Consumer complaint received 2021-01-20
Company: Shellpoint Partners, LLC
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
In XX/XX/XXXX, with low mortgage interest rates, my husband and I wanted to refinance our mortgage to improve our financial situation. Through the process, when our credit reports were pulled, it was discovered that my husband 's report did not include our mortgage as an account, hurting his score to not have that good standing account. While it did show on my report, and my score is " good '', since he is the one with income, not me, he is the one that needs a good score for the refinancing. Either way, we have always both been on the account, so it should show on his report. 

Following is a series of communications I took with our mortgage company to investigate and remedy the situation. 

XX/XX/XXXX I called Shellpoint, the mortgage company, to explain the account is not showing on his report, and I would like to find out why, and to have it fixed so it will show on his report. I was told that Shellpoint reports every month, so they would not know why it would not show. That I need to email them a screenshot of the report showing it not there for them to do anything further. I emailed the screenshot and typed explanation to make sure they knew why I sent the screenshot, since I was told to send it to a department, not an individual. I received the auto reply email that it was received. 

XX/XX/XXXX Shellpoint regular mailed a letter including the statement " We are working to gather the requested information and will forward it to you as soon as possible ''. 

XX/XX/XXXX ( postmarked XX/XX/XXXX ) Shellpoint regular mailed an additional letter stating " Upon review of your correspondence, Shellpoint is unable to determine what specifically you believe Shellpoint may have furnished in error to the consumer reporting agencies ( " CRA 's '' ). '' And " According to our records, we show we have made no negative report to the CRA 's on your account as of XX/XX/XXXX installment. '' As you will see in a later communication ( XX/XX/XXXX ) it was in fact their error, having XXXX coded wrong in their system. At this point they had not investigated thoroughly to find their error, letting time slip by with no progress to remedy the situation. 

XX/XX/XXXX I have a PO Box and living in a rural area, it is not reasonable for me to check every day. Let alone, I was not informed that they would send follow up communication by regular mail, for me to know I would be receiving anything. Not knowing I had letters at my PO Box , I called Shellpoint for an update. I was told the case had been put on the " backburner '' ( term they actually used ) and it would be resubmitted and due to the wait, escalated. Concerned the investigation would be delayed again, I asked when I would receive an update. I was told I would receive a call on XX/XX/XXXX with an update. I did not receive a call on XX/XX/XXXX. 




XX/XX/XXXX Knowing now I needed to personally stay on top of prodding this investigation along, I called Shellpoint and my concern was repeatedly dismissed with them telling me that Shellpoint reports correctly each month, so there was nothing to investigate. I continued to explain that it was somehow not correct, and there was something to investigate. Though this person stuck to their story that Shellpoint reports correctly, and told me I have to contact XXXX to find out the problem, because it was not a Shellpoint problem. For the first time I was told the above mention letter had been sent to me that the investigation had been closed. Though they saw the investigation was resubmitted on XX/XX/XXXX. But that the screenshot I sent on XX/XX/XXXX was unreadable. So, though it was not Shellpoint 's error, if I wanted them to continue the investigation, I would have to resend the screenshot, which I did. This time I sent in a different size and verified it's readability before sending. I received an auto reply email that it was received. At this point nearly three weeks had gone by with no progress. 

XX/XX/XXXX After speaking to Shellpoint ( above ) I called XXXX. They said that Shellpoint in no way showed on my husband 's report. That if there is no information of the lender on his report, they can't contact them to clarify anything. They said that Shellpoint could call them. 

XX/XX/XXXX For the second time of the day I called Shellpoint to clarify XXXX  has no record of the Shellpoint account on my husband 's report. They said they see it was escalated on XX/XX/XXXX and I should hear an update from Shellpoint by phone in 24/48 hours. If they can't reach me by phone, they will send communication by mail. I was not surprised I did not receive a call. At least now I knew to get to the post office more often to watch for a letter in the mail. 

XX/XX/XXXX ( postmarked XX/XX/XXXX ) Shellpoint mailed a letter that included " We are working to gather the requested information and will forward it to you as soon as possible. 

XX/XX/XXXX Knowing I had not gotten a call, and after checking my PO Box finding no letter from Shellpoint, I called Shellpoint. I was told they have no updates since nothing was completed. That it was escalated on XX/XX/XXXX, and it should be complete in an estimate of 30 days from then. 


XX/XX/XXXX I called Shellpoint and was told there are no further updates, and further investigation was being done. I tried asking for details of what actual actions were being done for the investigation, as at this point I did not have much confidence in their investigating. They would not tell me anything until it was complete. I was told there should be an update by the end of the month, which I got clarification meant the end of XX/XX/XXXX. And that at that point it may take another 30 days to update. 
At this point it had already been more than 30 days from my first contact with Shellpoint on XX/XX/XXXX. I expressed my frustration at more waiting, them more waiting of another 30 days on top of that. I was told that I could contact ( they would not connect/transfer me to ) the loan servicing department, which is also the one I had previously be directed to send the screenshot to. I was also told I can only contact them in writing by email or regular mail. 

XX/XX/XXXX I emailed Shellpoint Loan Servicing Dept. I included a list of my notes of this process similar to this complaint I am filing with CFPB. I also included my opinion about how an institution such as Shellpoint that I dutifully pay my monthly mortgage payment to has not as of yet discovered why their account is not showing on my husband 's credit report, and they continually make me wait, and do not give me any information. All I can do it keep calling, but otherwise our finances are being " held hostage '' by them. That a mortgage is not like many other consumer products where I could shop around and choose to take my business elsewhere. As usual, I received the auto reply the email was received. As of XX/XX/XXXX I didn't receive any other communication from the Loan Servicing Dept. 

XX/XX/XXXX Shellpoint regular mailed another letter including " We are working to gather the requested information and will forward it to you as soon as possible. '' XX/XX/XXXX I called Shellpoint. I was told that the investigation was completed XX/XX/XXXX. They found that my husband had been coded in the system wrong and they fixed it. That they send updates to the credit bureaus at the end of the month. Also, they would send the information that would retroactively show that he has had this account and been in good standing for the duration he has had this account with Shellpoint. 

As of XX/XX/XXXX every few days I would check my husband 's XXXX XXXX account waiting to see the Shellpoint account appear on his report. 

XX/XX/XXXX I again checked my husband 's XXXX XXXX report. The Shellpoint account still did not show. In the meantime, since XX/XX/XXXX a family member was gracious enough to add my husband to two of their good standing credit cards to also help boost his score. One of which showed up on his report in two days from him being added. As I am hearing mortgage rates are beginning to rise, we have been having conversations with our refinance person to try to decide to refinance while they are super low, but with my husband not having a great score, so our rate might be higher anyway, or to wait longer for Shellpoint to appear in his report, improving his score, but the rates having gone up so we have a higher rate than if Shellpoint had not made this mistake, or fixed it in a timely manner instead of being dismissive. 

XX/XX/XXXX I called XXXX, in case the Shellpoint account shows to them first, with a delay before it appears in 3rd party XXXX XXXX. The confirmed it still did not show. Again without record of Shellpoint on their end, they could not do anything for me. They recommended I file a complaint with CFPB. 

XX/XX/XXXX I called Shellpoint. After a brief review with the person, who said the usual that it was fixed and reported, I insisted on a manager/supervisor. The supervisor said they saw the update that it was fixed on XX/XX/XXXX and that at the end of XXXX they reported it to the credit bureaus. That once they report it, it is up to the credit bureaus when they do their own updates for it to show. That reporting it in XX/XX/XXXX sounds like it did not appear in the credit bureaus updates in XXXX, that it should likely appear in XXXX. 

I tried to see if there was any way the supervisor, or one of their higher ups, could do ANYTHING else, like a 3 way call to the credit bureaus, to escalate/expedite this further, as I have already been waiting since XX/XX/XXXX, 2 months and 10 days, when I first contacted Shellpoint about a mistake they had made. They said there is nothing they can do. That even if they reported something " today '', that it is then entirely in the hands of the credit bureaus to decide when to do something about updating it. He said as a supervisor he escalated it, which he said is a " higher '' escalation when I questioned the value of an escalation after all of this. And when I expressed my opinions about how we are trying to improve our financial situation and we have been held back by the dismissive actions of Shellpoint for so many weeks, for a mistake that they made in the first place, they accepted and submitted a complaint from me. At least put it in notes, not actually sure if they filed an official complaint to submit to any other department. 

Still playing the waiting game for my husband 's report to be accurate to give him the best score, we are back to the concern of rising interest rates while waiting for someone else 's mistake to be fixed.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation