Borrower FAQs

Frequently Asked Questions (FAQ)

Question? Click on a category below.

General Questions

  1. Midwest Loan Services is a mortgage servicing company that has partnered with your lender to service your loan. Customers are our number one concern and delivering top rated customer service to you is our number one priority. Our address is 400 Quincy St., Floor 6, Hancock, MI 49930. Our office hours are Monday through Friday 8:00a.m. to 8:00p.m. EST.
  1. No, your loan has not been purchased by Midwest Loan Services. We will simply be servicing your loan. As the servicer of your loan, we will take payments, process tax and insurance payments (if applicable), provide monthly statements, year-end related reporting and assist with any questions you may have regarding your mortgage loan.

For your protection, the only authorized person(s) on your loan are individuals who have signed your Mortgage Note at closing. Anyone that has not signed the Mortgage Note will need written authorization from you to access your loan information. To add authorized individuals to your loan, please contact our Customer Service Department to obtain an authorization form.

We can be reached by email at customerservice@midwestloanservices.com or by phone at 1-800-262-6574. Our business hours are Monday through Friday, 8:00am –8:00pm EST.

If you are not able to reach Midwest Loan Services by phone, you can email our Customer Service Department by email at customerservice@midwestloanservices.com.

You can obtain your loan balance by returning to the home page, selecting either Login or Register (and registering your account); Once logged into your online account, your loan balance will be listed on the Dashboard screen.

You can obtain your loan balance by returning to the home page, selecting either Login or Register (and registering your account); Once logged into your online account, select the My Loan icon to view your loan history.

If you would like to recast your loan, the process begins by submitting your request in writing to our Special Loans department at: specialloans@midwestloanservices.com.

In your request, include your full name, loan or transaction number, last four digits of your social security number and the total amount that you would like to process for your recast; Special Loans will contact you after your request has been received.

If you are interested in an assumption on your loan, the process begins by submitting your request in writing to our Special Loans department at: specialloans@midwestloanservices.com

In your request, include your full name, loan or transaction number, last four digits of your social security number; Special Loans will contact you after your request has been received.

Account Access Questions

If you are having trouble accessing your account because you do not remember your username or password, return to the home page and select Login where you will be directed to the Your Mortgage Servicing Center login page, here you can select Forgot Username or Forgot Password.

If you are still experiencing trouble accessing your account, you should contact our Customer Service Department by calling 1-800-262-6574. Our business hours are Monday through Friday, 8:00am –8:00pm EST.

If you are locked out of your account, you will need to reset your password by returning to the home page and select Login where you will be directed to the Your Mortgage Servicing Center login page, here you can select Forgot Password.

You can obtain your loan number by returning to the home page, selecting either Login or Register (and registering your account); Once logged into your online account, select the My Loan icon, under your loan balance, you will need to click on your condensed loan number to display your entire loan number. Your loan number can also be found on your monthly billing statement.

Payment Questions

Midwest Loan Services offers multiple options for you to make your payment. We offer 24 access to our website and our phone system; You can make your one-time or recurring monthly payment utilizing these methods.

Your monthly billing statement will also include a payment stub with our mailing address if you prefer to submit your payment through the USPS.

Finally, if you wish to speak with a Customer Service representative, you can speak with an agent Monday through Friday 8:00a.m. to 8:00p.m. EST by calling 1-800-262-6574.

Please note, payments made after 7:00pm EST on regular business days will be processed as of next day business.

If I send in more than my regular payment amount what happens to the additional amount?
Unless specified on your payment (i.e., check or payment coupon) all additional funds will be applied per a standard Mortgage Note; first applied to any contractual payments due, then to any late charges/fees owed and finally to your principal balance.

We are required to send a monthly billing statement, but that doesn’t mean we have to print it on paper. If you would prefer to receive electronic statements, simply login to our website and navigate to the Documents tab on your home page. Select the “Manage Delivery Preferences” tab on the right side of the screen and follow the directions for signing up.

We understand that things happen and that is why we are here to help. We have designated Loan Counselors available to assist you with your questions and concerns. Our default prevention team is up to date on training and educated on all resources available to you. Helping you find a solution that works for you is our top priority. If you need assistance, please call 1-800-240-4214.

Loan Payoff Questions

To pay off your loan, you will start by obtaining a Payoff Quote and payoff directions. This can be found under the “My Home” tab on our website. Navigate to the “Estimate Payoff” tab and select “View Payoff Quote”. You may also contact us at customerservice@midwestloanservices.com and request a payoff quote that way.
Please note that Midwest Loan Services only accepts certified funds for your final payoff.

You can produce a Payoff Quote on our website! Simply log into your account, select the My Home icon, you will now select the View Payoff Quote in the Estimate Payoff section, then select the option to Generate Quote, you will be required to input your payoff date and reason for payoff.

Please note that Midwest Loan Services only accepts certified funds for your final payoff.

10 business days after your certified payoff funds have been received, a Letter of Satisfaction indicating that the loan has been paid in full will be mailed to the mailing address that we have on file.

10 business days after your certified payoff funds have been received, your remaining escrow account balance will be mailed to the mailing address that we have on file.

Escrow (Insurance, Tax & PMI) Questions

An escrow account is an arrangement in which Midwest Loan Services collects funds from a borrower and disburses the payment due for taxes and/or insurance policies. A portion of your monthly payment (escrow portion) will be applied to your escrow account based on projected amounts needed to pay taxes and/or insurance. As an insurance bill comes due, your insurance company sends the bill to Midwest Loan Services for payment. We utilize a tax service that provides us with the amounts due for your property taxes.

This is the contact information that you will provide to your homeowners insurance company. Below is what you will provide to them:

Lenders Name (this is the name of the lender for your mortgage)
ATIMA or ISAOA 
P.O. Box 690748 
San Antonio, TX 78269

To obtain a copy of your Declarations Page, you can contact your insurance company directly to obtain this information.

If your mortgage is escrowed for insurance and your bill does not indicate that a copy was sent to your mortgage company (Midwest Loan Services), please forward the bill to our Escrow Department via email to escrow@midwestloanservices.com, by fax to 1-906-487-5883 or by mail to the mortgagee address above.

Midwest Loan Services will complete a new escrow analysis every 12 months to review payments collected and paid out of your escrow account. If a shortage is recognized, we will notify you by mailing you an annual escrow analysis statement. You will then have the option to pay the shortage in full or allow your shortage to be added to your monthly payment amount. This is generally spread over a 12-month period. If you become aware of an increase in your taxes or insurance and prefer to increase your monthly escrow payment amount to prevent a future shortage, please contact our Customer Service Department and we can assist you with setting this up. Escrow shortage payments can be made via USPS or by calling our Customer Service Department. When mailing in funds for your escrow please be sure to include a shortage remittance coupon, if applicable, or include a note on your check indicating what the payment is for.

You can obtain your Assessor Parcel Number by contacting your taxing authority.

You can view your loan history to verify that your taxes have been paid by logging into our website, navigating to the home page, and selecting the My Loan icon to view your loan history.

If you have questions regarding your flood insurance, you can email our Escrow Department at escrow@midwestloanservices.com.You can also call our Customer Service Department at 1-800-262-6574. Our business hours are Monday through Friday, 8:00am –8:00pm EST.

Private Mortgage Insurance, commonly referred to as PMI, is an insurance policy (paid by you) for your lender. Typically, this is required on loans when less than a 20% down payment was collected. A PMI Disclosure would have been both executed and provided at loan closing if you are required to have PMI.

It is your mortgage servicer’s responsibility to eliminate the PMI portion of your payment on the scheduled date (based on original amortization) when your loan has reached 78% loan-to-value (LTV) based on the original value of your home. On-time payment history requirements may also apply. *Note – some loan types such as FHA may have additional requirements.

Yes if your PMI Disclosure allows for early termination. Requirements can vary based on specific loan type and lender requirements. Feel free to call our Customer Service Department or email us at customerservice@midwestloanservices.com and we will gladly walk you through your options. We can also send you a letter that clearly explains the options available to you.

Insurance Claim Questions

Midwest Loans Service’s Special Loans Department is specifically trained to assist you with your insurance loss claim. Please alert us as soon as you have filed a claim with your insurance company. Our Special Loans associates are ready to assist you with your questions and concerns.

Midwest Loan Services is responsible for ensuring the property is restored to the original condition prior to the damage. This may include requiring funds be held to ensure the lien holders’ investment is protected. Once confirmation of work is completed all remaining funds will be disbursed. We are here to assist you throughout this process.

Year End Tax & Interest Statement (1098) Questions

Your annual year-end tax and interest statements will be available no later than January 31 of the current calendar year. You can obtain this document by returning to the home page, selecting either Login or Register (and registering your account); Once logged into your online account, select the Documents icon followed by selecting Taxes.

Your 1098 will be mailed no later than January 31 of the current calendar year. Please also be aware that this could be mailed along with your February billing statement.

You can obtain this document by returning to the home page, selecting either Login or Register (and registering your account); Once logged into your online account, select the Documents icon followed by selecting Taxes. Please note that Midwest Loan Services will only have your 1098 available to you if we serviced your loan during said time.

If you locate an error on your 1098, please contact our Customer Service Department at 1-800-262-6574. Our business hours are Monday through Friday, 8:00am –8:00pm EST.

I am interested in a new loan!

Midwest Loan Services does not originate loans, to obtain lending, you should reach out to your current lender.

Midwest Loan Services does not originate loans, to obtain lending, you should reach out to your current lender.

Midwest Loan Services does not originate loans, to obtain lending, you should reach out to your current lender.

Complaints, Notice of Error, and Qualified Written Request

To file a complaint, please submit a written statement to our Customer Service Department at customerservice@midwestloanservices.com or if you would like this issue addressed immediately, please call our Customer Service Department at 1-800-262-6574. Our business hours are Monday through Friday, 8:00am –8:00pm EST.

To submit your Notice of Error, please scan and email your document to customerservice@midwestloanservices.com or this can be mailed to us as well.

To submit a Qualified Written Request to us, please scan and email your document to customerservice@midwestloanservices.com or this can be mailed to us as well.

My Loan Was Transferred

The transfer of servicing is a common business transaction. Your lender has contracted with Midwest Loan Services to perform the servicing of your mortgage loan. Midwest Loan Services provides support in posting payments, sending statements, and obtaining escrow information.

No, your loan has not been purchased by Midwest Loan Services. We will simply be servicing your loan. As the servicer of your loan, we will take payments, process tax and insurance payments (if applicable), provide monthly statements, year-end related reporting, and assist with any questions you may have regarding your mortgage loan.

You should make your payments directly to Midwest Loan Services. We offer multiple options for you to make your payment. You can utilize our website, automated phone system, through our customer service department, or by sending your payments along with the payment stub from the bottom of your monthly billing statement.

No, the transfer of servicing does not affect any of the terms or conditions of your mortgage documents other than the terms directly related to the servicing of your loan.