You can speak with a Customer Service representative in a language other than English, or get a verbal translation of any correspondence.

For New York City customers, translations and descriptions of commonly-used debt collection terms are available in multiple languages on the New York City Department of Consumer Affairs website, www.nyc.gov/dca.

• If your loan was transferred during the same tax year, you will receive a statement from your new servicer and your prior servicer for the activity which took place while they were servicing your loan. This should be sent no later than January 31^st or the following business day.
• If you refinanced your loan during the year, you will receive two statements, one from each servicer for each separate loan number.
• If an assumption took place during the year that changed the borrowers on the loan.
• If the ‘CORRECTED’ box is checked, transactions were updated affecting form values. Use the latest Form received.

• Form 1099-A is typically provided in the event of foreclosure, deed-in-lieu of foreclosure, etc. during the tax year. The IRS requires a Form 1099-A when we (1) acquire an interest in a property securing the loan or (2) have reason to know the property is abandoned.  
• Form 1099-C is provided when a debt is cancelled, forgiven, or discharged. This includes if a modification was completed which includes eligible principal forgiveness. The IRS requires a Form 1099-C when a cancellation of principal amount owed of $600 or more occurs.  
• Form 1099-INT is provided when your escrow account earns $10 or more of interest during the year.  If you did not receive a Form 1099-INT, it is because you were either paid less than $10.00 of accrued interest in your escrow account or your interest income was paid on or after January 1st, so you won’t receive one until next year.  
• Form 1099-MISC is provided when you received $600 or more in cash benefits during the year.  The Miscellaneous Income Statement Form 1099-MISC is issued to report to the IRS the following:
  • Payments to the customer or the tenant residing in a property currently in the foreclosure process. The purpose of the payment is to assure the residing party permanently evacuates the property. This is referred to as the Cash for Keys or Cash for Relocation Program. This amount is reported in Box 3.
  • Any other payment for Rent, Attorney Gross Proceeds, or Other Income of $600 or more.

Substantial improvements are changes to your home that increase the home’s value. For example:

• Significant structural alterations, including adding square footage
• Construction requiring permits
• Adding new features, such as a new bathroom, central air conditioning, etc.

• New flooring
• New appliances
• Painting
• Replacing the roof or siding.

• Emailing us at customercare@mortgagefamily.com
• Calling us at 1-800-449-8767

Mortgage insurance is required for FHA loans and is referred to as mortgage insurance premium (MIP). MIP protects the mortgage investor if the account becomes past due.

To request an escrow account, email us at customercare@mortgagefamily.com with a copy of your current annual insurance premium notice and/or tax statements. Please specify in your email if you would like to set up escrow for only taxes, insurance, or both. This will help us review your request appropriately.
 

You can initiate an electronic transfer via ACH to send funds from your HELOC account to your designated disbursement account.

To setup a designated disbursement account, follow the steps below. The account established will be the designated account on file for all disbursements.

1. Complete the HELOC Disbursement Account Form
2. Provide a copy of a voided check from the bank account you are designating as your disbursement account.   
3. Allow 2 business days for the request to be processed. 
4. A valid email address must be on file to receive immediate notifications of requests and changes. Once the request is processed, a confirmation email and letter will be sent.

To initiate an ACH disbursement to your bank account, call 1-877-461-2437 to complete the request through our automated system or to speak with a live agent.  An email confirmation will be sent to confirm the request.

All change requests must be submitted in writing. Follow the steps below to submit a change to the designated disbursement account:

1. Complete the HELOC Disbursement Account Form  
2. Provide a copy of a voided check from the new bank account you are designating as your disbursement account.   
3. Allow 2 business days for the request to be processed. 
4. A valid email address must be on file to receive immediate notification of requests and changes. Once the request is processed a confirmation email and letter will be sent.

Yes, PMI may be canceled in certain circumstances.

Automatic Termination 
If you’re required to carry PMI, we’ll cancel it automatically when your loan-to-value (LTV) ratio is scheduled to reach 78%. The LTV ratio is the difference between the loan amount and the original market value of the home.

LTV Example: If you borrow $88,000 to buy a house valued at $100,000, your loan-to-value ratio is 88%. ($88,000 /$100,000 = 0.88, or 88%).

Based on the original home value, we’ll project the date when your LTV will reach 78%, and we’ll plan to cancel your PMI on that date.

Early Cancellation
You can request early cancellation of PMI before the automatic cancellation date. Each mortgage investor has different requirements for canceling PMI early.

• In most cases, the property must reach at least an 80% LTV. 
• If you obtained your loan less than two years ago, your investor may require a list of substantial improvements to evaluate the PMI cancellation request. You must have a description of the improvement, the date it occurred, and the associated cost.
• A home valuation may be required to determine your equity amount. The cost of the valuation will be your responsibility. We will let you know if a valuation is required along with the costs and steps to have the valuation completed.
• You must be current on your loan payments. You cannot have been more than 30 days past due in the last year or more than 60 days past due in the last two years.

If you took out an FHA loan after June 3, 2013, generally, the MIP cannot be canceled. If you took out an FHA loan before June 3, 2013, you may be able to cancel the MIP early.  

Requirements can vary, so the best way to get the right information for your account is to contact us. We'll be happy to walk you through the steps. 

Click here for more information on recasting and to determine if a recast is right for you.

Click here for more information on recasting and to determine if a recast is right for you.

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