Shellpoint Mortgage Servicing Reviews 356

My late husband was the only name on the mortgage but after his sudden death, I had to continue making the payments. I am due an escrow refund from them and filed with my state and county to get that payment made out to me but they insist on it being in his name. I understand the “rules “ but they could easily make it out to me! I now have to go through a lot of paperwork just to get a check for $1500. I don’t recommend this company at all! Little things like that matter!

Definitely a 1 star review. My recently deceased parents used Shellpoint Mortgage for their home loan. After their passing and becoming the owner of the house I sold the house and made sure they were aware of use selling the house to pay the mortgage off. They were nothing but horrible to work with. Customer service reps not friendly or willing to help. In the end they added on about $3600 of bogus charges that had to be paid immediately or they keep increasing the amount due each day. Not an ethical company and the BBB wouldn't help at all.

Just received a “reply” from Shellpoint Mortgage Servicing:

Reply from Shellpoint Mortgage Servicing
13 minutes ago
Elaine, thank you for bringing your experience to our attention. We understand your frustration and want to help. To best assist you, please contact a customer service representative by using the live chat on your online portal or by calling 800-365-7107.

This is the same boilerplate response EVERYONE on here has received! I will not be calling this number as it’s the number I call anyway for absolutely terrible help. Do better Shellpoint!!

Why would a loan company not have a number for a person to talk to about a loan? Once i apod my loan off, they want nothing yo do with me. If you don't have an account, you won't be able to talk to anyone. I call, nothing matches and they hang up on me. Terrible service. I hate this company and would never do business again. I need my tax info.from my loan and yet don't have a clue how to get a hold of them. Its sad.

Their customer service is terrible, and you can never get a real answer. I have contacted them 8 times: 1 via mail, 3 via phone, 4 via email. Each time has been the same: over the phone I have been told to send an email, and over email I only receive copy and paste replies that do not answer my question. In fact, they did not even read my question! The replies have nothing to do with what I ask. It is frustrating to never be able to receive an answer no matter who you talk to.

I wish there was a ZERO star. DON'T get a loan from these guys. Terrible service. I bought a HELOC early 2025. paid it off by end of 2025 and they can't seem to close my HELOC and get their name off of my title records. I've talked to four different people over 3 months. They all told me it was finished. Then, a week later, the loan was still not closed. Wasting my time

Horrible. I paid off my loan and they didn't process it for 2 months now my credit its f*cked.

Never do business with these scammers.

Do NOT do business with these bozos. Get a loan from the MOB before you apply here. I have been a 'customer' since Sep '25 and cannot access my online account. Their late fees are IMMEDIATE - no mortgage grace period - nada! Run! RUN AWAY to your local credit union or anyone with a soul. These folks act like a debt collection agency and their actions show it. Don't bother seeking help because unless they are helping you make a payment, you won't be getting any.

My new HELOC loan was transferred to Shellpoint in the last 3 weeks, I have spent over 4 hours today trying to get my account set up on their web site so that I can make payments. What a mess. I have talked with agent and got my acct number. Tried to set my account up to receive payment, they still are rejecting me. I have spent 4 hours today. They have taken pictures of my drivers license, taken my ss number. I still can't get in.
They have told me I have a payment due in 9 days that is 357$ more than my payment. they quoted accrued interest. can't explain where my first payment went. This is absolutely the worse service and communications I have ever had with a mortgage loan company. Then I come out to look at reviews on this board and this is not a company I would ever do business with. Since I had no control over selecting this provider how can I get help?

Originated new HELOC closed November, servicing immediately sold to Shellpoint. Horrid experience. Customer service staff are nice, they try to be helpful, but the technology/letters/portal/ability to setup auto-payments are not working. They even had my social security last four digits in their system as "0000"- no kidding. It's up to "me" to fix the fact someone did not enter my social security number correctly on their end?

In Feb 2025 my husband and I paid off our mortgage and received an email stating "Congrats! You are paid in full." Prior to making the final payment I contacted the customer service department to verify the exact amount needed to pay off the mortgage in full. Funds were wired. In November 2025, I received a letter from the US Dept of Housing and Urban Development regarding a partial claim loan. Upon contacting New Rez / Shellpoint for clarification I learned that the amount was still due. I had believed that my communication about paying off the mortgage in full would include any partial claim loans associated with the property. Extremely disappointing to discover the partial claim loan had not been considered during my February conversation. When I called and questioned the representative explained that since the loan is held by the US Dept of Housing and Uban Development and not New Rez / Shellpoint they don't consider it their responsibility to inform me about the outstanding balance - Interesting - since I did initiate the process directly through the lender. This experience has left me with an unexpected financial obligation. The lack of disclosure and clarity in customer service was deeply upsetting.

Scam
Never used this company

The worst customer service ever actually crooks deceptive practices ! My loan sold to them ! Sucks !

My mother’s Mtg was transferred to Shellpoint on 09/2025 from Wells Fargo. My mother passed away in 2020, and Shellpoint refused to take any monthly payments from us from the start. We had to prove that we did not have a lapse in insurance for them to clear a $6900.00 escrow balance. Once they cleared that they still refused to take payments from us stating that my mother is deceased and they could not tell us anything about the MTG. 1st they told us we needed to send in a certification of death and a will with a copy of our DL. We did just that and when they finally approved this, we thought that they could discuss the MTG with us, but NO they said we need to have probate docs. We hired an attorney to complete my mom’s succession/probate and when it was approved and signed by a judge, we emailed all paperwork to Shellpoint. I have called EVERYDAY for the past 3 weeks and getting different answers from multiple customer services reps. They said it will take 3 business days to approve the court docs, then it was 5 days, 6 days, then 7 days well now it’s going on 8 business days and when I called today (12/23) they said 10 to 12 business days. Meanwhile the MTG has started pre foreclosure. We cannot get any answers and have the means to pay the MTG up to date. When I told Shellpoint about this, they said we would have to wire the payment to them but REFUSED to tell me how much was owed to bring the MTG up to date. How in the world are we supposed to send a wire if we do not know an amount. We feel that this MTG company is proposedly not allowing us to pay the MTG up to date, so they can foreclose and steal my mom’s house from her rightful heirs.

UPDATE
Shellpoint has responded by replacing the false "Foreclosure Started" remark with another damaging inaccuracy: "Account closed; was over 120 Days Past Due."
This remains false. The account was resolved via the property sale, not charged off by Shellpoint. They have admitted the first error but continue to violate the FCRA by reporting a false default status. My demand is now for correction to the accurate status ("Account closed; settled") and an immediate rapid rescore.

Shellpoint Mortgage is willfully reporting false information on my credit report. Initially, they reported a "Foreclosure Started" remark, which was factually and legally impossible (property sold via HUD sale; Shellpoint held only a junior lien).

This false reporting has suppressed my credit score by over 150 points, actively blocking me from securing housing for medically necessary treatment. It is a clear violation of the Fair Credit Reporting Act (FCRA).

As a mortgage servicer, Shellpoint has direct access to credit bureau rapid-rescore services. You used this system to report false data swiftly; you must now use it to correct your error with equal speed.

I now demand Shellpoint:

1. Correct the account status to the accurate, neutral "Account closed; settled."

2. Initiate a rapid rescore to update my FICO score within 3-5 business days.

3. Provide written confirmation within 72 hours.

Conclusive evidence (HUD-1 & Title Report) has been filed with my parallel BBB complaint. This is a matter of urgent financial and medical necessity. Failure to act will result in immediate escalation to regulatory authorities and my legal counsel.

I purchased a house in Sept 2022 and I haven't stayed one full month in the home because of toxins in the air. I bought an FHA home which wasn't free from asbestos and mold. The smell progressive got worse and was told it was a plumbing issue. Then told it was an HVAC issue, so bought a new hvac. I spent thousands on plumber and HVAC people looking for the smell. I $700 my last go around doing a "smoke" test looking for leaks....no leaks found. Had two insurance companies tell me no problems with roof other than small leak that they said to fix myself. I started making exploratory holes and found black mold throughout entire house. So if there are no leaks then the new paint etc was to hide existing mold in the home.....you can the mold had to be from prolonged growth in my opinion . Plus they stains on the wall I pointed out during the walk through was that there was a leak and it was taken care of..obviously not....insurance said go kick rocks and so did the loan comapny...my house is contaminated and Im sick because of their lies

After 25 years and 4 company passthroughs of my mortgage loan--Shellpont thinks, out of no where and no standing proof, that I owe them 5 digits before I received my house title. I have always paid, paid on time since the previous crooked companies--Conseco, GreenTree, Ditech-- that they bought/inherited. I checked with them in 2024 that I would be getting my title next year--no problem. After 4 certified letters (2 addressed to the CEO's/President of NewRez and Shellpoint), 6 emails, four reports to CFPB, BBB of South Carolina, CA State's attorneys office and the CA DFPI I received a poorly written template letter from some imaginary department. When I made numerous calls--most were offshored to India--no help. My demand is a human being form a department that makes sense--not reading me a script and for them to take accountability that they bought bad loans from companies that took no accountability in business practices--as they have not as well. I want my house deed. All that money you got for a 50K loan that tripled in pay--you must be out of your mind if you think I owe you more money after 25 years. I am not finished with them. They are the worst! Lawyers and media have been contacted.

I used this mortgage company for a heloc refinance in April 2025. Fortunately rates have come down and I was able refinance again using a new lender in November 2025. This new lender requested a balance payoff from shellpoint and paid off my shellpoint loan on November 26th. On my December 8 statement from Shellpoint I noticed they took out the full December 1 payment interest and principle from the new lender payoff (which I can live with interest should have been reduced by 5 days but whatever). Then I noticed they charged me an additional $1690 interest on top with no explanation what this amount covered or why I owed it. It left me with a positive balance of 621.

Wanting to find out what the 1690 interest charge was I called and it took about an hour to get to someone at the company authorized to discuss the charge with. Her name is Anitra. She said she wasn’t in the home equity loan department but she would try and help. So I asked about the extra charge and I got every excuse in the book

1. Sir you opened this loan April 9 and your first payment wasn’t due until June 1. So you owe us interest.

Me - Uhhh no ma’am you charged me prepaid interest on my closing statement.

2. But sir we didn’t receive your request to close the loan until December 8 so we charged you additional interest.

Ma’am can you explain to me on what balance did I accrue 1690 in interest from Nov 26 to Dec 8? Not only does my statement not explain the charge is but you are telling me the balance was zero on November 26 and because the company wasn’t notified to close my loan I was charged additional interest.

How does that make sense?

I went back to my new loan company and they said they did instruct shellpoint to close the account when the payoff was received.

Then She said she would try and get someone from home equity to talk to me because it isn’t her area but unfortunately they wouldn’t talk to me because the loan was closed. Again is any of this making sense?

I got every excuse in the book. The full runaround. I told how bad this was in the customer service department and she said im sorry you feel that way. I said I was to report it to BBB etc and she basically said do what you need to do and then she said my only option left to maybe figure out what this 1690 charge is was to write a letter sign it and email it they might respond with an explanation within 30 days. So yes I feel like they just stole 1690 dollars from with me.

Shellpoint if you are reading this and want to go listen to the call it was on a recorded line the morning of December 10. I’m sure you all can figure out how to listen to it.

Also not so ironically in the middle of this call i got an email from shellpoint saying congrats! Your loan is paid off and that any money owed to me would be paid within 35 calendar days.

Complete fraud. Stay away from this company.

Loan Pronto thanks for hooking me up with this fraudulent operation.

This company is HORRIBLE. I concur with all of the other reviews! My loan landed with them after having been transferred from original lender Wells Fargo to SLS and now to Shellpoint. Payments were not transferred correctly. Have been trying to get this resolved for MONTHS. Letters, calls....you can NEVER get the same rep time after time, and each one gives you a DIFFERENT response, but of course NEVER A SOLUTION! Have filed a complaint with the BBB. Have contacted an attorney, and will file complaints with AG, state and federal CFPB, et al. They have NO concern for their customers. This is the only response you ever get in writing: {Thank you for bringing this to our attention. We understand your frustration. Our team is actively working to resolve your issue. If you have further questions, you may reach out to a customer service representative through the live chat on your online portal or by calling 800-365-7107.} BUT YOUR ISSUE NEVER GETS RESOLVED!

I have similar complaints against Shellpoint. It all began May 20 24 shortly after my husband passed away. Never before did my husband and I ever receive billing statements regarding a second mortgage that was discharged in bankruptcy now all of a sudden they start showing up after he passes away with inflated balances. I would love to know what their response would be when all of the customers on this website have written nothing but negative reviews. How do you respond to that and that end of itself speaks volumes regarding this company’s intent and willingness to work with his clients.