Consumer complaint received 2025-08-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
In XX/XX/XXXX, my mortgage was transferred to Shellpoint/NewRez. On XX/XX/XXXX, I received a letter from them claiming my XXXX payment had not been received. My mortgage payments are made automatically each month, so I immediately checked my bank account. The records showed my {$3000.00} payment was sent on XX/XX/XXXX and deposited by Shellpoint/NewRez on XX/XX/XXXX. I printed the proof of payment from my bank. 

After hours on the phone, I was transferred to a supervisor who confirmed my payment was misapplied to principal only. She gave me a case number and assured me she would fix the error. However, days later, I received notice that Shellpoint/NewRez had reported me XXXX days late to the credit bureaus. My credit scores dropped sharply. 

Over the next XXXX months, I contacted XXXX more than XXXX times to request correction of this false reporting. Many calls ended in long holds, disconnections, and repeated requests to start over because they claimed they had no record of prior cases. I have recorded the calls, documented case numbers, and kept detailed notes of the calls and actions Ive taken. 

Although XXXX corrected the posting internally in XX/XX/XXXX, they never corrected the false reporting to the credit bureaus. I sent them a signed demand letter on XX/XX/XXXX with proof of payment, case numbers, and employee names. They did not respond. On XX/XX/XXXX, a XXXX XXXX Department agent emailed me a XXXX XXXX XXXX clearly showing the payment was received on time, misapplied, and later corrected. 

I sent that proof to the credit bureaus, but they investigated the wrong account a mortgage I sold XXXX years ago. The false late mark remains, damaging my credit for nearly a year. This has significantly increased my mortgage and auto loan interest rates and insurance premiums, costing me hundreds of dollars each month. 

The lender I am currently working with for a new loan has confirmed that if XXXX provides me with a signed letter on company letterhead explaining the error, detailing how the XX/XX/XXXX payment was misapplied, and confirming that my account was current for that period, they can initiate a rapid rescore. This would allow my pending loans to close at preferred interest rates rather than the significantly higher rates I am facing now due to XXXX XXXX XXXX to the credit bureaus. 

As a furnisher under the Fair Credit Reporting Act, XXXX is required to correct inaccurate reporting within XXXX days of becoming aware of it. They have had proof since XX/XX/XXXX, yet have knowingly continued reporting false information for almost a year. My closing dates for XXXX loans are at the end of XX/XX/XXXX, and unless this is corrected immediately, I will suffer further significant and ongoing financial harm.

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