Consumer complaint received 2023-09-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Since XX/XX/XXXX, I have been in constant contact with New Rez/Shellpoint to initially request PMI be removed and to change my insurance provider information. That's were the problem started. 

*Initially, I was told account was very qualified to remove PMI, I moved forward to pursue, completing the required doc to request that the agent supplied and submitting via email on XX/XX/XXXX, sending to the email the agent supplied. 

*I received a letter dated XX/XX/XXXX from NewRez stating that I was denied for PMI due to 5 reasons, all of which all were untrue ( late payment, not qualified for PMI XXXX subordinate lien on property, etc ). 

*Upon receiving above letter, I called New Rez again, this time to find out from Agent XXXX 1 ) that my escrow account associated with my tax collection timeframes had been changed creating a larger significant monthly collection, of which I was not notified or given a choice, which created a deficit to the escrow account. ( he said he would switch this back to the original timeframe ) and 2 ) That funds had been received into the account, but not applied to my account and that the late fees generated ( reminder, the funds were still sitting in account, fully visible on my statement, but not applied to account ) needed to be paid before they could move forward with the PMI removal. Angry, but wanting to resolve the bigger picture, I obliged and paid the fee. ( These fees also included an inflated additional funds that had they 1 ) kept escrow account timeline as it previously was and 2 ) removed the PMI as promised originally would not have been needed to be collected, nonetheless, again I wanted to keep big picture, remove PMI, save money! ) XXXX assured me he will take care of all of it. 

*received a letter dated XX/XX/XXXX stating I am now eligible to remove PMI If you reinstate your loan and become current. Please remember, all funds owed are still sitting in my NewRez account unapplied. Since I just paid all outstanding fees that they claimed I owed, just the day before I received this letter, I thought we were square. 

*Upon receiving my XXXX statement, it was clear that non of the repairs promised to the account mentioned above had been cleared up. The original monthly payment ( which is and has always been, on autopay via my bank ), the late fee payment and the following months payment can all be see on my statement as " Partial Payment unapplied '' on my statement, just sitting there, all the while I am receiving late fees! Agent XXXX could not believe and agreed these problems were something he had never seen and assured me that he would take care of it once I paid the late fee, he could get to proper department and I was to give it a few weeks to all pan out. He suggested I call back to verify everything was ok around end of XXXX. 
*Later that week or around, I received a letter dated XXXX, certified mail from New Rez stating that they had made several attempt to contact me with no success and to avoid foreclosure I needed to contact them. WHAT THE XXXX! I honestly thought that perhaps this got crossed in the process, and had already been squashed, but nonetheless, I wanted to make sure. 

XXXX contacted NewRez once again, spoke with Agent : XXXX XXXX, she also told me that this was very unusual and escalated the account to Dept Research Team. Then proceeded to tell me that the department is over whelmed and not to expect a call back or response anytime soon, " they are weeks behind on phone calls ''. At this time I requested to speak with a Manager, I was unable to receive a reference number, a phone number to contact the department directly and I literally just had to take her word. I was done with that. 
XXXX spoke with Manager XXXX XXXX she assured me account was escalated to be reviewed and she herself was going to " Remove late-fees immediately '', " request PMI be removed '' and " request a new escrow account disclosure '' so we can get back on track. 

On XX/XX/XXXX, I received a call from my son, also on the loan, that the home he was trying to purchase, he was unable to pursue due to his Credit score dropping over XXXX points due to a late report on his credit from this loan! Lender was unable to fund! I then pulled my credit to find that my score had also dropped XXXX point due to this same 30 day late from NewRez. 

Both, my son and I, have been diligently working, for over 5 years, on our credit and are both XXXX XXXX Citizens that have tried to do the right thing all the way across the board. I have no idea what the reach is for your organization, but this is XXXX, in my opinion! We now suffer at the expense of NEWREZ fraudulently reporting on our Credit Score. 

I have sent a letter to NewRez/Shellpoint requesting an immediate reversal/removal on our credit scores with all agencies and a personal explanation/apology letter to each of us for this complete lack of fiduciary duty by a lender. I hope you hear our plead and are able to assist to resolve.

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