Customer ReviewsforShellpoint Mortgage Servicing

This is a horrible company. My loan was transferred to them about a year ago. It has been nothing but a nightmare ever since. I have been trying to work with them on loss mitigation to start making payments on my home. They sent me a list of all the documents that I needed to send them to work on the loss mitigation. Every time I would call or email it was they are working on it. They were constantly telling me I had papers missing from the documents when I didn’t. I had faxed the documents so many times. I have also been through 3 POC and it seems each time i was starting over. The POC were also very hateful and rude. The one I have now was super nice but I can’t get a hold of him after leaving so many messages and emails.My loss mitigation was denied and then I find out they already had a sale date for the home. I would have never know if I had not call. I have never received anything in the mail from them about that. It’s sad that they are not helping a single mother whos father with cancer lives with her keep her home that she has been in for 10 years. They are definitely awful people. As if it’s not hard enough in this world with the economy. I guess just let people be homeless as long as they are getting their money! It’s so sad

Bought my mortgage from **** ** ******* and then lost all my information. They keep asking me to jump through hoops then they tell me that it doesn't work. I hate both Shellpoint and **** ** *******. Plus now they are saying or they just manage the mortgage and they are not the owner of the mortgage. If I could I would stay far away from this fraudulent business.

Shell point illegally put force placed insurance on my mortgage for a condo with master policies in place. There was no notification, took over 2 months for an escrow analysis review and still over charging. I have additionally reported to the Consumer financial protection bureau. They advised me to just make the payment including 4 times my monthly escrow amount which is illegal as well.

When they took over my loan at the end of 2022, they were confused about my payments being made the month before the due date. Instead of asking me, they applied the payment to the previous account and said that my payment was late and started adding late fees. After hours on the phone, they finally admitted their mistake. The next issue was my paying 2 payments per month, still the preceding month so that they would never be late. They somehow didn't apply both payments to the total, but put one of them in a different account for the principal only. Then they started charging me an overdue payment fee. We again spent hours on the phone. Then, when I had an increase in the escrow, I paid this amount in full when due, but they amortized the amount over 12 months and each month, charged another fee for incomplete payment. They still have no idea that the escrow payment was made in full, so I really owed nothing additional. This has been a lesson in accounting for me. I used to believe that 1+1=2, but with NewRez there is a NewMath where they just ignore the numbers. I'm still waiting to hear back from them on this. My next move is to call the VA home loan department of Veterans Affairs and my Congressman.

I agree with everyone else that this company is horrible. I had to contact Fannie Mae, the Consumer Financial Protection Bureau, and my state Department of Insurance and Financial Services. They play games. They lie. They are deceptive. Truly horrible.

My mother and I share a mortgage for the home she lives in. The mortgage has been sold a few times and is now with NeeRez (Shellpoint). I called the mortgage company to ask a few questions regarding the mortgage and the customer service representative helped me. During that phone call I mentioned that my mother now has dementia and I would probably be taking over this mortgage. After the phone call there were several credit card applications filled out and someone stole $1841 out of her checking account to pay a **** credit card which was not my mother’s. Then there were several attempts to ***** money in and out of my mother’s checking account. The mortgage mailing address is my address not my mother’s (which is the property address). All the credit card applications in my mother’s name came to my house which is the mailing address for the mortgage only. So I am positive that someone at the mortgage company is responsible for the fraudulent credit applications and the embezzlement of money out of my mother’s checking account. The bank has returned my mothers $1841 after I disputed the **** credit payment and the Venmo attempts were denied because I locked the account . But shouldn’t people be he’s accountable for their actions? I requested a transcript of my phone call as they are all recorded for quality control and they denied my request saying they will provide it only if subpoenaed from a court of law. Seems they know that I am right

My mortgage was transferred to this company and since then I have had the worst experience. My PMI was cancelled by previous mortgage, however, Newrez/shellpoint started charging me monthly PMI. After sending them all the proof and speaking with customer service several times, they finally sent a letter stating that the PMI charges would be refunded to my escrow account. The letter was received at the beginning of January 2024. The company continued charging me PMI and finally stopped after I called and expressed my frustration again. I am still waiting for the refund, I spoke with multiple people including several supervisors, who told me not to worry and that they refund would sent next week, but I am still waiting. Customer service agents are very rude and not knowledgeable. I never had any issues with my previous mortgage company. This company is the worst and I do not recommend anybody doing business with them.

I would shut Shellpoint down if it was up to me. It is criminal what that company does to people and it must be stopped. My payments are incorrect and they refuse to fix them. They are screwing with my escrow account. They never respond to anything properly. I believe they are a ROBBERY OPERATION. I attempted to get complete mortgage statements a dozen times and still do not have them . They just raised my mortgage payment again because they said my taxes are higher. That is wrong. They are not because of a long standing senior exemption. 2 months have passed without resolution. Every year since they took over my loan they have harrassed me over lender placed insurance attempting to charge me a RIDICULOUS amount for lender placed insurance. By the time our Condo Association gets the request to provide it, the company is threatening you! Senior abuse. Every single time you call them; they literally threaten you on the voice mail. I HATE SHELLPOINT. NEVER EVER DO BUSINESS WITH THAT COMPANY IF YOU CAN AVOID IT. If I could, they would be sued by me for the trouble they have caused me! I want to sell my place just so I never have to deal with them again! SHUT THEM DOWN!

This company has lost our February Payment, all proof has been submitted and they are not reviewing the documentation. We have been trying for over a month to get this resolved. We call Newrez almost every single day and every day its a different excuse of why they are not reviewing the documentation. Newrez required us to send the entire bank statement for February and it clearly shows the electronic withdraw that Newrez did on the 7th of February, it shows the reference number, the payment number his account number and the amount of the payment. We have confirmed with the bank that they have received this payment and that the payment has not been returned to us. I would tell anyone and everyone never to finance with Newrez they are a terrible mortgage company and they steal your payments. We now how to go file a dispute with our bank so that Newrez will be forced to return our payment, so that we can make the payment again.

The best part about leaving a toxic work environment like Shellpoint Mortgage is the freedom. I never have to be subject to mental abuse or control again & there's nothing they can do about it. When I tell you it's the worst place in the world to work because they need a therapist on site but refuse to get one, that's what I mean. I've talked to sooooo many people this past couple months who were excited to apply with that company & make that little $2500 (they have a cap on how much you can earn in extra commissions a month), I figured I might as well warn everyone at once. They're not the highest paying call center in Greenville so don't feel like you have to work there to make "money". You also need to factor in therapy cost, losing confidence & enduring mental abuse. I never speak on a job once I'm gone because it is what it is but bruh, Shellpoint Mortgage will wear you out if you're a good worker who doesn't kiss *** or speaks up for yourself. Work at a place that celebrates all the things others complained about. My current job sees my inner brilliance & wants me to advance because I'm gifted. My supervisor at Shellpoint picked on me so bad, I've never dealt with anything like that. She was horrible & can't manage her own life so she definitely shouldn't be in charge of others. I hope you find a job that appreciates your hard work & doesn't let leadership treat you like crap. Leaving them was the best thing ever because now I can speak on it openly without being bound by their threats when I'm honest.