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FAQs
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We’ve got answers

We know mortgages can be confusing. These commonly asked questions should clear things up.

See our FAQs

Common questions

These are popular questions we’ve answered from homeowners just like you.

Before you read the FAQs, Does your loan number end with the number 1? (xxxxxxxx-1)

Yes No

Please call us at 877-367-5371.

How can I pay my mortgage?

Renasant offers several convenient ways to make a mortgage payment—simply choose the method that is most convenient for you.

Automatic Draft – Have your monthly payment automatically deducted from the account of your choice. The easiest way to use this free service is by signing up for Automatic Payments online at www.renasantmortgageservicing.com. You may also complete the Automatic Payment (ACH) Authorization form below and email it to customerservice@loanadministration.com, or mail it to this address:

Drafting Department
PO Box 77421
Ewing, NJ 08628
Fax: 609-718-1735

Still have questions? Call 877-784-5122.

Download Automatic Payment (ACH) Authorization Form

Pay Online – Skip the paperwork and complete payments from any internet enabled device. To make a payment, simply sign in to your Renasant Mortgage account at www.renasantmortgageservicing.com and select “Make a Payment”.

  • There is no extra charge to make a payment online.
  • You can schedule a payment in advance, or have it submitted in real time. However, in order for the payment to be posted that day, you must submit it before 9:00 p.m. Eastern Time.

Phone Pay – Call one of our mortgage loan specialist at 855-753-6206 and they would be happy to assist you in submitting a payment. ($5.00 service charge may apply)

Automated Pay by Phone   Our automated phone line is available 24 hours a day, and applies no additional service charge. Call 866-430-9683 to make a payment through our automated system.

Pay by Mail – Mail in the detachable coupon located on the bottom of your monthly statement or included in your closing payment with a check or money order. Please allow 3-4 business days for delivery of mail. Address all payments to:

Renasant Bank Payment Processing Center
P.O. Box 11733
Newark, NJ  07101-4733

Where can I review and manage my existing account information?

The Renasant Mortgage Serving website is your one-stop-shop for all things related to your mortgage loan. Visit www.renasantmortgageservicing.com to access relevant account information and convenient services from any internet enabled device. Eliminate a trip to the bank by handling these services from the comfort of your home:

  • Check Account Status
  • Make Secure Loan Payments
  • Review Tax and Insurance Details for Your Property
  • View Your Loan History
  • Sign up for E-Statements
  • Sign up for automated notifications
I just received a “Notice of Transfer.” What does this mean?

This simply means that payments on your mortgage will now be sent to a new servicer. However, no action is required on your part. We will handle all the heavy lifting here.

This applies to all of our clients, except those who are using an Online Bill Pay service to pay their mortgage. Upon the effective transfer date in the notice you received, simply change the recipient of your payments to the new servicer.

Renasant Mortgage will mail a “Notice of Transfer” of the sale and transfer directly to you at least 15 days prior to the effective date of the transfer. All payments should be made to Renasant Mortgage until such time this document is received.  Any payments received after the effective date of the transfer will be sent to the new servicer. There is no action required on your part unless you have established a bill payment through your checking account.  This will need to be stopped and a new bill pay setup using the new servicer information.

If you should have any further questions on the transfer of servicing, please contact us at 855-753-6206 or email us at mortgageservicing@renasant.com.

When are billing statements mailed?

Monthly billing statements are mailed about three business days after payment is received, or within two weeks prior to your next scheduled due date if payment has not been received.

If you have not received a billing statement, please do not delay your remittance. Mail your payment to:

Renasant Bank
Payment Processing Center
P.O. Box 11733
Newark, NJ  07101-4733

To ensure your monies are posted correctly, please write your loan number on your payment.

Please contact Customer Service at 855-753-6206 if you are having trouble receiving your statement.

What will I find on my billing statement?

Each billing statement contains a complete overview of your account. This includes payment information, various balances, a billing coupon to accompany your payment and important messages regarding your loan. Closely monitoring your statements is the best way to stay informed of your loan activity and properly manage monthly payments.

How do I make changes to any of my contact information?

We know that life moves faster than paperwork does. If any of your relevant loan contact information changes, visit renasantmortgageservicing.com and click on “Update Your Profile” to make the changes. You can also submit changes to your personal information through any of these methods:

  • Write the information to be corrected on the back of your monthly payment coupon. Detach and return this coupon with your payment, and make sure to check the box on the form to indicate you made changes to your account information.
  • Contact a Customer Service Representative at 855-753-6206. We would be happy to help.
  • Visit renasantmortgageservicing.com.
What is an Escrow Account?

An escrow account is used when Renasant Bank disburses your tax and insurance payments on your behalf. The amount in your escrow account is based on the estimated amount necessary to pay these obligations each year. The escrow portion of your monthly loan payment goes into an account to pay for future disbursements of your property taxes and insurance premiums. During the year, payments are made from this account as the bills come due.

How is my Escrow payment determined?

Your escrow payment is determined by the amount of your taxes and insurance that was paid in the previous year. When your loan is escrowed, we take responsibility for administering the payment on your tax and insurance bills; however, the payment liability is still your obligation. If you should receive any notices from your insurance carrier, broker or agent or the taxing authority regarding your payment, please let us know immediately.

What if I change Insurance Companies?

If you plan to change insurance companies, there are a few things to consider to avoid a lapse in coverage:

  • Make sure your policy meets our insurance requirements
  • Contact your previous insurance carrier to cancel coverage as of the effective date of your new policy
  • Double check that your new insurance policy has the correct Mortgage Clause. Additionally, this address must appear on your insurance policies:

Renasant Bank, ISAOA, ATIMA
C/O Central Loan Administration & Reporting
P.O. Box 202028
Florence, SC 29502-2028

Forward a copy of your new policy to the Escrow Department as soon as possible by calling customer service at 855-753-6206, or emailing it to customerservice@loanadministration.com.

What if my insurance is canceled?

If your policy is canceled, please contact us immediately at 855-753-6206 so we may assist you, if possible. Failure to replace a canceled policy may result in the placement of Force-Placed or Lender Placed Coverage which will then turn into an escrow item and be included in your Escrow payment.

How do I get a new home insurance policy paid?

Your home insurance policy is an expense that is included in your mortgage. If you switch plans after closing on a home, there are two options to receive payment for the new policy:

  • Pay the new policy out of pocket, provide us the new policy information/declaration page and keep the funds your previous provider refunds for the policy period not used.
  • Send the new insurance invoice to customerservice@loanadministration.com for payment.  This avoids any out of pocket payments, but it will cause an initial shortage in your escrow account.  When you receive your refund from your previous provider, forward the funds as an escrow payment to:

Renasant Bank
PO Box 986
Newark, NJ 07184-0986

I want to pay off my mortgage. Where can I do this?

Congratulations on paying off your mortgage. This is an amazing financial achievement, and we would be happy to assist you. You can request a payoff by using one of the below methods:

  • Automated Payoff by Phone
    877-772-9633
  • Fax Request with Customer’s Authorization
    609-538-4011 or 609-538-4012
  • Mail Request
    Renasant Bank
    Payoff Department
    PO Box 77406
    Ewing, NJ  08628

A Renasant Representative will respond to fax request & mailed requested within 24 hours Monday – Friday.

Where can I find my loan number?

You can find your loan number on your monthly mortgage billing statement in the top, right-hand corner.

If you do not have access to your monthly mortgage billing statement, feel free to contact a Customer Service representative at 855-753-6206. They would be happy to assist you in finding any relevant account information.

Can I use a bi-monthly payment plan?

We currently do not offer bi-monthly payments, but as an alternative, you can enroll is the Budget Drafting program. Here’s how it works:

Budget Drafting Program

Budget Drafting is a convenient program that may help to reduce your interest, rapidly build equity, and pay your loan off early. When enrolling in this program, you authorize a debit from your bank account every other Friday for half of your monthly loan payment. A full monthly payment is posted to your loan account after the second payment of the month is completed. A third, monthly payment will be posted to your account as a principal payment only twice a year. To participate in this program your loan account must be paid ahead by one month.

How can I start using budget draft?

  1. Complete a Budget Draft Authorization Form and return it to our Drafting Department with a voided check, encoded deposit ticket, or a letter of verification.
  2. Pay off your loan one month in advance.

You will the receive a confirmation letter, which will confirm the bank information, total draft amount, and the draft start date.

How are the payments applied?

Half of the total draft amount is deducted from the specified bank account every other Friday. The first half payment is held in suspense until the second half arrives, at which point the total amount is applied as the monthly payment. Since the process takes four weeks, the loan needs to be paid one month in advance. Twice a year, a third half- payment will be drafted and posted to the account as a principal payment. This is due to some months having three Fridays. Budget Draft is different from a true bi-weekly in that it must be set up at the time the loan is originated.

Are there any stipulations?

Draft days cannot be altered, and the same stipulations as a normal ACH draft apply.

The Customer will need to allow 48 hours’ notice before the next draft day in the event that they need to suspend, terminate, or change any draft information

Is there a grace period for late payments?

Mortgage payments are due on the first of the month with 15 days before a loan is considered late. If the monthly payment has not been paid on the 16th of the month a late charge will be assessed and  a Late Charge Notice is sent .  In addition, Collection calls will begin and continue until a payment is received.

What should I do if I know I will be unable to make a payment?

If you are not be able to make a payment on your loan due to unforeseen circumstances, call 855-753-6206 to have a loan specialist walk you through a personalized payment plan or discuss loss mitigation options. You can always use this number to discuss payment arrangements or foreclosure prevention options if you are no longer able to make regular payments.

My payment is past due, and the Renasant Mortgage Servicing site won’t accept it.

If a payment becomes 30 days past due, you will not be able to pay online, through the mail or through our automated call line.  Call one of our Loan Specialist at 855-753-6206 and they would be happy to discuss the loan and assist in making any payments.

How can I terminate my Private Mortgage Insurance (PMI)?

If you wish to discuss your options about removing PMI on your loan please contact a customer service specialist at 855-479-1823 or email them at customerservice@loanadministration.com.

The Homeowners Protection Act requires that all PMI plans be terminated when the principal balance of a mortgage is scheduled to reach 78% of the original value of the property—given that payments are up to date. Additional payments towards principal will not affect this date, but you may request an early cancellation depending if the requirements of borrower-requested removal have been met.

*The Homeowners Protection Act only applies to single-family, primary residence mortgages closed on or after July 29, 1999. If your mortgage does not meet these criteria, please contact us to determine what guidelines apply.

Other Ways to Cancel PMI

You also have the right to request your PMI be cancelled upon the date the principal balance of your mortgage is scheduled to fall to 80.0% of the original value of your home. If you made additional payments and reached this percentage earlier than expected, you can request cancelation at that point as well.

Here are a few important criteria you must meet to cancel PMI on your loan:

  • Good Payment History
  • This is defined as having no payments 30 or more days late within the last year, and no payments 60 or more days late within the past two years.
  • You may be required to certify that there are no junior liens (such as a second mortgage) on your home.
  • You may be required to provide evidence that the value of your property has not declined  since you first bought it. Any value certifications such as appraisals and Broker’s Price Opinions (BPO) would can be ordered through our office.
  • All requests must be in writing. Please mail your written request to:
    Attn: Research Department
    P.O. Box 77412
    Ewing, NJ 08628
  • Or, you can fax the request to 609-718-5271, Attention: PMI/MIP Department.

*The Homeowners Protection Act only applies to single-family, primary residence mortgages closed on or after July 29, 1999. If your mortgage does not meet these criteria, please contact us to determine what guidelines apply.

Pay down Loan to Meet PMI Removal Rules

If you are interested in paying down your principal balance to have your PMI removed, please contact us and we can help you determine the amount required to become eligible for PMI cancellation.

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