To our customers:

 

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.  If you've been impacted financially by COVID-19, and have questions about the types of mortgage assistance that may be available to you, please contact Payment Assistance at 844.814.7780 (toll free), 8:00 am until 7:00 pm, EDT, Monday – Friday. 
 

Visit our Important Coronavirus (COVID-19) Update Page to view the most Frequently Asked Questions about mortgage assistance options available to you, as well as our After Your Forbearance Period Ends Page for detailed assistance information by loan type.

 

 

 

Payment assistance options

We understand that difficult times happen and we are here to help you retain homeownership. 

If you are experiencing financial trouble, we have options to avoid foreclosure. Please review the information below and call us toll free at (844) 814-7780 to speak to a Payment Assistance Specialist.

Additional hardship assistance may be available through one of our partnering Homeowner Assistance Fund states.  Click here for a list of eligible states and their website for program information and instructions on how to apply.

 

Options available include*:

OPTION	OVERVIEW	BENEFIT
Repayment Plan	Pay back your past-due payments together with your regular payments over an extended period of time.	Allows you time to catch up on late payments without having to come up with a lump sum and stops late charges from assessing while you adhere to the repayment plan.
Forbearance Plan	Make reduced mortgage payments or no mortgage payments for a specific period of time.	Allows additional time to improve your financial situation.
Loan Modification	Receive modified terms of your mortgage to make it more affordable or manageable after successfully making 3 to 4 payments during a trial period plan.	Permanently modifies your mortgage so that your payments or terms are more manageable as a permanent solution to a long-term or permanent hardship.  In most cases, past due payments are added into your principal balance.
Pre-Foreclosure Sale (Short Sale)	Sell your home and pay off a portion of your mortgage balance when you owe more on the home than it is worth.	Allows you to transition out of your home without going through foreclosure. In some cases, relocation assistance may be available.
Deed-in-Lieu of Foreclosure	Transfer the ownership of your property to us.	Allows you to transition out of your home without going through foreclosure. In some cases, relocation assistance may be available.
Natural Disaster Mortgage Relief	May allow you to pause payments, modify loans, stop foreclosures, or offer special financing for rebuilding.	Provides immediate relief following a natural disaster allowing you time to rebuild or find sustainable employment.

*Some options will require a completed and signed assistance application and will require investor and/or insurer approval.  Not all options are available in all situations.

 

To begin the eligibility review please provide the following documentation:

1. Please call (844)814-7780 to speak with a Payment Assistance Specialist right away.
2. Fill out the Mortgage Assistance Application This tells us about your hardship, your intentions with the property, and your current financial situation. 
3. Provide a copy of your most recent filed tax return with a signature or last year's W2 form(s). This can expedite your review as it will allow us to confirm your sources of income and notify you of needed documents prior to receiving tax transcripts from the IRS.
4. Complete, sign, and date an 4506C form. Be sure to read and check the attestation clause. This form will allow us to pull tax transcripts from the IRS, identify income sources, and validate any change in income from one year to the next.
5. Provide 2 recent bank statements for all accounts.  The statements must include your name, at least 4 digits of your account number and the bank name.  Be sure to include all pages, even if they are blank.  Please provide a written explanation of any deposits totaling more than $250 that are not payroll deposits. Bank statements greater than 90 days old are not acceptable.
6. Document the hardship. Please provide any documentation you feel is relevant to your hardship. Please refer to page 3 of the application for additional information.
7. If your house is currently listed for sale, please provide a copy of the listing agreement.
8. Document your income. Please provide the documentation indicated below for all sources of income:

INCOME SOURCE	DOCUMENTATION NEEDED
Wage Earner (Paycheck)	2 most recent consecutive pay stubs or 4 most recent consecutive pay stubs if paid weekly.  Pay stubs greater than 60 days old are not acceptable.  Pay stubs must have the company name, your name, gross and net income with itemized withholdings.  If any of this information is missing, please provide a verification of employment letter (VOE) from your employer on their letterhead that includes the above information and tenure.
Government Social Security or Disability	Most recent award letter that indicates monthly benefit amount. The award letter should be no more than 1 year old.
Retirement or Pension	Most recent award letter that indicates monthly benefit amount. The award letter should be no more than 1 year old.
Food Assistance	Most recent award letter that indicates monthly benefit amount. The award letter should be no more than 1 year old. Account activity statement showing monthly/weekly deposit amount.
Child Support or Alimony	Award letter or court order that indicates monthly amount. Account activity statement showing monthly/weekly deposit amount.
Rental Income	Copy of the fully executed rental agreement and 2 months bank statements with rental deposits circled.
Unemployment Benefits	Unemployment determination letter that indicates monthly/weekly benefit amount. If you were denied for unemployment benefits, please provide the determination letter indicating the denial.
Contribution from a household member not on the loan	A Contribution and Credit Consent form completed by the individual not on the loan who is contributing their income. They will also need to provide their bank statements, income documentation and proof of occupancy. You can obtain a copy of the form here.
Self-Employment Income	A most recent quarter or year-to-date profit and loss form.  If the profit and loss is not completed by a CPA, please provide the business bank statements for the same period to validate income and expenses. A sample profit and loss form is available here.
Listing Agreement	If your house is currently for sale, please provide a copy of the listing agreement.
Other	Income sources vary greatly. Please call (844) 814-7780 to speak with a Payment Assistance Specialist and discuss what additional documentation you may need.

 

Please don’t delay in requesting assistance; time is of the essence!  If any additional information is needed for your review, a Specialist will reach out to you.  Please indicate your preferred method of communication on the application. Once we have a complete application, we will send a determination letter within 30 calendar days. Providing all needed documentation will avoid delays. 

To find available HUD-approved housing counselors, you can call the US Department of Housing and Urban Development at 800-569-4287 or visit www.hud.gov/counseling. 

 

Natural Disaster Mortgage Relief

You may have heard that Fannie Mae, Freddie Mac, FHA, and others have announced the availability of mortgage relief following natural disasters.  If you have been impacted by a recent natural disaster and have questions about the types of assistance that may be available to you, please contact Payment Assistance at (844) 814-7780.  FEMA may also be able to help. Please visit www.fema.gov for more information. 

 

 

All payment assistance documents:

• Mortgage Assistance Application
• IRS 4506C Form
• Contribution and Credit Consent Form
• Sample Profit and Loss Statement
• Dodd-Frank Certification
• Home Affordable Modification Program Hardship Affidavit
• Pre-Foreclosure Addendum
• Taxpayer Consent Form