Frequently Asked Questions

Every year, we mail you paper copies of your Mortgage Interest Statement (Form 1098) and Non-Wage Income (Form 1099) no later than January 31.

These forms are also available through our website. To view or download your Form 1098 or 1099, Sign in to your online account and click on your loan number to go to your dashboard. Click on Statements and choose the 1098 Yearly or 1099 Yearly option.

After you’ve signed into your online account, you can also turn on Notifications so we can alert you by text when your Forms 1098 and 1099 are available online. Click the “down” arrow beside your profile icon and select My Profile from the pull-down menu. Then click on Contact Preferences and select Notifications to set up your notification preferences.

To request a document that isn’t shown in your list of available documents. Sign in to your online account and click on your loan number to go to your dashboard. Click on Help, click on Contact Us, and choose Documents from the available options under What is your question about? In the Details field, provide a detailed description of the document you need and click Submit.

Yes. A variety of downloadable forms and worksheets are available on our website.

Sign in to your account and click on your loan number to go to your dashboard. Click on Statements and then click on Monthly to view and download statements by month.

If you have forgotten your username, you can reset it with your email address.

To protect your privacy, our system locks your account if you try to sign in three times using the wrong username or password. You can reset your username or password by choosing Forgot your username or Forgot your password on the Sign in page. If you continue to have trouble signing in, call our Customer Care Team at 866-317-2347.

Our system is designed to handle millions of loans, but loan-number formats vary across the industry. If your loan number is only eight or nine digits, add one or two zeroes to the beginning of your loan number so you have a ten-digit number. That will ensure that our system recognizes your account.

Setting up MFA will help us protect your account to ensure that you are the person who is logging in. Learn how to set up MFA in our step-by-step guide.

Sign in to your account and click on your loan number to go to your dashboard. Then click on Statements and click on Monthly to view and download statements by month.

Sign in to your online account and click on your loan number to go to your dashboard. Then click on Payments and click on Payment History to view all transactions.

To update your personal information, Sign in to your online account and click on your loan number to go to your dashboard. Next, click on the “down” arrow beside your profile icon and select My Profile. Here you can update any information (address, phone number, email address) that’s incorrect or incomplete. We encourage you to update your personal information whenever anything changes.

To add an authorized user to your Newrez account, you (the person named in your mortgage agreement) must make your request in writing.

To submit your request online, Sign in to your online account and click on your loan number to go to your dashboard. Click on Help, choose Customer Account from the available options under What is your question about? In the Details field, provide a detailed description of the person you want to add, including the person’s first name, last name, phone number, and mailing address. Also, explain the reason you want to add that person to your account. Then click submit.

Once you log in to your online account at newrez.com, click your name in the top right corner and choose User Settings. Under MFA Settings choose Reset Multi-Factor Authentication Settings.

Because your taxes, insurance rates, and other fees can change, the amount you need to pay into your account can also change. To make sure you have enough money in your escrow account for us to pay your tax and insurance bills, we analyze your escrow at least annually. After our analysis, we tell you about the results in two ways: We send you a personalized video presentation (if we have your email address on file), followed by a detailed letter.

Your most recent escrow analysis is also available online to view or print. Sign in to your online account and click on your loan number to go to your dashboard. Then click on Mortgage Assistance and then click on Available Documents. Find the most recent document titled MG-Escrow-Analysis and click either the View button or the Download button.

At least once a year. Our analysis schedule is based on the state in which your property is located (refer to the following table). We inform you about our analysis and any resulting changes in your mortgage payment in two ways: We send you a personalized video presentation (if we have your email address on file), followed by a detailed letter.

Most changes in your payment amount are due to changes in your property taxes or your homeowner’s insurance premiums. If you have an adjustable-rate mortgage, your payment may have changed as a result of us recalculating your interest rate.

We analyze your escrow at least annually. After we finish our analysis, we mail you a detailed letter explaining the results and informing you about any change in your mortgage payment.

Also, if you’ve signed up for it, we email you a brief, personalized video explaining the results. If you’re not already getting escrow-related emails from us, Sign in to your online account and click on your loan number to go to your dashboard. Next, click on the “down” arrow beside your profile icon and select My Profile from the pull-down menu. Click on Contact Preferences and select Notifications to let us know how to contact you.

If you have an escrow surplus, we include your surplus check in the same envelope as your escrow analysis letter.

Possibly. You can ask us to remove your escrow account, but you need to do that in writing.

To make your request online, Sign in to your online account and click your loan number to go to your dashboard. Click on Help, click on Contact Us, and choose Escrow Payment and Analysis from the available options under What is your question about? In the Details field, provide a detailed description of why you want us to remove your escrow account and click Submit. We’ll review your request in light of your mortgage agreement and all applicable regulations, and we’ll respond to you within 30 days. Note: For some loans, an escrow account is required and cannot be removed.

A Homeowner’s Association (HOA) fee is charged to pay for the services and amenities that an HOA provides. This may include trash removal, security, maintenance, or amenities such as a clubhouse or swimming pool. The fee is typically charged monthly or yearly.

HOA fees are split proportionally between homeowners in your community. The amount you pay is based on the percentage of property you own.

We paid your HOA fees because your fees are past due and your HOA placed a lien on your property. The most common way to remove the lien is to pay your HOA the full amount due. If you aren’t able to pay your HOA in full and/or remove the lien, you could be facing foreclosure

Sign in to your online account and click on your loan number to go to your dashboard. Then click on Statements and click on Taxes & Insurance. The insurance amount shown is an estimate based on what we paid for you last year. We won’t know the exact amount we need to pay until we get your latest bill.

Depending on your unique situation—and with your lender's approval—there are various potential options available to you.

As part of our loss-mitigation evaluation (also called a "workout"), we’ll explore those options. We’ll try to build a plan that enables you to make your payments and stay in your home.

Some of your options may include:

• Repayment (paying your past-due payments over an extended time period). You stay in your home.
• Forbearance (making no payments for a certain number of months and then paying back the missed payments later). You stay in your home.
• Modification (changing the terms of your loan to try to make your payments more affordable). You stay in your home.
• Short sale (selling your property for less than you owe—but the sale satisfies your debt). You find another place to live.
• Deed in lieu of foreclosure; also called “deed-in-lieu,” “DIL,” or “mortgage release” (Willingly transferring your property deed to us. We agree not to foreclose, and we may be able to offer you financial help for relocation.) You find another place to live.

To learn more about your loss-mitigation options, Sign in to your online account and click on your loan number to go to your dashboard. Then click on Mortgage Assistance. 

Depending on which option we may approve you for, you may need to send us certain documents. As part of your review, we’ll explain how to upload (electronically send) documents to us, as well as how to physically send paper documents if you need to.

Note: In most cases, we report your workout plan to the major consumer credit bureaus—which may affect your credit score.

Here’s a list of the basic documents we need to take you through our loss mitigation process. Note: Depending on your specific situation, we may need other documents as well:

• IRS Form 4506-C (Request for Copy of Tax Return). Complete and sign. You can  this form from our website.
• Two paystubs. Do you earn a paycheck? If so, provide copies of your two most recent paystubs that show year-to-date earnings.
• Profit/loss statement. Are you self-employed? If so, provide a copy of your most recent quarterly or year-to-date profit/loss statement.
• Bank statements. Send us a copy of your two most recent personal bank statements for all of your bank accounts. Include a letter that explains any non-paycheck deposits or transfers of $1,000 or more in the last six months.
• HOA dues. Provide proof of payment for any homeowner association dues.

Don't wait until you have every document in hand before you start sending items to us—start by sending us what you have. Call our Customer Care Team at 866-317-2347 for instructions about uploading (electronically sending) documents to us.

After we receive your documents, we'll assign one of our trained mortgage professionals to you as your single point of contact (SPOC) during your loss-mitigation evaluation. Your SPOC will work closely with you to develop the best possible solution for you and your family.

Nothing. Our loss-mitigation services are free.

To get an update on the status of your workout, please call the SPOC (single point of contact) we assigned to you.

Depending on your unique situation, several options to avoid foreclosure may be available:

• Sell your house. You list your home for sale with a real estate agent. If the final sale price doesn’t pay off what you owe on your mortgage, it’s called a “short sale,” and we’ll work with you to resolve the remaining amount you owe. Our team will be happy to work with you and your real estate agent in the event of a short sale.
• Deed-in-lieu of foreclosure (DIL). You willingly transfer the deed of your property back to your lender. In return, they may release you from some or all of your mortgage obligations. In some cases, we may be able to provide financial help for relocation. Our team will be happy to help you set up a DIL.
• Reinstatement. You pay all of your past-due amounts with a single payment.

Ask the SPOC (single point of contact) we assigned you about which options are best for you.

Most mortgage payments are due on the first day of each month (although some have other due dates). After your due date, we give you a 15-day grace period after that before we charge you a late fee. But if your payment arrives in our office after the last day of the month in which it was due, we notify the consumer credit bureaus that you made a late payment as stated in your mortgage contract.

We report late payments to the credit bureaus once a month, with one exception: When a loan transfers to us from another mortgage servicer, we wait until 60 days after the transfer before we begin reporting late payments.

If we reported your payment as late, but you have information (such as a bank statement) that shows we received your payment before the end of the month it was due, please mail a us copy of that information along with a written explanation. When we get your information, we’ll investigate further. You also have the right to ask us to provide documentation that verifies we made no error in servicing your loan. Send your requests and supporting information to:

Newrez
PO Box 10826
Greenville, SC 29603     

After your mortgage loan is originated, your account must be managed (or “serviced”) throughout the life of your loan. As your mortgage servicer, we perform several business functions on behalf of our clients (the companies that own the mortgages we service). Those functions include:

• Collecting mortgage payments and paying homeowners’ insurance and property tax bills.
• Calculating the interest rates on variable-rate loans.
• Working closely with homeowners in default to try to develop a workable payment plan so they can avoid foreclosure.
• Foreclosing on defaulted properties—but only when it’s absolutely necessary on defaulted loans.
• Maintaining, refurbishing, and selling vacant properties.   

No. We only service your loan account on behalf of the company that owns your mortgage.

No. You can’t change mortgage servicers at will. The company that owns your mortgage decides which loan servicer manages the mortgage accounts they own. However, if you refinance your loan, it’s possible that your new lender may use a different company to service their loans.

Always be on the alert for scam artists who falsely claim to represent us. If you suspect that a call, email, text, or letter you’ve received is fraudulent, don’t give out any personal information. Instead, call us immediately at 866-317-2347.

Here are some tips to help you recognize when you’re dealing with a scammer:

• When we validate your identity on the phone, we will never ask for more than the last 4 digits of your Social Security number.
• We may encourage you to make your payment on time, but we will never ask you to use your credit card to pay immediately.
• We will never ask you to make your mortgage payment using store gift cards.

Yes, in most cases, if you previously paid your monthly payment by automatic withdrawal (autodraft) from your bank account, that information will transfer over to us automatically—provided that your previous loan servicer set it up correctly and properly transferred your information to us.

The “welcome letter” we mailed you tells you whether or not your autodraft information successfully transferred to us.

• If you need to set up monthly autodraft payments from your bank account,  Sign in to your online account and click on Account Details to go to your dashboard. Then click on Payments and click on Schedule a Recurring Payment.

Update the “payee” settings in your online bill-pay system: Enter the name of your new servicer (Newrez LLC) and the new loan number we gave you.

Nothing. Your previous servicer will forward your payment to us. Per government regulations, we don’t charge late fees or report late payments to the consumer credit agencies during the first 60 days after the transfer.

We offer a variety of payment methods, including:

• Autodraft. Automatic withdrawal of your payment from your bank account is the easiest and most convenient way to pay. If your loan transferred to us from another servicer, your autodraft arrangements probably carried over to us when your loan transferred—but check the “welcome” letter we sent you to be sure.
• If you need to set up monthly autodraft payments, Sign in to your online account and click on your loan number to go to your dashboard. Then click on Payments and then click on Schedule a Recurring Payment
• To set up biweekly payments, use our Biweekly Automatic Payment Enrollment Form. 
• Online bill-pay. You can also use your bank’s online bill-pay service—or any other online bill-pay system. Just enter the correct payment amount and set your payee name to Newrez LLC. If your mortgage has an escrow account or if you have an ARM (adjustable-rate mortgage) loan, be sure to track any changes in your payment and adjust your bill-pay amount before your payment is due.
• Website. If you have an online account with us, you can make one-time payments through our website. Sign in to your online account and click on your loan number to go to your dashboard. Click on Payments and click on One Time Payment.
• Phone. You can also pay using our automated phone system. Or if necessary, you can speak with a live Customer Care representative. Either way, call us toll-free at 866-317-2347.
• Check or money order. We don’t accept cash payments, but you can pay by check or money order. If you get paper statements from us, be sure to include your payment coupon with your payment. Also, remember to write your Newrez loan number on your check or money order.

Sign in to your online account and click on your loan number to go to your dashboard. Click on Payments and then click on View Pending Payments. It may take up to three business days for funds to be withdrawn from your bank account.

If you want us to alert you when we withdraw your payment from your bank account and post it to your mortgage account, sign up for text or email notifications. From your dashboard, click on the “down” arrow beside your profile icon and select My Profile from the pull-down menu. Then click on Contact Preferences and click on Notifications.

Nothing. Your previous servicer will forward your payment to us. Per government regulations, we don’t charge late fees or report late payments to the consumer credit agencies during the first 60 days after the transfer.

Most changes in your payment amount are due to changes in your property taxes or your homeowner’s insurance premiums. If you have an adjustable-rate mortgage, your payment may have changed as a result of us recalculating your interest rate.

If you want us to alert you when we withdraw your payment from your bank account and post it to your mortgage account, sign up for text or email notifications. Sign in to your online account and click on your loan number to go to your dashboard. Click on the “down” arrow beside your profile icon and choose My Profile. Then click on Contact Preferences and click on Notifications.

Are you interested in paying off your mortgage loan? Sign in to your online account and click on your loan number to go to your dashboard. Click on Payments and then click on Request Payoff to request a payoff quote.

Your quote will have an expiration date, so act quickly after you receive it. Otherwise, it will expire, and you’ll have to start over and get another one.

Note: Depending on local and state laws, we may charge you a fee of up to $30 to prepare a payoff quote. We’ll let you know in advance if you need to pay for your quote.

If you want to send us a check to pay off your mortgage, make sure you pay the amount shown on a current, valid payoff quote (refer to the previous question and answer for more information).

Write your loan number on your payoff check and mail it with a brief letter of explanation to: Newrez Servicing 75 Beattie Place, Suite LL202 Greenville, SC 29601

If you pay by wire transfer, please use the information below.

Bank Name: Citibank N.A

Bank Address: 388 Greenwich St.

Bank City, State: New York, NY 10013

Bank ABA Routing Number: 021000089

Bank Account Number: 31354717

Credit Account Name: NEWREZ LLC DBA SHELLPOINT MORTGAGE SERVICING CONSOLIDATED DEPOSIT ACCOUNT

Memo: (Please list your loan number here.)

Sign in to your online account and click on your loan number to go to your dashboard. Click on Schedule Recurring Payment and click on the Continue button. Then click on the Edit button, which displays your bank-account information, along with two data-entry fields: one for Additional Principal payments and the other Additional Escrow payments. Click on the appropriate checkbox and then enter the amount you want to pay in the corresponding data field. Verify your bank account information and click Continue. Then verify the displayed transaction details and click Save.

To make a fee payment, call 866-317-2347 and ask to speak with one of our representatives. We’ve available in Eastern Time from 8 a.m. to 9 p.m. Monday - Friday and on Saturday from 10 a.m. - 2 p.m.

You can also mail us a check or money order. Be sure to include a detailed letter that explains what fees you want to pay. Be sure to write your loan number on your check or money order. Mail your payment and your letter to:

Newrez
PO Box 650840
Dallas, TX 75265-0840

Is our website or our automated phone system preventing you from making a payment? If so, it means there are outstanding issues with your mortgage account that you need to resolve.

Have your loan number ready and call 866-317-2347 to speak with one of our representatives. We’re available Monday - Friday from 8 a.m. to 9 p.m. ET and on Saturday from 10 a.m. - 2 p. m. ET.

Whether or not you can cancel an already scheduled payment depends on what kind of payment it is:

• Same-daypayments cannot be canceled. This includes one-time payments that you scheduled earlier in the day or any payment that’s scheduled to be paid that very day.
• Monthly or bi-weekly autodraftpayments can be canceled—as long as you make your request no less than three business days before the scheduled payment date. Have your loan number ready and call 800-365-7107 (Eastern time; Mon. – Fri. 8 a.m. – 9 p.m.; Sat. 10 a.m. – 2 p.m.)
• For anyother scheduled payments:

• If it's more than five business days before your scheduled payment date, you can cancel your payment. Sign in to your online account and click on your loan number to go to your dashboard. Click on Schedule Recurring Payment and click the Continue Then click the Stop button and click the Continue button that appears in the pop-up menu.
• If it's five business days or less before your scheduled payment date, have your loan number ready and call 866-317-2347.(Eastern time; Mon. – Fri. 8 a.m. – 9 p.m.; Sat. 10 a.m. – 2 p.m.). . Tell the representative you want to cancel a scheduled payment.

Possibly. Whether or not you can cancel your PMI depends on several factors, such as:

• Your mortgage type (conventional, Fannie Mae, Freddie Mac, FHA/VA, etc.)
• Age of your loan
• Substantial home improvements made after the closing of your loan.
• Your payment history
• How much equity you have in your home

Your first step is to send us your request in writing. Sign in to your online account and click on your loan number to go to your dashboard. Click on Help, click on Contact Us, and choose PMI Cancellation from the available options under What is your question about? In the Details field, provide a detailed description of why you want us to cancel your PMI. Then click Submit.

It will take about 30 days for us to review your request and get back to you. Note: PMI is required for some loans and cannot be removed. Examples include:

• USDA loans
• FHA loans closed before January 1, 2001
• FHA loans closed after June 3, 2013
• Loans with a payment 30 or more days past due in the last 12 months.

To learn more, review our helpful article, “What is PMI?"

Sign in to your online account and click on your loan number to go to your dashboard. Click on Payments and then click on Payment History. Your tax payment is a line item that includes the words “Tax Bill” in the Description column. The “Transaction Amount” field shows the amount we paid.

Sign in to your online account and click on your loan number to go to your dashboard.

Click on Statements and then click on Taxes and Insurance. The tax amounts shown are estimates based on what we paid for you last year. We won’t know the exact amount we need to pay until we get your latest bill.

Sign in to your online account and click on your loan number to go to your dashboard. Click on Statements and then click on 1098 Yearly to view or download your most recent Forms 1098.

Federal law requires us to complete and send your Mortgage Interest Statement (Form 1098) for a given year by January 31 of the next year. After we mail your statement, we post it on our website so you can view and print it at your convenience. Note:  If you’ve opted to receive only digital statements, we will not mail you a paper copy.

To be notified when your Form 1098 is available, you can sign up for text and email notifications. From your dashboard, click on the “down” arrow beside your profile icon and select My Profile from the pull-down menu. Click on Contact Preferences and then click on Notifications.

No. With only a few exceptions, you must pay supplemental tax bills yourself.

Your Tax ID number is the same as your Social Security number. If you don’t have a Social Security number, call our Customer Care Team at 866-317-2347.