Shellpoint Mortgage Servicing Reviews 356

No customer service and they make a LOT of mistakes-definitely do NOT switch homeowners insurance as they screw it up and you will OWE them money even though you were double covered and they are unreachable-no one works there

They just acquired our HELOC and we tried to use our checks and they rejected the payments because our digital signature (loan was signed digitally with NFTY DOOR) didn't match the wet signature on the checks that we wrote. No phone call, nothing. They cheacks cleared and the next day Shellpoint revokes the payments. It caused several overdraft fees from our Bank and the merchant that we paid with the Shellpoint check requested return of the merchandise. How could our wet signature ever match a signature done electronically? Customer Service has NO solutions. Told us we had to send a copy of our license that showed our wet signature in order for them to send new checks and then we would have to issue new checks. this process could take up to 2 weeks. A little due diligence and they would see that copies of our IDs were a closing requirement and the signatures match. If it was a loss prevention or fraud issue, a phone call to the Borrower to confirm the checks or charges is usually the protocol. what a terrible ordeal and experience. God only knows when we will be able to get this resolved.

We have Shellpoint as our lender. We had a hail claim, and the Lost Draft Department is horrible; they lie to you. You have to pay for them to release the money the insurance already approved. If you don't call and follow up, they can hold the money for months. I have had this issue for over one year now; the last check has been on hold for over four months.

I can't even tell you all how horrible this company is. The bought my HELOC from another servicer, it took me MONTHS to get them to properly apply the additional principal payments correctly. Now, they tell me that I have to REFINANCE my HELOC if I want to take a draw on it. Um, its a line of credit, that's what you bought and now you are going to force me to refinance and pay more fees? What a disaster.

AS ALL OTHER REVIEWS, IF I COULD GIVE A ZERO STARS I WOULD!!!
THEIR WEBSITE IS NOT WORKING! ONCE I CLICK ON THE BUTTON TO PAY MY LOAN IT GIVES ME AN ERROR, HTTP 400
THE COSTUMER SERVICE FULL OF LUNATICS WHO DON'T KNOW WHAT TO DO AND THEY DO NOT HAVE ANY WEBSITE/SYSTEM TECHNICIANS!!! SERIOUSLY?!!!
THE LOANS (I HAVE TWO WITH THEM! I HAD TWO DIFFERENT LOGGINS, EMAILS TO KEEP THIS LOANS SEPERATE BUT THEY COMBINED IT TOGETHER W/O ASKING ME IF I EVEN WANT!!! AND SINCE THIAT TIME NOTHING WORKS!!!) INFORMATION ARE INACCURATE!!!
I AM LOOKING FOR PEOPLE WHO WOULD LIKE TO JOIN A CLASS ACTION LAWSUIT AGAINST THIS CR@PPY LOAN SERVICER!
I AM NOT MAD, I AM F@CKING FURIOUS WITH THEIR CR@P!!!

So not impressed and they don't care. Called the number and just got a run around with their recording. "To speak to a representative call this number" - it was the number that was giving me the recording. They want to talk to the dead husband to get permission to speak to them like I have with the other company. We should have some say in who takes over our loans. The representative was even laughing as they know this company is a joke.

The Loss Department give you a different answer every time you call. I have funds in a restricted escrow account that they just don't care to release on time. I have been paying my contractors out of my own pocket so I can finish my repairs and move back my family back to the house. They just do not care even if you document every single expense. It's
aggravatting to work with them.

Shellpoint collects mortgage payments and operates escrow to pay for property taxes, which is a condition for my mortgage. They have hoarded over $40,000 in my escrow account and have not paid my supplemental property taxes, resulting in over a thousand dollars of penalties with my county. I reached out and they were very unhelpful, and recommended that I pay my property taxes directly as opposed to using their escrow services. They only do two things, and one of them is apparently so broken they recommend that you don't use it.

Every time you call for information they each give you a different response. They are absolutely not helpful at all. They can't provide fees they are charging me so it leads me to believe its fraud! I call and never get a straight answer and they are super argumentative with the customer which is me. Everything is wrong insurance, escrow, payments. I need answers the worse!

The most shady, slow, awful company I've ever had to work with. It's been over 4 months of going around and around with what would normally be an easy task (mortgage recast). If you can avoid doing business with Shellpoint, I would recommend doing so. They're nothing but frustrating.

Mortgage companies do not have to care about customer service as they know you are at their mercy. In this regard, Shellpoint does not disappoint. Communication is infrequent and inaccurate. Often times requesting things they don't need or already have. Our house was flooded and as part of a standard process, they hold our insurance money and decide when and how much we get. Without going into the details, Shellpoint will take 8-10 business days for EVERYTHING including lifting a pen or sneezing. This ultimately provided a delay of 3 months for our home renovation project as we were waiting for Shellpoint to get out of it's own way.

Im going to be completely honest, My loan was sold to Shellpoint back in November 2024. At first this was a difficult process but once I start working with the Loss Mitigation Department , everyone was so help. I had a sale date for my house on April 2025. I did provide all the paperwork that was needed for a Loan Modification. I was approved for this Loan Modification less than 3 weeks, So its very important to turn in all the document the Loss Mitigation Department required

My husband is in home hospice care, We got behind on our mortgage due to medical bills and medication costs . We have resolved our issues. Shellpoint gave us a repayment plan that is unrealistic, they want 16750.00 down payment, I have explained several times that we don’t have that amount of money but we have 10,000 to put down payment on a repayment plan and up to 4000 a month for repayment. They have refused us several times. They have told us that my house will go into foreclosure if the 16,750 is not paid. They are refusing what I can pay down , they just apparently want my house. Because they are refusing to help us! My husband is a US ARMY retired Veteran who is going to die. They are going to put my husband who is dying, myself and our daughter on the street . We will be homeless. I don’t understand why Shellpoint will not help us with the money we have to put down . This company has no compassion, no integrity, and is the worst company I ever have had to deal with . We have money to put down and money to make 3-4 payments a month but they refused us . We just don’t have what they want us to pay for down payment. We have been fighting this for a few months with no help , I have contacted our investor, who told me to contact a Meredith Pickett who I have emailed 4 times with no response, I have emailed jack navarro the CEO with no response, I have filed complaints. I was told I am trying to make my own repayment plan, this is not true , just explaining what we have . I am absolutely not getting anywhere with this company and I don’t know what to do . I am unbelievably stressed out . I just need these people to help with repayment plan that I can afford!!!!!!!!!!

If I could give -5 stars, I would. Website doesn't work. Billing is inaccurate. Customer service is worse than poor.

Unfortunately my mortgage was sold to these less than impressive people last December. I've had trouble with them from the start. I had to make 2 house payments back to back because they couldn't get my account set up. Fast forward to now, my insurance representative tried to renew my coverage and shelpoint won't work with her because they say the insurance companies name isn't the same one that they have on file (keep in mind that I was with this insurance company before my mortgage was sold to shellpoint) I was told that I had to contact shellpoint and confirm who my insurance company was. There hours per my loan statement is 8am to 9pm eastern time. I called at 7pm eastern time and was told that they were closed. So I can't get anyone on the phone and my insurance is set to expire any day now. I left a message on my account portal but it says that it could take up to 30 days to hear back from them. Just maybe if they answered their phone they wouldn't have such a backlog. So here I am losing my homeowners insurance because of a worthless mortgage company. Like I said on here back in December, I'm not the least bit impressed with these people.

If i could give this company zero stars, that's what they would receive. I've went through nothing but hell with these people since my loan was sold to them! They aren't a mortgage company, nothing more than dept collectors and don't care about their customers. These overseas chat people are the dumbest people alive as well! I spend a lot of time trying to get a question answered just to have them disconnect with me... Hate having my mortgage with these people!

It is now April 17 and things still have not been resolved. FINALLY, after 7 months of calls, the payments amounts got adjusted. HOWEVER, there is now a $1600 legal fee that has been put on. I have said since Day 1 that we would pay what we actually owe. I am not paying for legal fees that should never have been placed. Shellpoint has not responded to a letter sent by our attorney, we have put in a complaint with Shellpoint that still is not resolved and now we find out that they are putting in foreclosure documents. This is all because of THEIR accounting error that took THEM 7 months to correct. If we have to take this to court, we will. This is insanity! (Part 1 starts here) I was incorrectly charged for flood insurance that was carried by our HOA and proof of insurance was given. This was back in September 2024. Since then they have charged us for 4 months of flood insurance in addition to our normal mortgage. I have spent over 7 hours on the phone since October, calling every couple of weeks trying to get someone to resolve this. It is not March and it still hasn't happened. I haven't made a payment because of this discrepancy, although I have offered each time, but for the correct amount. So now they are moving towards foreclosure. And I will be fighting them every step of the way. At this point, with all of the bad experiences people have had with them, I would think that a class action lawsuit should be on the table. They've crashed my credit when it's their mistake. They are terrible.

Home owners insurance was supposed to be paid out of the escrow account, found out on 2/18 that home owners insurance ( supposed to be paid 2/5) was not,
spoke to shellpoint call # 1, was told error on their part and it would be taken care of, 2/25, call # 2 still not taken care, of, was at 1st told they didnt know anything about it, when i threatened to call BBB, i was connected to department, told it had to be several days before escrow could be verified, ( which i said i can look on the website to tell you the money is there, please pay the insurance, _ was then told it would happen by weeks end and id get a call back, week ended, no call back, still not paid, will have to pay myself for a year so insurance isnt cancelled, and i will be demanding to be reimbursed, terrible customer service, very unhappy with this company,
update. another week has gone by. this company STILL has not paid the homeowners insurance. as of 3-8. still not done. horrible service. will contact BBB if not paid immediately

I can't make a payment! Been a homeowner for 12 years and always made it online. Have tried for months. Called and spoke to people and still no payment. Sent a check and didn't get cashed. Sent a wire and still nothing! What a scam!!!!

Shellpoint mortgage decided to pay our property taxes in November, although they were not included in the loan that originated 16 years prior to them holding the mortgage. This action resulted in a large increase in the monthly mortgage payment. Their customer service stated they were unable to assist when I inquired about why they did that without authorization and instructed me to contact the tax collector and request it be refunded back to them.