Consumer complaint received 2022-01-31
Company: Shellpoint Partners, LLC
State: FL
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:
I began the process of ending my CARES Act forbearance in midXXXX XXXX with XXXX. After many delays on their end - and despite many documented requests by me to expedite the finalization - a modification package was finally presented to me in XX/XX/XXXX, 6 months later, I immediately set up three " loan modification '' payments with XXXX ; the loan was then immediately ( and possibly intentionally ) transferred from XXXX to Shellpoint ( same parent company NewRez ). I was told the payments would transfer and received confirmation numbers for each payment from XXXX but Shellpoint would eventually claim to have no record of these payments. 

XXXX XXXX Payment Confirmation Numbers XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX It took several more weeks to be able to set up payments with Shellpoint after they found the necessary documents for the loan modification. Months later, this is when Shellpoint decided to retroactively report delinquency even though I was assured multiple times on recorded calls that I was protected from negative reporting due to the CARES Act as my payments were always up to date and I was current when starting the forbearance. I have since requested Shellpoint to remove all negative reporting as my credit has dropped over 200 points in the past few months. 

I received a letter denying my request for removal of delinquencies reported on my account during my forbearance and loan modification trial period. The letter stated that I was denied because i was in delinquency when the loan was transfer. This is not correct. I was still in forbearance and protected under the CARES Act. I was also current at the time of starting the forbearance with the former loan servicer, XXXX. The letter stated that I have a right to request all supporting documentation. I called customer service and they stated I need to contact the Mortgage Servicing Department to chest up the confusion. I've contacted them without response. 

I am contacting Consumer Financial Protection in order to clear up the confusion and reporting errors on Loan # XXXX. Currently XXXX showing 120+ day past due amounts owed to Newrez-Shellpoint startingin XX/XX/XXXX and going to the present. These are errors due to the fact that I was current onmy loan before entering into the forbearanceunder the Cares Act with XXXX beforethe loan was transferred to Shellpoint in XX/XX/XXXX. 
1. It has come to my attention that during the transfer from XXXX to Shellpoint in XX/XX/XXXX documents confirmingmy status as on aforbearancewere not transferred. I can confirm that I was, in fact, on a previous forbearance under the CARES Act with XXXX, and current on my loan at the time of entering into the forbearancebefore it was transferredtherefore protection from negative reporting shouldhave continued on with Shellpoint when the loan was transferred until the loan modification was executed by Shellpoint.

2. Negative reporting started less than 60 days after the transferin XX/XX/XXXX, presumably becauseShellpoint clams they did not receive the documents confirming my forbearance status from XXXX. I had explained to my Shellpoint single point of contact ( which had changed multiple times ) that I had been on a forbearancewith XXXX and I was ready to execute the modification when the loan was transferred to Shellpoint. Now Shellpoint was to finalizethe loan modification that XXXX had started beforethe transfer. This was either done by accident or possibly on purpose. 
3. Furthermore, as per the letter from Shellpoint on XX/XX/XXXX ( doc # XXXX ), thestatement explains that since executing the modificationin XX/XX/XXXX, the loan is current as of XX/XX/XXXX though XX/XX/XXXX therefore any negative reporting should be removed regardless of points # 1 & 2., '' On or about XX/XX/XXXX, the Loan Modification was completed and brought your loan current from XX/XX/XXXX through XX/XX/XXXX. '' It has taken more than a year to officially begin paying my mortgage again ( XXXX XXXX to XXXX XXXX ) due to the fault of XXXX, Shellpoint and their parent company NewRez. I hope that the credit reporting by Shellpoint was done in error and can be resolved quickly. My fear is that this was done purposely to defraud individuals that were affected by COVID-19 and were being protected by the CARES Act.

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