Frequently Asked Questions
Question: My loan was transferred from another servicer. What does that mean?
Answer: It simply means that Cascade will now be handling your loan. We will receive your loan payments, manage your escrow funds for taxes and insurance (if applicable), and provide information to you about your loan.
Question: Will my loan number change?
Answer: No. We want this transition to be as easy as possible for you, so we’re keeping your full 9-digit loan number the same. Whatever loan number appeared on the statements and letters from your previous loan servicer is what we’ll use.
Question: If I was escrowed for taxes and/or insurance with the previous servicer, will Cascade also escrow for these items?
Answer: Yes. We will continue to escrow these items for you, and you will continue to receive escrow-related notices and disclosures.
Question: If I previously had optional insurance through the previous servicer, will Cascade also provide for these items?
Answer: No. The transfer of servicing will affect the terms of or the continued availability of any mortgage life or disability insurance or other types of optional insurance products. Cascade will not be involved in the continuation of coverage. If you would like to continue coverage, please directly contact the company providing the product for additional information.
Question: If I previously had voluntary hazard or flood insurance through the previous servicer, will Cascade also provide for these items?
Answer: No. The policy you currently have with the previous servicer will stay in effect. If you choose to continue that policy, you will be responsible to pay them directly.
Question: If I was set up on auto-pay with the previous servicer, do I need to do anything to keep auto-pay going with Cascade?
Answer: Yes. Unfortunately, your auto-pay arrangement with your previous servicer can’t transfer to us. We do offer auto-pay, though, and are happy to help you sign up for it with us. The easiest way to sign up for auto-pay with us is to use our secure website, cascadeloans.com. Once you have registered and logged in on the website, select payment options. One of the options you’ll see is for recurring payments.
Please note that if you have previously set up payments through a “Bill Pay” option with your banking institution, you will need to contact them to change the payee to Cascade Financial Services (or Cascade Land Home Financing if your home is in Washington, Oregon, Pennsylvania, or Delaware). Please contact your bank directly for information on how to make this change.
Question: How can I make my payments to Cascade?
Answer: We have several convenient payment options for you.
Auto-Pay: The easiest way is to request to be set up on our auto-pay system. For no additional charge, we will automatically draft your payment from your chosen bank account every month on the recurring day of your choice (e.g., the 1st of every month, the 10th of every month, etc.).
By Mail: You may pay by check or money order. Please include your loan number with your payment. Note that we do not accept cash. Our payment remittance addresses are:
Southwest Stage Funding LLC
P.O. Box 613703
Memphis, TN 38101
First Tennessee Bank
Attn: Retail Lockbox – Southwest Stage Funding
3451 Prescott Road
Memphis, TN 38118
Online: Payments are accepted through our website, cascadeloans.com. There is no additional fee to make your payment this way. Just log-in by using your personal secure credentials and select the “Make a Payment” option on our home page. There is no charge for online payments.
By Phone: To make a payment over the phone with one of our agents, just call our Servicing Department at (866) 939-5581 during our office hours. A transaction fee may apply for payments taken over the phone. Our office hours are Monday through Friday, 8:00 AM – 5:00 PM MST.
MoneyGram: For your convenience, we also accept payments made through MoneyGram where available. Please note: While we don’t charge a fee for you to use MoneyGram’s service, MoneyGram does. MoneyGram’s fee is $5.99 per transaction. MoneyGram requires payments to be made to them in cash. To use MoneyGram, present your funds at your local MoneyGram location and let the agent know that you need to make a “cash payment.” You will then need to provide Cascade’s Receiver Code: 16370 and your loan number.
Question: Is there a charge to make a payment over the phone or through your website?
Answer: At this time, you will not be charged a fee to make your payment through our website. Payments made over the phone may incur a transaction fee.
Question: How can I enroll to have my payments auto-deducted from my bank account each month?
Answer: Enrolling is as easy as a few computer clicks. First, go to cascadeloans.com. Once you have registered and logged in, select payment options. This will allow you to set up recurring payments or a one-time payment. If you have previously scheduled a future payment, this screen will also allow you to view that payment.
Question: When is my payment considered late?
Answer: Your payment is considered late one day after the payment due date. However, late charges are assessed in accordance with the “grace period” specified in your Note or Retail Installment Contract.
Question: Can I view my account information online?
Answer: Yes. Contact us via our secure website, cascadeloans.com, and with just a few clicks you can register to see your personal account information.
Question: How can I contact Cascade with any questions I might have?
Answer: Questions about your loan can often be answered through our website, cascadeloans.com. Once you register through the website, you’ll be able to access loan information, make payments, or review notices. You may also call us at (866) 939-5581 during our office hours. Our office hours are Monday through Friday, 8:00 AM – 5:00 PM MST.
Question: How can I request a payoff statement for my loan?
Answer: The simplest way to request this information is to log in to cascadeloans.com and select the “Order Payoff” option. The payoff statement will be provided to you within 5 business days, unless otherwise required by state law.
Question: If I was working with my previous servicer on a forbearance, repayment plan, modification, short sale or deed-in-lieu, will Cascade work with me on these loss mitigation programs?
Answer: Yes. We will continue to work with you on any loss mitigation programs that were in process at the time of transfer.
Question: Will partial payments be credited to my account?
Answer: No. If we receive partial payments from you, i.e., payments in amounts that are less than what your loan agreement requires, we will hold those partial payments in a suspense account and not credit them to your loan until the amount in the expense account equals a full payment.
You may also call us at (866) 939-5581. Our hours of operation are Monday through Friday, 8:00 AM – 5:00 PM MST.