Bad accounting, escrow service makes mistakes, customer service will argue or offer resistance to the client without any facts or understanding of the problem. Takes forever to get a valid response to a direct question and even then it requires escalation to mgmt before there is a reasonable amount of confidence that their "analysis/fix" is accurate.
This is from a long time customer with excellent credit and no missed payments requiring no mods or anything beyond fixing what Shellpoint employees broke or failed to do.
Every year the problems seem to get worse along with the inability to reach customer service. Emails go unanswered and the phone wait stretches into 10 minutes or more.
Product or Service Mentioned: Shellpoint Mortgage Servicing Customer Care.
Reason of review: Poor customer service.