Consumer complaint received 2021-11-08 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Shellpoint Partners, LLC
State: MN

Complaint narrative:
My loan was placed in forbearance XX/XX/XXXX due to COVID. My forbearance ended and my payments were to resume XX/XX/XXXX. I was living out of town for through XX/XX/XXXX and upon my return found the documents to get my loan up to date and submit a Partial Claim. I immediately called and was given a phone number to get a mobile notary to my house to sign the papers. During that phone call, I explained that I had been out of town and didnt realize there were document waiting for me. I received no emails and no phone calls. I was told at that time to just start making the payments and it would be fine. 

After several attempts to get the document notarized no call backs, two no shows for scheduled appointments, I paid a notary {$100.00} to come to my house and sign the documents. During all of this time, I was in weekly contact regarding my loan and was assured to keep making payments and my credit would not be impacted. I received the notice stating that at the end of XXXX credit protection would end and I went over that with the loan servicer who assured me my credit would not be impacted because I had been in constant contact, the issues with the notary and the continued payments. She told me to send in the forms that were signed. 

Two weeks later, I was still unable to make payments online so I called again. I was told that there were new papers sent out that needed to be notarized. I had never received those papers or any type of communication stating they were coming. I was told on the call that emails had been sent. I check my inbox and junk folders and there was nothing. I checked my voicemails and there was nothing. I told them to send the papers again and I would get them signed. I continued to make timely payments. I asked again if my credit would be impacted and the answer was no. 

My Partial Payment papers were finally done in XX/XX/XXXX and I was able to continue making payments. I then received a notice stating that my credit had been updated and I was showing a late payment for XX/XX/XXXX. I immediately called and put in a dispute. I explained the situation. I received no response. I called again and was told a response was sent. I looked for it and was unable to locate it in any email. The loan servicer sent it to my work email unsecured and I was finally able to access it. These messages were NEVER put in the online system message inbox so I was never able to access them. I told her all that I detailed above. I sent her a copy of my bank statement which showed the timely payments, including XX/XX/XXXX. She told me she would submit it and Id hear back. 

I called on XX/XX/XXXX for an update and was told a message was sent. I did receive a message on my work email, but when I went to the link it said it was expired. I asked the loan servicer to send me the letter. I finally received the denial letter and was given a general email ( XXXX ) to dispute it. The same day, I provided all of this same information, including images showing the payment withdrawals from my account, to that email. I never received an email or phone response. 

On XX/XX/XXXX, I pulled my credit again and there was a new 60 day late mark for XX/XX/XXXX. I resent the same email as on XX/XX/XXXX asking for an update and for them to review/ remove the new late payment. I never received a response. 

The communication process has with this company has been extremely difficult. I was told things that are proven not to be true. I am in the process of refinancing my loan and this is impacting my new rates as well as any future options I may have. 

I continued to work with the processor at NewRez, after escalating the issue because there was no communication with her on my refi either, and I finally heard back from her on XXXX XXXX, XXXX stating she was out the entire week before but that she now needed to pull a whole new credit report. I told her about the disputed late payments and she agreed to reach out to the credit department to see if she could get a resolution. On XX/XX/XXXX she sent over a notice showing my payments were made, but that they applied them to the past due balance which was already being processed through the mitigation process and not to the new payments, which is why they showed late. She agreed that this did not seem correct and that it should be updated and said she would reach out internally to get it fixed. 

On XX/XX/XXXX she said they reviewed the file and the late payments will stand. I asked her for direct contacts to who denied my request so I could work with them directly. She sent me the same general that I have never received a response from previously. 

This is not an accurate credit reporting. I did every thing I was supposed to. I stayed in communication. I made the monthly payments after the COVID forbearance ended. This needs to be updated with the credit bureaus ASAP so I can move forward with my refinance.

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