Shellpoint Mortgage Servicing

They cannot be trusted total miscommunication . Loss Mitigation rude gives different answers intentionally intentionally delays time to foreclose . They dont care at all. Major Violations.

Extremely difficult to navigate customer. Inaccurate communications and responses.

Failure to provide an accurate payoff statement and gross administrative negligence.
I am filing this complaint against Shellpoint Mortgage Servicing for failing to meet federal and state requirements for accurate loan payoff reporting. During my refinance process, Shellpoint provided a payoff statement for the wrong property. On April 29, 2026, Shellpoint issued a document that correctly listed my LLC as the borrower but pulled data for the wrong property. Because Shellpoint serviced the wrong property location, the payoff amount was overinflated by roughly $110,000 (initially quoted). My settlement agent and new lender immediately notified Shellpoint of this "wrong property" error. Despite this, Shellpoint took two weeks to issue a corrected statement. This delay was a direct violation of 12 CFR § 1026.36(c)(3), which requires an accurate payoff balance within 7 business days. Due to Shellpoint’s refusal to correct their own gross negligence in a timely manner, my interest rate lock on the new loan expired. This directly caused me $1,800 in actual financial damages for rate lock extension fees. Furthermore, I was charged additional per diem interest of $32.38 for every day of the delay.

They are always late reporting to credit agencies!

They messed up and charged me for their mistake. Stay away from them..

If I could write a negative review, I would. They embarrassed me three times and caused a bad reputation with my bank. Thank God I have been with the bank for over 24 years, and they know me, by rejecting the deposit to my bank account. Now I have negative balances after a major purchase for my business. Of course, they don't care.

I literally called before depositing the check, especially after the deposits were rejected twice before. Now, after rejecting the deposit for the third time, I need to verify my driver's license and my face, as if we have nothing else to do in life. Very unprofessional. On the other hand, the customer service is great and easy to understand. It's just that they have no power. It is all the fault of the poor top administration. They said they dealt with bad individuals, but then they treated good people like bad ones. Unacceptable. Please repair your business behavior!

Why?

I give them zero stars. My 82-year-old mother's mortgage was sold to them last year. She had always made her payments in full and on time and never had any trouble. Shellpoint more than doubled the amount she owed each month with no explanation. After a great deal of trouble on her end, it turned out that the higher payment was based on the amount she owed the town she resides in for property taxes. Except she owed nothing for property taxes because she was given an Elderly Deferral by the town. Shellpoint either was too incompetent to grasp this or just didn't want to. They continued to overcharge her even after she and the Town Clerk sent documents showing that she no longer paid property taxes. She is told different things by different people on different days. They have now seemed to have lowered the amount she owes each month but are still charging her over $4,000 in "late fees" because she didn't pay them the extra amount that she did not actually owe. She has now been told that she is in "Pre-foreclosure." She is about to turn 83 years old and the stress of potentially losing the only house she has ever owned is taking a large toll on her health. They clearly couldn't care less about being honest or fair and are just out to displace innocent people from their own homes to make money. They are reprehensible, and I sincerely hope they eventually get shut down. If your mortgage is sold to Shellpoint, find another mortgage company immediately.

The worst! Just awful! My mortgage was sold to Shellpoint 8 years ago and it has been a nightmare ever since. I am currently in foreclosure and am trying to be reinstated. Called today and actually got to speak with my point-of-contact. I began by making sure all documents that were needed had been received - they had. And, in my point-of-contact's words, everything was "good to go." However, I went to tell him that I had received financial assistance from a personal source to get me reinstated. He stopped me and said that the check would be returned as it wasn't for the full amount needed. I was stunned, to say the least. He also told me that I "couldn't afford" the new monthly mortgage payments, which was only $90 more than I was already paying. When I corrected him that yes, I can afford that monthly payment (I should know, right?), he went off on some other tangent. I told him that this assistance was the best that I was able to do and asked why Shellpoint wouldn't even accept it towards the reinstatement amount. No comprehensible answer. This is all so typical of Shellpoint! Deny, deflect, obfuscate, talk over, condescend, and yet they claim to "care" about their customers. Such a load of nonsense! If I could switch companies today, I would! Beware of these people!

Definitely a one-star review. My recently deceased parents used Shellpoint Mortgage for their home loan. After their passing and becoming the owner of the house, I sold the house and made sure they were aware of us selling the house to pay the mortgage off. They were nothing but horrible to work with. Customer service representatives were not friendly or willing to help. In the end, they added about $3,600 in bogus charges that had to be paid immediately, or they would keep increasing the amount due each day. Not an ethical company, and the BBB wouldn't help at all.

My friend passed away and appointed me as the executor of his estate. They refused to allow his children to make any payments on his mortgage and attempted to foreclose on the property. They would not communicate with any of us and would not disclose the amount needed to bring the account up to date. They insisted they would only accept the exact amount for payment but would not provide us with the correct figure. They have exerted every effort to take possession of the house. By a miracle, I was able to update the account and they provided me with login credentials, so I set up automatic payments. Subsequently, they disabled the automatic payments and locked me out of the account. They impose a late fee or some arbitrary fee every month even though we are not paying late. They still refuse to communicate with me. Their website claims that they offer a 15-day grace period for late payments, yet they prevent you from paying within this period and charge a daily fee regardless. This company is completely unethical and all the customer service representatives are dishonest.

Shellpoint compounded servicing errors that crossed into statutory violations, akin to a credit trap set by debt collectors. They deserve a solid zero for a rating.

Shellpoint force-placed flood insurance for years despite my having continuous coverage that was sufficient. They inflated the escrow based on projections and capitalized those charges into disaster-related loan modifications. I am now paying long-term interest on improper insurance premiums. Forbearance for a natural disaster was approved, but they allowed a delinquency to age unevenly across the credit bureaus when it was placed in a loan modification. This system produces outcomes that disaster law was designed to prevent. This is what happens when a debt collector is servicing mortgages. The credit trap!

Shellpoint Mortgage Servicing has been the most destabilizing mortgage experience I’ve ever had.

I’ve had multiple mortgages over my lifetime, and I have never experienced anything like this. After Hurricane Ian, my life was turned upside down — and instead of stabilizing the loan during disaster recovery, Shellpoint made everything worse.

Key issues:
• Extreme escrow volatility with unexplained, clustered disbursements and an alleged escrow shortage exceeding $11,000
• Continuous homeowners and flood insurance in place (with Shellpoint listed as mortgagee), yet repeated “required insurance” notices and pressure to sign acknowledgment forms instead of verifying coverage
• Trial period payments made as instructed, yet my account was still reported delinquent once forbearance ended “on paper”
• Inaccurate credit reporting while I was actively paying under loss mitigation
• No real single point of contact — every call required starting over, with no continuity or accountability
• Two loan modifications that failed to stabilize the loan because underlying servicing issues were never corrected

I spent nearly two years fighting my insurance company just to receive proceeds after the hurricane, while Shellpoint continued to recalculate escrow, capitalize charges, and allow foreseeable harm to my credit. The constant payment changes and lack of clarity nearly bankrupted me.

This isn’t about missing payments — it’s about a servicing system that prioritizes boilerplate warnings and automation over accuracy, transparency, and basic human judgment during disaster recovery.

I would strongly caution anyone dealing with Shellpoint to document everything and not assume the system will protect you if something goes wrong.

I have been on biweekly mortgage payments for several months, and they say I owe them a $25 late fee. It's hard to believe, but fine. I went in to pay, entered $25 for the electronic payment, and received a text 20 minutes later that $2,150.96 is processing. I'm trying to cancel the obvious error.

They implemented additional lender-placed insurance without contacting me, informing me, or giving me a chance to get my own at a much better price. The next thing I know, my escrow balance is gone, used to pay for the additional expensive insurance!

"My mother's mortgage was transferred to Shellpoint in September 2025 from Wells Fargo. My mother passed away in 2020, and Shellpoint refused to accept any monthly payments from us from the beginning. We had to prove that we did not have a lapse in insurance for them to clear a $6,900.00 escrow balance. Once they cleared that, they still refused to take payments from us, stating that my mother is deceased and they could not tell us anything about the mortgage. First, they told us we needed to send in a death certificate and a will with a copy of our driver’s license. We did just that, and when they finally approved this, we thought they could discuss the mortgage with us, but no, they said we needed to have probate documents. We hired an attorney to complete my mom's succession/probate, and when it was approved and signed by a judge, we emailed all paperwork to Shellpoint. I have called every day for the past three weeks and am getting different answers from multiple customer service reps. They said it would take three business days to approve the court documents, then it was five days, six days, then seven days; well, now it's going on eight business days, and when I called today (12/23), they said 10 to 12 business days. Meanwhile, the mortgage has started pre-foreclosure. We cannot get any answers and have the means to pay the mortgage up to date. When I told Shellpoint about this, they said we would have to wire the payment to them but refused to tell me how much was owed to bring the mortgage up to date. How in the world are we supposed to send a wire if we do not know the amount? We feel that this mortgage company is purposely not allowing us to pay the mortgage up to date so they can foreclose and take my mom’s house from her rightful heirs.