Citizens One Coronavirus Mortgage Forbearance Information

Servicer Contact Options

Phone: 800-456-8855
Monday through Friday from 8 a.m. to 8 p.m. ET

Online Portal: Request Deferment
Website: / Payment Relief Options


Below are forms you may need to complete to determine your eligibility for certain options.

From Servicer Website

Options to help you stay in your home

Repayment Plans
If you have the ability to resume making payments in addition to a portion of the past due payment(s), a repayment plan could work for you.

Loan Modification
If you wish to remain in your home but need to explore ways to adjust your monthly payments to bring your loan current, we may be able to modify your loan.

Experiencing a short-term hardship? We may be able to temporarily suspend or reduce your monthly mortgage payments with forbearance.

If you are current on your mortgage and wish to take advantage of lower interest rates and affordable monthly payments, refinancing may be a smart choice. Contact a home loan originator today at 1-888-207-1667 to discuss your refinancing options

Get the Assistance You Need at Our Loan Solution Center

If you’re experiencing difficulty with your mortgage payments, it’s important to contact us immediately. Our online Loan Solution Center makes it easy. To enroll, you’ll need the following information:

  • Loan number
  • Property address
  • Proof of income
  • Current bank statement
  • Itemized expenses
  • Most recent W-2
  • If you are self-employed, we will need your most recent tax return and a copy of your Profit and Loss Statement
  • A summary of your current or anticipated circumstances warranting the need for assistance

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. Margaret Koppa on December 1, 2020 at 8:07 pm

    I want to change my payment date to the 15th of the month as of this month, Please advise. I am set up for automatic payment. If this is not available to me, please cancel all future automatic paments to this account immediately.

    • Forbearance Report on December 1, 2020 at 8:21 pm

      Hi Margaret, your servicer does not monitor this website. This resource is for information purposes only. Please reach out to the servicer using their customer service or support lines. I have removed your personal contact information to protect your privacy.

  2. Warren Biddle on December 2, 2020 at 5:22 pm

    due to financial hardship need a loan modifacation need to find assist form 710 also irs 4506t asked lost mitigation 2 times they said they will mail them never received.

  3. Rich on February 12, 2021 at 2:11 am

    Did anyone have them report you to the credit agency? See your credit score drop while in a Forbearance.

    I saw a 300 point drop because of them. Anyone else?

    • Forbearance Report on February 12, 2021 at 4:16 pm

      Rich, is your mortgage government-backed or owned? If it’s owned by Fannie Mae, Freddie Mac, FHA, VA, or USDA, you have protections under the CARES Act which does not allow the servicer to report late payments while in forbearance. Most servicers are reporting a note that says the mortgage is in forbearance, and I have seen that temporarily drop credit scores because it removes the mortgage from the credit scoring model. Your scores should go back up once the note is removed and the mortgage is reporting again.

      What you’re describing sounds like something else. Have you spoken to the servicer yet? This sounds like it might be a reporting error. If it is not, I highly suggest you contact your local congressperson and State senator and report this to them. For a servicer to punish you for being in forbearance due during the COVID-19 pandemic is not right!

      It’s also possible that if your mortgage is not government-backed that your State has passed laws to protect you against this kind of thing as well.

      It’s really all going to take a conversation with as high a superviser as you can find at Citizens One and ask them to provide their policy to you in writing that says required to impact your credit like that. I think they’ll correct it for you.

      Hope this helps?

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