Anonymous
map-marker Chicago, Illinois

After 15 years my Mortgage was sold to them and problem after problem with them

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Mislead about things and then they reported it to the credit bureau. My credit score dropped below 700 but I finally have it back to 765.

When I requested transcripts of the phone conversations to review they refused.

Very shady company.

Guess that is why they have a 1.2 rating. Avoid them at all cost.

View full review
Andrea M Cmc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Need make payment it is Saturday website and automated phone line states hours are 10-2pm saurday

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
ShellPoint Mortgage Servicing - Need make payment it is Saturday website and automated...
ShellPoint Mortgage Servicing - Need make payment it is Saturday website and... - Image 2
ShellPoint Mortgage Servicing - Need make payment it is Saturday website and... - Image 3
ShellPoint Mortgage Servicing - Need make payment it is Saturday website and... - Image 4

I'm trying to make a important mortgage payment before the 1st of December. The hours stated for Saturday on website and customer service number are 10am-2pm Saturday.

I'm calling since 7am from California and they say they are closed.

This is very misleading creating a big problem. I'm trying to avoid sending in 2 payments.

View full review

Preferred solution: I need shellpoint a accept 1 mortgage payment rather than 2 since now It's forcing me to call in past the deadline of the 30th for month of November. I need them to honor to accept my payment and waive the policy of having to send in 2 mortgage payments.

Patsy F Xhj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

I wouldn’t even give them a one star. This company is very crooked. They say they will work with you, but then go behind your back and do opposite. I think everyone who has been dirty by them should ,

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

They were supposed to work with me on my foreclosure. They asked for information, which I provided.

I even called to make sure they received it.

I came home one day to find papers on my door stating that they had put my home up for auction, and it was sold. I never received any information regarding this.

View full review
Pros:
  • No pros
Cons:
  • Theives

Preferred solution: I would like for them to stop the sale of my home and work with me like they said.

User's recommendation: Definitely DO NOT TRUST THIS COMPANY.

Resolved
Rich L Cwz

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Won't send Payoff Letter

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Oct 18, 2024

Company fixed the issue and I have been provided with apology. I called about 5 or 6 different times, and finally got someone to release the letter

Original review Oct 03, 2024
I am having issues trying to get a payoff letter for my Shellpoint mortgage. Customer support said they have no way of escalating, no way of communicating with the team that handles payoffs, and no way to relay internal issues/problems for improvements/enhancements.

On 9/12, I requested the payoff amount online, to be delivered via the web.
On 9/26, the company I am refinancing with requested the payoff amount. Neither of us received anything.

On Tuesday, 10/1, I called. The representative told me they would email the payoff amount to the refinance company immediately, and that it should take 30-60 minutes. Nothing was received. I never got a call back indicating any kind of issue - which was especially concerning since we expected it within an hour.

On Wednesday, 10/2, I called. The representative told me that an 'email might take 5 days, a fax is quicker, let me send a fax'. When she tried to input this into the system, it said it would take up to 5 days to process. I assume this is because I had a discharged bankruptcy. I told her that was the message I got on 9/12, but never received anything. She said she would put in the request again. But the 9/26 request should have been completed on 10/3 (today), as that is 5 working days. I never received it today.

On Thursday, 10/3, I called. The person I spoke with said they would email me a letter immediately. Then he got the same message and was told it would take 5 days. I informed him that it's already been 5 days since the 9/26 request, and much longer since the 9/12 request. He said he didn't see a request on 9/12. The representatives from Tuesday's and Wednesday's call did, however. He said he would make a submission.

I told him we are doing the same thing repetitively and expecting different results. I asked to speak with a supervisor - he said he can't do that. I asked him to escalate - he said he had no way of doing that. I asked to speak with whoever is supposed to work on this - he said he didn't know and had no contact info.

I am trying to refinance. If this continues, I lose my lock. And rates and payment information will go up.
View full review
Cons:
  • No escalation process and no way to resolve issues

Preferred solution: Deliver product or service ordered

User's recommendation: Stay away

1 comment
Amir Qdm

Wonderful.

Jared A Vng

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Monthly payment doubled

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Dec 09, 2024

*** to the NO. This company is terrible at their job, they service a loan they know nothing about. That makes them incompetent

Original review Dec 08, 2024

This company is a pubic hair's width away from getting sued by me and my wife. They bought my loan from another mortgage company.

The old company told me they had bought my loan, but these folks didn't say anything. We had to constantly try to contact them. My payment in November, the first payment on a $75,000 loan, was $698 in November of 2024. I gave them $8000 on 11-22-2024.

My payment in December was over $1100, keeping in mind that this is a fixed-rate loan. This band of drunken frat boy idiots will be sued by me in January 2025 for violation of a sales contract.

View full review

Preferred solution: my loan amount and interest needs to be fixed

User's recommendation: avoid this company

First C Lwo

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Newcastle, Oklahoma

We own a roofing and construction company. The loss draft department has been in charge of handling several of our large loss insurance claims. We have completed the restoration on multiple homes

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

We own a roofing and construction company. Shellpoint loss draft department has been in charge of handling several of our large loss insurance claims.

We have completed the restoration on multiple homes and have been waiting to be paid for months despite calling many times, waiting on hold for literally hours and speaking to staff that seem absolutely clueless as to how to handle our the process. If you are a homeowner or a construction company, I would completely avoid dealing with this company at all costs!

View full review
Eric T Qxj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Cant sign into my web portal

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Dec 03, 2024

ShellPoint is a horrible company, just stay away from them.

Original review Nov 25, 2024

I have not been able to log in to your web portal to pay my bill in the three years I have been with Shellpoint Mtg. I have called customer service many times and they create tickets and promise me that IT will email within 48 hours, but nothing happens. There has been no resolution after three years and now I am really upset.

View full review
Cons:
  • It and customer service

Preferred solution: Just help me login into the web portal

User's recommendation: Good luck nothing you can do

Patsy F Xhj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Idabel, Oklahoma

They suck!! They will not work with anyone using excuses that you didn’t get the paperwork in on time, they “tried” to get up with you. HOW exactly, but can’t give an answer.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

DCan a bunch of us get together to Sue or make complaints to our Attorney Generals Office? They wont work with any one.

Too many homes being foreclosed on. The paperwork is always too late or they tried to get up with you how exactly? They are so very rude on the phone. I was told a supervisor would call, but the Shellpoint lady said, I am sure when I explain things, it wont change your outcome.

Why bother then?

Take a look at how many people they have foreclosed on. It is outrageous!

View full review

User's recommendation: Don’t trust them at all!!

Antoinette M Iwo

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Compton, California

Horrific service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

My name is John Lewis, my address is 2492 ridge view court Sim Valley Ca

My account was payed off on June2024. All of a sudden last month it is showing up on my credit report as an outstanding debt.

I was never notified or billed for payment due. When I call to complain they cant find an active account via computer voice! I cannot talk to a live person. I sent them letters with a copy of the pay off check, no response.

I am working with a credit reporting company but they are useless.

I need help. Any ideas?

805)304-****.

View full review
Resolved
jeff b Cym

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: They will not return calls they will not fix their website to access my loans

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

My loan with Caliber Mortgage was sold to Shellpoint. I cannot access my account online to perform online payments.

The CEO and other company leaders should be terminated or put in jail. Since my loan was sold to Shellpoint, it has been an unmitigated disaster.

I have never had a more frustrating experience with a company in my entire life. Don't ever do business with this company.

View full review

User's recommendation: don't ever conduct any business with this most aggregious company

Anonymous
map-marker Port Saint Lucie, Florida

Awful Loan Servicer

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Terrible company. Paid off my loan months ago.

Their online portal shows I cannot even make a payment because no payment is due. Today they sent me an account delinquent notice.

How? I am contacting the CFPB to file a complaint and I suggest anyone else here to leave a one star review do so as well.

View full review

User's recommendation: Stay Away. If you have an issue, contact the Consumer Financial Protection Bureau as Shellpoint seems happy to sweep their ongoing operational issue under the rug.

Samantha P Kex

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Gaping black hole of customer service and contradicting correspondence

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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.

View full review
Pros:
  • No pre-payment penalty so i can refinance away from them
Cons:
  • Being sold to them like chattel
  • Poor communication
  • Billing statements that arrive 2 weeks past the due date

Preferred solution: They need to take full responsibility for the mass confusion for everyone whose loan was acquired from SLS in June. We are not the only ones who received conflicting communications and exaggerated delays in updated billing statements

User's recommendation: Run, don't walk to a different bank to refinance away from them.

Janis J Rcy

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

No faces No direct contact with certain departments

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

We are having our land taken from us by the city, and we have sent in a request for a partial release. Customer service informed us that we could only communicate with this department through email, which is inconvenient.

Then, a couple of weeks later, after the third or so additional email from me and the city, a lady named Deborah responded. She thought she had emailed me, but she hadn't. She asked if we wanted our original paperwork back. We have literally begged for updates for weeks and received no response.

We can't communicate by phone, just email. Customer service repeats the same questions and claims they have put in a ticket for me, guess how?

Yes, you guessed it, by email! We're still waiting!

View full review
Cons:
  • No people contact

Preferred solution: answers and what we asked for

User's recommendation: Nope when you need something unique that the automated phone service you are out of luck

Anonymous
map-marker Cupertino, California

Should Be Illegal

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

It should be illegal for lenders to sell your mortgages to companies like Shellpoint. Shellpoint has zero customer service and will send you notices of not receiving things like insurance then when you try to upload what they are asking for, the website doesn't work.

You can tell they are using excuses like broken websites to find a way to charge you a fee of some kind. This is a scam company and it makes me sick to my stomach to know that people work so damn to own a house get preyed on by companies like this.

View full review

User's recommendation: Try to avoid any way you can

Alisa B Dzd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Regarding a transfer

I cannot get ahold of anybody and I dont have a current loan with shellpoint I need to speak with somebody about a previous loan

View full review

Preferred solution: A phone call

James G Jaw

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Tucson, Arizona

Poor customer service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

These people are rude and don't care at all. They are a collection agency acting as a mortgage company with the same CSR's that service delinquent customers.

I've never been late and don't understand why my loan is here. I abhor calling in to be put on an untimely hold, just to be treated like garbage and talked over.

Again, I'm not, nor have I ever been delinquent on this loan. They should at least separate the CSR's for non paying accounts and current accounts so people like me aren't traeated poorly for no reason.

View full review

User's recommendation: Stay away if you can

About

Related Companies

Shellpoint Partners, Newrez, eStreet Appraisal Management, Avenue 365, Rate30 Com

Summary

Shellpoint Mortgage Servicing provides American homeowners with online mortgage services. The company provides a few options of foreclosure alternatives. Shellpoint Mortgage Servicing provides repayment plans, unemployment forbearances, and loan modifications. The company offers short sales and deed-in-lieu of foreclosures as well. The site of the company provides database for homeowners.There are two worksheets and references which provide helping information and user guides for customers. Shellpoint Mortgage Servicing working online and has offices in South Carolina, Greenville and Houston, Texas.

ShellPoint Mortgage Servicing reviews and complaints

ShellPoint Mortgage Servicing is ranked 365 out of 1132 in Loans and Mortgages category

Area Served

USA

Payment Methods

American Express

Brands Related to ShellPoint Mortgage Servicing

Why Trust Reviews on PissedConsumer?

  • Professional auto and live moderation
  • 100% user-generated content
  • Equal opportunity and protection
  • Zero tolerance for fake reviews
  • Verified content
  • PissedConsumer is on the Inc. 5000 list

For more information read Blog article