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Is COVID-19 impacting your ability to make your Axos loan payment?

If you are an Axos Bank borrower and are encountering financial hardship due to COVID-19, please contact us by email at [email protected].

Our anticipated response time is within five business days. Contacting us again at the same email address or by another method will delay our ability to respond to your concern.

Making Your Payment From Your Axos Account

From the comfort of your home or on the go, you can enjoy the convenience of online banking. Sign in to your Axos account and go to “Move Money” to make your monthly payment or set up automatic recurring payments. It’s safe and secure!

Sign In to My Account

Need Another Option to Make Your Payment?

Don’t have an online Axos account?

You can still make a one-time payment directly from another bank account. Before you start the easy, online process, have the following information ready:

  • your loan number
  • your bank name and routing number where you want the payment to come from
  • your bank account number
Make a One-Time Payment

Prefer to mail us a check?

Mailing your payment is always an option. Be sure to allow enough time for your payment to get to us, to avoid any late fees. If you think your payment may be late, try the one-time payment option.

Mail payment to:

Axos Bank Loan Payments
P.O. Box 80471
City of Industry, CA 91716-8471

Have Questions About Your Loan?

Save time! Find the answers to common questions about your loan.

Payment Methods

How do I make my payment online?

It’s easy to manage your payments from within online banking. Just sign in to your account online and select Move Money to schedule a one-time or recurring payment. You can make your monthly payment this way and additional principal payments, if you like. 

How do I set up automatic loan payments?

Online banking makes it easy for you to set up automatic loan payments. Just sign in to your account online and select Move Money to schedule recurring payments or modify an existing automatic payment. Your request to set up or modify a payment needs to be done at least three days in advance of the scheduled draft date.

Can automatic payments cause an overdraft of my account?

Automatic payments from an Axos checking or savings account will never overdraft your account*. If funds are unavailable, the payment is automatically canceled. Remember to make your missed payment as soon as funds become available. 
*Does not apply to payments made from an external institution.

How do I make a payment if I don’t have an online account?

You can make a one-time payment directly from your bank account. You will need your loan account number plus the bank name, bank routing number, and your bank account number. Please note that additional principal payments cannot be made in this way.

Are there any other options for making my payment?

You can mail us a check or call us to make a payment. When making an additional principal payment, reference “principal payment” and the amount on your check. Otherwise, the amount will be considered a partial payment.

Mailing Address

Axos Bank Loan Payments

P.O. Box 80471

City of Industry, CA 91716-8471

Contact Center

(866) 923-7112

M-F 8 am - 5 pm PT

Select option 1 from the Loan Servicing menu

Do you accept partial payments?

If we receive a partial payment, and if the payment is not clearly identified as an additional principal payment, the funds will be held in suspense until the remainder is received. Only then will a payment be applied to your loan.

How can I make an additional principal payment?

Want to make a principal-only payment? Just sign in to your account and select Move Money to schedule a principal-only payment. Please note that your current bill must also be paid in order to pay additional principal. 

How can I correct a duplicate payment?

Give us a call or start a chat from within online banking. Duplicate payments identified the same day, during regular business hours, can usually be canceled. If your payment can’t be canceled, a refund will be issued once it’s processed, which can take up to four business days. Please alert us if you believe the payment will be returned.

What happens if my payment is returned? 

If one of your payments is returned, we will mail a notice to you with the transaction date, amount, and reason for the return. If you have three or more consecutive returns, automatic payments on your account will be canceled. Please keep your account and auto draft information up to date to ensure you receive all notices and avoid returned items.

Who can I talk to about a possible billing error on my account?

Sign in to your account online and select the Support icon to submit a request to our team. You will need to provide the amount, date, and description of the transaction within your request.

Fees

Where can I find information about late fees or other fees and penalties?

Your promissory note or contract provides detailed information on late fees, including any applicable grace periods. Any additional fees or penalties would also be explained there. Make your payment before your grace period expires to avoid late fees.

What is a prepayment penalty?

A prepayment penalty is a fee assessed on your loan when you pay off all or part of your loan “early” and when your contract specifically states this is not allowed. Most penalties expire after a set time period, which is stated in your contract or note. Typically, personal auto and home loans don’t have prepayment penalties. However, your interest-only loan may not allow additional payments to principal. If so, the payment is considered a partial payment and isn’t applied to the loan balance.

Statements and Tax Forms

How can I arrange to get e-statements?

Sign in to your account online and select the Support icon to set up e-statements. Each month you will receive a notification email that your statement is available. Sign in to your account, go to the Statements/Tax Forms tab to review or download a copy. For security purposes, we will never email you a copy of your statement.

What forms are available through my online account?

We currently only support e-statements for your monthly statement and tax forms. Your monthly statement and tax forms are currently available online. All other notices are sent to your mailing address. Notices may include time-sensitive information about insurance lapses or requirements, returned items, adjustable rate change notices, etc. 

Mortgage Escrow/Impound Accounts

What is an impound/escrow account?

Based on your loan amount you may have been required or elected to have an impound account (also referred to as escrow account). An impound account is where deposits to your insurance and taxes are made. This amount is added to your principal and interest payment.

How are my impound/escrow amounts calculated?

To calculate your monthly impound payment, Axos adds the annual cost of your hazard insurance, property taxes and, if applicable, flood insurance, property mortgage insurance, etc. then divides the total cost by twelve months. Axos adds a two-month “cushion” to the escrow payment to ensure you are adequately covered in the event your taxes or policies increase during the year.

How can I request to have impounds/escrows removed from my loan?

You can request the removal of impounds from your loan by signing in to your account online  and selecting the Support icon to submit a request for impound removal. Approval is not guaranteed, and some loans may not qualify. Properties in a flood zone are ineligible for impound removal.

What is an escrow analysis?

Your impound account is analyzed on the one-year anniversary of your first payment and the analysis form will be mailed to you. It is important that you update us when an agency/carrier changes the amount of an expense included in your impound account. Otherwise, we will assume the amounts have remained the same if updated documents or tax bills have not been received by the analysis date. 

How do I request an updated escrow analysis?

You can request an update by signing in to your account online and selecting the Support icon. Be sure to attach any updated tax or insurance information to your request.

What types of insurance can be included in my impound account?

Private mortgage insurance (PMI), FHA mortgage insurance premiums (FHA MIP), homeowners, and flood insurance are commonly included in impound accounts. We monitor insurance policies even if they are not included in your impound account. All other types of insurance, including earthquake and wind, are considered elective and cannot be added to an impound account. 

How do I notify you of changes to my insurance policy? 

If you change insurance carriers, notify us as soon as possible. Sign in to your account online and select the Support icon to upload a copy of your new policy. Include your loan number and tell us if a payment has already been made. 

What address should I provide for the Loss Payee/Mortgagee Clause?

You can provide the following name and address:

Axos Bank

ISAOA / ATIMA

P.O. Box 5804

Troy, MI 48007-5804

 

Why did I receive notification of force placed insurance?

In most cases, force placed insurance goes into effect when we do not have an active policy on file, your policy coverage is inadequate, or your carrier has cancelled your policy. If you receive a notice in the mail regarding force placed insurance, please contact us immediately. Sign in to your account online and select the Support icon to upload proof of coverage so we can update our records to reflect the original policy date and calculate any applicable refunds.

Do I need to contact you if I receive a refund check from my insurance carrier?

If you have an impound account and you received a refund check from your insurance agent, please contact us right away. If the check was sent directly to you, then we were not notified by your agent and may be in the process of force placing insurance on your loan.

Why did I receive a bill for supplemental taxes?

Supplemental taxes may be assessed on your property after a change of ownership or new construction is completed. You are responsible for paying your supplemental taxes even if you have an impound account. Supplemental tax bills are sent directly to you from the county tax assessor’s office, and we do not receive a copy. You can contact your local tax assessor’s office for additional tax information. 

Payoff Process and Lien Releases

How do I request a payoff demand?

Sign in to your account online and select the Support icon to request a payoff demand. Payoffs are processed in the order received. Your payoff will be ready within seven calendar days. Please include the date you would like to pay off your loan, an email address where the payoff can be sent, and where to forward your paid in full letter and title.

A line of credit will not be closed or considered “paid off” unless specifically requested by the customer.

How are partial payoffs handled?

Partial payoffs, sometimes referred to as cross collateral payoffs, may take up to 30 days to process. Sign in to your account online and select the support icon to request a partial payoff. Please include a copy of your purchase contract to expedite your request.

When will the lien on my real estate property be released?

We will release all liens against your loan upon confirmation that it is paid in full. A paid in full letter and your original promissory note will be mailed separately to you. You can sign in to your account online and select the support icon to request a copy of the deed of reconveyance for your mortgage. Please allow up to 10 business days from the date of payoff to receive your note and letter.

When will the lien on my automobile be released?

Auto customers are mailed a paid in full letter. If you currently 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. The letter and title will be mailed separately. Please allow up to 10 business days from the date of payoff to receive your paper title and letter.

Need Our Contact Information?

Loan Customer Service

Phone: 1-866-923-7112  
Email: [email protected]
Hours: Monday - Friday 8:00 a.m. - 5:00 p.m. PT

Qualified Written Requests

Loan Servicing
Attention: QWR
P.O. Box 401420   
Las Vegas, NV 89140

 

Want to Learn About Loan Payment Assistance?

Assistance may be available to help you avoid foreclosure. For general inquiries, log in to your account and select the Support icon to submit a request to our Portfolio Management Team.

Learn More

Based on your current loan situation, you may qualify for one of the following options:

  1. Loan Modification - Modifying the current terms of your loan to give you a more affordable monthly home loan payment
  2. Repayment Arrangements - Developing a plan to repay the full amount owed over time
  3. Deed-in-Lieu - Signing a deed transferring title to the property to Axos Bank as a way to avoid foreclosure
  4. Short Sale - Axos Bank agrees to accept less than a full payoff of the loan from the sale of the property
  5. Full Reinstatement - Paying all past due amounts to bring your loan current

If you would like to learn more about which option might be most beneficial to you and your request is NOT related to COVID-19, please contact us at 877-764-9998 during normal business hours.

You will need to provide the following information (if applicable):

  • Hardship Letter – an explanation of why you’re having trouble paying your mortgage
  • Financial Worksheet – information about yourself, co-borrowers, the property, your income and expenses and details of your hardship

For Fannie Mae loans:

  • Uniform Borrower Assistance Form (Form 710)
  • Internal Revenue Service Short Form Request for Individual Tax Return Transcript (IRS form 4506-T-EZ)

For Freddie Mac Loans:

  • 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 – shows your income from investments, tax refunds, retirement income and other sources
  • 4506-T – authorizes Axos Bank to obtain a copy of your recent tax returns from the IRS
  • Federal Tax Returns – the last two years tax returns, including all forms and schedules, to show your income from all sources
  • W-2 – shows wages paid and taxes withheld by your employer
  • W-8 – for non-resident alien, to show certain withholding exemptions
  • 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 prove you are living in your home
  • Power of Attorney
  • Listing Agreement
  • Purchase or Sale Agreement

Servicemembers Civil Relief Act (SCRA)

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 a member of (or dependent of a person in) the following: military commissioned corps of the National Oceanic & Atmospheric Administration commissioned corps of the Public Health Service military reserves called to active duty full-time member of the National Guard

HUD Housing Counseling

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.

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