Hello everyone this is an updated review my mortage was sold to this company in November of 2024 I am happy to tell you by BOA selling my mortgage to this company was a BLESSING for me at first no lie I was skeptical since I had never heard of them before went on the computer did research and I wasn't liking what I was reading. So I said to my self okay well I will have to give them the benefit of doubt so glad I did at first I had a difficult time getting someone on the phone so I tried the chat and was connected to a person right away and so glad I did that way I was able to keep the chat for my records. Through the the email but the GOOD NEWS is I had them for eight months I didn't have any issues at ALL I came up with a plan to pay the mortage off faster by adding more to the principle every month because I calculated the interest rate and I was paying more in interest than what was going on my mortgage. I understand that they have to make a profit but seriously they were hardly putting anything on the principle if I had kept doing it the way they had it I would of DOUBLE what I bought the house for I said to myself OH no instead of paying them all of that interest I can pay myself that. So I paid the mortage off SEVENTEEN YEAR'S and FOUR MONTH'S early so now that$150.000.00 that they would of collected from me stays in my pocket. I paid it off on the 17th of July I received my DEED on the 8th of August thats less than a month HALLELUJAH!! I received my escrow check on the 10th of August so now it's a done deal . But I made sure I kept a print out of all transactions for my own personal records. So thank you Shellpoint for an easy and GRATEFUL transition. read more

My mother's mortgage was originally with Wells Fargo. She refinanced approximately 10 years ago. During COVID, she entered into a Wells Fargo forbearance because her side income dropped significantly. That forbearance ended in a formal Wells Fargo loan modification, and she stayed current under that modified loan. In 2024, she entered into another Wells Fargo forbearance so she could manage cash flow while taking care of timely and necessary home maintenance. That forbearance began July 1, 2024 and was scheduled to end December 31, 2024, with the expectation that payments would resume in January 2025 or that another modification would be completed. In September 2024, Wells Fargo transferred the loan to Shellpoint. Shellpoint said it received the transfer paperwork, but claimed it did not receive the Wells Fargo forbearance documentation. Because of that, Shellpoint demanded full payment of the amount it believed was past due. We explained that the loan had been in an approved Wells Fargo forbearance and that payments were expected to resume in January 2025. Shellpoint then said it would work on a loan modification. My mother resumed making her regular mortgage payments in January 2025 while Shellpoint processed the modification. In spring 2025, Shellpoint offered a modification that appeared acceptable and we were ready to proceed. Shellpoint then canceled it because the property was held in a trust, which they had not properly addressed. They had not asked us to clarify the trust issue before preparing that modification. After more calls, Shellpoint restarted the modification process to correct the trust/title issue. During the second modification process, Shellpoint converted the loan into an escrowed loan. We agreed to that. In October 2025, Shellpoint placed the loan into the escrow structure and my mother began paying the increased mortgage payment. The modification agreement states that Shellpoint is responsible for paying both homeowners insurance and property taxes through escrow. Since then, Shellpoint has repeatedly mishandled the escrow account. Homeowners insurance was due in December 2025. In February 2026, we received notice that Shellpoint had not paid it. When we contacted Shellpoint, one department said the loan was not escrowed. Another department said it was escrowed, but only for property taxes. We explained that the modification agreement required Shellpoint to pay both insurance and taxes. About a week later, Shellpoint corrected the issue and paid the insurance. At the end of April 2026, we received another notice stating that the property taxes had not been paid. We contacted Shellpoint again. The escrow department said the loan was not an escrow account. Customer service also initially said it was not an escrow account. We then had to request an investigation and ask Shellpoint to review the actual modification agreement. Shellpoint eventually confirmed that the agreement does require escrow handling, but they have not yet explained why the escrow department does not recognize the loan as escrowed or why Shellpoint stopped collecting the property-tax portion in December 2025 after performing an escrow analysis and lowering the payment. Shellpoint is currently investigating the escrow setup so this can be corrected going forward. Separately, Shellpoint's credit reporting appears inaccurate. Although my mother resumed payments in January 2025, Shellpoint did not report those payment months. August 2025 was the first month in 2025 that Shellpoint reported to the credit bureaus, and they reported the loan as more than 150 days late with a past-due amount. We dispute that reporting because the loan had been in an approved Wells Fargo forbearance through December 2024, and my mother had been making payments since January 2025 while Shellpoint processed the modification. read more

RUN FOREST RUN. This is as bad as it gets. Do not believe any positive reviews that you may ever read. They are all written by shills. I have over 5 years experience dealing with them and, without exception, every call, every email, every communication has been unprofessional and abusive. The arrogance exhibited by their phone staff is worse than the IRS. They must be trained in Mafiosi phone camps. The latest game is "silent treatment". If the moron on the other end of the line does not like you disagreeing with her latest ebonic lie, she simply stops talking or listening or responding. 5 or minutes of totally dead air. I do not owe or pay Property Taxes in McMinn County Tennessee due to a State program for Disabled Veterans. The State of Tennessee pays all or most of my Property Tax to the County. Newrez still insists on Escrowing for Property tax and usually mails a check at the very end of the due cycle even after being provided with a statement clearly showing a 0 ZERO BALANCE DUE. It usually gets lost or cancelled or returned but always causes a 4 month hassle that is totally unnecessary. This year Farm Bureau insurance gave us a great quote on our Homeowners Insurance after we added an old barn to our property. During an Escrow Analysis NEWREZ calculated a 1400 dollar decrease in our annual insurance premium as an increase and thusly increased our monthly Escrow payment $400 per month, even though I made a full year's premium payment out of my own pocket. Right now they are sitting on over $2000 in Escrow with no Taxes or Insurance due for a full year. Taxes never, Insurance never from them. Get out from under these Schysters thumb as soon as you possibly can. Scammers, liars, idiots, thieves. read more

Avoid using this company at all costs! Last year it took them four months to figure out how to recast my loan... It is almost another year and a half later and after dropping another $30,000 toward the principal and paying for the servicing fee for another recast, I am now on month two of waiting for them to successfully figure out how to recast my loan for a second time. There has never been an incentive to remain, nor was there ever a financial resolution to make up for the (now six months) of paying higher interest amount, unnecessarily. Both times I have attempted to re-cast my loan; the employees, managers, and supervisors have told me to check back next week via phone call, only to explain a different reason for why it's taking so long every week or even giving me extreme differences on how to proceed every week I called. ** It's extremely alarming to have such poorly trained associates handling financial affairs for their customers. The entire experience has been very problematic. Once this 2nd recast is finally in effect, I will definitely refinance with a different bank and lending service. read more

Talk about lousy customer service: Shellpoint would win with -10 points. My request to increase the amount of my payment required 30 minutes of nonsense with AI. Finally got a rep. A transfer to Kellyann. Kellyann sent me all of the paperwork for another client. I wrote her an email that said "OOPS Big Mistake" that was last Friday. Still haven't heard from her!!!! Shall I write the fellow whose paperwork I have????? Then I have signed on, it didn't like my user name. Then it gave me my username. I entered it and was rejected. Very disappointing technical support. I would suggest it is in Shellpoint's best interest to have someone who speaks excellent English to call me. Karen Zupko read more

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. read more

Zero stars. Worst ever. Incompetent, rude and did I say incompetent? Sent escrowed property taxes to wrong government agency (after fighting me about the actual due date), got hit with late fee, refused to pay the late fee they incurred. Do your best to never, ever use them. Btw the website is nearly impossible to use with any browser on any computer, tablet or phone. read more

My HELOC was sold to Shellpoint after 1 month. It has taken weeks for them to be able to access my information so I can pay them. According to them, my payment is late. Illegal, but we'll deal with that one. I've been on the phone with them 4 times today to get verified for onboarding. The customer service representative is quite rude and the automated phone system hung up on me several times now. After supplying them with a picture of my passport and a selfie, getting multiple text messages, resetting my password, and arguing with the customer service representative, I have lost over an hour of my day, but I can pay them the $27.14 I owe them. Also, they won't let you opt out of the sale of your information unless you live in California or Oregon. Let's go for maximum rent seeking. read more

They are charging unnecessary fees to my mortgage and always have an excuse to remove them. I do not recommend using them as they are very hard to deal with. read more

Regulators need to scrutinize this company. The security on the company website is absurd. I am regularly required to change passwords -- if not every month, then virtually every month -- to receive texts with codes -- today, I had to receive three separate texts/codes even though, in each instances, I did NOT make any mistake in inputting my code or information -- all to PAY my mortgage. Not to withdraw money, but to make my mortgage payment. I suspect this is calculated to prompt borrowers to be late on their mortgage payments to the company can collect late fees. read more

First of All, they need to STOP changing their name...who are they...Newrez? Shellpoint, ???? -I originally wanted to know what my shortage may be for this year and how to avoid increased monthly costs when I discovered the insurance overage mistake by Newrez.. After weeks of arguments with bi-lingual, irritated or impatient representatives, misunderstandings and mistakes,I finally know now to send back at least $1,529.44 to Newrez to cover this year through May 2027 to avoid a monthly increase. I recorded the steps and calculations discovered below to move forward. -I am on a fixed salary so it is crucial that my mortgage payment remain low though May 2027. I was clear about my inquiry. - reason for call. tt seems to me that Newrez representaives (all that I spoke with in the 'Escrow Dept') lack the ability to help customers understand process and dates. Most don't understand escrow in general, how it works which is painful, let alone how to recommend ways to avoid increased monthly cost and to address issues causing so many US owners to go belly-up in this economy. Newrez representatives cannot help customers prepare for upcoming insurance or county payments (dates and anticipated amounts): and I don't think that is too much to ask. Thanks again, Deanna J Butler Result of my Conversations and Steps Forward *Newrez will pay my county taxes on January 28th and May 15th in the amount of $2050.91 To date and on January 28th, I have $2,766.98 in my escrow account They will pay my Denver county taxes ($2050.91) from the escrow account ($2,766.98 - $2050.91 = $716.07) I will have $716.07 after my taxes are paid on Jan 28th (ironically the same exact amount of monthly escrow payments lol) My monnthlly escrow account payment is $716.07 County taxes are due on July 1 on May 15th On May 15th, I will have $3580.35 in escrow account - $716.07x5months = $3580.35 Newrez will pay my county taxes ($2050.91) from the escrow account on May 15th ($3580.35 - $2050.91 = $1,529.44) I will have $1,529.44 after my county taxes are paid on May 15th (a $1,529.44 SURPLUS) December 15th insurance is paid again for January 17th on December 15th I will have $5,012.49 ($716.07 x 7months = $5,012.49) in my escrow account on December 15th Newrez will pay my insurance ($4,491) from the escrow account on December 15th from the $5,012.49 ($5012.49 - $4491 = $521.49) Enough for insurance but not for the Denver County payment coming January 28th, 2027. I will have $521.49 after my insurance is paid on December 15th (and a $2050.91 - $521.49 = $1,529.42) SHORTAGE because county taxes is coming Jan 28th) I need to fund the escrow $1,529.42 to cover the Denver county tax shortage coming on January 15th, 2027 and due February 28th. So I am sending back the $2,235 refund from Newrez coming now to help cover this year through May 2027. read more

If I could give them a "-Negative star" I would do so in a heartbeat. This company is the worst. My mother passed in 2023 and I have been in foreclosure 2 times because of THEM. Every time I try to talk to them they say they can't speak to me even after sending them ALL REQUIRED information 7....7 different times. And most recently this past week and have yet to hear back from them. They are the WORST COMPANY EVER read more

If I could give zero stars, I would. Shellpoint Mortgage has been one of the most frustrating and disappointing companies I've ever dealt with--and like many others, I didn't choose them. My loan was sold to Shellpoint, leaving me stuck with a company that shows no interest in providing basic customer service or a functional digital experience. Their website is unreliable and often broken, making it difficult to access your account, make payments, or retrieve essential information. Even worse, there is no real customer service. Everything is automated--designed to route you in circles, avoid addressing your concerns, and prevent you from reaching a live person. It's clear that Shellpoint has intentionally built a system to minimize human interaction and accountability. Shellpoint operates like a company that knows you're stuck with them, and it shows. There's no effort to ensure a secure, helpful, or even remotely user-friendly experience. Instead of reinvesting profits into supporting the people whose mortgages they service, they seem focused on cutting costs--at the expense of their customers. The growing number of lawsuits speaks for itself. Shellpoint's negligence and disregard for customer well-being are not isolated issues. If you're considering doing business with Shellpoint: don't. And if your loan has been sold to them, stay vigilant, document everything, and be prepared to advocate for yourself. Avoid them by any means necessary. read more

Definitely a 1 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 use selling the house to pay the mortgage off. They were nothing but horrible to work with. Customer service reps not friendly or willing to help. In the end they added on about $3600 of bogus charges that had to be paid immediately or they keep increasing the amount due each day. Not an ethical company and the BBB wouldn't help at all. read more

Wells Fargo sold mortgage to Shell point Read terrible reviews about Shell point however my experience has been exceptional but it's only a month in. A lot and I mean a lot of paperwork totally overwhelming however two phone calls and everything was set up and worked out thus far read more

Shellpoint/NewRez and their escrow analysts are the best arguments for paying your mortgage early. Even if you are just rounding up the installments. The escrow analysts consistently use bogus figures to determine the rates. This is a serious problem with counties that bill late. Also, the Illinois law which mandates 55% of last year's total balance is news to them. I now have an escrow payment which is 15% larger than the principal and interest payments. Moreover their website takes as long as half an hour just to load. The only reasons I haven't refied are: 1) the risk that the new loan will transfer to them once again; and 2) I have at most 38 payments to go. TLDR: If refinancing is an option, exercise it and pray this firm does not get your loan. If not, pay more principal...even if you are rounding up to the nearest dollar. read more

I sent a $2,584 refund check clearly labeled "insurance refund," but some kind of idiot at Shellpoint didn't even read the memo. Instead, they applied it to my monthly payment and jacked up my escrow. Seems like they want to jack up my amortization and make more money off me. Even though I'm always on time with my mortgage payments, they still hit me with a spill debt disclosure without any warning--totally unnecessary and unfair. To fix this mess, I had to waste time calling them, because they don't automatically transfer funds to escrow. Clearly, they don't care about accuracy or their customers' time. This isn't just incompetence--it's like they want to profit off their own mistakes. If you value your time and sanity, think twice about Shellpoint. read more

Impossible to get anyone on the phone who can send a simple payoff demand to escrow. Worse mortgage servicing company; Neither the escrow officer nor the Seller can talk to anyone with authority. Clerks at the Call Center are rude and uncaring. Steer clear of any mortgage company that uses Shellpoint to service the loan. read more

Our previous mortgage servicer was the absolute WORST mortgage servicer I've ever dealt with after being with five other companies in the past. They were impossible to get hold of, inconsistent in disseminating information, and not very helpful to us at all during our tenure with them. When our home loan was sold to Shellpoint, we expected an even worse experience - we were pleasantly surprised to find one of the best services we have ever dealt with. Shellpoint's cutting-edge communications practices, accessibility, and technologically advanced personalized consumer videos make our loan servicing experience something to be happy about. I highly recommend Shellpoint Mortgage Servicing to anyone in need of a Mortgage Servicer. read more

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It is impossible to reach this company. You can NEVER reach a live person. The system just hangs up on you and they do not answer their emails. I would never recommend this company. read more

After our home was rendered unlivable by Hurricane Helene in late 2024, we were placed on a disaster forbearance with Wells Fargo that was renewed until June 2025, when servicing transferred to Shellpoint. Shellpoint extended the forbearance for one month, then suddenly reported our loan as 120+ days delinquent without any notice or demand for payment. On August 5, they called us about a loan modification, which we immediately agreed to and made a payment that same day--still never being told our credit had already been damaged. We stayed in contact throughout both the hurricane and a house fire in July that destroyed the property, proactively updating both servicers and complying with every request. Despite this, Shellpoint's poor communication unfairly left us with severe credit damage that now prevents us from purchasing a new home. read more

First month with Shellpoint I wrote a check for my mortgage payment. The check was processed then washed and cashed sending my account to fraud and returning the check. They literally stole my check washed it and cashed it for another amount. The problem has been through a bunch of people and still they charged me a late fee. This company is horrible. No one contacted me after many attempts to contact them. They literally committed fraud and can't return my calls. Proof is below. read more

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There customer service is bad. The support staff has no idea and screw me when I issue a check and was rejected. I had balance to cover but they did not process it causing downstream impact. There app is also unreliable. read more

There is no way to reach this company and I am receiving mail for someone who owes them money. There is no one to talk to and explain this to. Very poor customer service. read more

Shellpoint Mortgaging Servicing is the worst servicing company ever. I pay my own escrow but they keep charging me an additional $650 per month even after I corrected this three times already via long phone calls, emails, verification from the county property tax office and insurance provider! I am on the phone for the 14th time trying to get this corrected. I will be filing complaints. Please avoid dealing with Shellpoint Mortgage Servicing! read more

After our home was rendered unlivable by Hurricane Helene in late 2024, we were placed on a disaster forbearance with Wells Fargo that was renewed until June 2025, when servicing transferred to Shellpoint. Shellpoint extended the forbearance for one month, then suddenly reported our loan as 120+ days delinquent without any notice or demand for payment. On August 5, they called us about a loan modification, which we immediately agreed to and made a payment that same day--still never being told our credit had already been damaged. We stayed in contact throughout both the hurricane and a house fire in July that destroyed the property, proactively updating both servicers and complying with every request. Despite this, Shellpoint's poor communication unfairly left us with severe credit damage that now prevents us from purchasing a new home. read more

This is the worst of the worst. Their system is too outdated, complicated, and not friendly to use. I'm going through a hell of processes just to correct my mailing address, which was their mistake to have it wrong. They didn't accept a fax after telling me so, now they are asking for a picture to be mailed!! Wake up it's 2025!! read more

After spending 35 years in the banking industry, I have finally seen the absolute worst. on May 30 , I sent a email . Today July 27th I received an email asking me what I need !! Now I'm about to lose my home because after 8 months processing they turned me down for debt ratio. Now what do I do ??? The Worst read more

As a disabled veteran, this company has done nothing but act in contempt toward me. They answer the phone with a script saying "thank you for your sacrifice to our country" then proceed to spite me and ignore my requests. They purchased our loan from Armed Forces Bank then 'accidently' restructured it adding in property taxes when I am exempt. They will not let me delete/opt-out of escrow and their system 'wont let them fix the problem' for several months - causing a significant financial hardship. My monthly mortgage is going up $800 for taxes that will not be owed. All they had to say was 'sorry for the inconvenience'. I have submitted a complaint for discrimination against them. read more

Shellpoint Mortgage is dishonest and rips off clients by NOT applying extra monies paid in the manner requested by the borrower. They do NOT apply extra monies to principal. They apply them to the next month's payment first and only after that will they apply the monies to principal. This allows them to keep the loan for a longer term so that they receive more interest money. We have REPEATEDLY requested that they stop this practice and apply ALL our extra payments to principal but they refuse to do so. I would love a real estate attorney to take our case and slap them with a class action suit on top of it. They are CROOKS! read more

FIND ANOTHER LOAN SERVICE!!! Shellpoint Mortgage Servicing outright sucks. I established an account because my loan got sold to these incompetents. And when I log in, it tells me that I've successfully accessed my loan, but doesnt give me access to the loan to make a payment. read more

We have had this mortgage for 20+ years. Apparently we have been paying $1 short each month. This month, they decided to apply the payment to the principle, showing that we had not paid at all. There goes our credit rating. They never bothered to call, inquire, email, or tell us about the error. We did not make up this payment amount. Unhappy customers!! read more

I called to ask a question and received incorrect information or incomplete details. They removed our escrow account without reason. When we contacted them, they informed us we needed to resubmit all the paperwork to have it reinstated. We did that, and then they claimed it was never received, even though we sent it electronically and through mail. Poor customer service! We refinanced and got out of there! read more

Maj. Bates (Retired Army). We paid our mortgage off ahead of schedule and sent a money order. For 2 months they said they never received the money order, so we sent a cashiers check our bank traced the money order and it was deposited in their bank. Two weeks later they confirmed receiving both payments. Over the past 4 months, my wife has requested a refund only to be told, it was sent yet we have not received the refund. The customer service is poor each person repeats what the prior person said with an assurance the refund would be sent. I escalated concerns to different managers, both said they would follow up and neither one did. As of today we have not yet received our refund. This is a matter of principle or the lack their of, we are now hiring an attorney to get our money back and yes, it might cost more but this is about poor customer service and the lack of follow-up! read more

Worst of the worst. Notice the increase of class actions and lawsuits against them. If your mortgage was a third party transfer to them BEWARE. Do your due diligence. read more

Absolutely the worst customer experience of any business i have dealt with in 40 years. No resolution to problems. Three months to reply to a written request for info on an issue. No resolution, so remorse. Lost $553 in withheld fund for unauthorized PMI. Then they sold the loan. Want to talk to India? Call Shellpoint! read more

This is a disgrace when contacting this business you cannot get to a live person. The automated system hangs up if you do not provide the information to move forward. I would not recommend Shellpoint Mortgage Servicing to anyone, because they are not servicing. read more

This company is horrible to try to get ahold of. On top of that they don't update their records and keep sending information to a deceased loan holder. You would think they would want to do better with their customer service and empty properties read more

Absolutely the most incompetent business that I have ever dealt with. Because they took over servicing my loan they put a hold on providing a payoff of my loan because they hadn't completed what they needed to in order to properly service it. Because of their incompetence they can't provide me with a payoff letter in at least 5 days and I am supposed to close on selling my house in the next 3 days. The settlement company has been trying to get the payoff for the past 5 days and have not been able to make headway with Shellpoint. These people need to be put out of business. read more

Rip off company. They inherited my loan from Conseco/Greentree/Ditech. Have been paying on time, 25 years--no escrows, no taxes taken out, just straight loan payments. After 25 years--they failed to prove or show the original contract or the payments from Conseco/Greentree/DiTech (a company that filed bankruptcy that they bought and inherited their debt). They think the $19K is a true balance and it is not. I don't have an interest contract with them. They have lacked to send me any proof. I found out their response via BBB. With the series of complaints on BBB 505 people and a 1 point rating and even worse on Yelp. They are a scam and in violation of the "Truth in Lending" clause. They don't return calls. they have outsourced INDIA for their customer service. Since last year--no response and I checked with every CS rep when I called "do you have notes on my account that I called?" Raggedy responses all around. Left hand has no clue on what the right hand is doing. Or it even exist. They want me to pull up my payment records which the should have record of since they BOUGHT the defunct companies. One rep tried to tell me to call Ditech and gave me the number. DA--you BOUGHT them. They are out of business. Have sent this matter to BBB, state attorney's office, and state and federal CFPB, and now the FTC. UNREAL. read more