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Payments, escrow, insurance, mortgage assistance, payoffs, and more — browse by topic or search all 90 questions.
We offer language assistance services to help you understand your mortgage account. Contact Customer Service to request language support.
Yes. Interpreter services are available at no additional cost for many languages.
Yes. Customers with disabilities may request certain documents in alternative accessible formats, when available.
Please contact Customer Service if you have trouble accessing any part of our website. We continually work to improve accessibility.
Our website is designed to support commonly used assistive technologies and accessibility standards.
Please notify us as soon as possible and provide your bankruptcy case information. We will update your account accordingly.
Depending on your bankruptcy status and applicable laws, you may continue to receive informational statements.
In many cases, yes. Your payment process depends on your bankruptcy plan and your attorney's guidance.
Your attorney may contact our Bankruptcy Department using the contact information provided on our website.
You may contact our Bankruptcy Department or your bankruptcy attorney for account-specific information.
Most forms are available in the Documents section of our website.
You can request a payoff statement online, by phone, or in writing.
Year-end tax documents are available through your online account or by mail.
Yes. Previous mortgage statements may be available online or upon request.
Enrollment and cancellation forms are available in the Payment section of our website.
An escrow account is used to collect funds for property taxes, homeowners insurance, and other required expenses.
Your payment may change after an escrow analysis due to increases or decreases in taxes or insurance premiums.
An escrow analysis reviews your account annually to determine whether enough funds are being collected.
An escrow shortage occurs when there are insufficient funds to pay future escrow expenses.
Some loans qualify for escrow removal. Eligibility depends on your loan type and investor guidelines.
Forbearance is a temporary agreement that allows reduced or suspended mortgage payments during financial hardship.
Eligibility depends on your loan type, investor requirements, and your financial situation.
Generally, interest continues to accrue according to your loan terms.
Several repayment options may be available, including repayment plans, loan modifications, or payment deferrals.
To apply, start here or contact our Customer Relations Specialist team to discuss your options.
Most mortgage agreements require homeowners insurance to protect the property.
Ask your insurance company to send your updated policy information to us, or submit it now here.
If required insurance lapses, lender-placed insurance may be obtained as permitted by your mortgage agreement.
Contact your new insurance company and ensure they include your mortgage loan information when issuing the policy.
A loss draft is an insurance claim payment issued after property damage.
Your mortgage agreement may require both parties to endorse insurance claim checks.
Follow the instructions provided on our Loss Draft page here.
Processing time depends on the claim amount and required documentation.
Large claims often require inspections before repair funds are released.
Contact us immediately. We may have assistance programs available based on your circumstances. Let's start now.
Options may include repayment plans, forbearance, loan modifications, or payment deferrals.
You can apply online, by phone, or by submitting a complete assistance application.
Documentation may include proof of income, hardship information, and recent financial statements.
Review times vary depending on the completeness of your application.
Mortgage insurance protects the lender if a borrower defaults on the loan.
Mortgage insurance may be required based on your loan type or down payment amount.
Some mortgage insurance can be removed when eligibility requirements are met.
Contact a Customer Relations Specialist to discuss if you qualify, or submit a request here.
FHA mortgage insurance follows rules established by the FHA and may not automatically terminate.
You may request a payoff statement online, by phone, or in writing.
Payoff statements are generally valid for a limited period shown on the statement.
Yes. Review your loan documents to determine whether any prepayment restrictions apply.
Once funds are received and processed, we'll provide confirmation and begin releasing the lien according to state requirements.
Release timing varies by state law.
A mortgage recast recalculates your monthly payment after a qualifying principal payment while keeping your original interest rate and loan term.
Eligibility depends on your loan type and investor requirements.
Some loans may require a recast processing fee.
Minimum principal reduction requirements vary.
Ensure everyone's safety first, then contact your insurance company and notify us.
Mortgage assistance options may be available depending on your circumstances. Apply now.
Unless otherwise approved, payments remain due according to your loan agreement.
Insurance proceeds are generally managed through our Loss Draft process.
Visit FEMA.gov or contact our Mortgage Assistance team.
You may pay online, by mobile app, by automatic withdrawal, by phone, or by mail.
Yes. AutoPay allows your monthly payment to be automatically withdrawn from your designated bank account.
Yes. Be sure to specify that additional funds should be applied to principal.
Late fees may apply according to your loan documents and applicable laws.
Yes. Eligible customers can schedule payments in advance through online banking.
You may request copies by contacting Customer Service.
Many documents are available through your online account.
Delivery time depends on the type of document requested.
Some requests may be provided at no charge, while others may require a processing fee.
Requests may be submitted by mail or here.
SCRA provides certain financial protections to eligible active-duty military members.
Submit your military orders or other qualifying documentation to our SCRA Department.
Benefits may include interest rate reductions and foreclosure protections, subject to eligibility.
Eligibility depends on military service status and applicable federal law.
Please upload here or email to LoanServicingInbox@evergreenhomeloans.com.
Our Standard Servicing Fee Schedule is available online.
Returned payment fees may apply.
Some document requests may be subject to applicable fees.
Fees, if applicable, are disclosed in our Servicing Fee Schedule.
Yes. Certain fees are limited or governed by applicable state laws.
Review your welcome package, create your online account, and verify your payment information.
No. A servicing transfer does not change your loan terms.
Possibly. Check with your previous servicer and establish payments with us if necessary.
Your escrow balance transfers to the new servicer.
Typically, your due date remains the same unless you are otherwise notified.
Year-end tax documents are generally available by the end of January.
Tax documents are available through your online account and are also mailed when required.
The statement includes mortgage interest paid, taxes paid from escrow, and other reportable information.
Contact Customer Service to request a replacement copy.
Contact us promptly so we can review your account and make any necessary corrections.