TruHome Servicing Frequently Asked Questions
Q: Who is TruHome Solutions (THS)?
A: TruHome Solutions is a mortgage banking company formed in 2004. They provide several financial services including mortgage servicing. THS focuses on providing services to credit unions and they support more than 50 credit unions and regional banks, nationwide. THS oversees a loan portfolio of more than 70,000 loans totaling $11 Billion.
Q: Was Clark County Credit Union purchased by THS?
A: No, THS will be a vendor of the credit union with no ownership.
Q: Did Clark County Credit Union purchase THS?
A: No, the credit union will have no ownership in THS.
Q: Why is Clark County Credit Union moving its loan servicing to TruHome?
A: Because THS focuses their business on assisting credit unions and small to midsize banks, the credit union’s management team believes the level of member service and loan product opportunities will increase for our members. THS has a reputation throughout the mortgage industry for the standard of service and personal attention that members of credit unions receive.
Q: How will this change impact me?
A: We expect the impact on our members to be minimal. Your loan number will remain the same and you will still be able to make payments in the same way you did prior to this change. You may need to redirect your automatic payments if you pay your mortgage from another institution, and you will have to update your automatic debit form if you pay electronically from your Clark County Credit Union account.
Q: What do I need to do right now?
A: Nothing at this time. Over the next weeks, you will receive additional letters providing more details about this change. All these letters will come from the credit union except one: One will come from THS welcoming you and letting you know your account has been transferred.
Q: When will my loan be transferred?
A: The credit union is working towards having all loans transferred by the end of September 14, 2024. Online access to the new TruHome servicing site will be available on September 17, 2024.
Q: How will I know when my loan is transferred?
A: Prior to moving your loan, you will receive notifications in the mail/email from Clark County Credit Union, and THS explaining when the transfer will take place. As noted above, the current target date is September 14, 2024. In that case, your first payment to the new servicer would be the October 1 payment.
Q: Who will I call if I need assistance with my mortgage?
A: If you need assistance with your mortgage you can continue to call the phone number on your mortgage statement. Once your loan is transferred, that phone number will change, but you will still be able to obtain assistance as in the past by calling the customer service line on your statement.
Q: If I mail in payments, where should I send them?
A:It will be necessary for you to redirect the payee from “Clark County Credit Union” to “TruHome Solutions” before you make your October 1, 2024, payment. As a national servicing company, TruHome will probably be on your other financial institution’s list of payees who accept electronic payments. If this is not the case, you can set up the account using the address below:
TruHome Solutions, LLC
P.O. Box 219958
Kansas City, MO 64121-9958.
Q: If I make payments over the phone, how can I continue doing this:
TruHome will accept payments over the phone starting with your October 2024 payment.
There is no charge for this service. You can reach the payment center by calling 866-217-
6113 starting September 17, 2024.
Q: What if I make my payment through a pre-authorized automatic payment arrangement
(ACH):
A: It will be necessary for you to re-establish that arrangement with TruHome Solutions. Your
Welcome Letter from TruHome will include the form authorizing TruHome Solutions to debit
the account you designate for future payments.
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