CORPORATE & INSTITUTIONAL FAQS

If you would like to update your address, phone number, contact name, or tax ID number, simply fax a written request to the attention of the Customer Service Group at (704) 715-0034.

The monthly billing statements with payment due dates of the 1^st of the month are printed on the 13^th of the month prior to the due date, therefore, any transactions posted after the 12^th will be reflected on your next billing statement.

The Other Escrow Balance indicated on the billing statement is the balance in the reserve escrow.  This reserve may consist of Replacement Reserve, Tenant Improvements/Leasing Commission, Deferred Maintenance, or other reserves.  This detail may be viewed on WIRES^TM (see below for instructions on how to access our web site).  All reserves are defined in the Mortgage Agreement or the Deed of Trust for each commercial mortgage.

Please send all audit confirmation requests to the attention of the Customer Service Group. You may fax your request to (704) 715-0034 or mail it to our correspondence address: 8739 Research Drive, URP4, NC1075, Charlotte, NC 28288-1075. Your confirmation request will be completed in 4 to 5 business days.

Our Customer Service Group is designed to complete requests from our borrowers within one to two business days.  There are exceptions, such as audit confirmations (see previous FAQ), and requests requiring loan document research.

Yes, we now offer access to loan information online. From our main page, click “How to Access WIRES” on the right of the screen. You can learn more about WIRES by reading this page. To sign up for WIRES, use the “Register for WIRES” on the right side of the screen, complete the application form, and submit it to us. We will contact you to establish your access to WIRES.

After you are registered, you will be able to view the outstanding principal balance, current escrow balances, breakdown of the monthly payment, 13 months of transaction history, year end information, reserve and tax information, and much more.

If you see something that doesn’t make sense, you can also email our Customer Service Group directly from WIRES with your account questions.

Our goal is to provide our borrowers with the highest level of customer service.  We hope you will find our new site to be a useful tool when you have questions with regards to your commercial mortgage. 

You can have your monthly commercial mortgage payment drafted from your checking account free of charge.  We will draft the monthly payment from the account you specify on the payment due date.  Simply fill out the form on our web site (click  Borrowers, Auto-draft Instructions, and Auto-draft Form) and mail it to us with a voided check, or call us at (800) 326-1334 and we can fax the forms to you.  The account being drafted does not need to be a Wachovia Bank, N.A. account in order to participate in the Auto-draft program.

You may contact a residential customer service representative by dialing (919) 881-6000 or by dialing (800) 654-9322 for our automated line, 8:30am to 5:30pm ET, Monday through Friday.

You may view the allocation of your escrows on WIRES.

From our main page, click “How to Access WIRES” on the right of the screen. You can learn more about WIRES by reading this page. To sign up for WIRES, use the “Register for WIRES” on the right side of the screen, complete the application form, and submit it to us. We will contact you to establish your access to WIRES.

After you are registered, you will be able to view the outstanding principal balance, current escrow balances, breakdown of the monthly payment, 13 months of transaction history, year end information, reserve and tax information, and much more. If you see something that doesn't make sense, you can also email our Customer Service Group directly from WIRES with your account questions. Our goal is to provide our borrowers with the highest level of customer service. We hope you will find our new site to be a useful tool when you have questions with regards to your commercial mortgage.

The Rebate to Customer represents the amount of a check or wire which was paid out of the insurance escrow, written to either the borrower or the insurance company.

Your first two payments due to Wachovia Securities will not assess late charges.  If late charges do appear on your billing statement for either of those payments, your succeeding billing statement should reflect the appropriate waiver(s).