Consumer complaint received 2020-10-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
From XX/XX/2020-XX/XX/2020 I have been trying to get Shellpoint Mortgage company to accurately report my payment status to the 3 credit reports. In XX/XX/2020, I entered into a forbearance agreement with Shellpoint and was told verbally and in writing that I would not be penalized as long as I was on the plan and they would not report to the credit agencies that I was late on the monthly payments. In XX/XX/2020, I called Shellpoint and asked them to take me out of the forbearance plan and in that phone call I made the monthly payments XXXX, XXXX, XXXX, and XXXX. I also asked why they haven't been reporting my payments to the credit agencies and was assured that they would update my information to reflect the current/on-time payments, as per the forbearance agreement. In XX/XX/2020, I checked my credit report and saw that they actually reported my monthly payments as LATE and inaccurately reported the total balance due on my mortgage, which drastically lowered my credit scores. I immediately called Shellpoint and was connected with XXXX XXXX from the Loan Mitigation Dept ( XXXX ). He admitted Shellpoints error and assured me that they would correct it as soon as possible : the late payments would be removed and my credit reports should show as ALL CURRENT, in addition, the total balance due on my mortgage would be updated. During that call, I made myXX/XX/2020 monthly payment, as well as an additional ( principal only ) payment to lower my total balance even further. In early XX/XX/2020, I checked my credit reports and was shocked to find that Shellpoint never corrected their erroneous reporting as promised. I called XXXX XXXX once again and was told that he would take care of it. I checked my credit report again on XX/XX/2020 and XXXX XXXX seemed to give me the run around. I sent a fax and an email to the Loss Mitigation Dept requesting for this matter to be corrected ASAP and I attached my current credit reports, as well as a copy of the forbearance letter from Shellpoint. On XX/XX/2020, I spoke with XXXX XXXX from Shellpoint and explained the situation. She assured me that the erroneous late payments would be immediately removed. Last week, I received a call from XXXX XXXX XXXX phone number is XXXX ) who claimed to be a Supervisor at Shellpoint Mortgage. She provided assurances that she would fix this disaster created by Shellpoint. I called her today XXXX XX/XX/2020 XXXX to find out what the situation is since my credit reports haven't been updated accurately. I found out that she fraudulently presented herself as supervisor for Shellpoint ( which she is not ) and when I tried to get more information on her actual job title and what my account status is, she hung up on me! I tried reaching her again but she did not take my call. It's XX/XX/2020, I checked my credit reports and Shellpoint has yet to make due on their promises to correct their mistakes. This is having a major negative impact on my credit report and my ability to refinance my mortgage. I have been given the run around from Shellpoint Mortgage company for over 5 MONTHS! This issue has greatly affected my business because I was planning on purchasing another investment property but I ended up losing it because of this refinance that I wasn't able to do.

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