New American Funding Customer Care: A Practical, Professional Guide

Overview: Who New American Funding Serves and How Customer Care Fits In

New American Funding (often abbreviated “NAF”) is a privately held, full-service mortgage lender and servicer founded in 2003 by Rick and Patty Arvielo. Headquartered in Tustin, California, NAF originates a wide range of residential mortgages (Conventional, FHA, VA, USDA, Jumbo, and select Non-QM) and retains servicing on many of the loans it funds. If your monthly statement shows New American Funding as the servicer, its Customer Care and Servicing teams are the right point of contact for payments, escrow, payoff, and hardship assistance.

Customer Care at a mortgage servicer is governed by federal rules designed to protect borrowers. Under Regulation X (RESPA) and Regulation Z (TILA), servicers must handle payments promptly, respond to written error notices and information requests on set timelines, and provide annual escrow analyses. Understanding these timelines and preparing the right documentation before you call or write will accelerate resolution and help you get precise, compliant answers.

How to Contact New American Funding Customer Care

Online Account and Self-Service

The fastest route for most routine needs is the online servicing portal linked from the official website: newamericanfunding.com. From there, you can register or sign in to view your loan number, current balance, escrow activity, year-to-date interest, and recent statements. Most portals support one-time ACH payments, scheduled AutoPay, paperless statements, and secure message centers for written inquiries.

When you send a message through the secure portal, you create a time-stamped record. Keep copies of any attachments you upload (pay stubs, insurance declarations, or hardship documents) and note the confirmation number. If an issue requires formal handling under RESPA (for example, a payment application dispute or force-placed insurance concern), send your request through the portal and by mail to the designated “Qualified Written Request/Notice of Error” address listed on your statement to preserve federal response timelines.

Phone and Mail

Because departments and phone lines differ (payment support, escrow/tax team, payoff team, loss mitigation), New American Funding publishes the current phone numbers and mailing addresses on your monthly statement and on the Contact/Servicing pages at newamericanfunding.com. Always verify the number on your most recent statement before calling, as hours and lines can change. Keep a log of the date/time, the representative’s name or ID, and a brief summary of the call for your records.

If you need to mail documents, use the exact address printed for your purpose: payment lockbox for checks, escrow department for tax/insurance items, or the “Research/QWR/Notice of Error” address for formal disputes. For important items (disputes, payoff checks, or time-sensitive tax documentation), send via certified mail with return receipt. Servicers must acknowledge written error notices within 5 business days and generally resolve within 30 business days (45 days for some requests), per 12 CFR §1024.35 and §1024.36.

What to Have Ready Before You Call or Write

Accurate, complete information speeds resolution and reduces back-and-forth. Gather the documents below, and keep personally identifiable information secure.

• Loan details: Loan number (from your statement), property address, last 4 digits of the primary borrower’s SSN, and your current contact info.
• Payment proof: Bank confirmation or check image, date sent, amount, and any payment confirmation/reference ID.
• Escrow items: Latest property tax bill, insurance declarations page (HOI, flood, condo/HOA master policy as applicable), and agent contact info.
• Hardship support: Two most recent pay stubs (or P&L for self-employed), most recent federal tax return, two months of bank statements, hardship letter (1–2 paragraphs), and a household budget.
• Payoff/Subordination: Intended payoff date, buyer’s/settlement agent’s contact info, and any new lender’s subordination instructions if you’re refinancing a second lien.

Payments, Posting, Grace Periods, and Fees

Most mortgages include a grace period (often until the 15th of the month) during which you can pay without a late fee, though interest accrues daily. After the grace period, a late fee—commonly 4–5% of the monthly principal-and-interest portion—may be assessed, per your Note. AutoPay via ACH is typically free, while third-party card payments may incur a convenience fee—verify in your portal before proceeding.

By law, servicers must credit a conforming payment as of the date of receipt. If a payment is nonconforming (missing loan number, incorrect amount, or sent to the wrong address), it must still be credited within 5 business days after the issue is remedied. If you’re close to a reporting deadline, pay electronically through the official portal or via bank bill pay to reduce mail delays. Always save the payment confirmation screen or bank reference number.

Escrow, Taxes, and Insurance: What to Expect

NAF, like other servicers, performs an annual escrow analysis to true-up projected property tax and insurance disbursements. Under RESPA, the maximum escrow cushion is two months (1/6 of annual disbursements). If there’s a shortage, your statement will show the amount and options to pay in full or spread it over at least 12 months. If there’s a surplus greater than $50 and your account is current, you should receive a refund check.

To prevent force-placed insurance (which is typically more expensive and limited), ensure your insurer lists New American Funding as mortgagee and sends renewal proofs directly. Upload your declarations page in the portal and provide your agent’s email/phone to the escrow team. For tax exemptions or assessment changes, send copies of the assessor’s notice promptly; escrows are projections and rely on the most current bills.

Hardship Assistance, Forbearance, and Loan Modifications

If you’re experiencing a hardship (job loss, medical event, disaster), contact Customer Care early and ask for the Loss Mitigation department. Once you submit a complete application (“complete package”), federal rules generally provide a decision within 30 calendar days. If a complete application is received more than 37 days before a scheduled foreclosure sale, the servicer must not move for judgment or conduct a sale until you’ve been evaluated and notified.

Options may include repayment plans, short-term forbearance, payment deferrals, or permanent loan modifications. The specific options depend on investor guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA, or portfolio). Keep making payments you can afford while your application is reviewed, and respond quickly to any document requests—most documents expire after 30–60 days and may need updating.

Payoff Statements, Subordination, and Lien Release Timelines

Request payoff statements through the portal or by having your settlement agent submit the request with your loan number and intended payoff date. Payoff statements include per-diem interest and are typically valid through a “good-through” date (commonly 10–30 days). If funds will arrive after that date, ask for an updated statement to avoid a shortfall. Wire instructions should be obtained directly from NAF’s published payoff team resources—never rely on instructions forwarded by email without verification due to wire fraud risk.

After payoff clears, lien release (satisfaction) is sent for recording to your county. Recording times vary by jurisdiction; many are completed within 30–90 days. If you need expedited confirmation for a pending sale or refinance, request a copy of the recorded release or a secured letter of indemnity from the payoff/lien team once available.

Escalations, Formal Disputes, and Your Consumer Rights

For unresolved issues, submit a written Notice of Error or Request for Information to the specific Research/RESPA address on your statement. The servicer must acknowledge within 5 business days and resolve or explain within 30 business days (45 days for certain information requests). Include your loan number, a clear description, and copies (not originals) of supporting documents. Retain certified mail receipts and all correspondence.

If you need external help, you can file a complaint with the Consumer Financial Protection Bureau at consumerfinance.gov/complaint or by phone at 855-411-2372. You can also locate HUD-approved housing counseling at hud.gov (HUD counseling hotline: 800-569-4287) and the Homeowner’s HOPE Hotline at 888-995-HOPE (4673). For licensing verification, search the NMLS Consumer Access database for the company’s record (New American Funding’s company NMLS ID is commonly referenced as 6606; verify on your statement or at nmlsconsumeraccess.org).

Security and Fraud Prevention When Working with Customer Care

Mortgage servicers are frequent targets for phishing and wire fraud. Limit sensitive exchanges to secure channels and verify any request that involves money movement or personal data. Official communications will reference your correct loan number and use the company’s domain (newamericanfunding.com). If something looks off, call the number on your most recent statement before taking action.

• Never send payments to individuals or to new addresses without confirming on your statement or the official site; verify wire instructions by calling a known-good number.
• Use the secure portal for document uploads; avoid emailing full SSNs or bank numbers. Redact nonessential data on documents when possible.
• Enable two-factor authentication on your account, use unique passwords, and monitor your loan activity and credit reports.
• If you suspect identity theft or payment diversion, contact Customer Care immediately, file a police report, and place fraud alerts with the credit bureaus.

Where to Find the Most Current Contact Details

Because departments and hours can change, always rely on your latest monthly statement and the official website for current phone numbers and mailing addresses. Start at newamericanfunding.com and navigate to Servicing or Contact. For time-sensitive matters (e.g., same-day payoff funding or imminent insurance lapses), call first, then follow up in writing through the portal and, if appropriate, by certified mail to preserve your rights and timelines.

Keeping organized records—statements, confirmations, tax/insurance bills, and any correspondence—will help Customer Care resolve issues quickly and accurately. With the right preparation and an understanding of the governing timelines, most servicing questions can be resolved in a single call or within one billing cycle.