Consumer complaint received 2023-05-31 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
-Forbearance from XXXX through XX/XX/XXXX due to being in a declared disaster zone after hurricane XXXX XXXX 
-Calling Newrez / Shellpoint starting in XXXX ( after loan was transferred from caliber ) to discuss options and explain we had a verbal agreement to pay the forbearance back at the end of the loan term per caliber. Could not get in contact with XXXX XXXX our XXXX and was told multiple times that we needed to speak with her to arrange a repayment plan/ have questions answered. 
XXXX XXXX Getting very nervous as the end of our forbearance period is quickly approaching. We are now being told customer service could help since XXXX emails, XXXX direct voicemails and over XXXX calls to customer service requesting a call back from XXXX went unanswered. 
-At this point things were moving forward, or so we thought, so when XXXX finally called us back on XX/XX/XXXX and left a voicemail after months of ignoring our requests I did not call her back. She did not indicate that she needed any additional information from us to proceed with our repayment plan. 
XXXX We still received nothing regarding the repayment plan and I called back, again, to see what the hold up was because I was told we could not make a payment until the forbearance was approved and we would be contacted once it was. The agent I spoke to on this day informed me that the forbearance was never submitted and apologized and put me on hold while he was going to go ahead and submit the financial information we had previously completed on the phone TWICE before. When he returned he explained that he was also unable to submit the request for some reason and that he was going to expedite this for approval with his XXXX and if it was not approved in the next few days we would be looking into XXXX for the repayment plan and they can not accept payment until its approved. 
-We were finally cleared for a repayment plan starting in XXXX. I began making payments IMMEDIATELY in XXXX ( {$2200.00} XX/XX/XXXX and {$2700.00} on XX/XX/XXXX ) - XX/XX/XXXX XXXX XXXX answered for the first time since we were transferred in XXXX. I had a lengthy conversation with her where I explained to her that I was trying to get information on how to proceed after the forbearance since XXXX and any lapse of time that came between our forbearance and the initiation of the payback plan was not at our fault but theirs and should not have been reported to the credit bureas. She explained to me that I could have called every single day since XXXX and it would not have mattered because they can not initiate any type of repayment plan until the forbearance was over and that the time it took them to approve the forbearance was not exceptional ( I believe it was 14 days ). I asked her what we could have done differently so that our credit was not reported delinquent and she did not have a good answer for me. If it takes them 14 days to process a payback plan and they can not start that process until after the forbearance, then that sounds like their process needs to be updated so that we as customers are not being reported delinquent due to their inefficient process. 
-In the documentation received from them on XX/XX/XXXX it explains that they are using our current payments to backpay starting in XXXX which is still allowing them to report us delinquent to the credit bureau for missed payments from XXXX through XXXX. It was not openly communicated to me that ANY of this would have an effect on my credit. What is the point of a repayment plan if the entire time they are misapplying monies to back pay first and reporting us currently late. This was not communicated to us and we would have not proceeded with a repayment plan had we'd been given all appropriate information and had the foresight of all the disfunction within this company. I have never had worse customer service in my life and we are talking about a MORTGAGE. This was handled, and continues to be handled very poorly. I have more details regarding these issues and would be happy to send them in.

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