Customer ReviewsforShellpoint Mortgage Servicing

***** I was with SLS and paid my house off on 4-25-24. There is an escrow balance that was owed to me. I was told it had been sent by mail, later told it was never mailed. Now Shellpoint owns SLS I'm told and no one can pay me what I'm owed. Spoken to mulple reps that have all lied saying they would call me, email me and make sure refund was sent. Never have heard from anyone!!! SOMETHING NEEDS TO BE DONE ABOUT THIS COMPANY !!!! I NEED MY MONEY !!!!!!!

Shellpoint just bought my mortgage from Specialized Loan Services. I had been with the prior company at least 9yrs. I received a forced placed Homeowners Ins. letter on July 17th 2024. I have had Homeowners Ins with Travelers for over 10yrs. Called Shellpoint they needed proof of Ins from my company, had that faxed to them on the 17th. My Homeowners Ins is paid from my escrow account. It was due by August 14th. After several phone calls to Shellpoint it still has NOT BEEN PAID! I'm furious. I have never been late on any payments RE: my mortgage. I pay extra every month to escrow and principal. Just going to pay it myself. This company Shellpoint needs to be put out of business

Our mortgage was held by SLS for a couple of years without issue. Soon after SLS was acquired by Shellpoint, it was sold to another mortgage company. Received an alert from credit agency yesterday my (then excellent) credit score had dropped over 60 points. The reason? SLS/Shellpoint had not reported it closed after it was sold. Tried to call 2 different numbers to inquire, but because our loan number or SSN is no longer recognized by the automated system, the call disconnects. There is not an option to speak with a customer service rep. if it does not recognize past customer info. How is it possible for a company that holds peoples homes via mortgages to not have a way to connect with a human being if they held your mortgage, at any point? How do they have an A BBB rating with so many folks with negative reviews?

Absolutely HORRIBLE! My insurance company says they haven't been paid from my escrow and I can't even get someone on the line from Shellpoint to help me. Now my homeowners insurance could drop me. Run, don't walk away from this mortgage company.

Overview Reviews Photos About ****** review summary 4.3 (5,477) Reviews All account95 supervisor51 customer service representative40 late fees35 +6 Sort by Mos **** ******* New Jersey, Numerous Issues starting May 1, 2024 I was previously with Specialized Loan Services who were outstanding, on the phone, email, app! I was late twice with payments 2 times in 10 years. My … More 1 duane f******* 4 reviews 2 wee New Jersey, Numerous Issues starting May 1, 2024 I was previously with Specialized Loan Services who were outstanding, on the phone, email, app! I was late twice with payments 2 times in 10 years. My Homeowners insurance is in good standing and has more coverage than is required. Heres my Rant but I don’t know how much more I can take with ZERO response back from this “Company” May my mortgage was sold to this company 100% a joke. I was charged a late fee on my first payment because the app / website/ Automated voice services WOULD NOT TAKE my payment. I have changed my account password 4 times; I still cannot access the website Error Issue. I have sent numerous emails to loanservicing @ **********, No responses except 2 weeks later I get US Mail/ Snail Mail, we are working on your issue. Still cant access. I cannot get a real person on the phone OR its after hours, I can only pay using the automated system. My Payment has increased $200.00 fa month for a reason Unknown to me. I received another letter yesterday in the mailbox saying something about having to buy Hazzard Insurance. I'm fed up trying to do the right thing and this company has my losing sleep at night in a home I’ve been in for 33 years. \ Perhaps someone will reach out after this, I just sent ANOTHER email waiting on a call or response. I'm sure I'm leaving something out, I do not leave reviews like this unless i feel me or my family are threatened and not a valued customer because of lack of communication on this company

NEWREZ LLC is an EXTREMELY POOR COMPANY! They have EXTREMELY POOR customer service, EXTREMELY POOR staff competence, and EXTREMELY POOR processing procedures! I had an insurance claim check that they needed to endorse so that I could pay my contractor for repairs. I called their phone number and was unable to navigate their automated phone system to find the address to send the claim check to. I then called customer service to talk to a real person, and after being on terminal hold, the person gave me the wrong address to send my check to! I was told to send it to a Greenville, SC address. I overnighted the insurance check and I also included another, postage-paid, overnight envelope with the check so that NewRez could use that envelope to send the endorsed check back to me. I called again, a week after the check had been delivered to an individual at the Greenville, SC address, to determine the status of the check, and was told that I had sent it to the wrong address! The correct address was in Troy, MI! Not only was the insurance claim check department located in MI, but they were UNABLE TO REQUEST THE SC OFFICE TO FORWARD THE INSURANCE CHECK TO THE MI OFFICE because the SC office had not processed the check into their system! The check is somewhere, but no one at NewRez knows where it is! I had to go back to my insurance company and ask them to reissue a new check and start the whole process over again! COMPLETELY LUDICROUS! NewRez customer service people need to give correct information to their customers! Their automated phone system needs to have 1-step navigation to the address to send insurance claim checks to for endorsement! THE NEWREZ SC OFFICE NEEDS TO AUTOMATICALLY FORWARD INSURANCE CLAIM CHECKS TO THE MI OFFICE - ESPECIALLY WHEN IT IS NEWREZ'S ERROR THAT THE CHECK WAS SENT TO THE WRONG ADDRESS! The only reason NewRez has my mortgage is because it was sold to them! NEWREZ = BAD! NEVER USE NEWREZ!

My loan was transferred to Shellpoint, and today I received incorrect paperwork. When I called for answers, they admitted it was their mistake but told me to call back in a week to ensure it gets corrected. This is my money and my loan, yet they can’t help me today. I was told to call back in a week. I expressed that this was unacceptable and asked to speak to someone or get a call-back number. They insisted this was their process and there was nothing they could do to correct their error today. The reviews here are spot on. I spoke with Carlos and Ligia who told me no one in the office had a phone I could call in one week and that I needed to call the main number for my callback.

I have legitimately never had such a miserable experience with a loan. I was required to set my loan up on autopay in order to receive a rate discount, which is fine. However, when you set my payment up to draft on the 16th & the payment is due on the 1st? THAT is an issue. So I cancelled the autodraft & made a payment over the phone myself directly on the 4th. I then rescheduled the autodraft to resume the following month, this time scheduling for the 1st. Several days after the 1st & several phone calls later & they STILL had not drafted my payment. They wouldn't accept my funds when I tried to make it over the phone due to some sort of computer system migration. Yet I was still assessed additional interest on a per day basis even though the payment delay was no fault of my own. They finally drafted the payment on 7/10. August 1st came & went - no payment was drafted so we called on 8/2 & were told that the autodraft had been stopped. No payment would be pulled. We made a payment ourselves again. Only to have the payment pull from our account anyway in spite of what we had been told causing a $6.00 charge from our bank. It is now 8/7/2024 & those funds have been sitting in unapplied suspense while this financial institution continues to earn interest on my money while not giving me credit for funds they have possession of. We have requested that the funds either be refunded to us or credited as a principal reduction payment as of the date of receipt. Somehow they can't seem to move funds from one account to another before 8/12 --- If I could give this company negative stars? I would. Run fast & run far. They suck. I literally had to explain to the call center representative what a per diem is & how it works & WHY this is an issue for me to be assessed additional interest for issues I did not create. GIVE ME MY MONEY!

Shellpoint took over my mortgage payments from GMFS and did not receive my first payment. I received an email saying that it was successfully submitted though but got no other emails or letters from them saying it wasn't received. I also haven't receive an email with my current monthly statement and payment reminder. When I called them about it all they said was that they called me but they never left a voicemail. I, like most people, don't answer phone numbers that I don't recognize. What kind of company doesn't leave a voicemail if they are trying to collect a debt? Because of their policies and their lack of communication, I now have a late payment on my credit report. Their customer service was rude about the whole situation and extremely unhelpful.

I have registered a complaint with Shellpoint, because of an increase in my monthly payment,yet. My statement reflected my old payment amount. If I had sent the statement payment by mail, it would have been less than they required. When I called to find out why the discrepancy, I was told another statement was mailed on July 30. The payment was due on August 1. It took 20 mins. with the Shellpoint agent to explain the $140+ raise in my payment. The bulk of the increase in my payment was to the principal. No explanation was provided. This is a newly transfered loan, and they are getting off to a real bad start.