Frequently Asked Questions

What is an amortization schedule?

An amortization schedule provides you with a list of equal loan payments calculated to pay off the debt at the end of a fixed period, including accrued interest on the outstanding principal balance. As a customer of Mortgage Servicing Solutions you can obtain an amortization schedule of your mortgage loan through our Mortgage Servicing Solutions Customer Care Net site or by contacting our customer service department. There may be a nominal fee for this service.

What is an ARM?

An ARM, or Adjustable Rate Mortgage, is a loan that has an interest rate that is adjusted periodically based upon a pre-selected index.

What is a loan assumption?

An assumption is an agreement between the buyer and seller in which the buyer takes over (assumes) payment on an existing mortgage from the seller. Depending on your existing loan type, your mortgage may be eligible for the assumption.

What is an automatic payment?

An automatic payment is a helpful tool for bills that remain constant each month like mortgage payment, car loan or student loan. Also known as an “automatic draft,” it is a preauthorized debit from your designated bank account to pay a loan payment. Mortgage Servicing Solutions offers two kinds of auto drafts: 

  • monthly scheduled auto-draft
  • flexible one-time auto draft

The monthly Automatic Clearing Housing (ACH) draft is offered free of charge and the payment is drafted from your designated account on either the 1st or 5th of each calendar month. The one time ACH draft allows customers to select the day they wish to make their payment. This option can be accessed through this website for a nominal fee.

If you are interested in either option, contact our Customer Service Department at 844-694-5193 for more details.

Why are my taxes included in my monthly payment?

In accordance with the terms of your loan documents, your originating lender may require that each property escrow an amount adequate to cover the quarterly or annual payment. Payments are disbursed by Mortgage Servicing Solution to the appropriate municipality.

What do I do with a bill I received for my property taxes?

We include your property tax in the escrow portion of your monthly mortgage payment. To calculate this portion of your monthly payment, we divide the total amount paid in taxes for the previous tax year by 12 and add this to your monthly payment.

Generally, we automatically receive an electronic copy of your property tax bill directly from your city or town. If you receive your property tax bill directly from your city or town, please contact us to confirm that we have received one, too. If you have any questions regarding the amount of your property tax bill, contact your city or town’s tax assessor’s office.

What is a prepayment?

A loan prepayment is an option contained in a loan that permits the borrower to make payments in advance of their due date.

What is refinancing?

Refinancing is obtaining a new mortgage loan on a property already owned.

What specific paperwork do I need if I'm selling or refinancing my home?

The first step in selling or refinancing your home is to request a payoff statement, which will detail the total amount due on the mortgage. If you received a down payment assistance loan, you will need to request a payoff statement for that loan as well.

When you contact us, please include the following information: 

  • Authorization from you to release loan information to a third party
  • Payoff effective date
  • Your loan number
  • Instructions regarding where you want the payoff quote to be sent

Fax the request to 844-694-5191 or mail it to:
Servicing Department
Mortgage Servicing Solutions
44 Washington Street
Providence, RI 02903-1721

How do I get a payoff?

You may obtain a loan payoff by contacting our Customer Service Department at 844-694-5193 between the hours of 8:30 a.m. and 5:00 p.m. Monday through Friday. Every effort will be made to provide you a loan payoff within one business day of your request. Third-party payoff requests must be made in writing and contain borrower’s written authorization. There may be a nominal fee charged for a facsimile payoff. We do not provide verbal payoff quotes.

What is a principal curtailment?

A principal curtailment is an unscheduled additional payment to the current outstanding loan balance. This additional amount may reduce the life of your loan. The account must be current for the curtailment to be allowed.

I'm having trouble keeping up with my mortgage payments. Is there anything I can do?

Yes. The first step is to contact us so we can help. The sooner you notify us, the more options you will have. Depending upon your individual needs and situation, we may be able to modify your loan in a way that makes making your monthly payments less strenuous.

Again, reaching out to us at the first sign that you might miss a payment will make all the difference in our ability to help. Also, it is important that you read and respond to all the mailings we send you, as soon as they arrive. You can contact us at 844-694-5193.

Digital Servicing Frequently Asked Questions

What if I don’t have Digital Servicing login credentials?

You will need to enroll in Digital Banking to access your mortgage online. You can do so if you are a customer that did not utilize our CustomerCareNet site, just click on the “Mortgage Login” button and you can set up your credentials to access the site.

Existing customers who utilized the Customer CareNet site will need to:

  • Re-register with a log-in ID and password
    (these can be the same you currently use on the Customer CareNet platform)
  • Your first log in will also require you to submit your full Social Security Number.


What if I forget my Digital Servicing username or password?

Click on the “Forgot my password” link and follow the instructions to reset your username or password.


Will my scheduled payments in Customer CareNet (CCN) be impacted?

No, all scheduled payments in CCN will appear in the digital mortgage platform.


Will I need to re-enroll in auto-pay?

No, all current auto-pay enrollments will transfer over to the digital mortgage platform. If you wish to make any edits to your current enrollment, you’ll also have the ability to do that within the platform.


Is the new platform mobile friendly?

You can view Digital Servicing from any desktop, tablet, or mobile device.


Do I need to delete my information in Customer CareNet?

Nope, we’ll take care of all of that for you when we retire the Customer CareNet platform.


If I have any questions about this new online platform, who can I connect with?

Please email if you have any questions about the new digital platform.



If you did not find the answer to your question, please contact us at or 844-694-5193.