Consumer complaint received 2022-02-12
Company: Shellpoint Partners, LLC
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I was in a forbearance period on my home mortgage due to the COVID-19 pandemic. I came out of forbearance on XX/XX/XXXX. I called Shellpoint Mortgage in XXXX to discuss options for resuming my mortgage payments. On XXXX, XXXX, XXXX, an agent at Shellpoint Mortgage gave me the contact information for a loss mitigation specialist, XXXX XXXX. I contacted XXXX XXXX on XX/XX/XXXX. XXXX XXXX said I could complete a partial claim that would cover my missed payments, and that I would resume making payments in XX/XX/XXXX. The customer service agent I spoke to on the phone on XX/XX/XXXX said that I was not at risk of going into foreclosure or harming my credit, if I elected the partial claim option. This conversation occurred on a recorded line. 
I completed the paperwork for the partial claim and submitted it within the required timeline. I resumed making payments in XXXX, as I was instructed. There was not an option to make an online payment for the months or XXXX or XXXX, XXXX on my account, nor did I receive a bill. The company claims they sent letters alerting me that I was coming out of forbearance, but the letters they sent did not specify a date, nor were they specific to my loan ( company can view in letter they sent on XX/XX/XXXX ). 
In late XXXX, Shellpoint Mortgage reported a 30-day late payment to the credit bureaus for the month of XX/XX/XXXX on my account. My score dropped by nearly XXXX points. 
I disputed this late payment with both Shellpoint Mortgage and the credit bureaus. Shellpoint Mortgage stated that no error was made and verified the reported late payment. I contacted XXXX XXXX who stated in writing on XX/XX/XXXX that the partial claim covered the months of XXXX and XX/XX/XXXX, that I completed the partial claim in a timely manner, and that I was told to resume making payments in XX/XX/XXXX. She sent this documentation to Escalations to review for credit correction on XX/XX/XXXX. 
On XX/XX/XXXX, the company again denied that an error was made. When I spoke to a customer service agent, she informed me that the Credit Reporting arm of the company did not have access to the documentation provided by XXXX XXXX, despite the fact it was sent by her directly to Escalations and to XXXX XXXX XXXX, Director of Compliance. Throughout my conversations with the multiple customer service agents at ShellpoinXXXX, it has become very clear how siloed, and inefficient ( perhaps deliberately ) the departments are structured, to the detriment of homeowners. 
On XX/XX/XXXX, Shellpoint Mortgage reported a 30-day late payment and a past due balance of over {$36000.00} for the month of XX/XX/XXXX on my account. This caused my credit score to again decline significantly. My account is current and there was not a late payment for the month of XXXX. I believe this action is predatory and retaliatory in nature. In a letter sent to me on XX/XX/XXXX, Shellpoint Mortgage stated they did not report my account as past due or late for the month of XXXX, but the attached documentation will show otherwise, and will also show my account is current. They simply lied and reported information falsely. 
In the letter Shellpoint Mortgage sent on XX/XX/XXXX, again denying an error was made on their part, they also inaccurately recalled the nature of my conversation with the customer service agent on XX/XX/XXXX, indicating I should have been aware that my credit would be impacted should I not make a payment in XX/XX/XXXX, when in fact the exact opposite was expressed by their customer service agent. I would like a copy of that conversation. This company has shown itself to be dishonest, misleading and unfair.

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