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  • Mortgage Questions & Information Requests

    Contact details and error reporting process for current First Niagara mortgage customers

    If you believe there is an error on your mortgage loan statement or you’d like to request information related to your mortgage loan servicing, you must follow these steps.
  • How to notify us in case of an error or information request

    You have certain rights under Federal law related to resolving errors and requesting information about your mortgage loan.  If you think your credit report, bill or your mortgage loan account contains an error, or if you need more information about your mortgage loan, you may send us a written letter concerning your error and/or request.  To do so you must follow the procedures described below.  Write to us as soon as possible. 

    1. Write your request, including:

    • Customer name
    • Account number and property address
    • For error resolution requests:
      • Statement explaining the error associated with your mortgage loan
    • For information requests:
      • Statement explaining the question or information needed about your mortgage loan
    • Your letter must be on a separate sheet of paper. It cannot be located on a periodic statement or bill.

    2. Send your written request to:

    First Niagara Bank, N.A.
    Attn: Customer Relations
    PO Box 1390
    Buffalo, NY 14240-1390

    What you can expect

    We will send a written acknowledgment of your request within five business days (excluding holidays). After this, we will provide the information requested or make a reasonable attempt to search for the information. In either case, we will send you a letter within 30 business days to provide the information, resolve the error, or provide further details.

    Note that if it is determined that additional research is needed, we may need to extend the response time by 15 days. In that case, we will inform you in writing before the end of the 30-day research period.

    Other mortgage loan questions

    You must submit your request in writing. However, if you have general questions about your mortgage loan, you can also contact us by phone anytime during our normal business hours.

    Customer Contact Center
    Monday through Friday 6 a.m. - 9 p.m. ET
    Saturday and Sunday 8 a.m. - 6 p.m. ET


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