Frequently Asked Questions

• Who is TruHome Solutions?

  TruHome Solutions is a credit union service organization that specializes in offering personalized member mortgage servicing. They know and understand credit unions and our members.

• Why is my loan being processed by TruHome Solutions?

  After considering several options to accommodate Listerhill Credit Union's mortgage growth, the strategic decision was made to begin working with TruHome Solutions, a trusted credit union service organization that specializes in offering personalized mortgage servicing for credit unions.

  Listerhill continuously strives to streamline and improve the services offered to our members and TruHome Solutions knows and understands credit unions and the unique relationship we have with our members.

  By working with TruHome Solutions, Listerhill members will have access to new online features such as principal only payments, additional escrow payments, escrow analysis and amortization schedules - to name a few. Members will also have access to longer hours and more resources to answer any mortgage questions.

  Please note: we are NOT selling your loan. Only the servicing portion of your loan is being processed by TruHome Solutions.

• Is this happening because my loan is being sold?

  No, your loan is not being sold. The decision to transfer servicing to TruHome was entirely about improving member service.

• What are TruHome's business hours?

  The Member Services Department at TruHome is open:

  Monday-Friday from 7 AM-8 PM CST

  Saturday from 8 AM-1 PM CST

• How can I contact Member Services?
  • Contact TruHome by phone at 844-203-3642, fax 866-949-1690 or email mortgageservicing@truhome.com.
  • ¡Hablamos Espanol!
• What is TruHome's payment mailing address?

  TruHome Solutions

  Mortgage Payments
  

  P.O. Box 219958
  

  Kansas City, MO 64121-9958
  

• Can I make a payment over the phone?

  Yes, payments can be processed over the phone by calling 844-203-3642. There is an option to speak with an agent or complete the payment via their automated phone system. There is no charge for this service.

• Can I set up a mortgage payment for automatic draft?

  Yes, automatic payments can be set up on our website here. Select the "Payments" tab and then select "Auto Draft Payment" from the drop-down menu. You may also contact TruHome Member Services at 844-203-3642.

• When should I expect to see the payment deducted from my account, if my payment is set up on automatic draft?

  Payments that process automatically take up to 48 business hours to clear that account from which the funds are drafted. The date the payment is scheduled to draft is the date the payment will reflect as being applied to the mortgage. If the date falls on a holiday or weekend, the mortgage payment may take longer to process.

• Will I be able to make partial payments on my loan?
  • If your mortgage closed on or before January 16th, 2024, then in the vast majority of cases any partial payments received will be applied to your loan immediately. In very, very limited cases, any payments that are less than the required monthly amount will be held in a separate account until the full payment is received, then the payment will be applied.
  • If your mortgage closed on or after January 17, 2024, then any payment that is less than the required monthly amount will be held in a separate account until the full payment is received, then the payment will be applied.
• Can I pay my monthly mortgage with a credit card?

  Unfortunately, TruHome cannot accept credit cards to make payments. Monthly payments must be made using one of the methods below.

  • ACH (automatic withdrawal) from a checking or savings account.
  • Website: mtgserv.com/listerhill
  • Payment processed over the phone with TruHome Member Services at 844-203-3642.
  • Mailing a check. (Please remember to include the tear-off coupon at the bottom of each monthly mortgage statement.)

  • Bill Pay services from another financial institution.
  • Visiting your preferred Listerhill branch.
• Will I receive a coupon book?

  No, you will receive a monthly mortgage statement with a coupon attached once the mortgage payment has been received.

• How can I sign up for online statements?

  By visiting Listerhill's mortgage site here, you can select the "Statement and Documents" tab and then select "Mortgage Statements" from the drop-down menu. From there, you will see a button to select electronic statements.

  Please note, it may take three to four days for this change to take effect.
  

• Why can I not see my mortgage in the Listerhill Mobile Banking app and Online Banking?

  Unfortunately, when the transfer occurs, mortgages will not be displayed on Listerhill's mobile banking app or online banking, but we are working to bring that functionality ASAP. 

  In the meantime, please visit mtgserv.com/listerhill to view all mortgage information and payment options.

• Why does my mortgage loan show as paid off in the Listerhill Mobile Banking app and Online Banking?

  As part of the servicing transfer to TruHome, your old loan suffix had to be paid off. Unfortunately, at this time mortgages will not be displayed on the mobile banking app or online banking, but we are working to bring this functionality ASAP.

  In the meantime, please visit mtgserv.com/listerhill to view all mortgage information and payment options.

• Will this transfer impact my hazard or homeowners' insurance?
  • It is important to protect your investment with adequate insurance coverage. It is also a requirement of your mortgage contract to maintain hazard insurance on your home at all times. Adequate insurance is an amount that is at least equal to the outstanding principal balance of your loan or the replacement cost value of your structure. If your insurance premium due date is approaching, you may receive a letter from TruHome requesting proof of insurance. Proof of insurance is a document from your insurance company verifying that a policy has been obtained for your property including the policy amount and coverage dates. A copy of the declaration page is sufficient proof of insurance in most instances and can be emailed to insurance@truhome.com. This is usually the first page of your policy, tells the amount of coverage and shows the requisite details of the policy.
  • Once the transfer is complete, TruHome will notify your hazard insurance company of the change. Further proof of insurance should be sent to the following address:

  Listerhill Credit Union ISAOA/ATIMA

  P.O. Box 39517
  

  Solon, OH 44139-39517

  Fax: 947-622-1090

  • Have insurance documents from your insurance agent? You may upload them here via Express Insurance.
• What if I prefer to make my payments in-person at a branch?

  Our branch staff will gladly process your mortgage payments in-person, if that is your preference.

• What if I prefer to make my payments by mail or through Bill Pay at another financial institution?

  As a national servicing company, TruHome will probably be in your other financial institution's list of payees who accept electronic payments. If not, you can set up the account using the address below:

  TruHome Solutions, LLC

  P.O. Box 219958
  

  Kansas City, MO 64121-9958
  

• What if I prefer to make my payments over the phone?

  You can reach TruHome's payment center by calling 844-203-3642.

• What if I prefer to make my payments through the "Pay Your Loan" link on the Listerhill website?

  Unfortunately, after the transfer you will not be able to use this link to pay your mortgage. However, you can visit here to view all mortgage information and payment options.

• What if I prefer to make my payments through the Listerhill Mobile Banking app or Online Banking?

  Unfortunately, when the transfer occurs, mortgages will not be displayed on our app or in online banking, but we are working to bring that functionality ASAP.

  In the meantime, please visit here to view all mortgage information and payment options.

• What if I prefer to make my payments through a pre-authorized automatic payment arrangement (ACH)?

  Please contact TruHome at 844-203-3642 to set up automatic payments or visit here to set them up yourself.