Newrez LLC Shellpoint Mortgage Refused to remove a one-time late payment due to death in my family Fort Washington PA

NewRez took over my loans a few years ago, I actually have two loans with them so I erroneously thought they would treat me like a valued customer. First, they failed to provide my loan information to the credit bureaus, so for over a year there was no evidence of my loans on any of the three agencies. I called, wrote letters, complained to the three agencies to no avail.

Now, after having an impeccable payment history and always making sure everything was up to date, I had a death in the family in Nov of 2021 which led to my being distracted and missing a payment. I didn’t realize I missed the payment until I got a letter from them the following month (no one bothered to send me an email, text, or any immediate notification when the payment was missed).

Once I realized the oversight, and again, this was just a mistake due to my dealing with the death of a close family member, I immediately paid the missed payment plus the late fee thus restoring my account to full standing. Even though the error was barely 31 days, they reported my late payment to the credit bureaus without even reaching out to me.

After I paid them in full and restored my account to full standing (again barely passed the 30-day mark) I wrote them a goodwill letter begging them to please excuse this one and ONLY mistake. After not receiving any response, I decided to call them and in the rudest matter, they told me there was nothing they could do because the late payment was correctly reported. I had perfect 800 credit and now is 80 points LOWER and will stay that way for SEVEN YEARS because this ruthless and unscrupulous company couldn’t make one lousy exception for a solid customer with a legitimate excuse.

I find this company's actions despicable, they are heartless, ruthless, discriminatory, and have a complete disregard for hard-working loyal customers.