Shellpoint Mortgage Servicing Reviews 356

have been dealing with the company since elder passed away, harassed and threatened foreclosure, multiple mortgage payments have been signed and paid each month with success, but has rejected multiple payments, seems hundreds if not thousands of people are being harassed and dealing with the same issues thru shellpoint, which is a shell company of NewRez LLC, this review has been asked to be taken down by trustpilot via Shellpoint but I do Not feel safe leaving any type of information that they do not already have, since other reviews have claimed after signing up on their website they started getting spam calls which probably indicates their info is being sold to 3rd party networks. No thanks!

They recently acquired my mortgage from SLS and their website will not let me log in to pay my monthly bill, has happened twice now. Have to call in order to pay. Wondering if this is a serious company?

Let's start a class action suit, who is in, because this is ridicules. I have spoken with customer service over a dozen times and every representative has been as helpful as they can be but not one has been able to get me what i need; a copy of my 1098 for tax purposes. I cannot log in to my account and not one customer service rep has been able to get it to me. They said they would email it to me, never received it, they said they would put it in the mail, never received it. Their website is inaccessible, and I am tired of the run around.

Dont Recommend/

*I should have read their reviews*

I've got 3 mortgage companies and this is the worst of them. I don't know what they do with escrow, my mortgage keeps going up every time while the other 2 companies don't change. For years my property has been with them with same interest rate as the others and insignificant amount has gone to principle.. despite my low 2.7 rate. Almost everything is interesting.

Recently they imposed a $300 insurance on me because the one I had with them expired ....they then raised my mortgage from $1300 to $1600. So I was paying $1600 the whole time to cover their higher insurance.. when I renewed my insurance which was far cheaper, they updated and still left me with a mortgage of $1625. I'm like what in the world... It has to go down since I was paying higher mortgage because of your high insurance... Now that I've updated to a cheaper insurance my mortgage should go down, instead in went up. They went into a strong argument with me.. claiming I owe them insurance, they did a new escrow etc. Now I'm stock with high mortgage from no where..

I came to this site to share about my poor experience and have been utterly shocked to find that there are so many people who have been experiencing similar, if not worse, issues.

For one, I had to call them to make the payment. I was unable to do so online despite having all the information. Which was very uncomfortable because their intro is that they're literally a debt collection agency.

Two, despite making the payment, I never received a confirmation email of the payment. Not even days later when the funds officially deducted from my account.

Three, I called the customer service line to see if I could get assistance in viewing my payment because... it'd be nice to have a record. It's honestly nerve wrecking not having it and I'm even more panicked having read all the horror stories here. The agent was nice enough but after several minutes of trying to trouble shoot, he said that when I finally get access to the account, I should be able to see my payment history there. No offer to re-send the confirmation.

I wish I could change my servicer. Very uncomfortable experience so far. Beyond nervous that it won't be better.

New Jersey, Numerous Issues starting May 1, 2024
I was previously with Specialized Loan Services who were outstanding, on the phone, email, app! I was late twice with payments 2 times in 10 years. My Homeowners insurance is in good standing and has more coverage than is required.
May my mortgage was sold to this company 100% a joke.
I was charged a late fee on my first payment because the app / website/ Automated voice services WOULD NOT TAKE my payment.

I have changed my account password 4 times; I still cannot access the website Error Issue. I have sent numerous emails to loanservicing @ newrez.com,
no responses except 2 weeks later I get US Mail/ Snail Mail, we are working on your issue. Still cant access.
I cannot get a real person on the phone OR its after hours, I can only pay using the automated system.
My Payment has increased $200.00 fa month for a reason Unkown to me.
I received another letter yesterday in the mailbox saying something about having to buy Hazzard Insurance.
I'm fed up trying to do the right thing and this company has my losing sleep at night in a home Ive been in for 31 years.
\ Perhaps someone will reach out after this, I just sent ANOTHER email waiting on a call or response.
I'm sure I'm leaving something out, I do not leave reviews like this unless i feel me or my family are threatened and not a valued customer because of lack of communication on this company.

Worse company EVER! Do not know how I ended up here, with this lousy company. They have no on line ability to pay bills, I have never been able to talk to a REAL person. They force you to give them your personal info to set up an account, but you can’t DO anything once set up. Since I set it up, I have been swamped with BS garbage, so obviously they sold my info. And yet I can’t make a payment unless I use my checking or savings account over the phone. I wish there was some way to get my loan serviced by a real, honest, and smart company. I am terrified these guys are going to screw me over. I have excellent credit, so not sure how I am sent to a crappy group like this. If you can, do not choose this company! Wish I could give zero stars.

This is my second incident

I just hung up my phone call with shell point The Agent very rude they changed they names and telling me all that’s not my name jose you supposed to listen from the beginning? What’s my name my name Jose in the beginning and I have not heard That’s his real name because Jose is anyone can hear it right away .they very abusive and that is affecting me mentally and physically it may be affecting more people Iam not the only me they shell point draw 2 payment from my bank account without my permission. Which I allowed them one time on Monday They lie on Friday I give them my routing number which I have not given them my routing number yet that day I hang up the phone on them because they was very rude and Abusive that’s when I follow Complaint

Absolutely garbage customer service. My loan was sold to Shellpoint for servicing one month after they set up the wrong principal amount. It took three months of telephone calls - literally calling them every week. Every time I was told that they would correct the $ amount in 2-5 days. Week after week after week went by and nothing happened.

Now they sent me a letter about my hazard insurance policy that looks like a scam. My policy was just purchased the month my mortgage was created, so it is a few months old. Shellpoint says that they "have noticed my hazard insurance policy is about to expire" and that they will protect their investment by purchasing insurance for me at my expense.

A quick Google search shows that Shellpoint is involved in a class action lawsuit for guess what - forcing its customers to purchase unnecessary hazard insurance.

Customer service sucks! It;s no wonder, this is a collection company. Why do they service my loan when I've never been delinquent? It's no surprise they treat you like dirt, they are a collections agency. If I had a choice I would move far far away from this company. Please sell my loan.

Worse company ever only email you never call tell lies gave me two days to get them some papers faxed lied said they never received it their fax machines not working that's why over a week and a half ago I put an envelope in the mail to them they're still saying they haven't gotten it would not recommend Shell point new res to anyone should have zero Stars

My loan was recently sold to Shellpoint when I was preparing to pay off to last company. They finally got my account set up and I have paid over 12,000.00 in the last 16 days to pay off loan. The payments were taken from my checking within 24 hours of posting but I cannot get them to apply to my loan. They are not applying a 1831.00 payment even though it was taken from my account and they are still charging me interest. I have called and was told they got it applied but it is still on there racking up interest. As of 7/31/24 this is still showing I owe money when last payment was pulled from my checking on 7/16 Actually last payment was paid after that but they will not post the payment on 7/16 to clear my loan.

They were going to foreclose on my home like thieves in the night! They bought my loan. But Sent these letters that only had Livonia mi. I just happened to bring my mortgage current. Before 7/4/24. At which point they would have foreclosed on my home. It wasn't until I opened one of those unidentified letters that I found out I had only days to save my home. Predator is to kind a word to describe thier behavior. Here's what happened next! I missed one payment. At the 15th of the next month they sent a small grocery bag of pre foreclosure notices and right to cure. They use Covius so you have no idea what's coming in the mail. Then they send service link field services. While you're at work they put a sticker on your door. Says this property is vacant. Call in immediately or we will secure the property. This was in August. (The date of experience only goes to the 22nd

Our mortgage was recently bought out by Shellpoint. Payments thru them started 6/1/24. We immediately had 2 house payments removed from checking along with a $20.00 wire service fee. They refunded one of the housepayments but not the wire service fee. We had nothing to do with wire service fee. Our homeowners insurance was due 7/1/24. Shellpoint has it as 10/1/24. It hasn't been paid yet. Called twice. Was on hold for 45 minutes & then opted for the "call back". Never got a call back. Just logged into Shellpoint to review my previous e-mails that I sent & to re-read previous e-mailed received from them. Nothing in the mailbox (outgoing or incoming) Maybe their website is DOWN again???????

Our loan was taken over one month before we sold it by new rez shell point mtg co. Our loan closed 7/2. Money wired on 7/3 loan closed. On 7/5 new rez shell point took $2054.00 dollars out of our account and bounced our account. Lied about when we could receive reimbursement. Lied and said I signed an agreement which I did not such thing and still refuses to reimburse us for the money they took that we do not owe. Not to mention still have not sent the remainder of our escrow account. Monday they told me I would have all of my money deposited today Thursday. Today it’s 17-30 days and more excuses. In this economy this has made even buying groceries this month very very difficult. They owe us over $5000.00 just another heartless ugly corporation preying on their customers. Bad reviews.

They increased our payment by over $1,000/month by placing insurance we don't need. They've done this several times over the last few years even though we've sent them our insurance that they requested. They often call to collect the wrong amount even though I've disputed it. Shellpoint and Newrez have wasted a lot of my time. Stay away if you can.

Terrible worst ever! How do they stay in business, must be one of chump trumps companies

Terrible service, If I could give a 0 rating I would. They make it impossible to make monthly payments - all sorts of technical issues on their website and talking to a person is impossible. U r contineously redirected to one bot after another.

How Shellpoint Mortgage Servicing continues to operate with so many issues is beyond me. Since my mortgage was transferred from SLS to Shellpoint/Newrez, my previous historical documents have been inaccessible. A representative assured me over a month ago that I would see these documents "soon," but I am still waiting. Additionally, the website frequently freezes when I attempt to make a payment online. If you can avoid Shellpoint, I highly recommend doing so.

The worst company ever!!! My mother died 8 months ago and her mortgage has not been paid. I finally have a buyer for her home and I have sent all paperwork in to prove I am the executor. I have been calling everyday for the past week with no success. Everyone promises a payoff thru email or at least a call back and nothing happens. The sad thing is these are promises made from Supervisors. You would think they want their money but the employees could care less!!! At this point I am ready to just let the house go into foreclose!!!!!!