Mortgage Assistance

Mortgage assistance programs are designed to help homeowners who are going through financial hardship and need help staying in their home or avoiding foreclosure. These hardships can include situations like job loss, illness, or the passing of a loved one. 

Depending on your individual circumstances, assistance options may include solutions such as:

• Repayment plan
• Forbearance
• Loan modification
• Short sale
• Deed in lieu

The options available to you will depend on your financial situation, your loan details and investor guidelines. A review of your information helps determine the best possible solution for your needs.

To start, we need to determine if you are experiencing a short term or long-term hardship. 

Short-term hardship
A short-term hardship is a temporary financial challenge that’s expected to improve within a relatively short time, usually less than 12 months.

This might happen due to life events such as:

• A job loss with plans to return to work
• Temporary illness or unexpected medical expenses
• The impact of a natural disaster

If you are experiencing a short-term hardship, you may be eligible for helpful options like a repayment plan or temporary payment relief (forbearance). 

Our knowledgeable Customer Resolution team is here to help. Call us at 1-800-449-8767 to talk through your situation and work together on a plan to get you back on track. 

Long-term hardship
A long-term hardship is an ongoing financial challenge that is not expected to improve in the near future. This can happen due to significant life changes such as:

• Permanent job loss or a major reduction in household income
• A long-term disability
• Divorce or the loss of a primary income earner 

If you’re facing a long-term hardship, you may need more lasting solutions, such as loan modification or other available alternatives. 

We’re here to help. If you have experienced a financial hardship and want to apply for a Repayment Plan, Forbearance Plan, Loan Modification, Pre-Foreclosure Sale, or Deed in Lieu, follow the steps below to request assistance:

1. Log in or create an account. 
2. Access the Payments page.
3. Under the Payment Assistance tile, select Request Assistance.

A Mortgage Assistance Application can also be completed by contacting our Customer Care Center toll-free at 1-800-449-8767, Monday through Friday, 8:00 am to 9:00 pm EST and Saturday 8:00 am to 5:00 pm EST or by downloading it here. 

Required documents vary based on your hardship and income types.

If you have experienced a financial hardship and want to apply for a Repayment Plan, Forbearance Plan, Loan Modification, Pre-Foreclosure Sale, or Deed in Lieu, follow the steps below to request assistance:

1. Log in or create an account. 
2. Access the Payments page.
3. Under the Payment Assistance tile, select Request Assistance.

A Mortgage Assistance Application can also be completed by contacting our Customer Care Center toll-free at 1-800-449-8767, Monday through Friday, 8:00 am to 9:00 pm EST and Saturday 8:00 am to 5:00 pm EST or by downloading it here. 

Depending on your situation, you may have several options to help manage your mortgage. Visit our Mortgage Assistance page to explore available support and learn more. 

The timeline for a loan modification can vary based on the type of assistance you qualify for and the details of your situation. While every case is unique, responding quickly to any requests from us can help keep things moving smoothly. 

Here is a general overview of what to expect:

• Initial Review - Once we receive your complete package, we typically review it and provide a decision within 30 days. 
• Trial Period Plan - If you’re approved for a loan modification, you’ll usually begin a trial period plan that lasts about three months. During this time, you’ll make the agreed-upon payments to show the new terms are manageable. 
• Final Loan Modification Agreement - After you successfully complete the trial period, we’ll contact you with next steps to ensure the final agreement is signed and returned within the required timeframe.

Tips to Help Speed Up the Process

• Submit a complete application - Double check that all required documents are included before submitting your package. 
• Respond promptly - Reply as quickly as possible to any request for additional information or clarification. 
• Stay connected - Make sure your phone number and email address are up to date and keep an eye out for messages from us. 
• Ask questions early - If anything is unclear, reach out right away – we’re here to help. 
• Choose e-signature when available - Click here if you are interested in signing up for e-sign. During your loss mitigation journey, you’ll also receive an email inviting you to consent to electronic signature. E-signing helps speed up the process and reduces the chance of delays caused by missing or incorrect signatures. 

To make the mortgage assistance process as smooth and stress free as possible, you’ll be assigned a Relationship Manager (RM), also known as your Single Point of Contact (SPOC). This person will be your dedicated guide from beginning to end, so you always know who to contact and what to expect.

Here’s how your Relationship Manager will support you:

• One Dedicated Contact - Your RM is your main point of contact throughout the entire process, providing personalized support tailored to your situation.
• Appointments That Work for You - You can schedule appointments with your RM at times that are convenient for you. Appointments can be viewed and booked easily online, allowing for step by step guidance when you need it.
• Help With Documents - Your RM will explain which documents are required and help ensure everything is submitted accurately, helping to avoid delays.
• Guidance Every Step of the Way - From completing your application to finalizing an agreement, your RM will walk you through each stage of the process and answer your questions along the way.
• Clear and Timely Updates - You’ll receive regular communication, so you always know where things stand and what comes next.
• Help Resolving Issues - If any questions or concerns come up, your RM will work with you to address them quickly and keep things moving forward.

When available for your account, our electronic signature (e sign) option is designed to make completing your agreement simple, secure, and stress free. Here’s how it helps you:

• Easy and Convenient - Sign your documents anytime, anywhere. No need to print, scan, or mail paperwork.
• Faster Processing - Documents can be signed and returned in minutes, helping move your request forward without unnecessary delays.
• Safe and Secure - Your information is protected using industry standard security and encryption.
• Instant Confirmation - You’ll receive immediate confirmation once your documents are signed and submitted, so you know everything is complete.
• Environmentally Friendly - Going digital helps reduce paper waste and supports a greener solution.
• Completely Free - There are no costs. No stamps, envelopes, printing, or paper required.

Using e sign helps make the process quicker, easier, and more convenient so we can focus on finding the right solution for you.

Click here to sign up to use e-sign during your loss mitigation journey. 

You may still be eligible for mortgage assistance, even if you’ve already missed mortgage payments or your loan is in foreclosure. Reaching out as soon as possible can make a difference, as earlier conversations may allow for more options to help resolve your situation.

We’re here to help you understand what assistance may be available and guide you through next steps. Visit our Mortgage Assistance page to explore available support and learn more. 

Some mortgage assistance options may have an impact on your credit, but in many cases, the impact is less severe than a foreclosure. Every situation is different, and the effect can vary based on the type of assistance and your individual account.

We’re here to help you. A representative can help you make the most informed decision for your circumstances.

When available for your account, choosing e-signature helps make the loss mitigation process faster and easier. When you opt-in, you’ll receive an email asking for your consent to sign documents electronically.

Using e-signature allows documents to be sent, signed, and returned quickly, helping to reduce delays and minimizing the risk of missing or incomplete paperwork. This means faster communication, quicker document processing, and a smoother path toward resolving your situation.

Overall, e-signature helps keep things moving forward so we can work toward a solution sooner.

Click here to sign up to use e-sign during your loss mitigation journey.