Consumer complaint received 2022-08-04
Company: Shellpoint Partners, LLC
State: TX
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: Their investigation did not fix an error on your report

Complaint:
On XX/XX/XXXX, our house burned down. Our local XXXX XXXX fire department requested aid from XXXX, XXXX XXXX, XXXX, XXXX, and XXXX XXXX fire department to our property in which I saw a total of 15 firemen bravely fight to save our house. After 8 of hours of desperation, my husband, the last one to go to the hospital for smoke inhalation as well as other injuries, left in disbelief. It was reported as a total loss in our fire certificate, the news, and social media. Funny enough, a letter we got in the mail from a debt collection agency from Shell Point XXXX stated that our payment was delinquent and we were in jeopardy of losing our house.. As we thankfully live in our rental home provided by our insurance, we have been in contact with our insurance, XXXXhell Point , and USPS. In XXXX, my husband, my son, as well as myself sent multiple complaints to USPS for delayed forwarded mail, which in question, was our second check for our final payout by our insurance after the first was cancelled due to the delay of being forwarded from our already lost home. Anyone familiar with USPS, or has an address, or files taxes, or in short is an American of these United States knows this is common behavior from USPS. Prior to our one time delinquency, there were also many complaints to our local USPS for our mailbox being vandalized and packages being held at the post office even though they had previously delivered to our front door. It should be said that we pride ourselves in making on time payments, having perfect credit scores since the inception of our credit history. We called Shell Point to inform them of the delay in paying off the house and they assured us we did not have to worry about making a payment on time which was XX/XX/XXXX, five days after the fire. We found pants that fit us a week later from donations from the XXXX XXXX XXXX. When we received our check that we found was sent as certified mail, we sent it through XXXX overnight priority. Through the tracking number, it was confirmed to be delivered to Shell Point on the XXXX of XXXX. We had been sent to collections, but we had also received our deed in the mail. The check that was sent was more than the interest we supposedly owed and we were told in XXXX that after the money cleared we were going to be sent money back. To summarize, we were told we didnt have to worry about paying the house off on time before our bill was due, we were told we were getting money back from paying extra, we were told all our conversations were recorded, and after we initiated an internal investigation, we were told that according to their records they had made every attempt to work with us to resolve our delinquency and encouraged us to make our account current. That they ACKNOWLEDGE THE CIRCUMSTANCES AND HARDSHIPS [ WERE ] FACING. Sincerely the compliance department. In conclusion, with all recorded evidence and documentation after submitting an internal investigation and after paying off our house, we now have a negative report on our credit score, and after several applications to buy a house in multiple locations in our state of record we have been denied because of it. Dejectedly, we cant move on. This deceivingly heartless company has striped us of our right to live our life after losing everything and the clothes off our backs. Our days in this rental house provided by our insurance are numbered, but the days dealing with this mortgage company will now be longer than the memory of watching our house burn down.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with non-monetary relief