Shellpoint Mortgage Servicing S Dairy Ashford Rd, Houston

The best way to deal with this company is their online website. I tried speaking with a customer service rep on the phone this morning and it was pointless. It did not seem like the guy wanted to help at all. I called back to speak to a diff person and then decided to create an account online instead. They recently made some changes to the website and it is pretty user friendly. I will only be using the website from now on. I hate that this company bought my original loan company. I would never choose them on my own. Prayers for others that have to deal with the rude customer service reps! :-)

Your best bet is to simply pray to every deity you or your neighbors worship that your mortgage gets sold/transferred to somebody else. In the meantime, pay your own homeowners insurance because these guys will require hand-holding and repeated phone calls to figure it out. They'll also send threatening horrible letters after they buy your mortgage, even before you can log into their online system. And if you complain, they'll send a form letter. They don't even both reading what you send them. It's seriously one of the worst companies ever.

If I could give negative 5 stars I would. Worst customer service ever. I do not recommend using this company at all. It has been the worst experience. I have been trying to pay my loan of for weeks now. And I can never get anybody on the phone and when I do nobody can provide me with the payoff or wire information. This is just one of several problems I've had with this company

No way to escalate a missing payment. I am out $1000 from my bank account and have provided proof of payment multiple times and called a dozen times and every time I get the same runaround from their call center - "I have put in a request to get this resolved, please call back in 24-48 hours." It is ENRAGING that I have done this close to a dozen times. My mortgage was transferred to Shellpoint in June and they sent two of my payments over to Shellpoint but only 1 has shown on my account. I have sent in Fedex tracking numbers, check numbers, proof of the payment clearing my bank account, multiple times and it simply will not get resolved. I cannot talk to ANYBODY at Shellpoint despite my dozen calls and requests to escalate. This is the worst mortgage servicer I have ever dealt with in my time as a real estate investor. DO NOT USE SHELLPOINT!

Absolutely the worst mortgage company I have ever had to deal with. Unfortunately, they bought my loan 6 months ago and it has been awful ever since. Trying to get the same story twice is impossible. In dealing with a situation, I have spoken with over 10 different customer representatives and received over 10 different answers, all apparently inaccurate. Can't get my loan transferred quick enough!!!

This is an absolutely HORRIBLE company to do business with. It takes an incredible amount of time to go through the automated phone system, only to have a live person ask all the EXACT SAME information that was entered in the automated system. The CSR's are smartasses and do not care about customers. They outright lie to customers about payment options as well as other things. Complaints fall on deaf ears, and they do not do anything about it. My mortgage was sold to them by Veteran's United. I liked them as a company, but now I loathe them for doing this to me.

I received letters of default, even when I paid my mtg 2 weeks in advance. Then they filed a fraudulent FHA partial claim so I have to deal with that in order to sell my house. FHA won't tell you over the phone what the deal is. I got letters that said I was in forbearance due to covid when I wasn't, even after showing them my payments. Lord know where or to whom my money went.

My mortgage was bought out by this company unfortunately and over the past few years they have shown to be one of the worst companies when it comes to customer service and communication. You can never get anyone on the phone or to respond to anything via email. If I had a choice I would move my loan but it just ends up costing myself more money to do so. Steer clear of this one would be my recommendation

Can you give ZERO stars? It's sad that you don't even have a choice when your mortgage is sold to TRASH companies! I am trying to refinance. Have an entire refinance all set up (approval and all) but I can't get my payoff to finish this paperwork. On hold for 45 minutes before being disconnected (FYI my phone did not move from the spot - it was not me) and then called back and been on hold for 30 minutes. I need a particular department but not one has direct number or a way to use the extension I was given. This is unbelievable. I want out. I'm trying to get out! AND THEY WON'T LET ME OUT!!!

It's impossible for me to express how poorly run this company is. I am reporting this company for mortgage fraud after months of patience, trying to work with them, and having them fraudulently draft money that wasn't owed from my account, lying to me, and making changes to my account without my authorization or knowledge. Stay as far away from this company as you can. Even 0 stars would be far too generous. I would give the strongest negative rating I could if possible. In the middle of a pandemic/recession, with my wife out of a job and my tenant unable to pay rent, this company has repeatedly screwed us over to the tune of thousands of dollars. My issues have not been resolved despite countless emails and hours on the phone. Luckily, I am in a situation where I will be fine financially, but I am worried for other consumers who are on more of shoestring budget or not as financially literate as I am.