Consumer complaint received 2020-10-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
This is my second time filing a complaint. Shellpoint, the company loan servicer, has yet to remove all references to its improper reporting on my credit report and to the 3 bureaus. I have checked my credit report this month and well over 3-7 months, the issue remains. Shellpoint promised to update the records and remove the inaccurate information entirely from my credit report and to properly notify the 3 credit bureaus to no avail. I have already submitted a complaint about this issue, and it has yet to address it after numerous efforts made by me to do so. It will not even respond unless and until an official complaint is filed with regulators. Please see attached documentation highlighting this issue, among others, e.g., escrow removal from the account. The other primary issue is that I requested in writing that my escrow account be removed. Shellpoint claimed that it takes 30 days to respond, and it has been well over 30 days, and I have received absolutely no response whatsoever to this request. As such, you will see prior and current letters on this issue.

All 4 outstanding issues : I write for four primary reasons and issues that need to be resolved : 1. Improper reporting to the 3 credit bureaus : All reporting should be removed entirely because I was never late. As of last month, my credit report still shows that a payment was late but then became current. However, nothing at all should be on my credit report and all information pertaining to this payment should be removed entirely. Shellpoint Mortgage improperly reported me to the credit bureau for having a late payment on my mortgage earlier this year, but it was in error. Shellpoint acknowledged that the error was not my fault and claimed that it rectified the situation ( only after I filed a complaint with the CFPB because the company would not address the problem ). However, Shellpoint has never corrected the error as it stated it would in a letter dated to me. The company has never requested to remove the incorrectly filed information from my credit report, thereby leaving on my report as if I had a late payment. No information or reporting whatsoever should have been made and, therefore, Shellpoint should request and have removed any information or reference for this payment on my credit report to the three bureaus because it was timely made and Shellpoint acknowledged the error was on them. I was promised in writing and on the phone that Shellpoint would rectify this
situation, despite its failure of previously promising and not following through, So, we are now two months past the point where Shellpoint said it would resolve the issue and put in the request to have the information removed but have not done so.
2. Removal of Escrow Payment : I have requested to have my escrow removed from Shellpoint 's handling due to it's incredibly poor customer service and improper treatment of my account to date. Also, I have had my mortgage for over 13 years and never once was I late on a mortgage payment -- ever! I always have been and continue to be in good standing. Shellpoint has a significant number of complaints about its errors in paying taxes and also there is no legitimate legal basis to maintain my escrow because I have proven myself to be a responsible homeowner who pays timely every month. Shellpoint has a full history
of my payment history proving timely payments every single month.

3. My mortgage account should be rectified within Shellpoint 's records to show timely payment history : Rectify Shellpoint 's records of my account file to show clearly that I have not paid my mortgage late and that I have a stellar and timely payment history with the company.

4. Horrible Customer Service : Shellpoint repeatedly provides inaccurate information when you call on the phone ; places you on hold multiple times and then transfers you repeatedly to multiple people and departments, all of whom ask you to repeat the issue again and again and then provide different responses on what has to occur and note that the prior person either did not provide accurate information or did not transfer me to the correct department. This response typically occurs at least 3-4 times for each call. The company promises to call you back but never does. The company claimed that it called me back once, but it documented the incorrect number ( one that I never provided to it ). This company also fails to respond to any written complaints absent a subsequent written complaint submission to a regulatory body. It never responded to my complaint about the credit report within a timely fashion, despite calling on the phone and being told more than once that I would receive a response. it was not until I filed a complaint with the CFPB did I receive a response. Then, Shellpoint wrote a letter that it was sorry for any inconvenience, and  then it still has failed to rectify the original complaint dating all the way back to XX/XX/XXXX and for which a written complaint was filed in XX/XX/XXXX. Shellpoint also has not responded to m latest request, in writing as it required, to respond to my request to remove my escrow account from its monitoring due to two reviews that were completed in a very short period of time, which was very suspicious, and the issues I had previously with the credit issue as outlined in number 1 above ( that has yet to be resolved to date ) and despite the fact that my payment history is stellar. The company claimed I would receive a response within 30 days. I filed the request more than 30 days ago and still have  not heard anything. This company is absolutely atrocious when it comes to customer service inquiries, complaints, or any issue that must be addressed. And, when you notate the issue with names and dates, it then refuses to supply you information when you ask questions about the status and their taken actions ( my last call attempting to get accurate information from a supervisor about the credit reporting issue ).

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