Servicer Contact Options
Sun Trust Clients (Truist): 800-443-1032 – Select 9
BB&T Clients: (Truist) 800-827-3722 – Select 9
Website: Request Forbearance Online
COVID-19 FAQ: Frequently Asked Questions
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.
If you have forbearance questions and would like to speak to a certified housing counselor, please call the Hope Hotline at 995Hope.org
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.
I meant to ask about my eligibility for covid 19 emergency mortgage payment relief , that i had signed documents for last week thanks
Hi Givson, your servicer does not monitor this website, but I will try to answer your question. If your mortgage is Federally backed or guaranteed, meaning it’s a Fannie Mae, Freddie Mac, FHA, VA or USDA loan, you are able to go into forbearance for up to 180 days initially, which can be extended if you are still not able to make your mortgage payment.
You do not need to provide any documentation or proof of hardship. The CARES Act requires that forbearance be extended to you if you ask.
How do I qualify for the pymt relief program
You must contact your servicer and ask if COVID-19 related forbearance is available. If you have a Federally backed mortgage (Fannie Mae, Freddie Mac, FHA, VA, USDA) your servicer is required to follow the options offered in the CARES Act, which was passed into law on March 27th, 2020.
BB&T is not following the options under the Cares Act. The months that your in forbearance or deferment your mortgage will be accruing interest. They will also add additional months when you try to go out of forbearance. So you will pay more interest than the actual months your in forbearance. Their reason is it takes them that long to complete the documents to end forbearance. This accrued interest will then be added to your principal balance.
I second that. It took them 7 months to get out of forbearance.
To continue my last comment, BB&T is adding the total principal including interest to be paid at the end of the maturity date of the mortgage. Thus you will not only pay the scheduled interest during the months BB&T has you in forbearance, but also the months in forbearance will accumulate additional interest. Basically you will be paying double the accrued interest while in forbearance. So if your scheduled interest on the mortgage was $200.00 for the 5 months your in forbearance, thus $1000.00 will be added to your principal balance AND when your loan matures you will be paying a lump sum payment for the principal AND interest for the 5 months your in forbearance.
I would like to see a reply from the Forbearance Report to roger’s concern
If your reinstatement includes a Deferment of the principal and interest skipped while in forbearance, only the principal and interest during that time will be included in the deferred amount as a non-interest bearing note that is to be paid in full upon sale or refinance of the current mortgage. To specifically address Roger’s concerns, you should not be charged interest on the interest.
Now, just because that’s the way it’s supposed to work, doesn’t mean that the servicer cannot make mistakes. We recommend reviewing your reinstatement terms with your servicer and review your statements closely to make sure that no errors have taken place.
I am trying to get out of the forbiddance. I sent assistance package, as advised by BB&T costumer service rep, but got denied as income can’t be verified. After submitting initial package, I received a call from BBT to let me know everything was received, but paystubs (even they were in the middle of the paperwork). I resent paystubs 2 more times. I am not even sure what does “UNABLE TO VALIDATE INCOME” means as I can’t be transferred to the application processor and rep I spoke with said that she never seen it before. Oh, did I mention that “UNABLE TO VALIDATE INCOME” is the primary reason and there might be secondary , but they won’t disclose it to me? I have FHA loan. Is there regulatory agency or entity that these deliberate actions could be reported to? Do I need to hire the lawyer?
I am going through the exact same thing now! Same issues and everything…if you have any advice, please help!!
Do you know if BB&T is still honoring this program? I’ve looked into it and not sure if the CARE Acts is still in effect. I went through and applied for the forbearance about 5 days ago but still haven’t heard back yet.
Do you know if BB&T is still honoring this program? The lost and litigation department told me that the forbearance Program Option is no longer available as of OCT 2021. The Website needs to be also updated. Are there other Options under the CARE Acts that are still available that I can apply for? Please advise.
They are only offering me Flex Modification and they refuse to send me or discuss the terms and it is a 3 months trial or
for me to pay all the payments missed. I’m so tired of them threatening foreclosure. They refuse to work with me. In 26 years I had never missed a payment
I have applied for a loan modification on my mortgage due to covid….Where can I get the correct application. I can only find the one foe forbearance program. Can you please email me the correct application. Thanks in advance for your cooperation
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