Consumer complaint received 2025-12-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
I purchased a home in XXXX through XXXX mortgage. In XXXX, I exercised my option for COVID forebearance with the understanding that the amount accumulated through the forebearance would be " tacked on '' at the end of the mortgage term if I maintained the mortgage through its term, or included in the total amount due at the closing of a sale. In XXXX, I sold the home and closed the transaction, with the ENTIRE balance of the mortgage including the forebearance amount satisfied and recorded. 

On XX/XX/XXXX, I noticed a collection account by thXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  for over $ XXXX, opened in XXXX of this year. I immediately disputed it through XXXX  and followed up by attempting to make contact with the correct department through the XXXX XXXX XXXX which sends callers through a series of prompts to then direct them to send an email to XXXX. I followed such direction, without having any information other than the amount to indicate my concern ( no claim or case number was available to me at the time ) and received a reply demanding that a case number be provided. After searching and attempting several service numbers for XXXX accounts, I finally reached a live person who transferred me to the XXXX XXXXXXXX XXXX XXXX. IN that call, it was disclosed to me that the property sold MORE THAN XXXX  YEARS AGO was the subject of the claim reported against me and that my wages and taxes may be garnished to satisfy the debt. The representative sent an email to me which provided general information as well as a link and direction to set up access through XXXX in order to view the claim and take action to resolve it. I followed this direction and submitted my request for access on XX/XX/XXXX at the end of which I received a prompt indicating that my request for access was under review and would be decided in XXXX business days. Today is XX/XX/XXXX. I have requested follow up through the XXXX email several times since and still have not been granted access, a decision denying access or any other correspondence in order to resolve this concern. 

While waiting for these options toward resolution, I attemtpted to contact the original lender, Caliber Home Loans, who was acquired by Newrez around the same time that my oroginal mortgage was satisfied and closed. I have not been able to reach ANYONE related to Caliber and my contact with Newrez has been fully and completely fruitless. I contacted the title/closing agent who assisted me to locate and produce the Mortgage Satisfaction and Partial Claim Satisfaction documents recorded in my county related to the sale of this property. I have continued attempts to contact XXXX including an email forwarding the documents retrieved and STILL have not received acknowledgement, response or any communication. 

I fully dispute the reporting AND the balance reported as documented in my attachments to this complaint.

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