NewRez Coronavirus Mortgage Forbearance Information

Servicer Contact Options

Phone: 888-673-5521

Website: newrez.com/covid-19
Online Portal: Request Forbearance

NOTE: You’ll notice in the comments below that some homeowners are getting conflicting from Shellpoint Mortgage Corporation, which is the servicer for many NewRez loans.

Please scroll down to see comments, and if your servicer is Shellpoint, here is a link to their published guidelines, which seems to be different from what customer service is telling homeowners inquiring about forbearance options.


NOTE: You’ll notice in the comments that several people are getting conflicting from Shellpoint Mortgage Corporation, which is the servicer for many NewRez loans.

Please scroll down to see comments, and if your servicer is Shellpoint, here is a link to their published guidelines, which seems to be different from what customer service is telling homeowners inquiring about forbearance options.


From Servicer Website

COVID-19 (Coronavirus) Payment Forbearance Option

Understanding your available options for assistance is an important step in managing hardships and we are committed to helping you understand your options to provide best in class service during these uncertain times.

Having Trouble Making Your Mortgage Payment?

You may qualify for a forbearance plan if you are experiencing any of the following:

  • Significant loss of income due to COVID-19
  • Missing work due to COVID-19
  • Caring for a family member who has been affected by COVID-19

How Does a Forbearance Work?

If you qualify for a forbearance plan, you may be able to temporarily put a pause on your monthly mortgage payments. During this “forbearance period” you are not required to make your monthly mortgage payments, you will not be assessed any late charges, and negative credit reporting on your loan will be suspended. This means you will not be marked “late” for any suspended payments. Prior to the end of the forbearance period, you will need to contact us again to discuss a permanent payment option and solution.

What Happens at the End of the Forbearance?

Your mortgage may be subject to additional investor or loan type requirements and guidelines. Additional options to assist you after the forbearance period may include:

  • Reinstatement: If possible, the simplest option is to pay back the amount owed as a lump sum.
  • Repayment plan: Over a set number of months, an extra amount will be added to your regular mortgage payment to cover the amount you owe from the forbearance.
  • Loan Modification: Permanently change the terms of your mortgage to bring your account current.
  • Deferment: Defers payments to the end of your loan.

In order to avoid any negative credit impact, your account must be brought current following your forbearance plan using either a loan modification, repayment plan, or other option(s) approved by investor, state and federal guidelines.

Important to Note:

  • Continue making mortgage payments until you have been approved for a forbearance
  • Forbearance requires payments to be repaid after the period has expired
  • You may make a payment to your loan at any time during the active forbearance period, which will lower the total amount due at the end of the plan

How Do I Apply for a Forbearance?

If you would like to be placed on a forbearance plan, please login to our Homeowner portal by following these steps below:

  1. Go to myloan.newrez.com
  2. Sign in with your Username and Password
  3. Click the Online Services tab
  4. Choose Homeowner Assistance Solutions
  5. Select the Options for Temporary Hardships box

We’ll work closely with you to find options that meet your unique needs.

Haven’t Set Up Your Online Account Yet? 

Go to our website and click on the Sign In screen.  Then click Register new account. Enter the Username and Password of your choice. Then click Register and follow the on-screen instructions.

If you have forbearance questions and would like to speak to a certified housing counselor, please call the Hope Hotline at 995Hope.org

CLICK HERE for 995Hope.org

Please ask questions or report your experience with this servicer below. Your feedback will help other homeowners navigate homeownership preservation options. REMEMBER: Ask for everything in writing to protect yourself against surprises.

10 Comments

  1. Robert Massopust on April 13, 2020 at 2:33 am

    NewRez allowed us to do a forbearance and they state on their website that it does not affect our credit score.
    Shellpoint is the service and they emphatically state it will
    “The terms of your mortgage remain unchanged. As a result of not making any payments during the term of Forbearance Plan, you will become delinquint on your mortgage and your credit score may be impacted.*

    This is an FHA loan.

    • Forbearance Report on April 13, 2020 at 3:53 pm

      Hi Robert, thank you for your feedback! You may have talked to someone that doesn’t understand how this all works. I am posting Shellpoint Mortgage Servicing on the site, and I found this:

      “If you qualify for a forbearance plan, you may be able to temporarily put a pause on your monthly mortgage payments. During this “forbearance period” you are not required to make your monthly mortgage payments, you will not be assessed any late charges, and negative credit reporting on your loan will be suspended. This means you will not be marked “late” for any suspended payments.

      Prior to the end of the forbearance period, you will need to contact us again to discuss a permanent payment option and solution.”

      There is also a lot of confusion around credit reporting. Under the terms of most COVID-19 forbearances (as dictated by The CARES Act), the “late payments” are not being reported to your credit report. Your mortgage will be reported as in forbearance, and no payments due. I have heard from others in the mortgage business that this IS impacting credit scores.

      You can see Shellpoint’s complete COVID-19 Coronavirus policy here

    • Karen on April 13, 2020 at 10:04 pm

      I received notification from Shellpoint on my New Rez mortgage. We were approved for a 3 month forbearance. It clearly states in their letter to me that it will put us in default and effect or credit. I called them today and the person I spoke to states they would re asses the situation and probably be able to work out a payment plan. I said no thank you and that it was horrible what they were doing. This just opened people up to the possibility of foreclosures. It is criminal

      • Forbearance Report on April 13, 2020 at 10:11 pm

        Hi Karen, thank you so much for your input here. First and foremost, ONLY take forbearance if you need to. If you can pay, everyone should continue to pay.

        I’m afraid we’ll see a lot of this kind of thing while lenders are scrambling to help as many people as they can right now. Shellpoint clearly states on their website that they are following CARES Act guidance and not reporting the late payments. I am seeing servicers reporting “Loan in Forbearance – Payments Deferred” on the credit report, and this IS making credit scores go down.

        Again, thank you for your input. If you are ok with it, could you email me that letter from Shellpoint? I will remove any personal inforation. My email is scott@findmywayhome.com.

        Also, here is a link to Shellpoint’s COVID-19 guidance – it seems to be different from what they gave you in the letter.

  2. Valencia A. Hightower on July 6, 2020 at 11:27 pm

    I have left several voicemails for a Mark Oldenburg, requesting the next step. I am no longer employed. A forbearance was granted effective May. I was told to call NewRez on July 1 to request a deferment. I’m not having success getting a response. Please advise

    • Forbearance Report on July 6, 2020 at 11:35 pm

      Hi Valencia, have you determined if your loan is Federally backed? If it is, your options are pretty well defined. If you were told to call on July 1st to request a deferment, it sounds like they may just be very busy with other homeowners coming out of forbearance.

      Step 1 – Determine if your loan is Federally backed (there are lookup tools for Fannie Mae and Freddie Mac on the top of this page).
      Step 2 – Claim your free, secure, digital financial locker to monitor your credit and connect your bank accounts.
      Step 3 – Be patient. If your servicer is overwhelmed, monitor your credit closely until you reach them. It is unlikely that anything will happen on your account without them contacting you first.

      I can tell you that we get very little negative feedback about your servicer. There are others that clearly are not taking care of consumers, this doesn’t seem to be the case here.

  3. Tracy L Bradley on July 15, 2020 at 11:23 pm

    Why can’t I seem to get on the website?
    I’m trying to submit a request for the forbearance plan and the website seems to be on a loop
    Please help

    • Forbearance Report on July 15, 2020 at 11:47 pm

      Tracy, I just confirmed that their website is up now. Were you able to log in?

  4. Marcie Camacho on September 4, 2020 at 7:01 am

    My loan was just service transferred to NewRez . I want to apply for the forbearance due to reduced income. My loan is federally backed by Fannie Mae. Will the missed payments be eligible for a deferment once my financial situation improves?

    • Forbearance Report on September 4, 2020 at 4:55 pm

      Hi Marcie, if your loan is Federally backed by Fannie Mae, Freddie Mac, FHA, VA or USDA, loan deferment is one of your reinstatement options. Your servicer is not allowed to require you to pay the balance in one lump sum if your mortgage is federally backed. The feedback we are hearing is that deferment may not be the first option they offer you. You should probably ask them up front what your options are.

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