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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:
$189,826.00

Total Amount Settled:
$0.00

Complaint Experience

63%

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 that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

16 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
1	Refusing to make an adjustment
6	Refuse to adjust, relying on terms of agreement
5	Unanswered

16 complaints against Shellpoint Mortgage Servicing

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11/10/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $788.04 Amount Settled: $0.00

Customer Complaint

10/28/2025

They are trying to say they didn't get my payment and are trying to charge me double. Resolution Sought Get my account right

Company Response

10/29/2025

According to our records, we have not received written authorization to disclose account information with Business Consumer Alliance. Therefore, we are unable to comply with the request to provide details regarding the loan until proper authorization is received in our office. It should also include what information we are allowed to disclose with Business Consumer Alliance. You may send the required signed written authorization to the following mailing address or via fax to: Shellpoint Mortgage Servicing P.O. Box 10826 Greenville, SC 29603 Fax: 866-467-1137 Until authorization is received, we are unable disclose details regarding the loan.

10/21/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $3,261.00 Amount Settled: $0.00

Customer Complaint

10/8/2025

On may 1st 2024 i completed my mortgage payment with Gregory funding on June 16th Gregory funding transferred my loan to shell point. My chapter 13 trustee made my last payment to Gregory funding on may 1, 2025. My balance is zero(0). On my credit report nr/sms/cal claim i owe them $3,261 they are holding my deed and won't send it to me. They are not my mortgage company i have payed off my mortgage. They tried to put the self on my homeowner insurance i have with usaa they notified me. They then charge me $2900 from money they borrowed from citi bank. Chapter 13lawyer said homeowner insurance then claim it was a payoff amount of $2,476.84 they cancel the force place insurance on 11/12/2024. Which left $2,476.84 they still sending me monthly statement with the mortgage payment of $400. The number of payments are always charging. They are not my mortgage company. I payed off my mortgage with Gregory funding. Gregory funding send a tax form 1098 to me showing i owed mortgage than $7000 then shell point send me a form 1098 that stated i owed over$5,000. I owe nothing to anyone for mortgage. I have no mortgage company my chapter 13 trustee payed off my mortgage. They are threating me foreclosure. How can they do this. Please straight this out . I need help. I have documents to prove everything i'm telling you i have all the things they have sent me i have all the records to proof this Resolution Sought I want them off my credit report i want my deed to my property i want them to admit/confuse i want them no money for fees or mortgage. I want it in writing and dated i want them to stop send false and untrue mortgage statement i want them to stop harassing me i want them to straighten this out immediately this is urgent i have documents from chapter 13 trustee i have document from gregory funding that i owe zero principal 0 amount on my mortgage i have three forms of docume

Company Response

10/9/2025

Newrez has received the correspondence but are unable to respond as Business Consumer Alliance is not an authorized third-party on the account.

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