*To help us serve you better, we ask that newly transferred customers please fill out our customer information form here to ensure we have your most updated contact information.
Servicing Transfers
Why was my loan sold?
It is very common for mortgage loans to be bought and sold. You will receive notice in the mail both before and after the servicing transfer takes place from your prior servicer as well as your new servicer.
Will I get a new account number?
Yes. To obtain your new account number, please refer to your welcome letter or call us at 1.888.869.2739, ext 2001 during our business hours of 8:00 a.m. to 5:00 p.m. Eastern Time, Monday through Thursday and 8:00 a.m. to 4:30 p.m. on Friday.
Will the terms of my loan change?
No, the assignment, sale or transfer of servicing of your loan does not affect any term or conditions of the loan instruments other than terms directly related to the servicing of your loan.
When will I begin receiving statements?
You will begin receiving statements once the transfer is complete; and after all payments received during the transfer period have been applied. Should you need temporary payment coupons to submit your payment via mail, print them by clicking here.
Am I going to be charged a late fee just after transfer?
No. During the 60-day period following the effective date of the transfer of the loan servicing, the loan payment received by your old servicer before its due date may not be treated by the new loan servicer as late, and a late fee may not be imposed on you.
Will my credit reporting be adversely affected due to the transfer?
No. Your account will not be reported to the credit bureau until the transfer is complete to ensure all forwarded payments are received and applied.
Payments
Do I still need to make my payments during the transfer process?
Yes. All payments received during the transfer process will be credited as of the day they are received once the transfer is complete.
What are my payment options?
- PHONE: You may pay by phone by calling us at 1.888.869.2739, ext 2001 during our business hours of 8:00 a.m. to 5:00 p.m. EST, Monday through Thursday and 8:00 a.m. to 4:30 p.m. on Friday.
- MAIL: You may mail your payment to the following address (make sure to reference your new Apex Bank account number):
Apex Bank
9721 Sherrill Blvd, Ste 200
Knoxville, TN 37932
I was on recurring ACH with my previous servicer; will that information transfer to Apex Bank?
No. To start this service with Apex Bank, you may print off and fill out the authorization form here; or you may set up an automatic recurring monthly draft online at https://www.apexbkonline.com/tob/live/usp-core/app/register. Note that you MUST log into online banking to set up a recurring payment online; or you may complete and return the Apex Bank recurring ACH form that was included with your welcome letter.
What if I just sent a payment to the prior loan servicer?
If you have already sent your payment to your prior loan servicer, it is to be forwarded to Apex Bank.
Loan Information
Where can I find my new Apex Bank account number?
To obtain your new account number, please refer to your welcome letter, or call us at 1.888.869.2739, ext 2001 during our business hours of 8:00 a.m. to 5:00 p.m. Eastern Time, Monday through Thursday and 8:00 a.m. to 4:30 p.m. on Friday.
Online Access
Can I view my full account and statements online?
Once the transfer is complete, you may register for Online Banking access to make a payment, and view transactions and billing history. Click to Enroll in Online Banking on the main page of our website.
Escrow, Taxes, and Insurance
If my property taxes and/or homeowner's insurance are escrowed, will they continue to be paid out of escrow?
Yes. Please make sure you enter the most updated information for your taxes and/or insurance when you fill out the customer information form.
What if my property taxes and/or homeowner's insurance were due at or around the date of transfer?
Please send a copy of your most recent property tax and/or homeowner's insurance bill to apex.servicing@apexbank.com and we will be happy to research it for you. Please allow two business days for response.
How do I update my insurance company with your information?
You may contact your insurance agent to make this change. Please have your new Apex Bank loan number added to your policy and request a new Declaration Page of your policy to be sent to Apex Bank. Your agent should be given the following mortgagee/lienholder information and address to properly update your policy:
Apex Bank I.S.A.O.A.
9721 Sherrill Blvd, Ste 200
Knoxville, TN 37932
What if I receive an unpaid property tax and/or homeowner's insurance bill but my taxes and insurance are escrowed?
Please send your most recent property tax and/or homeowner's insurance bill to apex.servicing@apexbank.com and we will be happy to research it for you. Please allow two business days for response.
Miscellaneous
What if I am in need of payment assistance?
You may call us at 1.888.869.2739, ext 2001 during our business hours of 8:00 a.m. to 5:00 p.m. Eastern Time, Monday through Thursday and 8:00 a.m. to 4:30 p.m. on Friday to discuss options available.
How can I update my mailing address?
You may update your mailing address by printing, filling out, and signing our change of address form here.
Contact Us
How may I contact you?
- By phone at 1.888.869.2739, ext 2001 during our business hours of 8:00 a.m. to 5:00 p.m. Eastern Time, Monday through Thursday and 8:00 a.m. to 4:30 p.m. on Friday
- By email at servicing@apexbank.com
- By fax at 1.865.531.4975
- By mail at 9721 Sherrill Blvd, Ste 200 Knoxville, TN 37932
Where is Apex Bank located?
Our loan servicing office is located in Knoxville, TN. Click here to view a full list of locations: https://www.apexbank.com/locations-hours/