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2.8
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Update by user Oct 29, 2019

To side step their inconsistent mailing of bills, I have asked to "Automatic Withdrawal" from my checking account.I am waiting from the application!!!More to follow.

Original review posted by user Oct 29, 2019

I called due to not receiving payment form, which is standard with this company not to send consistently and NO return envelope!!! When I saw that the Customer Service person "Bernell" wasn't helpful guiding me, I asked him by name to transfer me to a supervisor. Phone...
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1 comment
Anonymous
#1773279

Same here. Previous post and reason they don't really let you know what your payoff balance will be.

Watch the Statement Ending Balance on those mailings - much higher than your principal maybe: I waited 5 days for them to figure my payoff. After 3 years payoff was $680 over the principal amount shown. Put it all on a spreadsheet and finally figured out they were charging extra if you were late a couple of days (up to 10 days for me sometimes) and not applying that to my monthly due (interest only $45k equity loan). That amount gains interest compounded monthly and you get hit with the total when paying off loan.

I relied on the website payment due amount. Maybe received 3 statements throughout the years and they were confusing and came from SC instead of Texas where my loan was being serviced.

Review
#1693749 Review #1693749 is a subjective opinion of poster.
Service
Shellpoint Mortgage Servicing Customer Care
Pros
  • One or two nice people in customer service
Cons
  • Poor service
Reason of review
Poor customer service
Preferred solution
expect better consumer service to my issue
1.5
Details
I am looking for a letter that simply states that I have had good payment history and I am in good standing. The original request was made a week ago. Several calls and emails later and I have still not received any response. The email address given has an auto...
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1 comment
Anonymous
#1725196

Email - ESCALATIONS@SHELLPOINTMTG.COM OR ESCALATIONS@NEWREZ.COM Per the Consumer Financial Protection Bureau (run by the Federal Government) you have the right to submit a Qualified Written Request regarding any complaint or just to request documentation and information. What is a Qualified Written Request (QWR)?

A Qualified Written Request, or QWR, is written correspondence that you or someone acting on your behalf can send to your mortgage servicer. Instead of a QWR, you can also send your servicer a Notice of Error or a Request for Information. You can send a QWR to request information about the servicing of your mortgage loan or to assert that the company has made an error. Make sure your QWR explains in detail what information you want, or why you think the account is in error.

When you send your servicer a qualified written request, make sure to send it to the correct address. It may be a different address than where you send your payments. Your servicer must generally confirm it received your letter within five business days and respond with an answer within 30 business days. A QWR is just one way to notify your servicer of an error or request information from your servicer.

You can also send your servicer a written Notice of Error or Request for Information. Your servicer is not allowed to charge a fee for responding to your QWR.

Review
#1598591 Review #1598591 is a subjective opinion of poster.
Service
Shellpoint Mortgage Servicing Customer Care
1.0
Details
I called to pay my Mortgage Shortage over the phone, and to asked questions about the increase in my Mortgage. I paid the shortage, got the conformation # and thought I was done. The next day I went shopping and my debit card was declined, so I went to my Bank. They...
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1 comment
Leandrew
#1725126

Federal law requires that mortgage servicing companies respond to all Qualified Written Requests as per the guidelines outlined by the Consumer Financial Protection Bureau. Email Escalations@Shellpointmtg.com or Escalations@NewRez.com for a response (and hopefully resolution) to your issue within 30 days.

Review
#1552035 Review #1552035 is a subjective opinion of poster.
Service
Shellpoint Mortgage Servicing Customer Care
Cons
  • Its incompetence
Reason of review
Problems with payment
Tags
  • shellpoint Bad Faith Practices

Doling out my insurance proceeds after a tornado devastated my home | ShellPoint Mortgage Servicing in Greenville, South Carolina

1.9
Details
Shellpoint has no concern over the wellbeing of its customers. Wrong information given. Low level of competence. Many mistakes causing delays and more damage. Twice I was promised I could go higher up and speak to a supervisor I was lied two and both times the supervisor never contacted me. I would never choose to work with Shellpoint if I had a choice. Also I am a mortgage payer that has never missed a payment in over 40 years.
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Review
#1550495 Review #1550495 is a subjective opinion of poster.
Service
Shellpoint Mortgage Servicing Customer Care
1.0
Details
Newrez/Shellpoint took over my mortgage in late feb 2019, their transfer happened right in the middle of the time that my house insurance should have been paid, but shockingly my house insurance did not get paid. I had to play middle man between the insurance company...
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2 comments
Anonymous
#1740190

Ha, I have been unsuccessfully dealing with Shellpoint since my loan was sold to them, 2016. Have an attorney BUT Shellpoint is a very slippery slimy company to deal with.

I feel for Customer Service folks, to an extent, trying to make a paycheck and having to lie constantly.

And the BEAT GOES ON. Good luck with your future endeavors with New Rez and Shellpoint.

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Review
#1525020 Review #1525020 is a subjective opinion of poster.
Service
Shellpoint Mortgage Servicing Customer Care
Cons
  • Incompetence
Tags
  • General Incompetence

Loss mitigation | ShellPoint Mortgage Servicing

1.3
Details
I was behind in my payments. I tried loss mitigation starting in 2018. I submitted the requested documents monthly. Within a few days more documents requested. I text weekly made calls. I was never sure what was going. The status was always never clear. Did not get help I needed. After almost a year and too late for me I was told the loss mitigation was denied.
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Review
#1520675 Review #1520675 is a subjective opinion of poster.
Service
Shellpoint Mortgage Servicing Customer Care
Reason of review
Problems with payment

Unreachable robots. We appreciate your business! | ShellPoint Mortgage Servicing in Naples, Texas

It's been Happening for years. I have lived in the same place for 12 years. My loan was started with Wells Fargo in 2007. It's been a nightmare day and night since signing. They had no remorse for me a single newly divorced woman trying to keep my head above water. When I ask them to help me with keeping my loan current They added late fees ungodly inspection fees ***
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Review
#1519362 Review #1519362 is a subjective opinion of poster.
Service
Shellpoint Mortgage Servicing Customer Care

Useless website, never works. | ShellPoint Mortgage Servicing

1.1
Details
Totally useless website to check your loan status. Never works, always "processing" . When you call, them they always say, our website is slow today or is updating. This has happen every single time in past 4 months. Regardless of weekday, weekend, day or night, website is useless. Phone calls take a long time to get pass automation. Worst website, no app for phone like other mortgage companies. The previous mortgage company that had my loan before selling to them was excellent. This one is suck a joke.
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Review
#1498684 Review #1498684 is a subjective opinion of poster.
Service
Shellpoint Mortgage Servicing Customer Care
1.0
Details
A lady shows up at my house twice, trying to deliver mortgage papers. Why is corrispondence not thru the mail. Ive lived in my house for 23 years, this is suspicious
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1 comment
Anonymous
#1657328

Same here. Very abusive man pounding and kicking my door in the dark.

Never in 44 years of having mortgages have I ever had anyone do that. Mortgage was bought by them from Seterus who was super to work with. Hard to imagine those Gestapo like tactics being used today.

Those people need to be careful. They might get met by someone who could do them serious damage if not carefull

Review
#1480359 Review #1480359 is a subjective opinion of poster.
Service
Shellpoint Mortgage Servicing Customer Care
Reason of review
Problem with delivery

Contact ShellPoint Mortgage Servicing Customer Service

Website:
www.shellpointmtg.com
Mailing Address:
PO Box 10826
Greenville, South Carolina 29601
United States
Phone:
(800) 365-7107
All ShellPoint Mortgage Servicing Contacts

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If I could give these people a Negative 100 I would | ShellPoint Mortgage Servicing in Moreno Valley, California

They kept saying my loan Modification was being review all the way up until 2 days before the sale date, then they told me to resubmit are paperwork, I said. But the sale is in 2 Days; they said you still have time! Miss A Brown in loan modification is not there to help you I file an emergency bankruptcy in Jan 29 2019, on Jan 30 2019 they sold my home at an auction, my home of 20 YEARS! I Said what about the automatic stay, they said you. Should have call us yesterday!, In which I did! I don't have the money for Attorney to fight the Banks!
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Review
#1464503 Review #1464503 is a subjective opinion of poster.
Service
Shellpoint Mortgage Servicing Customer Care