Consumer complaint received 2020-09-14
Company: Shellpoint Partners, LLC
State: SC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Good evening, I am having a problem with my Mortgage Servicer reporting a payment as 30 days late for the month of XX/XX/XXXX. I in fact were not late, and my payment was paid to Shellpoint on XX/XX/XXXX approximately, in which Shellpoint Mortgage themselves acknowledge. The problem is when they received the payment, Shellpoint never applied my payment to my account as a '' mortgage payment '' instead they tried to apply a portion to of my mortgage to some late fee I had no knowledge of, then applied the remaining into and account labeled " unapplied funds ''. I paid the full amount listed as the mortgage payment for the month of XX/XX/XXXX, the full amount showing owed! After I paid my mortgage payment for XX/XX/XXXX, I received a phone call from Shellpoint 's collection department, asking for my XX/XX/XXXX payment, when I explained to their representative, I had just made my XXXX payment, they replied no that was XXXX 's payment. I stated no I also made, XXXX 's payment on XX/XX/XXXX, she ask me to hold while, she tries to find out where my payment went. She came back several minutes later and admitted, that they took part of my payment for a late fee, put rest into unapplied funds, which she stated should not have happened and was extremely apologetic and would correct the problem immediately, Both XXXX and XXXX 's payments applied properly and she explained that all the inaccuracies, with my account and credit bureaus would be corrected in a few days. The only correction that was made, was to hide their error of applying my payment incorrectly, my account and credit were never corrected! I have made several attempts with Shellpoint to have the payment and credit to reflect properly, I get lots of promises, but no results. This has caused me several problems, with my credit card companies raising my rates, because I am a " risk '' now and when I applied for a new car loan, I had to take a much higher interest rate, due to the late payment on my mortgage all of which have cost me thousands of dollars more in interest. Which brings me to the current problem, I have now, because of Shellpoint 's inaccurate reporting on my Mortgage account, I have an insurance check from my Homeowners insurance company, for hail damage to my roof, that written to Shellpoint and Me. Because the estimate was written as the date of loss XX/XX/XXXX, Shellpoint will not endorse the check and allow me to put it in my bank and distribute as I see fit, they want me to endorse it over to Shellpoint, and let them control them control the funds and distribute how they see fit! The person I was speaking with at Shellpoint 's insurance loss department, stated that if my mortgage  was reflecting as current for the month of XX/XX/XXXX, I would not have to be on a monitored plan, All that would be required was a legal copy of the check, they would endorse it and allow me to control how the funds are distributed at my leisure. She told me to reach out to their customer service again, to get it corrected, which I did and was told the XXXX Payment would corrected to show as current and the late payment would be removed from my credit, it would all be completed on XX/XX/XXXX. I called Shellpoint today XX/XX/XXXX, nothing has been corrected and I would have to speak to another rep and start a ticket all over again. All of my conversations regarding this are recorded, which they acknowledge every time I speak to them, so they are very aware of this problem and what has been stated.

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