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Mortgage Service Center

Resolve potential problems and get your questions answered on existing mortgage loans.

New Customers

We offer five convenient ways to make your mortgage payments:

Enroll in auto debit. To enroll in auto debit, Contact Loan Customer Service at (800) 239-1996 to set up auto debit for your mortgage. Additionally, any BBVA Compass banking center can assist you with setting up auto debit.

Pay online. If you have a BBVA Compass checking account, you can use the Bill Pay feature within your Online Banking account. To log into Online Banking, visit bbvacompass.com. If you use another bank for your mortgage payment, you can use their online banking services to make payments. Check with that bank to verify bill payment services are available.

Visit a BBVA Compass branch location. Find a branch near you, and let an associate know you want to make your mortgage payment.

Pay by phone. Contact Loan Customer Service at (800) 239-1996. Please note that fees may apply.

Send payment via mail. If you mail your payment, please include your loan number on the check. The mailing address is BBVA Compass, P.O. Box 11631, Birmingham, AL 35202.

For overnight payments or payoffs,

BBVA Compass

Attn: Loan Payment Processing

701 South 32nd Street

Birmingham, AL 35233

If you need assistance in making your payments, please contact Loan Payment Assistance at 1-866-681-1662.

For your new mortgage, a payment coupon was provided in your closing package that includes your loan number, due date, and payment amount. For additional payment options, see the Q&A above.

If you cannot find the temporary coupon and have not received your first billing statement, mail your payment to BBVA Compass, P.O. Box 11631, Birmingham, AL 35202. Include your loan number on the check.

Note: If you have an Federal Housing Administration (FHA) or U.S. Department of Veterans Affairs (VA) loan, please refer to the RoundPoint Mortgage Servicing website for additional details. See the Payment Options or New Customer section.

 

BBVA Compass is here to help if you require loan payment assistance for real estate loans, installment loans, or credit cards.

Please contact Loan Payment Assistance at 1-866-681-1662, or call 1-800-COMPASS (1-800-266-7277) to speak with a Client Specialist.

Yes. Generally, mortgage statements are generated and mailed to the mailing address on file for the mortgage about 25 days before your due date.
For questions on the servicing of your mortgage loan, contact Loan Customer Service at (800) 239-1996.
You can obtain the last payment date, the next payment due date, interest paid last year, and your current interest rate by contacting Loan Customer Service at (800)-239-1996.

If an error has been made in the servicing of your loan, OR you would like to request information about the servicing of your loan, then you must send written notice to us at BBVA Compass, P.O. Box 10184, Birmingham, Alabama 35202.

You have certain rights under federal law related to resolving errors and requesting information about your mortgage account. Learn more about your rights by contacting BBVA Compass, or visiting the Consumer Financial Protection Bureau.

Mortgage Payments

We offer five convenient ways to make your mortgage payments:

Enroll in auto debit. To enroll in auto debit, Contact Loan Customer Service at (800) 239-1996 to set up auto debit for your mortgage. Additionally, any BBVA Compass banking center can assist you with setting up auto debit. 

Pay online. If you have a BBVA Compass checking account, you can use the Bill Pay feature within your Online Banking account. To log into Online Banking, visit bbvacompass.com. If you use another bank for your mortgage payment, you can use their online banking services to make payments. Check with that bank to verify bill payment services are available.

Visit a BBVA Compass branch location. Find a branch near you, and let an associate know you want to make your mortgage payment.

Pay by phone. Contact Loan Customer Service at (800) 239-1996. Please note that fees may apply.

Send payment via mail. If you mail your payment, please include your loan number on the check. The mailing address is BBVA Compass, P.O. Box 11631, Birmingham, AL 35202.

If your account is past due, you can pay online at https://solutions.bbvacompass.com. If you are experiencing financial hardship, please contact Loan Payment Assistance at 1-866-681-1662

BBVA Compass does not accept mortgage payments with a debit card. However, we do process payments using either a checking or savings account. When contacting Loan Customer Service or visiting a branch location, please have your bank account information available for reference.
BBVA Compass does not accept mortgage payments with a credit card. However, we do process payments using either a checking or savings account. When contacting Loan Customer Service or visiting a branch location, please have your bank account information available for reference.

When making an escrow-only payment, please send to the P.O. Box below. Include your loan number on your check and a memo stating the payment is escrow only.

BBVA Compass
P.O. Box 830953
Birmingham, AL 35283-0953

Your payment amount will be listed as the AMOUNT DUE on the monthly statement.
In order to satisfy the monthly payment, the full amount you are billed for must be made. Otherwise, the funds will be held as an unapplied payment in a suspense account. Once we receive enough funds to make a full amount, the payment will be posted to your account.
Generally, mortgage loans have a 10- to 15-day grace period before a late fee is applied. Please refer to your loan documentation for the specific grace period.

If your statement is not received on time, we encourage you to not delay sending in your payment while waiting for an additional or corrected billing statement.

BBVA Compass will accept payments without a payment coupon. Please write the loan number on the check or money order, and mail it to the address below:

BBVA Compass
P.O. Box 11631
Birmingham, AL 35202

You can also visit a BBVA Compass branch location, or call Loan Customer Service at (800) 239-1996 to pay by phone.

If an error has been made in the servicing of your loan, or you would like to request information about the servicing of your loan, then you must send written notice to us at BBVA Compass, P.O. Box 10184, Birmingham, Alabama 35202.

You have certain rights under federal law related to resolving errors and requesting information about your mortgage account. Learn more about your rights by contacting BBVA Compass Bank, or visiting the Consumer Financial Protection Bureau.

Payoffs

To request a payoff quote, contact Loan Customer Service at (800) 239-1996. You will need the loan account number and the last 4 digits of the borrower’s SSN to process your request.

Follow the automated prompts to obtain the amount or have a printed payoff quote sent to you:

  1. Press 1 for automated banking
  2. At prompt, enter your loan account number followed by #
  3. At prompt, enter the last 4 digits of the borrower’s SSN
  4. At prompt, press 1 for payoff information
  5. Follow additional prompts for amounts and delivery options

Your escrow balance will be combined with any additional amounts owed to you, including overpaid principal and interest.

A loan refund check will be mailed to you within 20 days of full payoff amount receipt and will be sent to the address on file for your monthly mortgage statement.

Your loan refund check includes additional amounts owed to you for interest, overpaid principal, and the balance of funds in your escrow account.
If you do not receive your loan refund check within 30 days after payoff, please contact Loan Customer Service at (800) 239-1996.
Statements/Other Communication
Typically, mortgage statements are generated and mailed to the mailing address on file for the mortgage about 25 days before your due date.

At least once a year, your escrow account is reviewed to determine if the escrow payment is sufficient to cover escrow obligations related to taxes and insurance. Normally, this is done yearly based on when your loan originated.

For additional information about your Escrow Statement, please see How to My Read Escrow Statement.

Typically, the 1098, 1099, or Annual Mortgage Statement will be mailed to you by January 31 of each year.  
Contact Loan Customer Service at (800) 239-1996, and we’ll help you resolve this issue.  
Escrow Account

An escrow, or impound, account is an account that we maintain as part of your mortgage. The account is used to pay recurring property-related expenses on your behalf. The most common expenses are property taxes and homeowners insurance.

These expenses are usually semi-annual or annual and can involve large payments. The escrow account allows you to make monthly payments to ensure you have enough money to pay those bills when they come due. The requirement to have an escrow account is determined at closing.

At least once every 12 months you will receive an Escrow Account Statement. This statement ensures that the monthly escrow payment will be sufficient to pay the amounts anticipated for escrow items.

The Escrow Account Statement will include the following:

  • Your new escrow payment
  • Projected disbursements and the next due month
  • Projections to support the target balance
  • Actual transactions since your last analysis

For additional details, please see How To Read My Escrow Statement.

At least once every 12 months an Escrow Statement will be provided which provides the support for escrow payment. The key payments items are the projected disbursements and the target balance. The target balance is the amount required, as of the statement preparation date, to be in your escrow account to maintain the minimum balance during the upcoming 12-month period.

For additional details, please see How To Read My Escrow Statement.

Changes in your payment can occur for many reasons. Below is a list of reasons why these changes typically occur:

Escrow Payment(s)

  • Monthly payment(s) received were less than or greater than expected
  • Monthly payment(s) received earlier than expected
  • Previous overage returned to escrow
  • Previous deficiency/shortage not paid entirely
  • Missing payments

 

Property Taxes

  • Tax rate and/or assessed value changed
  • Exemption status lost or changed
  • Supplemental/delinquent tax paid
  • Paid earlier or later than expected
  • Tax installment not paid
  • Tax refund received
  • New tax escrow requirement paid

 

Hazard or Flood Insurance

  • Premium changed
  • Coverage changed
  • Additional premium due
  • Paid earlier or later than expected
  • Premium was not paid
  • Premium refund received
  • New insurance escrow requirement paid
  • Lender-placed insurance premium paid
Yes, if your account meets the necessary requirements. For a list of the requirements, please refer to the Escrow Removal Request Form.

Please send a copy of the tax bill and/or insurance declaration, and request to have your account updated. If you would like to have your payment adjusted, please include a request to have your payment updated. Send your request and documentation to the following address:

BBVA Compass
P.O. Box 830953
Birmingham, AL 35283-0953

If an error has been made in the servicing of your loan, or if you would like to request information about the servicing of your loan, then you must send written notice to us at BBVA Compass, P.O. Box 10184, Birmingham, Alabama 35202.

You have certain rights under federal law related to resolving errors and requesting information about your mortgage account. Learn more about your rights by contacting BBVA Compass, or visiting the Consumer Financial Protection Bureau.

Property Tax Bills
No, BBVA Compass receives tax bills from the taxing authority if you have an escrow account.
BBVA Compass partners with a vendor that is one of the largest property tax aggregators. The vendor receives most tax bills electronically from the taxing authorities. After receiving tax bills, payments are made in bulk. Typically, thousands of property taxes are paid at one time to the taxing authorities.

If your loan has an escrow account, you do not need to do anything. If you are concerned that your property taxes have not been paid, please contact Loan Customer Service at (800) 239-1996 to verify the tax agency is on file.

It is recommended that you contact Customer Service about 7-10 days prior to the date when penalties will be applied to your tax bill. Customer Service can provide you with the date we paid our tax aggregator vendor.

Many taxing authorities allow you to check your payment status online. Contact your taxing authority for instructions on how to check your payment status.

A taxing agency sends supplemental tax bills to homeowners due to a change in tax amounts from a recent assessment on the property. This may happen, for example, if an improvement is made to the property or you have recently purchased the property.

A supplemental bill is only sent to the property owner on record. As such, you are responsible for making this payment directly to the taxing authority.

There are some supplemental bills that are not related to property taxes. For example, some areas charge homeowners occupational taxes.

Tax offices will only send supplemental bills to the homeowner. Supplemental bills were not considered on your initial Escrow Statement (at closing) or on the Annual Escrow Statement. Paying these from the escrow account may cause a shortage at the next annual review.
If you desire to have the supplemental bill paid from escrow, please forward the bill to us through Loan Customer Service at (800) 239-1996. We will then pay the annual installment amount from your escrow account, even if there is not enough accumulated in the escrow account. The bill must be received by BBVA Compass at the address we provide at least 15 days prior to the delinquency date, or your account may be charged the penalty.

If you do not have an escrow account, you are responsible for payment of your property taxes. Please send payment to your taxing authority.

If you have an escrow account, BBVA Compass will pay your property taxes from your escrow account prior to any penalties being applied or by the discount date, if available.

Your taxes will be paid on or before the expected loss date (late date). If any early payment discounts are provided by the taxing authority, then we will make the payment prior to the discount period expiring.

Disbursements will be made in installments when allowed by taxing authorities.

The total property tax bill is paid as billed from the taxing authority.

Tax bills that ONLY contain non-ad valorem taxes are not sent to us; you should pay when the bill is received. If the tax bill includes both ad valorem and non-ad valorem taxes, we will pay the bill in full.

Ad valorem taxes are based on the value of the property; whereas, non-ad valorem taxes are based on the improvement or service cost allocated to a property. Some utilities (e.g., water authorities) collect fees through the taxing authorities.

If you have an escrow account and believe your taxes have been paid late or you received a bill for penalties from the taxing authority, please call Loan Customer Service at (800) 239-1996. Any penalties resulting from taxes paid late by BBVA Compass will be refunded to your escrow account.

If you do not have an escrow account, you are responsible for all penalties.

If an error has been made in the servicing of your loan, OR you would like to request information about the servicing of your loan, then you must send written notice to us at BBVA Compass Bank, P.O. Box 10184, Birmingham, Alabama 35202.

You have certain rights under federal law related to resolving errors and requesting information about your mortgage account. Learn more about your rights by contacting BBVA Compass, or visiting the Consumer Financial Protection Bureau.

Hazard/Homeowners Insurance
For most insurance carriers, we receive electronic notification concerning the amount due. We also receive notifications from your insurance carrier via our insurance P.O. Box and fax.
Typically, we will receive a bill from your insurance carrier 30-45 days prior to a policy expiring. Within 7-10 business days after receiving the bill, we will submit payment. Bills received less than 7 days prior to expiration are expedited for payment.  

When we receive an additional premium due for your insurance policy, it will be paid from your escrow account and the next premium due will be increased by the amount billed.

For example, if your annual premium is $800 and we receive an additional premium due for $20, the additional premium due will be paid and the projected annual premium will be updated to $820.

To check on the status of a premium refund, you should contact your insurance agent or carrier.

In rare cases, we will apply the refund check from your insurance carrier to your escrow account.

Please contact your carrier to obtain proof of insurance.
Please contact your Homeowners Association (HOA) for a copy of the current policy.
Refer to the Lender-Placed Insurance FAQ section on this page for more details.

As part of your mortgage, you are required to maintain adequate hazard insurance coverage on your property. The term “lender/force-placed insurance” refers to hazard insurance obtained by BBVA Compass that insures the property. Hazard insurance includes other perils, such as wind, hail, etc.

Lender-placed insurance is purchased when we are unable to obtain current insurance information from your insurance carrier on record.

Typically, we receive electronic data, faxes, and/or mail from your insurance carrier within 30-45 days of your premium being due. When this does not occur and the carrier has not reported the policy cancelled, we will attempt to contact the insurance provider via phone to obtain updated information.

You will also be notified in writing prior to the purchase of lender-placed insurance.

First, do not cancel your existing policy until you have fully secured and paid for the new policy.

You should inform your new insurance agency or agent that you have a mortgage with BBVA Compass and ensure the mortgagee clause appears as following:

BBVA Compass Bank
ISAOA/ATIMA
P.O. BOX 20017
Kennesaw, GA 30156
Loan # (insert your account number)

Should you or your carrier have questions, please contact us at (800) 432-1465 between 8:00 AM and 5:00 PM EST, Monday-Friday.

New policy information can be faxed to (877) 892-2503.

Yes, you can pay for your new policy from escrow, but doing so may impact your escrow payment.

If your existing policy expires in less than 60 days, then we will pay the premium from escrow once the billing documentation is received. To expedite payment, the new policy information and premium due should be faxed to (877) 892-2503.

If your existing policy expires in more than 60 days, you are responsible for paying the annual premium because it may cause a shortage in your escrow account.

Although you are responsible for this premium payment, as a courtesy, we will make this premium payment from your escrow account if you call (800) 239-1996 between 8:00 AM and 5:00 PM CST, and request a “mid-term insurance carrier change payment.” Before calling, please consider the following:

  • Mortgage Payment Impact: Your escrow account will be reanalyzed within five (5) days of disbursing the insurance premium from your escrow account. In most cases, this will increase your escrow payment amount even if your new policy has a lower payment. Additionally, any other changes since your last Escrow Statement will be considered.
  • Short-Year Escrow Statement: A Short-Year Escrow Statement will be mailed within ten (10) days of disbursing the insurance premium from your escrow account.
  • Late Premium Payments: If the payment is due within 15 business days from the time we are contacted, then you are responsible for all impacts to the policy due to late payment (e.g., late fees, policy cancellation, increased premium for replacement policy, etc.)

Please contact us as quickly as possible at (800) 432-1465 between 8:00 AM and 5:00 PM EST, Monday-Friday.

The cancellation notice should be faxed to (877) 892-2503. Ensure your loan number is on the document.

A mortgagee clause is how the lender wants their name and address to appear on legal documents. The mortgagee clause for BBVA Compass should be written as follows:

BBVA Compass Bank
ISAOA/ATIMA
P.O. BOX 20017
Kennesaw, GA 30156
Loan # (insert your account number)

Flood Insurance
Flood insurance covers physical damage to your property and possessions as the result of flooding. Find a general guide of what is and isn’t covered by flood insurance at FloodSmart.gov.
Flood insurance is required if your property is located in a Special Flood Hazard Area (as identified by FEMA). If your property is located in a Special Flood Hazard Area, we’ll notify you so you can obtain flood insurance. You can also contact FEMA, FloodSmart, or your local city or county government for more information or to confirm if you’re in a Special Flood Hazard Area.    
BBVA Compass Bank
P.O. BOX 20017
Kennesaw, GA 30156
Lender/Force Placed Insurance
When insurance coverage has lapsed, been canceled, or is insufficient, you will receive two notices informing you of pending lender/force-placed insurance. This is insurance that BBVA Compass obtains on your behalf to ensure the necessary insurance obligations are met.
BBVA Compass sends a notice when we have been unable to obtain current insurance information from your insurance carrier on record. Per your mortgage documents, you are required to maintain property insurance in case of damage to your property.
Typically, we receive electronic data, faxes, and/or mail from your insurance carrier 30-45 days prior to your premium due date. When this does not occur and the carrier has not reported the policy cancelled, we will attempt to contact the insurance provider via phone to obtain updated information.

If you own a condominium, in most cases, the insurance policy on file will belong to the condominium's homeowners association (HOA). To obtain the policy, please contact your HOA.

If you do not recognize the policy on file and do not own a condominium, please contact us at (800) 432-1465 between 8:00 AM and 5:00 PM EST, Monday-Friday.

To remove lender-placed (force-placed) insurance, help us obtain your current insurance information as soon as possible. To expedite processing, fax your insurance information to (877) 892-2503.
No, the policy will only cover the repair of structure. This is different from a homeowners policy, in that, most homeowners policies cover both the repair of the structure and its contents. Typically, coverage amounts will be listed separately on the policy.
Please contact us at (800) 432-1465 between 8:00 AM and 5:00 PM EST, Monday-Friday.
Private Mortgage Insurance (PMI)
Private mortgage insurance (PMI) protects the lender if you stop making payments on your loan. PMI is generally required when you make a down payment of less than 20 percent of the value of your home at the time you obtain your mortgage loan. Don't confuse PMI with mortgage life insurance, which is designed to pay off a mortgage in the event of a borrower's death or disability.  

There are three ways PMI can be removed from your escrow payment:

Borrower-initiated cancellation. You may request that PMI be canceled when the principal balance of your mortgage has reached 80 percent of the original value or a current appraised value of your home. For additional information, refer to the PMI Cancellation Request Form.

Automatic termination. Automatic PMI termination occurs when your mortgage balance reaches 78 percent of the original value of your home, and your payments are current on that date. If your payments are not current on that date, then PMI termination will occur shortly after your payments become current.

Final termination. Final PMI termination occurs if you reach the midpoint of your loan's amortization schedule before the date your mortgage balance reaches 78 percent of the original value of your home. For example, if the loan is a 30-year loan, then the midpoint occurs after 15 years have passed. At that midpoint, PMI will terminate even if your mortgage balance is more than 78 percent of the original value of your home. This scenario typically occurs with interest-only, principal forbearance, or balloon payment loans. This removal method occurs less frequently than the first two.

Note: If your loan is guaranteed by the Federal Housing Administration (FHA) or U.S. Department of Veterans Affairs (VA), these rules generally will not apply.

Complete the PMI Cancellation Request Form, which will serve as your written request to remove PMI. You can also obtain the form by calling Customer Service at (800) 239-1996.
Every month a portion of your escrow payment goes to paying the PMI premium. Depending on when the PMI was cancelled, partial premiums already paid will be returned to you.
Any unused premiums will be refunded to you within 45 days of the date of cancellation, and will be mailed to the address on file for your monthly mortgage statement.
Other Questions

Please call Loan Customer Service at (800) 239-1996.

The Servicemembers Civil Relief Act (SCRA) provides certain relief to Servicemembers and Reservists who are called to active duty. This program is designed to provide assistance to active-duty military personnel, and under certain circumstances, their dependents for financial obligations. Some benefits may include, but are not limited to: interest rate reductions and imposed stay that may prevent actions, such as repossession or foreclosure.

BBVA Compass has a dedicated SCRA officer to assist with this program. In order to receive assistance, service members should provide active duty orders or enlistment papers.

If you have specific questions about the SCRA you may also contact Military OneSource, or the Consumer Financial Protection Bureau.

If you have filed or are filing for bankruptcy, we are attempting to collect a debt and information obtained will be used for that purpose.

If your obligations to us have been discharged, dismissed, or are subject to a stay relating to a bankruptcy proceeding, this notice is for compliance and informational purposes only and does not constitute a demand for payment or any attempt to collect a debt, and you should contact your bankruptcy counsel for advice regarding your obligations to us.

If you are considering bankruptcy or are presently representing yourself in pending bankruptcy case, you may contact our Bankruptcy Department at (800) 526-4110.

All Contacts

If you have a question that is not related to your current mortgage, please call a mortgage specialist at (888) 8-LENDING.

This applies to you if you want to:

  • Obtain a new mortgage or home equity line of credit
  • Refinance your mortgage, or
  • Have questions about residential real estate financing

For general questions or questions about other BBVA Compass accounts you hold, please call Customer Service at 1-800-COMPASS (1-800-266-7277).

You may also visit our contact page for other areas within BBVA Compass, or to contact us via email, online chat, or to schedule a call.

If you have a question that is not related to your current mortgage, please call a mortgage specialist at (888) 8-LENDING.

For example, if you would like to obtain a new mortgage, a home equity line of credit, refinance your mortgage, or have questions about residential real estate financing.

To make a payment when your loan is delinquent, please call Mortgage Collections at (888) 673-1469.

If you have a financial hardship, please call Mortgage Real Estate Payment Assistance at (877) 751-8261.

For questions about bankruptcy, please call the Bankruptcy Department at (800) 526-4110.  

If you want to assert that an error has been made in the servicing of your loan, OR if you would like to request information about the servicing of your loan, then you must send written notice to us at BBVA Compass, P.O. Box 10184, Birmingham, Alabama 35202.

You have certain rights under federal law related to resolving errors and requesting information about your mortgage account. Learn more about your rights by contacting BBVA Compass, or visiting the Consumer Financial Protection Bureau.