Shellpoint Mortgage Servicing Reviews 356

Shellpoint Mortgage insurance claims dept is a joke. I had a water leak in my home on September 27 as of February 27 I still don’t have my home repaired. I have lived on concrete floors and no toilet in my downstairs for 5 months. Everytime I call in I get a new person that says the same thing it will be 5-10 business days. My mother whom lives with me normally cannot live here bc she has lung cancer. This should not be allowed to happen to anyone and treat people horribly. I hope someone investigates this company.

My Mother passed back in December of 2017, and I became Administrator of the Estate in January 2018, never had issues with Wells Fargo who was servicing the loan, and they could less if the loan was in my name or the Estate of ...., as long as mortgage was paid. We recently went through a hardship and Wells Fargo decided to sell the mortgage, never letting us know, they claim they sent a letter, we never got it. All of a sudden, we got a bunch of correspondence from Shellpoint, reached out to them, according to them, I'm not listed as Sole Successor or Administrator, called Wells Fargo, they apologized and said all paperwork was sent to Shellpoint, called Shellpoint again, they stated what documents they needed, sent everything over, except they failed to mention they need my Driver's License, sent that over, they have all the documents needed, even showing the house was deeded over to me and my wife and they still can't talk with me, filled a complaint with the representative Ryan, who was helpful. Called back all documents still in review and can't discuss anything. Worst company to deal with, if the mortgage was sold, then all documents have to go with it, I shouldn't have to jump through hoops getting them stuff, not to mention, unable to set up an online account. This company needs to be investigated.

Why is white collar crime from Shellpoint not being punished? These people are con artists. We don't have anything to do with them and they not are mortgage lender. We found out from our title lock company that there were and is another company we have for our loan. These idiots were trying to get us to wire money to their fake company. why aren't they in jail yet? i taped and have conversations between these individuals that represent Shellpoint. Disgraceful. I knew from his uneducated language that they were not who they said they were. Who knows if they ever worked at all.

Absolutely atrocious - they have lost track of a wire on a loan payoff.

My former bank transferred my account to Shellpoint Mortgage Services on November 29, 2024. That's when I made my payment after they took over my loan payment. I was like, i never get defaulted, I Have been paying my mortgage why, they transferred my loan to you guys. I asked the customer Service. The lady replied, They sold it to us to take over the service ,it is not a collection because you missed a payment, Im like, ok. But I must be able to sign in to the system of my account, and up to now, They never replied my inquiry through email to assist me with my problem n question. To be able to view my account, Even ask for the statement of my balance, they sent me through email, but it would not even open for me.
I think there is something wrong. I needed to view my account how much more or less I owe them accurately. My former bank they sent me the statement of my account activity in full, everything last year before they took over the service. As far as I know, I am current to my account n I monitor my balance. Yet when I ask the statement from their end, It won't open in my computer. Please send me my current statement to which I can open my account to view it n a legit transparent page.
Please resend me my new statement balance, and a workable page where I can view my account.
I would appreciate it.

Hello, My name is Byron Washington, a retired Marine Corps veteran. I called in on 2-13-25 to pay my mortgage payment, and I spoke with the Customer Service Representative by the name of Randy B, who was very rude and inpatient. In my 60+ years in life, I have never felt so disrespected. I'm reaching out to the company to let someone know that this type of behavior is unacceptable. Thank you in advance and God Bless!

This company is not trust worthy. Every month they call me that I owe money but they deduct the money directly from the bank. Customer service is not trained properly and they don't know how to help. I have been on the phone with them several times, no assistance. Their statement is incomprehensible and not even their customer service can assist with it. They charge $13 for a home inspection that never happened at my home; I contacted the inspection company and as of today I am waiting for their answer. Shellpoint Mortgage is a scam and the sooner you can change banks the better. I don't know how to get rid of this problem.

My mortgage has been bought and sold multiple times. No other company has been unable to properly process payments like Shellpoint. Every month, on the last day of the month I send my payment for the following month plus extra toward the principal. Every month I get a notification that my payment has not been received. Every month I call and almost invariably talk to a very helpful person who tells me that the payment has been processed incorrectly and that it has been fixed. Then it starts all over.

Our house burned down on Christmas Day and our insurance company very promptly sent us a check which we signed and sent to Shell Point for the payoff of our mortgage and then they were supposed to follow up and send the remainder to us. They received the money from us on January 13th. We have called every week to make sure things are progressing and every week its the same run around....They say they are waiting for a letter to tell them where to send the remainder to. That was submitted, you got it on the 13th. Oh yes, I see that now. We still need a payoff from the mortgage company. Um isn't that you? Yes, but we are loss/claim division that is customer service you need to talk to. Great transfer me to customer service then. When we talk to someone there, they say they can see what we can see. It shows they have everything they need. Can we do a three-way call? You bet. Even their own customer service people can't deal with the loss claim division. Now it says our loan is not active so we can't even see what is going on with it. When we called today it was well it could take up to 30 days. Do we get to charge you interest since you have had our money since the 13th? If we were this late making a payment, I am sure we would have been charged a late fee. Just send us our money so we can get started rebuilding our lives, please!!!!!
Update....it is now February 20th and we still have not resceived our money. Just ridiculous!! Thanks for making a bad situation even worse. Hopefully young people aren't as desperate as we were and don't have to borrow money from crooks like shellpoint. Absolute worse experience ever!!!!

Super shady mortgage company! Their math on loans do not make sense! Get rid of them ASAP! Someone should be in PRISON at Shellpoint!

Shellpoint is horrible. Their statement provides a customer service number (800) 365-7107, which transfers you to a promotional scam. No matter what you do, you can not speak with anyone in customer service. Their website is also not workable. They purposefully make it difficult to speak with them about your loan.

They responded to my review saying they were looking into it; however, I called it again and it is still going on.

I had a claim to replace my roof for $138,000. They made every excuse to not pay me the money from the insurance company. The roof was completed in September 24, the insurance company paid in full that month and now 5 months later Shellpoint is still coming up with excuses as to why they can’t release funds back to me. I had to pay the roof. Contractor from my own funds. I submit documents requested, confirm they are received and then on a subsequent call told they did not receive them. They must make interest off investing the money that they don’t release and have trained their customer service people to delay, delay, delay…

Terrible.
Loan sold to them in Nov. Since then they haven't paid our property tax ($19k) + $5k principal payment missing. No one knows what to do. They're incompetent and dishonest. Stay away at all costs. I've filed complaints w the CA financial board and BBB.

Shellpoint- What is the point of you replying with a generic unhelpful reply + a customer service # when your customer service is non-existant. Instead of hiring people to put out fires for the terrible reviews on BBB, Google, TrustPilot, why not actually train your customer service people to be more knowledgeable and competent???

My mortgage was transferred and I didn't receive a timely notification. The first time I heard of my transfer was from the new servicing company. Another useless business one is forced to deal with because it benefits someone else.

If I could give this mortgage servicing company a -0 I would. The long wait times to speak to a representative is (UNACCEPTABLE). The customer service reps are reading from scripts they are not knowledgeable at all and need to be trained to understand the needs of their customers is not (UNACCEPTABLE). Customer service reps are transferring from one department to another and no one can assist you with your matter (UNACCEPTABLE).The way in which the customer service reps speaks with a lack of professionalism is (UNACCEPTABLE). I ask to speak with a supervisor and of course due to lack of professionalism this does not happen (UNACCEPTABLE).

I'm extremely disappointed with Shellpoint. It's been extremely hard to withdraw money from my Heloc account. First, they placed a hold of 60 days on my account. Second, they never sent a batch of checks so I could withdraw money from my account. Third, when I got the checks, they cancel this batch of checks for suspicious activity and never sent another batch of checks. Fourth, call them to complain about this and my urgency to get a new batch of checks as I'm about to loose a real state opportunity. They can not overnight a check, only standard mail service is available. Fifth, they customer service is EXTREMELY disrespectful, I do hate when I have to talk to those people. HORRIBLE company.

If there was a 0 star rating they would get that! This is the worst mortgage service provider. I honestly do not know how they stay in business. I can not wait until I refi my loan with another company that will not sell my loan.

If I could give them a negative -100, I would. This lender is HORRIBLE!!!!!!! Customer services is horrible, after multiple complaints about the discrepancies, the company does nothing to remedy the situation. My mortgage statements online don't match my monthly statement, which state that I have not paid and two months behind? I have receipts and all the do is ignore you and say ok. Stay alert with how sneaky this leader is.

They are incapable of improving as shown by their ten dollar stock with Rithm, Newrez and Shellpoint. They bought a fraudulent loan from Bank of America when they could no longer try to overcharge me and it continued with Shellpoint. It's not hard to see I have paid my escrows to the point I am being sent back money on my property taxes but yet they show a balance due. The only way to get through to corrupt corporations is by exposing them. And now their auto-reply will answer.

Shitpoint decided to do website maintenance at the very beginning of the month when 95% of clients pay their mortgages, hence no access to the pay portal.