Consumer complaint received 2023-03-07
Company: Shellpoint Partners, LLC
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Since, my account has been transferred to Shellpoint It has been a nightmare. Shellpoint have added an insurance escrow in my mortgage account, with no apparent raison. 

I am a XXXX percent total a permanent veteran on a fix income, I have been forced to pay the extra {$270.00} a month to Shellpoint, because every customer service representative working at Shellpoint that I have spoken to do not seem to know what they are doing or do not care. 
On one occasion in the month of XXXX, because I made only the mortgage payment Shellpoint have report to XXXX of a late charge into of my account. 
At the end of the month XXXX my credit score went from excellent to good, I have lost XXXX points. 

I have called Shellpoint multiple times in order to resolve the issue into my account with no success, it looks like the insurance department system do not communicate with the account department system, or most of the account representation that I have spoke to do not know what they are doing, or simple do not care, its unfortunate I must through those hoops in order to tried to fix a simple issue. 

On XX/XX/XXXX, I have called Shellpoint, I spoke to customer service representative XXXX XXXX XXXX in regards of the insurance escrow they have said I have added into my account ; I have verified the information with insurance escrow department, theres no insurance escrow in my account. 
Then, the Shellpoint insurance representative contacted the account department transferred the call, also waited on the line to explain to the account department that my account does not have any insurance escrowed. 
I was on the line with the account representative XXXX XXXX for about 1 hour 30 minutes from XXXX to XXXX while she was trying to figure things out, unfortunately she was unsuccessfully, at the end she told me she will contact me within the next couple days, no call back. 


On XX/XX/XXXX, I have called I have spoken to one of the Shellpoint managers she told she will contact me within couple days, no call back. 

On XX/XX/XXXX, I have called Shellpoint insurance department again to make sure the account does not have any insurance escrow. I have spoke Call Center Associate XXXX XXXX, also he sent me an email to confirm theres no insurance escrowed in my account. 

On XX/XX/XXXX, I have called Shellpoint customer service representative XXXX XXXX, XXXX answered the call for a second time, I have asked her to speak to a supervisor or a XXXX, XXXX XXXX wanted to know whats the call was about, she had me on hold for approximately 15 minutes then came back she stated she will try to reach out to a supervisor. When shes back from the hold, she confirmed there are no insurance escrow. I have made sure to asked her a couple times. Are there any escrow into the account? she confirmed theres no escrow, she replied yes, no insurance escrow. 
I have keep insisting to speak to a supervisor or manager, she refused, instead had XXXX XXXX, XXXX in the escrow department analysis on the phone. XXXX XXXX stated he will expedite an escrow analysis on the account which could take 3 to 4 days. 
I was on the call approximately 1 hour and 3 minutes, at the end of the call I have ask for the name of her supervisor, she said XXXX XXXX. 

Since, XX/XX/XXXX, I have been paying {$410.00} for the mortgage not {$690.00}. I would like Shellpoint to fix the error that I have made into my account, also send a request to XXXX fix the inaccuracy 30 days delinquency they have added on my credit report.

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