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General Information Payment Information Payoff Information Financial Hardship Insurance Taxes Escrow Liens Credit Reporting 1098 Interest / Tax Form
Don't see your question listed? Call our Customer Care line at 800.327.7861



Payment Information

Whom do I contact if information about my mortgage is incorrect? Return
    Qualified Written Request - Notice of Error or Information Request. Under the Real Estate Settlement Procedures Act, a qualified written request is a written correspondence (other than notice on your payment coupon or other payment medium supplied by us) regarding the servicing of your loan which identifies your name, account number, and the specific reasons for the request, such as an error on your loan account or a request for information. Any qualified written request you wish to submit must be sent to:

    BSI Financial Services
    Attn: Qualified Written Requests
    1425 Greenway Drive, Suite 400
    Irving, TX 75038
Payment Information

How will my payments be applied? Return
    Payments we receive will be applied in accordance with the terms of your mortgage note. This generally means that funds will first be applied to any payments past due. Once your loan is current, any additional, available funds will be applied to outstanding fees, costs and advances prior to being applied to reduce your principal balance. Because our servicing system allows for one advance payment, if you send in enough additional money to satisfy another monthly payment, another payment will apply with any remaining funds then applied to fees, costs and your principal balance. Should you have any questions regarding a specific payment, please call our Customer Care Department at 800.327.7861.
What do I do if I have lost my account statement or did not receive an account statement? Return
    You are still responsible for making your payment on time. Please write your loan number on your check or money order and send your payment to the address below. Other payment options are also listed on the Payment Options page on this website.

      BSI Financial Services
      PO Box 660605
      Dallas, TX 75266
What fees will my account be assessed? Return
    We only apply a late fee. as stipulated in your note, when your payment is late. We will also apply a $250 Subordination Agreement fee if you refinance and we require Subordination Agreements with junior lien holders.
When will I be charged a late fee? Return
    Late fees are specified in your mortgage note. If your payment does not reach us within the grace period specified in your mortgage note, you will be assessed a late fee. Again, this is determined by the date the payment is actually received by BSI Financial and not by the mailing date or the date on the check.
Do you use the postmark date on my envelope for my payment received date? Return
    We do not use the postmark date from the envelope. Your payment is considered received the day it is received at our payment processing center or operations center.
How long does it take for my payment to be posted after you receive it? Return
    Payments that are properly noted with your loan number and mailed to the address on your statement will post within 24 hours of the day of receipt, provided they are received on any regular business day, Monday through Friday. Payments received on a weekend or holiday will post on the next regular business day, and would post as of the prior Friday date.
I sent my payment on time, but it has not been credited to my account and has not cleared my bank. What should I do? Return
    If two or more weeks have elapsed since you sent the payment, BSI Financial suggests, for your protection, that you ask your bank to put a Stop Payment on the check. You will then need to resubmit your payment to BSI Financial. If you elect to place a stop payment on the check, please note that BSI Financial will not be responsible for the stop payment charge from your bank, and a returned check fee (in accordance with applicable law) may be assessed to your account if the check is returned unpaid. Our Customer Care Department 800.327.7861 can assist you with alternative payment methods such as Pay-By-Phone (payment via the phone).
I mailed my payment to the prior servicer before I received the notification of transfer. Will my account be credited? Return
    If you mailed your payment to the prior servicer, it will be endorsed and forwarded to BSI Financial for proper credit to your account. If you receive a notice from us that it has not been received, please advise us immediately. Our Customer Care department will work with you to either secure the payment you sent, or make arrangements to resubmit the payment to us.
May I send extra money to apply to my loan? If so, how will it be applied? Return
    This is known as a curtailment or partial prepayment. If your loan is current and has the standard payment application requirements (check your Note, Mortgage and any applicable Riders for details), an amount in excess of the regular payment amount will be applied first to any outstanding charges (such as late fees or interest) and then to principal. Also, if your Note has a prepayment penalty, the extra amount you send could trigger that penalty. Please check your note and understand what it means.
When is my payment considered late? Return
    Late charges are specified in your mortgage note. A payment is considered late one day after the payment due date; however, late charges are assessed if the payment is received by us after expiration of the "grace period" specified in your mortgage note.
When are billing statements mailed? Return
    Statements are mailed monthly.
What information is on the billing statement? Return
    Your statement includes the following information:
    • The amount due on your mortgage, the payment due date, the amount of any late fee if we do not receive payment by the due date. If your note has multiple payment options, the statement will show the amounts due under every option.

    • An explanation of the amount due and how much of your payment will be applied to principal, interest and escrow. If your note has multiple payment options, the statement will detail whether the principal balance with increase, decrease or stay the same. It will also list the amount of any fees or charges imposed since the prior statement and any amount past due.

    • A breakdown of past payments, including amounts received and applied to principal, interest, escrow, fees and charges, and any amount sent to any suspense or unapplied funds account. It will also list the total of all payments received since the beginning of the current calendar year using the same breakdown.

    • A list of all transactions that have occurred since the last statement. A transaction is any activity that causes a credit or debit to be applied to the amount currently due. This list includes the date of the transaction, a brief description of the transaction, and the amount of the transaction for each activity on the list

    • Partial payment information. If a statement reflects a partial payment that was placed in suspense or unapplied funds account, the statement provides information explaining what must be done for the funds to be applied.

    • Contact information that includes a toll-free telephone number.

    • Account information that includes the amount of the outstanding principal balance, the current interest rate; the date after which the interest rate may next change; the existence of any prepayment penalty that may be charged, and Web address for either the Bureau list or the HUD list of home ownership counselors and counseling organizations and the HUD toll-free telephone number to access contact information for home ownership counselors or counseling organizations.

    • Delinquency information, which indicates whether your loan is more than 45 days delinquent; the date on which the loan became delinquent; a notification of possible risks, such as foreclosure, and expenses, that may be incurred if the delinquency is not cured; an account history showing, for the previous six months or the period since the last time the account was current (whichever is shorter), the amount remaining past due from each billing cycle or, if any such payment was fully paid, the date on which it was credited as fully paid; a notice indicating any loss mitigation program to which you have agreed, if applicable; a notice of whether we have made the first notice or filing required by applicable law for any judicial or non-judicial foreclosure process, if applicable; the total payment amount needed to bring the account current; and a reference to home ownership counselor information.
How do I request changes to my billing statement or mailing address? Return
    To request that a change be made to your billing statement, make your request in writing to:

    BSI Financial Services
    Customer Care Department
    PO Box 517
    Titusville, PA 16354.
Payoff Information

What is the amount needed to pay off my loan? Return
    The balance on your statement is NOT the amount needed to pay off your loan. If you are planning on paying off your loan, you need to order a payoff quote a minimum of 5 business days before your anticipated payoff date. Please be aware that our representatives cannot give you a verbal payoff quote.
Will I receive a refund, if I overpaid my loan in paying it off? Return
    Yes. Refunds are mailed within 30 days after application of payoff funds. However, keep in mind that your principal balance alone does not represent the total amount necessary to pay your loan in full. Typically, a payoff consists of principal, interest, any fees and may also include a prepayment penalty if your mortgage note provides for a prepayment penalty. Therefore, the total to pay off your loan could be considerably higher than your current principal balance.
What is interest in arrears? Return
    A simplified way to define interest in arrears is that the current month's payment pays the prior month’s interest. Most mortgage loans calculate interest in arrears.
If I plan to payoff my loan, must I send a regular payment? Return
    Yes. If the payoff of your loan will occur after your regular payment due date, you must send a payment to avoid collection calls, a late charge, and a possible negative report to the credit bureaus.
Financial Hardship

If I have financial problems, can BSI help? Return
    Yes. Our Collections Department is available to speak to you about options and to possibly make a referral to our Loss Mitigation Department, where trained associates can discuss payment solutions. You may contact our Collections Department directly at 800.327.7861, Monday - Thursday 8:00 AM - 8:00 PM (Eastern); Friday 8:00 AM - 5:00 PM (Eastern); Saturday 8:00 AM - 12:00 PM (Eastern).
What does BSI Loss Mitigation Department handle? Return
    The Loss Mitigation Department considers requests for relief due to financial hardship. This information will be required in writing, along with updated financial statements to allow BSI Financial to assess your financial situation and recommend loss mitigation or foreclosure prevention options.
If I find that I will not be able to make my payment on time, should I tell you? Return
    YES. It is important that we know if you are having temporary financial difficulties. If you find that you will not be able to meet your payment obligation on a timely basis, please contact us as soon as possible at 800.327.7861. If you participating in the HAMP program, call 866.209.4178.
If I am making payments on a Forbearance Agreement, will I continue to accrue late fees? If I make my payments as agreed under the Forbearance Agreement, how will my credit be reported? Return
    All payments past due under the terms of the original mortgage note during the term of the Forbearance Agreement will continue to accrue monthly late fees. Your account will be reported to the credit bureaus as contractually delinquent until brought current.
Is it too late to save my home if I am currently in foreclosure? Return
    No, it may not be too late. We may still be able to help you keep your home, but you must call our Loss Mitigation Department at 800.327.7861.
Am I eligible for the Making Home Affordable program? Return
    Please use the self-assessment tools provided on http://www.MakingHomeAffordable.gov to see if you may benefit from Making Home Affordable or call us toll-free at 866.209.4178 to speak with a qualified counselor. Based on your results, next step suggestions will be provided. If you qualify, based on your result, then print out a copy of the RMA form available in English PDF Format and Spanish PDF Format, complete it and mail it to us.
Can you still offer assistance if I previously claimed bankruptcy? Return
    Yes, we may still be able to assist you. However, options may be subject to court approval. You may want to consider authorizing your attorney to discuss workout options with us. Contact us at 800.327.7861
I am in a Bankruptcy now. Are there options to help me? Return
    Yes, we may still be able to assist you. You may want to consider authorizing your attorney to discuss workout options with us. Contact us at 800.327.7861.
What if I want to sell my property, but the offer I have is not enough to pay the loan off in full? Return
    There are situations where we can structure a settlement for the shortage to allow the sale to take place. There are also instances where we may accept the short sale without you having to pay any of the shortage (see workout options - Short Sale).
What if I have other questions? Return
    If you have any other questions, contact the Loss Mitigation team at 800.327.7861.
Insurance

Who do I contact to file an insurance claim as my property has been damaged? Return
    BSI Financial understands that this can be a very difficult time for you. We have a toll-free number set up to assist you with this process. Please call our Loss Draft Customer Care number at 800.327.7861 and select the option for escrow support:

    Monday - Thursday 8:00 AM - 8:00 PM (Eastern)
    Friday 8:00 AM - 5:00 PM (Eastern)
    Saturday 8:00 AM - 12:00 PM (Eastern)
Additional Contact information

    Regular Mail Address:

    BSI Financial Services Insurance Department
    P.O. Box 517
    Titusville, PA 16354-0517

    Overnight Mail Address:

    BSI Financial Services
    314 S Franklin Street
    Titusville, PA 16354
I just received an insurance check made out to both me and BSI. What do I do? Return
    If the check is under $10,000, and the loan is current, please forward to BSI Financial prior to endorsing the check. BSI Financial will endorse the check upon receipt and then return it to you so that you can make your repairs.

    If the check is over $10,000, then BSI Financial will monitor repairs to the property. Therefore, we ask that you send in the following information:

    • The contractor's proposal
    • The insurance adjuster's report
    • The hazard claims check endorsed by the borrower

    Without all three documents the Loss Draft Department will not be able to process your check. If you would like more information, please call the toll-free telephone number listed above.
Am I required to have homeowner's (hazard or property) insurance? Return
    Yes. If you have a home loan, you must have adequate insurance to cover the structure against loss. Every homeowner's policy has a section to list your mortgage holder as a loss payee. BSI Financial must be listed in the loss payee section. Your mortgage requires you to provide evidence of insurance upon request. If BSI Financial does not have proof of coverage, we will notify you that we need this information. If you receive an insurance request notification, please contact your agent/carrier immediately and advise them to provide us with evidence of insurance, and to ensure that BSI Financial is identified as the loss payee.
What are the minimum standards for homeowner's insurance? Return
    The minimum standard for property homeowners insurance is the that the dwelling must be insured to meet the unpaid principal loan balance and must have a correct mortgagee clause.
Why is it important to have BSI listed as the Loss Payee? Return
    This is important for several reasons, which ultimately affect you the customer, your agent/carrier, and BSI Financial. In the unfortunate event that your property suffers a loss, the insurance carrier needs this information to ensure that the repairs are completed in a timely manner. Each year your agent/carrier will send out the renewal policy to ensure that the servicer of your loan has evidence of insurance. Finally, for escrowed loans where BSI Financial is responsible for paying the annual insurance premium, your agent/carrier must have BSI Financial listed as loss payee with the correct address to ensure that we are billed timely and payment is made to avoid policy cancellation. Please ensure that BSI Financial is listed as loss payee on your insurance policy as follows:

    CLIENT NAME
    c/o BSI Financial Services
    P.O. Box 702168
    Titusville, PA 16354-0517
What if I don't have homeowner's insurance or don't provide proof of coverage? Return
    You agreed when you executed your mortgage to maintain homeowner's insurance. Therefore, if proof of continuous coverage is not provided, we may obtain a policy at your expense to cover damages to your home. Please note that you may be able to obtain homeowner's insurance at considerably less cost to you than the lender placed premium that may be assessed to your account. It is important that you realize that lender-placed insurance, although paid by you, affords you no coverage for the personal contents or personal liability coverage; it only protects BSI Financial in the event of damage to the structure.
Am I required to have flood insurance? Return
    If your property is located in an area designated by FEMA (Federal Emergency Management Agency) as a SFHA (Special Flood Hazard Area), you are required to have flood insurance coverage. You are also required to provide proof of continuous flood insurance coverage if your property is located in a SFHA. If BSI Financial does not have proof of coverage, we will notify you that we need this information.
What if I don't have flood insurance or don't provide proof of coverage? Return
    In accordance with your mortgage, flood insurance is required if your property is in an area designated as a zone Special Flood Hazard Area as determined by FEMA. Therefore, if proof of continuous coverage is not provided, a policy will be obtained - at your expense - to cover the structure only.
What if I have my own insurance policy and a lender placed charge has been assessed to my loan? Return
    Lender placed insurance is issued only when we have no record of other insurance coverage on file. If you have a current policy with the correct mortgagee clause and it meets the minimum policy requirements, please provide a copy of the policy to BSI Financial as soon as possible. Upon receiving evidence of insurance that covers any lapse in coverage according to our records, the lender placed coverage will be canceled and a refund processed back to the date of continuous coverage within 15 days.
How can I tell if my policies have already been paid? Return
    Contact Customer Care at 800.327.7861. You can also contact your insurance provider to confirm.
How can I tell if BSI Financial received my insurance renewal notice? Return
    Please contact Customer Care at 866.581.4513.
Where do I send my proof of insurance coverage? Return
    BSI Financial Services
    P.O. Box 517
    Titusville, PA 16354-0517
    Attn: Insurance
Taxes

Who pays my taxes? Return
    If you do not have an escrow/impound account with BSI Financial, you are responsible for paying your taxes when they become due. If you have an escrow/impound account with BSI Financial, your taxes will be paid when due from your escrow/impound account.

    Please refer to your Settlement Statement from closing to determine if you have an escrow/impound account established. You may also refer to your monthly billing statement to determine if your monthly payment includes an escrow portion, or contact Customer Care at 800.327.7861 to verify this information.

    If at any time you are required to send your tax bill directly to BSI Financial, please indicate your Loan Account Number on the tax bill and send it to:

    BSI Financial Services
    P.O. Box 517
    Titusville, PA 16354-0517
    Attn: Tax/Escrow
What if I receive a delinquent tax notice? Return
    If you receive a delinquent tax bill, please IMMEDIATELY call Customer Care at 800.327.7861.
Escrow

What is an escrow/impound account? Return
    An escrow account is where a portion of your monthly payment is set aside to accumulate the amount necessary to pay your real estate taxes and/or homeowner’s insurance premiums when they become due. Generally, an escrow account is set up when you purchased your home or refinanced your loan.
How often is the escrow account analyzed? Return
    Your escrow/impound account will be reviewed (analyzed) at least once a year. We will compare the monthly deposits into your escrow account to the projected payments to be made from your escrow/impound account. You will receive a written escrow analysis notifying you in advance of any necessary adjustments to your monthly payment amount.
Liens

How long will it take the lien to be released from my property after I have paid off my loan? Return
    The timing of a lien release or satisfaction varies depending on state requirements. However, the actual recording of the lien release/satisfaction is performed by the county, in which the secured property resides. Upon receipt of the lien release/satisfaction document, most counties record the document and return it to BSI Financial within 45 to 60 days. However, some counties can take from six to nine months.
What is subordination? Return
    When a borrower refinances his or her first lien mortgage loan, a new mortgage is created. The new creditor asks junior lien holders to remain in a subordinate position so that when the new mortgage is recorded it is placed in first lien position.
How do I obtain a Subordination Agreement on my second lien with BSI so that I can refinance my first mortgage? Return
    BSI Financial’s Subordination Department will provide a subordination requirements list to you or your mortgage company. If the proposed refinance meets all criteria, and a non-refundable fee is paid, a Subordination Agreement will be executed. To request subordination information in writing, send your request to BSI Financial Services, Attention: Subordination Department, 314, South Franklin Street, Titusville, PA 16354. Please be sure to include your loan number. If you would like to speak to someone regarding the subordination process, you may call us at 800.327.7861.
Why does your Subordination Department require certified funds for the processing fee? Return
    We require certified payment to ensure that there is no possibility of funds returning or checks bouncing because of non-sufficient funds.
Credit Reporting

Does BSI report to a credit bureau? Return
    Yes. BSI Financial reports to the following credit reporting agencies on a monthly basis: Experian, Trans Union, Innovis, and Equifax.
How can I get BSI to correct an error on my credit report? Return
    If you believe that BSI has provided inaccurate information to a credit bureau, contact the credit bureau directly:

    TransUnion
    P.O. Box 1000
    Chester, PA 19022
    www.transunion.com

    Experian
    P.O. Box 2104
    Allen, TX 75013
    www.experian.com

    Equifax Credit Information Services, Inc
    P.O. Box 740241
    Atlanta, GA 30374
    www.equifax.com

    Innovis Consumer Assistance
    P.O. Box 1358
    Columbus, OH 43216-1358

    The credit bureau will ask us to research and respond to your claim and then the credit bureau will reply to you.
When will my account be reported to the credit bureaus? Return
    BSI Financial reports to the credit bureaus monthly.
My spouse and I are divorced. Is it possible to have my spouse removed from the loan since he/she is no longer in the home? Return
    One of the borrowers may apply to assume the loan and release the other from liability. To determine if your loan is assumable, please forward a written request, including a copy of your Driver's License to: BSI Financial Services, Attention: Loss Mitigation, 314. South Franklin Street, Titusville, PA 16354. Please be sure to include your loan number. Once this information is received, your note and mortgage will be reviewed to determine if your loan is assumable. If your loan is assumable, we will forward an assumption package to you within 15 business days. The assumption process usually takes 4-8 weeks to complete. If your loan is not assumable, you will be notified by mail within 15 business days.
1098 Interest / Tax Form

When will I receive my Year-End Tax and Interest information? Return
    By the end of January each year, you will be sent a statement (Form 1098) of your account for the previous year's reporting. This statement shows your loan balance as well as the interest you paid since BSI Financial acquired your loan. You may need this information to complete your tax forms. We must also report this information to the IRS if the amount of interest paid is over $600.