Servicing FAQs

Servicing & Payment FAQs

Top 5 Questions:

1. What is the most convenient way to make my payment?

Autopay! Enrollment takes less than 5 minutes, and you'll never have to think about your payment again. 

We encourage everyone to enroll in Autopay directly through our website. 

          1. Log into your account at www.movement.com/paymymortgage

          2. Click the ‘Payment' box at the top left and then “Enroll in Autopay.”

          3. Enter a few details and enroll

          4. Never worry about missed payments again 

 

2. What features does your website have?

Our website is fully customized with you in mind.

You can make a payment, review your account history and documents, enroll in account alerts, or update your mailing address, and so much more

You can even plan for your future with one of our mortgage acceleration calculators.

Whatever you need—we have you covered!

 

3. Do you have an App?

Yes! You can download our app by searching “MM Servicing” in your mobile App Store. 

From making payments to reviewing documents and so much more.

Our app makes managing your mortgage even easier!

 

4. I recently changed insurance providers; how do I update that information?

Please ensure your insurance agent/carrier has the correct mortgagee clause and loan number (10-digit servicing loan number) listed on your policy.

In line with the mortgagee clause for all loans serviced by Movement, we must receive a copy of your new Declaration Pages as well. 

These can be:

          Faxed to 833-856-3571

          Uploaded to www.IHaveInsurance.com/Movement

 

Or mailed to the following address: 

          Movement Mortgage

           ISAOA/ATIMA

          PO Box 29411

          Phoenix, AZ 85038-9411

If your loan is escrowed for insurance, you can request that we remit funds on your new policy from your escrow account by contacting our team directly. 

However, because this disbursement is unexpected, it may cause an escrow shortage in the future. To avoid this, you are welcome to pay for the new policy out of pocket or, if paid from escrow, consider depositing the refund from your initial carrier back into your escrow account.

 

5. When will I receive my first billing statement?

Your first billing statement will arrive in the mail within approximately 3 weeks of closing your loan.

 

Payments

What are my payment options?

Online. Sign in to your account to enroll in Autopay for greater peace of mind, or make one-time payments directly within your online portal at www.movement.com/paymymortgage. 

Phone. Make a one-time payment with a Customer Service Representative by phone at 855-979-1084

M-F 8:30 am – 7 pm EST  

Mail. Mail a check along with the coupon from your monthly Mortgage Statement to:

Movement Mortgage, LLC 

PO Box 105178

Atlanta, GA 30348-5178 

 **Please write your loan number on the check.**

 

How do I make a one-time payment on the Movement Servicing website?

We make it easy!

          1. Log into your account at www.movement.com/paymymortgage.

          2. Click on the ‘Payment' box at the top left.

          3. Enter your information and complete your payment!

 

Can I make additional payments on my loan?

Additional principal can be included with your AutoPay enrollment. However, you also have the option to make one-time principal payments through our portal or by calling customer service at 855-979-1084.

 

I know when I want to pay my loan off, how much extra do I need to pay each month to accomplish my goal?

Check out one of our mortgage acceleration calculators within your portal to find out!

          1. Log into your account at www.movement.com/paymymortgage

          2. Click on the “My Home” section at the top and see what it takes to crush your goal!

 

Why was my payment late when it was deducted from my bank account on the 5th?

If you are using online bill pay through your bank, this process can take 1- 3 weeks, as most bill pay providers print and mail a physical check to the payee. 

To avoid this delay and to ensure timely receipt and application of your funds, we recommend using our free autopay program or making a one-time ACH payment directly to Movement Mortgage at www.movement.com/paymymortgage

 

If I want to mail a payment, where should I send it?

While we encourage all our customers to enroll in autopay or make ACH payments directly through our website, we understand that some clients prefer to mail checks to us. 

If this is you, please mail your check using the coupon from your monthly Mortgage Statement. 

**Please ensure that your 10-digit loan number is written on the check before mailing**

 

COVID-19 has affected my ability to make my monthly payment. How do I learn more about mortgage assistance options?

We're happy to discuss current assistance options that may be available to you! 

Please reach out to our Servicing team directly to discuss: 855-979-1084 (M-F 8:30 am – 7 pm  EST).

 

Does my loan number change after closing?

Yes, your new 10-digit loan number (beginning with “301”) can be located on your First Payment Letter and your Welcome Letter.

Both are contained inside your closing package, as well as on your monthly billing statement.

 

Why do you recommend that I not make payments through my bank's bill pay program?

We get it! You pay many bills using your bank's bill pay program and find it very convenient. However, there are two main reasons why we recommend enrolling directly through our portal.

First, many banks print a check and mail it to us; this is not an automatic process. We are unable to accommodate for lost checks and mail delays. If a check is lost in the mail, it can lead to late fees and negative credit reporting.

Second, most of our clients escrow their taxes and insurance. Each year, the account is analyzed to ensure it is properly funded for projected disbursements in the next 12 months. Oftentimes, taxes and/or insurance will increase and therefore lead to an increase in the monthly payment. 

Should you not take the required action to log in to your bank's bill pay site and update the payment amount, the payment sent will be short and not applied to your loan as short payments are not accepted. 

This can lead to late fees and your credit being impacted. 

The most common payment issues we see often stem from bill pay. This is why we encourage our customers to enroll in autopay at http://www.movement.com/paymymortgage for the most reliable and stress-free mortgage experience!  

 

General

How do I contact customer service?

We’re here to help! Please, never hesitate to reach out to us with any questions you may have on the servicing of your loan: 

Call us at 855-979-1084 or email us at support@mmservicing.com.

 

How do I sign up to receive email alerts?

If you’d like to be notified when your payment is received or when taxes or insurance are paid from your escrow account, simply log into your portal at www.movement.com/paymymortgage. 

Click on ‘Account Management' at the top and select your preferences within the ‘Alerts and Notifications' section. Hit save, and you're all set!

 

How do I obtain a payoff statement for my loan?

It’s simple to obtain a payoff statement for your loan by visiting www.movement.com/paymymortgage. 

Scroll halfway down on the right-hand side under “Want to pay off your loan?” and click ‘Request Payoff'. 

Enter in your information, select a good through date of the quote and click ‘Submit Payoff Request.' 

The quote will be emailed or faxed to you within 48 hours.

 

How do I update my mailing address?

Please call us at 855-979-1084 (M-F 8:30 am EST – 7 pm EST) or make the update through our portal.

          1.  Log into your portal at www.movement.com/paymymortgage

          2.  Click on Account Settings, ‘Edit' on the far right, then update your information and click ‘Save.’

 

Website

I just refinanced my Movement loan, and my online account is only showing the loan that was recently paid off. How do I update it?

We are so happy to welcome you back!

          1. Please log in to your portal at www.movement.com/paymymortgage

          2. Click on the dropdown at the top right, followed by ‘Find a Loan'

          3. Follow the prompts, and the system will update and reflect all your new loan information with us

 

How do I enroll in monthly e-statements?

Log into your portal at www.movement.com/paymymortgage; click on ‘Account Management' and check the ‘Paperless Statements' circle on the right-hand side, then ‘Let's do this!'

 

Escrow

I recently changed insurance providers; how do I update that information?

Please ensure your insurance agent/carrier has the correct mortgagee clause and loan number (10-digit servicing loan number) listed on your policy.

In line with the mortgagee clause for all loans serviced by Movement, it is essential that we receive a copy of your new Declaration Pages as well. 

These can be:

          Faxed to 833-856-3571

          Uploaded to www.IHaveInsurance.com/Movement

Or mailed to the following address: 

          Movement Mortgage

          ISAOA/ATIMA

          PO Box 29411

          Phoenix, AZ 85038-9411

If your loan is escrowed for insurance, you can request that we remit funds on your new policy from your escrow account by contacting our team directly. 

However, because this disbursement is unexpected, it may cause an escrow shortage in the future. To avoid this, you are welcome to pay for the new policy out of pocket or, if paid from escrow, consider depositing the refund from your initial carrier back into your escrow account.

 

My insurance agent/carrier is asking for Movement's “Mortgagee Clause,” what is this?

This is the address to which all insurance documentation needs to be mailed by your agent/carrier. These documents can include a Declaration Page, Renewal Invoice, Cancellation Notice, etc. If your loan is serviced by Movement Mortgage, the mortgagee clause to provide to your agent or carrier is:

          Movement Mortgage

          ISAOA/ATIMA

          PO Box 29411

          Phoenix, AZ 85038-9411

 

I received a tax bill in the mail. Do I need to send this to you?

The quickest way to confirm if we have already received your tax bill is to view your loan's scheduled escrow activity in your portal. 

However, you are also welcome to contact our customer service department at 855-979-1084.

 

What is an escrow account?

An escrow account is used by homeowners and mortgage servicers to ensure timely and adequate payments can be made on your insurance and real estate taxes.  

Because property tax and home insurance rates can change over time, so can your monthly escrow payment. 

An analysis of the escrow account is performed annually to ensure you are paying the correct amount monthly.  

 

What is an Escrow Analysis?

An escrow analysis is a review of your escrow account to ensure enough funds are collected each month to cover any upcoming installments of your insurance premium(s) and/or property taxes.

 

Am I able to remove my escrow account and pay taxes and/or insurance on my own?

If your loan is below 80% LTV (loan-to-value) of the original value at closing, there may be options to have your escrow account removed.  

Only Conventional and certain Government (VA/USDA) loans are eligible. 

Please give us a call at 855-979-1084 to see if your loan is eligible.

 

Am I able to establish an escrow account after closing?

Yes! We are happy to help you with this and to manage the disbursement of your taxes and insurance going forward. 

Please reach out to Customer Service directly (855-979-1084 or servicing@mmservicing.com) to begin this process.

 

How is my escrow payment calculated?

Your annual tax amount, hazard insurance premium, and mortgage insurance (if applicable) are divided by 12 months. That sum determines the amount that needs to be deposited into the escrow account each month.  

This amount is then combined with the monthly principal and interest portion of your payment to equal your required monthly mortgage payment. 

 

What are my options to pay the escrow shortage?

To make things as easy as possible for you, any determined escrow shortages are automatically spread over 12 months and included in your next 12 mortgage payments. 

However, some homeowners prefer to make a lump sum payment for the shortage to help minimize the impact on their monthly payments.  

If you prefer this route, a lump sum payment for the total shortage can be made by phone with a customer service representative at 855-979-1084 or online at www.Movement.com/PayMyMortgage:

          1. Log into your account at www.movement.com/paymymortgage.

          2. Click on the ‘Payment' box at the top left.

          3. Enter your exact shortage amount in the ‘Additional Escrow’ section and complete your payment

 

If I pay my escrow shortage in full, will it keep the payment the same?

Paying the shortage in full does not necessarily lower the payment back to the original amount. If your annual tax or insurance premium(s) has increased, the base escrow payment must also increase to ensure the account is properly funded over the next 12 months.

 

How can I avoid an escrow shortage?

While it can be difficult to plan for annual increases to tax rates or insurance premiums, the easiest controllable is to avoid unplanned disbursements from the escrow account.  

Unplanned disbursements usually occur when there is a midterm carrier change to the homeowner’s insurance and the premium is paid from the escrow account without an offsetting deposit being made.  

Unplanned disbursements can also occur when requests are made by the homeowner to pay supplemental tax bills.  

As a rule of thumb, supplemental tax bills should always be paid directly by the homeowner to minimize any potential escrow shortages.

 

I have questions regarding my insurance. Who can I contact?

For general questions regarding the servicing of your insurance escrowed loan, please give us a call at 855-979-1084.

 

I received a cancellation notice from my insurance company, what is the next step I need to take?

If you have received a cancellation notice from your insurance company, please call us immediately at 855-979-1084 for assistance.

 

How do I submit my new insurance information to ensure Movement updates our records?

You have 3 options:

          1. Upload the requested/required policy documentation on our website: www.ihaveinsurance.com/Movement

          2. Mail your documents to:

              Movement Mortgage

              ISAOA/ATIMA

              PO Box 29411

              Phoenix AZ 85038-9411

Fax your documents (including your 10-digit servicing loan number) to 833-856-3571

 

I received a check from my insurance company and Movement is listed on the check as well. How can I get Movement's endorsement on this check?

The check and the adjuster's report will need to be sent in for processing and endorsement.

However, there are other conditions that may apply, so please give us a call at 833-888-6807 prior to sending any documents.  

After speaking with our team, we highly recommend the check be sent with tracking to the below address:                                                                                              

           ServiceMac

          Attn:  Loss Draft Services

          827 West Grove Ave.

          Mesa, AZ 85210

 

 

Private Mortgage Insurance (PMI)

How do I qualify for and request the removal of PMI from my loan?

PMI Removal depends on several factors:

  • Type of Loan (Required to be a Conventional loan)
  • Investor (Fannie Mae, Freddie Mac, etc.)
  • Time elapsed since the closing of your loan
  • If you have completed any material improvements to the property (can waive the standard 2-year seasoning requirement that Investors must have)
  • If you are using original (value from closing) or current (based on new appraisal) value
  • Other factors may apply

We encourage you to reach out to our team (855-979-1084 or mortgageinsurance@mmservicing.com) directly to discuss further.

 

When does my PMI automatically terminate?

This is a commonly misunderstood component of mortgage servicing. On Conventional loans, per investor (Fannie Mae and Freddie Mac) guidelines, your Private Mortgage Insurance (PMI) is required to terminate on the date the principal balance of your loan is first scheduled to reach 78% of the original value of the property. 

This can be different from the date your loan balance reaches this point if you pay more toward the principal balance ahead of what your amortization schedule suggests.

 

Where could I view the full set of investor guidelines that outline the PMI removal review/qualification process of my Conventional loan?

Click here to access the Fannie Mae Servicing Guide.

 

Recast

I'd like to pay a considerable amount of principal on my loan and re-amortize my payments. Can I do this with my Movement serviced loan? If so, how do I begin the process?

This is commonly referred to as a Recast. Certain requirements can apply, such as, but not limited to:

  • Minimum principal curtailment: $10,000
  • Waiting period: 60-90 days after closing
  • Fee: $300
  • Timeline: 45-60 days to complete
  • Loan Type: Loan must be Conventional (not FHA/VA/USDA) and current

Your loan term and interest rate cannot change but recasting your loan can be a fantastic way to lower your payments!

Please reach out to your servicing directly (855-979-1084 or mortgageinsurance@mmservicing.com) to discuss more details.

 

Am I able to recast my loan and have PMI removed within the same process?

Possibly, yes! This can be a GREAT way to both lower your amortized payment amount and remove your Private Mortgage Insurance (PMI). 

If you qualify and successfully complete the Recast process that results in your loan’s outstanding principal balance dropping to or below 80.00% of the original value of your home, PMI will automatically be removed. 

For a purchase loan, the value from closing is the lower of the appraised value or sales price. If your loan was a refinance, it is simply the value used during the qualification process.

 

Tax Form 1098

What is a 1098 Interest Statement?

The 1098 Interest Statement details all interest, taxes and any other tax-deductible amounts paid as part of your mortgage in a calendar year.

 

How do I obtain a copy of my 1098?

Movement will provide a copy of your 1098 statement along with your January Mortgage Statement each year. 

If you receive your mortgage statements in the mail, this 1098 will be included. If you are enrolled in e-statements, you wll be able to access your 1098 along with your January Mortgage Statement online.

You can also access your 1098 from your portal at any time by clicking on ‘Account Management at the top and then selecting ‘Document Center'. 

**Your 1098 will be available for download by January 31st each year**