Consumer complaint received 2025-10-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Date : XX/XX/year> To : XXXX XXXX, XXXX Department Shellpoint Mortgage Servicing Cc : Consumer Financial Protection Bureau ( CFPB ) From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Loan Number : XXXX CFPB Complaint ID : XXXX XXXX Subject : Rebuttal to Shellpoint Response and Credit Reporting Violation Dear XXXX XXXX, I am writing in response to your XX/XX/year> letter regarding my complaint with the CFPB. Your response does not address the main issue and contains inaccurate statements that are contradicted by Shellpoints own records. 



First, Shellpoint sent me a written notice dated XX/XX/year> confirming the start of a forbearance period after I reported property damage from the XX/XX/year> declared natural disaster. Your letter states that XXXX was not part of the forbearance period. This is false. I relied on Shellpoints verbal and written statements that I could defer the XXXX payment while waiting for disaster relief processing. 



Second, under the Fair Credit Reporting Act, furnishers must report accurate and not misleading information. Reporting a late payment when a borrower was told no payment was due is misleading and violates the FCRA. Court decisions such as XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX Experian XXXX XXXX confirm that even technically accurate reporting can violate the law when it is misleading in context. 



Third, the documentation you referenced does not disprove that a forbearance began in XX/XX/year> or that your representatives advised me to defer payment. I am requesting complete call transcripts and internal servicing notes from XX/XX/XXXX through XX/XX/year> to verify what Shellpoint agents told me. 



XXXX, Shellpoint failed to act in good faith. I contacted your company multiple times before the payment due date, received assurances that I could defer payment, and followed those instructions. My credit was damaged because of Shellpoints errors. This conduct violates the FCRA and the CFPBs servicing and communication standards under Regulation X. 



I am demanding that Shellpoint take the following corrective actions : Remove the XX/XX/year> late payment from all credit bureaus immediately. 
Provide written confirmation of the correction to me and to the CFPB within 15 business days. 
Produce all internal records, call notes, and documentation related to this dispute. 




Your refusal to correct a clear reporting error despite your own forbearance confirmation and my consistent communication is a serious violation of the FCRA and consumer protection laws. If this issue is not resolved quickly, I will take further legal action against Shellpoint Mortgage Servicing and any responsible individuals for failing to comply with federal law. 



Sincerely, XXXX XXXX Phone : ( XXXX ) XXXX XXXX Email : 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