Frequently Asked Questions
Questions people have before they call.
Most people find us at a time when they're not sure what they need. If your question isn't here, we're more than happy to answer it over the phone or by email — we don't charge for that conversation.
General
What is escrow?
Escrow is when a neutral third party holds money, documents, or both, and only releases them according to written instructions everyone has agreed to. It's a way to make sure an agreement gets carried out exactly as intended — without either side having to rely on the other's word alone.
What is collection escrow, in plain English?
The parties involved in the agreement decide that money will change hands over time. Instead of paying each other directly and arguing later about what was paid, they appoint a neutral third party to receive the funds, apply them correctly, keep the records, and pay them out.
Are you a title company?
No. SEI is a collection escrow company. We don’t facilitate real estate closings, and we don’t prepare closing documents, deeds, or similar forms.Those come from your attorney, title company, or closing escrow company. Once your agreement is signed, we take it from there: we collect payments, track balances, and disburse funds exactly as your agreement directs, for as long as it runs.
Do I need a real estate transaction to use you?
No. Real estate is the most common use, but any agreement with written instructions and funds that need to move can be administered as a collection escrow.
Can I use SEI if I don't live in Oregon?
Yes. We can do business in all 50 states.
Who needs a collection escrow?
Anyone whose agreement calls for money to be held and paid out over time — a seller carrying a contract, a private lender, siblings splitting an inheritance, business partners working through a buyout. If there's an agreement, written instructions, and funds to hold, there's a good chance we can handle it.
Why use a neutral third party instead of handling it ourselves?
Because we protect relationships, not just process payments. A neutral third party means neither side has to keep score or chase the other for what's owed — the agreement gets followed exactly, so the people involved don't have to.
Are you the same company as Santiam Escrow?
Yes. Same people, same office, same phone number. Santiam Escrow, Inc. now operates as SEI, LLC.
Is this the same as the escrow account on my mortgage?
No. A mortgage escrow account is between you and your mortgage company, for taxes and insurance on a loan you already have. Collection escrow is different — it's a neutral party administering payments on a private agreement, like a seller-financed sale or a note between private parties.
Getting Started
How do I get started?
The easiest way is to give us a call, but you're always welcome to stop by or send us an email too. Once we know what you're working with, we'll tell you what we need and get things moving.
How do I know my account is set up?
Every account holder — whether buyer or seller — receives a new account letter confirming everything is set up. If you're on automatic draft, that letter also includes your payment date and amount. Buyers also get a set of payment coupons to use if they'd rather pay by mail.
Do all parties have to agree to use you?
Yes. We act as a neutral third party. Rather than representing one side, we follow the terms agreed upon by all parties, who sign the instructions that govern the account.
Can SEI take over an account that's currently being administered by another company?
Often, yes. Accounts change hands from one administrator to another regularly, and we handle the transfer of documents and payment history.
How do I change my account information?
Call, email, or stop by — whichever is easiest for you. All changes must be in writing and signed, so the record stays accurate and current. Coming soon: client-initiated portal account changes.
Why should SEI hold our original documents?
It's our role to safeguard the originals and have them available the moment the agreement is paid in full. Every original document is kept secure.
What's the best mailing address?
P.O. Box 515, Stayton, OR 97383 for standard mail. For overnight or express deliveries: 618 N. Second Ave. Stayton, OR 97383
What are your hours?
Monday–Friday, 8:00AM–12:00PM and 1:00PM–5:00PM Pacific. We are closed over the lunch hour.
Payments
Can I pay with a credit or debit card?
Not yet — that's coming soon. Right now, you can pay by mail, in person, or by automatic draft.
Can I make a payment over the phone?
No, we're not able to take payments by phone verbally, but we do offer electronic debit and credit for your convenience.
Do you send payment coupons?
Yes. Payment coupons and mailing labels are sent when your account opens, with a fresh supply mailed out before the end of March.
Why haven't I received my payment yet?
Payments are posted the same day they arrive, as long as they're received before 2:00 p.m. If it's been longer than that, call us — a real person will look into it right away.
Will a payment ever be held before it's disbursed?
Larger payments may be held until funds have cleared, to protect everyone in the agreement.
Do you monitor for late notices?
Yes. Late notice monitoring is available as part of our account servicing.
Statements & Records
Do you send year-end statements?
Yes. An annual statement of account activity is sent to both the buyer and the seller every January — automatically, with no need to request one.
How do I get my balance or a payoff figure?
Your year-end statement includes a full payment history. The fastest way is through your client portal. It shows your current balance, payment history, and year-to-date and year-end summaries anytime. Not enrolled yet?
You can also reach us directly:
Please include your name and account number so we can find your account quickly.
Need a payoff figure? Please allow 48 hours for payoff requests.
Can I pay off my agreement early?
Yes. Call us for a current payoff figure, and we'll walk you through what's needed to close out the agreement.
Do you report to credit bureaus?
Not yet, though we're actively working with our credit bureau partners and will share updates as that progresses. Credit bureaus haven't historically had a rating process for privately held receivables like these — but in the meantime, we can provide a verification of mortgage or a printed record of payments made.
What happens to the originals once the agreement is paid off?
They're released exactly according to the agreement's instructions.
Who can see my account information?
Information is provided only to the parties named in the agreement, and only with written authorization.
Taxes, Insurance, & Fees
How are fees collected?
We try to keep fees simple. Setup fees are usually included with the paperwork that opens the account, or taken from your first payment — and everything after that is handled automatically as part of each payment we process, so there's nothing extra for you to track. Unless other arrangements have been made, fees owed to us are accounted for first, and any final fees are included in your payoff figure before documents are released.
Will I know what something costs before you do it?
Yes. Our fee schedule is reviewed and agreed to by both parties before the account is opened, so you know the applicable fees from the start. If an account requires services outside the standard fee schedule, we'll discuss any additional costs with you before proceeding.
Do you handle property taxes and insurance?
Yes, reserve accounts are available for both. Insurance bills need to be sent to us when they're due, so we can pay them accurately and on time.
Who pays the fee?
That's set in your agreement, not by us. It can be paid by any party, or split among them, however everyone has agreed.
Complex Situations
Will SEI collect on a late or unpaid payment?
No. SEI is a neutral escrow servicing company, not a collection agency, and we do not pursue unpaid debts on behalf of either party.
Late Payment Monitoring is available as an optional, fee-based service. When requested by both parties, we can monitor for missed payments and notify both parties when a payment becomes late. Any action to collect or enforce an unpaid obligation remains the responsibility of the parties, typically with the assistance of an attorney.
Does SEI handle foreclosure if an agreement is broken?
No. That process is between the parties involved, usually through an attorney or legal representative. Our role is to administer the agreement accurately, not to enforce it.
What happens if the parties disagree about something?
We don't arbitrate, advise, or mediate. We hold everything exactly in place, keep the record clean, and wait for the parties to resolve it themselves or for a court to direct us.
What happens if one of the parties dies?
We coordinate with the estate, verify the successors, and continue administering the agreement without interruption. Accounts changing hands is common — it's routine for us, not a disruption.
Can you handle payments among multiple heirs?
Yes. Splitting payments among multiple beneficiaries is common work for us.
What if the agreement needs to be modified?
Amendments come to us in writing, signed by all parties. We don't change an account on a phone call.
What if my situation isn't like anything on this site?
The easiest way is to give us a call and describe it — you're always welcome to stop by or send an email too. Every account is unique, and building a custom approach around it is the normal case here — not the exception.
Technology & Security
Can I access my account online?
Yes, through your secure account portal, where you can view payment history, buyer and seller account information, and year-to-date and year-end summaries.
How do I know a payment or wire request is really from SEI?
We will never ask you to send funds based on a phone call or email alone with new instructions. If anything seems off, call our office directly using a number you already know — not one provided in the message itself.
What resources are in place for security?
Santiam Escrow uses multiple layers of technical and operational safeguards to help protect our systems and customer information. These protections include managed cybersecurity monitoring, advanced endpoint and ransomware protection, network firewalls with redundancy, multifactor authentication, enhanced email and phishing protection, ongoing security updates, employee security awareness training, dark web monitoring, and secure cloud backups. Our technology environment is actively monitored and supported by Kelley Create, our managed technology and cybersecurity partner.
Do you use two-factor authentication?
No.
"Working with Santiam Escrow has given me peace of mind. Payments are processed accurately, records are easy to obtain, and any questions are answered quickly and professionally."
- Susan R.
Have More Questions?
Call. We're here to help. You'll get a person, not a sales pitch. We treat you like we treat our neighbors.