I received a notice about TruHome—what do I need to know?

Below is general information about how the transfer from Dovenmuehle Mortgage to TruHome Solutions will affect your future mortgage payments:

If you prefer to make your payments in-person at a branch:
There will be no change to our process for making your mortgage payments through our branches or call center. After the transfer to TruHome, our branch staff will gladly continue to process your mortgage payments in-person, if that is your preference.

If you prefer to make your payments by mail or through Bill Pay at another financial institution:
It will be necessary for you to redirect the payee from “Dovenmuehle” to “TruHome Solutions” before you make your next payment after August 1, 2023. As a national servicing company, TruHome will probably be in your other financial institution’s list of payees who accept electronic payments. If is not the case, you can set up the account using the address below:

TruHome Solutions, LLC
P.O. Box 219958
Kansas City, MO 64121-9958.

If you prefer to make your payments over the phone:
TruHome will accept payments over the phone starting with your August 2023 payment. There is no charge for this service. You can reach the payment center by calling 866.217.6113.

If you prefer to make your payment through the Embold website:
As of August 1, 2023, you will be able to make your mortgage payment through the credit union’s website. There will be a link on the website that will take you directly to TruHome’s web page where you can make a payment and review your mortgage information.

If you make your payment through a pre-authorized automatic payment arrangement (ACH):
It will be necessary for you to re-establish that arrangement with TruHome Solutions. Enclosed with the letter you received in July is the form authorizing TruHome Solutions to debit the account you designate for future payments. Because the transfer occurs a day prior to the date when the first payment is due, TruHome is unable to process your August 2023 payment through this pre-authorization. Therefore, you have two options for making that payment:

  • Make the August 2023 payment by check using the payment ticket you will receive in July, or
  • Sign the single-use authorization form and return it with your Automatic Payment Authorization form. This single-use authorization will allow TruHome to process your August 2023 payment electronically.

Both forms can be signed immediately and sent in prior to the transfer date. TruHome will retain the authorizations and set up the payment arrangement when the transfer is complete.

During this transitional period from August 1 to August 4, you will be unable to view your mortgage information online. If you have any questions regarding your mortgage during this time, TruHome Solutions will be happy and ready to assist you via phone at 866.217.6113 or via email at mortgageservicing@truhome.com.

Frequently Asked Questions

Is this transfer related to the change in the credit union’s name?

The transfer of servicing to TruHome is unrelated to the recent name change from Clackamas Federal Credit Union to Embold Credit Union. The credit union has been evaluating other mortgage servicers for some time, and the decision to utilize TruHome was based on their reputation for providing exceptional member service to other credit unions.

Is this happening because my loan is being sold?
No, your loan is not been 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 5:00 AM – 6:00 PM (PST)
  • Saturday 6:00 AM – 11:00 AM (PST)

How can I contact Member Services?
Contact TruHome by phone at 866.217.6113 or email mortgageservicing@truhome.com.

What is the payment mailing address?

TruHome Solutions
Mortgage Payments
P.O. Box 219958
Kansas City, MO 64121-9958

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, we recommend that you notify your hazard insurance agent of the change and that future proof of insurance should be sent to the following address:

Embold Credit Union ISAOA / ATIMA
P.O. Box 39517
Solon, OH 44139-39517

Fax: 947.622.1090

Have insurance documents from your insurance agent? Upload them here, via Express Insurance!

Can I make a payment over the phone?
Yes, payments can be processed over the phone by calling 866.217.6113. 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 at https://www.emboldcu.org. Select the “Payments” tab and then select “Auto Draft Payment” from the drop-down menu. You can also contact our Member Services department at 866.217.6113.

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 the 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?
Any payments that are less than the required monthly amount will be held in a separate account until the full payment is received. Once you make that payment, you will be able to make additional payments to reduce the balance whenever you like. You can do so with a credit union staff member or through Embold digital banking.

If you’d like, you can also set up your loan on a bi-weekly payment schedule. There is no charge for this service. If you are interested in doing so, please contact Member Services at 866.217.6113 and we will be happy to assist.

Can I pay my monthly mortgage with a credit card?
Unfortunately, we cannot accept credit cards to make payments. Monthly payments must be made using one of the methods below.

  • ACH (automatic withdrawal) from a checking/savings account
  • Mortgage Servicing website
  • Payment processed over the phone with Member Services at 866.217.6113
  • Mail 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
  • Visit your favorite branch location

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 our website at https://www.emboldcu.org, 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 keep in mind, it may take three to four days for this change to take effect.