Consumer complaint received 2020-03-05
Company: Shellpoint Partners, LLC
State: IN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I have attached several of the correspondence emails with NEWREZ ; LETTER TO NEWREZSHELLPOINT XX/XX/XXXX Followup on my account payment history. As stated in the previous email, for which I have not received a response, I have made all payments. There is one exception in that NEWREZ for some reason cancelled my scheduled payment in XX/XX/XXXX. I made several phone calls, which are in your files for my account to resolve the problem. I have pasted the payment amounts and dates as recorded on my XXXX   banking account information here. PLEASE correct my CREDIT REPORTS and email me a statement that I have made all payments on time and in full for the last 12 months. 

VERIFICATION OF PAYMENTS TO NEWREZSHELLPOINT ON TIME AND IN FULL Dear Ms. XXXX ; XX/XX/XXXX Thank you for your response to my inquiry. 
You seem to base your investigation on the premise that since two payments were received in XX/XX/XXXX, I failed to meet the deadline for the XX/XX/XXXX payment. Are you aware of my agreed upon skipping the XX/XX/XXXX payment, requiring me to pay XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX TEL ID : XXXX ACH debit {$2500.00} XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX TEL ID : XXXX ACH debit {$2500.00} for three months to make up for the skipped payment. 
XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX TEL ID : XXXX ACH debit {$2500.00} for three months to make up for the skipped payment The late payment for XX/XX/XXXX was due to NEWREZSHELLPOINT placing a stop pay on my XX/XX/XXXX payment. This occurred because I had actually made two payments ... one for XXXX and the other for XX/XX/XXXX NEWREZ-SHELLPOIN ACH {$1900.00} PMT XXXX TEL ID : XXXX Talking to a customer service representative she concurred that I had erroneously made a 4th payment for XXXX. This payment was after I had satisfied my contractually agreed upon repayment. This is the payment that was cancelled by NEWREZ. I  made the payment of XXXX but that was summarily cancelled, also. This was an unforced error that should not have happened. Please know that I had every intention to and did make the payment for XX/XX/XXXX. When the error was discovered in XX/XX/XXXX, I immediately sent the XXXX. 
Please review these records and you will find I did comply with my contractual obligation. through no fault of my own, that payment was not applied, as it should have been. It is imperative my credit report be corrected to adjust this error. 

Thank you for your attention to these details. 

Sincere regards XXXX XXXX XX/XX/XXXX Newrez-Shellpoin ACH Pmt XXXX Tel ID : XXXX XXXX XX/XX/XXXX Newrez-Shellpoin ACH Pmt XXXX Tel ID : XXXX XXXX XX/XX/XXXX Newrez-Shellpoin ACH Pmt XXXX Tel ID : XXXX XXXX XXXX ACH Pmt XXXX Tel ID : XXXX XX/XX/XXXX NEWREZ-SHELLPOIN ACH PMT XXXX {$1900.00} Sincere regards XXXX XXXX This is NEWREZ 's response to my request for documentation of phone conversations, which are recorded, that will provide documentation that the error of payment was wholly on NEWREZ , and in no way was I responsible for the cancelled payment.

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