Consumer complaint received 2020-09-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Please, I am begging you to help me. Please don't accept the lies that Shellpoint with provide you without doing a full investigation. 

New Rez dba Shellpoint Mortgage Servicing placed my account into an unauthorized and illegal forbearance program on XX/XX/2020. This was done without my consent or knowledge. Prior to this forbearance, my account was set up to draft payments bi weekly. I have also just learned that from the inception of the loan that payments have not been properly applied or at least timely which means daily interest has continued to accrue and portion of payments applied to principal have been less, interest paid has been more. This had been going on for two years to my account. ( Attached is my payment history with New Rez ) Because my account was placed in to an unauthorized forbearance program, New Rez deducted two payments from my account in XX/XX/2020 only to find out that one of the payments was redeposited. I called XX/XX/XXXX to find out why two additional payments were also not deducted for XXXX and that is when I learned of the forbearance program, I immediately insisted that we be removed and logged onto New Rez to make payment. A week later, I realized that New Rez did NOT accept that payment either as they stated it was not a full payment because of the returned payment in XXXX, which nobody from New Rez could explain. All phone calls are recorded from New Rez, when we called, nobody could explain why this happened. We also started to get NSF fees applied to our account. In the first week of XXXX I had to pay New Rez XXXX dollars, full payment for XXXX, XXXX and half a month for XXXX to get out of this mess. New Rez will also not allow me to set up reoccuring payments any longer. 

Since this has happened, they have reported me delinquent with the credit agencies affecting my credit. My credit has dropped from XXXX in XXXX to XXXX in XXXX. As you may know, under the CARES Act, no loan accounts placed in forbearance may be reported as delinquent, making the action taken by Shellpoint outright improper. ( I am also attaching a letter from Shellpoint, admitting to error and yet refusing to fix my XXXX  ) Shellpoint has refused to fix my XXXX  showing that I am delinquent on my account. I only found out from hiring an attorney that according to shellpoint my account was still under forbearance through XXXX. I am trying to refinance my home to get away from Shellpoint but my new lender is in need of a correct XXXX   which Shellpoint will NOT provide. I am unable to reapply for a new refinance after my lock expires because shellpoint has destroyed my credit. 

What they are doing with payments is also illegal. They are affecting thousands of consumers with their illegal practice. A full investigation needs to be completed. They are illegally placing people without their knowledge into forbearance and then turning around to ruin their credit, and reporting them delinquent, all illegal acts. They are not applying payments correctly stealing thousands of dollars in interest from consumers like me. 
Heres correspondence received from NewRez dba Shellpoint Mortgage Servicing acknowledging the error.. Note that the loan account was placed in forbearance on XX/XX/2020 and the account remained in such status until XX/XX/2020.

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