Consumer complaint received 2016-09-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
My original complaint : Shellpoint Mortgage is inaccurately reporting on my credit report, attached. This loan was originated by XXXX XXXX XXXX in XX/XX/XXXX. I filed for Bankruptcy and the loan was discharged XX/XX/XXXX. XXXX XXXX XXXX Sold the loan and Shellpoint Mortgage began servicing the loan on XX/XX/XXXX. I am not legally liable for the debt due to discharge XX/XX/XXXX. I am aware the lien survived, is attached to the property and if payments are not made, the private entity who owns the loan can start the Foreclosure process to recoup the lien amount. Shellpoint Mortgage can not legally report anything on my credit report other then a Balance of {$0.00}, the comments " Included in Bankruptcy '' and Date Reported as XX/XX/XXXX because it is Discharged. Currently, Shellpoint is reporting the Date Reported as XX/XX/XXXX and Date of Major Delinquency First Reported XX/XX/XXXX.Shellpoint Mortgage is breaking the law by reporting a delinquency and or missing payments. I demand for these items to be removed immediately. My Credit and Credit Score has been affected and have actively worked for the past year to resolve this misreporting and the issue still persists. 
Shellpoint 's Response : Upon investigation of your dispute, Shellpoint has determined that were are reporting this loan to the consumer reporting agencies ( " CRA 's '' ) with the appropriate Consumer Information Indicator for Discharged through Chapter XXXX Bankruptcy. However, since the discharge occurred prior to Shellpoint 's servicing, we have determined that we do not need to report this loan at all. The prior servicer should have reported the discharge action when it occurred, and then the reporting should stop. No further updates are needed to the CRA 's after the discharge. Therefore, we have submitted a request to the CRA 's to permanently delete the Shellpoint tradeline. Please allow a few days for the CRA 's to process our request. 
XX/XX/XXXX Complaint Shellpoint Mortgage added Lender Paid Insurance Policy to the property attached to the loan and deducted it from the Property Tax Escrow Account with out my consent. The original loan did not impound a Home Insurance Policy with the Escrow Account. The Insurance policy became effective XX/XX/XXXX and {$430.00} was deducted from my Escrow Property Tax Account, making my Escrow Account short for property taxes. Shellpoint acknowledged their mistake, canceled the policy XX/XX/XXXX and only refunded {$140.00} out of the total {$570.00} Policy Amount. Shellpoint is refusing to refund the total amount of {$430.00} nor willing to start the refund request without me submitting an Insurance Policy to show coverage for that time period. I do not need to submit any documentation as this is a mistake Shellpoint made and caused my Escrow account to be short for my property taxes. Due to Shellpoint 's mistake, they increased my mortgage payment to cover their Lender placed Insurance Policy and I inferred the extra amount was for the property taxes. I received a letter today indicating the Loan has been Sold to XXXX XXXX XXXX , XXXX and will become the effective Servicer XX/XX/XXXX making it more difficult for Shellpoint Mortgage Servicing to refund the Lender Paid Insurance Policy to my Escrow account before it gets transferred.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation