Xact Loan Customer Service — Professional Guide for Borrowers

Overview: what to expect from Xact Loan customer service

As a loan servicer, Xact Loan is responsible for payment processing, escrow administration, payoff quotes, default notices and reporting to credit bureaus. You should expect clear monthly statements, an online account portal for payments and documentation, and a published process for disputes and loss-mitigation. When contacting customer service, keep in mind that servicers are governed by federal rules (Regulation X/RESPA and, for debt collectors, the FDCPA) that define timelines and borrower rights.

Good customer service from Xact Loan will include: a documented intake (ticket) number for each call or secure message; written confirmations for payment arrangements and payoff amounts; and specific timelines for any investigation. If any verbal promise is made, request it in writing or follow up by secure message so you have a record.

Contact channels, hours and what to have ready

Primary contact channels are usually: a dedicated customer service phone line, a secure account portal, and a mailing address for certified correspondence. Check the contact information printed on your monthly statement or the servicer’s secure portal rather than relying on search results; statements list your loan number, the correct mailing address for payments, and the exact phone number to reach escalations or loss-mitigation teams.

When you call or submit a portal message, have these items ready: your loan number, last four digits of the primary borrower’s SSN, the exact payment amount and date you paid (if relevant), a copy or photo of the front and back of any cancelled check or bank confirmation, and the name and badge/ID number of any representative you speak to. Document date/time of contact and the ticket/reference number; note any promised remediation and the deadline given.

Common issues, timelines and remedies

Misapplied payments, escrow shortages, incorrect payoff statements, and reporting errors are the most frequent issues. Under RESPA/Regulation X, a servicer must acknowledge a qualified written request (QWR) within 5 business days and must investigate and respond within 30 business days (some complex matters may extend to 45 days with written notice). Use certified or secure-portal messages to create a QWR trail; phone calls alone do not always create the same legal protection.

Payoff quotes typically include a valid-through date and daily interest accrual; quotes commonly expire in 7–10 calendar days. If you need a payoff for a refinance or sale, request a “good-through” date and confirm the exact payoff figure by calling and then getting a written payoff statement. Late fees on mortgages are commonly 4% of the missed payment or a servicer-defined amount stated in your note; always verify the contract terms in your promissory note and escrow analysis.

Documents to gather and how to submit them

• Loan statement or account summary (most recent)
• Promissory note and deed/mortgage (closing documents)
• Payment receipts, bank statements, or cancelled checks showing payment dates
• Escrow analysis and insurance declarations (homeowner’s policy)
• Correspondence: emails, secure-portal messages, certified mail receipts
• For hardship or modification requests: income verification (pay stubs last 30 days), tax returns (last 2 years), hardship letter, and a completed application form

Submit documents via the servicer’s secure portal whenever possible; portals maintain an auditable trail. If you must mail, use certified mail with return receipt and keep copies. For time-sensitive items (e.g., short-payoff windows), follow up by phone and ask the representative to confirm receipt in writing within 24–48 hours.

Escalation path, complaints and regulator options

If frontline customer service does not resolve the issue within the given deadline, escalate to a supervisor and request a formal review. Ask for the supervisor’s name, department, and a specific deadline. If the supervisor fails to resolve the matter, you should file a formal complaint with the Consumer Financial Protection Bureau (CFPB) online at https://www.consumerfinance.gov/complaint/ and retain the complaint confirmation number.

State banking regulators and the state Attorney General’s consumer protection office are additional escalation routes for state-chartered entities. Keep an organized chronology: dates contacted, names, ticket numbers, and copies of all documents. These records are essential if you pursue dispute resolution through regulators, arbitration or court.

Fees, payment methods and security considerations

Accepted payment methods commonly include: electronic ACH from a bank account (no fee or small fee), one-time online payments (may carry a convenience fee of $5–$25 depending on amount and processor), telephone payments (may incur a 3–3.5% fee via card), and mailed checks. If you are charged an unexpected fee, request a fee breakdown and cite your promissory note or fee schedule.

Protect your personal information: use multi-factor authentication on the portal, verify any incoming phone call by calling the number on your statement, and never provide full SSN or bank credentials over unsecured email. Xact Loan’s customer service should provide a secure upload utility or instructions for encrypted email; refuse to send sensitive documents via unencrypted attachments.

Practical best practices for borrowers

• Make payments early or set up automatic payments to avoid late fees and misapplied payment windows.
• Record all interactions (date, time, rep name, ticket number) and preserve electronic receipts/screenshots.
• Request written confirmation for any modification, forbearance, or payment arrangement before relying on it.
• When disputing a charge or reporting an error, send a QWR by certified mail or secure portal and keep proof of delivery.
• If you’re behind, immediately request loss mitigation options in writing — trial modifications often require 30–45 days for review.

Following these steps turns customer service interactions from uncertain to procedural: organized documentation paired with statutory knowledge (like RESPA reply windows) usually yields faster, cleaner resolutions. If you want, provide your specific scenario and account-type (mortgage, consumer loan, HELOC) and I will walk through the exact documents and phrasing to use in a dispute letter or QWR.