Shellpoint payment complaints make up 61.9% of its mortgage record

Payment-process problems account for 61.9% of Shellpoint’s CFPB mortgage complaints. Shellpoint is Newrez’s borrower-facing servicing brand. Its customer service number is 800-365-7107. Mail payments to the address on your current statement.

Photo of Ross Kilburn
By Ross Kilburn · October 2026 edition
Sources and method

Next edition expected January 2027

Data from

Shellpoint phone number, hours and mailing addresses

These are the phone numbers and addresses Shellpoint and Newrez list on their own websites. American Default is independent of Shellpoint, Newrez and the government.

Shellpoint customer care, including help if you're behind

1-800-365-7107

This number is on every Shellpoint page. Shellpoint's loss mitigation team, the people who help if you're behind, answers this same line.

Listed on shellpointmtg.com · checked Oct 23, 2026

Newrez's servicing line, for a statement that says Newrez

1-866-317-2347

Call this number if your statement says Newrez instead of Shellpoint. Newrez lists the same hours.

Listed on newrez.com · checked Oct 23, 2026

Notice of error or information request (the address that starts the federal deadlines)

Shellpoint Mortgage Servicing
P.O. Box 10826
Greenville, SC 29603-0826

Shellpoint names this box for notices of error (letters telling the company it made a mistake) and requests for information.

Listed on shellpointmtg.com · checked Oct 23, 2026

Payments by mail, as the contact page lists it
Shellpoint Mortgage Servicing, P.O. Box 650840, Dallas, TX 75265-0840 the box Shellpoint's contact page gives for payments by mail Listed on shellpointmtg.com · checked Oct 23, 2026
Payments by mail, as the company's FAQ lists it for new transfers
Shellpoint, P.O. Box 60535, City of Industry, CA 91716-0535 the box Shellpoint's FAQ gives for new transfers and for payments of fees by mail Listed on shellpointmtg.com · checked Oct 23, 2026
Overnight payments
Shellpoint Mortgage Servicing, Attn: Payment Processing, 75 Beattie Place, Suite LL202, Greenville, SC 29601 for overnight delivery of a payment Listed on shellpointmtg.com · checked Oct 23, 2026
Shellpoint's toll-free fax
1-866-467-1137 Shellpoint's toll-free fax Listed on shellpointmtg.com · checked Oct 23, 2026

Shellpoint's contact page and its FAQ give different PO boxes for payments by mail, so the address printed on your own statement or coupon is the one to use.

On the pages we read, we found no separate Spanish line, TTY line, loss mitigation number, complaint office or escalation office. The number 888-673-5521 at the top of newrez.com is Newrez's main and sales line, not a servicing line (Newrez contact page).

To sign in, pay or get a payoff quote, use shellpointmtg.com. Payoff quotes are under Payments, then Request Payoff, after you sign in. If your statement says Newrez, sign in at newrez.com.

Scammers pose as mortgage companies. Shellpoint's own warning says to check any call, email or text against the number on your statement or on Shellpoint's website. The warning names requests for gift cards, wire transfers or QR codes as major warning signs (Shellpoint scam warning).

Is Shellpoint the same as Newrez?

Yes. Shellpoint Mortgage Servicing is a trade name of Newrez LLC, the licensed company with the national license number NMLS 3013. Shellpoint's legal disclosures open with the company's full name: “Newrez LLC dba Shellpoint Mortgage Servicing.” “Dba” means “doing business as.”

Rithm Capital, a publicly traded company based in New York, owns Newrez. Rithm, which used to be called New Residential, bought the Shellpoint group on July 3, 2018, for about $212 million (Rithm 8-K).

So which number do you call? Look at your statement. If it says Shellpoint, call 800-365-7107. If it says Newrez, call 866-317-2347 (Newrez phone page). Both lines keep the same hours, and both brands use the same PO Box 10826 for written requests.

If you search the CFPB's complaint database yourself, look for “Shellpoint Partners, LLC.” The CFPB files complaints about this company under that name. We found none filed under a Newrez name.

Why loans move to Shellpoint →

Why was my mortgage moved to Shellpoint?

A loan moves to Shellpoint when whoever owns the loan, or owns the right to service it, sells that right or hires Shellpoint. Your mortgage servicer is the company that collects your payments, and your servicer can differ from the bank that made your loan (CFPB on servicers). The CFPB says servicing transfers are common (CFPB on servicing transfers).

Newrez also took over whole servicers. Loans from Specialized Loan Servicing (SLS) moved onto Shellpoint's systems on May 1, 2024 (Shellpoint's SLS page). On June 1, 2024, Gregory Funding handed Newrez the servicing of loans owned by Rithm Property Trust, a separate company that Rithm manages (Rithm Property Trust 10-K). Newrez says a transfer leaves your interest rate and other loan terms unchanged (Newrez transfer page).

Complaints about Shellpoint doubled in 2024: the CFPB received 1,241 in 2023 and 2,714 in 2024. The rise started in January 2024, four months before the SLS loans moved. The CFPB received 118 complaints in December 2023, 170 in January 2024 and 284 in July 2024.

Another change is planned. Newrez says it will begin moving its servicing onto a new software system, ValonOS, in 2027 (Newrez announcement).

Complaints about Shellpoint doubled in 2024 and rose again in 2025

Mortgage complaints about Shellpoint the CFPB received each year, 2014 to October 19, 2026; 2026 is a partial year. 2012 and 2013 had 4 and 7.

01,0002,0003,0004,000 ’14 ’16 ’18 ’20 ’22 ’24 ’26
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, mortgage complaints received 2014–2026 American Default Research · americandefault.org/servicers/shellpoint-partners/

The record on late answers →

Does Shellpoint answer complaints on time?

Almost always on time, until spring 2026. A CFPB late mark records response timing. The CFPB asks companies to send a first response within 15 calendar days (CFPB company guide). In all of 2025, the CFPB marked just 9 Shellpoint complaints late. Then the late marks jumped. In June 2026, 185 of the 348 complaints received that month were marked late, more than half.

Set whole quarters a year apart and the change is plain. From July through September 2026, the CFPB marked 295 of 1,091 Shellpoint complaints late. In the same three months of 2025, it marked 1 of 857. You can run the 2026 count yourself in the CFPB's database (Shellpoint complaints marked late, July to September 2026). The July-to-September count can still rise: some of those complaints were still open at the end of the data, and none of the open ones is marked late yet.

So far in 2026, through October 19, 2026, 19.2% of complaints about Shellpoint have been marked late. The pace has eased: 11.1% of September's complaints were marked late. Counting from January 2025, 9.1% of Shellpoint's complaints were marked late, against 0.1% at the typical company among the 40 other companies with at least 200 complaints in the same period.

Counting from January 2025, 5.9% of Shellpoint's complaints were still open at the end of the data, and none of those open complaints is marked late yet. So the 2026 figure can still move.

Rithm's quarterly report, filed August 4, 2026, says Rithm moved some loans from outside servicers into Newrez's own servicing during the second quarter of 2026, April to June (Rithm 10-Q). Late answers began to climb in those same months. The filing gives no dates or loan counts for those moves and makes no claim about complaint handling.

Complaints marked late jumped in mid-2026, to 185 in June

Shellpoint complaints the CFPB marked late, by month received, January 2025 to October 19, 2026

050100150200 2025 Apr Jul Oct 2026 Apr Jul Oct
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, complaints the CFPB records as not answered on time, by month received American Default Research · americandefault.org/servicers/shellpoint-partners/

What borrowers complain about →

Shellpoint complaints: what borrowers complain about most

Payments are what borrowers complain about most. Since May 1, 2017, 61.9% of complaints about Shellpoint were about trouble during the payment process. At the typical company among the 73 other companies with at least 200 complaints since May 2017, that share is 50.3%.

Escrow is the biggest single problem inside those payment complaints. Escrow is the account your servicer uses to pay your property taxes and insurance. Since May 2017, 6,068 payment complaints about Shellpoint name a more specific problem, and 32.6% of those are about escrow, taxes or insurance. Regulators have also acted on force-placed insurance and payment problems; the record below has each action and its status.

Shellpoint draws a lot of complaints. In 2025, the CFPB received 3,287 complaints about Shellpoint. In 2025, Shellpoint ranked 1 of 75 mortgage companies in this comparison by mortgage complaints. Bigger companies draw more complaints, and Newrez is big: it served about 4.0 million customers on June 30, 2026 (Rithm 10-Q). The CFPB data give no number of loans serviced, so the complaint count alone cannot measure service quality.

A complaint is the borrower's side of the story. Of Shellpoint complaints received since January 2025, 89.2% were closed with an explanation, 0.2% with money back and 0.1% with some other fix. The rest were still open or carry another CFPB label.

Payment problems account for 61.9% of Shellpoint complaints

Share of mortgage complaints by issue, May 1, 2017 to October 19, 2026

Source: Consumer Financial Protection Bureau, Consumer Complaint Database, mortgage complaints received since May 1, 2017 American Default Research · americandefault.org/servicers/shellpoint-partners/

How to ask Shellpoint for help →

Shellpoint loss mitigation: how to ask for help

Apply online or call. “Loss mitigation” is the company's word for the ways to keep your home, or leave it without a foreclosure. To apply, sign in at shellpointmtg.com, open Mortgage Assistance and click Get Started (Shellpoint). You can also call the loss mitigation team at 800-365-7107. Shellpoint says applying for help is free (Shellpoint FAQ). Federal rules bar the first foreclosure filing before 120 days of delinquency, subject to stated exceptions (12 CFR 1024.41).

Shellpoint lists five options. A repayment plan spreads missed payments over time. Forbearance pauses or reduces payments for a while; a loan modification permanently changes the loan's terms. The other options are a short sale or a deed in lieu, where you sign the house over instead of going through foreclosure.

Shellpoint's FAQ asks for the online application, a signed IRS Form 4506-C, your two most recent pay stubs, your two latest bank statements for every account and proof of any HOA dues. The FAQ also says that in most cases Shellpoint reports a workout plan to the credit bureaus, and being reported can affect your score.

Our guides explain loan modification, forbearance and your rights in foreclosure.

What the federal rules say →

Where to file a Shellpoint complaint

Two places: the CFPB and your state's regulator. You can file with the CFPB through its online complaint form. A complaint asks the company to answer; an assistance application uses Shellpoint's help route. For help with the loan, you can turn to a HUD-approved housing counselor: a trained counselor at an agency the U.S. Department of Housing and Urban Development approves. Counselors can go over your options for free, and the number is in the free-help list at the end of this page.

Shellpoint's own legal disclosures name state regulators borrowers can complain to (Shellpoint legal disclosures). In New York, the regulator is the Department of Financial Services, at 800-342-3736. In North Carolina, the disclosures say you can complain to the Commissioner of Banks if you think a loss mitigation request was wrongly denied. The disclosures page lists other states too.

Entrance to the Consumer Financial Protection Bureau building in Washington, with the bureau's name in large letters above glass doors.

Entrance to the Consumer Financial Protection Bureau in Washington, D.C. CFPB contact page

Photo: G. Edward Johnson, via Wikimedia Commons, CC BY 4.0

Lawsuits and regulator actions →

Lawsuits and regulator actions against Shellpoint, with status

The list covers orders, settlements and court cases involving Shellpoint, Newrez and the companies Newrez took over, newest first. A charge or a lawsuit is an allegation until a regulator or a court decides the case. Each entry says where the case stood on October 20, 2026.

  1. Oct 16, 2026

    U.S. District Court, District of Massachusetts Proposed class action (dismissed by agreement)

    A homeowner, suing for a proposed class, alleged that Shellpoint and Specialized Loan Servicing, which Newrez took over, inflated balances on dormant second mortgages. The judge dismissed the amended complaint in January 2026 and allowed a new one, filed in March 2026.

    Admitted wrongdoing? Not stated in the court docket.

    Status: The parties filed a stipulation of dismissal on October 16, 2026. The terms are not public. · Hodges v. NewRez LLC, court docket

  2. Aug 12, 2026

    State regulators in 46 states and Washington, D.C. Multistate settlement (48 agencies; Texas has two)

    A multistate exam found Newrez put force-placed insurance on more than 4,200 borrowers who already had home insurance. The exam covered November 2020 to October 2021.

    Admitted wrongdoing? Neither admitted nor denied, the order says.

    $15.5 million in total, including more than $4.5 million already paid back to borrowers

    Status: Final. Newrez must add monitoring of force-placed insurance. Washington State, California, Alaska and Colorado did not sign. · Conference of State Bank Supervisors

  3. Mar 31, 2026

    Washington Department of Financial Institutions Statement of charges (not a final order)

    Washington's regulator alleges Newrez misapplied payments on at least nine Washington loans, bought force-placed insurance on at least 62 loans whose owners were already insured, and failed to formally answer notices of error from at least two borrowers. The charges followed a review of more than 125 consumer complaints. Newrez told HousingWire it disagrees with the charges and will contest them.

    Admitted wrongdoing? Not admitted. Newrez disputes the charges, and no final order has been entered.

    Proposed fine: about $4.2 million

    Status: Not a final order. As of October 20, 2026, Washington had posted no final order or settlement. · Washington DFI

  4. Dec 17, 2025

    Massachusetts Attorney General Settlement

    Conduct by Specialized Loan Servicing, which Newrez later took over

    The settlement resolved allegations that Specialized Loan Servicing used unfair and deceptive servicing practices, including letters giving homeowners 33 days to catch up when the law allows 90. Newrez settled as SLS's successor.

    Admitted wrongdoing? Not stated.

    $4.65 million, including restitution

    Status: Settled. Newrez reports to the attorney general on compliance. · Massachusetts Attorney General

  5. Aug 18, 2025

    California Department of Financial Protection and Innovation Settlement

    Conduct by Caliber Home Loans, which Newrez later took over

    California's regulator found Caliber Home Loans charged too much daily interest on 4,912 loans from 2012 to 2019, before a Newrez affiliate bought Caliber in 2021.

    Admitted wrongdoing? Not stated.

    $1.8 million in penalties and more than $550,000 refunded

    Status: Settled. Caliber gave up its California licenses. · California DFPI

  6. Apr 9, 2025

    U.S. District Court, District of Maryland Class action (settled)

    Maryland homeowners alleged Shellpoint charged property inspection fees that Maryland law bars. The judge certified a class in August 2023. The court's opinion notes that Maryland's regulator found in 2018 that Shellpoint had collected more than $270,000 in such fees.

    Admitted wrongdoing? Denied wrongdoing, according to the court-approved class notice.

    Status: The court docket shows the case closed April 9, 2025, after a class settlement. · Yates v. NewRez LLC, class certification opinion

  7. Jun 23, 2020

    New York Attorney General Settlement

    Conduct by Caliber Home Loans, which Newrez later took over

    New York's attorney general said Caliber Home Loans put New York customers into unfair interest-only loan modifications.

    Admitted wrongdoing? Not stated.

    About $17 million in potential loan forgiveness, by Caliber's estimate

    Status: Settled in 2020. · New York Attorney General

  8. May 11, 2020

    Consumer Financial Protection Bureau Consent order

    Conduct by Specialized Loan Servicing, which Newrez later took over

    The CFPB found Specialized Loan Servicing took foreclosure steps against borrowers who were protected from foreclosure under federal rules.

    Admitted wrongdoing? Not stated.

    $775,000 to borrowers, $500,000 in waived balances and a $250,000 penalty

    Status: The CFPB lists the order as expired or terminated. · CFPB enforcement action

  9. Dec 20, 2018

    Massachusetts Attorney General Assurance of discontinuance (settlement)

    Massachusetts' attorney general alleged Shellpoint, then a trade name of New Penn Financial, broke the state's foreclosure and consumer protection laws. The office said its investigation found Shellpoint failed to keep a single point of contact for borrowers and mishandled loans transferred from other companies.

    Admitted wrongdoing? Not stated.

    About $4 million: $3.5 million in principal cuts and short-sale waivers, and $450,000 to the state

    Status: Settled in 2018. · Massachusetts Attorney General

The CFPB's public list of enforcement actions shows none against Newrez or Shellpoint themselves as of October 20, 2026 (CFPB enforcement actions). Homeowners have filed new suits against Newrez in 2026, including one in Pennsylvania over loss mitigation applications (Mortgage Professional America). The new suits are allegations; when Mortgage Professional America reported the Pennsylvania suit in March 2026, no court had ruled.

What to do now, and what the federal rules say

These federal rules describe ordinary cases; deadlines have exceptions and extensions.

  1. 1

    The company told you one thing on the phone: a letter puts the problem on the record

    You can write to PO Box 10826, Greenville, SC 29603-0826. Include your name, your loan number and what went wrong. The federal rule gives the company five business days to confirm it got your letter and 30 business days to answer. For some errors, the company can take 15 more business days if it tells you first. It helps to keep a copy of the letter and proof that you mailed it.

    Source: 12 CFR 1024.35, notices of error (CFPB)

  2. 2

    A written request starts a response deadline

    You can send a written request for information about your loan to the same PO Box 10826. The rule gives the company 30 business days to answer, or 10 business days if you're asking who owns your loan.

    Source: 12 CFR 1024.36, requests for information (CFPB)

  3. 3

    You're behind and scared of foreclosure: a complete application starts the clock

    You can apply through Shellpoint's Mortgage Assistance page or by phone. If the company gets a complete application more than 37 days before a sale, the rules give the company 30 days to tell you in writing which options it will offer. The 30 days start with a complete application, so it helps to ask the company in writing what's still missing.

    Source: 12 CFR 1024.41, loss mitigation (CFPB)

  4. 4

    Your loan just moved and a payment went to the old company

    For 60 days after a transfer, a payment sent on time to the old company must be treated as timely and free of late fees. The old company has to tell you about the move at least 15 days before the move. The new company has to tell you within 15 days after the move.

    Source: 12 CFR 1024.33, servicing transfers (CFPB)

  5. 5

    Nobody's fixing the problem: a complaint puts it on the record

    Where to complain lists the CFPB and your state regulator.

  6. 6

    You want someone on your side: call a HUD-approved counselor

    The free-help list at the end of this page has the national number.

Questions about Shellpoint Mortgage Servicing

What is Shellpoint Mortgage's phone number?

Shellpoint's customer care number is 800-365-7107. The line is open Monday to Friday, 8 a.m. to 9 p.m. Eastern, and Saturday, 10 a.m. to 2 p.m. Eastern. The same number reaches the team that handles help if you're behind (Shellpoint contact page).

Is Shellpoint the same as Newrez?

Yes. Shellpoint Mortgage Servicing is a trade name of Newrez LLC (NMLS 3013), and Rithm Capital owns Newrez. Rithm bought the Shellpoint group in 2018.

My statement says Newrez. Which number do I call?

Call 866-317-2347, Newrez's servicing line. It keeps the same hours as Shellpoint's (Newrez phone page).

Where do I send a notice of error or a request for information?

You can put the notice or request in writing and send it to Shellpoint Mortgage Servicing, PO Box 10826, Greenville, SC 29603-0826. Shellpoint names that address for both. It helps to keep a copy.

How do I apply for help if I'm behind?

Sign in at shellpointmtg.com, open Mortgage Assistance and click Get Started, or call 800-365-7107. Shellpoint says there's no charge (Shellpoint FAQ).

Why was my loan transferred to Shellpoint?

A loan moves when its owner sells the right to service it or hires a new servicer, or when Newrez takes over the old servicer, as Newrez did with Specialized Loan Servicing in May 2024. Newrez says a transfer leaves your loan terms unchanged (Newrez).

Is there a lawsuit or settlement against Shellpoint?

Yes. The largest recent one is a $15.5 million settlement with state regulators in August 2026 over force-placed insurance. Newrez neither admitted nor denied wrongdoing. Washington's charges from March 2026 are allegations, not a final order. The record above lists each case with its status.

How many complaints does Shellpoint get?

The CFPB received 3,287 complaints about Shellpoint in 2025, more than any of the other mortgage companies we track. Since January 2025, most closed with an explanation (89.2%). Bigger companies draw more complaints, and we hold no loan count to turn the complaint count into a rate.

Is Shellpoint a debt collector?

Shellpoint's own legal disclosures say “Newrez LLC dba Shellpoint Mortgage Servicing is a debt collector.” Newrez's servicing disclosure page carries the same sentence (Shellpoint legal disclosures).

Protect yourself from scams

The FTC and CFPB describe these warning signs and the rules behind them:

  1. Upfront fees for promised relief are a warning sign. Under FTC mortgage-assistance rules, most companies that sell mortgage help cannot charge until a homeowner accepts a written offer from the mortgage company or lender. A separate FTC rule covers debt-relief companies that sell by phone and ties fees to a completed debt arrangement. It bars a fee until at least one debt has been settled or changed, the customer agrees to the arrangement, and the customer has made a payment under it. The FTC describes a narrow exception for lawyers who give help as part of the practice of law and are licensed in the state where the client or dwelling is. The lawyer follows that state's rules for attorneys, and advance fees are placed in a client trust account before services begin under state trust-account rules.
  2. HUD-approved foreclosure-prevention counseling is free. HUD’s national counselor line is 800-569-4287. The CFPB counselor finder lists agencies and their services. If an organization charges for help described as free HUD counseling, the CFPB finder can verify the agency and its listed services before any payment.
  3. A request to sign over a deed is a warning sign. The CFPB identifies title-transfer schemes among foreclosure-relief scams. Signing over title can mean losing ownership of the home; a lawyer can explain what a proposed document would do.
  4. Foreclosure protections depend on timing and the loan. Regulation X generally bars the first foreclosure notice or filing on a principal-residence loan until the borrower is more than 120 days behind, subject to exceptions. A complete assistance application can delay some foreclosure steps, but that depends on when it arrives; it does not necessarily stop every step. The CFPB warns about promises to “save” a home.

Fraud reports: CFPB · FTC · state attorney general offices.

Free help if you're behind

Housing counselors approved by the U.S. Department of Housing and Urban Development work at nonprofit agencies. The Consumer Financial Protection Bureau describes free foreclosure-avoidance counseling, including help with mortgage-company conversations and available options Source CFPB.

  • HUD-approved housing counselors

    Nationwide800-569-4287hud.gov

    Our help directory lists 1,010 agencies approved for foreclosure counseling, by state.

  • Legal aid

    Every statelsc.gov

    Nonprofit law offices give free civil legal help to people with low incomes. Our help directory lists the 120 offices the Legal Services Corporation funds.

Every figure on this page, with its period and the CFPB filter behind it, in one file. Free to use with credit to American Default Research.

Download the figures (CSV) · JSON

Cite this Shellpoint payment complaints make up 61.9% of its mortgage record · American Default Research · americandefault.org/servicers/shellpoint-partners/

Sources and method

We gather the data, run the numbers and research each company ourselves. The CFPB publishes complaints without verifying each account. We counted the mortgage complaints the CFPB received from 2012 through October 19, 2026 about the company it files as “Shellpoint Partners, LLC.” None are filed under a Newrez name. “Late” is the CFPB's timely-response field. Issue shares start May 1, 2017, because the CFPB renamed its complaint issues on April 21, 2017. Comparisons use the median of the other companies with 200 or more complaints in the same period. We hold no loan count for any company, so no figure here is a rate. Updated: October 2026 · Next review expected: January 2027.

What this page relies on (20 sources)

We write with assistance from AI tools. Figures come from the data and sources named on this page.