Make a Payment

Online

pay now by clicking the button below

By Phone

pay over the phone

By Mail

pay by mail

Primary Residential Mortgage, Inc.
PO Box 593
Salt Lake City, UT 84110

COVID-19 IMPORTANT INFORMATION

Primary Residential Mortgage, Inc. (PRMI) is committed to helping our customers during this COVID-19 pandemic. If you are experiencing a financial hardship as a result of COVID-19 which is impacting your ability to make your mortgage payment, please reach out to our Home Retention Team at (866) 609-6552 so we can assess your individual needs and discuss available options. Our office hours are 7 A.M. - 5:30 P.M. MT.

FRAUD ALERT

PRMI has become aware of certain unauthorized third parties reaching out to PRMI borrowers claiming to be affiliated with PRMI. If you receive a suspicious text message, email or phone call from an individual alleging they are from PRMI requesting payment information or other personal information, DO NOT WRITE BACK OR ANSWER ANY QUESTIONS. IF IT IS A PHONE CALL, HANG UP IMMEDIATELY. REPORT THE INCIDENT IMMEDIATELY to our Customer Service Team at (800) 748-4424 or customerservice@primeres.com.

COVID-19 IMPORTANT INFORMATION Click to open answer

Primary Residential Mortgage, Inc. (PRMI) is committed to helping our customers during this COVID-19 pandemic. If you are experiencing a financial hardship as a result of COVID-19 which is impacting your ability to make your mortgage payment, please reach out to our Home Retention Team at (866) 609-6552 so we can assess your individual needs and discuss available options. Our office hours are 7 A.M. - 5:30 P.M. MT.

FRAUD ALERT Click to open answer

PRMI has become aware of certain unauthorized third parties reaching out to PRMI borrowers claiming to be affiliated with PRMI. If you receive a suspicious text message, email or phone call from an individual alleging they are from PRMI requesting payment information or other personal information, DO NOT WRITE BACK OR ANSWER ANY QUESTIONS. IF IT IS A PHONE CALL, HANG UP IMMEDIATELY. REPORT THE INCIDENT IMMEDIATELY to our Customer Service Team at (800) 748-4424 or customerservice@primeres.com.

General Servicing FAQs

What do I do if I'm having difficulty making mortgage payments? Click to open answer

If your loan is serviced by Primary Residential Mortgage and you're having difficulty making your mortgage payments, you may have one of the following options available:

  • Forbearance
  • Reduced Payments
  • Repayment Plans
  • Loan Modifications
  • Short Sale
  • Deed in Lieu of Foreclosure

If you would like to discuss whether any of these options are appropriate for you, you can contact a servicing representative, toll free, at (866) 609-6552.

Please be prepared to present the following info to your representative.

In order for our representatives to best serve you with these options, they will need information related to your financial situation.

  • A signed and dated explanation of the circumstances you have experienced which have caused you to fall behind, (referred to as a “hardship letter”), from each borrower.
  • A signed and dated financial worksheet. This worksheet can be mailed to you upon request. Simply contact us at the toll free number provided above.
  • The three most recent paystubs received for each borrower.
  • The two most recent year’s tax returns and W-2s for each borrower.
  • The three most recent months bank statements for each account held by each borrower.
  • If any borrower is unemployed, a copy of unemployment eligibility or explanation of benefits.
  • If any borrower is self-employed, they will need the most recent six (6) months of bank statements for both their business and their personal accounts, a copy of IRS Form 1040 for the previous year, and a six (6) month profit and loss statement that is signed by a CPA.
  • Each borrower needs to present a copy of their driver’s license.
  • If your hardship is due to an increase in expenses, provide documentation of your expenses.
  • A signed and completed request for tax transcripts (IRS form 4506-T) for the previous two years. This form can be downloaded from the IRS or mailed upon request. To request this form from us, simply contact us at the toll free number (866) 609-6552.

The Department of Housing and Urban Development (HUD) also has approved housing counselors in your area who are able to help you. You can find a HUD counselor in your area by calling (800) 569-4287.

How and when can I contact the PRMI Servicing Department? Click to open answer

Monday–Friday from 7:00 A.M. to 5:30 P.M. Mountain Time

Phone: (800) 748-4424
Fax: (800) 991-4094
Escrow Fax: (888) 798-5162
Email: customerservice@primeres.com

To view our current loan fee schedule click here.

Correspondence Address

Primary Residential Mortgage, Inc.
Attn: Customer Service
P.O. Box 16750
Salt Lake City, UT 84116

Complaints Regarding the Servicing of Your Mortgage*

Mail:
The Department of Savings and Mortgage Lending
2601 North Lamar, Suite 201
Austin, TX 78705

Toll-free Consumer Hotline: (877) 276-5550

*Applies to residential mortgage loans on real estate in Texas only.

Why can't I send a post-dated check? Click to open answer

Due to the accounting requirements for mortgage servicers, payments to our office must be processed upon receipt. Therefore, we are unable to accept a post-dated check.

What can I access and view with the online system? Click to open answer

You will need to create an account using your servicing loan number and your Social Security number. After creating your account, you will be able to view statements and account history, as well as change your mailing address. You may also make one-time payments or set up a reoccurring automated draft. Once the draft is set up, the scheduled start time will be displayed on your dashboard.

Why has my payment changed? Click to open answer

Your payment may change due to different escrow account features. Certain provisions in your loan documents may allow for payment changes. When your payment is scheduled to change, you will receive a notice and explanation of the payment adjustment.

Can I have bi-weekly payments auto debited from my bank account? Click to open answer

If you are interested in setting up auto draft payments, contact us at (800) 748-4424. Currently, our system is designed so that it only deducts payments to correspond with the terms set forth in your mortgage. Unless the mortgage provides for bi-weekly payments, we cannot deduct them from your account.

When does my account become delinquent? Click to open answer

The due date for your payments is on your mortgage. Traditionally, monthly mortgage payments are due on the first day of each month. In these cases, a mortgage payment that is not made on the first day is considered past due on the second.

Was your home recently in a natural disaster? Click to open answer

You may find general information about natural disasters financing information by downloading our brochure: Disaster Recovery: A Resource for Homeowners.

Qualified Written Request: Notice of Error & Request for Information Click to open answer

A Notice of Error or Request for Information is a request for PRMI to research an error or dispute regarding the servicing of your mortgage, or to request information or documentation regarding your mortgage.

To submit your Notice of Error or Request for Information:
  • The Notice or Request must be in writing
  • Provide the borrower’s name
  • Provide the account number
  • Describe the specific error that you believe has occurred during the servicing of your mortgage loan or describe the specific information you are seeking
  • Do NOT write your request or claim on your payment coupon
Send your inquiry in writing to the following designated address:

Primary Residential Mortgage, Inc.
Attn: Customer Service
PO Box 16690
Salt Lake City, UT 84116

Escrow and Impound Accounts FAQs

What is an escrow account, and what are the funds used for? Click to open answer

The funds in your escrow account are strictly designated to fund property taxes, hazard insurance, mortgage insurance or any other property-related assessments. Any excess funds in the account are refunded to you with a scheduled escrow analysis. Escrow funds are held in non-interest-bearing accounts, so PRMI receives no monetary benefit from these funds.

Why am I required to have an escrow account? Click to open answer

Escrow accounts may be required as one of the terms of your mortgage. The reasons for requiring an escrow account are determined through the loan origination process. Please contact us at (800) 748-4424 to discuss removing your escrow account.

Is there a way to lower my property tax or insurance premiums? Click to open answer

Insurance premiums and tax assessments are the result of independent relations between homeowners and local county assessors or insurance agents. If you contact your local county assessor, you may find there are discounts available to you. Likewise, you may shop for hazard insurance, or ask your current agent if there are better rates available.

An escrow analysis caused my payment to change. Will this happen every year? Click to open answer

An escrow analysis is performed at least every 12 months to ensure your monthly mortgage payment will be able to fund the projected escrow disbursements.

How do I pay for a shortage on my escrow account? Click to open answer

The escrow shortage may be paid at one time by mailing a separate check in the full amount to PO Box 593, Salt Lake City, UT 84110. Please reference your account number and “Escrow Shortage” on the memo line of the check.

Foreclosure Alternatives FAQs

Trouble making payments? Click to open answer

If you are facing financial difficulties - whether they are short or long term - start exploring your options today. Even if you haven't yet missed a mortgage payment, but are worried you might fall behind soon, now is the time to take action. Please call to speak to a payment assistance specialist today. You may be eligible for programs to lower your payment, making it more affordable - or if you find yourself buried under late fees and past-due amounts, you may qualify for a temporary (or permanent) solution to help you get your finances back on track and avoid foreclosure. 

What is foreclosure? Click to open answer

A foreclosure is the legal process where your mortgage company obtains ownership of your home (i.e., repossess the property). A foreclosure occurs when the homeowner has failed to make payments, and has defaulted or violated the terms of their loan agreement - usually, it's because they can't, due to hardships, such as unemployment, divorce, death, or medical challenges. 

Foreclosure proceedings vary from state to state, but often include notification to you, public notification & eventually the auction or sale of the home, resulting in numerous negative consequences such as: 

• Eviction from your home-you'll lose your home and any equity that you may have established 
• Stress and uncertainty of not knowing exactly when you will have to leave your home 
• Damage to your credit-impacting your ability to get new housing, credit, and maybe even potential employment, for many years 
• You may owe a deficiency balance after the foreclosure sale 
• Lose any relocation assistance or leasing opportunities that may be available with other options 

If you're in this tough situation, it's essential that you talk to your lender as soon as possible. There's a variety of options to help keep you in your home. The foreclosure process costs the lender a lot of money, and they want to avoid it just as much as you do. 

What are my options to stay in my home? Click to open answer

Forbearance plan - An offer to temporarily suspend or reduce your payments for a specified period of time

• Have time to improve your financial situation and get back on your feet 
• Stay in your home and avoid foreclosure 

Repayment Plan - An agreement that lets you pay the past due amount - added on to your current payments-over a specified time period to bring your account current. 

• Resolve your delinquency 
• Catch up on your past due payments over an extended period of time 
• Stay in your home and avoid foreclosure 

Loan Modification - An Agreement between you and your mortgage company to change the original terms of your mortgage-such as payment amount, length of loan, interest rate, etc. 

• May reduce your monthly mortgage payments to a more affordable amount 
• Less damaging to your credit score than a foreclosure 
• Stay in your home and avoid foreclosure 

Partial Claim (Note: This option is only available on loans insure by HUD or USDA) - You may qualify for a loan in the amount that will bring your mortgage current. The loan is considered a secondary lien that is due when you pay off your mortgage. You will be required to sign loan documents as a part of this program. 

Homeowners who are struggling with their mortgage payments are facing tough choices-do you stay in a home you may no longer be able to afford or should you try to leave? While it may be difficult to think about leaving your home and making this decision, it may be the best option if other solutions to keep you in your home are no longer viable. 

Don't just walk away from your home. There are better options. 

The most important thing is to avoid foreclosure - and options may be available to assist you if you are ready to leave your home. Some options may even offer cash incentives to help you move and transition into different housing. Now's the time to take action before it's too late.

If I have to leave my home, what are my options? Click to open answer

Short sale or pre-foreclosure sale - an agreement for the sale of the home for less than the balance remaining on your mortgage. If your lender agrees to a short sale, you can sell your home and pay off all (or a portion of) your mortgage balance with the proceeds.
 
• Eliminate or reduce your remaining mortgage debt 
• Assistance for relocation may be available 
• Start repairing your credit sooner than if you went through a foreclosure 

Deed in Lieu of Foreclosure (DIL) or Mortgage Release - an agreement where you transfer the ownership of your property to the Lender, in exchange for a release from your loan and payments.
 
• Eliminate your mortgage debt 
• May be eligible for relocation assistance 
• Start repairing your credit sooner than if you went through a foreclosure 
• Have flexibility and control over exiting your home.

How do I request assistance? Click to open answer

Call (800) 236-0125, or Email us at lossmit@primeres.com to request a Loss Mitigation Application. Please be prepared to discuss your monthly income and expenses in detail with an agent who will assist you in finding the option that’s right for you.