I’m ready to make a payment.

We’re here to help – we want to ensure you’re as informed as possible and want to answer any questions you
may have. You can check out the answers to some commonly asked questions below or, if you just want to make
a payment, you can use the link above.

Payment Options

At Axia Home Loans, we are committed to providing you with the highest level of service. This includes finding the loan that is right for you as well as offering a variety of convenient payment options. Take a look at the different payment options below:

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

Axia Home Loans LLC
Attn: DMI Payment Lockbox Network
1 Corporate Drive, Suite 360
Lake Zurich, IL 60047

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 1.

Pay Online:
Make your payment each month online! This is a quick and convenient way to make your monthly mortgage payment at no additional cost to you. Payments received by 5:00 pm CST will be posted to your loan the same day. Any payments received after that time will be credited the next business day. 

To make payments online, please visit:  www.axiahomeloans.yourmortgageonline.com

Set Up an Automatic Payment Draft:
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!

To set up this service, please visit: www.axiahomeloans.yourmortgageonline.com

First-time users will need to register by completing an Authorization Agreement for Automatic Payment. The Automatic Payment Program (“APP”) instructions will guide you through completing the authorization form and submitting it to our servicing operations center.

Please allow 45 days for processing. Until you have been notified by our servicing center that the automatic draft is set up, please keep making your payments as usual. Additionally, you can always sign up for automatic payment drafting.

Online Access to Your Mortgage

If Axia Home Loans has retained the servicing of your loan, you can access your mortgage online. To do so, you will need your new mortgage loan servicing number found on your monthly mortgage statement. Complete a simple registration and you’ll have 24/7 online access and will enjoy
the benefits:

Please visit: www.axiahomeloans.yourmortgageonline.com

• Stay up to date on your account activities
• Make sure your payments are on time
• View current loan information
• View monthly mortgage statements
• Set up paperless statements
• Make a one-time draft for your monthly payment (no cost to you)
• Set up monthly reoccurring payment drafting (no cost to you)
• View loan activity
• View prior year’s 1098
• View pay history
• View escrow account activity
• View amortization schedule
• Create email/text notifications
• View late payment
• Access the online learning center for resources related to escrow analysis, year-end tax documents, disaster assistance, financial hardship, etc.

Your Loan Servicing

Establishing You Servicer
Once your loan closing is complete, it will be sold into the secondary market and will begin the process of permanent loan servicing. Axia provides email notifications advising you of upcoming transfers. For servicing that is not retained by Axia Home Loans, a Notice of Servicing Transfer Letter (Goodbye Letter) will be mailed to you advising you of the official transfer of servicing to another lender. This letter includes details and contact information relating to the transfer of your loan. You will also receive a welcome letter from your new servicer instructing you where, when, and how to make payments along with contact information for that servicer.

Axia As Your Servicer
If Axia Home Loans retains the servicing of your loan, we’ve contracted with Dovenmuehle Mortgage Inc (“DMI”) to act as our sub servicer. This means that DMI will be performing the day-to-day servicing activities of your loan on behalf of Axia by overseeing your mortgage account. DMI will collect your payments, and, for loans with an escrow account, will pay your taxes, homeowner’s insurance, and conduct other loan-related activities.

Once your loan is set up, you should expect to receive a ‘Welcome Package’ directly from the Axia Home Loans Servicing Operations Center. This package will provide you with a new loan servicing number, the correct payment location, correspondent address and phone numbers, and a current monthly statement. Monthly mortgage statements will be sent out every month.

Property Tax / Home Insurance Payments
If your loan is escrowed for taxes and/or homeowner’s insurance, Axia Home Loans (or your new servicer) is responsible for the timely and accurate payment of these items. Rest assured these payments will be made on your behalf.

Not Sure Whom to Pay?
Should you have any questions about whom to make your mortgage payment to, call our Customer Service Center at (877) 507-6070 or email us at servicing@axiahomeloans.com.

Hardship Assistance

Axia Home Loans has many programs designed to help borrowers get through rough times. The right option for you depends on your individual circumstances.

Short-Term Payment Difficulties
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 in the case of an expected tax refund, insurance settlement, or an 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.

Long-Term Payment Difficulties
If your payment difficulty 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 payments but are unable to bring your loan current, a modification permanently changes the terms of your loan to make the monthly payments more affordable. These changes may include one or 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 note that the longer you wait, or the further you fall behind on your payments, the harder it will be to find a solution for you.

For support, view our Hardship Assistance page or call Axia’s Loss Mitigation Department toll-free at (866) 397-5370. A staff member will guide you thru the steps to get assistance and explore options that may be available to you. Please do not delay – the sooner you call, the more likely we can find a solution for you.

Government Housing Counselors
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.

Tax Forms

Year-End Tax Statements (1098/1099 Tax Forms)
Each year, you would also receive a year-end tax statement which will reflect the amounts Axia Home Loans has paid for your escrow items along with any items paid at closing. If your servicing transferred during the year, you would also receive a 1098 from the new servicer. If Axia is servicing your loan, you may also find your mortgage tax statement online.

Axia Customer Service

Axia Home Loan’s guiding mission is to create sustainable homeownership through responsible lending in the communities in which we live and work. Your needs are our highest priority, and our goal is to make the transition of your loan into servicing as smooth as possible.

Should you have any questions following the closing of your new loan with Axia Home Loans, feel free to call our Customer Service Center at (877) 507-6070 or email us at servicing@axiahomeloans.com.

If Axia is your loan servicer, you can send your payment along with your coupon listing your servicing loan number to the mailing address below.
Axia Home Loans LLC
Attn: DMI Payment Lockbox Network
1 Corporate Drive, Suite 360
Lake Zurich, IL 60047

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


How do I educate myself on my mortgage loan?
Axia offers helpful information, including videos on topics such as how to read an escrow analysis, determine if you qualify for disaster assistance, understand year-end tax documents, and what to do if you experience financial hardship. These resources are found in your learning center.

What happens if I pay extra on my loan?
When you pay extra on your loan, funds in excess of your typical mortgage payment are applied directly to the principal balance, which will reduce the unpaid balance of your mortgage loan. You can request to have the payment revised based on the new lower balance and re-amortized over the remaining life of your loan.

When is payment due? When is a late payment fee charged?
Payments are due on the first day of each month. You may be charged a late fee for payments received after the 15th of the month.

What happens if I am notified that Axia is transferring my servicing?
Axia will provide you with a courtesy email notifying you of the pending servicing transfer. An official Notice of Servicing Transfer (Goodbye Letter) will be sent from Axia providing specifics of the effective transfer date, new servicer, payment information, contact information, etc. The new servicer will provide a Notice of Servicing Transfer Letter (Welcome Letter) 15 days following the effective transfer date, which provides you with your new servicing loan number, contact information, and payment information.

Do I need to contact my insurance company?
In order for Axia Home Loans to process your insurance renewal request, it is important that your insurance company has the mortgage clause indicated below. Axia does provide each insurance company with these notifications, but it is helpful if you 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

Will I receive billing statements?
Every month in the mail, you will receive a detailed statement with a coupon attached that you may use to mail in your payment. You may sign up for emailed statements (E-Statements) using your online mortgage account page.

When will I receive my year-end information for tax purposes and for my records?
Axia Home Loans will provide you with year-end 1098 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.

Why did my escrow amount change?
Axia Home Loans complies with the Real Estate Settlement Procedure Act which requires us to perform an annual analysis of your loan. This analysis may result in an escrow account adjustment. You will receive an escrow analysis statement detailing the specifics of this analysis 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:

Axia Home Loans/Dovenmuehle Mortgage
Attention: Customer Service
1 Corporate Drive, Suite 360
Lake Zurich, IL 60047

You can also reach out via email at custserve@yourmortgageonline.com. Please include your servicing loan number in your submission.

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 (855) 233-0938. In an effort to ensure all amounts quoted are accurate, we do not provide verbal payoff figures.

If I need information on my loan, whom should I contact?
We certainly encourage you to take advantage of the convenience of accessing your loan information on our secure website. Should you have questions that cannot be answered using the website, or if you would simply prefer to speak to a representative, please contact Axia Home Loans Customer Service Department at (855) 233-0938.

How can I change my personal contact information?

You can change your mailing address, telephone number, and email address online or complete the form on the back of your payment coupon and mail it with your monthly payment.

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