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Frequently Asked Questions

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Though you may contact us using any of the three methods listed below, the fastest method for communicating with American Financial Resources, Inc. is by sending us an online case. We will quickly answer your questions and resolve issues or problems with your account in less than 48 business hours. This is an efficient way to communicate your message and receive ours, while maintaining a record of your conversation for easy reference.

Send Online Case
Log on to your account and click the “Contact Us” link.

Contacting Customer Service by Phone

Customer Service Representatives are available at (855) 281-0093, from 5:00 AM to 5:00 PM PT Mon-Fri.

Contacting Customer Service by Mail

Contact us by mail at:
American Financial Resources, Inc.
P.O. Box 5914
Santa Rosa, CA 95402-5914
Log in to your online account and select “My Profile”. Here you will be able to update your phone number, mailing address, and email information.
If you have made a legal change to your name, we must be notified. Please provide the following documents:
  • Signed written request for the name change
  • Completed W-9 showing the name change (available online at irs.gov)
  • Recorded deed from your county showing the name change
These documents can be:
  • faxed to: (707) 547-4078 or
  • mailed to:
    American Financial Resources, Inc.
    Attn: Special Products Department
    P.O. Box 5914
    Santa Rosa, CA 95402-5914
The underwriting of your loan was contingent on the information provided by all borrowers. Therefore, in most cases, names may not be removed from a loan except through a refinance. However, your mortgage agreement may contain an assumption clause or there may be special circumstances under which we are able to remove a name from a loan. Please contact our Customer Service Department to find out more information about this process.
When your loan closed, you received copies of your loan documents. Should any of your documents be misplaced or destroyed we can provide copies to you. To request a copy of a document at no charge, please send your request to us online by case or in writing to:

American Financial Resources, Inc.
Attn: Customer Service
P.O. Box 5914
Santa Rosa, CA 95402-5914

For expedited service, you may call Customer Service at (855) 281-0093. Fees may apply for expedited service.
The Service Members Civil Relief Act (SCRA) provides certain protections for service members if the mortgage was taken out prior to entrance into active duty, including maximum interest rate of 6% during the term of active duty and protection from foreclosure unless specifically authorized by a court. In addition, active military personnel and their dependents may be eligible for special foreclosure protection even if the mortgage was taken out after the start of active duty. If you are interested in obtaining further information, please contact us immediately so we can assess your eligibility for special relief options.
Some loans require that a prepayment fee be assessed if the loan is paid in full before a certain period of time. This is also referred to as a prepayment penalty. If your Mortgage Note includes a Prepayment Penalty clause, the fee will be calculated according to the specific terms in your Mortgage Note.
Payments are due on the 1st of each month. Late fees are assessed after the 16th of the month or the following business day on any account still outstanding. We will mail you a notice after the 16th notifying you if your account is still outstanding and you may receive a courtesy call to remind you of your missing payment.
American Financial Resources, Inc. currently uses payment coupons for billing. Monthly account statements are provided to customers who are not already receiving coupons in order to provide current and detailed account information. Additional account information is also available free of charge at www.afr.servicemyloan.com. Our secure website contains much more information than might be made available in a monthly statement or coupon. We encourage you to create a username and password to closely monitor your account and take advantage of this information. Under Federal law, you may not opt out from receiving the monthly account statement; however, if you have an online account, you may elect to receive your monthly account statements electronically.

Note: If your loan is in active bankruptcy or has been discharged through bankruptcy, you will not receive a monthly account statement.
You will receive a coupon book approximately two weeks after your loan funds. If you do not have an impound/escrow account, this book will contain 12 coupons. If your loan has an impound/escrow account, you may receive less than 12 coupons. This is because escrow accounts are typically analyzed on an annual basis and the month is determined by the state in which your property is located. We will continue to send you a new coupon book when your escrow account is reanalyzed on an annual basis. If you do not have an impound/escrow account, we will send you a new coupon book when your current booklet expires. If you are enrolled in Monthly AutoPay or use billpay with your own financial institution, we will not send you a coupon book.
Coupon books are mailed automatically on an annual basis; it is not necessary for you to request a new book. However, if you misplace your coupon book and would like to request another, you may do so by contacting Customer Service.
Coupon books are mailed automatically on an annual basis; it is not necessary for you to request a new book. You may check on the status of your next coupon book order at www.afr.servicemyloan.com or by contacting Customer Service.
We offer four convenient ways to make your monthly mortgage payment:
  1. Submit payment online. This option is FREE! Pay online at www.afr.servicemyloan.com.
  2. Monthly AutoPay (ACH). This option is FREE! This is an automatic monthly withdrawal from your bank account and is available as a free service. This can be setup through your online account or by contacting Customer Service.
  3. Checks, bank billpay services or money orders. These forms of payment can be sent by mail to:

    American Financial Resources, Inc.
    Attn: Payment Processing
    P.O. Box 513738
    Los Angeles, CA 90051-3738

    Checks should be made payable to American Financial Resources, Inc.. Certified or overnight mail should be sent to:

    American Financial Resources, Inc.
    Attn: Payment Processing
    3750 S. Robertson Blvd. Suite 102
    Culver City, CA 90232

Please note that American Financial Resources, Inc. cannot accept credit cards or biweekly payments at this time. Online payments will post to your American Financial Resources, Inc. account the same business day if the payment was entered before 5:00 PM PT. Payments submitted after 5:00 PM PT, on holidays, or weekends, will be processed the following business day. Phone payments made by 3:00 PM PT will post the same business day to your loan. Any payment made after 3:00 PM PT will be posted the following business day, excluding federal holidays.
American Financial Resources, Inc. does not currently offer a biweekly payment program. We will only accept your monthly payment if it satisfies the full amount due. Unless your loan includes a prepayment penalty, you are free to make additional payments for principal reduction together with any monthly payment. Please note that third party companies may offer to save you interest by setting up biweekly mortgage payments. However, this service normally comes with both an enrollment fee and a monthly processing fee and should be agreed to only after careful consideration of other risks and factors, such as timeliness of payments by the provider.
If American Financial Resources, Inc. receives a payment from you within the first 60 days after your loan has been sold, your check will automatically be endorsed and forwarded to the new mortgage company. In the event that your payment is applied at American Financial Resources, Inc. prior to the loan being sold, funds will be disbursed to the new mortgage company for any payments due to them. All payments are forwarded via overnight mail. Please contact your new servicer to confirm receipt.
American Financial Resources, Inc. cannot modify the contractual payments on an existing fixed rate loan, except through a recast of the remaining unpaid principal balance of the loan. Certain requirements apply to be eligible for a recast, and the fee for this service is $300. Though the payment amount will not change if you do not choose to recast your loan or if you are ineligible to do so, your loan will amortize at a faster rate if you pay additional principal. If your loan is an adjustable rate mortgage, the monthly payment will be adjusted periodically in accordance with the terms of the Promissory Note to fully amortize the remaining balance within the remaining term.
You can make extra payments toward principal up to $50,000, free of charge, by submitting a payment through your online account. If you pay using check, money order, or billpay, you may add extra principal with your regular monthly payments. Any amount greater than $50,000 requires special handling and should be sent to:

American Financial Resources, Inc.
Attn: Payment Processing
P.O. Box 513738
Los Angeles, CA 90051-3738

All payments received by mail will be posted and credited to your account by the end of business on the same day it is received in our office. If you are paying through American Financial Resources, Inc.’s website by submitting an online payment, payments must be submitted by 5:00 PM PT to receive same-day credit. If your payment is submitted after 5:00 PM PT or anytime on a weekend or Federal holiday, then your payment will not be credited to your account until the following business day.

If you are paying by phone, payments must be submitted by 3:00 PM PT to receive same-day credit. If your payment is submitted after 3:00 PM PT or anytime on a weekend or Federal holiday, then your payment will not be credited to your account until the following business day.
Late fees are assessed after the 16th of the month or the following business day on any account still outstanding. Negative credit reporting may result if the full monthly payment due is not received by the last business day of the month. If you pay by check or billpay, your payment is considered received on the day we receive it in our office, not the day it was delivered by your financial institution. If you pay on our website or by phone, please refer to the same-day cutoff times under the FAQ question “What are the cutoff times to make a same-day payment and when will you process my payment?”
You may make a payment for those charges by submitting an online payment, making a phone payment ($7.50 processing fee) or sending a check, bank billpay, or money order.

Any accumulated late charges will be added to the amount due. This includes late charges for any payments that are past due at the time of payoff.
Before paying off your loan, you will first need to obtain a Payoff Statement which states the total amount due. This statement will also provide instructions on how to pay off your mortgage and can be downloaded from your online account under the Forms section. This statement can also be obtained by contacting our Customer Service Department.

Please note, American Financial Resources, Inc. will only accept certified funds for means of paying off your loan. Instructions on how to wire your payoff can be found on the Payoff Statement.
Some loans require that a prepayment fee be assessed if the loan is paid in full before a certain period of time. If your Mortgage Note includes a Prepayment Penalty clause, the fee will be calculated according to the specific terms in your Mortgage Note.
Interest shown on the payoff statement is calculated good through the indicated expiration date. You must download a new payoff statement if you are attempting to pay off your loan after the statement’s good through date. If your loan is paid ahead, the payoff amount will be reduced by any interest not yet due. Upon receipt of the payoff amount, the actual interest charged includes interest up to but not including the date of receipt. Interest is collected in arrears. For example, if the September 1st payment (which includes interest accrued from the month of August) has been made and your loan is paid in full on September 15th, interest will be due for the first fourteen days of September.
It is important that you continue to make your monthly payments until the day your loan payoff funds are received by American Financial Resources, Inc.. Failure to make a monthly payment is a default under the terms of your Promissory Note and may result in a late charge and/or negative report being made to the credit reporting agencies. Any over payment of principal or interest included with the payoff amount sent to American Financial Resources, Inc. will be refunded to you within two weeks of the loan payoff.
Payoff figures are always subject to change due to new fee assessment, payment activity, and escrow account activity. If payoff funds are received after the good through date of the payoff statement, the interest amount due will be different. You or your agent should request an updated payoff statement to confirm that no changes have occurred.
Once your loan is paid off, American Financial Resources, Inc. will send all required documentation to your county to have our lien released. You will receive your recorded deed from the county showing our lien released typically within 90 days.
The payoff statement may be based upon payments that were received, but have not yet cleared your bank. If a payment is returned NSF (non-sufficient funds) after your loan is paid off, American Financial Resources, Inc. reserves the right to adjust the payoff figures. Interest will continue to accrue on the loan until American Financial Resources, Inc. has received all amounts due.
If your loan was impounded/escrowed and had a positive balance at the time your loan was paid off, we will mail you a refund check for the balance automatically. Generally, this will occur within 3 business days from the payoff date. We cannot send these funds to you electronically. A summary of your final escrow account information will be mailed to you 45 days from the payoff date.
If you choose to provide your name, social security number and loan number to a third party, they can go to our website and order a Payoff Statement on your behalf. Though, there is a fee of $10 for a Payoff Statement requested by a third party, there is no fee if the statement is downloaded from your online account directly.
Any escrow funds advanced by American Financial Resources, Inc. to pay your bills as a result of insufficient funds in your impound/escrow account will be collected at the time of payoff.
Your monthly escrow payment is equal to 1/12th of the total bills American Financial Resources, Inc. anticipates paying on your behalf throughout the year, including any shortage amount as permitted by federal and/or state law and your mortgage contract. This amount ensures American Financial Resources, Inc. has enough funds to pay all of your escrow bill obligations.
American Financial Resources, Inc. will review your impound/escrow account annually. The month during which your impound/escrow account is reviewed is determined by the state in which your property is located. During your scheduled month, we will re-calculate the required monthly escrow payment and determine if your account has a shortage or surplus. We will mail you an Escrow Account Disclosure Statement summarizing this information. Please contact Customer Service for the month your escrow account will be reviewed.
Escrow accounts can be re-analyzed outside of the annual schedule per written or verbal request, but we may deny a request to re-analyze your escrow account if your request is made within 60 days of your regularly scheduled annual review.
An increase in your monthly escrow payment is caused by an increase in property taxes, an increase in your homeowners or flood insurance premium or an account shortage. Changes in the property tax amount can occur because of increased property values or higher budget demands by the jurisdictions who receive property tax dollars, and/or additional or increased levies. American Financial Resources, Inc. has no control over increases in your property tax amounts and all questions regarding this should be directed to your tax collector for further information. Changes in your homeowners and/or flood insurance premium are determined by your insurance provider. Please contact your insurance agent for further information on premium changes.
If you have a fixed rate mortgage and an impound/escrow account, your total monthly payment may still change each year. The principal and interest portion of your payment remains fixed but your monthly escrow payment will adjust based on changes in your property tax amounts and insurance premiums. American Financial Resources, Inc. must adjust the amount collected for escrow to ensure we have sufficient funds to pay all of your escrowed bills.
An escrow cushion is the required reserve amount that must be included in your escrow account. The escrow cushion is the lowest balance your escrow account should reach each year to ensure there will always be sufficient funds in your account to pay all of your escrowed expenses. The escrow cushion is set by the Real Estate Settlement and Procedures Act (RESPA) and is equal to 1/6th of your total annual escrow expenses, excluding mortgage insurance premiums if applicable, unless State law dictates a lower amount.
If your impound/escrow account balance is greater than the balance required at the time of your escrow account analysis, your impound/escrow account has a surplus of funds. If your loan account is not delinquent, American Financial Resources, Inc. will automatically send you a refund check in the amount of the surplus to you, unless it is less than $50.00. If your surplus is less than $50.00, the funds will remain in your impound/escrow account according to Federal law and we will reduce the required monthly payment by crediting this amount over the year following your escrow account analysis. All of this information will be clearly explained in your Escrow Account Disclosure Statement.
If your impound/escrow account balance is less than the minimum balance required at the time of your escrow account analysis, your impound/escrow account has a shortage of funds. If your total shortage is greater than one month’s escrow payment, there are two options for handling your account.

1. Repay the total shortage immediately. You can submit a free, escrow-only online payment from your checking or savings account. Once your payment is credited to your loan account, please log in to your online account and send us a case under “Contact Us” to request a new escrow analysis to lower your monthly payment.
You may also mail a check with the special coupon provided in your Escrow Account Disclosure Statement to:

American Financial Resources, Inc.
Attn: Payment Processing
P.O. Box 513738
Los Angeles, CA 90051-3738


2. Repay the shortage over the next 12 months. We will divide your total shortage by 12 and add this to your required monthly escrow payment. This is interest-free, but increases your monthly payment by 1/12th of your total escrow account shortage. You do not need to contact us to choose this option as we have automatically included the monthly shortage amount in your new monthly payment. Your new monthly payment amount will be shown on your Escrow Account Disclosure Statement and your new payment coupons.

Your IRS form 1098/1099 will be mailed no later than January 31st of the new year. Please allow 2 weeks for mail delivery. A copy of your IRS form 1098/1099 will be made available by January 31st for immediate download at www.afr.servicemyloan.com by logging into your account and visiting the "Annual Tax & Interest Statements" link.
American Financial Resources, Inc. cannot advise you regarding the preparation of your income tax returns. Your personal tax advisor should answer any question about the preparation of your annual tax returns.
To visit the website of the Internal Revenue Service you may use the address www.irs.gov
If your loan is not escrowed for tax payment by American Financial Resources, Inc., you should pay the amount due to the taxing authority listed on your bill. If your loan is escrowed and the tax bill you received has not been paid, please write your loan number on the bill and fax it directly to our Tax Department at (707) 547-4078, or mail it to: American Financial Resources, Inc., P.O. Box 5914
Santa Rosa, CA 95402-5914.
Many times tax payments made by mortgage companies are paid in installments rather than in one lump sum. It is also possible that two bills were paid in the same calendar year if the due date is near January 1st each year. American Financial Resources, Inc. does not report tax disbursements paid from your escrow account to the IRS. For more information on tax disbursements made from your account on your behalf, please look at your account transactions on the "History" page through your online account.
American Financial Resources, Inc. will mail your individual IRS form 1098/1099 by January 31st. Each mortgage company, including American Financial Resources, Inc., will provide information for the period of time your loan was serviced. Mortgage companies are not required to report to you or the IRS if the total interest paid on your account was less than $600. However, it is American Financial Resources, Inc.’s policy to send you an IRS form 1098/1099 if you paid any amount of interest during the year.
If you are interested in refinancing your loan, please call American Financial Resources, Inc.’s Retail Department at (800) 314-1678.
When your loan closed, you received copies of your loan documents. Should any of your documents be misplaced or destroyed, American Financial Resources, Inc. can provide copies to you. To request a copy of a document at no charge, please send your request in writing to Customer Service, P.O. Box 5914
Santa Rosa, CA 95402-5914. For expedited service, you may call customer service at (855) 281-0093 and request a document verbally with a customer service representative. The following fees apply to expedited document requests:

  • Copy of Note: $20
  • Copy of Mortgage (Deed of Trust): $20
  • Copy of Settlement Statement: $20
  • Additional Fees for Faxing Documents at the Customer’s Request: $10

Fees are subject to change without notice. Additional fees may be assessed for other services not listed which would be disclosed at the time of order. To request one of the above items, please send your request and a check made payable to American Financial Resources, Inc. (please do not send cash) to: Customer Service P.O. Box 5914
Santa Rosa, CA 95402-5914.
While American Financial Resources, Inc. makes every effort to obtain your policy renewal on an annual basis, sometimes we do not automatically receive your policy renewal from your insurance carrier or agent. Please be sure to provide American Financial Resources, Inc. a copy of your policy renewal at least 2 weeks prior to your policy’s expiration date.
There are many reasons that may prevent us from receiving your insurance information from your carrier or agent. The most common reason is an incorrect mortgagee clause listed on the policy. Verify with your agent the mortgagee clause matches this:

Mortgagee Clause:
American Financial Resources, Inc.
ITS SUCCESSORS AND/OR ASSIGNS (ISAOA)
P.O. Box 5914
Santa Rosa, CA 95402-5914
Loan Number: (your loan number here)


If your insurance is escrowed, confirm with your agent they have your policy setup to bill the mortgagee, not the homeowner, using your full 10 digit loan number.
Yes, you still need to ensure American Financial Resources, Inc. receives updated evidence of insurance on an annual basis. If you change your insurance carrier, it is critical you send us updated evidence of insurance as soon as possible.
Please send your insurance information by fax, mail or upload through your online account. You can fax a copy of the policy to 1-(707)-547-4081 or request that your agent or insurance company fax a copy of the policy to this number. A copy may be mailed to:

American Financial Resources, Inc.
ITS SUCCESSORS AND/OR ASSIGNS
P.O. Box 5914
Santa Rosa, CA 95402-5914
Loan # (your loan number)


For the fastest processing, you may upload your insurance policy information through your online account at www.afr.servicemyloan.com. If you have changed your insurance carrier during the term of your previous policy, it is your responsibility to pay your new policy for a full year. If you are unable to do this, please contact the Customer Service Department.
Please send us your new insurance policy’s declarations page as soon as possible so we can update our records. If you have changed your insurance carrier during the term of your previous policy, we ask that you pay for your new policy yourself even if you have an impound/escrow account. Payment for the new policy using escrow funds can cause a shortage of funds because it was not an anticipated expense. If you are unable to do this, please contact Customer Service.
American Financial Resources, Inc. is listed as a payee due to the financial interest we have in your home. When you receive your insurance check, please contact the Customer Service Department for further instructions prior to mailing your check to us. You may do this by sending an online case to Customer Service by logging in to your online account and clicking “Contact Us”. Or, you can call Customer Service at (855) 281-0093. Your claim may have special instructions.

Once you receive instruction from Customer Service on how to process your claim, you will be required to provide the following:
  • The insurance claim check
  • A copy of the full, itemized adjuster’s report
  • Your loan number and address of the property where the damage occurred
  • Your best contact information where we can reach you
  • The contractor’s business name, address, phone number and license information

All insurance claim information should be mailed to:

American Financial Resources, Inc.
Attn: Loss Draft Department
1235 N. Dutton Ave, Suite E
Santa Rosa, CA 95401


If you receive multiple checks for the same claim, contact Customer Service prior to sending those checks to American Financial Resources, Inc..
If you have an impound/escrow account for property taxes, you do not need to send us your tax bill for payment as American Financial Resources, Inc. will obtain this on your behalf. Certain customers may receive an additional letter from us requesting a copy of your original tax bill. If you receive this letter, please return your tax bill to our mailing address.

Please note if the tax bill you received is a supplemental, unsecured or added assessment tax bill, you are responsible for making payment directly to your tax collector even if you have a property tax impound/escrow account.

If your property taxes are not impounded/escrowed, then you are responsible for paying the amount due to your tax collector.
If you have an impound/escrow account for property taxes, we will pay your property taxes on your behalf. If you receive a bill, this is most likely a supplemental tax bill. Some tax collectors will send this type of bill because an additional amount is due that was not assessed at the beginning of the current tax cycle. You may wish to contact your tax collector for clarification.
Payment of supplemental property tax bills remains the responsibility of the homeowner(s). Under State law, supplemental property tax bills are only sent directly to the homeowner, not the mortgagee. The monthly payment collected as part of an escrow/impound account is for the scheduled property tax payment(s) when they become due. A supplement property tax bill is not a regularly scheduled tax payment. If you cannot pay your supplemental tax bill out of pocket, please contact Customer Service.
For states/counties that offer a discounted property tax amount, we will pay before the expiration of the discounted period. For all other states, American Financial Resources, Inc. will make payment on or before the due date.
American Financial Resources, Inc. is proud to offer assistance to customers who are experiencing hardships that impact their ability to make payments. There are alternatives to foreclosure but you must take action immediately and CALL US TODAY. Call (855) 281-0093 to speak with an expert who can discuss your situation and options with you.
If you are interested in refinancing your loan, please call American Financial Resources, Inc.’s Retail Department at (800) 314-1678 or go to www.afrmortgage.com.