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:01/02/2023

  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.

  Shellpoint is the servicing company for my mortgage with NewRez. I began the process of filing for an assumption on 18 November 2022 (Loan number: **********). Since beginning this process it has been clear that no one at Shellpoint is serving my assumption request. I have made numerous calls to Shellpoint customer service to receive an update about the request and have been given contradictory information; I was told they misfiled the paperwork, then I was told that was not correct, I was told I had to resubmit and then I was told that was not correct, I was told that someone may reach out to me (they have not). Shellpoint has lost track of my paperwork and has attempted to restart the process, asking for the same paperwork repeatedly only to locate it after I informed them I has sent it in. Emailing the assumptions department (****************************** is the only point of contact I have been given after being told the department does not engage with customers. When I email them, they only send back one of two canned email responses that simply state I need to submit paperwork that I submitted over a month ago. I would prefer to work this out directly with Shellpoint, but their customer service says they have no way of contacting the assumptions department or inquiring about my request. I am a disabled Veteran that is simply trying to file a VA loan assumption and believe the this process could go on endlessly without some engagement by Shellpoint senior management. Should they fail to engage with me following this complaint, I will file a complaint with the CFPB (all of which I have informed their customer service department in hopes of having someone resolve this issue).

  

  Business Response

  Date: 01/11/2023

  After review of
  your complaint our records show the final documents needed to continue the
  assumption review were received in our office on January 4, 2023. After careful
  review of the emailed communication between you and our Assumptions department
  it was determined that the email sent to Newrez on December 4, 2022 with your
  supporting documents attached was not received by our assumption department,
  resulting in us being unable to continue with our review until you resent the
  email on January 4, 2023.
  
  Our Assumptions
  department has completed the initial review and has confirmed all of the
  initial documents needed have been received, and as of the date of this
  communication your request has been forwarded for final review to our Underwriting
  department. Please note this process can take thirty to forty-five days to
  complete.
  
  Although we
  apologize for any inconvenience, we appreciate your patience while we complete
  the requested assumption review. If you have any additional questions regarding
  the status or the progress of your review please feel free to reach out to ********************************* or our Assumptions department at ******************************

• Initial Complaint

  Date:01/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get my PMI cancelled with them and they keep giving me the run around and not adhering
  to NC Law which states that when the loan to property value reached the threshold of 22% home value the lending institution is to automatically cancel the PMI and I reached the 22% value in April of 2022. They also in the past have taken my principle only payments and split them and took out interest as well. I caught what they were doing and the did correct the issues and took over 3000.00 dollars off my principle on the loan. The original loan amount was $233100.00 and the balance as of April 8th, 2022 was $173306.85. The balance as of 12/29/2022 is $168370.38. My credit score is 831 so I don't know why they are ignoring what is actually a violation of NC Law

  

  Business Response

  Date: 01/10/2023

  According to
  loan records, Newrez previously received your request to remove the PMI
  requirement from your loan on December 29, 2022, and your request was responded
  to on December 31, 2022, which explains that an evaluation to remove the PMI
  could not be conducted, as the property associated with this loan is located in
  a FEMA declared disaster area, which occurred within the last 24 months. This
  information was provided via the email response sent on December 31, 2022.
  
  Please
  understand, because the property is located in a FEMA declared disaster zone,
  the investor of the loan requires that an evaluation of the property is
  completed. This means that in order to move forward with your request for the
  removal of the PMI, a Brokers Price Opinion (“BPO”) or an appraisal must be
  conducted. Although the loan-to-value (“LTV”) is 65.01%, the loan currently
  does not qualify for the removal of the PMI, due to the property being located
  in a FEMA declared disaster zone.
  
  A borrower may initiate cancellation of PMI coverage by
  submitting a written request to the servicer. For a borrower who has initiated
  cancellation, the Homeowner’s Protection Act (“HPA”) provides that if the
  borrower meets certain requirements, then PMI shall be cancelled on the date
  when the principal balance reaches 80% of the original value. The other
  requirements for “borrower-initiated” cancellation are:
  
  The borrower
  must have a good payment history.
  The borrower
  must be current on the loan.
  The borrower
  must satisfy any requirement of the holder of the mortgage for
  certification showing the borrower’s equity in the property is not subject
  to a subordinate lien.
  Finally, the
  borrower must satisfy any requirement of the holder of the mortgage for evidence
  showing the value of the property has not declined below the original value.
  
  If your loan does not qualify for cancellation per the HPA,
  you may still choose to be evaluated for PMI cancellation based upon the
  requirements set forth by the investor of your loan. This option may require an
  LTV of 60–75%.
  
  Please note, cancellation under HPA requires a new
  appraisal to determine the value of the home has not fallen below the original
  value while cancellation under investor guidelines requires an appraisal to
  determine the property’s current value. The appraisal will cost at least
  $500.00 and will be ordered at your expense.
  
  Accordingly, Newrez has mailed you a PMI Cancellation
  Authorization Form. If you would like to proceed with an evaluation for PMI
  cancellation under either the HPA or investor guidelines, please review, sign,
  and return the completed form to Newrez. The authorization form will give Newrez
  permission to proceed with an evaluation, including the required appraisal at
  your expense.
  
  Upon receipt of the signed authorization, a Newrez authorized
  vendor will contact you to schedule an appointment and collect payment for the
  appraisal.
  
  On further review, our records do not indicate a request
  for PMI removal was received during April 2022. We have determined an error did
  not occur in the servicing of the loan; therefore, we are unable to grant your
  request for a refund of the PMI premiums paid from April 2022 to December 2022.
  Newrez adheres to all state and federal laws and regulations concerning
  the servicing of loans.
  
  As of the date
  of this letter, the loan is next due for the February 1, 2023 monthly
  installment of $1,526.55.
  
  You have the right to request documentation supporting our
  determination that no error has occurred in the servicing of the loan.
  
  Should you have further
  questions, you may reach us through our Contact Us page by accessing our
  website, ************** and log 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.

• Initial Complaint

  Date:01/02/2023

  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.

  HAVE MADE EVERY MORTGAGE PYMT ON TIME FOR 13 YRS. I RECENTLY RECEIVED NOTICES OF FORECLOSURE FOR NON PYMT. I CAN'T TALK TO ANYONE AT THE COMPANY OR TO A SPERVISOR BECAUSE "THEY CAN'T DO ANYTHING" I HAVE ASKED THEM TO LOOK INTO IT, CALL MY BANK FOR PROOF OF PYMT , " WE AREN'T ALLOWED TO DO THAT" THEY ASKED IF I WOULD HOLD WHILE THEY CHECK INTO IT, I ASKED IF THEY COULD JUST CALL ME BACK WHEN THEY HAD THE INFO, I WAS AGAIN TOLD THEY COULDN'T DO THAT "THEY WERE NOT ALLOWED TO CALL ME BACK. WHEN MY PREVIOUS MTG CO SOLD MY LOAN TO CURRENT MTG CO, THEY ADDED 5K TO THE BALANCE OF MY LOAN, WHEN I COMPLAINED ABOUT IT, THEY TOLD ME THATS THE WAY THEY DO IT, STILL WAITING FOR REIMBURSEMENT FOR THE 5K. i CAN SEE YOU NEED COPIES OF DOCUMENTS, UNFORTUNATELY I AM LIVING IN BOXES, CURRENTLY ATTEMPTING TO MOVE AND WOULDN'T HAVE THE FOGGIEST IDEA WHERE TO BEGIN TO LOOK FOR THESE DOCUMENTS, MUCH LESS FIND MY SCANNER TO UPLOAD THEM. THE 5K IS THE ONLY REFUND I WANT AT THIS TIME, BUT COULD WAIT UNTIL AFTER I MOVE, COULD WE JUST PUT THIS COMPLAINT ON FILE WITH AN ID # AND I CAN FOLLOW UP ONCE I GET SETTLED?

  

  Business Response

  Date: 01/05/2023

  Your complaint states you recently received a notice of
  foreclosure although you have never missed a payment. You have requested Shellpoint
  to contact your bank for proof of payment; however, you were advised we were
  not able to do that. When Shellpoint acquired the loan, your principal balance
  increased by $5,000.00 and when you expressed your concerns, you were advised
  that it was common for a balance to increase. Shellpoint is requesting
  documents from you, but you are unable to locate them, as you are in the process
  of moving. You are requesting Shellpoint to refund you the $5,000.00 that was
  added to your principal balance and for your credit to be corrected.
  
  Account records indicate that when the loan was transferred
  to Shellpoint on September 1, 2020 the loan was next due for the October 1,
  2020 installment and your principal balance was $169,063.88.
  
  As of December 30, 2022, your unpaid principal balance is
  $157,546.45.  Please take note that we
  show no records of the principal balance increasing by $5,000.00 prior to loan
  being serviced by Shellpoint or after it was transferred.
  
  Per the enclosed payment history, on October 7, 2022 we
  received and posted a payment of $1,551.86 tothe October 1, 2022 installment;
  however, on October 14, 2022 the payment was retuned by your banking
  institution due to non-sufficient funds. Due to the return payments, the
  transaction was reversed and the loan became past due for the October 1, 2022
  installment.
  
  On November 4, 2022 we received a partial payment in the
  amount of $1,551.86 and the funds were credited to the October 1, 2022
  installment. On November 30, 2022 we received a payment in the amount of
  $1,551.86; however, the funds were placed in unapplied funds (“UAF”) as they
  were not enough to satisfy the November 1, 2022 installment at $1,615.95.
  
  On December 30, 2022 we received a second partial payment
  in the amount of $1,551.86. The funds were combined with the balance in UAF and
  a payment of $1,615.95 was posted to the November 1, 2022 installment. The
  remaining funds of $1,487.77 were placed in UAF.
  
  Per the escrow analysis completed September 9, 2022,
  there was a shortage in the amount of $530.27 that was spread to be collected over
  12 months and your installments increased from $1,581.02 to $1,615.95 effective
  with the November 1, 2022 installment.
  
  As payments due for your homeowner’s insurance premium
  and property taxes may fluctuate from time to time, the escrow payment amount
  may change with each annual escrow analysis completed for the loan. As a
  result, any adjustments due to increase or decrease with your escrowed items
  may affect your monthly escrow payment with each escrow analysis completed. If
  your escrow payment increases, your monthly payment will also increase. If the
  escrow payment decreases, your mortgage payment will decrease. Please keep in
  mind, Shellpoint does not determine the amount due for the escrowed items, such
  premiums are determined by your homeowner’s insurance carrier and the taxing
  authority in which the property is located. The escrow balance never stays the
  same due to the payments made into the escrow account and the disbursements
  coming out.
  
  The due date for this loan is the first day of each
  month. If a payment is not received in full by the first day of the month, the loan
  will be past due. If a payment is not received in full by the end of 15 days
  after the due date, a late fee may be assessed. The grace period refers solely
  to the date in which late fees may be assessed and has no bearing on when the loan
  is considered past due or when collection activity may begin. Due to the
  October 1, 2022 through December 1, 2022 installments not being satisfied
  within the grace period, late fees in the amount of $35.28 were assessed for
  each month.
  
  Additionally, due to the October 1, 2022 and November 1,
  2022 installments not being satisfied within the month due, the installments
  reported 30 days past due with the Consumer Reporting Agencies (“CRAs”). Once
  the December 2022 credit file is submitted to the CRAs, the installment will
  also report 30 days past due.
  
  After further review of the call, we show no record of
  our agents advising that a principal balance increase of $5,000.00 is common
  when a loan is service transferred. Furthermore, several calls were released by
  you when representatives attempted to advise when the loan became past due and
  why your installments increased effective with the November 1, 2022
  installment.
  
  The information submitted to the CRAs was sent in
  compliance with the Fair Credit Reporting Act. Newrez is obligated to furnish
  the CRAs with accurate information and will not remove the reported
  delinquencies.
  
  If the October 14, 2022 payment was returned by your banking
  institution in error, we require a letter from your bank stating that the
  payment was returned in error and an unedited 30-day bank statement for the
  time period of the payment in order to further investigate. You may submit the
  supporting documentation requested to our address or fax number listed below.
  
  NewRez,
  LLC
  **** *** *****
  *********** ** *****
  **** ************
  
  As of the date of this correspondece, the
  loan is past due for the December 1, 2022 and January 1, 2022 installment for
  $1,615.95 each installment. There is a balance in the amount of $1,487.77 in
  unapplied funds for a total amount due of $1,744.13 in order to bring the
  account current. Additionally, there is a late fee balance of $105.84.
  
  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, www.newrez.com
  and log 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:01/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/21/22 I sold my house in Millington, on 12/16/22 I got a payoff balance from Shellpoint, that amount on the payoff was wired to Shellpoint on 12/21/22. So I was like ok I’ve paid off my mortgage. Something in me told me to go on the Shellpoint website to check the payment on 12/28/22. Much to my surprise the balance was still remaining, so I called Shellpoint to find out that on 12/20/22 they made a payment for home insurance premium, which put my escrow negative $3500.00, and that after holding the major amount of over 200k for over a week they said they are refusing the wire which could take an additional 2-3 days for my attorney to see it. I told the very rude manager to hold the funds and that I would wire the shortage in escrow to them so I can payoff this mortgage. She said she cannot do anything. So I asked her that according to the payoff letter from SHELLPOINT it states that if there is a shortage in the payoff amount or escrow, they would contact myself or the wiring attorney, and nobody from SHELLPOINT did, to which she did not have an answer. And Shellpoint now wants me to pay over $28 interest per day for their mistake. Had they have contacted myself or the attorney LIKE THEIR PAYOFF LETTER STATES in point number 7. We would have gladly wired the shortage. Therefore I refuse to pay the interest

  

  Business Response

  Date: 01/18/2023

  Saturday 8:00AM-3:00PM
  
  January 12, 2023
  
  *********** ** *****
  ******* ** *****
  **** ** ******* ** *****
  *********** ** *****
  
  Via email: ******************
  
  
  RE: Complaint ID #: ********
  Reference #: **********
  Account #: ********
  Property: **** **** **** *****
  *********** ** *****
  
  
  Dear *********** ** ***** and ******* ** ******
  
  This letter is in response to the Better Business Bureau complaint received on January 2, 2023, regarding the subject property. " U.S.
  **** ************* ***********, not in its individual capacity, but solely in its capacity as trustee of Citigroup Mortgage Loan Trust
  2022-RP5" 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 1, 2020 until the loan was paid in full on
  December 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 you received a payoff statement from Shellpoint on December 16, 2022 and submitted a payment for payoff on
  December 21, 2022. However, the payoff was short, and Shellpoint did not attempt to contact you nor your agent although it is stated
  on the payoff quote if it is short, the homeowner or agent would be contacted. Therefore, the wired payment was returned, and you
  were required to pay additional interest to pay off the loan. Since Shellpoint did not contact you regarding the short payoff, you are
  requesting the additional interest of $28.00 per day be refunded to you.
  
  Records indicate Shellpoint mailed a payoff quote on December 16, 2022, which had a projected Payoff Date of December 22, 2022.
  The payoff provided a total payoff amount of $211,157.81 with a per diem of $28.84. Prior to receiving your wired payoff, Shellpoint
  issued payment for your insurance premium with ******* ********* ***** on December 20, 2022 of $5,516.00. Due to the insurance
  payment, Shellpoint provided an updated payoff quote on December 21, 2022 which included the insurance disbursement. The
  updated payoff quote provided a total payoff amount of $214,490.12.
  
  On December 22, 2022, Shellpoint received a wired payment of $211,186.65 to pay off the loan, however, the payoff quote was
  $3,303.47 short. Since the payoff amount did not align with the most recent payoff quote, the refund was returned to the third party,
  and an attempt was not made to collect the short payment.
  
  On December 30, 2022, Shellpoint received a payoff request online with the projected payoff date of December 30, 2022. The payoff
  was provided with a total payoff amount of 214,720.86. Later on, December 30, 2022, Shellpoint received a wired payment of
  $214,720.86 of which $211,388.55 posted to the payoff and $3,332.31 posted to the escrow.
  
  Shellpoint acknowledges we did not attempt to contact you or the third party who submitted the short payoff payment, and we would
  
  
  AM01122023F
  
  like to apologize for our oversight. In light of our oversight, Shellpoint has submitted a request to refund the per diem of $28.84 for 9
  days (December 21, 2022 to December 30, 2022), totaling $259.56. Please allow five to seven business days for the refund to be
  issued via check to your mailing address of **** ** ******* ** *****, *********** ** *****.
  
  The loan was paid in full effective December 30, 2022.
  
  Please accept our sincere apologies for any inconvenience regarding this issue. 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 any further questions or concerns, 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 concerns and questions from there and upload any supporting documents. If you have any additional
  questions or concerns, please contact our Customer Service Department at ************. You may also contact me directly at ****
  ********.
  
  Sincerely,
  
  Kayla E******
  Compliance Department
  Shellpoint Mortgage Servicing

• Initial Complaint

  Date:12/27/2022

  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.

  Loan payoff amount sent by **** on Dec 7th, 2022 with a pay date of Dec 14th, 2022. As of today, the payoff check has not cleared my **** checking account. I called Newrez in order to determine my next corse of action, and spoke with rep Tiffany, and then a supervisor Sam. I verified all of the security information requested, both prior to speaking with anyone, and after, with the exception of zipcode which I do not remember based upon the fact that I have not lived in that house since 2009. I was left on hold for quite some time, before being denied access to my account information because I don't remember the silly zip code!

  

  Business Response

  Date: 12/28/2022

  Your complaint states payoff funds
  were sent by **** ******* ****** ***** on December 7, 2022. As of December 22,
  2022, the check has not cleared, and the loan is still active. When you
  contacted Newrez, you were denied account information because you were not familiar
  with the zip code Newrez has on file. You are requesting Newrez to provide an
  explanation of the charges assessed to the loan, to pay the loan in full, and to
  send you any documents related to the payoff of the loan.
  
  Account records indicate that on December 7, 2022, you
  contacted Newrez and requested a payoff quote. After further review of the
  call, we determined that when the representative requested you to verify the
  property address, you refused to verify the information requested and requested
  to speak with a supervisor. Prior to transferring the call, the representative explained
  that he was required to verify who he was speaking with for security purposes
  and to ensure he was looking at the correct loan.
  
  Pursuant to your request, the call was transferred to a
  supervisor. During the call with the supervisor, you requested to payoff the loan
  while on the phone; however, the supervisor informed you that they were unable
  to take payoffs over the phone.
  
  On December 22, 2022, you contacted Newrez; however, you
  refused to verify the property address to the representative and requested to
  speak with a supervisor. The call was transferred to a supervisor; however, you
  once more refused to verify the complete property address and released the
  call.
  
  On December 27, 2022, you contacted Newrez, and after
  verifying the information requested by the representative, you advised them
  that payoff funds had been sent via billpay check, and you were waiting for the
  check to clear. The representative explained that payoff funds had been received
  and credited to the loan on December 27, 2022, and confirmed that the loan was
  paid in full. The representative asked you to allow at least three business
  days for the check to clear. The representative also explained that it could
  take up to 60 days for you to receive the recorded satisfaction of mortgage.
  
  After further review of all of the calls referenced above,
  we have determined that all representatives were courteous and willing to
  assist.
  
  Please take note that when a loan secured by a mortgage
  is paid off, Newrez is required to release the mortgage that is recorded in the
  county land records. A lien release, also known as a satisfaction, reconveyance
  or discharge of mortgage is prepared and recorded in the county land records so
  that it becomes visible to others.
  
  County land offices charge a fee to record the document
  in their records, which is also referred to as the lien release recording fee.
  This fee is displayed on the payoff quote letter as "release fee." The
  lien release recording fee charged by De Soto County is $27.00. We have no
  record of other fees being assessed to the loan.
  
  As of December 27, 2022, the loan is paid in full.
  
  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 ********************************* or by phone
  at ***** *********
  

• Initial Complaint

  Date:12/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by the township for omitted/added assessment for 1.25 years of taxes. I contactes Newrez with the paperwork of the tax information and explained it was omitted/added assessment for then and that I would pay the adjustment and for them to ONLY pay the original tax due. Newrez ignored this and paid the original amount and the added amount. Now they also have the idea that the adjustment cost (approx $2950) for the quarter is the cost of the tax every fourth quarter and they have increased the payment by $170 a month of my mortgage. Contacting them has been no help and they emailed back saying “ Because this loan is escrowed for taxes and insurance, Newrez will continue to pay the escrow items. We will not update any information concerning the tax bill if the homeowner chooses to pay the tax bill out of pocket” ignoring everything they had been told previously.
  
  I called and was told by a rep they would open up an investigation but calling it says they won’t have it resolved until approximately April.

  

  Business Response

  Date: 01/04/2023

  Please note,
  your tax information is updated through a report sent to Newrez by your county
  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. As such, your
  tax installment is set up to be reported and reviewed for payment through our
  TAR process. Taxes are then paid based on the Economic Loss Date (“ELD”)
  of the tax authority. This is the last date taxes can be paid before penalty or
  loss of a discount is charged. Because the loan is escrowed to prevent any
  taxes from becoming delinquent and to prevent any tax liens from being placed
  on the home, Newrez will pay the total tax installment amount owed per the TAR
  report.
  
  Your tax
  information may be viewed on the web portal at www.newrez.com. Please
  note, tax amounts will be updated upon receipt of notification from the tax
  authority, prior to payment. If you have already received a copy of your
  upcoming tax bill and would like us to review the updated information, please
  feel free to send the information to:
  
  Newrez LLC
  ** *** *****
  *********** ** *****
  **
  **** ************
  
  If you would
  like to submit documentation via email, simply login to your account on our
  website at www.newrez.com and click on the Help icon on the top right menu and
  choose Contact Us. From there you can submit your email and upload any
  supporting documentation. 
  
  Please see the attached for our full response. 

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HUSBAND DIED 5 YEARS AGO, I PAID OFF THE MORTGAGE AND THEY WERE SUPPOSE TO SEND ME THE ESCROW CHECK. THE FIRST ESCROW CHECK THEY SENT STATED PAY TO THE ORDER OF ***** ******* AND WHAT IT SHOULD SAY IS PAY TO THE ORDER OF ***** ******* *** THEY SENT ME TWO CHECKS WITHOUT THE JR WHICH I CANNOT DEPOSIT INTO AN ESTATE BANK ACCOUNT. I HAVE CALLED THEM OVER 10 TIMES AND THEY HAVED LIED BY TELLING ME THAT I WOULD GET THE CHECK AND THE THIRD CHECK WAS NEVER SENT OUT OR FOLLOWED UP. ON NOV 28TH, THE CUSTOMER SERVICE REP STATED THAT NONE OF THE REQUESTS WENT THROUGH AND NO ONE FOLLOWED UP ON IT THE COMPANY KNOWING THAT I HAVE CALLED REPEATEDLY TO GET SOMETHING SO SIMPLE CORRECTED. I HAVE ALSO HAD TO PAY THE COURT FOR PAPERWORK WHICH INCLUDES CHECK NUMBER A TOTAL OF $50.00 WHICH IS NO GOOD AND IF I EVER GET THIS CORRECTED I AGAIN WILL HAVE TO PLAY $50. i AM 68 YEARS OLD AND TIRED OF BEING STRESSED OUT OVER THIS SITUATION. NO ONE SHOULD HAVE TO GO WHAT I HAVE AND STILL AM GOING THROUGH TO JUST TRY AND GET MY ESCROW CHECK CORRECTED AND SENT TO ME. ONE MALE CUSTOMER REP STARTED SINGING WHILE I WAS TRYING TO TALK TO HIM. TWO SUPERVISORS, MARSHA AND CARLESIA PROMISED TO CALL ME THE NEXT DAY AND NEITHER ONE DID. IF THIS IS NOT RESOLVED, I AM GOING TO FILE A LAWSUIT AGAINST THIS COMPANY FOR WHAT IS BEGINNING TO SEEM TO ME AS ELDER ABUSE AND DISCRIMMINATION. ALL I WANT IS THE CHECK CORRECTED SO THAT I NEVER HAVE TO DEAL WITH THIS SUBPAR COMPANY EVER AGAIN,

  

  Business Response

  Date: 01/06/2023

  Please be assured,
  Newrez does not discriminate and adheres to all state and federal laws and
  regulations concerning the servicing of loans. We apologize for any
  inconvenience you may have experienced regarding the servicing of this loan.
  
  In review of
  your complaint, Newrez can confirm this loan was paid in full on August 31,
  2022. Newrez can confirm multiple requests to reissue the escrow refund of
  $801.57, were previously entered as a result of your telephone conversations
  held with our service representative requesting the suffix Jr. to be included
  with the new check since you were having issues depositing the check in the
  estate’s bank. However, due to a processing error, each time the check was
  printed without the suffix included with the name.
  
  In review of the loan, the escrow refund was reissued via
  an ********* ******** ***** ******* payment directly to your **** ******* ******* **** checking account ending in **** on December 21, 2022, which
  typically takes up to three business days to be reflected in your account balance
  depending on your bank. This information was provided to you on December 22,
  2022, during a telephone conversation with one of our service representatives.
  
  As stated above, the loan was paid in full on August 31,
  2022.
  
  Please accept our sincere apologies for any inconvenience the
  delay of the reissue escrow refund 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.

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last tax year in October 2021, New Rez sent my property tax payment to Henry County (my county of residence) by a wire payment. Henry County does not accept wire payment therefore the payment was never recieved nor put back into my escrow account and everything was left alone. In Feb. 2022, I got a letter from the county about delinquent taxes. New Rez sent out a check to Henry County to pay that same tax payment. I refinanced my home in April with New Rez in the midst of this situation. I nervously went along with the process and when the refinance was complete it created a new loan number and account number through New Rez. I originally purchased this home in Sept. 2020 and now 4 property tax payments have been deducted from my escrow account. I have not lived here 4 tax years and everything was up to date upon purchase in 2020. I have been dealing with New Rez since February with this mistake. My concern now is that the payment that was never recieved still has not been credited back to my escrow account. I have called New Rez weekly since October with this concern and I have been given the run around and constantly told to wait longer. No one can ever fully help me and they just say they can put in complaints, again that has not solved anything. I was told that the refund should be placed in my escrow account by their third party company on 12-7-22 but it's 12-14-22 and nothing has been done, no one can give me an update or final answer/resolution. Every time I call I have to explain everything again to a new rep and they all tell me something different. I called yesterday, on Dec. 13th, I was demanding some help some way and I was told that no one can help me further. I then mentioned contacting the BBB and the rep said to contact BBB. $2,000 is alot to me and it is highly effecting my mortgage payment monthly at the worst time while I'm on short term disabilty. I want answers, I want my refund, and I want all of this to finally be over.

  

  Business Response

  Date: 01/10/2023

  Upon review of
  your complaint our Tax Department has reached out to Henry County and confirmed
  the tax disbursements issued on October 15, 2021 and March 7, 2022 each in the
  amount of $2,082.56 were received by Henry County. However, we were advised
  that the taxes had been over paid and a refund totaling $2,267.13 was sent back
  to Newrez. On December 22, 2022 Newrez received the refund from Henry County
  and applied the two tax refund checks in the amount of $390.21 and $1,876.92 to
  your escrow account. On December 27, 2022, these funds were then refunded to
  you via check number ******* in the amount of
  $2,267.13 and sent to the mailing address listed above of * ******* ******* ******** ** ******
  
  Enclosed for
  your reference is a copy of your Loan History Statement showing the refund
  received, and check issued to you. As of the date of this communication, the
  balance owed is $0.00. The last payment was received on February 9, 2021 in the
  amount of $152,541.32, paying this loan in full. 
  
  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. 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.

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our original mortgage servicer sold our mortgage to Shellpoint and they have been a NIGHTMARE. First, I'm told I am only allowed to talk to one person about our loan, a Mr. Reilly. This person has never responded to my calls or emails. Never. Not once. Not even after I called the customer service line and they supposedly 'sent him a message to call me first thing in the morning.' Well, that morning came and went, two weeks ago. The three people I have talked to have each given me a different date for my first mortgage payment to be made. March 1st, 2023. Then, December 1st, 2023, and now via a ***** letter of January 1, 2023. I don't have a single idea when I actually have to pay for my house! The ***** letter was delivered Saturday, December 17th with a mandatory return date of December 19th, 2023. The banks don't have a notary on the weekends which means we have been given exactly 0 days to respond and return the letter they are claiming was sent on 12/5 but if you look at the tracking number it clearly was not which is why we didn't get it until two days ago. What a joke.

  

  Business Response

  Date: 01/08/2023

  Dear ***** ** ****** and ******* ****:
  
  This letter is in response to the Better Business Bureau
  complaint received on December 29, 2022. NewRez LLC d/b/a Shellpoint Mortgage
  Servicing is currently the owner of the account number ending in ****.
  Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the loan on behalf
  of the owner on or about November 2, 2022. 
  
  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 were told you are only allowed to
  speak with one person regarding your mortgage loan, but your Single Point of
  Contact (“SPOC”) has never responded to your phone calls or emails. You have
  spoken with three representatives, and each one has given you a different due
  date for your first mortgage payment. On December 17, 2022, you received a
  letter that was delivered to you via Fed Ex, and it was required to be returned
  by December 19, 2022. This did not allow you any time to return the document as
  notaries are unavailable at financial institutions on weekends.
  
  As stated above, Shellpoint began servicing the loan on
  behalf of the owner on or about November 2, 2022. When the service transfer was
  complete, the loan was on a COVID Forbearance Plan that temporarily suspended
  the December 1, 2021 through November 1, 2022 installments.
  
  On November 8, 2022, the enclosed letter was sent to inform
  you the servicing of your loan transferred to Shellpoint effective November 2,
  2022, and the loan was contractually due for the December 1, 2021 installment. Shellpoint
  also sent the enclosed letter dated November 8, 2022, informing you a SPOC,
  Edward Reilly, had been assigned to assist you throughout the loss mitigation
  process.
  
  On November 14, 2022, you spoke with a loss mitigation
  representative who informed you the loan was due for the December 1, 2021
  through November 1, 2022 installments, and the loan did not qualify for any
  additional forbearance extensions. The conversation ended with the
  representative submitting your loan to be reviewed for a Standalone Partial
  Claim to assist you with bringing the loan current and informing you to allow
  time for the review to be completed.
  
  On November 16, 2022, you were approved for a Standalone Partial
  Claim, and the enclosed agreement dated December 5, 2022 was sent you. As
  stated in the agreement, upon Shellpoint’s receipt of both copies of accurately
  signed and notarized agreements, we would process the Standalone Partial Claim
  to bring the loan current, and the next monthly installment would become due on
  January 1, 2023.
  
  On December 8, 2022, you called in to inquire about the due
  date of the next payment, and a loss mitigation representative informed you the
  loan was past due for the December 1, 2021 through December 1, 2022
  installments, and the partial claim agreement was required to move forward with
  the modification with partial claim. You informed the representative you had
  already returned the documents and the representative informed you that your
  SPOC was out of the office, but an email would be sent to your SPOC to contact
  you.
  
  On December 19,
  2022, the enclosed letter was sent to inform you we were not in receipt of the
  signed and notarized partial claim agreement, and the due date to return the
  documents was extended to January 2, 2023. On December 21, 2022, your SPOC received
  a message from you requesting a revised partial claim agreement showing a next
  payment due date of February 1, 2023 instead of January 1, 2023. That same day,
  your SPOC called you to discuss the request received from you but was unable to
  reach you.
  
  As requested by
  you, your SPOC canceled the initial partial claim request, and the enclosed
  letter informing you of the cancellation was sent to you via the enclosed
  letter dated December 22, 2022. Shellpoint is in the process of reviewing the
  loan for a partial claim that includes the January 1, 2023 installment. If the
  partial claim request is approved, we will prepare a revised agreement and will
  send it to you under separate cover. If you have additional questions or would
  like a status of the partial claim review, please contact our Loss Mitigation
  Department at ***** ******** for further assistance.
  
  As of the date of this communication, the loan is past due
  for the December 1, 2021 and January 1, 2023 installments. 
  
  You have the right to request documentation supporting our
  determination that no error has occurred in the servicing of the loan.
  
  Should you have further questions, you may reach us through
  our Contact Us page by accessing our website ********************* and log 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
  
  
  Enclosures:          Letters, Partial Claim Agreement, Loan
  History Statement
  
  
  cc:          Better Business Bureau

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18609677, and have determined that this does not resolve my complaint. 
  
  
  
  Mr. Reilly did not contact me.  He has never called.  He has never left a message.  This also furthers my frustration because we were told the partial claim including January 2023 was approved, not pending as you just stated. We still do not have any new documents for the partial claim we were told would be sent weeks ago to extend the newest due date for the loan to February 1, 2023. 
  
  
  
  Regards,
  
  
  
  Kristan Maybee

  

  Business Response

  Date: 01/12/2023

  Dear ******* ****:
  
  This letter is in response to the Better Business Bureau
  complaint received on January 9, 2023.  NewRez LLC d/b/a Shellpoint
  Mortgage Servicing is currently the owner of the account number ending in
  7097. Shellpoint Mortgage Servicing (“Shellpoint”) began servicing the
  loan on behalf of the owner on or about November 2, 2022. 
  
  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 single point of contact (“SPOC”),
  Edward Reilly, has never called or left a message.
  You were told the partial claim including the January 1, 2023 installment was
  approved, but you still have not received the updated agreement.
  
  As stated in
  our January 8, 2023 response, Edward Reilly attempted
  to call you on December 21, 2022 to discuss the revised partial claim
  request you submitted via the web portal, but he was unable to reach you.
  Shellpoint is pleased to inform you that your partial claim request has been
  approved! Enclosed is the updated partial claim agreement for your records. A
  copy of the partial claim agreement has also been sent to you under separate
  cover. Once you receive the original set of the agreements, please return the
  original set of the properly signed and notarized agreement in the pre-paid
  envelope enclosed with the documents. Following the receipt of the properly
  signed and notarized agreement, the partial claim will be completed, and the
  next monthly installment of $979.43 will become due on March 1, 2023. If you
  have additional questions or concerns, please contact our Loss Mitigation
  Department at (866) 825-2174 for further assistance.
  
  As of the date of this communication, the loan is past due
  for the December 1, 2021 through January 1, 2023 installments. 
  
  You have the right to request documentation supporting our
  determination that no error has occurred in the servicing of the loan.
  
  Should you have further questions, you may reach us through
  our Contact Us page by accessing our website www.shellpointmtg.com and logging into your account. Go to the Help icon at the
  top right and click on Contact Us from the drop down. You can submit your email
  from there and upload any supporting documents. Alternatively, you may contact
  me at (832) 775-7599.
  
  
  Sincerely,
  
  Jihan Joshua
  Compliance Department
  Shellpoint
  Mortgage Servicing
  
  
  Enclosure:             Partial Claim Agreement
  
  
  cc:           Better Business Bureau
                  Cindy Rigdon

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Shellpoint in November of 2011 to initiate a mortgage insurance cancellation request. Shellpoint collected a fee to perform a home appraisal and allegedly mailed a letter asking for written consent in addition to the verbal consent already provided to perform such an activity.
  
  After a few months with no updates, I contacted Shellpoint again to receive a status of my request. I was told no actions could be taken since they had not received the signed form they allegedly mailed. I requested a new form which was signed and returned to Shellpoint.
  
  A few months passed again and there was still no communication from Shellpoint. I reached out again asking for an update and was told they were still waiting for a signed letter. I explained everything that had happened to the agent and she provided me with an email address to upload the form. A signed form was emailed and received by the agent and an appraisal was performed a couple of weeks later.
  
  Before ending my call with the agent, I was informed Shellpoint would honor the original date of the mortgage insurance cancellation request and refund any insurance premiums paid since that date. The agent stressed that was a recorded conversation and also notated my account in case there were any issues processing the refund.
  
  I contacted Shellpoint today (12/16/22) to confirm the mortgage insurance was cancelled and to learn if I needed to do anything to initiate the refund. I was told no refund would be provided even though this was the stated policy by the previous agent and that the delays in cancelling my mortgage insurance were all caused by Shellpoint's policies and practices.
  
  I am requesting for Shellpoint to take ownership of their role in these delays and to honor the refund promised by their agent.
  
  Fourteen months of insurance refunds at $327.75/month = $4,588.50.
  
  Loan: **********

  

  Business Response

  Date: 01/09/2023

  December 29, 2022
  
  ******* *********
  ***** ******** ***** *****
  ******* ** *****
  
  Via email: ******************
  
  
  RE: BBB Complaint #: ********
  Reference #: **********
  Account #: xxxxx****
  Property: ***** ******** ***** *****
  ******* ** *****
  
  
  Dear Esteban Rodriguez:
  
  This letter is in response to the Better Business Bureau complaint received on December 19, 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 June 1, 2018.
  
  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 contacted Shellpoint in November 2011 to request the mortgage insurance (“MI”) on the loan be cancelled.
  Shellpoint collected an appraisal fee and allegedly sent you a form requesting your written consent of the fee; you had already
  provided verbal consent. A few months later, you contacted Shellpoint for a status update and were informed we had not received the
  completed form; therefore, no action could be taken. You requested a new form, which you completed and returned. A few months
  later, you requested another status update and were told we still had not received the completed form. You contacted Shellpoint again
  and the agent you spoke with provided you with an email address to submit the form. An appraisal was completed approximately two
  weeks later. The agent you spoke with stated Shellpoint would honor the date you originally requested MI cancellation and would
  refund any MI premiums paid after that date. The agent emphasized that your conversation was recorded and notated your account.
  On December 16, 2022, you contacted Shellpoint to confirm MI cancellation and next steps for initiation of a refund. You were told
  no refund would be issued, despite the information provided by a previous agent. You state Shellpoint’s policies and practices caused
  the delay in your MI cancellation request, and want Shellpoint to refund $4,588.50, representing 14 months of MI premium payments
  of $327.75 per month.
  
  In reviewing your loan, our records indicate you contacted us by phone regarding MI removal on November 10, 2021. The agent you
  spoke with entered a request for our MI department to review your loan for MI removal eligibility. The review completed on
  November 12, 2021 determined the loan was ineligible for Private Mortgage Insurance (“PMI”) removal based on the original loan-
  to-value (“LTV”) ratio, which was calculated as 82.66%. Your investor provided the option to have a Broker’s Price Opinion
  (“BPO”) completed at a cost of $150.00 instead of an appraisal which could cost at least $400.00. Because cancellation before the
  automatic termination date is homeowner initiated and is completed at your request, the cost for any required valuation is done at the
  homeowner’s expense. The automatic termination date of the PMI is January 1, 2024.
  
  In connection with this review, the enclosed valuation agreement dated November 15, 2021 was sent to you at the mailing address
  shown above. Per the steps outlined on the valuation agreement, we required the signed form along with payment of the $150.00 BPO
  
  
  AM12292022B
  
  fee to move forward with your request. The agreement also explained we would follow up in writing, within 30 days of obtaining the
  property valuation, with a determination on whether MI could be cancelled.
  
  On November 30, 2021, you contacted us by phone and chose to remit a payment of the $150.00 BPO fee during your call; however,
  no copy of the signed valuation agreement had been received. Per the enclosed Loan History Statement, as no BPO fee had been
  assessed when you submitted your payment, the $150.00 posted to the loan’s principal balance on November 30, 2021.
  
  On February 18, 2022, you contacted us by phone requesting a status update of your MI removal request. As you advised you had not
  received the November 15, 2021 valuation agreement, the agent you spoke with sent a copy of it to ****************** and
  provided instructions for submitting the completed form through your online account. Our records do not reflect we received any
  correspondence or document uploads from you until November 15, 2022, when you submitted the completed valuation agreement,
  signed and dated November 15, 2022, via email to the Customer Service agent you spoke with on that date.
  
  The form was forwarded to the appropriate department on November 16, 2022, and the BPO fee was satisfied on November 18, 2022,
  when the $150.00 payment submitted on November 30, 2021 was reversed from principal and applied to the BPO fee. The BPO was
  ordered on November 18, 2022, and our MI department monitored the order, noting you scheduled the valuation for November 29,
  2022. On December 6, 2022, our MI department received the results of the BPO and MI was cancelled on the same day. As a result,
  we sent the enclosed notice dated December 7, 2022 explaining your monthly payment was adjusted to reflect the removal of the MI
  payment, and new monthly payment amount is $2,206.34, effective with the January 1, 2023 installment.
  
  In reviewing your November 15, 2022 call, the agent explained that although you had remitted a payment of $150.00 in November
  2021, we still required the signed valuation agreement in order to move forward with your request. The agent noted in circumstances
  such as this, we might backdate MI cancellation. At the end of the call, you referenced the agent’s statement, noting she stated it was
  a possibility MI removal could be backdated, and requested she notate your account with this information. The agent confirmed she
  would include this in her call notes, and stated the call was recorded, which would allow a review of the call if necessary.
  
  As we are unable to determine any error occurred in the handling of your MI removal request, MI cancellation was not backdated. An
  agent you spoke with on December 16, 2022 explained MI removal would not be backdated. At your request, you were transferred to
  a supervisor who advised of the same. The supervisor attempted to provide you with information for submitting a dispute of this
  determination directly to us when the call was disconnected.
  
  As of the date of this correspondence, the loan is current with the next installment of $2,206.34 due January 1, 2023.
  
  Although Shellpoint apologizes for any inconvenience, we have been unable to determine that an error occurred after investigating
  your dispute. You have the right to request documentation supporting our determination.
  
  Should you have further questions, you may reach us through our Contact Us page by visiting our website, www.shellpointmtg.com,
  and logging into your account. Go to the Help icon at the top right and click on Contact Us from the drop down. You can submit your
  email from there and upload any supporting documents. Alternatively, you may contact me directly at 864-305-2670 Monday through
  Friday between the hours of 8:30 a.m. to 5:30 p.m. ET for any questions regarding this response.
  
  
  Sincerely,
  
  ***** ******
  Compliance Department
  Shellpoint Mortgage Servicing
  
  Enclosures: MI Cancellation Valuation Agreement, Loan History Statement, MI Cancellation Approval Notice, MI Cancellation
  Payment Change Notice