Consumer complaint received 2025-05-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Shellpoint Partners, LLC
State: MS

Complaint narrative:
URGENT FORMAL COMPLAINT - XXXX  Shellpoint Mortgage Servicing XXXX XXXX This is a formal and urgent regarding XXXX Both entities have failed to correct false mortgage reporting that has severely damaged my credit for years. 
Shellpoint is currently under federal investigation by the CFPB for servicing violations, and I am requesting that my account be included in the scope of that investigation. The mortgage was originally handled by XXXX XXXX XXXX ( XXXX ), who caused significant credit damage and offered a settlement due to misconduct. They never corrected my credit and transferred the loan to Shellpoint. 
Shellpoint then continued the same abuse : returning valid payments, misapplying double payments, and marking the account as over 120 days past due and in foreclosure. XXXX has been repeatedly notified of this false information, yet they continue to report it. 
My husband and I have both submitted all required documents to XXXX. Despite this, XXXX continues to ask for the exact same information again, ignoring the fact that we have already complied in full. 
This is a pattern of willful noncompliance and bad faith. Additionally, I have not been able to log into my XXXX account for over a year. Every time I try, I receive a message saying I must call. When I do call, I am told that a supervisor must contact me by email. That has never happened. I followed up again, and they claimed I had XXXX separate accounts, which they allegedly fixed, but the access issue continues to this day. 

XXXX  has also failed to fix other disputes that are clearly supported by documentation. They leave all negative data on the report exactly as the creditor submits it-even when it is false. In contrast, XXXX XXXX XXXX both investigated the exact same issues and corrected them. My credit scores with those bureaus increased. XXXX, however, dropped my score even lower-below the already suppressed XXXX then mailed us a letter falsely stating that corrections were made. The changes XXXX  made actually worsened my credit report. I am suffering daily harm due to this negligence, including financial loss, loan denials, and emotional distress. 
I am demanding immediate investigation and action by the CFPB. I request immediate deletion or correction of the Shellpoint tradeline and a regulatory review of XXXX XXXX failure to allow account access, repeated dispute suppression, and retaliatory scoring activity. Within 7 days. 

For over a year, I have been unable to log into my XXXX account. Each time I attempt to log in, I receive a message instructing me to call. When I call, XXXX states that a supervisor needs to contact me via email, but no one ever follows up. On another call, I was told I had XXXX accounts and that they had been merged, but I still can not access my account. 
Meanwhile, XXXX  has failed to correct multiple disputes that are clearly supported with documentation. 
Their investigators ignore plain evidence and leave negative information on my credit file exactly as the creditor provides it, even when it's demonstrably false. XXXX XXXX XXXX  reviewed the exact same information and removed the inaccurate accounts. But Shellpoint is still sending foreclosure proceedings. My scores with those bureaus increased a bit from the other inaccurate accounts. 
XXXX however, dropped my score even lower-below XXXX sending me a letter saying they verified the accounts and made changes. The 'changes ' they refer to made my credit report worse, not better. This is not just negligence-it is suppression and retaliation. I request that the CFPB urgently investigate XXXX XXXX systemic failure to honor its obligations under the Fair Credit Reporting Act and provide consumers with a fair opportunity to recover their credit standing. XXXX XXXX

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