1. How do I view my loan information online?

To register or log in to your servicing account, click here.

 

2. What are my options for making a payment?

• Mail monthly payments to 9597 Jones Road, Suite 324, Houston, TX 77065

• Pay by phone by calling (832) 912-2168 or call toll-free at (866) 520-4702.  

• You may log into your account and set up recurring ACH payments or a one-time ACH payment.

• If you would like to drop off a payment you may do so at 9601 Jones Road, Suite 108, Houston, TX 77065 between the hours of 8-5 Monday through Friday.

 

3. When are my payments due? 

Your payment due date will be on your monthly billing statement.  To view your statement, log in to your account and proceed to the "Statements/Documents" tab. 

 

4. My taxes and insurance are included in my monthly payment. If I receive an invoice/statement, what should I do? 

If your taxes and/or insurance are included in your monthly mortgage payment and you are mailed a bill or a statement for taxes and/or insurance, please email or fax a copy to:

Taxes:           taxes@focusone.com                          Fax:  651-371-3212

Insurance     insurance@focusone.com                  Fax:  651-371-3182

 

5. How do I sign up or update the ACH form on record?

You can find the most recent ACH form here. It can be used for initial agreement or make a change. Send form with your next payment or on it's own.

 

6. What is the daily cut-off time for getting my payment posted the day I make the payment?

You can make payments until 5:00 PM CST. However, our daily cut-off time to have your payment posted the same day is 3:00 PM CST.  This applies to all methods of payment. So, keep in mind, if you are making your mortgage payment via phone, website, or if you drop it off to us after 3:00 PM CST, the payment will not be posted until the next business day.  Any payments made after 3:00 PM on the day the grace period ends will be processed the next business day potentially incurring a late charge.

 

7. I am set up for ACH withdrawal on the last day of my grace period. What if this day falls on a weekend or holiday, will I be charged a late fee? 

No, you will not be charged a late fee. Your payment will be processed on the following business day and posted to your account.

 

8. When are late charges assessed to my account?

Your loan is subject to a late charge at the expiration of your grace period. If this date falls on a weekend or holiday, then it may be assessed the next business day following the weekend or holiday.

 

9. How can I get a duplicate of my monthly statement?

To obtain a copy of your monthly statement, click here and go to Documents section .

 

10. I have a fixed-rate loan, why is my payment increasing/decreasing?

Fixed-rate loans that have escrow accounts may have changes in the payment amounts. An increase or decrease in the annual taxes and/or hazard insurance will cause fluctuation in the payment amount. The account will be analyzed annually.

 

11. When can I expect to receive my annual escrow analysis?

Typically the analysis is completed in February to be effective for the April payment.

 

12. My escrow analysis indicates a shortage and/or deficit that will be spread over 12 months. Can I pay a lump sum amount to reduce my payment?

You may make a lump sum payment to your escrow account. Paying a shortage will reduce your payment by the prorated shortage amount. 

 

13. Can my mortgage loan be set up for bi-weekly or semi-monthly payments?

Mortgage loans will not be converted from monthly payments to bi-weekly or semi-monthly payments. The Note signed at closing dictates the payment frequency. You may occasionally receive a solicitation by a third party to set up payments bi-weekly or semi-monthly. This company is not associated with FocusOne Mortgage Solutions.

 

14. How do I request a payoff statement?

A. The easiest way for a member to request a payoff statement is to login to your online account.  To log in click here.  Once you are logged in, click the Help & Support drop down in the upper right had corner of the main page and select Payoff Request.  Enter the required information and click Submit.

You may also call our customer service center to request a payoff at (832) 912-2168 or call toll-free at (866) 520-4702.

 

A payoff request from a member cannot be requested via email as we cannot identify if the payoff request is from a legitimate source. 

B. Third-party requests must have a Letter of Authorization with the borrower’s signature(s) and must be sent to:

Fax:        832-237-0081

Email:    payoff@focusone.com

Mail:      9601 Jones Rd.

               Suite 108

               Houston, TX 77065
 

 

15. I am experiencing financial difficulties, are there any options to assist with my mortgage payments?

There could be several options depending on your financial situation. Not everyone will qualify. Please contact our office to discuss the details with our default team regarding your specific situation.

Click here to download the Borrower's Response Package". (Please note that this link will open a PDF document and require Adobe Acrobat Reader. If you do not have access to this software or are having problems with the below documents, please contact us and we will assist you.) Then gather the supplemental information required and complete the form. Submit all documents to the email shown below.

Email:                     homeretention@focusone.com

Phone number:    800-766-5626 (press option 1)

Fax:                         651-371-3361

 

 

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