Consumer complaint received 2021-11-08
Company: Shellpoint Partners, LLC
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
See detailed email below I sent to Shellpoint Newrez trying repeatedly to resolve this matter. They refuse to look at or look into all the documentation I have provided in support of my claim and clearly shows that they were in fact in error. 

As you know my original loan was taken out in XX/XX/2021 with XXXX XXXX XXXX in XXXX. At some point, XXXX I believed, the loan was then transferred over to Shellpoint Newrez. Prior to XXXX I had been taking out certified checks with my credit union, XXXX XXXX and then sending the checks for the mortgage payment to XXXX XXXX XXXX. The last check I sent to them was sent out by them on XX/XX/2021 and received by Shellpoint Newrez on XX/XX/2021, please see email from XXXX XXXX Mortgage confirming that. 

In XXXX I received a letter from Shellpoint Newrez notifying me that the loan was now being transferred to and handled by them. I then called Newrez to confirm and make a payment on XX/XX/XXXX @ XXXX. This call lasted for 18 minutes and 59 seconds, again please see attachments for confirmation and details. In this call which I KNOW ALL CALLS ARE RECORDED, I was told that there was no records for any accounts under my name, social security, address or account number. CHECK THE RECORDED CALL FOR MORE CONFIRMATION. I then informed the Shellpoint Newrez representative handling the call that if my loan could not be confirmed with them then I would not send any of my money in until it was confirmed. Afterall who would do that? She told me to check with the original lender as she didnt know what to tell me. 

I then called XXXX XXXX Mortgage ( XXXX ) on XX/XX/XXXX @ XXXX XXXX right after speaking to the representative with Shellpoint Newrez to try and figure out what was going on with my loan and who to pay, again see attachment of phone call record for confirmation. I was told by XXXX XXXX that they would look into the matter and get back in touch with me however the loan should indeed be with Shellpoint Newrez at that time. 

Next the matter was followed up with an email from XXXX XXXX with XXXX XXXX Mortgage notifying me that they reached out to Newrez however they had not heard back from Newrez yet to confirm status of my loan, as they also could not figure out what was going on. This email was sent to me on XX/XX/2021 at XXXX XXXX. Again see attachment of email for confirmation and details. 

I was later sent a certified letter from Shellpoint Newrez in late XXXX XXXX to the effect that I had missed my payments and knew I missed my payments for XXXX and XXXX after your, Shellpoint Newrez , mistake. I then called in once again however this time yous now had record of my having an account with you. Makes no sense but I then made a lump sum payment for the months of XXXX, XXXX and XXXX with XXXX XXXX who received and handled the call and payment. I informed her of the situation of the account mishap on your part during this call as well. Please feel free to check that recorded call as well. I was able to complete a lump payment because the money was being set aside awaiting something from yous or XXXX XXXX. 

Now at this point I have a report of two late payments for the months of XXXX and XXXX on my credit report, see attachment, which drastically effected my credit which took an immediate dive of 50 points at the first report of this. This has caused me much grief and headache as well as missed opportunities and purchases due to my negative credit. I want this resolved immedieatly as I was told it would be on a recorded line as well. THIS WAS NOT MY FAULT. I was making my payments on time and regularly without issue or delay up until YOUR REPRESENTATIVE TOLD ME THAT I DID NOT HAVE AN ACCOUNT WITH YOUON A RECORDED LINE. 

Im hoping this matter will be handled and resolved courteously and expeditiously as I have been VERY PATIENT and have provided ample evidence backing my claims. I do not know what kind of legal action I can take but I will exhaust every option and means until I get this resolved. 

Regards, XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation