Consumer complaint received 2020-09-08 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
NEW RES-SHELLPOINT MTG XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX ( XXXX ) XXXX Late payments The dates associated with payments not made on time for the account XX/XX/XXXX XXXX. Shellpoint took over my loan from XXXX XXXX I was not notified by either parties and was not aware that the loan was sold to said company. I was only informed by the company when i was late on the payment. 
2. Loan was moved from XXXX to Shellpoint Mtg on XX/XX/XXXX. 
3. I was setup with auto pay with XXXX XXXX and paperless communication and billing with XXXX I opt out of receiving mail due to the fact that we get a significant amount of spam and junk mail. 
4. When with XXXX I was never late on my payment going back to XXXX when I signed the loan. 
5. Shellpoint did not have my correct contact phone number and was contacting office fax number since start of loan the number they had was XXXX the correct communication number is XXXX. 
6. Loan was paid in XXXX and an auto draft form was sent to shellpoint for draft date of XX/XX/XXXX via mail. 
7. Office went in and paid invoice when we were contacted about a late payment on XX/XX/XXXX. 
8. After sending the auto draft form in to Shellpoint and addressing to XXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX with a date to draft on the XXXX we paid the bill for XXXX because the form stated that You must make a request in writing to Shellpoint 14 days in advance of a scheduled drafting date. 
9. I have requested all phone calls and emails made to and from Shellpoint on account XXXX be sent to me via mail or email on XXXX XXXX XXXX today is XX/XX/XXXX and I still have not received this information. 
10. From XX/XX/XXXX present I was informed that the late fee will be removed from my account after several follow up calls shellpoint staff informed me that there are no current late fees from any months with Shellpoint. All phone calls to shellpoint servicing and conversations with their staff have been requested to provide proof of my conversations with Shellpoint. I was advised that there is nothing I can do and that they are done talking about this. And that they will look into this but it will end there and they will not contact me back about their findings because they are not obligated to do so. 
11. After my second failed dispute I contacted Shellpoint on XX/XX/XXXX about the failed dispute the employee advised that this was not on their end and to contact the credit beaur to dispute the transaction. 
12. Rather than starting another dispute I contacted the credit bureau directly and they went out side the norms due to the miscommunication and contacted shellpoint directly. When the credit bureau contacted shellpoint they provided different information that they provided me for months. I hope that you can pull all conversations with this company to proved this information. As I was denied this information and the supervisor explained that there is no one above him and his decision is final. 
13. After speaking with a supervisor twice and calling back the 3rd time to get more information. I was told that the supervisor was not available and could not talk to me. I told the rep that I would wait as long as I have to on the phone until they are available and then was sent to customer service which could not help me.. 
14. I tried to explain to shellpoint after I discovered that the form was filled out and sent to them, they explained to me that it was not received and that its not their fault that they did not receive the form. 
15. After discovering this information a new form was submitted for a draft day of the XXXX of each month and this was applied in XXXX to take effect in XX/XX/XXXX. 
16. Shellpoint supervisors told me that whatever their employees told me over the several months that it did not matter. How can I have full faith in an institution that does not back what their employees are telling me. 
17. Why were they providing me with false information for over 7 8 months and only when I get the credit bureau involved is when they changed their answer to if this was removed from my account. 
18. Attached please find the from sent out on XX/XX/XXXX with envelope and addressee 19. Please ask supervisors if I was told by their staff countless times that his was removed from my account over and over again. They advised me that they will listen to the conversations. 
20. Why was this removed from XXXX and XXXX and remained on XXXX after the last conversation about this removal with Shellpoint staff.

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