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Shellpoint Mortgage Servicing complaints

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75 Beattie Place Suite 500
Greenville, SC 29601 | Get Directions

(800) 365-7107

http://www.shellpointmtg.com

Monday- Friday 8:00 am – 10:00 pm

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Total Amount in Dispute:
$181,477.00

Total Amount Settled:
$0.00

Complaint Experience

64%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

14 complaints against Shellpoint Mortgage Servicing closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
5	Unanswered

14 complaints against Shellpoint Mortgage Servicing

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8/14/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/28/2025

My son was connected with this co. In nov my son passed away. After my son passed I called this co to let them know he passed. I also sent a death certificate to them and started sending their notifications to them. To this date they are still sending notifications now to my home address. I have done everything I can think to stop them, but to no satisfaction. Resolution Sought Stop sending notifications and close account.

Company Response

8/4/2025

Newrez has received the correspondence attached but are unable to find a corresponding loan number in our systems that would identify us as the servicer of the loan. Is there anymore information that may be provided in order to identify the loan, such as a different loan number, property address or name?

6/29/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $333.46 Amount Settled: $0.00

Customer Complaint

5/27/2025

Shellpoint took over my mortgage from Specialized Mortgage a few months ago my payments went up they said I owed money for escrow I paid it, but they took a portion of my escrow payment and took it for late charges but took my monthly payment from a separate check my check for escrow was a separate check from my payment please tell me what is wrong with Shellpoint. I have asked for their regulations on paper for two or three months acct No 1004633199. thank you Resolution Sought I want the funds i sent for escrow to be applied to escrow account

Company Response

6/16/2025

To Whom It May Concern, We are writing in response to your correspondence received on June 9, 2025 that contains a complaint filed by Thurma with regard to the servicing of the above-referenced mortgage loan. We understand that Thurma is requesting assistance with the application of funds. We thank you for the opportunity to respond. Our records indicate that funds in the amount of $1,185.76 were received on May 5, 2025 via check number 5791. The funds were applied to the May 1, 2025 monthly payment in the amount of $852.30. The remaining funds were applied to the late charge balance of $175.10, a short payment posting fee in the amount of $.20, and to the principal balance in the amount of $158.16. Please be advised, the funds were applied to the account per our payment hierarchy. On May 12, 2025 the funds applied to the late charge balance, short payment posting fee and principal balance were reversed. The funds were reapplied to the escrow shortage, as requested. Enclosed is a copy of the Loan History Statement. As stated in the enclosed Escrow Analysis Statement dated March 6, 2025, paying the shortage does not guarantee that the monthly payment will remain the same, as the tax or insurance bills may have changed. Although Shellpoint apologizes for any inconvenience regarding this matter, we have been unable to determine that any error has occurred. Thurma has the right to request documentation supporting our determination. We appreciate Thurma ' business and the opportunity to review this matter for you. For any additional inquiries or assistance, Thurma can visit our website at www.shellpointmtg.com. Alternatively, Thurma can contact us directly at 1-800-365- 7107 for further assistance. Thurma Bonds can also find helpful information on our Frequently Asked Questions page. Simply log in to the account on our website, click on Help, and choose FAQs from the drop-down menu for quick access to answers to common questions. Si usted no entiende el contenido de esta carta, por favor contacte a uno de nuestros representantes que hablan español al número 1- 800-365-7107. Sincerely

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