Consumer complaint received 2026-03-23 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
NOT A DUPLICATE THIS IS IN RESPONSE TO CREDITORS RESPONSE TO PREVIOUS FILED COMPLAINT! 1! DO NOT CLOSE THIS IS CRUCIALLY IMPORTANT!! Subject : Formal Rebuttal and Notice of Regulatory Escalation XXXX Payoff Miscalculation and Inaccurate Credit Reporting To Whom It May Concern, This correspondence serves as my formal rebuttal and notice of escalation regarding your response to the dispute on the above-referenced XXXX XXXX XXXX XXXX XXXX ( XXXX ). Your response confirms a sequence of events that clearly demonstrates a servicing failure and breakdown in payoff accuracy, timing, and borrower notification, for which I will NOT accept liability. Critical Timeline Establishing Servicer Error : XX/XX/year> : Payoff quote issued XX/XX/year> : Additional {$10000.00} disbursement posted the same day XX/XX/year> : Refinance funds of {$63000.00} transmitted in reliance on your payoff XX/XX/year> : Updated payoff issued after funds were received and loan funding was completed This timeline confirms that you issued a payoff that was immediately inaccurate, failed to correct it prior to funding, and only issued a revised payoff after the transaction was complete, thereby eliminating any opportunity to cure the deficiency. 1. Violation of Servicing Standards and Payoff Accuracy Obligations Issuing a payoff quote that does not reflect the true balanceparticularly when a same-day disbursement materially changes that balanceconstitutes a failure in basic servicing standards. Your institution had both the knowledge and opportunity to provide an accurate payoff but failed to do so. Further, withholding the corrected payoff until after funds were received is a clear indication of deficient internal controls and processing failures, which can not be transferred to the borrower. 2. Borrower Reliance and Induced Error The refinance transaction was completed in reasonable and documented reliance on the payoff figure you provided. Your failure to issue a corrected payoff prior to funding directly induced the alleged shortage. This is not a borrower-caused deficiency it is a servicer-created balance resulting from your failure to provide accurate and timely information. 3. Failure of Proper Notice and Communication You state that payoff communications were sent to a third-party email address. This does not satisfy your obligation to ensure that the borrower is properly notified of material changes to the payoff amount, especially in the context of a pending refinance. There is no evidence that I received : Timely notice of the updated payoff Opportunity to resolve the deficiency prior to or at funding 4. Violations of the Fair Credit Reporting Act ( FCRA ) Despite the balance arising solely from your servicing error, you have reported negative payment history associated with this account. This constitutes inaccurate and misleading reporting in violation of the Fair Credit Reporting Act, which requires furnishers to report information with maximum possible accuracy. Reporting derogatory information under these circumstances is materially misleading and fails to reflect the true nature of the account. 5. Unjust Enrichment and Improper Retention of Funds Any payments collected after XX/XX/year>, were made solely due to your failure to provide an accurate payoff prior to funding. Retention of these funds constitutes unjust enrichment, as the balance should not have existed but for your error. 6. Formal Demand for Immediate Resolution I am demanding the following actions be taken immediately : Full removal of all late payment reporting associated with this account Correction of the account status to Paid/Closed effective XX/XX/year> Refund of all payments made after XX/XX/year> Written confirmation of corrections submitted to all consumer reporting agencies 7. Notice of Escalation If this matter is not resolved promptly, I will proceed with escalation, including but not limited to : Submitting complaints to the applicable State Attorney General Pursuing further remedies under applicable federal and state consumer protection laws Please be advised that I am maintaining full documentation of this matter, including your acknowledgment of the timeline outlined above. This issue is the direct result of your failure to provide an accurate and timely payoff despite a known same-day balance change. I expect a prompt and complete resolution without further delay.

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