Consumer complaint received 2022-03-17
Company: Shellpoint Partners, LLC
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
My mortgage company reported me as delinquent even while on COVID workout for a modification right after a COVID forbearance. They told me ( after I noticed a XXXX point credit score drop ) there was no way I could avoid it without paying the entire outstanding balance ( which was getting rolled into the loan via a COVID workout loan modification ). This is unjust, immoral, and greedy inhuman behavior. They ruined my credit score and perfect payment record because of a self-enforced set of rules that I had no control over. Throughout the COVID forbearance, I asked and was told many times that there would be no negative repercussions for being on the forbearance or for the loan modification. They refuse to provide me with phone recordings of the conversations. 

XX/XX/XXXX, spoke to XXXX XXXX, made escrow payment, advise on repayment options/loan mods, etc XX/XX/XXXX, spoke to XXXX, made escrow, made mention of plans to do loan modification. 

XX/XX/XXXX, spoke to XXXX, wanted to make sure was still on COVID forbearance, made escrow, mentioned desire to do loan mod XX/XX/XXXX, spoke XXXX, escrow only payment XX/XX/XXXX, spoke to XXXX, escrow only payment, went over COVID options, wanted to do mod, still on forbearance XX/XX/XXXX, spoke to XXXX XXXX, escrow payment, went over deferment loan modification, wanted to do mod, referred to XXXX XXXX notified ). 

XX/XX/XXXX, spoke to XXXX, wanted to go ahead and do modification, streamlined. Had to order updated value, takes a few days ( $ XXXX ). XXXX said a few days to get value back. 

XX/XX/XXXX, spoke to XXXX, returned results, submit mod for approval. 

XX/XX/XXXX, mod submitted on this date to supervisor, XXXX ( or team ) XXXX XXXX XX/XX/XXXX XXXX XXXX sent out for Mortgage insurance caused delay, sent out and response on XXXX XX/XX/XXXX XXXX resubmitted back to supervisor team 48 hours for approval ( weekend in between ), standard Actually took 4 business days ( not including XXXX ) XX/XX/XXXX, everything was approved for loan modification. Needed MI approval also ( done for XXXX ), XXXX approved it. I was not notified until XXXX A month where nothing happens, XXXX XXXX ( supervisor ) says about XXXX XX/XX/XXXX, letter offer sent for trial XX/XX/XXXX, I called in, spoke to XXXX, confirmed modification was approved to start XXXX told me XXXX is an interim month before the trial, no payment is due, trial payments start in XXXX ( XX/XX/XXXX ) Not asking for payment at that time, In reference to the XXXX interim month President Biden has not actually declared the COVID emergency over as of XX/XX/XXXX. 

I was deceived by Shellpoint/NewRez and penalized for following the rules. 

I have submitted several disputes to Shellpoint with no resolution. Until today ( XX/XX/XXXX ) I have not even been able to view responses because they delete them before I can. I have filed disputes with each of the three major credit bureaus however my understanding is they just go ask Shellpoint for the same information again and don't resolve it either.

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