Effective date: October 20, 2026
Who this policy covers
This policy is published by Riverstone Note Servicing, LLC (Riverstone, we, us), a Texas mortgage servicer at 1602 N Interstate 35, San Antonio, TX 78208. It applies to three groups of people: borrowers whose loans we service, lenders and note holders who hire us, and anyone who visits riverstoneservicing.com or contacts us through it.
Much of what we hold about borrowers is nonpublic personal information, the term the federal Gramm-Leach-Bliley Act (GLBA) uses for personal financial information that is not publicly available. The GLBA and its Privacy Rule, Regulation P (12 CFR Part 1016), limit how a financial institution like a mortgage servicer may share it. We follow those rules, and this page is written with them in mind.
What we collect
From and about borrowers
- Identity and contact details: name, mailing and property address, phone number and email.
- Loan details supplied by the lender: the note, deed of trust or contract, original amount, rate, payment schedule and payment history.
- Payment information: bank account and routing numbers for ACH payments and the record of every payment you make.
- Tax identification information we need to issue year-end interest statements.
- Escrow information, such as property tax and insurance records, when your loan has an escrow account.
- Anything you tell us when you call, write or send documents, including information about a financial hardship.
From and about lenders
- Contact details for you and anyone you authorize to act for you.
- Taxpayer identification and the bank instructions we use to send you collected funds.
- The loan files you send for boarding, which also contain borrower information.
From website visitors
- What you type into a contact, consultation or interest form: typically your name, email, phone and a short message about your notes or your loan.
- Basic technical data your browser sends automatically, such as IP address, browser and device type, pages viewed and the site that referred you.
Why we use it
- To service the loan: post payments, keep the loan ledger, run escrow, send statements and required notices, and issue tax forms.
- To send lenders their collected funds and reporting on the loans we service for them.
- To set up and secure Portal accounts and confirm the identity of people who contact us about an account.
- To answer questions and respond to forms submitted through the Site.
- To spot and stop fraud, unauthorized access and misuse of our systems.
- To meet our legal duties, including recordkeeping, reporting and responding to regulators and lawful requests.
- To protect or enforce our legal rights.
If we send lenders news or educational email, every message will include a way to unsubscribe. Account and loan notices are not optional while we service your loan.
Who we share it with
Riverstone never sells personal information. We do not share borrower information with outside companies so they can market to you. We share information only in the situations below, all of which the GLBA permits without an opt-out:
- The lender on your loan. The owner of the note receives your payment history, balance and status, along with any documents you send us about the loan.
- Service providers. Companies that help us operate, such as our loan-servicing software platform, website hosting, email delivery, electronic-signature and form tools, banks that process payments, and printing and mailing vendors. They receive only what they need for the task and are required to keep it confidential.
- People involved in a transaction on the loan. For example, a title company handling a payoff, an insurance company on the property, a taxing authority, or a new servicer if the lender moves the loan.
- Legal and regulatory requests. Courts, government agencies and examiners, such as the Consumer Financial Protection Bureau and the Texas Department of Savings and Mortgage Lending, when the law requires or allows it, and attorneys when a loan is part of a legal proceeding such as a bankruptcy or lawsuit.
- A change in our business. If Riverstone or its servicing business is merged or sold, records may pass to the new owner, who must continue to protect them.
- With your permission. Anyone else you ask us, in writing, to share with.
Outside platforms we use
The borrower and lender Portals run on a loan-servicing platform supplied by an outside provider, and some forms and e-signature steps run on outside tools. Information you enter on those platforms is handled under our instructions and also under the provider's own privacy terms. Our Terms of Service explain more about outside providers.
How we protect it
We use administrative, technical and physical safeguards meant to keep personal information from being accessed, changed or disclosed without authorization. That includes limiting access to people who need it for their work, requiring logins for the Portals, and sending information over encrypted connections. We also expect our service providers to protect the information they handle for us.
No system is completely secure, and we cannot guarantee that information will never be exposed. If we learn of a breach affecting your information, we will notify you as the law requires. If you think your account or a message from us has been compromised, contact us right away.
How long we keep it
We keep loan and payment records for as long as we service the loan and afterward for the periods state and federal law require of mortgage servicers. Information from website inquiries that never turn into a servicing relationship is kept for a shorter time and then deleted or stripped of identifying details. When records reach the end of their retention period, we dispose of them securely.
Cookies and site analytics
The Site uses cookies and similar small files to work properly and to help us understand how many people visit and which pages they read. We look at that traffic data in aggregate; it does not tell us who you are unless you choose to fill in a form. You can block or delete cookies in your browser settings, though some features may then stop working. Our calculators run in your browser and do not send the numbers you enter to us.
Messages sent through our forms
When you use a form on the Site, what you submit is delivered to our team by email so someone can reply to you. Please do not put full bank account numbers, Social Security numbers or other sensitive details in a form or ordinary email. If we need that information, we will tell you a safer way to send it.
Electronic records and signatures
When you open a Portal account, sign a form electronically or ask us to communicate by email, you agree to receive records from us electronically under the federal E-SIGN Act (15 U.S.C. § 7001 and following). Those records can include statements, notices, tax forms, servicing-transfer letters and updates to this policy and our terms. To view and keep them you need an up-to-date web browser, a working email address and a way to open and save PDF files. If those requirements change in a way that could stop you from reading our records, we will tell you. You may withdraw your consent, at no charge, by writing to support@riverstoneservicing.com. Withdrawal applies to records sent after we receive it, and some notices may then be mailed on paper.
Seeing and correcting your information
You can ask us what personal information we hold about you, ask for a copy, or ask us to fix something that is wrong. You can also ask us to delete information we are not legally required to keep. Email support@riverstoneservicing.com with "Privacy Request" in the subject line. To protect you, we will confirm your identity before acting, and we will reply within the time the law allows. If you think a payment or charge on your loan is wrong, tell us in writing and we will investigate and respond.
Texas residents and other states
Our business is centered in Texas, and most of the people whose information we hold live here. Texas residents may use the request process above to learn what categories of personal information we collect, why, and the kinds of companies we share it with. If you live in another state that gives you additional privacy rights, contact us and we will explain how we handle your request under that state's law.
Children
The Site is meant for adults and is not directed to children under 13. We do not knowingly collect information from children. If you believe a child has sent us personal information, email us and we will delete it.
When this policy changes
If we update this policy, we will post the new version on this page with a new effective date. For significant changes, we will also try to alert Portal users by email or by a notice when they log in.
How to reach us
Write to Riverstone Note Servicing, LLC, Attn: Privacy, P.O. Box 12075, San Antonio, TX 78212. Email support@riverstoneservicing.com or call (210) 346-9827.
