November 2019 Complaints Against Shellpoint Mortgage

Compiled from Public Data by FairShake

If you have an issue with Shellpoint Mortgage, you’re not alone.

The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.

In 2019, the CFPB received 907 complaints against Shellpoint Mortgage. Shellpoint Mortgage ranked Number 38 among all financial companies for the most complaints.


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Complaint Details:

Date of Complaint: November 12, 2019

Company Official Name: Shellpoint Partners, LLC

State: NJ

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Struggling to pay mortgage

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: November 13, 2019

Company Official Name: Shellpoint Partners, LLC

State: NC

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Full Complaint:
My mortgage was originally with XXXX and I wrote them a check for {000.00} which then brought my remaining principal to {000.00} which I can prove with the XX/XX/2019 statement. XXXX went bankrupt in the midst of processing my payment and the new company that took over the debt, Shellpoint Mortgage Servicing, claimed they didn’t have record of the {000.00} payment. They eventually contacted me and stated they had located the payment once I sent them a copy of the check. Shellpoint then said everything was resolved. Now Shellpoint has sent me a mortgage statement saying my current balance is {000.00}. My original intent with the {000.00} payment was to cover all of my payments due for 2019. Shellpoint is saying I owe for XXXX. I have called and left numerous voicemails after being on hold with their customer service line, but have yet to receive a response from them. I don’t understand how my principal balance went from {000.00} in XXXX with XXXX to {000.00} in XXXX with Shellpoint and have to make a XXXX payment …

Company response:

Response Type: Closed with explanation

Public Response:
Company believes complaint is the result of an isolated error


Complaint Details:

Date of Complaint: November 12, 2019

Company Official Name: Shellpoint Partners, LLC

State: DC

Product: Debt collection
Sub-Product: Mortgage debt

Issue: Attempts to collect debt not owed
Sub-Issue: Debt was paid

Complaint Tags: Servicemember

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: November 13, 2019

Company Official Name: Shellpoint Partners, LLC

State: IL

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Full Complaint:
Hello CFPB : I am contacting you in an attempt to have expeditious results regarding the escrow analysis that I received in the mail on yesterday with a payment due on XXXX XXXX. I contacted the Senior VP/General Counsel ( XXXX XXXX ) via email and asked that Please correct this matter within five business days of this communication. I also talked with XXXX XXXX of the Specialty Division of Shellpoint Mortgage at XXXX.



In XXXX, I secured a construction loan from XXXX XXXX XXXX who later transferred to XXXX XXXX XXXX ( XXXX ). In XX/XX/XXXX, XXXX transferred to ShellPoint Mortgage Services. Since that time, I have experienced repeated errors in the accounting and billing which have caused much grief and anxiety.



Last Spring, I sent a mortgage payment in with three advance payments earmarked for three future mortgage payments. The mortgage was applied to my principal. Surprisingly, I received a default letter for the next month. It took over a month and six phone calls to different representatives and four emails to various departments to have it corrected. Even after it was corrected, another error occurred which led to more phone calls and inconveniences.



On last night, I came home to read my escrow analysis. The XX/XX/XXXX amount due is {00.00}. I am showing a current escrow balance of – {.00}, XXXX. This can not be correct. My yearly taxes and insurance don’t exceed {00.00} a year. In addition, XXXX XXXX sent a copy of the homeowners insurance twice to Shellpoint when requested.

I am being told that my taxes were delinquent form XX/XX/XXXX-XX/XX/XXXX. However, the County Tax Portal shows that the taxes were paid. I have never been delinquent on taxes.


Also, the cushion of {.00}, XXXX ( 1/6 ) is unconscionable. My original lender has a 1/12 cushion clause. Therefore, the terms of my loan can not change due to transfer. This cushion was not contracted for and is NOT reasonable. How many average working persons can afford to pay an extra {00.00} with less than a months notice.

In closing, I am requesting that this matter be corrected within five business days of this correspondence to you. I should only be responsible for the {0.00} contracted in the original loan and the {0.00} escrow and possibly a cushion on 1/12 not 1/6 per my original loan.



Regards, GP

Company response:

Response Type: Closed with explanation

Public Response:
Company believes complaint is the result of an isolated error


Complaint Details:

Date of Complaint: November 11, 2019

Company Official Name: Shellpoint Partners, LLC

State: AZ

Product: Mortgage
Sub-Product: Other type of mortgage

Issue: Trouble during payment process

Company response:

Response Type: Closed with explanation

Public Response:
Company believes complaint is the result of an isolated error


Complaint Details:

Date of Complaint: November 13, 2019

Company Official Name: Shellpoint Partners, LLC

State: CA

Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-Product: Credit reporting

Issue: Problem with a credit reporting company’s investigation into an existing problem
Sub-Issue: Their investigation did not fix an error on your report

Full Complaint:
NewRez ( aka ShellPoint ) purchased my mortgage from XXXX in XX/XX/2019. In XX/XX/2019 and upon learning of the sale of the mortgage to NewRez, my CPA, XXXX XXXX, set up an auto payment over the telephone with ShellPoint. ( The exact nature of the relationship of these two entities is unknown. However, NewRez purchased the loan, but does not accept calls from borrowers. XXXX customer service accepts the calls and the payments. It is very confusing. ) On XX/XX/XXXX, we learned from the credit reporting agencies that the auto payments were not set up by ShellPoint and the XXXX and XXXX payments had not been made. We received no notifications from ShellPoint/NewRez that the payments were due and unpaid.

Payment for XXXX, XXXX and XXXX was made on XX/XX/XXXX. An auto payment was successfully set up over the phone with ShellPoint.

ShellPoint has reported that the XXXX mortgage payment was 60 days past due. While I dispute any past due because the auto payment was established and sufficient funds were in the account, the XXXX payment was paid XX/XX/XXXX accounting to ShellPoint and was not past due even by ShellPoints records.

I sent this information to the 3 credit reporting agencies. XXXX has already responded that ShellPoint ” verified ” the information in the report. However, this is impossible. I sent the payment history from ShellPoint showing the receipt of the XXXX payment on XX/XX/XXXX only 35 days after XX/XX/XXXX, a far cry from 60 days.

ShellPoint ‘s ” verification of the information and XXXX XXXX decision to continue to report the XXXX payment as 60 days late is a willful misrepresentation.

Company response:

Response Type: Closed with non-monetary relief

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: November 12, 2019

Company Official Name: Shellpoint Partners, LLC

State: FL

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Struggling to pay mortgage

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: November 12, 2019

Company Official Name: Shellpoint Partners, LLC

State: AZ

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Full Complaint:
I was notified by my current Mortgage Servicer XXXX that my service provider was changing to Shellpoint. I received the notice from XXXX, understood everything. Received a letter from Shellpoint with instructions on what to do and when. All seemed well until I went to register as directed@shellpointmtg.com. I entered my information and received an email from another company. One that was not disclosed at all in the instructions.That company was called NewRez. There is no mention of this company. I called Shellpoint to confirm this was an affiliate and they confirmed it was. I find it deceptive to not disclose who does what on this loan. So what does Shellpoint do and what does NewRez do. I found when I called in they offered my loan number and my name with out any security verification. I guess calling from my phone and giving the last 4 of my account was good enough? Is it not required for all whom are servicing my mortgage to disclose contact info and what it is that they do? Seems a bit unfair for the consumer to have to guess or hope they are related to the same mortgage service provider.

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: November 12, 2019

Company Official Name: Shellpoint Partners, LLC

State: DC

Product: Debt collection
Sub-Product: Mortgage debt

Issue: Attempts to collect debt not owed
Sub-Issue: Debt was paid

Complaint Tags: Servicemember

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law


Complaint Details:

Date of Complaint: November 12, 2019

Company Official Name: Shellpoint Partners, LLC

State: AZ

Product: Mortgage
Sub-Product: FHA mortgage

Issue: Trouble during payment process

Full Complaint:
XXXX XXXX XXXX XXXX financed a loan for my purchase Payment for XX/XX/XXXX due and paid and check cashed by XXXX XXXX XXXX Notice of assignment or Transfer of service dated XX/XX/XXXX for XX/XX/XXXX payment to be paid to : XXXX XXXX Payment due on XX/XX/XXXX mailed payment XX/XX/XXXX for XX/XX/XXXX payment, then payment cashed Received letter after I mailed payment that Notice of service transfer dated XX/XX/XXXX to NewRez all payments on or after XXXX XX/XX/XXXX go to NewRez I contacted NewRez that XXXX payment was cashed by XXXX XXXX I faxed and e mailed and regular mailed both bank copies of cashed Mortgage payments One for XXXX One for XXXX to : NewRez, Received statement I owe for XXXX from NewRez NewRes never replied and upon calling Shellpoint Mortgage Servicing the New Rez latest new department to talk to about my payment I still owe for XXXX and they received my documentations of payment but have 60 days to reply?

So my question is why did XXXX XXXX XXXX turn me over to XXXX when it was going bankrupt and further more why did XXXX take my mortgage when it knew it was going bankrupted and cash my check? and why doesn’t NewRez respond and acknowledge my payments to XXXX? Is’nt this bad customer service?
Why should I be tossed around three times within getting a new loan just assigned in XX/XX/XXXX? I am XXXX I just relocated to a new town and had a XXXX XXXX and this is stressful

Complaint Tags: Older American

Company response:

Response Type: Closed with explanation

Public Response:
Company believes the complaint is the result of a misunderstanding


FairShake accessed this complaint from the public archives of the Consumer Financial Protection Bureau (CFPB). You can file your own complaint with the CFPB here.

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