WHAT'S CHANGING | WHAT TO EXPECT | FAQs | CONTACTS

We're ready for a smooth transition.

Your HELOC will transfer to Cornerstone Servicing on April 8, 2025!

You'll gain top-notch support from people who care alongside new services and tools designed to help you manage your HELOC with ease. Explore what's changing below, and browse our FAQs for details.

IMPORTANT: Checks presented to your prior servicer on or after April 8, 2025, will not be honored. Beginning April 11, you will be able to initiate a new draw online or by phone, and expect to receive a new checkbook from us during the week of April 14. Learn more...

What's changing?

Your current servicer, Shellpoint Mortgage Servicing, will continue collecting payments from you and supporting draws/advances from your HELOC account through April 7, 2025

Beginning April 8, Cornerstone Servicing will begin collecting your payments, assisting with draws/advances, and helping you with anything you need. We're excited to serve you!

Rest assured, the terms of your HELOC agreement will not change in connection to the transfer. This includes your interest rate and loan term.

Monthly automatic payments (recurring ACH drafts) set up with your prior servicer will transfer to Cornerstone Servicing. Automatic payments on a biweekly or other basis will not transfer. Click here for details.

Avenues to manage your HELOC, make payments, draw funds, and get support will change--for the better! Look for an email from us the week prior to the transfer with details. We'll also mail you a letter with your new account number after your transfer date.

NEW ways to manage your HELOC

Beginning April 11

GET SUPPORT

Call 866-505-0510 or email us

WEBSITE

Set up your NEW online account

MOBILE APP

Download LoanNav for Apple or Android

HOW TO DRAW FUNDS

Initiate an ACH draw/advance beginning April 11th online via our website and app. or by phone.

By check: A new checkbook will be mailed to you within a few business days after the transfer. Expect to receive it the week of April 14th.

IMPORTANT: Checks presented to your prior servicer on or after April 8 will not be honored. If your prior servicer receives a check from you after this date, you will need to initiate a new draw through Cornerstone Servicing using the new methods listed above.

FAQs: DRAWS/ADVANCES

NEW WAYS TO PAY

Mail a check or via a third-party bill pay service (such as your bank):
Cornerstone Servicing, PO Box 660217, Dallas, TX 75266-0217

Online via our website or app beginning April 11

By phone at 866-505-0510 beginning April 11

Set up or manage automatic payments (recurring monthly or biweekly ACH drafts) online or by phone

IMPORTANT: If you currently have automatic payments set up with your prior servicer, click here for information.

FAQs: PAYMENTS

What to expect as your HELOC transfers

General:

Your HELOC will begin transferring on April 8.
By April 11, the transfer of your HELOC will be complete. You will be able to make payments to Cornerstone Servicing by phone, and our Customer Care team will have full access to assist with your account. You will also be able to set up your new online account to initiate a draw/advance, make payments, see your account details, and more.

Draws:

Checks presented to your prior servicer after April 7 will not be honored. You will need to re-initiate the draw with Cornerstone Servicing online or by phone beginning April 11, or with the new checkbook mailed to you once the transfer is complete. Please expect to receive your new checkbook from us during the week of April 14.

Payments:

Your current servicer will no longer accept ACH draft payments from you after April 7. Any payments previously scheduled to draft on or after April 8 may not post to your loan, and if applicable, your prior servicer will return the funds to you.
For a limited period of time, checks received by your prior servicer after April 7 will be forwarded to Cornerstone Servicing and posted to your loan. On April 8, it is important to begin making your payments to Cornerstone Servicing via the NEW WAYS TO PAY listed above.
Monthly automatic payments (one recurring ACH draft per month) set up with your prior servicer will transfer to Cornerstone Servicing. Please note, if your normal scheduled draft day falls between the 8th and 10th day of each month, expect your April payment to be completed on April 12. It will not be considered late. Learn more...
- Automatic payments (recurring ACH drafts) set up on a biweekly, weekly, or any other basis will not transfer. You may set up monthly or biweekly drafts with Cornerstone Servicing beginning April 11th. Click here for information.
If you use a third-party bill pay service, it's important to update your payment settings with Cornerstone Servicing's payments address and your new HELOC account number provided by Cornerstone Servicing effective April 8.

Frequently Asked Questions

What does a HELOC servicer do?

In general, you can expect a servicer to:

Send HELOC statements.
Apply your payments in a timely manner.
Assist you with accessing funds from your HELOC during open draw periods.
Provide year-end statements each year, as applicable.

But to us, loan servicing means so much more. We'll go the extra mile to keep you happy and help you achieve your goals. We are eager to serve you!

After your transfer date of April 8, you need to:

Begin contacting Cornerstone Servicing with inquiries regarding your HELOC account. Your prior servicer will no longer be able to access your account to receive payments, assist with draws, or otherwise support your HELOC.
Set up your new online account beginning April 11: See Getting Started Online FAQs below for details and step-by-step instructions, and click here to register.
Begin using our New Ways to Pay.
If you have automatic payments set up with our prior servicing center, click here for important information.
If you use a third-party bill pay service, update your payment settings to ensure your payment is sent to Cornerstone Servicing as follows:

Cornerstone Servicing
PO Box 660217
Dallas, TX 75266-0217.

Confirm your contact preferences are up to date.

When and how can I access my mortgage online?

You can set up your new online account beginning April 11. Our secure and easy-to-use website and LoanNav app provide 24/7 access to your account, wherever you go.

You can see your new account number, review complete details of your loan, set up and manage autopay (recurring monthly ACH drafts), initiate an ACH draw, make or schedule one-time payments, access your future statements and other documents, opt in for electronic statements, see your payment history, message with our team members, and more!

Here’s how to register your account online:

Click here or download our LoanNav app.
Click Register Your Account.
Enter your last name, SSN and email address, and click next.
Verify your information.
Click the links to view our user terms and privacy policy.
Gain 24/7 access!

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

No, you do not need your new account number to create your new online account. You will simply need to provide your last name, SSN, and email address.

Is the website mobile-friendly?

While you can access the website from your mobile browser, our LoanNav app provides an enhanced experience on Apple and Android mobile devices. The app is free and easy to use, with the same features and functionality as the website. Download LoanNav now!

I am having trouble registering. Who can help?

We are happy to help! Please call 866-505-0510.

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 and find the Loan information section to review your preferred mailing address, email address and phone numbers. To update your preferences, click Edit.
See an overview of your account, including your new loan number, balance details, interest information, draw period dates, and more. Go to My Loan in the main menu.
Explore our online payment options. Go to Payment to set up or manage autopay (recurring monthly ACH drafts) or make a one-time payment.
Learn how to request a draw/advance of up to $10,000 online. Go to My Loan and select Request an Advance.
Go paperless to get an email notification when each new account statement is available. Go to Documents, scroll to Manage Delivery Preferences, and check Email next to the statement(s) you do not want to receive by mail.

Can I still access my old online account?

After April 7, 2025, 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.

You will need to set up your new online account beginning April 10 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 more.

How can I access funds from my HELOC account?

During open draw periods, you can access funds from your HELOC the following ways:

Online or by phone: Beginning April 11, log in to our website or app to initiate an ACH draw/advance or call 866-505-0510.
By check: We'll mail you a new checkbook once the transfer of your HELOC is complete. Expect to receive your new checkbook from us during the week of April 14.

For more information, browse out our HELOC FAQs.

What if I started a draw with my prior servicer/checkbook?

Checks presented to your prior servicer after April 7 will not be honored. You will need to re-initiate the draw with Cornerstone Servicing online or by phone (see above) beginning April 11, or with the new checkbook mailed to you once the transfer is complete. Please expect to receive your new checkbook from Cornerstone Servicing during the week of April 14.

Have my autopay settings continued after my transfer date, or do I need to set it up again?

If your loan is set up for monthly automatic payments with our prior servicing center, meaning one recurring ACH draft each month, these payment settings are transferring to Cornerstone Servicing. Please note, if your payments are normally scheduled to draft on or before the 7th day of each month, expect to see your April payment posted to your loan on April 12. It will not be considered late. Then, your normal draft schedule will resume.

Automatic payments set up to draft more than once per month are not transferring to Cornerstone Servicing - for example, Flex Drafts (1st and 15th of each month), biweekly, weekly, etc. Please click here to learn how to set up automatic payments with Cornerstone Servicing or contact us. We'll be eager to help!

Will my autopay draft schedule change?

If you are enrolled for monthly automatic payments (one Your existing monthly automatic payment schedule will not change due to the transfer.

However, if your normal schedule draft day falls between the 8th and 10th day of each month, please expect to see your April payment posted to your loan by April 12. It will not be considered late.

Normal recurring monthly draft schedules will resume after April 10th.

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

Beginning April 11, 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 866-505-0510.

When and how do I start making payments to the new servicing center?

We will begin collecting and applying payments to your loan on April 8, beginning with checks sent to our payments address.

On April 11, you can begin making payments online or by phone.

For details, see NEW WAYS TO PAY—and choose whichever option is most convenient for you!

Do I have 60 days to make my first payment?

No, you need to continue making payments based on your payment due date.

What if I already mailed my payment to the old servicing center?

Mailed payments received by your prior servicer on or after April 8 will be forwarded to Cornerstone Servicing and credited to your loan.

I already scheduled a one-time payment with my prior servicer to draft on or after my transfer date. Will it still go through?

No. Beginning April 8, your prior servicer will no longer accept one-time or recurring ACH draft payments from you. Those scheduled after this date may not post to your loan, and if applicable, the funds will be returned to you.

I make my payments through a third-party bill pay service. Do I need to change anything?

Yes, you need to notify them of Cornerstone Servicing's payments address below and your new account number, which will be provided in the welcome letter we mail to you after your HELOC has fully transferred. Our payments address is:

Cornerstone Servicing
PO Box 660217
Dallas, TX 75266-0217

When will I receive my first monthly statement from you?

In general, we send monthly statements 15-21 days prior to a payment due date.

Can you send my statements by email instead of by mail?

Yes! You can opt in for electronic statements via our website or app beginning April 8, or call to opt in. Electronic statements are available for both monthly mortgage statements and year-end statements, which you may need for your annual tax filings.

Electronic statements are secure and convenient, and you’ll have access to view, download, and print your statements anytime. Simply log in and go to Documents.

Who to Contact

Through April 7: If you have questions or need help with your loan prior to your transfer date, please contact your prior servicer, Shellpoint Mortgage Servicing, at 800-365-7107.

After April 8: Begin contacting Cornerstone Servicing anytime you need support. We're eager to serve you! Here are a few ways to reach our Customer Care team:

Call 866-505-0510
Email us
Message with us via our website or app

Our hours are Monday–Friday from 6 AM to 6 PM MT and Saturday from 8 AM to 12 PM MT.