Frequently Asked Questions
Congratulations, you are on the path towards home ownership. Below are some frequently asked questions that can help you understand what to expect during and after the loan process.
When will I receive a monthly statement or payment coupons?
Evergreen Moneysource (doing business as Evergreen Home Loans) will mail a welcome letter to you shortly after your loan closes to instruct you on the first payment process. Subsequently you will be notified in writing when your loan has been transferred to a new servicer. Your new servicer will will be providing you with all of your future monthly statements.
I received a notice saying my loan was transferred to a new company. Is Evergreen still my lender and who should I call if I have questions regarding my account?
Evergreen does transfer our loans to various other banks/investors. Even though your loan will be transferred, Evergreen would like to remain your lender for life. You can continue to call our First Payment Team at 1-800-498-2221 with any questions you may have regarding your account.
I received a monthly statement from my new servicer but I already made a payment to Evergreen. What should I do?
- Payments received by Evergreen are reviewed on a daily basis to make sure if they are actually due Evergreen or if they should have been made to the new servicer.
- Payments that are due to the new servicer, but received by Evergreen, are sent via overnight mail to the new servicer for immediate posting.
- Payments received by Evergreen prior to the due date will not be counted as late regardless of when your new servicer receives them.
I would like my payment to be taken out of my bank account each month automatically; can I set up auto-payments for my loans?
Most of the loan servicers that Evergreen works with have the capability to set up auto pay. Once you've received your first billing statement from the new servicer, it should include a customer service contact number for you to call in to order to set up auto-pay. Should you have any difficulties, please call our First Payment Team at 1-800-498-2221.
The amount due on my monthly mortgage statement is different from what I thought it was going to be. Who should I call?
Please call our First payment Team at 1-800-498-2221.
I've received a tax or insurance bill after closing but I thought my monthly mortgage payment included these amounts. What does this mean and do I have to pay it?
Some counties will send you a tax statement or bill even though your loan payment includes impounds. Review your monthly mortgage statement to make sure your loan payment includes reserves for taxes and insurance. If it does, then your servicer will be paying the amounts due. You can call the customer service number on your monthly statement to verify that these payments will be going out.
I received a new bill for taxes or homeowner's insurance and the amount due for the renewal has gone up or down. Will this effect my monthly payment?
Please see the section on Inquiries and Disputes to the Federal Trade Commission consumer information on Mortgage Servicing by clicking here. Using the Qualified Written Request format provided, write a letter to your loan servicer and ask them to perform written analysis of your escrow account and to notify you of any surplus/shortage if applicable.
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