Shellpoint Mortgage Servicing Reviews 356

Newrez Shellpoint Mortgage Company has been one of the most disappointing mortgage servicers I have ever dealt with. During a difficult time when I lost my job, I reached out multiple times seeking any form of assistance or program to help me keep my home. Instead of support or guidance, a representative told me, “why don’t you just sell your house.” That level of disregard toward a struggling homeowner is unacceptable.

Even after I managed to catch up on my payments, I contacted them again to ask if they could help with the late fees. I was immediately told there would be no assistance of any kind. This company shows no compassion or willingness to work with their borrowers. It feels as though they benefit from homeowners’ hardships rather than helping them succeed. I would not recommend Newrez Shellpoint Mortgage Company to anyone looking for a lender that values or supports its customers.

My review of this company is -1000! They give out my account number without validation of who I am, to start! My sister in law has cancer and was given a grant to help with mortgage payment! Well, that 2700 is lost and proof has been given to Shellpoint and still they say money never posted! Talk about no compassion and zero help, reps rude and unknowledgeable! Always different scenario and filed to another department that never gets back to you and has no direct contact! Lawsuit needs to be filed!

Do not use this company. If your loan is sold to them, refinance immediately. When you call, all their people and automated greeting state they are a debt collector, as if to rub it in your face that you had to get a mortgage. Also, it does not give a feeling they'll work with you. I am a government employee working since 1 OCT 2025 WITHOUT a paycheck. I called them to let them know I had $1000 remaining in my checking account, I haven't paid any utilities, and can I get a deferment until the government opens back up and I get a paycheck. They proceed to ask about all my payments, all sources of income, and they'll get back to me in 5 days with a payment plan. I asked how they are going to make a payment plan when the mortgage is $1100, I have $1000, and utilities on hold and food & gas to purchase? It's been 7 working days and no reply of their plan for what funds I have left. If you refinance immediately, you should get the same interest rate elsewhere and not have to deal with this company.

I have more than $16,000 unaccounted for - it has been missapplied at least 5 or 6 times, and failure to apply this appropriately has led me to rack up penalties which hurt my credit rating.

This company needs to be litigated to the max! All officers need to be locked up for 20 to 30 years for their criminal conduct in Shellpoint Mortgage Servicing!
No matter what is said here, the only response this company ever provides is the one you will see below as a co-out!
"Thank you for sharing your experience with us. We understand your concerns and are here to help. For the best support, please reach out to a customer service representative via the live chat on your online portal at (w w w dot shellpointmtg dot com) or by calling 800-365-7107."

Awful company customer service sucks!!
Cant wait to refinance with another company. This company is awful

I agree with all the other mortgage/loan holders that slam this company. It is nearly impossible to even access my loan online (that by the way started with SoFi then went to SpringEQ then went to Shellpoint!). They are constantly saying that I shoud receive a Certified letter with some secret code to access my account - never happens! SoFi/Spring EQ should never do business with these folks again. They treat you like a second class person and act like all loans are "In Collection" like we are all some deadbeats that don't pay our bills! Shellpoint wants more info regarding this so here goes:
A. It's almost impossible to create an online account
B. It's like they almost want us to NOT pay our bill
C. Their a debt collection agency and NOT a legitimate Mortgage Service Provider
D. Phone support with a human is almost useless - none of them have any authority to do anything
E. It's been a month now and I still haven't been able to create an account or get a response from my Certified Mail payment I just made 5 days ago

The worst company of all time! They are like the mafia!!! This company should be banned from servicing loans. Every time I try to make an online payment from my bank account, it tells me that my account information is incorrect. But when I make a payment through the automated phone system, it takes the minimum payment with out issue with the exact same banking information. Unfortunately, it will not give me an option to make a principal payment by way of automated phone payment. It just simply WILL NOT let me make a payment on line and it definitely will not allow me to make a principal payment. This obviously keeps me from paying down my loan faster and therefore forcing me to pay mostly interest on every payment. Then when you try to call, they always treat you like youre in collections by saying "This is an attempt to collect a debt". The customer service is combative, inconsistent with information, and just simply rude. In addition, the loan is in my husbands name only. He has written letters and given verbal authorization to speak to me on his behalf 6 times now. They still will not speak to me. I am going to try and start a class action lawsuit against them. Please contact me if youre interested.

Worst experience I’ve ever had in 38 years with a mortgage company. They bought my mortgage from another company. It took them 8 months to credit me for the last payment made to my initial mortgage company. Even though I sent them the picture of the cashed check. You can never get the same manager on the phone to help with resolution. I would never do business with them again

Lender illegally holds insurance proceeds after all work was completed (on June 5, 2025) quoting their regulation that does not have anything allowing them to hold hostage the remainder beyond completion of the work. In addition, based on fact that they held and kept delaying the payments of the proceeds since March 2025, they should be paying the interest rate on such insurance proceeds! So much time and energy wasted on useless communications back and forth where documents do not get uploaded timely, paperwork gets lost, etc. Stay away from this lender!

DO NOT USE THIS COMPANY. I CALLED TO PAY OFF MY LOAN & THEY SAID I OWED OVER $4300. MORE AS THEY PUT INSURANCE ON MY "LOAN" AND I HAVE TO PROVE I PICKED UP INSURE ON MY HOME TO HAVE THE LOAN RELEASED.
THROUGH THE YEARS MY EQUITY LINE HAS BEEN MOVED AROUND TO OTHER COMPANIES TO "MANAGE" MY LOAN.
IN THE PROCESS OF THIS THEY DIDN'T PAY MY HOMEOWNERS INSURANCE & IT GOT CANCELLED.
MY HOME LOAN HAS BEEN PAID OFF FOR A FEW YEARS NOW & I'VE BEEN PAYING ON MY EQUITY LINE. TRYING TO PAY IT OFF THEY NOW TELL ME I HAVE TO PAY FOR THIS LOAN INSURANCE BEFORE THEY SEND PAPER WORK THAT MY LOAN IS PAID OFF.. I WAS NEVER NOTIFIED THAT THEY WERE PUTTING INSURANCE ON THIS LOAN OR HOUSE.
CAN THEY LEGALLY DO THIS???

Shellpoint Mortgage Servicing continues to add my escrow back into my payment amount despite the fact that I pay my own escrow. Today, Shellpoint told me this is because I am delinquent on taxes but the Tippecanoe County Property Tax office assures me that I am current and no payment is due until November, 2025.
Once again, Shellpoint is charging me an extra $650 per month. I thought this was corrected for the third time in August but it is not yet resolved. I have been on the phone for more than 20 hours over a four month period trying to get this corrected but now, I can't get through to the proper department.
I want to be current on my payment without overpaying. They will not credit a partial payment.
This means I will have to spend even more time trying to get this issue resolved over the weekend.
I'm a teacher and have very little free time.
This is infuriating.
Save yourself the headaches and
DO NOT deal with Shellpoint!

phone system is run through computer until you finally reach a customer service representative from India that has a horrible accent which made it difficult to understand what they said. I asked them to repeat what was said multiple times. My mortgage was transferred to them effective 9/2/25 and only now on 9/10/25 have I been able to get the correct loan #. Tried to access via the web and their chat does not work. tried to setup auto payment for my 10 year interest only mortgage and it cannot be done. They can only take a phone call monthly to process the interest only payment with me providing the RTN and acct number every month. This is unacceptable.

1 month into my loan and Shellpoint already sold my loan to Fannie May.
Glad to be rid of them

Can only do a 1 because this doesn't allow for a zero. This company absolutely is trash all across the board. There is never a manager available so they will try to allow for a scheduled call back, then they don't call. They lie and say that there is no phone number to reach the A/P department that disperses payments which is ok you want that to be internal but then you don't allow your staff to verify check numbers with internal staff. No one is willing to compensate for the liaison efforts or late fees assessed due to their incompetence. I'm highly disappointed that BOA shifted me over here and I'm honestly looking at refinancing just to get away from Shellpoint. This place should be SHUTDOWN IMMEDIATELY.

I am trying to sell my house and get a pay off. Their V.M. keeps saying I can request it by their site. Well, that is wrong. If you click the link it sends you to a messaging system, where you have to click a subject line, but there is NOTHING about pay off. I picked the closest I could which was payment.
Finelly found a number to call. I swear to God, you are only talking to AI. The guy on the other end, kept asking me the same questions, over and over. I mean, VERY BASIC questions like how can I help you at least 4 times. I told him I am selling my house, I want a pay off amount for 9/15/2025. He then asked are you selling refinancing. I asked him point blank....Are you a real person or AI. The response was, I am trying to help you. Terrible experience from front to back.

All I want is to get paperless statements. There is NO where on their website that allows you to set this up, so I get monthly paper statements despite the fact that I have automated payments set up. The chat doesn't work, and when I called the customer service number, it said I would have "xx number of minutes to wait...." and then it hung up on me. Jeez, folks, save yourselves some money and fix this minor problem!!!!!!!

AWFUL. Will not respond to my emails about getting a payoff statement for my loan. Buyers are waiting to close and I cannot even get a hold of Shellpoint to get the payoff letter.

Worst company on earth, very un-professional. They have had my mortgage, for five years, mortgage, due on the first, they will start calling on the second at all hours of the day and night, to dun you for the payment. Never missed a payment, never been late. I will have to find a new mortgage company, they set the bar for poor customer service.

Inept, incompetent, poorly ran, systems must be antiquated. STATMENTS are never timely. Chat doesn’t work. Looking at the reviews they are all low ratings. Why is this company still in business is beyond me. In the 3rd month waiting to see if the issues are resolved. The August Monthly statement that was supposed to be available online on the 9th has yet to post - anxiously waiting to see the information will be accurate this time 😡

They never fix anything right away. The letters they send out when you request a correction or correction is approved is generic babble. It’s been two months and the past two STATMENTS still had incorrect information. Just ridiculous.

If this statement is incorrect, ai will file a complaint with the Consumer Dept.

Had no issues with prior servicer, this company is HORRIBLE!