FAQ

Billing & Payment Processing

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Typically, mortgage statements are generated twice a month: the first run of statements is around the 5-7th day of the month for loans that are paid current. All remaining loans that were not included in the first run, have the statement generated and mailed on or around the 17th of the month.

  • Mortgage Statements can be viewed online via eStatus Connect at any time.
  • OptOut: If you do not want to receive a paper monthly statement, you have the option to OptOut by completing the form on eStatus Connect. Go to Statements & Documents and complete the Manage Paperless Statements form. This can be completed online.

At this time, Flat Branch Mortgage, Inc. is able to process payments using either a checking or savings account. Please have your bank account information available for reference. Flat Branch Mortgage, Inc. does not process payments with a credit/debit card.

Flat Branch Mortgage, Inc. does not accept payments that are less than the total amount due. Please contact Customer Service at (877) 350-0350 to discuss your options.

Although payments are considered late if not received by the due date, most mortgage notes allow time after the due date for the monthly payment to be received before late charges are assessed. Late Charges are assessed on or after the 17th of the month, and any payment received on or after the 17th day would include the late charge.

Transparency is a way of life at Flat Branch Mortgage, Inc., and in that spirit here’s our complete list of fees and costs.


Escrow

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An escrow, or impound, account is an account that we maintain as part of your mortgage. The account is used to pay recurring property-related expenses on your behalf. The most common expenses are property taxes and homeowners insurance.

These expenses are usually semi-annual or annual and can involve large payments. The escrow account allows you to make monthly payments to ensure you have enough money to pay those bills when they come due. The requirement to have an escrow account is determined at closing.

At least once every 12 months you will receive an Escrow Account Statement. This statement ensures that the monthly escrow payment will be sufficient to pay the amounts anticipated for escrow items.

The Escrow Account Statement will include the following:

  • Your new escrow payment
  • Projected disbursements and the next due month
  • Projections to support the target balance
  • Actual transactions since your last analysis
  • Flat Branch Mortgage, Inc. requires that all accounts that are escrowed, carry a two (2) month cushion.
    • The amount Flat Branch Mortgage, Inc. requires to be paid into the escrow account to cover unanticipated disbursements. Per federal law, the maximum cushion is equal to 1/6 of the total annual escrow disbursements, unless otherwise specified by state law.

Changes in your payment can occur for many reasons. Below is a list of reasons why these changes typically occur:

Escrow Payment(s)

  • Monthly payment(s) received were less than or greater than expected
  • Monthly payment(s) received earlier than expected
  • Previous overage returned to escrow
  • Previous deficiency/shortage not paid entirely
  • Missing payments

Homeowner's Insurance

  • Tax rate and/or assessed value changed
  • Exemption status lost or changed
  • Supplemental/delinquent tax paid
  • Paid earlier or later than expected
  • Tax installment not paid
  • Tax refund received
  • New tax escrow requirement paid

Property Taxes

  • Premium changed
  • Coverage changed
  • Additional premium due
  • Paid earlier or later than expected
  • Premium was not paid
  • Premium refund received
  • New insurance escrow requirement paid
  • Lender-placed insurance premium paid

Yes, if your account is a Fannie Mae or Freddie Mac loan and meets the necessary requirements. For a list of the requirements, please refer to the Escrow Waiver Request Form

If the escrow related questions do not cover your questions, we invite you to call Customer Service at (877) 350-0350 or servicing@fbhl.com


Insurance

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Your mortgage requires that you maintain insurance on your property and that you notify us in the event you reduce or increase the amount of insurance, terminate it for any reason, or make a change in the agency now insuring your property. You should be certain that the amount of insurance that you carry is sufficient at today's replacement cost.

If you have acquired a new policy (substitution policy) Flat Branch Mortgage, Inc. will pay the new policy from your escrow account. Substitution policies should be provided to us within 30 days prior to the expiration of your existing policy. Please email to insurance@flat-branch.com or mail to
Flat Branch Mortgage, Inc.
PO Box 843084, Kansas City, MO 64184-3084

If you are in receipt of your hazard or flood policy renewal, please provide us with this information. It can be faxed to (636)-536-9890 or mailed to the address below. You may also provide the documentation via email insurance@flat-branch.com.

Flat Branch Mortgage, Inc.
PO Box 843084, Kansas City, MO 64184-3084

Refund from previous policy: Please send in any refund you may receive from your previous insurance company. This is to ensure that you escrow account is not short due to paying multiple policies in one year.  Please mail a personal check noted as escrow only, as we cannot apply a check from the insurance company to your account, to the following address:

Flat Branch Mortgage, Inc.
Attention: Accounting
3400 Buttonwood Drive, Ste A
Columbia, MO 65201

Typically, we will receive a bill from your insurance carrier 30-45 days prior to a policy expiring. Within 7-10 business days after receiving the bill, we will submit payment. Bills received less than 7 days prior to expiration are expedited for payment.

When we receive an additional premium due for your insurance policy, it will be paid from your escrow account and the next premium due will be increased by the amount billed.

For example, if your annual premium is $800 and we receive an additional premium due for $20, the additional premium due will be paid and the projected annual premium will be updated to $820.

Please contact us as quickly as possible at (877) 350-0350 between 8:00 AM and 5:00 PM CST, Monday-Friday.

The cancellation notice should be faxed to (636) 536-9890 or emailed to insurance@flat-branch.com. Ensure your loan number is on the document.

Please ensure that all documentation references your loan number, and that the Mortgage-Payee Clause reads:

Flat Branch Mortgage, Inc.
ISAOA ATIMA
P.O. Box 843084
Kansas City, MO 64184-3084

Please send a copy of the insurance decleration and request to have your account updated. If you would like to have your payment adjusted, please include a written request to have your payment updated to the following address:

Flat Branch Mortgage, Inc.
P.O. Box 843084
Kansas City, MO 64184-3084
Or email: servicing@fbhl.com


Insurance Claims and Loss Draft Checks

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If your home has been damaged, Flat Branch Mortgage, Inc. is here to help you through this devastating time. We are here and understand that time is of the essence to repair your home. The Claim Loss Information Form will outline all the process to make this simple.

Every situation is different and could contain factors that vary the disbursal timeframes. Typically, once we have the required documentation we can disburse either the entire amount or an initial installment within five business days.


Taxes

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If you are in receipt of the current year’s Real Estate Tax Notice for your property, it is no longer necessary to send your tax bill to Flat Branch Mortgage, Inc.

Flat Branch Mortgage, Inc. will receive your tax information electronically from the tax office and your tax bill will be paid prior to the due date. You can confirm the tax disbursement from your escrow account by viewing your account on eStatus Connect or by calling Customer Service at (877) 350-0350 or servicing@fbhl.com.

Your taxes will be paid on or before the due date. If any early payment discounts are provided by taxing authority, then we will make the payment prior to the discount period expiring.

>Disbursements for taxes and insurance can also be viewed online in eStatus Connect. You will be able to see the exact date that the funds were withdrawn and remitted for payment.

If you have an escrow account and believe your taxes have been paid late or you received a bill for penalties from the taxing authority, please call Customer Service at (877)-350-0350. Any penalties resulting from the taxes paid late by Flat Branch Mortgage, Inc. will be paid by Flat Branch Mortgage, Inc.

Please send a copy of the tax bill and request to have your account updated. If you would like to have your payment adjusted, please include a written request to have your payment updated to the following address:

Flat Branch Mortgage, Inc.
P.O. Box 843084
Kansas City, MO 64184-3084
Or email: servicing@fbhl.com


Year End Tax Reporting

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Typically, the 1098, 1099, or Annual Mortgage Statement will be mailed to you by January 31st of each year.

Contact Customer Service at (877-350-0350) or servicing@fbhl.com

You can also view your 1098, 1099, and Annual Mortgage Statement on eStatus Connect in the Statement/Document tab.


Payoff Information

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You can submit a payoff request through eStatus Connect, your online account. The Payoff Request button is located on the upper right hand corner in the blue box. You can also submit in writing to the below mailing address, fax number or e-mail address.  Please do not mail any payoff request to the Post Office box, as this may delay our response time

Flat Branch Mortgage, Inc.
Attention: Payoff Department
16150 Main Circle Drive
Chesterfield, MO 63017

Fax: (636) 536-9890 E-mail: servicing@fbhl.com

If you are considering paying off your mortgage, please let us know of any change in mailing address for future mailings, such as applicable refunds, tax statements, etc.

Refund Check will be mailed to you within twenty (20) days of full payoff amount and will be sent to the address on file for your mortgage statement. If an alternate address needs to be used, please submit a Change of Information Form


Please call Customer Service at (877) 350-0350 or email servicing@fbhl.com. The active military status form can be used to notify us of your active status. This can be emailed or mailed to us at Flat Branch Mortgage, Inc. PO Box 843084, Kansas City, MO 64184-3084

The Service members Civil Relief Act (SCRA) provides certain relief to Service members and Reservists who are called to active duty. This program is designed to provide assistance to active-duty military personnel, and under certain circumstances, their dependents for financial obligations. Some benefits may include, but are not limited to: interest rate reductions and imposed stay that may prevent actions, such as repossession or foreclosure.


General Account Information

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If you have a need to change any of the information on your account submit a Change of Information Form.

  • Address Change
  • Phone Number Change
  • Social Security Change
  • Other change(s)
    • Divorce: If titleholders are divorced, please attach a copy of the recorded divorce decree.
    • Death: If either titleholder is now deceased, please attach a copy of the death certificate. Also, please provide any information on the estate or will. If you are requesting your name added to the Loan, this information must be provided.
    • Marriage: If marriage has occurred, please attach a copy of marriage license.
    • Name Change: If there has been a legal name change, please attach a copy of the recorded document evidencing the change.

If you wish to grant a third party access to your account, you will need to complete the hird Party Authorization Form and email to servicing@fbhl.com or mail to

Flat Branch Mortgage, Inc.
PO Box 843084, Kansas City, MO 64184-3084

You have the right to request and receive a written explanation within: 1) seven (7) days for a payoff quote we provided in error: 2) ten (10) days for information concerning the owner or assignee of your mortgage: 3) thirty (30) days for general information about your loan. All such requests must be sent in writing and should be sent to: Flat Branch Mortgage, Inc. PO Box 843084, Kansas City, MO 64184-3084

General inquiries should be mailed separately from your mortgage payment to our correspondence address. Be sure to include your loan number and telephone number, including area code, on all inquiries.

Notify us at the above address if you believe any information we have reported or may report to a credit bureau about your loan that is inaccurate.

Learn more about your rights by contacting Flat Branch Mortgage, Inc., or visiting the Consumer Financial Protection Bureau.