Shellpoint Mortgage Servicing Reviews 356

They misapply bi monthly payments and when you call with dates and tell them of their erroneous late fees, they refuse to credit in the incorrect fee and I hung of without the misapplied payment corrected.

Shellpoint works with Good Leap then Spring EQ then Service Link then finally to Shellpoint. They pocket the extra money they steal from you. They also charge you extra interest

The absolute worst mortgage company! If Shellpoint purchases your loan from another lender and you have the ability to refinance with another lender do it IMMEDIATELY! The attitudes and level of disrespect of some of those representatives is unbelievable! Especially a guy named Darryl M. he talks down on you and is extremely disrespectful! Lastly the representatives are not in sync with one another. One representative will tell you one thing and days later another representative will send you in another direction. Hands down the worst mortgage company out there, I wish there was a way to give a review less than a star!

I wish I could give this company a 0 as a review due to the how horrible my experience has been with them. They are the most horrific most difficult company I have ever dealt with in my 45 yrs of living. This company has not done i’s job at all. I have been dealing with a “ We to get authorization from your Godmother to speak with you” So we did an authorization doc signed and all. Then I got a “ We still need your Godmother’s last 4 digits of social”. Still have not been able to resolve the issue. I emailed them last year to investigate my bill, payments and to see about lowering the bill due to us being a low income home with disabled people. Nothing has been done. To top it off they are located in California. I always mail my payment and that takes 7 days supposedly to arrive to them. I have many issues with them. Come to find out many people do and they have several law suits against them for the same issues and more with other clients. I am almost done paying my house why are they trying to steal it??? They are horrible!!!!!! This company needs to be shut down.

This company is an unmitigated disaster when it comes to the right hand knowing what the left hand is doing.

Due to their mistake, we have had to redo our loan modification. They sent a letter saying there was an issue with the title, but failed to tell us what the issue was or how to rectify it.

We called in. The customer support representative had no idea what the issue was, but said she notated that we had responded and that the modification would be fine.

It was not fine.

They killed the modification due to this vague, unexplained issue. We called back and demanded to know why they canceled the modification. The representative said it was an issue with the title. I asked what exactly the issue was. He said he did not know. I asked who would know. He said no one.

Literally.

I lost it and berated him until he finally got me a supervisor at their parent company, who explained that they simply needed the trust document.

That was it. That simple.

But by then, it was too late because of the incompetence and bureaucratic idiocy that is Shellpoint.

This is in addition to the loan modification/title-document fiasco. Shellpoint also failed to pay the homeowners insurance even though the account was supposed to be escrowed. They then failed to pay the property taxes as well. After finally admitting they were responsible for handling both insurance and property taxes, they paid the taxes and related charges, but it now appears they may be trying to pass some of those costs back onto us through the escrow account.

They also issued a new escrow analysis that substantially increased the monthly escrow payment, despite the fact that this situation was created by their own servicing failures. To make matters worse, they disbursed escrow-related funds back to the borrower’s account, forcing us to send the money right back to escrow to try to keep the account straight.

There is also an active credit-reporting dispute involving Shellpoint. When the loan was transferred to them, they apparently failed to maintain or properly process the prior forbearance paperwork from Wells Fargo. That failure led to Shellpoint erroneously reporting the borrower as late on mortgage payments to the credit bureaus. We are now having to dispute credit damage caused by their own failure to correctly handle the transferred loan records.

This has not been one isolated mistake. It has been a pattern of servicing errors, poor communication, vague notices, contradictory information from customer service, and avoidable harm to the borrower.

REGARDING SHELLPOINT COPY/PASTE REPLY:

We have already spent HOURS on the phone with the various departments who have no clue what the other departments are doing.

Now we are at the legal stage. You have been sent the supporting documents and an official request via BBB, CFPB, registered mail and fax.

Failure to provide an accurate payoff statement and gross administrative negligence.
I am filing this complaint against Shellpoint Mortgage Servicing for failing to meet federal and state requirements for accurate loan payoff reporting. During my refinance process, Shellpoint provided a payoff statement for the wrong property. On April 29, 2026, Shellpoint issued a document that correctly listed my LLC as the borrower but pulled data for the wrong property. Because Shellpoint serviced the wrong property location, the payoff amount was overinflated by roughly $110,000 (initially quoted). My settlement agent and new lender immediately notified Shellpoint of this "wrong property" error. Despite this, Shellpoint took two weeks to issue a corrected statement. This delay was a direct violation of 12 CFR § 1026.36(c)(3), which requires an accurate payoff balance within 7 business days. Due to Shellpoint’s refusal to correct their own gross negligence in a timely manner, my interest rate lock on the new loan expired. This directly caused me $1,800 in actual financial damages for rate lock extension fees. Furthermore, I was charged additional per diem interest of $32.38 for every day of the delay.

This company will illegally create or increase your escrow account with no notice. They bought my loan, i had no say in it. they have stolen thousands of dollars from me over the last 36 years. If you can avoid them, DO.

Shellpoint us a letter threatening preforclosure, we they already knew that our loan was paid in off. In fact we have a credit balance of $10.71. We asked for but never received a pay off quote, but was able to print off a formal quote from our online account. They never applied our final installment payment and accused us of being two months deliquent. Never mind that we had been speaking with their representatives since February 13, 2026. We followed their pay off instructions and sent our recording and release fee payment via U.S. Express mail with signature and return receipts, but Shellpoint has kept demanding that we keep paying our monthly payments even though they know that we don't owe them any more money. Their customer service representatives never follow through, and lie. This is bottom feeding criminal company that everone should avoid at all cost!

The absolute worse company I have ever worked with. Customer service will give you three different answers with three separate calls. Everything you are told never happens, you have to continue to call back. The minute I have a chance I'm replacing this terrible group. They should be embarrassed, but simply do not care.

If a zero star review was an option Shellpoint would get that!!!!!!!! They are the WORST company I have ever dealt with. Our mortgage loan was transferred to them and we have had nothing but problems since. Don't bother calling customer service, they are useless.

They only get a one because i can't give them 0 Stars. What a bunch of unethical douchebags. The website only works 10% of the time. But buyer beware if you have your loan paid off you better tell them to stop auto drafting money because they will keep taking money on a paid off account and tell you to write them to file a formal complaint. Once your account is closed you can't see any payment history or see any charges because they make that completely unavailable to you. Not to mention the customer support line is totally automated and if your account is closed you can't talk to a living person it just hangs up on you. Scam artists will always scam. Stay away from this dumpster fire of a company.

I don't know what more details they want. When I first noticed the autodraft i logged into my account and messaged their support to advise my account was paid off and they shouldnt have autodrafted my money. AT THAT POINT MY MONEY SHOULD HAVE BEEN REFUNDED. To top it off the automated system is useless if your account is closed/paid off. NO messaging ability, no phone contact nothing except snail mail to get any help. I logged back into my online account, and ALL Pay history is gone. So, I can't see any payments that are made. Every loan i have ever gotten, once it was paid off the loan company stopped auto drafting out of my account, not Shellpoint they claim that on the closeout form that i have to submit paperwork to request it turned off. Only problem is in all the years of having loans I have never ever ever received any paperwork telling me to turn off ACH from the company that was paid off. Once it is paid off the account has always been closed out.

I have been trying to accept a Payment Deferral Offer letter mailed to me by USPS from Shellpoint. The letter states I can accept it by phone or thru their website.

Well that is an absolute lie.

On the website, the only option is to either make payments or to apply AGAIN for assistance. I don't need to apply again, I'm trying to accept this offer.

The deferral would move the payments to the END of my loan, then make the next payment be due on 5.1.26.

Well I can't get ahold of anyone! These hillbillies are again just not following any rules or regulations.
The website has me apply AGAIN for the same assistance. The phone # just goes in circles for the amount that is due. I've emailed these jerks a dozen times at their loss mitigation & also emailed to their regular customer service email.

NO ANSWER.

That is what these scumbags do, just ignore you & let your mortgage come due. I never signed up with these jerks, my mortgage is Fannie Mae, which sold it to NewRez/Shellpoint, who are the worst-rated mortgage servicer in the U.S.

Also, I told them I'm legally DEAF, they were informed of this 6 years ago. Yet these asshats send me letters saying to CALL them every 2 weeks. I can't hear on the phone.

They have made it impossible to accept their Payment Deferral Offer by email, by CHAT, thru their website, by phone.

I went ahead today, 3.24.26 & made a payment so I don't lose my house by them ignoring me.

These hillbillies can create a new Payment Deferral Offer with some actual way to accept it that doesn't involve calling anyone.

They say you have a Single Point of Contact, well they don't tell you WHO that is, their email, their phone, nothing, just some random Single Point of Contact.

Shellpoint should be put out of business. Absolute immoral liars.

***Look how stupid these fools are. They put the SAME RESPONSE in every answer.
I am DEAF, you morons, I'm not calling anyone.
Please someone put them out of business. They are nothing but scammers.***

They are the worst mortgage co they were not posting my payments I ended up losing my house

Worst mortgage servicer ever.
Our insurance is escrowed and our insurance was canceled once due to non payment.
On another occasion we paid for the insurance because the insurance company stated that they had not received payment from Shell pount mortgage.
Demand that your bank or lender do not use these people to process your mortgage.
You will have nothing but problems and issues, stay away at all costs.

I've owned three homes and my experience within Newrez Shellpoint was one of my worst experiences with a mortgage company. They failed to correct my escrow account in a timely manner. When they finally made an adjustment they emptied the escrow to my account then immediately did an analysis that led to a monthly payment increase. I immediately refinances away from them. In response they initiated an insurance payment, then contacted my new mortgage company saying there was a mistake and they needed a higher payoff to allow the refinance to go through. If you get Newrez immediately prepare to refinance the first year, they are a 1 Star company for a reason.

After 25 years I have paid off my mortgage!!! Normally this would be a celebration but guess what?!! Newrez/Shellpoint &Goldman Sachs issued a Satisfaction of Mortgage statement to our Recorder of Deeds office stating that my ex-husband who was legally excluded from the mortgage, and who was NEVER on the deed nor loan and who I divorced about 20 years ago, who NEVER paid a dime on my house HAS SUCCESSFULLY PAID OFF THIS MORTGAGE AND SATISFIED THIS LOAN. Really?!! When did this non-working ex of mine pay off MY HOUSE?!! This company makes HUGE MISTAKES constantly and now I have to wait for them to correct this mistake and I may need to go downtown to the Recorder of Deeds office to ensure this is fixed correctly! - I am so tired of being inconvenienced by other people's incompetence. The Waiver of Homestead by a Spouse document was available for them to see!!!

Very NOT customer oriented. If your agent will recommend Shelpoint-RUN. they are in bussines to take your home away.

I have had this mortgage company for many years and never was late. I have never had a late payment in over 20 years. I got stage 4 lymphoma cancer and could not return to work that I was employed at for 25 years. The mortgage company Shellpoint said that they would work with me. I agreed to a new payment and was never late with that even. They ended up ruining my credit by saying I had a bunch of late payments but actually I did everything I was supposed to do. I had a credit score of over 800 now it's 624. Don't ever go threw this company they lie and can't be trusted.

Worst website for login.

AVOID THEM AT ALL COSTS!!!!!!!!
Super fraudulent and rude. Customers for a very long time with a super clean record. Sold home, paid off mortgage and then try to ruin our credit. They are the worst!!!!!!!!