Servicer Contact Options
Phone: 866-397-5370
Online Portal: loansolutioncenter.com
Website: yourmortgageonline.com
Video: Payment Assistance Options
From Servicer Website
Hardship Assistance
We are here to help. Whether you are looking for a way to make your payments easier each month or you have already fallen behind, there are options.
We can work with you to determine the best option for your unique situation. The most important step is to contact us as soon as you can.
Even if you have not fallen behind on your payments, but are facing financial difficulties, it is never too early to reach out.
You may be eligible for a temporary forbearance plan. This option may reduce or suspend your mortgage payment for a specific period of time to allow you to recover from this hardship.
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.
A forbearance shows on our credit report when we never signed an agreement for this. We have been paying our mortgage and are current. Apparently they went ahead and put a forbearance on our account without our permission.
If you intend on continuing to pay your mortgage on-time, you should be able to ask the servicer to remove that note from your credit report. It could cause challenges if you try to refinance in the next 12 months.
We are trying to buy a new house because we have to move because my husband got a new job. Ive asked for a letter showing we paid our forebarence for over a week and cant get it faxed or emailed. Going to Arizona tomorrow to look for a new house and cant get prequalified for a loan die to not having that letter.ive called at least 6 times. I know their busy but sheesh.
Hi Annette, FHFA just released guidance on buying or refinancing while in forbearance. Based on this guidance, you would be able to qualify for a Fannie Mae or Freddie Mac conventional loan as long as you never missed a payment (even if you were technically in forbearance). Your new lender in AZ will order a payment history from your current lender to verify that payments were being made.
Here is the announcement – https://www.fhfa.gov/Media/PublicAffairs/Pages/FHFA-Announces-Refinance-and-Home-Purchase-Eligibility-for-Borrowers-in-Forbearance.aspx
I hope this helps?
What happens to the Homeowners insurance and Property taxes that are part of my monthly mortgage payments during a forbearance?
Thanks,
Does the forbearance show up on a credit report? Is there a possibility that the deferred months will be put on the back end of a mortgage?
Hi Linda, great question. If your servicer is following the law, they are not allowed to report the payments skipped during a COVID-19 forbearance. It will be reported to your credit bureaus that your loan is in forbearance due to a national emergency. At least that what we are seeing as the most common messaging.
It is important to point out also that your credit score may be impacted if you go into forbearance. We have seen scores drop between 11 and 35 points, not because the missed payments were reported, but because your mortgage has been removed from the credit scoring model temporarily. Once your loan is back in good standing, you should get back anything you lost by going into forbearance.
FHFA released guidance for all servicers of Fannie Mae and Freddie Mac loans. This is called the COVID-19 Payment Deferral option when it comes time to pay back the skipped payments. I dive deeper into this option and how to determine if you qualify in this article on FindmyWayHome.com – https://www.findmywayhome.com/coronavirus-covid-19/covid-19-payment-deferral/
Hope this helps?
on my credit report it shows i missed a payment for may 1 2023 and i was in loss mitigation period. please correct my credit correction please. loan number is 1498725652 troy a stephens(reliance first capital)
Troy, this is a consumer education website and we have no affiliation with your servicer. You would need to reach out to them directly to request this correction. I hope this helps?
I’m currently on forbearance since 04/2020 for 90 days. I received a call from my servicer Dovenmuehle about my options after my forbearance period. I requested if the missed payments can be added to the backend of the mortgage since coming up with the payments would be difficult. They stated that’s not an option but could put me in a payment plan. I did request for additional 3 months forbearance which they honored. Now…am i stuck with a payment plan or loan modification which they offered after my forbearance? or by law they have to give me the payment deferral option? Btw my loan is backed by freddie mac.
I have the same mortgage lender and was given the same option. Which leads me to the same question you have.
Same. I also contacted them with this question when they sent me information about the program saying, specifically, that I was not interested in participating in the program if they were just going to charge me the same mortgage payments over the same period of time (and still charge interest during that period – on an amount that is higher than it would be without the forbearance plan). The customer service person I spoke with did not know the answers to my questions but said someone would call me back. No one called me back and I was enrolled in the program WITHOUT MY CONSENT, and now they’re schedule to take out twice the mortgage payment TOMORROW. You call to ask for help and they enroll you *without consent* in a program that ends up with the borrower paying the same amount over the same period of time, but the mortgage provider takes more money in the long term with the extra interest that accrues. This is a truly shameful scam of a program.
we have the same issues only they reported to the credit bureau that we have not been paying for 10 month when we have been making some of the payments
This Company is awful we were in forbearance for 10 mos tried coming out and was waiting to do a partial claim waiting over 8 weeks calling all the time for up dates and now discover that the whole time your in forbearance if the first mo your late you entry into forbearance they report you late we were maybe 20 days late how do you do that to someone and ruin there credit like that ! unreal run from thjis company
My mortgage is backed by Freddie Mac and i’m currently under forbearance. Dovenmuehle stated that the defer payment option is not an option after forbearance period. It’s either payment plan or loan modification. By law under Cares Act, are they required to offer me the defer payment option?
Hi Eric, you are 100% correct. Freddie Mac released guidance for servicers regarding COVID-19 Payment Deferral on May 13th, 2020.
Freddie Mac is also pretty clear that a Payment Deferral is the 3rd option they are offering. First is lump sum, second is a payment plan, the third option is payment deferral.
Did they ask you for any documentation? How did they determine that you could afford a higher payment monthly payment until you’re caught up?
There’s one more silver lining here…Freddie Mac will allow you to refinance to pay off the remaining balance after you’ve made 3 consecutive payments on the payment plan.
Send this bulletin from Freddie Mac to your servicer and see if they offer you payment deferment – https://guide.freddiemac.com/ci/okcsFattach/get/1003811_7
We hope this helps?
Yes i did fill out a forbearance package(paystubs, tax returns, hardship letter)back in April which they requested for forbearance approval. Now do they have to offer me the deferral option? or is this optional with the servicer. I currently extended my forbearance for another 3 months but i will be due 7 months of mortgage in Oct. 😳. I guess i should wait and see then? since i’m hearing this option is available starting July 1st? From other forums i hear the same that Dovenmuehle don’t offer defer payment option. Should we reach out to Freddie Mac if they continue to not offer? 😏
That’s also unusual. Under the CARES Act, servicers should offer forbearance without requiring the homeowner to prove hardship.
You’re right, the deferment program has a start date of July 1st. I think the best thing is to just be patient.
Servicers are not trying to confuse consumers, they are just as overwhelmed and unsure as the rest of us. More so actually because the Federal Government announced at the end of March that homeowners can skip payments, no questions asked. We now have almost 5 million homeowners in forbearance.
Time is our friend here. I am cautiously optimistic that everyone is trying to preserve homeownership. There is a ton of stimulus, all of the agencies are scrambling to figure out how gracefully exit this crisis.
The loss Mitigation Dept reached out to me with this email after informing of the deferal option by freddie mac:
“Just to clarify, we do not offer a deferment – but a forbearance plan which payments are suspended or reduced for a specific period of time. Provided are the post forbearance options available at this time:
Loan Modification (re-amortizing current loan)– This option requires an evaluation to determine which solution best fits your needs. Under this option, the investor on your loan would agree to change the original terms of your mortage – such as how much you pay each month, the length of your loan, or the interest rate.
Other options include repayment plan and reinstatement. With a repayment plan – you spread out your past due amount-added on to your current mortgage payments-over a period of up to six months. With a reinstatement plan – you would catch up on all missed payments all at once in a single lump-sum payment.”
Now is this legal for them to do this? Or should i look for an attorney..😏
Eric, I wanted to check in with you and let you know that we have contacted both Freddie Mac and Dovenmuehle and are being told that they are addressing any miscommunications coming from your servicer.
We were also informed that your servicer has reached out to you and is tyring to resolve this. Have they been working with you?
Thank you for your help! They will contact me again a month before the end on my forbearance(sept) and transfer me to loss mitigation dept and go over my options. Hopefully they will offer me deferral payment option. Also Dovenmuehle reported late payments to the credit bureaus 😡. They are a mess.
This feedback is very valuable Eric, it empowers us as consumers to put pressure on these companies to make sure they are following the laws, and their staff is properly trained to communicate all of the options available to you. Please circle back at the end of the month and update us? In the meantime, I am forwarding this to Dovenmuehle to make sure they are aware that their customers are having this experience.
I’m on the forbearance plan , but I just got a mortgage bill for the amount of 3 months almost 6000 dollars, do I have to pay this amount? What should I do.
Hi Gabriel, the first step is to determine if your mortgage is Federally backed. Use the loan lookup tools toward the bottom of the site under the Q&A – There is a lookup link for Fannie Mae, Freddie Mac and one for MERS ServicerID.
If your loan is Federally backed (70%+ are Federally backed) you cannot be required to make all of your payments upfront. The CARES Act allows you an initial forbearance of up to 180 days, with an extension of an additional 180 days if you are still experiencing financial hardship.
If your loan is Federally backed, you may be asked if you can pay all payments upfront, but you are not required to.
Also, this guidance from the CSBS and CFPB will give you much more details about your rights and your options – https://www.csbs.org/system/files/2020-05/CSBS-CFPB_Consumers_Forbearance_Guide_May_2020_0.pdf
We have been in a forbearance plan since April, having just signed a 3 month extension.
However, last month our balance went up $1300, at least that is what the credit agencies we’re showing. I called Dovenmuehle and they insisted they had not added anything to our balance and that they showed our balance remained the same.
Hoping to see a change on this months report, I am stunned to see the balance had gone up an additional $1700! A total of $3,000!!
Suddenly not feeling well at all.
Does this sound right to you??
Hi Dana, no, this doesn’t sound right to me.
Is your loan backed by Fannie Mae or Freddie Mac? If your loan if Federally backed, you cannot be charged interest or late fees while in a COVID-19 forbearance, according to the CARES Act which was passed on March 27th, 2020.
Also, credit reports are rarely 100% correct, and it’s only a reporting of what you owe, it’s not actually what you owe – your actual balance is between you and your lender. Your lender is always going to be the most accurate.
If you’ve extended your forbearance for another 3 months, then it sounds like you are still experiencing financial hardship due to COVID-19. The most important thing right now is your health, and getting back on top of your finances. If your servicer says that your balance is not going up, I would trust them. If the credit report is wrong, that can be corrected later.
Hope this helps?
It really does. Thank you. And for the record, it’s an FHA mortgage.
Thanks again.
Ok, good. And with FHA, you have the Partial Claim option that will allow you to put the skipped payments at the end of the loan to be paid when you sell or refinance.
I have been trying all week to reach out to DMI via email. They only responded once to ask my loan number. I have not heard from them in over a week so I don’t know if they are going to give me the forbearance or not. Initially I tried doing the covid-19 relief on their website but they wanted all kinds of documentation, bank statements, pay stubs, a loss mitigation app you name it. (I thought that was fishy) So then I decided to just email. B/c under the law they have to grant it just by requesting it correct? I have an FHA loan. I feel like they are trying to screw me over. Now reading all these comments I am worried they won’t offer the payment option to have it tacked on at the end of my loan. What should I do? Does anyone have an email of someone that was helpful there? All I have is the lossmitigation@dmi email….
I have a mortgage in forbearance through Dovenmuehle. I acquired the mortgage through NBKC. The lookup tools you have linked indicate my loan is not backed by Fannie Mae or Freddie Mac but rather Federal Home Loan Bank of Chicago. Where can I find information regarding this banks policy on COVID-19 related forbearance / deferral?
Thank you for all your help.
If your mortgage servicer is Dovenmuehle, their policy is what you will follow for forbearance and reinstatement of your loan. If your mortgage was federally backed, you would at least have a specified set of options found in the CARES Act. However, if your loan is not federally backed, you must follow the guidance of your servicer.
Did you discuss options for reinstating your mortgage when you took the forbearance? It’s probably a good idea to try to have that conversation with them now so there are no surprises when it comes time to start making your mortgage payments again.
Hello , just like everyone else we lost our jobs due to the COVID 19 and they put us on that forbearance plan till July 1 ,but they asking us to make the three payments by July 1 ,well if we didn’t have income for the past 3 months how we going to pay them ?and what is the benefit from that stupid plan ?
Mariam, it is not unusual for your servicer to ask for all payments to be paid at once, but that’s probably only their first option. It is unlikely that most homeowners that were impacted by COVID-19 will be able to come up with all of those payments.
If your loan is Federally backed, you cannot be required to pay all of your skipped payments at once.
Hello.
The same situation with me. I got a 3 months forbearance plan approved, then was required to make the payments starting July 1st. I made my monthly payment. A friend of mine used the defferal option for his loan with another bank, and Dovenmehle representatives simply ignore that options. They offer a repayment plan only, which is not the best option for now. What should I do? It goes into effect starting July 1st. Then how is it legal for them to insist that they don’t have the defferal option? How would I enforce this on them? Who should I contact to resolve the issue with them? They keep calling and trying to collect the debt and totally ignore this option when I tell them about it.
I am in the same position and would love to know the reply too!
I have a mortgage serviced by DMI. I have an approved forbearance plan for April, May and June. DMI has reported my May payment as 120 days late to the credit bureaus. As you can imagine this has ruined my credit. We are moving out of state in 3 weeks and cannot get pre-approved for a loan because of this mistake. DMI had me email their Research Proxy all of my info. We have not had any response. We filed disputes, but no answer yet. Is there anything that I can do here to help speed up the process of them fixing their mistake?
Unfortunately, the process of correcting that reporting error will have to be initiated by DMI. Filing a dispute with the credit bureaus in addition to communicating with DMI sounds like you’ve got all of your bases covered.
I had the same happen to me. They reported missed payments to the credit bureaus. I filed a dispute with the 3 credit bureaus and now everything is back in good standing.
I have been trying to get my forbearance opt out letter for over a month. I have called every day and a service rep keeps informing me that the letter has been sent out, however, I have not received anything. I have also requested an email copy over 3 days ago, and still have not received the letter. It’s an email of a copy I don’t understand why this company is so inefficient.
Have you received your letter yet? I have been waiting a month now too for my letter. The reps keep telling us to wait for it to arrive in the mail but we have not received anything and we are starting to worry.
Here is my question. I also did the forbearance and did speak with a representative in that department, I was told I would be able to add these months to the end of my loan, once we came to the end of the agreement. He stated it would show up as a loan modification, which I was ok with. So now, I’m coming up on my 6th and final month for help. Here’s the nightmare.. I received a letter stating my loan has been sold to another server beginning Oct 1 (which I wasn’t going to have to pay with dovenmuehle) but now I am vey scared!! I tried calling DMI and was on hold 1hr 45 mins and had to disconnect.
anybody else go through this and what’s gonna happen to me know…. UGH
My mortgage has been transferred too.
Not only did DMI report that I was 120 days late while under forbearance but they also transferred my mortgage and didn’t transfer the forbearance status! Now I have to dispute the late payments and reinstate the forbearance with the new servicer! This is terrifying…
I’m just wondering if you have made any progress on your issue above? I’m going to have to do the same as you.. can you share what all you did?
The mortgage was transferred to a new servicer. It’s under forbearance which was extended to the full 12 months of the program. Reported to the credit problem to experian, I think. They’re will be four options at the end to pay back, but the woman said we shouldn’t let it get too far behind, but in the next statement said make sure if you do pay, you call and say it goes to the outstanding amount, not to pay the current month bc that might end your forbearance term.
is deferral better than the loan modification option? I’m confused as to what I should pick. As it stands doesn’t lower payments sound like the better option?
I missed about 5 months of payments due to loss of employment, but I am currently paying the full amount.
I cant seem to get a letter from anyone saying i am not on forebearance anymore?? Does anyone know who to contact??
i asked for a loan modification after my forbearance ended. i was told my paperwork was being submitted. then i was told my deferral was approved. i stated i never asked for a deferral. they said they were putting in my paperwork for a modification. over and over this happened, for months. today I received a call from the bank asking why i haven’t paid my mortgage. told them the situation and they said they have no record of me being in touch with loss mitigation at all/?!??!
Background: My bank is Dovenmuehle. My loan is Fannie. I completely understand not being denied a loan modification due to our income being impacted.
However, On the denial paper received from Dovenmuehle; Dovenmuehle does not list in the options denied “Covid 19 Deferral”. They list Repayment plan, Forbearance, FH HAMP Workout, VAAM, Standard Modification, Capitalization and Extended Modification, FLEX Modification, Short Sale, Deed in Lieu of Foreclosure.
Question:
1. Can one assume that Dovenmuehle is intentionally not mentioning the “Covid 19 Deferral” option?
2. Is Dovenmuehle allowed to omit the Covid 19 Deferral; as an option?
3. Do they have to offer the Covid 19 Deferral option if requested by a borrower?
For number 3 and my research I am showing that Dovenmuehle HAS to offer the Covid 19 Deferral. Especially, when requested by borrower (correct me if I am wrong).
Personal opinion: Dovenmuehle seems to be “all over the place” with the processing of mitigation. I question if my application was fully reviewed. On the outset it looks as if an answer to my mitigation application was already determined without them having the full information. In fact, they are still requesting information after denial.
Thank you in advance for your input.
why is it that mortgage servicers take advantage of Americans when it come to homeowner trying to save their homes still more preditory lending
and not assisting home owners I call to get Mortgage Assistance on phone for one hour or more please help assist me in my hardship.
I am looking foe employment just maybe you can assist homeowner with a job to save our homes.
Thank you
please correct my credit report score so it wont reflect my credit. thanks loan# 1498725652
please correct my credit score, i had it opdated last month but same results came in again a month later.. thanks
Troy, your servicer does not monitor this website. Please be sure to reach out to them directly using the contact information on your mortgage statement or on this page.
ok thanks for the feed back