Consumer complaint received 2025-07-09 00:00:00
Product: Mortgage — FHA mortgage
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:
Company : Shell Point Mortgaging service ( NewRez ) Product : Mortgage Issue : Incorrect information on your credit report What happened : Ive owned my home for 5 years and never missed a mortgage payment except for one in late XXXX, which happened due to repeated technical and communication failures from my mortgage company. Since then, Ive made every payment on time, but they have refused to remove the derogatory mark from my credit, even after admitting I was given false information and incorrect instructions. 

Starting in spring/summer XXXX, I was unable to access the mortgage portal due to outdated two-factor authentication tied to a former phone number ( my ex-wifes ). I called many times and was repeatedly told it would be fixedbut it wasnt. Eventually, someone resolved the portal access issue, but by then it was XXXX, and I believed everything was in good standing. I had no way to verify payment status because of the prior access issue. 

In XX/XX/XXXX, I was told by phone that everything was okay. Later I received a late notice in the mailbut I had been told the payment issue was resolved, and no one made clear that I needed to take any further steps. Now, the mortgage company is saying they will not remove the late mark because of that mailed notice, even though I was told over the phone that there was no problem. 

In early spring XXXX, I spoke to another representative who said it sounded like it was their error and that I just needed to send a letter requesting removal. He gave me an addressa XXXX XXXX XXXX XXXX told me Id get a response in 12 weeks. I never got a response. Months later, after I followed up again, another representative told me that was the wrong address, and gave me a XXXX XXXX XXXX South Carolina instead. 

On top of all that, I frequently had trouble setting up auto-pay, believing it was active when it wasnt. I would often only find out when someone called me ( or the system failed to withdraw the payment ). Many of these calls were automated or disconnected immediately, and I had to manually make payments while continuing to fight portal access issues. 

In late XX/XX/XXXX, I applied for a home equity loan and was told that the derogatory remark was still showing on my credit. The person reviewing my account couldnt understand why I had been told it would fall off after XXXX months, or why XXXX XXXX received a response. He transferred me to a representative who also acknowledged that it sounded like it should be removed, and she escalated it to a supervisor. 

I was promised a call back in XXXX hours. I never received one. A week later, I called myself and was told that nothing would be removed because of a single late notice mailed in XX/XX/XXXX, and that none of the miscommunication, tech issues, or false instructions mattered. They acknowledged I was given misinformation but insisted they werent responsible for it. 

This is unethical and unacceptable. I have done everything in my power to resolve this, and it is now directly affecting my ability to qualify for a home equity loan, even though Ive made all payments ( except the one caused by their internal failures ). Ive sent email screenshots, called dozens of times, followed instructions I was given, and was misled repeatedly by employees of this company. 

I am requesting that the derogatory mark be removed from my credit report due to : Clear evidence of miscommunication and servicer error A long history of on-time payments Documented impact on my financial ability to secure credit Misleading or inaccurate instructions given to me by their staff

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation