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:01/20/2023

  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.

  February 1st of 2022, I had a house fire requiring a hospital stay and making my home uninhabitable, My a local franchise of Servpro was called in to dry up the home and remove my personal belongings, On the 10th the insurance adjuster reportedly visited the home and gave an estimate of repairs at $69,000
  
  August the general contractor walked away from the project after destroying more property and performed next to no work, I paid to have the roof replaced and had some electrical work performed. Shellpoint sent an inspector to the home and determined only 11% of the home was repaired, then they stopped sending funds back for us to continue work.
  
  Found another contractor who determined that the house had extensive water damage including mold, Servpro admittedly didn’t dry out the home as they should have, this extra damage including the damage done by the first contractor was not in the original adjuster’s quote. Insurance company wont cover this extra work claiming not part of original claim
  
  All this time Shellpoint will not release funds to continue repairs, they won’t return calls or emails, and we’ve been denied the chance to speak to a manager. they had in excess of the amount of money I even owed them, thanks to all the player in this drama including Shellpoint the house has remained unrepaired, the insurance company has dropped the home protection and soon they will stop funding my hotel accommodations leaving me homeless yet obligated to Shellpoint my mortgage payment all the while they are sitting on more money than they are owed.
  I’m soon to become homeless and Shellpoint bears much of this responsibility.

  

  Business Response

  Date: 02/08/2023

  January 27, 2023
  
  **** ** ****
  ***** ********** *****
  ******* ***** ** *****
  
  Via Email: *******************
  
  
  RE: Reference #: **********
  Account #: xxx****
  Property: ***** ********** ****** *********** ** *****
  Complaint ID: ********
  
  
  Dear **** ** ****:
  
  This letter is in response to the Better Business Bureau complaint received on January 20, 2023, regarding the subject
  property. Federal Home Loan Mortgage Corporation, as Trustee for the benefit of the ******* *** ******** ****** **** ********
  ****** Series 2020-3 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 September 3, 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 the property sustained damage due to a house fire on February 1, 2022 which made the house uninhabitable.
  The insurance adjuster visited the property and estimated repairs of $69,000.00. Shellpoint completed an inspection on the property
  and determined only 11% of the repairs were completed and stopped disbursing funds to have the repairs completed. You had to
  switch contractors as the original contractor walked away after damaging the property more and not completing the necessary repairs.
  Once you obtained a new contractor, the estimate of the repairs was more than what the insurance company disbursed and advised as
  the additional damage was not part of the original claim, there are no additional funds to be disbursed by them. In addition,
  Shellpoint has denied your chance to speak with a manager when requested. You are requesting Shellpoint to disburse your funds
  with interest and to have a dedicated contact person going forward who can work with you.
  
  Shellpoint is committed to working with each of our customers to provide the highest level of service possible. We regret your
  experience while speaking with our loss draft department did not meet the level of service we are committed to. Please accept our
  sincere apologies for any inconvenience and know your concerns have been brought to the attention of the appropriate people within
  our organization.
  
  Our records show that on March 21, 2022, Shellpoint received documents regarding an insurance claim filed for fire damages to your
  home. As a result, the enclosed Procedure packet was emailed to you at *******************.
  
  The letter states, for claims over $40,000.00, to protect the investor’s interest in the property, certain documentation and inspections
  are needed for insurance claim funds to be released. This is done to ensure the repairs needed on a property are completed and the
  home is returned to its pre-loss condition.
  
  On March 24, 2022, we received insurance claim checks in the amount of $48,555.60, $10,329.90, and $704.41. These checks were
  returned to you on March 28, 2022 due to them missing the required endorsement. On April 23, 2022, we received the endorsed
  checks and deposited the funds totaling $59,589.91 into a restricted escrow account used for repairs to the home.
  
  
  AM01272023I
  
  
  On April 28, 2022, a request for the first initial draw was made. Please note, for claims over $40,000.00 the first draw disbursement
  amount is one-third of the loss draft funds but no more than $40,000.00.
  
  On May 4, 2022, check number 61443 in the amount of $40,000.00 was issued to you and sent via United States Postal Service,
  bringing the balance available for repairs to $19,589.91. However, on May 19, 2022 we were notified by an Authorized Third Party
  ***** **** that the check issued had yet to be received. As a result, a stop payment was placed on the check and on May 23, 2022 a
  replacement check number ***** was issued to you and sent to the mailing address on file via UPS.
  
  On June 7, 2022, our Loss Draft department reached out via email to ******************* to check on the progress of the repairs to
  the property. Additionally, the email advised of the documents necessary to release additional funds, as well as a property inspection
  and a waiver of lien form completed and signed by your contractor.
  
  On June 21, 2022, two additional insurance claim checks were received in the amount of $8,403.90. These funds were cashed and
  deposited into the restricted escrow account bringing the balance available for repairs to $27,993.81.
  
  A follow up email was sent on August 30, 2022, advising the documents required if additional funds were needed to continue with
  repairs to the home. Then on August 31, 2022, we received a response to this email advising us that you were looking for a new
  contractor as the contractor you had was going through restructuring and cancelled the project.
  
  The first inspection of the work progress was completed on October 7, 2022. Per the inspection report you were still in the process of
  finding a new contractor at that time. This report indicated that only 11% of the repairs needed on the home had been completed.
  
  On October 12, 2022, ***** **** contacted our Loss Draft department requesting additional funds be disbursed to continue with
  repairs and stated you had already had a lot of out of pocket expenses. The receipts for the out of pocket expenses were received, and
  on November 9, 2022, a check in the amount of $7,947.55 was issued for reimbursement of the out of pocket expenses, bringing the
  balance available for repairs to $20,046.26. This check was later voided and reissued on November 22, 2022 as you advised the check
  had not been received as no one was staying at the property.
  
  On December 7, 2022, additional insurance funds were received in the amount of $3,289.93, bringing the balance available for repairs
  to $23,336.19.
  
  As advised in our November 18, 2022, correspondence, Shellpoint is looking for 50% of the repairs to be completed in order for
  additional funds to be disbursed. However, as previously advised during your January 6, 2023 conversation with one of our
  representatives, Shellpoint has agreed to review a list of materials needed from your contractor in order to disburse additional funds.
  
  The list of materials is needed for any and all contractors used to complete repairs to the home. Please ensure the list of materials is
  signed and dated by both you and the contractor, to signify your acceptance. We will continue to monitor the repairs process via
  property inspections to verify the repairs are being completed according to the contract and in compliance with the local building
  codes.
  
  To arrange for an inspection, please contact our Insurance Department at ***** ********, Monday - Friday, 8:30 am to 6:00 pm ET.
  The fee for the inspection will not exceed $60.00 and it will be applied to your monthly mortgage statement. Please note, the
  following documents will be required each time a draw is requested:
  
  • Inspection verifying percentage of work complete
  • Waiver of lien/sworn statement from the contractor
  
  If your loan is current all disbursed funds will be made payable to you. If your loan is delinquent all disbursed funds will be made
  payable to you and your contractor. If a contractor completes any repairs, the waiver of lien document will need to be completed by
  the contractor and submitted.
  
  Upon completion of the repairs, we will also require your contractor complete the waiver of lien form. This form is required to ensure
  that your property remains free of a contractor lien. Please note, without this form, Shellpoint cannot release the final draw.
  
  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.
  
  As of the date of this communication, the loan is due for the February 1, 2023 installment of $873.99.
  
  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
  
  AM01272023I
  
  email from there and upload any supporting documents. Alternatively, you may contact me at ***** ******** Monday through
  Friday between the hours of 8:00 a.m. to 5:00 p.m. (PST).
  
  Sincerely,
  
  Crystal E*******
  Compliance Department
  Shellpoint Mortgage Servicing

• Initial Complaint

  Date:01/19/2023

  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 daughter and son-in-law (***** * ***** ******** have been trying to assume our mortgage with the assumption division for the past nine (9) months. We, *** * ***** ********* who are retired and on a fixed income, need the help our children are offering us but they have not responded to our phone calls or e-mails !?
  Our mortgage # ********** if needed .
  Our phone # ************
  E-mail :********************
  Thank you,
  *** * ***** *********

  

  Business Response

  Date: 02/08/2023

  January 27, 2023
  
  *** *********
  ***** *********
  ** ********* ****
  ******** ** *****
  
  Via email: ********************
  
  
  RE: BBB Complaint #: ********
  Subject property: ** ********* ***** ******** ** *****
  Reference #: **********
  Original Account #: xxxxx****
  Current Account #: xxxxx****
  Original Creditor: *** **** ********** ***
  Current Owner: Newrez LLC d/b/a Shellpoint Mortgage Servicing
  Date of Last Payment: January 17, 2023
  
  
  Dear *** ********* and ***** *********:
  
  This letter is in response to the Better Business Bureau (“BBB”) complaint received on January 18, 2022, regarding the subject
  property. Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Shellpoint
  Mortgage Servicing (“Shellpoint”) began servicing the loan on the behalf of the owner on or about August 25, 2017.
  
  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 your daughter and son-in-law have been trying to assume your mortgage for over nine months; however, you
  have received no responses to phone calls or emails. You need the financial assistance they are offering you.
  
  Our records indicate you first contacted us by phone on March 15, 2022 to request an assumption, and the Customer Service agent
  you spoke with entered an assumption request for the appropriate department to review. On March 18, 2022, an assumption package
  was sent to ********************, the email address on file and provided with your complaint. On March 25, 2022, you requested
  we resend the package by mail, and it was resent on or about March 28, 2022 via ***** 2Day shipment with tracking number
  ************* Per the ***** website, the shipment was delivered on March 31, 2022.
  
  On April 7, 2022, April 9, 2022, and April 11, 2022, you contacted us stating the assumption package was missing the Uniform
  Residential Loan Application (“URLA”). On or about April 11, 2022, we sent an email to ******************** explaining the
  URLA was not required at that time.
  
  On or about April 12, 2022, we sent a follow up email to ******************** as no documents had been received by email or
  mail. On April 25, 2022, assumptions documents were received; however, due to an error, the Assumptions department was not
  notified. The assumption request was closed in our system on the same day when a review determined no documents had been
  received and the request window had lapsed.
  
  
  
  AM01272023H
  
  On July 17, 2022, you contacted our Customer Service department by phone requesting an update on the assumption request. The
  agent you spoke with identified the documents we received previously and opened a request for our Assumptions department to
  review. On July 19, 2022, the package was submitted for underwriting.
  
  Please understand not all of our departments are equipped as call centers and therefore not every department is available to be reached
  by phone. In reviewing your loan, our records indicate that on December 13, 2022, December 27, 2022, January 5, 2023 you called
  our Customer Service department for updates on your assumption request, and the agents you spoke with each provided you with the
  correct point of contact ***************************** and requested you send a message to this mailbox for an update. On January
  27, 2023, a supervisor review of this mailbox determined we did not receive any email correspondence from you.
  
  On October 21, 2022, we received an email from Suris & Associates advising you requested a Consolidation, Extension and
  Modification Agreement (“CEMA”) loan. Since that time, we have submitted numerous requests to the custodian requesting the
  collateral file, which contains original loan documents. We have continued to follow up on those requests through the present. At the
  same time, your assumption request remains open, and our records indicate you have continued to follow up with Customer Service
  for updates.
  
  Please note, we cannot simultaneously process an assumption request and CEMA request. Please send an email to
  ***************************** clearly stating how you want to proceed. To ensure there is no confusion, and to avoid further
  delays, please ensure that your email includes the following:
  
  • Your name, loan number, **********, and property address.
  
  • A clear statement of which request, assumption or CEMA, you want us to proceed with, and which request you want us to
  cancel.
  
  As of the date of this correspondence, the loan is current with the next installment of $1,547.50 due February 1, 2023.
  
  Please accept our sincere apologies for the oversight regarding the documents received on April 25, 2022. 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.
  
  Should you have further questions, you may reach us through our Contact Us page by visiting our website, www.shellpointmtg.com,
  and logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET for any questions regarding this response.
  
  
  Sincerely,
  
  Casia B*****
  Compliance Department
  Shellpoint Mortgage Servicing
  

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pur*****d an investment property about 1 year ago and used Newrez as the lender. Everything was find up to this point. In June of 2022, I setup a LLC for my investment properties and have monies deposited into that account every month for payment. Again, this auto-draft was setup 6 months ago and was working fine....until Jan 2023. Something between ***** and Newrez must not have gone the same as the previous 6 months as I received a nasty letter from Newrez saying my payment was not made due to NSF. When I looked in my ***** account the deposits had been operating the same as the previous 6 months. I don't know why it said I didn't have money, but I did not change anything. When I spoke to Newrez, being elevated to a supervisor, they basically said I didn't have the money in the account and they were not doing anything about the $55 late fees. Once again, my payments were setup as an auto-draft and had been working the previous 6 months. I never received a call, text or email from Newrez. Just a nasty letter a week later telling me my account was coded as NSF and that I now owe and additional $55. This level of service is disgusting and mirrors the reviews I see online. Since this was no error of my own, I would expect Newrez to refund me the late fees. As a real estate broker in the market, I will be sure to let everyone know who terrible their service is and will definitely NOT use them again. It really isn't about the money. Its the principle and disgusting service to right a wrong.

  

  Business Response

  Date: 01/27/2023

  In review of
  the complaint, the loan entered in our Automated Clearing House (“ACH”)
  recurring payment program on June 30, 2022, with the first payment being
  drafted on August 2, 2022.  On June 29,
  2022, you scheduled a payment via your online account to be drafted on July 2,
  2022 of $2,852.49 to be posted as $2,652.49 to the July 1, 2022 installment and
  $200.00 to principal only. However, on July 7, 2022, we were notified by ** ****** ***** the payment was rejected due to Insufficient Fund and the
  transaction was reversed. As a result of the returned payment, an NSF fee of
  $25.00 was assessed on the same day and a notice explaining the payment was not
  honored by your financial institution was sent on July 8, 2022. The payment was
  replaced on July 13, 2022, which was submitted via your online account. and
  posted to the July 1, 2022 installment.
  
  Pursuant to the
  receipt of the July 1, 2022 monthly installment, the loan entered into our
  recurring ACH payment program, which was updated on July 24, 2022, to begin the
  ACH payment effective August 3, 2022, rather than August 2, 2022, confirmation
  of the change was sent on July 25, 2022. Payments began to be drafted from your
  ** ****** ***** checking account ending on 0761 on August 3, 2022.
  
  On January 3,
  2022, we received the ACH payment of $2,852.49 and posted $2,652.49 to the
  January 1, 2023 installment and $200.00 to principal only.  However, on January 6, 2023, Newrez received a
  notice from your banking institution indicating that the payment was not
  honored due to insufficient funds. Therefore, the payment was reversed off the
  loan, and an NSF fee of $25.00 was assessed. As this was the second time a
  payment was returned as insufficient funds in less than a period of six months,
  the recurring ACH payment program was cancelled. This information is disclosed
  in our customer web portal prior to agreeing to enroll in our ACH payment
  program, which explains that in the event of multiple NSF payments, the loan
  would be removed from our ACH payment program, and the loan may be subject to
  NSF fees due to the returned payments. A notice explaining the payment was
  returned was sent on January 9, 2023.
  
  Because the
  January 1, 2023 monthly installment was not received by the end of the 15-day
  grace period after the first day of the month, which is the loan’s due date, a
  late fee of $5.00 was assessed on January 17, 2023.  The January 1, 2023 monthly installment of
  $2,652.49 was received and posted on January 17, 2023, after you spoke to one
  of our service representatives on the same day. During the telephone
  conversation, the representative explained that both NSF fees were charged as a
  result of the returned payments and due to the delay of the receipt of the
  payment a late fee of $5.00 was also assessed to the loan.
  
  In review of the loan, the NSF fees of $25.00 each assessed
  on July 7, 2022 and January 6, 2023, were properly assessed to the loan. In addition, the late
  fee assessed on January 17, 2023, is accurate and properly assessed in
  accordance with the loan’s contractual agreement. As such, the fees are valid
  and will not be removed.
  Enclosed for your reference is a copy of the Loan
  Transaction History Statement. Should you have evidence that there were
  sufficient funds available in your bank account at the time of payment, please
  forward that to Newrez and we will gladly
  assist. Further evidence with a written explanation should be forwarded to Newrez at:
  Newrez,
  LLC
  **** *** *****
  *********** ** *****
  **** ************
  
  As of the date
  of this letter, the loan is due for the February 1, 2023 monthly installment of
  $2,652.49. 

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Make me pay a late when my payment is mail at least 15 day in advance.

  

  Business Response

  Date: 01/25/2023

  Your complaint states Newrez has assessed late fees to
  the account when you mail your payments at least fifteen days in advanced. You
  are requesting for the late fees to be refunded.
  
  The due date for the account is the first day of each
  month. If a payment is not received in full by the end of 15 days after the due
  date, a late fee may be assessed.
  
  Per the enclosed payment history, late fees of $29.34 each
  were assessed for the following installments:
  
  The February 1, 2022, installment was satisfied on February 17, 2022.
  The December 1, 2022, installment was satisfied on December 19, 2022.
  The January 1, 2023, installment was satisfied on January 17, 2023.
  
  Since the payment for the January 1, 2023, installment
  was received on January 14, 2023, the transaction was backdated to January 14,
  2023, and the late fee of $29.34 assessed on January 17, 2023, was waived.
  
  Please take note that our payment address was updated in
  October 2022 to:
  
  **** *** ******
  ******* ** *****
  
  The updated address was provided on the billing statement
  for the November 1, 2022, installment mailed to the address on file on October
  8, 2022.
  
  Please ensure to update our lockbox address with your
  BillPay services to the address provided above.
  
  The late fees assessed for the February 1, 2022, and
  December 1, 2022, installments are considered valid and will not be
  waived. 
  
  We credit all payments for the date received. We do not
  have any control over how long the ** ****** System takes to deliver a mailed
  payment; however, we do offer several other options for you to make a payment.
  
  Newrez offers a free
  recurring ACH payment option. Your monthly payments can be automatically
  drafted from your checking or savings account each month between the 1st and 15th. An ACH draft authorization form is enclosed for your review. To take advantage of this service, please
  complete the ACH draft authorization form, attach your voided check, and return
  it to our office.
  
  Otherwise, you may enroll
  in a recurring ACH payment plan through your online account on our web portal
  at ***************
  
  One-time
  payments made through our web portal at ***************,
  via our pay-by-phone option through our Interactive Voice Recognition (“IVR”)
  system, or by speaking with a Customer Service representative at ************ are
  free of charge.
  
  Additionally, many online
  banking services allow you to transfer funds electronically. If Shellpoint is
  unavailable for electronic transfer through your bank, you may still
  electronically schedule a payment using your bank’s online billpay service and
  they will mail a check on your behalf. Payments by mail or through your bank
  should be addressed to:
  
  Shellpoint Mortgage Servicing
  **** *** ******
  ******* ** **********
  
  Please feel
  free to call Shellpoint if you have any questions concerning your loan or need
  additional information. You may call our Customer Service department at
  ************ during the hours listed above.
  
  As of the date of this correspondece, the loan is next
  due for the February 1, 2023, installment of $713.21.
  
  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 newrez.com and logging into your account. Go to the Help icon at the
  top right and click on Contact Us from the drop down. You can submit your email
  from there and upload any supporting documents. Alternatively, you may contact
  me directly at [email protected] or by phone
  at ***** ********.

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NewRez fraudulently charged fees to my home loan. I have never been without homeowners insurance the entire time I've lived at my current address. They tried to charge an exorbitant amount for insurance when I already had insurance through ***** ****. After I asked them to correct the error and sent supporting documents, they still tried to charge fees to my account. I contacted them again and sent documents again and still have fraudulent escrow fees on my account. In addition, a payment online didn't go through due to a technical issue on their end and they refuse to remove the $75 late fee. They are charging fraudulent fees to consumers on purpose and making it very difficult or near impossible to get them refused. Even with proof showing they committed fraud, they don't care. They hope people give up and just pay the fraudulent fees. This company should have a poor ranking from the BBB due to illegal activities.

  

  Business Response

  Date: 01/27/2023

  Upon review of
  your complaint, our records show on August 25, 2022, Newrez received an
  Electronic Data Interchange (“EDI”) notice advising us your ***** **** policy
  number ************ was set to cancel effective September 29, 2021 for
  non-payment of premium.
  
  Since hazard
  insurance is required for your property, Newrez will maintain insurance on the property
  by purchasing hazard insurance when proof of a preferred insurance policy has
  not been received. A preferred policy is defined as an insurance policy
  purchased by the homeowner, not the mortgage servicer. 
  
  We are required to send notification out
  no less than 45 days prior to purchasing insurance for a property. If
  needed a second warning notice is sent out 30 days later, advising you 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 you with 15 days to provide the needed proof of insurance before the
  purchase is made.
  
  On October 6, 2021,
  and November 5, 2021, notices requesting proof of insurance coverage were sent
  to your mailing address. When no proof was provided, an LPI policy was
  purchased on your behalf, on November 22, 2021, for the coverage period of
  September 29, 2021 through September 29, 2022. An insurance disbursement of
  $614.02 was disbursed from the escrow account on December 1, 2021, which paid
  the monthly insurance premium for the LPI coverage from September 29, 2021
  through November 29, 2021.
  
  On December 14,
  2021, we received proof of insurance showing coverage through ***** **** policy
  number ************ from October 1, 2021 through October 1, 2022. This policy
  information was updated, and on December 14, 2021, the LPI policy was cancelled
  effective October 1, 2021. However, proof of hazard insurance coverage was
  still needed for the period of September 29, 2021 to October 1, 2021, to
  completely cancel the LPI purchased.
  
  Upon further
  review we have determined, due to an inadvertent error an EDI showing your
  insurance policy with ***** **** was reinstated without a lapse in coverage was
  not updated when received on September 1, 2021. We have updated our records and
  requested a refund for the remaining $18.77. Once the refund is posted, a new
  escrow analysis will be requested for the escrow account to be removed from
  your loan. Please note, a copy of the updated escrow analysis will be sent
  under separate cover to the mailing address listed above. Please allow five to
  seven business days for this to be received.

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I have repeatedly set up automatic payments using the NewRez website. It will work once and then the second month, it won't and I will get a late charge. This happened repeatedly in 2022. The most recent occurrence happened in September. My daughter helped set up the payment on September 26, 2022. In October, we checked, and the payment was made. In November, it was not, and then they charged me $52.45. This happened a total of five times. We have asked to be credited for the late fee since this was not an error on our side but an error on theirs. I can only imagine that we are not the only ones that are being punished for their technical glitch and they will not fix the items. We have made repeated customer service calls and emails. I would like all of the over-draft fees credited to me. This is totally unacceptable. Thank you in advance for your assistance.

  

  Business Response

  Date: 02/02/2023

  January 26, 2023
  
  ******** ** *****
  ** ******** **** ***
  ********* ** *****
  
  Via email: ******************
  
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: xxxxx****
  Property: ** ******** **** ***
  ********* ** *****
  
  
  Dear ******** ** *****:
  
  This letter is in response to the Better Business Bureau complaint received on January 19, 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 on or about July 1, 2019.
  
  Please know that Newrez takes its customer service and consumer protection obligations very seriously and has significant staff
  dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and
  improve upon consumer concerns.
  
  Your complaint states in 2022 you repeatedly set up automatic payments through your online account, yet only some payments
  successfully drafted. Most recently, you set up a payment through your online account on September 26, 2022, and the payment
  successfully drafted. However, no payment drafted in November 2022, resulting in the assessment of a late charge. This has happened
  five times. You have asked to be credited for the late charges as this was not your fault. You are requesting all overdraft fees be
  credited to you.
  
  In reviewing your loan, our records indicate your enrollment in our Automated Clearing House (“ACH”) payment plan was cancelled
  on November 1, 2021 at your request. On June 22, 2022, the ACH plan was reactivated, with the first payment scheduled to be
  drafted on July 4, 2022, as confirmed by the enclosed letter dated June 23, 2022.
  
  Per the enclosed Loan History Statement, ACH payments of $1,730.54 each drafted on July 4, 2022 and August 4, 2022, respectively.
  On August 5, 2022, your ACH plan was cancelled when we received a notification of change from your financial institution
  indicating the bank information on file was inaccurate. The cancellation of your ACH plan was communicated with our September
  22, 2022 response to correspondence received directly from you on September 21, 2022.
  
  On September 26, 2022, we received an ACH payment plan request, and a one-time online payment was scheduled through your
  online account for October 1, 2022. Although a system block prevented your ACH plan enrollment request from being completed, the
  one-time payment you scheduled was confirmed by the enclosed notice, dated September 27, 2022, and completed as requested.
  
  On January 26, 2023, the system block was removed, and you may now re-enroll in our recurring ACH payment plan. To re-enroll in
  our ACH payment plan, please complete and return the enclosed enrollment form. The completed form may be submitted through
  your online account at **************, or by mail or fax to:
  
  
  
  
  AM01262023D
  
  
  Newrez LLC
  **** *** *****
  *********** ** **********
  *** ************
  
  Please note that your loan must be current to re-enroll in our ACH plan. If an enrollment request is received while an installment is
  due, we will be unable to complete the request. You may also re-enroll into the recurring ACH program through your online account.
  
  Regarding fees, the Loan History Statement does not reflect returned payment fees were assessed by Newrez. Late charges of $52.45
  each were assessed on April 17, 2022, May 17, 2022, June 17, 2022, September 17, 2022, and November 17, 2022 when the grace
  period for the respective installments expired. On January 26, 2023, due to the confusion regarding the ACH payment plan in
  September 2022, we have elected as a one-time courtesy to waive the late charges totaling $104.90 that were assessed on September
  17, 2022 and November 17, 2022. The remaining late charges are valid and will not be removed.
  
  Separately, per the enclosed escrow analysis dated September 8, 2022, your total monthly payment amount increased from $1,730.54
  to $1,744.71, effective with the November 1, 2022 installment. However, the Loan History Statement shows we have continued to
  receive payments of $1,730.54. If you choose to remit payments through your financial institution’s Bill Pay service, please ensure
  the payment amount is updated.
  
  As of the date of this correspondence, the loan is current with the next installment of $1,744.71 due February 1, 2023.
  
  Although Newrez apologizes for any inconvenience, we have been unable to determine that an error occurred after investigating your
  dispute. You have the right to request documentation supporting our determination.
  
  Should you have further questions, you may reach us through our Contact Us page by visiting our website, **************, and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET for any questions regarding this response.
  
  
  Sincerely,
  
  Casia B*****
  Compliance Department
  Newrez LLC
  

• Initial Complaint

  Date:01/19/2023

  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.

  We have a loan with this company only because they acquired it from ******* *****. This company does not allow its customers to have access to agents that are licensed or trained in home loans. They refuse to do anything other than take a message for the people that will look into our issue with the loan. They did not pay our property taxes due to their error. I have proof from the county of what they did on their batch ID to make the mistake occur. I have been dealing with this for weeks and can't seem to get past anyone just taking a message.
  It is also very strange how you can not email them in a way that gives the client documentation a message was sent. So far nothing about this company seems legitimate.
  I want the company to send me full documentation of the error, they made, on my account and proof that they fixed it. I also want an explanation of why their clients can not talk to anyone directly other than receptionists. I

  

  Business Response

  Date: 02/01/2023

  Please accept our apologies
  for the frustration you experienced while trying to resolve this
  issue. While some of our departments are able to speak with
  you and assist in answering your questions, some of our departments do not have
  direct contact with our customers.
  
  Please note
  that we are required to acknowledge the receipt of all incoming correspondence
  within 5 business days. This is done through a generic form letter indicating
  that we are in the process of researching your concerns. Enclosed for your
  reference are copies of the acknowledgement letters sent to the mailing address
  listed above.
  
  In review of
  your loan, on November 21, 2022, a tax payment of $1,326.76, was disbursed from
  your escrow account to James City County. After further review of your loan, we
  have determined that the incorrect parcel was erroneously set up on your loan.
  We
  have updated our records and removed the incorrect parcel from your loan and
  updated the tax information for your property. Currently, our records reflect
  parcel number **** for the property located at **** ******** ******* ***** ************* ** ******
  
  We
  have contacted James City County and notified them of the error made and
  requested them to transfer the funds paid to the incorrect parcel over to the
  correct parcel. On January 31, 2023, the tax agency confirmed this transfer was
  completed. Enclosed for your reference is a copy of the county property tax
  history showing the next installment owed for your property is the 2022 second
  installment due by June 5, 2023.

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a loan through Shellpoint mortgage. We decided to pay it off in full to them on 10/26/2022. We received the satisfaction paper on 10/31/2022. Then on 11/10/2022 we received a letter from Shellpoint that they have sold the mortgage to Citigroup. They have recorded the original satisfaction at the local courts but also recorded the new mortgage there 1/10/2023.
  We called Shellpoint multiple times and they told us they cannot help. We cannot get anyone at Citigroup since we don’t technically have a mortgage there either. We also went to the local fleet of courts to fix the issue but they sent us away as we cannot make changes. So right now, even though we paid off the full loan, we have a mortgage company, Citigroup, who shows a lien on the property even though we never received any bills from them since but it shows as if we have a mortgage. We are getting the run around and no help in sight. Customer service at Shellpoint has been nice but unable to help us. I even emailed the ceo personally at Shellpoint but received zero response.

  

  Business Response

  Date: 02/07/2023

  In review of
  your complaint, Shellpoint can confirm this loan was paid in full on October
  26, 2022. Once the loan was paid in full, Shellpoint began the process to
  release the lien previously held against the property. The Satisfaction of
  Mortgage was recorded with the Clerk of Circuit Court of Lee County on November
  7, 2022. In further review, we also show the loan was sold to a new
  owner/investor on October 28, 2022, two days after the loan was paid in full.
  Typically, once a loan is paid in full, the ownership of the loan is not sold/
  transferred or assigned to another entity. Because the ownership was sold to
  Citigroup Mortgage Loan Trust ********, a new Assignment of Mortgage was
  recorded with the authorities in the Clerk of Circuit Court of Lee County,
  which caused the lien to remain against the property.
  
  As a result of our
  investigation, Shellpoint reached out to the owner of the loan, prior to the
  ownership transfer, to request the new Assignment of Mortgage indicating the
  loan was sold to Citigroup Mortgage Loan Trust ******** be rescinded. The
  request was sent to the Clerk of Circuity Court of Lee County on February 7,
  2023, to be recorded. Please allow 30 to 45 days for the county to update their
  records.
  
  This letter
  serves as confirmation, this loan was paid in full, and a lien is no longer
  held on behalf of the owner of the loan by Shellpoint.
  
  Please accept our sincere apologies for any inconvenience this
  matter 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.

• Initial Complaint

  Date:01/18/2023

  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.

  Transaction date 1/17/23
  Mortgage payment taken without authorization and caused my checking account to overdraw.

  

  Business Response

  Date: 01/30/2023

  Upon review of
  our call records, we have determined the payment in question was processed
  appropriately, and you granted authorization. Our records show you reached out
  to Shellpoint on January 13, 2023, and spoke with one of our representatives
  regarding your payments. During this conversation, the representative discussed
  the forbearance plan which was schedule to expire at the end of January and inquired
  whether your hardship had been resolved.
  
  The
  representative explained you had reached the maximum number of months available
  for the forbearance plan and discussed updated your financial information in
  order for us to start the process of reviewing you for additional option. You told
  the representative your hardship was almost resolved, and you were hoping to
  soon be able to resume making monthly payments. You confirmed you had already
  updated your financial information with your single point of contact (“SPOC”)
  and had told your SPOC you would call in and make a monthly payment before the
  12th of the month.
  
  Our
  representative explained that you would not be able to make a payment for the
  previous day, but you could schedule the payment for that day, January 13,
  2023. You agreed to processing the payment of $855.24 to process on January 13,
  2023, out of the checking account ending in 1716. The representative repeated
  the information confirming that you were authorizing Shellpoint to process the payment
  and explained that payments scheduled for the same day could not be stopped
  once processed.
  
  The
  representative then provided your SPOC contact information and requested you to
  call back when your hardship was resolved and you were ready to resume making
  monthly payments. You told the representative you were hoping to make another
  payment by the end of the month. You then asked the representative for the
  confirmation number for the payment processed.
  
  Please note,
  our records show this information was also discussed with you during the
  January 18, 2023, conversation with one of our supervisors.
  
  We have no
  record showing you did not authorize the January 13, 2023, payment to be
  drafted from your checking account. You have the right to request documentation
  supporting our determination that no error has occurred in the servicing of the
  loan.

• Initial Complaint

  Date:01/17/2023

  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.

  My mortgage company has lost the payment that I was awarded form the NCHAF program. The first payment of 24,172.56 sent to them on November 8th 2022 as well as the 497.30 that was sent to them the end of November. They however have the payment of 497.30 that was sent the end of December.
  
  This has been an ongoing issue with my mortgage company. They have been instructed multiple times to request the b records via email or secure portal and they keep telling me they don’t do that. They have accused me of lying about the payments being sent and are not trying to find them. They have told me I need to reach out to nchaf which I have many times and they have to request the b records but my mortgage company isn’t requesting those records.
  Shellpoint will not return my calls, they tell tell me I am lying about the funds being sent to them yet they have one of thr payments. When I question the missing payments all they tell me is they can modify my loan . I was granted the money and they should not be able to steel it for themselves. My house is in bankruptcy to stop a foreclosure because of covid. This money would bring it back current . I wouldn’t have to pay the higher payment t amount which is a real struggle.

  

  Business Response

  Date: 01/24/2023

  Dear ****** ******** *********:
  
  This letter is in response to the Better Business Bureau
  complaint received on January 17, 2023. NewRez LLC d/b/a Shellpoint Mortgage Servicing
  is currently the owner of the account number ending in 6579. Shellpoint
  Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf of the
  owner on or about June 1, 2019. 
  
  Shellpoint takes its customer service and consumer
  protection obligations very seriously and has significant staff dedicated to
  its compliance related functions to identify, resolve, and permanently correct
  operational deficiencies and improve upon consumer concerns.
  
  Shellpoint’s
  records indicate the loan is involved in an active Chapter 13 Bankruptcy.
  Therefore, Shellpoint is not attempting to collect the debt. However,
  Shellpoint will continue to service the loan according to the original
  agreement and protect the creditor’s rights in the associated property.
  
  Your complaint states Shellpoint lost the North Carolina
  Homeowner Assistance Funds (“NCHAF”) payment of $24,172.56, sent to us on
  November 8, 2022, and the $497.30 payment sent to us at the end of November
  2022. Shellpoint has been instructed to request the B record via email or
  secure portal on several occasions, but we keep informing you we do not request
  B records. Shellpoint is not attempting to locate the payments and will not
  return your calls. When you inquire about the missing payments, we inform you
  the loan is approved for a modification, but the NCHAF payments will bring the
  loan current.
  
  On January 10, 2023, Shellpoint reached out to the state to
  request the approval and B record as we have only received two payments of
  $497.33 each, on December 29, 2022, and January 13, 2023; however, we have not
  received the full reinstatement amount. To clarify, the B record provides us
  with instructions from the state regarding how the HAF payments should applied,
  and typically, it is automatically provided to us when the state approves the
  loan for the HAF program. Once we receive the B record from the state, we will
  apply the payments to the loan as of the date the funds were received.
  
  Shellpoint reviewed the communication between you and our
  office, and we were unable to locate a conversation where we implied you were
  being dishonest about the HAF payments. Additionally, we are legally required
  to inform you of potential options that may assist you with bringing the loan
  current or avoid foreclosure, but you are not required to accept any offers.
  
  On December 28, 2022, we extended the enclosed streamlined
  modification offer to assist you with bringing the loan current. The offer
  stipulates a trial period that requires you to make three payments of $635.67
  each, due on February 1, 2023, March 1, 2023, and April 1, 2023. If you have
  additional questions or concerns, please contact our Loss Mitigation Department
  at ***** ******** for further assistance.
  
  As of the date of this communication, the loan is contractually
  due for the March 1, 2020 through January 1, 2023 payments.
  
  You have the right to request documentation supporting our
  determination that no error has occurred in the servicing of the loan.
  
  Should you have further questions, you may reach us through
  our Contact Us page by accessing our website www.shellpointmtg.com and logging into your account. Go to the Help icon at the
  top right and click on Contact Us from the drop down. You can submit your email
  from there and upload any supporting documents. Alternatively, you may contact
  me at ***** *********
  
  
  Sincerely,
  
  Jihan J*****
  Compliance Department
  Shellpoint
  Mortgage Servicing
  
  Enclosure:             Trial Offer
  
  cc:           Better Business Bureau
                  Cindy R*****