Shellpoint Mortgage Servicing

Absolutely HORRIBLE. The idiots at BoA sold my loan to the idiots at Shellpoint. Where do I begin…
My payment increased by $ 800 a month — from $ 1200 to $ 2000. After fighting back and forth, at the end of 2015 I had $ 9600 extra in escrow after insurance and taxes were paid (a total of $ 3800). This means they OVERCHARGED ME IN 2015 BY $ 9600, OR… $ 800 A MONTH, WHICH IS HOW MUCH MY PAYMENT WENT UP. They blatantly overcharged me, caused me to get behind on my payment, which I caught up after they refused to reduce my payment. Only sent me a check for $ 7000 of my over payment of escrow. Now, I find money is missing from my escrow. After this money came up missing, I was blocked access to my online account so I cant review loan history. I called and requested a loan history report and they sent me a BLANK HISTORY REPORT. I’M MISSING ABOUT $ 600 FROM ESCROW. WHERE IS IT? THEY WONT TELL ME NOR SHOW ME MY HISTORY.
In February, my amount due again increased by $ 850. After several months of them denying they knew why there was an $ 850 extra charge on my account, they finally admitted it was for «legal fee». What the hell does that mean???
Emails are not answered AND I think they use fake email accounts which is why they are not answered. They go to dead inbox accounts. The contact person they gave me is
but she DOES NOT ANSWER EMAILS.
My payment is due on the first of each month. Almost every month, my statement doesnt even arrive until AFTER the due date. One time, I receive the statement on the 12^th. I have to call in my statement doesnt even arrive before the first.
I phoned in my May payment but mistyped my zip code and received a message stating my payment was not accepted and to try again later. I did and 3 days later, they took TWO payments out of my bank, resulting in a $ 32 NSF on my banks end AND they charged me a $ 25 fee as well. I explained the first payment was not accepted and asked for the confirmation number for both transactions and they refuse to give me this information (because they dont have two confirmation numbers) and refuse to remove the $ 25 charge.
I have gotten my attorney involved in the mysterious $ 850 charge.

If your loan ends up here, first pray… then run!
GET OUT as fast as you can!!!
I’m no child and in my 15 years of being with a different mortgage company, not one issue, not one late payment. Shellpoint stalls payments, returns payments and refuses payments to create a series of charges, late fees and penalties.
THIS IS THE MOST FRAUDULENT COMPANY I’VE EVER DONE BUSINESS WITH!!!
RUN!!!

Hate this company. Said my escrow was negative & payment increased by $ 600 s month. Who can afford that? Im a single person. Damn I hate this company. Cant wait to refinance with another company. Not even worth one star rating.

Fellow Humans! Please officially report these (and any other bank or financial institutions that are unethical and possibly conducting in illegal manners) to the appropriate regulatory agencies:
If you only file complaint, do it here:
Also:
Each state has their own banking regulator ~~ google for your state. Same thing with your State’s Attorney General’s office.
Do not use any mortgage broker that will write your mortgage with New Penn Financial. They are a nightmare in and of themselves but then use Shellpoint as their servicer.
I’m happy to see Unilocal reviews but nobody ends up with Shellpoint by choice ~~ you are sold to these dirtbags and then stuck unless you refi (which isn’t cheap). The *only* recourse against them is through the official channels listed above. Please take the time to report financial companies such as this one — otherwise they laugh all the way to bank while ruining your credit.

The worst. My mortgage was sold to these idiots by another lender. I am unable to reach their department In order to get an insurance loss check deposited. There is no one in that department to answer the phone. Beyond frustrating. I plan to file a complaint against them.

Negative Stars.
There is at least 2 class action law suits in California for New Penn Financial /​Shellpoint Mortgage. These are the only ones I know about.
LAW SUIT #1 Case No. 2:15-cv-9 108
CLASS ACTION Plaintiff VIRGINIA MASTROIANNI, Individually, and on Behalf of All Others Similarly Situated. Plaintiff, v. NEW PENN FINANCIAL, LLC, a Delaware Limited Liability Company Doing Business As SHELLPOINT MORTGAGE SERVICING; DOES 1 Through 10, Inclusive.
LAW SUIT #2 No. SACV 14 – 1558 AG (JCGx).
TEJWANT S. BAL, v. NEW PENN FINANCIAL, LLC. United States District Court, C.D. California. June 22, 2015.
I am in the middle of a Law Suit against Shellpoint Mortgage, also in California, individually, nothing to do with the ones mentioned above. I have been contacted by phone and email by people that want to know about how to file a law suit against Shellpoint by people in similar situation as myself.
My experience, I applied for a loan modification. I got nothing but repeatedly requested to resend documents over and over again for more about 2 years. At the end while I was still sending requested documents, Shellpoint filed a Notice of Trustee Sale violating the dual tracking law under the California Homeowner’s Bill Of Rights, they also did not provide me with a single point of contact in actuality, they did provide me letters appointing a single contact to cover their assets, but He was never available or returned my calls. My loan was covered under the Department of Justice Settlement with Country Wide /​Bank of New York. Later transferred to Resurgent Mortgage who merged to Shellpoint.
Horrible customer service, rude representatives. Not all of them to be fare, but half of them. At the end it didn’t matter. All I can say to everyone dealing with Shellpoint Mortgage /​New Penn Financial if it helps you in anyway, save all your documentation, write who you talk to, name, time of the day and all your conversation. All fax receipts, all documents sent. It might come handy one day.
I wrote all my conversations only because I am forgetful, not because I planed on suing them. If I hadn’t done that, I would be hitting my head on the wall right now. I would have been foreclosed on a long time ago, because you can sue people day and night, only to be dismissed by a judge for lack of evidence.

NEGATIVE STARS!!! How does a corrupt company like this still exist?. the worst customer service. My parents are being jipped, they keep sending payments in and yet are still receiving notices of foreclosure?.. someone needs to sue this company and put them out. they are harming so many.

My mortgage was purchased by this company. This company has by far the worst customer service, I have ever experienced in my life. They are unprofessional. My mortgage payment was taken out 3 times instead of once. When I called to ask for reimbursement, they acted as if it was my fault and they were doing me a favor. They said it would take 48 hours to review my request and 3 – 5 business days for a reimbursement. Every time you call it also takes 20 – 25 minutes to talk to a customer service representative. Beware of this company, they are a nightmare to deal with and need some deep rooted changes in their customer service policy.

The worst mortgage servicing company on the planet Earth. Please, some real estate attorney read this and sue the balls off them. They are doubling the escrow erroneously of their customers and not fixing it. What are we to do? If it weren’t so hard and expensive to change mortgage companies, I would do it tomorrow. I’m at my breaking point.
CLASS ACTION LAWSUIT WAITING TO HAPPEN.

I wish I could give this place no stars. Absolutely the worst in everything, especially customer service.
Our mortgage recently and unfortunately got sold to these clowns. We were notified about it, and worked with them to set up our automatic mortgage payment withdrawal from our checking account when we got the notice that our mortgage was sold to them, to ensure a smooth payment process. We thought all was settled and taken care of. Oh no. Clearly no one intelligent here.
Shortly before they were due to withdraw our first mortgage payment with them, we noticed our mortgage payment went up over $ 500 PER MONTH. Shellpoint ‘accidentally’ doubled our taxes per month. They told us they would ‘try’ to fix it but it was our responsibility to keep following up with them to assure that they fixed it. ??? When we did follow up a few dad later and right before our mortgage was due to be withdrawn from our account, the new person we spoke with couldn’t figure out if it was fixed or not. We were supposed to wait until they withdrew the money to see if they took out too much or not, then let them know if they did.
Again, ???
Last night we got a letter from them stating that we missed a mortgage payment (our first with them), and that we are now in arrears. We were so angry and couldn’t figure out how, since they were SUPPOSED to be doing automatic withdrawal which took forever to set up with them. After a sleepless night and spending almost an hour on the phone, they told us the letter was sent to us in error and that we are, indeed, current. But they still can’t tell us if they fixed their math error of doubling our taxes every month. My husband asked to speak to a supervisor, and they repeatedly told him there was no one to speak with or that others were too busy.
I’ve never felt so helpless or felt so badly about a business that I had to deal with in my life. They couldn’t care less about customers or fixing their mistakes.
We are looking for a new company to take our mortgage to.
Trust me, skip these idiots. They don’t have a CLUE and you are not a priority at all.

These asshats bought my mortgage from Wells Fargo. In the 2 months they’ve had my mortgage, they have:
1) Screwed up my escrow account for taxes and told me my new monthly payment for 2016 will be $ 500 MORE than this year. When I called them, their rep told me «yes, it’s a known clerical error we’re working on». Why didn’t they either write me a letter or call me to tell me not to worry? They also told me it was my job to inspect my next statement to make sure it was fixed. The problem is that I have auto-​withdraw every 2 weeks, so they MIGHT take too much out. They told me to call them before the withdraw date to check.
2) I got another letter a week later stating that my account was more than 30 days past due along with information how to get help paying my mortgage. I had a second small heart attack (I’ve never made a late payment in my life) and called them. «Woops… that letter went out in error. Your account is current. That was our mistake».
When I asked them to write me a letter /​email STATING that BOTH the estimated taxes letter was an error (and that my monthly bill would not go up $ 500) AND that my account was up to date and their were no late payments AND that my credit would not be reported on negatively, they told me «we don’t do that».
When I pressed them and spoke to a «team lead» (would love to meet the «team» that they are leading…), they would not transfer me to the mortgage service dept as «they don’t take incoming calls». When I asked to speak to the Supervisor, I was put on hold for 5 minutes and told they were in a meeting. When I asked to be put to voice mail, they came back 2 minutes later and said they were going to have the mortgage servicing dept write me a letter stating I wasn’t late. This indicated to me that the supervisor WAS NOT in a meeting but that they just tried to placate me with my request and not get on the phone. I finally was able to leave a message for the supervisor, but have not received a call back.
Looking into a new mortgage company as I type this. If your mortgage is bought out by Shellpoint, RUN, don’t walk, to find a new mortgage company.

This is a Mickey Mouse outfit (with no offense meant to Walt Disney). My payment was not posted to my account, and they assessed me a late fee, though it was no fault of my own. E-​mails to this inept company weren’t acknowledged until 5 days later, which, when it’s regarding so-​called late payments, is crucial, but they only sent me basically a form letter-​type of e-​mail response. Not to mention, they promised me a return phone call within 24 hours; guess what, it never came.
If your mortgage gets bought by Shellpoint you’d better be prepared to endure lousy customer service, and, in the worst case scenario, damaging your credit rating because of Shellpoint’s incompetence. You have been warned.

I would give them negative stars if I could. They removed money from my escrow account to purchase hazard insurance which I already had through my condo association. Then they tried to jack up my mortgage payment to cover the shortfall in my escrow. They got the paperwork they needed and refunded the money to my escrow (after about 40 phone calls and 1.5 years) and are NOW trying to get me to pay all kinds of late fees (2x the amount of my normal mortgage payment) for the period during which they tried to increase my payment. I’ve talked to countless reps who promise me they understand the situation and will get the fees removed, only to have the same charges show up on the next month’s statement. They’re completely incompetent. They lose paperwork. They don’t call back when they promise you they will. I’ve left 3 messages for their customer service manager, who won’t return my calls! I honestly do not understand how they are still in business. They should be embarrassed. I’m seriously considering refinancing just to get away from them. Even if it costs me more than the sum of these bogus late fees. ABSOLUTELY HORRIBLE COMPANY. Stay away.

The worst! They took over my loan from B of A Jan 2015. They told me 60 days ago that I have not made any payments since February. I provided proof with the cancelled checks and THEIR Confirmation number for the payment. Now two months later they still tell me that I have not made any payments even though they have given me confirmations numbers for payment every time. Now I am dealing with foreclosure threats even though I have held up to my end of the contract. The only reason they get one star is that you have to at least begin with one star to begin a post.

My home loan was originally Countrywide, then sold to Bank of America & 2 years ago sold to Shellpoint Mortgage. Be careful when you pay your mortgage on line during the weekend because they don’t update their website until the following Monday. I had a horrible experience when I paid my mortgage last Sat on line directly through their website, I never received a confirmation either by e-​mail nor on line after I tried to make payment. I presumed it didn’t go through. The next day, Sunday I checked the Shellpoint website to see if my Oct payment went through & it showed I didn’t.What do you think would a responsible homeowner do. I went ahead & paid my big mortgage on line directly through their website on Sunday afternoon.
Guess what, I was surprised that they charged my checking acct twice (2 mortgages amt for Oct month).I called my bank immediately & I made a stop payment on those charges. I decided to call Shellpoint & requested to speak to their supervisor. I was given to a representative instead who told me it is my fault & they are just ffg company policies. He claimed that I should have waited until Monday before I checked the web side & told me I will be paying a penalty if the first payment will not go through if I made a stop payment.
If there is no confirmation from you & you did not update your website at the end of the day. Why would it be our fault & why do I have to pay penalty. This is the worst mortgage company I have dealt with. Not fair for us as consumer. Who has the time to wait until Monday to update your website before paying the bill/mortgage?It is 2015, not 19^th century.

Shellpoint Mortgaging Servicing provides the worst customer service I’ve ever experienced, along horribly outdated payment processing systems. I was cheated out of money due to their screw up, and then INSULTED by the «supervisor» that I asked to speak with in order to resolve the problem. I was polite, patient and thorough in my explanation of the problem and in return I was not only met frustration, but an incredibly insulting employee who made me want to pull my hair out. She went out of her way to insult the customer. I will follow this company closely until they go out of business and then sleep well at night.

They are unable to allow anything to be updated on line. I imagine they use rotary phones in their office. How can a mortgage company in 2015 not allow automatic payment set up on line? It is a waste of time to ‘send in a form’ when the rest of the does everything on line! Just ABSURD! Update your services!

These jerk-​offs refuse to send us an actual payment booklet like everybody else in the world. Instead we are supposed to wait for a monthly statement that arrives basically when your mortgage is due. I think they also are the reason my telemarketing calls have skyrocketed.

Horrible mortgage company. One rep tells you something, another tells you «sorry that person was wrong and has no idea what they are talking about». Every rep sounds like they read a third grade level, no common sense. I am refinancing just to get my loan away from them. They changed their name from resurgent to shell point. I think they change the name regularly to try and shed their bad reputation. Please get new confidant staff! Avoid this mortgage company at all costs!

Always get a nice person on the phone. Absolutely no follow up, and they seem to hind behind the phrase «I have escalated this to supervisor».
They erroneously took too much out of my checking account numerous times and the error was on them. But it took me hours to bird dog the problem and get it fixed, only to have it happen again next payment period. This happened three times. To the point I had to fix the problem with my credit union because I couldn’t trust their competence.
Like I said, they are polite. But my experience really leaves me wondering just how ethical or competent they are. God forbid if I had a real issue that I needed them to fix.