Loancare Coronavirus Mortgage Forbearance Information

Servicer Contact Options

Phone: 800-274-6600


Additional Resources: Frequently Asked Questions
Additional Resources: Extend My Forbearance Term

From Servicer Website

COVID-19 Assistance – We’re Here to Help

COVID-19 has impacted everyone, everywhere. In addition to caring for our families, we have to figure out how to make ends meet and keep a roof over our head with limited to no income. It’s overwhelming and you may be wanting to understand what options you have to address your financial uncertainty. Thankfully, help may be available if you’re unable to make your mortgage payment.

Who qualifies for a Forbearance Plan

If you are experiencing financial hardship due to COVID-19, you may qualify for a forbearance plan. Most federally-backed mortgages qualify for forbearance. The easiest way to determine if you qualify is to proceed with the application.

What is forbearance?

A forbearance will allow you to pause or reduce your monthly payment for up to 180 days. No payment will be required, although any amount that you can pay during the forbearance will help reduce the amount you owe at the end of the forbearance term. You’ll have to repay any suspended or reduced payments in the future.

There aren’t any late fees assessed during the forbearance term, and we will not report any payments missed during the forbearance term as “late” to the credit bureaus. If your loan is current at the time of entering into a forbearance plan, then each month you are in the forbearance plan we will report the status of the account to the credit reporting agencies as current.

If, however, your loan was delinquent prior to entering into a forbearance plan, we will maintain that delinquency status during the period of forbearance. If you are able to bring the loan current during the forbearance plan, we will report the account as current.

Approximately 30 day period to the end of the forbearance period, we will contact you to determine the next step that is right for you. You may not be in a position to bring your account current at the end of the forbearance term. There are options available to you to help get you back on track.

If you are unable to repay all missed payments at the end of the forbearance period, we will need to evaluate your loan to determine what payment solutions may be available to you. Depending on the investor guidelines and other requirements applicable to your loan, such payment solutions may include a repayment plan, payment deferral, loan modification, or other approved option.

If you’re able to resume your regularly monthly payments and have a little extra to start paying back the suspended amounts, then a repayment plan may be established. Depending on your situation, you could also request an extension of your forbearance plan for up to an additional 180 days. If you need longer-term relief with your monthly payment, then a loan modification may be available.

FNMA/FHLMC COVID-19 Payment Deferral

Fannie Mae and Freddie Mac’s COVID-19 Payment Deferral workout option, available July 1, 2020, is specifically designed to help borrowers impacted by a hardship related to COVID-19 return their mortgage to a current status after up to 12 months of missed payments. You can resume your monthly payments and the amount of your missed payments moves to the end of the term.

This is a solution that brings your mortgage current, prevents foreclosure, and delays repayment of the mortgage payments you missed during your forbearance plan. If your hardship has been resolved and you are able to resume making your mortgage payments following your forbearance plan, a payment deferral may be the best option to immediately bring your mortgage current.

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. maribel Vasquez de lis santos on September 8, 2020 at 6:35 pm

    Hello ive trying to extend my forbearance plan and i havent bein able
    can you please help me

    • Forbearance Report on October 1, 2020 at 3:35 pm

      I wanted to check in to see if you were able to reach your servicer to help you extend your forbearance?

  2. Anita L Prosser on October 1, 2020 at 1:08 am

    Hello my name is Anita Prosser currently I am on Forebearance, My daughter just passed away, I have been a have been some challenges. I’m currently in the process of refinancing my loan, the loan officer that was helping says that he has already requested a payoff and should be noted on my account. My question is do I still need to request a forbearance until the Refinancing close.

    • Forbearance Report on October 1, 2020 at 3:35 pm

      Hi Anita, I’m so sorry to hear about your loss. This is not an easy answer and should you should follow the advice of your loan officer. Depending on the type of loan you are using to refinance, the treatment of the forbearance may vary. If you took forbearance and continued to make on-time payments, you should not have any issues. If you skipped payments during forbearance, that could impact your options for refinancing.

      Also, if you are refinancing through your servicer, they would be able to tell you exactly what steps should be taken to close your refinance.

      I hope this helps?

  3. Nikki Dominguez on March 4, 2021 at 5:18 pm

    Hello. While under forbearance am I
    Able to take equity out of my home to pay off debt?

  4. Kelly on April 22, 2021 at 4:09 am

    I was delinquent 30 days when I went into the forbearance (April 10th 2020), I was able to make the delinquent payment 2 months after being in forbearance. They continued to report to credit 60 days delinquent, for the remainder of my forbearance.. which was 12 months. My account has been paid in full and current for 2 the past 2 months and loancare is still reporting delinquent and in forbearance. I have written letters and spoken to management. I can not get a straight answer, everyone I speak to says something different. Website and few managers clearly stated that once past due payments were paid, credit would be reported as current. The manager that I spoke with today is refusing to assist. Can someone please explain!

  5. Susan Lewis on June 30, 2021 at 1:35 am

    TIAA BANK SENT OUR MORTGAGE AND OTHER PEOPLE TO LOANCARE! I did not get info until March!!!! We have been in forebearance since April after I almost lost my husband from a massive heart attack in February 2020 after what it looks like was covid going into pneumonia in late January 2020 but Dr said it was flu at first because they were not considering Covid or had tests then. My husband was out of work until late June. Our small business was locked down in March because of covid and been down. We could not receive PPP for our employees… unemployment….nothing. Also taking care of 90 yr old Mom with dementia 24/7. Never did we dream in America they would keep everything closed down and also the fear of others getting out to small businesses during last year. I kept in close contact and made it absolutely clear to my “relationship manager” when we went into forebearance that there would be no negative effects and that I was told over and over when forbearance was extended on their advice that I would only be able to do deferral. Over and over I was told all of 2020 your in forbearance..your fine……don’t worry….just let us know 30 days before forbearance ends. I still had forbearance in March and it was extended to June, 2021 and was told by one out of many that I would receive the paperwork to sign and return for deferral and start paying in July. I literally have tried to begin payments and end deferral in Jan…then they said to make sure you can pay on time so extend it to March. I didn’t even get on notice that Loancare had the loan and no ONE ANSWERS phone for weeks in lost mitigation as I was told to contact over and over. I get contradictory info from most everyone I speak too. I have not received one document that has the deferral info on it and they would not let me make a June payment even and I have called over and over for months. Stayed on hold…told this number for LM or that number and then end up with someone who has no idea of gives me wrong info and wants to transfer me to LM even though they already had done that. I have names and documents of all calls and everything that was said. Still no assistance. What the heck are they trying to do……we have paid and paid for all our adult lives and never been treated like this. We were informed that forbearance under covid issues would be regulated so things like this would not happen. TIAA said they didn’t own the loan now….loancare says they are a servicer and TIAA does own the loan. This seems so fraudulent! I have managed, started and ran a small business since 1986 and also been an RN for years working some as a Legal nurse consultant and I have been very careful. I have asked over and over I need something in writing when I was told over and over by TIAA and Loancare now about that I would go into deferral basis when I ended forbearance and wanted to make payments. Loancare I believe has so many loans transferred over to them there was months of delay when I didn’t receive anything about it and when I received a email in March… one answers for hours and calling every day. and been redirected to really incompetent people over and over who seemed confused on my loan and say they don’t have documents that I filled out to TIAA!!!! PLEASE HELP ME!!

    • Julie Hoffpauir on April 5, 2022 at 2:00 am

      If you google this company, you will see all the things they are being sued for. Have you gotten this resolved?
      I commented on this thread and your situation is similar to mine. We need to do something about this company!!

  6. James Rowe, JR on October 20, 2021 at 2:21 pm


    Teresa Rowe
    Sep 17, 2021, 12:32 PM

    To whom it may concern:

    My husband and I are on a forbearance plan with yall. When we signed up Jimmy sent an email right behind the one requesting the assistance, and asked for the full 180 days. We never received anything confirming, and have been trying to log in on the website 100 times to no avail. WHen we try to contact you by phone we are forever on hold. My question is are we approved for forbearance and what date does it expire?

    THank you so much for your help.

    Teresa Rowe
    LOAN# – 30552001308476
    James H Rowe, JR

    Teresa Rowe
    Oct 13, 2021, 9:14 AM (7 days ago)
    to customersupport

    My name is James Rowe, and I am still having an issue with our September payment.

    We ware on forbearance, and for some unknown reason, instead of yall extending our forbearance, which is what the emil was for, my loancare cancelled our forbearance. Why on earth that happened we don’t know. We certainly coldn’t cancel our forbearance since we were trying to extend it. I finally got in touch with an associate on September 28 and her name was Terinda, Tericka,, or something like that, i couldn’t really understand her name. Nevertheless, I spoke with her probably about an hour on the phone as she was trying to help me figure this issues out, and she finally came back to me and told me she had put the request through and it should take a few days but the late charges and late payment would be included in our forbearance and then we could have it off our credit.

    So today I called and spoke about a letter we received stating our forbearance was approved to be extended until February, but it still shows our September payment is going to cause us bankruptcy???? The lady I spoke to said our forebearance was only until November 24, and NOT February 1. She also told me there was NOTHING in our account that we had called on the 28th of September to get September’s payment included in our forebearance and get it off of ouc account. She said the letter approving our forebearance extension was a hoax.

    Ok so I need to know what to do please. I do NOT have 1000 dollars today to pay this payment that should have been included in our forebearance. Would you PLEASE look back in our account for September 28 and see that the customer service rep told us it was taken care of? THEN PLEASE LET US KNOW IF WE CAN BE EXTENDED ON THE FOREBEARANCE UNTIL JANUARY OR FEBRUARY. I GO BACK TO WORK FULL TIME FEBRUARY 1, SO THAT IS WHY WE ARE ASKING FOR THE EXTENSION.

    Please help. I can never get on the website because of technical issues, and when I try and phone from work I can not be on hold that long. We would greatly appreciate it.

    THe following email is the one I sent on September 17 and that’s when you all cancelled our forebearance???????

    Kind Regards,
    James H Rowe, JR
    (870) 450-3957

    Teresa Rowe
    9:11 AM (9 minutes ago)
    to forbearance, customersupport

    Have there been any decision made on this issue? Can you please contact me so I’ll know that you or someone are really working on this situation. All we need to know is can our forbearance be extended to february 1 and what has been done to resolve the issue regarding our September forbearance that has been messed up and we have been told 100 different things. Please, just let us know what direction to take.


  7. Julie Hoffpauir on April 5, 2022 at 1:52 am

    I have been in chapter 13 twice because of this company. The first time, it was 8 years or so, after I was married and my last name changed. I had been making payment to them for 3 years with our same bank account and my name had been changed! They wouldn’t take a payment. My online account no longer was accessible. Did a loan modification. Paid the agreed payments for the three months we agreed upon. After that, they wouldn’t accept payment again because suddenly they needed a copy of our marriage license and another packet of bs documents filled out and sent back within a certain amount of time. Every time I would send anything back, there was always something else needed. They prolonged this process in just enough time to set a foreclosure date on our home and I had no clue. I was served with papers from the sheriffs dept and had no choice but to file a chapter 13 just to be able to keep our home. This was in 2016. We had a “100 year flood” in August of that year. House flooded. It was gutted and rebuilt while we stayed in our camper in the front yard for a year and a half, and also rented a place before that, paying rent, trying to keep up with mortgage, etc…
    Moved back into house after it’s back to the point of being livable.
    Same thing happens again with the payments in 2020. Husband gets payed off in oilfield, Corona season starts, nobody has jobs, and they’re still refusing to help. Filed a SECOND chapter 13,
    That’s done. So now we’re supposed to pay loancare directly.
    Cannot get anyone on phone. I have sent everything they’ve asked for via email. And now there’s ANOTHER FORECLOSURE date set for May.
    There are class action lawsuits on this company. Something needs to be done! We have raised our children and established a home here and yet we still can’t find justice!

  8. Mad as hell on November 23, 2022 at 3:58 am

    Loancare is a criminal company disguised as a mortgage servicer. It needs to sued out of existance. It is full of liars. Any lawyers out there that want justice? Sue these monsters!! Who by the way do not allow Covid forebearance. They lie!

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