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:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Newrez LLC became my mortgage servicing company several months ago. Every month since they have had my mortgage, they are sending the mortgage statement to a totally different home and address. Not my address, not the address that they have a file for me, BUT an address they say a 3rd party uses. My dealing isn't with the 3rd party and if Newrez LLC deals with the 3rd party then they are liable for some of their actions. I simply want my mail coming to my address and not continually going to the wrong address of their choosing.

  

  Business Response

  Date: 01/11/2024

  Dear ******* ***** and **** * *****:
  
  This letter is in response to the Better Business Bureau
  complaint received on January 7, 2024, 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 October 1, 2023. 
  
  Please know that Newrez LLC takes its customer service and
  consumer protection obligations seriously and has dedicated staff to identify,
  resolve, and permanently correct operational deficiencies.  
  
  Your complaint states the loan was transferred to Newrez and
  they started sending the monthly statements to a different address that is not
  associated with you. We advised you a third-party provided this address update,
  but Newrez is responsible for any changes made that are incorrect. You want to
  verify the address is updated.
  
  We appreciate
  the opportunity to address your concerns. Newrez received an updated address through
  our vendor which receives address change notifications made with the United
  States Postal Service (“USPS”) National Change of Address (“NCOA”) process.  The mailing address has now been updated to
  the property address listed above, as of December 19, 2023.  Please contact the **** regarding the issue and
  update the mailing address to confirm all correspondence is sent to the proper
  address.
  
  You have the
  right to request documentation supporting our determination that no error has
  occurred in the servicing of the loan.
  
  Should you have further questions, you may reach us through
  our Contact Us page by accessing our website, ************** and logging into
  your account. Go to the Help icon at the top right and click on Contact Us from
  the drop down. You can submit your email from there and upload any supporting
  documents. Alternatively, you may contact me at ***** ******** Monday
  through Friday from 7:00 a.m. to 4:00 p.m. (PST). You may also contact our
  Customer Service department at ***** *********
  
  Sincerely,
  
  Grysell F*****
  Compliance Department
  Newrez LLC
  
  cc: Better Business
  Bureau

• Initial Complaint

  Date:12/27/2023

  Type:Order 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 November 14 , 2023 I sent a large payment to Newrez and completed the total due on our outstanding mortgage by the end of November 2023. I called repeatedly as i waited for the escrow amount held to be sent to me so i can pay our taxes on our home for 2023. After Several calls the representative said 10 to 15 days. After 25 days later they say 30 days. Please help us. This company has extremely poor service and should not be in the mortgage business. We had other mortgage companies over the years and have outstanding credit history with them. This company needs to have their procedures investigated. They cashed my large ck within 24 hours but are holding my escrow indefinitely. I would like the BBB to please downgrade this horrible company so others will not have to endure this poor service. Still waiting for my escrow to be returned.
  ******* ********

  

  Business Response

  Date: 01/05/2024

  
  Dear ******* ****** ******** and ******* * ********:
  
  This letter is in response to the Better Business Bureau
  complaint received on December 27, 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 in order to identify, resolve,
  and permanently correct operational deficiencies and improve upon consumer
  concerns.
  
  Your complaint states the loan was paid in full in November
  2023, however you have not received the escrow balance held. You contacted
  Newrez several times to no avail. You want the escrow refund due to you.
  
  We appreciate
  the opportunity to address your concerns. Per the enclosed Loan History
  Statement, the loan was paid in full on November 13, 2023. Per Newrez’s
  policies, any escrow and balances due to the homeowner are sent after 16 days
  from the loan being paid in full. The escrow surplus check of $3,007.10 and
  unapplied balance of $473.28 was disbursed via checks sent to the property
  address on November 29, 2023.
  
  You contacted
  Newrez on November 14, 2023, November 30, 2023, December 11, 2023, and December
  20, 2023and the representatives advised you of the procedures concerning the
  payoff of a loan, when the check was sent, and how to submit a complaint.
  
  On January 4,
  2024, you spoke to a supervisor, who advised you again when and where the check
  was sent, although you stated you had not received the check. The supervisor
  submitted a request to expedite the voiding of the checks and with
  authorization from both homeowners, submitted a request to send the refunds via
  Automatic Clearing House (ACH). The request was completed on the same day, and
  both amounts of $3,007.10 and $473.28 were sent via ACH to the bank account
  verified with the supervisor.
  
  You have the right to request documentation supporting our
  determination that no error has occurred in the servicing of the loan.
  
  Should you have further questions, you may reach us through
  our Contact Us page by accessing our website, ************** and logging into
  your account. Go to the Help icon at the top right and click on Contact Us from
  the drop down. You can submit your email from there and upload any supporting
  documents. Alternatively, you may contact me at (**** ******** Monday
  through Friday from 7:00 a.m. to 4:00 p.m. (PST). You may also contact our
  Customer Service department at ***** ********.
  
  Sincerely,
  
  Grysell F*****
  Compliance Department
  Newrez LLC
  Enclosure: Loan
  History Statement
  cc: Better
  Business Bureau
        Via
  BBB portal 

• Initial Complaint

  Date:12/27/2023

  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.

  I have been trying to contact Newrez for Assumtion of my mortgage and there's no number exist per Newrez customer service. They only have me an email and no response. I serve on Active Duty Army and I need to sell my house in a month. My new assignment is in D.C. I need to speak to the assumption of mortgage dept. And get the process stated ASAP.

  

  Business Response

  Date: 01/05/2024

  Please understand, not all of our
  departments are equipped as a call center or are available to be reached by
  phone. However, our Customer Service department is able to relay the necessary
  information to the Assumptions Department on your behalf to provide more
  information or clarification on any related items or concerns regarding the
  assumption process for your loan.
  
  According to our records, on
  December 27, 2023, the packet of documents necessary to initiate the assumption
  of the loan was sent to your email address, ********************, Please know, the
  general minimum eligibility requirements for a loan assumption include but not
  limited to:
  The mortgage loan must be current. The mortgage loan cannot have been greater than 30 days past due at any time within the last 12-month period.
  The Loan must be Assumable. A loan’s ability to be assumed is based on information located on the Loan Note, the Truth in Lending Disclosure, or Closing Disclosures.
  The packet sent
  to you provides the assumption request requirements, information regarding
  frequently asked questions, and the documents needed for us to continue the
  assumption review. Please note, typically the assumption process may take 60 to
  90 days from the time we receive a completed package. Due to your
  circumstances, once the full assumption package is returned to our offices, our
  Assumption Department will notify the loan officer assigned to your loan to see
  if the process may be expedite the request.
  For additional
  assistance, you may email the Assumptions Department at [email protected]. Please note,
  our Assumptions Department will respond to your inquiries regarding the
  process. 

• Initial Complaint

  Date:12/08/2023

  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.

  We are attempting to have NewRez process an assumption of the loan ********** for deceased father to me his daughter. We started the process in August 2023. Sent in all pertinent paperwork and application . Received letter from NewRez stating assumption was approved but they need a grant deed sent in which was sent in immediately in October. Asked for email confirmations after about 10 emails and at least 15 phone calls including supervisor help asking for confirmation. No return of emails or phone calls by the supervisor. Just last week received noticed that the assumption process will be cancelled unless an application is sent in which is was sent in August 2023. We are losing mortgage interest deduction because NewRez can't process the assumption in a timely manner. It has been 4 months and no word or email response. Don't know if they will ever process the assumption. Hoping BBB can help out.

  

  Business Response

  Date: 12/21/2023

  Your complaint states you are attempting
  to assume your deceased father’s loan and have submitted the complete
  application and necessary documents. The process begun in August 2023, and you
  received a letter from Newrez stating the assumption was approved but a grant
  deed was needed. The grant deed was provided to Newrez immediately. You have
  requested Newrez confirm the documents were received, yet no one responded to
  you. Recently you received a notice that the assumption process would be
  cancelled due to missing documents. You are requesting Newrez complete the
  assumption process.
  
  We can confirm the
  recorded Grant Deed was received by Shellpoint on October 30, 2023, however,
  due to an oversight, the document was not properly processed by our Assumptions
  Department.
  
  On December 11,
  2023, the final Assumptions Agreement was drafted and mailed to you for
  signing. Per the ***** tracking #************, you received the packet on
  December 12, 2023, and per the return ***** tracking # ************, the packet
  was received by Newrez on December 18. 2023. Please allow time for the
  assumption to be processed and for the account to be updated.
  
  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.
  
  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 [email protected] or by phone
  at ***** ********.
  Additionally, you may also contact our Customer Service Department at (**** *********

  

  Business Response

  Date: 01/12/2024

  Your complaint states the signed assumption agreement was
  received by Shellpoint on December 18, 2023, but they are yet to confirm when
  the assumption will be completed.  You
  are expecting for the assumption to be completed by December 31, 2023.
  
  Records indicate the signed assumption agreement was
  received by our Assumptions Department on December 18, 2023, however, due to
  the holidays there was a delay in executing the assumption and submission for
  recording. Please accept our sincere apologies for any
  inconvenience the delay may have caused.
  
  We can confirm the assumption was completed on January 4,
  2024, with a December 16, 2023 effective date. Enclosed is a copy of the
  recorded Loan Assumption Agreement.
  
  As of the date of this correspondence, the loan is next
  due for the February 1, 2024 installment for $3,054.63.
  
  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.

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  The online account won't let me log in because everything is still in the name of my dad **** ******. I can see his name on the portal but it says my email and Social security number is not correct and I cannot use his SSN either. The whole portal is locked up and inaccessible for my account. They did see the assumption process through to the end . They said they created a ticket for IT to fix it but again today when I called they said there was no such ticket created. So many issues NEVER RESOLVED AND NO FOLLOW THROUGH at all unless BBB helps me. Thank you to BBB for getting my assumption processed. If BBB doesn't step in nothing gets done. Thank YOU

  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/08/2023

  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 are having issues with this company incorrectly reporting our account as delinquent to credit agencies. We’ve been having an ongoing issue since October with this. It all stemmed from us receiving incorrect information with an agent regarding a payment plan we set up. We’ve asked for the audio from that call to be reviewed and it has been by two different managers. Both verified that the agent did give us the wrong information and therefore they had to honor what was said in the call. We’ve been told the “delinquent” reporting status would be removed because it’s incorrect. However, they are continuing to report the information even though they’ve verified and stated more than once that it’s incorrect. We are not able to connect with anyone who can actually resolve the issue. We get different answers from different agents almost every time we call. We are unable to resolve this problem with a third party involved. We need assistance as our credit is suffering immensely. Our credit scores have dropped 70+ points due to the erroneous reporting. Even as recently as today they reported our account as delinquent, even though they said at the beginning of November that they were going to correct the information, and request the delinquent status to be removed.

  

  Business Response

  Date: 01/09/2024

  Tell us why here...Dear ***** ****** ***** and ***** *****:
  
  This letter is in response to the Better Business Bureau
  complaint received on December 11, 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 November 2, 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 you were provided incorrect
  information regarding the reporting status of your loan after you entered a
  repayment plan. You have requested the call to be verified and was informed you
  were provided incorrect information, and the delinquent reporting status would
  be removed. However, the issue has not been resolved to date. Because of the
  delinquent reporting, your FICO score has dropped. You are requesting the
  negative information to be removed from your credit report.
  
  Upon review of the phone conversation on August 21, 2023, we
  confirmed the representative you spoke with to set up your repayment plan
  provided incorrect information regarding the credit reporting status of your
  loan once you entered the repayment plan. The information provided to you
  stated that the loan would be reported current through the repayment plan,
  which in incorrect. In a repayment plan, the loan is reported with the actual
  status of the loan, which would include delinquency information being provided
  to the Consumer Reporting Agencies (“CRAs”).
  
  Due to this error, on December 21, 2023, Newrez has removed
  the negative credit reporting and reported the loan for the months of August
  2023 through October 2023 as “No Data”. No Data
  is not a negative nor positive credit reporting; however, it will suppress the
  negative credit reporting for the months of August through October 2023. The Automated Universal Data control number for the
  corrections made is 4280863. Please allow seven to ten business days for
  the CRAs to update their records.
  
  Newrez cannot
  advise you regarding your credit score, as we have no knowledge of your credit
  profile or how the individual CRAs calculate your credit score. You may contact
  them directly to inquire about your credit report and credit score. Their
  contact information is provided below. We respectfully request you contact them
  directly with any issues regarding their determination of your credit score.
  
  **********
  ****************** *******
  *************** ********
  **************** *******
  ***************
  ********** ******** *********
  **** *** ****
  ******** ** *****
  ***** ******** ******* ****** *********** ********* ****
  **** *** ******
  ******** ** *****
  ***** ******** ******** *********** ********** ****
  **** *** ****
  ****** ** *****
  ***** ******** ******* ******** **********
  **** *** ****
  *********** ** *****
  ***** ********
  
  
  As of the date of this communication, the loan is due for
  the January 1, 2024 installment of 2,491.01.
  
  We extend our sincere apologies for the inconvenience and
  frustration you have experienced. We value you as a customer and appreciate
  your patience as we make strides to provide you with a superior customer
  experience.
  
  You have the right to request documentation supporting our
  determination that no error has occurred in the servicing of the loan.
  
  Should you have further questions, you may reach us through
  our Contact Us page by accessing our website, ************** and logging into
  your account. Go to the Help icon at the top right and click on Contact Us from
  the drop down. You can submit your email from there and upload any supporting
  documents. Alternatively, you may contact me directly at ************, ext.
  **** or via email at ************************. You may also contact our Customer Service department at
  *************

• Initial Complaint

  Date:11/17/2023

  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 been screwed by this NEWREZ company and the previous company.Time and time again,I tell them I paid $1500 to the tax collector,gave back $629 to escrow and get a $250 senior discouint from ***** *** for a total of $2379.They totally ignore it and they increaed my mopnthly mortgage payment $69 come January.How the hell can they do this?I noticed that they did face a class action lawsuit some time ago.Could it be time for another one???

  

  Business Response

  Date: 11/30/2023

  The complaint states, you informed Newrez that you paid the
  taxing authorities $1,500.00 and made an escrow payment of $629.00. You
  received a $250.00 senior discount from ***** Township. You assert Newrez ignored
  this and increased the monthly amount by $69.00, effective January 2024. You
  state Newrez owes you $2,379.00, as you paid the taxing authorities $1,500.00. You
  are requesting the escrow account be removed.
  
  Below is a breakdown of the
  property taxes paid from the escrow account in 2022-2023.
  
  On February 1, 2022, the amount of $1,172.38 was disbursed
  On April 26, 2022, the amount of $718.82 was disbursed
  On July 29, 2022, the amount of $1,214.55 was disbursed
  On October 27, 2022, the amount of $1,214.55 was disbursed
  On January 24, 2023, the amount of $1,193.47 was disbursed
  On August 18, 2023, the amount of $1,004.59 was disbursed
  On October 17, 2023, the amount of $1,311.12 was disbursed
  
  Loan records show, on August 29,
  2023, ******* completed an escrow analysis, which calculated an escrow surplus
  of $349.92, which was disbursed to you via check number ****** on August 30,
  2023. Enclosed for your review is a copy of the August 29, 2023 escrow analysis.
  
  ******* completed a new escrow
  analysis on September 15, 2023. The analysis calculated an escrow shortage of
  $166.92 spread over a period of 12 months at a cost of $13.91. The monthly
  installment adjusted from $1,231.53 to $1,312.90, effective December 1, 2023.
  Enclosed is a copy of the September 15, 2023 escrow analysis.
  
  In review of your complaint, our response dated October 26,
  2023 addressed your concerns regarding the property taxes of $1,311.00
  disbursed on October 17, 2023 to ***** Township. Enclosed for your review is a
  copy of the response issued. To further clarify your concerns on how the amount
  of the property taxes is determine, the below information is provided.
  
  Please be aware, the tax payment information in our system
  is an anticipated amount based on amounts paid from the prior year. Newrez is
  notified through a report called a Tax Assessment Roll (“TAR”) of the total
  amount of taxes due for each installment. Upon receipt of the TAR for upcoming
  installments, the tax amount is updated in our system and paid for the correct
  amount due. 
  Records confirm, on October 17, 2023, Newrez disbursed a
  property tax payment of $1,311.00. The payment disbursed was the amount
  reported as due at the time of the billing; therefore, such amount was
  disbursed at the time the installment became due.
  
  Upon the receipt of your complaint, we reached out to our
  Tax Department to validate the amount paid for the property taxes. Our Tax
  Department confirmed the amount due during the month of November 2023 was
  $1,311.00 and a refund was not available for parcel id ********** **********,
  nor did the township indicated there was an overpayment.
  
  Please be advised, as payments due for your
  homeowner’s insurance premium and property taxes may fluctuate from time to
  time, the escrow payment amount may change with each annual escrow analysis
  completed for the loan. As a result, any adjustments due to increase or
  decrease with your escrowed items may affect your monthly escrow payment with
  each escrow analysis. If your escrow payment increases or decreases, your
  monthly installment amount will also increase or decrease.
  
  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. Further, the escrow balance never
  stays the same due to the payments made into the escrow account and the
  disbursements coming out. Please note, Newrez is not able to overfund the
  escrow account, we are allowed to collect only sufficient funds to pay the
  escrow items, and a cushion of 1/6 of the total escrow amount.
  
  The review also shows, on November 15, 2023 you submitted a
  request to remove the property taxes from your escrow account. Your request was
  approved on November 16, 2023. Accordingly, the responsibility for the property
  taxes was updated from lender to borrower. Going forward, you are responsible
  for payment of the property tax items for the above referenced loan. However,
  we reserve the right to re-establish the escrow account if adequate proof of
  insurance is not provided or if we are notified of delinquent taxes.
  
  A new escrow analysis was completed on November 17, 2023
  and the monthly installment amount adjusted from $1,312.60 to $889.61,
  effective December 1, 2023. The review resulted in an escrow surplus of $382.52
  was sent to you November 16, 2023 via check number *******.
  

• Initial Complaint

  Date:11/17/2023

  Type:Order 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.

  Our home mortgage is serviced by Newrez LLC. and as such, Newrez collects escrow to make payments to insurance and taxes. Our Flood Insurance has yet to be received by our flood insurance company. Our flood insurance was delinquent on October 28. Our flood insurance has since been canceled. We have met all of our obligations including never being late ever on a mortgage payment. Newrez has grossly failed to meet their obligation to the consumer.

  

  Business Response

  Date: 11/22/2023

  Pursuant to the
  Notice to Borrower in Special Flood Hazard Area, National Flood Insurance
  Program (“NFIP”) Participating Community signed at origination, you may obtain
  a private flood insurance policy; however, we may be required to review the
  policy to determine if the policy is acceptable based upon the law or other
  guidelines.
  
  For private
  flood insurance coverage through a private insurance carrier, a compliance aid
  clause is required for the insurance to be acceptable. If the private flood
  coverage received is determined unacceptable, no payment will be issued for any
  insurance premium due, and the insurance coverage will not be updated into our
  system.
  
  However, if the
  private flood insurance coverage is determined to be acceptable a notice will
  be issued to explaining the insurance premium has been paid on multiple
  insurance policies. This notice will explain the possibility of duplicate
  insurance coverage. It is then the responsibility of the homeowner to contact
  one of the two insurance companies and request the unwanted policy to be
  cancelled.
  
  In review of
  your complaint, Newrez can confirm on October 16, 2023, documentation for the
  flood insurance policy held by ******* * *******, was in fact received in
  our offices. However, the documentation received did not contained the required
  compliance aid clause for private flood insurance policies. Therefore, the
  policy renewal could not be accepted, and payment could not be disbursed at
  that time.
  
  According to
  loan records, on October 24, 2023, you contacted our Insurance Department
  regarding the flood insurance renewal not being renewed. During the telephone
  conversation, the service representative explained the reason why the payment
  was not disbursed was due to the private flood checklist, Certification of
  Adequacy of Private Flood Insurance. This was required to be submitted by
  Lloyds London and was not provided. This was also explained to your insurance
  agent, Linda, on the same day. Your agent then stated the required documents
  would be sent to our offices via email, so the required renewal payment could
  be disbursed.
  
  The required
  documentation was received on October 27, 2023, and the required renewal
  payment of $3,058.57 was disbursed on October 30, 2023, payable to Johnson
  & Johnson.
  
  On November 10,
  2023, we received a call from your insurance agent stating that the payment
  disbursed was not yet received by their offices. On November 16, 2023, our
  Insurance Department received a notice indicating the flood policy would be
  cancelling effective November 25, 2023, if payment was not received. However,
  at that time, we confirmed the payment disbursed on October 30, 2023 to Johnson
  &Johnson cleared on November 16, 2023. Therefore, no further action was
  needed at that time.
  
  After further
  review, it was determined that an additional amount of $10.00 was requested. We
  are currently prepping this payment to be sent out to the agency.
  
  As the agent
  was made aware of the additional information needed along with the renewal,
  Newrez confirmed the insurance payment was sent out timely upon receiving the
  required documentation. Additionally, a notice was also sent to your insurance
  agency, ****** ****** ********* ******* *** on October 24, 2023, to obtain the
  required documents to be able to disburse the flood insurance payment.
  
  According to
  the information received by your insurance agent, the flood insurance policy
  was reinstated upon the receipt of the premium payment effective October 28,
  2023, with no lapse of insurance coverage. Additionally, on November 13, 2023,
  a notice was sent to your mailing address confirming the LPI was cancelled
  effective October 28, 2023. Hence, a payment for the LPI was never disbursed
  from the escrow account. 

• Initial Complaint

  Date:11/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mrtg have been tranfered 4 times since I did a modification loan. Every other company abided by the agreement but Shellpoint. Shellpoint took over the loan about 2yrs. ago. They have changed the amount of late fees and do not honor the grace period 16th of the month. I owed Fourteen Thousand and Five Hundred, when they took over. As of today 11-14-23, I was told it's Eighteen Thousand Two Hundred Nine Dollars and Twenty Eight Cent. Also they contacted the Mr. Ben at ******** and increased the insurance without my consent. Later the garage became damage and my fence torned down. This also increase my mortgage payment. I want to know how can they just change a binding agreement? They have also been calling and sending letters to refinance.

  

  Business Response

  Date: 11/25/2023

  
  In review of
  your complaint, Shellpoint can confirm the unpaid principal balance as of the
  date of this communication is $14,157.16. At the time the loan was transferred
  to Shellpoint on January 26, 2022, the unpaid principal balance was $15,396.89,
  along with a deferred balance of $3,500.00. The deferred balance is not due
  until the loan has matured or when the loan is paid full. Enclosed for your
  review is a copy of the Loan History Statement confirming the deferred balance
  of the loan.
  
  Regarding the
  late charges on the loan, we have confirmed the loan was erroneously boarded
  with the late charge amount listed at the amount of $10.00. Therefore, in order
  to rectify this, we have completed the necessary loan maintenance to ensure the
  correct amount is assessed for a late charge, if the payment is received after
  the 15-day grace period. Additionally, to resolve this matter, we have agreed
  to remove the late charge balance of $189.65 from the loan. Enclosed for your
  review is a copy of the Loan History Statement confirming the removal of the
  late charge balance.
  
  Regarding your
  claims that Shellpoint increased your hazard insurance premium, Shellpoint does
  not have any control of the amount due for each of your escrowed items, which
  are property taxes and hazard insurance premium. Please keep in mind, the
  property taxes are determined by the taxing authorities in which your property
  is located. The hazard insurance premium is determined by your hazard insurance
  carrier, Illinois Fair Plan Association. In the event you disagree with the
  amount paid for your hazard insurance premium, Shellpoint encourages you to
  contact your insurance agent directly. In addition, if your property has
  suffered damages, to file a claim you will also need to contact your insurance
  agent to determine the steps needed to file an insurance claim against your
  property.
  
  Regarding the
  changes of your monthly payment amount, although your principal and interest
  payment of $78.58 is fixed, the monthly escrow payment may be adjusted each
  time the escrow account is analyzed. The escrow monthly payment is determined
  based on the amount due for your escrowed items.
  
  Per the review
  completed, the last escrow analysis was completed on October 25, 2023, which
  adjusted the monthly payment from $454.22 to $475.33 effective December 1,
  2023. The analysis completed calculated an escrow shortage of $162.05, which
  was spread over a period of 12 months at a cost of $13.50 per month. A shortage
  occurs when the projected balance is less than the required balance. The escrow
  account is short in meeting the cushion requirement at the lowest point in the
  projected analysis.
  
  The monthly payment increased
  because there was increase in the hazard insurance premium. 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. 
  
  Regarding your claims of receiving calls regarding
  refinancing, if you are interested in refinancing, you may contact Newrez at
  ************ or **************. Our Originations Department will assist you with
  refinance options. In the event you do not want to be solicited, please contact
  our Customer Service Department, and the necessary updates will be made to your
  loan to ensure you do not receive any additional solicitations. 

• Initial Complaint

  Date:11/13/2023

  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.

  Shellpoint routinely charges for hazard insurance when they have proof the property is already insured.
  
  I have advised Shellpoint 3 times just this year that our property has insurance. I sent the proof of insurance documents to the stated email address 10/08/23 and 10/21/203. Each time I requested a response to verify it was received and I have NEVER received a response. Now I am being charged hazard insurance AGAIN.
  
  We go through this with Shellpoint EVERY YEAR. I am starting to believe this is an intentional business practice to charge their customers unlawful and unnecessary additional funds.
  
  I demand a response. I demand the hazard insurance placed on my property be immediately removed and any funds illegally charged be immediately reimbursed.
  Thank you,
  ******* ******

  

  Business Response

  Date: 11/21/2023

  Your complaint states you have provided Shellpoint
  evidence of insurance twice in October 2023, yet you never received a response
  confirming evidence of insurance was received and a lender placed insurance
  (“LPI”) policy was placed on the property. Every year, you go through the same
  issues. you are requesting the LPI be cancelled and refunded.
  
  Pursuant to the terms of insurance requirements on the
  contract, for as long as the property is financed, it must be insured. It is
  the homeowner’s responsibility to provide the mortgage servicer with evidence
  of insurance. It is the homeowner’s responsibility to provide proof of insurance
  when requested. Since your property is a condo and your loan closed after
  January 1, 2012, you are required to provide both proof of your Homeowners
  Association (“HOA”) master hazard insurance coverage and unit owner’s (“HO6”)
  coverage for your property. Since insurance is required for your property, we
  will maintain insurance on the property by purchasing an LPI policy when proof
  of your insurance policies has not been received.
  
  Shellpoint 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.
  
  When your preferred insurance (“HO6”) policy expired,
  notices requesting evidence of your HO6 policy were mailed June 27, 2022, and
  July 27, 2022. By August 12, 2022, we had not received the requested evidence
  of insurance and a HO6 LPI was purchased effective June 18, 2022 through June
  18, 2023. Payments totaling $624.28 were disbursed for the HO6 LPI policy from
  September 12, 2022 through June 6, 2023.
  
  On May 2, 2023, an LPI HO6 Pre-Renewal Letter was mailed.
  
  Evidence of your HO6 policy with ****** ********* was
  received May 23, 2023, effective June 18, 2023 through June 18, 2024, and the
  HO6 LPI was cancelled effective June 18, 2023.
  
  Notices requesting evidence of your Homeowners
  Association (“HOA”) insurance policy were mailed on September 12, 2023 and
  October 12, 2023. By October 30, 2023, we had not received the requested
  evidence of insurance and a HOA LPI was purchased effective September 4, 2023
  through September 4, 2024. Payment for the HOA LPI are yet to be disbursed.
  
  To cancel the HO6 LPI and refund the payments disbursed
  from September 12, 2022 through June 6, 2023, we required evidence of insurance
  from June 18, 2022 through June 18, 2023. Additionally, to cancel the HOA LPI,
  we require evidence of your HOA insurance policy from September 4, 2023 through
  September 4, 2023. This information must be provided in writing and can be
  faxed to our Insurance Department at ************ or emailed to *************************. You may also submit your insurance policy online at
  ********************************************, or mail it to the following
  address:
  
  Shellpoint
  Mortgage Servicing
  ***** * *****
  **** *** ****
  ***** ** **********
  
  As of the date of this correspondence, the loan is next
  due for the December 1, 2023 installment for $760.38.
  
  Although we apologize for any
  inconvenience, we have been unable to determine that an error occurred after
  investigating your dispute. You have the right to request documentation
  supporting our determination.

• Initial Complaint

  Date:11/08/2023

  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.

  This year I fell behind on my mortgage with Shellpoint Mortgage Servicing/ NewRez and was told I need to go on a repayment plan. My payments went from $1,396/month to $1,726/month. When I started this repayment plan, I put over $6,200 down to show I was trying to get caught up. However, they're now saying they have no record of that payment and there has been no money put towards my escrow during this time of my repayment plan, which has resulted in over $18,000 in negative escrow due. I made all of my payments on time until August. I called to make my normal payment, because I cannot pay online or via phone. (I have to speak with a rep every month.) And when I called to pay $1,726, they told me I owe over $5,000 on that month because my insurance fell through, and they put me on lenders placed insurance. Nobody told me I my insurance had fallen through, or anything was wrong with my account any of the previous months. I immediately got that fixed and was told my payments of $1,726 would resume. I requested an itemized list of every charge on my account and have not received it. I also, requested an outline of the "insurance" I was placed on and haven't received it. I'm also locked out of my account which they are aware of. I've been told I was on lenders placed insurance with three different timelines and no solid answer to any questions I have brought up. I got ahold of a Supervisor Avis H*** and she left me high and dry with no answers or reply after telling me that what they were doing to my account was illegal. I have exhausted all avenues to resolve my account and have these wrongful charges fixed. I also am military and will be moving December 1, 2023. My house is listed for sale, and I've had three offers that I had to turn down because the amount of negative escrow on my account. At this point Shellpoint Mortgage lender is ruining my credit, my account with them and wrongfully allocating my money in order to force a wrongful foreclosure. My SOP doesn’t help

  

  Business Response

  Date: 11/16/2023

  Your complaint states you fell behind with your payments
  and were placed on a repayment plan, with a $6,200.00 downpayment and your
  installments increased from $1,396.00 to $1,726.00. Shellpoint is stating they
  have no record of the downpayment or you paying towards the escrow account. Your
  escrow balance is now negative $18,000.00. All of the payments were submitted
  online but when you attempted to make a payment in August 2023, you were
  informed you owed $5,000.00 due to a lender placed insurance (“LPI”) policy.
  You provided evidence of insurance and requested information on the charges that
  have been assessed to the loan and the LPI policy information and you have yet
  to receive the information. You are in the military and scheduled to relocate
  on December 1, 2023. The home is listed for sale and had to turn down several
  offers due to the negative escrow balance. Your credit is being damaged and
  believe Shellpoint is misplacing your funds to foreclose on your home.
  
  Records indicate the loan was service transferred on or
  about April 14, 2022. At the time the loan was service transferred, the loan
  was next due for the May 1, 2022 installment.
  
  Per the enclosed loan history, on June 2, 2022, a payment
  of $1,361/75 was received and applied as the May 2022 installment. Since then,
  the loan has been paid in arrears and has reported past due with the Consumer
  Reporting Agencies (“CRAs”).
  
  On September 29, 2022, you informed a Loss Mitigation
  representative you were going through a financial hardship and the loan was
  submitted to be reviewed for loss mitigation options.
  
  On October 26, 2022, the loan was approved for a
  six-month repayment plan. Per the enclosed agreement, a downpayment in the
  amount of $1,361.75 was due on or before December 1, 2022, and payments in the
  amount of $2,077.13 were due from December 2022 through April 2023, with the
  last payment of $2,077.10 due in May 2023. Each payment was due on the first of
  each month. At the time of the approval, the loan was past due for the August
  1, 2022 installment.
  
  Per the enclosed loan history statement, payments were
  received a follow:
  
  On October 1, 2023, a payment in the amount of $1,361.75 was received and applied as the August 1, 2022 installment. On October 5, 2022, a payment in the amount of $1,361.75 was returned non-sufficient funds (“NSF”) by your financial institution with the reason insufficient funds and an NSF fee of $20.00 was assessed.
  On November 3, 2022, a payment in the amount of $1,361.75 was received and applied as the August 1, 2023 installment. On November 3, 2022, a payment of $1,361.75 was returned NSF by your financial institution with the reason insufficient funds and an NSF fee of $20.00 was assessed.
  On December 2, 2022, a payment in the amount of $1,500.00 received and of that amount, $1,361.75 was applied to the August 1, 2022 installment and the remaining $138.25 were placed in the unapplied funds (“***”).
  On December 15, 2022, a payment in the amount of $500.00 was received and placed in ***.
  On January 15, 2023, a payment in the amount of $2,077.13 was received and of that, $1,362.75 was applied as the September 2022 installment and the remaining $715.38 was placed in ***. On January 19, 2023, a payment in the amount of $2,077.13 was returned NSF by your financial institution with the reason insufficient funds and an NSF fee of $20.00 was assessed.
  February 1, 2023, a payment in the amount of $2,077.13 received and of that, $1,362.75 was applied as the September 2022 installment and the remaining $715.38 was placed in ***. On the same day, the amount of $1,361.75 was moved from the *** and applied as the October 2022 installment.
  On February 15, 2023, a payment in the amount of $2,077.13 was received and of that, $1,361.75 was applied as the November 2022 installment and the remaining $715.38 was placed in the ***. On February 17, 2023, a payment in the amount of $2,077.13 was returned NSF by your financial institution with the reason insufficient funds and an NSF fee of $20.00 was assessed.
  On March 1, 2023, a payment in the amount of $2,077.13 received, and of that, $1,361.75 was applied as the November 2022 installment and the remaining $715.38 was placed in the ***. On March 6, 2023, a payment in the amount of $2,077.13 was returned NSF by your financial institution with the reason insufficient funds and an NSF fee of $20.00 was assessed.
  
  On March 7, 2023, you informed a Loss Mitigation representative
  you were no longer able to afford the repayment plan. During the call, you were
  informed the agreement had failed due to the multiple returned payments and
  that once the denial letter was mailed to you, the loan could be reviewed for a
  loan modification. A denial letter was mailed to you on March 8, 2023.
  
  On March 29, 2023, your Single Point of Contact (“SPOC”)
  explained the loan was not eligible for a loan modification as Veteran Affair
  loans require 12 payments before they could be reviewed for a modification.
  Your SPOC also informed you the loan would be submitted to be reviewed for a
  repayment plan.
  
  On April 5, 2023, the loan was approved for a 12-months
  repayment plan. Per the enclosed agreement, a downpayment in the amount of
  $4,500.00 was due on or before May 1, 2023, and payments in the amount of
  $1,724.66 were due from May 2023 through March 2024, with the last payment of
  $1,724.63 due April 2024. Each payment was due on the first of each month.
  
  Payments were received as follows:
  
  On April 13, 2023, a payment in the amount of $4,500.00 was received and of that, $1,361.75 was applied as the November 2022 installment, $1,361.75 was applied as the December 2022 installment, $1,361.75 was applied as the January 2023 installment and the remaining $414.75 was placed in the ***. On April 19, 2023, a payment in the amount of $4,500.00 was returned NSF by your financial institution with the reason insufficient funds and an NSF fee of $20.00 was assessed.
  On Apr 28, 2023, a payment in the amount of $4,500.00 was received and of that, $1,361.75 was applied as the November 2022 installment, $1,361.75 was applied as the December 2022 installment, $1,361.75 was applied as the January 2023 installment and the remaining $414.75 was placed in the ***.
  On June 1, 2023, a payment in the amount of $1,724.66 was received and of that, $1,361.75 was applied to the February 1, 2023 installment and the remaining funds of $362.91 were placed in ***.
  On June 30, 2023, a payment in the amount of $1,724.66 was received and of that, $1,362.75 was applied to the March 1, 2023 installment and the remaining funds of $362.91 were placed in ***.
  August 7, 2023, a payment in the amount of $1,724.66 was received and of that, $1,361.75 was applied as the April 1, 2023 installment and the remaining $362.91 was combined with $1,033.54 in the *** and $1,361.75 was applied to the May 1, 2023 installment.
  
  We show no records of payments being received in either September
  2023 or October 2023 and the repayment plan was cancelled. A Denial notice was
  mailed on November 6, 2023.
  
  On August 7, 2023, you requested to be reviewed for a
  loan modification as you had already submitted 12 payments. We show no records
  of you submitting a complete loss mitigation application.
  
  Shellpoint is committed to assisting homeowners
  experiencing financial difficulties with a variety of loss mitigation options
  to avoid foreclosure and allow homeowners to retain homeownership.  These
  may include loan modification, short sale, settlement, or deed-in-lieu of
  foreclosure.  If you wish to discuss these options, please
  contact your SPOC, Catherine M*****, at ***** ******** extension **** or
  by email at ********************
  
  Please be advised, Shellpoint as
  the servicer for this loan is required to abide by the guidelines set by the
  investor of the loan. 
  
  The information reported to the CRAs has
  been deemed to be true and correct according to account records. If after
  review of the information and documentation herein, you believe there are
  errors in the information Shellpoint has furnished to the CRAs, please provide specific details regarding those errors and any supporting documentation you have, and
  Shellpoint will gladly assist further. Additional information should be
  forwarded to:
  
  Shellpoint Mortgage Servicing
  Attn: Disputes department
  ** *** *****
  *********** ** *****
  **** ************
  
  Under federal law, Shellpoint must treat
  every consumer fairly and equally by reporting true and accurate information to
  the Consumer Reporting Agencies. Shellpoint cannot extend a favor or
  courtesy. 
  The due date for the account is the first day of each
  month. If a payment is not received in full by the first day of the month, the
  account will be past due. If a payment is not received in full by the end of 15
  days after the due date, a late charge may be assessed.
  Late charges in the amount of $18.00 were assessed for
  the July 1, 2022 through October 1,2022 installments. Additionally, due to the
  multiple returned payments a total of $160.00 in NSF fees has been assessed to
  the loan. The late charge balance of $72.00 and NSF fees of $160.00 are
  considered valid and will not be waived.
  
  Anytime a loan becomes 45 days delinquent, a drive-by
  inspected 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. Please note that per the
  Security Instrument signed at closing, if the homeowner fails to abide by the
  covenants and agreements contained within the original agreement, the lender
  may do and pay for whatever is reasonable or appropriate to protect its
  interest in the property. The fees associated with such actions shall become an
  additional debt of the debtor. Property inspections fees in the amount of
  $25.00 were assessed to the loan on July 26, 2022, August 30, 2022, September
  29, 2022, November 4, 2022, and March 27, 2023. 
  The total amount of $125.00 in property inspections is considered valid
  and will not be waived.
  
  If after review of this
  information, you believe there is a missing payment, we will require you to
  provide proof of the payments in question. Please submit front and back copies
  of the cancelled checks and/or unedited bank statements reflecting all payments
  that have been submitted and cleared. You may forward any additional
  documentation you receive from your banking institution regarding this matter
  to the following fax number, mailing address or via your online account per the
  instructions below along with a written explanation of the error:
  
  Shellpoint Mortgage Servicing
  **** *** *****
  *********** ** *****
  Fax: ************
  
  Pursuant to the terms of
  insurance requirements on the contract, for as long as the property is
  financed, it must be insured. When a loan transfers to a new mortgage servicer,
  it is the homeowner’s responsibility to change the mortgagee clause on the
  insurance policy and provide the new mortgage servicer with evidence of
  insurance. The mortgagee clause should reflect Shellpoint Mortgage Servicing,
  ***** * ****** **** *** ***** ***** ** ***********
  
  Shellpoint
  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 17, 2023, we received a Notice of Nonrenewal
  from Travelers Insurance. Once the policy expired, notices requesting evidence
  of insurance were mailed April 21, 2023, and May 22, 2023. By June 7, 2023, we
  were yet to receive the requested evidence of insurance and a LPI was purchased
  effective March 31, 2023 through March 31, 2024 for $45,741.96. LPI payments
  were disbursed on July 6, 2023, for $15,247.34, and August 7, 2023, for
  $3,811.83.
  
  On September 5, 2023, we received evidence of insurance
  from Occidental Fire and Casualty effective August 22, 2023 through August 22,
  2024, and a payment in the amount of $3,083.00 was disbursed for the policy on
  September 6, 2023.
  
  On September 7, 2023, the LPI was cancelled effective
  August 22, 2023, and a refund in the amount of $1,106.93 was placed in the
  escrow on September 8, 2023. Please note, due to the information provided at
  the time the loan was service transferred, the LPI was purchased at a higher insured
  amount in error. Once the insurance information was corrected, on November 10,
  2023, a total of $16,936.73 was refunded to the escrow account.
  
  There is a lapse of insurance from March 31, 2023 through
  August 22, 2023. To flat cancel and fully refund the LPI, evidence of insurance
  is required for the above-mentioned dates. This
  information must be provided in writing and can be faxed to our Insurance
  Department at ************ or emailed to *************************.
  You may also submit your insurance policy online at *********************************************
  or mail it to the following address:
  
  Shellpoint Mortgage Servicing
  ***** * *****
  **** *** ****
  ***** ** **********
  
  We are currently
  in the process of completing and escrow analysis. Please allow seven to ten
  business days for processing.
  
  Per your
  correspondence, you are in the military and are due to relocate. Please forward
  your military orders to update the loan. This informant can be submitted to the
  following mailing address or fax number:
  
  Shellpoint Mortgage Servicing
  **** *** *****
  *********** ** *****
  **** ************
  
  As of the date of this correspondence, the loan is past
  due for the June 1, 2023 through November 1, 2023 installments. We can confirm
  foreclosure proceedings have not begun.
  
  Shellpoint maintains that we are servicing
  the loan in accordance with the original agreement and all applicable laws and
  regulations.
  
  Please
  accept our sincere apologies for any inconvenience this may have caused. Please know that Shellpoint takes its customer service obligations very seriously and
  your concerns have been brought to the attention of the appropriate people
  within our organization.