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Frequently Asked Questions

You may contact us by calling our Customer Contact Center and automated system at (888) 696-4444. You may also utilize our Online Banking service to review your NYCB Mortgage. Both our automated phone system and NYCB Online are available 24 hours a day, 7 days a week for access to your accounts.
To contact us by mail, please refer to the addresses below:
Please include your name and loan number on all correspondence.
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
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

Make a Mortgage Payment Online using another NYCB Account

If you would like to make a payment from a transactional account that you have with NYCB, this can be processed by the following steps within NYCB Online:
  • Select Transfers
  • Complete the short form
  • Click Review
  • Confirm the request

Request a Mortgage Payment Online via a Secure Message

Simply log into NYCB Online and send a secure message requesting a regular mortgage payment, extra principal payment, or escrow shortage payment.

Note: Your one-time payment request will be processed effective the date of your secure message or the next business day, whichever is earlier.  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.

Your secure message must include the following information for the timely and accurate posting of the payment by NYCB:

  • Your financial institution's 9-digit Routing Number and Account Number
  • The Payment Amount
  • The Payment Description (i.e. regular payment, principal payment, etc.)
  • Any other details that you would like to provide to ensure that the payment is posted correctly

You will receive a written confirmation from NYCB following the posting of the requested mortgage payment.

For loans in Bankruptcy or Foreclosure, you should contact the Home Retention Department at (888) 696-4444.  If we receive a secure message requesting a payment on an ineligible loan, NYCB may not process the payment request.  We will attempt to contact you to discuss options available to you.

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 NYCB Online.

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 request an extra principal payment via a Secure Message within NYCB Online.

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.
Your one-time payment request will be processed effective the date of your secure message or the next business day, whichever is earlier.
You may send multiple online secure messages and NYCB will process the payments as requested.
At this time we do not offer a bi-weekly payment option to our customers.
If you are a NYCB Online 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.

You may update your address within NYCB Online by selecting the Settings link located in the top right side of the page.

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 will be performed in July, effecting the September payment. The total annual escrow disbursements and deposits anticipated for the following 12 months are displayed disclosing either a projected surplus or shortage.
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
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.

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
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. 

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

FAQ Topics
General Questions
NYCB Online
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ATM & Visa Debit Cards
Rewards Program
Have a Question?
Call customer service at
1 (877) 786-6560
Help for Homeowners
with payment difficulties

The Divisions of New York Community Bank

Queens County Savings Bank​

Established on April 14, 1859 in the village of Flushing, Queens County Savings Bank was the first savings bank chartered by the State of New York in the New York City borough of Queens. Until then, local residents would need to travel to Manhattan to do their banking; the opening of the borough’s first local bank was accordingly met with elation and relief.

While the bank expanded here and there over the course of the next 14 decades, its greatest growth occurred in just the last 15 years. In anticipation of expanding its franchise through the first of several mergers, the Bank changed its name to New York Community Bank on November 21, 2000. By the end of that year, NYCB had grown from 14 to 86 branches; today, it has more than 220 branches in five states.

In deference to its heritage as a Queens-based institution, the Community Bank operates each of its 31 branches in the county under its original name, Queens County Savings Bank.

Roslyn Savings Bank

Established in 1875, The Roslyn Savings Bank was the first financial institution headquartered in Nassau County, one of two counties--with Suffolk--that constitute Long Island, New York. Its founders wanted to build a bank that would provide the Island’s residents with a safe place for their savings, as well as the financial assistance they’d need to build or purchase homes.

A member of the NYCB Family of Bank since October 31, 2003, Roslyn Savings Bank today serves the Island’s businesses and consumers through 41 conveniently placed branch offices.

Richmond County Savings Bank

A member of the NYCB Family of Banks since July 31, 2001, Richmond County Savings Bank is the third oldest of our divisions, with roots that go back to October 30, 1886. It was then that the bank was established to serve those who lived and worked on Staten Island, and it was less than one year later that it made its first mortgage loan.

Today, nearly every street on the Island has at least one home that was financed by Richmond County Savings Bank.

Originally located in the Odd Fellows Building at the corner of Richmond Terrace and Broadway, the Bank today has 20 convenient banking locations in all.

Roosevelt Savings Bank

Roosevelt Savings Bank was established in 1895 on the corner of Gates Avenue and Broadway in Brooklyn under the name “Eastern District Savings Bank.” In 1920, the bank changed its name to honor the memory of the nation’s 26th president, Theodore Roosevelt.

In February 1999, Roosevelt Savings Bank merged with and into Roslyn Bancorp, which merged with and into New York Community Bancorp, Inc. in October 2003.  Today, Roosevelt Savings Bank serves its customers through seven branches in Brooklyn as a member of the NYCB Family of Banks.

Atlantic Bank

Atlantic Bank was established in the mid-1920s and was acquired by New York Community Bancorp, Inc. on April 28, 2006. We have 11 full-service branches in Manhattan, Queens, Brooklyn, Westchester, and Nassau County, and offer a comprehensive menu of financial services for small and mid-size businesses, commercial real estate investors, consumers, and their families.

Because Atlantic Bank is part of the New York Community Family of Banks, our customers can also bank at any of our 237 branches in the Metro New York, New Jersey, Ohio, Florida, and Arizona.

We are committed to providing our customers exceptional service and convenience, and a full-service menu of products and services to meet your business and personal needs. With free 24-hour access to a network of 233 ATM locations, we make it easy for you to bank with us.

Garden State Community Bank

Garden State Community Bank has been a member of the NYCB Family of Banks since March 2008, when we combined all the branches of four smaller New Jersey-based divisions--First Savings Bank of New Jersey, Ironbound Bank, Penn Federal Savings Bank, and Synergy Bank—into a single division with a highly relatable name.

While Penn Federal Savings Bank and Synergy Bank were directly acquired in 2007, First Savings Bank of New Jersey and Ironbound Bank were acquired in 1999 by Richmond County Financial Corp., which subsequently merged with NYCB.

By combining the strengths of these four local banks with the strengths of our institution, we established a Garden State community bank that offers more products and services, and more convenient locations, than any one of these banks provided on its own.

Today, we serve our customers through 41 branches in Essex, Hudson, Mercer, Middlesex, Monmouth, Ocean, and Union Counties, most of which first opened their doors nearly 14 decades ago.

Ohio Savings Bank

Ohio Savings Bank is one of the more recent additions to a respected banking family that has been serving customers and communities for more than 156 years.

Established in 1889 as the Ohio Savings Home Loan and Building Co., the bank’s initial expansion was limited to Ohio until it opened its first Florida branch in 1989. Eleven years later, it expanded again, this time to Arizona. And seven years later, it changed its name to AmTrust Bank.

On December 4, 2009, AmTrust Bank became the newest member of our banking family, the first of our divisions to serve customers in non-contiguous states. Four months later, we elected to pay tribute to its forebear, by operating our 28 branches in Ohio under a more suitable name: Ohio Savings Bank.

AmTrust Bank

AmTrust Bank is one of the more recent additions to a respected banking family that has been serving customers and communities for more than 156 years.

The first branch of AmTrust Bank opened its doors in the late 1980s, when Ohio Savings Bank opened the first of its branches in south coastal Florida under the “AmTrust Bank” name. Eleven years later, it expanded again--this time to Arizona--and on December 4, 2009, it joined the NYCB Family of Banks. With our acquisition of Desert Hills Bank less than four months later, we further expanded our franchise in the Grand Canyon State.

AmTrust Bank serves its customers through 40 convenient branches: 14 in central Arizona and 26 in Florida.

Now Your Community Bank
The strength behind the
names you know!​

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FAQs Frequently Asked Questions listing, FAQs, Questions and Answers, Customer Service Frequently Asked Questions listing