Shellpoint Mortgage Servicing Reviews 356

Shellpoint took two mortgage payments out on 8/1, then proceeded to not apply my the second payment to anything and did not even reflect that a second payment was made in the app or on the website. They then proceeded to take another payment out on 9/1 instead of applying the second payment they took out on 8/1. When I called, they said 'oh the second /payment will be applied to 10/1 and you wont owe until 11/1' but in the app it showed me I still owed on 10/1. Huge scam of a company, if I hadn't noticed they would have just kept an entire mortgage payment and never applied it to anything.

Update 9/18: Called on 9/3 to get the extra payment they took refunded. I was told the money would be put back into my account and to call back 9/10 if I don't see it. No surprises when on 9/10 I STILL do not have my money returned. Call again on 9/10 and they tell me that they just mailed the check today (9/10). I cancelled recurring payments on 9/10. ON 9/17 I receive a letter in the mail from Shellpoint stating that I cancelled the auto pay feature BUT STILL NO CHECK. This company can clearly get me a letter in a week but cannot return money in a month and a half.

I'm glad I'm not the only one giving one star. I don't think they deserve a star. There's a problem with the website. My withdrawal got screwed up because I couldn't access my loan and change certain criteria.It takes 3-5 days to get a response if I'm lucky. The process takes about 3-5 weeks after that. This isn't good business practice in the 21st century. It's unbelievable! I can't wait to refinance so I don't have to deal with unprofessional business practices! I can't believe they're still in business and lenders use them! There should be another company that comes alone and competes with them!

Shellpoint is terrible. They are not set up to handle the amount of loans they purchased. I can not set up an online account. It took 30 minutes to pay my mortgage by phone. I can not set up auto payment without being a month ahead on mortgage payments. In order to set up auto payment, I need to mail my bank account information to them. This is ridiculous they purchased my loan and I had no choice.

CANNOT GET TO A LIVE PERSON. RECEIVED NO EMAIL CONFIRMATION OF PAYMENT BUT ACCOUNT SAYS PAID. I JUST DON'T TRUST THIS NEW COMPANY

Our secondary home loan was previously serviced by Specialized Loan Services until June when we received a series of confusing letters from both Shellpoint and SLS. The first welcomed us to the new lender, then a second told us that the first letter was sent by mistake, then the third stated everything was the same, if we were set to auto draft (we were) we didn't need to worry.

So we went about our lives waiting for our monthly statements. Nothing for July's due payment, again we weren't concerned; we were told our auto draft would be fine and our loan had been sold once in the past and it conveyed just fine.

Come August 20th we receive a letter in the mail for August's bill. The statement due August 1st arrived August 20th showing us in arrears now 2 months ( July and August) with a 3rd month looming.

So we called Shellpoint about the issue. There were no explanations, no apologies, and in fact not much assistance if anything as if we were taking time from the representative's day instead of trying to understand how we went from "Don't worry your auto payments will continue as usual" to nearly 3 months behind.

Since everything is on auto-pay I rarely look at statements because they are all scheduled to be paid - thankfully I looked at this one and caught it in time so that we could catch up on the payments promptly. Still, I wonder how many people have been put into foreclosure due to shady billing practices.

If I could give the star rating this company deserves I am afraid their entire ratings page would be sucked into a black hole for just how negative those star ratings would dip.

TLDR: Shady transition communication, shady loan handling, and subpar customer service - 0/10 do not recommend. Avoid or refinance if at all possible.

Just terrible
No words needed

My SLS loan was acquired by shellpoint. Letters/emails said nothing would change. Have received two notices that my account is in arrears. Checking with the online portal shows account is current, their phone portal also says my payments are up to date. The first thing their customer service rep says is they are a debt collection agency. My automatic deposits to this account are not showing up in the web portal and only some of them are showing up in the whatever the customer service rep has access to. Customer service can't forward us to someone who might be able to help, can only input a request to the system. Supposed to get a response within 48 hours. After two weeks, two phone conversations and one online request for service, no reply other than they got the request.

Finally received a letter from shellpoint, they are looking into the matter. The letter did say the new owner of the loan is Towd Point Mortgage Trust Asset-Backed Securities.
60 Livingston Avenue
EP-MN-WS3D
St. Paul MN 55107

Hope this helps someone.

My loan was Sls. Change over to shell point. Ever since they changed over. Now I’m behind on my mortgage 7 months. That’s a lie I mail my bank statement in to them from January to July to prove I wasn’t never miss a payment. I had it mail in 3 days. I haven’t heard anything back. Because they wrong for putting stress on me about a foreclosure. I wish they will I will owe shellpoint newer. Any higher up who read this need to get them straight because they are a liability.

MY LOAN WAS SWITHCHED TO THESE A HOLES/ THEY ARE BAD DEBT COLLECTORS BUT I HAVE NEVER BEEN LATE ON ANY PAYMENT EVER/ TREAT YOU LIKE A DEADBEAT

My heloc, originally held by State Farm, was sold to Loan Servicing and everything was fine. Same original loan amount, same expected payment, etc. Then the loan is sold to Shellpoint and everything was status quo until it became Shellpoint Newrez when suddenly the original loan amount dramatically increased as did the payments. You can't speak to heloc people when you call...you have to request a call back and they'll get back to you within three business days. Utter nonsense. Worst customer service help when I called, incapable of answering any questions. I suggest anyone with similar issues contact their states Attorney General and any other entities who are vested in investigating shady lenders

What they are doing, if not illegal, should be illegal. Our loan was transferred to this company 5 months ago. We received a letter today that Shellpoint will be purchasing homeowners insurance in our name at greatly inflated rates, and auto-charging us. They state they don't have proof of our homeowners insurance and that it's expired. Our proof of insurance page shows Shellpoint as the mortgage holder for the past 5 months. The insurance company got Shellpoint's info, and our insurance has been paid via escrow, but somehow Shellpoint states they don't have the insurance company info. How have they been paying the insurer? The policy expiration date is 7 months from now. So they know the policy is not expired, they most likely have the insurance company info, yet they generate this letter stating they will be purchasing and auto-charging us insurance at greatly inflated rates. There was a class action suit in Illinois for this very same situation in 2021, yet 3 years later they continue the same unethical business practices. This scam must pay a lot more than the legal fees they incur. Absolute sham organization and I wish we could change mortgage holders.

if I could give ZERO stars I would! We owe exactly $0.00 and i could wallpaper my kitchen with the pages of statements we have received telling us we are delinquent. Even on the statement it says we owe $0.00. This is bordering on harrassment and even phone calls have not resulted in them STOPPING SENDING US BILLS telling us we are about to be turned over to collections!

If I could give them a zero out of five stars I would! I sent a check to the payment processing department overnight via USPS on 8/6, it is now 8/16 and they are telling me they can't 'find' my check? HOW IS THAT POSSIBLE?!? I confirmed the address and the amount before even mailing out the check? How is it possible that you have lost my payment? I have a tracking number and a note from my bank stating the check hasn't even been processed!

This company is a JOKE! OMG I read all these reviews and we are all experiencing the same dishonest disservice. I am beyond frustrated and did not choose this company as they bought out, merged, or whatever they did. I call and the hold time is at least 1hr just to be greeted by rude employees that don't know their head from a hole in the ground. They transfer you from person to person just to be hung up on or left on hold. I have bogus charges on my invoice along with a so called inspection fee to see if my home was occupied?????WTH?? I have been fighting these bogus charges for almost 2 months and every time I call they all act stupid and clueless (check your notes!!!) just for them to say, "Oh I need to transfer you, we don't handle that here." FFS get it together!!!!! I called again this morning just be talked over, and transferred to a lady that obviously did not know she connected to my call because she was laughing with another co-worker in the back ground saying, "hahaha just another day with these people threatening to sue us, like we haven't heard that before lol lol lol hahaha, "I kept saying hello? hello? I can hear you" then it got quiet and I was on hold once again just to be kept on hold for another 20min until I hung up. Called back AGAIN just to repeat the same BS. All they say is, "I know your frustration, do you have any other questions?" SERIOUSLY- you still haven't answered my first question or helped me in any way AT ALL. The first time I called a ticket with my concern was sent so she said, but now to find out, today, they want my issue sent in writing, the ticket was denied and closed on their end without notifying me of any answer. When I asked why no one contacted me by phone, email, text, oh I don't know, even smoke signals.. They said, "we don't call, text or email people. Apparently they don't have supervisors on site either and have no way of contacting them except by email and they have up to 48 hrs to contact you back but never do(left two of those messages). This company needs to be closed or a class action suit filed against them. Humm.. IDK but something needs to done. I asked them if they ever look at their reviews and the guy was like, oh I don't know about that because I can't see the reviews". GOOGLE IT DUMB DUMB!!! I am beyond frustrated. I said I will call the other company, I'm sure they gave you my history, files, etc. on my home and get it straightened out. The one girl said, "good luck with that, the other company no longer exist." They are useless, incompetent, rude, and in desperate need of mandatory customer service courses. I am just baffled. Did you all notice the response is the same from shell point..
UPDATE- Today is 8/22/24 - Shellpoint said in the response.. "We made an attempt to call you". Ummm, NO they have not tried to call me, email me, text me or anything to this day. I have recently tracked the Ins ck{for an Insurance claim in July) they received on Saturday and I have called them Monday, Tuesday, Wednesday and today and they say they didn't receive it which is a damn lie. Per tracking it's been there since Saturday the 17th.

I HAVE CONTACTED THIS COMPANY FOR 3 WEEKS AFTER MY MORTGAGE IS PAID OFF YES PAID OFF I HAVE A LARGE SUM OF MONEY IN A RESTRICTIVE ESCROW ACCOUNT I CANOOT GET MY FUNDS AND CUSTOMER SERVICE SAID THEY CANT FIND ME ARE YOU KIDDING?BUT THEY GOT THE WIRE OF MY PAY OFF FOR HUNDREDS OF THOUSANDS YOU CANT REACH ANYONE THEY TOLD ME I AM LOST IN SYSTEM I AM BEYOND ANGRY ITS ALL I HAVE LEFT TO MY NAME IF SOME ONME CAN GUIDE ME FURTHER IT WOULD BE APPRECIATED I AM SEEKING LEGAL HELP BUT DONT KNOW WHERE ELSE TO TURN

Absolutely HORRIBLE! My insurance company says they haven't been paid from my escrow and I can't even get someone on the line from Shellpoint to help me. Now my homeowners insurance could drop me. Run, don't walk away from this mortgage company.

Our Roof was Damaged by the storms in May of 2024,( Total roof replacement per the insurance adjuster) our insurance company sent us the check for the contractors, but had to be singed off of by this company, it was mailed to them in June, we were told they have it that its been endorsed and waiting on paper work, we have called at least 3 time least per week, every week no one answers the phone, or ever calls back, Or when they do answer the phone, they give us a run around, they tell us it has slipped threw the cracks of them buying out our previous company, or there no record of us calling. in all the while here in Missouri there are more storms every week and our roof is obtaining more damage. we have contacted the insurance company and their hand are tied unless we want them to cancel the check and start the hole process over, but that is not really an option as we are now 3 month into this needing fixed!! I think it's time the Attorney General get involved with this Company and opens up a Nation Wide investigation into their Business Practices........

These guys have the worst service in the business. It's almost impossible to get through to them on the phone, it takes several tries to get to a person. When you get a person they aren't very smart, motivated or kind. I had to argue with a person about my loan (I didn't know my loan had been transferred to them). Getting though the second time I talk to a very nice lady who resolved the issue in 30 sec.

Beware of this company. If I could give them zero stars I would. My mortgage loan was through Specialized Loan service and they recently merged with Shellpoint. I received word of this in June and was sent notifications to make my July payment to Shellpoint at the same PO box and same loan number I have always used. I did so and my July house payment came out of my checking account on June 27th. I received another letter a few days into July stating that Shellpoint sold my loan to Servbank. I contacted shellpoint to ask if they forwarded my July payment to Servbank and they said it could take 7-10 days. I called back after that time to check again and the payment wasn’t sent they then informed me it would be 30 days. They still haven’t transferred the funds. Now when I call they have no record of me or my mortgage. So where is my money???? I have started a dispute through my bank and I’m filing a dispute with the CFPB to report them for their fraudulent activity. I see from their reviews they are not a reputable company. I will also be filing a complaint with the better business bureau. Do not deal with this company.

8/21/24
I emailed you at the address listed in the reply and no one responded nor has anyone reached out to me. I’ve called your number serval times to be told we do not have an account with you. They tell me there is no numbers I can call to reach anyone at Specialized loan Services. How is it that two companies merge and you do not keep records on the clients. My bank reversed my payment from you and it was sent to my new mortgage company. Shame on you for putting your customer through so much. I feel sorry for anyone that has to do business with you.

Our mortgage was switched to them AFTER IT WAS PAID OFF.. i have waited and waited for our pay off letter .. i have called and called and called and been told that it got slipped up with the changed over!! The last call she contacted a supervisor the supervisor was supposed to call me that never happened well i had to call back only to find out i supposedly have to write a letter begging them to close our account because it isnt matured yet.. What a bunch of crap the loan is PAID IN FULL !! The lack of communication customer service is terrible! I wouldn’t recommend this company to my worst enemy trying to get our mortgage marked paid in full free and clear from these fools is impossible.. i have wasted more time calling on the phone and now im wasting my time and energy sending a certified letter begging to get our mortgage marked free and clear.. Dont bother using them for nothing!!! Communication and customer service is. -0 and thats me being generous.. Any questions you have for them you will get the run around and some line of b.s.Not only after mortgage paid off on April10th of 2024 the reported the account delinquent to the credit bureau at end of April as a last lick to us. Now i get the joy if sending letters to all credit bureaus to get it removed.. Dont bother dealing with Shellpoint believe all these horrible reviews they are true…. Thanks Shellpoint for nothing but terrible service ..