FAQs

ACH / Bill Pay / Payment / Statement Information
ACH (automatic payments)
What are ACH automatic payments?
ACH Automatic payments provide a means for automatically scheduling payments to be made based on options you select. You can set up an ACH automatic payment schedule to pay bills of a set amount at regular intervals.
Is payment via ACH (automatic payments) safe?
Yes. Your transactions are safe and confidential since many electronically transferred payments pass through fewer hands than a paper check. In addition, federal regulations and banking rules provide, you the consumer, with protection regarding electronic payments. Not to mention that billions of payments are made by consumers via electronic payment methods annually.
If I set up ACH and my payment amount changes, who is responsible to update the amount for my scheduled payment?
Your automatic payment amount changes if your monthly payment amount changes. In addition, if you have previously defined an additional amount to draft towards principals, this will continue to be drafted along with the adjusted payment amount.
What if the date my payment is to be drafted falls on a holiday?
If your ACH draft date falls on a holiday, the payment will automatically be scheduled the next business day.
What is the cost to set up automatic payments for my mortgage payment?
Seneca Mortgage Servicing LLC does not charge a fee for you to make your mortgage payment to us using ACH. However, you may want to check with your financial institution to see if they charge a fee for performing the service on your behalf.
Will I receive confirmation that my payment has been automatically withdrawn from my account?
A billing statement will be generated the next business day after receipt of the ACH payment. See Email Notifications (below) on how to set up automatic notifications when a payment is posted.
How can I set up authorization for Automatic Payments?
1. Visit sms.customercarenet.com, and enroll through Seneca Customer Connection under the Mortgage Customers tab.
OR
2. Print, complete and mail the ACH Form, to:

Seneca Mortgage Servicing LLC
ATTN: Cashiering
611 Jamison Road
Elma, NY 14059
How long will it take for automatic payments to begin?
  • If I complete enrollment online?
    • The data is received immediately upon submission. You will be notified when the first ACH payment will occur. Until such notification, continue to make your payments as you do today.
  • If I complete the form and send to Seneca Mortgage Servicing LLC?
    • Please allow 30 days from enrollment. You will be notified when the first ACH payment will occur. Until such notification, continue to make your payments as you do today.
Can I request additional funds be automatically drafted with my mortgage payment to be applied to principal reduction?
Yes. When completing the automatic payment form, enter the desired amount in the Additional Principal field.
Can I stop the automatic payment at any time?
Yes. You may stop the automatic payment by notifying Seneca Mortgage Servicing 3 business days prior to the draft date. However, if doing so, please be certain that another means of making your monthly mortgage payment has been determined prior to doing so.
Can I postpone or delay an automatic payment?
Please contact our Customer Service Department at 866-919-5608 at least 3 business days prior to the draft date for details on how to proceed.
My mortgage loan was just transferred to Seneca Mortgage Servicing LLC, will my automatic payment drafting that I had with my prior lender continue with Seneca Mortgage Servicing LLC?
The Notice of Transfer from your previous servicer notifies you that automatic payment drafting is NOT transferring. Please complete our ACH Form to reactivate this convenient service with Seneca Mortgage Servicing LLC.
BILL PAY
What is Bill Pay?
Bill Pay is a secure online service for you to make payments to anyone in the United States from your U.S. Bank checking account. With Bill Pay, you can pay a bill one time, schedule payments, and set up recurring payments and eBills.
My loan has been transferred to Seneca Mortgage Servicing LLC and I have bill pay with my prior servicer, will the bill pay transfer to Seneca Mortgage Servicing LLC?
If you have monthly recurring payments set up at your bank from your personal bank account, it is very important that you update the payee to be Seneca Mortgage Servicing LLC, and be sure to update the account number with your new Seneca Mortgage Servicing LLC loan number. Payment should be sent to:

Seneca Mortgage Servicing LLC
P.O. Box 660842
Dallas, TX 75266-0842
PAYMENTS
Can I make a payment online?
Yes, you can make a payment online, at no cost, by accessing Seneca Customer Connection, Payments tab and select Make a Payment from the drop down list. With this option you have the ability to postdate a payment up-to-seven calendar days. NOTE: The option to make a payment online is not available daily during the hours of: 11:00pm to 1:00am ET.

To watch a video on how to make a payment online, CLICK HERE.
Can I make a payment over the phone?
Yes. You may utilize our Automated Phone System to self-service and make your payment free of charge; call us at 866-919-5608 and choose option 2 after you have entered your loan number and social security number information.

Or, you can call our customer service department at 866-919-5608 to do a pay by phone for a fee of $15.00 when speaking to a customer service representative. Please have your mortgage account and financial institution information available prior to calling.
How Do I Pay by Check or Money Order?
You are responsible for making your payment on time. If you are paying by check or money order, please include your loan number on the check or money order and send it to the address below. Please allow at least 7 to 10 days for mail processing time when you mail your payment.

Seneca Mortgage Servicing LLC
P.O. Box 660842
Dallas, TX 75266-0842
Is there a cutoff time for same-day payments?
Yes. The cutoff time is 10:00pm EST. Any payments made after this time will be drafted the following business day.
Can I set up bi-weekly payments?
Seneca Mortgage Servicing LLC does not offer a bi-weekly payment option. However, if you become a registered user of Seneca Customer Connection, you can use our online loan calculator to determine the best scenario to save interest and/or reduce your loan term.
BILLING STATEMENTS
Why do I get so many billing statements from Seneca Mortgage Servicing?
A monthly billing statement is produced when we first board your loan to our system, and then again anytime a payment is posted, a late charge is assessed, a payment is returned for insufficient funds, or just prior to month end if a statement has not already been produced for that month.
GO PAPERLESS
How can I sign up for Paperless Mortgage Statements?
You can choose to go paperless by signing up on Seneca Customer Connection:
  1. Log into Seneca Customer Connection at sms.customercarenet.com
  2. Under the Statements and Documents tab, select Mortgage Statements
  3. Verify the email address associated with your account, and click 'Enroll'


**Be advised, not all accounts are eligible for Paperless Mortgage Statements**
EMAIL NOTIFICATIONS
Can I receive Email Notifications?
You can choose to receive email notifications, by signing up on Seneca Customer Connection:
1. Log into Seneca Customer Connection at sms.customercarenet.com
2. Under the My Profile tab, click My Loans, select the loan, and then click on Select Notifications to sign-up

Options for email notifications:
  • Payments Received
  • Tax and Insurance Disbursements, if escrowed
  • Payoffs Processed
Escrow: Taxes and Insurance
What options are available to me for Seneca Mortgage Servicing to pay my supplemental tax bill?

Your account must be escrowed for your regular property tax payments.

A written request and the supplemental tax bill must be submitted to Seneca Mortgage Servicing LLC.

The written request and supplemental tax bill must be submitted 30 days prior to the due date of the bill or payment of the bill may be subject to interest / penalties.

Your escrow account must have an overage of more than or equal to the amount of the supplemental tax bill.


**If the above requirements are not met, your request will not be honored**

Please use one of the options below to submit your written request and supplemental tax bill:

IF SENDING VIA:

THEN:

Mail

Seneca Mortgage Servicing
Attn: Supplemental Tax Department
611 Jamison Road
Elma, New York 14059

Fax

Attention: Tax Department
716-989-2983

Email

Attention: Tax Department
supplementaltaxbill@senecaservicing.com
This is a no response; no reply email

What is an escrow/impound account?

An escrow account is a service provided by Seneca at no charge to our customers. A portion of your monthly payment is set aside in this account to accumulate the amount necessary to pay your future taxes and/or insurance when they become due. Generally, an escrow account is set up when you purchase your home or refinance your loan, in order to allow sufficient time to accumulate the necessary funds to cover future payments. If you have not previously setup an escrow/impound account and would like to do so now, please complete the Escrow Set Up Request Form. An Escrow Set Up Agreement will be mailed to notify you of the deposit amount required to open an escrow/impound account, along with the projected monthly escrow payment. Once we receive the required escrow deposit, the escrow account is activated and the escrow payment is added to your monthly mortgage payment.

How often is the escrow account analyzed?

Your escrow account may be analyzed within the first 60 days of transfer to Seneca Mortgage Servicing LLC. We are required to analyze your escrow account once a year to satisfy the annual escrow analysis as required by the Real Estate Settlement Procedures Act (RESPA). We will compare the monthly deposits being made into your escrow account to the projected payments expected to be made from your escrow account. Upon analysis, you will receive, in advance, a written escrow analysis statement notifying you of any necessary adjustments to your monthly payment amount.

Who do I contact to file an insurance claim if my property has been damaged?

You must contact your insurance carrier's claims department in order to file the claim. If you require guidance or assistance in filing the hazard insurance claim, you may also contact Seneca's Property Loss Department at 866-745-9727.

I just received an insurance check made out to both me and Seneca. What do I do?

If the hazard insurance claim check is under $10,000.00 and your loan is in a current status, Seneca will simply endorse the check upon receipt and return it to your attention so you can make the necessary repairs to the property. If the hazard insurance claim check is over $10,000.00 and/or the loan is delinquent, or if what caused damage to the property was asbestos, biohazard clean up, mold, lead, sinkhole, earthquake, explosion or landslide, we will be required to monitor the repairs and the endorsed check will need to be sent to the Insurance Loss department along with the following documents so we can assist in monitoring the repairs: Contractor's Proposal, Insurance Adjuster's Report and Endorsed Claim Check. Without these documents we will be unable to process the hazard insurance claim check and assist in monitoring the repairs to your property. Seneca understands that this can be a very difficult time for you, especially after experiencing a loss to the property. As such, we have a toll-free number set up to assist you with this process. Please contact Seneca's Property Loss department at 866-745-9727.

Am I required to have homeowner's (hazard or property) insurance?

Yes. If you have a home loan, you must have adequate insurance to cover the structure against loss. Every homeowner's policy has a section to list your mortgage holder as a loss payee. Seneca Mortgage Servicing LLC must be listed in the loss payee section. Per your signed Mortgage and Note terms, you are required to provide evidence of insurance upon request. If Seneca does not have proof of coverage, we will notify you that we need this information. Should you receive an insurance request notification, please contact your agent/carrier immediately and advise them to provide us with evidence of insurance, and to ensure they show Seneca Mortgage Servicing LLC as loss payee.

Website
to submit insurance docs: www.mycoverageinfo.com PIN Number SM621

Why is it important to have Seneca Mortgage Servicing LLC listed as the Loss Payee?

This is important for several reasons, which ultimately affect you the customer, your agent/carrier, and Seneca. In the unfortunate event that your property suffers a loss, the insurance carrier needs this information to ensure the repairs are completed in a timely manner. Each year your agent/carrier will send out the renewal policy to ensure the servicer of your loan has evidence of insurance. Finally, for escrowed loans where Seneca is responsible for paying the annual insurance premium, your agent/carrier must have Seneca Mortgage Servicing LLC listed as loss payee with the correct address to ensure that we are billed timely and payment is made to avoid policy cancellation. Please ensure that Seneca Mortgage Servicing LLC is listed as loss payee on your insurance policy as follows:

Seneca Mortgage Servicing LLC
ISAOA
PO Box 202080
Florence, SC 29502

Website to submit insurance docs: www.mycoverageinfo.com PIN Number SM621

What if I don't have homeowner's insurance or don't provide proof of coverage?

Per your signed Mortgage and Note, homeowner's insurance is required. Therefore, if proof of continuous coverage is not provided, a policy may be obtained - at your expense - to cover the structure only. If you have proof of continuous coverage, you may fax this information to 855-205-5442. Please be sure to include your loan number. Please note that you may be able to obtain homeowner's insurance at considerably less cost to you than the lender placed premium that may be assessed to your account. It is important that you realize that force placed insurance, although paid by you, affords you no coverage for the personal contents or personal liability coverage; it only protects Seneca in the event of damage to the structure. It is important to note that this insurance provides limited coverage, and typically at a higher cost, than a policy you obtain on your own.

Website to submit insurance docs: www.mycoverageinfo.com PIN Number SM621

Am I required to have flood insurance?

If your property is located in an area designated by FEMA (Federal Emergency Management Agency) as a SFHA (Special Flood Hazard Area), you are required to have flood insurance coverage. You are also required to provide proof of continuous flood insurance coverage if your property is located in a SFHA. If Seneca does not have proof of coverage, we will notify you that we need this information.

What if I don't have flood insurance or don't provide proof of coverage?

Per your signed mortgage and note, flood insurance is required if your property is in an area designated as a flood zone. Therefore, if proof of continuous coverage is not provided, a policy will be obtained - at your expense - to cover the structure only.

What if I have my own insurance policy and a lender-placed charge has been assessed to my loan?

Lender placed insurance is issued to cover a lapse period only when we have no record of other insurance coverage on file. Upon receiving evidence of insurance that covers that lapse, the lender placed coverage can be fully or partially canceled based on the evidence provided. Whether your loan is escrowed or not, all lender placed premium amounts are billed to an escrow/impound account, and any refunds are credited back to the escrow/impound account accordingly.

Who pays my taxes?

If you do not have an existing escrow/impound account with Seneca, you are responsible for paying your taxes when they become due. If you have not previously set up an escrow/impound account and would like to do so now, please complete the Escrow Set Up Request Form. If you have an existing escrow/impound account with Seneca, your taxes will be paid when due from your escrow/impound account. Please refer to your Settlement Statement from closing to determine if you have an escrow/impound account established. You may also refer to your monthly billing statement to determine if your monthly payment includes an escrow portion, or contact Seneca Customer Service at 866-919-5608 to verify this information.

If you need to fax a tax bill:
Fax(Escrow): 800 549-5566 or 866 559-4771
Fax(Non-Escrow): 626 543-1945

Why did my payment change?

To watch a video explaining the Seneca Mortgage Servicing escrow analysis statement, Click Here.

A normal, but very confusing part of having a mortgage is dealing with changes in a monthly payment which can be caused by a review of an escrow account.

An escrow analysis is a projection for the next 12 months of how much will be paid into and out of an escrow account for property taxes, homeowners insurance, and possibly private mortgage insurance. The amount used to collect for the future 12 months is determined by what was paid out for those items the previous 12 months.

  • If an item paid the previous 12 months was higher than what was collected monthly for the escrow deposit, an account could incur a shortage.
  • If the item paid was less than what was collected, an account could incur an overage.

Keep in mind, Seneca Mortgage Servicing LLC maintains a one month reserve in your escrow account unless state guidelines dictate otherwise. The reason this is done is so that if property taxes or homeowners insurance costs increase the account will have one month’s reserve to offset some of the increase.

An escrow analysis is performed once per year and generally at the same time each year.

  • If there is shortage, the escrow analysis statement advises how this can be repaid.
  • If there is an overage and the loan account is current, a check in the amount of the overage will be produced and the payment may decrease. If the account is not current, we ask that contact is made with our Customer Service Department to discuss the overage.
  • If there is an overage of $50.00 or less, this full amount is applied to reduce the first new monthly payment due on the new effective date.

If there is an increase in property taxes or homeowner insurance, two things occur:

  • The escrow payment increases to cover future property tax and homeowner insurance payments based on the current year’s amounts.
  • A shortage is created in the account when the higher amount(s) are paid.

Federal regulations allow two options to make up a shortage:

  • Make a one-time upfront payment equal to the shortage to reduce the amount the payment will increase. However, the payment will not go back to the previous payment amount as the monthly collection for the escrow items will be based on the most recent amounts paid, which generally are higher.
  • Opt to increase the monthly escrow payment equal to the shortage divided by 12 months. At the end of the 12 months, the escrow account will be analyzed again and any subsequent payment changes/increases may take place. Again, this is dependent on what was paid out for property taxes and/or homeowners insurance and if the monthly collection of same were sufficient to cover the payments made.

Example

Last year’s tax amount $2500.00
Less this year’s new tax amount $2620.00
Difference $ 120.00
   
Monthly shortage to repay ($120.00 difference ÷12 months) $ 10.00
Monthly increase based on new tax amount (monthly shortage) $ 10.00
Reserve divided by 12 ($10.00 monthly increase ÷ 12) $ .83
Total Payment Increase $ 20.83
(Monthly shortage + increase including one month reserve)  
How can I request an increase in my monthly escrow property tax collection?

To increase the monthly escrow amount that is being collected for your property taxes, please complete the Request to Increase Monthly Escrow Property Tax Collection Form.

New Customers

If you haven’t already, you will soon receive a Welcome Package in the mail from Seneca, outlining important information about your loan, how to make payments and how to contact us. Seneca has rolled out an enhanced platform to give you, our customers, 24/7 access to your accounts:

Online Secure Loan Access
  • Access current loan information 24 hours a day
  • Make a loan payment at any time
  • Update personal information online
  • Contact customer service directly with your questions
Telephone Secure Loan Access

Easily obtain more than 120 types of loan-specific information without the help of a call center agent, such as:

  • Principal balance
  • Year-end figures
  • Detailed escrow and last-payment application
  • Make automated payments by phone and request items such as payoff statements to be delivered by fax
Seneca Customer Connection
Online Secure Loan Access
  • Access current loan information 24 hours a day
  • Make a loan payment at any time
  • Update personal information online
  • Contact customer service directly with your questions

If your account is locked or you are unable to log into Seneca Customer Connection, click here to reset your password. If you are a new customer to Seneca Mortgage Servicing, you will not be able to view your loan from Seneca Customer Connection until your loan is active within Seneca Mortgage Servicing system.

Privacy Notice
What does Seneca Mortgage Servicing do with your personal information?

Financial companies choose how they share your personal information. Federal law gives consumers the right to limit some but not all sharing. Federal law also requires us to tell you how we collect, share and protect your personal information. Please read this notice carefully to understand what we do.

The types of personal information we collect and share depend on the product or service you have with us. This information can include:

  • Social Security number and income
  • Account balances and payment history
  • Credit history and credit scores

When you are no longer our customer, we continue to share your information as described in this notice.

All financial companies need to share customers' personal information to run their everyday business. In the section below, we list the reasons financial companies can share their customers' personal information; the reasons HSBC chooses to share; and whether you can limit this sharing.

To Opt Out:

If you would like to opt out of Seneca Mortgage Servicing sharing your information to our affiliates, non-affiliates and/or third party companies:

If you previously notified Seneca Mortgage Servicing LLC of your Opt Out choice(s), you do not need to do anything further as our records were updated at that time.

1) Send a Written Request
Email: optout@senecaservicing.com
Fax: 716-989-2950
or
2) Contact Customer Service at 866-919-5608

Private Mortgage Insurance (PMI)

WHAT IS

DESCRIPTION

Private Mortgage Insurance?

Private Mortgage Insurance (PMI) is required on Conventional loans where the loan to value (LTV) is greater than 80%.

 

PMI insures the lender against default by the mortgagor.

How can I have the Private Mortgage Insurance (PMI) removed from my payment?

The borrower must send a written request to have PMI removed. Some of the factors to be evaluated are investor requirements, if the loan is current, payment record, and Loan to Origination Value (LTOV). When the loan reaches 78% LTOV, the PMI will be automatically removed, if the loan is current with no outstanding late fees.

How do I know if I have PMI on my loan?

This would have been disclosed to you as part of the loan closing process. In addition, it will show on your annual escrow analysis statement, as well as, on your billing statement as a monthly amount.

Prior to submitting a request to have your account reviewed for possible PMI removal, you can check the LTV via Seneca Customer Connection by clicking this link SCC.

  • Under My Loan TAB, select Mortgage Insurance from the drop down list
What options are available to me to request my account be reviewed for removal of PMI?

A written request is required. Please allow a minimum of 15 days for a reply to be received.

Please use one of the options below:

IF SENDING VIA:

THEN

Mail

Seneca Mortgage Servicing
Attn: Mortgage Insurance
611 Jamison Road
Elma, New York 14059

Fax

Attention: Mortgage Insurance Department

716-989-2950

Email

Attention: Mortgage Insurance Department

MortgageInsurance@senecaservicing.com

SCC
(Seneca Customer Connection)

  • Log In
    • If not a registered user, follow the online prompts to become one
  • Left Click Message Center
  • Left Click Secure Message
  • Left Click New Message

When contacting Seneca Mortgage, please include the below on ALL correspondence:

Borrower’s name(s)
Loan number
Property address
Subject Line: Review for PMI Removal

Consider the following before submitting a request for removal of PMI:

Loan To Original Value (LTOV)?

LTOV is the percentage amount resulting in taking the Loan Amount and dividing it into the Original Purchase Price or Appraisal Value, whichever is lesser. Exception: New York State always uses the appraised value.

This type of PMI cancellation requires:

    • A good payment history, which is defined as no 30+ day late payments in the past 12 months and no 60+ late payments in the past 24 months.
    • Loan payments must be current and have no outstanding late charges owed.

Note:
If there is less than 24 months of payment history for your loan, we will use all that is available.

  • A verification that the value of your property has not decreased from the original value will be required prior to consideration for removal of the PMI.
  • Seneca Mortgage will require a valuation be ordered, at your expense, through our vendor.

Seneca Mortgage cannot accept outside valuations per Investor guidelines. The valuation must be ordered by/through Seneca Mortgage.

IF

AND

AND

THEN

The valuation returns with a value that is equal to or greater than the original value

The loan has had a good payment history in the past 24 months

There are no outstanding late charges owed on the loan

Termination of PMI may occur.

You will receive a letter from Seneca Mortgage, via USPS, letting you know the outcome of your request. Please allow a minimum of 15 days for a reply to be received.

NOTE:
Other factors, such as: Loan closing date, type of property and occupancy of property may be used when determining if PMI can be removed.
PMI Removal: Auto-Termination
  • Once your loan reaches the date it is scheduled to reach 78% LTOV, through amortization, the PMI will automatically terminate with no action required from you and at no cost to you.

Amortization is the gradual paying off of a debt by making monthly principal and interest payments according to a schedule over a specific period of time.

An amortization schedule is a complete table of monthly loan payments, showing the amount of principal and interest that comprises each payment so that the loan will be paid in full by the end of the loan term. While each monthly payment is the same, early in the schedule, the majority of each payment goes to interest and as the loan matures majority of the payment goes towards principal. The amortization schedule can be requested from your mortgage lender. This schedule will show you the amount of principal and interest is paid each month which will provide you with the real cost of your home after all interest has been paid.

Per the Homeowner Protection Act of 1998, PMI will not automatically terminate when the loan actually reaches 78% LTOV due to additional principal reduction payments being made.

  • The two requirements for PMI auto-termination are:
    • Your loan must be current on monthly payments
    • No outstanding late fees owed on the loan.

Seneca Mortgage will send you a letter, via USPS, advising when this auto-termination has been met and completed. Until such time that you have received confirmation of cancellation, please continue to make your monthly payment as you do today. If a change in payment occurs, you will be notified in writing and that change will be reflected on your monthly billing statement.

Disclaimer:
If you have an investment property or a 2-4 unit property, the options above DO NOT apply.
For consideration of removal of PMI, please send Seneca Mortgage a written request to the Mortgage Insurance email box, MortgageInsurance@senecaservicing.com.

Reminder:
Seneca Mortgage Servicing cannot use property tax assessments/valuations or any other form of property valuation that is not ordered by Seneca Mortgage through our vendor.

What do I do if I believe the value of my property has increased from its original value?

Depending on your loan type, it may be possible to remove PMI based on the current value of your property. If you wish to be reviewed / considered for this option, please contact Seneca Mortgage’s PMI department at MortgageInsurance@senecaservicing.com

When contacting Seneca Mortgage, please include the below on ALL correspondence:

Borrower’s name(s)
Loan number
Property address
Subject Line: Review for PMI Removal

Payoff Requests and VOM

Requests for a mortgage loan payoff statement must be submitted in writing and accompanied by written borrower authorization. To ensure that complete information is included in your request, please use our Payoff request form.

Mortgage customers can submit their own loan payoff requests through their account on Seneca Customer Connection.

Please send all VOM requests and Third Party Authorization to vom@senecaservicing.com.

Servicemembers Civil Relief Act (SCRA)

Seneca Mortgage Servicing appreciates your service to our country. We understand that there may be some concerns regarding your financial obligations while on active duty. You may be entitled to protections/benefits as a part of the Servicemembers Civil Relief Act (SCRA).

To be eligible for SCRA protections and interest rate benefits:

  • The loan must have been closed prior to your active duty start date (a loan taken out while on active duty is not eligible for SCRA benefits.)
  • You must provide a copy of your active duty assignment/letter. This letter must contain your full name, Social Security Number, date of birth, home address, unit to which the service member is assigned and active duty start date and end date. This letter must be signed by the service member’s commanding officer.
  • Fill out and submit the Request for Servicemembers Civil Relief Information Sheet (click here)

Service members have up to 180 days from the end date of active duty to request SCRA protections. Reservists are protected while on annual training but not while on inactive duty training.

Please send your active duty orders along with the completed Servicemembers Civil Relief Information Sheet to:

Seneca Mortgage Servicing LLC
Attn: Special Loans Department
611 Jamison Road
Elma, NY 14059

OR

Fax to: 716-989-2950

You may also complete the Servicemembers Civil Relief Information Sheet online (click here). Please attach your active duty orders/enlistment papers prior to submission of the form.

Protections/Benefits You May Be Entitled To

Reduction or Limits on Interest Rate and Payment

If you are called to active duty and you have an existing mortgage loan, you may be entitled to a reduced interest rate of 6% without fees or refinancing. The 6% rate is effective from the date the active duty orders are received through the active duty end date, plus one year. Reservists are protected as of the report for duty date.

Protection from Foreclosure

The SCRA protections prevents lenders/mortgage servicers from foreclosing on most eligible servicemembers during their period of active duty and 12 months thereafter.

Fee Protection

Some fees may be waived. Seneca Mortgage Servicing does not charge late fees while receiving SCRA protections.

You can make your monthly payment using one of the below:

  • Mail a check or certified funds to the address listed on your monthly statement
  • Make your monthly payment online at www.senecaservicing.com
  • Sign up for recurring monthly payments. For information about how to enroll in this free service, call us today at 866-919-5608
  • Call in to Pay By Phone at 866-919-5608
Eligibility

Active duty members of the military including Army, Navy, Air Force, Marine Corps, or Coast Guard including reservists servicing on active duty, who have received their loan prior to active duty service MUST inform Seneca Mortgage Servicing of active duty status to determine eligibility. National Guard service for more than 30 consecutive days under federal orders issued by the President or the Secretary of Defense are also eligible.

Seneca Mortgage Servicing will also verify your military status with the Defense Manpower Data Center (DMDC) website along with orders provided to confirm eligibility for protections.

Who is eligible for SCRA protections/benefits if the loan has been received prior to active duty?

  • Army, Navy, Air Force, Marine Corps and Coast Guard and Reservists called to active duty
  • National Guard and Air National Guard
  • National Guard personnel under a call or order to active duty for more than 30 consecutive days for purposes of responding to a national emergency declared by the President or Secretary of Defense
  • Commissioned officers of the National Oceanic and Atmospheric Administration (NOAA)
  • Commissioned officers of the Public Health Service

Spouses of active duty servicemembers are eligible for protections/benefits if they are jointly liable with the servicemember for the loan obligations. In some cases dependents may also be eligible for protections/benefits.

Frequently Asked Questions

If I am eligible for SCRA protections/benefits, do I still need to make my monthly payments?

Yes, payments are still required. You can make a payment by mailing a check or certified funds to your payment address listed on your monthly statement, submit a payment online at www.senecaservicing.com or contact our customer service at 866-919-5608 to make a payment by phone or to set up recurring monthly drafting.

If you are having difficulties making your payment, please contact us at 866-919-5608, customer service representatives are available Monday thru Thursday 9am to 6pm, ET and Friday 8:15am to 5:00pm, ET, to answer any questions you may have regarding your mortgage loan. Be sure to have your loan number and social security number available for identification purposes.

Which loans are eligible for SCRA protections/benefits?

All mortgage loans provided they were opened before the start of the Servicemembers active duty period.

How long will I receive SCRA protections/benefits?

Benefits begin on the start date of your active duty and will remain until one year after active duty completion date. Please advise if your active duty has been extended so we can ensure your protections are extended. Reservists are protected as of the report for duty date.

Why did I receive a letter asking for additional information?

More than likely because we weren’t able to verify your active duty status when looking on the Defense Manpower Database Center (DMDC) website/the documentation that was provided by you does not list all required information to help us determine your eligibility.

Mortgage Insurance Premium (MIP)

Federal Housing Adminstration (FHA) Loan

WHAT IS

DESCRIPTION

MIP?

MIP is a government issued insurance policy that is required on FHA loans unless other rules apply.

How do I know if I have MIP on my loan?

This would have been disclosed to you as part of the loan closing process. In addition, it will show on your annual escrow analysis statement, as well as, on your billing statement as a monthly amount.

Prior to submitting a request to have your account reviewed for possible PMI removal, you can check the LTV via Seneca Customer Connection by clicking this link SCC.

  • Under My Loan TAB, select Mortgage Insurance from the drop down list
What options are available to me to request my account be reviewed for removal of PMI?

A written request is required. Please allow a minimum of 15 days for a reply to be received.

Please use one of the options below:

IF SENDING VIA:

THEN

Mail

Seneca Mortgage Servicing
Attn: Mortgage Insurance
611 Jamison Road
Elma, New York 14059

Fax

Attention: Mortgage Insurance Department

716-989-2950

Email

Attention: Mortgage Insurance Department

MortgageInsurance@senecaservicing.com

SCC
(Seneca Customer Connection)

  • Log In
    • If not a registered user, follow the online prompts to become one
  • Left Click Message Center
  • Left Click Secure Message
  • Left Click New Message

When contacting Seneca Mortgage, please include the below on ALL correspondence:

Borrower’s name(s)
Loan number
Property address
Subject Line: Review for PMI Removal

If your loan closed prior to January 1, 2001 you are not eligible for cancellation of MIP, which is collected as part of your monthly mortgage payment.

FHA – Cancellation of MIP

Borrower Requested Requirement(s)

IF

AND

THEN

Loan closed on or after June 3, 2013

The LTV is greater than 90%

MIP will be collected until end of loan term or 30 years, whichever comes first.

Loan closed on or after June 3, 2013

The LTV is less than 90%

MIP will be collected until end of loan term or 11 years, whichever comes first.

Automatic Termination Requirement(s)

IF

THEN

Loan closed on January 1, 2001 up to June 2, 2013

MIP will be automatically cancelled when LTV reaches 78% as follows:

  • Loan term is greater than 15 years, a minimum of 5 years MIP must be paid to be eligible for MIP cancellation.
  • Loan term is 15 years or less, no minimum time period for MIP having been paid is required.
Condo/Co-Op/PUD Insurance Requirements
There are two types of insurance required for any Condominium, PUD, or Co-op.
  • A Homeowners Association (HOA) policy is one that is maintained and paid for by the HOA that typically covers the entire building/complex. Some HOA policies cover all of the general and limited common elements that are normally included in a regular Homeowner’s policy. The HOA usually covers the common areas you share with others in your building such as the roof, basement, elevator, boiler or walkways for both liability issues and physical damage, but does not cover much else. Your HOA policy must also cover the replacement cost of the structure, as well as $1,000,000 in liability coverage.
  • In cases where the master policy does not include interior unit coverage, including replacement of interior improvements and betterment coverage to insure improvements that the borrower have made to the unit, the borrower must obtain a unit owner’s policy (HO-6). HO-6 policies cover a condo owner for direct damage to personal property, personal liability coverage, and medical payments coverage as outlined in the policy. It may also provide additional living expenses if you are the victim of fire, theft, or other loss listed in your policy.
Why am I required to provide a copy of my Master Homeowners Association Policy (HOA policy)?

Seneca Mortgage Servicing is required to track all HOA policies to ensure that each Condominium has adequate coverage required by the terms of their mortgage. An HOA policy can be one of two types:

BARE WALLS-IN: Covers all real property from the exterior framing inward, but does not cover the fixtures and installations within the condo unit. So, things like granite countertops, bathroom and kitchen fixtures, and the flooring are not covered by the master policy. If your HOA policy is a Bare Walls-In policy, you will need to provide Seneca with a copy of your unit policy (HO-6 policy) as well to ensure that your unit is covered.

ALL-IN: Covers fixtures, installations or additions within the interior surfaces of the perimeter walls, floors and ceilings of individual units. If your HOA policy is an All-in policy, you will not need to provide Seneca with a copy of your unit policy.

Why am I required to provide a copy of my condo unit policy (HO-6 policy)?

In a condo, you own everything inside your unit's walls — like carpeting, ceilings, and countertops. If your HOA policy is a Bare Walls-in policy, meaning it does not cover the fixtures and installations within your condo unit, you will need to provide your policy to Seneca.

My Homeowners Association (HOA) no longer exists. How do I provide the right documentation?

If available, please provide the letter from the HOA stating that they are dissolving, and provide a copy of your standard homeowners policy.

Please be sure your policy includes a Mortgagee Clause or Lender's Loss Payable Endorsement payable to Seneca Mortgage Servicing, LLC Its Successors and/or Assigns. Evidence of Insurance should be sent to:

Seneca Mortgage Servicing, LLC
PO Box 202080
Florence, SC 29502
Loan No. xxxxxxxxxxxxxxxxxxxxxxxx

If you prefer, you may visit our website at www.mycoverageinfo.com PIN Number SM621 to update your insurance policy information, you may fax a copy of your document to 855-205-5442.

Guide to Navigating Seneca’s Automated Voice Response System
What do I need in order to access my information?
  • Your Seneca Mortgage Servicing Loan Number or your Social Security Number, followed by the (#) sign
    • If you enter your loan number, you will then be prompted to enter the last four digits of your social security number
  • For Commercial Loans, enter your Tax Identification Number
What are the menu options?

OPTION

REQUESTED INFORMATION

1 Make a Payment by Phone
2 Payoff Instructions
3 Principal Balance and Payment Details
4 Inquiries regarding Homeowners Insurance, Escrow Analysis, Private Mortgage Insurance or Property Taxes
5 Seneca Mortgage Servicing address and fax information
6 Seneca Customer Connection and Seneca Mortgage Servicing Website
7 Year-to-Date, or Prior Year Tax, and Interest Summaries
8 Notification of Transfer to Seneca Servicing
# To Repeat these Options
0 To Speak to a Customer Service Representative
How can I make a payment?

Immediately after hearing the last transaction on your account:

  1. Select option 2

    A valid deposit account and routing number are required to make a payment using the automated loan payment system.

NOTE: Credit and Debit cards are not accepted.

How do I obtain a payoff quote?

Immediately after hearing the last transaction information on your account:

  1. Select option 4 – all other account information
  2. Select option 2 – Payoff Instructions
How can I find out if my property taxes were paid?

Immediately after hearing the last transaction information on your account:

  1. Select option 4 – all other account information
  2. Select option 4 - Inquiries regarding Homeowners Insurance, Escrow Analysis, Private Mortgage Insurance or Property Taxes
  3. Select option 3 – Property Tax Information
How do I request removal of Private Mortgage Insurance?

Immediately after hearing the last transaction information on your account:

  1. Select option 4 – all other account information
  2. Select option 4 - Inquiries regarding Homeowners Insurance, Escrow Analysis, Private Mortgage Insurance or Property Taxes
  3. Select option 4 – Private Mortgage Insurance
When was my escrow account last analyzed?

Immediately after hearing the last transaction information on your account:

  1. Select option 4 – all other account information
  2. Select option 4 - Inquiries regarding Homeowners Insurance, Escrow Analysis, Private Mortgage Insurance or Property Taxes
  3. Select option 2– Escrow
What is Seneca Mortgage Servicing’s payment address?

Immediately after hearing the last transaction information on your account:

  1. Select option 4 – all other account information
  2. Select option 5 – Seneca Mortgage Servicing Address and Fax Information
How can I speak to a Customer Service Representative?

Immediately after hearing the last transaction information on your account:

  1. Select option 4 – all other account information
  2. Select one of the eight spoken menu options
  3. After listening to the menu option selected, press 0
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