No. The terms of the loan are not affected by this transaction. Your loan is simply being transferred to TIAA Bank for servicing.

Yes. Your previous servicer will forward the payment to TIAA Bank and we will credit it to your loan. However, sixty (60) days after the transfer, they may no longer provide this service and the payment may be returned to you.

It takes approximately 5-7 days after the loan transfer date for the Client Solutions Specialists to access your loan information. We can still assist you with general information such as mailing address for payments. Standard servicing practices will still be conducted during this period.

Once your account is on our system, you can register your loan for convenient online access. After you register and log in to your account via our homepage, you can view your mortgage loan online, manage your account, and make payments anytime, 24/7. You can set up AutoPay, which is a free service to our clients.

If your account was modified prior to the loan transfer, the modification terms will remain in place. If your modification request has not been finalized, how we proceed will depend upon where you were in the process prior to the transfer. TIAA Bank will provide you with the name and contact information of your Relationship Manager shortly after we receive your account. In the meantime, if you have questions, contact our Homeowners Solutions Team toll-free at 1-800-669-7724. We’re here to help.

Yes. If you currently have escrow funds held for the payment of your taxes and/or insurance premiums, TIAA Bank will continue collecting these funds and making the payments on your behalf.

Although your insurance company has been notified of your new servicer as a routine part of this transfer, we encourage you to confirm with your insurance carrier that they changed the mortgagee clause to the following:

TIAA, FSB, Its Successors and/or Assigns P.O. Box 620138 Atlanta, GA 30362

Your loan number should also be the new TIAA Bank loan number.

Typically, your statement and payment coupons are mailed within the first 30 days of loan servicing.

To access your statement online and enroll in online delivery, log in to your mortgage account and choose ‘Manage communication preferences’ in the Quick actions section. Then, under ‘Document delivery method,’ choose online delivery for your statements and tax forms. You’ll be able to view or download your documents any time you need them, and will no longer receive physical coupon books or mailed statements.

If your loan recently transferred to TIAA Bank, please wait 5-7 business days after your loan is transferred to use these services.

TIAA Bank offers several convenient payment options:


If registered in online account access, log in to your account and make one-time payments or enroll in AutoPay.


Simply call 1-800-669-9721. After entering your loan number, follow the prompts to continue. Fees may apply.


Simply submit your payment along with payment coupon or loan number to one of our regional payment processing locations.

View Address Details

*Please note:

If you were registered in an automatic payment service with your previous servicer, this feature will not transfer. After your loan appears on TIAA Bank’s system, you may register for online account access via our homepage. Then once securely logged in to your account, you may set up AutoPay or make one-time payments. Please continue to remit payment through one of our other payment options until you receive confirmation of registration.

If you use an online or bill paying service, please update the payee information to:

TIAA Bank P.O. Box 71229 Charlotte, NC 2‌8272-1229

Also, it’s important to update the account number to your new TIAA Bank loan number.

Both your previous servicer and TIAA Bank will provide you with separate statements no later than January 31. 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.

To access your documents online and enroll in online delivery, log in to your mortgage account and choose ‘Manage communication preferences’ in the Quick actions section. Then, under ‘Document delivery method,’ choose online delivery for your statements and tax forms. You’ll be able to view or download your documents any time you need them, and will no longer receive mailed statements.

To find out if you qualify for an interest rate reduction or other benefits offered by the Servicemembers Civil Relief Act, please send a copy of your orders by mail or fax to:

TIAA Bank Attn: Special Services P.O. Box 2167 Jacksonville, FL 32232


Yes. If you have been paying premiums for life, disability, accidental death insurance or other optional products, these policies will not transfer to TIAA Bank and may be cancelled. If you wish to continue your optional coverage, please contact your product provider and discuss the possibility of directly remitting your premium to them.

TIAA Bank’s standard fees are as follows:

Returned payment due to insufficient funds $30.00 or maximum allowed by state
Priority handling fee on conventional & VA loans $20.00
Priority handling fee for FHA loans $5.00

Note: Fees may vary by state and loan type and are subject to change.

Other mortgage-related fees 

While your loan is in the process of being transferred, if you need assistance you may call our Client Solutions Team at 1-888-882-3837 and they will be ready to assist you.

Your house is collateral for your mortgage. This insurance protects both you and TIAA Bank if there is a loss involving your property.

You will need to give your agent your loan number and the following loss payee/mortgagee clause:

TIAA, FSB, Its Successors and/or Assigns P.O. Box 620138 Atlanta, GA 30362

TIAA Bank will accept minimum hazard insurance coverage of the lesser of either 1) your remaining loan balance or 2) 100% insurable value of your property. Property values change over time. As such, we recommend that you consult with your insurance agent to determine the appropriate coverage for your property.

Yes, you can change homeowner’s policies. To change policies, you must:

  • Contact your insurance company to cancel the old policy effective when the new policy begins.
  • Have your agent provide us with a copy of the new policy and your authorization to accept the policy.
  • Provide your agent with your loan number and the mortgagee clause:
    TIAA, FSB, Its Successors and/or Assigns P.O. Box 620138 Atlanta, GA 30362

Yes. The terms of your loan agreement require evidence of continuous coverage on your property. Otherwise we may purchase lender-placed insurance on the property.

Do NOT send your claim check with your mortgage payment. Please contact the Client Solutions Team at 1-888-882-3837 for instructions.

Paid for by the mortgagee, this is coverage the lender obtains to protect its interest in the property. It is usually more expensive than homeowner’s insurance since it’s obtained without a property inspection and does not insure against losses to personal property or provide liability protection.

Mortgage insurance protects a lender against some financial loss if a borrower defaults on the mortgage loan. It is different from other types of insurance purchased by a borrower, and should not be confused with credit, life, property or casualty insurance. Mortgagors cannot file a claim against the policy. Depending on the terms and conditions of your loan, you may be required to purchase mortgage insurance.

You may request that your mortgage insurance on your primary residence be cancelled when the loan to value ratio reaches 80% (using the original value of your house when you received your mortgage loan). Your lender or investor will then determine whether you are eligible for cancellation of your mortgage insurance based on certain criteria under the Homeowner’s Protection Act, such as whether you have a good payment history and your loan is current.

If your loan is current, the mortgage insurance on your primary residence will be cancelled when your loan reaches 78% (using the original value of the priority securing the loan). If for some reason the mortgage insurance on your primary residence is not cancellable at these intervals, it must be cancelled at the midpoint of the amortization period of your loan if you are current.

There are different requirements for FHA loans and loans secured by non-primary residences.

Send your written request for cancellation by mail or fax to:

TIAA Bank P.O. Box 2167 Jacksonville, FL 32232


The first amount needed to determine the loan-to-value is the lesser of purchase price and appraised value. This is determined from the price paid for the home or the value the appraiser deemed the home was worth at the time of underwriting the mortgage. The formula for calculating the loan-to-value is the current loan balance divided by the lesser amount of purchase price or appraised value.

Send your written request for cancellation by mail or fax to:

TIAA Bank P.O. Box 2167 Jacksonville, FL 32232


Once we receive your request, we will review your account based on specific guidelines governed by your loan and/or the conditions set forth by the investor for your loan. We will respond in writing with a decision or options required to qualify the loan.

An escrow account is a separate account established by the lender to ensure the payment of property taxes, hazard insurance, flood insurance (if applicable), and FHA insurance or private mortgage insurance (MIP or PMI). Each month a portion of your scheduled monthly mortgage payment is set aside in an escrow account. When it’s time to pay property taxes or insurance premiums associated with your mortgage loan, the lender will disburse payments from the funds set aside in your escrow account.

An annual escrow account statement, also called an “escrow analysis,” provides a review of your escrow account over the last twelve months and includes anticipated taxes and insurance premiums for the next twelve months.

To learn more about your escrow statement and how to read it, review our escrow statement guide  or escrow coupon guide 

An escrow cushion is designed to cover potential increases in tax and insurance payments that may occur during the escrow year. Absent unusual increases, this cushion insures that sufficient funds are in your escrow account to pay such increased amounts. Federal law prohibits these cushions from exceeding 1/6 of your tax and insurance disbursements for the year.

Your escrow refund will be mailed to you approximately 20 days after your loan has been paid in full, provided your escrow account has a surplus. You should verify that TIAA Bank has your current mailing address so there are no delays in receiving your refund.

Current property tax bill(s)

TIAA Bank Tax Department P.O. Box 1499 Covina, CA 91722


Delinquent property tax bill(s)

TIAA Bank Tax Department P.O. Box 1499 Covina, CA 91722


Yes, that is possible. If you escrow taxes and insurance, your monthly mortgage payment includes an amount for these payments, which will be paid on your behalf by TIAA Bank. These taxes and premiums will most likely change over the life of your loan. TIAA Bank reviews the amounts being collected for these items annually and makes any necessary adjustments to your monthly payment. You are notified of these changes through an Annual Escrow Analysis Disclosure Statement. You will receive an Escrow Analysis Disclosure Statement annually, in accordance with the Federal Real Estate Settlement Procedures Act (RESPA).

If we hold an escrow account for your taxes, you can view the tax disbursement online or by calling the Client Solutions Team at 1-888-882-3837.

If you receive a supplemental tax bill from your taxing authority and choose to pay the bill yourself, forward a copy of the receipt of payment to our office. We will adjust your escrow account to collect for the higher tax bill so that you will not have a supplemental tax bill in the next tax cycle.

If you want the supplemental tax bill paid from your escrow account, please make a copy for your records and forward the original bill along with your loan number to our office along with a written request for the taxes to be paid to:

TIAA Bank Tax Department P.O. Box 1499 Covina, CA 91722


If an escrow account is not established, you should pay the supplemental tax bill. If the supplemental tax bill is delinquent and you are unable to pay, please contact the Client Solutions Team at 1-888-882-3837.

Living in a “homeowner area” means that you receive your property tax bills from your taxing authority, but the lender is not sent a copy of the bill. We ask that you make a copy of the bill for your records. Forward the original to us to pay from your escrow account.

If your exemption is approved, you will need to forward your new estimated tax amount as provided by your tax collector or assessor on their letterhead. Once TIAA Bank has received confirmation, including the new tax bill amount, we can issue a new Escrow Analysis Disclosure Statement and adjust your monthly payment accordingly. If your tax collector or assessor is unable to provide this information, the amount received from your collector at the time of the next installment date will be used to update your loan information. Typically, when you receive a tax exemption your monthly escrow payment will be lower.

You may mail or fax your tax correspondence to:

TIAA Bank Attn: Escrow Department P.O. Box 2167 Jacksonville, FL 32232


As required by law, TIAA Bank will mail your statement to you by January 31. If you’d like to access your statement online, log in to your mortgage account and choose ‘Manage communication preferences’ in the Quick actions section. Then, under ‘Document delivery method,’ choose online delivery for your statements and tax forms. You’ll be able to view or download your documents any time you need them. If you are enrolled in online delivery by December 30 of the calendar year, you will receive your year-end statement electronically and will not receive a mailed statement.

Please consult your tax advisor.

That agreement was made between you and the party that assumed your loan. We calculate the interest based on the date the seller last made a payment. For example, if your last payment was made for May, we would give you credit for payments made that calendar year through May’s payment. The assuming party will get credit for the interest paid from June through the end of the year.

TIAA Bank is required to report interest based on how the names are listed on the Promissory Note signed for the loan. Any legal documents you have should reflect who has the right to claim any interest paid. If the co-mortgagor has transferred title of the property to you, please forward a copy by mail or fax to:

TIAA Bank Attn: Notice of Error or Requests for Information P.O. Box 40509 Jacksonville, FL 32203


Upon receipt of this information, we will make the appropriate updates to your account. These changes will be reflected on future 1098 statements.

The IRS does not require us to report the total amount of interest paid under more than one Social Security number. We report it under the primary mortgagor’s Social Security number. TIAA Bank does not determine how the interest is claimed on your tax return.

If your payment is received after the last day of the month it is due, it may appear on your credit report as past due in the following month.

Your loan may not appear on your report for a variety of reasons, such as:

  • Your loan recently funded or transferred to TIAA Bank. Reporting usually begins 30 days after a loan is funded or 60 days after your loan is transferred to TIAA Bank.
  • Your Chapter 7 bankruptcy was discharged and you did not file a reaffirmation agreement with the court.
  • You are currently involved in a Chapter 13 bankruptcy case.
  • There may be other reasons for your loan to not appear on your credit report. If you have questions about reporting for your loan, please call the Credit Reporting Help Line at 1-888-632-9320.

We must report payments we receive fairly and accurately. If your payment is posted late due to our oversight, we will update your credit reporting; however, we cannot be responsible for U.S. Mail delays or data entry errors you may make when paying online. Please be sure to remit your payments when they are due and check your account to make sure that funds are remitted and received timely. You may also review your loan status by registering (if you haven’t already) and logging in to your account via our homepage.

Credit reporting agencies remove accounts automatically 7 years after the payoff date or delinquency date, or 10 years after the bankruptcy discharge date.

You may contact us in writing at:

TIAA Bank Attn: Notice of Error or Requests for Information P.O. Box 40509 Jacksonville, FL 32203

You may also contact the major credit reporting agencies directly as shown below:

Equifax Information Services LLC P.O. Box 740256 Atlanta, GA 30348 More information 

TransUnion Consumer Solutions P.O. Box 2000 Chester, PA 19022-2000 More information 

Innovis Attn: Consumer Assistance P.O. Box 1640 Pittsburgh, PA 15230-1640 More information 

If you participate in a trial repayment plan while your loan is delinquent, we will continue to report the delinquency throughout the trial process; however, your credit report will state that your loan is under a partial payment agreement. Once your loan is brought current through the modification, we will report your account as current as long as payments are made timely under the modified loan terms.

In most cases, you are still responsible for the debt if your name is listed on the Mortgage Note and we report credit on all responsible parties.

Federal law requires that each of the three nationwide credit reporting agencies – Experian, Equifax, and TransUnion – give you a free credit report every year if you ask for it. Visit  for more information and to order your report. You can also find other important information there, as well as links to government websites related to credit topics.

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