Last updated: October 22, 2017

Servicing Frequently Asked Questions

General Information

Q: What are my payment options?
A: We have several payment options available:
Free payment options:

  • Set up automatic drafting online
  • Pay online before the 5th of the month at no charge
  • Send a check payable to Pacific Union Financial, LLC along with your monthly billing statement. Be sure to write your loan number on the check.
    Mail your payment to:
    Pacific Union Financial
    P.O. Box 655621
    Dallas, TX 75265-5621

Our payment mailing address is changing as of June 18, 2018.  

The new address will be:
Pacific Union Financial
P.O. Box 679094
Dallas, TX 75267-9094  

If you use bill pay through your bank to submit your monthly mortgage payment, be sure to notify your bank that the payment address is changing.

Payment options with a processing fee:

  • $0 for an online payment made between the 1st and the 5th
  • $5 for an online payment made between the 6th and the late charge date
  • $10 for all payments using our phone automated system OR online payment made between the late charge date and the end of the month
  • $15 for a representative-assisted payment

Q: How can I confirm that my payment has been received?
A: You may sign up for the “Notify Me” option when you log in to manage your account under the ‘My Profile’ tab, select “My loans” and click on “Select Notifications” tab. By selecting this option, an email confirmation will be sent to you every time a payment posts to your loan.

Q: How can I make an online payment?
A: Visit our website at www.pacificunionfinancial.com.
If registered: Go to My Account>Payments>Make a Payment, and enter your payment account details.
If not registered: You must register first to make a one-time payment online.

Q: I am having trouble with my online password (Customer CareNet). How do I retrieve my password or change it?
A:  Click “Forgot Password” below the Login button to reset your password. If you simply cannot remember your password, please note that after three failed attempts to log in you will need to reset your password. After the fourth failed attempt to enter your password, you will be locked out and must call Customer Service at 1-877-516-7998.

Q: How do I update my mailing address?
A: To update your mailing address, log in to your account, select ‘My Profile’, then select ‘My Contact Information’. You may also contact our Customer Relations Department directly at 1-877-516-7998.

Q: How do I authorize someone other than me to discuss my loan information?
A: Pacific Union Financial, LLC respects the privacy of our customer’s loan information. In order for Pacific Union to discuss any details of your mortgage loan with a third party, a letter of authorization must be on file and signed by all borrowers. Please complete this form to authorize release of loan specific information to a third party. Please send your signed authorization to:

Pacific Union Financial, LLC
ATTN: Customer Relations
1603 LBJ Freeway, Suite 500
Mailstop 60120
Farmers Branch, Texas 75234

You may also fax this signed authorization to 469-522-3003, or email to customerrelations@loanpacific.com.

Q: How do I order a Verification of Mortgage (VOM)?
A: You may submit your Verification of Mortgage request through our automated system by calling 800-354-1520. Please note a fee may be assessed to your account for this document request.

Q: How can I send correspondence or provide feedback to Pacific Union about my customer experience?
A: You may send us feedback on your experience by filling in the feedback form on our website at www.pacificunionfinancial.com.

Q: When is the monthly billing statement for my account sent out?
A: Pacific Union Financial, LLC (“Pacific Union”) issues monthly statements. Electronic statements are available online. Statements are mailed by the 20th of each month.

Q: How can I get a copy of my loan documents?
A: You may submit your request for loan documents online. Log in to your account, select Statements and Documents, and then select Request Loan Documents.

You may also send your request by fax to 469-522-3003 or mail it to:
Pacific Union Financial, LLC
1603 LBJ Freeway, Suite 500
Mailstop 60120
Farmers Branch, TX 75234

Please note a fee may be assessed to your account for this document request.

Q: How can I request a payoff statement?
A: You may submit your payoff statement request through our automated system by calling 800-354-1520. Please note there may be a processing fee for payoff statements sent by fax.

Q: How do I inform you of a servicing error?
A: If you believe an error has been made with respect to the servicing of your mortgage loan, please provide to us in writing the following information: your name (if you are an authorized third party, also provide the name of the borrower), the account number, and the error you believe has occurred. To submit a notice of error, you must send this information to the following
address:

Pacific Union Financial, LLC Attn: Qualified Written Requests
Mail Stop 60130
1603 LBJ Freeway, Suite 500,
Farmers Branch, TX 75234

Q: How do I request information about my account?
A: To request information regarding your account, please send us a request in writing with the following information: your name (if you are an authorized third party, also provide the name of the borrower), the account number, and the information you are requesting. To submit a request for information, you must send this information to the following address:

Pacific Union Financial, LLC Attn: Qualified Written Requests
Mail Stop 60130
1603 LBJ Freeway, Suite 500,
Farmers Branch, TX 75234

Q: I received a tax bill. Do I need to send it to Pacific Union?
A: If your loan has an escrow account, you do not need to send us a copy of your tax bill unless it states your tax payment is delinquent. However, if your property is located in the state of Pennsylvania, send all tax bills to us.

After you write your loan number on the bill, either fax it to 1-817-826-1085 or mail it to:
Pacific Union Financial, LLC
Attn: Tax Department
P.O. Box 92190
Rochester, NY 14692-9914

Q: I received an insurance bill. Where do I send it?
A: If your loan has an escrow account, send us a copy of your insurance policy and bill. After you write your loan number on the policy and bill, email us a scanned copy at pacificteam@pfic.com or fax it to 1-877-926-5130. You can also mail it to:

Pacific Union Financial, LLC
Hazard Insurance Department
P.O. Box 7071
Troy, MI 48007-7071

Transferred Loans

Q: I sent my payment to my previous servicer. Will my payment be forwarded?
A: Yes, your previous servicer will automatically forward us any payments they receive within 60 days after your loan has been transferred. We will apply the payment to your account without a late fee. After 60 days, this service may no longer be provided and any payment sent to your prior servicer may be returned to you.

If you have questions about where to send your payments, contact us directly at 877-516-7998, Monday-Friday, 8:00 a.m.-5:30 p.m. CST.

Q: I just received a notice that my loan transferred, but I sent my most recent payment to Pacific Union. Will my payment be forwarded?
A: Yes. If your payment is received the business day before the effective date of transfer, Pacific Union will apply your mortgage payment.

If the payment is received after the effective date of transfer, your payment will be forwarded to the New Servicer.

Q: I was set up on automatic payments with my previous servicer. Will that plan continue?
A: No, your automatic payments with the prior servicer will be discontinued on the date that your loan transfers. If you wish to enroll in the automatic payment service with Pacific Union, please visit the ‘My Account‘ section of our website, log in to your account and select the ‘Payments’, then ‘Auto Draft Payments’ option to enroll.

Q: Will I be charged any late fees for delays during the transfer period?
A: No. All payments received by your previous servicer during the 60 days following the date of transfer will be forwarded to Pacific Union and applied to your account. During the transfer period, you will not be charged a late fee, nor will you be reported to the national credit bureaus as past due.

Q: I have my tax and insurance payments issued through an escrow account. Will this continue after the transfer?
A: Yes. If you currently have an escrow account for the payment of your taxes and/or insurance premiums, Pacific Union will continue collecting these funds and making the payments on your behalf.

Q: Do I need to contact my insurance company about the transfer?
A: Your insurance company will be notified of your new servicer as a routine part of this transfer. However, we encourage you to confirm with your insurance carrier that the Insurance Mortgagee Clause has been updated.

Payments

Q: Do I have the option to make extra principal payments, and what is the benefit?
A: Yes, you have the option to make extra principal payments. Your loan must be current before an additional principal payment will be applied. By making additional monthly payments toward the principal you will shorten the length of the loan, and reduce its total cost, by saving on interest.

Q: How can I tell if my One-Time Payment was scheduled?
A: A confirmation number is provided when the payment is processed with a customer service representative, paid by phone via our automated system or made online. Pending payments may be reviewed online under the ‘one-time draft’ tab on the next business day that it was scheduled. Same day drafts will not display until the following business day.

Q: How can I cancel a pending payment?
A: Pending payments may be canceled by contacting us at 877-516-7998. Please note, we require a three (3) business day notice prior to a scheduled payment.

Q: If I make a payment today, when will it be applied to my account?
A: A payment received before 11:00pm EST, Monday through Friday, will be processed the same day. Any payments scheduled after 11:00pm EST will be processed the next business day.

Q: How can I make a change to my bank account information?
A: If the payment was processed online, you can make changes to your banking information when processing your online payment by logging in to your account and selecting the ‘Payments’ option. If the payment was processed over the phone with an agent or through the automated service, please contact our Customer Relations Department at 1-877-516-7998, Monday-Friday, 8:00 a.m.-5:30 p.m. CST.

Q: How long does it take for a scheduled transaction to complete and funds to be cleared/drawn from my bank account?
A: Your scheduled payment will be processed the same day. However, depending on your banking institution this may take 1 to 5 business days.

Q: Can I make my payment with a credit card?

A: Our payment system is not currently setup to accept credit card payments.

Q: What bank account types may I use to pay using the One-Time Payment option?
A: You may use a checking or savings account.

Q: What happens if my draft date falls on a Sunday or holiday?
A: If the draft falls on a weekend/holiday, the payment will draft the following business day.

Q: What happens if I click ‘Submit’ more than once when I am making a mortgage payment? Will there be a duplicate payment?
A: No, only one payment will draft. A duplicate payment will not be processed.

Q: When are my payments considered late?
A: Although payments are considered past due if not received by the due date, we honor the grace period described in your Mortgage Note (generally 15 days) to allow you to make your mortgage payment without being charged a late fee. If a payment is received after the grace period, a late fee will be assessed. If a payment is received after the end of the month in which it is due, the information will be reported to the credit bureaus as 30 days late. To avoid the risk of damage to your credit or the assessment of a late charge, it is recommended that your payment be received by the due date.

Q: Is there a charge to make a payment online?
A: There is no charge to process a payment online if the payment is made by the 5th day of the month. In the event that the 5th of the month does not fall on a business day, a fee will be charged. Depending on the state where the property is located, a one-time processing fee will be assessed as listed below:

• $5 for an online payment made between the 6th and the late charge date
• $10 for all payments made online payment made between the late charge date and the end of the month

Q: How do I let Pacific Union know I have a question about how my payment was applied?
A: You may review your payment history online. Log in to your account, select My Loan, and then select Loan Activity. If you still have questions, you may send us a secure message through the ‘Message Center’ tab. For additional payment inquiries, please contact our Customer Relations Department at 1-877-516-7998.

Q: Why is there a delay in receiving my payments from my online banking service?
A: The timeframe for receiving your payment from your bill pay service depends on the relationship with the payee. Pacific Union is set up to receive electronic payments with most large banks. Those payments are usually delivered in 1-2 business days. Some bill-pay services (typically smaller banks and credit unions) will issue paper checks to Pacific Union. Those payments are typically delivered by regular mail within 5-7 business days from the date you initiated the transaction.

Q: When I am processing my online bill payment and include a comment in the memo section, does Pacific Union receive this information?
A: Even though there may be a memo section on your home banking template, Pacific Union does not receive this information on electronic file transfers. If a check is sent to Pacific Union by your bank, the memo section may still not be available or may be incomplete.

Q: Can I set up a repeating payment from my bill pay service that will ensure funds are processed in accordance with my intentions?
A:There are some limitations in receiving your payment application intentions when using bill pay services through your bank. We may be able to provide you more flexibility with your payment application through enrollment in Pacific Union Autopay. Please visit the Automatic Payments page of your online account to set up your program.

Pacific Union Autopay

Q: What are the benefits of signing up for Autopay?
A: Automatic payments will ensure a payment is received in a timely manner each month and will avoid possible late charges. And best of all, it’s free! You may select a date from the 1st -15th of the month.

Please note: If the payment draft date falls on a weekend or holiday, the payment will be drafted on the next business day.

Q: How can I sign up for automatic payments?
A: The easiest way to sign up is online:

      1. Sign in to your account
      2. Click on ‘Payments’
      3. Click on ‘Auto Draft Payment’
      4. Enter your checking or savings account details
      5. Review the detailed confirmation page, which includes the effective date and the amount that will draft.

**The Autopay must be set up 15 business days before the next payment due date or the Autopay will be postponed until the following month.**

You may also download the application form and send your completed form, along with a copy of a voided check, to:

Pacific Union Financial, LLC
ATTN: Customer Relations
1603 LBJ Freeway, Suite 500
Mailstop 60120
Farmers Branch, Texas 75234

You may also fax the application to 469-522-3003, or email to customerrelations@loanpacific.com.

If you would like to have the application form mailed to you, please call Customer Service at 877-516-7998. Once the Autopay is set up, a confirmation notice will be mailed out to you.

Q: If I sign up today for automatic payments, do I need to make my payment for this month?
A: Yes, you still need to make your payment until you receive confirmation stating when your automatic drafts will begin.

Q: What happens if I do not have enough funds to cover my automatic payments?
A: We require a three (3) business day notice prior to a scheduled draft to delete the Autopay. If you’re a registered user via our website you may submit your deletion request through our website.

If payment was or will be returned for non-sufficient funds (NSF), we can process a one-time draft once funds are available or set up a postdated check over the phone. Should we receive a second NSF notice within six (6) months of the first notice, a certified stop (which means that payments will only be accepted when they are made via cashier’s check or Western Union) will be placed on the account for a six (6) month period and your ACH enrollment will be terminated. For assistance, please contact our Customer Relations Department at 1-877-516-7998, Monday-Friday, 8:00 a.m.-5:30 p.m. CST.

Year End Statements

Q: Can I obtain a copy of my Year-End Statement online?
A:Yes! You may log into your online account and view or print a copy of your Year-End Statement any time after January 25, 2018.

After logging into your online mortgage account, select “Statements and Document” click on “View Statements”. From there, you will be able to view a copy of your Year-End Statement.

Please be advised that our customer service representatives will be unable to provide copies of your Year-End Statement until after February 8, 2018.

Q: Can I obtain the amount of interest reported to the IRS prior to my statement being available after January 25, 2018?

A: You can obtain the amount of interest reported to the IRS for 2017 online before you receive the paper form by logging into your online account and clicking on the Tax and Interest link. The amount of interest reported to the IRS for 2017 will be referenced in the Previous Year Interest Paid field.

Q: How do I submit an inquiry in regards to the information contained on my Year-End Statement?

A:  If upon receiving and reviewing your Year-End Statement, you have a question in regards to any information on the statement and/or you believe that the information provided on the statement is incorrect, please send an e-mail to 1098inquiries@loanpacific.com.

In order to expedite this process, please ensure that you include your loan number, the reason for your inquiry and the required information (if available) to make the necessary corrections to your statement.

Upon receipt of your e-mail, please allow five (5) business days for us to research and respond to your inquiry. In the event that corrections need to be made to your statement, it will be mailed to you within fourteen (14) business days of your initial request.

Q: Why did I not receive an IRS Form 1098 Year-End Statement?

A: There could be several reasons as to why you may have not received a Year-End Statement.

You may be exempt from receiving a 1098 – Mortgage Interest Statement. Typical reasons that you would be exempt are as follows:

  • If mortgage interest was NOT paid, or points were NOT reportable, or Mortgage Insurance (MI) was NOT collected in the calendar year (2017).
  • If no payments were collected between the date your loan was acquired and the end of the calendar year (12/31/2017).

Your mailing address may be incorrect. You may log into your online account and verify your mailing address by clicking on the My Profile Tab and select My Contact Info.

  • If you verified your mailing address is incorrect and you did not receive your 1098 – Mortgage Interest Statement, you can access your statement online and print a copy or please send an e-mail to 1098inquiries@loanpacific.com with your new mailing address so that we may resend you a copy of your Year-End Statement.

In order to expedite this process, please ensure that you include your loan number, the reason for your inquiry and if you believe your address is incorrect, include the correct address information to make the necessary corrections.

Upon receipt of your e-mail, please allow five (5) business days for us to research and respond to your inquiry. In the event that corrections need to be made to your statement, it will be mailed to you within fourteen (14) business days of your initial request.

Q: Why does the interest line on my IRS Form 1098 “Mortgage Interest Statement” not show all of the interest I paid for the calendar year (2017)?

A:  If your loan was serviced by another company during the calendar year (2017), you may also receive an IRS Form 1098 Mortgage Interest Statement from them. You will need to contact your previous loan servicer to determine when you will receive their IRS Form 1098 Mortgage Interest Statement.

Also, if you made payments on your account beyond January 1, 2017, the interest for these payments are not reportable to the IRS for the current reporting period and will be reported for the next reporting period (2017).

Q: Where can I view a breakdown of all interest paid for the calendar year (2017)?

A: To view your payment history, log into your online Account and select My Loan, and click on  the “Loan Activity” link.

Q: If I am not registered online, how can I register?

A: After accessing our website at http://www.pacificunionfinancial.com/My-Account

Click “Login” under the “Manage your account”. Select the “Register” link under the “Are you a New User” and complete the registration form.