Consumer complaint received 2024-11-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
This is a follow to the closed complaint from Shellpoint on XX/XX/XXXX. They responded as a stall but did not acknowledge that the dates were different in my subsequent complaint. 

On XX/XX/XXXX I submitted a new complaint to Shellpoint mortgage services and mentioned in that complaint that it was not a similar complaint and provided additional documentation as to the errors on my credit report. The correspondence attached is Shellpoint in writing stating they made a mistake but also stating they found no errors. This is contradictory. They responded on XX/XX/XXXX which further confirms they didnt do properly due diligence. This is error one, Shellpoint please confirm this is correct. 

In XXXX I submitted a complaint provide a time stamped screenshot of my attempt to extend my forbearance that was ending in XXXX. The time stamp indicated XX/XX/XXXX. Shellpoint stated they sent me correspondence via mail I acknowledged as not received. They also stated they didnt receive my application online but I have proof of my attempt. When I finally was able to contact someone it was XX/XX/XXXX and I requested an extension of my forbearance. Five days later I was told that it was approved for the next month. Im not sure how that is possible if I requested an extension. Shellpoint mentioned in response to my dispute that I was supposed to submit the request within 5 business days of my forbearance ending. That information was not translated in the hard correspondence they submitted in response to my complaint. I combed the correspondence letter and didnt see anything about a 5 day buffer period. I also did not receive a call providing this information. Your instructions state on your website to submit a request for extension. My attachment proves I did in fact do that. I requested that Shellpoint provide the outbound call log of attempts made by their loss mitigation team. They didnt provide and further confirms they did follow their written protocol as it relates to loss mitigation process. 

I also raised in my XX/XX/XXXX complaint they updated my credit report on XX/XX/XXXX as delinquent instead of the true status of in forbearance. If my account was in forbearance effective XX/XX/XXXX was as of today my credit report dated XX/XX/XXXX indicates I am not in forbearance but delinquent as of XX/XX/XXXX. This is is indeed an error. Your correspondence confirmed my forbearance but it it isnt reflective on my credit report in XXXX? 

I also requested the audio transcript be pulled that indicated the contradictory information provided but after two complaints that information was not confirmed as accessed.

I am writing to dispute the accuracy of the late payment information on my credit report. I have reviewed my credit report from [ XXXX XXXX XXXX ], and I have identified discrepancies in the reporting of late payments.

Below, I have outlined the incorrect information as it appears on my credit report : I am bringing to your attention that under the provisions of the Truth in Lending Act, 15 USC 1666, it is required that creditors provide accurate information regarding account status and payment history. I believe that the reported late payments do not accurately reflect my history and payment status. I have attached relevant documents, such as bank statements or payment records, to support my claim.

I kindly request that you investigate this matter and rectify the inaccuracies on my credit report promptly. It is within my rights, as granted by 15 USC 1666, to have accurate information on my credit report.

Please provide me with a written response regarding the results of your investigation within 30 days, as mandated by law.

Thank you for your prompt attention to this matter. I look forward to your timely response I am also sending a copy of this complaint to the CEO of Shellpoint as it is my last attempt to rectify the errors on my credit report. This is now considered a demand letter. I will be seeking monetary damages. Responding youve found no errors but also admitting you made mistakes is a violation under the FCRA.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation