COVID-19 Homeowner Options

If coronavirus is disrupting your life, we’re here to help!

As your mortgage servicer, your health and safety are important to us. We’re closely monitoring coronavirus disease COVID-19 reports from the Centers for Disease Control and Prevention (CDC) and the World Health Organization. And we’re committed to helping you handle any mortgage-related issues that might come up.

Take all necessary health precautions.

We’re concerned for your health and safety. We encourage you to adopt safe health practices to help protect you and your family. To learn more, visit the CDC at cdc.gov. You can also get more information from the website of your local health department.

Mortgage questions? Visit our website first when you have a question or need to manage your mortgage account.

Need to check your account status? Make a one-time payment? Print your statement? Download a tax form? We’re always adding new features, and it’s available “24/7.” If you haven’t already set up your online account, simply register a new account. Enter the Username and Password of your choice. Then click Register and follow the on-screen prompts and instructions. 

Are you having trouble making your mortgage payment?

If you can’t make your mortgage payment due to the impact of COVID-19­—or for any other reason—please log in to your account, select the Mortgage Assistance tab then Homeowner Assistance Solutions. Please click the Get Started button in the Options for Temporary Hardship box. We’ll review your application and get back to you to discuss your available options within 5 business days. You can also learn more in the Need Mortgage Help section of our website.

After speaking with your Shellpoint Single Point of Contact (SPOC), state options may be available through the Homeowner Assistance Fund (HAF).

Beware of scams. 

Especially in times like these, criminals will try to impersonate charities, businesses, and government agencies. So, watch out for suspicious e-mails, texts, or calls that ask for personal information. Remember: We will never ask you to tell us your account username or password, and we will never ask you to pay with a credit card.

We continue to monitor the impact of COVID-19.

We’re also working hard to make sure our employees are safe and well and able to serve you. We’re enforcing safe health practices in our offices, and we’ve put technology plans in place so we can serve you effectively.

We’re here for you. 

If you have visited our website but still have questions, call us toll-free at 800-365-7107 on Monday - Friday from 8 a.m. to 9 p.m. and on Saturday from 10 a.m. to 2 p.m. (Eastern time). Due to high call volumes, please be patient; we’ll take your call in the order we receive it. Be sure to have your loan number ready when you call.

¿Hablas español? Este sitio web contiene información importante sobre su hipoteca. Si no comprende la información de este sitio web, llame a uno de nuestros representantes de habla hispana al 800-365-7107.

Needing help with COVID-19 Payment Forbearance? Learn your options.