Contact us toll free at 1-800-495-7166

****All customers****
PLEASE READ this IMPORTANT information
regarding the COVID-19 disaster

Please be advised that we are open and working to ensure all borrower questions and concerns are answered as quickly as possible. However, with the current constraints on resources, our response and hold times may be longer than normal. We appreciate your patience during this troubling time and would like to remind you about the online and phone resources that will allow you to self-service and continue to make your payments at your convenience. You can register for online access to your loan in the “My Loan” section of the home page. You can also call our listed 800 number to hear your balance and make payments. Additionally, if you have questions that require us to assist you, you can send your questions to our Customer Service group at We will respond to your email within 48 hours. We hope that all of our borrowers are safe and taking care of their families during this crisis. Fay is here to assist you with your home needs as they may arise.


Is Your Loan Transferring to Fay Servicing? Learn More.

Inquiries and Other Written Correspondence

Fay Servicing
P.O. Box 809441
Chicago, IL 60680


Payments should be mailed to the address listed on your billing statement. If you need a copy of your billing statement, please contact your Account Manager or call 1-800-495-7166. To ensure that we are able to fully and accurately address your inquiry, please provide the customer’s full name, loan number, email address, and phone number.

For Lockbox Payments:

Fay Servicing LLC
PO Box 88009
Chicago IL  60680-1009

For Payments (overnight mail):

Fay Servicing LLC
Attn: Payment Processing
1601 LBJ Freeway, Suite 150
Farmers Branch, TX  75234

Payoff Inquiries

Payoff requests can be made by calling 1-800-495-7166, or you can complete this form and send it to Please note it can take up to seven business days to process a regular payoff request. If your loan is in default or in foreclosure, the payoff processing times may be longer due to additional information required to complete the payoff quote.

Requests received after 4:00 p.m. (Central Time) are considered received on the following business day.

Note: Only payoff requests may be sent to the email address provided above. For all other requests, please call the customer service number: 1-800-495-7166.

Homeowners Insurance

Upload your insurance policy information at The MyCoverageInfo website is available 24/7 via computer or smartphone. To access, simply enter borrower last name, ZIP Code, and the last four digits of the Social Security number.

Use MyCoverageInfo to view the insurance policy we have on file, and do the following:

  • View policy details, including policy number, expiration date, coverage, and premium amounts
  • Check the status and payment history of a policy
  • Upload new insurance policy documents
  • Obtain “mortgagee” or “other interested party” details

You also can send the information by email to or by fax to 1-937-525-8914.

Note: We can accept only homeowners insurance renewals and invoices at the email address and fax number above. For all other requests, please call Customer Service at 1-800-495-7166.

Notices of Error or Information Requests

The following mailing address must be used for all Notices of Error or Information Requests submitted via mail:

Fay Servicing, LLC
901 S. 2nd St. Suite 201
Springfield, IL 62704

Applications for Mortgage Assistance

Apply online or download and complete the Borrower Assistance Form. Submit your completed application using only one of the following methods.

By email:


By fax:


By mail:
Fay Servicing, LLC
Attn: Applications
P. O. Box 814609
Dallas, TX  75381-4609

For Residential Mortgage Loans on Real Estate Located in Hawaii

Fay Servicing, LLC, is licensed by the Hawaii Department of Financial Institutions. Complaints regarding the servicing of your mortgage should be sent to the Commissioner at the following website:

For Residential Mortgage Loans on Real Estate Located in New York

Complaints regarding the servicing of your mortgage should be sent to the New York State Department of Financial Services Consumer Assistance Unit at 1-800-342-3736 or by visiting the Department’s website at

Fay Servicing, LLC, provides free language translation services to people whose preferred language is not English. If you need these services, call Fay Servicing, LLC, at 1-800-495-7166. Documents provided will be provided in English. A translation and description of commonly used debt collection terms is available in multiple languages on the NY Consumer Affairs Department’s website,

For Residential Mortgage Loans on Real Estate Located in Texas

Complaints regarding the servicing of your mortgage should be sent to the Texas Department of Savings and Mortgage Lending: 2601 N. Lamar, Suite 201, Austin, TX 78705.

A toll-free consumer hotline is available at 1-877-276-5550.

Identity Theft Claims

If you are a victim of identity theft, you must submit your claim in writing. You may complete the Federal Trade Commission’s Affidavit of Identity Theft form from the link below. Please submit your completed form to the following mailing address:

Fay Servicing, LLC
901 S. 2nd St. Suite 201
Springfield, IL 62704
ATTN: Identity Theft Claims

FTC Affidavit of Identity Theft


Monday–Friday: 8:30 a.m. to 5:00 p.m.
Saturday: 9:00 a.m. to 1:00 p.m.

Please note updated hours due to the COVID-19 (novel coronavirus) situation.