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Business Profile

Loan Servicing

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

Information and Alerts

BBB Rating

A+

Reasons for rating

    How does the Better Business Bureau rating system work?

    Ratings range from A+ to F, based on factors like customer complaints, transparency, and responsiveness. Customer reviews do not impact the BBB rating. BBB also seeks and uses information directly from businesses and public data sources. Please find more information about our rating system.

    BBB ratings reflect how a business is likely to interact with customers. Ratings update automatically as new information is received. In some cases, a business's grade may be lowered if the BBB does not have sufficient information about the business despite requests for the information.

    Service Area

    • USA

    Alert Details

    This business has 2 alerts.

    Pattern of Complaints

    BBB files indicate that this business has a pattern of complaints concerning consumer who allege poor customer service, payments not being applied to their accounts, and consumers receiving foreclosure letters. On 10/22/2024, BBB submitted a written request to the company encouraging them to address the pattern of complaints. The business has responded and agreed to take the following action: Add 250 agents in customer service and require additional staff training; Sending the impacted borrowers a letter and video explaining the MFA process, as well as how to sign into their account; This creates more self-service opportunities on their website, mobile app, and system to allow consumers to get immediate responses. 

    Alert

    " Shellpoint advises its customers to contact the business directly at (800) 365-7107 for any customer service related needs before filing a BBB complaint". 

    Important Information

    This business is BBB Accredited.

    BBB accredited business seal

    BBB has determined that Shellpoint Mortgage Servicing meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

    BBB accreditation does not mean that the business's products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business's product quality or competency in performing services.

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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