Consumer complaint received 2020-10-17
Company: Shellpoint Partners, LLC
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My VA Home loan was initially financed and managed with DITECH. In XX/XX/XXXX I XXXX with the XXXX XXXX XXXX to the XXXX XXXX and filed for deferment with the Mortgage company. Ditech at first did not comply with the request under SCRA and I had to contact the CA JAG Office for assistance and been working with XXXX  XXXX XXXX since. XXXX XXXX was able to solve the issue and Ditech send out a letter of agreement to defer the mortgage for a year starting XXXX XXXX and ending XX/XX/XXXX resuming regular payments XXXX XXXX. So far everything was fine till XX/XX/XXXX. 
In XX/XX/XXXX we received a letter that Ditech had sold the mortgage to NewRez LLC/Shellpoint Mortgage Servicing. New Rez discontinued the deferment and collected the full payment in XX/XX/XXXX. I contacted New Rez several times and asked to honor the Ditech agreement since the company bought the mortgage with all obligations. Responses from New Rez where generic and not satisfying avoiding a concrete answer. At that point I contacted XXXX XXXX again explained the situation and an agreement was made to honor the agreement and escrow only payments should be made starting XX/XX/XXXX and ending XX/XX/XXXX continuing regular payments starting XX/XX/XXXX. The payments were processed by XXXX XXXX Compliance Team Lead from Shellpoint Mortgage. 
Since the start we had nothing but trouble with New Rez and decided to look into refinancing with another lender and here it starts, while getting a green light from the underwriter at the end of a week on a Friday the following week we were contacted by the loan Officer from accelerate mortgage that New Rez had stated directly to the underwriter that I had not made any payments since XX/XX/XXXX while 6 weeks prior New Rez stated on conference call my account is in good standing and all payments were made. The conference call was also the only time I gave permission to relay information about my account. I followed all obligations and made all payments according to the agreement therefore, making a statement about none payment for several intervals to the underwriter is a false claim and the result is that the process is delayed since. In addition, New Rez / Shellpoint only sporadic reported to the credit bureaus resulting in to not up to date numbers on my credit report. While deducting deferred interest and principle on the account New Rez did not reported any changes to the credit bureaus resulting in different numbers on my credit reports now why still waiting on the decision of the underwriter NewRez reported on my credit an increase of the exact deferred amount of Interest and principle resulting in a report of balance of {$290000.00} in my credit history. The account had a balance of {$290000.00} by the time we started deferring. The false reporting of the numbers resulted in a drop of my credit score and probably is adding to the delay of the underwriters decision. Furthermore, XXXX XXXX did not process the escrow only payment in XXXX so that I had to write numerous emails and contacted the judge advocate. XXXX XXXX did not respond to direct questions via email. XXXX XXXX called me directly later and wanted to talk about the account and stated since a payment was deferred the account is now a month ahead so I have to pay in advance, before hanging up I had to tell her to process the XXXX escrow only payment to not be delinquent for the pay period. I later researched the statements and found that the XXXX statement showed no transaction but all payments were made on time every month. 
The above stated actions from the New Rez / Shellpoint resulted not only in financial damage it also created stress and XXXX  for me and my family. Nothing has been resolved. 

XXXX XXXX

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