Customer Service

Plaza Home Mortgage, Inc. ("Plaza") is a licensed mortgage lender. Plaza may elect to retain servicing of loans or transfer loans to a new servicer. This is not a reflection on our borrowers or their properties, and it does not affect the terms or conditions of any loan other than those directly related to the servicing of the loan. If the servicing of your loan is transferred, you will be notified by Plaza in writing and you will receive welcome information from the new servicer.

New developments are emerging daily as health organizations, federal and state governments and the mortgage industry responds to COVID-19. If you have a mortgage with Plaza Home Mortgage and have been impacted by the COVID-19 emergency, you may be eligible for mortgage repayment assistance, loan modification or other forbearance options.

The fastest way to determine your eligibility for this assistance - or to get any questions answered on options you may have - is to contact our mortgage servicers directly. A mortgage servicer is an outside company hired by Plaza to collect and manage mortgage payments. You can find the name of your servicer on your monthly mortgage statement.

Plaza Home Mortgage loans are serviced by:

• * PHH Mortgage - www.mortgagequestions.com / 877.744.2514

If you don't know which company to call, please contact Plaza Home Mortgage directly at 888.807.2620.

Depending on your individual circumstance, you may be able to postpone your mortgage payment for 90 days or more. Please note, if you are seeking a forbearance you must request this option. Please contact your mortgage servicer to learn about other potential options, such as mortgage repayment assistance and loan modification, and what terms and conditions apply.

Here's some helpful information from the Consumer Financial Protection Bureau (CFPB): a guide to coronavirus mortgage relief options, and video about CARES Act Mortgage Forbearance

• * Guide to coronavirus mortgage relief options
• * VIDEO: CARES Act Mortgage Forbearance: What You Need to Know

We are continuing to monitor this fluid and dynamic situation daily and will continue to provide updated information as needed. Please be aware that Plaza and our mortgage servicers are currently experiencing higher than normal call volume and longer wait times. We appreciate your patience and understanding.

Q. Can I make payments online or via ACH transfer?
A. Because we may transfer the servicing of your loan after closing, we suggest you make your first two payments with a check or money order. Once your loan transfers, you will be provided with information regarding additional payment options and online resources by your servicer.

Q. I received a Transfer Sale of Loan Notice, what do I do?
A. The Transfer Sale of Loan Notice informs you that your loan is being transferred to a new servicer. Please take time to read the letter carefully, as it contains specific instruction about the new servicer of your loan as well as instructions about when to begin making your payments to the new servicer and where to mail your payments. Additionally, the Transfer Sale of Loan Notice contains the new servicer's customer service hours, toll free telephone number and mailing address for written correspondence.

Q. I already made my payment to Plaza but just received a transfer notice saying I should have paid a new servicer. What will happen to my payment?
A. When your check is received your account will be reviewed to determine whether Plaza or a new servicer should receive the funds. If they are due to the new servicer, Plaza will endorse your check and forward it via overnight mail to the new servicer.

Q. I made my payment to Plaza and you had to forward it to a new servicer. What happens if it's late?
A. During the 60-day period beginning on the effective date of the transfer, the payment may not be treated as late if you mistakenly send it to the old mortgage servicer instead of the new one.

Q. How do I request a payoff statement on my loan?
A. You must submit a written request to your current servicer.

Q. Year End Tax Forms: When will I receive my year end tax form?
A. 1098 Interest tax forms are mailed out each year no later than January 31st.

Plaza Home Mortgage, Inc. Loan Servicing Department will administer the disbursement processing and closeout of FHA 203(k) Rehabilitation, Fannie Mae HomeStyle and VA Renovation Loans. Within 7 days of your loan closing, we will send you a complete Welcome Package describing the steps and forms required to successful draw funds from your Repair Escrow Account.

If you have not received your package or would like to print another or require forms, click the appropriate link below:

• FHA Limited 203(k) Rehabilitation Loans Welcome Package and forms: Click HERE
• FHA Standard 203(k) Rehabilitation Loans Welcome Package and forms: Click HERE
• FannieMae HomeStyle Limited Welcome Package and forms: Click HERE
• Fannie Mae HomeStyle Renovation Loans Welcome Package and forms: Click HERE

Should you have questions or require assistance, please contact Plaza's Loan Servicing Department toll free at 888.807.2620, or email us at renoservicing@plazahomemortgage.com.

You can also contact us by fax at 858.332.1861 or by mail:

The Department of Financial and Professional Regulation (Department) evaluates our performance in meeting the financial services needs of this community, including the needs of low-income to moderate-income households. The Department takes this evaluation into account when deciding on certain applications submitted by us for approval by the Department. Your involvement is encouraged. You may obtain a copy of our evaluation once the Department completes our first evaluation. You may also submit signed, written comments about our performance in meeting community financial services needs to the Department. We will update this notice when our first evaluation has been issued.