incoming correspondence to our designated
  Notice of Error or Information Request address as listed on our mortgage statements within five business days. This is done through a
  letter indicating we are in the process of researching your concerns. Although Shellpoint strives to respond to correspondence within
  a few days, by law we are allowed up to 30 days in which to conduct an investigation, take corrective action if necessary, and provide
  you with a formal written response. Please note that duplicate messages and messages requesting follow up on inquiries already under
  review may delay the research and response process.
  
  As of the date of this correspondence, the loan is current with the next installment of $1,267.42 due December 1, 2022.
  
  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.
  
  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 me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. Eastern time for any questions regarding this response.
  
  
  Sincerely,
  
  Casia B*****
  Compliance Department
  Shellpoint Mortgage Servicing
  

• Initial Complaint

  Date:10/19/2022

  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 live in a town house. The hazard insurance is part of the association assessment fees. I had a belongings insurance with Allstate which I canceled and reinsured with Geico .
  NewRez LLC is trying to to charge me for a hazard insurance of their choice.
  I called NewRez several times and I was told that I’m covered and do not have to do anything. However NewRez keeps sending mail that the are going to charge for hazard insurance. This is the third notice.
  My hazard insurance never lapsed neither the belongings insurance on the property.
  This bad solicitation and needs to stop.

  

  Business Response

  Date: 10/24/2022

  Your complaint states you live in a townhome and your
  homeowners insurance is part of your homeowners associations (“HOA”) fee. You
  had a personal property insurance policy with ******** which you cancelled, and
  you purchased a new policy with *****. Although you have spoken with Newrez on
  numerous occasions and have been assured that you have sufficient insurance
  coverage, you recently received a notice from Newrez stating that a lender-placed
  insurance (“LPI”) is being purchased. Neither of your policies has lapsed.
  
  Account records indicate that on August 17, 2022, we
  received a cancellation notice from ******** ********* that your unit-owners insurance
  (“HO6”) policy expired on August 15, 2022. Due to the cancellation notice
  received, notices requesting evidence of insurance were mailed on August 27,
  2022, and September 23, 2022.
  
  On October 3, 2022, we received documentation of your HOA
  insurance policy and your Assurant Insurance policy covering August 13, 2022,
  to August 13, 2023.
  
  Due to an error, lender-placed insurance (“LPI”) was purchased
  for the property covering August 12, 2022, to August 13, 2022, for $0.49. After
  further review of the evidence of insurance we have on file, Newrez cancelled
  the LPI on October 21, 2022. No funds were disbursed for the LPI.
  
  As of the date of this correspondence, the loan is next
  due for the November 1, 2022, installment of $1,691.47.
  
  Please accept our sincere
  apologies for our erroneous
  lender-placed insurance letter. 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.
  
  Should you have
  further questions, you may reach us through our Contact Us page by accessing
  our website newrez.com 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 ***** ********.

• Initial Complaint

  Date:10/19/2022

  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 been contacting Newrez about my veterans property tax exemption for 2 months. I have given the information to the CSR over the phone and they informed me no further information was needed. I was told that they will contact the county assessors office for verification and that they will conduct a escrow analysis. 1 month later, nothing has happened. I contacted Newrez for assistance. They said that I need to get the invoice from the county treasurer to get the escrow analysis. The treasurers office said they can’t send an invoice because the property tax is completely exempt. I’ve been trying to resolve this for another month now. I was just told that Newrez had never received the exemption information. Even when they do, it will take another 30 days to process. I sent 4 different requests for assistance with the paperwork attached. There is too much misinformation and no clear process or procedure for this issue.

  

  Business Response

  Date: 10/21/2022

  Your complaint statesyou have been contacting Newrez about
  your veteran property tax exemption for a period of two months. You have given
  the information regarding the exemption to our service representatives over the
  phone and were advised we would contact the taxing authority to confirm the
  exemption.  After a month of not
  receiving any information, you contacted Newrez again and you were told that
  you needed to provide an invoice indicating that the amount due for property
  taxes was zero before the updates could be done. You now have been told by
  Newrez that we have not received any information regarding the exemption. You
  have sent a total of four different requests for assistance.
  
  When Newrez is
  informed that property taxes may differ from the amount estimated under the
  escrow account, we will require documentation from the taxing authorities estimating
  the amount the property taxes will be in the future. Our records reflect, this
  information was provided to you during telephone calls on August 10, 2022,
  October 5, 2022 and October 12, 2022. After speaking to one of our customer service
  representatives on October 13, 2022, and confirming the necessary documentation
  was received, a request was opened to update the tax line with the exemption
  information.
  
  A new escrow
  analysis was completed on October 17, 2022, which decreased the monthly installment
  from $1,711.68 to $1,488.99 effective with the November 1, 2022 installment.
  Enclosed for your review is a copy of the analysis completed.
  
  As of the date
  of this letter, the loan is next due for the November 1, 2022 monthly
  installment of $1,488.99.  
  
  Although Newrez apologizes for any
  inconvenience this matter has caused, 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:10/19/2022

  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 husband and I have a mortgage through NewRez, after our mortgage was sold to them almost immediately. We did not choose to do business with this company. We we given a deferment for our payment due August 2022, after the NewRez representative who we spoke to at 5:17pm on August 25th suggested we do so as to not have a missed payment on our record.
  
  Now the company has not recognized this deferment, our credit has been affected, and they are charging us double the payment and threatening their right to put us into foreclosure.
  
  I want the deferment recognized, the fees eliminated, and for our credit to be restored.

  

  Business Response

  Date: 11/02/2022

  October 25, 2022
  
  ******* ***** *****
  ****** ***** ***
  * ****** ***
  ******** ** *****
  
  Via email: ******************** and ******************
  
  
  RE: Compliant ID #: ********
  Reference #: **********
  Account #: ********
  Property: * ****** ***
  ******** ** *****
  
  
  Dear ******* ***** ***** and ****** ***** ***:
  
  This letter is in response to the Better Business Bureau complaint received on October 19, 2022, 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 March 23, 2022.
  
  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 your loan was service transferred to Newrez after the loan originated, however, you did not choose for your
  loan to be transferred to Newrez. Newrez offered you a deferment in August 2022 for the current installment, but have yet to
  recognize your deferment offer. Additionally, this has affected your credit report, and fees have been charged to the loan. You are
  requesting the deferment to be honored, fees removed, and late payments removed from your credit report.
  
  In review of your loan, Newrez reviewed the referenced phone conversation on August 25, 2022. We have determined our agents
  spoke to Mr. ******* ***** *****, in which he advised that he was having difficulties submitting payment for the August 2022
  installment. During the phone conversation, Mr. ***** spoke to one of our Loss Mitigation representatives, and the representative
  provided possible options of a deferment, repayment plan, or loan modification. She also entered your income information for the
  Single Point of Contact (“SPOC”) and explained the SPOC would be returning the phone call within seven to ten business days to
  determine which options are available to you. During this phone conversation, Newrez did not advise the loan was approved for a
  deferment but did state your SPOC would determine what the loan would possibly be approved for. According to the payment
  history, Newrez did not receive a monthly installment payment in the month of August 2022 for the August 1, 2022 installment.
  
  Our records also indicate Mr. ***** spoke with an agent on September 1, 2022, where you were told that a deferment is not an
  available option because the loan was not noted as affected by COVID. Our agent also advised we would need to review the financial
  information again to determine other potential options. Upon accepting the finance information, you were advised we would be able
  to approve the terms of a Repayment Plan, however, the loan would still be reported to the Consumer Reporting Agencies (“CRAs”).
  Newrez also explained a loan modification is not an available option since the loan has not been open for at least 12 months. Our
  agent advised how the loan would be reported should the loan is not brought current. We also explained how each payment would
  apply to the loan until the loan is brought current. The repayment plan option was not accepted during the phone conversation on
  September 1, 2022 as Mr. ***** wanted to think about the available option on the loan.
  
  
  
  KP10252022E
  Later on September 1, 2022, Newrez received an online payment of $2,154.78, which applied to the August 1, 2022 installment.
  
  Your SPOC, Jeffery P****, attempted to contact you regarding available options on September 1, 2022 and September 9, 2022 at ****
  ******** and on September 21, 2022 at ************; however, he was not successful. Additionally, your SPOC submitted an email
  to Mr. ***** at ******************, to explain how to request assistance and provided his contact information as well.
  
  Since your SPOC was unable to reach you and the loan still reflected past due without any active loss mitigation assistance, Newrez
  continued attempts to contact you via phone without success. We attempted to contact you from September 21, 2022 to October 7,
  2022 via phone numbers ************, ************, and ************. Additionally, we mailed a 17-day delinquency notice on
  September 19, 2022, to inform you of the past due payment amount and late payment on the loan. You were also advised the loan
  may be reported to the CRAs reflecting the late payment. Newrez also mailed Solicitation Letters on September 1, 2022, October 3,
  2022, and October 10, 2022, which provided the necessary documents to complete and return for possible assistance on the loan.
  
  On October 10, 2022, Newrez was advised you were affected by COVID-19 via your online portal and an application for a deferment
  was submitted. Newrez also confirmed that you spoke to our agent regarding the deferment and our agent again confirmed financials
  and ensured the request was submitted. Our agent also explained, financials were taken on August 25, 2022, and your SPOC
  attempted to contact you regarding the deferment and other assistance options. Based on the information provided in your online
  portal and our agent, we approved the deferment request on October 10, 2022 and brought the loan current for the November 1, 2022
  installment. Additionally, we waived the late fee amount of $127.80. However, Newrez has determined the deferment was not
  processed correctly on the loan, as such the deferment was reversed on October 17, 2022.
  
  On October 19, 2022, Newrez reapplied and approved the loan for a 3-month deferment which brought the loan current for the
  December 1, 2022 installment. Newrez deferred the full September 1, 2022 to November 1, 2022 monthly installments for a deferred
  interest balance of $3,317.34 and principal balance of $1,474.89 and $1,672.11 (which includes the escrow portion payment).
  Newrez mailed the enclosed corrected deferment letter to your mailing address listed above on October 20, 2022 The corrected
  deferment agreement does not require a signature nor to be returned to Newrez.
  
  Regarding the late fees, the monthly installment payments are due on the 1st of each month. If the full payment amount is not received
  by the end of the 16th of each month, a late fee would be applied on the 17th of the current month. According to your payment history,
  a late fee of $63.90 each was assessed to the loan on August 17, 2022, September 17, 2022 and October 17, 2022. However, Newrez
  has waived each late fee, totaling $127.80 on October 10, 2022 and $63.90 on October 17, 2022 due to the approved deferment.
  
  Regarding your credit report, Newrez has confirmed the loan was reported as 30 to 59 days late for the months of August 2022 and
  September 2022. As explained above, we reviewed the phone conversations in August 2022 and the loan was not approved for the
  deferment until October 2022. Since the loan was not brought current until October 2022, the loan reported late for the August 2022
  and September 2022 installments. As the deferment was approved in October 2022 and brought the loan current for the November 1,
  2022, the loan will be reported as current for the months of October 2022 and November 2022.
  
  The information submitted to the CRAs was sent in compliance with the Fair Credit Reporting Act. While the loan was past due,
  Newrez submitted information to the CRAs reporting it as such. Newrez is obligated to furnish the CRAs with accurate information
  and will not remove the reported delinquencies as a favor, goodwill adjustment, or to facilitate restoration of your credit score as this
  would violate the FCRA.
  
  Per the Mortgage in the Uniform Covenants #20 “Sale of Note; Change of Loan Servicer; Notice of Grievance” states: The Note or a
  partial interest in the Note (together with this Security Instrument) can be sold one or more times without prior notice to Borrower. A
  sale might result in a change in the entity (known as the “Loan Servicer”) that collects Periodic Payments due under the Note and this
  Security Instrument and performs other mortgage loan servicing obligations under the Note, this Security Instruction, and Applicable
  Law.
  
  As of the date of this communication, the loan is current with the next installment of $2,154.78 on December 1, 2022.
  
  Although we apologize for any inconvenience, Newrez has been unable to determine that an error occurred. 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, www.newrez.com 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. You may also contact me directly at ************.
  
  
  Sincerely,
  
  Kayla E******

• Initial Complaint

  Date:10/14/2022

  Type:Billing 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.

  My husband and I bought a house in July 2022 and our Mortgage was bought and transferred from the original mortgage company to Shellpoint on September 1, 2022. I made our September mortgage payment to the original mortgage company in August 2022 and they transferred the correct principal and escrow balance to Shellpoint. Shellpoint's beginning balance on the mtg is higher then the previous mtg company! How does this happen???
  Shellpoint is telling us that we owe a September payment (which I made to the original mtg company in August). I called so many times to try and get this resolved. I sent proof that I paid it in August. They keep telling me they are escalating the issue and contacting the previous mtg company. I called the previous mtg company and they sent all information to Shellpoint on September 30, 2022.
  Shellpoint has had this information for two weeks and it's STILL NOT CORRECTED!

  

  Business Response

  Date: 10/21/2022

  Thank you for
  providing the proof of payment showing the September 1, 2022 installment of $2,126.76
  made to your prior servicer ******** ********* ******* (“********”). Shellpoint
  has reached out to ******** and on October 13, 2022, we received the funds from
  ********. We have updated our records and applied the funds received to your
  September 1, 2022 installment effective September 1, 2022.
  
  In addition, we
  have corrected the payment made on September 20, 2022. This payment has been
  applied to the October 1, 2022 installment effective September 20, 2022.
  Enclosed for your reference is a copy of the Loan History Statement showing the
  payment applied, and the current principal balance.
  
  Per the prior
  servicer’s payment history, the unpaid principal balance was $288,505.56 when
  the loan transferred from ******** to Shellpoint. Per Shellpoint’s payment
  history, the loan boarded our servicing system with the same balance. After the
  payment reallocation on October 20, 2022, the current unpaid principal balance
  is $287,909.33, which is accurate.

  Customer Answer

  Date: 10/24/2022

  
  
  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:10/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the complaint that have toward this company.
  New Rez LLC
  They forgot to pay our taxes and we received notice that we would be losing our house. I had to jump through all kinds of hoops to get the matter cleared up. So now we check all of the time to make sure that our taxes are paid.
  They did not send us a statement last December. No explanation. I realized that they had not sent the statement because I have a set schedule as to when I pay the mortgage, and I realized we had not gotten the statement so I made a copy of a previous statement and sent that to them. We finally received our statement after the past due date in January. So if I had not realized it they could have charged me a late fee.
  last year they increased our payment even though we had an overage in our escrow that they had to send to us just like this year. This year they increased our payment even a larger amount than last year. It was 27 dollars last year and this year it is over 50 dollars, this boggles my mind because we always pay extra in the escrow to take care of any increases and I always pay more on the principle. You would think if they need to send us a check every year for overage in the escrow that it will be the same way the next year. I know that our home insurance will be a thousand dollars less this year because I just changed companies.
  They have very bad business practices and this is not the first time I have had difficulty with this company.
  Thank you
  Respectfully yours
  ********* ******

  

  Business Response

  Date: 10/31/2022

  Saturday 8:00AM-3:00PM
  
  
  October 21, 2022
  
  ******** ** ******
  ********* ** ******
  **** ******** ****
  ******** ** *****
  
  Via email: *************************
  
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: *********
  Property: **** ******** ****
  ******** ** *****
  
  
  Dear ******** ** ****** *** ********* ** ******:
  
  This letter is in response to the Better Business Bureau complaint received on October 13, 2022, and correspondence received directly
  from you on October 19, 2022, regarding the subject property. Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the
  owner of the account number ending in 1565. Newrez LLC (“Newrez”) began servicing the loan on the behalf of the owner on or
  about February 5, 2021.
  
  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 Newrez failed to pay your property taxes and you received a notice that you would lose your home. It took
  considerable action on your part to resolve this matter. Your escrow payment increased by $27.00 in 2021, and by $50.00 in 2022,
  despite the calculation of escrow surpluses on your escrow analyses. You remit extra escrow payments to cover increases in escrow
  items, and your 2022 hazard insurance premium will decrease by $1,000.00. You did not receive your mortgage statement for the
  installment due January 1, 2022 until after the late charge date, which could have resulted in a late charge being assessed.
  
  Our records indicate this loan originated on January 20, 2021 with *** ******* ******* ****, a ******* ******* ****. Per the
  enclosed Initial Escrow Account Disclosure Statement you signed, dated January 20, 2021, the first property tax disbursement from
  escrow was to occur in August 2021. The enclosed Closing Disclosure indicates $1,162.00 was paid to Nye County, Nevada at
  closing to cover six months of property taxes.
  
  In researching your complaint, we confirmed with the Nye County Tax Collector that you paid delinquent taxes due March 1, 2021,
  and your payment included $24.24 in tax penalties and interest. Newrez did not disburse payment of this tax installment as the records
  provided to us indicated property taxes were paid current, with the first tax disbursement due August 16, 2021. On October 20, 2022,
  we reimbursed the penalties and interest of $24.24 you paid to Nye County Tax Collector for the delinquent taxes.
  
  Per the Real Estate Settlement Procedures Act (“RESPA”) under 12 CFR §1024.17, the servicer may add an amount to maintain an
  escrow cushion no greater than one-sixth of the estimated total annual payments from the escrow account. Cushions protect against
  negative escrow account balances. The maximum number of months in the cushion is determined by state law; certain states,
  including Nevada, do not allow a servicer to collect an escrow cushion. Although you regularly remit escrow only payments, because
  we cannot maintain an escrow cushion, any amount over the required escrow balance is returned to you when an escrow analysis is
  completed.
  
  
  AM10212022C
  
  
  Per the enclosed escrow analysis dated January 7, 2022, an escrow surplus of $1,242.05 was calculated, and it was determined your
  total monthly payment would increase from $1,611.71 to $1,635.19, effective with the March 1, 2022 installment. The enclosed
  September 30, 2022 escrow analysis calculated an escrow surplus of $256.52 and determined your total monthly payment would
  increase from $1,635.19 to $1,683.44, effective with the November 1, 2022 installment.
  
  The Initial Escrow Account Disclosure Statement and escrow analyses show year-over-year increases in escrow items as follows:
  
  • The flood insurance premium increased from the $453.96 estimated on January 20, 2021, to the $490.00 disbursed to
  Allstate Flood Service Center on May 18, 2021. It then increased again, with $563.00 disbursed to Allstate Flood Service
  Center on May 17, 2022.
  • The hazard insurance premium increased from the $2,025.24 estimated on January 20, 2021, to the $2,200.96 disbursed to
  Allstate on September 14, 2021. It then increased again, with $2,637.47 disbursed to Allstate on September 14, 2022.
  • The property tax disbursements have increased from the $591.09 per quarter estimated on January 20, 2021. We disbursed
  tax payments of $637.34 on August 2, 2021, $599.00 on September 22, 2021, $599.00 on December 14, 2021, $599.00 on
  February 16, 2022, $652.87 on July 27, 2022, and $617.00 on September 21, 2022.
  
  Year-over-year increases are a primary contributor to escrow payment increases. Please note, the current hazard insurance policy on
  file is Allstate policy number *********. Our records indicate we received a cancellation notice for the policy on October 13, 2022,
  indicating the policy was cancelled effective October 13, 2022 at your request. Our records do not indicate we have received a
  replacement policy to date. Please ensure you, or your insurance agency, provide your new policy to our Insurance department so we
  may update our records.
  
  Please also ensure your current insurance carrier has the Newrez mortgagee clause reflected on your insurance policy declarations
  page. The required documentation must reflect the following information: your name and address; policy effective dates; property
  address; building or dwelling should be listed under type of insurance; loan number; and the following Mortgagee Clause:
  
  Newrez LLC
  ***** *****
  **** *** ****
  ***** ** **********
  
  You may send the required proof of insurance via fax to ************ (faxed documents are processed within three business days of
  their receipt), via email to **************************** or by mail to:
  
  Newrez LLC
  ********* **********
  **** *** ****
  ***** ** **********
  
  On October 18, 2022, our Escrow department reviewed your request to remove escrow from the loan. It was determined your request
  cannot be approved as it does not meet the requirement for 24 months of pay history. You may request escrow removal again after the
  necessary pay history has been acquired; however, this does not guarantee the request will be approved at that time. When we receive
  a homeowner request for escrow removal, we review all criteria before a decision is made. Please note, escrow removal requests
  should be submitted in writing and require a wet signature. You can submit the signed request by mail or fax to:
  
  Newrez LLC
  **** *** *****
  *********** ** **********
  *** ****** ************
  
  Alternatively, you can submit the request through your online account by following the instructions below.
  
  Regarding mortgage statements, our records indicate the enclosed statement for the installment due January 1, 2022 was mailed to
  you on or about December 21, 2021. We apologize for the delay in issuing this statement. Please note you can view mortgage
  statements through your online account at www.newrez.com.
  
  Our payment address recently changed. In addition to remitting payments by mail utilizing payment coupons provided with mortgage
  statements, Newrez offers several other methods to make payments. Payments may be remitted by phone, online (availability
  determined by account status), or via our automatic payment program.
  
  
  
  AM10212022C
  
  Our monthly automatic payment program has no additional fee assessed with the payment each month. With this program the
  monthly payment is automatically debited on the date that you select. The date selected cannot extend past the late charge date, which
  is the 16th of each month. 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. Enclosed is a copy of the Automated Clearing House (“ACH”) Form.
  
  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 mail a check on your behalf. Payments by mail or through your bank should be addressed to:
  
  Newrez LLC
  **** *** ******
  ******* ** **********
  
  Payments can be made through our Interactive Voice Recognition (“IVR”) system, or by calling our Customer Service department
  and speaking with a representative, at 866-317-2347.
  
  As of the date of this correspondence, the loan is current with the next installment of $1,683.44 due November 1, 2022.
  
  Please accept our sincere apologies for any inconvenience regarding your property taxes. 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.
  
  Should you have further questions, you may reach us through our Contact Us page by visiting our website, www.newrez.com, 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. Eastern time for any questions regarding this response.
  
  
  Sincerely,
  
  Casia B*****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:10/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shellpoint refuses to complete Federal Loan Modifications, as agreed on.
  Shellpoint gives you a "Point of Contact," that is who you deal with only.
  Except they switch Point of Contact every few days!
  When you call this Point of Contact, they are ALWAYS on the other line, they never return your calls. You never actually have your questions answered.
  I have 30 year Fannie Mae w/ a coborrower.
  That coborrower abandoned the home on 8.27.21, over a year ago. He not only stopped paying the mortgage, utilities, anything for the house, he closed his bank account, changed his phone #, blocked me everywhere so there was NO WAY he would be paying this mortgage.
  I did the Federal Forbearance.
  I kept in contact with the Shellpoint people, kept them updated, like talking to a rock.
  In JULY, months ago, I turned in Quit Claim Deed, signed by coborrower.
  After multiple times speaking to Shellpoint people, I ended Federal Forbearance early, they sent letter to do 3 trial payments, then a modification.
  I made the 3 payments, due over 90 days, but I made them on 8.29.22, 9.27.22, 10.3.22, based on Shellpoint employee's assuring me when those were completed, they would have my loan modification done.
  Seemed believable, except that was a blatant lie.
  My Point of Contact switched again and again, now it's Corina P*****
  I have called her directly over a dozen times. She has never returned my calls. I emailed too, those were ignored, until I went thru their system email via their website, just telling me she was doing my Modification.
  My 3 payments were done 2 weeks ago. I was assured by Shellpoint employees, by Corina Parra, by Shellpoint letters explaining the Modification process that Modification would be done in "no time," "as soon as you finish your trials."
  They haven't even started my Modification!
  Called, of course Corina Parra was "on the other line," never calls me back ignored all emails.
  She told me I had to send MINE AND THE COBORROWERS DIVORCE DECREE!
  WE WERE NEVER MARRIED.

  

  Business Response

  Date: 10/14/2022

  Dear ******** *****:
  
  This letter is in response to the Better Business Bureau
  complaint received on October 13, 2022. NewRez LLC d/b/a Shellpoint Mortgage
  Servicing is currently the owner of the account number ending in ****. 
  Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf
  of the owner on or about September 2, 2020. 
  
  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 Shellpoint refused to complete the
  loan modification after you have successfully completed the trial payments. We
  assigned you a single point of contact (“SPOC), but we reassign a new one every
  few days, and they never return your phone calls. Your loan originated with a
  co-borrower who no longer financially contributes to the household. You were
  told the modification would be complete after you completed the trial period,
  but that was not true. Your SPOC, ****** ****** has never returned your phone calls
  and failed to respond to your emails until you began submitting the emails
  through the online portal. Corina informed you a divorce decree is required to
  complete the loan modification, but you and the co-borrower were never married.
  You request that we complete your loan modification and sell your loan to
  another servicer.
  
  Our records show the enclosed recorded deed named you and
  *********** ******** as husband and wife; therefore, a divorce decree is
  required for us to proceed with the modification. On October 13, 2022, you
  copied Corina in the enclosed email to the title company informing them that
  the deed named you and *********** ******** as a married couple in error. If the title company and the original lender can correct
  the deed of trust, Shellpoint will be able to complete the modification without
  a divorce decree. Otherwise, Shellpoint will be unable to complete the
  modification without a divorce decree. Please send the required documentation to our Loss
  Mitigation Department by fax to ***** ******** or via email to ********************************.
  Once we have received the required documentation, we will begin preparing the
  modification agreement, and we will send it to you under separate cover.
  
  Shellpoint investigated your assertion that Corina has been
  unresponsive and determined she has been responding to your emails in a timely
  manner and has consistently communicated with you. If you have additional
  questions regarding the modification or the documentation we require, please
  contact our Loss Mitigation Department at ***** ******** for further
  assistance.
  
  As of the date of this communication, the loan
  is past due for the December 1, 2021 through October 1, 2022 installments.
  
  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 www.shellpointmtg.com 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.
  
  
  Sincerely,
  
  Jihan J*****
  Compliance Department
  Shellpoint
  Mortgage Servicing
  
  Enclosures:           Deed
  and Email
  
  
  cc:           Better Business Bureau
                  Cindy R*****

• Initial Complaint

  Date:10/12/2022

  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 mortgage company sent my tax money to the wrong township and has yet to recover it because of this mistake my escrow is short over 7000 dollars. This happened the end of 2021they have been telling me they are gonna take care of it instead they keep raising my monthly payment from 2183.52 to 29900.06because I still pay my correct payment of 2183.52 please help me every month they lie and give a date the money will be put back in escrow last month I was told it would be in September 25 I have called over 50 times only to be lied too

  

  Business Response

  Date: 10/31/2022

  October 21, 2022
  
  ******* *****
  ** ****** ****
  *********** ** *****
  
  Via email: ***********************
  
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: *********
  Property: ** ****** ****
  *********** ** *****
  
  
  Dear ******* *****:
  
  This letter is in response to the Better Business Bureau complaint received on October 12, 2022, regarding the subject property.
  Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in 9116. Newrez LLC
  (“Newrez”) began servicing the loan on the behalf of the owner on or about May 12, 2021.
  
  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 in late 2021 Newrez disbursed a tax payment to the wrong township. As of the date of your complaint, Newrez
  has yet to recover a refund for the erroneous tax payment, causing your escrow to be short by over $7,000.00. Newrez has stated the
  matter will be resolved, but your monthly payment increased from $2,183.52 to $2,990.06 as a result of the escrow shortage. You
  have chosen to continue remitting payments of $2,183.52. You have contacted Newrez by phone over 50 times and received
  inaccurate information. You request Newrez process a billing adjustment.
  
  In researching your concerns, we determined our records included documentation for a separate property you own, resulting in
  incorrect tax parcel information being provided to our Tax department. Newrez acknowledges tax payments of $3,613.35, $8.50, and
  $3,597.63 for the other property were erroneously disbursed from your escrow account on August 3, 2021, October 14, 2021, and
  January 24, 2022, respectively. These payments were sent to the ******* ** *******, New Jersey Tax Collector.
  
  Our Tax department contacted the ******* ** ******* Tax Collector on multiple dates concerning the erroneous payments. Our
  records of a July 7, 2022 call indicate we understood the ******* ** ******* had refunded the full $7,219.48 directly to you on June
  10, 2022. On July 25, 2022, we confirmed with the ******* ** ******* Tax Collector our disbursements had been applied to the tax
  parcel corresponding to your other property. Our Tax department requested you contact the mortgage servicer of your other property,
  to determine if they had an escrow surplus, and that if a surplus on your other loan was refunded to you, it should be submitted as an
  escrow payment on this loan, to mitigate the escrow shortage. We do not have record of whether you contacted your other servicer.
  Newrez acknowledges subsequent calls provided conflicting information about the status of the refund.
  
  As we are unable to contact your other mortgage servicer on your behalf, and in an effort to resolve your concerns, on October 20,
  2022, we funded $7,219.48 to your escrow account, increasing the escrow balance from -$7,412.18 to -$192.70. A new escrow
  analysis was requested on the same date. The enclosed escrow analysis created on October 21, 2022 reflects the current escrow
  balance of -$192.70 and calculated a shortage of $1,998.85. The analysis also determined your total monthly payment will decrease
  from $2,990.06 to $2,438.13, effective with the November 1, 2022 installment.
  
  
  KP10212022E
  
  As of the date of this correspondence, the loan is current with the next installment of $2,438.13 due November 1, 2022.
  
  Please accept our sincere apologies regarding the tax maintenance of this loan. 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.
  
  Should you have further questions, you may reach us through our Contact Us page by visiting our website, www.newrez.com, 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 864-305-2670 Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. Eastern time for any questions regarding this response.
  
  
  Sincerely,
  
  Casia B*****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:10/12/2022

  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 had no knowledge that my payments were stopped that automatically comes out of my bank. They had the wrong mailing address on file so I wasn’t getting any notices. I received a phone call from Shellpoint, but they couldn’t discuss any info with me because the account is in my mothers name and my mother is deceased. I have been authorized by Shellpoint to receive info about this acct for years. I called them back to talk to someone else, and again they couldn’t discuss anything with me. I had filed for a forbearance which they let me and I had to pay the full amount back in 2021, but now I have no authorization for this account?! When I paid the forbearance back in one lump sum I thought my account was current. Apparently I was still a month behind which they were charging me $36.35 late fees a month. Then when I got this call last month September 2022, and they couldn’t release any info to me, I had to resend my mother’s trust to Shellpoint to regain access to the acct. So I checked my bank acct to make sure the payments were being made and I noticed it was stopped and the last payment was May 2022. I called Shellpoint and I begged them to tell me what was going on and I explained that I have been approved to receive information about this account for years now. They still wouldn’t give me any info. So I sent a payment of $3300 on September 26, 2022, thinking that covered June, July and August and another $1000 payment on September 28, 2022, to cover September payment. Shellpoint charged me $630, $540 and $300 for legal fees on Sept 28, which I’m asking for reimbursement. I spoke with a rude lady on September 27, 2022, after getting approved again, to go over my balance. I asked if she could do a onetime waiver for $363.50 for the late fees so I can pay the remaining balance off. She was so rude and hung up on me before I could pay the balance off. She never mentioned the legal fees I would have to pay and I’m asking to get reimbursed.

  

  Business Response

  Date: 10/31/2022

  October 21, 2022
  
  ******* ********
  **** ****** ***** ***
  *********** ** *****
  
  Via email: **********************
  
  
  RE: Homeowner: ******* ** *******
  BBB Complaint #: ********
  Reference #: **********
  Account #: *********
  Property: **** **** ****
  *********** ** *****
  
  
  Dear ******* ********:
  
  This letter is in response to the Better Business Bureau complaint received on October 12, 2022, regarding the subject property.
  Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Shellpoint Mortgage
  Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner on or about November 1, 2019.
  
  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 this loan belonged to your mother, ******* ** *******, who is deceased. You have been authorized to receive
  information on this loan for years; however, your authorization was removed and you had to resubmit documentation to regain
  authorization. Shellpoint had the wrong mailing address on file, which resulted in you not receiving notices and you were unaware
  your automatic payments were no longer being drafted from your bank account. Previously, you requested a forbearance plan; when
  the forbearance ended, you made a lump sum payment in 2021, which was above the amount owed during the forbearance period.
  You thought the loan was brought current by that payment; however, later you discovered there was a rolling one-month delinquency
  resulting in late charges of $36.35 being assessed each month. After Shellpoint contacted you in September 2022, you checked your
  bank account and noticed Shellpoint had not withdrawn any payments since May 2022. While Shellpoint was unable to release
  information to you, you remitted a payment of $3,300.00 on September 26, 2022, with the intent to satisfy the installments due June
  1, 2022, July 1, 2022, and August 1, 2022. You remitted an additional payment of $1,000.00 on September 28, 2022 for the
  installment due September 1, 2022. Shellpoint assessed legal fees of $630.00, $540.00, and $300.00 on September 28, 2022. You
  spoke with a Shellpoint representative on September 27, 2022, requesting the representative go over your balance and grant a one-
  time waiver of the $363.50 late charge balance. The representative was discourteous, did not mention the legal fees, and disconnected
  the call before you could remit a payment. You request Shellpoint waive the legal fees and late charge balance.
  
  As stated above, Shellpoint began servicing this loan on or about November 1, 2019. In response to a call with you on January 7,
  2020, we updated our records to reflect the homeowner ******* ** ******* was deceased. At that time, you remained listed in our
  system as an authorized third party; however, due to an oversight, the process necessary to confirm you as a successor in interest
  (“SII”) was not completed.
  
  Our records indicate we continued to communicate with you throughout 2020, 2021, and 2022. In April 2020, a forbearance plan was
  approved that ultimately covered the period of May 1, 2020 to October 31, 2020. At the end of this forbearance, we processed a
  
  
  KP10212022G
  deferment that brought the loan current and next due for the December 1, 2020 installment. Additional forbearance plans were
  approved covering March 1, 2021 to May 31, 2021 and September 1, 2021 to November 30, 2021.
  
  Per the enclosed Loan History Statement, on November 30, 2021, the loan was past due for the October 1, 2021 installment. A rolling
  delinquency continued and increased when no payments were received after a May 3, 2022 payment satisfied the installment due
  March 1, 2022. Due to the unresolved delinquency, on September 11, 2022, the loan was referred to an attorney to commence
  foreclosure proceedings because the loan was past due for the April 1, 2022 installment.
  
  When our Loss Mitigation department placed a call on September 22, 2022 and reached you, they determined we did not have the
  correct authorization to speak with you as you were not listed on the loan as a confirmed SII. On September 23, 2022, you called
  requesting loan information and we explained we were unable to speak with you without the correct authorization on file. On
  September 26, 2022, you were confirmed as an SII on this loan, allowing us to provide loan information to you.
  
  We received a payment of $3,300.00 on September 26, 2022, which satisfied the installments due April 1, 2022, May 1, 2022, and
  June 1, 2022. On September 28, 2022, we assessed foreclosure costs of $300.00 and $630.00, an attorney cost of $540.00, and a
  certified mail cost of $1.17 to the loan. These amounts correspond to costs of the foreclosure referral.
  
  Additionally, any time a loan becomes 45 days delinquent, a drive-by inspection of the property is done to verify its occupancy and
  condition. Inspections continue every 30 days until the delinquency is resolved with either a posted payment or an agreement on the
  loan. The fees associated with such actions shall become an additional debt of the debtor. Property inspection fees of $15.00 each
  were assessed on July 8, 2022, August 15, 2022, September 7, 2022, and October 17, 2022 (effective October 4, 2022).
  
  On September 28, 2022, you stated during a call with our Loss Mitigation department that you inadvertently put a stop payment on
  this loan, causing the delinquency. We explained we could not waive the late charge balance of $363.50 as the fees were valid and not
  the result of a Shellpoint error. You also spoke with a team lead on September 28, 2022, advising you had not received notices as the
  mailing address on file was incorrect; the address was updated at your request to **** ****** ***** **** *********** ** ******
  
  The fees and late charges related to the loan’s delinquency are valid and will not be waived. We are unable to conclude the September
  22, 2022 determination that we did not have the appropriate authorization to speak with you, until our records were updated on
  September 26, 2022, led to the referral of this loan to foreclosure on September 11, 2022. We are also unable to determine you were
  prevented from updating the mailing address on file, apart from the period of September 22, 2022 to September 26, 2022.
  
  On October 7, 2022, we received a wire of $5,437.61. These funds, together with the loan’s unapplied balance of $662.38, were
  utilized to satisfy the July 1, 2022, August 1, 2022, September 1, 2022, and October 1, 2022 installments, attorney cost balance of
  $540.00, foreclosure costs balance of $930.00, late charge balance of $363.50, $45.00 of the property inspection fee balance, and
  certified mail cost of $1.17.
  
  As of the date of this correspondence, the loan is current with the next installment of $1,055.08 due November 1, 2022.
  
  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.
  
  Should you have further questions, you may reach us through our Contact Us page by visiting our website, www.shellpointmtg.com,
  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 864-305-2670 Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. Eastern time for any questions regarding this response.
  
  
  Sincerely,
  
  Casia B*****
  Compliance Department
  Shellpoint Mortgage Servicing