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What you need to know

We are here to help

 

We want to ensure you are as informed as possible and want to answer any questions you may have. 

Payments Options

At Axia Home Loans, we are committed to providing you with the highest level of service. This includes finding the loan that is right for you as well as paying your mortgage in the most convenient way. Take a look below at the different payment options available:

Pay by Mail:

Send your payment, along with your coupon listing your servicing loan number, to:

Axia Home Loans LLC
Attn: DMI Payment Lockbox Network
1 Corporate Drive, Suite 360
Lake Zurich, IL 60047

Pay by Phone:

Call our Loan Servicing Customer Service Center toll-free at (855) 233-0938. You’ll enter your loan number and then select option 1.

Pay Online

Make your payment each month online! This is a quick and convenient way to make your monthly mortgage payment at no additional cost to you. Payments received by 5:00pm CST will be posted to your loan the same day. Payments received after that time will be credited the next business day. Pay online at: https://axiahomeloans.yourmortgageonline.com/.

Set Up A Monthly Automatic Reoccurring Payment Draft

Have your mortgage payment automatically deducted from your checking or savings account each month and feel secure knowing you’ll never miss a payment! Best of all, there is no additional charge for this service! First time users will need to register by completing an Authorization Agreement for Automatic Payment. The Automatic Payment Program (“APP”) instructions contained in this link will guide you through completing the authorization form and submitting it to our servicing operations center. Please allow 45 days for processing. Until you have been notified by our servicing center that the automatic draft is set up, please keep making your payments as usual. Additionally, you can sign up for Auto payment drafting via axiahomeloans.yourmortgageonline.com.

Budget Drafting Plan (Bi-Weekly Payment Plan)

Making biweekly mortgage payments is simple. Instead of paying once a month, every other week you pay half your monthly mortgage amount due. The real magic of the biweekly payment comes from the fact that there are 52 weeks in a year, giving you 26 total payments. If you were to make two payments a month, that would be just 24 payments in a year. Using the biweekly method, you make 26 payments – that’s two extra payments each year which is the same as making one extra monthly payment! To sign up, complete this form.

What to Expect After Loan Closing

Establishing You Servicer

Once your loan closing is complete, it will be sold into the secondary market and begin the process for permanent loan servicing. Axia provides email notifications advising you of upcoming transfers. For servicing that is not retained by Axia Home Loans, a Notice of Servicing Transfer Letter (Goodbye Letter) will be mailed to you advising you of the official transfer of servicing to another lender. This letter includes details and contact information relating to the transfer of your loan to the new servicer. You will also receive a welcome letter from your new servicer instructing you where/when/how to make payments along with contact information for that servicer.

Axia As Your Servicer

If Axia Home Loans retains the servicing of your loan, Axia has contracted with Dovenmuehle Mortgage Inc (“DMI”) to act as our sub servicer. This means that DMI will be performing the day-to-day servicing activities of your loan on behalf of Axia by overseeing your mortgage account. DMI will collect your payments, and, for loans with an escrow account, pay your taxes, homeowner’s insurance, and conduct other loan-related activities.

 

Once your loan is set up, you should expect to receive a “Welcome Package” directly from Axia Home Loans Servicing Operations Center. This package will provide you with a new loan servicing number, the correct payment location, correspondent address and phone numbers, and a current monthly statement. Monthly mortgage statements will be sent out every month.

Property Tax/Home Insurance Payments

If your loan is escrowed for taxes and/or homeowner’s insurance, Axia Home Loans or your new servicer is responsible for the timely and accurate payment of these items. Rest assured these payments will be made on your behalf.

Not Sure Who to Pay?

Should you have any questions about who to make your mortgage payment to, call our Customer Service Center at 877.507.6070 or email us at servicing@axiahomeloans.com.

FAQs
  • How do I educate myself on my mortgage loan?

    Axia offers numerous education videos and customer information regarding how to read an escrow analysis, disaster assistance, understanding year-end tax documents, what to do if your experience financial hardship, and a glossary of mortgage terms. These can be found in the learning center at https://axiahomeloans.yourmortgageonline.com/.

    Can I Set Up a Bi-Weekly Mortgage Payment?

    Making biweekly mortgage payments is simple. Instead of paying once a month, every other week you pay half your monthly mortgage amount due. The real magic of the biweekly payment comes from the fact that there are 52 weeks in a year, giving you 26 total payments. If you were to make two payments a month, that would be just 24 payments in a year. Using the biweekly method, you make 26 payments – that’s two extra payments each year which is the same as making one extra monthly payment! To sign up, complete this form.

    What happens If I Pay Extra on My Loan?

    Money is applied directly to the principal balance after the current payment is processed, which will reduce the unpaid balance of your mortgage loan. You can request to have the payment revised based on the new lower balance and re-amortized over the remining life of your loan.

    When is payment due/late payment fee charged?

    Payments are due on the 1st of each month. You may be charged a late fee for payments received after the 15th of the month.

    What happens if I am notified that Axia is transferring the servicing?

    Axia will provide you a courtesy email notifying you to the pending servicing transfer. An official Notice of Servicing Transfer (Goodbye Letter) will be sent from Axia providing specifics of the effective transfer date, new servicer, payment information, contact information, etc. The new servicer will provide a Notice of Servicing Transfer Letter (Welcome Letter) 15 days following the effective transfer date, which provides you with your new servicing loan number, contact information, and payment information.

    Do I need to contact my insurance company?

    In order for Axia Home Loans to process your insurance renewal request, it is important that your insurance company has the mortgage clause indicated below. Axia does provide each insurance company with these notifications, but it is helpful if you ask your insurance carrier to change the mortgagee clause to:

    Axia Home Loans LLC
    Its Successors and/or Assigns (ISAOA)
    As Their Interests May Appear (ATIMA)
    PO BOX 961292
    Ft. Worth, TX 76161-0292

    Will I receive billing statements?

    Every month you will receive a detailed statement with a coupon attached that you may use to mail in your payment. You may sign up for electronically delivered statements (E-Statements) using your online mortgage account page: https://axiahomeloans.yourmortgageonline.com/.

    When will I receive my year-end information for tax purposes and for my records?

    Axia Home Loans will provide you with yearend 1098 statements no later than January 31st. These statements will reflect the amount of mortgage interest paid and any real estate taxes paid through your escrow account during the period of time your loan was serviced by each company.

    Why did my escrow amount change?

    Axia Home Loans complies with the Real Estate Settlement Procedure Act which requires us to perform an annual analysis of your loan. This analysis may result in an escrow account adjustment. You will receive an escrow analysis statement detailing the specifics of this analysis each time an analysis is performed.

    I may soon be called to active duty in the military. What do I need to do?

    Please send in a copy of your orders to report for active duty to:

    Axia Home Loans/Dovenmuehle Mortgage
    Attention: Customer Service
    1 Corporate Drive, Suite 360
    Lake Zurich, IL 60047

    custserve@yourmortgageonline.com

    Please include your servicing loan number in your submission.

    How can I obtain the total amount to pay off my loan?

     You may request a written payoff quote via our secure website https://axiahomeloans.yourmortgageonline.com/, through our automated phone system, or by calling one of our Customer Service Representatives at 1-855-233-0938. In an effort to ensure all amounts quoted are accurate, we do not provide verbal payoff figures.

    If I need information on my loan, who should I contact?

    We certainly encourage you to take advantage of the convenience of accessing your loan information on our secure website. Should you have questions that cannot be answered, or if you would simply prefer to speak to a representative, please contact Axia Home Loans Customer Service Department at 1-855-233-0938.

    How can I change my personal contact information?

    You can change your mailing address, telephone number, and email address Online at https://axiahomeloans.yourmortgageonline.com/ or complete the form on the back of your payment coupon and mail it with your monthly payment.

Tax Forms

Year-end Tax Statements (1098/1099 Tax Forms)

 Each year, you will receive a year-end tax statement which will reflect the amounts Axia Home Loans has paid for your escrow items along with any items paid at closing. If your servicing transferred during the year, you will also receive a 1098 from the new servicer.

 If Axia is servicing your loan, you may also find your mortgage tax statement at https://axiahomeloans.yourmortgageonline.com/.

Online Access to Your Mortgage

If Axia Home Loans has retained the servicing of your loan, you can access your mortgage loan online at : https://axiahomeloans.yourmortgageonline.com/. To access your mortgage loan on-line you will need your new mortgage loan servicing number, found on your monthly mortgage statement. Simply complete a few registration steps and you’ll have 24/7 online access and enjoy the following features:

 

  • Stay up to date on your account activities
  • Make sure your payments are on time
  • View Current Loan Information
  • View Monthly Mortgage Statements
  • Set up paperless statements
  • Make a One Time Draft for your monthly payment (No cost to you)
  • Set up monthly reoccurring payment drafting (No cost to you)
  • View Loan Activity
  • View Prior Year’s 1098
  • View Pay History
  • View Escrow Account Activity
  • View Amortization Schedule
  • Create email/text notifications
  • View Late Payment
  • Access the online learning center for resources related to escrow analysis, year-end tax documents, disaster assistance, financial hardship, etc.
Hardship Assistance

Axia Home Loans has many programs designed to help borrowers get through rough times. The right option for you depends on your individual circumstances.

 Short Term Payment Difficulties

 If your payment difficulties are temporary, you may qualify for one of the following options:

  • Reinstatement – this is the payment of the total amount due in a lump sum by a specific date.
  • Forbearance plan – this allows you to reduce or suspend payments for a short time and then bring your loan current. A forbearance plan may be combined with a reinstatement when you know that you will have enough funds to bring your loan current at a later date, such as a tax refund, insurance settlement, or investment reaching maturity.
  • Repayment plan – this is an agreement to resume making your regular monthly payments plus a portion of the past due amount each month until you bring your loan current.

Long Term Payment Difficulties

If your payment problem is long term or it is not likely that you will be able to bring your loan current at any time, other options may be appropriate including the following:

  • Modification – if you are able to make some monthly payments but are unable to bring your loan current, a modification permanently changes the terms of your loan to make the monthly payments more affordable. These changes may include one of more of the following: adding the missed payments to the loan balance, reducing the interest rate or extending the term of your loan.
  • Sale of property – the property is put on the market and the mortgage loan is paid off from the proceeds at closing. In a “short sale” situation, the lender accepts less than the total amount due and still considers the loan paid in full.
  • Deed-in-lieu of foreclosure – foreclosure is a legal process by which a lender takes ownership of your home if you do not make the mortgage payments. With a “deed-in-lieu”, the lender accepts a transfer of the title to your home instead of foreclosure.
  • Partial claim – you may be able to receive a one-time interest-free loan from the mortgage guarantor to bring your loan current. You may be allowed several years before repaying this separate loan.

Please note that the longer you wait, or the further you fall behind on your payments, the harder it will be to find a solution for you.

For support, view our Hardship Assistance page or call Axia’s Loss Mitigation Department toll-free at (866) 397-5370. A staff member will guide you thru the steps to get assistance and explore options that may be available to you. Please do not delay – the sooner that you call, the more likely we can find an alternative for you.

Government Housing Counselors  

The U.S. Department of Housing and Urban Development (HUD) sponsors housing counseling agencies throughout the country that provide advice and guidance regarding mortgage loan defaults, foreclosures, credit issues and foreclosure alternatives. You can find a HUD counselor in your area by visiting the HUD website https://apps.hud.gov/offices/hsg/sfh/hcc/hcs.cfm or by calling HUD toll-free at 800-569-4287.

Axia Customer Service

Axia Home Loan’s guiding mission is to restore the American Dream through responsible lending and sustainable home ownership for each and every customer. We are here to make your needs our highest priority by making the transition of your loan into servicing as smooth as possible.

Should you have any questions following the closing of your new loan with Axia Home Loans, feel free to call our Customer Service Center at 877.507.6070 or email us at servicing@axiahomeloans.com.

Mailing Addresses for Axia-Serviced Loans:

Send your payment along with your coupon listing your servicing loan number to:

Axia Home Loans LLC
Attn: DMI Payment Lockbox Network
1 Corporate Drive, Suite 360
Lake Zurich, IL 60047

General Inquires/Correspondence

Axia Home Loans
Mail Stop 1290
1 Corporate Drive, Suite 360
Lake Zurich, IL 60047-8945

Insurance Renewals/Bills

Axia Home Loans
ISAOA/ATIMA
P.O. Box 961292
Ft. Worth, TX 76161-0292

Qualified Written Requests/Notices of Error/Requests for Information

Axia Home Loans
Attn: Mail Stop NOE 1290
1 Corporate Drive
Lake Zurich, IL 60047-8945