Do you have mortgage questions? We have answers

Contact the Customer Service Department

Existing Home Loans

Contact our Customer Service Department by phone or email:
By Phone:
Monday-Friday 6:00 a.m. – 5:00 p.m. PT (excluding certain holidays)
By Email:
For questions regarding a delinquent loan or a loan modification: [email protected]
To check on the status of an existing application, email us at [email protected]

New Home Loans and Refinancing

For mortgage questions surrounding new home loans and refinancing, you can connect:
By Phone:
Express Lending
Monday-Friday 8:30 a.m. – 6:00 p.m. PT (excluding certain holidays)
By Email:
For new home loans or refinancing: [email protected]
Or, contact your nearest branch: Find a branch near you

Home Office Address

Guild Mortgage Company
5887 Copley Dr.
Floor 1, 3, 4, 5, 6
San Diego, CA 92111
(858) 560-6330
Here are some frequently asked mortgage questions.

Need a Log-in?

If you do not currently have a log-in to the My Account section of, and you want to access your loan information online, then please register for a log-in:

Already have a Log-in?

If you already have a log-in to the My Account section, and you want to manage an additional loan using the same log-in, then:
  1. Log in to your account. Log-in here.
  2. Click on the “Attach a Loan” option in the sub-navigation.
  3. Type in your 10-digit loan number in the “Add a Guild loan to your account” field.
  4. Click the yellow “Save Changes” button at the bottom of the screen.
  5. When the screen reloads, there should either be a bright green message declaring success, or a bright red error message with further instructions!

Property Tax Information

If you have an escrow account for taxes, you do not need to forward a copy of your regular tax bill to Guild Mortgage Company. If you received an adjusted or corrected tax bill, you may fax the bill to 858-492-5835 or mail it to the address below. Please note that we must receive the tax bill ten (10) business days prior to the delinquent date. If we are not given sufficient time to pay your corrected or adjusted tax bill, any penalty will be charged to your escrow account.
Mailing address:
Guild Mortgage Company
Attention: Tax Department
P.O. Box 85304
San Diego, CA 92186-5304
If your property is subject to a supplemental tax bill, the bill will be sent directly to the owner of record from the tax authority. If you choose to send the bill to Guild for payment, you must comply with the deadlines stated above. Because of the uncertainty of the supplemental tax bill, a shortage may occur if paid from your escrow account. It is your responsibility to review your Loan Activity Statement or you may call our Customer Service number at 1-800-365-4441 to verify payment of the corrected, adjusted or supplemental bills from your escrow account.
What is an escrow account?
An escrow account (also referred to as impound or trust account) is an account for paying your property taxes and insurance premiums and for any other charges.
How is my monthly escrow payment calculated?
An estimated amount, based on the previous year’s payments and an adjustment for inflation, is divided by 12 and added to your mortgage payment.
Will my monthly escrow payment change?
Your monthly escrow payment could change. If your property tax payment or insurance premiums change then your escrow payment will also change.
What is an escrow cushion?
An escrow cushion (also referred to as a reserve or target balance) is collected to cover any unanticipated disbursements or payment increases. The cushion amount may be 0-2 months of escrow payments based on federal and state guidelines and your loan documents.
What is an escrow analysis?
An escrow analysis is a review of the escrow deposits and expenses for the previous year and the projected activity for the next year. Your account is analyzed yearly to make sure the correct amount is collected to cover your property taxes and insurance premiums, and the cushion. Watch our video for details on how to read your escrow statement.
What is meant by a surplus or a shortage in my escrow account analysis?
An escrow analysis is conducted to project deposits and expenses for the next 12 months. If at any time your projected escrow balance is less than the allowable cushion then a shortage will exist. If at any time the projected escrow balance is greater than the allowable cushion then a surplus will exist.
What happens if I have a shortage?
If a shortage exists, the shortage amount is typically spread over 12 months and is added to the projected monthly escrow payment. If you choose to pay off the total shortage your monthly payment could still increase due to increases in taxes and insurance premiums.
What happens if I have a surplus?
If you have a surplus less than $50.00 the surplus will remain in your escrow account and will be used to decrease your monthly escrow payment. If the surplus is equal to or greater than $50.00 then you will receive a refund check unless your loan is delinquent. In that case, you will be asked to contact Loan Counseling to discuss ways of handling the surplus.
Why does my escrow account require a reserve?
By law, a small reserve (also called a cushion) may be collected to cover any unexpected changes in escrow payments. The cushion may be 0-2 months of escrow payments.
Why can’t you keep my surplus when it is greater than $50.00 and lower my monthly payment?
According to RESPA guidelines, a surplus equal to or greater than $50.00 shall be refunded to the borrower.
What will happen if I have an automatic payment scheduled?
If you have set up automatic payments through ACH, then the amount taken from your account will be adjusted to cover any decrease or increase starting on the effective date of the new payment. If you have set up automatic payments through your financial institution’s bill pay service, you will have to adjust future payments to the new amount due.
Loan Activity Statement | Guild Mortgage

STATEMENT DATE | The date your statement is printed. Any payments or transaction activity after this date will not be shown.

Your Paid To Date is the date your loan’s interest is paid through. The Unpaid Principal Balance is the unpaid portion of the loan amount (this does not include interest). If your loan has been modified with a deferred principal balance, it will include the non-interest bearing deferred principal. If so, you will see the amount of deferred principal in the Additional Information box. The Interest Rate is the rate of interest charged on your loan. If your loan is an adjustable rate mortgage or a modified loan that will step up to a new interest rate, the next interest rate change date will be listed here.

This section includes payment information for the next scheduled Regular Monthly Payment and any past due fees and payments. Your Regular Monthly Payment is broken down to show how it will be allocated toward principal, interest, and escrow items. Any Fees and Charges such as previously assessed late fees or Non-Sufficient Funds (“NSF”) charges that remain unpaid and any past due payments are all included in the total Amount Due. Your Escrow includes the monthly amount currently due for the payment of taxes, insurance and Optional Personal Insurance, if applicable.

This section includes all transaction activity since your last Loan Activity Statement including any fees accessed. You will see disbursements made on your behalf from your escrow account as a negative number in the payments column and any payment received from you as a positive number.

This section includes the total of all payments received since your last Loan Activity Statement and how it was applied to principal, interest, escrow, fees and unapplied account, if applicable (Paid Last Month column). Also included is the total of all payments received since the beginning of the calendar year and the corresponding application to principal, interest, escrow, fees and the balance currently in unapplied, if applicable (Paid Year to Date column).

Your Escrow Balance is the current balance of your escrow account after any disbursements made on your behalf and any deposits made into your account.

You may elect to include extra money towards principal and extra money towards your escrow account. ACH Customers: With this Loan Activity Statement format beginning January 2014, we have turned paper statements back on. You may still opt out of receiving paper statements. To opt out after making sure you can view your statement on line go to the Account Settings.
Customers that are greater than 45 days overdue will receive an additional page with their Loan Activity Statement indicating how many days delinquent the account is.
This section will show the last six months of your account history. It will show the date each payment was due, the date your payment, if received in full, was credited to your account, and if the full payment was not made the remaining amount unpaid including late fees and charges.
If you are in an approved workout and have accepted the terms of the trial, forbearance or repayment plan agreement, the alternate payment plan terms will be described in this section. You should make your payments according to this workout plan.
Delinquency Notice Example | Guild Mortgage
Was payment disbursed to my property insurance company?
Payment is made prior to the policy expiration date. This will be reflected on your monthly loan activity statement. If you are registered online your account page will reflect the last insurance payment. You can register here.
What should I do with an insurance refund check?
If you paid the premium to your new insurance company, and you received a refund from your old insurance company, then you can keep the refund check. If you did not pay the premium to your new insurance company, and if the new premium was paid from your escrow account, then you will need to send a personal check for the refunded amount to be deposited into your escrow account to minimize any shortage.
What should I do with my insurance claim check?
Please view our Property Damage process for complete details. If you have additional questions, call Customer Service at 800-365-4441, Mon through Fri 5 5 p.m.
Where do I send my evidence of insurance and my insurance billings?
All hazard insurance premium renewals, replacement policies and evidence of insurance statements should be sent to the following address. This information must be received 20 days prior to the expiration date of your existing policy to avoid any lapse in coverage.
Please note: All checks and supporting documents must be submitted by mail or Fedex. No checks or documents will be accepted at any Guild office location.
Mailing address:
Guild Mortgage Company
Attn: Insurance Department
P.O. Box 85304, San Diego, CA 92186-5304

What fees are associated with servicing my loan?

The schedule below lists common fees that could be associated with servicing a loan. This is not a complete list and is to be used for informational purposes only.

Common Servicing Fees

This fee schedule is provided for informational purposes. It outlines typical fees that could be assessed for servicing a mortgage loan.
Fee Fee Amount Fee Description
Assumption $300-$1,800 Fee charged upon completion of changing the individual(s) legally responsible for repaying a loan.
Reconveyance $0.00 Fee for services required to release (reconvey) a lien. The fee is calculated according to the Deed of Trust or Mortgage.
Recording Varies A government fee assessed for legally recording the Deed of Trust or Mortgage and other documents related to the loan. The fee is determined by the county.
Tax Penalties Varies Any fees assessed, by the county, for delinquent taxes that are the borrower’s responsibility.
Late Charge Varies Fee for payment received after the 16th of the month. The fee is as determined on the Note and is based on the amount past due.
Non-Sufficient Funds $15 Fee for processing and/or reprocessing checks returned as uncollectable. Maximum as allowed by the state.
Speedpay Varies The fee charged for making payment using any method through Speedpay, including automated phone payments, representative assisted payments and Guild website payments. Fee varies by state up to $7.00.
Foreclosure Varies Fees associated with the foreclosure process. Those fees may include, but are not limited to, attorney services, publication costs and title report and searches.
Loans must be current before funds can be applied towards the principal balance. All principal only payments must include the loan number and indication that the funds are meant to pay down principal. The payment method depends on the amount of principal only payment.
Principal only payments less than or equal to $9,999.99
Payment can be made by ACH, Speedpay, Billpay or personal check.
Principal only payments greater than or equal to $10,000.00
Payment must be sent as certified funds or by wire. Click here for wire instructions.