Consumer complaint received 2023-04-12
Company: Shellpoint Partners, LLC
State: NH
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:
I am writing as a follow to the dispute I submitted to my mortgage company, Shellpoint, on XX/XX/23 regarding the inaccurate reporting of my loan account balance and status of late/current payments to the credit bureaus. Below I've outlined the discrepancies I am finding on my credit report as cited by all three credit bureaus. Please refer to the attachments for reference. 

-As of XX/XX/23 XXXX was reporting that my account status from Shellpoint had not been updated since XX/XX/23. The outstanding balance was incorrect ( {$240000.00} instead of {$230000.00} ). It also reported that I had a past due amount of {$7300.00} which is not accurate. According to my records and my online Shellpoint account, I have a XXXX past due amount. 

-My XXXX  account is now showing that my account was last updated on XX/XX/23, but the outstanding balance is still incorrect ( {$230000.00} instead of {$230000.00} ). I have been told by Shellpoint employees that my credit is updated every single month. As you can see, that has not been the case. 

I also have late payments showing ( see attached ) that were a result of waiting for Shellpoint and the HALF program to exchange data so HALF could make a payment on my behalf as I had to apply for assistance due to work loss because of the pandemic. I was assured that waiting for the payments to be processed and sent to Shellpoint would not affect my credit as the funds were promised and available, but the HALF program had to wait for Shellpoint for months to send the correct files that HALF requested to distribute the designated funds. 

-I began calling Shellpoint repeatedly to expedite the data transfer so the payment could be sent to which I was told " There is nothing we can do to make this go any faster ''. I challenged that if the delay is on the end of the mortgage provider, the client should not be penalized as I had no control or say as to when the payment was made. 

-I continued to call repeatedly to discuss these concerns in an attempt to obtain correct information as well as ensure that working with the HALF program would not affect my credit and have gotten a myriad of answers/non-answers, none of which have been consistent or apparently accurate. The above details are negatively affecting my credit report dramatically. 

-Currently my credit score is in the " fair '' zone, and I can not get accepted for a loan of any size or APR because of the low score and reported late payments. All of the payments have been made in full as of XX/XX/23 which is reported on my online Shellpoint account. 

-I have been told that Shellpoint will accept the payment from HALF, but will not correct the late payments that appear on my credit. 

-The seemingly lack of training Shellpoint customer service representatives is concerning. I've been told something different by just about every single person I've spoken with. I've been told " there are no managers or supervisors '' which is clearly not accurate as I was transferred to one on XX/XX/23 after filing a formal complaint. I've been told to " sell your house if this is a problem '', " It's not our fault the HALF program doesn't know what they are doing '', and " don't worry, because you have this agreement in place and we are aware of it and in close contact with HALF, this will not affect your credit in anyway ''. When does Shellpoint start taking responsibility for the inaccuracies instead of taking the " we've done nothing wrong '' approach and passing it on to their customers?

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