Loan Payment FAQS

Shortly after your loan closes, Evergreen Moneysource Mortgage Company (doing business as Evergreen Home Loans™) will mail a welcome letter to you with instructions on how to make your first payment. Going forward, you will receive a monthly statement for any payment that is due to Evergreen Home Loans until your loan is transferred to a new servicer. When and if your loan is transferred, you will be notified in writing. Your new servicer will send all future monthly statements. In some cases, Evergreen may be your servicer. If so, you will receive a letter and/or a monthly statement with instructions for mailing in your payment as well as applicable contact information. You will receive a billing statement before the payment due date.

Evergreen does transfer loans to other banks or investors. Still, Evergreen would like to be your lender for life. If you have questions, call our Customer Care team at 877-242-2014. You will reach our automated account line. You may transfer to a live agent at any time during regular business hours: Monday through Friday, 8:00 a.m.–5:00 p.m. Pacific time.

If the servicing is transferred, your automatic payment will be canceled, and you will need to set up automatic payments again with your new servicer. Most of the new servicers Evergreen works with have the capability to set up autopay. The first billing statement from your new servicer will include a customer service contact number you can call to set up autopay. If you have questions or issues with setting up autopay, please call our First Payment team at 877-242-5421. You will reach our automated account line but can transfer to a live agent at any time during regular business hours: Monday through Friday, 8:00 a.m.–5:00 p.m. Pacific time.

Most of the loan servicers Evergreen works with have the capability to set up automatic payments. The first billing statement from your new servicer will include a customer service contact number you can call to set up autopay. If you have questions or issues with setting up autopay, please call our First Payment team at 877-242-5421.

Please call our Customer Care team at 877-242-5421. You will reach our automated account line. You may transfer to a live agent at any time during regular business hours: Monday through Friday, 8:00 a.m.–5:00 p.m. Pacific time.

Some counties will send statements or bills even if your loan payments include taxes due. Review your monthly mortgage statement to make sure your loan payment includes reserves for taxes and insurance—in which case, your servicer will be paying the amounts due. You can also call the customer service number on your monthly statement to verify that these payments will be going out.

A change in your tax rate or to your homeowner’s insurance could prompt an adjustment to your escrow account and, consequently, to your monthly payment if either of these items is included. Please see the section on Inquiries and Disputes for Mortgage Servicing (Link) on the FTC website. Using the Qualified Written Request format provided, ask your loan servicer to perform a written analysis of your escrow account and to notify you of any surplus or shortage.