Find a reputable business?

Complaints and Resolutions

Shellpoint Mortgage Servicing complaints

Read Complaints File Complaint View Full Report

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

File a complaint in less than 5 minutes!

Our complaint services are free and our team of expert mediators will assist in resolving complaints with businesses.

File Complaint

Total Amount in Dispute:
$191,826.00

Total Amount Settled:
$0.00

Complaint Experience

67%

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

18 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
8	Refuse to adjust, relying on terms of agreement
5	Unanswered

18 complaints against Shellpoint Mortgage Servicing

Sort by

1/11/2026

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

Customer Complaint

1/5/2026

Shellpoint is HORRIBLE with payment processing. They continue to allege that I am one month behind which I am not, and continue to assess late fees each month WHEN I AM NOT IN ARREARS. Multiple complaints filed with them, the BBB, et al for MONTHS NOW. Resolution Sought I want them to bring my acct 1023565813 current because I have paid EVERY month BEFORE the 1st of the month, and remove ALL LATE FEES.

Company Response

1/6/2026

Newrez has received the correspondence but "Business Consumer Alliance" is not an authorized third party on the account.

Customer Rebuttal

1/8/2026

Sounds like just another excuse on Shellpoint Mortgage Servicing's part to dodge the issue and not resolve it. They continue their erroneous efforts to say that I am in arrears by one month and continue to assess late fees, yet have not had ANY HUMAN REPRESENTATIVE GET IN TOUCH WITH ME TO REIVEW MY PROOFS OF PAYMENT FROM MY BANK AND RESOLVE. Their reviews in all of the major consumer review resources are abhorrent; this is clearly a pattern with Shellpoint. I will continue until this issue is resolved and my account is corrected. STAY AWAY FROM SHELLPOINT/NEW REZ IF YOU CAN!!!!

12/17/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,000.00 Amount Settled: $0.00

Customer Complaint

12/2/2025

Im being charged for flood insurance on a home that is not in the Special Flood Hazard Area. The FEMA map shows the house is Not in the SFHA. The FEMA MAP shows the home is in Zone X. Homes that are in Zone X are Not required to have mandatory Flood Insurance. I have a print out from the fema website that shows the house is in zone X. I also contacted FLOOD PRICE which is a company that sells flood insurance . On the FLOOD PRICE website they have an interactive tool on the site where you type in your address and it shows which flood zone your house is in. It also shows the house is NOT in the SFHA. It shows the house is in Zone X. This all started when my mortgage was taken over by SPECIALIZED LOAN SERVICING. SLS was sued by Consumer Protection for Force Placing Insurance on homes and SLS of course lost and was ordered to pay millions. Ive mailed 2 certified letters to both of these companies and only received a response from Shellpoint stating they were looking into the matter,My mortgage contract does not state I MUST carry flood Insurance. Ive been living in this house since June 2022. I did not have to have flood Ins for the first 16 yrs. The maps have not changed. Resolution Sought I want them to STOP charging me for flood insurance. I want them to cancel the policy I do not want flood insurance and do not need flood insurance.

Company Response

12/4/2025

According to our records, we have not received written authorization to be able to disclose account information with Business Consumer Alliance. Therefore, we are unable to comply with the request to provide additional details regarding the loan until proper authorization is received in our offices. 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

Load More Complaints

First Name:

Last Name:

Email Address:

Password:

Are you: Male Female

Profile