Why the change?

FirstBank Mortgage is passionate about helping others get to a better place. We're honored to have earned your trust as a homebuyer, and we are committed to serving you for the life of your mortgage and beyond. To build on our commitment to you, we're excited to upgrade your day-to-day homeownership experience with our new and enhanced servicing center!

What does a loan servicer do?

In general, you can expect a loan servicer to:

• Send monthly mortgage statements.
• Apply your mortgage payments in a timely manner.
• Manage your escrow account, if you have one—including paying your tax and/or insurance bills on your behalf when they are due and reviewing your account at least annually.
• Provide year-end statements such as the 1098 Mortgage Interest Statement each year.

But to us, servicing means so much more. We'll go the extra mile to keep you happy and help you achieve your homeownership goals for the life of your mortgage and beyond. We are happy to serve you!

Starting in October, you will need to:

• Contact our new servicing with inquiries regarding your loan. After September 29, our prior servicing center will no longer be able to access your loan, collect your payments, or otherwise assist with your loan.
  
  
• Set up your new online account beginning October 8: See Getting Started Online FAQs below for details and step-by-step instructions, and click here to sign up beginning October 8.
  
  
• Begin using our New Ways to Pay.
  
  
• If you have autodrafts set up with our prior servicing center, click here for important information about the timing of your October payment.
  
  
• If you use a third-party bill pay service such as your bank, update your payment settings to ensure we receive your payments on time. Beginning October 1, payments should be sent to: 

FirstBank Mortgage
PO Box 660217
Dallas, TX 75266-0217

• Confirm your contact preferences are up to date.

Will my autopay continue after the transfer, or do I need to set it up again?

It depends on the type of automatic payments: 

• Monthly automatic payments (meaning one ACH draft per month) will continue with our new servicing center. You may have received a SMS or email from Shellpoint about your automatic payments being stopped -- please know they are transferring to our new servicing center, and you don't need to do anything. If your payment would normally draft between your transfer date* and October 7, expect your October payment to draft on October 8. It will not be considered late. In general, you will be able to these payments in your payment history the next business day.
  *Your transfer date is either October 1 or October 2. To confirm your transfer date, please check the email notices and/or letter that have been sent to you.
  
  
• Biweekly and semimonthly payments will be cancelled by Shellpoint as your loan transfers. To set up biweekly drafts with our new servicing center, call 866.935.9688 beginning October 8. We're happy to help! Important: Until your automatic payments are active with our new servicing center, you need to make one-time payments online, by phone, or by mail. See New Ways to Pay for details.

Will my monthly autopay schedule change?

While your October payment may draft later than usual due to the transfer (see above), your existing automatic payment schedule will not change after the transfer. Normal draft schedules will resume beginning October 8, so expect your November payment to draft on the day of the month you selected for your monthly payments. 

How can I review and change my automatic payment settings after the transfer?

Beginning October 8, you can log into your new online account to confirm or update your autopay settings. If you prefer to do this by phone, your new support team will be happy to help—please call 866.935.9688.

When and how can I access my mortgage online?

You can set up your new online account beginning October 8. Our secure and easy-to-use website provides 24/7 access to your mortgage, wherever you go.

You can see your loan number, review complete details of your loan, set up and manage automatic payments (recurring monthly or biweekly ACH drafts), quickly make or schedule one-time payments, access future statements and other documents, opt in for paperless statements, see your payment history, review escrow account activity, message with our team members, and more!

Here’s how to get started:

1. Click here.
2. Click Register Your Account.
3. Enter your last name, SSN and email address, and click next.
4. Verify your information.
5. Click the links to view our user terms and privacy policy.
6. Gain 24/7 access!

Do I need my loan number to set up my online account?

No, in most cases you will not need your loan number to create your new online account. You will will be prompted to provide your last name, SSN, and email address. If you need assistance registering your account on our new website or app, your new support team will be happy to help. Call 866.935.9688. 

I am having trouble registering. Who can help?

We are happy to help! Please call 866.935.9688.

First, make sure the internet browser you are using is compatible. The following browsers provide the best experience:

• Microsoft Edge
• Firefox Version 27 or higher
• Chrome Version 38 or higher
• Safari – Desktop Version 7 and higher
• Safari – Mobile Version 5 and higher

What should I do the first time I log into my account?

Once you’re logged into your account, you can:

• Confirm your communication preferences. Go to My Loan, then the Loan information section to see your mailing address, email address, and phone numbers. To update your preferences, click Edit.
• Explore our online payment options. Go to Payment to make or schedule payments, check existing autopay settings, or set up Autopay (recurring monthly ACH drafts).
• Find your Document Library, where you’ll be able to see future billing statements and more. Click or tap Documents.
• Enroll for Electronic Statements to stop receiving paper copies of your statements by mail. You will receive an email from us each time a new statement is available online via our website and app. To opt in, log in and go to Documents and then scroll to the Manage Delivery Preferences section.
• Explore ways to own your home sooner. Go to Education & Goals.
• See an overview of your loan, including balance, interest rate, payoff date, and more. Go to My Loan in the main menu.

Can I still access my old online account?

After September 30, 2026, you should have limited access to your prior online account for one year to view past billing statements and other loan documents sent by our prior servicing center.

Beginning October 8, you will need to set up your account on our new website or app in order to: make or schedule online payments; view up-to-date loan information such as your balance, payment history, and escrow account information; access new billing statements; and otherwise manage your mortgage.

Will my escrow account transfer?

Yes. Beginning in October, we will pay your tax and/or insurance bills from your escrow account on your behalf when they are due. 

As your mortgage servicer, we will review your account at least annually and inform you of any necessary changes to your payment in the event your tax and/or insurance expenses change.

Beginning October 8, you will be able to view your up-to-date escrow account details on our secure website and app anytime.

Do I need to tell my insurance company about the transfer?

Your insurance company will be notified to update the mortgagee clause in your policy to the address below. The mortgagee clause lets your insurance provider know where to send premium notices, bills, funds in the event of a claim, etc.

I just received a property tax bill and have an escrow account. What do I do next?

Simply mail or fax your tax bill to the address below and include your loan number on the bill.

I am behind on my mortgage payments. What should I expect after the transfer?

If you are experiencing financial hardship, we’re here to help. Here’s a summary of what to expect beginning on your transfer date:

• Once your loan has fully transferred, our Homeowner Assistance Team will gain full access to assist with and answer questions regarding your loan status.
  
  
• Soon after your transfer date, we may mail a Validation of Debt letter to your mailing address on file. We are required by law to mail this letter, which will include the amount owed on your loan.
  
  
• In mid-October, a member of our Homeowner Assistance Team will call you by phone to welcome you and discuss mortgage assistance options available, if applicable. If you are already on or have applied for mortgage assistance, we will review the status of your application and details with you.
  
  
• Your first billing statement from our new servicing center will be mailed and available to you online before your October payment due date.

We are eager to be a resource for you. Please contact us after your transfer date and any time you have questions moving forward.

I was about to apply for mortgage assistance. Should I wait until after the transfer?

No, you do not need to wait to apply for mortgage assistance due to your loan transferring to our new servicing center. If you submit an application in September, your application will be transferred to us effective October 1.

I already started an application for mortgage assistance. Will I need to start over?

No. If you are already in the process of applying for mortgage assistance with our prior servicing center, you will not need to reapply once your loan transfers. We will contact you in October to welcome you and review the details of your application.

If you need to send documents or have questions about the status of your application, please contact our Homeowner Assistance Team beginning October 10. This will allow time for us to verify your loan and application details.

Will my current mortgage assistance plan change when my loan transfers?

If you have already been approved for or are on an active plan – such as a forbearance (including pandemic or natural disaster forbearance), repayment plan, or loan modification trial – the terms will not change due to the transfer. We will contact you to talk about next steps.

Who can I contact after my loan transfers?

If you have questions connected to your financial hardship and mortgage, please reach out to our Homeowner Assistance Team at 866.953.4574. We look forward to supporting you.