Consumer complaint received 2021-10-29
Company: Shellpoint Partners, LLC
State: CT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I finally was able to receive a response from Shellpoint mortgage regarding issues with my load modification process and credit reporting 's. I am now writing because I do not agree with they decision made by the lender. in their response they state that because i did not use their mobile notary that they will not remove/ or make an accurate remark on my credit report... I am now asking Shellpoint to review all calls and emails between my self and Shellpoint. At no moment was I offered to have a mobile notary come to my house, in fact I was unware of this service as my side point contact XXXX XXXX never informed of this. once the recording are review of my phone calls/ email communication you will find out that this is the truth. I am aware of the cares act and thus the reason I had my 1st loan modification agreement notarized on my own and paid for on my own so that everything would be sent in on time which was the case. the issues started with the notary from XXXX acknowledging the witness as the primary so this agreement was not accepted. When I received the second agreement I called XXXX XXXX and asked why I received another agreement to which she let me know the reason as stated above. In no moment did she offer me a mobile notary. so i went out again to have this agreement notarized on my own and sent in. I then received a 3rd agreement because Shellpoint put the incorrect amount on the second one. At this point I called Shellpoint as i was upset that this kept happening. It was not until this phone call that i was told about the mobile notary which i requested to go home .... in the recorded call I remember specifically telling the customer service rep that I wish I knew about this mobile notary because I would have had from the start of this process. In Shellpoints response they state that they will not do anything regarding the first credit reporting because I decline their mobile service. This is 100 % false information I never once declined a mobile notary. I am asking as a customer for the compliance team at Shellpoint dig a little further into this matter by actually listening to all the reordered calls and emails to see that I have no fault at all in what has transpired into such a huge matter that is now hurting my credit score. In fact I remember specific conversations with XXXX XXXX that again are recorded where not once did she mention a Mobile Notary and all the false information she was providing me with. the delay in processing my final agreement has been severely delayed because of the fault of others, the notaries no doing the correct things, Shellpoint putting the wrong amount of one of the agreements and XXXX XXXX giving me false information. Again the response to my first complaint needs to be looked at a little further to uncover the truth as to what really went happened. I for sure don't appreciate the lie in the response about me declining the fist mobile notary. none of this has been my fault. I as a customer have done everything i need to do on my end all the agreements were sent in ; in a timely manner. the delays have been at fault of others. I am asking for this to be looked into so that all credit reporting 's are accurate

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