Mortgage Loans

Mortgage Servicing FAQ’s

What if I have a question about my mortgage or escrow?

Family Trust Mortgage Servicing has a dedicated phone line for members at 855-582-0225. Representatives are available from 8 a.m. to 5 p.m. Monday through Thursday and 8 a.m. to 6 p.m. Fridays Eastern Standard Time. They also have secure messaging through online banking. Representatives are not available on federal holidays, or the day after Thanksgiving and Christmas Eve.

How will I make my payment?

  • By automatic draft. You will need to sign a form that authorizes our subservicer to make the mortgage payment.
  • Transfer through online banking.
  • Electronic Bill Pay. The address is 1 Corporate Drive, Suite 360, Lake Zurich, IL 60047
  • By mailing a check to Payment Processing Center, PO Box 371306, Pittsburgh, PA 15250-7306. Coupons for payments will be included in the monthly statement.
  • At any of our branches.

When is my mortgage payment due?

All Family Trust mortgage payments are due on the first of the month.

What if I want to make my monthly payment early?

You can make a payment anytime and there are no pre-payment penalties.

What if my payment is late?

Payments are considered late on the 15th of the month. Late charges are accessed based on the amount of principal and interest due. The fee rate varies by state.

What if my check bounces?

Two attempts will be made to collect if a check or draft is returned for insufficient funds. Members will be charged a $20 returned check fee if the check doesn’t clear after two attempts. This fee is in addition to any charges that the financial institution may charge.

Can I pay by phone?

You can pay be phone by calling 855-582-0225. The fee will be $9.50 to make a payment using the automated system, and $11.50 if you need assistance from a representative. Automatic draft and online payments are both convenient and free.

Is there an extra charge for a paper statement?

No. All Family Trust mortgagors will receive a paper statement each month unless they make electronic payments online and opt for E-Statements through online banking.

Can I get my statement via email?

Mortgage statements will be available electronically through online banking. Click on the mortgage tab.

Will my mortgage information be available through online banking?

Yes. You’ll find links to your loan summary and loan activity, information on your escrow, taxes and interest, and your E-Statement. You also can set your personal preferences, make a payment online, request loan documents, and find FAQs and our subservicer contact information.

Can I make extra payments and what is the benefit?

Yes, you can make extra principal payments. Please detail the amount of the principal curtailment on your payment advice/coupon. Your loan must be current with no fees outstanding before a principal curtailment will be applied. Making extra principal payments means your account will mature sooner resulting in less interest being paid over the life of the loan.

How do I change the mailing address on my account?

Mail a written request signed by all borrowers to:
Research Department,
1 Corporate Drive, Suite 360,
Lake Zurich, IL 60047

Fax a written request signed by all borrowers to: 847-574-7659

How do I submit my payoff amount?

Ordering a payoff statement is easy using a touch-tone telephone and Family Trust Mortgage Servicing’s automated information system. Follow the prompts at 800-550-7400. The turnaround time for having a statement mailed is approximately 48-hours. Requests to have statements faxed are usually handled within 24 hours. You may also order a payoff statement by speaking directly with a Family Trust Mortgage Servicing Customer Service Representative. Please note that Family Trust cannot process the payoff.

How can I order a Verification of Mortgage (VOM)?

Mail a written request signed by the borrower(s) to:
Research Department,
1 Corporate Drive, Suite 360,
Lake Zurich, IL 60047

Fax a written request signed by the borrower(s) to: 847-574-7659

How do I go about removing the Private Mortgage Insurance (PMI) on my loan?

Contact Family Trust Mortgage Servicing’s Customer Service Group at 800-550-7400. If PMI cancellation is permitted on your particular loan, you will receive a package outlining the requirements to remove it from your account.

Will I receive the balance from my escrow account after I have paid my loan in full?

Once your loan has been paid in full, the escrow/surplus balance (if any) will be refunded to the mailing address on Family Trust Mortgage Servicing’s system in approximately 15 business days of the payoff transaction. If you are moving, please be sure to provide any change of address at the time of the loan payoff.

Where should I send my tax bills and general correspondence?

1 Corporate Drive, Suite 360,
Lake Zurich, IL 60047

Where should I send my insurance bill?

PO Box 961292,
Fort Worth, TX 76161-0292

Call: 855-640-4865