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:11/08/2023

  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 made an insurance claim on our house in the spring. We received a check from our insurance company for us as well as our mortgage company newrez to sign(endorse). We called newrez and they explained we needed to overnight the check as well as the adjusters claim with it to them. We overnight mailed it to them on October 6th. We called 4 times and spoke to a rep on 4 different occasions. On November 2nd we called them asking to speak to a supervisor. The rep told us that there is no reason why they haven’t sent the check endorsed back yet but they haven’t. We waited an hour in the phone for the supervisor and no answer. The rep finally picked back up and said the supervisor would call us back. It is November 6th now and they have not called. My husband is currently calling them again and has been waiting on hold for 25 minutes. The check will void after a certain date and we need our home repairs taken care of. We have done everything we are supposed to do. All they have to do is sign the check and send it back to us.

  

  Business Response

  Date: 11/18/2023

  Policies are
  set in place to ensure both your interests and our interests in the property
  are protected in the event of an insurance claim. The processing time on a
  claim, once all documents are received, is 10 business days. When the required
  documents are received, the funds are released accordingly.
  
  In review of
  your complaint, Newrez can confirm on October 6, 2023, the insurance adjuster
  report was received with a copy of the insurance loss draft check. Please note,
  for Newrez to proceed with completing the process to endorse the check and
  return it to the homeowner, the original insurance loss draft check must be endorsed
  and sent to Newrez. Once the endorsed check is received with the adjuster’s
  report, Newrez moves forward with endorsing the check, depending on the amount
  of the check, it will be endorsed and released back to you or in the event the
  check is over $40,000.00, it will be deposited in a restricted escrow account
  designed for loss draft funds which will then be considered a monitored loss
  draft claim.
  
  Records show,
  our Loss Draft Department sent an email to Mr. ****** on October 31, 2023,
  requesting the live check. On November 2, 2023, a representative explained we need
  to the physical check rather than a legal copy of the check. On November 7,
  2023, another email was sent to Mr. Rowden, requesting the fully endorsed claim
  check.
  
  The insurance
  claim check, number *****, for the amount of $13,511.81, was received on
  November 10, 2023, and sent for endorsement the same day. The insurance claim
  check was released and sent to Mr. ****** on November 13, 2023, via *** via
  tracking number ******************. Records confirm, the package was delivered
  on November 15, 2023.
  

  

  Business Response

  Date: 11/18/2023

  Policies are
  set in place to ensure both your interests and our interests in the property
  are protected in the event of an insurance claim. The processing time on a
  claim, once all documents are received, is 10 business days. When the required
  documents are received, the funds are released accordingly.
  
  In review of
  your complaint, Newrez can confirm on October 6, 2023, the insurance adjuster
  report was received with a copy of the insurance loss draft check. Please note,
  for Newrez to proceed with completing the process to endorse the check and
  return it to the homeowner, the original insurance loss draft check must be endorsed
  and sent to Newrez. Once the endorsed check is received with the adjuster’s
  report, Newrez moves forward with endorsing the check, depending on the amount
  of the check, it will be endorsed and released back to you or in the event the
  check is over $40,000.00, it will be deposited in a restricted escrow account
  designed for loss draft funds which will then be considered a monitored loss
  draft claim.
  
  Records show,
  our Loss Draft Department sent an email to Mr. ****** on October 31, 2023,
  requesting the live check. On November 2, 2023, a representative explained we need
  to the physical check rather than a legal copy of the check. On November 7,
  2023, another email was sent to Mr. ******, requesting the fully endorsed claim
  check.
  
  The insurance
  claim check, number *****, for the amount of $13,511.81, was received on
  November 10, 2023, and sent for endorsement the same day. The insurance claim
  check was released and sent to Mr. ****** on November 13, 2023, via *** via
  tracking number ******************. Records confirm, the package was delivered
  on November 15, 2023.
  

• Initial Complaint

  Date:11/06/2023

  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 made a mortgage payment in October. The payment posted. I went to make my November payment and it was removed but it was never credited back to my bank. I called my bank and I was told that they do not have a credit and one was never requested. SHELLPOINT stated my back requested a refund but i never received one and my bank stated that they never made the request. Shellpoint refuse to help and my payment is missing.

  

  Business Response

  Date: 11/16/2023

  In review of
  your complaint, on October 6, 2023, a payment of $1,107.11 was received and
  applied as the October 1, 2023 monthly installment.
  
  The review
  shows, this payment was reversed on November 1, 2023, as a result of an update
  received from our payment processing vendor, which indicated the payment
  initially processed on July 28, 2023, was not honored by your financial
  institution although it was credited to your loan.
  
  According to
  the report, the payment posted to your loan on July 28, 2023, was returned non-sufficient
  funds (“NSF”) by your banking institution because authorization to process the
  payment had been revoked. Please be aware, the payment was not removed from
  your loan when the payment was initially returned as “revoked authorization”,
  due to an internal delay. When this issue was reported to our Cash Operations
  Department, the necessary loan maintenance was conducted on November 1, 2023. Please
  note, a credit would have not been issued to your bank, as the payment removed
  represented the payment posted on July 28, 2023 that later was not honored.
  
  Per the
  information provided regarding the delay in the payment maintenance, the July
  28, 2023, was not previously removed as the payment was returned by your
  banking institution outside of the typical two (2) to three (3) day timeframe.
  This typically occurs, when a customer disputes the payment (charge) with their
  banking institution.
  
  On November 1,
  2023, a late charge of $15.76 was assessed. After the review, on November 16,
  2023, Shellpoint waived the late charge of $15.76 assessed on November 1, 2023.
  
  If you believe the information
  provided is inaccurate, and the payment processed on July 28, 2023, was honored
  by your bank, we will require proof of the payment clearing your bank, such as
  a rolling bank statement reflecting the payment was deducted from your bank
  account during that time frame. Proof of a payment includes one or more of the
  following: legible copies of the front and back of the cashed money order or
  check, legible unaltered copies of the bank statement for the period the
  payment was processed, or legible receipts for ******* *****, ***** ****, etc.
  This information may be sent to the below, via our customer web portal, www.shellpointmtg.com, or by mail or
  via fax to the following:
  
  Shellpoint
  Mortgage Servicing
  **** *** *****
  *********** ** *****
  **** ************

• Initial Complaint

  Date:11/06/2023

  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.

  Hi, this is an official grievance in regard to SHELLPOINT MORTGAGE found in GREENVILLE, SC. They've recently reported invalid and unverifiable data files on my credit report to the credit agencies, they have failed to perform a legitimate investigation, and, most importantly they've not provided any evidence of the reported data that they're reporting. The specific record in dispute is SHELLPOINT MORTGAGE Account No. *********... In spite of how many times I contact them to deal with the erroneous entry on my credit report, this company continues to ignore my dispute letters and causes me a ton of unwanted finance-related as well as emotional stress. I want this flawed data taken down from my credit report instantly. This really has caused substantial financial injury, not limited to my credit, but also to my character. Please assist. Thank you.

  

  Business Response

  Date: 12/04/2023

  November 16, 2023
  
  Consumer Alliance Bureau
  ****** *****
  *** ******* ******* ****
  *********** ** *****
  
  
  
  RE: Complaint ID: ********
  Reference #: **********
  Account #: ********
  Homeowner: ****** ******
  Property: *** ********* ***
  ********* ** *****
  
  
  Dear ****** *****:
  
  This letter is in response to the Better Business Bureau complaint received on November 6, 2023, regarding the subject property. ****
  **** ******** **** ***** ****** is currently the owner of the account number ending in ****. Shellpoint Mortgage Servicing
  (“Shellpoint”) began servicing the loan on the behalf of the owner referenced above on or about February 15, 2018.
  
  Our records indicate you are representing the homeowner; therefore, we are responding to you. Please forward our response to your
  client.
  
  Shellpoint is aware this loan was included in a Chapter 13 Bankruptcy filed by ****** ****** and was subsequently discharged. Our
  records indicate Mr. ****** intended to retain the property as well as their personal liability upon discharge and completion of the
  Chapter 13 plan. As such, Shellpoint is servicing the loan in accordance with the original agreement and protecting the creditor’s
  rights in the associated property.
  
  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.
  
  Please take note that Shellpoint strives to respond to correspondence within a few days; however, by law we are allowed up to thirty
  (30) days to conduct an investigation, take corrective action (if necessary) and provide you with a formal response.
  
  Mr. ****** complaint states Shellpoint has reported invalid and unverifiable delinquencies to the Consumer Reporting Agencies
  (“CRAs”) and has failed to perform an investigation. Shellpoint has not provided any evidence of the data reported. Additionally, Mr.
  ****** states multiple complaints have been filed and Shellpoint continues to ignore the dispute letters which has caused unwanted
  finance as well as emotional stress. Mr. ****** is requesting the delinquency reported for September 2022 be removed from his
  credit report.
  
  The contractual due date for the loan is the 1st of the month. If a payment is not received in full by the 1st day of the month, the loan
  will be past due. If a payment is not received in full by the end of 15 days after the due date, a late charge may be assessed. If the
  payment is not received by the end of the month, the loan would be reported negatively to the CRAs.
  
  Upon review of the loan, we have determined we received similar complaints in our office on May 3, 2023, June 28, 2023, and
  September 7, 2023 and responded on May 25, 2023, July 11, 2023, and September 22, 2023. We feel it addresses the same concerns
  expressed in this complaint. Since the additional correspondence did not provide any new or additional information for us to form the
  
  
  DT20231116J
  
  
  basis for a new investigation, our response remains the same. Therefore, we will not be conducting another investigation. Enclosed
  for review is the prior response letters from May 25, 2023, July 11, 2023, and September 22, 2023.
  
  As mentioned in the prior responses, Shellpoint has confirmed the 30 to 59 days past due reported for September 2022 was reported
  accurately as the September 1, 2022 installment was not satisfied until October 7, 2022. The information submitted 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 as a favor, goodwill adjustment, or to facilitate restoration of your credit score as this would violate the FCRA.
  
  However, to provide further clarification we are providing the following information.
  
  Shellpoint cannot advise you regarding your credit profile, as we have no knowledge of your credit profile or how the individual
  Consumer Reporting Agencies 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.
  
  ********** ******* ******** *******
  ****************** *************** **************** ***************
  ********** ******** ******* ****** ******** *********** ******* ********
  ********* *********** ********* ********** **** **********
  **** *** **** **** **** *** **** **** *** ****
  ******** ** ***** **** *** ****** ****** ** ***** *********** ** *****
  ***** ******** ******** ** ***** ***** ******** ***** ********
  ***** ********
  
  Please note, if you believe there are significant 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. If you have made
  payments that are not reflected on the enclosed Loan History Statement, please provide proof of the payments to Shellpoint’s address
  or fax number listed below for additional research. Proof of a payment includes one or more of the following: legible copies of the
  front and back of the cashed money order or check, legible unaltered copies of the bank statement for the period the payment was
  processed, or legible receipts for ******* *****, ***** ***** etc.
  
  Shellpoint Mortgage Servicing
  **** *** *****
  *********** ** *****
  **** ************
  
  We have been unable to determine that a servicing error occurred after investigating your dispute. You have the right to request
  documentation supporting our determination that no error has occurred in the servicing of the loan.
  
  As of the date of this communication, the loan is contractually past due for the November 1, 2023 installment of $1,111.84.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ******************
  and logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at *** ******** Monday through
  Friday between the hours of 7:30 a.m. to 4:00 p.m. (EST) or via email at *************************. Additionally, you may contact
  our Customer Service Department at *************
  
  Sincerely,
  
  Stanley B*****
  Compliance Department
  Shellpoint Mortgage Servicing
  

• Initial Complaint

  Date:11/06/2023

  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.

  ON 11/1/23 THEY TOOK A SECOND MORTGAGE PAYMENT & OVER DREW MY ACCOUNT . I NEED THE MONEY PUT BACK INTO MY ACCOUNT NOW NOT 5 DAYS FROM NOW AS I HAVE BILLLS TO PAY & NOW I CANT . THIS HAS CAUSED NUMEROUS ISSUES AS I HAVE AUTOMATIC PAYMENTS SET UP FOR OTHER CREDITORS . I WILL ALSO HAVE LATE FEES & OVER DRAFT FEES ON MY ACCOUNT BECAUSE OF THIS . THIS HAPPENED ON THE 1ST WHEN I CALL & LEAVE A MESSAGE NO ONE CALLS BACK . I FINALLY SPOKE TO SOMEONE TODAY & THEY WERE SUPPOSED TO CALL ME BACK & DID NOT .

  

  Business Response

  Date: 12/04/2023

  Saturday 8:00AM-3:00PM
  
  
  November 15, 2023
  
  ******* ** ******
  *** **** ****
  ****** ** *****
  
  Sent via email: *******************
  
  RE: BBB Complaint #: ********
  Original Creditor: **** ** ******** * ***********
  Original Loan #: **************
  Current Owner: Newrez LLC d/b/a/ Shellpoint Mortgage Servicing
  Date of Last Payment: October 1, 2023
  Reference #: **********
  Account #: ********
  Property: *** **** ****
  ****** ** *****
  
  
  Dear ******* ** ******:
  
  This letter is in response to the Better Business Bureau (“BBB”) complaint received on November 6, 2023, regarding the subject
  property. Newrez LLC d/b/a/ Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Newrez
  LLC (“Newrez”) began servicing the loan on the behalf of the owner referenced above on or about February 16, 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 on November 1, 2023, Newrez drafted a second mortgage payment, which caused your bank account to
  overdraft. You state this error has caused late charges and overdraft fees to be assessed by your financial institution. You have
  contacted Newrez but did not receive return calls. You are asking for a refund of the second mortgage payment.
  
  Upon review, on October 30, 2023 you spoke with a representative and requested the recurring payment, scheduled to draft
  November 1, 2023, to be stopped as you opened a new bank account with a new financial institution. The representative stated the
  recurring payment was stopped and set up a payment to be drafted from your new bank account in the amount of $1,446.24.
  
  On October 30, 2023, an ACH payment of $1,446.24 was received and applied towards the November 1, 2023 installment. On
  November 1, 2023, an ACH payment of $1,446.24 was received and applied towards the December 1, 2023 installment.
  
  On November 2, 2023, a representative acknowledged the double payment and informed you the recurring payment, scheduled for
  November 1, 2023, was not canceled. The representative submitted a request to have $1,446.24 returned to you. On November 3,
  2023, the amount of $1,446.24 was disbursed to you.
  
  On November 6, 2023, a payment of $1,446.24 was returned non-sufficient funds (“NSF”) by your financial institution with the
  reason insufficient funds. A $20.00 NSF fee was assessed to your account. On November 14, 2023, the amount of $20.00 in NSF fees
  was waived as a courtesy.
  
  As of the date of this letter, your loan is due for the November 1, 2023 installment in the amount of $1,446.24. We have enclosed a
  copy of the Loan History Statement for your review.
  
  
  DT20231114M
  
  
  
  Newrez has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting
  this determination.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET or via email at ************************ for any questions regarding this
  response. You may also contact our Customer Service Department at ************.
  
  Sincerely,
  
  Kenneth D****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:11/03/2023

  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.

  On October 1, 2023 my home loan with ******* was transferred to newrez LLC c/o shellpoint mortgage servicing. After trying for two weeks to contact newrez, I was finally able to speak with a representative who could not find my loan information because it was not yet in the system. I was told that payments will not start until my account has made with their company. The representative said I would start payments on November 1st at that point, and to call back then. I was also told that sometimes it takes 60 days to get an account transferred, and I would not be responsible for payments until I am a customer in their system. She made it clear that I would not be charged for the month of October, and even made a joke that now I have extra Christmas money. One week ago I received a bill in the mail from newrez with the amount due for both October and November mortgage. The automatic system was unable to find me by using my loan number, phone number, or social security number. A representative was able to find me but a different phone number was on my account. A number I am not familiar with. I was then told that I will owe $4,144.80 regardless of the situation, and they are sorry for the miscommunication but would not waive October’s fees. I was also informed that I could make a payment by phone, but still may have problems trying to pay online. I’m very unhappy about the miscommunication, and lack of professionalism and training seeing that I now am being asked to pay double my normal mortgage payment due to their systems errors. I did pay them for November.

  

  Business Response

  Date: 11/21/2023

  November 13, 2023
  
  **** ***********
  **** ****** **** *****
  ********** ** *****
  
  Sent via email: [email protected]
  
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: ********
  Property: **** ****** **** *****
  ********** ** *****
  
  
  Dear **** ***********:
  
  This letter is in response to the Better Business Bureau (“BBB”) complaint received on November 3, 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 October 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 your loan recently transferred to Newrez and you contacted Newrez shortly thereafter. During the phone
  conversation, the Newrez representative was unable to locate your loan and told you mortgage payments would not be due until your
  loan was added to our system. You later received a mortgage statement which showed your mortgage installments were due for both
  October 2023 and November 2023. When you contacted Newrez again, a representative apologized for the miscommunication,
  confirmed the mortgage installments listed on your billing statement were accurate, and explained we were unable to waive fees
  imposed in October 2023. You also stated you were told by the representative you may still have issues paying online, but can pay by
  phone; however, the phone number listed on your account was not your phone number. You are asking for a billing adjustment due to
  the miscommunication.
  
  Enclosed for your review is a copy the Welcome Letter sent you dated October 6, 2023. The payment coupon provided with the
  Welcome Letter showed your loan was due for the October 1, 2023 installment of $2,072.40 at the time of the service transfer. The
  letter also provided our payment options.
  
  When a loan is within the initial 60-day transition period, Newrez will not assess any late charges nor report late payments to the
  Consumer Reporting Agencies (“CRAs”), as payments made to the prior servicer may be delayed in being posted to the loan due to
  the transfer. In addition, it may take up to 60 days to receive all loan documents from your previous servicer. After the 60-day
  transition, Newrez may assess a late charge to the loan if the full monthly installment is not received on or before the 16th of each
  month. Additionally, Newrez may report the loan to the CRAs as past due if a full contractual installment is not received within the
  month they are due.
  
  Although Newrez will not report late payments to the CRAs in the initial 60-day transition period, you are still responsible for making
  mortgage payments on a monthly basis, as indicated by the enclosed Note signed at origination. This information was communicated
  
  
  KE11102023D
  to you during your phone conversations with a Newrez representative and team lead on November 2, 2023. The team lead you spoke
  with also scheduled a payment of $2,072.40, explaining this would satisfy the past due October 1, 2023 installment.
  
  The enclosed Loan History Statement shows the November 2, 2023 payment of $2,072.40 satisfied the October 1, 2023 installment.
  To date, no additional payments have been received, and the loan is due for the November 1, 2023 installment of $2,072.40. The
  Loan History Statement also shows that, to date, Newrez has not assessed any late charges or other fees to your loan since we began
  servicing it on or about October 1, 2023.
  
  For reference, our payment options are provided. Newrez offers several options to make a payment. Payments may be remitted via
  mail, by phone, online (availability determined by account status), or via one of our automated payment programs.
  
  We have enclosed an Automatic Payment Enrollment form which provides information on our monthly, bi-weekly, and semi-monthly
  recurring payment plans.
  
  You can now transfer funds electronically through many online banking services. If your financial institution does not have Newrez
  available for electronic transfer, you may still be able to electronically schedule your payment using your bank’s online Bill Pay
  service and they will issue a payment on your behalf.
  
  Payments by mail or through your bank should be addressed to:
  
  Newrez LLC
  ** *** ******
  ******* ** **********
  
  Payments can be made through our interactive voice response (“IVR”) system, or by calling our Customer Service department and
  speaking with a representative at ************.
  
  You can access your account online at **************. Features of our web portal include viewing mortgage statements, enrolling
  in paperless billing, viewing annual tax forms and property tax information, and transmitting documents to apply for mortgage
  assistance with our Loss Mitigation department. Please note, when making payments on the web portal, all installments due are pre-
  selected for payment and you must unselect any payment you do not wish to be drafted from your bank account.
  
  As stated above, as of the date of this letter, your loan is due for November 1, 2023 in the amount of $2,072.40.
  
  Although Newrez apologizes for any inconvenience, we have been unable to determine that an error occurred after investigating your
  dispute. You have the right to request documentation supporting our determination.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET or via email at ************************ for any questions regarding this
  response. You may also contact our Customer Service Department at ************.
  
  
  Sincerely,
  
  Kenneth D****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:10/30/2023

  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.

  October 27, 2023
  
  Dear Customer Service Representative,
  
  I would like to request an evaluation of the property insurance account# *********
  associated to the mortgage account# ********** (Property address: **** ******** *** ****** ********** ** *****).
  
  As previously explained by the ********* **, after various attempts to request the addition of the insurance payment and coverage to the mortgage account, no response was obtained from the Shellpoint Co.
  As a result, the property insurance was paid to Travelers without any adjustment made on the mortgage monthly payment. Instead, additional insurance fees/charges were unnecessarily added to my mortgage account.
  Attached, I am sending a copy of the property insurance coverage to make the necessary adjustments. Furthermore, a refund should be processed for the extra fees/charges paid during the period of June 2023-June 2024 (or related period) accordingly.
  If you need further information or have any questions, please do not hesitate to contact me.
  
  Kind regards,
  Ms. ***** ******

  

  Business Response

  Date: 11/21/2023

  November 9, 2023
  
  ***** ******
  **** ******** ***** *** **
  ********** ** *****
  
  Sent Via Email: **********************
  
  
  RE: Complaint ID: ********
  Reference #: **********
  Account #: ********
  Property: **** ******** ***** **
  ********** ** *****
  
  
  Dear ***** ******:
  
  This letter is in response to Better Business Bureau complaint received on October 30, 2023 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 referenced above on or about November 01, 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 you have requested an evaluation of the property insurance including the payment and coverage amount, but
  Shellpoint has not responded. You state the property insurance was paid to Travelers Company without an adjustment to your
  monthly installment amount and there have been unnecessary fees and charges. You have provided a copy of the property insurance
  coverage so the necessary adjustments can be made to your account. You request a refund of the extra fees and charges paid during
  the approximate period of June 2023 through June 2024.
  
  Pursuant to the insurance requirements in the enclosed Mortgage, Section 5, Property Insurance, for as long as the property is
  financed, it must be insured. If the homeowner fails to maintain any of the required coverages as out lined in the insurance
  requirements, the Lender may obtain insurance coverage and any amounts disbursed by the Lender for this purchase shall become
  additional debt of the homeowner. In addition, all insurance policies required by Lender and renewals of such policies shall be subject
  to Lender’s right to disapprove such policies, shall include a standard mortgage clause, and shall name Lender as mortgagee and/or as
  an additional loss payee.
  
  Since your property is a condominium, 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, we will maintain
  insurance on the property by purchasing an LPI policy when proof of insurance has not been received.
  
  Please note, the website available to obtain proof of HOA master insurance coverage through EOI Direct, requires a fee to be paid for
  the requested information. Because it is the homeowner’s responsibility to provide proof of insurance when requested Shellpoint will
  not pay an additional fee to obtain proof of your HOA master policy.
  
  When active or sufficient proof of insurance is not available, Shellpoint is required to send the notices requesting proof of insurance
  out no less than 45 days prior to purchasing insurance for a property. If needed, a second notice is sent out 30 days later, again
  requesting proof of coverage and explaining our intent to purchase insurance if proof of coverage is not received. This letter provides
  the homeowner with an additional 15 days to provide the needed proof of insurance before an LPI policy is purchased.
  
  
  DT20231109J
  
  
  
  On November 1, 2019 your HOA master policy expired. A Hazard Insurance First Warning Letter dated April 30, 2020 was sent
  informing you we did not have evidence of your homeowner’s association hazard insurance and if it was not provided insurance
  would be purchased on your behalf. A Hazard Insurance Second Warning Letter dated June 1, 2020 was sent on informing you we
  did not have evidence of your homeowner’s association hazard insurance and if it was not provided insurance would be purchased on
  your behalf. An Insurance Binder Letter dated June 17, 2020 was sent informing you Shellpoint purchased LPI coverage from
  November 1, 2019 to November 1, 2020.
  
  In further review, our records indicate we made attempts to obtain the LPI insurance information by mailing the following LPI
  Increase Coverage Notices as well as the Pre-renewal and Renewal LPI Coverage Notices.
  
  LPI Increase Coverage Notices mailed as follows:
  
  • On June 6, 2022 an LPI Increase Coverage Notice was mailed.
  
  • On February 15, 2023 an LPI Increase Coverage Notice was mailed.
  
  • On July 25, 2023 an LPI Increase Coverage Notice was mailed.
  
  
  Pre-renewal and Renewal LPI Coverage Notices mailed as follows:
  
  On September 15, 2020 a LPI Pre-renewal Notice was mailed followed by the LPI Renewal Notice which was mailed on November
  3, 2020.
  
  On September 15, 2021 a LPI Pre-renewal Notice was mailed followed by the LPI Renewal Notice which was mailed on November
  2, 2021.
  
  On September 15, 2022 a LPI Pre-renewal Notice was mailed followed by the LPI Renewal Notice which was mailed on November
  2, 2022.
  
  On September 18, 2023 a LPI Pre-renewal Notice was mailed followed by the LPI Renewal Notice which was mailed on November
  2, 2023.
  
  Please note, we have updated the proof of LPI insurance coverage included with your complaint. This insurance policy provided
  insurance coverage from June 27, 2023 to June 27, 2024. We received a Notice of Cancellation Letter dated October 9, 2023 due to
  non-payment, effective October 29, 2023. We later received notification on November 1, 2023 the insurance payment was made
  effective October 27, 2023. We received a Reinstatement Notice dated October 30, 2023 which reinstated your hazard insurance
  policy effective October 29, 2023.
  
  Please note, any time proof of insurance is required you may send the documentation via fax to ************ or email to
  ***************************,. The required documentation must reflect the following information: Your Name and Address, Policy
  Effective Dates, Property, Building or Dwelling should be listed under Type of Insurance, and the following Mortgagee Clause:
  
  Shellpoint Mortgage Servicing
  ISAOA ATIMA
  **** *** ****
  ***** ** **********
  
  You may also send the required proof of insurance by mail to:
  
  Shellpoint Mortgage Servicing
  ***** *****
  **** *** ****
  ***** ** **********
  
  Otherwise, you can update your insurance policy information anytime through the ******* Insurance website at
  ********************************************. Upon entering the website, select your mortgage servicer with a designated code
  found at the bottom of the lender placed borrower notification. Any uploaded documents through the website are processed within
  three business days of their receipt.
  
  
  
  DT20231109J
  
  
  Please note, our records do not show any communication to Shellpoint in regard to the HOA and HO6 LPI prior to this complaint.
  Additionally, there is no refund due from Shellpoint for the LPI.
  
  As of the date of this communication, the loan is due for the December 1, 2023 installment in the amount of $1,519.44.
  
  We have been unable to determine that a servicing error occurred after investigating your dispute. You have the right to request
  documentation supporting our determination that no error has occurred in the servicing of the loan.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ***** ******** Monday
  through Friday between the hours of 7:30 a.m. to 4:00 p.m. (EST) or via email at *************************. Additionally, you
  may contact our Customer Service Department at *************
  
  
  Sincerely,
  
  Stanley B*****
  Compliance Department
  Shellpoint Mortgage Servicing
  

• Initial Complaint

  Date:10/27/2023

  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 get ahold of anybody to talk about my loan and all the number I call send me to this guy Aldo J******** line I leave a message no phone call back. This has been going on for months. I’m in the verge of losing my home because of all of this.

  

  Business Response

  Date: 11/14/2023

  November 6, 2023
  
  ***** *****
  *** ****** ** ***** *****
  *** ****** *****
  ******* ** *****
  
  Sent via email: ***********************
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: ********
  Property: *** ****** *****
  ******* ** *****
  
  Dear ***** *****:
  
  This letter is in response to the Better Business Bureau (“BBB”) complaint received on October 27, 2023, 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 referenced above on or about March 1, 2023.
  
  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 you have tried to have someone from Shellpoint to contact you about your loan. You reached out to a Loss
  Mitigation representative but have not received a call back. You are requesting someone to reach out to you for assistance with your
  loan.
  
  Upon review, our records indicate we initially did not have you as an authorized person, or a successor in interest, for this loan. On
  August 8, 2023, we spoke with the administrator of the estate and requested this information. We also spoke with you on August 9,
  2023, and stated the same request for information which showed you as a being authorized to discuss the account as well as a
  successor in interest. Also, Shellpoint emailed your bankruptcy counsel on October 30, 2023 asking for this information. Without this
  documentation we were not able to discuss the loan details or loss mitigation options due to privacy concerns.
  
  On or around October 31, 2023, we received the necessary documentation which allowed us to add you as an authorized person for
  this loan. Accordingly, on November 3, 2023 we sent you a letter confirming you as a successor in interest. We also updated the loan
  to reflect you as an authorized user and successor in interest to the loan.
  
  Our Loss Mitigation representative has this documentation and will be reaching out to you this week to discuss loss mitigation
  alternatives regarding this loan.
  
  As of the date of this letter, your loan is due for the December 1, 2021 installment in the amount of $11,880.36. We have enclosed a
  copy of the Loan History Statement for your review.
  
  Shellpoint has determined there have been no errors in the servicing of the loan. You have the right to request documentation
  supporting this determination.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  
  
  DT20231106C
  
  
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET or via email at ************************ for any questions regarding this
  response. You may also contact our Customer Service Department at *************
  
  Sincerely,
  
  Kenneth D****
  Compliance Department
  Shellpoint Mortgage Servicing

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mortgage was transferred/bought by NewRez. They always remind you that you had a bk even though it was 25 years ago and did not involve them or my mtg company. Yest****y I receive a pound of paper from NewRez stating that “we were recently notified of your bankruptcy filing…”. I’ve made numerous calls in the last 12 hours to ascertain where they got this erroneous information. The first guy said that he couldn’t help to contact the agent specifically assigned to me. The letter says she’s there on Saturday from 8:00 till 1:00 and dial her direct extension (Sheila S**** X *****). Called numerous times, the recording says to call during regular business hours. I call the customer service dept and they also can’t help, don’t know anything and transfer me to the supervisor that also says she can’t help and to call the BK dept Monday. I’m Very Angry. I need to know where they cull their information from so I can correct it and/or start a legal inquest. If this is a marketing ploy to get people to refinance or renegotiate their mortgage it’s disgraceful. Do NOT tell customers that they are actively in a bankruptcy when it’s a straight up lie. Their business practices better change right now.

  

  Business Response

  Date: 11/21/2023

  November 3, 2023
  
  ****** ** *******
  *** ****** ****
  ******** ** *****
  
  Sent via email: *****************
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: ********
  Property: *** ****** ****
  ******** ** *****
  
  
  Dear ****** ** *******:
  
  This letter is in response to the Better Business Bureau (“BBB”) complaint received on October 25, 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 December 1, 2019.
  
  Please know that Newrez takes its customer service and consumer protection obligations very seriously and has significant staff
  dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and
  improve upon consumer concerns.
  
  Your complaint states you recently received paperwork from Newrez which indicated you filed bankruptcy. Your bankruptcy filing
  occurred twenty-five years ago and is not relative to your loan with Newrez. You have contacted Newrez numerous times and spoken
  with representatives but have not found resolution to this dispute. You are asking for this information regarding your bankruptcy to be
  corrected and for someone to contact you about this dispute.
  
  Newrez is aware this loan was included in a Chapter 7 Bankruptcy filed on February 20, 2002 and was subsequently discharged on
  June 14, 2022. As such, Newrez is servicing the loan in accordance with the original agreement and protecting the creditor’s rights in
  the associated property.
  
  Upon review, we show you were sent a Loss Mitigation letter on or around October 9, 2023 offering assistance for borrowers who
  filed for bankruptcy. When your loan transferred to Newrez on or about December 1, 2019 we correctly showed your Chapter 7
  bankruptcy as being discharged before we acquired your loan.
  
  The recent letter sent to you was automatically generated because your loan was thirty-eight days past due as of October 9, 2023.
  Even though your bankruptcy was discharged before the loan was transferred to Newrez, the letter was intended to offer only
  financial assistance due to the loan status being thirty-eight days past due and did not indicate you were in an active bankruptcy. We
  apologize for any confusion this loss mitigation notice has caused.
  
  As of the date of this letter, your loan is due for November 1, 2023 in the amount of $1,009.48. We have enclosed a copy of the Loan
  History Statement for your review.
  
  Although Newrez apologizes for any inconvenience, we have been unable to determine that an error occurred after investigating your
  dispute. You have the right to request documentation supporting our determination.
  
  
  
  KP11032023J
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET or via email at ************************ for any questions regarding this
  response. You may also contact our Customer Service Department at *************
  
  Sincerely,
  
  Kenneth D****
  Compliance Department
  Newrez LLC
  

• Initial Complaint

  Date:10/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made two mortgage payments to New Rez (NR) in Sept 2023. One from **** ** ******* *****) and another from ** **** ****). I called and asked NR in Sept to refund only 1 payment from ****, because it was a recurring payment that I had forgotten to remove, and another payment from *** was also going to go through. So, they said that they would return the payment in form of a check, but I stopped him, because then we would not know exactly what payment got returned. So, I told the man deposit insufficient fee one back into **** and I gave him the account #. So, he said that the payment would be deposited back into that ****. I never told him to refund both payments, bc one was supposes to pay for my mortgage. He was supposed to keep one payment from ***. Well, their claiming they returned both payments. I do not have any returned payment from ***, in fact, *** said the payment cleared. A few days later, I noticed a missed call from NR. So, when I called NR back I spoke to representative that was not helpful and I asked to speak to supervisor. I then spoke with, Lawana G******, who told me that all I needed to do was call *** to see if the payment cleared, because they did not see a payment. So, I then called *** & spoke to Jessica, then I called NR on a three way with ***. I asked to speak to another supervisor ar NR ,a female, who said that they could not confirm anything with a call with ***, and that NR had returned the two payments. I said well one payment should have been returned, bc there was insufficient funds but the other payment with *** should have not been returned. Then Jessica from *** said that they seen a payment to NR that cleared and that it had not gotten returned into my account. Well, the supervisor made it seem as if they returned the money from *** into ****. So, I need for this company to get it together, and find my payment, because the $1831.97 has not been received to either of my accounts & my mortgage is due! They will ruin my credit.

  Customer Answer

  Date: 11/14/2023

  November 3, 2023
  
  ***** ********
  **** ****** ***
  ****** ******* ** *****
  
  Sent via email: ***************
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: ********
  Property: **** ****** ***
  ****** ******* ** *****
  
  
  Dear ***** ********:
  
  This letter is in response to the Better Business Bureau (“BBB”) complaint received on October 25, 2023, and your correspondence
  received on October 9, 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 December 28, 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 made two mortgage payments in September 2023, one from **** ** ******* ******** and another from
  U.S. Bank (“USB”). You contacted Newrez and requested the **** payment be returned as you had forgotten to stop your recurring
  payment arrangement with ****. The Newrez representative informed you the check would be returned but you were later informed
  both payments were returned to your **** account, which was not what you requested. You further state you spoke with *** and
  confirmed the check sent from *** cleared but was not returned. You state Newrez reported your payment late for June 2023 and
  September 2023 to the Consumer Reporting Agencies (“CRAs”). You are asking Newrez to find your *** payment for $1,831.97
  and correct late reporting to the CRAs.
  
  Please be aware, the due date for the loan is the 1st day of each month. If a payment is not received in full by the 1st day of the
  month, the loan will be past due. If a payment is not received in full by the end of 15 days after the due date, a late charge may be
  assessed.
  
  On June 15, 2023, a payment of $1,831.97 was received and applied as the June 2023 installment. On June 20, 2023, a payment of
  $1,831.97 was returned by your financial institution non-sufficient funds (“NSF”) with the reason no account/unable to locate
  account. A late charge of $74.41 was assessed. On July 6, 2023, a payment of $1,831.97 was received and applied as the June 2023
  installment, which is more than 30 days past the due date. As such, the delinquent payment was reported to the Consumer Reporting
  Agencies (“CRAs”).
  
  On September 15, 2023, we received two BillPay payments for $1,831.97 each which we applied towards your September 1, 2023
  and October 1, 2023 installments. On September 19, 2023, you spoke with a Newrez representative and requested the payment of
  $1,831.97, from the **** account, be refunded. We returned your payment sent by *** to your **** account ending in ****, on
  September 20, 2023, based on the account information you provided on September 19, 2023 call.
  
  
  
  DT20231103A
  
  
  On September 22, 2023, the second BillPay payment of $1,831.97 received from **** was returned NSF because your financial
  institution informed us there were insufficient funds. Please note, the screen shot you sent shows on September 15, 2023 shows your
  account had insufficient funds. On September 22, 2023, a late charge of $74.41 was assessed.
  
  If you have acceptable proof of payment, for the September 1, 2023 installment, which would include a front and back copy of the
  cancelled check/money order or complete, unedited bank statement for the subject payment(s). Acceptable proof of payment can be
  sent via email by logging into your account on our website at ************** and click on the Help icon on the top right menu and
  choose Contact Us. From there you can submit your email and upload any supporting documentation. You may also mail or fax the
  information to:
  
  Newrez LLC
  ** ** *** *****
  *********** ** *****
  **
  *** ****** ************
  
  Our records indicate the payment due September 1, 2023 was received on October 13, 2023. You were also assessed a late charge on
  October 17, 2023 as we have not received your October 1, 2023 installment. Therefore, the three late charges for $74.41 each are
  valid.
  
  According to our records, the September 1, 2023 installment was received on October 13, 2023, which is more than 30 days past the
  due date. As such, the delinquent payment was reported to the CRAs. Under federal law, Newrez must treat every consumer fairly
  and equally by reporting true and accurate information to the CRAs. Newrez cannot extend a favor or courtesy.
  
  As of the date of this letter, your loan is due for the October 1, 2023 and November installments of $3,663.94 and late charges of
  $223.23 for a total due of $3,887.17. We have enclosed a copy of the Loan History Statement for your review.
  
  Newrez has determined there have been no errors in the servicing of the loan. You have the right to request documentation supporting
  this determination.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET or via email at ************************ for any questions regarding this
  response. You may also contact our Customer Service Department at *************
  
  Sincerely,
  
  Kenneth D****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reported multiple times issues with their website. The website will not allow you to make payments from multiple different accounts to meet the full amount. It all has to be in one account, which makes it very difficult on time if you have to wait for funds to be transferred from one bank to another when you have 2 friends living with you that all of you are paying for the house together and trying to get one account without potentially putting yourself into a legal bind, because in some states, having a joint bank account is equivalent to common law marriage, including Texas. So I’ve been reported late multiple times as 10 days is not always manageable for payments to transfer in. The company has not responded or followed up with me. I have called multiple times advising them of this.
  
  Now I find tonight that it’s not logging any payments as of submitted payments, because when I try to edit the payment, it’s not there but when I try to make a new one because I am now worried I didn’t hit the correct button right it tells me the payment is pending! I have screenshots of all this.
  
  When I go to contact them to tell them there’s a problem I can’r submit that because the website doesn’t allow you to submit anything unless you fill out certain field, which have nothing that you can fill out. There pre-selected entries that have nothing in there to select so I can’t make a complaint to them.
  
  Their website is broke. Their policies for payments require me to call in to make a payment from multiple accounts, which is not ADA friendly because some people are hard of hearing or have TBIs (which I’m an both).
  
  This is inappropriate and unacceptable handling. Ever since they transferred over my account from Caliber, I’ve been late EVERY MONTH killing my credit. They don’t care because they are LITERALLY making money from the late fees because of this setup!

  

  Business Response

  Date: 11/21/2023

  November 13, 2023
  
  ***** ****** ** ** ****
  *** ***** **** ****
  ****** ** *****
  
  Sent Via Email: ****************
  
  
  
  RE: Complaint ID: ********
  Reference #: **********
  Account #: ********
  Property: *** ***** **** ****
  ****** ** *****
  
  
  Dear ***** ****** ** ** *****
  
  This letter is in response to the Better Business Bureau complaint received on October 25, 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 are unable to make payments from multiple accounts to complete your monthly contractual payment. You
  have reported this issue several times without receiving a response or follow-up. You state this has caused you to be late on more than
  one occasion as 10 days is not manageable for payments to transfer in. You state you when attempting to contact Newrez with the
  issues you are having, the web portal it will not allow you to submit anything as there is nothing to fill out. You state Newrez’s policy
  requiring you to call in to remit a payment is not Americans with Disabilities Act (“ADA”) friendly. You find the issues you are
  having are inappropriate, unacceptable and harming your credit. You do not feel Newrez cares as they are making money from late
  charges.
  
  In review of your complaint, on November 3, 2023 you spoke with a representative who informed you there was a non-sufficient
  funds (“NSF”) fee of $50.00 and property inspection fees of $60.00 due with the monthly installment. You asked why the recurring
  ACH did not draft on November 1, 2023 and the representative informed you a one-time payment had been setup, however, they
  would assist you with the setup for recurring ACH payments. You declined the assistance and requested to speak with a member of
  management.
  
  You were transferred to a supervisor who informed you our online portal was not setup to make a single payment from multiple
  banking accounts or pay additional fees, however, they could be processed over the phone. The supervisor informed you there was no
  request showing for ACH recurring payments. The supervisor was able to walk you through how to setup recurring ACH payments.
  Additionally, you were informed on the delinquent payments reported to the Consumer Reporting Agencies (“CRAs”).
  
  When a loan is within the initial 60-day transition period, Newrez will not assess any late charges nor report late payments to the
  CRAs, as payments made to the prior servicer may be delayed in being posted to the loan due to the transfer. Unfortunately, this
  causes the loan to appear delinquent. In addition, it may take up to 60 days to retrieve all payments and/or documents from your
  previous servicer. The 60-day transition period ended on December 30, 2022. After the 60-day transition, Newrez may assess a late
  
  
  DT20231113G
  
  
  charge to the loan if the full monthly installment is not received prior to the 16th of each month. Additionally, Newrez would report
  the loan to the CRAs if the monthly installment is not received within the same month.
  
  Under federal law, Newrez must treat every consumer fairly and equally by reporting true and accurate information to the CRAs. We
  are unable to extend a favor or courtesy. Please note, your contractual due date is the 1st of the month and payments must be received
  on or before the 16th of the month to avoid late charges. If the payment is not made by the last day of the month it is due, the payment
  will be reported late to the CRAs.
  
  Our records show after the 60-day RESPA transfer period ended on December 30, 2023, Newrez began reporting your loan to the
  CRAs. On February 17, 2023, the amount of $74.63 in late charges was assessed. On March 3, 2023 a payment of $2,792.97 was
  received and applied as the February 2023 installment. On March 4, 2023, a payment of $2,867.60 was received and of that,
  $2,792.97 was applied as the March 2023 installment and the remaining $74.63 was applied to late charges.
  
  On April 17, 2023, the amount of $74.63 in late charges was assessed. On May 17, 2023, the amount of $74.63 in late charges was
  assessed. On May 22, 2023 a payment for $5,735.20 was received and of that, $2,792.97 was applied towards the April 1, 2023
  installment, $149.26 was applied to late charges and the remaining $2,792.92 was applied towards the May 2023 installment. We
  reported April 2023 as 30 to 59 days late to the CRAs.
  
  On June 17, 2023, the amount of $74.63 in late charges was assessed. On July 11, 2023, a payment for $5,710.75 was received and of
  that, $2,792.97 was applied towards the June 1, 2023 installment, $2,792.97 was applied as the July 2023 installment and the
  remaining amount of $125.01 was applied to late charges. We reported June 2023 as 30 to 59 days late to the CRAs.
  
  On August 10, 2023, a payment for $2,917.98 was received and applied as the August 2023 installment. On August 16, 2023, a
  payment of $2,917.98 was returned NSF by your financial institution with the reason insufficient funds, an NSF fee of $25.00 was
  assessed. On August 17, 2023, the amount of $74.63 in late charges was assessed. On September 2, 2023. a payment for $3,000.00
  was received and of which, $2,917.98 was applied towards the August 1, 2023 installment and the remaining amount of $82.02
  applied towards late charges.
  
  On September 17, 2023, the amount of $74.63 in late charges was assessed. On September 29, 2023, a payment of $3,059.85 was
  received and of that, the amount of $2,917.98 was applied as the September 2023 installment and the remaining amount of $141.87
  was applied to late charges.
  
  The information submitted to the CRAs was sent in compliance with the Fair Credit Reporting Act (“FCRA”). 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. Our review has found, April 2023, June 2023, and August 2023 were
  reported accurately as 30 to 59 days delinquent to the CRAs.
  
  Our review has found the late charges assessed on February 17, 2023, for $74.63, April 17, 2023, for $74.63, May 17, 2023, for
  $74.63, June 17, 2023, for $74.63, August 17, 2023, for $74.63 and September 17, 2023, for $74.63 were assessed appropriately and
  will not be refunded or waived.
  
  Please note, Newrez offers several options to make a payment. Payments may be remitted via mail, by phone, online (availability
  determined by account status) or via our automatic payment program.
  
  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. 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 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 BillPay service and they
  will mail a check on your behalf. Please understand, bill-pay payments do not transmit instructions to us. Payments by mail or
  through your bank should be addressed to:
  
  Newrez LLC
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