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Deposit Account - Customer Service

 
How can I find answers to my questions and concerns?

For service and convenience, you can expect the very best from MetLife Bank. You can get the help you need in the way you wish to receive it - by phone, e-mail, Internet or postal mail.

  • Phone: Contact a Banking Advisor toll-free, at 1-866-BankMet (1-866-226-5638)
  • E-mail: Email a Banking Advisor
  • Internet: Check out our Frequently Asked Questions to quickly find the answers
  • Mail: Send deposits to:

          MetLife Bank, NA
          P.O. Box 5868
          Hicksville, NY 11802

 

 
How quickly are e-mails answered?

We will make every effort to answer all e-mails usually within 24 hours of receipt. Click here to send us an e-mail.
 

 
How do I update my address?

You can update your address by logging on to your account and modifying your online profile.
Or, you can call toll-free 1-866-BankMet (1-866-226-5638) to inform a Banking Advisor of your new address.
 
Mortgage Accounts - Payments and Fees

 
What if I cannot make a payment?

Learn more about how MetLife Home Loans want to help you stay in your home.
 

 
When is my payment due?

In most cases your payment is due on the 1st of the month every month for the life of the loan. A grace period is extended to the 16th of the month during which a late charge will not be assessed.
 

 
What if I’m late in making my payment?

A late charge may be assessed to your loan if you make your payment after the grace period (typically the 16th business day of the month if your payment due date is the 1st of the month)  This late charge will appear on your monthly mortgage statement.
 

 
Will a late payment affect my credit?

While a late payment within the current month may not affect your credit report negatively, a payment that is over 1 month late will. For example, a due date on March 1st that is made on or after April 1st may negatively affect your credit.
 

 
How else can I make a payment?

Funds submitted through your online banking may be rejected if the funds being sent are not sufficient to pay the monthly payment, your loan is in a delinquent status, or you have filed a bankruptcy case that is still active--such payments will automatically be returned to the remitter of the funds. You cannot make a principal-only payment or more than one payment through online banking as the funds will not process as intended. Sending more than one transaction in the same day for your monthly payment will cause all transactions not equal to a payment to be rejected. If the payment is more than the total due, additional funds will be applied to any outstanding fees on your account, and then the remaining amount will be applied to the principal.

 

 
What are the fees associated to my Mortgage?

The MetLife Home Loans fee structure is subject to change without notice and does not include all fees that may apply.  Fees may vary by state and loan type and may not apply if prohibited by federal or state law, federal regulations or mortgage documents. Certain restrictions may apply.

MinimumMaximum
Property Inspection$   -$ 30.00
Wire Fee$   -$ 15.00
Demand Letter Fee$   -$ 30.00
Reconveyance Fee$   -$ 45.00
Payoff Quote Convenience Fee$   -$ 15.00
Non-Sufficient Funds$   -$ 30.00
Additional Ways to Pay
Home Loan Online Payment Fee
              1st - 10th$   -$   0.00
            11th - 31st$   -$ 10.00
Automated Phone Payment Fee$ 15.00
Representative Assisted Payment Fee$ 20.00
 
Mortgage Accounts - Escrow

 
Can you analyze my escrow account more than once a year?

You can request an escrow analysis if there have been significant changes to your taxes or insurance. Certain criteria must be met to reanalyze your escrow account.  Please contact a Customer Service Representative at 1-866-368-4251 for assistance.
 

 
I paid my shortage--why did my payment still change?

Paying your shortage in full will minimize your payment increase. However, if your tax or insurance amount increased from the previous year, your payment can still increase to compensate.
 

 
What is the Minimum Escrow Balance?

The first step in completing your escrow analysis is projecting the amount of your tax and insurance bills for the upcoming 12-month period. We calculate the minimum acceptable balance in your escrow account for the year.
 
Mortgage Accounts - Insurance

 
Can I pay my own insurance?

In order to pay your homeowner’s insurance, you must cancel your entire escrow account, including property tax payments. To see if your loan meets the requirements to cancel the escrow account, contact a Customer Service Representative at 1-866-638-4251.
 

 
I received a notice that MetLife Home Loans has put “lender-placed insurance” on my property. What does this mean?

Lender placed insurance is coverage is obtained by the mortgage lender when the customer's insurance has lapsed or been cancelled, or proof of the customer's insurance has not been received. This coverage is necessary to protect our interest in the property if damage occurs and you don’t have insurance to cover your mortgage. It is typically more expensive than insurance coverage you purchase privately, so if you can, you should find coverage through an insurance company..
 

 
What is the mortgagee clause?

The mortgagee clause is how MetLife Home Loans should appear when named as lender or mortgagee in your insurance documents:

MetLife Home Loans
A Division of MetLife Bank N. A.,
Its Successors and / or Assigns
PO Box 7481
Springfield, OH 45501

 
Mortgage Accounts - Insurance Claims

 
Can I pay my loan balance with my claim check instead of making repairs?

To see if your claim check can be applied to your principal balance, speak to a Customer Service Representative at 1-866-638-4251.
 

 
Will you endorse my claim check if my loan is delinquent?

If your loan is delinquent, please contact our Loss Draft department for specific instructions at 1-866-411-8907.

 

 

 
What is the mortgagee clause?

The mortgagee clause is how MetLife Home Loans should appear when named as lender or mortgagee in your insurance documents:

MetLife Home Loans
A Division of MetLife Bank N. A.,
Its Successors and / or Assigns
PO Box 7481
Springfield, OH 45501

 
Mortgage Accounts - Taxes

 
Can I pay my own taxes?

If you currently have an escrow account on your loan, we will pay your property taxes. You may qualify to have your escrow account removed, if you meet the following criteria:
 

  • The loan must be at least six (6) months old
  • No delinquent payments
  • Home must be owner occupied. No investment properties.
  • Your loan balance cannot be higher than 80% of the appraised value of your home.
  • The escrow balance cannot be negative
  • FHA/VA loans require and escrow account for the life of the loan

Learn more from our Escrow page.

 

 
What if I can’t pay my taxes?

If you do not have an escrow account, you are responsible for making property tax payments directly to the taxing authority. If you do not pay your property taxes, MetLife will pay the taxes to avoid a tax sale, and establish an escrow account on your loan.
 

 
How do I notify you of a correction to my tax amounts?

You may fax or mail the updated tax documentation to MetLife Home Loans Tax Department, including the new tax amount (not property value), effective date and loan number. Fax to: 817-826-1221 or mail to:

MetLife Home Loans
P.O. Box 961229
Fort Worth, TX 76161-0299
 
Mortgage Accounts - Year End

 
Didn’t receive a 1098 statement?

We may not have an updated mailing address. Update your address by calling Customer Service at 866-638-4251.
 

 
Was your loan transferred between two mortgage companies this year?

You will most likely receive two 1098 statements for the year that your loan was transferred. You will need to combine the interest and tax amounts from both statements to prepare your tax return.  Your 1098 statement will be mailed to your address on file in January 31st of the following year.
 

 
Need a 1098 statement from another year?

Your last two 1098 statements may be available online. Please log in to your account to view your 1098 statements. If you need an older 1098 statement, please contact Customer Service at 866-638-4251.
 
Mortgage Accounts - Complaint Address

 
How do I file a formal complaint with MetLife Home Loans regarding any aspect (including Origination, Servicing, Default, Third Party Vendors and/or Attorneys) of my mortgage?

To file a formal complaint with MetLife Home Loans regarding your loan, please mail a detailed explanation of your concern to the address below. Be sure to include:

  • Your name
  • Loan number
  • Contact information
  • A detailed explanation of your specific concern


Mail your complaint to:


  MetLife Home Loans
  Attn:  Customer Escalation Team
  1555 West Walnut Hill Lane, Suite 200
  Mail Code 6412
  Irving, TX 75038 
 

We will mail you an acknowledgement letter within two (2) business days of receiving your formal complaint.

 

 

 

 

If you are unable to provide your complaint in writing, you may contact us Monday-Friday 9:00-4:00 p.m. CST at 1-866-638-0302. During times of high call volume, you may leave a message for the Customer Escalation Team. Be sure to include:

  • Your name
  • Loan number
  • Address
  • Best contact phone number
  • A detailed explanation of your specific concern

 

 

Deposit Customer Service

Mortgage Account Assistance

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