Servicer Contact Options
Monday through Friday, 8:30 AM – 5:00 PM EST
From Servicer Website
We want to reassure you that we are here to provide needed relief for those customers who require financial assistance during this time.
If you have been impacted, you may be eligible for waived penalties, fee waivers, extensions, adjustments, and payment forbearance with no reflection on your credit score. If you need assistance, please contact us using the options below.
We apologize that due to high call volumes, you may experience longer wait times. You can e-mail the appropriate department below and to help expedite your request, please include a brief summary of the change in your financial situation such as unemployment, reduced work hours, or missing work due to illness along with your phone number.
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 spoke to a Dollar Bank representative about mortgage forbearance. I was told the mortgage payments that were put into the 6 month forbearance will be owed or paid back at the end of the loan and NOT at the end of the 6 month forbearance. Is that correct?
Hi Tanya, yes, this is correct. It’s called Deferment. If your loan is backed by Fannie Mae or Freddie Mac, you have to be current for the month that you request the deferment, then those skipped payments are added to the end of the loan and must be paid back if you refinance, sell or transfer title to the home.
If you haven’t already, use the Fannie and Freddie lookup tools to see if your loan is backed by FHFA. If so, the path to recovery is pretty well established. You DO NOT have to make all payments at once, and deferment should be available to most everyone.
Here are the links to see if your loan is backed by Fannie or Freddie:
Fannie Mae: https://www.knowyouroptions.com/loanlookup
Freddie Mac: https://ww3.freddiemac.com/loanlookup/