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Responding to Disaster Inquiries

Due to hurricane Ian and the disaster in Puerto Rico, we are receiving unexpectedly high volumes of calls and requests. We are making every effort to provide the necessary support and assist every borrower.

If you experience technical issues or have questions regarding registration on the portal, resetting the password, accessing your account, submitting payments, etc., we encourage you to contact us via the request form to make sure we receive your message.

To leave your message, please click the button and fill out the request form, entering your loan details and specifying the issue.

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Online support

Our Customer Service Specialists are available Monday through Friday from 9:00 a.m. to 6:00 p.m.

Insurance and Property Tax

Any questions about insurance and property taxes; including renewals, changes and cancellations; force placed insurance, escrow disclosures and insurance claims (loss draft); or any other insurance/property taxes related matters.

Loss mitigation

If you’re struggling to make payments on your mortgage, you might be eligible for loss mitigation. Loss mitigation has flexible mortgage repayment terms based on your financial hardship, giving you the chance to keep your home and avoid foreclosure.

Payoff requests

To find out your remaining loan balance if you are looking to sell your home, refinance your mortgage or looking to get rid of debt.

Document request

Request document now

To place a document request, please fill out the form providing your data. Kindly note that all fields marked with an asterisk (*) are required

Subservicers info

A&D Mortgage is a licensed direct mortgage lender. A&D Mortgage may choose to retain servicing of loans or transfer loans to a new servicer. This selection does not affect the terms or conditions of loans other than those directly related to the servicing of the loan. If the servicing of your loan is transferred, you will be notified by A&D Mortgage LLC in writing, and you will receive welcome information from the new servicer.
If you are not sure who is your servicer, please do not hesitate to contact our borrower support.

If your loan has been transferred to one of our subservicers, please contact them directly at:

Mortgage Assistance

If you are experiencing a hardship and need a mortgage assistance program, you may be required to provide certain information including (but not limited to):

  • Income verification
  • Prior year’s W-2 or Tax Return (if self-employed)
  • Copy of P&L statement (if self-employed)
  • Letter of hardship
  • Current bank statement

When you submit your information, it must include a completed and executed Mortgage Assistance Application (RMA).
The RMA outlines additional documentation that be provided with your application. This
additional documentation is based on your application financial situation and intent with the home.
To discuss options for avoiding foreclosure, please contact at 1-855-760-7600

If you would like counseling or assistance, you can contact the U.S. Department of Housing and Urban Development (HUD): For a list of homeownership counselors or counseling organizations in your area, go to https://www.hud.gov/

FAQ - New Borrower Portal

Why is A&D Mortgage changing the web account?

At A&D Mortgage, we are constantly improving our IT systems to make them faster, more reliable and better functioning for our customers’ and partners’ needs. This new platform for our borrowers’ web accounts is a first step to providing you with more enriched features to manage your loan and receive information about it.

Why do I need to register once again if I already have a user account?

Our existing clients are required to register as new users to access the Borrower Portal starting from September 19th. Because A&D Mortgage follows the high-security management standards of the mortgage lending industry, your credentials are encrypted and cannot be retrieved by any person, including our own staff. Consequently, it also cannot be transferred to the new system, and you need to set up your account as a new user.

How do I register?

You need to click “I am a new user” on the Borrower Portal main page and follow the account setup process. You will be required to provide your loan number, SSN, first and last name, and property zip code.

What if I cannot set up the account or have difficulties in the process?

If you encounter any difficulties, please call our Borrower Support at (855) 760-7600. These phone lines are open from Monday through Friday from 8 a.m. to 7 p.m. EST.

Will changing the web account change any of my loan conditions?

No, switching to the new web account will not change any of your loan conditions. A&D Mortgage remains your loan servicer and you will continue to pay your monthly mortgage to us under the same terms and conditions stated in your paperwork.

Will my settings be transferred to the new web account?

Yes, your settings, including settings for ACH payments, will be transferred. Your payments should continue as normal, but please check your bank account in the days after your scheduled payment to ensure it has been processed.

Will I be able to see the history of my payments and documents?

You will be able to see the history of transactions on your loan as before. If you require a document that has been generated in the old version of the Borrower Portal, please leave a request in this form.

Have any questions?

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