Servicer Contact Options
Phone: 866-867-0330
Online Portal: Request Forbearance
Website: tmscustomer.com/covid19
From Servicer Website
FAQs about COVID-19 and your mortgage:
What mortgage relief or payment options are available to me since I have been impacted by the Coronavirus (COVID-19)?
Our customers are in our thoughts during this challenging time and we are here to assist you along the way if you have any questions or concerns. Customers will be provided a three-month forbearance as needed. During the three-month forbearance, we will suspend your monthly payments, will not assess late fees, and will not report negatively to credit bureaus.
Keep in mind that you still must pay for the three months of suspended payments. You can pay either during the forbearance timeline or at the end of the three-month term. If you are suffering from a hardship that is permanent, or that is anticipated to last longer than three months, and you require longer-term assistance, please contact us so that we can discuss those specific options with you.
All relief options TMS offers are directed by regulatory, investor, or insurer requirements. Should more options specific to COVID-19 be made available we will remain in close contact with you. We encourage you to make payments if you can do so. TMS will not report negatively to your credit during the time you are in any approved plan, such as forbearance.
Can I make payments toward my mortgage during this time if I am able to?
Yes, you can, and we encourage you to do so. Keep in mind any payment other than a full contractual payment cannot be applied until full payment is received. If you make a partial payment, we will hold the funds in suspense until we receive full payment. You are not required to make payments if you have been approved for a forbearance plan.
Will I still receive letters about my delinquency status while in forbearance?
Yes, due to investor guidelines we must send certain letters including statements regarding delinquency for compliance reasons. However, you will not be required to make payments during the plan and TMS will not assess late fees or report negatively to your credit.
What if I’m in the middle of a trial modification and I cannot make my payment due to hardship from Coronavirus (COVID-19)?
If you so choose, we will stop your current trial modification program to place you on a forbearance. Please note that once this is complete, you will have to submit and be re-evaluated with a new Mortgage Assistance Application Package for a new trial modification. If you would like to choose this option, please contact us.
Are there any relief options that will allow me to defer my mortgage payments?
All relief options TMS offers are directed by regulatory, investor, or insurer requirements. At this time, this option is not available for all loans that TMS services. Should this specific option be made available we will offer it to our customers.
Will I still receive letters about my delinquency status while in forbearance?
Yes, due to investor guidelines we must send certain letters including statements for compliance reasons. However, you will not be required to make payments during the plan and TMS will not assess late fees or report negatively to your credit.
Foreclosure Moratorium:
Some investors and state and local jurisdictions have begun to suspend or stop Foreclosure sales during this pandemic. Each investor has different guidelines and TMS must be sure we are servicing these loans per their unique guidelines. Our leadership will continue to be in constant communication with our investors and jurisdictions and will update team members immediately if the investor guidelines change. Current guidance is as follows:
FHA, USDA, & VA
All Foreclosure referrals, Foreclosure sales & evictions are halted for 60 days. TMS is currently postponing sales past 5/18/2020 currently. If the account is in Foreclosure but a sale date is not scheduled, we are not scheduling one at this time.
Fannie Mae (FNMA) & Freddie Mac (FHLMC)
If the property is owner-occupied, TMS is canceling or postponing for 60 days.
Customer Service Information:
While we hope COVID-19 doesn’t affect you, please be aware that our Customer Care team is standing by ready to assist you with any questions or concerns you may have. Please feel free to contact us at 866.867.0330.
You can also visit our HELP/FAQ page located on TMSCustomer.com under the “HELP” menu or on our Mobile app under the FAQs menu.
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 have questions about the covid19 extension program for the 3 months forgiveness please call me
I’m sorry, this resource has been created to help you understand what your options are to protect yourself against vague or inaccurate information from employees of your servicer. Your servicer will not call you. Your options are going to be different depending on what kind of loan you have.
Conventional (Fannie Mae & Freddie Mac), FHA, VA, & USDA loans all have different ways to help homeowners impacted by COVID-19. Check under the Mortgage Experts section toward the bottom of this site. I’ve recently posted a couple of articles that explain what Conventional, FHA, VA & USDA options are available based on the CARES Act.
Can you change for forbearance t deferment in your mortgage if FHA