mortgage client service request

We’re grateful to be part of your homeownership journey.

Get the most out of your mortgage. We’ll support you every step of the way.
Existing mortgage
Fill out this form if you have an existing Truist mortgage and you’d like to:

     

  • Request changes to your escrow account.​
  • Request the removal of private mortgage insurance (PMI) or a mortgage insurance premium (MIP)​.

    •  

New mortgage


If you need information about a new mortgage or refinance options, click here or call 855-445-0219. You can also visit Truist.com/mortgage.

For other requests, sign in to your account or contact us at 800-634-7928. Also, you can visit Truist.com/myhomeloan for answers to common questions.

Contact information
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Service Request
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Please note:
  • If your home is in a Special Flood Hazard Area (SFHA) and flood insurance is required to be escrowed, your flood insurance must remain escrowed.
  • If you fail to maintain homeowners insurance or any other type of insurance required for your property, in accordance with the terms of your loan, Truist may require you to pay for any insurance we pay on your behalf.
  • Escrow accounts cannot be deleted for loans with private mortgage insurance (PMI) or mortgage insurance premium (MIP).
  • Your account must be current at the time of your request. Please contact us at 800-443-1032 if you are experiencing a financial hardship.
 Please note:
  • Homeowners association (HOA) dues cannot be escrowed.
  • Upon approval, an initial deposit will be required for a new escrow account.
  • If you’re adding a new bill to an existing escrow account, your account will be re-analyzed.

1    PMI: Private Mortgage Insurance

2    MIP: Mortgage Insurance Premium

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 try to do everything we can to help you avoid foreclosure. Learn more at: Mortgage Assistance: Explore Available Options | Truist
  • On conventional home loans, PMI is automatically terminated when the loan is current and the balance reaches 78% of the home’s original value.
  • You can request cancellation when the loan balance reaches 80% of the home's original value if specific requirements under the Homeowners Protection Act (HPA) are met. These include:
    • No 60-day payment delinquency in the past 24 months, and no 30-day delinquency in the past 12 months.
    • No decline in the home’s value
    • Current on mortgage payments
  • For FHA loans, MIP follows U.S. Department of Housing and Urban Development cancellation guidelines. For loans originated after June 3, 2013, MIP is required for 11 years or life of the loan depending on the loan-to-value (LTV) ratio at origination.
  • Important note: Original value is defined as the lesser of the purchase price or the original appraised value. LTV requirements for investment properties may differ.
Additional Information
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Equal Housing Lender

Investment and Insurance Products:

  • Are Not FDIC or any other Government Agency Insured
  • Are Not Bank Guaranteed
  • May Lose Value

TRUIST is a service mark of Truist Financial Corporation (Truist) and its affiliates.

Services provided by Truist Financial Corporation (Truist) affiliates: Banking products and services, including loans and deposit accounts, provided by Truist Bank, Member FDIC. Trust and investment management services provided by Truist Bank. Securities, brokerage accounts and/or annuities offered by Truist Investment Services, Inc., an SEC registered broker-dealer, and member FINRA and SIPC, and a licensed insurance agency. Investment advisory services offered by Truist Advisory Services, Inc. and GFO Advisory Services, LLC, SEC registered investment advisers. Some insurance products offered by Truist Investment Services, Inc. Other insurance products offered by Marsh & McLennan Agency, LLC (as successor in interest to McGriff Insurance Services, LLC) CA License #0H18131, Kensington Vanguard National Land Services, and Crump Life Insurance Services. Truist Life Insurance Services (TLIS) is a division of Crump, Arkansas License #100103477. Variable insurance material is for broker-dealer or registered representative use only. Variable products distributed by P.J. Robb Variable, LLC, Arkansas License #100110185. Member FINRA.

Marsh & McLennan Agency LLC, Kensington Vanguard National Land Services, Crump Life Insurance Services, Truist Life Insurance Services, and P.J. Robb Variable, LLC are not affiliated with Truist Financial Corporation or any of its subsidiaries.

Truist Securities is a trademark of Truist Financial Corporation. Truist Securities is a trade name for the corporate and investment banking services of Truist and its subsidiaries. All rights reserved. Securities and strategic advisory services are provided by Truist Securities, Inc., member FINRA and SIPC. Lending, financial risk management, and treasury management and payment services are offered by Truist Bank.

Mortgage products and services are offered through Truist Bank. All Truist mortgage professionals are registered on the Nationwide Mortgage Licensing System & Registry (NMLS), which promotes uniformity and transparency throughout the residential real estate industry. Search the NMLS Registry.

Comments regarding tax implications are informational only. Truist and its representatives do not provide tax or legal advice. You should consult your individual tax or legal professional before taking any action that may have tax or legal consequences.

"Truist Advisors" may be officers and/or associated persons of the following affiliates of Truist, Truist Investment Services, Inc., and/or Truist Advisory Services, Inc. Truist Wealth, International Wealth, Center for Family Legacy, Business Owner Specialty Group, Sports and Entertainment Group, and Legal and Medical Specialty Groups are trade names used by Truist Bank, Truist Investment Services, Inc., and Truist Advisory Services, Inc.

Applications, agreements, disclosures, and other servicing communications provided by Truist Bank and its subsidiary businesses will be provided in English. As a result, it will be necessary for customers to speak, read and understand English or to have an appropriate translator assisting them. Please note that Truist provides translations of webpages, documents and disclosures as a courtesy and in the event of any inconsistencies or discrepancies between the English content and the translated content, the English content supersedes the translation. Truist offers phone support in Spanish at 844-4TRUIST (844-487-8478), option 9. For assistance in other languages, please speak to a representative directly.

New York City residents:

Translation or other language access services may be available. When calling our office regarding collection activity, if you speak a language other than English and need verbal translation services, be sure to inform the representative. A description and translation of commonly-used debt collection terms is available in multiple languages at http://www.nyc.gov/dca.

Borrowers with Limited English Proficiency (LEP) needing information can use the following resources:

The Consumer Finance Protection Bureau (CFPB) also provides additional resources for homeowners seeking payment assistance in select languages at: https://www.consumerfinance.gov/housing/housing-insecurity/help-for-homeowners/

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