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Open An AccountLooking to make a loan payment, request a loan payoff, correct a duplicate payment, or get answers to your general loan questions? You’re in the right place.
Let's set you up for success! Take advantage of our convenient tools.
First, download the Axos app. Or register for online banking.
Next, chat with Evo, your virtual financial assistant. Evo can help answer questions about your loan.
There’s three ways to get started:
Still need help with your loan? We’ve got you covered. Select from one of the following.
Choose the payment method that works best for you.
It’s the fastest and easiest payment method. Do it with the Axos app or on the web. It’s safe and secure! Simplify your to-do list by selecting automatic recurring payments.
Pay on Axos App
Use our automated phone system to make a payment. Call 866-923-7112, select option 1 for Evo, verify your identity, and then say you would like to pay your loan.
Be sure to allow time for your payment to get to us! If you’re making an additional principal payment, reference “principal payment” on the check. Otherwise, it will post as a partial payment.
If you need a Single Family Residence, Income Property, Unsecured Loan, or Auto Loan payoff quote, please use the Axos app of sign in online and send your request to us in a secure message.
Payoffs are generally ready within 7 calendar days and are processed in the order received.
If you’re not a customer and need a payoff quote, please email your request to [email protected] along with a borrower's authorization.
A payoff quote will be sent to you within 7 business days of our receipt of your request.
If you think you made a duplicate payment and want to fix it, please use the Axos app or sign in online and send us a secure message. A team member will investigate your case, and we'll respond within 14 days.
In your message, let us know how you’d like us to hand the duplicate payment (please note: it can take up to 30 days for a refund):
If your bank is already processing an ACH return, your duplicate payment will be refunded through that method instead of what you note in your secure message.
Monthly e-statements and tax forms are available within your loan account overview. All other notices are sent to your mailing address. This includes time-sensitive information about insurance lapses or requirements, returned items, and adjustable-rate change notices. Please be sure to keep your mailing address updated.
It’s easy. Use the Axos app or sign in online and send us a secure message to sign up for e-statements.
Liens are released 30 days after your auto loan is paid in full.
If you live in an electronic title state, an updated title will be sent directly from your local department of motor vehicles. If you live in a paper title state, we will mail the released original title. A paid in full letter and your title will be mailed separately.
To ensure the bank doesn’t have to obtain “force placed” insurance on your behalf, be sure to upload your new insurance policy (prior to expiration) through our insurance department portal.
If you’re experiencing a financial hardship, assistance may be available to help you avoid foreclosure.
Please send us a secure message. Use the Axos app or sign in online and select Messages. Then, select Financial Hardship from Personal Loans in the Messages menu. Please be sure to provide your loan number, borrower name, and a description of your situation.
Depending on your loan situation, you may qualify for one of the following options:
Modify your current loan terms for a more affordable monthly home loan payment
Develop a plan to repay the full amount owed over time
Sign a property deed transferring title to Axos Bank as a way to avoid foreclosure
Axos Bank agrees to accept less than a full payoff of the loan from the sale of the property
Pay all past due amounts to bring your loan current
Contact us during normal business hours to discuss your available options. Submit a request through online banking or call us at 877-764-9998.
The Portfolio Management team may request the following:
Explanation of why you’re having trouble paying your mortgage
Information about yourself, co-borrowers, the property, your income, and expenses and details of your hardship
Uniform Borrower Assistance Form (Form 710)
Internal Revenue Service Short Form Request for Individual Tax Return Transcript (IRS form 4506-T-EZ)
Uniform Borrower Assistance Form (Form 710)
Internal Revenue Service Short Form Request for Individual Tax Return Transcript (IRS form 4506-T-EZ)
1099 IRS form
IRS Request for Transcript of Tax Return (IRS form 4506-T)
Authorizes Axos Bank to obtain a copy of your recent tax returns from the IRS
Federal tax returns – the last 2 years
Include all forms and schedules to show your income from all sources
W-2
W-8
Bank or brokerage statements
Financial statements (profit and loss statements)
Lease or rental agreement
Paystubs
Rental income
Canceled checks to show expenses you have paid
Divorce decree
Schedule of real estate owned
Trust agreement
Third party authorization form
Proof of occupancy to confirm you are living in your home
Power of attorney
Listing agreement
Purchase or sale agreement
Contact your unit’s Judge Advocate, Legal Assistance Officer, or “Military OneSource” at 800-342-9647 or www.militaryonesource.mil/legal if you believe you may have rights under the Servicemembers Civil Relief Act (SCRA) as an active duty member of (or dependent of a person in) the military, including the Reserves or National Guard.
The U.S. Department of Housing and Urban Development (HUD) sponsors free or low-cost housing counseling throughout the country. Housing counselors can help you understand the law and your options. They can also help you organize your finances and represent you in negotiations with your lender if you need assistance. You may find a HUD-approved housing counselor near you by calling 800-569-4287 or online at www.consumerfinance.gov/find-a-housing-counselor/. For hearing-impaired customers, HUD Counseling Agency (TDD) numbers are available at 800-877-8339.
Still got questions after chatting with Evo or reviewing the other answers on this page?
No problem: Just send us a secure message with the Axos app or when you sign in online.
Select the icon at the bottom of this page for fast answers to your questions
Use the Axos app or sign in online and select Messages
866-923-7112
Monday – Friday
8am–5pm PST
877-634-0943
Monday – Friday
6am–2pm PST
Request quote for mortgage, unsecured, and auto loans
Use the Axos app or sign in online and select Messages.
Use Dealer Track. You don’t need to be a Dealer Track user; simply enter the VIN for a payoff quote.
Send payoff request to: [email protected]
Axos Bank
Attention: QWR
It’s easy, safe, and secure! Use the Axos app or sign in online to schedule a one-time or recurring payment. You can also make additional principal payments.
You can make a payment directly from your preferred bank account – either online or by check. When mailing a check, be sure to allow time for your payment to get to us!
If you’re making an additional principal payment, reference “principal payment” on the check. Otherwise, it will post as a partial payment.
Send a secure message when you sign in online or through the mobile app. In the message, let us know how you’d like us to handle the duplicate payment (please note: It can take up to 30 days for a refund):
Refund
Credit funds to the next billing period
Apply payment to principal balance
If your bank is already processing an ACH return, your duplicate payment will be refunded through that method instead of what you note in your secure message.
You may also dispute the duplicate payment with your financial institution.
You can set up automatic loan payments through the Axos app or when you sign in online. Once signed in, navigate to your loan account, and select to make a monthly payment. Follow the prompts to set it up as a monthly payment.
Please note: Requests need to be created at least 3 days before scheduled draft date.
Automatic payments will never cause an overdraft when using an Axos savings or checking account. If funds are unavailable in your Axos account, your payment will try to post the following business day.
Please note: This does not apply to payments made from a non-Axos account.
It’s easy! Sign in to your account online or through the mobile app, navigate to your loan account, and select to make a payment.
You can also pay by check. Please include loan number and reference “principal payment” on the check. Otherwise, it will post as a partial payment.
If you have 3 or more consecutive returns, any scheduled automatic payments will be cancelled.
Please keep your account and draft information updated to ensure you receive notices and avoid returned payments.
Sign in to your account online or through the mobile app and select Messages to submit a secure message to our team. Please include:
Amount
Date
Description of the transaction
You can make your request when you sign in online or through the Axos app. From the main menu, select Support to initiate your request via a secure message. Payoffs are generally ready within 7 calendar days and are processed in the order received.
When you make your request include:
Date you’d like to pay off your loan
Email address where payoff can be sent
Where to forward your paid in full letter and title
Third parties requesting a payoff demand can submit their request to [email protected].
For partial payoffs or loan recasts, email [email protected] to make a request.
Please note: Partial payoffs may take up to 30 days to process.
Liens are released 30 days after your loan is paid in full. A paid in full letter and your original promissory note will be mailed to you separately.
Liens are released 30 days after your auto loan is paid in full.
If you live in an electronic title state, an updated title will be sent directly from your local department of motor vehicles. If you live in a paper title state, we will mail the released original title. A paid in full letter and your title will be mailed separately.
You must contact GAP provider, for loans that are not paid off refund will be applied to principal balance
To obtain payoff for total loss vehicle, please email [email protected].
Your promissory note or loan contract provides details information on late fees, grace periods, and any additional fees or penalties.
You can avoid late fees by making your full monthly payment before your grace period expires.
A prepayment penalty is a fee that’s assessed when you pay off all or part of your loan early. This is only applied if it’s specifically stated in your loan contract. Most penalties expire after a set time, which is also noted in the contract or note.
Personal, auto, and home loans typically don’t have prepayment penalties. However, interest-only loans might not allow additional payments to principal. If that’s the case, then the additional amount is considered a partial payment and isn’t applied to the principal loan balance.
Sign in online or through the mobile app and send us a secure message to sign up for e-statements
Your monthly e-statements and tax forms are available through the Axos app or when you sign in online, with tax forms tied to the primary borrower’s account.
All other notices, such as time-sensitive information about insurance lapses or requirements, returned payments, and adjustable-rate change notices, are sent to your mailing address.
Depending upon your loan amount, you may have been required or elected to open an impound account (also known as escrow account) with your home loan.
This account is where deposits to your property insurance and taxes are made; commonly included insurances are hazard, flood, and property mortgage insurance (PMI). The amount is added to your monthly principal and interest payment.
Axos calculates your monthly impound payment by adding together the annual cost of your applicable property insurance and taxes, and then divides the total amount by 12 months. We then add a 2-month cushion to the escrow payment to ensure you are adequately covered if your tax or insurance amounts increase.
Your impound/escrow account is analyzed on the anniversary of your first payment. The analysis form is mailed to you.
Please update us when an agency/carrier updates the amount of an expense included on your impound account. Otherwise, we will assume amounts have remained the same if updated documents or tax bills are not received by the analysis date.
An escrow shortage is when you have a positive account balance, but it’s estimated the funds won’t cover your upcoming tax and insurance bills.
An escrow deficiency is when your account has a negative balance.
Private mortgage insurance (PMI), FHA mortgage insurance premiums (FHA MIP), homeowners insurance, and flood insurance are commonly included in impound accounts.
Elective insurance, such as earthquake and wind, can’t be added to an impound account.
To ensure the bank doesn’t have to obtain “force placed” insurance on your behalf, be sure to upload your new insurance policy (prior to expiration) through our insurance department portal.
Please provide the following name and address:
Axos BankIn most cases, force placed insurance occurs if Axos doesn’t have an active policy on file, your policy coverage is inadequate, or your carrier has cancelled your policy.
Additionally, if you have an HOA master policy and failed to submit it, you may have received a notification of force placed insurance. Re-submitting your HOA master policy is required on an annual basis.
If you received a mailed forced placed insurance notice, please contact us with proof of coverage. Once received, we can update our records and calculate any applicable refunds within 30 days.
Follow these steps to provide proof of coverage:
First, upload your insurance policy through our insurance department portal
Then call us at 877-634-0943
No, you do not need to contact Axos Bank. At your discretion, you may contact your insurance carrier provider for additional information, or you can send the check back to Axos to be applied to your escrow account.
Send to:
Axos BankSupplemental taxes may be assessed on your property after a change of ownership or new construction is complete. They are sent directly to you from the county tax assessor’s office.
You are responsible for paying for your supplemental taxes – even if you have an impound account. Axos does not receive a copy.
You can contact your local tax assessor’s office for additional information.
Insurance check endorsements are handled by our portfolio management team. If you have a question, you may contact our team at [email protected].
Please mail your signed check to the address listed below:
Axos Bank