Frequently asked questions
Quick answers to common questions. Still can’t find the answers you are looking for? Download our transfer documentation or contact us.
Why was my mortgage transferred?
Mortgage transfers are a common practice between servicers and happen frequently (usually in large bundles) for a vast majority of business reasons. The loan transfer is not in any way a reflection of you as a consumer.
Who is Mr. Cooper®?
Mr. Cooper® is the name of a mortgage company that resides in Dallas, Texas. Mr. Cooper® purchases and services mortgages nationwide. Mr. Cooper® has purchased your loan and has engaged ServiceMac to provide servicing of your loan. This includes taking payments and answering any questions you may have about your loan.
Who is ServiceMac?
ServiceMac continues to be the servicer of your loan, providing quality customer servicing. This includes helping you with your payments, escrows and other services you may need.
Why do I need to re-register?
We wanted to make sure our borrowers got a new wonderful experience with an exciting new dashboard. In order to give you this great new experience it does require new registration.
What has changed about my mortgage?
Only your login information servicer of record. All aspects of your mortgage remain the same.
When can I set up my online account?
Starting on your transfer date, you’ll be able to register with us online. Registering will allow you to take advantage of our many online features. If we have your email on file, we’ll send you an email on or shortly after your transfer date with instructions on how to register. It may take a few days for your information to update in your account.
My next payment is due on or shortly after the transfer date. How do I avoid any late fees?
Although your prior servicer will likely send you a statement for this payment, as of your transfer date ServiceMac will be able to collect this payment (which will make the transfer process go smoother). If you are worried about your next payment, you can be assured that during the first 2 months after your transfer, we will not charge late fees or send negative credit reports to credit bureaus for missed or late payments. So, if your next payment is due on or shortly after the transfer date, you are protected from late fees and negative reporting even if it takes time to set up your account and make your payment.
I made a payment to my prior servicer. What will happen to that payment?
Good news—your prior servicer will forward the payment to ServiceMac. If you sent a check, the timeline is dependent on the postal service, but you can easily check your payment history with us once you register online. Keep in mind, it can sometimes take up to 4 weeks for us to receive the check from your prior servicer. About three weeks after your transfer, we’ll also reach out to confirm the status of any payments we’re still missing.
When and how do I make my next payment?
After your transfer date, you can register for an account and make payments online. Other ways to pay include check, Bill Pay, money order, wire transfer, ACH, and payment over the phone. As a reminder, we will not charge late fees or send negative credit reports during the first 2 months after your transfer.
Will I get a new ServiceMac loan number?
When the servicing transfer goes effective 09/01/2023 your loan number will not change
I currently paid via ACH and/or autopay. Do I need to re-enroll in ACH/Autopay?
No, you do not need to re-register for ACH or autopay; your preferences have been saved.
I'm currently set up to receive electronic billing statements. Will I continue to receive these?
Yes, you will continue to receive electronic billing statements. You do not need to re-register for electronic billing statements.
I pay through money order or check, where should I send my payments?
Re-registering does not impact any payments. You should send money orders and checks to the same address as for previous payments with ServiceMac.
Where should I send Bill Pay payments?
PO BOX 105178 Atlanta, GA 30354
If I have an escrow account, will it transfer?
If you have an escrow account for your tax payments and/or insurance premiums, the account will transfer over to us. We will continue collecting these funds and making the payments on your behalf.