Consumer complaint received 2020-11-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
Dear Consumer Financial Protection Bureau I am writing to dispute the following information appearing on my credit bureau reports for XXXX, XXXX  and Experian consumer report for XX/XX/XXXX. This information was provided by Shellpoint ( NewRez ) concerning my mortgage payments. 

Contact information for Shellpoint ( NewRez ) Mortgage Servicing is : phone no. : XXXX hours of operation : Monday-Friday XXXX Saturday XXXX XXXX address : NewRez LLC dba Shellpoint Mortgage Servicing XXXX NMLS ID : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, SC XXXX NMLS ID # XXXX The current status of my account is not correct. My credit report shows that according to Shellpoint, I was late making my XX/XX/XXXX payment. I made this payment on time ( see attachment # 1. showing my bank statement with NewRez Shellpoint cashing the check on XXXX XXXX, XXXX. My payment is not considered late until it is received after the XXXX of the month. My XXXX, XXXX payment would have been sent in earlier in the month but I had to spend the early part of XXXX in many phone conversations with Shellpoint and NewRez trying to resolve a real estate tax issue. I have not been late with payments to Shellpoint ( NewRez ) or Ditech. ( Ditech sold my account to NewRez ( Shellpoint ) ). See attachment # 2. showing my payment history provided by XXXX XXXX XXXX XXXX 

Concerning my XXXX, XXXX mortgage payment, Shellpoint ( NewRez ) knowingly and wrongfully included additional new charges for real estate taxes in which I am exempt. Shellpoint ( NewRez ) did this with full knowledge that I was exempt from real estate taxes as indicated by records maintained by Shellpoint ( NewRez ). This wrongful and willful action taken by Shellpoint ( NewRez ) caused my XXXX, XXXX mortgage payment to increase by about {$900.00}. 

I attempted to resolve this real estate tax issue on XXXX XXXX, XXXX by notifying Shellpoint ( NewRez ) of their error via a phone conversation and faxed them a copy of my real estate tax exemption status for year XXXX. See attachment # 3. showing fax sent to Shellpoint ( NewRez ) dated XXXX XXXX, XXXX including my Real Estate exemption certification. See also, attachment # 4. showing the XXXX through XXXX, XXXX mortgage statements. Please take note of the nearly {$900.00}. increase from XXXX, XXXX to XXXX, XXXX due to Shellpoint ( NewRez ) 's erroneous charge for real estate taxes. 

According to several Shellpoint ( NewRez ) representatives I've talked to, Shellpoint ( NewRez ) records show that I have been exempt from real estate taxes but for reasons not provided to me, Shellpoint ( NewRez ) decided to start billing me for real estate taxes beginning XXXX, XXXX. My personal records show I have been exempt from real estate taxes since XXXX. See attachment # 5 showing a several year history of my real estate tax exemptions. My current real estate tax exemption continues until XX/XX/XXXX. I have never before been charged for real estate taxes in past months by Shellpoint ( NewRez ) or Ditech which sold my mortgage to NewRez. 

For my XXXX, XXXX mortgage payment, I paid {$1000.00} which was the amount I was told to pay by a Shellpoint ( NewRez ) representative on XXXX XXXX, XXXX during a phone conversation. Shellpoint ( NewRez ) records phone conversations so there should be a phone record of this conversation. Even though I provided proof to Shellpoint ( NewRez ) on XXXX XXXX, XXXX that I was exempt from real estate taxes, Shellpoint continued to identify my payment as a partial payment because the payment did not include real estate taxes. Shellpoint ( NewRez ) then notified the Credit Bureau that I had made a late payment for XXXX, XXXX because it did not include real estate taxes. 

I made my XXXX, XXXX mortgage payment to NewRez Shellpoint which I am contractually obligated to do. This payment was made on time. Since then, Shellpoint has corrected my mortgage payment so it does not include a charge for real estate taxes and refunded a late payment charge. See attachment # 6. showing my new normal payment and refund of the late charge. However, for the last 90 days, Shellpoint ( NewRez ) has failed to take action to delete the 30 days late payment notice for XXXX, XXXX which they sent to the credit bureaus. 

Shellpoint must delete this late payment notice on all credit bureaus which they have allowed to persist for over 60 days. See attachment # XXXX showing the late payment notice appearing at XXXX XXXX and the damage done to my FICO score. 

Please see enclosed attachments. 


Thank you for your assistance.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation