Consumer complaint received 2024-03-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Shellpoint Partners, LLC
State: CT

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX XXXX XXXX XX/XX/XXXX Newrez LLC, Shellpoint Mortgage Attn : Customer Service Subject : Request for Removal of Late Payment on Mortgage Account Loan Number : XXXX ( property XXXX XXXX XXXX XXXX, XXXX CT XXXX ) Dear Newrez LLC, Shellpoint Mortgage Customer Service, I hope this letter finds you well. I am writing to bring to your attention a matter that requires resolution. My name is XXXX XXXX, and I am a customer with the mortgage account associated with Loan Number XXXX. 
I recently sold my house for cash on XX/XX/XXXX, and I engaged the services of XXXX, XXXX XXXX XXXX XXXX to handle the closing and payoff of my mortgage. However, as directed, XXXX XXXX did not pay the mortgage even after sending the residual to my account. I have bought and sold several properties and have never seen or heard of such a thing. 
I have attached a letter from XXXX stating a technical error. When he discovered nonpayment, he said the wire transfer for closing the account was bounced back to him. This incompetence and lack of checks and balances is disturbing. 
I had a Newrez representative contact me for the monthly mortgage payment. I informed them the house was sold, and they said they would put a note in the file. Upon the second contact from one of your representatives, they looked at the file, to our surprise, to find that the attorney had never paid off the mortgage, even after sending me the balance. 
I then contacted the attorney and my real estate agent to investigate the matter, and that is when I was told it was not their fault, which I did not believe. By that time, the mortgage was in the XXXX late range. I again contacted Newrez/Shellpoint customer service. Your customer service representative, a professional and compassionate woman, explained the process. She said she would put an extensive note in my file and contact the correct department to stop the late report to the credit bureaus. She decided to go the extra mile for me because of our mutual love of animals. My beloved dog XXXX XXXX the Saturday after XXXX suddenly from a XXXX XXXX at XXXX years of age, and I was heartbroken and beat up with this and the ordeal with my mortgage. 
I hope you will consider the circumstances of a woman who, in all good faith, put her trust in someone who did not do the most essential part of their job to pay off the mortgage. None of these errors were my doing, and I had no control over these outrageous mistakes. I also hope you will see in your heart that I have not done anything wrong and that a XXXX late on my credit for XXXX years, at which time I will be 72 years of age, is a high price to pay for my attorney 's mistakes. 
I kindly request your cooperation in removing my mortgage account 's negative late payment entry from my credit reports. I understand the importance of maintaining a positive credit history. I believe it is only fair that this late payment, which resulted from an attorney error while acting on my behalf, should not negatively impact my creditworthiness. 
I appreciate your understanding and attention to this matter. If you require any additional documentation or information, please do not hesitate to contact me at XXXX or XXXX. I look forward to your assistance in resolving this issue and appreciate your help in rectifying the situation. 
Kind regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation