Frequently Asked Questions

You can view and download many of your mortgage-related documents through our homeowner website. Sign in to your online account and click on Account Details to go to your dashboard. Click on Mortgage Assistance, and select the Available Documents tab. From the list displayed, click on the document of your choice to open, read, download, or print.

To request a document that isn’t shown in your list of available documents, sign in to your online account and click on Account Details to go to your dashboard. To request a document that isn’t shown in your list of available documents, click Help and Contact Us, then choose Website or IVR Assistance 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.

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. But these Forms are usually available through our website a few days before we mail them.

To view or download your Form 1098 or 1099, Sign in to your online account and click on Account Details to go to your dashboard. Click on Statements and choose the 1098 Yearly or 1099 Yearly option.

After you’ve signed in to 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.

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

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

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

To add an authorized user to your GMFS, serviced by Shellpoint 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 Account Details to go to your dashboard. Click Contact Us. Under Upload document, click choose file and upload a letter providing a detailed description of the person you want to add, Including the person’s first name, last name, phone number, and mailing address. Explain the reason you want to add that person to your account, and make sure you have a hand signature at the bottom of your letter. Then click submit. You can also mail it to PO Box 10826 Greenville SC 29603, or fax to 866-467-1137.

Sign in to your online account and click on Account Details to go to your dashboard.

Click on Statements and then click on Monthly to view and download statements by month. 

Sign in to your online account and click on Account Details to go to your dashboard.

Click on Payments and click on Payment History to view all transactions.

If you have forgotten your username, you can reset it. Visit our step-by-step guide on how to set up your account.

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. Visit our step-by-step guide on how to set up 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.

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.

An escrow account is a type of savings (or “holding”) account that we manage for you. We deposit part of every mortgage payment you make into your escrow account. We do that to cover the estimated cost of your property taxes, homeowner’s insurance premiums, private mortgage insurance (PMI), and other fees (as permitted in your mortgage contract). When you have an escrow account, we pay those bills for you out of the funds in your account.

Possibly. You can ask us to remove your escrow account, but you need to do that in writing. Sign in to your online account and click on Account Details to go to your dashboard.

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. For some loans, an escrow account is required and cannot be removed.

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.

If you live in:	We analyze your escrow account in:
FL, ID, KS, MO, NH, OK	January
MD, NC, SC, TX, WI	February
LA, MI, ND, TN	March
AL, HI, MS, NY	April
CA, CO, Guam	May
GA, VT, WY	June
KY, NM, WY	July
OH, PR, RI	August
AK, AR, CT, MA, ME, NV	September
DE, DC, IL, NE, PA, WV	October
IA, IN, MN, NJ, SD	November
AZ, MT, OR, UT, WA	December

 

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 Account Details 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.

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 Account Details 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 Details and select Email Address to update your email address. 

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

You can find our current fees in our Fee Schedule.

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.

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.

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 866-392-1860.

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.

Your mortgage payment is made up of several parts:

• Principal. The amount you borrowed to buy your property. This part of your payment goes to pay down your loan balance (how much of the principal you owe to your lender).
• Interest. The percentage of the principal amount that you pay over the life of the loan to your lender. It’s the fee your lender charges for lending you money.
• Tax. The property tax you pay to your local government. If your mortgage has an escrow account, your mortgage payment includes a portion of the total tax amount you’ll owe when your next tax bill comes due. If you have an escrow account, we pay your tax bill for you. If not, we don’t include property tax in your mortgage payment, and you pay it yourself.
• Insurance. Your homeowner’s (or “hazard”) insurance. It’s an insurance policy you pay for that protects your home and its contents from fire, theft, liability, and other losses. If your mortgage has an escrow account, your mortgage payment includes a portion of the insurance premium you’ll owe when your next tax bill comes due. If your mortgage has an escrow account, we pay your insurance bill for you. If not, we don’t include insurance costs in your mortgage payment, and you pay them yourself.
• Other fees. Depending on your local and state laws, your payment could include other fees or costs, such as homeowners association (HOA) dues, water/sewer assessment fees, and others.

To see the exact makeup of your mortgage payment, Sign in to your online account and click on Account Details to go to your dashboard.

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 Account Details to go to your dashboard. Then click on Payments and then click on Schedule a Recurring Payment
• To set up biweekly or semi-monthly payments, use our Biweekly or Semi-Monthly 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 GMFS, serviced by Shellpoint. 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 Account Details 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 866-392-1860.
• 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 Shellpoint loan number on your check or money order.

Sign in to your online account and click on Account Details 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.

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 Account Details 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 Account Details to go to your dashboard. Click on Payments and then click on Request Payoff and choose Formal Payoff Quote to request a payoff.

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.

Sign in to your online account and click on Account Details 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 866-392-1860 and ask to speak with one of our representatives. We’re available 8 a.m. to 9 p.m. Monday - Friday and on Saturday from 10 a.m. - 2 p.m ET.

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:

GMFS Mortgage LLC, serviced by Shellpoint 
75 Beattie Place, Suite LL202
Greenville, SC 29601

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 866-392-1860 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-day payments 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 autodraft payments 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 866-392-1860, Mon. – Fri. 8 a.m. – 9 p.m.; Sat. 10 a.m. – 2 p.m. ET.
• For any other 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 Account Details 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 866-392-1860. (Mon. – Fri. 8 a.m. – 9 p.m.; Sat. 10 a.m. – 2 p.m. ET.). Tell the representative you want to cancel a scheduled payment.

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:

GMFS Mortgage LLC, serviced by Shellpoint 
PO Box 60535
City of Industry, CA 91716-0535

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: GMFS MORTGAGE LLC, SERVICED BY SHELLPOINT MORTGAGE SERVICING CONSOLIDATED DEPOSIT ACCOUNT

Memo: (Please list your loan number here.)

PMI is an insurance policy that protects your lender from financial loss if you stop making your mortgage payments. Note: PMI insures only your lender against loss; it does not make mortgage payments for you if you’re injured or unemployed.

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 Account Details 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.

Conventional fixed-rate loans may qualify for recast. A recast may be available for loans that are owned by the Federal National Mortgage Association (“Fannie Mae”), Federal Home Loan Mortgage Corporation (“Freddie Mac”), and other select investors. Adjustable-rate (“ARM”) loans may qualify as long as they are not currently in an interest-only period, and not Government-insured loans such as FHA, VA, and USDA.

 Loans carrying Private Mortgage Insurance can be considered eligible for recast. Please note PMI will not automatically cancel during the recast. A formal request to cancel PMI will need to be submitted.

Your request for recast may be submitted in writing by faxing it to 866-467-1137 or mail to:

GMFS Mortgage LLC, serviced by Shellpoint

Attn: Loan Servicing

P.O. Box 10826

Greenville, SC 29603-0826

You can also visit our website at gmfsservicing.com to submit a request. You can also request a recast by contacting Customer Service at 866-392-1860.

A recast is a simple procedure that lowers your monthly loan payments. However, if you want to change the term of your loan or convert an Adjustable-rate (ARM) to a fixed-rate, you will need to refinance your loan.

No, the interest rate will not change.

Generally, you will be required to submit a minimum of $5,000.00. This sum is called a principal curtailment.

GMFS Mortgage LLC, serviced by Shellpoint charges $250.00 to cover all administrative fees, if applicable, based on state guidelines. GMFS Mortgage LLC, serviced by Shellpoint will need to receive the payment prior to performing the recast, if applicable.

A recast will take around 60 days to finalize.

No. Escrow accounts are only affected by changes in tax rates or insurance premiums.

Recast requests can be made in writing and faxed to 866-467-1137 or by contacting Customer Service at 866-392-1860. You will need to sign a Recast Authorization Form and return it to GMFS Mortgage LLC, serviced by Shellpoint with your principal curtailment payment of at least $5,000.00. This payment can be made via bank wire, by check, on our website  gmfsservicing.com, or over the phone with a Customer Service representative. Please see below for additional payment instructions.

You may send your request to:

GMFS Mortgage LLC, serviced by Shellpoint

Attn: Loan Servicing

P.O. Box 10826

Greenville, SC 29603-0826

If you have any further questions or concerns regarding eligibility or the process for recasting your loan, please contact our Customer Service department at 866-392-1860.

Probably not. If your loan has an escrow account, you do not need to send us the bill. We receive an electronic version of your bill, and we pay it for you—before the due date.

The only exception is if you get a delinquent, corrected, or supplemental tax bill. We’ll also pay that bill from your escrow account, but you need to send us a copy of it. Either scan the bill or take a good-quality photo and upload it through the Contact Us page in your online account. Sign in to your online account and click on Account Details to go to your dashboard. Click on Help, click on Contact Us, and choose Escrow Payment or Analysis from the available options under What is your question about? In the Details field, provide a detailed description of the tax bill you received. Then click on the Choose file button to upload a scanned copy or a photo of the tax bill. After you select the document file, click on the Submit button.

Note: If your mortgage does not have an escrow account, you must pay all tax bills yourself.

Sign in to your online account and click on Account Details 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 Account Details 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.

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 866-392-1860.