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Important Coronavirus (COVID-19) Updates

 

Our priority is always the safety of our team members, their families, our customers, our vendors and others involved in our industry. To that end, our goal is to maintain a clear and transparent line of communication to keep you aware of how we are monitoring and responding to this evolving situation. 

We take the Coronavirus (COVID-19) threat very seriously, and we want to assure you we are prepared for a broad range of potential issues. We are focusing on the health and safety of our team members while continuing to serve our customers. Our senior leadership team will be meeting on a daily basis to closely monitor guidance from the Centers for Disease Control (CDC), the World Health Organization (WHO), and other local health authorities.

 

Below you'll see updates that might help you when interacting with us, important information about payment assistance options, and frequently asked questions.  


We understand the challenges you may be facing to your work and personal life right now due to the COVID-19 pandemic. That’s why we think it’s more important than ever to let you know that we’re still here for you. Our team is working from home now but be assured we are working harder than ever to help you reach your goals*.

*This is not a commitment to lend. Not all borrowers will qualify; contact us for more information on fees and terms.

 

Amerifirst Operational Procedures during COVID-19
  1. We are restricting all visitors from coming into our offices and asking for virtual options to be used in order to avoid face to face meetings.  
  2. Please visit our website at https://amerifirst.customercarenet.com to make payments, set up auto drafts from your checking account, view your loan details, download statements and documents, or to contact us if you have questions about paying your mortgage. We are also accepting payments by mail and by phone. To make a payment by phone or to speak with our customer care department, call us at (844) 814-7788. Amerifirst will waive the phone pay fee for the next 30 days (through April 30).
  3. For those of our team members who have the capability to work remotely, we are giving them the opportunity to do so. As some or all team members are asked to work outside of the office, our team will be fully capable to continue most if not all functions of their responsibilities with as little interruption of service as possible.
  4. For those of our team members who do not have the capability to work remotely, we are rotating staff, flexing schedules and using social distancing to protect against the transmission of the virus.
  5. We have put in place guidance for our team members detailing how to protect against the transmission of the virus recommended by health authorities. This includes hand-washing protocols, best practices to avoid spreading germs, additional hand sanitizer around the office, and enhanced cleaning of high touch areas.
  6. We are currently restricting all business travel for the next 45 days. Amerifirst team members will not attend externally hosted conferences, conventions or meetings. This travel moratorium will be reviewed over the next few weeks, but currently, we believe this precaution will help keep our team members and their families healthy and limit exposure across the country.
  7. We are reinforcing that team members who feel sick for any reason or who have symptoms of the virus or respiratory tract infections should contact their healthcare provider and not come into our offices.         

As we take these measures of caution, we want to stress that it is still business as usual. All team members have been asked to keep up levels of efficiency and productivity either while in or outside of our offices. Since we certainly understand the challenges you are facing in your business or personal life with this event, please do not hesitate to reach out to your Amerifirst Home Mortgage contacts if there is any way we can provide additional service to you.

 

As a company and community, we share the responsibility to keep each other safe. We will continue to monitor the situation and keep you informed of any changes to normal business operations.

 

Questions or concerns may be directed to Amerifirst at stayingsafe@amerifirst.com

 

To our Customers: We’re Here to Help

 

As always, caring for you, along with our employees and communities is of the utmost importance to us, especially during difficult times. We understand that an unexpected crisis such as the Coronavirus (COVID-19) pandemic, can cause a great deal of stress, especially when it affects your family and your most valued asset – your home.

 

In times like these, when you may need extra support, we’re here to help.

 

How to Reach Us

 

During this unprecedented time of consumer uncertainty and need, we may be experiencing much higher-than-normal call volumes. For quicker service, we encourage you to use our online resources for 24/7 self-service access to your loan information. You can complete transactions, such as making payments, setting up automatic payments and viewing loan history, property taxes and insurance.

 

Keeping you informed

 

State and Federal regulations are continuously changing as our government works to meet the needs of those who need assistance. We will do our best to keep you up to date on the latest information impacting the servicing of your mortgage. Please check back periodically for the most current information.

 

Need Help?

 

If you’ve been impacted financially by COVID-19, we are here to help. You will find information below about mortgage assistance options should you need them. Representatives are available, as well, to answer your questions and to review options.

 

Our team continues to monitor the situation and will update this site as needed. Please know we are always here to help. Thank you and stay well.

 

Forbearance Information

If you’re experiencing a significant loss of income and are unable to pay your mortgage, we’re here to help. You may be eligible for a forbearance plan - a temporary reduction of your monthly mortgage for a set period of time.

 

While forbearance may be a viable option to help you through this crisis, remember, once your forbearance is over, any reduced payments will need to be repaid. We’ll work with you to find a payment solution that fits your needs, but you should only choose forbearance if you need it.

 

We’ve put together this short video to clear up any confusion about mortgage forbearance. Here, our Customer Service team answers some frequently asked questions about the program.

 

 

 

For more information about your mortgage relief options, visit the Consumer Financial Protection Bureau's Guide to coronavirus mortgage relief options.

 

Frequently Asked Questions

Q: What options are available to me, since I have been impacted by COVID-19?

A: If you’ve suffered a financial impact due to the COVID-19 Coronavirus, you may be eligible for a forbearance plan.

 

Q: What is a forbearance?

A: A forbearance is a temporary reduction of your monthly mortgage payment. During the forbearance period, your payments are reduced for a set period of time. Please note: At the end of the forbearance period, any portion of your mortgage payment that was not paid will be due.

 

For example:

John’s monthly mortgage payment is $1,000 and is due on March 1. He opts in for a forbearance in March with a monthly payment of $500. As a result, the forbearance period will run from March through May. At the end of the forbearance period, John will owe a total of $2,500 on June 1st.  That breaks down to $1,500 for the remaining balance of the March through May payments (at $500 each), plus his June payment of $1,000.

 

Q: What is the length of a forbearance plan?

A: We will evaluate each person’s individual needs to determine the appropriate length for an initial forbearance plan. For those who qualify, most forbearance plans start with three months. If you’re still experiencing a hardship at the end of the initial forbearance period, we will reevaluate the situation to determine whether the forbearance period can be extended.

 

Q: Can I add the unpaid amount from the forbearance period to the end of my loan?

A: No. At the end of the forbearance period, any unpaid portions of your mortgage payments will be due, along with your next scheduled mortgage payment. If you cannot afford this amount, you may work with us to determine eligibility for additional assistance.

 

Q: How will a forbearance plan impact my loan?

A: A forbearance plan is a temporary reduction of your monthly mortgage payment. If eligible, you are only required to pay the amount agreed upon during the forbearance plan. No late charges will be assessed. No late payments will be reported to the credit bureaus.

 

Q: Do I need to apply for a forbearance?

A: If your finances have been directly impacted by COVID-19, you may qualify for a forbearance plan. Please contact us so that we can review your situation and determine eligibility  (based on investor guidelines). In some cases, you may be required to submit a complete package to be reviewed for all loss mitigation options, which includes a forbearance plan (VA and USDA loans).

 

Q: When will I need to repay the payments that were due during the forbearance period?

A: For those who qualify, the remainder of the reduced payments will be due at the end of the forbearance period. However, you will be contacted towards the end of the forbearance plan to reassess your current circumstances and you will be provided with information on alternatives that may be available to you at that time.

 

Q: Do I need to cancel my automatic monthly draft if I am on a forbearance plan?

A: No. If you are eligible for a forbearance plan and you are on automatic draft, your automatic monthly draft will be suspended when your forbearance plan begins.

Note: In order to stop an ACH payment, we need two business days advance notice.

 

Q: Can a forbearance be offered for longer than three months?

A: Depending on investor requirements, we may need to begin with three months. Other investors may allow more to start, based on eligibility. Regardless of how long the initial forbearance plan is, towards the end of the plan period, your status will be reassessed to determine eligibility for additional workout options and/or an extension of the forbearance period.

 

Q: Can I pay more than what is due during the forbearance plan?

A: Yes, you can pay additional amounts during the forbearance. However, payments will not be applied until you have paid enough to satisfy a full monthly payment.

 

Q: Will I still receive billing statements during the forbearance?

A: Yes, we are required to send you a billing statement every 30 days. If you qualify for a forbearance plan, we will send you a forbearance letter outlining the terms of your forbearance. Negative credit reporting and late charges will not occur during the duration of the plan.

 

Q: Will I receive letters advising me of the delinquency status?

A: Yes, we are required to send certain letters to ensure compliance with your investor guidelines. If you qualify for a forbearance plan, please refer to your forbearance letter, which outlines the terms of your forbearance. Negative credit reporting and late charges will not occur during the duration of the plan.

 

Q: What happens when the forbearance comes to an end?

A: If you have qualified for a forbearance plan, then towards the end of the plan period, your status will be reassessed to determine eligibility for additional workout options. We will send written communication and contact you by telephone to update your status and provide you with additional information on workout options if you are unable to bring the loan current at that time.

 

Q: What happens if I apply for a forbearance plan and it is determined that I’m not eligible?

A: We will review your situation and determine eligibility based on investor requirements. If it is determined that you are not eligible for a forbearance plan, you may submit an application to be reviewed for all types of workout options. Additionally, the federal government has announced a moratorium on foreclosures until June 19, 2020.

 

Q: Will I qualify for a forbearance plan if my loan is in foreclosure?

A: When you contact us, we will evaluate your individual situation to determine whether you will be eligible for a forbearance plan. The federal government has announced a moratorium on foreclosures until June 19, 2020. If you are not eligible, the foreclosure process will not proceed as long as the home remains occupied.

 

Q: If a foreclosure sale has already occurred but I am still living in my home, will I be evicted?  

A: No. As long as your home remains occupied, no eviction proceeding will take place. The federal government has issued a moratorium on evictions until June 19, 2020.

Q: If my loan is in foreclosure or if a foreclosure sale as already occurred, what will happen after June 19, 2020? 

A: We are closely monitoring announcements being made by our federal and state governments. We expect more information to become available as we navigate this ongoing and unprecedented crisis. Please stay in contact with us for the most up-to-date information.

 

You can review your payment assistance options here:

Payment Assistance Options

 

 

Updated 4/2/20.