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Manage and pay your home mortgage
Manage and pay your home mortgage
Pay your home loan, view statements, and get quick answers to common questions.
For everything else, we’re just a phone call away.
Whether you became a homeowner with Truist or your loan has been placed in our care through a refinance or a loan transfer, let’s get you started off right. Complete these three easy steps and managing your mortgage gets that much easier.
1. Download our mobile app.
2. Create an online account—it takes just minutes.
3. Sign in to your account to set up electronic payments, go paperless, and activate account alerts.
At Truist, we understand what home means to you. We want to help you stay informed, and in control.
Click, tap, and you’re in – Truist.com/myhomeloan. Everything you need to keep tabs on your mortgage can be found in online banking or our app. Manage your account, set up alerts, keep track of escrows and year-end tax statements, and take your banking paperless. Learn more at Truist.com/myhomeloan.
And you can forget about checks … pay the easy and convenient way with recurring transfers through your online bank account or mobile Bill Pay. Learn more at Truist.com/myhomeloan.
Your periodic billing statements are a great way to keep track of your payments and the equity you’re building in your home, and you’ll get it every month, either online or sent to your home.
Our statements are designed to make things simpler and more straightforward for you. Taking a few moments to review it each month will help you stay on top of all of the important details, like:
Have other questions? Turn your statement over for a convenient road map to finding the right resources.
With your statement, you’ll also find financial tips, tools, and solutions to help keep you in control of your account.
Your statement always includes direct contact information, in case you have any questions. We’re here to help you, however you want to reach out:
We’re here to help. So let’s talk about where you’re headed. We’ll work with you on a plan to help you get there. We are so excited to be a part of your homeownership journey, and we thank you for that opportunity.
Stay current on your mortgage statement and more. Sign up for Truist online banking at Truist.com/myhomeloan.com.
This servicing transfer does not change the original terms and conditions of your mortgage. You will not be charged a late fee for 60 days, and we will not report your account as delinquent to the credit reporting agencies during the first 90 days following your loan transfer.
If you believe a transfer has wrongfully impacted your credit score, you may submit a credit dispute online or by mail at:
Credit Bureau Services
P.O. Box 849
Wilson, NC 27894
The first billing statement you receive from Truist will show the due date of the first payment you should send directly to Truist. If your mortgage was transferred to Truist, your previous servicer will forward any recent payments received by them after the transfer.
Periodic billing statement
You can expect to receive a periodic billing statement once a month.
Escrow Account Disclosure statement
If your account is set up to have property taxes, insurance, and/or mortgage insurance paid on your behalf, you can expect to receive an Annual Escrow Account Disclosure statement at least once a year.
It’s important to pay attention to this statement because changes to escrowed amount due can impact your payment. You’ll then want to make appropriate adjustments to your payments to ensure your account stays current. Visit our Escrow page to learn more about escrow accounts.
Year End Tax statement (IRS Form 1098)
We will mail your yearly IRS Form 1098 tax statement by Jan. 31. . This shows the amount you paid towards mortgage interest during the calendar year. If your loan was transferred to us from another servicer, you may receive a separate 1098 from each servicer. Other 1098 information may include (as applicable) mortgage insurance premiums and property taxes paid on your behalf from escrow.
If you are the primary borrower, and we have your email on file, we will send notice once the 1098 is available to view or download online.
Box 2 reflects the unpaid principal balance as of the beginning of the year being reported. Explanations for each box can be found on the reverse side of your 1098. To view your principal balance, please consult your latest monthly billing statement or view your mortgage account information online.
There can be several reasons for this. For example, if you have an adjustable-rate loan, your interest rate may have increased. Additionally, if you made 13 payments from January through January of the following year, you are allowed to claim that interest. Any paid late charges will also be reflected under interest paid.
Interest is reported on the 1098 for what is due and payable for that calendar year. Any additional payments beyond January paid in prior year will not be included in the current 1098, but will be included in the following year.
The real property securing the mortgage is not located in a state requiring interest to be paid on escrow funds.
Truist is required to report points paid on new purchase (not refinanced) owner-occupied loans which were originated through Truist Mortgage, a division of Truist Bank, between January 1 and December 31. If you originated your loan through another lender, you will need to use your Closing Disclosure to claim the proper amount. Please contact a tax advisor for proper treatment of points on refinances and investment properties.
You can view and download all your statements by signing in to your account at truist.com/signin. You can also opt in to paperless statements once you are signed in to your account.
The primary borrower on a mortgage will receive a paper statement at the address they have provided. Any additional borrowers residing at a different address can view and download these statements online.
All borrowers should sign up for online banking, then set payment alerts, to keep informed of the payment history, as it impacts their credit.
Sign in to your account and send a secure online message.
Call us at 800-634-7928.
You can send a Notice of Error (NOE), Qualified Written Request (QWR), or Request for Information (RFI) to:
Attn: NOE, QWR, RFI
P.O. Box 3307
Greenville, SC 29602
Please include your name, loan number, and information requested or reason you believe there is an error on your account.
You have several convenient payment methods available to you. To learn about common mortgage servicing fees, view our Manage Your Mortgage Fee Schedule (PDF). New York state residents, access this version (PDF).
There’s a much simpler way to check off paying your mortgage from your monthly to-do list. Set up auto-recurring payments—it only takes a few minutes and will save you even more time.
You can also complete the Recurring Payment Authorization Form (PDF) and mail or fax the completed form. Attaching a voided check or deposit slip will help us verify your account information, though it’s not required.
P.O. Box 1868
Greenville, SC 29602-1868
Make an extra payment that goes straight to your principal—and pay off your home loan even sooner. Select the Bi-Weekly® Mortgage Payment Plan to make 26 half mortgage payments versus 12 full payments, equaling one full extra payment per year. Sign in to your Truist mortgage account to enroll.
During your first month of enrollment, you must pay both your regular monthly payment plus your two half payments. After, you’ll start paying half of the total monthly mortgage payment every two weeks via recurring debits.
Use the coupon attached to your periodic billing statement to send your payment to:
P.O. Box 79041
Baltimore, MD 21279-0041
You may be able to set up electronic payments through your deposit account at another institution. You will need to sign in to your deposit account to set up payments. Depending on your bank, it may take a day or two for your payment to post to your mortgage account, and you will need to keep up with any changes to your payments due to a new escrow analysis.
Principal and interest: Except for ARM loans, and some rare situations where a loan is modified, the total of principal and interest in each payment typically stays the same from the beginning to the end of a mortgage loan. The amount of each payment that is interest versus principal will usually change from month to month.
Escrow (taxes and insurance), and mortgage insurance: Tax and Insurance amounts can change every year, and private mortgage insurance may fall off of many types of loans after a number of years. These changes result in fluctuations in payments for a vast majority of all mortgages. This is something to keep in mind to keep up with those changes, and to avoid falling behind on payments.
Late charges and other fees: Your billing statement will also show any late charges or other fees charged to your loan. Late charges are typically charged if your payment is not received within the grace period. Your payment coupon on the billing statement allows you to write in the amount you want to pay towards these charges when you send in your payment. You can also pay those charges and fees by managing your account online, over the phone, or at a branch.
Extra payments towards your loan balance: Many of our clients like paying a little extra towards their loan each month to shave months or years off their mortgage. A little can go a long way, just be sure to give us clear instructions online, over the phone, or by using the coupon on your billing statements.
We do our best to follow your instructions, but we ask that you take a moment to ensure your payment was applied correctly. Just call us, or send us a secure message through your online account, if you notice an error. For faster repayment, you may want consider the Bi-Weekly® Mortgage Payment Plan.
Every month when you make a mortgage payment, we put a portion of it into an escrow account to pay your tax and insurance bills for you. However, Truist can’t control how much you will be charged. These amounts may vary annually—making it difficult to perfectly predict escrow.
When your tax and insurance bills go up, it can cause a shortage in your escrow account. On the other hand, if your taxes and insurance go down, you may end up with a surplus—resulting in a credit or a refund.
We review your escrow account at least once a year to check that we are collecting enough from your monthly payments to cover your bills when they come due. Following our review, we issue an escrow account disclosure statement.
Feeling informed and in control of your finances is key to staying confident. That’s why we’d like to explain the details of your escrow account.
Each month, we put a portion of your total mortgage payment into an escrow account to cover your tax and insurance bills. And when those bills are due, that’s what we use to pay them.
But we don’t control how much tax and insurance you’re charged annually—that’s up to your local tax office and your insurance company. So those amounts may vary from year to year.
At least once a year, we review your escrow account to make sure we’re collecting enough to cover your tax and insurance bills.
Sometimes, these bills will be higher than the current balance in your escrow account. This causes a “shortage.” To make sure there are no unpaid bills, we pay the full amount due and charge you the difference.
If your taxes or insurance premium go down, you may end up with a surplus. In that case, you’ll receive a credit or a refund.
You can find all the details about your escrow account in your annual escrow statement.
First, we review the amount of your shortage or surplus. In this sample statement, there’s a shortage.
Next, we determine your new monthly escrow amount, which is based on your most recent tax and insurance bills.
Lastly, you’ll see the effective date and amount of your new total monthly mortgage payment.
In this example, a shortage is one reason for a higher monthly payment. Your monthly escrow amounts can also change based on your current tax and insurance bills, and the shortage payment will be spread over the next 12 months.
There’s also the option to pay a shortage upfront. Check out the FAQ page attached to your statement if you’re interested in that option.
We’ll also email you an escrow snapshot after preparing your escrow statement—we hope you find it helpful.
Understanding what’s changed and why are the first steps to helping you stay in control. We’re here for you.
Want more information about your escrow account? Visit Truist.com/myhomeloan or call us at 800-634-7928.
You are responsible for paying all real estate taxes and insurance bills, and showing Truist that you did. Keep your receipts, include your 10-digit loan number, and send them to:
Centralize Bill Request
P.O. Box 9201
Coppell, TX 75019
P.O. Box 7952
Springfield, OH 45501
We analyze your escrow account once a year. Sometimes an additional analysis is required due to changes to your escrowed items (i.e., changes in insurance or taxes), or terms of your loan (i.e., a loan modification). You can also request an analysis if you want your payments adjusted after a change in your insurance or taxes.
There are many factors that determine whether your escrow can be waived. Please contact Client Services at 800-634-7928 to determine if you are eligible to have your escrow waived.
Our policy is to mail annual escrow statements. We’ll let you know once we’re able to go paperless for escrow statements as well.
You may access your escrow statements online or via the mobile app. If you need escrow statements that are older, please call us to request copies.
Questions about real estate tax increases, your assessed value, and tax rates can best be answered by directly contacting your local real estate taxing authority. Your insurance company can answer questions about your insurance premium.
Increases or decreases typically occur when a change occurs in your real estate taxes or your homeowners insurance policies. These specific cases may be impacted by their own circumstances.
Hazard insurance: Your premium may be different as a result of changes to the type or extent of your insurance coverage, or if your insurance company changed your insurance rate. We encourage you to contact your insurance company or local insurance agent for any questions regarding changes to your hazard insurance premiums.
Real estate taxes: Your real estate taxes may be different as a result of your property being reassessed or if the tax rate has changed. Unexpected tax bills for special assessments charged by your local tax office will also impact the amount we collect for your real estate taxes. We encourage you to contact your local tax office for any questions regarding changes to your real estate taxes.
New construction: Differences may occur with partially assessed real estate tax bills for new construction. Typically, the first tax bill for new property is only for the lot/land. We may have received a bill for the fully assessed value which includes the land and the house.
Initial escrow deposit: Escrow is sometimes estimated at loan closing because information may not be available at that time. If the amount collected for the setup of your escrow account was more or less than the actual bills received for real estate taxes and/or insurance premiums, this will cause your monthly mortgage payment to change.
Shortages can be paid in full 15 days before your new monthly payment change date noted on your escrow statement.
No. Your payment change generally includes two things: Shortage in your current escrow account balance, as well as adjustment to your monthly escrow amount going forward. While paying the outstanding escrow shortage reduces the deficit, Truist still has to adjust the collection amounts needed to keep up with those changes for the coming year.
However, your monthly mortgage amount will increase less if you pay it in full rather than choosing the 12-month spread. Otherwise, 1/12 of the shortage is added to your principal and interest each month along with the extra funds needed to keep up with those taxes and/or premiums.
Keep an eye on changes to your bills for property taxes and homeowners insurance. Your local tax office and insurance provider should notify you of changes to your bill even though we pay those bills out of your escrow account.
You can view the payments made to the tax authority and/or insurance carrier in your account at any time. These will reflect changes in the available escrow balance.
You can also sign up for alerts on Truist.com to receive notifications whenever we make a payment on your behalf from your escrow account. You can also be alerted when an escrow analysis is coming up for your account.
Prior to the annual analysis, you can fund your escrow account to help avoid a shortage. You can also shop for equal or better coverage with other carriers that could result in reduced premiums for your homeowners insurance.
Regular real estate tax bills are paid on your behalf by Truist from your escrow account. Occasionally, your local government may charge you an additional amount affecting your property. This is not covered by your escrow account and will remain your responsibility.
Some of the bills you are responsible for paying include, but are not limited to, supplemental, Pro-Rata, ½ Year or ¾ Year Levy, special assessment, solid waste, utility, HOA (Homeowner Association), and water/sewer usage bills. Your escrow account does not include funds to pay these bills.
We obtain your real estate tax amount based on your tax identification number/assessor parcel number and disburse the funds from your escrow account. Taxes are paid prior to the due date. If the tax office offers an early pay discount, your taxes will be paid early enough to utilize that discount.
Yes, real estate taxes are usually deductible if you itemize deductions on your tax return. However, you should consult your tax advisor for more information.
For improvements: A special assessment may be charged against your property due to improvements from which you benefit, including street and sidewalk repairs or sewer construction. If you receive this interim/supplemental/pro rata/occupancy bill, it is very important that you pay it, because Truist has no knowledge of this bill and did not plan for payment of the bill from your escrow account.
Special notice to Georgia homeowners: In Georgia, if you appeal your property value you have an opportunity to request Truist be billed for the full tax amount. If you win your appeal, the tax office will refund you the difference. If you lose your appeal, all taxes are paid. In the event you didn’t request the property be billed for the full tax amount and the appeal is lost, the tax office will send you a bill for the balance owed. This bill is not received by the mortgage company and it is your responsibility to notify us if payment is needed.
Special notice to South Carolina homeowners: South Carolina offers a legal residence exemption, if the property is your primary home. Please contact your local tax office to obtain the specific requirements.
For new construction: Typically, the first real estate bill for new construction is for the lot/land only. You may receive an interim/supplemental/pro rata/occupancy real estate tax bill. In most cases, collection for this bill is not included in the current escrow collection and Truist does not receive this bill.
If you receive a real estate tax bill marked "COPY" or "FOR YOUR INFORMATION," you do not need to send it to Truist. In all other instances, please write your 10-digit loan number on your real estate tax bill and forward it to:
Tax Department, Truist – 0011883
P.O. Box 92370
Rochester, NY 14692
Truist obtains tax amounts based on the parcel number, which identifies the property based on the legal descriptions and property addresses from the tax and/or assessor's office.
Tax amounts are obtained in an automated manner from the taxing localities, except in those areas where the tax office does not release bills to a third party. If this is the case, you will receive a letter requesting that you forward your real estate tax bill to us.
Those bills are typically not sent to us by your tax authority. We encourage you to pay these bills yourself to help avoid a shortage in escrow. We will pay interim, supplemental, and occupancy real estate bills if you provide us with the real estate bill amounts at least 14 days prior to the due date on the bill.
All bills or documentation pertaining to taxes can be faxed to our Tax Customer Service Department at 817-826-0436 or mailed to us with your 10-digit mortgage loan number at:
Tax Department, Truist – 0011883
P.O. Box 92370
Rochester, NY 14692
Homeowners insurance ensures that your home will be replaced or the damage will be repaired, up to the amount of coverage obtained, for losses from fire and other hazards covered by the standard extended coverage endorsement.
Flood insurance is required in areas where the dwelling is located in a Special Hazard Flood Area. The flood insurance policy should reflect the same zone as the property rating as determined by a Special Flood Hazard Determination.
Flood insurance is highly recommended for all clients, regardless of flood zone, to fully protect their interest. Please contact your insurance agent if you have questions regarding requirements for flood insurance. The flood insurance policy should also meet the National Flood Insurance Program (NFIP) requirements or the Federal Emergency Management Agency (FEMA) guidelines for a private flood insurance policy.
For condominium units, the homeowners association typically provides the minimum hazard and flood insurance required by us. You should consult an insurance professional for advice on any additional insurance you may need for your own protection. Keep in mind that if the association’s policy is not sufficient, then you will be required to obtain additional coverage.
Earthquake insurance is usually carried on a voluntary basis.
Windstorm coverage is typically covered in the extended coverage endorsement of the standard homeowners insurance policy. If your homeowners insurance policy excludes windstorm coverage, a separate policy providing windstorm coverage is required in addition to the homeowners policy.
All mortgage lenders require homeowners to have homeowners insurance. As a homeowner, and in accordance with your deed of trust or mortgage, you need to maintain adequate homeowners insurance coverage at all times.
Yes. It is important to maintain the required insurance policies on your home. If Truist does not have proof of the appropriate insurance coverage, we are required to obtain lender placed insurance to protect our interest in your property.
You can access your policy details and provide updated policy details by visiting www.mycoverageinfo.com/truist.
If you need help paying for your non-escrowed insurance policy, please call us at 866-515-2139 to discuss how we can pay your premium and establish an escrow account.
Insurance mailing address:
Truist Bank (ISAOA/ATIMA)
P.O. Box 7952
Unexpected illnesses, changes at work, and natural disasters such as a hurricane or wildfire can make it difficult to keep up with mortgage payments. Fortunately, we have options to help you stay in your home through these tough times. If staying in your home isn’t an option, we’ll do everything we can to help you avoid foreclosure.
Is your forbearance ending soon? Just because your forbearance is ending, doesn't mean you're on your own. We're here to help you get back on your feet. You may be eligible for an extension or other assistance. Contact us today at 800-443-1032 or find a HUD-Approved housing counselor for advice on what to do next.
Truist mortgage assistance process:
To help us better understand your hardship (i.e., income reduction, divorce, medical issues, etc.), start a conversation by calling 800-443-1032. We’re available Monday through Thursday from 8 a.m. to 10 p.m., Friday from 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 1 p.m. ET. Please have your Truist mortgage loan number ready when you call. Assistance options often vary by investors, so ask our representative if you are unsure about the investor for your loan.
Most investors allow forbearance as an option. It doesn’t require any documentation, and is a good first step for many clients who need time to gather documentation required for a full review of all available assistance options.
Forbearance allows you to make a partial payment—or no payment whatsoever—for a specified period of time (typically 3–6 months). That way, you could prolong foreclosure or even place the foreclosure process on hold, giving you more time to resolve a temporary financial hardship.
Let’s determine the best option for you. To begin applying for a loan modification or other assistance, take these steps to give us a complete understanding of your financial situation.
Please call 800-443-1032 to request one of the following investor packages.
|Source of income||Required documentation|
Wage earner (W-2 employee)
Social Security, disability,
Other earned income
Income from alimony, child support, or separate maintenance income need not be revealed if you do not wish to have it considered as a basis for repayment. Return the completed forms and documentation using one of the following delivery methods.
To facilitate prompt and accurate imaging of your documents, include your FULL name, applicable 10-digit loan number, and date at the top of the form.
Ensure each document includes your mortgage loan number. If multiple documents for the same loan are being submitted, include the loan number at the top of each page. We will accept your documents via fax, mail, or email, but please note specific instructions for each method.
P.O. Box 26150
Richmond, VA 23260
If you are submitting documents for more than one loan, please send a separate transmission for each loan. Once you've completed these steps, you will be contacted by the Home Preservation Center, which will be your point of contact throughout the qualification process.
While the effect on your credit will depend on your individual credit history, credit-scoring companies generally would consider entering into a plan with reduced payments as increasing your credit risk. As a result, entering into a plan with reduced payments may adversely affect your credit score, particularly if you are current on your mortgage or otherwise have a good credit score.
If you believe a forbearance has wrongfully impacted your credit score, you may submit a credit dispute.
Foreclosure prevention events in your area: These events, designed to provide advice to distressed homeowners, are organized by the Federal Home Loan Mortgage Corporation (FHLMC or "Freddie Mac").
For a list of HUD-approved housing counseling agencies that can provide free foreclosure prevention and debt management information, and may be able to provide translation or other language assistance, contact one of the following government agencies:
Your application will be evaluated for all options available for your loan type. Here are some common assistance options that may be available, depending on your investor:
Mortgage refinance: By refinancing your mortgage, you may be able to replace your current loan with a new loan featuring a lower interest rate, a fixed-interest rate to help with longer-term financial stability, a lower monthly payment, or a shorter term to pay off your loan faster.
Mortgage repayment: Mortgage Repayment distributes your late payments over a certain period during which a portion of the late amount you owe is added to your regular monthly mortgage payment. This option brings your account up to date within a specified timeframe. And with a goal in sight, you can move forward knowing your mortgage loan is secure.
Loan modification: A loan modification makes a permanent change in one or more of the terms of your mortgage loan, allowing the loan to be reinstated to a “current” status, so you can get a fresh start on managing your mortgage loan, bring your account up to date, and possibly even lower your monthly payments.
With a loan modification, past due interest and escrow may be added to the unpaid principal balance and re-amortized for the remaining loan life.
You remain obligated to make all mortgage payments as they come due, even while we are evaluating the types of assistance that may be available.
Your eligibility can be affected by your lien status. Please refer to the following resources on loan modification options.
First mortgage modification
If you have a loan owned, insured, or obtained by any of the following organizations, visit the relevant link for more resources and information.
If your loan is directly owned by Truist, then you may qualify for one of our proprietary loan modification programs. Some government programs, such as Home Affordable Modification Program (HAMP®), are not available for Truist-owned loans.
If your mortgage is owned by a private investor, then any loan modification will be evaluated on an individual basis based on the requirements of your investor.
To be eligible for a short sale, you must be experiencing a hardship that is causing or is expected to cause a long-term or permanent decrease in your income. As part of the review process, you will be required to provide proof of income and assets that support the hardship.
You must provide a fully executed purchase contract for the property for approval by Truist.
Deed in Lieu
To be eligible for a Deed in Lieu:
We will contact you within three (3) business days of receiving your Borrower Response Package to confirm receipt. Next, we will review it to determine whether it is complete. Within five (5) business days of receipt of your request, we will send you a notice of incompleteness in the event there is any missing information or documentation that you must still submit.
Once your application is considered complete by Truist, collection activities will stop while your application is being evaluated. If your request for assistance requires a property valuation, a copy of the valuation will be provided to you.
We will then review your application to determine whether you are eligible for any loss mitigation (mortgage assistance) options. The review will be completed within 30 days of a complete package notification and you will be notified of the decision.
Call us at 800-634-7928
Option 2 for Spanish
Monday – Friday: 8 am – 8 pm ET
Saturday: 9 am – 3 pm ET
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