Mutual Pay

We strongly believe the way we do things is just as important as what we do. Every team member is guided by our Core Values which define how we work, how we interact with each other, and guide us in determining how we best serve our customers, team members and local communities.

Refer to your loan closing packet for important information about your loan servicing.

Approximately 21 days from closing, you will be able to create, and login, to your new mortgage account.

Visit this link to register for your online mortgage account and click on “Register” 

If there is a co-borrower, both borrowers can create their own unique username and password. Each borrower can have only one username (as only one account is allowed per social security number). Only two borrowers can register per loan.

If you need additional assistance with setting up your online account, watch this video

What services can I access on the website?

• General loan information
• Year to date totals and principal balance
• Payments. Borrowers can make a one-time payment, enroll in, maintain or stop automatic payments on the website.
• History. Provides payment details including principal, interest and escrow.
• Schedule. View the amortization calculator; prefilled with current terms of the note. You can see the effect of changing your payment by selecting additional payment types (one time, monthly or annual)
• Escrow. Provides all pertinent information related to the escrow account. Displays balances, payments, along with tax and insurance information.
• Payoff. Borrower can request a payoff statement on the website.
• Statements. The statements page allows the user to view available statements online, sign up/deactivate paperless billing statements, 1098 statements, and other documents such as change of mailing address, third party authorization, and lien waiver forms.
• Secure Messaging.
• Ask Mia. Mortgage Information Virtual Assistant
• Learning Center. Gives you access to a variety of educational tools related to mortgage servicing such as escrow statements, financial hardships, glossary of mortgage terms, disaster assistance and payment assistance options.

The personal information in my account is incorrect. What should I do to get that corrected?

Contact our Customer Service Department at:

(877) 330-4066

Monday - Friday

7:00 am - 7:00 pm CST

Borrowers can make a one-time payment, enroll in, maintain, or stop automatic payments on the website.

How long does it take for my payment to be applied to my account after you receive it?

Payments are effective dated to the date the funds are received on both payments and payoffs.

• Payments received by regular/certified mail, and wire transfer are processed within one business day
• Payments received by overnight courier (FedEx, UPS, Express Mail) are processed on the day received.
• Please allow additional time if you are mailing your payment via US Postal carrier. Payments are posted when received. Delays in US Postal system may cause your payment to be received after the due date and late charges may be applicable if received after your “grace period.” See your Mortgage Note for details.

Where do I make my first payment?

• Payment by Mail: Payments by mail can be made to the following address based on your property location:
  • AZ, CA, HI, NV, Alberta, British Columbia - PO Box 7168 Pasadena, CA 91109-7168
  • IA, IL, MN, MO, ND, NE, SD, TN, WI, Manitoba, Ontario, Saskatchewan, Puerto Rico, Guam

  - PO BOX 0054 Palatine, IL 60055-0054

  • CT, DC, DE, IN, KY, MA, MD, MI, NC, NJ, NY, OH, PA, RI, SC, VA, WV, Quebec - PO Box 371306 Pittsburgh, PA 15250-7306
  • AK, AL, AR, CO, FL, GA, ID, KS, LA, ME, MS, MT, NH, NM, OK, OR, TX, UT, VT, WA, WY - PO Box 660592 Dallas, TX 75266-0592
• Telephone Payments: Some payments can be made by telephone. When permitted by applicable law, a fee may apply for this service in the amount of $9.50 when using the automated system, or $11.50 when speaking with a live representative. Payments can be submitted by mail or online for no additional fee, and other free payment options may also be available. To make a telephone payment or obtain information about free payment options, please contact us at (877) 330-4067.

How can I setup automatic payments?

The Payment page allows a choice of making a One-Time Payment or enrolling in, maintaining, or stopping Automatic Payments.

You can setup automatic payments by logging into your account and selecting “Payments” and “Automatic Payment.

Please Note:  There is a difference between: bill pay and auto pay...

With electronic bill pay, you are instructing your bank or credit union to make a payment (often in check form) from your account to be mailed to us.  This is something you arrange with your bank or credit union.  With auto pay you are giving the control to Mutual of Omaha Mortgage and we will remove the funds from your account automatically/electronically. 

Authorization is required – click this link to get started setting up automatic payments:  https://www.yourmortgageonline.com/autopay.

When is my payment considered late?

Mortgage payments are due on the date stated on the Mortgage Note. Typically, monthly payments come due on the first day of the month. Most mortgages have a grace period, generally 15 calendar days after the due date.  After this date, you may be charged a late fee.

Once a mortgage payment is 30 days late, the delinquency will be reported to the credit bureaus.

My mortgage payment was drafted more than once from my bank account, and I have been assessed fees. What should I do?

Please call please call us at 1-877-330-4066 for more information and instructions.

Are you having trouble making your mortgage payments?

If you are having difficulty making your mortgage payments due to circumstances beyond your control, we may be able to help. We have a number of ways to work with you during these difficult financial times that may help you keep your home. If you are having trouble, please do not delay in contacting us.

How do I start the process for payment assistance?

To start the process of determining if you are eligible for payment assistance options such as a repayment plan, modification, or temporary forbearance, we ask that you apply for hardship assistance and update the financial data that we have on file for you.

You can register online to apply for hardship assistance, or login with your account username and password.

For additional information on payment assistance - please call us at 1-800-669-4268.

COVID-19 NOTICE

Due to the circumstances surrounding COVID-19, there may be a heightened risk of fraudulent activity generally. Please take special care, and if necessary, only communicate directly with your mortgage lender. Additionally, never make your mortgage payments to anyone other than your mortgage lender without its written approval. Most importantly, stay well in these unusual times.

If you have additional questions about COVID-19 payment assistance options, please click HERE to watch this video.

Transfers of servicing are common with mortgage loans.

Many activities must occur during the life of a mortgage loan such as the application of monthly mortgage payments received from customers. Other activities may include the payment of taxes and insurance premiums from customer escrow accounts, customer service support, performing payment adjustments on adjustable rate mortgage loans, providing assistance with payment options during difficult times and many other activities. Collectively, these are mortgage-servicing activities performed by your mortgage servicer.

From time to time, mortgage loans transfer from one mortgage servicer to another. When that occurs, you will receive a Notice of Servicing Transfer from your current servicer prior to the transfer of your servicing as well as a similar notice from your new servicer after the transfer or the notices may be combined into a single notice of servicing transfer sent prior to the servicing transfer date.

Please know that a transfer of servicing does not change any terms of your mortgage loan. It only changes who is performing servicing activities to support your mortgage loan.

The Notice of Servicing Transfer letter relating to your new Servicer is mailed to you in an envelope from Mutual of Omaha Mortgage.

Your Notice of Servicing Transfer will provide you all the contact information for your new servicer.  To assist you, below are a few of the servicers who may receive servicing transferred by Mutual of Omaha Mortgage:

Who might be my new servicer?

In addition to the Servicing of your mortgage loan, the ownership of your mortgage may change as well. The owner of your mortgage loan (which are referred to as an “investor” or a “government sponsored entity”- “GSE”) provides a framework of requirements regarding your mortgage loan, including options available if you encounter difficulties in making your monthly payments. When the ownership of your mortgage loan changes, you will receive a letter providing this information. Often this is a letter sent by either Fannie Mae or Freddie Mac.

To see an example of the notice of ownership transfer, click below links

Fannie Mae Notice of Transfer

Freddie Mac Notice of Transfer

Have questions about an Escrow?

If you have an escrow and would like additional details, please click the link below to learn more

Escrow Video

What is escrow?

An escrow account is the portion of your monthly mortgage payment set aside to pay:

• Taxes
• Homeowner's Insurance
• Mortgage Insurance
• And other escrowed items as applicable

The monthly escrow payment amount equals 1/12 of the total of your taxes, homeowner’s insurance, and mortgage insurance if applicable. Depending on the location and state of your mortgage property, there are additional factors in the calculation of your escrow payment.

The monthly escrow amount is added to the principal and interest portion of your payment to make up your total monthly mortgage amount. Escrow amounts may change from year to year based on your tax and insurance amounts.

Some states allow mortgage servicers to maintain a cushion - or an additional amount of funds - to help offset a large shortage on the escrow balance should tax amounts and/or insurance premiums increase significantly. Cushion amounts may be no more than 1/6 of the total escrow charges for the year, which means no more than two months’ worth of monthly escrow collection may be maintained in the escrow account above and beyond amounts required to pay the bills for escrowed items when they come due.

Is an Escrow Account required on my loan?

Escrow accounts are required the life of the loan for FHA and VA loans. Conventional loan types may qualify for escrow deletion if specific Investor requirements are met. 

Can I delete my Escrow Account from my loan?

In some instances, escrow accounts may be removed from the mortgage loan. These have to be reviewed on a case-by-case basis, and a written request signed by every customer on the loan is required. For more information, please call us at (877) 330-4066.

I have an escrow account for taxes and insurance, and received a bill/notice taxes or insurance, have not paid.  What do I do with it?

Some City and County tax agencies send copies of bills to the property owner, even if taxes are included in your escrow account. If you have questions or would like to forward the bill to Mutual of Omaha Mortgage to ensure it is paid; please call us at (877) 330-4066.

Supplemental bills are often issued in addition to yearly real estate tax bills and are your responsibility. They are not collected through an escrow account.

Property Tax Reminders: It is your responsibility to file for any tax exemptions. Should you receive a delinquent, adjusted or corrected tax bill, please forward it directly to:

Tax Department

Mail Stop 1170

1 Corporate Drive, Suite 360

Lake Zurich, IL 60047-8945

Hazard Insurance Reminders: It is your responsibility to maintain proper and sufficient hazard insurance coverage. Hazard insurance includes Fire and Extended Coverage, and where required, Flood Insurance. To protect our mutual interest in the mortgaged property, we will require evidence of proper insurance. Absent this evidence, we are required to force place coverage (not including your equity) on your behalf and charge your mortgage account. You will be given prior notice before coverage is placed. Periodically, please consult your insurance agent to ensure that your policy adequately meets your needs. 

When your loan transfers to our Servicing center, it may take a few weeks for all documents and information to be updated. If you receive a notice that your insurance lapsed and your loan is escrowed, please call us at (877) 330-4066 or contact us at the address or fax below.

Hazard Insurance Department

PO Box 961292

Fort Worth, TX 76161-0292

or fax to (855) 640-4865

Why did my escrow payment increase from last year?

Increased escrow payments are due to escrow shortages.  An escrow shortage happens when there are not enough funds in your escrow account to pay for future taxes and/or insurance as determined by an Escrow Analysis.  Click here to learn more about your Escrow Statement.

I received a refund check in the mail, what is it for?

To verify if the funds need to be placed back into your escrow or are yours to keep, contact 877.330.4066.

I received a check from my insurance company that also has Mutual of Omaha Mortgage’s name on it. What are the next steps?

Please call please call us at 877-330-4066 for more information and instructions.

I obtained a new Homeowners Insurance policy after I closed on my loan. What are the next steps?

Under the Escrow section of your dashboard, there is a button to “Update Policy”.  You can update your information here or call us at 1-877-330-4066

When will I receive my 1098 Year End Interest statement?

The year end statement is available under the Statements section on the website. 

What is Private Mortgage Insurance (PMI)?

Insurance written by a private company protecting the lender against financial loss from a borrower who defaults on a mortgage. Private mortgage insurance is generally required on conventional loans that have a greater than 80% loan-to-value ratio.

Can I remove PMI from my monthly payment?

In the past, lenders would frequently drop the requirement for mortgage insurance once the current loan-to-value ratio dropped to 80% or less, which could be based on a new appraisal. This was done at the borrower's request. The general rule has evolved into more stringent requirements for deleting the insurance, primarily driven by Fannie Mae and Freddie Mac policies. 

If you have questions, please reference your PMI letter you received at closing, or call us at (877) 330-4066.

What is a Recast?

A recast is the process of paying a large principal payment on your loan and re-amortizing the payments over the remaining term of the mortgage. This does not shorten the term or change the interest rate like a refinance, but it reduces the amount of the principal and interest portion of the monthly payment over the remaining life of your loan. This process is most commonly associated with the sale of an original home, investment home or second home.

Principal reduction recast modifications are allowed on conventional and conforming Fannie Mae, and Freddie Mac loans. 

Conventional Fannie Mae and Freddie Mac loan types are eligible to be recast.

FHA, USDA and VA loan types are not eligible to be recast.

• $300 fee paid by the borrower
• No seasoning requirements
• Written request for a recast is required
• A minimum amount of $10,000.00 is required to be paid toward the outstanding principal balance
• Loans cannot have had any prior modifications
• Loans cannot be delinquent on monthly payments
• Loans cannot be in an active Bankruptcy status

When I complete my recast, will the Private Mortgage Insurance (PMI) be removed from my loan?

The process of removing PMI once a recast is complete does not occur automatically. This is a separate request and process.

Depending on the loan type, the amount paid toward the unpaid principal balance, and the original appraisal amount, loans may qualify to have PMI removed after a recast is complete.

My home has been damaged by a natural disaster. What do I do?

We hope that you are safe and we understand this may be a difficult time. We want you to know we are here to support you in any way that we can.

If your property has been damaged by Natural Disaster...

Next steps include reaching out to your Homeowner’s Insurance Company or your Secondary Insurance Company (this may include policies such as flood, and earthquake).

Whether you have experienced damage to your home or are having difficulty making your monthly mortgage payment, please know that we are here to help. Specialists are available to discuss your unique situation and to help guide you during this difficult time.

Please follow the steps below and we will guide you along the way…

1. If you experience damage to your home, the first step is to report the loss to your insurance company and file a claim. For an overview of the Insurance Claim process, please click here.
2. Once you have filed your claim, please click here for important information, including how we will handle your claim, forms, and our contact information. For questions regarding the processing of insurance claim proceeds, please contact our Loss Draft representatives at 877-592-0192.
3. Due to the disaster, you may be eligible for a temporary forbearance plan. This option may reduce or suspend your mortgage payment for a specific period of time to allow you to recover from this hardship. To discuss the payment assistance options available to you, please contact our Loss Mitigation specialists at  866-397-5370. A specialist will work with you to discuss your individual circumstances and options.

For an overview of the Payment Assistance Options, please click here.  

4. The Federal Emergency Management Agency (FEMA) is the primary source for federal disaster assistance. FEMA advises that all impacted individuals should register for assistance at disasterassistance.gov or by calling 1-800-621-FEMA (3362) or 1-800-462-7585 (TTY). The FEMA website provides a wealth of information in regards to disaster assistance that may be helpful to homeowners.

Federal Emergency Management Agency (FEMA)

A federal agency that, among other things, directs the activities of the Federal Insurance Administration and establishes flood insurance rates and terms of coverage, issues policies, processes claims, and identifies and maps flood-prone areas.

Hotline: 1-800-621-FEMA option 2 or TTY 1-800-462-7585

Website: www.fema.gov

To apply for FEMA disaster assistance: www.disasterassistance.gov

Or call 1-800-621-FEMA

Red Cross

To apply for Red Cross disaster assistance: www.redcross.org

Or call 1-800-RED-CROSS

Secure Email Messaging

The Secure Messaging Center is a feature that provides a way for you to exchange confidential or sensitive messages on a secure platform.  When sent, the message is encrypted for security purposes. The secure message link is found in the header bar of the online website.  It is formatted in a way to compose a new email message. 

Servicing & Loan Information

NEED HELP? 1-877-330-4066

Inquiries or Complaints

General inquiries, or complaints, should be mailed or secure messaged from your online account.

Be sure to include your loan number and telephone number, including area code, on all inquiries. RESPA Notices of Error and Requests for Information must be sent only to the address indicated below, including the specific Attention line noted.

RESPA Notice of Error/ Request for Information

Attention: Mail Stop NOE 1290, 1 Corporate Drive, Suite 360, Lake Zurich, IL 60047-8945