Consumer complaint received 2020-11-20
Company: Shellpoint Partners, LLC
State: MD
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: Their investigation did not fix an error on your report

Complaint:
On XXXX XX/XX/XXXX, I notified Shellpoint Mortgage Services that it was discovered during a recent financial mortgage transaction and check of my credit report that they ( Shellpoint ) reported to the credit bureau that I was 30-59 days delinquent in my mortgage payments. To be clear, I HAVE NEVER BEEN DELINQUENT in the 36 years for which I have been a property owner from the age of XXXX to now XXXX years of age!! 

After speaking with four different individuals due to disconnection issues, I was advise by a representative who after researching the issue acknowledged the issue stemmed from bi-weekly payments that were misapplied shortly after they ( Shellpoint ) assumed the loan from the prior lender in XX/XX/XXXX, resulting in the some payments being credited as principle payments only. During that time, It took several calls in XX/XX/XXXX and XX/XX/XXXX to corrected what I thought was resolved. Fast forward today, Shellpoint STILL has me erroneously delinquent as recent as XX/XX/XXXX, per the agency that pulled my credit report, and having NOT missed a single payment as was also confirmed by the representative who initiated a Task for corrective Bureau Update in their Shellpoints system prior to the call being disconnected. I was able to learn of the initiated Task to correct the error only after speaking to the fourth person who was not only profession, but took their time, reviewed the inputs of the prior reps and informed me of the initiated Task scheduled for action two days later, Friday XXXX XX/XX/XXXX. I thanked him and replied I would follow-up then. 

Upon calling and speaking with Shellpoint today, Friday XXXX XXXX, spoke to Rep - XXXX, who informed me that the action was still noted in their system as pending and now would take up to 30 days, I requested to speak with the Supervisor. Supervisor, Mr. XXXX XXXX came on the line, requested reiteration of my identity, and instead of working to resolve the issue, he proceeded to make a sly comment of my previous calls, and immediately took an argumentative and dismissive posture asking if, you have proof of the credit bureau reporting, did anybody ask you for proof of what you are say, words to that effect, then proceeded to informed me that I need to provide proof from the credit bureau regarding Shellpoints reported adverse action to avoid any further delay. Mr. XXXX provided no means as to how I should provide this information. It was only after my having to ask, for whom I should make this action attention to, did Mr. XXXX respond saying, you can call, email or fax it, however way you want. I then again had to ask, who should I email this to? He responded by only providing the following email : XXXX without any level of customer service or care that this inaction was negatively impacting me financially. I am now having to incur unnecessary delays because of this erroneous inaction and the posturing of some of this companys personnel who seem to be unaccountable to NO ONE. This is just not right!! 

Regards, XXXX of MD

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