Consumer complaint received 2025-03-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account information incorrect
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
In XX/XX/XXXX, I contacted Shellpoint Mortgage to request a forbearance on my mortgage due to financial hardship. During this conversation, I asked about both forbearance and deferment. The representative explicitly told me that " the only way '' to receive assistance was to go into a delinquent state for 90 days. I asked if there were any other options, and I was told there were none. 

Following the lenders recommendation, I did not pay the mortgage for 90 days, believing this was required to qualify for assistance. 

In XX/XX/XXXX, I contacted Shellpoint again, explaining I was still facing financial difficulties. At that time, Shellpoint suddenly offered a forbearance, despite having previously told me it was not an option. I was frustrated that this solution had not been provided earlier. The representative placed my loan into forbearance for 90 days from XXXX to XX/XX/XXXX. 

On XX/XX/XXXX, I formally requested the phone records from my XX/XX/XXXX call, as I was certain I had explicitly requested forbearance and believed Shellpoint had mishandled my case. Shellpoint refused to provide the records, stating : " In keeping with our policies, Shellpoint will not provide a call log of calls pertaining to the loan. However, if the documentation is necessary for a court case, we will require a subpoena before providing such documentation. '' This response suggests that Shellpoint is deliberately withholding evidence of their mistake, forcing consumers into legal action to obtain records that should be readily available. 

At the conclusion of the forbearance period in XX/XX/XXXX, I contacted Shellpoint again to request a deferral of missed payments. Instead of offering reasonable options, Shellpoint demanded an immediate lump-sum payment of approximately {$14000.00}. 

I informed them I could not afford this lump sum and asked for an alternative. I was told that making partial payments would disqualify me from a loan modification, forcing me to wait while my mortgage remained unpaid. This resulted in additional months of delinquency, as Shellpoint delayed in providing a resolution. 

In XX/XX/XXXX, Shellpoint finally approved a loan modification but required me to make three consecutive payments of {$1900.00} for XXXX, XXXX, and XX/XX/XXXX before finalizing the modification. I made all three payments on time, and the loan modification was finalized. I have remained current on my mortgage ever since. 

Despite my on-time payments during the modification process, Shellpoint continued to report me as late to the credit bureaus, including during XXXX, XXXX, and XX/XX/XXXX, when I was actively making payments as required under their loan modification terms. 

As a result, my credit has been severely impacted due to Shellpoints mismanagement. Despite requesting assistance, Shellpoints actions forced me into an unnecessary 90-day delinquency period and then a further six-month delinquency period. Shellpoint refused to provide my call records, further suggesting their mishandling of my case.

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