Customer Service Information

Due to effects from Hurricane Ida, our New Orleans office is closed as we await approval from Building Management for re-entry. At this time we are working to make our Customer Service phone line operational and are currently funneling all requests through customerservice@stanmor.com email. Please be assured that someone will respond to your email as soon as possible. Thank you for your patience and we hope you and your family are safe.

Visit our website at stanmor.com for updates and for Important Steps to Receiving Disaster Assistance.

Please see below helpful FAQ’s that will answer question while waiting for a reply.

frequently asked questions

Disaster Assistance:
Payment Assistance is available!

• Initial payment suspension (Forbearance) is available for up to 90-days, if needed

• Late Charges will NOT be assessed during forbearance

• Missed payments will NOT be reported to Credit Bureaus

• Options will be available to assist you to become current when your forbearance period ends

** Please email your request for assistance to PaymentAssistance@stanmor.com to let us know your current situation and the anticipated length of time you will need payment forbearance.

Important Steps to Receiving Disaster Assistance

1. Contact your insurance company to file a claim.
2. Contact FEMA (Federal Emergency Management Agency) to register for assistance.
3. (800) 621-3362 or visit DisasterAssistance.gov
4. Contact Standard Mortgage at customerservice@stanmor.com AFTER you have filed your claim. We will be prepared to discuss how Standard will be involved in the process to restore your home.
5. When you receive your insurance loss draft check you will notice that it is co-payable to you and Standard Mortgage Corporation. As a mortgage provider, we have a financial interest in ensuring your property is restored. Please notify us as soon as you receive your check. We will give you information and forms you will need to move forward with repairing your home.

Due to COVID-19, our office is currently closed to all customer visitations
We are here to support your mortgage needs, but at this time, staff are working remotely to help keep them and and our customers safe.

a. You can access your account by visiting eStatus Connect.

b. Customer Service hours are currently M- F, 8:00 – 5:00 PM, but are subject to change given this unprecedented national emergency.

COVID-19 Guide – We are here for you:
If you’re among those financially impacted by the coronavirus pandemic, you might be concerned about how to pay your mortgage. Federal and state governments have announced plans to help struggling homeowners during this time. Please read below for information on what to do now and the options for mortgage relief.

Important things to know first

There’s help, but first assess your situation.

• If you can pay your mortgage, you should do so.

• We suggest you view this helpful video from the Consumer Financial Protection Bureau (CFPB) by CLICKING HERE.

• Review the CFPB’ S Guide to coronavirus mortgage relief by CLICKING HERE.

Unlock eStatus Connect Account
Three invalid login attempts on eStatus Connect will lock your account. To unlock your account on eStatus Connect; simply select “I Forgot My Password” from the login screen and create a new password.

Forgot My User Name and/or Password:
We recommend that you verify your user name and change your password before logging in.

• Visit ESTATUS CONNECT

• A login is not required to verify your user name and/or to change your password.

• Simply click on “I forgot my user name” and it will be emailed to you or “I forgot my password”, this allows you to create a new password.

• You will need your mortgage loan number and social security number. If you are not successful with your login after (3) attempts, your account will be locked. To unlock your account see Unlock eStatus Account in FAQ’s. For further assistance contact Customer Service by writing customerservice@stanmor.com.

Insurance:
If you are in receipt of your hazard or flood policy renewal, please provide us with this information. It can be faxed to (866) 515-7510 or mailed to the address below. To email a copy of your renewal send to customerservice@stanmor.com. If a lender placed policy is on your account you can provide proof of insurance via the internet at www.imcovered.com/stanmor. You will need the 10 digit Unique Identifier Number located at the bottom of the lender placed notification letter provided by our Insurance Department. Please ensure that all documentation provided references your loan number, and that the Mortgage-Payee Clause reads:

STANDARD MORTGAGE CORPORATION
ISAOA ATIMA
P.O. BOX 792107
SAN ANTONIO, TX 78279

If you have any questions about the requirement to provide proof of insurance for your property, please contact us at (866) 515-7503, Monday through Friday, 7:00 am to 9:00 pm Central Time.

Payments:
Register on eStatus Connect. On eStatus Connect, you can authorize your monthly payment as well as view your account information, including the posting of your payments and disbursements for tax and insurance.

Where do I mail my payment? If you use online bill pay, please update the Standard Mortgage address to the following: (This has been updated due to Hurricane Ida)

Standard Mortgage Corporation
425 Ashley Ridge Blvd, Suite 102
Shreveport, LA 71106

How do I STOP a previously scheduled ACH payment?

Please contact Customer Service at customerservice@stanmor.com with your request.

I am out of payment coupons in my book.

Please continue sending in the same payment amount until further notice to the P.O. Box listed above with your loan number noted on your check. A new coupon book should be arriving within the next 3 weeks.

Property Taxes:
• If you or your customers are in receipt of the current year’s Real Estate Tax Notice, it is no longer necessary to send these tax bills to Standard Mortgage. Standard will receive ALL tax information electronically from tax offices and tax bills will be paid prior to their due date.

• An email confirmation is sent after the tax disbursement is made from your escrow account and you can also view your account history on eStatus Connect where you will be able to view your payment and disbursement history.

You can confirm Standard’s payment of your property taxes by Register / Logging into eStatus Connect. Once logged on, select the “Loan Balances” Tab to view year-todate totals and/or select the “Payment History” Tab to view your last 24 transactions.

Payoff Request:
Please send all payoff request quotes to:

Email: PayoffRequest@stanmor.com

FAX: (504) 569-3715

Mail:

Standard Mortgage Corporation
701 Poydras Street, #300
New Orleans, LA 70139-0300

Attn: Payoff Department Please include your loan number on the request

Mortgage Interest Statements:
• On January 1st, 2021, the 2020 Form 1098 / Mortgage Interest Statement information will be available on eStatus Connect. Standard Mortgage Corporation will mail 2020 Mortgage Interest Statements on or before January 31st, 2021.

• Instructions on obtaining 2020 1098 / Mortgage Interest amount: Register or log onto eStatus Connect by selecting the eStatus Connect button on the top right hand corner of our home page. Once logged in, select the “Statement / Documents” Tab. To view or print your 2020 Year End Form 1098 / Mortgage Interest Statement, select “YE Form 1098 / Mtg Int Statement”.

Customer Service Department

Standard Mortgage Corporation
701 Poydras Street, Suite 300 Plaza
New Orleans, LA70139-0300
800.448.4190
customerservice@stanmor.com

The Right Way Home For All the Right Reasons – Local People. Local Service

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NLMS # 44912

State of Texas Department of Savings and Mortgage Lending Disclosure Complaints regarding the servicing of your mortgage should be sent to the Department of Savings and Mortgage Lending, 2601 North Lamar, Suite 200, Austin, TX 78705. A toll-free consumer hotline is available at 877-276-5550. A complaint form and instructions may be downloaded and printed from the Department’s website located at www.sml.texas.gov or obtained from the department upon request by mail at the address above, by telephone at its toll-free consumer hotline listed above, or by email at smlinfo@sml.texas.gov.