Your mortgage got sold again, and now a company called Shellpoint wants your payment. You open the letter, look for a number, and only find small print that leads nowhere close to a real person. I went through the exact same thing when my old servicer handed my loan over without any warning. That confusion is real, and it wastes your time when you just want one working number.
This guide gives you the exact number you actually need, plus every backup line for insurance, payoffs, and complaints. You will also learn the best time to call, what to have ready, and how to skip the automated system and reach a real person fast. By the end, you will know exactly who to call and what to say, without wasting another afternoon on hold.
Homeowners run into this same wall every single month across the country. A loan sells, the paperwork looks unfamiliar, and the only thing that fixes the stress is one working phone line and a clear plan. That is exactly what this page hands you, step by step, with nothing skipped.
Have questions about this guide? You can always email our team at james@allthings-mortgage.com.
Shellpoint Mortgage Phone Number (Quick Answer)
The main Shellpoint Mortgage Phone Number is 1-800-365-7107. This line connects you to customer service for payments, account questions, and general loan help. Save it in your phone, since you will likely need it more than once during your loan.
Call center staff handle both routine questions and account-specific issues on this line. If your question is about insurance, a payoff, or a complaint, check the sections below for the exact number to use. Keeping this number handy saves you from digging through old mail every time something comes up.
Shellpoint Mortgage Customer Service Hours
Shellpoint’s phone lines are open Monday through Friday, from 8 a.m. to 9 p.m. Eastern Time. On Saturday, hours shrink to 10 a.m. until 2 p.m. Eastern Time. The lines stay closed on Sunday, so plan your call around that window.
Monday tends to have the longest wait times because weekend voicemails and messages pile up. If you can, try calling midweek instead for a shorter hold. Many borrowers also find that calling right when the lines open gives them a shorter line than calling in the afternoon.
Other Shellpoint Mortgage Numbers You May Need
The main line is not the only number this servicer uses. If you already saved the main customer service line, good, but a few other lines can save you time depending on your issue. Here is a quick table with each number and what it handles.
| Department | Phone Number | Best For |
| Customer Service | 1-800-365-7107 | Payments, account help, general questions |
| General Information | 1-866-221-6792 | Company info, non-account questions |
| Fax | 1-866-467-1184 | Sending documents |
| Insurance Department | Call main line, ask to transfer | Escrow, claims, policy updates |
Keep this table saved somewhere you can find it fast, like a note on your phone. Picking the right number the first time means fewer transfers and less time explaining your issue twice.
General Information Number
If your question is not about your loan account, call 1-866-221-6792 instead. This line handles general company questions and is not meant for payment issues. Use the main customer service number for anything tied to your specific account.
This number works well if you are checking basic facts about the company itself, rather than something tied to your loan file. It also helps if you are a real estate agent or attorney trying to confirm servicer details before a closing.
Fax Number
Some documents still need a fax instead of email. Shellpoint’s fax number is 1-866-467-1184. Always write your loan number on the cover page so the fax lands in the right file.
A missing loan number is one of the most common reasons faxed documents get delayed or lost, so double check this before you send anything. Keep your fax confirmation page too, since it proves the date and time you sent the paperwork.
Insurance Department Number
Homeowners insurance and escrow issues go through a separate team inside Shellpoint. Call customer service and ask to be transferred to the insurance department. Have your policy number ready before you call.
If your insurance company changed recently, mention that right away so the representative can update your escrow records without extra back and forth. This avoids duplicate charges or a lapse in coverage that could trigger force-placed insurance on your account.
Spanish / Multilingual Support Line
Shellpoint offers help in other languages, including Spanish. Call the main number and ask for an interpreter once the automated system answers. A translator joins the call to help with your loan questions.
This service is free and does not require you to schedule anything ahead of time. Just ask for an interpreter as soon as a representative picks up.
What Information to Have Ready Before You Call
Before you dial the Shellpoint Mortgage Phone Number, gather a few details first. This speeds up the call and cuts down on transfers between departments.
- Your loan number
- Your Social Security number
- The property address on the loan
- A copy of your most recent billing statement
Having these ready means the representative can pull up your account right away instead of asking you to call back. It also protects you, since a real representative will always ask for this information to confirm your identity before discussing account details.
Automated Phone System vs Talking to a Live Representative
Once you dial the main number, an automated menu answers first. It asks you to enter your loan number or press options based on your reason for calling. This part can feel slow, but it does sort your call to the right team.
To skip ahead faster, listen for the option that mentions a representative, or press 0 if the system allows it. Some menus repeat the choices twice before connecting you. Stay on the line even if it feels long, since hanging up just means starting over from the beginning.
Many callers give up too early and hang up during the second round of options. That single choice often adds an extra ten minutes to the whole process, since the call has to start over from the greeting.
If the system asks you to confirm your loan number by voice or keypad, take your time entering it correctly. A single wrong digit can route your call to the wrong department and add several more minutes to your wait.
Best Time to Call to Avoid Long Hold Times
Timing your call right can cut your wait quite a bit. Tuesday through Thursday, mid-morning, usually runs shorter than Monday. Avoid the lunch window between noon and 1 p.m. Eastern Time, since call volume spikes then.
Early morning, right after the lines open, is another good window. If you can skip Monday entirely, do it. That single day carries the heaviest call volume of the week, since it collects every question and problem from the weekend.
Saturday mornings can also work well if your issue is not urgent, since fewer people call in on weekends compared to weekday afternoons.
Other Ways to Contact Shellpoint Mortgage
Not every question needs a phone call. Shellpoint offers a few other ways to reach their team if you prefer written communication or want a paper trail. For a full breakdown of payments, escrow, and account setup, our complete Shellpoint Mortgage guide covers every option in one place.
Choosing the right contact method often depends on how urgent your issue is and whether you need a written record for your files.
Email Support
You can email Shellpoint at loanservicing@shellpointmtg.com for account questions or document requests. Include your loan number and a clear description of what you need. Replies usually take a few business days, so use the phone line for anything urgent.
Keep a copy of any email you send, along with the date, in case you need to reference it later during a dispute or complaint. Attach scanned documents instead of photos when possible, since scans are easier for the servicer to file correctly.
Live Chat
Shellpoint’s website has a chat option once you sign into your account. Click Account Details and look for the chat icon on the screen. If your old password stopped working after your loan transferred, our Shellpoint Mortgage login guide walks through fixing that first.
Chat hours match the phone hours, Monday through Friday and Saturday mornings, so plan accordingly if you prefer typing over talking. Chat transcripts are usually saved to your account, which gives you a written record without asking for one.
Mailing / Payment Address
For general payments, mail your check to Shellpoint Mortgage Servicing, PO Box 740039, Cincinnati, OH 45274-0039. For written loan questions, use PO Box 10826, Greenville, SC 29603-0826 instead. Always write your loan number on anything you send by mail.
Mailed payments can take several days to post, so plan ahead if your due date is close and you want to avoid a late fee. If your payment is time sensitive, consider paying online or by phone instead of relying on the mail.
How to Request a Payoff Quote by Phone
To request a Shellpoint payoff quote, call 1-800-365-7107 and ask for the payoff department. You can also log into your online account and request the letter there. The payoff letter shows your exact balance, including interest through a set date.
Give the representative a few business days to mail or email the letter. If you are closing soon, ask for a rush request so the numbers stay accurate on closing day.
Double check the expiration date printed on the payoff letter, since paying even a few days late can leave a small balance still owed on the loan. Share this letter with your title company early so nothing holds up your closing date.
Struggling to Pay? Contact Your Loss Mitigation Specialist (SPOC)
If you are behind on payments, Shellpoint assigns you a single point of contact, often called a SPOC. This person is a trained specialist who reviews your situation and explains your options. They can be reached by phone or email throughout the loss mitigation process.
Call customer service and ask to be connected to loss mitigation. Do this before you miss a payment if you can, since early contact opens up more options. Waiting too long can limit what the SPOC is able to offer you.
Your SPOC will also walk you through any paperwork you need to submit, so ask them to explain each form before you sign or send anything back. Write down their direct line and email once you get it, since this saves you from repeating your story to a new person each time you call.
Is This Shellpoint Mortgage Phone Number Legit?
Yes, 1-800-365-7107 is the official Shellpoint Mortgage Phone Number listed on their website and on mailed statements. Scam calls sometimes copy real company names, so always match any number against your billing statement before sharing details. Never give your Social Security number to a number you found through a random text or email link.
If a caller pressures you to pay right away through gift cards or wire transfer, hang up. Shellpoint will never ask for payment that way. Call the verified number back yourself instead of trusting an incoming call.
When in doubt, hang up and dial the number printed on your official mortgage statement. This small step protects you from most phone scams targeting homeowners today.
How to File a Complaint Against Shellpoint Mortgage
Start by calling customer service and asking for a supervisor if your issue is not resolved. Keep notes on who you spoke with and when. If the call does not fix things, file a written complaint through their contact form or by mail.
For unresolved problems, you can also file with the Consumer Financial Protection Bureau at consumerfinance.gov. This creates an official record and often speeds up a response. Keep copies of every letter and email you send during the process. Note the date you filed and check back for updates, since most complaints get a response within a few weeks.
For more help understanding how Shellpoint handles accounts overall, reach out anytime at james@allthings-mortgage.com. A clear paper trail makes any complaint move faster, so save dates, names, and reference numbers as you go.
Conclusion
You came here looking for one clear answer, and now you have the full Shellpoint Mortgage Phone Number list along with backup numbers, hours, and safety tips. You know when to call, what to have ready, and how to skip past the automated menu faster. Whether you need a payoff quote, insurance help, or just want to talk to a real person, every number and step is covered above. Save this guide so you never have to search for that number again
Frequently Asked Questions
What is the Shellpoint Mortgage Phone Number for customer service?
The Shellpoint Mortgage Phone Number for customer service is 1-800-365-7107. This line is open Monday through Friday from 8 a.m. to 9 p.m. Eastern Time, and Saturday from 10 a.m. to 2 p.m. Eastern Time. Use it for payments, account questions, and general loan support.
Are Newrez and Shellpoint Mortgage Servicing the same company?
Newrez and Shellpoint Mortgage Servicing are connected. Shellpoint operates as a division of Newrez, LLC, and both share the same NMLS ID, 3013. Shellpoint handles the day-to-day servicing work, while Newrez is the parent company behind it.
What company owns Shellpoint Mortgage?
Shellpoint Mortgage Servicing is owned by Newrez, LLC, a large non-bank mortgage company. Newrez uses Shellpoint to manage servicing tasks like collecting payments and handling escrow. This setup is common among large mortgage companies today.
My loan just transferred to Shellpoint. What number do I call?
Call 1-800-365-7107 to confirm your loan transferred correctly and to set up your online account. Ask about your first payment date and whether your due date changed. This call also confirms your escrow account moved over without errors.
How long is the average hold time when calling Shellpoint?
Average hold times run close to seven to nine minutes, based on reported call data. Mondays tend to run longer, while calling midweek usually cuts the wait. Have your loan number ready so the call moves faster once you connect.
