Frequently Asked Questions

Frequently Asked Questions

• Will I need to register a new account to access my mortgage servicing information? Yes. After April 3, 2024 when you visit www.ServiceHomeLoan.com, you will need to create a new user profile. To do so, you will need the following: Last name (As it appears on your loan), full social security number and property zip code.
• Where do I go to register my new account? To register your new account, please visit www.ServiceHomeLoan.com and click the Register Your Account button. Click here to view a step-by-step guide on How To Register a New Account.
• Will I use the same user name and password as my previous Mortgage Services Account? That depends. You can register using the same username, if it’s available. Your new password must meet the password security requirements. (Passwords must contain a minimum of 8 characters, one uppercase letter, one lowercase letter, one number, one special character and must not contain your username).
• Who do I contact if I am experiencing issues? Please contact our Customer Relations team at: 800-937-6002 or send us a secure message.
• Will I have to re-enroll in Autopay? No. Your current Autopay setup will remain in effect. No action is required.
• Will there be any changes to my taxes/insurance escrow? No. Your escrow account will not change. We will continue to service your loan as normal.
• Is Colonial/Mortgage Services still my Loan Servicer? Yes, Colonial will remain your trusted mortgage servicer! We are excited to bring you an even better overall mortgage servicing experience.
• How do I see my current amortization schedule? After logging into your account, click on the My Loan icon from your Mortgage Services Dashboard. From there, you will have the option to view your amortization schedule, download or print at your convenience.
• How do I make a payment? After logging in, click on the Payment icon from your Mortgage Services Dashboard. You will be able to make a regular monthly payment or pay additional amounts, if applicable. You will need to add a payment method the first time you make a payment. Please note: You must use a valid bank account routing and account number to process a payment.
• Can I use my Debit or Credit card to pay? No, only checking or savings accounts with valid routing and account numbers are accepted.  
• How do I view my payment history? From your Mortgage Services Dashboard click on the My Loan icon. From there, you will see your payment history section. If you would like to view additional information, click on View Additional Activity for an expanded payment history. You can customize the dates, download or print the history at your convenience.
• How do I send you a secure message? From your Mortgage Services Dashboard, click on “Account Management” at the top of the page, then click “Messages” to send us a secure message.
• Can I edit my mailing address or phone number? Yes, from your Mortgage Services Dashboard, click on the My Loan icon then click “Edit” on the Loan Information section.
• My mortgage statement looks different, how do I read my updated statement? Click here for a guide to your new mortgage statement.
• I have tried to call Customer Relations but have not been able to get assistance. What should I do? We are experiencing higher than normal call volumes and appreciate your patience. Another way to reach us is through secure messaging. Please login/register at ServiceHomeLoan.com.