Consumer complaint received 2022-05-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
Re : Error Resolution Notice under 12 C.F.R. 1024.35 I am writing to request the correction of the errors described below regarding the mortgage on my property, Real Estate Tax Payment Errors : Under the Tax/Insurance Statements section on NewRez.com, both property tax installment amounts should be listed and paid on their respective due dates in the amounts of {$2800.00} each. Your company has the 2nd installment amount, payable on XX/XX/XXXX, incorrectly listed as {$2700.00}. 
o Resolution : Please correct that amount to {$2800.00} in your records so that it will be paid correctly and displayed correctly on your website.

Credit Reporting Errors : Your company unlawfully failed to consistently report my mortgage loan accounting information to XXXX, XXXX, and XXXX since your company acquired servicing of the loan in XX/XX/XXXX. Please let me know if you would like past copies of my credit reports showing your companys inconsistencies. 
As a result, your company caused my credit score to fall, which depicted an inaccurate and lower credit score due to your companys inconsistent reporting. 
Your company did not respond to my email communication that was generated on your website when I wrote to report the inconsistencies. 
Your company supplied a phone number that always resulted in a busy signal when I called it to report the inconsistencies. 
I filed a complaint on XX/XX/XXXX, with the CFPB regarding the inconsistent credit reporting ( among several other issues ) because I could NOT contact your company any other way to discuss said issues. 
As a result of my CFPB complaint, on XX/XX/XXXX, in an attempt to hide your companys unlawful inconsistent monthly credit reporting errors, your company maliciously damaged my credit score further by abruptly removing the mortgage loan tradeline in its entirety, without any notification, from all credit reporting agencies, two years and five months after your company began reporting the same loan to the same agencies, citing a Chapter XXXX Bankruptcy that had been filed XXXX years ago. This caused my credit score to drop XXXX points unexpectedly. 
As your company stated in your XX/XX/XXXX, CFPB response letter, the mortgage lien survived the discharge, and Shellpoint will continue to service the loan according to the original agreement. 
o Resolution : To prevent litigation, please immediately submit an interim report to repair the damage your company vindictively caused and add the credit line to restore my credit score. In addition, please consistently report the mortgage loan monthly, as required by law, to the credit reporting agencies to prevent further damage and/or litigation. 

o I have solely owned and maintained this home for twenty-six years. I am current on the mortgage loan and have over {$150000.00} equity built up in the home, according to the refinancing documents your company continues to send me monthly. I am a XXXX divorced teacher who solely raised my children in this home. 

Supporting Documentation : It is my right to request documentation supporting your determination that an error did not occur. Please provide ALL supporting documentation proving that your company has not caused errors in the servicing of my loan, specifically monthly credit reporting from XX/XX/XXXX XX/XX/XXXX. 

In your companys CFPB response letter, dated XX/XX/XXXX, your company admitted to at least XXXX error : " Newrez receive a billpay payment of {$1100.00} on XX/XX/XXXX, which was placed in the unapplied account. On XX/XX/XXXX, Newrez removed the unapplied account balance of {$1100.00} and reapplied the payment to the XX/XX/XXXX, installment. Newrez XXXX had determined that the funds were placed in the unapplied account due to an error on XX/XX/XXXX, but the error was corrected when the payment was posted to the XX/XX/XXXX installment.

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