Consumer complaint received 2023-10-24 00:00:00
Product: Mortgage — Conventional home mortgage
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 ( XXXX Loan # XXXX ) XXXX XX/XX/XXXX XXXX XXXX - home unlivable due to flood and wind damage XXXX Shellpoint loan forbearance offer XXXX & XX/XX/XXXX loan payments delayed with the understanding of deferment to follow ( add missed payments to the end of the existing mortgage loan ) XXXX Shellpoint request for information re : loan deferment XXXX XXXX hardship letter submitted XXXX Shellpoint requests more information XXXX Shellpoint requests more information XXXX XXXX hardship letter revised ( more detail ) XXXX Shellpoint mishandled our document submission - resubmitted XXXX Shellpoint denied deferment due to Incomplete case file aged over XXXX XXXX - we stated that it was Shellpoint 's slowness that caused the open file XXXX Shellpoint requested additional current info and continued deferment processing XXXX Shellpoint countered the deferment ; offered loan modification ( higher interest rate ) XXXX we said we want them to finish the deferment approval XXXX Shellpoint re-submitted all deferment file to the investor for review XXXX Shellpoint requested new/current bank XXXX XXXX Submitted requested new/current bank statements XXXX Shellpoint said to disregard previous Incomplete Notice XXXX Shellpoint 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 Shellpoint reported us as delinquent ; Shellpoint 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 XXXX XXXX  XXXX We emailed Shellpoint that we have made all post forbearance mortgage payments timely ( XXXX XXXX  ) ; Shellpoint 's protracted deferment process is the root cause of their system delinquency XXXX We emailed Shellpoint requesting removal of their negative credit report XXXX We paid the arrears in full and emailed Shellpoint that we no longer trusted them XXXX We submitted a complaint to Shellpoint management, as instructed by XXXX, and were told that a Supervisor would contact us ; no Supervisor has contacted us as of this date XXXX Shellpoint 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 XX/XX/XXXX XXXX I spoke to XXXX. We've continued our timely mortgage payments for the past 4 months. We hoped that Shellpoint would take notice that we are not a credit risk. I asked her how we can pray for Shellpoint relief related to the two late payment notices on our credit report. We have learned that my XXXX score has suffered greater than 100 points due to the two late payment credit reports. She said to submit our request to Loan Services. 
XXXX Shellpoint provided a letter restating that Shellpoint had every right to report the two late payments. However, Shellpoint 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 Shellpoint representative. I explained that the issue of being late was due to Shellpoint, not us. We were waiting patiently for Shellpoint 's decision to defer the payments. The 2 late payments were Shellpoint 's fault, not ours. I was provided a XXXX # XXXX and told I could call back for status updates. A new review would require 2-3 weeks. I do not believe that Shellpoint will understand and accept blame.

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