ANNOUNCING:
The New UMB Mortgage Servicing Platform
Sometimes, it's best to talk to someone.
We are happy to help you choose the UMB account that meets your needs. It's more than a job to us - it's our passion. With a one-on-one conversation, we can help you compare accounts and select the best fit for you.
At UMB Bank, we constantly review our products and offerings to ensure we are providing you with the best customer experience possible. Starting Oct. 8, we are excited to launch a new mortgage servicing platform for you to use. With the new platform, you’ll have the ability to:
- Make a payment online
- See and print billing statements
- Request a loan payoff
- Take advantage of additional customer service support
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General Questions:
Is UMB selling my loan?
No. UMB is not selling your loan. We are working with a new sub-servicing mortgage provider that will create a better customer experience for you to view and manage your loan.
Why is UMB updating its mortgage servicing platform?
To ensure UMB is providing our customers with exceptional products and services, we continually review our offerings and when necessary, adjust our products to better benefit our customers. Recently, UMB evaluated the services we provide for existing mortgage customers and we’ve decided to engage Dovenmuehle Mortgage, Inc. (DMI), one of the leading mortgage sub-services in the country to assist us.
How to View your Loan/Payment Questions:
Why isn’t my payment showing up?
While we convert our platform, we have a blackout period where all loans are not accessible. As soon as this period is over, on Oct. 8, your loan will be updated to reflect your most recent payment inside the new UMB Mortgage Servicing Platform.
Why can’t I see my past payments?
Unfortunately, payment history will not transfer over to the new platform, however, please feel free to give us a call at 888-860-5626 and we can pull information for you.
Access Questions:
How can I access my loan?
Starting Oct. 8, you’ll be able to view your loan on UMB’s new Mortgage Servicing Platform. You’ll need your loan number and an email address to create credentials and login to the website. You might also be asked to provide your Social Security Number.
Where do I find my loan number?
UMB is mailing a Notice of Transfer for Servicing letter the week of September 13 with your new loan number. Please keep this document as you will need it to create your new account to access your loan online. If you lose this letter, please give us a call at 855.355.2113 or call your Private Banker.
I lost my copy of the letter. Where can I get a duplicate form?
Please call us at 888-860-5626 or call your Private Banker.
I didn’t have UMB online banking login information before the conversion. Can I still view my loan online?
Yes. Starting Oct. 8, you’ll be able to login to the new UMB Mortgage Servicing Platform and view your loan. You will need your new loan number and an email address to access the site.
What will I be able to do with the new servicing platform?
When the new platform goes live on Oct.8, you’ll be able to make a payment, see, download and print billing statements, request a loan payoff and take advantage of additional customer service support.
If I have more than one mortgage loan, do I have to create a separate login for each loan?
As long as the primary borrower and the Social Security Number is the same on any loan the user will be able to enroll up to 10 additional loans using the "Profile" link in the drop down and selecting "Enroll Another". The user will just need to enter in the loan number they wish to add to their profile, and the zip code of the property.
Automatic Payment Drafting / ACH Questions:
Why do I have to complete a new ACH form?
The current ACH form has legal language that indicates ONLY UMB can debit your account. The updated form says UMB and its authorized agents can debit your account. Due to our new servicing agreement and this updated language, you are required to consent to continue auto-debit of your monthly payment.
How will I know whether my authorization form has been received?
The return envelope you mail back will be opened by our mailroom associates and scanned into our system. Please reach out to our UMB Support team if you have questions about your form being received by calling 855.355.2113.
I didn’t receive a letter. Where can I get details about the change in servicing?
You will receive information about the transfer of loan servicing, including notice of transfer of servicing by letter, email reminders and inside online banking.
Can I send my signed form to my Personal Banker or my Private Banker?
You can scan the signed form and email it directly to your Personal or Private Banker or bring the form to a UMB branch.
Can I provide verbal approval for DMI to debit my DDA account for the mortgage payment to my Personal Banker or Private Banker?
No, and we also can’t accept an email from you as consent. We need your approval and signature to have a third-party auto-debit your mortgage payment.
What will happen if I missed the deadline to return the signed authorization form?
The mortgage will still be transferred to DMI for servicing, but ACH payment will be cancelled. You will have the opportunity to re-start ACH with DMI after the transfer, but in the interim you will be required to mail payments to DMI at the updated servicing address shown in the Transfer of Servicing notice.
Additional Questions:
Why am I receiving information about the servicing of my loan changing?
UMB has entered into an agreement with Dovenmuehle Mortgage, Inc (DMI) to handle the servicing of our portfolio mortgage loans. DMI is a national leader in providing quality customer service for mortgage loan customers. UMB still owns your loan and has not sold it to DMI.
What if I overlooked the recent letter from UMB that included the new loan number, and sent my October payment referencing my old loan number?
If you sent your payment with your old loan number, it can be cross-referenced with your name and will post to your account.
I got an email about using UMB.com to see my mortgage. Can I still use the UMB mortgage website to view my mortgage?
Yes, you can still view your mortgage on UMB’s mortgage site.
I still have questions. Who do I call?
Please contact your Personal or Private Banker or you can call 855.355.2113.
Important steps to help you get ready for this new banking experience:
Know your loan number
To login to the new UMB Mortgage Servicing Platform, you need your new loan number. You’ll receive this information in a Notice of Transfer letter. Please check your mail for this letter and keep it in your records until you log on and create your new account.
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