Manage Your Mortgage

Mortgage payments, insurance and escrow—we've got answers

Homeownership brings many joys, but we also understand that mortgages can be confusing. BB&T would like to simplify your mortgage experience so you can get back to enjoying your home to its fullest. Explore the topics below for easy-to-follow guidance on the various features of your mortgage.

Making payments

Here's what's covered:

  • Online banking
  • Automatic draft
  • Automated phone
  • Mail

View our mortgage fee schedule

Payoff information

Here's what's covered:

  • How to get payoff information
  • How to send payoff funds
  • Dates for payoff

 

Recast information

Here's what's covered:

  • Fees
  • Interest rates
  • How to get started

Payment assistance

Here's what's covered:

  • Assistance options from BB&T
  • US government resources

Escrow

Here's what's covered:

  • Shortages and payment increases
  • Overage checks
  • Adding and deleting escrow

Insurance

Here's what's covered:

  • Mortgage guaranty insurance/private mortgage insurance overview
  • Borrower-paid private mortgage insurance (PMI)
  • Lender-paid private mortgage insurance (LPMI)
  • Claim checks

Mortgage home loan disaster assistance

Here's what's covered:

  • How to be prepared before a disaster strikes
  • Information and resources to help after a disaster occurs

 

Making payments

What are my payment options?

You have several convenient payment methods available to you:

  1. Online banking – Make your payment from your desktop or mobile device using your checking or savings account. Log in at BBT.com or enroll now.
  2. Automatic draft – You may set up, change or delete automatic draft information through our Loan Servicing Center. Log in at BBT.com and access the Loan Servicing Center through your mortgage loan account.

    You may also complete the Draft Authorization Form (PDF) and mail or fax the completed form to:

    BB&T Mortgage
    PO Box 1868
    Greenville, SC 29602-1868
    Fax Number: 252-293-9056

    While not required, attaching a voided check or deposit slip will assist in the verification of your account information.
  3. Automated phone – Call 800-295-5744. Press 1 for mortgage loan information, then press 4 to make a payment.
  4. Mail – Mailing instructions depend on whether you have a coupon book or a statement.

    Coupon book:
    Mail your payment along with payment coupon to:
    BB&T Mortgage Payment Center
    PO Box 580022
    Charlotte, NC 28258-0022

    Billing statement:
    Mail your payment along with billing statement to:
    BB&T Mortgage Payment Center
    PO Box 580302
    Charlotte, NC 28258-0302
  5. In person – Make your payment in person at any of our BB&T locations.
  6. Phone – To make a payment over the phone, contact customer service at 800-295-5744. Representatives are available Monday through Friday, 8:30 am to 7 pm ET.

Payoff information

How do I get payoff information on my loan?

There are three ways to get payoff information on your loan:

  1. Online – Log in at BBT.com and access the Loan Servicing Center through your mortgage loan account.
  2. Automated phone – Call 800-295-5744. Press 1 for mortgage loan information, then Press 2 for payoff information.
  3. Phone – Contact customer service at 800-295-5744. Representatives are available Monday through Friday from 8:30 am to 7 pm ET.
When may I request a payoff on my loan?

A payoff may be obtained at any time and is good for up to 30 days from the date requested.

Any changes to the unpaid principal balance will require obtaining a new payoff statement.

What happens after I pay my mortgage off?

Any excess proceeds from the payoff will be returned to you by check within 20 business days. If your mailing address changes as a result of the payoff please make sure you notify us with your new mailing address. A change of address form is included with the payoff quote that can be updated and faxed to us at 864-242-8664 or you can contact customer service at 800-295-5744. Representatives are available Monday through Friday from 8:30 am to 7 pm ET.

Documents releasing your Security Instrument (Mortgage/Deed of Trust) will be sent to the recording jurisdiction in which the property is located within 4 months of processing your payoff. Please be advised that the recorder's office processing time is dependent on the requirements set by the county office. After the documents have been canceled from public record, you may obtain the recorded lien release by visiting the county Register of Deeds/Clerk of Court's office or website.

How can I send payoff funds to BB&T?

You can complete your payoff by mail, wire or in person.

  1. Wire – To wire a payoff, you'll need to supply the following information:
    • Mortgage account number
    • Name of the bank initiating the wire
    • Name of the originator of the wire transfer
    • Physical address of the originator—post office box addresses are not permitted
    • Wiring routing number – 053101121
    • Account number – ML Payment Clearing DDA 5196113632
    • Contact name – Mortgage Cashier Department
    • Amount of the wire transfer
    • Date of the wire transfer
  2. Mail – Send payoff checks to:
    BB&T Mortgage - Loan Payoffs
    Attn: Cash Operations
    111 Millport Circle
    Mauldin, SC 29607
  3. In person – Complete your payoff in person at any of our BB&T locations.

Recast information

What is a recast?

A recast is when you apply an additional sum of money to substantially reduce the unpaid principal balance of your loan and the loan is re-amortized to lower the monthly principal and interest (P&I) payment. The loan term and interest rate remain unchanged.

Upon request to recast a loan, we would confirm that the investor/insurer of the loan allows recasting and ensure the payment on the loan is current. Typically, only fixed-rate loans can be recast, but adjustable-rate loans may be considered on a case-by-case basis.

FHA, VA and Rural Housing loans are not eligible for a recast.

You can view your loan type by logging in at BBT.com and accessing the Mortgage Loan Servicing Center through your mortgage loan account. Select My Loan/Loan Details for information about your loan type. If eligible, a recast can be executed any time after a minimum of $10,000 has been applied to the principal balance of the loan.

Are there fees involved in a recast?

Yes. A non-refundable fee is charged each time a recast is processed. Please refer to the fee schedule for more information.

Do I have to be current on my mortgage to receive a recast?

Yes. You must be current or paid ahead to receive a recast. For example, if you're making the recast payment on April 2 but are still due for your April 1 payment, the April 1 payment will need to be satisfied before any funds are applied as a principal-only curtailment.

Does a recast change my interest rate or term of the loan?

No. Your interest rate and loan term will remain the same. Only the monthly principal & interest (P&I) payment is recalculated based on the new lower principal balance over the remaining loan term.

How do I initiate a recast?

Mail or fax a request to the Modification Department. If you have any questions or need additional information, contact customer service at 800-295-5744. Representatives are available Monday through Friday from 8:30 am to 5 pm ET.

Please mail or fax the request to:

BB&T Mortgage
Attn: Modifications Department
PO Box 2127
Greenville, SC 29602
Fax number: 864-242-8664

How can I make the necessary principal payment for a recast?

Once your request has been received and approved, the modification department will contact you and guide you through the process.

Payment assistance

What are my options if I have a hardship that's affecting my ability to make my mortgage payments?

BB&T has several programs to assist clients who are experiencing a hardship that's affecting their ability to stay current with their mortgage payments. The following sources can help you learn more about assistance options and begin the application process:

Escrow shortages, increases and overage checks

Why did my payment increase?

Your monthly payment will increase or decrease with any change to your taxes or insurance. Your taxing authority and insurance company/agent will notify us when they make any type of change. This change will ultimately affect your monthly payment. Contact your local taxing authority or insurance company/agent for details concerning changes to your annual bills.

I have an escrow shortage. What are my options?

You can make one payment to pay the escrow shortage in full, or you can spread the shortage amount equally over the next 12 months, adding it to your monthly mortgage payment.

To pay the escrow shortage, please use the coupon included with your escrow analysis statement. The shortage will spread equally over 12 months automatically if no action is taken on your part.

If I have a large escrow shortage, what are my options if I can't make the larger payment?

If the shortage causes a financial hardship and you feel that you can't afford the increase, please call us at 800-295-5744 to discuss options available to you. Representatives are available Monday through Friday from 8:30 am to 7 pm ET.

Why did I receive an overage check?

An overage check can be a result of your insurance premiums and/or taxes being less than expected. Your escrow analysis statement will show how the overage was calculated. If your projected escrow overage is $50 or more, federal law requires us to refund the overage. Please review the tax and insurance amounts on your analysis to confirm the amounts are consistent with your records. If you notice any discrepancy, please notify us promptly at 800-295-5744. Representatives are available Monday through Friday from 8:30 am to 7 pm ET.

Can I use my overage check to reduce my unpaid principal balance?

Yes. To do this, please return the overage check to us with specific instruction on how you wish the funds to be applied. This should be mailed to:

BB&T Mortgage
Attn: Cash
PO Box 3476
Greenville, SC 29602-3476

Adding and deleting escrow

Can I add an escrow account for insurance or taxes?

Yes. Contact one of our customer service representatives at 800-295-5744. Representatives are available Monday through Friday from 8:30 am to 7 pm ET.

  • Please note, escrow for voluntary flood insurance isn't permitted. This includes properties not located in a required A or V flood zone, as well as excess flood insurance.
  • If flood insurance escrow is added for properties located in a required A or V flood zone, escrow will be required for the life of loan, or until the mandatory purchase of flood insurance requirement no longer applies to the loan.
If I want to add an escrow account, will BB&T pay my current hazard insurance and/or property taxes?

No. BB&T usually doesn't pay bills that are due in less than 6 months. Clients will need to pay any outstanding tax bills to the next installment date and insurance premiums to the next anniversary date.

When will I know the escrow account has been added and be notified of the effective payment date?

The request should be completed in 10 to 15 business days. You'll be notified by letter and an escrow analysis statement reflecting the new mortgage payment amount and effective date will be mailed to you.

Will I receive a new coupon book or billing statement once the escrow account has been added?

Yes. It will arrive in approximately 1 week from the time the loan was analyzed. If you don't receive your new coupon book or billing statement in time to make a payment, please record your mortgage loan number on your check and mail it to:

BB&T Mortgage Payment Center
PO Box 580302
Charlotte, NC 28258

If the account is setup on automatic draft, no action is needed on your part. The new monthly payment amount will be drafted automatically.

Will I be required to pay an initial escrow deposit when I set up the escrow account?

No. An escrow deposit isn't necessary to begin the escrow account.

Can I delete my escrow account?

Yes. However, there are certain conditions that need to be met before we can delete the escrow account. Requests to delete the escrow account are reviewed and approved based on applicable Loan Program Guidelines.

How can I request deletion of my escrow account?

You can't delete your escrow account if you have one of the following loan types or conditions:

  • Federal Housing Administration (FHA), Community Homeownership Incentive Program (CHIP), Rural Housing Service (RHS) and Home/US Department of Agriculture (USDA) loans are not eligible. You can view your loan type by logging in to online banking and accessing the Mortgage Loan Servicing Center through your mortgage loan account. Select My Loan/Loan Information for information about your loan type.
  • The loan has active private mortgage insurance (PMI) coverage.
  • The loan to value ratio is greater than 80%.
  • The loan has had a mandatory escrow account established due to delinquent taxes.
  • The loan is a High Priced Mortgage Loan (HPML). If the loan originated prior to June 1, 2013, escrow is required for 1 year (12 months) from the date the escrow account was established. If the loan originated after June 1, 2013, escrow is required for 5 years (60 months) from the date the escrow account was established.
  • The property is located in a special flood hazard zone area (A or V). Flood insurance will remain escrowed for the life of loan or until the mandatory purchase of flood insurance requirement no longer applies to the loan.

If your loan doesn't meet any of the criteria listed above, you may request escrow deletion if your loan isn't past due. If applicable, any deficient amount currently in escrow must be repaid before we can delete the escrow account.

You can complete the Escrow Deletion Form (PDF) for review and processing. Once the request is received and approved, you'll receive an escrow closing letter acknowledging your request and the deletion will be processed within 10 to 15 business days. Please mail or fax the form to:

BB&T
Attn: Escrow Add/Deletes
PO Box 2167
Greenville, SC 29601
Fax number: 252-293-9061

Will I receive an escrow refund check if I'm deleting both taxes and insurance escrow?

Yes. If there's a positive balance in the escrow account, you'll receive a refund check in 10 to 15 business days from the date the escrow account was deleted for both taxes and insurance.

Mortgage guaranty insurance/private mortgage insurance overview

What is mortgage insurance and when is it required?

Mortgage insurance protects the lender from loss in the event of default. Mortgage insurance is typically required for loans with down payments of less than 20%, but the rules are dependent on the type of mortgage loan you hold.

VA loans – The VA guarantees a portion of your loan against loss and provides lenders with options to offer more favorable financing terms to qualified applicants. The VA guarantee coverage is paid up front or financed with your loan and will be required to remain in force for the life of the loan.

USDA/RHS loans – The USDA Rural Housing Service (RHS) program assists approved lenders to provide low- and moderate-income households an opportunity to own modest, decent dwellings as a primary residence in eligible rural areas. The RHS imposes an annual fee not to exceed 0.5% of the average annual scheduled unpaid principal balance of the loan for the life of the loan. The annual fee allows the agency to reduce the upfront guarantee portion. The annual fee will be required for the life of the loan. RHS annual fees are paid on an annual deferred basis, which means the first annual premium will be paid after the loan has been active for 12 months.

FHA loans – An FHA loan is a mortgage loan insured by the Federal Housing Administration. FHA insurance enables lenders to offer more attractive interest rates with less stringent and more flexible qualification requirements. The FHA is an agency within the US Department of Housing and Urban Development (HUD). Depending upon the loan amount, term and loan-to-value ratio, FHA premiums may be required for the life of the loan, or there may be specific minimum term for premium payment, before the premium collection can be discontinued.

To learn whether your loan is eligible for FHA premium cancellation, please contact Customer Service at 800-295-5744. Representatives are available Monday through Friday from 8:30 am to 7 pm ET.

Borrower-paid private mortgage insurance (PMI)PMI is required on conventional loans when a borrower doesn't have the standard 20% down payment amount when purchasing a home. PMI can be discontinued when certain requirements are met.

Lender-paid private mortgage insurance (LPMI)LPMI is another option when a borrower doesn't have the standard 20% down payment amount when purchasing a home. The mortgage insurance is paid either up front or with a higher interest rate, and then the mortgage lender pays for your mortgage insurance. With LPMI, the private mortgage insurance terminates only when the mortgage is refinanced, paid off, or otherwise terminated.

Borrower-paid private mortgage insurance (PMI)

Can I cancel my PMI?

Not all loans are eligible for PMI cancellation. Loans that are eligible have specific guidelines that may change at any time.

Single family dwelling mortgage loans secured by a primary residence and closed after July 29, 1999, are covered under the Homeowner's Protection Act (HOPA) of 1998. The Act gives customers the right to request PMI deletion once the Loan to Value (LTV) ratio reaches 80%. PMI will automatically terminate once the loan reaches its scheduled 78% date as long as the loan is current.

When is a Broker's Price Opinion (BPO) or appraisal needed?

A BPO or appraisal may be needed when a requirement exists to:

  • Demonstrate the property value has appreciated and will reduce the loan-to-value sufficiently enough to qualify for PMI removal, or
  • Demonstrate the property value has not declined since loan origination

Once a request for PMI deletion is submitted, additional information will be provided in writing if a valuation will be required.

Why must BB&T order the BPO or appraisal for me?

Federal regulations require that if a valuation is completed, the appraiser or real estate broker must be engaged directly by the financial institution or its agent. This pertains to all financial institutions—not just BB&T.

Who is responsible for the cost of the BPO or appraisal?

The valuation must be ordered by and done for BB&T at the expense of the borrower.

Will my PMI automatically terminate?

If your loan closed on or after July 29, 1999, and is secured by your primary residence, then your PMI will automatically terminate on the applicable termination date as long as you're current on your mortgage loan payments.

The applicable termination date is either:

  • The Automatic Termination date, which is the date on which the principal balance of the mortgage is first scheduled to reach 78% of the original value of the property, or
  • The Final Termination/Midpoint date, which is the first day of the month following the date that the mid-point of the mortgage loan amortization period is reached (if the requirement for private mortgage insurance hasn't already been canceled or terminated prior to that date). For example, if your loan term is 360 months, the midpoint of the loan would be the 180th month.

If your loan closed before July 29, 1999, and if it's secured by your primary residence or second home, then your PMI is eligible to be terminated on the Final Termination/Midpoint date.

There are no fees associated with the automatic termination of PMI.

Please be aware that the information provided here isn't an implied guarantee that your loan meets the mortgage insurance cancellation guidelines. According to the Homeowners Protection Act of 1998, examples of conditions that would prevent the cancellation of mortgage insurance include, but are not limited to: a non-owner occupied residence, multi-family residences, a non-qualifying payment history or a decline in property value. Some investors and states have different rules regarding the cancellation of mortgage insurance. Those rules may be more or less restrictive than those described above. In addition, loans categorized as high risk may also have different cancellation guidelines.

Where do I send my written request for PMI review?

A request may be submitted by mail or fax to:

BB&T Mortgage
Attention: PMI Review
PO Box 2068
Greenville, SC 29602-2068
Fax number: 252-293-9070

If you have any questions, we encourage you to please contact customer service at 800-295-5744. Office hours are Monday through Friday, 8:30 am to 7 pm ET.

Insurance claim checks

What do I do if I receive an insurance claim check?

In the event your insurance company has processed your claim and issued you a loss claim check, please contact Loss Claims at 888-882-1827 so we may determine the best way to process your check. You can mail your check to:

Branch Banking & Trust Company
Loss Draft Correspondence
PO Box 6501
Springfield, OH 45501

Overnight Mailing Address:

Branch Banking & Trust Company
Loss Draft Correspondence
One Assurant Way
Springfield, OH 45501

Representatives are available Monday through Friday from 8:30 am to 5 pm ET.

Why is BB&T listed on my insurance claim check?

BB&T has a vested interest in your property. Your insurance company is legally required to list BB&T as an additional payee on any claim checks.

Why wasn't I notified that my documents weren't accepted?

The processing time for document review is 48 hours. If you haven't been notified within this time frame, please call Loss Claims at 888-882-1827. Representatives are available Monday through Friday from 8:30 am to 5 pm ET.

Why do I have to wait for an exception to be reviewed and approved?

As this is an exception to our standard policies and procedures, it will take some additional time to review your request. Exception requests will be reviewed and completed within 5 business days.

Why does BB&T require an inspection?

BB&T has a vested interest in your property, and we want to ensure that your home is repaired to the original condition or better than before the loss occurred.

Why can't email be used for documents?

Unfortunately, emailing documents isn't an option for us at this time. Digital enhancements are under consideration.

Mortgage home loan disaster assistance

What can I do before a disaster strikes?

Here are some helpful tips for preparing for a disaster before it strikes:

  • Put together a family evacuation plan and emergency kit—see the helpful links in National Resources below for valuable information
  • Protect your insurance policy and other important documents by placing them in a secure location
  • Confirm your home owners' insurance coverage
  • Make an inventory of the valuables and other items in your home

National Resources

What can I do after a disaster strikes?

Your safety is very important to us, so once you and your family are safe:

Contact your insurance company and file a claim

If you have questions before or after talking to your insurance company regarding the hazard claim process, contact our Insurance Claim Team at 888-882-1827. Representatives are available Monday through Friday from 8:30 am to 5 pm ET.

For additional questions on insurance claim checks, visit InsuranceClaimCheck.com (opens in a new tab), or view the "Insurance claim checks" section above.

For payment assistance

Contact us at 800-827-3722, option 9; representatives are available Monday through Friday from 8 am to 7 pm ET.

Immediate payment relief can be provided to you in the form of a 3-month forbearance, which is a reduction or suspense of payments and is renewable in 3-month increments for up to 12 months.

Additional contact information

FEMA assistance

You may be eligible for additional assistance through FEMA. You can apply:

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Make an informed choice for your future

Loans, lines of credit and credit cards are subject to credit approval.

Insurance products and services are offered by McGriff Insurance Services, Inc.; Crump Life Insurance Services, Inc.; DBA BB&T Life Insurance Services; and BB&T Insurance Services of California, Inc., wholly owned subsidiaries of BB&T Insurance Holdings, Inc.

Securities and insurance products, sold offered or recommended are:

  • Not a deposit
  • Not FDIC-insured
  • Not guaranteed by the bank
  • Not insured by any state or federal government agency
  • May go down in value

Branch Banking and Trust Company is a Member FDIC and an Equal Housing Lender. Equal Housing Lender icon