Shellpoint Mortgage Servicing reviews

Terrible Customer Service Representatives

To Whom It May Concern, I called on November 6, 2025 and Spoke with Elyette Abrego ([email protected]) about my current "hardship" financial situation. She sent me the Hardship Application and also requested 2 months of my bank statement. I emailed all the requested documents and after about a week and I never heard back from her, I called in again to customer service. On November 13, 2025, I spoke with Linda Cheung ([email protected]) and once again I explained my financial situation and again she wanted me to fill out the Hardship Application and submit several months of my bank statements. I again submitted these documents and again no follow up or called me back to explain if the Hardship was approved. Today, I called Linda Cheung to follow up with her to make sure she received the documents and if a decision had been made to approve my hardship application. She informed me that it was not approved. So I asked her what were options, she stated that "If you can't pay, then you can't pay"! What kind of customer service agents would say that to a customer. I have never in all the properties that I have owned and purchased been treated like this. I have never since acquiring this loan against my property have I ever been late or missed a payment. I have waited on an answer from your customer service representatives for over 2 weeks and now it is 11/24/2025 and I have no options to make a payment before the end of the month deadline. I would like to escalate to the Manager, District Manager, Vice President, President to understand that this is your policy, which has nothing to help homeowners that are having financial troubles at the moment.

Horrible business practices!

Lender illegally holds insurance proceeds after all work was completed (on June 5, 2025) quoting their regulation that does not have anything allowing them to hold hostage the remainder beyond completion of the work. In addition, based on fact that they held and kept delaying the payments of the proceeds since March 2025, they should be paying the interest rate on such insurance proceeds! So much time and energy wasted on useless communications back and forth where documents do not get uploaded timely, paperwork gets lost, etc. Stay away from this lender!