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:01/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021, I contacted ******* to utilize the Covid 19 relief program due to hardships I've encountered in paying my mortgage which was $****. By November 2021, I had paid ******* all the money due on the mortgage but experienced an increase to my mortgage and they required me to pay **** per month opposed to ****. I've contacted ******* throughout 2021 and 2022 to inquire on the uptick in my mortgage. Each time I've contacted *******, they've informed me that ****** was the reason my mortgage had gone from **** to ****. I've asked on countless occasions if the ****** was paid in full and brought current, would my mortgage go back to ****. Each time I did not get an answer. In October of 2022 (******* transitioned to NewRez) I rec'd a noticed that because my ****** was in arrears, my mortgage will be increased to 1344. I contacted ******* 01/04/2022 and spoke to a representative to ask again if I pay the arrears will my monthly payment change back to the ****. She told me that my monthly payment would not change if the money was forwarded to NewRez as only a refinance would change my monthly. She then placed me on several holds (I lost count, 8 holds 2 minutes per hold) so she could get assistance with my question. Upon returning she explained to me that the ****** was the reason for the increase and even if i paid off the ****** it would only make a 80 dollar difference and it would go back to ****. I asked her about the **** and she stated i've been paying **** since 11/01/2021 (basically what is the deal). I requested a supervisor which she made it impossible for me to get one. I dont think its ethical for the business to accept covid 19 relief and uptick my mortgage as a result. Had I known, I would've never opted for it! I want a detail explanation and want to know what it will take to get my mortgage to what it used to be prior to covid.

  

  Business Response

  Date: 01/23/2023

  According to our records, we
  maintain an escrow account on your behalf for Property Taxes, ****** **** ****** ******* Insurance and **** ******** ********* ******. Our records show
  the most recent escrow analysis was completed by your prior servicer on October
  14, 2022. This analysis increased the monthly mortgage payment from $1,264.43
  to $1,344.44 effective with the January 1, 2023 installment. Per the escrow
  analysis, there was an escrow shortage of $2,913.42. A shortage occurs when the
  anticipated balance is less than the required balance.
  
  The analysis completed prior to
  the October 14, 2022 analysis was completed on September 27, 2021 and increased
  the monthly mortgage installment from $1,092.12 to $1,264.43. This analysis
  calculated an escrow shortage of 1,992.80 and was spread over 12 months.
  
  The escrow account is analyzed by
  taking into account the total amount of the anticipated payments from escrow
  over the next 12-month period and spreading them over the upcoming 12 months.
  Please note, when anticipated payments to the escrow account are not received
  each month, or additional items are paid out of your escrow account that were
  not anticipated this can cause a shortage on your next analysis.

  In reviewing your complaint, our
  records show no payments were made to the escrow account from February 2021
  through September 2021. Although we understand during this time your monthly
  installments are temporarily suspended as you were under a forbearance plan,
  items paid by your mortgage servicer from the escrow account continue to come
  due and are paid as scheduled.
  
  In addition, to no payments being
  received during the forbearance period, our records show unanticipated disbursements
  were made to pay delinquent ********* *********** ******* fees. Because these
  disbursements were not included in the anticipated calculations on the prior
  escrow analysis, and the payments anticipated to be received were not, this
  contributed to the shortage showing on both the September 27, 2021 escrow
  analysis and the October 14, 2022 analysis.

• Initial Complaint

  Date:01/12/2023

  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 purchased my home mortgage in May. They have misapplied my mortgage payment and are unable/unwilling to fix it. In the meantime they are sending me threatening letters and calling me in an attempt to levy unwarranted late fees and are trying to force me to make an additional payment. I have spoken with them repeatedly as well as submitted my complaints through their website and they are utterly incapable of fixing this. Now they are threatening my credit score.

  

  Business Response

  Date: 01/23/2023

  Per the enclosed payment history, Newrez received a partial
  payment of $1,620.00 on May 20, 2022 and it was applied to the principal
  balance. Another payment in the amount of $1,620.00 was received on June 3, 2022
  and placed in unapplied funds account.
  
  The payment hierarchy requires a full payment to be
  received before a payment can be applied to the due date. Partial payments
  received will be placed in unapplied funds if the loan is delinquent or due for
  the current month. The funds will be held in unapplied funds until additional
  funds are received to satisfy a full payment. Once a full payment has been
  received, the funds will be removed from unapplied funds and applied to the
  loan.
  
  If no posting instructions are given for the posting of
  funds provided, those funds will be posted per our advanced payment posting
  guideline, which posts partial payments on current loans to fees, and then principal payment. Please
  understand, bill-pay payments do not transmit instructions
  to us.
  
  In
  review of the payment history, Newrez received multiple partial payments from May
  20, 2022 through October 19, 2022 of $1,620.00 each. Because the payments
  received during the aforesaid period were not the full monthly payment amount
  and were received via your banking bill pay service, the payments were applied
  in accordance with the loan’s payment hierarchy. Per your telephone
  conversation held on December 27, 2022, with one of our service representatives
  a request was submitted to adjust the loan and apply the biweekly payments of
  $1,620.00 previously made to bring the loan to a current status since the
  initial application of the payments caused the loan to become past due. The loan
  maintenance was completed on December 31, 2022, and each payment was effective
  dated to the original receipt date to ensure proper credit to the loan.
  
  Upon the
  receipt of your complaint, additional maintenance was needed as it came to our
  attention that payments due on October 1, 2022, November 1, 2022, December 1,
  2022 and January 1, 2023, were not properly effective dated to their original receipt
  date. Therefore, on January 23, 2023, the necessary loan maintenance was completed
  to ensure the loan was properly credited reflecting the correct receipt dates
  for each payment. Consequently, we have requested the year-end statement to be corrected
  reflecting the amount of interest paid during 2022 due to the payment
  reapplication. Please allow seven to ten business days for the year-end
  statement to be corrected.
  
  Additionally,
  we have removed the late fees totaling $402.00 that were assessed as a result
  of the original payment application. The late fees were assessed in accordance
  with the loan’s contractual agreement. Please understand, paying less
  than the amount due each month may result in a past due balance on your monthly
  statement, late fees and may also negatively impact your credit reporting.
  However, in this case, no derogatory credit reporting occurred as a result of
  the application of the payments initially.
  
  As of the date of this letter, the
  loan is next due for the February 1, 2023 monthly payment of $ 3,237.87.
  Enclosed for your review is a copy of the loan’s payment history confirming all
  payments have been properly applied as of January 23, 2023.  
  
  Although Newrez apologizes for any
  inconvenience this matter has caused, we have been unable to determine that an
  error occurred after investigating your dispute. You have the right to request
  documentation supporting our determination.

• Initial Complaint

  Date:01/11/2023

  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.

  In the first month of having new rez I was on unpaid maternity leave. I accidently made an error with one payment and it bounced. I was charged a fee which is fine. but then there was another fee charged for a un returned payment and then another charge that they don’t even have labeled. simply says other fee. there’s now 66.00 in fees that I shouldn’t have. the first 20.00 I take responsibility for, my payment bounced but they took that one mistake in 2 years from having my mortgage and ran with it to just charge whatever they want. never had a problem then came to them and they rob every dollar you have in fees. I can’t wait to refinance away from these scammers.

  

  Business Response

  Date: 02/02/2023

  January 19, 2023
  
  ***** ** ****
  ****** ** ****
  ** ******** ******
  ********* ** *****
  
  Via Email: **********************
  
  
  RE: Complaint ID #: ********
  Original Creditor: ******* ******** ************ * ***********
  Original Loan Number: xxxxxx****
  Current Owner: Newrez LLC d/b/a Shellpoint Mortgage Servicing
  Date of Last Payment: January 6, 2023
  Reference #: **********
  Account #: xxxx****
  Property: ** ******** ******
  ********* ** *****
  
  
  Dear ***** ** **** and ****** ** ****:
  
  This letter is in response to the Better Business Bureau complaint received on January 11, 2023 and correspondence received in our
  office on December 28, 2022, regarding the subject property. Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the
  owner of the account number ending in ****. Newrez LLC (“Newrez”) began servicing the loan on the behalf of the owner
  referenced above on or about 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 made an error with one payment which was returned, and a fee was assessed to the loan and you have
  accepted the fee. However, Newrez is stating your payment of $750.00 returned and assessed a fee, but this is inaccurate as the fee
  did not return. Now the loan has fees of $66.00 that you believe is inaccurate. Therefore, you are requesting for the fees to be
  removed.
  
  On November 7, 2022, Newrez received and posted an online payment of $1,421.66 to the November 1, 2022 installment. On
  November 9, 2022, we received an online payment of $725.00 which posted to the Principal Balance. However, on November 14,
  2022, Newrez was notified the payment of $1,421.66 was rejected by your banking institution due to Insufficient Funds. Therefore,
  all payments from November 7, 2022 and November 9, 2022 were reversed and the November 1, 2022 installment was removed.
  Due to the return of the payment posted on November 7, 2022, we needed to reverse both the payments made on November 7, 2022
  and November 9, 2022, as such, two Non-Sufficient Funds (“NSF”) fees were assessed in error. After reversing the payment that was
  returned, we posted the payment of $725.00 to principal only on November 14, 2022 with an effective date of November 9, 2022.
  
  Later on November 14, 2022, Newrez was advised the payment of $725.00 was applied to the account incorrectly as it should have
  been placed in the unapplied account to wait for the remaining funds for the installment. On November 22, 2022, we reversed the
  principal payment of $725.00 and applied the funds towards your unapplied account. On November 28, 2022, Newrez received and
  accepted a phone payment of $650.00 which posted to the unapplied account. The unapplied account balance was $1,375.00. Later
  on, $1,375.00 was removed from the unapplied account, a short payment posting was advanced for $46.66 to post a payment of
  
  
  AM01192023F
  
  $1,421.66 to the November 1, 2022 installment. The monthly installment payment amount due at that time was $1,421.66, therefore,
  to full post the payment, Newrez advanced $46.66.
  
  On December 9, 2022, Newrez received and posted an online payment of $1,566.13 to the December 1, 2022 installment. On January
  6, 2023, Newrez received and posted an online payment of $1,558.65 to the January 1, 2023 installment.
  
  During a phone conversation on January 9, 2023, our records indicate you contacted our Customer Service department to discuss the
  fees that were assessed to the loan. As we determined one NSF fee of $20.00 was assessed incorrectly, the NSF fee was waived.
  Therefore, the loan still reflected a fee balance of $66.66 ($20.00 NSF fee and $46.66 Short Payment Posting fee). We also accepted a
  phone payment of $66.66 of which $20.00 posted to the NSF and $46.66 to the Short Payment Posting fee.
  
  As we have removed the NSF assessed in error and the remaining $66.66 in fees are valid, there is no additional refund due on the
  loan as of the date of this correspondence.
  
  As of the date of this communication, the loan is current with next installment of $1,558.65 due on February 1, 2023.
  
  Please accept our sincere apologies for any inconvenience this caused regarding the duplicate NSF fee. Shellpoint takes its customer
  service obligations very seriously and your concerns have been brought to the attention of the appropriate people within our
  organization.
  
  Should you have further questions, you may reach us through our Contact Us page by accessing our website, ************** and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. You may also contact me directly at ************.
  
  Sincerely,
  
  Kayla E******
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:01/11/2023

  Type:Sales and Advertising 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 listed our house for sale in August 2022. Our real estate agent suggested we ask our mortgage company (NewRez) if our loan was assumable. We called the company and spoke directly to an employee who looked up our account and told us that our loan was assumable. Our agent advertised the low rate assumability of our loan. As a direct result we received an offer on our house contingent on the loan assumption. We called again to get the paperwork sent to us. Another employee confirmed our loan was assumable and told us paperwork would be sent by mail. He also said we could call back and have it sent by email. After a few days, we hadn’t heard anything. We called back and asked if the paperwork could be emailed. This third employee then states that our loan was not assumable after all. Our real estate agent got on a conference call with us and NewRez, and we went up the ladder of management demanding an explanation. We were told by two different employees on two separate occasion that our loan was assumable and now it all the sudden wasn’t. We were told that no one could help us and they weren’t at liberty to talk about it. They said we had to submit a request in our loan portal.
  
  Our potential buyer was going to walk, so we had to offer a buy down for their interest rate. We lost an huge portion of our profit on the house because of it. And our real estate agent could have been held liable for false advertising.
  
  When we submitted a request to review the error on their part and reimburse the money we had to spend for the buy-down, the company simply sent an e-mail days later saying they respectfully declined our request and that they would investigate. There was no promise to keep us informed, no sincere apology or accountability for their massive error.

  

  Business Response

  Date: 01/20/2023

  Please note in
  reviewing your complaint, Newrez records show as of the date of this
  communication, the balance owed is $0.00. The last payment was received on December
  1, 2022 in the amount of $222,393.26, paying this loan in full.
  
  Upon review of the complaint, we
  have reviewed the account history and determined that we had already received a
  similar complaint on November 19, 2022 and we responded to the complaint on December
  12, 2022. Since your additional correspondence did not provide any new or
  additional information for us to form the basis for a new investigation, our
  response remains the same. Therefore, we will not be conducting another
  investigation.
  
  As advised in our prior response,
  after review of your loan documents and per the Closing Disclosure, this loan
  is not an assumable loan. Therefore, Newrez was unable to continue with an
  assumption review. Enclosed for your reference is a copy of our prior response,
  along with the loans closing disclosures showing this loan is not eligible to
  be assumed. Please note, if your loan were eligible for an assumption, the
  person who assumes the loan would need to be approved for the assumption and an
  assumption would not be a guaranteed approval.
  
  Newrez is
  committed to working with each of our customers to provide the highest level of
  service possible. Although, we regret your experience did not meet the level of
  service we are committed to and apologize for any miscommunication, we have
  been unable to determine that a servicing error occurred after investigating
  your dispute and have denied your request for compensation.

• Initial Complaint

  Date:01/11/2023

  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 contacted Newrez several times over the last few months concerning my ****** payments. I was approved for the ********* *** ********* due to being a 100% disabled veteran. I have provided their Tax department with all of the paper work and evidence they requested of me. My monthly ****** payment has not been updated to reflect the tax exemption and every time I call to ask them what is going on they give me the go around and tell me to call back at a later date. Today when I called back they said they approved the tax exemption in their system but refused to update my monthly ****** payment to reflect the lowered tax amount that I owe. I don't know what to do to get a resolution out of this. Every one I talk to there seems unable to help.

  

  Business Response

  Date: 01/31/2023

  January 19, 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 11, 2023, regarding the subject property.
  Newrez LLC d/b/a Shellpoint Mortgage Servicing is currently the owner of the account number ending in ****. Newrez LLC
  (“Newrez”) began servicing the loan on the behalf of the owner 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 have contacted Newrez on multiple occasions concerning your escrow payment amount without resolution.
  You were approved for a homestead tax exemption and have provided Newrez with documentation demonstrating your exemption,
  yet Newrez has failed to update your tax line. When you have contacted us by phone, we have requested you call back at a later date.
  On the date of your complaint, you contacted us by phone and were told we approved your tax exemption in our system, but your
  monthly payment amount will not be updated. You want Newrez to process a billing adjustment.
  
  In reviewing your complaint, we determined we received similar correspondence in our office on November 21, 2022; Newrez
  responded to this communication on December 13, 2022. We feel the previous response addresses the same concerns expressed in
  your complaint; however, to provide further clarification we are providing the following information.
  
  You provided the enclosed image of your Campbell County property tax bill for the 2022 tax year with your November 21, 2022
  correspondence. According to this tax bill, the subject property had an assessed tax value of $150,000.00. An exemption applied to
  the assessed tax value reduced it by $40,500.00, for a taxable amount of $109,500.00. The bill also showed a payment of $1,411.36
  was due by November 30, 2022. Accordingly, we disbursed a payment of $1,411.36 from escrow to Campbell County on November
  14, 2022. As of the date of this correspondence, the Campbell County website shows our payment was applied to your parcel and the
  2022 tax bill is paid.
  
  In response to your concerns, our Tax department reviewed your loan on November 23, 2022. This review concluded the tax
  maintenance of your loan was correct and no corrective action was required. In response to your continued concerns, our Tax
  department performed a second review of your loan on December 8, 2022, again concluding the tax line was correctly maintained and
  no action was required.
  
  
  
  AM01192023I
  
  To date, our records do not reflect we have received any documentation from you indicating you are fully exempt from paying 2022
  property taxes, nor that the amount billed to you by Campbell County was not owed. For questions regarding your tax exemption, we
  respectfully request that you follow up directly with Campbell County.
  
  If, after review of the information and documentation herein, you believe there are errors in our tax maintenance of your loan, please
  provide specific details regarding those errors and any supporting documentation you have, and Newrez will gladly assist further.
  You may submit documentation through your online account at www.newrez.com. Alternatively, you may mail or fax documentation
  to:
  
  Newrez LLC
  **** *** *****
  *********** ** **********
  **** ************
  
  Our records indicate the last escrow analysis performed on your loan is the enclosed prior servicer analysis dated February 24, 2022.
  This analysis estimated a property tax payment of $1,018.37 in November 2022, based on the previous tax disbursement of $1,018.37
  on November 11, 2021. Please note, the tax payment information in our system is an anticipated amount based on amounts paid from
  the prior year. Newrez is notified through a report called a Tax Assessment Roll (“TAR”) of the total amount of taxes due for each
  installment. Upon receipt of the TAR for upcoming installments, the tax amount is updated in our system and paid for the correct
  amount due.
  
  An escrow analysis is conducted on an annual basis. Our research reflects the last escrow analysis was completed by the prior servicer
  in February 2022; therefore, the next analysis will be conducted in February 2023. Shellpoint conducts escrow analyses on a state by
  state schedule. In order to align with our state by state schedule for the state of Kentucky, a new escrow analysis will be conducted in
  July 2023 and every July thereafter.
  
  Newrez is committed to working with each of our customers to provide the highest level of service possible. We regret your
  experience did not meet the level of service we are committed to.
  
  As of the date of this correspondence, the loan is current with the next installment of $994.41 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, www.newrez.com, and
  logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET for any questions regarding this response.
  
  
  Sincerely,
  
  Casia B*****
  Compliance Department
  Newrez LLC

• Initial Complaint

  Date:01/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dad and I are on a mortgage through Shellpoint that we have largely responsibly paid for over 4 years. However, my Dad's small business took a hit in early 2022 due to COVID and underwent heart surgery in August 2022 that caused us to be temporarily behind for about 2 months as well as being late on property taxes, so I helped my dad make up 1 payment and worked out a repayment plan for the other missed payment while my Dad was in the hospital. We paid our normal monthly payment plus repayment plan for total of approx $7500 in September. By end of Sept, Dad was steadily recovering and his business was recovering too. In October, he made a payment of $100K plus 2 payments of about $11,300 and $8.3K to pay off our mortgage balance in addition to the escrow balance relating to property taxes. Dad even sent a payment of $19K in Dec 6. The Shellpoint Mortgage statement dated Oct 6 showed our amount due as being $0 but we later found out that all the payments made from Sept onward were reversed without explanation. I spoke with the Shellpoint reps multiple times in Dec and they acknowledged it was their fault and they would correct their errors of the payment reversals. I sent them bank statements from Sept that proved the Sept payment of ~$7.5K was never returned. I believed the reps were working in good faith but when I called again, the payments still showed as being “reversed”. The reps kept giving me contradictory, confusing excuses like the "acct number couldn't be located" or “customer advised not authorized” which I thought were ridiculous because if that were the case, the payments would be instantly rejected on the same day. It wouldn’t take 3-5 days to “reverse” the funds. I also discovered a Deed of Trust involving Shellpoint that was suspiciously signed on Dec 9, same day Dad’s Dec 6 payment of $19K was “reversed” and we were never notified of it. I fear Shellpoint is taking advantage of Dad's health condition and swindling us. This must stop now.

  

  Business Response

  Date: 01/20/2023

  The received complaint requests that Shellpoint review
  erroneously reversed and misapplied payments, as well as negative credit and
  late fees as a result of incorrect and/or misapplied payments. Our summary and
  review are below. In reviewing your complaint, we determined we received
  similar correspondence in our office on December 6, 2022, and December 12, 2022,
  and that we responded to these communications on December 29, 2022, and January
  5, 2023. We feel the previous response addresses the same concerns expressed in
  your complaint; however, to provide further clarification we are providing the
  following information. Our records indicate that on August 30, 2022, you spoke
  with a Shellpoint representative and advised you had a reduction in income.
  During the call, the representative provided you with the different loss
  mitigation options available for the loan and you opted for a repayment plan.
  Per the enclosed Payment Plan Agreement, monthly payments in the amount of
  $7,570.52 were due by September 9, 2022, October 9, 2022, and November 9, 2022.
  On August 30, 2022, payments in the amount of $3,785.26 were scheduled to draft
  from two different bank accounts on September 16, 2022. Once the payments
  drafted as scheduled, the funds were credited to the August 1, 2022,
  installment at $5,677.89 and the remaining funds in the amount of $1,892.63
  were placed in unapplied funds (“UAF”). In September, Shellpoint paid the
  delinquent 2021 taxes for the property, in the amount of $44,683.96, establishing
  an escrow account for your loan and a negative escrow balance. On October 5,
  2022, we received an online payment in the amount of $11,355.78 and the funds
  were credited to the September 1, 2022, and October 1, 2022, installments at
  $5,677.89 for each installment. On this same day, ******** *** submitted a
  phone payment with a representative in the amount of $100,000.00. The funds
  were combined with the $1,892.63 from UAF and credited to the account as
  follows: $8,351.15 to the November 1, 2022, installment $3,122.79 to Late Fees          $75.00 to Non-Sufficient Funds (“NSF”)
  fees $15.00 to Property Inspections $90,328.69 to Principal $101,892.63
  Total Please note, the funds should have been applied to the negative escrow
  balance before being applied to principal. However, on October 11, 2022, the
  payment in the amount of $11,355.78, submitted on October 5, 2022, was returned
  because the bank reported the transaction as unauthorized by you, and the
  payment in the amount of $100,000.00 was returned because the bank reported
  there was not an open account for the payment. Both payment transactions were
  reversed, and the loan was left past due for the September 1, 2022, installment
  with a $1,892.63 balance in UAF. On this same day, a payment in the amount of
  $8,351.15 was submitted via our Interactive Voice Response (“IVR”) system and
  the funds were credited to the September 1, 2022 installment at $5,677.89 and
  the remaining funds of $2,673.26 were placed in UAF, bringing the balance in
  UAF to $4,565.89. On October 14, 2022, the payment in the amount of $8,351.15,
  submitted on October 11, 2022, was returned because the bank reported there was
  not an open account for the payment. The transaction was reversed, leaving the
  loan past due for the September 1, 2022 installment and a balance of $1,892.63
  in UAF. Our representatives attempted to make contact with ******* or Debasish
  *** on multiple occasions but were unsuccessful. Due to the returned payments
  and the remaining payments of the Payment Plan Agreement not being received, on
  December 5, 2022, the repayment plan agreement was cancelled. On December 5,
  2022, ******** *** informed a representative the payment in the amount of
  $100,000.00 was never returned to the bank account. Mr. *** was informed that to
  investigate the missing funds, we needed a bank statement showing the
  transaction was not credited to the bank account and provided the contact
  information to remit the supporting documentation. On December 6, 2022, a
  payment in the amount of $19,000.00 was submitted as a phone payment with a
  representative. The funds were combined with the UAF balance and credited to
  the September 1, 2022 and October 1, 2022 installments at $5,677.89 each, and the
  November 1, 2022 installment of $8,351.15. A total of $1,185.70 remained in
  UAF. On December 9, 2022, the payment was returned because the bank reported
  there was not an open account for the payment. The payment transactions were
  reversed, the loan was left past due for the September 1, 2022 installment with
  a balance of $1,892.63 in UAF. Several calls were completed in December 2022,
  and each time it was advised the total amount due, the return reason for each
  payment submitted, and that in order to investigate the returned $100,000.00
  payment, we would need a copy of the bank statement the payment was made from. In
  review of the loan, it appears all returned payments were the result of
  attempted drafts from closed accounts. We have received copies of the
  statements for the Comerica bank account ending in 9488 and Chase bank account
  ending in 1863 showing the payments in the amount of $3,785.26, scheduled for
  September 16, 2022, cleared the bank accounts. We can confirm these two
  payments posted to the loan on September 16, 2022 and have not been reversed. However,
  our research determined we do not have any records of Shellpoint receiving
  proof of payment for the $100,000.00 payment submitted on October 5, 2022. In
  addition, we do not have any supporting documentation of the payment of
  $11,355.78 on October 5, 2022, the payment of $8,351.15 on October 11, 2022, or
  the payment of $19,000.00 on December 6, 2022, clearing the bank account. As
  previously explained, in order to research the returned $100,000.00 payment, or
  any of the other payments returned, we require an unedited rolling bank
  statement showing the payments in question cleared the bank accounts. Once
  proof of payment is received, we will be glad to research further. You may
  forward any additional documentation you receive from your banking institution
  regarding this matter to the following fax number, mailing address or via your
  online account per the instructions below along with a written explanation of
  the error: Shellpoint Mortgage Servicing **** *** ***** *********** ** ***** **** ************ The information reported to the CRAs has been deemed to be true
  and correct according to account records. The information submitted to the CRAs
  was sent in compliance with the Fair Credit Reporting Act. Shellpoint is
  obligated to furnish the CRAs with accurate information and will not remove the
  delinquencies. The late fees in the amount of $3,122.79 are considered valid
  and will not be waived. Shellpoint is committed to assisting homeowners
  experiencing financial difficulties with a variety of loss mitigation options
  to avoid foreclosure and allow homeowners to retain homeownership. These
  may include loan modification, short sale, settlement, or deed-in-lieu of
  foreclosure.  If you wish to discuss these options, please
  contact your Single Point of Contact, ******* ******* at ************,
  extension **** or via email at ***************************.
  In reference to your assignment inquiry, an assignment of mortgage (“AOM”) is
  typically created when a mortgage is sold from one bank to another (a document
  showing that the loan has been transferred) and is recorded in the county land
  records. The assignment transfers all the interest the original lender had
  under the mortgage to the new bank. Loans can also be assigned via ****
  (******** ********** ************ ******), which is a company created to register
  and track assignments of mortgages and servicing rights. Due to ****
  guidelines, delinquent loans must convert to a standard AOM vs. remain on the
  **** system. To be compliant, Shellpoint created an AOM on December 9, 2022,
  which was recorded on December 21, 2022, with Santa Clara County. Please note,
  the Corporation Assignment of Deed of Trust does not change the terms of the
  loan. Enclosed is a copy of the recorded Corporation Assignment of Deed of
  Trust. Shellpoint maintains that we are servicing the loan in accordance with
  the original agreement and all applicable laws and regulations. As of the date
  of this correspondence, the loan is past due for the September 1, 2022 to
  January 1, 2023 installments. Although Shellpoint
  apologizes for any inconvenience, we have been unable to determine that an
  error occurred after investigating your dispute. You have the right to request
  documentation supporting our determination. Should you have further questions, you may
  reach us through our Contact Us page by accessing our website, *********************
  and logging into your account. Go to the Help icon at the top right and click
  on Contact Us from the drop down. You can submit your email from there and
  upload any supporting documents. Alternatively, you may contact me directly at ********************************* or by phone at ***** *********

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Newrez LLC is a Horrible deceitful company full of liars. They still owe me over $3,000 for surplus in my escrow account. We are now going on 5 weeks and still haven't received it. every time I call I catch them in one of their lies...Ohh the previous person never sent check in the mail....ohh the we stopped the check in mail and sent wire transfer it should only take few days, now 2 weeks later calling again. I have no idea why they are withholding money they owe me or why they continue to lie. Every time I get off the phone with one of their agents at Newrez LLC they just spat out lies and I am furious. I want the $3,000 they have owed me for over a month now and I want this company shut down

  

  Business Response

  Date: 01/12/2023

  Your complaint states Newrez owes you about $3,000.00
  from your escrow account. It has been over five weeks, and you have yet to
  receive the escrow overage. E*** time you call, you are provided with different
  reasons for why the funds have not been sent to you. You are requesting for Newrez
  to send you your refund.
  
  The escrow analysis completed on November 30, 2022, calculated
  an escrow surplus of $3,051.39 that was mailed to the address file on November
  29, 2022.
  
  On December 14, 2022, you contacted Newrez as you had not
  received the escrow refund check and requested to have the check voided and the
  funds refunded to you via ********* ******** ******* (“***”).
  
  On December 20, 2022, you called requesting the status of
  your refund, and you were advised to allows up to five business days for the
  refund to appear in your bank account. 
  
  On December 27, 2022, you were informed that although a
  request was submitted to have the funds sent via ***, the representative had
  missed a step, so the check had not been voided, and the funds had not seen
  sent via ***.
  
  We can confirm that on January 4, 2023, the escrow
  surplus check mailed on November 30, 2022, was voided, and the funds were sent
  to you via *** on this same day.
  
  On January 11, 2023, I attempted to contact you at
  ************ to confirm you had received the escrow refund disbursed on January
  4, 2022, but I was unable to get in contact with you. If you have not received
  the funds, please contact me back at ************ so that we can investigate
  further.
  
  We sincerely apologize for the extended amount of time it
  took to disburse the funds to you.
  
  As of the date of this correspondece, the loan is next
  due for the February 1, 2023, installment of $2,591.64.
  
  Please accept our sincere
  apologies for any inconvenience this may have caused. Please know that NewRez takes its customer service obligations very seriously, and
  your concerns have been brought to the attention of the appropriate people
  within our organization.
  
  Should you have
  further questions, you may re*** us through our Contact Us page by accessing our
  website newrez.com and logging into your account. Go to the Help icon at the
  top right and click on Contact Us from the drop down. You can submit your email
  from there and upload any supporting documents. Alternatively, you may contact
  me directly at ********************************* or by phone at (**** ********.

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is that I paid off my mortgage to my doublewide mobile home to Shellpoint Mortgaging on September 11,2022. They sent a certified copy of payoff of loan and deed on November 8, 2022. My problem is the certified copy never reached me and I can’t get any information on the phone from department to department on how to get my certified copy sent back to me. There are no direct numbers to anyone’s office even though you are provided with an extension number. I paid for this house for 24 years diligently without missing any payments. I paid this loan off and I am tired of getting the run around about my title . The office also claimed they could not track the letter with the title , yet I was able to track it on the website to Phoenix ,Arizona . I want this office to be held accountable, because if I missed a payment, they would be all over me for account not paid . Shell point number is 1-800-********. Either I can’t anyone on phone or I’m transferred and given extensions and names that you can’t get back through phone contact. All I want to solve this is my certified copy of deed that this loan is paid in full . Thank you

  Customer Answer

  Date: 01/11/2023

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

  

  Business Response

  Date: 01/12/2023

  January 10, 2023
  
  ******** ** *****
  *** ******* Place, Apt *.
  *********, NC 27534
  
  Via email: r*********@gmail.com
  
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: xxxxx****
  Property: **** ********* Bridge
  ******, NC 28333
  
  
  Dear ******** ** *****:
  
  This letter is in response to the Better Business Bureau complaint received on January 5, 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”) serviced the loan on the behalf of the owner beginning on or about March 16, 2020, until the loan was paid
  in full on October 11, 2022.
  
  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 paid your loan in full on September 11, 2022. Shellpoint sent the paid in full loan documents to you on
  November 8, 2022; however, this mailing never reached you. You contacted Shellpoint by phone regarding this matter on multiple
  occasions and have received conflicting information. There are no direct numbers to anyone’s office, and you have been unable to
  reach individuals by phone, even when they have provided their extension. You made timely payments for 24 years, without missed
  payments. You want Shellpoint to re-send your paid in full loan documents.
  
  After your loan was paid in full on October 11, 2022, the original title was sent to the mailing address shown above on November 7,
  2022 via a United States Postal Service (“USPS”) shipment with tracking number **********************. Per the USPS website,
  the shipment went out for delivery on November 14, 2022 at 8:49 a.m. Later that day, there was a status update of “no access to
  delivery location” at 1:14 p.m. The next tracking update was on December 14, 2022, when a status update of “unclaimed/being
  returned to sender” was entered. The package was delivered to us on January 9, 2023.
  
  Per our conversation on January 9, 2023, the mailing address shown above is accurate. As we are unable to determine why the USPS
  was unable to deliver the original shipment, nor what caused the delay in its return to us, we re-sent it via FedEx 2Day service. The
  tracking number for this shipment is ************. Per the FedEx website, FedEx received the package from us at 5:53 p.m. on
  January 9, 2023, and delivery is currently estimated by 8:00 a.m. on January 11, 2023.
  
  Regarding your communication concerns, please know Shellpoint is committed to working with each of our customers to provide the
  highest level of service possible. We regret your experience did not meet the level of service we are committed to. You may reach our
  Customer Service department at 800-********. Their hours of operation are Monday through Friday from 8:00 a.m. to 10:00 p.m.
  ET, and Saturday from 8:00 a.m. to 3:00 p.m. ET.
  
  
  As stated above, the loan was paid in full on October 11, 2022.
  
  Please accept our sincere apologies for the delay in receiving your payoff documents. 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 864-******** 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
  
  Enclosures: Paid In Full Loan Documents, Loan History Statement
  

• Initial Complaint

  Date:01/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shellpoint Mortgage Servicing purchased loans from ****** ******** when they filed bankruptcy in 2019 & became the lien holder/mortgage company for the mobile home I purchased in 1997. Shellpoint decided to add miscellaneous charges to my account, & immediately upon receiving their first statement with said charges, I mailed them a request for explanation via certified return-receipt mail. No one replied, I already called them & requested explanation, which not one employee could explain, plus I was treated horribly. Employees are condescending, rude, & nasty.. Finally, I talked to a decent supervisor who agreed with me that because not 1 employee could explain what the charges were for that I should not be responsible. First, they said charges stemmed from bankruptcy I filed years ago. I have NEVER filed bankruptcy, & I demanded proof, which of course they did not have. They also added other charges that were not on my last Ditech statement for "Deferments". I admitted owing deferment of $1,200 & paid it. At this point, mortgage was paid off, but Shellpoint said offer a settlement statement, & though I didn't agree with paying another dime, I offered appx 1/3 demanded. They refused my offer. I could've fought & dragged it out years, but I decided to be done with their manipulations, calculating & undermining ways of earning money. I paid them remainder of fraudulent charges of appx $2,600, explained MUST have title ASAP, please send right away. Of course, I was told it can take up to 30 days. That was 30+ days ago. No one will reply to my inquires -which have to be submitted via email as their customers aren't allowed to call loan specialists. I paid that loan for 25 years, late 1 time when another company owned it, yet Shellpoint lied, stole from me, but now cannot even send me my title! How this fraudulent company stays in business is beyond me. PLEASE HELP ME-MAKE THEM SEND MY TITLE! I'm not the ONLY ONE SCAMMED BY THEM READING ALL THE NEGATIVE REVIEWS!

  

  Business Response

  Date: 02/14/2023

  January 13, 2023
  
  ***** ****
  ***** ***** ***
  ***** ***** * ***
  ***** ** ** *****
  
  Via email: ********************
  
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: xxxxx****
  Property: *** ************ ***
  ************ ** *****
  
  
  Dear ***** **** and ***** ***** ***:
  
  This letter is in response to the Better Business Bureau complaint received on January 4, 2023, regarding the subject property.
  Newrez LLC d/b/a Shellpoint Mortgage Servicing was the owner of the account number ending in ****. Shellpoint Mortgage
  Servicing (“Shellpoint”) serviced the loan on the behalf of the owner beginning on or about February 21, 2020, until the loan was
  paid in full on November 30, 2022.
  
  Please know that Shellpoint takes its customer service and consumer protection obligations very seriously and has significant staff
  dedicated to its compliance related functions in order to identify, resolve, and permanently correct operational deficiencies and
  improve upon consumer concerns.
  
  Your complaint states Shellpoint acquired your loan from ****** ********* *** ********** and chose to add miscellaneous charges
  to your loan. Upon receipt of the first mortgage statement reflecting these charges, you requested explanation of these charges in
  writing and received no response. When contacting us by phone, the agents you spoke with were discourteous, could not explain the
  charges, and provided conflicting information concerning the origin of the charges. You state you owed a deferred balance of
  $1,200.00, which you paid; however, Shellpoint added additional deferred charges not reflected on your final mortgage statement
  from ******. As you disagreed with the amounts due, you offered a settlement to Shellpoint, which we declined. You paid the loan in
  full and explained you needed your title immediately and Shellpoint told you it could take up to 30 days to receive the appropriate
  paid in full documents; however, more than 30 days have passed. Additionally, the names on the title are incorrect. You want
  Shellpoint to send you the title to your property.
  
  Regarding the loan charges referenced in your complaint, Shellpoint has determined your dispute does not provide any specific details
  or events regarding servicing errors or any other specific information on which we can form the basis for further investigation.
  However, in keeping with our goal to achieve the highest level of customer satisfaction, please review the following information. We
  hope this addresses the concerns expressed in your correspondence.
  
  Enclosed is a payoff statement dated November 23, 2022, with a projected payoff date of November 30, 2022 and total payoff figure
  of $2,543.27. Per the statement, this amount was comprised of the unpaid principal balance (“UPB”) of $53.66, interest of $0.44, fees
  of $249.32, a release fee of $10.00, funds owed by borrower of $8.40, and a deferred principal balance of $2,221.45. Page three of the
  payoff statement provided additional fee detail, indicating the $249.32 was a prior servicer cost balance, and the $8.40 corresponded
  to escrow amounts owed.
  
  
  
  KP01132023B
  As stated above, Shellpoint began servicing your loan on or about February 21, 2020. Our records indicate the first mortgage
  statement we issued was the statement for the installment due April 25, 2020, enclosed. Per this statement, there was an overdue
  payment balance of $249.32 and a deferred balance of $2,221.45 that transferred to Shellpoint from the prior servicer.
  
  Regarding the $2,221.45 deferred principal balance, our records indicate multiple payment deferments were processed by your prior
  servicer. To clarify, we have listed the deferments below for reference.
  
  
  Date Months Deferred Amount
  August 30, 2002 July and August 2002 $613.11
  (The original deferred amount was $632.78. A payment of $19.67 was applied to deferment on March, 28, 2006,
  leaving the balance of $613.11.)
  November 30, 2005 October 2005 $221.54
  December 18, 2015 October 2015, November 2015, and December 2015 $645.26
  February 11, 2019 November 2018, December 2018, January 2019, and February 2019 $741.54
  
  
  Enclosed for your review are prior servicer notices dated December 21, 2015 and February 11, 2019, stating ****** brought your loan
  current by deferring all past due principal and interest, to be paid when the loan was paid in full.
  
  Regarding the $249.32 fee balance, our records indicate a deferral was performed by the prior servicer, but when the loan transferred
  the deferrals remained listed as a corporate advance fee on the loan. We have listed the deferments below for reference.
  
  
  Date Months Deferred Amount
  June 26, 2001 May 2001 $24.62
  December 28, 2001 November 2001 and December 2001 $573.16
  December 31, 2004 Payment Applied to Corporate Advance ($7.97)
  January 31, 2005 Payment Applied to Corporate Advance ($70.23)
  October 7, 2005 Payment Applied to Corporate Advance ($8.70)
  April 24, 2019 Payment Applied to Corporate Advance ($211.56)
  July 1, 2019 Payment Applied to Corporate Advance ($25.00)
  July 30, 2019 Payment Applied to Corporate Advance ($25.00)
  
  
  The fees and deferred balance amount paid on November 30, 2022 are accurate and will not be removed. We have enclosed the prior
  service payment history and Shellpoint’s Loan History Statement for your review.
  
  If, after review of the information and documentation herein, you believe there are errors in the loan balances transferred to
  Shellpoint, please provide specific details regarding those errors and any supporting documentation you have, and Shellpoint will
  gladly assist further. Additional information should be forwarded to:
  
  Shellpoint Mortgage Servicing
  Attn: Disputes department
  ** *** *****
  *********** ** **********
  
  Regarding the paid in full loan documents, on January 5, 2023, our Document Curative department confirmed we are still waiting for
  the collateral file, which contains original loan documents, from the document custodian. While waiting for the file, we completed the
  lien release and shipped it to you on December 29, 2022 via **** Certified Mail, with tracking number **********************.
  According to the **** website, the package went out for delivery on January 12, 2023 and a notice was left at your residence as no
  authorized recipient was available to sign for it. As of January 13, 2023 at 11:50 a.m., the **** website reflected the package was
  available for pickup. Please follow up directly with the ****, referencing tracking number **********************. Enclosed is a
  copy of the mailing.
  
  Please note the enclosed copy of the title dated January 9, 1998 is in the names of ***** ** **** and ***** ** **** ***. For any
  additional questions regarding the paid in full documents, please contact ******************************.
  
  Regarding your communication concerns, Shellpoint is committed to working with each of our customers to provide the highest level
  of service possible. We regret your experience did not meet the level of service we are committed to.
  
  As stated above, the loan was paid in full on November 30, 2022.
  
  
  KP01132023B
  
  Although Shellpoint apologizes for any inconvenience, we have been unable to determine that an error occurred after investigating
  your dispute. You have the right to request documentation supporting our determination.
  
  Should you have further questions, you may reach us through our Contact Us page by visiting our website, *********************,
  and logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at ************ Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET for any questions regarding this response.
  
  
  Sincerely,
  
  Casia B*****
  Compliance Department
  Shellpoint Mortgage Servicing
  
  Enclosures: Payoff Statement, Mortgage Statement, Deferment Notices, Prior Servicer Payment History, Loan History Statement,
  Lien Release
  

• Initial Complaint

  Date:01/03/2023

  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.

  Shellpoint mortgage sold our mortgage to chase , we have /had autopay set ,we paid them everytime but they filed a delinquent payment 30 days it hit my credit report and took 81 points and damaged my credit drastically , getting them to fix it or taking to a mgr has been unsuccessful and continue to get no answers

  

  Business Response

  Date: 01/12/2023

  Under federal law, Shellpoint must
  treat every consumer fairly and equally by reporting true and accurate
  information to the Consumer Reporting Agencies (“CRAs”). Shellpoint cannot
  extend a favor or courtesy. 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 that when your loan was transferred to Shellpoint on or about September 1,
  2022 the loan was due for the October 1, 2022 installment. On September 12,
  2022 a payment was made through our Interactive Voice Recognition (“IVR”)
  system in the amount of $2,212.93 and posted to the October 1, 2022
  installment. We do not have record of any additional payments being made during
  the month of November 2022 or December 2022.Enclosed for your reference is a
  copy of your Loan History Statement showing no additional payments were
  received during the time Shellpoint serviced your loan.   

  Customer Answer

  Date: 01/31/2023

  Hello BBB,  I just got a notification that I did not respond to the Better Business Bureau complaint that I filed this is the first notification/email that I received about it, up to this point nothing has been resolved I have proof verbally on a taped phone call I have documents from shell point and I have proof coming in the mail and verbal proof that Shellpointe never enacted the auto pay withdrawal for the amount that they say I’m delinquent for open to this point nothing is resolve my credit score is still a mess and they have told me that it’s going to be fixed during the next reporting , I am not satisfied with anything that they have to say until this is resolved and I am not closing this complaint. Thank you
  
  

  ***** ******* **