LOAN TRANSFER PAYMENTS ONLINE ACCESS FORBEARANCE Contact

The transfer of account servicing is a common business practice in today’s home loan industry and allows for efficient handling of your mortgage servicing needs. This transfer doesn’t affect any of the terms or conditions of your original mortgage loan. All TIAA Bank home loans will be serviced by LoanCare.

In this case, it means that TIAA Bank has engaged LoanCare to service mortgage loans on our behalf. Following the transfer of your loan, LoanCare will begin accepting and processing your mortgage payments, issuing your billing statements, sending you information and updates about your mortgage, paying property taxes and homeowner insurance from an escrow account (if applicable), and preparing your year-end statements.

LoanCare is a national leader in home mortgage servicing, with a reputation for outstanding client service and technical innovation. The company is a unit of Fidelity National Financial, a diversified Fortune 500 financial firm based in Jacksonville, FL.

You will receive email and mailed communications regarding the transfer of servicing, beginning approximately a month prior to your scheduled transfer date.

  • Communication for loans transferring in February will begin on January 7 and for most customers, will include advance and follow up emails plus a letter with critical details including your new loan number, loan payment address and information about online loan access.
  • Communication for loans transferring in March will begin February 3 and for most customers, will include advance and follow up emails plus a letter with critical details including your new loan number, loan payment address and information about online loan access.

The servicing of your loan is being transferred to LoanCare, acting as a sub-servicer for TIAA Bank. This mailed notice contains important information about the transfer including:

  • Contact information for LoanCare
  • The effective date of your loan transfer
  • Your new loan number
  • The new payment address for making your next mortgage payment
  • Important dates including when TIAA Bank will stop accepting payments and the date LoanCare will begin accepting payments
  • Confirmation that the transfer of servicing does not affect any term or condition of your mortgage loan, other than terms directly related to the servicing of your mortgage loan

Yes. Your new loan number will be included in the letter mailed to you approximately two weeks prior to the transfer of your servicing to LoanCare. Along with other information about the transfer process, your loan number can also be obtained by visiting the Servicing Transfers page at TIAABank.myloancare.com. Scroll down to the section titled “Find Your New Account Number.” Once there, fill out the form using your TIAA Bank loan number and the last four digits of your security number.

LoanCare is TIAA Bank’s subservicing partner and is not a debt collection agency. TIAA Bank has partnered with LoanCare to service all of our residential mortgage loans on our behalf. In certain circumstances, federal law requires LoanCare to disclose debt collection information prior to speaking with you. We also provide a similar disclosure in certain customer communications.

Your escrow balance may show $0.00 if, at the time of mailing, 1) your account is non-escrowed or 2) TIAA Bank had advanced funds on your behalf where there were not sufficient funds in your escrow account to cover the payments. This was likely for property tax payments or insurance. You can see a detailed view of your escrow account by visiting TIAABank.com.

Yes. We will notify your insurance company of the change in the mortgagee clause.

Your 2020 IRS Form 1098 will be mailed by January 31, 2021 and will be available online at TIAABank.com.

The changes have no impact on the review and processing of pending home mortgage applications. TIAA Bank home lending professionals will continue working with all pending applicants and will provide seamless service reviewing home mortgage applications.

The changes will have no impact on the closing of TIAA Bank home mortgage loans. Our home lending professionals will continue working with our clients to ensure the smooth, seamless closing of their approved mortgage loans.

As a pioneer in direct banking and home lending, TIAA Bank offers clients many easy, simple ways to apply for our home lending products online and by phone. To learn more about our products and services and to begin the process, just visit us online at tiaabank.com or call our home lending professionals at 1-877-436-4381.

No. All protections under the Act will automatically continue.

If you are able to take draws against your line of credit, you will receive a new supply of checks from TIAA Bank, Serviced by LoanCare to use for your home equity line of credit. Your previous checks will be honored until March 31. When you receive the new checks from TIAA Bank, Serviced by LoanCare, please start using them and be sure to destroy your existing checks.

Because of the timing of when the first LoanCare statement will be sent, you may see a longer or shorter interest accrual period. This will normalize with subsequent statements.

No. While the vast majority of loans will be serviced by LoanCare, some loans will be transferred to another service that can better address their needs.

After the transfer, there is a delay between the time when TIAA Bank stops reporting and when LoanCare will begin to report. Once LoanCare begins to report your mortgage loan to the credit bureaus you will be able to see the tradeline on your credit report. The estimated time for the LoanCare reporting is April 1 for loans transferred in February.

While TIAA Bank cannot directly advise regarding credit scores, according to the credit reporting agencies, TIAA Bank’s reporting your mortgage loan as “transferred” or “closed” may be the cause for the change in score. Any time there is a substantial change to your credit report such as a servicing transfer, you may see a temporary change in credit scores until the mortgage account is reported by LoanCare.

While the transfer of servicing of your mortgage loan to LoanCare was accurately reported by TIAA Bank, if you wish to submit a dispute, you may do so directly with the reporting agency or seek to add a comment to your report. Please review the timeframes provided by the credit reporting agency to review the dispute, as the LoanCare reporting may be present before the dispute is reviewed.

Equifax
P. O. Box 740241
Atlanta, GA 30374
1-800-685-1111

Experian
P. O. Box 2002
Allen, TX 75013
1-888-397-3742

TransUnion
P. O. Box 1000
Chester, PA 19022
1-800-916-8800

No, your payment due date remains the same.

Billing statements on current loans are mailed by the 15th day of the month. You should expect additional time for delivery for loans that are past due or in bankruptcy.

Choose the processing location that is most convenient for you.

EAST COAST CENTER

LoanCare, LLC P.O. Box 37628 Philadelphia, PA 19101-0628

WEST COAST CENTER

LoanCare, LLC P.O. Box 60509 City of Industry, CA 91716-0509

Overnight

LoanCare, LLC 3637 Sentara Way Virginia Beach, VA 23452

If you made a payment using the old information after the effective date of the servicing transfer, your payment will still be applied to your account, although the posting of your payment will be delayed. Late fees and/or negative credit reporting will not apply for a 60-calendar day period beginning with the effective date of the transfer.

Yes. If your payments are automatically debited from a designated checking or savings account, this service will continue with LoanCare, LLC after the transfer. While there may be a ten to twelve-day delay in LoanCare, LLC’s first draft payment, it will not result in any late charges or negative impacts to your credit. If your payments are not automatically debited from an account, you can set up that up at TIAABank.myloancare.com after the transfer.

The payee for your loan payment will be the same as today, listed as TIAA Bank.

You can make your check out to or set your bill pay payee as either LoanCare, LLC or TIAA Bank.

Yes. Following the transfer of your loan, visit TIAABank.myloancare.com, register or login to set up automatic payments or make a one-time payment.

Yes, following the transfer of your loan, visit TIAABank.myloancare.com, register or login to set up automatic payments or make a one-time payment.

If you are currently making payments through a third-party service such as bill pay, you will need to update the payee, payment address and loan number. This new information can be found in the letter mailed to you approximately two weeks prior to your scheduled transfer date.

No, we will no longer be accepting payments in our Financial Center locations. Once your loan transfers, we encourage you to visit TIAABank.myloancare.com for payment information, including the option to set up automatic payments or to make one-time payments online.

No. However, once you register at TIAABank.myloancare.com, you can enroll in electronic statements by visiting the Document Center.

Yes. You will now access your loan online at TIAABank.myloancare.com. Following transfer of your loan, you can sign up for electronic statements, set up recurring payments, make one-time payments, access documents and more.

You will need to set up new credentials at TIAABank.myloancare.com. Once you’ve received an email letting you know that it’s time to log in, visit TIAABank.myloancare.com and choose CREATE ACCOUNT in the upper right corner.

Once your loan transfers to LoanCare, the balance in MyTIAA/TIAA.org/TIAABank.com will show “0” because your information has transitioned to LoanCare. To access your loan information, establish automatic payments or sign up for electronic statements following the transfer of your loan, visit TIAABank.myloancare.com.

If you received a letter notifying you that your loan transfer was effective on February 1st or 2nd, you can now register at TIAABank.myloancare.com.

Clients with loans transferring in March will be able to register seven to ten days following the transfer of your loan servicing, which will be approximately March 9.

Yes. Your new loan number will be included in the letter mailed to you approximately two weeks prior to the transfer of your servicing to LoanCare. Along with other information about the transfer process, your loan number can also be obtained by visiting the Servicing Transfers page at TIAABank.myloancare.com. Scroll down to the section titled “Find Your New Account Number.” Once there, fill out the form using your TIAA Bank loan number and the last four digits of your security number.

TIAABank.myloancare.com is a mobile-friendly website, so a separate mobile app is not needed.

There is a seven-to ten-day period following the effective date of the loan transfer for setup and verification of loan information. Once this process is complete, you may register and access your online account. You will also receive a welcome email the day you are able to access your account.

To find your new LoanCare loan number, visit the Servicing Transfers page at TIAABank.myloancare.com. Scroll down to the section titled "Find Your New Account Number." Once there, fill out the form using your TIAA Bank loan number and the last four digits of your social security number.

Your 2020 IRS Form 1098 will be mailed by January 31, 2021 and will be available online at TIAABank.com. Additionally, your 2020 tax document will be available for download on TIAABank.myloancare.com after your loan transfers.

If you have a plan established, the plan information will transfer to LoanCare. If you received notice that your application was complete and under review, we will continue reviewing the application and you will be contacted if additional information is needed. Once your loan has transferred, if you have not yet submitted all documents or information required, please submit the outstanding items to:

LoanCare, LLC Attention: Mortgage Assistance Department 3637 Sentara Way Virginia Beach, VA 23452

After your loan transfer is complete, you may register at TIAABank.myloancare.com and visit the Your Mortgage Assistance Plan page for information on your plan. You may also contact the LoanCare Single Point Of Contact (SPOC) team by calling 1-800-909-9525.

After your loan transfer is complete, you may mail your payment(s) to the address below or contact your Single Point of Contact (SPOC) team to make your payment over the phone. Payments should be sent to LoanCare, LLC to the address closest to your mailing location:

EAST COAST CENTER

LoanCare, LLC P.O. Box 37628 Philadelphia, PA 19101-0628

WEST COAST CENTER

LoanCare, LLC P.O. Box 60509 City of Industry, CA 91716-0509

Overnight

LoanCare, LLC 3637 Sentara Way Virginia Beach, VA 23452

Once your loan has transferred, if you have not yet submitted a mortgage assistance application, please visit TIAABank.myloancare.com and review the information in the Mortgage Assistance section.

TIAA Bank intended to report the servicing transfer to the credit reporting agencies while maintaining the negative credit suppression, but instead your loan was reported as closed in a delinquent status. TIAA Bank is working with the Credit Reporting Agencies to revise what has been reported. Negative reporting suppression during your forbearance plan should continue once LoanCare begins reporting to the credit bureaus.

Choose the processing location that is most convenient for you.

EAST COAST CENTER

LoanCare, LLC P.O. Box 37628 Philadelphia, PA 19101-0628

WEST COAST CENTER

LoanCare, LLC P.O. Box 60509 City of Industry, CA 91716-0509

Overnight

LoanCare, LLC 3637 Sentara Way Virginia Beach, VA 23452

Yes. LoanCare can be reached at 1-844-436-0374, Monday-Friday, 8 a.m. - 10 p.m. (ET); Saturday, 8 a.m. - 3 p.m. (ET).

Please send any notices of error or information requests to the following address:

LoanCare, LLC ATTN: The Office of the Customer P.O. Box 8068 Virginia Beach, VA 23450

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Choose the processing location that is most convenient for you.

East Coast Center
TIAA Bank P.O. Box 71229 Charlotte, NC 2‌8272-1229
West Coast Center
TIAA Bank P.O. Box 79301 City of Industry, CA 9‌1716-9301
Overnight
TIAA Bank 301 W. Bay Street Jacksonville, FL 32202