Consumer complaint received 2022-05-18
Company: Shellpoint Partners, LLC
State: CT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
" Shellpoints '' reporting to " CRAs '' are riddled with copious errors. Despite " Borrower 's '' multiple requests from XX/XX/XXXX through XX/XX/XXXX for " Shellpoint '' to repair the copious errors on the mortgage loan providers reporting to " CRAs, the errors remain. 

Most noticeable was the disappearance of the six ( 6 ) year Foreclosure Started ( FS ) notation on Shellpoint reporting to " CRAs. '' The FS notation was included in Shellpoints monthly reporting to " CRAs '' from XX/XX/XXXX through XX/XX/XXXX. The FS notation is in reference to XX/XX/XXXX, foreclosure, one week after " Borrower '' contacted " Shellpoint '' on XX/XX/XXXX, requesting to speak to a supervisor about the questionable activity on Borrowers " Account ''. 

According to a XX/XX/XXXX conversation with " Shellpoint CSR, '' " Shellpoint '' allegedly rescinded foreclosure on XX/XX/XXXX. Provide Borrower XX/XX/XXXX, order to rescind foreclosure. Provide Borrower XX/XX/XXXX, intent to foreclose notification for Shellpoints lawyer. However, " Shellpoint '' did not remove the FS status from Shellpoints CRAs reporting until " Borrower '' filed a XX/XX/XXXX, CFPB complaint in regards to Shellpoints CRAs reporting, unrelated to FS notations. " Shellpoint '' caught the error in Shellpoints CRAs reporting by accident and removed the negative monthly reporting after six ( 6 ) years. If " Borrower '' had not sent a complaint requesting Shellpoints " CRAs '' reporting be repaired, the XX/XX/XXXX FS notation would still be on " Shellpoints '' monthly reporting to " CRAs. '' The subsequent noticeable discovery was the High Balance of {$170000.00} was not wholly removed from Shellpoints " CRAs '' reporting after " Borrower '' had sent QWRs establishing the {$170000.00} High Balance is not associated with " Borrower 's '' " Account ''. However, the {$170000.00} High Balance is reported throughout the Payment History of the Shellpoints " CRAs '' reporting. Borrowers " CRAs '' XXXX Credit Report shows XX/XX/XXXX and XX/XX/XXXX Account High Credit to be {$170000.00}. 

" Shellpoint '' s XX/XX/XXXX response to " Borrower 's '' " CFPB '' XX/XX/XXXX complaint states, " Shellpoint '' is obligated to furnish the " CRAs '' with accurate information. " Borrower '' claims " Shellpoint '' uses this line as an excuse to deny customer requests, but " Shellpoint '' does not practice the obligation of furnishing accurate information in reports to " CRAs. '' " Borrower 's '' XX/XX/XXXX, " CRAs '' XXXX Credit Report shows XX/XX/XXXX payment 30 Days Past Due ; August 2016 120 Days Past Due ; October 2016 120 Days Past Due, while no payments were made to " Account '' from " Borrower '' in XXXX. Shellpoints CRAs reporting is inaccurate. 

" XXXX XX/XX/XXXX response to " Borrower 's '' " CFPB '' XX/XX/XXXX complaint states, " Shellpoint '' is obligated to furnish the " CRAs '' s with accurate information. The information in " Shellpoints '' reporting to " CRAs '' continues to be inaccurate after multiple requests by " Borrower '' to update Shellpoints " CRAs '' reporting with correct information. 

" Shellpoint '' responded on XX/XX/XXXX, to " Borrowers '' XX/XX/XXXX, " CFPB '' complaint, stating, Although an error was made on loan, the responses did not provide corroboration a credit correction would be made as there was not an impact to the credit reporting. 

" Borrower '' holds to the argument ; one may surmise " Shellpoint '' XX/XX/XXXX forgiveness and reversal of ALL past due fees and payments between XX/XX/XXXX and XX/XX/XXXX goes hand-in-hand with the removal of negative past due to payment statements on Shellpoints " CRAs '' reporting for XX/XX/XXXX through XXXX. 

Remove ALL negative Shellpoint monthly reporting to Borrowers CRAs reporting for XX/XX/XXXX through XX/XX/XXXX, immediately. 

Provide goodwill gesture removal of ALL negative Shellpoint monthly reporting to Borrowers CRAs from XXXX through XXXX, immediately. 

On XX/XX/XXXX, " Borrower '' sent a CFPB complaint to " Shellpoint '' communicating, XX/XX/XXXX credit reports for " Borrower 's '' " Account '' show XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments as being unavailable. However, a XX/XX/XXXX credit report showed XX/XX/XXXX payment as being on time. XX/XX/XXXX payment was made on XX/XX/XXXX. XX/XX/XXXX payment was made on XX/XX/XXXX. XX/XX/XXXX payment was made on XX/XX/XXXX. 

" Shellpoint '' responded to Borrowers XX/XX/XXXX, CFPB complaint on XX/XX/XXXX, through CFPB 's online portal. " Borrower '' did not receive a written response through the mail. However, CFPB 's '' website was down for repairs or maintenance when " Borrower '' went to read the response. 

" Borrower '' called " Shellpoint CSR on XX/XX/XXXX, to verify the payment dates " Shellpoint '' had for the first four ( 4 ) monthly payments for XXXX when " Borrower '' was verbally accosted and refused service by " Shellpoint CSR. 

Provide Borrower audio recordings of conversations on XX/XX/XXXX, with two ( 2 ) Shellpoint CSRs and Shellpoint Supervisor. Provide Borrower with written transcripts of conversations on XX/XX/XXXX, with two ( 2 ) Shellpoint CSRs and Shellpoint Supervisor. Provide Borrower complaints filed on XX/XX/XXXX, by Shellpoint CSR and Shellpoint Supervisor.

" Borrower '' retrieved " Shellpoint 's '' response to XX/XX/XXXX, CFPB complaint on XX/XX/XXXX, when the CFPB online portal was operational. " Shellpoint '' admitted that another error has occurred in Shellpoints " CRAs '' reporting, Our records indicate " Shellpoint '' responded to three Automated Credit Dispute Verification disputes and provided the date of " Account '' information as of XX/XX/XXXX, which resulted in the payment history profile not being populated with the " CRAs '' beyond XX/XX/XXXX. 

We can confirm the XX/XX/XXXX credit reporting file was submitted to the " CRAs '' during the month of XX/XX/XXXX and your payment history profile will re-populate the XX/XX/XXXX through XX/XX/XXXX installments as current. 

The experiences " Borrower '' has had since working with " Shellpoint '' to correct errors in Shellpoints " CRAs '' reporting have been just as stressful and angst-ridden as was the process of obtaining a prompt and correct answer from " Shellpoint '' about the XX/XX/XXXX questionable " Account '' activity. 

On XX/XX/XXXX, " Borrower '' asked, " Shellpoint SPC '' if copies of Account communication logs and notes could be obtained if " Borrower '' put the request in writing.

" Shellpoint XXXX  '' informed " Borrower '' that the only way to obtain the call records and notations was in a courtroom. To make sure " Shellpoint XXXX '' understood what " Borrower '' was asking. " Borrower, '' asked, " Shellpoint XXXX '' to clarify what " Shellpoint XXXX '' had stated. 

" Shellpoint XXXX  '' repeated " Shellpoint XXXX  '' statement, informing " Borrower '' that " Borrower '' would have to go to the courtroom to obtain the communication records and notes for " Account. '' " Borrower '' questioned " Shellpoint Manager over the phone on XX/XX/XXXX, about the truth behind the " Shellpoint Manager statement.

When pressed for a response, " Shellpoint Manager stated " Shellpoint Manager believed the statement may be false but could not be sure until " Shellpoint Manager researched it further. " Shellpoint Manager never provided results of " Shellpoint Managers research into Borrowers question.

Provide Borrower audio recordings of conversations on XX/XX/XXXX, with Shellpoint CSR and Shellpoint Manager. 

Provide Borrower with written transcripts of conversations on XX/XX/XXXX, with Shellpoint CSR and Shellpoint Manager. 

Provide Borrowers complaint filed on XX/XX/XXXX, by Shellpoint Manager. 

Provide results of Shellpoint Managers report into the legality of Shellpoint CSRs answer to Borrowers question.

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