Mortgage Servicing FAQs
Once your loan has closed, the servicing of your mortgage — including payments, escrow, billing statements, and account changes — is handled directly by Capital City Home Loans. The frequently asked questions below are designed to help you navigate the most common servicing topics quickly and easily.
For questions regarding a current loan or payment please call Capital City Home Loans Servicing at 1.855.232.8519 or email servicinghelpdesk@cchl.com.
If you have general questions about your loan that are not covered here, or if there is anything you do not fully understand, Kim Mitchell is always available to help. Reach out to Kim directly at 404.217.4814 or kmitchell@cchl.com and she will make sure you get the answers and support you need.
When it comes to making my mortgage payment, what options do I have?
We offer many convenient ways for you to make your payment. Simply choose the one that works best for you.
Web Payment — Sign in to your Capital City Home Loans account at servicing.cchl.com and select Make a Payment. There is no charge to make your monthly payment. You may schedule your payment in advance or pay the same day.
Phone Pay — Call a mortgage loan specialist at 1.855.232.8519 and provide a valid debit card which can be processed free of charge to make your payment. This option is available for same day posting prior to 4:00 PM.
Pay by Mail — Detach the coupon located on the bottom of your monthly statement or included in your closing payment and mail it with your check or money order to:
Capital City Home Loans
50 Chastain Center Blvd.
Kennesaw, GA 30144
Is there an automated system where I can review existing account information?
Yes. In the Servicing section of the Capital City Home Loans website you can check your account status, make a secure loan payment, review your tax and insurance details for your property, and view your loan history.
I have received a notification of the sale and transfer to a new servicer. Where should I send my payment?
Capital City Home Loans will mail a notification of the sale and transfer directly to you at least 15 days prior to the effective date of the transfer. All payments should be mailed to Capital City Home Loans until you receive this document. Any payments received after the effective date will be sent via overnight delivery to the new servicer. There is no action required on your part.
If you have further questions about the transfer of servicing please contact Capital City Home Loans at 1.855.232.8519 or email servicinghelpdesk@cchl.com.
When are billing statements mailed?
Your monthly billing statement is mailed approximately two weeks prior to your next scheduled due date. If you have not received a billing statement please do not delay your payment. Mail your payment to:
Capital City Home Loans
50 Chastain Center Blvd.
Kennesaw, GA 30144
To ensure your payment is posted correctly please write your loan number on your check or money order. Please contact Capital City Home Loans Client Service at 1.855.232.8519 if you are having trouble receiving your statement. Please note that if your loan is in bankruptcy a billing statement will not be mailed.
What information will I find on my billing statement?
For your convenience your monthly billing statement provides a complete overview of your account. You will find payment information, various account balances, a billing coupon to accompany your payment, and any important messages related to your loan.
How do I make changes or corrections to my personal information such as my mailing address?
You can request updates to your mailing address or contact information by writing the changes on the back of the coupon at the bottom of your statement. Detach and return the coupon with your payment and check the box on the form to indicate that you have made changes to your account information. You may also contact Capital City Home Loans Client Service at 1.855.232.8519 and a specialist will be happy to assist you.
Where should I mail a Notice of Error, Request for Information, or Qualified Written Request?
If you believe there has been an error in the servicing of your loan, need additional information, or have questions relating to your loan servicing, you must send a written Notice of Error, Request for Information, or Qualified Written Request to the following address:
Capital City Home Loans
50 Chastain Center Blvd.
Kennesaw, GA 30144
Your written request must include your name, loan number, and sufficient detail to inform Capital City Home Loans of the basis for your request.
What is an escrow account?
An escrow account is used by Capital City Home Loans to disburse your property tax and insurance payments on your behalf. The amount held in your escrow account is based on the estimated amount necessary to cover these obligations each year. A portion of your monthly mortgage payment is deposited into this account and payments are made from it as your tax and insurance bills come due throughout the year.
How is my escrow payment determined?
Your taxing authority and insurance company determine the actual amounts of your tax and insurance payments. When your loan includes an escrow account Capital City Home Loans takes responsibility for administering payment of these bills on your behalf — however the payment obligation remains yours. If you receive any notices from your insurance carrier, broker, agent, or taxing authority regarding your payment please notify Capital City Home Loans immediately.
What is an escrow analysis?
An escrow analysis helps determine how much money should be held in your escrow account to cover future tax and insurance obligations. An annual escrow analysis is performed to determine whether your monthly escrow payment needs to be adjusted higher, lower, or not at all. Any adjustment is based on payments already made on your behalf, estimated future amounts, and the current balance in your escrow account at the time of the analysis.
How can I request a new escrow analysis?
If you believe there is an error with your escrow account or that an interim analysis may be necessary due to a recent change in your escrow payments, please submit a request in writing via postal mail or email explaining why a new escrow analysis is needed and include any relevant backup documentation. All correspondence should include your Capital City Home Loans loan number, your name as the borrower, the property address, and the last four digits of the borrower’s Social Security number.
Can I cancel my escrow account and pay my own taxes and insurance?
It is not the policy of Capital City Home Loans to remove an existing escrow account.
What if I change insurance companies or carriers?
If you decide to change your insurance carrier please take the following steps to avoid a lapse in coverage.
Make sure your new policy meets the insurance requirements outlined in your loan documents. Contact your previous insurance carrier to cancel coverage as of the effective date of your new policy, or you may not receive a refund of any unearned premium. Forward a copy of your new policy to the Capital City Home Loans Escrow Department as soon as possible so the most current information is on record.
You may also update your insurance information online at any time through the Express Insurance website at ExpressInsuranceInfo.com/2919461, which is available 24 hours a day seven days a week.
For assistance please contact Capital City Home Loans Client Service at 1.855.232.8519 or email servicinghelpdesk@cchl.com.
What if my insurance is cancelled?
If your policy is cancelled please contact Capital City Home Loans immediately so they may assist you. Failure to replace a cancelled policy may result in the placement of Force-Placed or Lender-Placed Coverage, which will become an escrow item and be included in your monthly escrow payment.
What are my insurance policy requirements?
Your insurance policy or policies must meet the following requirements.
The dwelling coverage amount of your homeowner’s policy must be sufficient to cover the outstanding unpaid principal balance of your loan. The dwelling coverage amount of any required flood policy must be sufficient to cover the outstanding unpaid principal balance of your loan up to the federal maximum dwelling limit of $250,000. The company underwriting your homeowner’s policy must meet minimum rating standards through AM Best.
The following mortgagee clause must appear on all required insurance policies:
Capital City Home Loans, LLC
ISAOA/ATIMA
P.O. Box 2855
Daytona Beach, FL 32120-9904
Toll-Free: 855.673.6815
Fax: 248.824.1487
You may also update insurance policy information at any time through the Express Insurance website at ExpressInsuranceInfo.com/2919461, available 24 hours a day seven days a week.
How do I wire payoff funds?
Loan payoffs must always be in the form of certified funds. If you or your closing agent prefer to wire transfer funds instead of sending a cashier’s check or other certified funds, follow the detailed instructions provided on your payoff statement. The payoff statement contains all the information needed to complete a wire transfer including the bank name, account number, and routing number along with specific instructions for Capital City Home Loans upon receipt of the wire.
What should I do when I receive a claim check from my insurance company?
If you have had a claim on your homeowner’s insurance please notify Capital City Home Loans right away so they may assist you in getting your claim funds disbursed for any necessary home repairs as quickly as possible. To begin the claim process please visit the Capital City Home Loans servicing portal at servicing.cchl.com. If you have questions please contact the claims department at 855.737.3909.
Still Have Questions?
Navigating mortgage servicing questions can sometimes feel confusing — and you should never feel like you are on your own trying to figure it out. If you have a question that is not answered here or something you simply want a plain-language explanation for, Kim Mitchell is just a phone call or email away. She genuinely cares about her clients long after the closing table and will always take the time to point you in the right direction.
Call Kim at 404.217.4814 or email kmitchell@cchl.com and she will personally make sure you get the help you need.
