This article is provided for educational and informational purposes only. It does not constitute legal, financial, or tax advice, and no attorney-client relationship is formed by reading it. Laws, regulations, official guidance, and related information vary by jurisdiction, change frequently, and may have changed or become outdated since the publication date. Always verify current information with authoritative sources and consult a qualified professional about your specific circumstances. The author and publisher assume no liability for actions taken based on this information.
Key Facts
- Company identity: Shellpoint Mortgage Servicing is a business name used by Newrez LLC for mortgage servicing.
- Federal level: A written notice of error must identify the borrower, provide information that identifies the mortgage account, and describe the suspected servicing error.
- Federal level: When a servicer designates a special address for notices of error or information requests, a borrower generally must use that address to receive the applicable federal procedures.
- Federal level: Sending a timely payment to the old servicer during the first 60 days after a servicing transfer generally cannot be treated as late.
Shellpoint Mortgage Servicing collects and processes mortgage payments, maintains account records, and handles other servicing functions. Its official disclosures identify the business as Newrez LLC doing business as Shellpoint Mortgage Servicing.
Start with the notice and account information
A mortgage servicing transfer does not itself change the loan’s underlying terms. Federal Regulation X generally requires notices when servicing moves between companies, subject to stated exceptions.
Shellpoint says a newly transferred borrower receives a welcome email and a packet by mail within 10 days after the transfer date, along with a new loan number. Compare that information with the transfer notice and confirm the payment destination through an official statement or the servicer’s website before sending money.
During the 60-day period beginning on the effective transfer date, a timely payment mistakenly sent to the former servicer may not be treated as late. The former servicer must promptly forward or return a misdirected payment as the regulation specifies.
Use the correct address for a written servicing dispute
A phone call can help with a routine question, but a written notice can trigger specific federal error-resolution procedures. Shellpoint’s current contact page lists its customer care number as 800-365-7107 and designates P.O. Box 10826, Greenville, South Carolina 29603-0826 for a notice of error or request for information.
Regulation X says a notice of error must include the borrower’s name, information sufficient to identify the mortgage account, and the error the borrower believes occurred. A notice written on a payment coupon does not have to be treated as a notice of error.
The servicer generally must acknowledge a qualifying notice within five days, excluding Saturdays, Sundays, and legal public holidays. Response timing varies by the type of error, and the regulation contains exceptions and shorter deadlines for some matters.
Keep a clean record of the issue
Save monthly statements, payment confirmations, escrow documents, transfer notices, and every letter sent or received. Use copies rather than original documents, note delivery tracking, and keep a simple timeline of calls and written responses.
If the problem concerns credit reporting, the Fair Credit Reporting Act explainer provides related background. Regulation X separately restricts adverse credit reporting for 60 days concerning a payment that is the subject of a notice of error.
Ask early about mortgage assistance
Shellpoint publishes a Borrower Assistance Form among its servicing forms. Federal loss-mitigation procedure depends on timing and completeness; a servicer generally must acknowledge a loss-mitigation application within five days and state whether it is complete or identify missing information.
If a complete application arrives more than 37 days before a foreclosure sale, Regulation X generally requires evaluation within 30 days for the options available through the loan’s owner or assignee. The regulation does not require a servicer to offer any particular option.
Foreclosure procedure also depends on state law and case-specific timing. The general foreclosure overview can help organize the terminology, but an urgent notice or scheduled sale may require prompt help from a housing counselor or qualified attorney.
Escalating an unresolved problem
If a servicer does not address a qualifying written notice, the Consumer Financial Protection Bureau accepts mortgage complaints. A complaint should include a concise chronology and copies of the most relevant records, while omitting unnecessary sensitive information.
State regulators and complaint routes vary. Shellpoint’s legal-disclosure page lists state-specific licensing and complaint information, so the relevant section should be checked for the property or borrower location.
Sources
- Shellpoint mortgage-servicing overview
- Shellpoint contact and written-request addresses
- Shellpoint legal and state licensing disclosures
- Shellpoint information for newly transferred borrowers
- Shellpoint mortgage-servicing forms
- Regulation X error-resolution procedures
- Regulation X mortgage-servicing transfer rules
- Regulation X loss-mitigation procedures
- CFPB guide to mortgage error notices and information requests
