June 2020 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 2020, the CFPB received 2020 complaints against Shellpoint Mortgage. Shellpoint Mortgage ranked Number 19 among all financial companies for the most complaints.


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Complaint Details:

Date of Complaint: June 2, 2020

Company Official Name: Shellpoint Partners, LLC

State: NY

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Applying for a mortgage or refinancing an existing mortgage

Full Complaint:
Hello, I am currently trying to refinance my mortgage that is currently held by XXXX XXXX and being serviced by SHELLPOINT MORTGAGE SERVICING.

My new lender ( XXXX ) requested collateral documentation from Shellpoint and XXXX XXXX to begin the refinancing over three months ago in late XXXX. XXXX XXXX and SHellpoint have refused to provide collateral and transfer documentation and has been unresponsive to XXXX ‘s requests. They continue to drag their feet and have made no effort to process the refinancing despite repeated requests.Please help! It should be illegal to refuse such information and I feel as if I have no ability to move this along.

Company response:

Response Type: Closed with explanation

Public Response:
Company believes complaint caused principally by actions of third party outside the control or direction of the company


Complaint Details:

Date of Complaint: June 1, 2020

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: June 2, 2020

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


Complaint Details:

Date of Complaint: June 1, 2020

Company Official Name: Shellpoint Partners, LLC

State: FL

Product: Debt collection
Sub-Product: Mortgage debt

Issue: False statements or representation
Sub-Issue: Attempted to collect wrong amount

Full Complaint:
Since the beginning of 2020 Shellpoint Mortgage Servicing has been charging me with hazard and flood insurance for the property that already is protected under a blanket policy. I have sent them, and they also told me that they have received the proper paperwork stating that the property is fully insured, yet they continue to charge me extra fees. Because I am automatic billing through my bank, ( I have been paying every month on time ), each month they have been tacking on LATE FEES and now my account is in delinquency. ALSO … i have recently checked my credit score, and it has negatively affected it. Recently dropped from XXXX to XXXX directly related to this incident. I have spent at least a total of 20 hours either on hold with different departments and/or different supervisors. Even there own employees admitted that the wait time is excessive to get a customer service representative was unacceptable.
All of this has been going on since the beginning of the year, but most recently i have calling them at least 2 times per week for the past 4 weeks with no resolution. My CREDIT SCORE has been adversely affected, and this MUST STOP NOW!!

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: June 1, 2020

Company Official Name: Shellpoint Partners, LLC

State: PA

Product: Mortgage
Sub-Product: FHA mortgage

Issue: Trouble during payment process

Full Complaint:
Shellpoint mortgage is corrupt and deceptive. I have had nothing but horrible experiences for years. I called in on XX/XX/2020 to make an additional principal payment because they dont allow it on the website ( obviously a tactic to get people to pay more interest ) so I WAS on bi-weekly payments to try to pay less interest but that doesnt even work because all they do is HOLD your payment until the end of the month so you end up paying full interest anyway!! They have very deceptive practices!! So … on XX/XX/XXXX, I could not make an extra principal payment online so I had to call in to get REMOVED from automatic payments. I was then able to make my {000.00} extra principal payment but now they put me back on auto pay/ bi weekly payments WITHOUT MY AUTHORIZATION. I send emails through the website and they NEVER NEVER NEVER answer their emails. I have always had to call to get any answers and every agent is absolutely clueless! I am left with no other alternative but to send a formal complaint to get this company to do anything.

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: June 1, 2020

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: June 2, 2020

Company Official Name: Shellpoint Partners, LLC

State: RI

Product: Mortgage
Sub-Product: Other type of 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: June 1, 2020

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

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


Complaint Details:

Date of Complaint: June 2, 2020

Company Official Name: Shellpoint Partners, LLC

State: GA

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Complaint Tags: Older American, 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: June 1, 2020

Company Official Name: Shellpoint Partners, LLC

State: LA

Product: Mortgage
Sub-Product: Conventional home mortgage

Issue: Struggling to pay mortgage

Complaint Tags: Older American

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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