Consumer complaint received 2023-09-28
Company: Shellpoint Partners, LLC
State: FL
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I am writing to file a formal complaint against Shellpoint Mortgage Servicing regarding the handling of my mortgage account during a forbearance government plan I entered into last year, from XXXX to XXXX. 

At the onset of the forbearance period, I was reassured by Shellpoint Mortgage Servicing that participating in this program would not have any negative impact on my credit score. Furthermore, I was informed that upon the conclusion of the forbearance period, I would be presented with various options that would similarly not adversely affect my credit. 

To my dismay, I recently discovered that following the forbearance period, during the subsequent step of a loan modification, there exists a trial period during which Shellpoint Mortgage Servicing reports the account as late, despite my consistent adherence to the payment plan they instructed me to follow. This revelation came to light two months ago, a staggering seven months after the commencement of this process, when I reviewed my credit report and was appalled to find a late remark attributed to this period. 

This situation has left me profoundly frustrated and disheartened. Maintaining a good credit history has always been a priority for me, and aside from this instance, there are no other adverse factors impacting my creditworthiness. I feel deceived and misled into making a decision that has had an unintended and detrimental effect on my financial standing. I placed my trust in Shellpoint Mortgage Servicing as a reputable financial institution, believing they would provide me with sound guidance to navigate this challenging period. Regrettably, the current outcome paints a starkly different picture. 

Despite my earnest efforts to rectify this matter, Shellpoint Mortgage Servicing has been unresponsive, and any correspondence received merely reiterates their stance that the situation unfolded as anticipated. This is in spite of the fact that my account remains in good standing, and I have consistently adhered to the agreed-upon payment schedule. It is disheartening to witness a lack of empathy and assistance from an institution that played an instrumental role in guiding me towards this course of action. 

I am reaching out to your esteemed organization in the hope that you can assist in rectifying this situation and, potentially, implementing safeguards to prevent others from falling victim to a similar circumstance. It is my sincere belief that financial institutions should act in the best interests of their clients, particularly when it pertains to federally mandated programs designed to provide relief during challenging times. 

I humbly request your intervention to help me navigate through this challenging situation and find a resolution that is fair and just. I trust in your commitment to consumer protection and hope that your involvement will lead to a positive outcome. 

Thank you for your attention to this matter. I look forward to your prompt response.

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