Question 1

How do I make a payment?

Accepted Answer

Use the payment portal linked at the top of this page. You can pay by ACH bank transfer, by debit or credit card (a card surcharge applies), or set up automatic monthly payments. We also accept checks mailed to our office; the address is on your monthly statement. The marketing website at moatnoteservicing.com does not process payments. The only legitimate Moat payment portal is the one linked from this page (our secure portal). If anyone asks you to send a payment to another site or address claiming to be Moat, call us first at (210) 504-8878.

Question 2

What if I am behind on payments?

Accepted Answer

Call us as soon as you can. We can take your payment, explain exactly what your note requires, and tell you where your loan stands. We are the servicer, not the lender, so any change to your loan’s terms is your lender’s decision, not ours. Calling before formal notices go out gives everyone more time. HUD-approved housing counselors offer free help; find one at consumerfinance.gov/find-a-housing-counselor.

Question 3

How do I view my payment history or get a payoff statement?

Accepted Answer

Both are available in the borrower portal. Log in with the credentials we sent at boarding. If you cannot find the credentials, email us at customersupport@moatnoteservicing.com from the email address on file and we will send a reset link. Payoff statements are typically prepared within 48 hours and emailed to you in PDF.

Question 4

How do I update my mailing address, phone, or email?

Accepted Answer

Log in to the portal and update your contact information, or email us from your current address on file. We update the records typically within 48 hours so future notices and statements go to the right place.

Question 5

How does property tax escrow work on my loan?

Accepted Answer

If your loan has an escrow account, we collect a portion of your monthly payment for property tax and insurance. We pay your county property tax bill from escrow before the January 31 due date and your hazard insurance premium when it falls due. We send you an annual escrow analysis statement showing the accrual, the payments, and any adjustment for the coming year.

Question 6

Did Moat buy my loan, or does it just service it?

Accepted Answer

Moat Note Servicing services your loan; it does not own it. The lender of record on your note is the party who carried the financing or who holds the note. Moat collects and posts your payments, manages escrow if your loan has it, and sends your statements and year-end tax forms on the lender's behalf. Questions about your balance or payment options go to Moat at (210) 504-8878.

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