Consumer complaint received 2024-07-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
Sent from Mail for XXXX From : XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : XXXX  ( NewRez Servicing ) ; XXXX XXXX XXXX. 
Cc : XXXX XXXX ; XXXX XXXX Relations ; XXXX XXXX XXXX XXXX XXXX Subject : RE : Breach of Trust By XXXX, XXXX, and XXXX Loan # XXXX Good afternoon Shellpoint Mortgage : XXXX Credit Report : They are reporting that it was you who Violated the very Terms of Protections that we were Promised we had under the Financial Program, you and Newrez Mortgage Servicing Approved, and placed me and my wife under which is a Violation of our Privacy Rights, and the Mortgage Laws which Im sure you are aware of. It also Violates the Consumer Financial Protections Laws, and the Fair Debt Collections Practices Act, and the XXXX XXXX XXXX. 

Were consulting with our XXXX XXXX at this time. This is an extremely Serious matter, and we urge you to take this matter in this way. Should we move forward, you will be contacted by our attorney. 


Thanks in advance, XXXX XXXX XXXX, and XXXX XXXX XXXX XXXX : XXXX Email : XXXX from Mail for XXXX  From : XXXX Sent : Thursday, XX/XX/XXXX XXXXXXXX XXXX To : LoanServicing ( NewRez Servicing ) ; XXXX XXXX XXXX. 
Cc : XXXX XXXX Subject : RE : Breach of Trust By XXXX, XXXX, and XXXX Loan # XXXX A DISPUTE SHELLPOINT MORTGAGE XXXX Report date : XX/XX/XXXX Back Reported balance {$350000.00} Actual payment amount Date of last payment XX/XX/XXXX Past due amount {$6100.00} Account status Not more than XXXX payments past due Date reported XX/XX/XXXX Payment details Last reported Review your last reported payment information and click FILE A DISPUTE to continue. 
Account type Mortgage Account owner XXXX Account XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Creditor classification Mortgage credit limit High credit amount {$370000.00} Term frequency Monthly Term duration Activity designator Date opened XX/XX/XXXX Date reported XX/XX/XXXX Date of last activity Payment Details Months reviewed XXXX Date of last payment XX/XX/XXXX Deferred payment start date Scheduled payment amount {$3000.00} Date closed Actual payment amount Charge off amount Delinquency History Balloon payment date Date of first delinquency XX/XX/XXXX Balloon payment amount Amount past due {$6100.00} Date of major delinquency reported Comments Consumer Disputes Reinvestigation In Progress Payment status View your monthly payment status by year. Click Historical details to select a category and dispute specific information. 








Historical details Select a category to view and dispute specific historical payment information. 
Lender or creditor contact information SHELLPOINT MORTGAGE XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX Can I contact a lender or creditor directly? 
Disputes A new dispute can not be filed because a dispute is in progress or under investigation for this account. 
1. Privacy Policy 2. Terms of Use 3. Ad Choices 4. XXXX XXXX XXXX XXXX Licenses and Disclosures Copyright XXXX XXXX XXXX All rights reserved. XXXX and the XXXX marks used herein are trademarks of XXXX XXXX XXXX product and company names mentioned herein are the property of their respective owners. 

My suggestion is that you immediately correct, and investigate this matter at once. 
XXXXXXXX XXXX XXXX XXXX XXXX XXXX Sorry it's taking us longer than expected to reply. We will respond shortly. 
XXXX - XXXX XXXX I can understand your concern please check with them and if they have updated the information and still not update please raise a dispute. 

I would be happy to update it for you if i have the access to do it but am so sorry i do not have access to update this information. 
XXXX - XXXX XXXX XXXX. I'm requesting a " Dispute '' here from XXXX now! 
You - XXXXXXXX XXXX Just to confirm you want to Dispute? 
XXXX XXXX XXXXXXXX XXXX Absolutely " YES ''! I'm not sure of what your not understanding! 
You - XXXX AM In this case I suggest you to Dispute : You can dispute items on your report via our online portal : XXXX : XXXX XXXX - XXXX AM The " LATE '' Reporting of XXXX Months " MUST '' be Disputed NOW! ASAP. 
Next, I need to know, what the XXXX I'm on is not reading out to me all of my credit information, and score? 
You - XXXXXXXX XXXX You mean for this : Shellpoint Mortgage Servicing you want to Dispute it XXXX - XXXX AM YES! 
XXXX - XXXX XXXX XXXX Your patience is appreciated. I will be with you shortly. 
XXXX - XXXX XXXX XXXX XXXX Months LATE! Yes! 
You - XXXXXXXX XXXX Let me check that for you XXXX - Now Good morning Shellpoint Mortgage Servicing Above you will find the XXXX Credit Report Indicating you Shellpoint Mortgage Reported me, and my wife XXXX XXXX XXXX late after we were approved for A XXXX Financial Assistance which included no derogatory information to be reported to any of the XXXX major credit agencies. 

Please explain to us in detail what happened Sent from Mail for XXXX  From : XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX ( NewRez Servicing ) ; XXXX XXXX XXXX. 
Cc : XXXX XXXX ; XXXX Subject : Breach of Trust By XXXX, XXXX, and XXXX Loan # XXXX Good afternoon, Shellpoint Mortgage Servicing XXXX Newrez This is XXXX XXXX XXXX, and XXXX XXXX XXXX. WE entered into, and was approved on a XXXX XXXX XXXXXXXX with Shellpoint to assist us with our loan. Before we agreed to the terms of this assistance our first point of contact XXXX XXXX assured us that our credit would not be affected nor would we be reported as late to any creditors or credit companies, just the opposite occurred with XXXX, XXXX, and XXXX whom all three somehow has reported both of us { XXXX  Months Late } while we were both under the protection of the Shellpoint Mortgage Special Payment Plan. This plan was to end sometime in XX/XX/XXXX. We were then eligible for a new XXXX XXXX for XXXX XXXX in XX/XX/XXXX but we sold our home on XX/XX/XXXX, and paid our loan off including all the state taxes prior to the ending of our initial first XXXX XXXXXXXX  that was approved, and agreed upon by all parties including both myself XXXX XXXX XXXX XXXX, and my wife XXXX XXXX XXXX. This agreement was somehow breeched because ALL XXXX XXXX Credit Bureaus to include XXXX, XXXX, and XXXX who all XXXX have reported Derogatory Financial Disparaging Credit Decisions on both of our credit reports which is affecting our credit scores on both parties. 

The question : How did XXXX, XXXX, and XXXX lean of this? Who or what informed them that we were possible or late on our Mortgage which under the terms of our XXXX XXXX, we would not be considered as LATE, period. 

Since XXXX, XXXX, and XXXX can only REPORT what is given or updated to them, the question is : DO they have a XXXX  or XXXX Intelligence that REPORTS regardless of a Creditor REPORT directly to them on current Loan Payment information? 
If this is the case, then this would be a Violation of LAW, and our RIGHTS of Privacy, and our Financial Information Ive instructed our XXXX Attorney to review this matter, with the opportunity for Shellpoint Mortgage Servicing XXXX Newrez LLC to review this matter internally, and find out what broke Down, and how the XXXX Major Creditors could violate our personal, and financial rights. 

At this point, we dont hold Shellpoint Mortgage Services & Newrez at fault but after the review has been completed, the area of responsibility may need to be revisited regarding Shellpoint Mortgage Servicing to check it in fact you were indeed responsible for the breach of Negative Financial Information Released to ALL XXXX Major Creditors XXXX, XXXX XXXX and XXXX I did place a call to Shellpoint Mortgage Servicing today to the customer service center, and spoke with their Representative XXXX XXXX I fully explained this matter, and issue directly to him, and made sure I asked if the call was being recording because it may become part of a Legal Matter. I also explained to XXXX XXXX how I felt this matter may play out in a court room with a Jury, and a Judge. 

What we want : Want the agreement we entered to be ENFORCED with ALL of its said PROTECTIONS of our credit, and its reporting by not reflecting that we would be shown has LATE on our Mortgage while we were within the Legal Limits. And Guidelines of that XXXX XXXX XXXX. No matter what happens, were not releasing any of the XXXX creditors listed above from Legal harm done to us, and will look to seek a remedy in a court of law based on our Attorneys assessment of this possible case. In the meantime, we want everything to be corrected at once asap. We understand that Shellpoint Reports between the XXXX, and XXXX of each month, and this report is what XXXX, XXXX, and XXXX should, and must base their credit reporting on, what happened? 

We look forward to all of your answers. Should you need any additional information to resolve this issue, please respond by this email or phone call. We will be sending the credit reports containing the status of { XXXX  Months Late } by the XXXX Major Creditors listed above. 

Thanks in advance, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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