Consumer complaint received 2022-07-18
Company: Shellpoint Partners, LLC
State: IN
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/XXXX, I filed a complaint ( XXXX ) against Shellpoint Mortgage Servicing for inaccurate information provided to me about the loan modification process, not holding to what they said they were going to do, and inaccurate delinquency reporting to my credit. I received a response to this complaint on XX/XX/XXXX. In this response, Shellpoint Mortgage Servicing agreed to submit an interim report under control number XXXX to the CRA 's to change the reporting for XX/XX/XXXX and XX/XX/XXXX to no data. My XXXX and XXXX reports were updated with no data reporting for XX/XX/XXXX and XX/XX/XXXX on XX/XX/XXXX as Shellpoint agreed to do in their response. It lasted for XXXX days and then on XX/XX/XXXX, the negative reporting was re-reported for XX/XX/XXXX and XX/XX/XXXX dropping my credit score again. 
This led to another complaint ( XXXX ) filed with CFPB on XX/XX/XXXX, after attempting to make contact with Shellpoint via email about the issue and not receiving a response. On XX/XX/XXXX, Shellpoint submitted a response to the complaint stating, " In further review of your loan, we have confirmed an automated credit dispute verification ( ACDV ) form was completed during our correction of the error. As the ACDV was answered after the interim report was submitted, the update was not processed properly as XXXX is still reporting the late payments. To ensure the late payments are removed, we completed another interim report under control number XXXX on XX/XX/XXXX, to report XX/XX/XXXX and XX/XX/XXXX as no data. Please allow five to seven business days for the update to reflect with the CRAs. '' As of today, XX/XX/XXXX, my Shellpoint Mortgage Servicing account via XXXX is showing true and accurate. My loan is showing current and XX/XX/XXXX and XX/XX/XXXX are reported as no data as agreed upon by myself and Shellpoint. However, my XXXX is showing no data for XX/XX/XXXX, but showing late reporting for XX/XX/XXXX and XX/XX/XXXX despite Shellpoint 's following statement in their XX/XX/XXXX response, " As the loan modification was processed on XX/XX/XXXX, the loan was reported current to the CRAs for XX/XX/XXXX. '' Additionally, my XXXX report was never corrected after the re-reporting of the late payments for XX/XX/XXXX and XX/XX/XXXX on XX/XX/XXXX. Therefore, as of today, XX/XX/XXXX, my XXXX report is showing 90-day and 120-day late reporting for XX/XX/XXXX and XX/XX/XXXX, respectively. 

To resolve this ongoing issue, I have attempted to reach out to Shellpoint Mortgage Servicing to no avail. I have also disputed the account with the CRA 's ( XXXX and XXXX ) citing Shellpoint 's responses to my complaints through the CFPB on XX/XX/XXXX and XX/XX/XXXX, but each dispute has been closed with the conclusion that Shellpoint Mortgage Servicing has verified the reporting for XX/XX/XXXX and XX/XX/XXXX as true and accurate despite their stated course of action to correct the reporting to no data in their responses to CFPB. 

This makes the third time I am having to file a report against Shellpoint Mortgage Servicing for not holding true to what they say will happen or what actions they say they will take. It is the same lack of integrity, accountability, and fair business practices that started my issues with Shellpoint Mortgage Servicing in XXXX of XXXX.

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