Consumer complaint received 2024-01-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Date Series of events ( XXXXXXXX XXXX XXXX XXXXXXXX ) XXXX XX/XX/XXXXXXXX XXXX Hurricane Ian - home unlivable due to flood and wind damage XXXX Shellpoint loan forbearance offer XXXX XXXX XXXX XXXX loan payments delayed with the understanding of deferment to follow ( add missed payments to the end of the existing mortgage loan ) XXXXXXXX  Shellpoint request for information re : loan deferment XXXXXXXX XXXX hardship letter submitted XXXX Shell point requests more information XXXX Shell point requests more information XXXX XXXXXXXX XXXX hardship letter revised ( more detail ) XXXXXXXX  Shell point mishandled our document submission - resubmitted XXXX Shell point denied deferment due to Incomplete case file aged over 90 days - we stated that it was Shell point 's slowness that caused the open file XXXX Shell point requested additional current info and continued deferment processing XXXX Shell point countered the deferment ; offered loan modification ( higher interest rate ) ; we said we want them to finish the deferment approval XXXX Shell point re-submitted all deferment file to the investor for review XXXX Shell point requested new/current bank statements XXXX Submitted requested new/current bank statements XXXX Shell point said to disregard previous Incomplete Notice XXXX Shell point informed us that they have re-submitted deferment request and the process would require 5 days XXXX Shellpoint informed us that the deferment request continues but declares the loan is now delinquent XXXX We received a XXXX credit alert that Shell point reported us as delinquent ; Shell point did not communicate with us that they were preparing to report us. Had we known, we would have immediately paid the approved forbearance amount ( see XXXX XXXX event ) XXXX We emailed Shell point that we have made all post forbearance mortgage payments timely ( XXXXXXXX XXXX  ) ; Shell point 's protracted deferment process is the root cause of their system delinquency XXXX We emailed Shell point requesting removal of their negative credit report XXXX We paid the arrears in full and emailed Shell point that we no longer trusted them XXXXXXXX  We submitted a complaint to Shell point management, as instructed by XXXX, and were told that a Supervisor would contact us ; no Supervisor has contacted us as of this date XXXX Shell point informed us that they had the right to report our delinquency and did not accept responsibility for the time lag ; in their letter, they mentioned that the deferment process was ongoing when we made the arrears payment XXXX XXXX XXXX XXXX I spoke to XXXX. We've continued our timely mortgage payments for the past 4 months. We hoped that Shell point would take notice that we are not a credit risk. I asked her how we can pray for Shell point relief related to the two late payment notices on our credit report. We have learned that my XXXX score has suffered greater than XXXX points due to the two late payment credit reports. She said to submit our request to Loan Services. XXXX Shell point provided a letter restating that Shellpoint had every right to report the two late payments. However, Shell point did not address the single central issue. They admit that our request for deferment was active and being reviewed. Without notice, while we were waiting for their decision, we were reported as being late. We were not told that the deferment would require late payment notice to the credit bureaus. XXXX XXXX I spoke with a Shell point representative. I explained that the issue of being late was due to Shell point, not us. We were waiting patiently for Shell point 's decision to defer the payments. The 2 late payments were Shell point 's fault, not ours. I was provided a Case # XXXX and told I could call back for status updates. A new review would require 2-3 weeks. I do not believe that Shell point will understand and accept blame.

Shell Point did not inform us of their intention to file late payment credit reports while participating in their forbearance/deferment program. Shell Point invited us to participate in their programs. Shell Point is to blame for our 2 late payments and Shell Point has yet to address this issue nor accept responsibility and blame.

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