02/01/2021: Payment Returned Email or Letter Sent to Customers Transferred to Flagstar Bank who Paid Using a Bill Pay Service

Customers whose loans were part of the Fairway bulk sale transferred to Flagstar Bank effective February 1, 2021 and remitted their monthly payment to Fairway/ServiceMac using online banking or a third party bill-pay service will receive an email or letter advising their payment has been returned to their financial institution or third party bill-pay service provider (a letter will be sent if an email address is not available).  


This notice is specifically generating each day after the prior MSP processing cycle when a customer’s bill-pay/online banking payment has been submitted to Fairway/ServiceMac (post-servicing transfer) and has been rejected back to the customer’s financial institution or third party bill-pay service (whichever is applicable).


Instructions to update the new servicer information with their financial institution or third party bill-pay service were previously provided in January within the Fairway notice of transfer letter (goodbye letter), the welcome letter from Flagstar Bank and the Fairway transfer email sent to the majority of bulk sale transfer customers.


In order for timely processing of their mortgage payment, it is critical that customers transferred to Flagstar Bank immediately take action to update the following new servicer information with their financial institution (for on-line banking) or their third party bill-pay service as follows:  


Payment details must be updated as follows:

Pay to the order of: Flagstar Bank
 Reference: Flagstar loan #__________
 Mail to/reference the: Payment Processing Department
 Flagstar Bank, P.O. Box 660263
 Dallas, TX 75266-0263


A copy of the verbiage in the email or letter sent to these customers is shown below (transferred customers have been referred to the Customer Service toll-free number of their new servicer, Flagstar Bank):



Important Information Concerning Your Transfer of Servicing and the Return of Your Online Bill Payment


Fairway Loan #___________           (January 31st and prior)

Flagstar Bank Loan #___________  (February 1st and after)


Effective February 1, 2021, the servicing of your mortgage loan transferred from Fairway Independent Mortgage Corporation to Flagstar Bank. Both Fairway and Flagstar Bank mailed transfer notices in January to inform you of this February 1st transfer. These notices provided the contact and payment information for your new servicer, Flagstar Bank.


According to our records, you attempted to make your payment through your financial institution, a bill-pay or online service or third-party provider. This payment has been returned to your bill-pay provider as the payment details need to be updated to reflect your new mortgage servicer, Flagstar Bank. You will need to contact your provider to coordinate your payment with the new payment details.


Payment details must be updated as follows:

Pay to the order of: Flagstar Bank
 Reference: Flagstar loan #__________
 Mail to/reference the: Payment Processing Department
 Flagstar Bank, P.O. Box 660263
 Dallas, TX 75266-0263


As your payment has been returned to your bill-pay provider, you may receive a payment reminder call from Flagstar Bank to alert you that your payment has not been received.


We understand that transfers of servicing may be confusing. Please be aware you are protected under federal requirements for 60 days following the February 1st servicing transfer date which provides you time to make the necessary corrections to ensure your payment is made to your new servicer, Flagstar Bank. This means that during the months of February and March, you will not be assessed late fees and you will not be negatively reported to credit agencies. 


If you have any questions concerning this information or if you would like to make your draft arrangements directly with your new servicer, please contact Flagstar Bank Customer Service Department toll-free at (800) 968-7700, Mon-Fri 7:30 am – 8:00 pm ET, Sat 7:30 am – 4:00 pm ET or go online at flagstar.com/myloans



Thank you,


Customer Experience

Fairway Independent Mortgage Corporation