Coronavirus Mortgage Forbearance Information

Servicer Contact Options

To Request a Forbearance

Call 888-513-5955 Monday-Friday, 7:30 a.m. t 5:30 p.m., Pacific Time
Or visit to submit your request online.

To Make Payment and Cancel Forbearance

If time is of the essence, it is best to make your payment and request forbearance cancellation through your online servicing account.

To set up an online account, visit

Or you may make your payment and cancel your forbearance over the phone by calling 1-800-701-4397, Monday-Friday, 7:30 a.m. to 5:30 p.m., Pacific Time.


From Servicer Website

Forbearance is intended for borrowers experiencing financial hardship resulting from COVID-19 which has impacted their ability to make their mortgage payment, such as unemployment, a reduction in work hours, or the illness of themselves or a family member. Borrowers experiencing such hardship are eligible for an initial 90-day forbearance.

Important to Know

  • Forbearance does not forgive your payments. At the end of the forbearance period, you will need to bring the loan current or enter into a repayment plan or loan modification.
  • Forbearance may impact your ability to obtain a new mortgage or refinance an existing mortgage. Your credit report will read “Loan in Forbearance” for the missed payments. If you still have stable income that can be documented, you may want to consider refinancing your remaining loan balance to lower your rate and payment, as an alternative to forbearance.

Frequently Asked Questions

What happens after the forbearance period ends?  Our servicing department will contact you at least 30 days before your forbearance period ends. Borrowers with returned financial ability may pay the missed payments in a lump sum or enter into a repayment plan that will add an additional amount to their regular payment until the past due amount is paid. Borrowers with permanently impaired financial ability will be worked with to find the best solution, which could be a loan modification, a short sale, or a deed in lieu of foreclosure.

Can I add my skipped payments to the end of the loan?  FHA and VA loans provide for this option. Conventional loans which are backed by Fannie Mae and Freddie Mac do not automatically default to this option. See previous FAQ.

How is my credit affected?  Your credit report will indicate “Loan in Forbearance” on the missed payments. Your credit score will not be affected.

Will I have to pay late charges?  No late charges will be charged during the forbearance period.

What if I have automatic payment drafting?  Borrowers under forbearance will have their automatic payments suspended.

Is there a cost for this?  There is no cost for the forbearance. Once the forbearance period is complete, if you are not able to reinstate the loan, there may be costs associated with a repayment plan or loan modification agreement.

If you have forbearance questions and would like to speak to a certified housing counselor, please call the Hope Hotline at


Please ask questions or report your experience with this servicer below. Your feedback will help other homeowners navigate homeownership preservation options. REMEMBER: Ask for everything in writing to protect yourself against surprises.


  1. Paul on April 24, 2020 at 8:35 pm

    In forbearance now with aim loan, just got a call from one of their loan officers “threatening” that my credit may be affected by the forbearance and make sure I knew that before going through with the forbearance. I wonder if this is a scare tactic? but everything else I’m reading says credit won’t be affected. Anyone else have this call?

    • Forbearance Report on April 24, 2020 at 9:28 pm

      Hi Paul, it’s very strange that a loan officer would call you and tell you that, but it’s not exactly a scare tactic. The CARES Act does not allow the lender to report late payments during this time, but the fact that your loan is in forbearance is reported to your credit report. This will impact your credit score temporarily because the mortgage will be excluded from the credit scoring model while in forbearance. In short, you’re not getting credit for the positive payment history.

      We actually did an interview with a credit preservation company earlier this week and discussed this exact issue –

      Hope this helps?

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