Servicing FAQs

What is CARE?
CARE is our online loan portal offered to our borrowers to self-serve, view, and manage their account at their own time. If you have not already registered, you can register HERE and select “New User Registration”.

Below are the key benefits that our CARE portal offers:

• View loan status
• Make one-time payments
• Enroll in recurring payments
• View and download monthly billing statements, escrow statements, and year-end tax statement (1098).
• View loan payment history
• View escrow balances, as well as previous and future escrow disbursements
• Update contact information
• Send us a message
• Submit a payoff request, verification of mortgage, or a loss mitigation application
• Use our mortgage calculator to help estimate balances if you plan to pay your mortgage off sooner
• And much more!

How can I go paperless?
Once logged into your CARE Account select the “Statements” tab. You will then have the option to select “Enroll in Paperless”. Once selected, a pop-up window will appear where you will lastly select “Accept & Enroll”.

By enrolling in paperless billing, you will receive an email notification when your monthly statement is available and ready to view.

What are my payment options?

• ACH Recurring Payments can be set up at a frequency that fits your schedule at no additional charge.
  Log into your CARE Account and select the “Payments” tab followed by the “ACH Recurring Payment” from the drop down menu.
  We offer the below frequency options at no additional charge.
  – Monthly
  – Twice a month
  – Biweekly
  – Weekly
  Please note the total monthly mortgage payment must be received by the 16th to avoid late fees from being assessed. Any changes made to a recurring payment schedule needs to be made at least 3 business days prior to the scheduled draft date.

• One-Time Payments can be made online through your CARE account by clicking HERE.
• Mailed Payments can be mailed to the address provided below. If you select this form of payment, please include your loan number on your check, money order, or BillPay.
  Mailing Address
  PO Box 679210
  Dallas TX 75267-9210

  Overnight Address
  Lockbox Number 679210
  1200 E Campbell RD STE 108
  Richardson, TX 75081
• Over the Phone (888) 845-6535 to make a payment using our automated system, that’s available 24/7.

When is my payment due?
Payments are due on the 1^st of the month, per the terms of your mortgage note. Any payments received after the 16^th are subject to a late fee. Payments must be received in the month due to avoid negative credit reporting.

How can I provide authorization to a third party?
To authorize a third party, please complete and sign the 3rd Party Authorization Form by downloading it through your CARE Account or selecting this link.

To access through your CARE account, please log in and select the help center icon . Next select “Forms” and choose the 3^rd Party Authorization form from the list provided.

The completed form can be submitted via email customerservice@clicknclose.com or faxed to (866) 313-0724.

My name has changed. How can I have it updated on my account?
To have your name updated on your loan, please provide us with documentation supporting the name change request along with a copy of your state issued drivers license or federal social security card. The requested documents can be sent to customerservice@clicknclose.com or faxed to (866) 313-0724. Please include loan number in correspondence.

Common supporting documentation includes marriage certificates, divorce decrees, or a certified court order.

My property address has changed. How can I have it updated on my account?
If your address has changed, please provide one of the two accepted supporting documents. A 911 letter or a letter on the property’s county letterhead stating the address has changed. The requested document may be sent to customerservice@clicknclose.com or faxed to (866) 313-0724.

What is an escrow account?
An escrow account is established to ease the burden of borrower’s needing to pay the full amount of their property tax bill or insurance premiums out of pocket when due.
The escrow payment portion of your monthly mortgage payment is deposited into this escrow account. When property tax bills or insurance premiums become due, payment is made from this escrow account.

When can I request an escrow analysis?
The annual review of your escrow account is called an escrow analysis. The analysis typically occurs around the same time annually and determines if there are enough funds to pay your property taxes and insurance premiums.

Upon completion of the review, an Annual Escrow Account Analysis Statement will be provided containing the following detailed information:

• property tax and insurance premiums paid for the previous year
• projections of payments to be paid for property tax and insurance premiums for the upcoming year, which can result in an escrow account shortage/overage
• changes to your monthly escrow payment amount for the upcoming year

An analysis can be requested outside of our normal schedule. Please email request and provide supporting documentation (property tax statement/insurance invoice) to  escrow@clicknclose.com.

I received a property tax bill. Do I need to send it to CNC?
No. If your loan is escrowed for taxes, our tax team will obtain the property tax bill electronically (about a month before the taxes are due) and will pay them from the escrow account.

The only bills we do not receive are corrected, revised, or adjusted bills. If you have received a corrected, revised, or adjusted property tax bill, please email a copy to  escrow@clicknclose.com.

I have obtained a property tax exemption. How do I get the exemption reflected and my mortgage payment adjusted?
Please email a copy of the tax office document confirming tax exemption change with the effective tax year to escrow@clicknclose.com.

How do I submit my new insurance policy?
A copy of your new insurance policy can be uploaded online at myinsuranceinfo.com or it can be emailed to escrow@clicknclose.com

I switched insurance companies and received a refund check from my insurance company.
If an insurance refund check has been received and payment came from your escrow account, please send your refund check to Click n’ Close, Inc. to have the funds deposited back into your escrow account.

This will help to reduce the possibility of an escrow shortage.

I have received an insurance claim check. What do I do next?
Step 1: Report the Loss
If your property has suffered damage due to a covered event, such as fire, flood, or severe weather, the first step is to report the loss to your homeowner’s insurance company immediately. This is crucial to begin the claims process and to obtain the necessary funds for repairs or rebuilding.

Step 2: Contact Our Loss Draft Department
Once you have received the check and adjusters report from your insurance company, please contact our Loss Draft Department at 833-249-6390. Our experienced representatives will guide you through the process and provide you with the necessary documents to proceed.

Step 3: Complete the Loss Draft Packet
Our Loss Draft Department will send you a Loss Draft Packet, which includes essential forms and instructions. Please carefully complete all the required forms:

If Total Claim is less than $40,000.00 and loan is current, please mail:

1. Unendorsed Check
2. Copy of Adjuster’s Report
3. Repairs Affidavit, included in the loss draft packet, signed, and notarized

Once these documents have been received, the check will be endorsed and mailed back within 2-3 business days. At this point your claim is complete and you can disregard the next steps.

If Total Claim is more than $40,000.00 or loan is more than 30 days delinquent, please mail:

1. Endorsed Check
2. Copy of Adjuster’s Report
3. Repairs Affidavit, included in the loss draft packet, signed, and notarized

Once these documents have been received, Click n’ Close will cash the check and store the funds on the loan in a suspense account (reserved for insurance claim funds).

Step 4: Verification and Inspection
Upon receiving your completed Loss Draft Packet, we will review the documents to ensure that all necessary information is included. Additionally, an inspection of the property may be required to verify the extent of the damage and the contractor’s estimate.

Step 5: Repairs and Fund Disbursement
Once the verification and inspection processes are complete, you may now proceed with engaging a licensed contractor to commence the repairs or restoration of your property. We will disburse the funds based on the estimates provided and the coverage limits of your insurance policy. Typically, the funds are released in partial payments, with the final amount being issued once the repairs are completed. It is essential to keep all relevant invoices and receipts for the work completed, as these may be required for verification purposes.

Step 6: Final Inspection and Completion
Once the repairs are finished, our Loss Draft Department will conduct a final inspection to ensure that the work has been satisfactorily completed. After the final inspection, any remaining funds will be disbursed to you to settle any outstanding invoices.

My insurance company is mailing the insurance claim check to Click n’ Close?
If your insurer sends the claim check to us, we may endorse the check and send it to you. In some cases, we may deposit the insurance check into your restricted escrow account and disburse the funds as the repairs are completed.

What is the Click n’ Close, Inc. Insurance Mortgagee Clause?
Please reach out to your insurance company to verify your insurance policy contains the following mortgagee clause:
Click n’ Close, Inc.
ISAOA/ATIMA
PO Box 2728
Sioux City, IA 51106

What are MIP and PMI?
There are two types of mortgage insurance. Mortgage Insurance protects lenders against financial loss when a default occurs on a mortgage loan. MIP applies to Federal Housing Administration (FHA) insured loans, which is a type of government program. PMI applies to loans that are not insured under a government program.

For information about cancelation of PMI please see the Loan Servicing Contact Information tab below.

How can I go paperless?
Once logged into your CARE Account select the “Statements” tab. You will then have the option to select “Enroll in Paperless”. Once selected, a pop-up window will appear where you will lastly select “Accept & Enroll”.

By enrolling in paperless billing, you will receive an email notification when your monthly statement is available and ready to view.

Year End Statement
Click n’ Close, Inc.’s year-end statements will be mailed annually by January 31^st.

Year-end statements will also be available through the CARE portal under the “Statements” tab.

Payoff Request
To request a payoff please email our Payoff Department at payoffs@clicknclose.com .

How long will it take to receive my payoff statement?
We will send your payoff statement within 1-2 business days.

Recast – Only conventional loans are eligible for a recast.
A mortgage recast is when a lump-sum payment is made toward the principal balance of the loan and in turn the balance will be re-amortized over the remaining term of the loan. The interest rate and maturity date remain the same and monthly payments are lowered. To find more information on qualifications and guidelines, please contact specialloans@clicknclose.com

Refinance
If you are interested in refinancing, you may contact the sales/ refinance department at:
Click n’ Close: 866-274-3477
1st Tribal Lending / HUD: 184: 510-856-2184
Hours of Operation: 9:00 am – 6:00 pm CT
Email: AskAnLO@clicknclose.com
Website: https://www.clicknclose.com/

Assumption
A mortgage assumption is the process of one borrower taking over, or assuming, another borrower’s existing home loan and the outstanding balance, mortgage interest rate, repayment period and other terms attached to the loan. Only government insured loans are eligible for an assumption. To find more information on qualifications and guidelines, please contact specialloans@clicknclose.com .

SCRA
SCRA (Servicemembers Civil Relief Act) is a program that provides certain protections in lending for servicemembers who are called to Active Duty. If you or any other person on the mortgage is a servicemember you may be entitled to certain protections under the Federal Servicemembers Civil Relief Act (50 U.S.C. Sec 501) regarding the servicemember’s interest rate and the risk of foreclosure. If you are or your spouse is serving on active military duty, including active military duty as a member of the Texas National Guard or the National Guard of another state or as a member of a reserve component of the armed forces of the United States, we respectfully request you provide a copy of your military orders to specialloans@clicknclose.com.

Payments

Online: CARE Account

Phone: (888) 845-6535 to make a payment using our automated system, that’s available 24/7.

Customer Service
Phone: (888) 845-6535
Email: customerservice@clicknclose.com
Fax: (866) 313-0724

*Please note our hours of operation are Monday through Friday from 8:30AM to 6:00PM CT.*

General Inquiries

Please submit general inquiries separately from your mortgage payment to our correspondence address. Please include your loan number, telephone number, including area code, and description, on all inquiries.

Correspondence
Click n’ Close, Inc.
PO Box 2229
Addison, TX 75001-2229

Escrow
Insurance Department Phone: (800) 998-0761
Loss Draft Phone: (833) 249-6390
Email: escrow@clicknclose.com

Loss Mitigation
Email: lossmitigation@clicknclose.com
Fax: (866) 738-9573

Bankruptcy
Phone: (972) 643-6600
Email: bankruptcy@clicknclose.com

NOTICE OF ERROR / REQUEST FOR INFORMATION

To provide us with a Notice of Error about the servicing of your loan, or make a Request for Information about the servicing of your loan, please contact us at:

Click n’ Close, Inc.
Attn: Customer Care Department
PO Box 165
Addison, TX 75001-0165