Servicer Contact Options
Monday – Friday 8:30 am to 8:00 pm EST
Online Portal: Request Forbearance
Additional Resources: Forbearance Frequently Asked Questions
Additional Resources: Forbearance Extensions
From Servicer Website
Coronavirus Stimulus Bill (CARES Act)
Please know that we are aware of the new CARES Act the President signed into law on Friday, March 27th, 2020. We are reviewing the requirements under the law and will begin offering any assistance programs as soon as possible.
Best Way to Reach Us – 24/7 Self-Service
We have been experiencing significantly higher than normal call volumes and wait times. We are diligently working to assist those who have been directly impacted. If you are contacting us for a reason other than mortgage assistance options related to the Coronavirus, we ask that you use our website and automated phone system which are both available 24/7.
You can use them to make payments, check your loan information and get the latest information on the Coronavirus. At this time, we are waiving any applicable fees to make a payment through our automated phone system.
Log in if You Need Payment Assistance Information
If you have been impacted financially by the Coronavirus, you will find information about mortgage assistance options when you log into the website, along with a form to complete to begin the process.
As mentioned earlier, we are closely monitoring for and staying abreast of any announced relief and support measures, such as the CARES Act, that may be offered and will make them available to you promptly.
As different support options become available, we will post new information on our website. Our team continues to monitor the situation and will update this site as needed. Please know we are always here to help.
Home Loan Assistance Options
If you are having difficulty making your payments and would like to remain in your home, the following options may be able to assist you in doing so while avoiding foreclosure.
- Modification: A permanent change to your existing mortgage note. This may include the capitalization of the delinquent balance of the loan if applicable, a reduction of your current interest rate or an extension of the term of your present note.
- Forbearance: A temporary reduction or suspension of your monthly mortgage obligation. This is designed to help borrowers whose hardship is temporary, such as short term disability or unemployment.
- Repayment Plan: A scheduled payment arrangement that results in bringing your loan current at its conclusion.
To expedite your review please begin to gather the following documents we will need to decision your loan for any of the options listed above.
- Most recent year’s Tax Returns
- Paystubs for last 60 days
- Other pertinent income documents if applicable (Social Security awards letter, pension, current P&L statement)
- Last 3 months bank statements (All pages)
- Other documentation showing 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.
Do you offer mortgage deferment for COVID- 19 impacted income?
Patricia, your servicer does not monitor this website. You will need to contact your servicer by calling the number on your mortgage statement. They will be able to tell you if you are eligible for a COVID-19 payment deferment options once your forbearance period is up.
If you are able to take a forebearance can your mortgage payments be added to the end of your note for people affected by the Coronavirus.
Hi Sharron, if your mortgage is federally backed, which is likely the case with this service, you will not be required to make all payments as a lump sum. Please call your servicer and ask them what your option will be after forbearance.
Don’t be surprised if you are asked if you can make all the payments at once, but you will never be required to.
In most cases, you will be offered payment deferment as one of those options. Payment deferment moves these skipped payments to the end of the loan, and must be paid back if you sell or refinance in the future.
Well, that not true. What will happen is that you will be asked to refi the mortgage at a higher interest rate. My rate is at 2.25 percent. They wanted me to refi at 6.5 percent which would have raised my mortgage payment to almost $1000.00 more a month. Now I have to scramble to make higher payments for the next three months just to keep my 2.25 interest rate. The deferment made things worst. I was told when we first took the deferment that that the balance would be put at the end of the term and that the interest rate would not change. Now UMW wants me to pay back all the Deferred money just to keep my 2.25 rate. Pennymac never did that to us. I plan on opening a case with the VA once I pay back all the deferred amount. I once worked for Countrywide Home loans before the mortgage Meltdown so I am very aware of how this all works. I kind of wonder how many other people are in this same situation.
I am in exact boat. And now, I’m going to have to secure an attorney. Maybe a class action against these servicers?
Did they not offer you a loan modification? I’m in the process now of applying. I’m so confused by all the answers everyone gives and gets.