Frequently Asked Questions

You may contact us by calling our Customer Contact Center at (888) 696-4444. You may also utilize our automated phone system (888) 696-4444 or our Online Banking service both of which are available 24 hours a day, 7 days a week to access your accounts.

To contact us by mail, please refer to the addresses below:

Residential Mortgage Payments
All scheduled payments must be mailed to:
New York Community Bank

Attn: Cash Processing OH99-0219
1801 East 9th Street, Suite 200
Cleveland OH 44114

Escrow Shortage and Extra Principal Payments
New York Community Bank

Attn: Escrow Department OH99-0219
1801 East 9th Street, Suite 200
Cleveland OH 44114

Pay-off Payments

(Please do not mail any other payments or correspondence to this address)

New York Community Bank

Attn: Payoff Processing OH99-0219
1801 East 9th Street, Suite 200
Cleveland OH 44114

Errors/Information/Complaints Mailing Address
(Please refer to the addresses above to make a payment)
PO Box 91214
Cleveland OH 44101

Please include your name and loan number on all correspondence.

Insurance Center
Hazard, Homeowner, Flood, Wind, Earthquake and Fire Insurance questions should be directed to our Insurance Customer Care Center:

c/o Insurance Center
PO Box 5932
Troy, MI 48007-5932
Phone: (888) 455-7288
Fax: (248) 824-7144

Insurance Clause that is required on Insurance Policies: "New York Community Bank, its successors and/or assigns"

Insurance Loss Draft Customer Care Center:
Attn: Loss Draft Department
PO Box 7000
Troy, MI 48007-7000
Phone: (866) 842-2787
Fax: (248) 824-7155

Real Estate Taxes
Attn: Tax Department
1801 East 9th Street, Suite 200
Cleveland, OH 44114
Phone: (888) 696-4444
Fax: (216) 583-5202

Loss Mitigation Department
Attn: Loss Mitigation OH99-0225
1801 East 9th Street, Suite 200
Cleveland, OH 44114
Phone: (888) 696-4444

Home Retention Department
Phone: (888) 696-4444
Hours (Eastern Time):
• Monday through Friday 8:00 am - 8:00 pm
• Saturday 9:00 am - 5:00 pm

Partial Lien Release
Attn: Partial Release OH99-0225
1801 East 9th Street, Suite 200
Cleveland, OH 44114
Fax: (216) 588-5040

Email: MortgageResearch@mynycb.com

Schedule a Mortgage Payment Online

Simply log into Online Banking to make a free, online payment. Residential mortgage payments can be made on the account activity page after selecting your loan account.

Note: Provided you successfully submit your one-time payment request prior to 8:00 pm Eastern Time on a banking day, your loan account will be credited with your payment as of the date you enter in the “Post my Payment on the Following Date” space on the account activity page. However, requests by you to post your payment on a non-banking day or requests for same day payment made after 8:00 pm Eastern Time on a banking day will be credited to your loan account on the next banking day. Your financial institution may not reflect this transaction on your deposit account for up to two (2) business days after the request is sent to your financial institution for a transfer of funds.

Set Up Automatic Mortgage Payment

With our Automatic Payment Plan (APP), we will deduct your monthly residential mortgage payment from your checking or money market account with any financial institution, including New York Community Bank. To enroll, simply fill out and return an Automatic Payment Form along with a voided check.

You may download the Automatic Payment Form by selecting "Forms" while viewing your loan account within Online Banking. Forms can be faxed to (216) 583-5202.

Pay by Phone (e-Pay)

Make your payment using our free, automated telephone service. Please call (888) 696-4444 and follow the prompts on our telephone menu:
Choose option 2 for loans and lines of credit
Choose option 1 for residential mortgages
Enter account information
Choose option 5 to make a payment

Mailing Your Payment

Mail your residential mortgage payment to the following address:
New York Community Bank
Attn: Cash Processing OH99-0219
1801 East 9th Street, Suite 200
Cleveland, OH 44114

For Commercial Mortgage Payments Only

Mail your commercial mortgage payment to the following address:

New York Community Bank
P.O. Box 9080
Hicksville, NY 11801

You may also Overnight a payment to the following address:
New York Community Bank / Attn: Lockbox Manager
102 Duffy Avenue, 2nd Floor
Hicksville, NY 11801

Please contact our Home Retention Department at (888) 696-4444.

If a payment made at a branch was not posted to your account as you intended, please mail a stamped teller receipt along with a written explanation to:

PO Box 91214
Cleveland, OH 44101

Please contact our Home Retention Department at (888) 696-4444.

You can contact our Customer Contact Center at (888) 696-4444 and request a copy of the billing statement. If you are an online banking customer and are enrolled in e-Statements, you may print a copy of your last statement through Online Banking.

A billing statement is not required to make your payment. Please refer to the question "How do I contact NYCB regarding my residential mortgage?" for the appropriate mailing address. Be sure to include your name and loan number on your check.

The payment must be equal to or greater than the payment due or it will not be posted to your account. It will go to a suspense account and will not advance the due date until additional funds to total a full payment are received. If the difference due is not received before the end of your grace period, late fees may be charged.

The following conditions apply:

No money will be applied to principal unless the account is current per the terms of the note.
If you wish to make extra principal payments separately, mail the payment to us for manual processing at:

New York Community Bank
Attn: Cash Processing OH99-0219
1801 East 9th Street, Suite 200
Cleveland, OH 44114

You can also make an extra principal payment when making an online mortgage payment within Online Banking. The total combined payment cannot be more than $10,000.00 per day.

Checks applied to mortgage payments returned NSF are presented a second time prior to being returned.

If a check is returned after a payment was marked as paid, the payment will be removed from the account.

Non-sufficient funds charges will not be waived unless it is determined to be due to a NYCB error.

Checks returned for any reason will initially be reflected as paid on your account history. The payment will be removed from the account and a letter will be sent to you informing you that the payment was reversed and is still due.

Provided you successfully submit your one-time payment request prior to 8:00 pm Eastern Time on a banking day, your loan account will be credited with your payment as of the date you enter in the “Post my Payment on the Following Date” space on the account activity page. However, requests by you to post your payment on a non-banking day or requests for same day payment made after 8:00 pm Eastern Time on a banking day will be credited to your loan account on the next banking day. Your financial institution may not reflect this transaction on your deposit account for up to two (2) business days after the request is sent to your financial institution for a transfer of funds.

You are allowed one Online Mortgage Payment per day and you cannot make an additional payment until your scheduled payment has posted to the loan. You can also make an extra principal payment when making a same-day online mortgage payment via Online Banking. The total combined payment cannot be more than $10,000.00 per day.

The following customers will not be eligible to make a payment online and will receive an error message:

If the loan is 30 days or more past due, in bankruptcy or foreclosure. Please contact the Home Retention Department at (888) 696-4444.
If your loan is set up on an Automatic Payment Plan (APP), you cannot use the online payment feature.
On the day an online payment is made. An additional online payment cannot be made that same day.

For any other error, please call our Customer Contact Center at (888) 696-4444.

At this time we do not offer a bi-weekly payment option to our customers.

If you are an online banking customer, you can access your mortgage account online and view up to six months of payment history by selecting the loan account you would like to view within Online Banking and selecting Account History.

You may update your address within Online Banking by selecting the Account Details section for your loan.

You may also:

Call our Customer Contact Center at (888) 696-4444 for assistance
Send a written request by mail to P. O. Box 91214, Cleveland, OH 44101
Visit your nearest branch location
Complete the Address Change form on the back of your payment coupon.

After the change has been made, a confirmation letter is mailed to your new address.

Before payments can be applied to principal, you must bring your account current by paying off any outstanding fees and late charges. Extra payments will then be applied to outstanding principal.

Once a year you will receive an escrow analysis statement that is required by the Real Estate Settlement Procedures Act (RESPA). This statement represents how your escrow payment, which is a portion of your monthly mortgage payment, will be collected and disbursed during the upcoming year. Your escrow account is used to pay real estate taxes, hazard insurance, mortgage insurance and any other escrow-related items that need to be paid through out the year.

Each year an escrow analysis is performed approximately 30 days prior to the anniversary of your first payment due date. The total annual escrow disbursements and deposits anticipated for the following 12 months are displayed disclosing either a projected surplus or shortage.

If you are an online banking customer, you may view your account on our website by selecting the account, then selecting the History link. Transactions are also reflected on your monthly billing statements.

When comparing the disbursements made and future estimated payments against the amount of escrow money being contributed monthly, a shortage in the amount of money required has been identified. Most likely there was an increase in property taxes and/or hazard insurance premiums.

Not necessarily. Paying your shortage will minimize the payment increase, but if your tax or insurance bills have increased from the previous year the overall escrow payment will increase to prevent a shortage from occurring again.

Please submit your request to establish an escrow account for both taxes and insurance in writing to the mortgage research department at P. O. Box 91214, Cleveland, OH 44101 or by fax at (216) 583-5203.

Include the following:

Copy of most recent tax bill.
Proof taxes are paid current. (If taxes are due within the next 60 days they must be paid by you before we set up the escrow account.)
Copy of homeowner’s insurance declaration page.
Proof homeowner’s insurance is paid current. (If the insurance is due within 60 days it must be paid by you before we set up the escrow account.)

When the above items have been received, an Initial Escrow Disclosure Statement will be completed to determine the starting balance needed for deposit to the escrow account. You will then be notified in writing of the initial deposit required to start the escrow account. Once you have forwarded the initial deposit, the escrow account will be established and you will be notified of the monthly escrow payment.

You may pay additional money to escrow at any time. Please be sure to notate on payment coupon that the additional funds are for escrow.

The most common reasons that a borrower may want to pay additional to the escrow account are:

New construction properties may not have been fully assessed by the local tax assessors office at the time of loan closing. Often the estimated property tax is based on land only or a partially assessed home. If this was the case, the first year analysis often reflects a large escrow shortage and payment increase due to the full assessment by the tax assessors office. Paying additional monies to escrow would help eliminate all or a portion of that shortage and therefore not reflect as much of a payment change.
Re-assessment evaluations are often done periodically by your local tax assessors office and sent to you. Since real estate taxes are based on this assessment, this may give you some indication of whether your real estates taxes may increase, before we actually pay the new bill. Applying additional monies may help alleviate a large shortage due to the increase.

If the document received from the County entity specifies what your estimated taxes will be based on this new information, and you would like an interim analysis completed, you can send the document for review along with your written request to reanalyze the escrow account based on the new information to P. O. Box 91214, Cleveland, OH 44101.

An interim escrow analysis will be completed. If the document does not reflect the actual tax amounts, we can not analyze the account based on an assessment notice that does not include actual tax amounts. Your treasurer's office may be able to provide you with an alternate letter providing the actual tax amount.

It is the responsibility of the Bank to ensure that both the property taxes and the required insurances are current on all mortgaged properties.

If we receive notice from the appropriate authorities that a tax or insurance bill has been missed we will contact you by mail to alert you to the matter so that you can pay or provide proof of payment. If the item(s) remain unpaid, we will pay the item(s) and establish an escrow account to collect for the amount paid and for future payments as well. If you believe that we have paid the item(s) in error, please contact our Customer Contact Center at (888) 696-4444 so we may discuss the situation with you.

Please contact our Tax Department Customer Contact Center:

1801 E. Ninth Street
Cleveland, OH 44114
Phone: (888) 696-4444
Fax: (216) 583-5202

Supplemental tax bills must be faxed to our tax department for payment. Payment of this bill may incur a shortage in the escrow account as this is not a bill that would have been included in an initial or prior escrow projection statement.

Please contact our Customer Contact Center at (888) 696-4444 for assistance.

New York Community Bank
ISAOA/ATIMA
P.O. Box 5932
Troy MI 48007

Phone: (888) 455-7288
Fax: (248) 824-7144

Please write your Loan Number on the enclosed policy remittance.

Email: NYCBInsurance@pfic.com

If you are changing insurance companies your agent must provide NYCB with a copy of your signed authorization to accept the new company. You will need to contact your prior carrier for cancellation. If the prior policy was paid from your escrow account, and you receive a refund check as a result of the cancellation, the refunded money should be sent to us for deposit into your escrow account to prevent a future escrow shortage.

Please provide your new insurance company with the mortgage clause/mailing address (found within these FAQs) along with your mortgage loan number.

Yes, it is important to notify NYCB of your most recent insurance information. Please forward all insurance information to our insurance center:

New York Community Bank
ISAOA/ATIMA
P.O. Box 5932
Troy MI 48007

Please contact our insurance center immediately at (888) 455-7288.

Earthquake Insurance is an optional insurance and is the responsibility of the borrower to obtain and pay for.

No, NYCB does not escrow for condominium master policy/personal property insurance. NYCB does escrow for the condominium unit owner.

If wind insurance is not required by the specific state where the property is located, it will not be escrowed for. If it is required, it will be included in your escrow and may be force placed if not obtained.

Windstorm insurance is required in the following states:

Alabama
Connecticut
Delaware
Florida
Georgia
Louisiana
Maine
Maryland
Massachusetts
Mississippi
New Hampshire
New Jersey
New York
North Carolina
Rhode Island
South Carolina
Texas
Virginia

Only if the property is in a required flood zone determined by FEMA.

NYCB monitors flood zoning changes for the life of the loan. Flood map information is verified from the Federal Emergency Management Agency (FEMA).

In order for NYCB to submit a revision to a flood zone determination, we require you to provide us a letter of map revision (LOMR) or a letter of map amendment (LOMA) issued from FEMA. LOMR or LOMA map amendments should be sent to our flood determination center at:

Corelogic Flood Services
11902 Burnet Road
Austin, Texas 78758
Phone: (800) 447-1772

If you do not have either letter, please contact FEMA directly.

FEMA (Federal Emergency Management Agency): (877) 336-2627

Please mail check to:
New York Community Bank
Attention: Loss Draft Department
P.O. Box 7000
Troy, MI 48007-7000

For any questions about loss draft procedures and disbursement process, please contact our Loss Draft Department:

Phone: (866) 842-2787
Fax: (248) 824-7155

Email: NYCBLD@pfic.com

Please fax all payoff requests to (216) 937-8978 with the following information:

Borrower name
Borrower written authorization is required for third party payoff requests
Account number
Property address
Good through date
Return fax number
Contact name and phone number

Please allow 24 – 48 hours for turnaround.

Within 10 business days of payoff any remaining escrow balance will be refunded to the last mailing address on record. Please ensure to update the mailing address if applicable.

If there are any financial transactions completed after a payoff quote has been generated, an amended quote will be generated with updated information.

You will receive a payoff quote in the month before the maturity date.

Payments of less than the full amount owed and due cannot be accepted beyond the maturity date and will be returned with a request for payment in full of the loan. Please contact our loss mitigation department if you are unable to make the final payoff for any options that may be available to you.

Loss Mitigation OH99-0225
1801 East 9th Street, Suite 200
Cleveland OH 44114
Phone: (888) 696-4444
Email: lossmitigation@mynycb.com

Please send your request to:
Attn: Satisfactions OH99-0225
1801 East 9th Street, Suite 200
Cleveland, OH 44114

Email: satisfactions@mynycb.com
Fax: (216) 588-5040

There are different requirements dependent upon the reason for a name change. Please provide us with a copy of the marriage certificate/divorce decree/court document along with your written request.

Please include your name and loan number on all correspondence. You may fax your request to (216) 583-5203 or mail to P.O. Box 91214, Cleveland, OH 44101.

We understand that you may want to allow those not listed on the loan to retrieve information or inquire about the loan including spouses, children, etc. Without written authorization, no other person will be given information concerning your loan.

Please submit a signed request including your name, loan number, and to whom you are giving authorization for information on your loan. You may fax your request to (216) 583-5203 or mail to PO Box 91214, Cleveland, OH 44101.

On a monthly basis, we report the prior month's payment information to Equifax, Experian, Innovis, and TransUnion. If you wish to dispute information showing on your credit report for your loan(s) with New York Community Bank, please provide details regarding the specific information that you are disputing, explain the basis for the dispute, and include supporting documentation (if applicable). Please send your dispute along with your name and loan number by mail to PO Box 91214, Cleveland, OH 44101 or by fax to (216) 583-5203.

What is a 1098 Tax and Interest Statement?

The 1098 interest statement is a federal tax form that lenders distribute in January for the preceding calendar year. The 1098 is required by the IRS and reports interest and points paid on a mortgage loan. All 1098 statements are mailed by January 31st.

When will I receive my 1098 statement?

All 1098 statements are mailed by January 31st.

Where can I obtain my Form 1098 info?

Form 1098 is mailed by the last business day of January and is also available online if you are enrolled in e-Statements until the tax return deadline each year. If you are enrolled in e-Statements, Form 1098 can be found by selecting e-Documents, then selecting Tax Documents. Please call our Customer Contact Center at (888) 696-4444 to obtain a previous year’s tax statement by mail.

Why does my 1098 statement reflect more interest this year than in a previous year?

If more payments were posted within a given year than a prior year it is possible that the interest paid will be higher than a previous years. Also, if you have an adjustable rate mortgage the interest paid could fluctuate from year to year.

How do I request a new 1098 statement because my property tax or insurance information is not reflected correctly on my statement?

Property tax and insurance information on a 1098 is informational only and is not reported to the IRS. A 1098 statement cannot be "corrected or updated" for tax amounts. Please contact your tax advisor regarding questions on how to claim any amounts listed on your 1098.

How do I request a new 1098 statement to reflect a different primary borrower and their social security number?

The interest reported to the IRS is reported in only the primary borrower's name and social security number as it appeared as of December 31st. A primary and secondary name cannot be switched/altered for prior tax year reporting. If you wish to make a change for the current tax year we require a letter requesting the change signed by all parties on the loan sent to our correspondence mailing address of PO Box 91214, Cleveland, OH 44101. Please consult your tax advisor if you have questions concerning this matter.

I noticed that my social security number is incorrect on my current 1098 statement, how can I request a corrected statement?

You may call our Customer Contact Center at (888) 696-4444 to research the matter.

Why doesn't my 1098 statement reflect the interest or points I paid at closing?

If the loan did not close with NYCB, the closing information will be reported by the origination company.

A Partial Release is a relinquishment of a claim to part of the property that originally stood as security for the mortgage loan.

Please send your request along with documentation to:
Attn: Partial Release OH99-0225
1801 East 9th Street, Suite 200
Cleveland OH 44114
Fax: (216) 588-5040

Specific documentation must be submitted to the Servicing Department and we complete the request within 30 days of receipt of documentation and fee. Fees are assessed depending upon applicable law.

Partial Release Request Requirements

Copy of a new or updated survey. The survey should clearly indicate the existing property lines and the land being released. It must also indicate where the current structure(s) (house/garage) is located. The cost must be paid solely by the owner.
A legal description of the land being released and a legal description of what is remaining.
A full appraisal is required. New York Community Bank will request an appraisal which is paid solely by the owner. The appraisal will provide detail of the current value of the property along with the value after the release. A previous appraisal ordered by NYCB can be used if it is less than 90 days old.

NYCB MAY allow the transfer of title to occur for trust purposes and not initiate the Due on Sale Clause assuming the following requirements are met:

The account is totally current.
The mortgage holder is the beneficiary of the trust.
A copy of the entire Trust agreement must be sent, including the section that pertains to the property and lists the trust beneficiaries.

A transfer to a LLC "Limited Liability Corporation" is not allowed.

Please send your request along with documentation to:
Attn: Mortgage Research OH99-0225
1801 East 9th Street, Suite 200
Cleveland, OH 44114
Fax: (216) 583-5203