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Why is my loan transferring?

NOVA Home Loans is honored to have earned your trust as a homebuyer — and we remain committed to providing the best possible experience at each step of your homeownership journey. 

We believe the level of service previously provided has fallen short of our commitment to you. After thoughtful consideration, thorough diligence and careful planning, we are launching the new and enhanced NOVA Home Loans servicing center to deliver the level of service and excellence you deserve. 

Our new servicing center, which is operated by our new subservicing partner Cornerstone Servicing, is powered by people who genuinely care about your homeownership experience, along with industry-leading technology built to streamline and simplify your day-to-day experience. We're ready for a smooth transition on June 1! Your new Customer Care team can hardly wait to welcome you.  

On behalf of the entire NOVA Home Loans team, THANK YOU for trusting us with your lending needs. We look forward to exceeding your expectations with our new servicing center.

What does a loan servicing center do?

In general, our loan servicing center handles routine activities such as:

• Sending monthly mortgage statements;
• Applying your payments to your loan in a timely manner;
• Administering your escrow account, if you have one—which includes paying your tax and/or insurance bills on your behalf when they are due and reviewing your escrow account at least annually to ensure the balance will cover your upcoming bills;
• Providing year-end statements such as the 1098 Mortgage Interest Statement each year; and,
• Ongoing customer service support. 

But to us, servicing means so much more. The new NOVA Home Loans servicing center will go the extra mile to support you and help you achieve your homeownership goals. We can't wait to serve you!

After your transfer date of June 1, 2026, you need to:

• Begin contacting the new NOVA Home Loans servicing center anytime you have questions or need support with your loan. Beginning June 1, our prior servicing center operated by Servbank will no longer be able to view up-to-date activity on your loan, collect your payments, or otherwise assist with ongoing activity on your loan.
  
  
• Set up your new online account via our new website beginning June 3: See Getting Started Online FAQs below for details and step-by-step instructions, and click here to register beginning June 3.
  
  
• Begin using our New Ways to Pay.
  
  
• If you set up monthly or biweekly automatic payments with our prior servicing center, please click here for important information.
  
  
• If you use a third-party bill pay service such as your bank, update your payment settings with our new servicing center's payments address to ensure we receive your payments on time. Beginning June 1, payments should be sent to: 

NOVA Home Loans
PO Box 660217
Dallas, TX 75266-0217

• Confirm your contact preferences are up to date.
  
  
• Prefer to be paperless? Enroll for electronic statements and communications online or by phone beginning June 3. 

Will my automatic payments continue after the servicing transfer, or do I need to set them up again?

If you enrolled for monthly or biweekly automatic payments with Servbank, your automatic payments WILL transfer to our new servicing center.

Note regarding the timing of June automatic payments:

• If your payment would normally draft between the 1st and 3rd day of each month, expect your June payment to draft by June 4. It will NOT be considered late. Then, your next draft will return to your normal scheduled draft day.
• If your payments are set to draft on or after June 4, expect your June payment to draft on schedule.
• After June 4, normal automatic payment schedules will resume.

Will my Autopay schedule change after the transfer?

Apart from some June automatic payments drafting slightly later than normal due to the transfer (see above), your automatic payment schedule will not change due to the transfer. Your payments will continue to draft on the day of the month you selected with our current servicing center. 

How can I confirm my automatic payment was received and applied to my loan?

In general, you can expect to see an automatic payment in the transaction history of your loan the business day after it is drafted. To view your transaction history beginning June 3, you can login to our new website, NOVA.MyLoanServicer.com, and go to Payment.

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

Beginning June 3, 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 866-992-3219.

When and how can I access my mortgage online?

You can set up your new online account beginning June 3. Our secure, easy-to-use, and mobile-friendly website provides 24/7 access to your loan, wherever you go.

You will be able to see your loan number, review your loan details, set up and manage monthly Autopay, make or schedule one-time payments, access statements and other documents sent to you after the transfer, opt in for electronic statements and other communications, check 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 new 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 866-992-3219. 

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.
• See an overview of your loan, including balance, interest rate, payoff date, and more. Go to My Loan in the main menu.
• Explore ways to own your home sooner. Go to Education & Goals.

I am having trouble registering. Who can help?

We are happy to help! Please call 866-992-3219. First, please ensure you are using a compatible internet browser. 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

Can I still access my old online account?

After May 31, 2026, you should have limited access to your prior online account for at least one year to view past billing statements and other loan documents sent by our prior servicing center.

Beginning June 3, you will need to set up your account on our new website 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 loan.

Will my escrow account transfer?

Yes. Effective June 1, 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 June 3, you will be able to log into our secure website to view your up-to-date escrow account details and activity 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 payments. What should I expect after the transfer?

If you are experiencing financial hardship, we’re here to help. Here’s what to expect:

• 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 you a required letter that provides the amount past due on your loan.
  
  
• In mid-June, a member of our Homeowner Assistance Team will call the phone number on file for your loan to welcome you and discuss mortgage assistance options that may be available for your loan, 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.
  
  
• The first statement monthly statement provided by our new servicing center will be mailed and available online by mid-June.

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 until your loan transfers to our new servicing center. If you submit an application in May, your application will be transferred to us effective June 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 June 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 June 9. This will allow time for us to verify your loan information and review your application.

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 866-992-3219. We look forward to supporting you.