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Mortgage Borrower Resources

If you are facing challenges making your mortgage payments, there are resources available.

Log in to Online Banking

Current customers can log in or create a profile to view their accounts.

Give us a call

303-239-5130 or 855-277-2265

Find a location

Visit your local FirstBank branch to speak with a loan officer.


Existing FirstBank Mortgage Borrowers

Have questions about your mortgage? Contact us - we can help.

  • Mortgage Customer Service

    Telephone: 303-239-5130 or 855-277-2265

    Representatives are available Monday thru Friday, 8:00 am - 5:00 pm MST.

  • Correspondence and Payments
    P.O. Box 150099
    Lakewood, CO 80215-0099

Loan Modifications & Refinances

Interested in learning more about a modification or refinance of your existing mortgage? Provide some basic information and one of our loan specialists will be in touch to discuss your options.

Housing Counselor Information

The U.S. Department of Housing and Urban Development (HUD) can provide counseling and assistance.

Foreclosure Hotlines

Additional Foreclosure Assistance is available to you:

Homeowner Assistance Funds (HAF)

Homeowners with financial hardships who have been impacted by COVID-19 can apply for assistance with their mortgage payments, property taxes, utility bills, and other housing costs.

The HAF program is overseen by the U.S. Treasury Department and administered by the states, territories, and tribes. For further assistance, or additional information on your state's program, visit the National Council of State Housing Agencies website about the Homeowner Assistance Fund.

Get Homeowner Assistance Fund help.

Active Duty Servicemembers

The Servicemembers Civil Relief Act (SCRA) provides legal and financial protections to those who have been called to active duty.

The SCRA applies to the following servicemembers:

  • Active duty members of the Army, Marine Corps, Navy, Air Force, and Coast Guard;
  • Members of the Reserve component when serving on active duty;
  • Members of the National Guard component mobilized under federal orders for more than 30 consecutive days; or
  • Active duty commissioned officers of the Public Health Service or the National Oceanic and Atmospheric Administration.

The United States Department of Justice's Servicemembers and Veterans Initiative has resources for servicemembers and their families.

The Consumer Financial Protection Bureau can also provide assistance for servicemembers.

If either you or your spouse has been called for active duty - or are a financial dependent of someone who has - and you haven't made us aware of your status, contact FirstBank so we can help:

Existing FirstBank Mortgages - Frequently Asked Questions

Mortgage Payments

Can I make a payment online?

Yes. However, an online payment can only be made from a FirstBank account:

More ways to pay:
  • FirstBank offers a wide range of payment options to meet the needs of our customers and their busy lives.
  • Customers can call Mortgage Customer Service at 303-239-5130 or toll free at 855-277-2265.
  • Visit a FirstBank branch and make a payment in person.
  • Establish monthly automatic payments.
  • Mail a check to Mortgage Customer Service:
    P.O. Box 151515
    Lakewood, CO 80215
How do I set up automatic payments?

Customers can set up monthly, automatic payments to their mortgage loan by signing an authorization form allowing FirstBank to debit funds from their account. This is known as an ACH (Automated Clearing House), which is the network that processes these payments.

The ACH form must be signed by an owner/signer on the account being debited for payment. There are two ways to set up ACH payments:

  • Contact Mortgage Customer Service – call 303-239-5130 or 855-277-2265.
  • A FirstBank Officer at a local branch can provide the form and assistance.

Automatic Payments (ACH):

ACH Days for FirstBank Checking Accounts

FirstBank internal electronic payments (ACHs) can only be submitted on the 1st, 5th, or 10th of each month.

ACH Days for Non-FirstBank Checking Accounts

Non-FirstBank electronic mortgage payment (ACHs) can only be submitted on the 4th of each month.

  • A voided check or other approved documentation must be provided.
  • If a business account is being used, a signer authorization from the Bank of Account must be provided to demonstrate authorization to make transactions on the account.
ACH Submission Information
  • An ACH is submitted two business days before it posts and may show as pending on the account being debited at that time.
    • If the submission date falls on a weekend or holiday, the payment will be submitted on the following business day.
  • An ACH will only pull once a month on the scheduled submission request date.
  • If an ACH is rejected due to non-sufficient funds, it will not be submitted again until the next month.
  • If the amount of the payment is not specified on the ACH request, the current mortgage payment will be debited.
Making Changes to an Automatic Payment (ACH)
  • Changes to an existing automatic payment must be made three business days prior to the funds posting to a borrower's account.
  • If the loan's payment amount changes due to escrow analysis, a modification, or a re-amortization AND:
    • Your ACH was established by FirstBank (via the ACH Authorization form), the ACH amount will automatically update to the new payment amount.
    • Your ACH was established with a separate financial institution, or via Bill Pay, you will need to take action to update the payment amount at least two business days before the scheduled payment date.
      • For an ACH established with another financial institution, you will need to contact the financial institution and update the amount of the ACH to your new monthly payment amount.
      • For an established Bill Pay payment, you will need to update your new monthly payment amount through the Mobile App or Online Banking.

Monthly Mortgage Statements

Where can I find my statement online?

If you are enrolled in Online Banking, your statements can be found under the eStatements link in the "Accounts" tab. Login to Online Banking to view your eStatements.

Annual Escrow Analysis

What is an Escrow Analysis?

Most homeowners with a mortgage also have an escrow account with their mortgage lender. This escrow account is set up to pay your property taxes, homeowners, and/or flood insurance premiums.

Each year, we review activity in your escrow account for the past 12 months and create projections for the next 12 months to make sure there's enough money in it to cover your taxes and/or insurance premiums. We will then send you a summary statement of this report, called an Escrow Analysis. This determines the amount you need to pay into your escrow account as part of your monthly payment so we can pay your taxes and/or insurance expenses for the next year. The total amount then gets split up over 12 months and added to your monthly mortgage payment, where we collect and hold the funds to pay property taxes and insurance on your behalf.

Many borrowers will see higher property taxes and insurance premiums when real estate prices rise. Because of this, many mortgage borrowers are likely to experience a shortage of funds in their escrow accounts.

If there is a shortage, FirstBank will notify you by mail via your annual Escrow Analysis. You then have the following choices:

  • FirstBank resolves most shortages by spreading your escrow shortage over the next year in twelve installments, increasing your monthly escrow payment.
  • While not required, you may choose to pay your entire shortage in one lump sum.

Either option can still result in an increase in your monthly payment. Please note that Federal regulations limit what FirstBank can collect toward escrow payments.

There are things you can do before receiving your next Escrow Analysis to manage your escrow account:

  • Review your mortgage statements: Escrow balances and payments can be found on your monthly mortgage statement, where you can monitor your actual escrow payments versus the projections in your last Escrow Analysis.
  • Review your property tax assessment: You can see your property tax assessments and property tax calculators/levies by visiting your county assessor's website. This can help you estimate your new property tax amount.
  • Contact your insurance agent regarding any increases in annual premiums and ask if any cost-saving options are available. You can also apply any homeowner insurance refunds that you may have received from changing carriers or policies to your escrow account.
  • Make additional payments: You can make voluntary payments to your escrow account in anticipation of upcoming shortages.

There may be property tax deferral or postponement programs available to you if your property taxes are a financial burden.

Loan Payoff

What happens after I pay off my loan?

Escrow funds and principal overages will be returned within 15 business days. Note that the bank will no longer pay insurance and taxes on behalf of the borrower, and it becomes their responsibility to make those payments.

A paid in full letter will be sent to the borrower(s) along with the original promissory note and recorded release of lien:

  • Colorado borrowers - 90 days after payoff
  • Arizona borrowers - 30 days after payoff
  • California borrowers - 30 days after payoff

A final mortgage statement will also be mailed to the borrower(s).

Tax Information for Mortgage Loans

When will I receive my 1098 tax documents?

FirstBank mails original tax documents no later than January 31st. Customers with online banking can retrieve a digital copy of their mailed 1098 tax statements soon after.

Can I review tax documents online?

Yes. However, you must be the primary owner of the loan. You can view electronic copies of your tax documents in Online Banking under the "Tax Forms" tab. Login to Online Banking to view your tax documents. For security reasons, tax documents are available for online viewing only by the owner of the Taxpayer Identification Number (TIN) associated with the IRS reporting.

Have more questions?

Visit our Mortgage & Loan Statements FAQ.

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