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Frequently Asked Questions About Payments

March 10, 2020

We distributed a survey to customers that uncovered questions people have about payments. We've answered some of your most frequently asked payment questions below. Feel free to contact us anytime at [email protected] with any further questions.

Online Payments/Account Management (through Customer CareNet)

1.    Where do I go to pay my mortgage online? 
You have two choices. You may visit www.servsol.com and click on the green “Access Your Account” button at the top of the page or click on the green “Customer CareNet” button on the left side of the page. Or you can go directly to the Customer CareNet (CCN) site by visiting https://servsol.customercarenet.com/ccn/servsol/mymortgage.html. Once there, you can click on “Payments.” A drop-down menu will appear. Click on “Make a Payment.”

2.    How can I access my payment history?
You may view up to 24 months of your payment history. Go to the “My Loans” tab, and then select “Loan Activity” from the drop-down menu. 

3.    What is an amortization schedule and is it available online?
An amortization schedule (sometimes called amortization table) is a table detailing each periodic payment on an amortizing loan. Each repayment for an amortized loan will contain both an interest payment and payment towards the principal balance, which varies for each pay period. An amortization schedule helps indicate the specific amount that will be paid towards each, along with the interest and principal paid to date, and the remaining principal balance after each pay period.

In CCN, an amortization schedule is available by selecting the “My Loans” tab. Then select the amortization option from the drop-down menu. 

4.    Are pending payments visible? Where can I find them? 
Yes. On the same day you schedule a payment, you will receive an email confirmation that a payment has been scheduled. That email will include borrower(s) name and address, amount of scheduled payment, confirmation number, and effective date of the scheduled payment.

You will also see a message in the “Make a Payment” tab that shows your payment as pending until it is applied. 

5.    How can I tell if I'm enrolled for autodraft?
Go to "Payments" and select "Auto Drafts" from the drop-down menu. If you are enrolled, you will see information including your next payment effective date, draft date, bank account and routing numbers, and total amount of the draft. 

Other Payment Questions

1.    If I’m mailing my payment, do I need to include my loan number on my check?
Yes. To ensure the accuracy of posting, ServiSolutions requests that you provide your complete loan number on the memo section of your check, bill payment remittances, and/or money order. 

2.    When can payments be made online or over the phone?

  • Paying online using CCN
    • Due to daily maintenance, the online payment portal is not available between the hours of 9 p.m. and midnight CT.
    • One-time online payments must be made by 9 p.m. CT to receive same day posting. 
  • Paying by phone
    • Automated phone system payments can be made 24 hours a day, 7 days a week. 
    • Agent-assisted payments can be made 8 a.m.-5 p.m. CT.
    • Both automated phone system payments & one-time draft agent assisted payments must be made by 5 p.m. CT to receive same day posting or they will be credited the following business day. 

3.    How can I cancel a payment?
After a payment is submitted, it may only be cancelled by contacting Customer Service at our toll-free number 1-866-339-2432, Monday-Friday from 8 a.m-5 p.m. CT. You must call at least one full business day prior to the scheduled payment draft date. 

4.    When do I receive my billing statement? 
For customers who are current, our billing statements generate on what is termed a “billing and receipt mode.” That means each time you make a payment, the system is triggered to send you an updated statement. This ensures that billing statements for the next payment due date are remitted in a timely manner.