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Resources to help manage your new Chase mortgage account

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Welcome to Chase

We're glad you're our customer

We want to make this transition as smooth as possible for you, so we've created this one-stop resource center to help you manage your new account with us. Below you'll find information on how to manage your mortgage, ways to pay your mortgage, your escrow account and answers to some of your most common questions.

Key dates

We look forward to providing our loan services to you

July 16th

The last day

This is the last day you'll have access to your Shellpoint account. (Please print or save your loan information or documents by this date.)

July 17th

Mortgage transfer

The servicing of your Shellpoint mortgage will be transferred to Chase on this date.

July 22nd

Live on chase.com

The day you'll be able to access your account on chase.com.

Ways to pay your mortgage

Chase branch, by mail or by phone

If you make your payment at a Chase branch, by mail, or by phone, your payment will automatically post.

We won't charge you a late fee for this delay or report your payment as being late to the credit reporting agencies.

Automatic mortgage payments

After July 26th you can set up automatic payments with us at Chase.com/FlexPay. Choose from our flexible options (monthly, twice a month or every 2 weeks) or call us for assistance at 1-800-955-8071.

Payments made to your previous mortgage servicer

If Shellpoint receives your next payment on or shortly after July 22nd, they'll forward it to us. We won't charge you a late fee for this delay or report your payment as being late to the credit reporting agencies.

Make sure your future payments go to Chase.

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Manage your mortgage

Sign in or sign up at chase.com/MyMortgage to see your account after July 26th

Manage Chase alerts

Choose the alerts you find helpful to manage your account.

Go paperless

Switch to paperless statements with a worry-free statement reminder.

Learn about escrow

We're here to help you understand your escrow account.

Chase Mobile^®

Download the free Chase Mobile^® app to get access to your account.

Already with Chase?

Use your existing username and password.

Schedule your payment

You can set up automatic mortgage payments.

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Escrow

If you have an escrow account for tax and/or insurance payments, your account will transfer to us. We'll manage your account by making your tax and/or insurance payments for you.

We may conduct your Annual Escrow Analysis at a different time of the year than the analysis previously provided by Shellpoint. Please be assured that we'll let you know about any changes to your escrow account.

Go to chase.com/escrow to find out when to expect your annual analysis.

Answers to your most common questions

What's happening?

On July 22, 2019, Chase is taking over servicing of your mortgage loan. That means we’ll process your payments.

Why is the servicing of my loan being transferred to Chase?

Shellpoint chose to sell the servicing of your loan to us, which is a common practice in the mortgage industry. We’re happy to have you as a customer and are looking forward to providing you with best-in-class service. We’ll work to make this transition as seamless as possible for you.

Is my loan number changing?

Yes, we’ve given you a Chase loan number. It’s shown in the box at the top of the first page of the letter we recently mailed you.

Are the terms of my loan changing?

No, this doesn’t affect the terms, such as interest rate and length of your loan. It does affect who processes your payments.

Where can I find information about refinancing my mortgage?

We have a number of refinance options and special programs available. Go to chase.com/refinance to learn more.

Payments

When should I start making my mortgage payments to Chase?

Please start making your payments to us beginning July 22nd.

What if I’ve scheduled payments with Shellpoint after July 22nd?

Shellpoint will cancel any payment to be made on or after July 22nd if it was scheduled with a Shellpoint agent over the phone or at www.shellpointmtg.com. You’ll be able to schedule future payments at chase.com/WaysToPay or by using our mobile app beginning July 26th.

What if I've already mailed my payment to Shellpoint?

Shellpoint will forward to us any payment it receives on or after July 22nd.

Will I be charged any late fees if my payment is delayed because of this transfer?

No, we want to be sure this is easy for you, so we won't treat your payment as late or charge late fees on any payment that Shellpoint receives (and forwards to us) through September 20, 2019. For a guide to mortgage benefits, fees and costs, go to chase.com/HomeLendingFees.

Online and mobile access

When can I see my loan or make a payment at chase.com?

You can see your account and make a payment online or on our mobile app starting July 26th. Customers who already use chase.com for any account can enter the same User ID and Password. New customers can sign up online at chase.com in a few easy steps or text MOBILE to 24273 (Chase) to download the mobile app.

It can also be downloaded through your smartphone's app store or at chase.com/mobile.

When can I see my loan or make a payment using the Chase Mobile app?

You can see your account and make a payment using our mobile app starting July 26th. For security purposes, you must be enrolled in Chase Online® to access account information and make payments through the app. Customers who already use chase.com for any account can enter the same User ID and Password. New customers can sign up online at chase.com in a few easy steps.

Can I continue to access my loan at www.shellpointmtg.com?

No, not after July 21st. We recommend that you print or save any information or documents you think you may need by July 21st.

Where can I learn more about managing my loan online?

Go to chase.com/MyMortgage.

Loan and year-end tax statements

When will I receive my first loan statement from Chase?

We’ll send you monthly statements beginning next month. We’ll include information to walk you through your statement and will include our privacy notice.

Do you offer paperless statements?

Absolutely, you can enroll in paperless statements at chase.com/GoPaperless or by using our mobile app beginning July 26th. You’ll receive an email reminder each month when your statement is ready online.

How will this change affect my tax statements?

You’ll receive year-end tax statements (IRS Form 1098) for 2019 from both Shellpoint and us. Shellpoint's statement will show the mortgage interest and taxes paid while they serviced your loan (January 1 through July 21st). Our statement will show this information from July 22nd through the end of the year.

Escrow

I have an escrow account. Will it transfer to Chase?

Yes, we’ll automatically transfer your escrow account to pay your taxes and/or homeowners insurance.

I don’t have an escrow account. Am I required to have one?

Escrow accounts are only required for certain mortgages. If you don’t have an escrow account, you must pay your taxes and/or homeowners insurance by their due dates. We can help you set up an escrow account, if you want one, and make your tax and/or insurance payments for you.

How do I send updated insurance policy information to Chase?

Typically your insurance policy information is provided to us from your former loan servicer. If you have changed insurance companies or have a different policy, you can send the information, along with your name, address and loan number to the address below:

Mail:
JPMorgan Chase Bank, N.A.
P.O. Box 47020
Atlanta, GA 30362-7020
Fax: 1-678-475-8799

Authorization to release information to a third party

If you're authorizing a third party to access information on your account, download the Authorization to Furnish and Release Information form (PDF) and mail or fax to the address listed.

Contact us

Chase Customer Service Center

1-800-955-8071 (toll-free)

Mon-Fri: 8 AM to midnight ET
Sat: 8 AM to 8 PM ET
Sun: Closed

We accept operator relay calls.

If you’re deaf, hard of hearing, or have a speech disability, call 711 for assistance.