Consumer complaint received 2020-05-26
Company: Shellpoint Partners, LLC
State: SC
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: Investigation took more than 30 days

Complaint:
To Whom It May Concern : I refinanced my mortgage with Shellpoint Mortgage last XXXX. There were issues with my payment being received and applied to my account when I signed up for the bi-weekly payment plan at the time of the refinance. 

Several months went by and we were able to get the payment schedule corrected and the payments started to draft bi-weekly from my checking account. 

On XX/XX/XXXX I received a call stating that my mortgage payment had not been received and a late fee had been applied to my account. Baffled, I explained to the customer service representative the same as I explained above. 

I was then given two excuses by two different representatives of what happened to my account. The first was that I contacted customer service and advised that I wanted to unauthorized Shellpoint from drafting my mortgage payment which is absolutely a fabrication. 

I then had to call back again and speak to another representative because of the rudeness, total disrespect, and condescending attitude towards me as I tried to rectify a problem that was of no fault of my own. The second representative that I spoke with told me that I had insufficient funds in my bank account and funds could not be drafted from my account. Again, an absolute fabrication of the truth. 

Furious by this time, I called my credit union to see what had happened with my mortgage payment. My credit union then advised me that Shellpoint did not attempt to withdraw the money from my account and that sufficient funds were available for withdrawal. 

I then called back to Shellpoint and notified a representative of what I had learned from my bank. I was then instructed to get a letter from my bank stating what I explained to you above. I then submitted the letter to Shellpoint and was advised that the problem would be resolved. I was also advised that I could dispute the information to the credit bureaus and it would be removed or deleted once Shellpoint receives the disputed information. 

I followed the recommendation of a Shellpoint representative and disputed the information. I was then notified by email from the credit bureaus that Shellpoint had updated the information. I went into my account to retrieve the results only to learn that Shellpoint had verified the information of the late payments to be valid. 

Since this debacle with Shellpoint, I have seen my credit score take a nearly 110+ pt decrease. I have a credit card with the XXXX XXXX that was credit line was reduced from {$11000.00} down to {$500.00}. This is happening right in the middle of home updates. 

This has caused me so much pain and suffering trying to work with Shellpoint over the last few months. Until Shellpoint totally dropped the ball on this, my credit has been outstanding because of the hard work and on-time payments to ALL of my accounts. 

I have emailed XXXX XXXX, the president of Shellpoint Mortgage, and my issue still hasn't been resolved. I continue to be assured that this is being resolved and it is not. I would believe it would be safe to say that I have had over 10-15 conversations and numerous emails with Shellpoint. Please assist me in getting this issue resolved. Thanks!

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