Consumer complaint received 2020-10-22
Company: Shellpoint Partners, LLC
State: LA
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:
We had an approved forbearance on our mortgage from Shellpoint Mortgage that we started at the beginning of the pandemic. We deferred two mortgage payments and paid off the forbearance in XXXX. We started the process to refinance our house to get a better interest rate after paying off the forbearance. The bank ran my credit report to prepare for our closing and Shellpoint reported that we were 60-days delinquent on our mortgage payment. Other than the two months that we deferred, we have never been late with a payment. I called Shellpoint to report the error on Thursday, XXXX XXXX so they could reverse it and requested something electronically in writing stating that they were fixing it because that's what the bank needed to move forward. The representative from Shellpoint told me that it would take 3 - 5 business days to fix and that they would escalate it for me. They refused to send me anything in writing though. I spoke with several different representatives who would not assist me with getting anything in writing. I was disconnected several times, supervisors refused to speak with me and half of their departments only accept emails, not phone calls. I have left voicemails for and sent emails to my Shellpoint representative that have yet to be returned or answered. I have emailed their loan servicing email address several times with no response other than an automated one. I called yesterday ( Wednesday, XXXX XXXX ) and the lady who I spoke with told me that she checked her records and the error was going to be resolved by the end of the day yesterday. I asked her if the bank ran my credit report again on Thursday, if the error would be gone and she said yes. The bank ran my credit report again today ( Thursday, XXXX XXXX ) and the error is still there. I called Shellpoint back again today and explained my situation. The lady told me that their reporting system is two months behind and that the error won't be resolved until XXXX, contradicting what the lady told me yesterday. Again, I asked for something in writing that they were resolving the issue since now the issue wouldn't be resolved until XXXX. She told me that she would transfer me to a supervisor because she couldn't help me. At that point, while I was on hold, I was disconnected. I called back again and spoke with a man, explaining my entire situation ( for at least the tenth time at this point - no exaggeration ). When I asked him to speak with his supervisor, he wouldn't give me a name and number of a supervisor, but said that he would stay on the phone until I was transferred. He put me on hold, but instead of transferring me to the supervisor, he came back on the phone and told me that his supervisor said that I needed to email their loan servicing department and they would send me a letter in the mail. When I asked to speak with the supervisor again, the man said that the supervisor wouldn't speak with me. I am blown away by the lack of customer service from this company and the way that I have been treated. The error on my credit report was their fault and now I am getting conflicting information from them on when it will be resolved. I have never dealt with a more difficult company. No one with any answers will speak with me and no one can send me as much of an email saying that they are trying to resolve it. I have already had to push back my closing once. This is potentially costing me XXXX  of XXXX  of dollars if my refinance falls through because of their error.

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