Unfortunately, I was one of the unlucky ones who's loan was sold in a huge group of loans; 1st to Ocwen, (and if you watch the news you know their records were not kept well and they under a mandatory order to fix their records and pay back a lot of money to the individuals they overcharged with late fees, etc...) Again, I was one of those unfortunate home owners whose records were not correct and all my payments were not showing. Consequently, I started get fees, administrative charges, supposed home drive by fees, what ever they could nail me with. I was finally close to getting it all sorted out, when, would you believe it, Ocwen sold my loan with another lump group of loans to Seterus, Inc. That's when the real nightmare began. I had all my proof of payment from Ocwen, needless to say, Seterus wasn't interested. Right off the bat, they told me I was behind 3 months. As I attempted to get this worked out with them, I continued making my regular scheduled payment. Unbeknownst to me, they continued to hold my payment in a suspension account until they had garnered enough money to make a payment with all it's trumped up fees. At this point it had gotten completely out of hand. I was always late for them of course because what I was sending in as my payment didn't cover everything with all the extra charges. Sometimes they even took my payment to pay my insurance and/or my taxes. At the rate, I was knew I would never get ahead unless I paid for all the fees and paid everything completely up to date. Which I couldn't do, and wouldn't do even if I could, because I didn't owe the money they were charging, I had proof! I had bank statements and copies of the returns from Ocwen. So I said Screw it and stopped paying all together. Now I am late, now I owe those fees, but I didn't care, they were going to add them either way. I figured my money might be best spent on an attorney. Then my loan got sold again. To Shellpoint Mortgage. Now your probably wondering what all this has to do with Shellpoint, right? Well, I'll tell you,when they got my loan from Seterus, Inc. accordingly, I was supposedly somewhere around 6 months behind on my house payments and owed some ungodly amount to my escrow account, for taxes and insurance. When I was assigned to a mortgage specialist through Shellpoint it was explained to me that she would be my only contact as we go through the process of changing my loan over. Right away, I knew this was a different kind of company,I didn't have to talk to multiple people and explain my situation over and over to whomever happened to answer the phone, and then hope that what was said got inputted correctly if at all. My Service representative was Gabrielle Scotland, and I must tell you she helped me every step of the way and never faltered. If she wasn't available, I would leave her a message, and you can bet by George, I got called back! (I know unheard of, right!) Well after my paperwork all got transferred and Gabrielle had a chance to look at all the stuff I had. (Bank records, compounded fees, ect..) she spoke with her team and they came up with a plan to get my loan back on track and to do it with me not only getting credit for what I should have, (as in already paid) But also helped me get my escrow back to where it needed to be. Basically, Shellpoint took my loan and threw out my old one, gave me a brand new loan at a lower interest rate, (I might add), and shaved quite a bit of money off my principal. Throughout the entire process, I had one person I had to deal with. She alone asked for what she needed, she alone checked in with me at least every couple of weeks or so, just to let me know how we were doing. She was the one who called and told me what they had approved for the loan. I never once felt like a number. I was always treated with respect and dignity, even though they knew I had stopped paying.I really cannot tell you what a great experience it has been working with Shellpoint, especially after working with the last two duds I had. If you have Ocwen or Seterus, run don't walk away, far away. If you are stuck there like I was, I'll pray for you and hope they sell you to Shellpoint. Hey, Maybe you can ask your lender if they would sell you to them, it's worth a try. It beats, beating your head against the wall, and Shellpoint will do there best to work with you. You'll remember what it feels like to be a customer, not a reprobate. read more

A Masterclass in Financial Incompetence and Bureaucratic Nightmares Rating: (0/5 if I could) I am convinced Shellpoint's 4-star rating is entirely fabricated, because a quick scroll through actual customer experiences reveals nothing but an absolute graveyard of 1-star reviews. My experience with them has been an unmitigated disaster since the day they acquired my mortgage. If you enjoy a company where the left hand has absolutely no clue what the right hand is doing, Shellpoint is for you. They are fractured into endless, siloed departments, ensuring that nothing can ever be resolved in a single phone call. Basic math, reading comprehension, and communication are completely non-existent skills across their entire organization. Here is just a snapshot of the incompetence I have been forced to deal with: Credit Damage Out of the Gate: When they first took over my loan, they had zero record of my account for the first two months. Because of their own administrative failure, they hit my credit report with late payments. To this day, they refuse to budge or correct it, leaving a massive negative impact on my credit score and financial life for a mistake that was 100% theirs. The Hurricane Beryl Extortion & Inflated Costs: After Hurricane Beryl damaged my home, Shellpoint withheld the insurance payout needed for critical repairs. Because they held my funds hostage, I was forced to take out a separate loan--paying interest out of pocket--just to get work started. Worse yet, their deliberate delays pushed my repairs right into the middle of post-storm material shortages. As a result, I had to absorb massive price increases for materials on top of paying interest on a loan I never should have needed. Meanwhile, they sat on my insurance money, collecting interest for themselves. To make it a total joke, they refused to reimburse me until they did an "inspection" they never even showed up for--instead, they expected me to climb onto my own roof, take photos, and do their job for them. Escrow & Insurance Disasters: They completely missed a portion of my insurance during an escrow review and sent me a "surplus overage" refund. A couple of months later, they arbitrarily forced lender-placed insurance onto my property--despite the fact that they had literally just paid my actual insurance out of the escrow account. It took months of back-and-forth and repeatedly sending proof of a payment they issued to get it removed. Sudden Payment Spikes: Right after fixing that mess, they suddenly realized they forgot to calculate windstorm insurance in their original analysis. They immediately jacked up my monthly payment to cover their mistake, throwing a massive wrench into my personal budget. Their complete lack of basic operational knowledge places a constant, unnecessary financial burden on their customers. What happened to actual customer service? Why am I paying for insurance if I am forced to pay out-of-pocket for repairs while this company holds my funds hostage? Shellpoint is a parasitic mortgage servicer that treats homeowners like an administrative afterthought. Avoid them at all costs if you have a choice. read more

****(Shellpoint/NewRez must require all employees to submit 5 star reviews!!! I guarantee you NO chance this mortgage company rates 4+ stars legit!!)**** READ THE 1 STAR REVIEWS TO SEE TRUTH---there are 230 BBB COMPLAINTS filed against this "company." ______________________________________________________________________ Nasty little corporation that operates with SHADY "methods of Operation (MO). Since I've owned almost 100 properties, I've dealt with many banks/credit union/mortgage servicers. But nothing like New Rez/Shellpoint!!! My disabled veteran brother refinanced his property few times--last time ended up with DiTech....which in the 2 years I paid his mortgage, was professional, prompt and totally transparent--the polar opposite of NewRez (which "bought" my brother's loan in bankruptcy settlement of Ditech assets.) NewRez assumed the loan in Jan 2020; first few monthly payments were difficult and time consuming to complete. Then NewRez raised payment $100 month to increase escrow account---even though I have the escrow account they furnished---which shows positive balance. So I asked for payoff statement. I authorized NewRez/Shellpoint to withdraw that exact figure from one of my accounts in a telephone payoff payment. Not only did they remove MORE THAN AGREED AMOUNT....they misplaced my funds and took extra month of interest out of my escrow refund check even though they showed the funds arrived correct day!!! Every different employee has different story to tell--although all say they "will take care of problems"....which NONE HAS! Now the "story" has switched from misplaced funds to paying entire amount to principle and none to interest (which is impossible since principle was FAR LESS than payoff figure)....now their "story" is the ILLEGALLY withheld $380 is for "mortgage servicing"---which is NOWHERE IN PAYOFF STATEMENT....nor in any paperwork from DiTech who contract NewRez bought---BUT CANNOT CHANGE!!!! SO BY THE HUNDREDS OF COMPLAINTS FILED WITH BBB...it's quite evident this is their corporate MO---they steal....invent fictional charges....fail to legally extract funds...they train their employees to dazzle customers with brilliance all the while baffling them with bullsh*t!!! ______________________________________________________ ****DO NOT DO BUSINESS WITH NEW REZ OR SHELLPOINT**** ______________________________________________________ I paid off 4% mortgage to eliminate the monthly headaches dealing with payment. Now to get refund of ILLEGALLY retained $380 from MY escrow reserves!! read more

Negative Stars. There is at least 2 class action law suits in California for New Penn Financial / Shellpoint Mortgage. These are the only ones I know about. LAW SUIT #1 Case No. 2:15-cv-09108 CLASS ACTION Plaintiff VIRGINIA MASTROIANNI, Individually, and on Behalf of All Others Similarly Situated. Plaintiff,v. NEW PENN FINANCIAL, LLC, a Delaware Limited Liability Company Doing Business As SHELLPOINT MORTGAGE SERVICING; DOES 1 Through 10, Inclusive. LAW SUIT #2 No. SACV 14-1558 AG (JCGx). TEJWANT S. BAL, v. NEW PENN FINANCIAL, LLC. United States District Court, C.D. California. June 22, 2015. I am in the middle of a Law Suit against Shellpoint Mortgage, also in California, individually, nothing to do with the ones mentioned above.. I have been contacted by phone and email by people that want to know about how to file a law suit against Shellpoint by people in similar situation as myself. My experience, I applied for a loan modification. I got nothing but repeatedly requested to resend documents over and over again for more about 2 years. At the end while I was still sending requested documents, Shellpoint filed a Notice of Trustee Sale violating the dual tracking law under the California Homeowner's Bill Of Rights, they also did not provide me with a single point of contact in actuality, they did provide me letters appointing a single contact to cover their assets, but He was never available or returned my calls. My loan was covered under the Department of Justice Settlement with Country Wide / Bank of New York. Later transferred to Resurgent Mortgage who merged to Shellpoint. Horrible customer service, rude representatives. Not all of them to be fare, but half of them. At the end it didn't matter. All I can say to everyone dealing with Shellpoint Mortgage / New Penn Financial if it helps you in anyway, save all your documentation, write who you talk to, name, time of the day and all your conversation. All fax receipts, all documents sent. It might come handy one day. I wrote all my conversations only because I am forgetful, not because I planed on suing them. If I hadn't done that, I would be hitting my head on the wall right now. I would have been foreclosed on a long time ago, because you can sue people day and night, only to be dismissed by a judge for lack of evidence. read more

I regret to report significant dissatisfaction with my experience following the transfer of my home mortgage to Shellpoint. Since this transition, my efforts to obtain clarification regarding an extraordinary annual homeowners' insurance premium of $10,000 have been met with consistent disregard. I have obtained a competitive quote from Allstate for $3,200 annually. Despite my repeated attempts, including three months of communication to connect with the appropriate department, Shellpoint has not coordinated with Allstate to accept this more favorable policy. Approximately six weeks ago, Shellpoint assured me that the Escrow department would adjust my payments accordingly. However, during a recent conversation with Latisha, I was informed that my request was denied. I spent approximately thirty minutes explaining the previous discussions and agreements. Latisha has submitted a new request for the escrow team to contact me, although I have been informed that they are inaccessible to clients as they are classified as "an internal team." As a consequence of Shellpoint's actions, my 45-year credit history is being compromised, with indications of late payments despite my consistent, timely mortgage payments prior to the increase implemented without my notification. It is perplexing that I am expected to pay an additional $300 per month when, under the Allstate policy, my costs should decrease by at least $100 compared to the original mortgage payment before the increase occurred. I am currently considering legal action against Shellpoint for the damaging impact on my long-standing credit history, defamation of character, and emotional distress caused by their inefficiency. read more

The good: CSRs are very responsive, polite, and understanding of issues requiring additional assistance. A misapplied principle payment took a month, several calls, and a couple of emails to resolve, but eventually was resolved. The CSRs are helpful and relay what they see on their end while on the call, and seem to know what needs to be done to resolve a problem. The bad: "Archaic' payment methods (snail-mail and phone) are the only options to avoid additional fees when making payments. The ugly: There seems to be a breakdown in internal communications, as the subsequent 'tasks' that need to be completed to resolve a situation are not getting completed. CSR #1 set up a 'task' to be completed to fix a misapplied payment, but the 'task' was not done timely. 4 more calls, and each CSR could see the 'task,' and indicated to me that indeed, it was posted in their system, but the information was evidently not being communicated to someone internally for final resolution (not the CSRs responsibility- I get that). Two additional emails to managers (at the instruction from CSRs) and the internal 'task' was finally completed/resolved. I consider myself a little more patient than others who expect 'instant' results, but 5 calls and 2 emails to managers expressing my frustration at what would seem an easy issue to resolve did try my patience over a month's time. I keep a close eye on my account, and for now will continue to use their free options to make payments, but frustrated that in 2018 they are not more technologically savvy to reduce and correct errors, and provide more advanced (and free) options to make payments (online and/or app). read more

Loan Recasting Request - Unacceptable Delays and Confusing Communication I'm writing to share my frustrating experience with the mortgage loan servicing team regarding my loan recasting request. Sadly, it appears my case is not unique--many other reviews echo the same complaints: "deliberate delays," "lack of transparency," "dragging their feet." This trend suggests that such inefficiencies are systemic rather than isolated. My request was submitted on March 11, 2025. Today is May 6, and I've just been informed that I'll have to wait at least another month before seeing any change in my monthly payment. This is despite making a substantial principal payment and paying the recasting fee two weeks ago. To add insult to injury, I was told that my request could still be denied at this point--after all that time and money invested! What's more alarming is the inconsistency in communication. One customer service representative gave me a specific explanation and timeline, only for another to later dismiss it as incorrect. So now, as a customer, I'm left wondering: What exactly is the correct process? How am I supposed to make informed decisions if the information I receive varies depending on whom I talk to? For a company that offers online chat and touts digital convenience, the turnaround time for a simple servicing request is utterly unacceptable. This process should not take months, and customers should not be left in the dark or misled at every turn. If you're considering working with this servicing team--be warned. The lack of urgency, clarity, and accountability is incredibly disappointing. read more

Disappointing Experience with Shellpoint Mortgage Servicing I recently had a challenging experience with Shellpoint Mortgage Servicing that I feel compelled to share. Throughout my ownership of a vacation condo, I encountered issues related to their insurance practices that left me dissatisfied. One major concern was their handling of forced insurance, which they implemented as a revenue stream. Despite providing documentation that clearly indicated a $300,000,000 building coverage on the first page of my policy for the vacation condo complex, Shellpoint Mortgage Servicing claimed they couldn't see the overall coverage. This discrepancy led to an unjustified $5000 charge for forced insurance, which persisted since the inception of the loan. I took the necessary steps to address these concerns by reporting the matter to various government agencies. However, the challenges persisted, including the refusal to provide a payoff within the legal time limit when I sold the condo. What further adds to my disappointment is the fact that Shellpoint Mortgage Servicing has faced legal issues in multiple states and has been found guilty. This raises questions about how such practices can continue and why the company is still in business. I share this experience not only as a means of expressing my frustration but also to raise awareness about the challenges others may face with Shellpoint Mortgage Servicing. It's essential for consumers to be informed and cautious when dealing with such companies to prevent further instances of questionable practices. read more

I really wish the investors/owners of Shellpoint would have an independent audit of the entire operation. From the time my loan servicing was transferred to Shellpoint more than 2 years ago there has been one mistake after another. My paper statements often are sent out to me late (I receive them only 2 or 3 days before the due date), and almost every one has at least one error. I originally had auto-draft, but they were over-drafting (in some instances more than twice the correct payment. In other instances they had miscalculated the payment. I couldn't take the chance they would clean out my bank account!) The most recent statement had some unexplained fees due. I immediately called Customer Service. After being on hold for some time, the agent returned and said the charge was in error and I did not have to pay. Now my concern is my next statement will say I did not pay the correct amount and they are charging late fees. I worked in mortgage banking for more than 30 years and have dealt with hundreds of mortgage servicers. Shellpoint performs well below their competitors. There is a serious problem with the management that needs to be addressed. If I could afford it, I would refinance with another company, but then be constantly worried that Shellpoint would wind up buying the servicing and I would be right back where I started. I have nothing negative to say about the Customer Service Staff. They have always been respectful. The problem at Shellpoint starts at the top. read more

I have had shellpoint for about 4 years now. My loan has just been transferred to a new company called Flagstar (?). Man why must they transfer in the month of December! Shellpoint did a good job servicing my loan. They have a great webpage and I have had no problems speaking to a human when calling. They offer bi-weekly payments, which is great for bank and consumer alike. The only thing is the bi-weekly is on the days THEY PICK. fine. So on a couple of occasions, they have charged me a late fee for pulling out my money on the alternate Mondays THEY PICK. They credited it the next month. I called and stated change the dates so its not even on there, they said not to worry it doesn't count as late, and we credit it back. well on one occasion (first) they didn't do so until I called. The 2nd time they did it, I called again. thereafter I kept track if a Monday ever fell after the late date, and they did auto charge and credit back. Overall I have been happy with the service, but check your statements, especially in the beginning when you are transferring to them. Do your due diligence as a consumer. read more

Shellpoint bought my mortgage from Chase and offered a modification of which I desperately needed. Upon my third month of payment for trial, their website didn't process my payment and I was no longer eligible for a modification which meant foreclosure. The foreclosure process started while I tried to receive another modification due to their error! They, after many talks and requests of sending in two sets of mod. applications and many supporting documents, and keeping a VERY close watch on how they accepted and processed all of the documents, I was accepted again within days of a sheriff's sale of my home which WAS listed on and still may be on a foreclosure list! After all is said and done, I am very happy with Shellpoint's service. It was a little rough at first but Mr. Cliff Flash my personal point agent was a joy to work with. The assigned agents aren't always available but customer service does note your conversations fairly well to keep all information documented. Like all business you have to do your own leg work to ensure you are getting what you are to receive. So far so good....we'll see! read more

I do not recommend this company based on my experience working through a mortgage situation involving both OCM Bancorp and Shellpoint Mortgage Servicing. My experience closely mirrors many of the concerns already mentioned in other reviews, particularly around inconsistent communication and lack of clarity. Throughout the process, I made repeated efforts to stay proactive by submitting documents and following up regularly. Despite this, I often received delayed responses or conflicting information depending on who I spoke with, which made it extremely difficult to understand what was actually required. There were also aspects of the process that felt disorganized, and at times it seemed like there was little coordination between OCM Bancorp and Shellpoint. This added unnecessary stress to an already serious situation involving my home. For something as important as mortgage servicing, there should be a much higher standard of communication, transparency, and accountability. Based on my experience, there is significant room for improvement in all of these areas. read more

I am currently coming out of a bankruptcy. That was the stupidest decision that I have made in my life. I am a widow and the only way that I could hang onto my house was to file bankruptcy. Well once you file bankruptcy EVERYONE thinks you are a low life. NO ONE would help me during the pandemic because they thought that I was a frivolous spender and was trying to cheat the system INCLUDING Shellpoint Mortgage Servicing. I couldn't even buy a vacuum cleaner on credit because of this bankruptcy. YET I had the pleasure of calling in and talking to 2 of the nicest associates. All I said was "Please help" I know we are not supposed to be talking to each other but I need to know when my 1st payment is due. I don't ever want to get behind again. They were very polite and respectful. They represent your brand very well. I am sure it was some federal government ruling to set people up for failure. NOT NICE!!!! I was a trooper and one of the 5 year survivors. Happy @ Home. read more

I have no complaint with Shellpoint's customer service. But I have a lot of complaints about the company itself. First of all they didn't send me any paper statements for almost a year - and it wasn't because I was signed up for an online statement. The reason they didn't send me any statements was because they were overcharging my escrow account and they didn't want me to have PHYSICAL PROOF of it. But after I complained about it, (meaning that they knew that I knew), they refunded my overpayments. The second transgression was when they claimed that they didn't receive my monthly payment. So on the last day (before late charges) I called and made a credit card payment. Then I stopped payment on the check, which cost me $30. Two weeks later they "discovered" my check and deposited it...knowing full and well that I'd already paid. The bank correctly refused the check and Shellpoint charged me $35 for a "bad check". I think they planned this the whole time. read more

Shellpoint Mortgage Services they're Crooks they like they argue with you on the phone they took my parents house after my dad passed away they took it six months after start of the foreclosure process blocked my emails block my mom's emails so we couldn't send the right documents told us what documents to send and they were the wrong one modification process they still continued to do foreclosure that's why they wouldn't answer our phone calls to call us back David zepeda what a creep they totally robbed my mom her house my family's home after my dad passed away in his I can't tell you how sick this company makes me feel and how they continue to do this to people and nobody has shut them down or stop them it's awful and you know God have me mercy on your souls we're doing people wrong like that David zepeda you're you're a real liar and I hope you're fired hope the whole company gets closed down read more

I recently lost 90% of my personal belongings and my home was destroyed in a flood. Shellpoint is my mortgage holder. My mortgage is on time every month. (Automatic payments). Fortunately, my insurance covered the loss and paid in a timely fashion without much hassle. However, all of the insurance checks had to be endorsed by Shellpoint, as my mortgage holder. Trying to get the funds back, so that I could pay the contractors that were rebuilding our home, took forever and there was no communication with me AT ALL! Their representatives who answer that calls, read off a script, and only give 1/2 of the information needed. I am fortunate to have a contractor who was patient. Shellpoint should be ashamed of the way they handle these losses. It's devastating enough to loose everything you own. Then to beg for your $ is just rubbing salt in a very deep wound. read more

This company has invisible notaries, prefabricated notes, I was told by one of their so called ignorant representatives it is more important to pay them than to eat. I have cancer and there is no compassion whatsoever. I am taking my case to the appellant court. I am looking so forward to them getting fined like no tomorrow and with the fraud on my mortgage, I will and shall WIN this case Stay away if you have any brain whatsoever. With the fine they will have to pay would payoff my mortgage 100 times. I am so excited about this. I worked in the mortgage business for 35 years. Thank the good Lord above I have the knowledge and experience to catch fraud in a second. Check your signatures, I have over 10 Robo signers on my forms. They do not even own the note now how funny is that???? When I called them ignorant I meant it!!!!!!!!!!! Stay away far away. read more

No way to escalate a missing payment. I am out $1000 from my bank account and have provided proof of payment multiple times and called a dozen times and every time I get the same runaround from their call center - "I have put in a request to get this resolved, please call back in 24-48 hours." It is ENRAGING that I have done this close to a dozen times. My mortgage was transferred to Shellpoint in June and they sent two of my payments over to Shellpoint but only 1 has shown on my account. I have sent in Fedex tracking numbers, check numbers, proof of the payment clearing my bank account, multiple times and it simply will not get resolved. I cannot talk to ANYBODY at Shellpoint despite my dozen calls and requests to escalate. This is the worst mortgage servicer I have ever dealt with in my time as a real estate investor. DO NOT USE SHELLPOINT! read more

Loved working with Nashera Douglas (my point of contact), besides all the attributes one can acquire while in training as a customer service representative, which by the way, were exceptional, there was the personal touch, the dilligence to address any and all of my concerns, the k owledge abouth the forbearance process, if she wasn't sure about something, she would get the answdr and get back to me in a timely manner. And there was the human side, so.ething you are either born with it or not, that is not a trait you learn in school. Mrs. Douglas made me feel like I had a personal assistant, she made me feel like a person, not a Loan Number. Mrs. Douglas is the type of employee that needs ti be praised and celebrated for all the good things she brings to the table. She is a true asset to your company. Sicerelly, Carlos Guerra read more