Shellpoint Mortgage Servicing Reviews 356

I have absolutely no way of even reaching this company about my mortgage, (800) 365-1707 says it cannot be reached.

I had a shortage in my escrow account. I have called 4 times to have this situation rectified. Or course speaking with each agent they blame the previous agent. Now it is the 1st of the month, and this is still an issue. I either want my money I paid to relieve the shortage or the account to show the correct amount that my payment should be.

In all of my adult life I don’t think I’ve dealt with such incompetence and horrific customer service/follow up. I own multiple homes, and much to my dismay - the mortgages were sold to this joke of a company. My advice to you - stay FAR AWAY from them. I cannot even believe they’re allowed to stay in business. To note: when our house burned down in the Los Angeles Fires they were one of the ONLY mortgage companies we know of that forced people to continue to pay their mortgages. We could barely get insurance information out of them. So unbearable to deal with.

My mom's home was paid off on April 1, 2025. It is now July 17, 2025 and they have not sent me a paid off notice for the mortgage yet nor have they released the lien on my mom's home. I call them now on a weekly basis and they lie and tell me that the paperwork will be sent out within 24 hours. I told them to email me the documents so that I can take them to the courthouse myself. They informed me on April 16th, 2025 that I would receive the paperwork via email WITHIN 24 hours. Today is Friday 7/18/2025 and no email from Shellpoint yet. What is up with this company and why can't they perform a simple task sending out documentation or communicating with their customers? Do I need to get the Attorney General's office involved? PS: Wells Fargo sold my mom's mortgage 2 years ago to Shellpoint and will never understand why???

Issue with Shellpoint.. Fixed HELOC loan(transferred). 'They' scheduled reoccuring payment for withdrawl, without my knowledge!. ;They' also don't know what one department is doing to the next department, regards getting stuff done in timely manner! Today I'm waiting still for a refund, that is due back to me.. From this illegal amount they processed! 'They' also changed an extra principal amount, also Not authorized or with my knowledge. Extra principal is like My choice, NOT THEIRS! My Account is screwed up since May! Its now July & still no one there is willing to accept that there is issue. Escrow they created, when I pay my own property taxes/insurances. Now my Account payment is all screwed, and No One is fixing it! Legal Dept I think is needed!

I will never recommend this company for anyone. My mortgage was sold to them and on a catastrophic event they decided even though I have the majority of equity in my home that they would keep my insurance payout and fight me tooth and nail even though I have had inspections done by the city that stated I was complete they would like to charge me more of MY money to get the rest of my own money back…

My father had a loan with Newrez LLC through our Family Trust. Upon his death, I became the Successor Trustee. I sent the documents required for me to take over the account in the forms of Death Certificate and Certificate of Trust. The packet was USPS certified mailed on February 27, 2025 to Newrez LLC PO Box 10826, Greenville, SC 29603 and signed for by Jim Morgan on March 3, 2025 at 10:47am.

I have called, mailed, emailed multiple times to be able to speak with someone regarding my father's account. During escrow, the title company had so many issues with the customer service that I finally had to go into the portal, print off the payoff letter and send to the title company to close the sale.

I still cannot get anyone to speak with me as we have an escrow balance that is due to us for $746.37 and the portal has been closed showing no loan information available.

I have reported Shellpoint Mortgage Servicing to the BBB in Greenville, South Carolina but no contact to date.

This is by far the worst company I have ever dealt with and they owe our Family Trust money.

Beware of using this servicing company.

This is the worst of the worst. Their system is too outdated, complicated, and not friendly to use. I'm going through a long process just to correct my mailing address, which was their mistake to have it wrong. They didn't accept a fax after telling me so, now they are asking for a picture to be mailed!! Wake up it's 2025!!

Shellpoint Mortgage Servicing is stuck in 1980s land. My HELOC was transferred to them *intact*, yet they treat it like I’m applying for a brand new loan. I created an online account just fine, but no loan info showed up. No errors, no prompts — just a blank dashboard that claimed my loan was “added.” So I call, and that’s when I’m told I have to wait for a **UPS-delivered code** before I can access anything or set up autopay. It’s 2025, and I have to wait for a paper code in the mail? Seriously?

Weeks later, the UPS package was supposedly delivered and signed for — but I never got it. When I called again, Shellpoint refused to offer any workaround. I’m locked out of my own account because I don’t have a code that went missing in the mail — **even though they already sent a paper statement to the same address with no issue**. I’m 55 years old and have never encountered anything so outdated and illogical. Why is this even necessary? They inherited this loan — the original lender had already verified everything.

Customer service was no help. No apology, no flexibility, no solution. Just a scripted “you’ll need to wait for the code.” It’s not secure — it’s inefficient, tone-deaf, and completely out of step with modern banking. If they’re this difficult about account access, I can only imagine how bad things would get if there were a real issue.

**One star, absolutely earned.** Shellpoint’s systems are broken, their policies are outdated, and their service is indifferent at best. Avoid them if you can. If your loan gets transferred to them, prepare to be locked out of your own account over something that should take 30 seconds with a text or email — like every other lender in 2025.

I was working here trying to save up to a buy a house to go through them and all anyone ever wanted to talk about was go live all alone in an apartment.

This company is the worst loan servicer on the face of the earth. They are nothing but trash , and pieces of dirt , they refuse to help anyone and make the customers suffer , they are dirt , trash , horrible excuse for a company!

Horrible customer Service. My mortgage was recently transferred to this company and every phone call I have made to them I have had to deal with rude agents. I am trying to find a way out of this joke of a company.

FRAUD FRAUD FRAUD. THEY REFUSE TO REFUND THE MONEY THEY TOOK FROM MY ACCOUNT WHEN I HAVE ALREADY SENT THEM DOCUMENTATION SHOWING MY HELOC WAS RESCINDED. MANAGER PATRICIA WAS NO HELPFUL AT ALL AND THEIR CUSTOMER SUPPORT ARE THE CRAPPIEST PEOPLE I'VE EVER HAD TO DEAL WITH. WORST COMPANY EVER!

Reported to BBB, HUD, and Consumer Financial Protection Bureau (CFPB) Refuses to pay my mortgage twice a month, extracts over the written contract one month, pulls the full amount instead of half on the 1st half on the 15th the other month, adds state tax disregarding my VA disability, and nobody knows how it happens. They just do what they want, or forget to do something important. DO NOT TRUST.

I sold my home April 28, 2025,I have an April 2025 statement saying my escrow account year to date is 1152.72 but they only sent me 992.96! I got nowhere with the lady on the phone,as I expected, but this is a rip off of 160.00! I don’t make a lot so this is a lot of money for me!

Since taking over my mortgage in July of 2024, they failed to pay my school taxes. They then paid it after there had been a re-levy. They have yet to reimburse me back the $143.00 for the fees and interest they paid out of my escrow despite guarantees they would. I have called and emailed them at least once a month since November. In February of 2025 they then said it was not their responsibility to pay my homeowners despite the fact they had the money in escrow. I paid the bill. Now they increased my mortgage payment almost $400.00 per month saying that my modification requires them to collect the escrow which they refused to use to pay the bill. The last representation I spoke with was condescending and rude.

This became my loan servicer in 10/24 since then it has been one horrible experience after another - last insult was my adjustable rate mortgage issue. During all of 2024 there was not one single increase in the Federal Prime Rate, in fact in the last two quarters of last year the interest rate went down 1/4 % for the 3rd and 4th qtr. yet this company increased my interest rate 1% - claiming its tied to the index. I have filed a complaint with the State Attorney General.

Shellpoint assumed our home mortgage in sept 24. Shellpoint claimed that there was no insurance coverage on the home and forced coverage and charged it to our mortgage. Our Insurance company sent proof and we sent proof of coverage. Our insurance agent called Shellpoint twice and talked with them and told them that insurance has been in place with no lapses for 6 years. Shellpoint reps have said the issue will be fixed since Dec 24, but now are reporting the forced coverage as a late payment. Do not use Shellpoint if given the option.

We had hurricane helene hit our area and asked Shell Point for a three month deferment to make repairs. They refused, but said they'd do a repayment plan. WE ASKED TWICE IF IT WOULD HIT OUR CREDIT AND THEY SAID NO. So, we did it, and Shell Point hit our credit. My score went from 730 to 590.

Sold my house on February 25th 2025. At time of closing, no escrow payment was made on behalf of Shellpoint. I had to pay the fees at closing to complete house sale. Shellpoint then states they paid escrow on February 28th Contacted Shellpoint several times since then telling them double payment made, refund me. It is now over 3 months, several calls to several different",So called Supervisors" that clearly just took a class on Customer reflection, because Shellpoint denies any wrong doing AND refuses to send any documentations backing up their BS stories. AVOID this company at all costs! Or it will cost YOU in the end.