Mortgage Customer Service 

Personal Internet Banking offers online mortgage account management 24/7. You're always in control of your mortgage account information with Personal Internet Banking. We make it easy to get information on your mortgage or Home Equity Line of Choice. View your mortgage balance, payment due date, escrow balance, or funds available on your home equity line of credit. 

To access your mortgage or home equity account details online:

1. Log on to your Personal Internet Banking account.
2. Select your mortgage or home equity account under the 'My Banking' banner.
3. Select 'Details'.
4. Select 'More Information' to access your account.

Sign up or log on to Personal Internet Banking

Mobile banking

View your mortgage or HELOC account details - including payment information, current due date, interest rate and more - on your mobile device. [@appinfo]

Find out more about the HSBC Mobile Banking app

We offer a range of convenient options to help you make your mortgage payments on time.

Your monthly payment options are:

• Automatic Payment Program - We offer a free program to automatically deduct your monthly payment from your personal savings or checking account. Find out more about automatic payments
• Online - Log on to your HSBC Personal Internet Banking account to make a free one-time payment at any time
• Pay by phone - Payments can be made over the phone free of charge. Please call Mortgage Customer Service at 1-855-527-8400 to use the automatic service or speak with a representative to process your payment
• Mail - Payments can be mailed to HSBC Bank USA, N.A. and should include the coupon portion of your billing statement. Please include your loan number on all checks and correspondence and mail to the address provided on your payment coupon
• Overnight - Payments can be sent to the following address:
  HSBC Bank USA
  Mail Stop 1270
  1 Corporate Drive, Suite 360
  Lake Zurich, IL 60047-8945

You can log on to Personal Internet Banking or mobile banking to review your due date and payment information at any time. If you have further questions about making a payment, please call us and a representative will be able to advise you of all payment options available for your loan.

HSBC Mortgage Customer Service: 855-527-8400

How will I be billed for my mortgage?

You will receive a statement in the mail each month. New customers will receive a first payment statement with your closing package. This can be used if you do not receive your first billing statement before your first payment is due. You can also go to your Mortgage or Home Equity account in Personal Internet Banking and ask to receive electronic notifications when your statements are available to review.

Log on to Personal Internet Banking or mobile banking to review your due date and payment information at any time.

If I have selected Automatic Payments as my payment option, when is my payment draft date?

Your payments will be drafted from your designated bank account on the payment due date. You can choose up to 11 days after your payment due date (indicated on your mortgage Note) that you would like the payment to be drafted. If the draft day falls on a weekend or holiday, your payment will be drafted on the next business day. 

• What types of accounts can be drafted?

Your payment can be drafted from any US based financial institution Checking or Savings account

What is your turnaround time for posting payments?

All payments are posted to your account effective the date of receipt at our Payment Processing Center.

If I don't make my mortgage payment on time, will I be reported to the credit bureau?

Payments are typically due on the first day of each month. However, we do offer you a 15-day grace period before late charges are assessed. If your payment is not received by the last business day of the month, you risk being reported to the credit agencies. Credit is reported on the 5th business day of each month to the following agencies: Experian, Transunion, Equifax and Innovis.

If I bounce a check, will the check be presented to my bank a second time?

Where applicable it may be presented a second time, but this is not guaranteed. Please check with your bank regarding their procedures.

I recently utilized Western Union to make a payment, but forgot your Western Union code city. What is it?

The Code City is Woodfield, IL.

How do I stop or make changes to my automatic payments?

If you want to stop your automatic payment, please contact us at least 30 days prior to the next draft date by any of the following methods:

Online

Email

Send a written request to: custserve@yourmortgageonline.com

Mail:

Send a written cancellation request to:

HSBC Bank USA, N.A.

Attention: Drafting

1 Corporate Drive, Suite 360

Lake Zurich, IL 60047-8945

Please note: if your next automatic payment is scheduled to occur within the next 14 days or you need to change your financial institution you should instead contact us by phone at 1-855-527-8400 to complete your request. A new authorization agreement will need to be completed for new financial institutions.

How do I enroll in the Automatic Payment Program?

Please follow the instructions on the Automatic Payment Program (APP) authorization form provided to you at closing.

Once completed, send to us by one of the following methods:

Email: custserve@yourmortgageonline.com

Online

Mail:

HSBC Bank USA, N.A.

Attention: Drafting

1 Corporate Drive, Suite 360

Lake Zurich, IL 60047-8945

If you need a copy of this form or have any additional questions, please call us at 1-855-527-8400 and one of our representatives will be happy to assist.

Will I receive confirmation of when my draft will begin?

Yes. All new automatic payment customers receive a confirmation letter informing them of the exact month of their first draft and drafting date. We recommend that you continue to make your mortgage payment as reflected in your billing statement until the confirmation letter has been received. The first draft will typically occur within 45 days of receipt of the completed authorization form. If you submit online, you will receive a confirmation email.

Can I make additional principal payments with automatic payments?

Additional principal payments can be drafted on a monthly basis along with your regular monthly payment. The additional principal amount will be the same amount each month. Please note, the overall payment can fluctuate depending on the terms of your loan.

My account should have been drafted on a specific date, but it has not been, why?

If the draft day falls on a weekend or holiday, your payment will be drafted on the next business day. Please allow 1-2 business days for the funds to clear from your checking or savings account.

What is a Loss Draft?

If you have damage to your property, please contact your insurance company about filing a claim.  When your insurance company pays the claim, they will send you a check payable to both HSBC and you.  As your mortgage lender, HSBC has a financial interest in making sure your property is repaired.

What do I do with a loss draft check?

Our Loss Draft Department will provide you with the required steps to have your check endorsed. Additional documentation may be required, including an Adjustors report, an estimate of the pending repairs and any other paperwork deemed necessary.  If the damage is minor, in most cases we will endorse the check and send to you to complete the repairs.  If the damage is significant, we will work with you to make sure the repairs are completed.

Contact the Loss Draft Department                                                                                                                

Call our Loss Draft Department at 877.592.0192, Monday – Friday 7AM – 5PM CT

Email: LOSSDRAFT@YOURMORTGAGEONLINE.com

Mailing Address:

Dovenmuehle Mortgage, Inc

Attention: Loss Draft

1 Corporate Drive, Suite 360

Lake Zurich, IL 60047

Where should I send my insurance bill?

Upload online: ihaveinsurance.com/HSBC

E-mail: HSBC@ihaveinsurance.com

Mail:

HSBC Insurance Department

PO BOX 961292

Fort Worth, TX 76161-0292

Fax: 1-855-640-4865

Please include your loan number on all correspondence.

What can I do if my preferred insurance company cancels me or no longer insures in my state?

It's your responsibility to maintain proper and sufficient insurance coverage. To protect our mutual interest in your property, we require evidence of proper insurance. Without this evidence, we're required to force place appropriate coverage.

Take action:

• Talk to your insurer. If you've received notice that your coverage won’t be renewed, ask them to reconsider. Inform them of any home improvements that may lower the cost or help with policy renewal.
• 1 to 3 months before renewal, shop around for another policy.
• Review your state’s Fair Access to Insurance Requirements (FAIR) plans. These plans offer coverage in areas that no longer sell policies.

Remember that relief is just a phone call away

Life is not always easy. We understand that, and we're here to help you. Losing a job, divorce, an illness or a death in the family are just some of the things that can cause a delay in paying your mortgage payment.

If you're experiencing, or have recently experienced, a hardship and are unable to keep up with your mortgage payments, contact us. We'll work with you to try to make the best of a difficult situation. We have established a team of Mortgage Servicing Specialists (HSBC SPOC TEAM) to provide information and assistance related to mortgage loan accounts and our loss mitigation process.

Call Our SPOC Team at 1-855-806-4657

Assistance may be available through Housing and Urban Development (HUD), a government agency that increases home ownership and supports home buying. For more information, visit www.hud.gov or call 800.569.4287.

Please be aware of Mortgage Modification Scams and Foreclosure Rescue Scams. HSBC Bank USA, N.A. should be your starting point for finding options to resolve delinquency or avoid foreclosure. Your first step is to call our SPOC Team for assistance at 1-855-806-4657.

How do I order a payoff statement?

Whether you're refinancing, selling your home or paying it off, you can request a statement in two easy ways.

Online: Log on to your Personal Internet Banking account to request an instant payoff statement.

Phone: Please call 855-527-8400. You can choose to use our automated service to request a payoff statement or speak with a Customer Service Representative. A payoff statement is generally mailed within 2 business days.

Why is the payoff statement higher than the principal balance?

The payoff statement reflects your unpaid principal balance, interest due and any outstanding fees, (i.e. late charge, escrow advances, recoverable balances, attorney fees).

Once my loan is paid in full, when will I receive my escrow account balance?

Once your loan has been paid in full, the escrow/surplus balance, if any, will be refunded to the mailing address on our system within approximately 15 business days of the payoff transaction. If you're moving, it is important you give us a new mailing address to ensure receipt of any refund.

How do I know when to refinance?

There are many factors that go into a decision to refinance. The first step is determining your financial goals. For example, are you looking to lower your monthly payment, reduce your mortgage term, consolidate bills, or take cash out for home repairs and other expenses? These are all things to be considered.

To discuss refinance options and get today's rates, call us at 1.844.472.2684.

Can I adjust my monthly payment without refinancing?

Depending on the type of mortgage you have, you may be eligible for a principal balance modification, also known as a recast. This process requires a minimum principal reduction of $10,000 and a non-refundable fee.

If you have a Home Equity Line of Choice you may be eligible to lock in a portion or all of your line at a fixed rate. This process requires your line to be in its draw period and a minimum of $5,000 to be at a fixed rate. You can have up to 3 fixed rate loans at one time and will receive a consolidated statement with one convenient monthly payment.

To talk about either of these options, please contact customer service at 1-855-527-8400. We’ll be happy to answer your questions and tell you more about the process.

Please allow up to 30 business days for your request to be completed and refer to the county website or local recorder’s office to obtain a copy of the document. 

If you have submitted the request to the incorrect mailbox, please redirect your request to the appropriate mailbox below, otherwise your request will not be processed. 

We offer various options to borrow funds from your home equity line of credit:

• Use the Move Money feature in the HSBC Mobile Banking app or Personal Internet Banking to transfers funds instantly from your Home Equity Line of Choice to your HSBC Checking Account
• Write a check; you will receive home equity checks in the mail within 2-3 weeks after closing. 

If you need to order additional checks, please call us at: 855.527.8400

Visit our Mortgage FAQ page to see the most commonly asked questions about HSBC mortgages.