Consumer complaint received 2022-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
New Rez/Shellpoint mortgage had been haphazardly reporting my mortgage loan to the credit bureaus since they acquired Green Tree Servicing XXXX XXXX. They also issued a late fee on my account last XXXX ( for a payment that reached them XXXX day late ) without my knowledge, claiming they notified me and they did not. I have made each and every payment ON TIME since New Rez acquired the loan. 
I tried calling them and emailing them to no avail. They did not respond to my email and their phone line was always busy. I then filed a complaint with CFPB regarding the late payment and haphazard reporting to the credit agencies. 
In turn, they maliciously retaliated against me and as a response to my CFPB complaint, removed my mortgage loan entirely from the credit bureau reports, causing my XXXX XXXX to drop XXXX points, stating : the loan was involved in a XXXX XXXX Bankruptcy which was filed on XX/XX/XXXX and was XXXX on XX/XX/XXXX. Because your liability was XXXX during the Bankruptcy, Newrez is unable to report the loan to the CRAs. Therefore, Newrez has submitted an interim report under control number XXXX to remove the tradeline due to the XXXX XXXX XXXX XXXX Please allow 7 to 10 business days for the update to reflect with the CRAs. 
The liability may have been XXXX but I have still PAID the MORTGAGE EACH AND EVERY MONTH ON TIME! MY attorney has advised me that NewRez must still report my loan to the CRAs. 
NewRez is suddenly unable to report the loan to the CRAs due to a XXXX XXXX XXXX from XXXX years ago. So why had they been reporting the loan without question since they acquired the servicing of the loan from GreenTree years ago, until I complained about XXXX payment that was XXXX DAY LATE?? 
THERE IS NO LAW PREVENTING NEWREZ FROM reporting my loan to the CRAs. They BLATANTLY did this because I filed a complaint with the CFPB. I will contact the XXXX and supply them with each and every statement showing that not only do I have a mortgage but I HAVE PAID IT EACH and EVERY MONTH FOR THE LAST XXXX years, regardless of a XXXX that was filed XXXX years ago! 
I bought this home in XXXX, as a XXXX XXXX XXXX. I raised both of my children here singlehandedly. I am a XXXX XXXX with student loans that are NOT going to be forgiven. And this is how I am rewarded for paying my mortgage every month? 
Now there is NO record of any mortgage on my credit reports. What is far worse is that NEWREZ/SHELLPOINT has caused my credit score TO DROP XXXX POINTS by callously removing it from my credit reports. With inflation this high, they have now added extra financial burden to my life. The cost of a lower credit score is detrimental to my existence, EVERYTHING will UNFAIRLY be more expensive for me now. 
This is NOT a true representation of my creditworthiness and NEW REZ should be sued for doing this to a XXXX XXXX who has gone through XXXX and back to raise kids, maintain a houseXXXX XXXX during a pandemic and PAY MY MORTGAGE EVERY MONTH ON TIME.

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