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Renasant Mortgage Lending has a full suite of online tools and resources designed to improve your lending experience—all without ever making a trip to the branch. Make payments, monitor your account activity and more.

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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
x
Are you purchasing or refinancing?
Purchasing
Refinancing
What type of property are you looking for?
Single Family Home
Condominium
Townhome
Multi-Family Home
Not sure? Our loan officers can help!
How close are you to purchasing a property?
I’ve signed a purchase agreement1
I’ve found a property, and/or have made an offer
I’m planning to buy over the six months
I’m just researching options
What’s the price of the property? If you’re not sure, give us your best guess.
Next Step
Will this be your first property purchase?
Yes
No
What are you planning to use this property for?
My primary home
A secondary home
As a rental property
What’s the ZIP code of where you are considering a purchase?
Next Step
Are you using (or do you plan to use) a real estate agent?
Yes
No
What percentage of the total price can you cover as a down payment?
Next Step
What’s your employment status?
Employed
Not Employed
Self Employed
Military
Other
What’s your annual household income?
Next Step
Can you show us proof of income? (Documents like your paystubs, W-2s, and tax returns help us—and any other lender—verify your income.)
Yes
No
How would you rate your credit score? (If you don’t know your exact score, give it your best shot.)
Excellent (740+)
Good (700-739)
Average (660-699)
Fair (600-659)
Poor (< 600)
What is your ZIP code?
Next Step
Have you experienced bankruptcy, foreclosure, or a short sale during the past three years?
Yes
No
What's your first name?
Next Step
What's your last name?
Next Step
What's your email address?
Next Step
What's your phone number?
Submit
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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.

When it comes to making my mortgage payment, what options do I have?

Cenlar offers many convenient ways for you to make your payment. Simply choose the one that is best for you. Please note that payments can only be accepted using a valid checking or savings account. We are unable to process payments using a credit or debit card.

  • Automatic DraftWe offer a convenient system that automatically debits your payment from your checking or savings account each month. To take advantage of this FREE service, simply complete the Automatic Payment (ACH) Authorization below and return it to: Drafting Department, PO Box 77421, Ewing, NJ 08628, Fax: (609) 718 1735, or Email to [email protected] For faster processing, you can sign up for monthly Automatic Payments online at www.loanadministration.com

Click here to Sign up for Paperless today!

  • Web Payment\Paying Online – Just sign in to your Cenlar Mortgage account at www.loanadministration.com and select “Make a Payment”.
    • There is no charge to make your monthly payment online.
    • You may schedule your payment or pay the same day. Payment must be submitted prior to 9:00 PM ET to ensure your payment is posted on the same day.
  • Phone Pay – Call one of Cenlar mortgage loan specialist at 877-492-3248 and provide valid checking account information or use the IVR to setup a payment. (Service charge may apply)
  • Automated Pay by Phone –Call 866-430-9683 24 hours a day to setup a check by phone through our automated system.
  • Pay by Mail – Simply detach the coupon located on the bottom of your monthly statement and mail it with your check or money order.Be sure to allow 5-7 business days for delivery by mail.The payment address is:

Cenlar

Payment Processing Center

P.O. Box 11733
Newark, NJ  07101-4733

 

Is there an automated system where I can review existing account information?

Yes, in the Your Account section of our Web site, www.loanadministration.com, you can:

  • Check Account status
  • Make a secure loan payment
  • Review your tax and insurance details for your property
  • View you loan history
  • Sign up for e-Statements
  • Sign up for automated notifications
I have received a notification of the sale and transfer to a new servicer. Where should I send a payment?

Cenlar will mail a “Notice of Transfer” for the sale and transfer of your loan at least 15 days prior to the effective date of the transfer. All payments should be made to Cenlar 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 or Auto Draft.  This will need to be stopped and a new bill pay or Auto Draft setup using the new servicer information.

If you should have any further questions on the transfer of servicing, please contact us at 877-492-3248 or go to Cenlar’s website www.loanadministration.com.

When are billing statement mailed?

Your monthly billing statement is mailed approximately three business days after your payment is received or if a payment has not been received within two weeks prior to your next scheduled due date. If you have not received a billing statement, please do not delay your remittance. Mail your payment to:

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

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

If you are having trouble receiving your statement visit Cenlar’s website www.loanadministration.com or contact Customer Service at 877-492-3248.

What information will I find on my billing statement?

For your convenience, the monthly billing statement provides an overview of your account. You will find payment information, various balances, a billing coupon to accompany your payment and important messages.

How do I make changes or corrections to any of my personal information, such as my mailing address?
  1. Go online at www.loanadministration.com and click on Update Your Profile.You will then be able to update your mailing address or any of your contact information
  2. Writing the information to be corrected on the back of the coupon at the bottom of your statement. Detach and return this coupon with your payment and make sure to check the box on the form to indicate that you made changes to your account information.
  3. Contact Customer Service at 877-492-3248 and a specialist will be happy to assist you.
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 advise us immediately.

What if I change Insurance Companies?

If you decide to change your insurance carrier, please do the following to avoid a lapse in coverage:

  • Make sure your policy meets the insurance requirements
  • Contact your previous insurance carrier to cancel coverage as of the effective date of your new policy or you may not receive a refund of the unearned premium, if one is due.
  • Verify your new insurance policy has the correct Mortgagee Clause.This clause must appear on yourinsurance policies

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

  • Forward a copy of your new policy to the Escrow Department as soon as possible so we have the most recent information on record. By using one of the below methods
    • ONLINE:  Upload the renewal policy by logging into www.MyCoverageInfo.com, using the PIN CEN300
    • MAIL:  Send a copy to PO Box 202028, Florence, SC 29502-2028
    • FAX:  Fax to 843-413-7133
What if my insurance is canceled?

If your policy is canceled, please contact us immediately at 877-492-3248 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 request a payoff?

You can request a payoff on your loan by using one of the below methods

  1. ONLINE: www.loanadministration.com
  2. PHONE: Automated Payoff (2 Hour Turnaround) 877-772-9633
  3. FAX: Request with Customer’s Authorization (24-48 Hour Turnaround) 609-538-4011 or 609-538-4012
  4. MAIL REQUEST: (7 Business Day Turnaround)

Cenlar
Payoff Department
PO Box 77406
Ewing, NJ 08628/p>

What do I do if I don’t have my loan number?

If you are attempting to register and do not have your loan account number, you can find it on your monthly mortgage billing statement. Your loan account number is shown on the top right corner of your billing statement.

If you do not have your monthly mortgage billing statement, or you are unable to locate your loan account number, you can chat online with a representative or contact Customer Service at 877-492-3248

Can I do Bi-Monthly payments?

No we currently do not offer Bi-Monthly payments but as an alternative we offer Budget Drafting described in more detail below

Budget Drafting Program

Budget Drafting is a convenient program that may help to reduce your interest charges, build equity more quickly, and pay off your loan early. When enrolling in the budget drafting program, you authorize the initiation of a debit from your bank account, every other Friday, for half of your recurring scheduled monthly loan payment. A full monthly payment is posted to your loan account on the next business day following the second half payment draft. Twice a year a third 1/2 payment will be drafted and posted to your account as a principal payment. To participate in this program your loan account must be paid ahead by one month.

What are the steps for setting up an account on budget draft?

  • The Customer completes a Budget Draft Authorization Form and returns it to our Drafting Department with a voided check, encoded deposit ticket, or a letter of verification
  • The loan will need to be paid one month ahead (see below)
  • The Customer receives our confirmation letter, which will confirm the bank information, total draft amount, and the draft start date. It is necessary for the Customer to continue making payments as they had previously until this date arrives
  • 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

Are there any stipulations?

Draft days cannot be changed in the Budget Draft Program. Additionally, the same stipulations as a normal ACH draft will apply.

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.

When is a late charge assessed?

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 if the borrower cannot make a payment?

Should the customer not be able to make a payment on the loan due to unforeseen reasons they will need to contact Default Management at 877-492-3248 to make a payment plan or to discuss loss mitigation options if he/she is going to have difficulty making regular payments.

I cannot make an online payment or phone payment.

If the customer account becomes 30 days past due they will not be able to pay with the online method or through the IVR.  The customer must speak with a Default Specialist at 877-492-3248 to discuss the loan and make any payments.   Once the loan is brought current they will be able to pay via online or phone pay through the IVR.

What are the ways to terminate PMI?

The Homeowners Protection Act requires that your PMI be automatically terminated when you have reached the date when the principal balance of your mortgage is first scheduled to reach 78% of the original value of your home. Your payments must also be current at that time. Additional payments towards principal will not influence the date of automatic termination, though you may be able to request cancellation, provided the requirements of borrower-requested removal have been met.

Please note: 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 Remove PMI

The Homeowners Protection Act gives you the additional right to request that your PMI be cancelled when you reach the date when the principal balance of your mortgage is first scheduled to fall to 80.0% of the original value of your home.

You can also make this request earlier if you have made additional payments to reduce the principal balance of your mortgage to 80% of the original value of your home.

There are other important criteria you must meet to cancel PMI on your loan:

  • You must have a good payment history and be current on your payments. A good payment history is defined as 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 (for example, an appraisal) that the value of your property has not declined below the value of the home when you first bought it. If the value of your home has decreased, you may not be able to cancel PMI. Any value certifications such as appraisals and Broker's Price Opinions (BPO) would need to be ordered through our office at your expense.
  • Your request 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.

 

Note: 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 to determine the amount required to become eligible for PMI cancellation.

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