Fairway Mortgage Customer Service — Expert Guide for Borrowers

Overview of Fairway’s Customer Service Structure and Channels

Fairway Independent Mortgage (originations) and Fairway’s servicing partners operate distinct customer-service channels: origination teams (loan officers, processors, underwriting) handle loan applications and rate-lock issues, while loan-servicing teams (escrow, payment processing, payoff statements, loss mitigation) manage active loan accounts. Expect to interact with a loan officer or branch originator for questions before closing and with a servicing representative after your first mortgage statement. Most lenders use a combination of phone, secure online portal, and email; prepare to use the secure portal for document exchange and any financial uploads.

Typical contact routes are: the phone number listed on your monthly mortgage statement, the secure borrower portal URL printed on letters, and the NMLS-registered loan officer contact (searchable at nmlsconsumeraccess.org). If you cannot find the right line on your paperwork, start with the customer-service phone printed on your statement and request transfer to the specific team you need (escrow, payoff, loss mitigation, or branch originator).

What to Prepare Before Contacting Customer Service

Having complete, organized documentation cuts resolution time. Always have at minimum: loan number, property address, your name as on the loan, the last 4 digits of your Social Security number, and the date of the last payment you made. For origination issues include your Loan Estimate or Closing Disclosure; for servicing issues include the most recent mortgage statement and any letters you received about escrow or default.

Bring evidence for disputed items: screenshots or PDFs of payment confirmations, canceled checks, bank statements, and correspondence (emails, letters, secure portal messages). If you will request a payoff or payoff statement, specify the “payoff date,” request the “per diem” (daily interest) and the expiration date of the payoff statement—payoff statements are commonly valid for 7–10 calendar days and will include per diem and fees charged by the servicer.

Common Issues, Procedures and Expected Timelines

Escrow shortages, payoff requests, title/reconveyance, and loss-mitigation (modification, forbearance) are the bulk of servicing contacts. Under federal mortgage-servicing rules (Regulation X, 12 CFR 1024), servicers must acknowledge receipt of a qualified written request or error notice within 5 business days and typically investigate and respond within 30 business days; complex investigations can extend to 45 days. Use these regulatory timelines when tracking response expectations.

Payoff requests: industry practice is that servicers will produce a payoff statement within 1–7 business days; always ask for the “payoff effective date” and “per diem.” For escrow analysis disputes, servicers must provide an explanation of the computation and how the shortage will be collected—expect an initial acknowledgement in 5 business days and a substantive response in 30–45 days. For loan modifications, expect an initial decision window that can range from 30 to 90 days depending on documentation completeness and investor rules.

Fees, Costs and What to Verify on Statements

Common servicer fees you may encounter and approximate industry ranges (these vary by state and servicer): payoff statement fees $0–$50, reconveyance or release recording fees $25–$200, payoff overnight or wire fees $25–$50, per diem interest calculated to the payoff date. Always verify whether the payoff includes pending escrow disbursements or insurance premiums. If a fee seems unusually high, ask for the fee schedule or the legal basis for the charge; many fees are limited by state law or investor guidelines.

When you receive a payoff or final statement, verify these line items: principal balance, accrued interest (per diem × days), escrow balance (positive or negative), late charges, corporate advances (if applicable), prepayment penalties (rare after 2009; verify your note), and the exact payoff expiration date. Request the agent’s name, direct extension, and a reference or confirmation number so you can document the conversation.

Escalation Path, Formal Complaints and External Remedies

If initial customer service does not resolve your issue, escalate in writing: (1) ask to speak to a supervisor; (2) submit a written complaint to the servicer’s executive resolution or escrow resolution unit; (3) keep copies of every written communication and note call dates/names. Pursue an external complaint if you get no satisfactory response within 30–45 days.

External escalation resources: file a complaint with the Consumer Financial Protection Bureau (CFPB) at https://www.consumerfinance.gov/complaint/ — the CFPB logs complaints, can mediate, and enforces timelines that often prompt servicers to act. You can also contact your state banking or financial regulator; search for the “state department of financial institutions” or “state banking regulator” and provide your loan and timeline. If your loan officer or originator is licensed, verify their registration and file complaints via the NMLS Consumer Access at nmlsconsumeraccess.org.

Practical Checklists (Two High-Value Lists)

• Document Checklist to Have Ready: current mortgage statement (include account/loan number), Closing Disclosure or Note, proof of payments (bank statement, canceled check), correspondence (emails, letters), property address and tax ID, photo ID, and any foreclosure/notice documents with dates and reference numbers.
• Escalation Steps and Useful Phrases: 1) Ask for a supervisor and request a written confirmation number. 2) Say “I am requesting a written payoff for [date], including per diem and the expiration date.” 3) For error disputes say “This is a qualified written request per Reg X; please acknowledge in 5 business days and provide a substantive response within 30 days.” 4) If unresolved, state you will file with CFPB and your state regulator and provide dates and evidence in your complaint.

Final Tips from a Mortgage Professional

Always document: note the date, time, representative’s name, and confirmation numbers. Use certified mail for formal dispute letters and upload copies to the servicer’s secure portal. Expect many issues to be resolved within 30–45 days if you submit complete documentation, but prepare for investor-driven timelines (Fannie Mae, Freddie Mac, VA, FHA) that can add conditional requirements.

If you need precise, current contact information for Fairway’s servicing or origination departments, use the phone number or secure portal printed on your mortgage statement, search “Fairway Independent Mortgage official website” for branch contact details, and verify loan-officer licensing via NMLS Consumer Access. For regulatory help, use the CFPB complaint portal at consumerfinance.gov/complaint/ or your state regulator’s consumer complaint page.

Why are mortgage lenders going out of business?

Mortgage and Housing Layoffs
Most of America’s largest mortgage lenders have instituted at least one round of layoffs this year. A rapid rise in mortgage rates and a big drop in origination volume has led to thousands of industry job losses in 2022 and 2023.

Whose number is 1 800 449 8767?

Complaints Learn how to submit a complaint related to the servicing of your account. If you are not satisfied with any aspect of the servicing of your account, please contact our Customer Service Department at 1-800-449-8767.

Is Fairway mortgage a good lender?

Fairway is licensed to lend mortgages in all 50 states and Washington D.C. And it’s known for having exceptional customer service. This mortgage company gets high marks in J.D. Power’s 2021 Mortgage Customer Satisfaction Study, and has a top A+ rating from the Better Business Bureau.

What is the Fairway mortgage controversy today?

The Bureau’s and DOJ’s joint complaint alleged that Fairway engaged in unlawful discrimination against applicants and prospective applicants, including by redlining majority-Black and high-Black areas in the Birmingham MSA and engaging in acts and practices directed at applicants and prospective applicants that would …

What is the phone number for fairway mortgage payment?

If you do not receive this information, please feel free to email us at [email protected] or call our Customer Experience Department toll-free at (800) 201-7544, Monday–Friday from 8:30 a.m. to 5:00 p.m. Central Time. We will be happy to send a copy of your transfer notice.

Who owns Fairway mortgage?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Fairway Independent Mortgage Corporation is a company founded and still owned by its founder and CEO, Steve Jacobson. Jacobson founded the company in 1996 and continues to lead all business operations as the CEO.
 

AI responses may include mistakes. For financial advice, consult a professional. Learn moreThe Story of Fairway Independent Mortgage CorporationFairway Independent MortgageBoard Member News: Steve Jacobson | Wisconsin School of BusinessWisconsin School of Business(function(){
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