Consumer complaint received 2025-08-13 00:00:00
Product: Mortgage — Conventional home mortgage
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: TX

Complaint narrative:
Shellpoint Mortgage Servicing has willfully furnished inaccurate and incomplete information to the credit reporting agencies regarding my mortgage account ending in XXXX. Specifically, they reported late payments during the period my property was actively listed for sale and in escrow, which is factually inaccurate and misleading. 
I have made numerous phone calls to Shellpoint requesting immediate correction of these inaccuracies. I have also sent multiple written disputes to Shellpoint and to the credit reporting agencies, all of which have gone unanswered or unresolved. This constitutes a violation of my rights under the Fair Credit Reporting Act ( FCRA ). 

FCRA 623 ( a ) ( 1 ) ( A ) requires furnishers to avoid reporting information they know or have reasonable cause to believe is inaccurate.

FCRA 623 ( a ) ( 5 ) requires the accurate reporting of the Date of First Delinquency, and prohibits misrepresenting the payment history.

15 U.S.C. 1681e ( b ) mandates that all consumer reporting agencies maintain maximum possible accuracy in the information they report. Shellpoints continued reporting of false late payments violates this standard.

FCRA 623 ( b ) requires furnishers, after receiving notice of a dispute, to investigate, review all relevant information, and delete or correct any inaccurate or unverifiable information. Shellpoint has failed to meet this obligation. 

While my property was actively listed for sale and in escrow, you reported late payments on my account. While I understand that the Fair Credit Reporting Act ( FCRA ) does not automatically prohibit reporting a payment as late during escrow, the way this account is being reported is materially misleading and fails to reflect the true status of the loan during the payoff process. 

Here are my specific concerns : The account was in the process of being paid in full, yet the tradeline does not reflect that context. 
Reporting this account as delinquent without clarifying the pending sale status creates a false impression of ongoing nonpayment. 
I have called your office multiple times and sent several written disputes by certified mail, yet no adequate investigation or correction has been made. 
Your actions are in violation of the FCRA in the following ways : FCRA 623 ( a ) ( 1 ) ( A ) You may not furnish information you know or have reasonable cause to believe is inaccurate or misleading.

15 U.S.C. 1681e ( b ) Information reported to the credit bureaus must meet the standard of maximum possible accuracy, which includes preventing materially misleading entries.

FCRA 623 ( b ) Upon receiving a dispute, you are required to investigate, review all relevant information, and correct or delete any inaccurate or unverifiable information. Your continued reporting without substantive investigation constitutes willful noncompliance. 
Because this account was in the process of payoff, the way it is currently reported is misleading, incomplete, and harmful to my credit profile. The continued late notations without proper context do not meet the FCRAs maximum possible accuracy standard.

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