DO NOT USE THIS COMPANY EVER!!! This is a "debt collection" company, not a "mortgage company." This is obvious by how hard they make it for you to pay and so they can try to foreclose on your property. They DOUBLED the cost of my mortgage without any warning claiming it was needed for my escrow, which I never even agreed to them taking. Their systems are down all of the time. My representative is out sick for days and apparently there is no one else who can take care of my time sensitive payments. So, by the time I am able to pay what they are asking, they tell me they will not accept my payment unless it is the exact new amount they are requesting, but they take days to tell me the new amount. Every single representative I speak with tells me a completely different story. This has been a nightmare. read more

QUASSI-CRIMINAL !!!!!!!!!!!!!!! My mortgage was bought by Shell Point Mortgage well over a year ago and from day one has been a DISASTER. My payment has risen over 40% from my other mortgage company and you can not contact these people via phone or get logged on to your account on line. They have one phone # and all you can do is make a payment. This is designed this way by Shell Point Mortgage to avoid all the complaints and fraud they doing. This is going to stop very soon for them because I have hired an attorney and started a class action lawsuit. Ms. Kara Watt Compliance Manger of Shell Point Mortgage will be addressing this problem very soon. I can't stress enough to anyone that is a customer or possible future customer , STAY AWAY AT ALL COSTS!!!! THIS HAS CAUSED OUR FAMILY MAJOR FINANCIAL PROBLEMS AND UNDO STRESS!!!!!!!!!! read more

Work dropped off during the COVID19 outbreak and continues today making it difficult to earn enough to stay current in our bills, and especially our mortgage payments... Shellpoint's personal contact person has been hugely helpful in navigating the course to redeem our mortgage and hold on to our property. The general "can do" attitude of the contact person and the company gives hope and confidence to us towards retaining our home during these challenging times. Thank you Shellpoint. read more

Shellpoint Mortgage Servicing - Recent snow storms knocked out our power. - Mortgage Brokers Near Me - Greenville, South Carolina

Nearly impossible to get mortage servicing items fixed like names on account, insurance payment corrections, etc. By far the most difficult mortgage servicing company I have dealt with in 30 years and 20+ properties. read more

Do NOT recommend them. We didn't choose them, they bought our mortgage less than a week after opening it. You can't pay off your loan easily. I tried to pay it off and it took 4 days because you could only pay so much per day. I finally paid the full payof amount and they didn't post it to principle so they are still charging me interest. Also their website has a lot of issues. Customer service was not helpful. Said I have to wire a payment even though they have already received the FULL payoff amount. Learn from our mistake! read more

Terrible. Selling mortgages how criminal. We phoned in Dec 2034 to find out how much to pay off the loan. They must be foreigners, they had no clue. So they kept sending us registered letters on how to contact them. Clueless. I went on line and used the seld help tool. You mean to tell me their own people had no idea how to use their own software. Americu sold the mortgage to them. Stupid people. I hope you go bust. read more

Shellpoint Mortgage is the sloppiest company I have come across. I took out a mortgage with Franklin Loan Center and Shellpoint purchased it. I sold the house and I was owed money from Shellpoint. They sent me a check all right-----------addressed to Franklin Loan Center!!!!!!!! I have been trying for two months to get this straightened out and every single time I get an agent with a foreign accent which I cannot understand and they try to tell me that I am not on the loan! Who in the f*** do they think has been paying on the loan???????????? Now the latest is that they have it in their records as a commercial loan and I am not even on the loan number that they assigned me. My advice to anybody who has had their mortgage sold to Shellpoint is to get out as quickly as you can. I wish there was a space to give ZERO stars because they do not deserve even one. Next time I take out a mortgage I will ask if they plan on selling the loan and to whom they will sell it to. Beware of Shellpoint, they are extremely sloppy and unprofessional. read more

Do not use this company. If your loan is sold to them, refinance immediately. When you call, all their people and automated greeting state they are a debt collector, as if to rub it in your face that you had to get a mortgage. Also, it does not give a feeling they'll work with you. I am a government employee working since 1 OCT 2025 WITHOUT a paycheck. I called them to let them know I had $1000 remaining in my checking account, I haven't paid any utilities, and can I get a deferment until the government opens back up and I get a paycheck. They proceed to ask about all my payments, all sources of income, and they'll get back to me in 5 days with a payment plan. I asked how they are going to make a payment plan when the mortgage is $1100, I have $1000, and utilities on hold and food & gas to purchase? It's been 7 working days and no reply of their plan for what funds I have left. If you refinance immediately, you should get the same interest rate elsewhere and not have to deal with this company. read more

I'm concerned and confused, this company takes over charging for fees you never know anything about takes your escrow applies it to my insurance that I have been paying with my mortgage and taxes, and insurance was altogether before the took over from SLS. the will not apply my mortgage payment until they collect there fees. the don't take your debit card anymore. so you send a check and the cash after the due date. the mortgage increases but they can't tell you why. there not going under SLS policy. but never let you know what was coming your way. threatening consumers sending out foreclosure. they need to reported. BBB. put on high alert. this just like Countrywide. SCAMMING PEOPLE. these ridiculous fees. read more

Unfortunately, my home burned down on April 6th, 2023, and my mortagage company at the time was sold to Shellpoint Mortgage. Because my insurance company pays the claim checks to both Shellpoint and me, I'm at their mercy to get the funds released to pay my building contractor for their work. When Shellpont purchased this other mortage company, they delayed transfering my insurance money to them by 4 weeks before I could get one of their contarctor inspectors from a comapny called Cyprix to come out to determain the % of work completed on my home. To make a long story short, I have been out of my home for 18 months, called Shellpoint over 50 times (45 to 70 min each time calling), and letters to the CEO and still don't have all my money to finish my home rebuild. What a horrible experience to go through. Gary B. read more

Review of Negative Experience with Shellpoint Mortgage - Payoff Request Nightmare I am deeply disappointed and frustrated with my experience attempting to get a mortgage payoff amount from Shellpoint Mortgage. What should have been a straightforward request has turned into a convoluted, stress-inducing ordeal that has not only delayed the sale of my home, but left me feeling completely disregarded as a customer. When I initially called to request a payoff amount, I was told it would take five business days. That timeline soon changed to 5-7 business days, and then later to 5-10 business days -- each time I called, a different Shellpoint representative answered the phone with a different answer. Not only was there a lack of consistency, but also a complete absence of accountability. Each time I asked for escalation or further clarification, I was told there was "nothing more they could do" and that I'd just have to wait. There was no urgency, no concern, and certainly no effort to take ownership of the situation. The last two representatives I spoke with were Ronda R. and Omell M. Ronda had assured me a manager would call me by the end of the business day -- something I was genuinely relieved to hear, given the mounting pressure from my pending home sale. However, when I called back around 5:00 PM to follow up (after receiving no call), I was told by Omell that manager callbacks are not guaranteed and that the "standard" callback time for a supervisor (not even a manager, as I'd specifically requested) is 1-2 business days. This is unacceptable when I have a buyer waiting to close, and I'm unable to give a closing date because Shellpoint can't provide a basic document that nearly every mortgage lender can deliver electronically within hours. It's appalling that in this day and age -- where digital systems should make this process quick and transparent -- Shellpoint instead offers vague timelines, contradicting information, and endless delays. I cannot help but question whether this is intentional, designed to stretch out the loan payoff period and squeeze out extra interest payments. I have always had an excellent standing with Shellpoint and managed my account responsibly, yet when it came time for them to perform a simple service, they failed me at every turn. The customer service was inconsistent, disjointed, and completely indifferent to the urgency of my situation. Unless Shellpoint makes significant changes in how they handle payoff requests and train their representatives, I cannot in good conscience recommend them to anyone looking for a responsible and responsive mortgage servicer. read more

The worst customer service EVER!! They expect me to give them my SS# before they will talk to me... NOT GOING TO HAPPEN!! Sometimes you get a person who will use something else to verify, and sometimes you don't... And FYI... I have to input the last 4 of my SS# to get to them... They call me on the phone, they call my phone number that is on file and want me to give them my SS#... they are also rude!! Too much Fraud out there... I NEVER WILL GIVE ANYONE MY SS# !! Oh and FYI... I always pay extra on my mortgage payment, working on the 15-year plan!! This one time my bank made a mistake, and the payment didn't go out... and when I found out I dbl paid!! Dealing with them... Just plain rude!! No wonder they have a poor rating!! They are rude!! read more

I am new to this company as my mortgage was transferred but it has been an absolute mess the entire time. No one knows what they are doing or why I can't get my account to work correctly and allow me to pay online or see my documents. They initially just kept saying it is still being transferred then the responses were oh your account isn't registered. I would say I a literally logged into my account right now...they claimed to have submitted some IT tickets and said they would call me back. Never got a call back. They told me to hold off paying until it was resolved. Then last week I get a call asking for payment...I of course said well is my account resolved - she said oh are you having trouble logging in... I literally put my face in my palm. These people have no idea what the other person is doing. She again said she would put in an IT ticket because I now can't even log into my account and when I try to register it says account already created. They said I would get a call back within 48 hours and here we are a week later and zero call back and no way to log in. Just says not available at this time. GET IT TOGETHER SHELLPOINT! People are trying to pay you. read more

We have had such a great experience with Shell Point Mortgage. They have been so helpful whenever we have had hardships through the years. They have never been unprofessional, rude, or displayed any unbecoming behaviors. They do not bother us, even when we are a little late. read more

They spent over a year lying and misleading and failing to adhere to proper rules and regulations. Strongly advise anyone having problems with shellpoint to file complaint with Consumer Finance .gov Also looking at filing a class action for their failure to properly handle HAF funds and properly reinstate loans. They try to gaslight their customers (ME and others) and fail to give a full accounting of all charges, credits, and fees waived under HAF (Cares act Pandemic/Covid related funds for Homeowners Assistance Fund who were impacted) They are apparently being tricky and only counting half the funds they receive. They trick customers by sending out a mortgage statement and having the nerve to claim that homeowner is late again. Late when they just received HAF funds and still have not properly reinstated the loan NOR giving a proper and full accounting. Just look at reviews by their former employees and you can see they need to be fined and shut down by govt regulators. read more

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They start every phone call with - "this is a debt collection and the reason for this call is to collect a debt" Weird and rather insulting. I don't trust them - they tried to say that my home insurance wasn't verified and tried to make me buy their insurance - after hours of calls and emails to both my insurance they finally admitted it was their error. Frustrating if I could change I would. read more

Shellpoint mortgage is horrible They add incorrect fees to your account Long hold times That are rude once they answer They add extra charges and then refuse to remove them. I have had to spend too much time with them trying to fix my account. There services are horrible. And not worth it I would go with another company so you don't have to buy it out with another company. read more

When dealing with finance you need to have confidence in those you choose to work with. One thing that gives confidence is fairness, that's what I've experienced so far with Shellpoint, I've been a customer of theirs for over 20 yrs thru 3 different mortgages. There's been some rough times but overall it's Shellpoints fair treatment of us that's made things work out. Several years ago I was in a partnership with my daughter on a property and when she went thru a nasty divorce Shellpoint remained patient and fair and that helped us through some tough situations, so I've remained a customer of theirs to this day sand I say thank you to them. read more

The worst company of all time! They are like the mafia!!! This company should be banned from servicing loans. Every time I try to make an online payment from my bank account, it tells me that my account information is incorrect. But when I make a payment through the automated phone system, it takes the minimum payment with out issue with the exact same banking information. Unfortunately, it will not give me an option to make a principal payment by way of automated phone payment. It just simply WILL NOT let me make a payment on line and it definitely will not allow me to make a principal payment. This obviously keeps me from paying down my loan faster and therefore forcing me to pay mostly interest on every payment. Then when you try to call, they always treat you like youre in collections by saying "This is an attempt to collect a debt". The customer service is combative, inconsistent with information, and just simply rude. In addition, the loan is in my husbands name only. He has written letters and given verbal authorization to speak to me on his behalf 6 times now. They still will not speak to me. I am going to try and start a class action lawsuit against them. Please contact me if youre interested. read more

this company along with their partner homeowners insurance company committed a crime, then lost one of my mortgage payments, failed to honor my homeowners insurance that I pay for and failed to endorse my homeowners insurance check. I have proof of all their errors and extortion. I would not do business with SHELLPOINT nor their partner insudance company. they will mess up your credit as well. read more

This company is the worst you can get when it comes to mortgage companies in the US. They hold you hostage when they are supposed to pay, but if you don't pay for any reason, they go crazy about it. read more

This company is horrible. They over charged me for escrow and have refused to give me my money - over ten thousand dollars - for over three months. I am having to sue them to get it back. read more

Shellpoint has recently taken over service for my mortgage and is harassing & threating fee collection regarding proof of insurance. I have had many mortgages over the past 40 years and have never been harassed like this company. They have threatened collection of $293.47 for 15 days of insurance (for which I also had coverage) equivalent to $7,043.28 yearly. For a second time, I now have to prove to them I have insurance. This company should be investigated by HUD, CFPB, FTC, State of Georgia read more

My loan was recently transferred to this company. I paid my monthly payment and 3 days later they still have not applied the payment to my account, despite calls asking them to do so. After making the total payment due, I checked my account a couple of hours later and in addition to the payment being unapplied, there is a new fee of $107.00 on my account listed as "other fees". I call back and ask what the new fee is that wasn't there earlier in the day and they say they don't know and it's from the previous servicer. How? The previous servicer no longer has my loan. Feels like a scam company. If I hadn't checked my account again the same day after making my monthly payment, I would have assumed that my payment went through and not known about this impromptu fee. There's gotta be a class action suit coming down the road against this company at some point. My advice: stay on top of your account. I was going to do auto pay to pay my bill each month. After this, I don't trust them to do that right or honestly. I will manually pay each month because it will force me to check behind this seemingly shady company each month. read more

By far the worst company I have ever delt with. Our mortgage was sold to Shellpoint back in August of 2024. First they didn't pay our house insurance for 4 months. Then our insurance company reached out to us asking why payments haven't been made. We contacted Shellpoint to ask why our insurance company hasn't received paymen. They tried to tell us that it was our fault for not paying them. Then tagged on $3000 to our house payment saying it was a penalty for not having insurance on the house. WTF!!!! worse story now. my husband had a heart attack and hasn't been able to work. We fall behind on payments. We applied for assistance. Did all the paperwork requested. They continued to tell us they needed this paper again. Then this paperwork again. Then that paperwork until it fall into foreclosure status. We got all the money together and wired it to them. They put it in a suspended account and continue to say we need to send more money. We owe $85,000 on our home and it's worth over $400,000. They just want our property and are doing everything to foreclose on us. Down right criminals. We have been here for 33yrs. They will not win. As soon as we get everything taken care of we're taking our loan to a more reputable company. Stay clear of this company read more

This is a terrible business to deal with, BEWARE!! I was in a desperate with them for over 2 years about the amount they had I owed on my loan. I spoke to many different agents over the years who was on power trips and refused to help. I refused to pay what I didn't owe so after 2 years one agent was helpful enough to listen and worked with me so I was able to clear out this account. This is a company I think is terrible. Keep track of every transaction and conversations you have with this company. BEWARE!!! read more

On Wednesday, September 4, 2024 at 14:58:02 PM EDT, Mathew Wilczynski wrote: I continue to receive nothing but delay tactics and no help from anyone I speak with at Shellpoint. I spoke with a Supervisor about my "so called escalated ticket" yesterday for nearly 2 hours and he advised he would call me back today at 1:30 pm ET. Well, no surprise, he didn't call me back. I called into Shellpoint again today, looking to speak with a manager or higher, but surprise, surprise, no one is available to speak with me. Bottom line, my account is part of the transition from Specialized Mortgage Servicing, a.k.a. Shellpoint effective July 1, 2024. A wire transfer of $50,891.14 was sent on July 9, 2024 along with payoff and close account instructions at the same time. On July 9, 2024 the payoff amount of my loan was $49,869.36, which means a REFUND of $1,021.78 is due to me. I do not know what else I have to prove, explain, plea with your organization, but I have received nothing but excuses and run around that you guys are busy, be patient, we don't see your account request to close, we only show you due $500+ coming back as the account was just closed, etc....all not helpful in any manner and not sure why this is so complicated. Yes, the account moved from Specialized Loan Servicing to Shellpoint on July 1, 2024 and my loan closed a few days later and the wire transfer was sent on July 9th along with request to close account as paid in full, however through the changeover, the issue is 100% on your side which appears to be just incompetence. I sincerely hope I don't have to secure an attorney and file a lawsuit against your organization, but it appears I may have to to cover my REFUND, all attorney's costs, and additional damages due to gross negligence. On Wednesday, August 14, 2024 at 12:08:02 PM EDT, Mathew Wilczynski wrote: I am concerned that this process has taken so long, but it appears that some movement has been made to refund me the difference, however it should be from the date of payoff, which was July 9th and not include any additional accrued interest from then until you resolve in August to refund. On July 9th, a wire transfer of $50,891.14 was sent and received by Specialized Loan Servicing, now known as Shellpoint. At that time, the balance of payoff was $49,869.36 which means that a refund in the amount of $1,021.78 is due back to me. During this transaction communication was also provided that the account was to be paid off and closed. My expectation is that any Shellpoint account is closed and my refund is provided as of the date of actual payoff, July 9, 2024 in the amount of $1,021.78 be sent to me ASAP. Best Regards, Mathew S. Wilczynski On Tuesday, August 6, 2024 at 11:49:36 AM EDT, Mathew Wilczynski wrote: On July 9th, a wire transfer of $50,891.14 was sent and received by Specialized Loan Servicing, now known as Shellpoint. At that time, the balance of payoff was $49,869.36 which means that a refund in the amount of $1,021.78 is due back to me. During this transaction communication was also provided that the account was to be paid off and closed. My expectation is that any Shellpoint is closed and my refund as of the date of actual payoff, July 9, 2024 in the amount of $1,021.78 be sent to me ASAP. I expect prompt action and resolution on this open item that should have been resolved middle of last month. Best Regards, Mathew S. Wilczynski On Wednesday, July 17, 2024 at 11:20:44 AM EDT, Mathew Wilczynski wrote: I would like a response to my inquiry, please. My second mortgage with Specialized Loan Servicing now doing business as Shellpoint received a wire transfer on July 9th, 2024 for $50,891.14 which was designed to payoff the HELOC and close the account. As of today, July 17th, my Shellpoint loan portal still shows that there is a balance on my account. This needs to be updated ASAP and any leftover funds from the payoff refunded to me. I look forward to your timely response. Best Regards, Mathew S. Wilczynski On Tuesday, July 16, 2024 at 11:23:30 AM EDT, Mathew Wilczynski wrote: Please see the wire payment information below for my HELOC 2nd Mortgage that was paid off on 7/9. I know that Specialized has a new name of Shellpoint / Newrez, however the company is the same, account number is the same, just the name has changed. Please advise when you will credit my loan as being paid off and I can see on the Shellpoint portal that it is paid and closed. Best Regards, Mathew S. Wilczynski ----- Forwarded Message ----- From: Anderson (FURR), Catherine To: matheww Sent: Monday, July 15, 2024 at 11:14:10 AM EDT Subject: 3547177140 - Wilczynski, Mathew ( Proof Specialized Loan Servicing was paid) read more

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. read more

Give out email addresses to send proof of insurance. Ins.myinsuranceportal.com. it is not a valid email address. This company is the worst I have ever delt with regarding my mortgage and proof of insurance and communication of any kind. They should be fined and banned from the insurance and mortgage loan business. They give out false email addresses and are extremely difficult to contact. Their automated system is pure garbage less than 1 star read more

shellpoint mortgage division new rez scheduled ach on shellpoint website and was told the payment was late and a late fee of 284.70 was assessed. cannot get this charge removed. do not use this company. read more

My account was given to these people by bank of america with no reasoning or notice. Now I have to deal with these people and have been trying to make payments and they ask me to forward them my Deceased aunt's death certificate and the paper work 7 times now. Bank of america had all this information on record why don't they. Now the account has fallen past due because they can't talk to me. I talk to everyone that says they are going to file a complaint for me and no one ever gets back to me about bringing this account current. This company is a complete joke. STAY AWAY! DO NOT DO BUSINESS WITH! read more

My loan was sold to this company, and they are 100% a JOKE of a company. Good luck getting them to follow through with any of the phone calls you have with them. And good luck on every getting a hold of any of them. Every time I call, I'm told something different, all of the employees are working from home and none of the employees know what's going on, they are clueless. Last week I FINALLY had an employee email me, and I responded right back to her my email.... could I ever get a response back. NOPE! I have been trying to recast my loan that was sold to them for 4 months now. Every time I call they tell me they need to pony express mail me paperwork to fill out, but that paperwork has never been sent. I'm also told for the "Recast" to happen that it will need to be "Approved" by their investors. If your loan is ever sold, I HOPE doesn't get sold ShellPoint, because if it does your in for a real treat. read more

Run!!! Unprofessional, rude and not helpful at all. I actually had one loan officer that was having a conversation with a coworker while I was trying to get financing information. I will pay more refinancing fees and get a mortgage from another company simply so this company doesn't get my hard earned money. If you have any other options, take one. read more

Never been more frustrated with a company in my life. I'm an currently in an endless circle of playing calling this company since the beginning of July. They give you numbers to call back that don't work and the next time you call, you talk to someone in a different state and have to explain your situation all over again. Avoid this company at all costs!! I've attached a photo of An example of the phone number they gave me of the representative who is suppose to work with me.. it's always "Busy" with no opportunity to leave a voice mail. I was also given an extension #. I've left over 10 voicemails for "Julianne" who was suppose to call me back "the next day" and that was over a week ago. read more

Shellpoint Mortgage Servicing - it's always "Busy" and no place to leave a voicemail - Mortgage Brokers Near Me - Greenville, South Carolina

New Rez or Shellpoint same terrible company. Stay away from these 2 companies . Worst customer service bar none. They will add unwanted hazard insurance on you properties without consent. Just check out the civil lawsuits. They added insurance on mine for all my properties on one mortgage it went from $2100 to $10k. I have been sighted for 5 months to get it straightened out . They want me to pay the 10k until they figure it out. I have been paying the regular payment for 4 months and they have not applied it due to the fact it's not the payment on the statement. They are saying I am 4 month behind. They did admit 3 month ago it was there error but I still had to give them 4 times more per month than what was owed. I have spent countless of hours on the phone to resolve it . Do yourselves a favor and do not do business with these people . I looked into it and it seems they have done it to many people. Now I have to fight to get all my money back from them. I have reached out to the attorney generals office and lawyers for advice. I will update again maybe I can help someone else who is dealing with them and the same issue. read more

This is the worse mortgage servicing company I have ever dealt with ! As a real estate investor I deal with many servicing entities. On April 1 2025 a 2 unit building I own caught fire. Insurance company issued my claim check in my name and shelpoints name . I contacted the loss draft department of shellpoint. I was informed to send them a the check and they will endorse it and send it back. They suggested i send a next day delivery envelope so I get it faster .I did. They received the check on June 12. At that point they said they weren't sending the check back that I had to repair the property and request Draws. I told them to use the funds to pay it off and send me the overage . They did not post my check till June 27 ! Calling them everyday and getting a different answer to where my check was in the process. On June 29 I was told there was an internal problem and id get a call on June 30th. I didn't! So I called them July 3 at 2:53pm and was told check is in prepaid envelope and waiting to be picked up by UPS. I was given a tracking number. I checked at 8pm on July 3,several times on July 4 and again on July 5.The tracking number says UPS DOESN'T have the item assigned to my tracking number ! The incompetence and lying this company has shown is completely unbusiness like and needs to be addressed internally. Everytime I called out the misinformation given fell on deaf ears. I will personally request who does their servicing before securing a lone and move on to someone else that doesn't use Shellpoint/ New Rez. read more

When my mortgage got sold to them, I called to ask how to pay and they said they did not own my loan. They referred me to 3 different companies until I got sent back to the same number and they finally admitted they owned my loan. Then when my mortgage got sold (thank goodness) I tried to get my 1098 (because they sent an email saying it was ready) for my taxes but the website doesn't recognize that I have a loan with them so even though I have a username and password they wont give me the tax form. read more

This company is the worse! If I could give it zero stars I would. Last month I contacted them because my payment was increased. They told me that they had placed Lender insurance on my acct. I did not need this insurance as I had my own. They looked into it and found that I was correct and my insurance was fine. However, in order to "fix it" to take away the lender's insurance It would take about 7 days or so. I got a letter that stated that they had fixed the issue. However, when I went into my acct, I noticed that for the month of Aug 2025, my payment was still high and has not been fixed. Again, I called them and they stated that escrow is still reviewing this and that It will be solved soon, maybe first week of August. Of course, this means that for August I have to pay the higher amount they have on my acct. Customer service is terrible! All they say to you is "sorry, I apologize! nothing we can do. It should be fixed next month." What kind of solution is that? in the meantime I am paying $300 extra on my mortgate payment. Its useless! very frustrating! why have a customer service dept when they don't do anything for you? apologies are useless. read more

DiTech sold my loan to Shellpoint Mortgage Servicing and they asked for Proof of Insurance. I attempted to call them countless times, and EVERY number just disconnects me no matter the number I call or the different extensions I try. I have proof of insurance and I faxed them proof, and they still request to proof and the letters threaten to charge me their lender insurance. I called my broker and they said they can get through to Shellpoint. Something is VERY wrong with this company. read more

Shellpoint recently took over the servicing of my mortgage. My mortgage payment went up due to an increase in property taxes. I forgot to change the small increase in my monthly payment that I pay with auto-pay. They sent a letter saying they had not received my payment. I called and they said it was applied to principal. I made the small payment on the phone and was told that I am current, but would have to pay a late fee. I paid the late fee online. Then I get a letter dated one week after my call saying they have not received payment and a statement showing I was two months past due and also showing my payment was to principal. I sent a letter today trying to straighten this out. I am fearful that they are going to make a negative report on my credit. They could have easily just let me know I was a few bucks short rather than going through this mess. They are the worst. read more