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

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.

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.

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.

No. You will receive new checks, which means your old checks should be destroyed; new checks should be used after your loan transfers on March 1, 2021.

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.

The payment mailing address for LoanCare is:

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

For overnight payments, please use this address:

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. Recurring ACH or autodraft payments set up through TIAA Bank’s website or mailed to us will transfer to the LoanCare system and will continue to draft as scheduled. Due to the transfer, there may be a five- to seven-day delay in LoanCare’s first draft payment; this will not result in any late charges or negative impacts to your credit.

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. 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 be able to register seven to ten days following the transfer of your loan servicing. For loans transferring in February, this will be approximately February 8 and for loans transferring in March, approximately March 9.

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.

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. The payment mailing address for LoanCare is:

LoanCare, LLC P.O. Box 37628 Philadelphia, PA 19101-0628 For overnight payments, please use this address:

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.

The payment mailing address for LoanCare is:

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

For overnight payments, please use this address:

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

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

 1-866-632-9396

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

 1-866-632-9396

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

 1-626-667-6419

Delinquent property tax bill(s)

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

 1-626-543-1090

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

 1-626-667-6419

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

 1-904-281-6380

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

 1-866-632-9396

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 annualcreditreport.com  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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LoanCare logo

We’ve recently partnered with LoanCare, a leading national mortgage servicer, to better support all of your home loan needs. By working with LoanCare, we’re providing a better home loan management and payment experience for our clients.

While all loans will be transferred to LoanCare by March 2021, not all loans will transition at the same time. You’ll receive the specific date of your loan transfer—along with other important information—from TIAA Bank in the mail.

Until then, please continue to use our TIAA Bank client login to access your mortgage.

Once your loan has transferred to LoanCare, you’ll be able to set up online access and payment capabilities at TIAABank.myloancare.com 

Until then, please continue to use our TIAA Bank client login to access your mortgage. Please note: Once your loan has transferred, you will still have access to tax documents and other important information through TIAA Bank.

Yes, depending on the method you use to submit your monthly payments.

Autopay

Recurring ACH or autodraft payments set up through TIAA Bank’s website or mailed to us will transfer to the LoanCare system and will continue to draft as scheduled. Due to the transfer, there may be a five- to seven-day delay in LoanCare’s first draft payment; this will not result in any late charges or negative impacts to your credit.

Third party

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.

Mail

If you regularly submit your payments via mail, you will need to send future payments to:

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

You can contact LoanCare for questions about your loan, or to make a payment.

LoanCare, LLC P.O. Box 37628 Philadelphia, PA 19101-0628  1-844-436-0374 Weekdays, 8 a.m. – 10 p.m. (ET) Saturdays, 8 a.m. – 3 p.m. (ET)