Shellpoint Mortgage Servicing Reviews 356

This place is the WORST!!!! Charges you late fees and service fees when your account is at 0. AWFUL customer service NEVER USE THEM!!!!

Update - after going back and forth for 3 weeks I paid the FEEs that I was charged just to get Shell point OUT of my life and then they say they cannot close my account but to send me a letter in 7-10 business days. My current balance is 0 - it is is 18 days later...still not letter and I now have yet ANOTHER fee on my account.

NEVER USE THEM! I have an 800 credit score, and pay EVERY bill on time but these "charges" they put on you are illegal and I will be taking legal action. If anyone else has JUNK fees please let me know and lets get a class action law suit put together!

Shellpoint somehow got a hold of my sister’s loan info and they won’t stop sending bills. The amount on the loan has been $0.00 for years, and she died 2 years ago. (a copy of death certificate had been sent at the time) How to get them to STOP! It’s also extremely disrespectful.

Horrible company. Every time I talk to them they say mail has been returned. I say what mail they say they don’t know. Well then how do you know it’s been returned? Loaded question…
Reps are rude, unhelpful for someone who is struggling. Cryptic answers and now I tell them that I am recording, the call too they get real nice.

I am currently in loss mitigation, set to begin the deed-in-lieu process with Shellpoint Mortgage Servicing at the end of this month, however, I have received both a Notice of Seizure, and a courtesy letter with a Sheriff's sale date of February 2025 on behalf of Shellpoint and the attorney of record, Jackson & McPherson.
I was told on November 26, 2024 by Marisela Castillo that a foreclosure sale of my home was put on hold, and that the deed-in-lieu process would begin in December. However, when I spoke to an attorney at Jackson & McPherson, I was told that Shellpoint has not communicated with them to cancel the sale.
It seems to me that Shellpoint is making false promises to cancel the foreclosure of my home because I am still receiving seizure notices with sale dates from my sheriff's office, AFTER Shellpoint has told me they cancelled the foreclosure with the appropriate authorities.

** Also, I have not received a phone call or letter or any communication from Marisela or Shellpoint with an update on the deed in lieu process she told me would begin in December.

Additional Information: Somehow, Shellpoint has old phone numbers and email addresses on record for me that I haven’t used since the early 2010’s, which is 10-12 years before I bought my home. When I asked Shellpoint how they got that information, because I didn’t give it to them, they told me they do some kind of database “sweep.”
I gave Shellpoint two updated contact numbers and email addresses for me, so I am unsure why they felt the need to sweep the database for my old phone number.

This company is an absolute nightmare to work with.

No Man Is an Island...
Like so many others, my HELOC initially established with Better Mortgage was unfortunately sold to Shellpoint Mortgage as of July 2024. Once I finally received notification of the sale, I attempted to create my account online, but after several failed attempts, I was assisted by customer service 08/20/2024 and was able to make my payment. I began making additional payments in addition to the interest only payments to bring my balance down, however Shellpoint was inappropriately applying, backing out, attempting to charge for fees for "phantom payments" I didn't make over the the past 4 months. I'd successfully paid the balance down to $49,190.40 as of 10/15/2024, only to be told on Friday, 12/06/2024 that although Shellpoint had created 3 different statements, 2 of which showed I had no payment due for November, and one showed a $100 payment, it was my fault my account was now showing past due as I should've realized based on the finance charges my amount due was incorrectly reflected on the 3 statements I received. I was also advised they could go back and correctly apply my payments, however, it would result in my October payment being reflected as past due. I was also advised they had discrepancies and issues with statements in September incorrectly reflecting the correct amount due, but they were not aware of issues after that time. Again, I have 3 different statements for a given month, contrary to what Shellpoint advised their agents to communicate. As I explained each time I was contacted by the company and each time I've followed up to ensure I remained current, each of the payments I made after my initial August payment was paid online. I have paid an additional payment to ensure I was paying more than the interest owed. The payment made for November was intended to account for the $100 interest only payment due as well as an additional $100 towards my principle. I was told as of Friday, 12/06/2024 my current balance is $49,800.00 and I would need to make an additional payment of $178.67 to bring my account current. Shellpoint has consistently incorrectly applied my payments and I'm to bear the responsibility of their predatory lending practices. Their system, accounting errors are the reason my account is showing past due and they should be held accountable for their errors. My account should not only be made current, but my balance should also be adjusted.

The ineptitude and lack of accountability is beyond anything I've experienced. Prior to posting this review, I read through many of the other complaints captured here. I wish I could say I was surprised by the canned, AI generated, copy/paste response each person has received from the company. As others I have mentioned, I've filed with not only the BBB, CFPB, and will continue to research additional recourse available to me.

I concur with all of the reviews with this company. You cannot get a hold of this company. I am however North Carolina Commissioner of Banks. Planning on finding a Mortgage Company that doesn't purchase loans!

I had a flood in my house. my house insurance which is kingstone sent me a check for 10,449.00 to repair what was damaged. Because the check is over 10,000.00 it had to have shellpoint listed on the check. we endorsed the check sent to shellpoint and it has been 4 weeks and i have not received the check back. They give me all kinds of bullshit about why they did not return the check. I call them and they always have some excuse. You need to fill out this form. The point is all they had to do is endorse the check and send it back to me. I am going to get a lawyer. Worst company ever. My insurance said all they have to do is endorse it.

I received a notice saying my loan was transferred to Shellpoint. I've been trying to make a payment online. The website can't find my loan. I am now late on my FIRST MORTGAGE PAYMENT!!!!!!!!! I will be seeking legal action for this.

My experience with shellpoint mortgage is the worst customer service that I ever had in my life. The customer service is the worst I have ever encountered in my life, every employee that I spoke with tells me something different i was on forbearance for 3 months because of emergency surgery I was approved for a three months i call shellpoint mortgage to let them know I was ready to resume payment. However 2 days later I was forced to go to shellpoint and as to cancel my modification and put me back on forbearance, I was approved for 3 months forbearance for the second time, at no time shellpoint mortgage representative inform me because of me being approved for modification I would have to make the March payment. At the same time I was approved for another 3 month forbearance and no one told me that would mess up my credit. We'll it sure did mess up my credit I file a complaint with the federal production bureau to my surprise shellpoint mortgage respond with nothing but lies , I have never seen anything like this in my life shellpoint mortgage just keep sending negative information on my credit reports that will stay on my credit foe 7 years it is a shame that I have to go through this .We'll it did not stop there shellpoint mortgage now have me for escrow shortages even though payment while I was on forbearance redo my mortgage for 40 years that did not bring down my monthly payment it went up by $246 00.I think the Better Business Bureau and the consumer protection bureau should investigate shellpoint mortgage. I have been heart and take advantage of for 6 months by shellpoint mortgage.

I concur with most all of the reviews submitted here. Our loan was sold to Shellpoint in mid 2023. Since being sold to them I received the annual usual Escrow shortage statement in August 2023. I paid the lump sum amount of the shortage as I do every year to keep the monthly payment lower. They did not apply it until December apparently, and have been taking what they say was underpayment from the existing escrow, so now apparently the new monthly payment is what they say it is (the higher amount I was trying to avoid). I cannot detest this company enough.

Terrible company. Paid off my loan months ago. Their online portal shows I cannot even make a payment because no payment is due. Today they sent me an account delinquent notice. How? I am contacting the CFPB to file a complaint and I suggest anyone else here to leave a one star review do so as well.

Update: Since I cannot reply to Shellpoint's reply, I will provide an update here. I did contact your support folks and was told not only was there some interest on my zero balance that you never billed me for, but that I also could not pay it except by wiring you funds and that you had already reported derogatory remarks on my credit. I wired the funds to payoff the loan entirely by paying this interest amount and sent a letter requesting my account be closed. I will sort out the derogatory remark between you and the CFPB as I have months of statements showing $0 payment due.

Update 2: I wired the payoff on Tuesday. They show receipt of it but 3 days later have yet to apply it to my payoff request and are sending me messages about help paying my mortgage as if I am in foreclosure or something. They have yet to respond to my CFPB complaint.

Update 3: I called again today and spoke to Brianna who I also spoke with on 12/2. They could not help with applying my payment and closing my account. She entered a task for a supervisor to call me back, but apparently getting a call back takes until the middle of next week. I then asked how to go about having them fix my false credit report issue, which is apparently another online form and they can take 30 days to respond to it. The place is a madhouse of people not taking responsibility for actually resolving issues.

Update on my situation, the company finally reached out to me and asked for documentation, AGAIN! So I faxed them my mom's death certificate, a picture of my passport, and the will, which literally says that I'm the sole heir. Welp, I received a letter in the mail today stating that this was insufficient and I'm on missed payment away from foreclosure. Mind you, this is because they won't accept a payment from me but sure, it's my fault. Funny, I sent the exact same documentation to the previous loan servicing company (SLS) and they accepted it but these guys, nope! Oh, and they also didn't tell me what was wrong or missing. Just that it was a), insufficient, and b) if I miss another payment (which they won't accept), then time to foreclose. I'm meeting with a real estate attorney because this is ridiculous. Avoid this company at all costs, this might be their way of stealing your property. Deny you from making a payment, blame you, foreclose and then boom. They got your property!

Horrible. Horrible. Horrible. Shellpoint loses payments, blames it on USPS, then finds it later on someone's desk! They have screwed up our escrow in the past. Payments lost (and found) several times after harassing calls and emails. They are stressing us out constantly. Sold by our prior mortgage company, Shellpoint has been nothing but heartache. I'd refinance with someone else, but our interest rate is lower than going rate at this time. However, still considering due to pain and suffering at our end!

Way too many details to explain in a very short time (less than 5 months). Missing direct deposits (one took 3 months to show up). Inaccurate transaction history. Delayed checks arrival. "Missing features" of previous HELOC with SLS (was suddenly transferred in July). Very late communications by letter. Huge volume of unnecessary letters (average of 5 per week). Sometimes rude customer care, but even when polite, could not give helpful answers to issues. After 3 months, received letter we were in default. Called customer service and they said it was an error, and to disregard letter. Unbelievably terrible, terrible experience. Closing account asap.

Wells Fargo sold our mortgage to Sell Point. Planning now to sue both because of a pending foreclosure on December 3. I have spoken to representatives dozens of times and constantly get promised management will call but they do not. Absolutely involved in Fraud failures a company. Document every detail and stand up for your rights!

There may in fact be enough of us to file class action lawsuit against both Sell Point and Wells Fargo.

This is the worst company. Our mortgage was sold to this company and was a nightmare for two months. I asked to recast the mortgage and received two letters stating, "Due to the complex nature of the transaction, we will need more time." It is a recast; it is not hard! There were several other issues.

After refinancing two weeks ago with another company, I just found out that my mortgage was sold to Shellpoint. Please get me out of this terrible Alfred Hitchcock mortgage experience. Their Greenville office is about 30 minutes from the house. I feel like driving there and begging them to sell my mortgage to another company.

I want to share my frustrating experience with this company. My loan was sold to Newrez Shellpoint, and despite having automatic payments set up, they still reported a late payment on my record just two days before I was supposed to close on a loan. To make matters worse, the original loan company that sold my loan to Newrez now requires me to get a statement from them. I’ve called over 20 times in a week, desperate for help because my funds are tied up in an escrow account, and I’ve already spent over $2,000 on inspections and appraisals. I’m at a complete loss. I even reached out to Shane Ross on LinkedIn, hoping he could intervene, but no one is willing to help. Now, my pre-approval letter has expired, and the deal is falling through, leaving me with all these sunk costs. What are my legal options?

Absolute worst company on face of this earth.....They use many devices , to cheat you....Will run up bogus amounts on a non needed escrow account , even when you pay for own Home insurance and prop taxes....

If they buy your mortgage , instantly find another Mortgage loan company , or they will rob you....with bogus escrow demands....

Not long after closing on my loan, I reached out to my lender about doing a recast and was told it would be a simple and straightforward process.

However, when I was ready to proceed, I was informed that my loan had just been sold to Shellpoint, and I would need to handle the recast through them.

That marked the beginning of a nightmare that has haunted me ever since.

Initially, when I asked Shellpoint what I needed to do, I was told a request would be entered into the system, a letter would be generated for me to sign, and I would just need to wait 30 days to complete the process.

After 30 days, I called and was told the recast had been declined because I hadn't made a $10,000 payment toward the principal, which was a requirement before a recast could happen (the amount I'm paying down in the recast is much higher than $10,000, but that's the amount needed to get the ball rolling).

The problem? No one had called or emailed to inform me of this (there's a review on another site expressing the same issues with the amount of money and lack of communication for the recast).

Immediately after being informed of the necessary $10,000, I paid the money right away, along with the $250 fee for the recast.

As of now, this process has dragged on for months with no end in sight. Every time I call, I speak to a different customer service representative, receive conflicting information, and am told I can't speak to anyone in the recast department or have a consistent point of contact at Shellpoint.

The date of the recast has been moved 30 days into the future on three different occasions, and I have zero confidence I'll be able to recast after the date I was just given.

At this point, I'm talking to another lender about a refinance (even though I was hoping to do a recast) because I don't want to be bound by Shellpoint any longer.

How can a company with this many 1-star reviews be allowed to continue doing business in the USA?

My guess is that Shellpoint will now respond to this review with the same empty response they give everyone...

"Hi Dave, thank you for letting us know about your experience. We understand your concerns and are ready to assist. For support, please connect with a customer service representative via the live chat on your online portal at myaccount.shellpointmtg.com or by calling 800-365-7107."

DEAR SHELLPOINT: I've gone to the online portal... I've called the number on many, many occasions... I've talked with a couple different supervisors... NOTHING IS FIXING THE ISSUE!!!! How about you call me? How about you email me? How about you follow up with me?

Shellpoint Mortgage is a corrupt and illegal company in violation of the law. This is the worst mortgage company that I have dealt with.
I paid my property taxes and Shellpoint Mortgage went ahead and made a double payment without checking with the appropriate county tax office. The county has already refunded this crooked company the funds yet they are double billing me for the taxes. This is illegal. There is already a class action lawsuit for LPI against this corrupt company.
I have already verified with my county tax office that they have refunded Shellpoint Mortgage the double payment made however Shellpoint Mortgage keeps lying and being dishonest about the double tax refund from the county and wants me to wait until December 13, 2024 for a refund. County has long refunded this illegal company the double tax payment.Yet, I am being billed extra each month.
This is another lawsuit waiting to happen. They also have several late payment on my credit card while I was on the forbearance plan.
I do not know how this company is allowed to remain in business.
What they are doing is illegal.