Consumer complaint received 2024-02-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Improper use of your report — Reporting company used your report improperly
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
On XX/XX/2024, I used my mortgage company website to request my supplemental real estate bill and HOA annual bill to be paid out of my escrow account. As I was not sure if the mortgage company did so. The drop down options within the company website does not provide an example close to my issue at the time. However ; I selected what was close and also explained what I was requesting in the box below. The company website states, to provide 3-5 business days for a response. I waited and after 5 business days I did not receive a response from the company and sent the same message again on XX/XX/2024. I finally received a response and was fine with the outcome that I had to pay those two bills myself eventhough, I have an escrow account. Fine no problem. 
Here is the issue, On XX/XX/XXXX ( same day ), I checked my credit report and on my report for this company there is remarks stating that I disputed the account and no issue was found. THIS IS A LIE. I NEVER disputed anything on my credit report, I never had an issue with how my account, the status or the information on my report for this company is reporting to the credit bureaus. I just wanted to have my real estate and HOA bill paid out from my escrow account. On the same day I tried to go through the company chat option, about 5 times and all the chat box would do is timeout and state no one was available and this was around XXXX. I called and spoke with customer service agent, I explained this issue and she stated she was not sure what to do but provided me XXXX email address to help with my credit report issue. Of course, I received NO RESPONSE to this day via email. however ; the company keeps sending me letters stating they need more time to research my complaint, I have received about 5 of these letters, most recent dated XX/XX/2024. And nothing has been fixed and no phone call received regarding this issue. 
I want my complaint taken seriously and issue fixed ASAP!!! I never said there was an issue with my account, or how its reporting to the credit bureaus, I just wanted to have my real estate bill and HOA bill paid from escrow, no where in my initial request did I state anything about my credit report or an issue with how it is reporting. So there should have been no reason for my credit report to be touched or a remark added. All these companies only care about is a potential customer credit buraeu reporting and to have this company just put remarks on there when there is no reason is determintal to my ability to possible obtain credit. Possible creditors do not care about the back story of this issue and companies seeing remarks on my report for the biggest loan I have stating I disputed this account is hurting me and my credit. Im just a number and whats on " file '' at the bureaus.

I want the remark removed, I no longer want to receive any more letters stating they need more time to investigate this issue. This is already almost 2 months now, are they hoping I forget about this. Fix it!!

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