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Payments

When are my payments due and how do I make them?

Your payment due date is specific to your loan, so please review your loan documents, sign in and view your account details online or give us a call if you are unsure about when to make a payment.

Making payments is a piece of cake. Simply sign in to capitalone360.com and select the 'Payments' tab to make a one-time payment or select the ‘Pay Monthly (recurring)’ option to set up an electronic transfer (ACH) from your linked account or another Capital One account. Additionally, you can pay by mail or by visiting any of our full service Capital One Bank locations.

If you pay by mail, make checks payable to Capital One. The mailing address is as follows:

Capital One N.A.
P.O. Box 105385
Atlanta, GA 30348-5385

You can also give us a call at 1-877-535-1212.

Can I make recurring payments on my home loan?

Yes, to save time and money, you can set up an Automatic Payment Plan and have your payments regularly transferred from your external account or other Capital One 360 account to your home loan. You never ever have to worry about making a late payment or a payment getting lost after you put it in the mailbox.

To set up your plan:

  1. Sign in to capitalone360.com.
  2. Click the 'Payments' tab.
  3. Choose 'Pay a Loan' and select the 'Pay Monthly (recurring)' option.

It’s easy to change or discontinue if your needs should change down the road.

Can I escrow for taxes and insurance?

Yes. Escrow is an amount that is included in each of your mortgage payments so we can pay your taxes and homeowners insurance. This is not a cost we incur, but pay it on your behalf. (Escrows may also be called impounds or reserves in some states.)

For example:
Let’s say your mortgage payment is $1,500. Your principal and interest portion of your payment is $1,000 and is applied to your loan. The remaining $500 is deposited into the escrow account and will be used when a tax or insurance bill is due. When a bill is due, we pay it for you from the escrow account.

Can I extend my fixed rate period?

If your needs change and you'd like to discuss your options, give us a call at 1-877-535-1212 and an Associate will be happy to help.

How do I provide my new Homeowner’s Insurance information?

When you update or renew your Homeowner’s Insurance Policy, you’ll need to provide us with the new information as soon as possible. To update your info, just give our Insurance Department a call and have your policy number handy. You can contact our Insurance Department at 1-866-528-1572, Monday through Friday, from 8:30 AM - 6:30 PM ET.

 

How do I add, change or delete an Automatic Payment Plan?

To set up an Automatic Payment Plan:

  1. Sign in to capitalone360.com
  2. Go to the 'Payments' tab and select 'Pay a Loan'
  3. Choose your 'From Account' and select the 'Pay Bi-Weekly/Monthly (recurring)' option (Keep in mind, the bi-weekly option isn't available for all loan types)

To delete an Automatic Payment Plan:

  1. Sign in to capitalone360.com
  2. Click on your mortgage from the 'My Accounts' tab
  3. Click the red “X” next to the Automatic Payment Plan you want to delete

Please Note: If you need to edit your existing Automatic Payment Plan, just give us a call at 1-877-535-1212 and an Associate will help you out.

What is an escrow payment?

It's a portion of your mortgage payment that is used to pay for property taxes and home owners insurance.

 

What should I do if I'm unable to make my mortgage payments?

We understand the importance of homeownership and that sometimes unexpected events can happen. We're here to help. We have a team dedicated to helping homeowners in real financial distress. We'll look at your current situation and work with you to find the best possible solution.

Give us a call at 1-877-230-8516 Monday through Thursday from 8 AM to 11 PM ET, Friday from 9 AM to 6 PM ET or Saturday from 9 AM to 1 PM ET.

Why has my mortgage payment changed?

Your payment may have changed due to an interest rate change Opens a new window on your adjustable rate mortgage (ARM), or due to an escrow analysis Opens a new window.

What should I do if I pay my property tax bill directly and I have an escrow account too?

In this case, you'll need to contact your taxing jurisdiction for a refund.

What should I do if I receive a property tax bill?

If we escrow for the payment of property taxes, just send the bill to our Tax Department (contact information is below). Otherwise, pay the bill directly. If you’re unsure if you have an escrow balance with us, you can reference your loan documents or statements.

Capital One Tax Department Info:

Phone Number:
1-877-535-1212

Fax:
1-817-826-1916

Mailing Address:
Attn: Tax Department
Capital One, N.A.
P.O. Box 961236
Fort Worth, TX 76161-0236

What should I do if I receive a supplemental property tax bill?

Supplemental property tax bills are not included in our monthly escrow collection and should be paid directly by you.

Why are my property tax amounts different from last year?

Tax amounts are determined by the taxing jurisdiction based on the current tax rate and the property assessment. For an explanation of the rates and assessed value, please contact your local taxing jurisdiction.

Can I set up an escrow account?

Yes. If you'd like to set up an escrow account, send us a written request along with copies of your tax and insurance bills to our Customer Service department. An initial escrow deposit will be required.

Can I discontinue my escrow account?

Yes, you can discontinue your Escrow Account under certain conditions. Call us at 1-877-535-1212, or send a written request to our Customer Service department: 

Attn: Customer Service
Capital One, N.A.
PO Box 21887
Eagan, MN 55121-0887

What is an escrow cushion?

An escrow cushion is the amount of money set aside in the escrow account to cover any unanticipated costs such as an increase in property taxes or insurance premiums.

What is an escrow shortgage or overage?

An escrow shortgage is when there aren't enough escrow funds on deposit to make an escrow payment when it becomes due. 

An escrow overage is when there are more escrow funds on deposit than what's required to make an escrow payment when it becomes due.

Why did my payment increase even though my escrow account reflects an overage?

Escrow overage funds are not considered when determining the new total payment. The total payment amount consists of the principal and interest plus one-twelfth of the annual payment of items escrowed plus the escrow cushion.

What happens to my escrow balance after my loan is paid in full?

We will mail a check for the escrow balance, including any over payments at payoff, to your mailing address on file. The check will be mailed within 10 business days after payoff.

Please note: Your escrow balance can not be used to pay off your loan.

What should I do if I pay my insurance bill directly and have an escrow account too?

Please provide us with proof of payment and we will re-analyze the escrow account.

What should I do if I receive an insurance bill?

If we escrow for the payment of insurance premiums, please send the bill to our Insurance Department Opens a new window. Otherwise, pay the bill directly.

Who is responsible to pay the first year premium?

The first year premium is pre-paid at the time of settlement by you. The renewal is paid by Capital One, N.A. if the loan is escrowed.

I received an insurance claim check. What should I do next?

The process for handling insurance claim checks varies depending on your loan type. For complete details, contact our Customer Service department at 1-877-535-1212.

What should I do if I receive a supplemental insurance check?

Please mail to the check to us:

Attn: Insurance Department
Capital One, N.A.
P.O. Box 100595
Florence, SC 29501-0595

Does it matter who repairs my property (contractor(s) or myself)?

Yes, it makes a difference who completes the work on your property.

If you plan on doing the work yourself and not hiring a contractor, please notify us immediately.

If you plan on using multiple contractors to complete the work, please ensure each contractor completes a waiver for their portion of the job.

What if my loan is paid in full and I receive an insurance claim check?

Contact your insurance company to have the check issued in your name only.

I'm waiting to get an insurance claim check from you. Will I receive interest on the money you're holding?

Yes, we will be paying you interest on the money we're holding.

Why is a property inspection required?

Property inspections are required to verify that the property has been restored to its original condition (i.e. before the damage or loss).

Why is the mortgage company's name on my insurance check?

Capital One, N.A. is included as a loss payee on the insurance check because we have an interest in the property as long as there is an outstanding principal balance.

How do I request a payoff statement?

Here's how to request a payoff statement online:

  1. Sign in to capitalone360.com
  2. Click on your loan
  3. Scroll to the bottom of your 'Account Details' page and click on the 'Request a Payoff Quote' link to select which documents you'd like to receive 

You can also call our Customer Service department at 1-877-535-1212, Monday through Friday,  8 AM to 8 PM ET.

Can my prepayment penalty be waived?

Prepayment penalties that are part of your loan contract are not waived.

If you're not sure if your loan has a prepayment penalty, you can refer to your loan documents.

How do I know if my loan has a prepayment penalty?

You can refer to your loan documents for information about whether or not your loan has a prepayment penalty.

Will you redraft a returned electronic payment?

No. If your electronic payment is returned, you must pay by check or contact our Customer Service Opens a new window department to retry another electronic payment.

How can I avoid deferred interest?

You can avoid deferred interest Opens a new window by paying at least the total amount of interest owed each payment (also known as an interest-only payment).

How can I repay deferred interest?

You can repay deferred interest by making payments to your principal balance.

If I have an escrow shortage, may I pay it separately?

Yes. Please send a check with written instructions to our Customer Service Opens a new window department.

How are payments applied?

The charts below show how we apply your payments. If you're current with your payments, you can pay online or over the phone and indicate how we should apply your payment.

If Your Current Payment is Due
Payment Amount How It's Applied
Less than full payment amount (Partial Payment). The funds are held as unapplied funds, then are applied to the payment due once you pay the remaining amount due.
Full payment amount or more, but less than double the payment amount. Applied to amount due, then any remaining funds are applied to outstanding fees, then principal.
Double the payment amount or more. Applied to amount due, any outstanding fees, then any remaining funds are applied to next payment due, then principal.*

 

Examples
(If funds are received on/after your due date)
Regular Payment Amount Amount Paid Applied to Current Payment Due Applied to Next Payment Extra Principal/Fees
$1,000 $1,000 $1,000 $0 $0
$1,000 $1,500 $1,000 $0 $500
$1,000 $2,000 $1,000 $1,000 $0*
$1,000 $5,000 $1,000 $1,000 $3,000*

 

If Your Current Payment Was Already Made
Payment Amount How It's Applied
Less than full payment amount (Partial Payment). Applied to outstanding fees, then principal. If you would like to make a partial payment towards your next due date, you must pay online and select ’partial payment.’*
Full payment amount or more, but less than double the payment amount. Applied to outstanding fees, next payment due, then any remaining funds are applied to principal.*
Double the payment amount or more. Applied to amount due, any outstanding fees, then any remaining funds are applied to next payment due, then principal.*

 

Examples
Regular Payment Amount Amount Paid Applied to Next Payment Applied to Future Payment Extra Principal/Fees
$1,000 $1,000 $1,000 $0 $0*
$1,000 $1,500 $1,000 $0 $500*
$1,000 $5,000 $1,000 $0 $4,000*

*If you would like to opt-in to having funds applied to only your current payment and any additional funds towards principal reduction every month, give us a call at 1-877-535-1212 from 8 AM to 8 PM ET, Monday to Friday.

Why are there 'Other Charges' on my account?

We understand that sometimes unexpected events can happen.  We're here to help, so we paid for the charges for your Home Loan Account on your behalf. These charges may be foreclosure costs, bankruptcy fees, property inspection, etc.  You're responsible for these charges so the total amount of the charges were added to your account.

How can I find out details about my charges?

Details of all charges can be found on your periodic billing statement.

You can also give us a call at 1-877-535-1212

How can I pay my 'Other Charges' due?

Here’s how:

  •  Mail a check (payable to Capital One, N.A.) with the coupon on the bottom of your periodic billing statement or send a check to the address below (be sure to include “Charges” in the memo line):
     
         Capital One, N.A.
         PO Box 105385
         Atlanta, GA 30348-5385
  •  You can give us a call at 1-877-535-1212

You can pay your charges at any time, but keep in mind, they’ll be due in full when your loan matures.

What if I see a negative balance?

The negative balance may be the result of an overpayment. If it is, the amount will be applied to your principal balance.

Investment and Insurance Products Are:


Not FDIC InsuredNot Bank GuaranteedMay Lose Value
Not a DepositNot Insured By Any Federal Government Agency

Banking and lending products and services are offered by Capital One, N.A. NMLS ID 453156, and
Capital One Bank (USA), N.A., Members FDICOpens a new window Equal Housing Lender

Investment products are offered by Capital One Investing, LLC, a registered broker-dealer and Member FINRAOpens a new window/SIPC Opens a new window .
Investment advisory services are provided by Capital One Advisors, LLC, an SEC-registered investment advisor.
Insurance products are offered through Capital One Agency, LLC.

All are subsidiaries of Capital One Financial Corporation.

© 2017 Capital One
. All rights reserved.