Consumer complaint received 2025-10-28 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
In XX/XX/XXXX, our area ( XXXX, XXXX, and the surrounding communities ) was struck by a tornado and declared a federal disaster area. As a result, we qualified for creditor relief. We contacted Shellpoint and were granted a six-month forbearance. The terms were explained to us, and we complied fully.

Per instructions from your staff, we called several weeks before the forbearance ended to confirm the process of moving the six months of payments to the end of the loan. We were told to resume payments in XXXX. When we attempted to make that payment both online and by phone, on multiple occasions we were informed by your representatives that no payment was due. We repeated this process in XXXX and XXXX, receiving the same response each time. Your staff consistently reassured us that no payment was due until XXXX. 

In XXXX, we made our regular payment on time, as we always have. For context, we have only used forbearance twice : once during XXXX and once after this tornado disaster. In both cases, we carefully followed the rules provided to us. 

Despite this, Shellpoint has reported us as delinquent for three months, causing our credit scores ( previously above XXXX ) to drop by more than XXXX points. After speaking with several representatives, I finally learned that Shellpoints system would not allow payment acceptance while the request to move payments to the end of the loan was still processing. However, this was never communicated to us at the time, and we were repeatedly assured no payments were due. 

This error is entirely the result of Shellpoints handling of the forbearance process, not our actions. My wife XXXX XXXX XXXX XXXX and I have contacted Shellpoint for over XXXX months now, attempting to resolve this matter, yet the false reporting remains and continues. In XX/XX/XXXX, after calling, we were trasnfered to XXXX XXXX ( Loss Mitigation Supervisor NMLS ID # XXXX ). She assurred us of her assistnace. Our last communicton with her was XX/XX/XXXX, via email. There has been no follow up communication since. 

We are outraged and deeply frustrated. We have an impeccable payment history outside of the approved forbearances, and this negative reporting is unjust, damaging, and should be corrected immediately if nothing else, in good faith. 

I respectfully demand that Shellpoint urgently review this matter and correct the inaccurate reporting to the credit bureaus. This situation is unfair, not of our making, and can not be allowed to continue. As of XX/XX/XXXX, this information has been reviesed and reported multiple times, dropping my XXXX score XXXX points on multiple occasions. 

I fully complied with all terms of that forbearance. When the forbearance ended in XXXX, I attempted to resume payments, but Shellpoint representatives informed me that payments could not yet be accepted until the forbearance was fully processed and applied to the back of the loan. My payments were ultimately received and accepted in XX/XX/XXXX. 



Because the delayed payment acceptance was due to XXXX internal processing and not borrower negligence, the XX/XX/XXXX late notation is inaccurate and unfairly reported.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation