Mortgage Hardship Assistance F A Qs
Get answers to your most frequently asked questions about hardship assistance for your mortgage and home equity loan. If you have additional questions, call 1-800-724-1633.
What options are available to help me if I’m having trouble making my mortgage or home equity loan payments?
We offer a number of mortgage assistance options and home equity loan assistance options that you may be eligible for depending on your financial situation and the guidelines of your insurer/investor. You can review our available options on the Mortgage Assistance Programs page.
If you are unsure who your loan is backed by, you can use the loan look up tool to determine your insurer/investor and the appropriate Mortgage Assistance Application for your situation.
Am I able to defer a mortgage or home equity loan payment?
We currently do not offer any options that allow you to skip a payment. However, there may be other options available to assist you. Review other Mortgage Assistance page.
Do I need to send in all of my forms and documents at the same time?
Yes, to streamline the review of your loan, we highly recommended that you send all of your forms and documents together. If not, you will be receiving a letter by mail informing you that your application is incomplete. We are unable to fully review your file until we have received all of your documents.
How long does it take to find out if I’m eligible for mortgage assistance options?
Once we have received your completed application, you will receive a decision within 30 calendar days.
How can I check the status of my mortgage assistance application?
As of right now, the only way to check the status of your application is to contact our Single Point of Contact Team at 1-800-724-1633. We will notify you by mail of your next steps in the process if additional information is needed, as well as once a decision is made.
Will you accept a partial mortgage payment?
Yes. We can accept partial payments. Once enough funds are gathered to make a full payment, they will be applied to your account.
- If you are currently on a Covid-19 forbearance plan you may have the ability to make a partial payments. For more information log into Online Banking or contact our Homeowner Assistance Center at 1-800-724-1633 (8:00am – 9:00pm Monday to Thursday and 9:00am – 5:00pm Friday) to discuss your ability to make a partial payment and or to schedule your payment in full.
- If you are not on a Covid-19 forbearance plan, please contact our Homeowner Assistance Center at 1-800-724-1633 (8:00am – 9:00pm Monday to Thursday and 9:00am – 5:00pm Friday) to discuss your mortgage assistance options.
What happens if I’m impacted by a natural disaster?
There may be mortgage assistance options available to you based on the insurer/investor of your loan. Learn more about Disaster Assistance and how to apply. You can also call us at 1-800-724-1633.
Why do my final modification documents need to be notarized?
A notary is a person who is authorized to perform acts in legal affairs, witnessing signatures on documents. All of your final modification documents may need to be notarized before you send them to us.
What if I am now divorced and my spouse is still on the mortgage?
Depending on the insurer/investor of your loan, you may be required to provide the same financial information for your former spouse, a divorce decree or quitclaim deed (a document from your spouse that transfers their interest in the property to you). Additionally, your spouse may be required to sign loan modification documents.
Why is a title report needed?
A title report is needed to verify that your property is free from any potential or existing liens or other title issues that dispute your ownership.
Are there any additional documents that I’ll need to fill out if I am self-employed?
If you are self-employed, you will need to complete and return a Profit and Loss Statement, which is an attachment located in the Mortgage Assistance Application when you apply. If you need another copy of this form, you can find one here. When applying for mortgage assistance, you will also need to provide us with:
- the most recent yearly or quarterly Profit and Loss Statement signed and dated
- the most recently filed Federal Business and Personal tax returns with all schedules signed and dated
- all personal and business bank statements for two (2) months within the last 90 days and within the timeframe of the Profit & Loss Statement
- If there are business deposits appearing on the personal bank statement, circle and label those deposits
Will I continue to receive past due notices even after modification documents have been signed?
You may continue to receive past due notices until your loan reflects current.
How does being in a Flood Zone impact my mortgage assistance option?
It is important that you have sufficient coverage on your flood insurance policy to cover your principal balance. With some modifications, your principal balance could increase. If your balance increases you may be required to increase your flood coverage. If an increase is required and not obtained the mortgage assistance option will not be closed. For more information on what to do if your property is located in a designated flood zone, please click here.
What if I am impacted by COVID-19?
If you are impacted by COVID-19, you may be eligible for a forbearance plan, which would temporarily pause or reduce your mortgage payments. To be reviewed for a forbearance plan, you must contact us at 1-800-724-1633 and let us know that you have been impacted. Click here for more information on forbearance plans.