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Frequently Asked Questions

Yes. Effective January 1, 2016, flood requirements mandate escrow for flood insurance premiums for any commercial loans that undergoes certain activities, such as a modification.

No, we are legally required to make refund checks out to all borrowers listed on the loan

Contact your local tax authority or insurance agent. They can help answer questions about changes in your taxes or insurance.

No. In order to change the due date of your mortgage loan payment, you must refinance your loan. We do not offer refinancing. Contact your bank or a loan finance company if you want to refinance.

Your security is important to us. Because of its highly sensitive nature, we do not allow the option to change your User ID.

Note: If you have forgotten or misplaced your User ID, you can find it when you reset your password. Visit the log in page. Click “Having trouble accessing your account?” and fill out the form. The email sent to you will include your User ID.

No, Community Loan Servicing does not defer mortgage loan payments.

That depends on the terms of your commercial loan. You may be subject to prepayment penalties. Please review your promissory note and loan documents.

If you need a copy of your note or have any questions, feel free to call us at 1 (866) 616-0330. Our hours of operation are Mon–Friday 8 AM to 6 PM ET.

No, we do not accept postdated payments.

Yes. Call our Customer Relations Team at 1 (866) 616-0330. Our hours of operation are Mon – Fri 8 AM to 6 PM ET. You can also download a copy online by logging on to your account here and clicking the “Statements” tab. We have copies of your Billing Statements during the time we have serviced your loan.

Community is required to escrow all taxes, insurance, etc. for all modifications.

Log into your account here and click the ‘Statements’ tab.

Not all loans have a negative amortization factor. Negative amortization is based on your loan type and terms. This can be found in your mortgage document

This depends on the note of the loan. Most mortgage loan payments have a short grace period after the due date. If your payment is sent after the due date but received before the grace period expires, you will not be charged any late fees and you will not be reported to a credit bureau.

Yes, we automatically create an escrow account for taxes and insurance when you modify your loan

Pre-payment penalties could also apply if you pay extra principal on your mortgage in small amounts at a time.

No. When you purchased your property, you should have received a copy of the unrecorded deed from the title agent. The deed should have been returned to you after it was sent for recording at the Recorder’s Office in the county of your property. You can obtain a copy of the deed from your County Recorder’s Office.

Community does not offer refinances.

No, however your banking institution may resubmit it on your behalf, which is outside of Community’s control. Please contact your bank for details.

All payments should be made to Community on or before the due date. If the note allows, the customer has until the end of the designated grace period to make the payment before a late charge is assessed.

To authorize a third party to act on your behalf, we need a written signed authorization from the person(s) listed on the mortgage/note. First, please download an authorization form by clicking here. Next, to submit your request to us please click here. You will be prompted to log in before accessing the form where you will be able to attach the completed authorization. If you are having trouble, please give us a call at 1 (866) 616-0330. Our hours of operation are Mon-Fri 8 AM to 6 PM ET.

To change the name on your account, we need valid documents for proof such as:

– marriage certificate

– divorce decree

– name change affidavit

– valid ID

– Social Security Card

Log in to your account, visit the Contact Us page, and send us an email. Fill out the form and upload the document(s).

To change the mailing address on your account, we need a written or verbal request.

Verbal: Call us at 1 (866) 616-0330. Our hours of operation are Mon-Fri 8 AM to 6 PM ET.

Written: Log in to your account, visit the Contact Us page, and send us an email. There is a form for you to fill out.

To change the property address listed on your account, we need a copy of the 911 address change paperwork from the county. It can be uploaded through our online form.

Log in to your account, visit the Contact Us page, and send us an email. Fill out the form and upload the document.

To change the Social Security Number on your account, we need a copy of the filled out and completed W9 form for the Social Security Card. It can be uploaded through our online form.
Log in to your account, visit the Contact Us page, and send us an email. Fill out the form and upload the document.

To change the telephone number listed on your account, we need a verbal request from the person(s) listed on the mortgage/note.

Verbal: Call us at 1 (866) 616-0330. Our hours of operation are Mon-Fri 8 AM to 6 PM ET.

  • If you set up a recurring payment schedule over the phone you will receive both a verbal confirmation and a letter.
  • If you make a one-time payment online you receive an email confirmation.
  • If you make a one-time payment over the phone, you will receive a verbal confirmation only.  Be sure to write down the confirmation number.

The fastest way to find your Asset Manager’s contact information is to look at letters you have received from Community or log in to your online account. Don’t have an online account? Have your loan number, last 4 digits of the primary borrower’s social security number, and property zip code ready to register for an account here.

If you cannot find your Asset Manager’s name or number through either one of these options, call our Customer Relations Department at 1 (866) 616-0330 and ask to be redirected to your assigned Asset Manager. Our hours of operation are Mon – Fri 8 AM to 6 PM ET.

To receive a copy of your original mortgage note, please submit a written request to:

Community Loan Servicing, LLC

Attn: Customer Support

4425 Ponce de Leon Boulevard, Suite 300

Coral Gables, FL 33146

Please be sure to include your loan number on the written request.

Download an extra copy by logging in here and clicking the ‘Statements’ tab.

If you cannot find the statement you are looking for, call our Customer Relations Team at 1 (866) 616-0330. Their hours of operation are Mon – Fri 8 AM to 6 PM ET.  We have copies of your Billing Statements during the time we have serviced your loan.

To make a payment online, login to your online account or register for an account with Community. Once you are logged in, click on the “Pay Now” button. Please note if you are behind on your mortgage payment by 120 days or more, you will not be able to make a payment online. Please contact your Asset Manager to find out what options may be available to bring your account current.

Overnight Mail: Please send overnight payments to this address:

Community Loan Servicing, LLC

4425 Ponce de Leon Blvd, Suite 300

Coral Gables, FL 33146

Phone: Call 1 (866) 616-0330 – 24 hours a day, 7 days a week – to make payments with Community’s automated phone service.

Wire Transfer: Please remit the wire transfer to Community Loan Servicing, LLC

Funds should be wired to:

ABA #021000021

ACCT #447450847

JP Morgan Chase

One Chase Manhattan Plaza

New York, NY 10005

Please provide your loan number to make sure your wired funds are credited correctly.

Pay by Mail: Mail you payments at least 10 days before the due date:

Community Loan Servicing, LLC

PO Box 650091

Dallas, TX 75265-0091

You have three options.

  1. Call us at 1 (866) 616-0330 to request that copies be mailed to you. Our hours of operation are Mon – Fri 8 AM to 6 PM ET.
  2. Mail your request to: Community Loan Servicing, LLC Attn: Customer Support 4425 Ponce de Leon Boulevard, Suite 300 Coral Gables, FL 33146.
  3. You can also view and print your IRS 1098 and 1099 Tax Forms when you log in or register for an online account.  Once logged in click the “Statements” tab. Then click on “1098/1099 Statements” to view your tax forms from 2013 through last year.

You do not need your account loan number for registration. To Register for an account, you will need your mailing ZIP code and the last 4 digits of your Social Security Number.

Note: Your account loan number is always listed on your billing statements.

For security reasons, we do not send billing statements by email. However, you can receive your monthly billing statements through your online account when you sign up to go paperless. The process is fast and simple.

Log in to your account by clicking here.

If you don’t have an account yet, register now here.

  • Visit the Profile section
  • Click the Paperless tab
  • Check both boxes
  • Save

You will be notified via email each month when it is available to view online. They will be under the Documents > Statements tab.

Write to us at:

Community Loan Servicing, LLC

Billing Statement Opt In/Opt Out

PO Box 331409

Miami FL., 33233-1409

All requests to either start or stop receiving statements must be submitted in writing. Your request will be reviewed to ensure it meets any applicable court rulings about your case.

Borrowers should reference the terms of their loan agreements, note and /or mortgage.

Log into your account:

  • Click Edit My Profile
  • Enter your new email address in Primary Email Address Field
  • Enter your new email address in Confirm Primary Email Address Field
  • Click Update Information

Use one of our five simple ways to return documents to send Community your declaration page with your policy number and contact information for your insurance agent/carrier. Community will review it for any missing information and notify you.

Log into your account:

  • Click Edit My Profile
  • On this screen you can update your:
    • Email address
    • Mailing address
  • Click Update Information once your changes are complete.

Log in to your online account,

  • Click Edit My Profile
  • Scroll to the bottom of page:
    • Enter your Current Password
    • Enter your New Password (must be 8-20 characters long and contain letters, numbers and symbols)
    • Enter your New Password a second time to confirm
  • Click Update Information

There are a few options available:

  • If you are already registered for an online account, you may submit a question through our website by clicking here.
  • If you need a copy of your Year-End Form, it may be found in the Documents tab of your online account.
  • You may call our Customer Relations Team at 1 (866) 616-0330. Our hours of operation are Mon-Fri 8 AM to 6 PM ET.
  • You may mail your questions to: Community Loan Servicing, Attn: Customer Support 4425 Ponce de Leon Boulevard, Suite 300 Coral Gables, FL 33146

Contact you Relationship Manager or Asset Manager for instructions.

To make a payment online, log in to your account or register for an online account with Community. Once you are logged in, visit the Payments tab. You can make a total payment or partial payment depending on the status of your loan. (In some instances, partial payments may not be allowed.)

We also encourage you to sign up for automatic monthly payments. Setting up auto pay with Community allows you to be worry free about missing a payment in the future. Instructions on how to sign up are listed in the Payments tab.

We offer a variety of ways to make your payments. To learn about our payment options, click here.

You can request a copy of your satisfaction by sending your request to:

Community Loan Servicing, LLC

Attn: Customer Support

4425 Ponce de Leon Boulevard, Suite 300

Coral Gables, FL 33146

For assistance, click this link: Your Guide to: Monthly Mortgage Statements.

A written request along with a copy of the mobilization order must be sent to Community to take advantage of benefits.

You may mail your written request to:

Community Loan Servicing, LLC

Attn: Customer Support

4425 Ponce de Leon Boulevard, Suite 300

Coral Gables, FL 33146

Or fax your written request to 305.631.5660.

You will need your mailing ZIP code and last 4 digits of your Social Security Number.

On the home page, click Register.

  • Enter your mailing ZIP code
  • Enter the last 4 digits of your social security number
  • Click Continue 

On the next screen, double check that the account number and property address is correct before continuing.

  • Create your User ID
  • Create your Password (must be 8-20 characters long, and contain letters, numbers and symbols)
  • Enter and confirm a personal email address (not your employer’s email address for you)
  • Read through the Email and Phone Consent information
  • Read and accept the Terms and Conditions
  • Click Enroll

Click here to send us an email and we will investigate.  Please include either your CLS Account Number or property address so that we can identify you.

Submit your request in writing and mail it to:

Community Loan Servicing, LLC

ATTN: Escrow Dept.

4425 Ponce de Leon Boulevard, Suite 300

Coral Gables, FL 33146

Be sure to include your loan number in your request.

At least three (3) business days before the Withdrawal Date on which you wish to stop drafting automatic payments, please submit a written notice of cancellation to Community, or complete and return this cancellation form. Send your cancellation request to:

Community Loan Servicing, LLC

Attn: Customer Support

4425 Ponce de Leon Boulevard, Suite 300

Coral Gables, FL 33146

You may also call us at 1 (866) 616-0330. Our hours of operation are Mon – Fri 8 AM to 6 PM ET.

Log in to your online account here:

  • Click Reminder & Alert Preferences.
  • Check Paperless Online Statements.
  • Click Submit to save your changes.

Your mailed statements will stop. You can now access your statements online.

Your new interest rate is made up of four factors:

  1. The Index – this is the published market rate that is reviewed to determine your interest rate.  Indexes can change monthly/quarterly/semi-annually/annually.
  2. The Margin – this is a predetermined percent value
  3. The Rounding Factor – this is a set value that determines how your final interest rate is to be rounded (up/down/closest percentile)
  4. Per Change and Lifetime Change Caps  -these are set limits on how much the Interest Rate can change

Your new payment amount is calculated based on the following components:

  1. Principal & Interest- This is the amount of your total monthly payment for your principal and interest per the terms of your mortgage loan documents.
  2. Required Escrow Payment- This is the total monthly tax and insurance payment.
  3. Shortage Payment– If there is an escrow shortage on your account at the time of analysis, the shortage will be incorporated into the monthly payment until the following analysis review.
  4. Reserve Requirement- This is 1/6 of your Total Reserve Requirement unless your mortgage document or applicable state law states otherwise.
  5. Optional Insurance- This is the portion of your payment that would go to any additional insurance policies that you may have elected to add to your monthly payment (i.e. Credit, Life or Disability Insurance).

There are three important factors when calculating the P&I payment:

  1. Unpaid Principal Balance
  2. Current Interest Rate
  3. Remaining Loan Term

Interest on a DSI loan is calculated by using the “daily simple interest” method, which adds interest up every day. This means rather than dividing the interest rate over 12 months, the interest rate is divided over 365 days in a regular year, and 366 days in a leap year. The interest rate divided by 365 days (or 366 days in a leap year) is then multiplied by the current outstanding principal balance to determine a daily interest charge.

To determine the interest due for a payment, daily simple interest rate loans count how many days are between the date your last payment was received and the date your current payment is received. In order to avoid paying additional interest, you should regularly and consistently make your standard monthly payment amount on or before your payment due date.

For example:

$100,000 Principal Balance x (6% Interest Rate/365 Days) = $16.44 Daily Interest Charge

For more information, please review ‘Your Guide To: Daily Simple Interest Loan.

The repayment of your loan is based on the Loan Term established at closing (see your original loan documents for additional information).

Note: Any additional payments made on the loan during the time period may alter the maturity date of the loan.

Each short sale is different so there is no standard timeframe to complete the process.  We will work with you to finish the sale as quickly as possible.

Payments are posted on the date of receipt. Please remember to indicate your loan number on your payment to ensure your payment is properly credited. As to when the payment will show as posted in your bank account, this is dependent on your bank. Please contact your bank for more information.

Once you have provided all the documents needed, we normally issue a decision within 30 days, though  it can be longer depending on the situation.

It depends on the county in which the property is located.  Each county has a different turnaround time.

We will process and mail your payoff statement within 7 business days, or shorter depending on state law.

Mailed payments can take 7 to 10 days, depending on the time of year.  You can also log in to your account to verify that your payment has been credited to your loan.

Payments received will be applied in accordance with the terms of your mortgage note. In most cases, the mortgage note will require that funds be first applied to any payments past due (first to interest, then to principal). Once the account is current, additional funds will be applied to any outstanding fees, costs, advances and accrued interest before reducing the principal (base amount) of your loan.

We send one form to the primary borrower at the  mailing address on record.

If you are an authorized third party and the borrower(s) is deceased, the authorization is removed. You may be set up as an authorized party by the confirmed Successor in Interest. An Executor of the Estate can also appoint someone as an authorized third party.

If you have additional questions, please call us at 1 (866) 616-0330. Our hours of operation are Mon-Fri 8 AM to 6 PM ET.

You will need your CLS Account Number, mailing ZIP code, and last 4 digits of your Social Security Number.

On the Log In Home Page:

  •  Click Forgot User ID/Password
  • Enter your Account Number

Note: Your account number can be found on your billing statements.

  • Enter the last 4 digits of your Social Security Number
  • Click Confirm Account

A screen appears and confirms that an email was sent to the email address you used to register your account.  In that email you will find:

  • Your User ID
  • Instructions on how to reset your password

Please contact your local taxing authority.

Yes however restrictions may apply. Contact us at 1 (877) 299-5237 for more information about your situation.

If a loan is current, any additional funds received will post to outstanding fees, then the borrower’s principal balance (unless the borrower specifies for all funds to go toward principal). You may pay additional monthly payments in full, early; however, Community will not pool funds toward your next payment on current loans until enough for a contractual payment is received.

Write both loan numbers on the check or payment coupon.  Indicate the amount you would like applied to each loan number.

If your payment was mailed to your previous mortgage company, the previous mortgage company is required to send the payment over to us for proper credit to your account. If you receive a notice from us that it has not been received, please contact us immediately. Our Customer Relations Department will work with you to locate the payment you sent or make arrangements to resubmit the payment to us. Call us at 1 (866) 616-0330. Our hours of operation are Mon – Fri 8 AM to 6 PM ET.

If you pay additional monies and the loan is current and does not allow for partial prepayment, the funds will be placed into suspense or possible returned.

Mail copies of your tax bill to this address::

Community Loan Servicing, LLC

ATTN: Tax Department

4425 Ponce de Leon Boulevard, Suite 300

Coral Gables, FL 33146

To regain access to your online account, call our Customer Relations Team at 1 (866) 616-0330. We are available Mon – Fri 8 AM to 6 PM ET.

If two or more weeks have elapsed since you mailed your payment, you may contact your bank to place a Stop Payment on the check. You will need to resubmit your payment to Community. Please note that Community will not be responsible for the stop payment charges from your bank.

A returned check fee may be assessed to your account if the check is returned unpaid as permitted by state law. To avoid a mailed check delay, please visit our website for additional payment options.

First, review your Welcome Letter from Community.  If it does not state that your automatic payments will continue, you must re-enroll.

You have two ways to re-enroll:

  • Register for a new online account and sign up there
  • Call us at 1 (866) 616-0330 and enroll with a customer service representative. Hours of operation are Mon-Fri 8 AM to 6 PM ET.

If your bankruptcy attorney is found in our system, we will send the Billing Statement to your attorney. If not, the Billing Statement will be sent to you.

Yes, you can pay the full past due amount before the deed in lieu is complete and bring the loan current.

Yes. It is important that we know if you are having temporary financial difficulties. If you will not be able to meet your obligation on or before your monthly payment due date, please contact us immediately.

You can pay an escrow account shortage by paying the full shortage amount or you can pay the amount over 12 – 60 months, depending on the shortage amount, which will be done automatically if you don’t pay the shortage in full.

Yes. If the pay off of your loan will occur after your regular payment due date, you must send your payment to avoid collections calls, late charge, and possible negative reporting to the credit bureaus.

Yes, we send you an email every month when your Statement is ready to view online.

We escrow your loan in one of these situations:

  1. You modify your loan.
  2. You ask us to set up a new escrow account on your behalf.
  3. Your loan was escrowed when it was transferred to us from another servicer.
  4. You fail to pay your taxes.
  5. Your preferred insurance policy is non-escrowed and cancels for non-payment. Lender Place Insurance (LPI) may be added to the loan and paid on your behalf from escrow.

It might be right if any of these situations apply to you:

  • You cannot afford your monthly payment.
  • You cannot modify your current loan to make payments within your reach.

A modification may be your best option if:

  • Your payments have become unaffordable
  • You want to stay in your current home
  • You recently missed a payment due to hardship
  • You anticipate that you won’t be able to make future payments
  • You can only afford to make lower payments

It might be right if any of these situations apply to you:

  • You cannot afford your monthly payment.
  • You cannot modify your current loan to make payments within your reach.

Community Loan Servicing, LLC, (Community) is licensed as a mortgage loan servicer and debt collector in all states where such licensing is required. Community may be deemed a debt collector under federal law. If your obligation has been discharged or is subject to an automatic stay in bankruptcy, this notice is for informational purposes only and does not constitute a demand for payment or any attempt to collect such obligation from you.

We keep your payment information private and secure.  We follow the highest privacy and security standards. Please review our Privacy Policy to learn more.

In order to have the best and most secure experience, the following versions of these browsers are supported:

  • Internet Explorer (we do not recommend Internet Explorer 10 or older)
  • Google Chrome (Latest)
  • Safari (Latest)
  • Firefox (Latest)

Our website is also compatible with most operating systems including Windows 10 and macOS.

Please note: Pop-up and ad block settings and browser plug-ins may block some features – such as opening and downloading PDF documents.

Our website does not support the following browsers:

  • Opera
  • Samsung Internet
  • Android Webview
  • Amazon Silk
  • Maxthon
  • Mozilla
  • Netscape Navigator

Paying through our automated phone system or your online account at CommunityLoanServicing.com is always free of charge. If you speak with an agent to make a payment, there may be a fee assessed.

Community Loan Servicing, LLC is committed to providing an accessible website. If you have difficulty accessing content, have difficulty viewing a file on the website, or notice any accessibility problems, please contact us to specify the nature of the accessibility issue and the assistive technology you use. We will strive to provide the content you need in the format you require. We welcome your suggestions and comments about improving ongoing efforts to increase the accessibility of this website.

Yes.  It is our job to provide a secure online space for you and your loan information.  Please review our Terms of Use to learn more.

No, your payment must be made from a checking or savings account, or mailed to us.

While a loan is delinquent, any additional funds received may only post to the borrower’s suspense account, to be held until enough funds are pooled to post an additional contractual payment.  While a loan is delinquent, the borrower may not post any additional funds toward their principal balance, as a loan must be current to decrease the principal balance owed.

This is known as a partial prepayment. The extra money may be applied assuming your loan is current and has the standard application requirements, (please check your Note, Mortgage and any applicable Riders for details) any amount over and above the regular payment amount will be applied first to any outstanding charges (late fees or interest) and then to principal. Also, if your Note has a prepayment fee, the extra monies sent could trigger that fee.

If your payment was not received when we printed the billing statement, it will show two payments due. Please disregard the extra amount if you have already sent your payment to us.

Contact your Relationship Manager or Asset Manager for more information.

We only report the total interest and taxes paid while your loan is being serviced by us.  If you did not receive a form from your previous mortgage servicer,  please contact them directly for the tax and interest information.

Contact your Relationship Manager or Asset Manager for more information.

No, you do not have to do anything to adjust the payment that is being deducted from your account.

Please use the following numbers for insurance and payment assistance.

For property damage – you may report your claim 24 hours a day, 7 days a week, by calling 1(877) 926-1123. You may also call to speak to a customer service representative from Mon – Fri, 8 AM to 6 PM ET, by calling 1 (866) 616-0330. If contacting us by email, please write to ClaimsReporting@communityloanservicing.com.

For payment issues and questions – let us know your situation by calling 1 (866) 616-0330 Mon – Fri 8 AM to 6 PM ET.
Contact your Relationship Manager or Asset Manager for more information.

Your prior mortgage company will inform your insurance carrier of the transfer. We suggest that you contact your insurance carrier as well. If your insurance provider has not received notice, please ask to have the mortgagee clause changed to:

Community Loan Servicing, LLC

Its successors and/or assigns ATIMA

P.O. Box 5933

Troy, MI 48007-5933

The process usually takes 30-45 days to complete.  The exact timeframe depends on your situation. The sooner you contact us at 877.299.5237, the faster we can work together to get you back on track.

First you must complete the Hardship Application. You can call us if there are any other questions or issues at (877) 299-5237.

Provide the following:

  • Completed Hardship Application
  • Listing Agreement
  • Purchase Contract
  • Settlement Statement (HUD 1)
  • Proof of Funds of Pre-Approval Letter from the buyer’s lender

We may ask you for additional financial information based on your situation.

Contact your Asset Manager to discuss which documents need to be sent for review.

Acceptable forms of payment are:

  • Cashier’s Check
  • Title Company Checks
  • Escrow Company Checks
  • Certified Check
  • Attorney Certified Escrow Checks
  • Wired Funds

When you do not pay your escrow payment, you are not paying your taxes and insurance. You will also be in default under the terms of your mortgage.  Community may pay, but is not obligated to pay.

Contact the issuer that sold you the money order for lost money order replacement instructions.  You should have the receipt handy. This will help the issuer determine if the money order has been cashed or not.

Even with a receipt, it could take more than 60 days to get your money back.

Consider Cashier’s checks from your financial institution over Money Orders, to solve the lengthy research process for items lost in the mail.

You can also set up an automatic debit of your bank account to make your monthly payments to avoid lost mailed payments.

The terms of your mortgage remain the same.

  • Community receives your loan information from your prior mortgage servicer.
  • We load that information into the system.
  • You will receive a Welcome Call and Welcome Letter,
  • The Welcome Letter will have additional information on how to make your payment.

If confirmed as a Successor in Interest, you will be added as Successor on the loan, but the loan will remain in the original borrower’s name. It must be noted though, that normal monthly mortgage payments will still be due.

If you are having financial problems, call us right away at 1 (866) 616-0330.  Our Customer Relations Team can help you avoid becoming past due on your loan and help preserve your credit.

Contact your Relationship Manager or Asset Manager for more information.

Larger payments can help speed up the payoff of the loan as long as your payments are made on or before your due date. However, if you make a larger payment and then skip the next payment, this could have a negative impact. Just because a large payment was made does not mean interest stops adding up. If a payment is skipped, the principal balance will remain the same for a while before it begins to go down again.

For more information, please review ‘Your Guide To: Daily Simple Interest Loan.’

Interest is added daily on your daily simple interest loan. This means that every day your payment is late more of your payment has to be put toward interest and less on principal. If you miss a due date on DSI loans, the interest due may be more than the payment received.

For more information, please review ‘Your Guide To: Daily Simple Interest Loan.’

This applies only to Adjustable Rate Mortgage (ARM) loans. If you don’t have an ARM loan, this field will be blank. If you’d like more information, please give us a call at 1 (866) 616-0330. Our hours of operation are Mon-Fri 8 AM to 6 PM ET.

Contact your Relationship Manager or Asset Manager for more information.

If a co-borrower is listed on the mortgage, this lists the co-borrower’s credit score as provided by one or more of the three national credit reporting agencies.

This identifies the date on which the Unpaid Principal Balance and other data used in the NPV analysis was collected by Community Loan Servicing.

This is the date that the first payment on your mortgage was due after it originated.

This is the interest rate on your mortgage as of the Data Collection Date.

This is the monthly gross income of all borrowers on your loan before any payroll deductions and/or taxes.

This is the monthly cost of your hazard and flood insurance coverage. If your insurance is paid annually, this amount will be 1/12th of the annual cost.

This identifies the monthly cost of your real estate taxes. If your taxes are paid annually, this amount will be 1/12th of the annual cost.

  • This is the rate at which your mortgage was expected to change based on when the next reset date is scheduled to occur. Please look to your mortgage loan documentation for information on how your mortgage’s rate is recalculated at its reset date.
  •  If the reset date on your ARM loan is within 120 days of the Data Collection Date, this value is the expected interest rate on your mortgage at the next reset date.
  • If the reset date on your ARM loan is more than 120 days from the Data Collection Date, the value is your current interest rate at the time of NPV evaluation.

This is the amount of principal and interest you were scheduled to pay each month as listed on the Data Collection Date.

This is the amount of your mortgage at the time it was originated (i.e., the amount you borrowed).

This is the unpaid amount of principal (money you borrowed) on your mortgage as of the Data Collection Date. It does not include any unpaid interest or other amounts that you may owe.

This is the method by which your property was valued by Community Loan Servicing (as noted in Property Value).

  1. Automated Valuation Model (AVM)
  2. Exterior Broker Price Option (BPO) / Appraisal
  3. Interior BPO / Appraisal

A DSI loan is a loan that accrues interest per day rather than monthly.  This means that interest accrues on a daily basis on the current outstanding principal balance of the loan from the date the interest charges begin until you repay the loan.

For more information, please review ‘Your Guide To: Daily Simple Interest Loan.’

A prepayment penalty is a fee that a lender or servicer may charge if you pay off all or part of your mortgage early.  Not all loans have prepayment penalties.

A Quit Claim Deed (QCD) may be used to transfer title of real estate from one person to another and must be recorded with the clerk within the jurisdiction where the property is located. A common use of the QCD is in the case of a divorce, where one party signs over his/her ownership interest to the spouse who is awarded the home. Even though a QCD takes a person’s name off of the title (ownership) of the property, it does not absolve the person of responsibility for the mortgage debt.  You should consult with your attorney before signing any legal document.

Recording fee is a fee charged by the County Recorder’s office to record the release or reconveyance document.

These are servicing-related expenses for your loan that we paid with Community funds.  These are not escrow advances.  Some examples are: foreclosure expenses, legal fees, property inspections, or bankruptcy fees.  These must be paid to us by you.

Short sales are intended to help homeowners sell their property when the amount owed on the home may be more than its current value. For more information, please click here.

Similar to most personal checking accounts, when you owe more money than is available in your escrow account, you have a shortage. The amount of the shortage is the amount that you owe subtracted by the amount that you have in your account. If a shortage does occur, the additional amount you owe will be spread out over 12 – 60 months, depending on the shortage amount, and added to your monthly payment. You also may choose to pay off your shortage in one lump sum.

Statement fee is charged to process the payoff statement. These charges may vary by loan type and where permissible by law.

Amortization is the process of spreading out a loan into a series of payments over time. You’ll be paying off the loan’s interest and principal in different amounts each month according to the terms of your Note.  Some common methods used to determine the monthly payment amount are:

  • Fixed Rate
  • Daily Simple Interest
  • Adjustable Rate
  • Interest Only

An adjustable rate mortgage (ARM) is a loan with an interest rate that adjusts periodically to reflect the current market rates. These adjustments are determined by the ARM terms and published Index specified in your loan documents.

For more information on adjustable rate mortgages, please review the ARM Consumer Handbook.

An escrow account is a separate account established to ensure the payment of your property taxes and insurance.

An escrow analysis helps determine how much money should be held in an escrow account to cover future tax and insurance obligations. Annually, an escrow analysis is performed to establish whether the monthly payment amount needs to be adjusted or not. Adjustments would be based on payments that were made on your behalf, estimated future amounts, and the balance in your escrow account at the time of analysis.

An escrow shortage means there is a positive balance in your escrow account, but there isn’t enough money to pay the full estimated tax and/or insurance amounts when due in the future.  An escrow deficiency is when you have a negative balance in your escrow account. This happens when we or prior servicers have had to advance funds to pay taxes and/or insurance on your behalf in order to protect the property.

Due to the complexities involved in estimating an escrow account balance, over collection may sometimes occur. If there is a surplus of funds in your account after analysis, this is called an overage. If the overage is more than a nominal sum of $50.00, it will be refunded if your loan is current.

As your mortgage company, we believe it is our responsibility to secure any sensitive information pertaining to your mortgage within our company. Please review our Privacy Policy for more information.

The Original principal balance is the original mortgage amount that you borrowed and promised to pay back to the lender. The principal balance may either increase or decrease (based on loan type) as payments are made.

To find out how much you originally borrowed, please reference your note or mortgage loan documents.

This happens when the original loan amount borrowed on a mortgage increases. The borrower’s payments don’t cover the total amount of interest due each month. That unpaid monthly interest is added to the unpaid loan amount which causes it to increase.

This identifies the remaining number of months you have left to pay under the original term of your mortgage as of the Data Collection Date.

The Servicemembers Civil Relief Act (SCRA) is a federal law. It offers military members specific legal protections and benefits when they enter active duty. It offers a 6 percent interest rate maximum for loans that were acquired pre-service and can extend till 1 year after the service member is released from active duty.

There are two big benefits:

  1. You do not have to save up large amounts on your own to pay your taxes and insurance.
  2. You won’t miss a due date because we take care of that for you.

Your current principal balance is the total amount remaining on a loan. Your total payoff balance amount owed to Community includes principal but also interest, fees, late charges, etc. This amount will change based on your date of payoff.

We will acknowledge the receipt of your notice of error within 5 business days.

It depends on the type of request.

  • We respond within 7 business days for payoff disputes.
  • We respond within 10 business days for owner or assigned owner information requests.
  • We respond within 30 business days for all other requests. 

This is the remaining amount you owe on the original loan amount you borrowed.

We keep your loan information private and secure.  We follow the highest privacy and security standards.  Please review our Privacy Policy to learn more.

The Total Amount Due includes:

  • Principal
  • Interest
  • Escrow
  • Fees
  • Charges assessed
  • Any past due amount

Note: Your Past Due Amount may include any missed payments, late charges, returned check charges or a recoverable corporate advance.

For more information about how to read your billing statement, click here. 

The price depends on the current fair market value of the property. We will work with you to ensure that a fair offer is accepted. Please call us at 1 (877) 299-5237 to discuss your options.

Please contact your Relationship Manager or Asset Manager for more information

  • If you are working with an Asset Manager, call them at their toll free number.
  • If you have a basic question about your loan, call our Customer Relations Team at 1 (866) 616-0330.
  • If you have an inquiry or dispute, email it to our Customer Correspondence Team at customerservice@communityloanservicing.com.
  • If you would like to send a written concern or dispute request,  mail it to Community Loan Servicing, LLC Attn: Customer Support, 4425 Ponce de Leon Boulevard, Suite 300 Coral Gables, FL 33146. Always use this address for written questions or disputes; do not send your request to any other address.

It depends on your situation and the investor who owns your mortgage. Make sure to discuss your options with your Asset Manager.

Short Term Solution:

  • Forbearance Plan – Payments are spread out over 3 to 6 months to catch up on past due payments. The terms of your loan remain the same.

Long Term Solutions:                    

An interest rate cap limits the amount your interest rate can change each time your interest rate is scheduled to adjust.

A Cap may be either one of the following:

  • PERIODIC  (rate may increase or decrease a certain amount regardless of index)
  • LIFE OF LOAN (rate may not go above or below a certain set value).

Your Note may have both types of Caps stated in its conditions.

A billing statement is mailed to you when any of these events happen:

  • You make a payment.
  • If a payment is reversed.
  • At the end of your grace period.
  • If you or someone at Community requests a statement be mailed to you.

Note: you may receive more than one statement in one month, based on the circumstances listed above.

Your payment due date is shown on your loan documents or any modification you signed after that.  You can also see your due date after you log into your online account.

Your mortgage loan’s maturity date depends on the terms of your loan. Please reference your loan documents or contact our Customer Relations Department at 1 (866) 616-0330 and ask to be redirected to your assigned Asset Manager. Our hours of operation are Mon – Fri 8 AM to 6 PM ET.

Please contact your Relationship Manager or Asset Manager for more information

An analysis of your escrow account is performed once every twelve months. If during the course of the year there are significant changes in any of the installments, we may analyze the account more frequently.

Yes, the process moves forward with us, if it was started with your prior mortgage servicer.

In most cases, your account is monitored until the case has been dismissed or the case has been closed and/or discharged.  Monitoring is also stopped after we have obtained relief from the Bankruptcy stay.

Your 1098 or 1099 Year-End Tax Form for  last year will be mailed to you by the end of January. You can also view and print your Tax Form online by logging into your account. Once logged in click the “Statements” tab. Then click on “1098/1099 Statements” to view your tax forms from 2013 through last year.

Please refer to your loan documents to find out your date of payment change.

The process takes 30-60 days after your trial plan is completed. If your trial  plan is delayed beyond the three-month period, please continue to pay your monthly trial payment until further notice.

We will pay your tax bill between the due date and the past due date. We must pay your tax bill before the past due date based on the laws of the state in which the taxes will be paid. When state laws permit, we pay your taxes on a date that ensures you receive the maximum discount available.

Annual escrow analysis statements can be found in the ‘Statements’ section of your online account. Log in or register for an account to view these statements.

You can download and print an Electronic Funds Transfer Authorization form from our Payment Options page under the Auto Pay section.

Commercial Electronic Funds Transfer Authorization

Send payoff funds to:

Community Loan Servicing, LLC

ATTN: Payoff Department Suite 300

4425 Ponce de Leon Boulevard

Coral Gables, FL 33146

Payments mailed overnight can be sent to this address:

Community Loan Servicing, LLC

Attn: Cashiering Department

4425 Ponce De Leon Blvd, Suite 300

Coral Gables, FL 33146

Please include your loan number on all correspondence to Community.

ABA #021-000-021

ACCT #447450847

JP Morgan Chase

One Chase Manhattan Plaza

New York, NY 10005

Loan Number #

Wired funds received after 12:00 noon Eastern Time will be processed the next business day, with interest charged to that date.

Important: All wires must include MORTGAGOR NAME (also known as the borrower), PROPERTY ADDRESS, AND COMMUNITY LOAN NUMBER to ensure proper and timely credit. Funds remitted without this information may experience a delay in processing or may be returned to the sender.

Asset Management

documents related to loss mitigation

Email: LossMitDocs@communityloanservicing.com

Payments Department

documents such as payoff requests and ACH forms

Email: PaymentProcessing@communityloanservicing.com

Customer Support

correspondence documents such as general inquiries, complaints, account maintenance, etc.

Log on to www.communityloanservicing.com, and click Contact Us.

Escrow Department

documents related to taxes and insurance

Email: Insurance@communityloanservicing.com

You can send us documents by scanning and uploading them through your online account. Once you log in, visit the Documents center.

This is the Zip Code of the property securing your mortgage.

This identifies the two letter state code of the property securing your mortgage.

This identifies the estimated fair market value of your property.

Inquiries can be submitted to:

Community Loan Servicing, LLC

Its Successors and/or Assigns

P. O. Box 5933

Troy, MI 48007-5933

Phone: 1(877) 826-4419

Mon – Fri 8 AM to 7 PM ET.

Please include your loan number on all correspondence to Community.

We have a dedicated team and toll-free number available to assist you with any questions. Please call (855) 657-7531 Mon – Fri 9 AM to 6 PM ET.

Your Asset Manager or Customer Service will be able to provide an answer to this question for you.

Your Asset Manager’s contact information may be found on any letters you have received from Community or if you login to your online account. Don’t have an account? To register for one, you must have your loan number, property zip code, and last 4 digits of the primary borrower’s social security number.

Please contact your Relationship Manager or Asset Manager for more information

Community is nationally recognized as a premir commercial mortgage loan servicer. We strive to provide the highest level of customer experience in the mortgage industry. We are committed to offer our help, respect and expertise when servicing your mortgage loan.

Read more about us.

SCRA covers the following individuals:

  • Active duty service members of the military serving in the Army, Navy, Marine Corps, Air Force, Coast Guard, and National Guard
  • Commissioned officers of the National Oceanic and Atmospheric Administration that are on Active duty
  • Active Duty Commissioned officers of the Public Health Service.U.S citizens serving with forces of U.S ally in a war or military action
  • Dependents of covered servicemembers
  • Other parties such as joint borrowers and guarantors may be covered is certain cases

An investor is a group that owns your note and mortgage. This may not be the original lender. The investor grants us the right to service your loan.  We also have the right to collect payments and manage the loan on behalf of the investor.

  • If you DO NOT have an escrow account, you pay your taxes directly to the local tax authority.
  • If you DO have an escrow account, you pay into that escrow account each month and we use your funds to pay your taxes on your behalf.

If you are not receiving your monthly statements please check your “Statement” preferences on your online account to see if you are signed up for paperless billing.  If you would like to change your preferences to “paperless billing”:

  • Log on to your account here.
  • Click Reminder & Alert Preferences.
  • Check Paperless Online Statements.
  • Click Submit

If you are behind on your mortgage payment by 120 days or more, you will not be able to make a payment online. Please contact us at 1 (800) 457-0299 to find out what options may be available to bring your account current. Our hours of operation are Mon – Fri 8 AM to 6 PM ET.

Your interest rate may be adjusted depending on the terms of your modification agreement. Please refer to the original modification agreement for complete details about your interest rate. If you do not have those documents handy, please call your asset manager.

A change in your monthly payment is due to a new escrow analysis of your account or a payment reset if you have an Adjustable Rate Mortgage. If your escrow expenses, such as taxes and insurance, increased (or decreased) in the past year, your total mortgage payment may also have increased (or decreased). Please see the Escrow section of the website FAQs for more details. Your payment may also change as a result of a payment reset on an Adjustable Rate Mortgage (ARM) loan. Modifications: Modifications could cause payment adjustments periodically.

A repayment plan may break if a payment is made late or if the total payment amount is not made. Please refer to the original repayment plan agreement for complete details about your plan’s payment amounts and due dates. If you do not have those documents handy, please call your asset manager.

Force place insurance, also known as lender placed insurance, is insurance coverage placed by Community because your insurance was either cancelled, expired, or deemed insufficient and evidence of a replacement policy has not being provided to Community.

We escrow your loan in one of these situations:

  1. You modify your loan.
  2. You ask us to set up a new escrow account on your behalf.
  3. Your loan was escrowed when it was transferred to us from another servicer.
  4. You fail to pay your taxes.
  5. Your preferred insurance policy is non-escrowed and cancels for non-payment. Lender Place Insurance (LPI) may be added to the loan and paid on your behalf from escrow.

These calls are courtesy calls to remind you to submit your payment. If your payment is sent after the due date but before the grace period expires, you will not be charged any late fees and you will not be reported to a credit bureau.

When you have an automatic funds transfer set up through your bank, funds are automatically debited from your bank account, and then the bank sends a check to Community. These checks are delivered via regular mail and it may take 7-10 days for Community to receive them. You may receive a courtesy call before we receive your funds because there is no prior notification from your bank that the check is on its way.

To protect the legal rights of all parties, we must monitor and follow bankruptcy guidelines when servicing the debt.

As Community is an additional insured under the insurance policy, the insurance company will issue a proceeds check jointly to you and to Community in the event of a covered loss.

For this reason, any claim check issued for the property will require endorsement by Community. When the claim proceeds are under $15,000 and the loan is in current status, Community will endorse the claim check with a copy of the adjuster’s report.

If the claim proceeds are over $15,000, the claim check will not be endorsed and Community will monitor the claim process by releasing funds in portions. Please contact the Claims Department at 877.926.1123 for a claim package and additional information.

Please review our How To Read Your Monthly Billing Statement Guide.  It explains the factors that could cause your monthly payment to increase.

While you are represented by counsel, we work with your attorney.  Your attorney must complete a written consent form to permit us to speak to you.

Asset Managers help customers who are past due on their mortgage payments.  They offer customers options to either keep their home or move on.

We only report interest for the social security number of the primary borrower on the loan.

Peace of Mind: reduces the threat to you of mail fraud or identity theft.

Faster Access: available before a paper statement.

Saves Trees:  less paper and clutter.

Click here to log in and sign up for Paperless Billing:

  • Click Reminder & Alert Preferences.
  • Check Paperless Online Statements. 
  • Click Submit to save your changes.

There are many reasons an electronic payment could be rejected. These include the status of your loan (such as foreclosure), incorrect loan number (i.e. your prior loan servicer number) was used, or the dollar amount of your payment exceeded the allowable limit. If your payment is rejected, all funds will be returned to you. Check with your bank if you do not see the funds in your account.

It is common to transfer mortgages in the servicing industry.  All terms, conditions and legal status of your loan remain the same.

In some states, the tax due date is December 31st with the past due date after the first of the next year.  By state law, we will pay your taxes before the past due date which could be after December 31st.

The reality is that a foreclosure is painful and costly for all parties involved. We are here to help the best that we can.

Please refer to your loan documents for this information.

Yes. You will have a new loan number.  You can find it on your Welcome Letter and Billing Statement. You can also see your loan number after you set up your account by clicking here.

Yes. Refunds are mailed within 21 days after application of funds as applicable.

No, the additional principal amount you selected will not change, regardless if your monthly principal, interest, taxes, and insurance payment increases or decreases.

Yes, If you have these types of optional insurance, we suggest you contact your provider to arrange payments directly with them.

No, your password will never expire.

No. The terms of the Note will remain the same after it is assumed. If you modified the loan before you assumed it, the modified terms will also remain the same.