Loan Servicing

What you need to know

We are here to help


We want to ensure you are as informed as possible and want to answer any questions you may have. 

What to Expect After Loan Closing

Customer Service Values
Axia Home Loan’s guiding mission is to restore the American Dream thru responsible lending and sustainable home ownership for each and every customer. With this core value, we are here to make your needs our highest priority. We offer several options for you to contact us for any concerns or questions you may have during the life of your mortgage. We are here to make the transition of your loan a convenient experience.

Once your loan closing is complete, it will be sold into the secondary market. If the loan is sold to an independent investor, you will receive a welcome letter directly from that investor instructing you where/when/how to make payments along with contact information for that investor.

If however, the loan is sold directly to Fannie Mae or Freddie Mac, Axia Home Loans will service your loan from our servicing operation center located at 1 Corporate Drive, Suite 360, Lake Zurich, IL 60047. Within a week or so after loan closing, your loan will board our loan platform for loan servicing. Once your loan is set up, you should expect to receive a “Welcome Package” directly from Axia Home Loans Servicing Operations Center. This package will provide each customer your new loan servicing number, the correct payment location, correspondent address and phone number, and a current monthly statement. If you are uncertain regarding who is servicing your mortgage loan, please click here (insert widget that allows Axia loan number tot be reference to identify the servicer)
Every month thereafter, Axia Home loans will provide each customer a monthly mortgage statements created around the 16th of each month and mailed out. The monthly mortgage statement provides customers with information regarding their current loan information, outstanding loan balance, escrow balance, current due date, a break down of previous payment activities, and contact information should you have any questions

Making Your Payments
Axia Home Loans offers several convenient ways to make your monthly mortgage payment.

  • Pay Online
  • Set Up Monthly Re-Occurring Automatic Draft
  • Pay by Mail:
  • Pay by Phone:

Please click here for a detailed explanation of Axia Home Loans monthly payment options

Escrow Account Information (Taxes and Insurance)
If your loan is escrowed for taxes and/or homeowner’s insurance, Axia Home Loans is responsible for the timely and accurate payment of these items. Rest assured we will make these payments on your behalf.

Year-end Tax Statements (1098/1099 tax Forms)
Each year, you will receive a year-end tax statement which will reflect the amounts Axia Home Loans has paid for your escrow items

Loan Servicing Contacts:
General Inquires/Correspondence
Axia Home Loans
Mail Stop 1290
1 Corporate Drive, Suite 360
Lake Zurich, IL 60047-8945

Insurance Renewals/Bills
Axia Home Loans .
P.O.. Box 961292
Ft. Worth, TX 76161-0292

Qualified Written Requests/Notices of Error/Requests for Information
Axia Home Loans .
Attn: Mail Stop NOE 1290
1 Corporate Drive
Lake Zurich, IL 60047-8945

Payments Options

At Axia Home Loans, we are committed to providing you with the highest level of service and sustainable homeownership. This includes finding the loan that is right for you as well as paying your mortgage in the most convenient way. Take a look below at the different payment options available:

Pay Online
Make a one-time payment each month by accessing your mortgage account online. This is a quick and convenient way to make your monthly mortgage payment at not cost to you. Payments received by 6:30 PM CST will be posted the same day. Payments received after that time will be credited the next business day.


Set Up Automatic Draft
Set up to have your mortgage payment automatically deducted from your checking or savings account each month and feel secure knowing you’ll never miss a payment. Best of all, there is no additional charge for this service! First time users will need to register by completing an Authorization Agreement for Automatic Payment. The Automatic Payment Program (“APP”) instructions contained in this link will guide you how to complete the authorization form and where to send it to our servicing operations center. Please allow 45 days for set up. Until you have been notified by our servicing center that the automatic draft is set up, please keep making your payments as usual.

Pay by Mail:
Send your payment, along with your coupon listing your servicing loan number, to:

Axia Home Loans LLC
Attn: DMI Payment Lockbox Network
1 Corporate Drive, Suite 360
Lake Zurich, IL 60047
(This address works for U.S. Postal Service and overnight deliveries.)

Axia Home Loans has also created several payment locations (LockBox locations) for customers conviences and to shorten the mail deliver time. Please click here for a list of lock box locations.

Pay by Phone:
Call our Loan Servicing Customer Service Center toll-free at (855) 233-0938. You’ll enter your loan number and then select option 6.

Note: If your mortgage loan is going to be serviced by another investor after Axia funded it, and you have not received payment information, please click here to email us for assistance.

If you have any questions regarding the servicing of your mortgage loan, please contact our mortgage loan customer service center at (855) 233-0938.

Managing your Mortgage Online

Why Should I Sign Up to Access My Loan Online?
It’s the quickest way to:

  • Stay up-to-date on your account activities
  • Make sure your payments are on time

Plus, you can easily access:

  • Current Loan Infomation
  • Monthly Mortgage Statements
  • Make a One Time Draft for your monthly payment (No cost to you)
  • View Loan Activity
  • Prior Year 1098
  • View Pay History
  • Escrow Account Information
  • Amortization Schedule
  • Create email notifications for payments received and taxes/insurance paid on your account
  • View Late Payment Options

To access your mortgage loan on-line you will need your mortgage loan servicing number, found on your monthly mortgage statement. Simply create a user id and password to gain access.

Hardship Assistance

Hardship Assistance
Axia Home Loans has many programs designed to help borrowers get through rough times. These plans include the Home Affordable Modification Program, Axia’s own modification plans, short sales, deeds in lieu of foreclosure and more. We can work with you from the beginning of the process, or pick up where you and your prior servicer left off. Simply contact us and speak to a loan counselor for more details.

Home Affordable Modification Program (HAMP)
If you have previously submitted a request for the Home Affordable Modification Program (HAMP) to your previous servicer, we are expecting to receive your documents within 30 days and will continue with the process once we have access to your loan information.

If you would like to learn more about the government assistance programs that are available to you, click here to see if you may be eligible or click here to submit an application on-line *.

Hardship Assistance/Foreclosure Alternatives

The Home Affordable Foreclosure Alternatives (“HAFA“) program provides homeowners with an alternative to resolve their mortgage debt and avoid foreclosure. If you are unable to qualify for a loan workout, you will have the ability to sell your home through a short sale if the amount you owe on your mortgage is more than the value of your home. Through the short sale you will be able to resolve your debt. Please see below for eligibility requirements.

You may be eligible to apply if you meet all of the following:

  • You have not purchased a new house within the last 12 months.
  • You have a documented financial hardship.
  • Your first mortgage amount is less than $729,750.00.
  • You obtained your mortgage on or before January 1, 2009.
  • You must not have been convicted within the last 10 years of felony larceny, theft, fraud, forgery, money laundering, or tax evasion in connection with a mortgage or real estate transaction.

*These eligibility criteria are for guidance only. Please call Dovenmuehle at 888-395-3997 to determine if you qualify for HAFA.

To apply for a preapproved Short Sale Agreement (“SSA“), please provide the following documents to Dovenmuehle:

  • Hardship affidavit/request for modification and affidavit (“RMA“)
  • Evidence of residency
  • Subordinate lien documentation
  • Form of full financial disclosure documentation required

To submit and existing offer using an Alternative Request for Approval of Short Sale (“Alternative RASS“) please provide the following documents to Dovenmuehle:

  • Hardship affidavit/request for modification and affidavit (“RMA“)
  • Evidence of residency
  • Subordinate lien documentation
  • Form of full financial disclosure documentation required
  • Property listing agreement
  • Purchase and sale contract
  • Copy of earnest money check
  • Preapproval letter from buyer
  • HUD-1

To establish property value, a valuation of your home will be obtained to determine the current market value with one of the following services:

  • Broker price opinion
  • Full appraisal
  • Automated valuation model

Deed in Lieu ““ The HAFA program offers you the option to transfer the title or ownership of the property to the investor in order to satisfy your mortgage and avoid foreclosure. This process is referred to as a deed-in-lieu of foreclosure. You can explore this option if you are deemed not eligible for the HAFA Short Sale Program.

What can you expect with the HAFA program?

  • Step 1 ““ call Dovenmuehle toll free at 888-395-3997 to request assistance and explore your options under the HAFA program. They can provide you with a Loss Mitigation Financial Package via mail, e-mail or fax.
  • Step 2 ““ if you do not wish to purse or are deemed ineligible for a modification and want to sell your home you have that option.
  • Step 3 ““ usually a period of 120 calendar days is allowed to market and sell your home.
  • Step 4 ““ once a qualified offer is obtained, allow up to five business days to submit for approval. You should submit the offer immediately upon receipt to expedite the review process.
  • Step 5 ““ if you are approved for the HAFA short sale or deed-in-lieu, a qualified loan specialist will contact you to discuss the terms of your eligibility.


During the course of home ownership, increased expenses or changes in your family income may make it difficult to pay your bills including your monthly mortgage payments. You should always keep your mortgage payments current if possible. But if you cannot continue to make your monthly mortgage payments for reasons beyond your control, please contact Dovenmuehle to discuss various alternatives to foreclosure depending on your specific circumstances.

If your payment difficulties are temporary, you may qualify for one of the following options:

  • Reinstatement ““ this is the payment of the total amount due in a lump sum by a specific date.
  • Forbearance plan ““ this allows you to reduce or suspend payments for a short time and then bring your loan current. A forbearance plan may be combined with a reinstatement when you know that you will have enough funds to bring your loan current at a later date, such as a tax refund insurance settlement, or investment reaching maturity.
  • Repayment plan ““ this is an agreement to resume making your regular monthly payments plus a portion of the past due amount each month until you bring your loan current.

If your payment problem is long-term or it is not likely that you will be able to bring your loan current at any time, other options may be appropriate including the following:

  • Modification ““ if you are able to make some monthly payment but are unable to bring your loan current, a modification changes the terms of your loan permanently to make the monthly payments more affordable. These changes may include one of more of the following: adding the missed payments to the loan balance, reducing the interest rate or extending the term of your loan.
  • Sale of property ““ the property is put on the market and the mortgage loan is paid off from the proceeds at closing. In a “short-sale“ situation, the lender accepts less than the total amount due and still considers the loan paid-in-full.
  • Deed-in-lieu of foreclosure ““ foreclosure is a legal process by which a lender takes ownership of your home if you do not make the mortgage payments. With a “deed-in-lieu“ the lender accepts a transfer of the title to your home instead of foreclosure.
  • Partial claim ““ you may be able to receive a one-time interest-free loan from the mortgage guarantor to bring your loan current. You may be allowed several years before repaying this separate loan.

Please call our Dovenmuehle’s Loss Mitigation Department toll-free at 888-395-3997. A member of their staff will conduct an interview to determine your circumstances and explore options that may be available to you. Please do not delay ““ the sooner that you call, the more likely we can find an alternative for you.

In order to begin the review process, please have the following information available and ready when you call:

  • Your mortgage loan account number
  • A brief explanation of your financial circumstances
  • Your recent income documents including pay stubs and benefit statements from Social Security, disability, unemployment, retirement or public assistance
  • Your tax returns from the previous two years
  • A detailed listing of your monthly household expenses

The U.S. Department of Housing and Urban Development (“HUD“) sponsors housing counseling agencies throughout the country that provide advice and guidance regarding mortgage loan defaults, foreclosures, credit issues and foreclosure alternatives. You can find a HUD counselor in your area by visiting the HUD website or by calling HUD toll-free at 800-569-4287.


For general information regarding the HAFA program, please call Dovenmuehle at 888-395-3997.

Disclaimer: Not all loans will be eligible for program consideration. Program outline is subject to change. Please continue to contact us as other options may be available.

Foreclosure Prevention
Axia Home Loans
Attn: Case Escalation Unit
1 Corporate Drive
Lake Zurich, IL 60047
(888) 381-7679

  • Bi-Weekly mortgage
  • What happens if I make a large curtailment
  • When is the late payment assessed
  • When is my payment due
  • What happens if I an notified that Axia is transfering the servicing
  • What happens during an escrow analysis


  • Do I need to contact my insurance company? 
    Yes. Please ask your insurance carrier to change the mortgagee clause to:

    Axia Home Loans LLC
    Its Successors and/or Assigns (ISAOA)
    As Their Interests May Appear (ATIMA)
    PO BOX 961292
    Ft. Worth, TX 76161-0292

     l also need to change your loan number to the new Nationstar loan number. 

  • Will I receive billing statements? 
    Yes. Every month hereafter you will receive a detailed statement with a coupon attached that you may use to mail in your payment. 
  • When will I receive my year-end information for tax purposes and for my records? 
    Both your previous servicer and Nationstar will provide you with separate statements no later than January 31st. These statements will reflect the amount of mortgage interest paid and any real estate taxes paid through your escrow account during the period of time your loan was serviced by each company. 
  • Periodically my escrow account is adjusted based upon a servicer analysis. Will my escrow analysis date change and when will I receive an Escrow Analysis Statement?
  • Axia Home Loans LLC complies with the Real Estate Settlement Procedure Act which requires us to perform a periodic analysis of your loan. This analysis may result in an escrow account adjustment. You will receive an escrow analysis statement each time an analysis is performed. 


  • I may soon be called to active duty in the military. What do I need to do?
    Please send in a copy of your orders to report for active duty to:

    Nationstar Mortgage
    Attention: Research Department
    350 Highland Drive
    Lewisville, TX 75067

    How can I obtain the total amount to pay off my loan?
    You may request a written payoff quote via our secure website, through our automated phone system, or by calling one of our Customer Service Representatives at 1-888-480-2432. In an effort to ensure all amounts quoted are accurate, we do not provide verbal payoff figures.

  • If I need information on my loan, who should I contact? 
    We certainly encourage you to take advantage of the convenience of accessing your loan information on our secure website or through our automated phone system. Both are available 24/7 for your convenience. Please contact Axia Home Loans  Customer Service Department at 1-xxx-xxx-xxxx if you have questions that cannot be answered through those systems or if you would simply prefer to speak to a representative. 
  • How can I change my personal contact information? 
    You can change your mailing address, telephone number, and email address Online at or complete the form on the back of your payment coupon and mail it with your monthly pamyent.
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