Fay Servicing Coronavirus Mortgage Forbearance Information

Servicer Payment Options

Phone: 800-495-7166
Monday–Friday 8:30 a.m.–5:00 p.m. (Central time)

Online Portal: Manage Mortgage Online
Hardship Request: Covid-19 Temporary Hardship Request

From Servicer Website

If you are Affected by COVID-19

We are here to help with your mortgage needs during this troubling time. Depending on your loan type and loan status at the time of the national emergency declaration, you may be eligible for a short-term forbearance.

A forbearance plan temporarily suspends your need to make timely payments for the “Forbearance Period.”

This program is designed to provide temporary relief for a short term hardship. During the forbearance period, we will not charge late fees nor report negative information to credit bureaus.

However, it is important to understand that all arrearages (payments not made in accordance with the contractual terms of your loan) will become due and payable at the end of the forbearance period.

If at any point during the forbearance period you are able to resume making full or partial payments, you are encouraged to do so.

If you have forbearance questions and would like to speak to a certified housing counselor, please call the Hope Hotline at 995Hope.org

CLICK HERE for 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.


  1. Jill Jones on May 21, 2020 at 7:18 pm

    Fay Service Agents are calling me regarding loan payments although my account is noted as in forbearance –And I have made the April payment and will make May but at the end of the month.
    Are they suppose to call and ask for payments?

    • Forbearance Report on May 21, 2020 at 7:47 pm

      Hi Jill, this sounds very suspicious. It seems unlikely that employees of Fay Servicing are calling you, especially if you’re in forbearance and making your payments. Being in forbearance literally means that you are skipping your payments while you are experiencing financial hardship.

  2. KAT on June 1, 2020 at 5:09 pm

    The same thing they are doing to me I havent heard anything good about fay servicing and am a little nervous

    • Forbearance Report on June 1, 2020 at 5:19 pm

      We recommend using the Lookup Tools on the home page of this site to determine if your loan is Federally backed. If your loan is Federally backed, there are very specific options available to you through the Federal CARES Act. Even if your servicer is unresponsive, knowing what options you’re entitled to may help ease some of that nervousness.

  3. Advija Sarac Sarac on June 20, 2020 at 10:39 pm

    I have same issues with forbearance they asking me to pay now all three months in ones and l haven’t resive my unemployment yet. Help please lm afraid.

    • Forbearance Report on June 21, 2020 at 8:54 pm

      We have recently partnered with 995Hope to offer access to HUD counselors that can help. It’s a free service for you, the homeowner. And they don’t work for the servicer, they are there to work for you. You can find their information just above the comments.

    • B on July 11, 2020 at 9:02 am

      Massachusetts Acts of 2020 chapter 65, section 5b, Covid-19 deferment. Battled with fay servicing for a mortgage payment deferment from April 2020- July 2020. They repeatedly told me because my mortgage was not a federally backed loan
      and not covered under CARES act they would not offer a deferment to me. Forbearance, ending with a giant balloon payment in 180 days was my only option. NOT TRUE! Most states signed in their own special acts, governing these mortgages that aren’t federally funded to be granted into a deferment, adding missed payments to the end of your loan. Fay servicing will drag their feet, in hope that we are not knowledgeable to the facts. I was told, they do not discuss relief options over the phone or by email, its only done through a letter in the mail and In 7- 10 business days i would receive a letter by mail describing my option. After 14 days no letter, they explained to me through these hard times the mail is slower and keep checking my mail. A full month later I was told there was no letter but if I email them my hardship I would be put in review process. Multiple emails later, with a 48 hour promise to get back to me, nothing. Finally I was told there is no review process, I was just not eligible for any assistance. Check your state laws.

  4. azita cummings on June 23, 2020 at 11:29 pm

    How long can you get forbearance period due to coronavirus after being a loyal mortgage holder for over twenty years? The bank gave me one month! I ran a day center for so many years, made my mortgage payments on timely manner and now due to corona virus is nonexistence. I am very confused, why can not have longer forbearance period than one month? What are the rules and documentations needed for this situation? All I see for required documents are for any situation but this virus situation!

    • Forbearance Report on June 23, 2020 at 11:43 pm

      Azita, you first need to determine if your mortgage is federally backed. I would imagine that if you’ve had this mortgage for twenty years that it may not be. The CARES Act defines the rights of homeowners that have federally backed mortgages, which covers about 70% of all mortgages out there.

      If your mortgage is not federally backed, your servicer is not required to follow the CARES Act law that was passed on March 27th, 2020, but they are encouraged to do so.

      If you have lost employment or income due to COVID-19, I would be really surprised if your servicer did not extend that forbearance for as long as you need.

      One last bit of good news, there are a couple of States, New York and California to be specific, that are trying to pass State legislation to require non-federally backed loan servicers to follow the homeowner rights provided through the CARES Act.

      In the meantime, communicate closely with your servicer and try to get everything in writing if you can. Please let us know how it goes?

  5. azita cummings on June 23, 2020 at 11:31 pm

    How come the fay servicing does not mention this? All I am hearing is that I may loose my home!

  6. Fay Servicing Customer on July 16, 2020 at 9:31 pm

    The most unprofessional Mortgage Servicing Representatives ever.
    Calls disconnect while on hold, wait for someone they pickup and then call is dropped by the representative.
    Emails have been sent numerous times to my account representative with ZERO response.
    Also they send letters out to my home which are not visible online.
    They tell me my home is not in foreclosure but the letter I get at my house state, foreclosure has begun.
    Completely incompetent services. There are no excuses, they just are not here to help.
    Completely incompetent services. There are no excuses, they just are not here to help.
    Completely incompetent services. There are no excuses, they just are not here to help.
    Completely incompetent services. There are no excuses, they just are not here to help.

  7. Iva Davenport on August 1, 2020 at 12:15 pm

    They are doing same to me, sent money to pay off my house, 20 yr loan going 23 yrs, 6000 was not put on principle was so now they are asking 6800 and charging me 60cents a day 😳

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