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VHDA Mortgage Customer FAQ

Accessing Your Information Online

expand Do I need to register to access my loan information? 

Yes. To protect confidential information, first-time users must register a user ID and password:

  • Select "Access My Loan Information".
  • Click "Register User ID/Password" to go to the Registration page.
  • Enter the requested information.
  • Click "Save".

Registration is complete when you receive the response, "Your User ID and password have been established." You'll be taken to the login page and may now log in using your new user ID and password.

Note: You may have a total of two user IDs per loan.

expand I am locked out. What do I do? 
expand I have forgotten my User ID and/or Password. What do I do? 

Follow these steps:

1. Select "Access My Loan Information".
2. Click "Forgot User ID/Password".
3. Enter your loan number and Social Security number.
4. Click "Continue".
5. The Verification Question page appears and asks the question you created at registration. You must enter your response and then click "Continue".
6. Your response will be validated. Click "Continue".
7. Your User ID will appear and you’ll be asked to create a new password. You must enter a new password and then retype it to verify it.
8. Click "Save".
9. If you enter all information correctly, the message, "Your Password has been successfully changed. You are now ready to logon" will appear.
expand What do I need to do to register? 

General Loan Questions

expand Can I have my payments automatically drafted from my checking or savings account? 
Yes. You can take advantage of our Automatic Mortgage Payment Option (electronic payment service). The amount of your payment, plus any additional amounts you want to add toward principal reduction on a continual basis, can automatically be deducted each month from the checking or savings account you designate. It’s fast, and best of all, it’s free. Sign up for Automatic Payment.
expand Can I make my mortgage payment online? 
expand Can I refinance my current VHDA loan? 
Yes. Our new Fannie Mae No MI (Mortgage Insurance) Pilot loan allows refinancing if you meet certain eligibility guidelines.
expand Can I refinance my VHDA loan? 
expand Does VHDA have any properties for sale? 

Yes. VHDA frequently acquires single family homes, condominiums and townhouses via foreclosure sales. These properties are then offered for sale to the general public. You can view a complete list of foreclosed homes for sale. on our website

You may also want to go to Frequently Asked Questions about VHDA Properties.

expand How can I get payoff information? 
expand I am a co-mortgagor. Will I receive an annual loan statement? 
No. Statements are mailed only to the primary borrower at the current mailing address. A copy of the statement will be provided upon request for a fee. VHDA mails annual loan statements no later than January 31.
expand If I’m experiencing a hardship beyond my control, how can I save my home from foreclosure? 
expand What are the hours for accessing my loan information and making payments online? 

Online loan information is available 24 hours a day, 7 days a week. Sign on anytime – from home, work or while traveling.

Hours of availability for online payments are:

  • Weekdays 7 a.m. to 11 p.m.
  • Saturdays 7 a.m. to 6 p.m.
expand What does my monthly mortgage payment include? 
expand What does prepayment mean? 
Prepayment is the payment of all or part of your principal balance before it's due. Some loan agreements may require you to pay special fees or penalties if you pay off your loan early. Your note that was included with your closing documents has detailed information regarding prepayment of your loan.
expand What is a recapture tax? 
expand What is an assumption? 
An assumption is the conveyance of the terms and balance of an existing mortgage to the purchaser of a financed property, commonly requiring that the assuming party qualifies under lender and investor guidelines. This process may or may not be available depending on the type of loan you have. You will need to contact our Customer Service Department to discuss this type of transaction at 1-800-235-6938
expand What is the mortgagee clause for VHDA? 
expand Why is a principal balance not my payoff amount? 
This is because the interest on your loan is calculated in arrears. For example, when you paid your July payment, you actually paid interest for June and principal for July. The payoff amount also includes any escrow advances, release fees and other charges and credits due on the loan.
expand Why is there only one social security number on my annual loan statement? 

Questions about Escrow Accounts

expand What are escrow adjustments (overages, shortages and reserves)? 

When performing an escrow analysis, the most recent disbursement amount is used to calculate the amount required on an analysis. Some estimates of expenses are made because up-to-date tax and insurance bills may not be available at the time of analysis. In estimating an escrow account, over-collection and under-collection may sometimes occur. If there is a surplus of funds in your account after the annual analysis, this is called an overage. If the overage is more than $50.00, it will be refunded to you, provided your loan is current.

When funds have been under-collected, a shortage occurs. The amount of the shortage would be the maximum negative amount that your account would reach if an adjustment to your monthly payment were not made. If a shortage does occur, your monthly loan payment will be adjusted to include the escrow payment amount plus 1/12 of your escrow shortage. You also have the option of paying off the whole shortage amount in one lump sum to limit the increase in your monthly loan payment.

expand What is an escrow account? 
expand What is an escrow analysis and how does it work? 
Each year, VHDA projects the balance of your escrow account over the coming year, based on the actual taxes and insurance premiums paid over the previous 12 months. We provide you with a written copy of the escrow analysis, including a projection of your monthly escrow deposits, the bills we expect to pay on your behalf from your escrow account, and an estimated monthly balance. In some cases, we may project either a shortage or a surplus in your escrow account.

Questions about Insurance

expand Am I required to keep homeowners insurance on my property? 

Homeowners insurance is required for everyone who has a mortgage loan. It covers losses and damages to your home and assets in the event of a fire, theft, vandalism and many unforeseen weather-related disasters. Homeowners insurance may also provide liability coverage. It also protects VHDA’s financial interest in the property.

If you receive a cancellation notice on your homeowners insurance for any reason, please contact us immediately so we may assist you. Failure to replace a cancelled policy will result in purchase of force-placed insurance, which is more expensive than standard coverage and may not provide the same type(s) of coverage.

expand How can I cancel the mortgage insurance on my loan? 
expand How do I change insurance companies or carriers? 

Make sure your new policy meets the insurance requirements for your loan by comparing it to the coverage listed on the declarations page of your current insurance policy. This is usually the first page of the policy.

Once you have your new policy in place, contact your current insurance carrier to cancel coverage. (You may not receive a refund if a new policy is currently due).

Notify VHDA as soon as possible by fax at 804-343-8735 that you’ve changed insurance companies. Please include your name, address and loan number, along with the new policy’s declarations page information.

expand How do I renew my homeowners insurance policy?  
expand What is force-placed insurance? 
Force-placed insurance is obtained on your property if you do not provide us with a policy from a carrier you choose. This insurance only covers the structure; it has no liability or contents coverage. We encourage you to purchase your own policy to give you the most coverage.
expand What is mortgage insurance or private mortgage insurance? 
expand What type of insurance coverage is required? 
You are required to have homeowner’s coverage or condo unit owner coverage if the HOA covers the structure in the event of a fire. Flood insurance is required for properties in a flood zone.

Questions about Real Estate Taxes

expand How does VHDA obtain tax bills? 
VHDA has a tax service that obtains real estate amounts, eliminating the need of regular annual paper bills.
expand What are supplemental tax bills? 

Contact Us

Loan Servicing Department

Toll free: 800-235-6938
Local: 804-783-6729
Note: In order to protect your privacy, please do not send confidential personal information or sensitive materials through this form. VHDA is not responsible for the security and/or confidentiality of personal information submitted via this form.


Virginia Relay

In Virginia: 711
Toll Free: 800-828-1140


VHDA Fraud, Waste or Abuse Hotline

Phone: 804-915-3146
Website: Reporting Fraud, Waste or Abuse