Shellpoint Mortgage Servicing reviews

Continued Discrimination Against a Deaf & Disabled Customer

I have been trying to accept a Payment Deferral Offer letter mailed to me by USPS from Shellpoint. The letter states I can accept it by phone or thru their website. Well that is an absolute lie. On the website, the only option is to either make payments or to apply AGAIN for assistance. I don't need to apply again, I'm trying to accept this offer. The deferral would move the payments to the END of my loan, then make the next payment be due on 5.1.26. I can't get ahold of anyone! These hillbillies are again just not following any rules or regulations. The website has me apply AGAIN for the same assistance. The phone # just goes in circles for the amount that is due. I've emailed these jerks a dozen times at their loss mitigation & also emailed to their regular customer service email. NO ANSWER. That is what these scumbags do, just ignore you & let your mortgage come due. I never signed up with these jerks, my mortgage is Fannie Mae, which sold it to NewRez/Shellpoint, who are the worst-rated mortgage servicer in the U.S. Also, I told them I'm legally DEAF, they were informed of this 6 years ago. Yet these asshats send me letters saying to CALL them every 2 weeks. I can't hear on the phone. They have made it impossible to accept their Payment Deferral Offer by email, by CHAT, thru their website, by phone. I went ahead today, 3.24.26 & made a payment so I don't lose my house by them ignoring me. These hillbillies can create a new Payment Deferral Offer with some actual way to accept it that doesn't involve calling anyone. They say you have a Single Point of Contact, well they don't tell you WHO that is, their email, their phone, nothing, just some random Single Point of Contact. Shellpoint should be put out of business. Absolute immoral liars.

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.