Frequently Asked Questions (FAQs)
If you have questions about your loan with GenWay Home Mortgage and would like to speak to someone, please call us at (877) 845-2936. Our Homeowner Care team members are available Monday – Friday 8:00 am – 9:00 pm ET and Saturday 8:00 am – 12:00 pm ET and our Ally department is available Monday – Friday 8:00 am – 9:00 pm ET.
Standard Servicing Fee Schedule
Accessibility & Language Access
Accessibility & Language Access
Where can I read more about accessibility options?
Our Accessibility Page makes our services and our team members as easy-to-reach as possible. We`re committed to meeting your needs and making your day. Read more about it here.
Do you accept calls through the Telecommunications Relay Service?
The Telecommunications Relay Service (TRS) allows calls to be placed and received by anyone needing assistance with communication due to a hearing or speech disability. Anyone can be a happy homeowner, and we`re committed to helping that happen. TRS is available in every state, the District of Columbia, Puerto Rico, and all other U.S. territories for long-distance calls. And it won`t cost you a dime. This assistance is available through state and federal funding--that`s even more reason to smile. For more information on TRS, click here.
We`re here to help, too -
Call us: 877-845-2936 (Toll Free)
Message us: genwayhome.servicingdivision.com/msg
Hours: M-F, 8AM - 9PM ET, and Sat 8AM-Noon ET
Do you have a Care team that speaks languages other than English?
We do! GenWay Home Mortgage has on-demand Interactive Voice Response (IVR) available over the phone in Spanish, and a full Homeowner Care Team of Spanish-speaking members. And for those who have a preference outside of English or Spanish, we happily offer verbal translations in more than 95 languages.