May 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: May 5, 2019

Company Official Name: Shellpoint Partners, LLC

State: TX

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Company response:

Response Type: Closed with explanation


Complaint Details:

Date of Complaint: May 6, 2019

Company Official Name: Shellpoint Partners, LLC

State: IL

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

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: May 6, 2019

Company Official Name: Shellpoint Partners, LLC

State: WA

Product: Mortgage
Sub-Product: Conventional home 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: May 4, 2019

Company Official Name: Shellpoint Partners, LLC

State: VA

Product: Mortgage
Sub-Product: Other type of mortgage

Issue: Trouble during payment process

Full Complaint:
Under the terms of my mortgage I was offered a recast which lowered my monthly payment substantially approximately {0.00}. I filled out the paperwork that clearly detailed what the monthly payment would go to principal and interest etc. I signed the document and agree to the terms which were clearly outlined after about two months ago a letter stating that my request was approved and instead of going from a monthly payment of XXXX to XXXX They came up with some other arbitrary number of XXXX. No work close to what I agreed to. I have made over 20 phone calls at the date this problem is not resolved. I have paperwork and letters showing the agreed-upon amount. They will not let me speak to anybody directly in the servicing department they are only responding via email. I question that my escrow is even correct or any payment has been corrected so I cant seem to even service the simple transaction properly

Company response:

Response Type: Closed with explanation

Public Response:
Company believes complaint represents an opportunity for improvement to better serve consumers


Complaint Details:

Date of Complaint: May 3, 2019

Company Official Name: Shellpoint Partners, LLC

State: CA

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Full Complaint:
Shellpoint Mortgage charged me {0.00} for an appraisal fee because I requested a loan modification. I understand that an appraisal is only REQUIRED when attempting sale. The investor can opt to have an appraisal done but it has no bearing on a loan modification and it should not be charged to me and I should not be responsible to pay for it. I was approved for the modification but declined it. I have requested this fee be removed from my account each month for the last 4 months. I have written several times to loan servicing. I have spoken to XXXX XXXX, Account Representative, who has lied to me each time by informing me that the fee was removed and will appear as a credit on the next statement. This fee remains on my statement and no credit has been applied to my account. See my current XX/XX/XXXX statement attached. I called Shellpoint again today, XX/XX/XXXX, XXXX XXXX PST and the representative that answered the phone researched my account and informed me that her supervisor said I need to request in writing to have this charged removed. I have already done that several times. This is the sub-standard, non-effective administration that I experience with this company on each and every issue, all the time, for the the entire time they have serviced my 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: May 6, 2019

Company Official Name: Shellpoint Partners, LLC

State: LA

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

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: May 6, 2019

Company Official Name: Shellpoint Partners, LLC

State: NY

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Closing on a mortgage

Full Complaint:
I RECEIVED AN EVELOPE LEFT ON THE LEDGE ADJACENT TO MY FRONT DOOR ON XX/XX/2019 WITH MYSELF AN MY WIFE ‘S NAME HAND PRINTED. THE ENVELOPE WAS STAMPED ‘CONFIDENTIAL ‘. THIS ENVELOPE CONTAINED A WELCOME PACKAGE FROM MY MORTGAGE SERVICING COMPANY, SHELLPOINT. IN THIS PACKAGE WAS INFORMATION RELATING TO MORTGAGE IE OUTSTAND BALANCE, ACCOUNT NUMBER ETC. THERE WAS NO IDENTIFICATION AS TO WHO LEFT THE ENVELOPE.

ON XX/XX/2019, I FOUND A SIMILIAR ENVELOPE TAPED TO MY FRONT DOOR AND AGAIN ON XX/XX/2019.

SUBSEQUENT ANALYSIS OF MY SURVEILLANCE RECORDINGS REVEALED A PERSON BY OUR FRONT DOOR, TAKING PHOTOGRAPHS WITH A SMART PHONE THEN LEAVING THE ENVELOPE. THE SAME ON ALL THREE OCCASIONS.

MY WIFE SAW HIM LEAVING OUR HOUSE ON XX/XX/2019 AND QUESTIONED WHY HE WAS AT THE HOUSE. HE CLOSED THE WINDOW TO HIS CAR AND HE DID NOT ANSWER.

ON XX/XX/2019. I CONTACTED SHELLPOINT TO MAKE A COMPLAI NT AS TO THEIR METHOD OF DELIVERY AND THE ACCESSABILITY OF MY PRIVATE INFORMATION TO DEVIOUS INDIVIDUALS WHO COULD TAKE THE INFORMATION TO THE COUNTY CLERK AND OWN MY HOUSE. THE DELIVERY PERSON ONLY RANG THE BELL THE FIRST TIME, THEREFORE WHY WAS HE DIVULGING PERSONAL INFORMATION ON MY DOOR STEP. ALTHOUGH IT IS A VIOLATION OF MY PRIVACY RIGHTS AND SHOULD BE ADDRESSED IT CAN LEAD TO ME LOSING MY HOUSE FROM SOME DEVIOUS METHODS.

ON XX/XX/2019 I AGAIN CONTATED SHELLPOINT AND WAS INFORMED THE DELIVERY WAS MADE BY XXXX XXXX XXXX XXXX. SHE DID NOT SPECIFY ANY ADDITIONAL INFORMATON.

THE REPESENTATIVE TO WHOM I WAS SPEAKNG STATED THAT THEY NORMALLY USE THE USPS FOR SUCH DELIVERIES AND THAT THEY WOULD INVESTIGATE THE MATTER. OVER THE NEXT FEW WEEKS I CONTACTED SHELLPOINT BUT NO INFORMATION AS TO THE METHOD OF DELIVERY WAS FORTHCOMING.

Complaint Tags: Older American

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: May 6, 2019

Company Official Name: Shellpoint Partners, LLC

State: PA

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Full Complaint:
Shellpoint Mortgage Servicing took over my mortgage from XXXX XXXX XXXX at the beginning of the year XXXX have had several banks service my mortgage although I never instigated it. Shellpoint insists that my mortgage has been 1 month late since XXXX. Although I have made every payment with only 2 late charges since XXXX they insist I am one month behind for the amount of {00.00}. The other banks never mentioned this. I received my loan history report [ enclosed ] and discovered where / when / why the problem started. I emailed Shellpoint a letter explaining everything in detail [ enclosed ]. I just received a letter from them explaining that they had made up there mind and will not open my complaint again. It is a very clear but Shellpoint refuses to admit their mistake. They call me every day on both my cell and home phone and they send me foreclosure letters.They want me to pay the amount and if they are found wrong they will give it back to me. Please read the attached emails .. I spent alot of time putting this together. Thank You

Complaint Tags: Older American

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: May 4, 2019

Company Official Name: Shellpoint Partners, LLC

State: CA

Product: Mortgage
Sub-Product: Other type of mortgage

Issue: Struggling to pay mortgage

Company response:

Response Type: Closed with explanation

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


Complaint Details:

Date of Complaint: May 4, 2019

Company Official Name: Shellpoint Partners, LLC

State: FL

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Company response:

Response Type: Closed with explanation

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


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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