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Business Profile

Loan Servicing

Shellpoint Mortgage Servicing
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Reviews

Customer Review Ratings

1.07

Average of 500 Customer Reviews

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Review Details

  • Terry W

    Date: 08/06/2025

    Today I called in and needed assistance with my *****. I spoke with Adriana and she was incredible. She had a very positive attitude/demeanor, and I felt like I finally spoke with someone who loved their job! She went the extra mile with reaching out to other departments to make sure I was taken care of.
    The 5 stars go to Adriana!!!!!! GOOD JOB!

  • Vivek P

    Date: 08/05/2025

    One of the worst mortgage servicers ever, they charged me interest for the delay at their end upon closing!!

  • Tomeka j

    Date: 08/01/2025

    Customer Service is horrible, Representatives are rude and un-professional ,Every time u call for information about your loan they give u the run around no one knows whats going on , I have been waiting for a payoff quote for 9 days still no time ETA !!!!!!!!

  • Robert H

    Date: 08/01/2025

    Shellpoint continues to ask for additional documents that I have complied. This happens over a 6 month period and foreclose date is Aug 11, 2025. I have been trying to get out of foreclosure and they continue asking for documents loss mitigation. Dual Tracking Violations is Shellpoint behaviors.

  • John A

    Date: 07/28/2025

    Shell mortgage servicing sent me a bill for monthly payments on a $95000 loan that I never took out or signed for.and the first payment of over $1000 is due on August 1st. I have sent them a letter after calling them because they said it was my bill. This is nothing but a scam and told them if they couldn't resolve this my lawyer would take care of this.

  • N. P.

    Date: 07/25/2025

    Horrible. NewRez/Shellpoint has been HORRIBLE in every way since they started servicing my loan in 2020. They have no idea what they're doing. I get a different answer every time I speak to someone. I called ******* ***, who owns the loan, to ask for another servicer and they said I'm not allowed to do that. WHY?? Their actions (or lack of) have absolutely had an effect on my life and bank account but I don't have a choice? So what's to stop them from doing whatever they want if I can't do anything about it? I'm selling my house now before they screw up again, that's how awful they are. And what's the point of these customer reviews if we're not allowed to do anything about it? It's not like someone can check these because they're evaluating lenders. WE DON'T HAVE A CHOICE. Insane. Wishing I could give zero stars. They don't deserve even one.

  • Rapheal J

    Date: 07/22/2025

    HORRIBLE COMPANY. TERRIBLE CUSTOMER SERVICE. Now that I have your attention as a reader. I have been dealing with them since the passing of my late mother. They were extremly rude throughout the entire process. Nobody knows anything. Never can get direct answers. I've request refinance applications on multiple occasions. It will be mailed in 7-10 business days was what I was told. thats 2 months ago at this point. I've sent over PERSONAL information via email and NO response. Im extremely dissatisfied and unaware how this company is even still in business. I requested a PAYOFF request. I am willing to settle the FULL AMOUNT OF THE ACOUNT and they're still dragging their heels. If there was a way to give them negative stars i would. STAY FAR AWAY FROM THESE INCOMPENTENT PEOPLE

  • Debora J

    Date: 07/17/2025

    My mom's home was paid off on April 1, 2025. It is now July 17, 2025 and they have not sent me a paid off notice for the mortgage yet nor released the lien on my mom's home. I call them now on a weekly basis and they lie and tell me that the paper is being sent out within 24 hours. I told them yesterday to email me the documents so that I can take them to the courthouse myself. They informed me that they will email me the paperwork in 24 hours and that was yesterday. It is now over 24 hours and counting for a simple email. What is up with this company and why can't they perform a simple task? Do I need to get the Attorney General's office involved? PS: This company purchased my mom's mortgage 2 years ago. ***** ***** was the original lien holder.

  • Julia N

    Date: 07/16/2025

    I closed on my ***** on June 5, 2025, and immediately attempted to repay $150,000 to avoid incurring unnecessary interest on funds I did not need. However, Shellpoint took 10 days to create my online account, during which time I was unable to make any payments. Despite making multiple phone calls during this time, I was told I had to wait until the account setup process was completed.
    As a result of this delay, I was charged interest I had actively tried to avoid. I consider this a failure in customer service and account management, which caused me financial harm through no fault of my own.
    In addition, I am unable to obtain an itemized statement. The only documentation I receive is the monthly payment amount, with no breakdown or explanation of how that figure was calculated. This lack of transparency is unacceptable and raises serious concerns about the accuracy of the billing.

  • Lisaa C

    Date: 07/14/2025

    the worst losers put on this planet. they do not give a hoot about any of their clients, they are clueless

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