Shellpoint Mortgage Servicing Coronavirus Forbearance Information

Servicer Contact Options

Phone: 800-365-7107

Online Portal: Apply for Forbearance
Website: | COVID-19 Payment Forbearance Option

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.


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


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.


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.


  • 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


If you would like to be placed on a forbearance plan, please log in to our Homeowner portal at and complete the steps below:

  1. Go to
  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.

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


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.


  1. Rosalina L. on April 21, 2020 at 6:33 am

    I am been approved for forbearance plan but I will to cancel as I will sent payment for April today 4/20/20 and I will continue to make my monthly payments.

    Please let me know steps to cancel my forbearance plan.

    • Forbearance Report on April 21, 2020 at 3:56 pm

      Hi Rosalina, go to and try to reach someone in the customer service department. Servicers are absolutely inundated right now and most require you to send an email or submit a help ticket.

      Try to make your payment – if they take it, you should be in good shape until you reach someone at Shellpoint to officially remove the forbearance and update your credit report.

      If Shellpoint will not take your payment, just hang on to until you reach someone. Your mortgage is not being reported late, at least it shouldn’t be.

      Hope this helps? Stay safe out there!

  2. Darrin Shaw on April 23, 2020 at 10:11 am

    My wife filled out the form for more information and she received an email “ you are now approved for forbearance! I called today to cancel it, and I did, however they are still going to report it to the credit company’s and our scores will drop 100 points and we will not be able to buy a new home for 2 years according to our loan officer we are currently with. I need to make sure they do not report us to the credit agencies that we were in forbearance OR even make a note that we were approved and asked for forbearance. Just the fact they could make a note on our loan will drop our scores and prevent us from buying our new home.

    • Forbearance Report on April 23, 2020 at 2:50 pm

      Darrin, we are hearing a lot of this kind of thing where folks are finding themselves in forbearance without purposely choosing to do so. I do not agree with what your loan officer is telling you, but that being said, we do not know how this is going to turn out.

      If your loan goes into forbearance, we have seen it reported to the credit bureaus that the loan is in forbearance and that can impact your credit score. The most I’ve seen is 30 points, and it’s very temporary.

      We did an interview on Tuesday with a friend of ours that owns a credit restoration company. He explained that the score drops temporarily because you are removing a positive credit line from the scoring model while it’s in forbearance, not because that reporting is a “negative” item on your credit report. Your scores should bounce back if you get the forbearance removed.

      We have also heard reports of lenders saying they will impose a 12 month waiting period for anyone that went into forbearance. If you’re able to make your payments, make your payments.

      Hope this helps?

    • Aaron Nelson on July 9, 2020 at 5:59 am

      This happened to me as well. I called to find out options about Shellpoint’s mortgage forbearance and I was told to fill out the forbearance form to see my options. After I filled it out, I decided it was not a good option for me. Several weeks later I received a letter stating I was accepted into the forbearance plan. I did not want this plan, I just wanted to know my options. This normally wouldn’t be a problem, but now I’m refinancing and I’ve had to pay to extend my rate lock since the new lender is taking a long, close look at why I was in forbearance. My credit report does not state specifically that I was in forbearance, just that I was “affected by natural/declared disaster”. Apparently, this statement is added to a credit report to protect my standing, but lenders see this and since the “disaster” began in March, then it’s assumed it must be COVID-19. It’s cost me over $2500 in lock fee extensions in order to give the new lender enough time to determine my eligibility. Can I ask Shellpoint to repay this cost since I never asked to be placed in a forbearance plan?

  3. Darrin Shaw on April 23, 2020 at 10:13 am

    Also she filled out the form Thursday of last week and I canceled the following Wednesday. So less then one week and we have never been late.

    • Forbearance Report on April 23, 2020 at 2:52 pm

      You are not “technically” late until 30 after the due date. So, if your payment is due on April 1st, it would not report “late” until after May 1st. If you are afraid that you will be unable to make your mortgage payment and discuss your options. Lenders are not supposed to report any late fees unless you skip your payment without asking for help.

  4. Etsy on May 1, 2020 at 7:14 pm

    I applied and they are requesting bank statements, paystubs, budgets, etc. Has anyone else had to do this?

    • Logan Davis on June 10, 2020 at 11:59 pm

      My understanding is that this depends on if your loan is federally backed or not. You can go to Fannie Mae/Freddie Mac site to search by address to see.

    • Forbearance Report on June 11, 2020 at 1:03 am

      I apologize for the late response, I don’t know how I missed this. Logan is correct that if your mortgage is federally backed (Fannie, Freddie, FHA, VA, USDA) then you’re covered under the CARES Act, and the servicer is not allowed to ask you for documentation to prove a COVID-19 related hardship.

      And to answer your question, yes, we’ve seen several other homeowners asked for documentation for forbearance, and for reinstatement after the forbearance period.

  5. Joseph W Bartell on June 20, 2020 at 1:29 pm

    Do you know is Shellpoint mortgages are backed by Freddie MAc, Fannie may or FHA?
    Is it possible to refinance a mortgage with Shellpoint?

    • Forbearance Report on June 20, 2020 at 4:34 pm

      Joseph, you can use the lookup tools below to determine if your mortgage is backed by Fannie or Freddie.

      Is my loan backed by Fannie Mae
      Is my loan backed by Freddie Mac

      Have you tried to contact Shellpoint yet? The reports we are getting are mixed. It does not appear that others are having any challenges being granted forbearance.

      As far as refinancing, you can always refinance your mortgage regardless of who the servicer is. Your options to refinance will depend on whether or not you missed payments in the past, and what kind of loan you’re using to refinance the old loan.

      If you would like to explore these options further, feel free to email me directly

      I hope this helps?

  6. Rachel on June 26, 2020 at 8:16 pm

    I am coming to the end of my forbearance. I know the possible options are “pay it all now,” “arrange a payment plan,” or “add these payments to the end of the loan.” I’ve tried contacting my lender to ask about these options but am not getting a response. I’m worried they will require me to pay it all now. Is that a possibility? Can they require that, or do I, as the borrower, get to choose which option works best for me?

    • Forbearance Report on June 26, 2020 at 9:30 pm

      Hi Rachel, the lender is going to try to get paid upfront, or paid over a short period of time. If you are unable to do either of those (based on your income and reserves), a deferment may be offered to you.

      If your mortgage is Federally backed, at some point you will most likely be offered a payment deferment option that puts the skipped payments on the end of the loan to be paid off when you sell or refinance in the future.

      You do not necessarily get to choose your option, the servicer will likely run down the list of options until you are able to make one of them work.

  7. Diana on July 16, 2020 at 6:55 pm

    I am trying to communicate with someone and nobody answers what happens to all the numbers that I dial are not working.

  8. OSCAR GARCIA on July 21, 2020 at 9:03 pm

    I just spoke to NewRez and they stated a federally backed loan does not have the option of payment deferment to end of loan after a forbearance. is this true?

    • Forbearance Report on July 21, 2020 at 9:10 pm

      Hi Oscar, any federally backed loan should have some kind of deferment as an option. Fannie Mae and Freddie Mac conventional loans have the COVID-19 Deferment program. FHA’s version is called a Partial Claim. I know it’s not convenient, but maybe speaking to a different customer service person will get you a different answer? What kind of federally backed loan do you have? You can also call the 995HOPE line on this page to speak to a housing counselor that may be able to help as well.

  9. Andy on July 28, 2020 at 7:09 am

    I’m currently on forebarance plan with Shellpoint. I wanted to know at the end of the plan will I be able to do Loan Modification to lower my interest rate because I have 5% now and I can’t refinance due to job loss cause Covid 19.

    • Forbearance Report on July 30, 2020 at 4:42 pm

      Andy, Shellpoint should have given you your reinstatement options at the time you were granted forbearance.

      You will be offered what is called a “workout waterfall” – which is a fancy way to say you will be offered a series of options for bringing your account back into good standing.

      The “waterfall” aspect means that if one doesn’t work, you move down to the next one. Expect that they will ask if you have the ability to pay all of the skipped payments back in one lump sum.

      The next option should be a repayment plan where your payments actually increase over the next 6 to 12 months until the past due amount is paid.

      Loan modification options will typically be offered after this. 5% is pretty high for today’s market, keep in mind that if you do go into a repayment plan, you are eligible for Conventional (Fannie Mae or Freddie Mac) financing after you’ve made 3 on-time payments.

      This waterfall is much more defined if your mortgage is Federally backed and covered under the CARES Act. If your loan is not covered under the CARES Act, these options will be dictated by your servicer.

  10. Juan on July 30, 2020 at 12:02 am

    I wanted to get forbearance for 180 days as it states on the cares act however, shellpoint only wants to give me 90 days with a possible extension of another 90 days by law I’m allowed to take 180 days but they are not following what the cares act state. Any advice on how I can get the 180 days at front with a possible extension of another 180 days?

    • Forbearance Report on July 30, 2020 at 4:36 pm

      Hi Juan, here is the exact wording in the CARES Act. The wording is subtle, but it states “up to 180 days”.

      (2) DURATION OF FORBEARANCE.—Upon a request by a borrower for forbearance under paragraph (1), such forbearance
      shall be granted for up to 180 days, and shall be extended
      for an additional period of up to 180 days at the request
      of the borrower, provided that, at the borrower’s request, either
      the initial or extended period of forbearance may be shortened.

  11. Bambi on August 21, 2020 at 12:28 am

    Has anyone been turned down for a forbearance or loan modification by Shellpoint? I started the initial request over a month ago. Today I was requested to provide a letter, bank statement and information related to any deposit over $1,000.00. I have provided the requested information but, during my initial call it sounded almost like I would have immediate approval.

    Thank you in advance

    • Tasha on August 27, 2020 at 3:19 pm

      Hi I was wondering that myself ?

    • Bambi on August 31, 2020 at 4:19 pm

      Can anyone help me with a situation where I may be denied forbearance? I have been getting the run around for over a month. Today the rep informed me that a manager will need to call me to discuss my account. It sounds like the forbearance may be denied since this is a relatively new loan and sold to Shellpoint in July. The rep said that my account may not qualify.

      Thank you in advance!

  12. LA on August 29, 2020 at 2:16 am

    Ot took my son 3 min online with loan servicer penny Mac for him to get his forbearance-I am not exoerienxing the same thing with shell point -we both have federally backed loans. Shell point is telling me have to contact a certain person and the online questionnaire for forbearance has a box saying we may have to pay for an appraisal if they need it. Have been told I will be called back later to go over possibly getting forbearance. Again my sons was instant.


  13. Nora on September 27, 2020 at 5:15 am

    I am a Shellpoint customer and have received the forbearance, no problem. Now that time is ending, will I need to provide any documents to choose the loan deferment so all of my missed payments are put to the end of the loan? Thanks in advance for your assistance.

    • Forbearance Report on September 30, 2020 at 4:58 pm

      Nora, each servicer is treating this differently depending on whether your loan is federally backed, and how backed up the servicer is trying to help their customers through these challenging times. While the servicer is supposed to be proactive and reach out to you to discuss your options, many don’t seem to be doing so.

      Keep following up with them and when you do get them on the phone, make sure you get everything in writing.

  14. Ming on October 19, 2020 at 5:16 am

    Hi, I just noticed on my credit report where two of them agency had a late payment. But not for Experian. I too was approved for forebearance. I paid everything in full on the third month. But I still see the late payment on two of the credit agency. Has anyone had kick on getting them removed? My credit went down 100 for the two agency, not Experian is fine. Please help.

    • Forbearance Report on October 19, 2020 at 5:52 pm

      Hi Ming, it sounds like the other two bureaus incorrectly reported your mortgage status. You should be able to go to those bureaus and dispute that reporting. You may have to document that you were in a Forbearance program, and I would also let them know that Experian reported it accurately.

      If your mortgage is covered under the CARES Act, no late payments can be reported while in a COVID-19 forbearance.

      This should be easily fixed.

    • Jennifer M. Pugh on August 17, 2021 at 3:51 pm

      My name is Jennifer M Pugh if you have a home that has been vacant over twenty five years and is interested in selling the home, renting the home, or is an rent to own home? Please contact me at, 3474433607, mailing address 293 County Club, Pomona, Rockland County, New York 10970-2524.

  15. Robert M on March 17, 2021 at 7:05 pm

    I am in forbearance with SP and wanted to see about doing a modification vs extension
    Any input appreciated

  16. Karen Regina Jones on May 21, 2021 at 7:40 pm

    want to see what monthly payments will look like if I choose the repayment plan

  17. Pamela Y Webb on November 6, 2021 at 3:55 pm

    Need help, I am getting the run around from Shellpoint, I asked for a deferment after my forbearance and they said it was not available that I had to do a loan modification and if approved my payments would go up. I have been working with a loan specialist for over a month but they continue to send me letters stating that they can’t get in touch with me or that I need to submit documents that have already been submitted. I feel as if they are trying to take my house. Where can I get assistance?

  18. M.C. on January 4, 2022 at 9:20 am

    Should I continue paying my taxes while on the COVID-19 forbearance?

  19. M.C. on January 4, 2022 at 9:21 am

    What happens to the year-end taxes? Should I continue paying my taxes while on forbearance?

  20. E Gilbert on February 24, 2022 at 4:03 pm

    Hi – we were in a forbearance for May June July 2020 and then entered into a repayment plan. It took our monthly from 4800 to 6800 a month. They still – at the end of June 2021 (when the cares act expired) dinged us as 30 days late from 2020 and then 60 days late. Can they do this? We were in a repayment plan that had been approved after our forbearance. We then immediately paid it all in full even though the pan went until Feb 2022. We have tried multiple times to get them to remove those 30 and 60 day lates and they refuse. Is this legal?

    • Forbearance Report on February 24, 2022 at 4:14 pm

      Under the CARES Act, the servicer is not allowed to report late payments while you are in forbearance. It’s difficult to know exactly what the timing is in your situation, and it’s a little concerning that they cannot give you an explanation for reporting the late payments. If you have to get an attorney involved, you’re going to need paperwork. I would ask the servicer for a payment history (they can provide this from their system) as well as when your forbearance began, and when it ended in writing. As long as the “skipped” payment fell between the forbearance date and the modification date, you will eventually win a fight to have those late payments removed. Unfortunately, it may require legal pressure to move your issue to the front of the line. The biggest challenge that servicers are having right now is that they didn’t have the systems or resources to handle the number of forbearances that happened over a very short period of time. I don’t think anyone is purposely trying to do the wrong thing, but their incompetence is impacting innocent people. I hope this helps?

      • Stephanie Broady on March 18, 2022 at 4:39 pm

        I had a similar situation as E Gilbert. My HELOC was in forbearance and then prior to the expiration of forbearance I entered into a repayment plan. In June 2021 Shellpoint started reporting this loan as late despite my making timely payments under the repayment plan. They have said that it is because the protections of the cares act expired. I don’t think this is correct because the state of emergency is ongoing and the FCRA amendment seems to cover me but Shellpoint won’t budge. Despite numerous attempts to get them to remove the negative reporting.This situation is ruining my credit. Any suggestions?

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