Help Center

Frequently Asked Questions

Looking for an answer to your home loan questions? Here is a list of the most frequently asked questions and responses. To quickly assist you, type a keyword word into the “Search For” field to see only those responses that include the keyword you are searching for, or scroll through all the questions. We hope this helps answer any questions you might have.

HomeLoanServ requires a 10 day written notice to make any changes to ACH/automatic payment withdrawls. This includes bank account number changes and cancellations.
Please contact our office regarding the process for claim check endorsement. You can email us at [email protected] or through the message center in your HomeLoanServ account. Or you can call customer service at 800-526-7145 and follow the menu options for hazard claims.
Please clink this link to see our fee list. This list is also sent to you each year in your payment coupon book or as an insert to your escrow analysis if your loan is set up on AutoPay. If a bankruptcy is filed, fees that vary by state may be assessed to the loan.
Yes. If any annual disbursements change, the monthly collection amounts will be calculated based on the new amounts due.
Please click on this link for an authorization form. This form must be completed and returned to the message center, email [email protected] or mail to HomeLoanServ P/O Box 7899 Boise, ID 83707 . We will no longer accept verbal authorization.
Homeowners, flood or wind insurance refunds can be returned to your escrow account online by completing the 'escrow' field when you make your monthly payment. Or, you can write 'Make payable to HomeLoanServ' on the back of the refund check, sign it and mail it to HomeLoanServ, Attention: Insurance Refunds, PO Box 7899, Boise, ID 83707. Please include your loan number. You can also call and make a phone payment to your escrow account for a $10 fee. Any questions regarding insurance can be emailed to [email protected]
The cushion is a required dollar amount to remain in the escrow account to offset unanticipated increases in the property tax amounts or insurance premiums.

This amount cannot exceed 1/6th of the total amount of items paid out of the escrow annually.

A shortage occurs when your escrow account does not have sufficient funds to pay for property taxes and/or insurance premiums. Unexpected increases to the items paid through your escrow account can cause a shortage. For example: if property taxes increase from the prior year, your escrow account must fund the full amount due. The difference would be included in the shortage amount. You will have two options to pay the shortage:

1. Pay the shortage amount in one full lump sum. A shortage remittance form will be included with your escrow analysis. Typically, your monthly mortgage payment will still increase but for a lower amount than when choosing option 2.

2. Pay the shortage amount monthly with your mortgage payment. The shortage will be spread over 12 months and added to the monthly payment.

An overage occurs when your escrow account has more funds than required at the time of the analysis. For example: if your insurance premium decreased from the year prior, the premium amount paid would be less than anticipated. The difference would be included in an overage amount. The overage amount will be refunded in one of two ways:

1. If the overage is less than $50, the funds will be spread out over a period of 12 months and be credited to your monthly payment amount. At the end of the credit period, the new monthly payment amount will begin.

2. If the overage is over $50, and your loan is current a refund check for the overage amount will be included with Annual Escrow Account Disclosure Statement or mailed to you.

* The overage amount cannot remain in the escrow account or be treated as a prepayment of escrow funds. Real Estate Settlement Procedures Act (RESPA) requires the overage funds to be sent back to you.

* If your mortgage account is more than 30 days past due, the overage amount will remain in your escrow account. The overage can be released once your mortgage account is current and it has been confirmed that an overage still exists.

An escrow account is established to hold money collected by your lender to pay your hazard insurance, mortgage insurance and property taxes when they become due. This is sometimes called an impound account.

Your monthly mortgage payment includes an amount, approximately 1/12 of the anticipated total annual tax and insurance due. This account may contain a cushion, also referred to as a reserve.

HomeLoanServ is the department that provides customer service on your loan.

Please review your email program's help documentation for instructions on how to add our automated response email addresses ([email protected] and [email protected]) to your "safe senders" list.

You can check here for basic instructions for common email programs. Please note that this link is provided for your convenience and we do not take responsibility for its content.

We respect the privacy and security of your personal information. Just like you, we want all of your personal information kept that way: personal and secure. Our staff adheres to the detailed privacy policy that is available here for your review.
You may make your payment using HomeLoanServ.com, using automatic bank draft, by mail, or automated IVR 1-800-526-7145 option 9.

Create a HomeLoanServ Account to set up Auto draft.

MAIL PAYMENTS TO

PO Box 7541
Boise, ID 83707-1899

PAYMENT DROP OFF ADDRESS

565 W. Myrtle St.
Boise, ID 83702

No, once auto draft is set up, it will remain in effect until it is cancelled. If the payment changes, the auto draft will also change.
Yes, If you set up auto withdraw in HomeLoanServ you can go in and edit it.
If you pay online, there is a link to make a principal payment, keep in mind you must pay your full monthly payment due before a principle payment is made. If you pay by mail, you can write your check for an additional amount and indicate it is for your principal on the payment coupon sent with your check. Making additional payments reduces the amount of interest you pay on the loan. Whenever an additional principal is paid on your loan, the next payment due is calculated on the lower principal balance. So your monthly payment is the same, but you pay less to interest and more to the principal balance.
Your payment is due on the first day of the month. Late charges are assessed to the loan if payment is received after the 16th of the month. Postmarks are not considered when determining late payments. If the 16th falls on a weekend or a holiday, you have the following business day to make your payment.
Call us as soon as you know your payment will be late. Through our free counseling service, a counselor will help you with a plan to get back on track.
Contact us immediately, no matter the situation. HomeLoanServ has loan counselors who are trained and experienced in dealing with every situation. Contact a free housing counselor here.
Our mortgage loans to not allow deferment of payments. If you are having problems making your payment, please contact us immediately. We may have other options that can help.
Credit cards cannot be accepted for payments. However, you can pay via Debit card by phone or on-line. There will be a 4.25 convenience fee when paying by debit card.
We cannot add people to a loan but we can update the name of an original borrower. Send a photocopy of the legal document showing the name change and a written request which includes your loan number to customer service to PO Box 7899, Boise, ID 83707. In come cases, names can be removed from a loan. To find out more about this, contact customer service at [email protected]. You can authorize someone to call and ask questions on your behalf. We need signed authorization to speak to anyone not on the loan. Download the required form HERE and email it back to [email protected] when completed.
To remove a spouse from an Idaho Housing loan, the borrower who will be keeping the home must qualify for the home on his or her own. However, not all loans are eligible for Release of Liability. To find out more about this process, call customer service
One of the requirements of some loans is that the borrower must occupy the home for the life of the loan. If you have to move, for example because of a job transfer, contact customer service with your new address, phone numbers, and your plans for the home. We may approve a waiver of this requirement.
An escrow—or impound—account is where funds are held to pay property tax and insurance bills on your behalf. Your loan is escrowed, a part of your mortgage payment goes into your escrow account every month.
On a fixed rate loan the principal and interest portion of your payment does not change. However, the escrow portion of your payment may change. The escrow payment is affected by increases or decreases in the tax and homeowners insurance bills we pay from your escrow account.
Contact customer service at [email protected] for instructions on paying the shortage.
Each year you should receive a bill (or copy of the bill) from your county treasurer. We will receive the same information electronically and will pay your taxes from your escrow account.
Contact your specific tax office.

Your homeowners insurance is paid from your escrow account.* We should receive a bill directly from your insurance company. However, if you receive your homeowners insurance bill, contact your insurance agent and make sure they add HomeLoanServ as the mortgagee so they know where to send the insurance premium billing. Ask your insurance agent to add this information to your policy as the mortgagee clause:

HomeLoanServ
ISAOA/ATIMA
PO Box 818007
Cleveland, OH 44181

Please be sure your insurance agent has HomeLoanServ listed as your lender and knows that your loan is escrowed for insurance. Please also provide your loan number to your agent so your bill can be processed promptly. Your agent may fax the bill to (888)218-9257 or email it (in pdf or tif format) to [email protected].

This email is for insurance documents only, any questions regarding insurance should be directed to [email protected]

*Condominiums may have different requirements, please contact our office with condominium specific insurance questions.

Homeowner insurance is important for protecting your investment in a home from fire, theft, and other potential dangers. Adequate homeowners insurance is a requirement of your loan. If you do not obtain your own insurance, lender-placed insurance will be purchased for you that you will have to pay through your escrow.
Homeowners insurance documents can be faxed to (888)218-9257 or it can be emailed to [email protected] (this is a no-reply email and documents must be in pdf or tif format). If you have questions regarding insurance, please email [email protected]. The mortgagee clause is HomeLoanServ ISAOA/ATIMA; PO Box 818007, Cleveland, OH 44181.
Mortgage insurance, either from a private company or a government agency, makes loan with little or no down payment. Mortgage insurance is generally required when the loan-to-value of the home is greater than 80 percent. Although paid for by the borrower, the policy insures the lender against loan default.
Typically private mortgage insurance can be removed from your loan payment once the required loan-to-value of the home is reached. Mortgage insurance through a government agency, like FHA, can be required for the life of the loan. Email [email protected] to see if your loan is eligible for mortgage insurance removal.
Payoff quotes are only provided in writing. Email [email protected] if you need to request a payoff amount. Please include your loan number and the date you want the payment amount calculated to as payoff amounts change daily. The max good through date is 30 days. Please fill out this form in its entirety for all third party payoff quote requests.
If you didn't find the answer to your question, email customer service at [email protected].
If you have additional questions on your loan, use the information here to contact us.

Still not finding what you are looking for? Please contact customer service.