Servicer Contact Options
Sun Trust Clients (Truist): 800-443-1032 – Select 9
BB&T Clients: (Truist) 800-827-3722 – Select 9
From Servicer Website
BB&T and SunTrust Bank Clients
BB&T already has mortgage payment relief options read and guidelines published. Below is an excerpt from a coronavirus response document available on the BB&T website.
What are my options for mortgage relief in light of the hardship caused by COVID-19?
If you’re unable to make your next payment or if you’ve already missed a payment, you can
suspend mortgage payments for an initial period of 90 days (3 months) and up to 180 days (6
months), depending on your needs. This is called a forbearance. Under this program, you won’t
be charged any late fees, and your account won’t be reported as delinquent to the credit
bureaus as a result of enrolling in forbearance. No documentation is required from you to take
advantage of this program.
To request a forbearance, call us at (800) 443-1032 for SunTrust clients or (800) 827-3722 for
BB&T clients. Please note that you might be on hold longer than usual because of high call
volumes. We’re working hard to provide alternative ways to process your request and speed up
If you can’t pay your suspended payments and/or resume your payments after the initial period,
we’ll continue to work with you. You can continue with the payment suspension through
additional time in forbearance, up to a year, or you can consider a loan modification option.
We need to talk to you to understand your personal circumstances. We have a dedicated Home
Preservation Team that can help you navigate the options that best fit your personal situation.
What’s the difference between forbearance and modification?
Forbearance is like a pause button. It lets you suspend your monthly mortgage payments for a
specific amount of time without incurring any late fees—and without being reported as
delinquent to the credit bureaus. There’s also no paperwork expected of you in using this
program for requests related to COVID-19. After the forbearance period, you’re expected to pay
all suspended payments as a lump sum with your current month’s payment. From then on,
you’d continue to pay your normal monthly payment.
Important: If you aren’t able to pay the lump sum of suspended payments at the end of your
forbearance period, there are other repayment options available to you, including a loan
modification. We have a dedicated Home Preservation Team that can help you navigate the
options that best fit your personal situation.
In the simplest sense, a loan modification restructures your existing loan’s rate and/or term to
help you retain your home despite financial difficulties, including situations to re-pay the
suspended amounts during the forbearance period. There are different considerations and
forms of loan modification, and every situation is different. Our Home Preservation Team will
help you navigate the different options and determine what’s best.
A loan modification—as opposed to forbearance—may require more paperwork. If your
account is current at the time of forbearance, there are modification programs that don’t
require additional paperwork.
What are my options if I’m current on my mortgage payments?
If your account is current, you can apply for a forbearance plan where you can suspend your
payments for an initial period of at least 90 days (3 months) up to 180 days (6 months), and in
some cases up to a year. Alternatively, you can apply for a loan modification, which would be
subject to certain criteria based on your type of loan.
Documentation is not required from you for forbearance, but it may be required for a loan
What are my options if I’m not current on my mortgage payments?
If you’ve already missed payments, you may still be able to suspend your payments for an initial
period of 90 days (3 months) or longer through a forbearance. The availability or duration of
your payment suspension options will depend on your loan type and the length of the
delinquency. Loan modification programs are also available, subject to certain criteria based on
your type of loan.
You can expect to provide additional information and documentation to obtain a loan
modification. In this case, we have to report delinquent accounts to the credit bureaus based on
the missed payments, excluding any payments that were suspended due to forbearance.
What are my next steps if I’ve already filed for forbearance?
If you’ve already applied for forbearance, we’ll email or call you to confirm your request. We’ll
also send you the documentation for your forbearance plan, as well as your post-forbearance
requirements. Throughout the forbearance period, we’ll keep in touch to discuss your situation
and options moving forward.
Should your situation change—or if you have any concerns at all—we encourage you to reach
out to our Home Preservation team for guidance.
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.