Frequently Asked Questions about your Mortgage

Q: I’m hesitant about giving my personal information. Is this site secure?
A: Our site uses secure Internet protocols when transferring sensitive information. If you feel uncomfortable providing your name or Social Security number you may call us with it. For a more complete explanation of our security policies, please see our Security Statement.

Q: Do I have to enter my Social Security number?
A: Though our online system is absolutely secure, you are not required to enter your Social Security number. If you feel uncomfortable entering this information you may enter a number that is obviously false (such as 111-11-1111). We will require your actual Social Security number when you call to put your loan in process.

Q: If I haven’t found a property, can I still apply?
A: Yes. Please feel free to complete the online application leaving the subject property fields blank.

Online Application Process
Q: What happens once I submit an online application?
A: Once you have completed our online application, you will receive an email confirming that your application is complete and has been assigned to a loan processor. We will then provide contact information for your loan processor and send you a loan packet in the mail. You will need to complete and return the loan packet with the required documentation. From there, you will automatically receive email status updates as your loan moves through the process. Please see our Loan Process page for more details about the online process.

Q: I’ve submitted my application, but I haven’t received a response.
A: It may take a few days for us to review your documentation. If you feel it has been too long without a response, please feel free to contact us by email or by phone at (866) 422-1616.

Q: How long will it take to close this loan?
A: Generally, we can close your loan within three to four weeks. However, if you delay in returning your documentation, or there is a problem with your title work or appraisal, the process may take longer.

Q: What documentation will I need to close this loan?
A: For a complete list, please see our Application Checklist described under the Loan Process in our Home Loan Help Center.


Rate Questions
Q: Can I view current rates without completing the entire online application?
A: Yes. Answer a few questions under “Today’s Rates” to get a customized quote with our current rates.

Q: Does completing an online application automatically lock in a rate?
A: No. Once you put your loan application in process, you can call in and lock a rate between 9 a.m. and 3 p.m. PST, Monday through Friday.

Q: How long is my interest rate lock good?
A: Discount points are based on 21-day locks. Extended lock periods are available for a fee.

Appraisal/Survey/Title Questions
Q: I have an appraisal, can I use it?
A: You can use an existing appraisal if it’s less than 4 months old, the appraiser is on our approved appraiser list, and the appraisal is reassigned in our name. Otherwise, we will require a recertification from one of our approved appraisers and a fee will apply.

Q: Do I need a survey?
A: Check with your local title company to see if a survey is required in your state. If you have a survey that is less than 10 years old, we can probably use it. Otherwise a survey will need to be ordered by your title company.

Q: Can I choose my own title company?
A: We are happy to work with any title company you request. If you do not specify a title company when you go into process, we will automatically default to one
of our providers.

Q: Can I choose my own appraiser?
A: Unfortunately, you cannot pick your own appraiser as this could present a potential conflict of interest. Our investors require that appraisals be provided by pre-approved appraisers.