Welcome to our Mortgage Resources page, which contains information on mortgage companies, how they have responded to the COVID-19 pandemic, and how that may affect you. To visit our COVID-19 Resources page with information about the real estate market and how it impacts buyers and sellers, click here.
As of Wednesday, March 25th, 2020, The Division of Banks on behalf of Governor Baker called for all regulated financial institutions to follow new guidance to accommodate borrowers who are affected by COVID-19 and cannot make timely payments. These actions included:
60-day postponement of foreclosures;
60-or-more day grace period for late mortgage payments that includes waiving late fees, online payment fees, and reporting to credit agencies;
Offering borrowers an additional 60-day grace period to complete trial loan modifications;
Ensuring the consistent availability of account management and customer service capabilities for borrowers, even if the mortgage servicer closes its office; and
Providing proactive outreach to borrowers explaining what assistance they offer.
If you are concerned about paying your mortgage, be proactive and contact your mortgage company right away. Be sure to CONFIRM DIRECTLY WITH THEM in writing on the terms and ensure exactly what repayment terms will be, if it will affect your credit, etc.
Click each tab for information on each servicer, their website, and phone number. We recommend you call FIRST THING in the morning with your loan information ready. If you have an online account, they will likely direct you there to download forms and submit a request.
- Quicken Loans/Rocket Mortgage
- Wells Fargo
- Bank of America
- United Wholesale Mortgage
- Caliber Home Loans
- Flagstar Bank
- Mr. Cooper
- HomeStreet Bank
- First Republic Bank
- PNC Mortgage Services
- Salem Five
- U.S. Bank
- Fairway Independent Mortgage
- Citizen’s One
- DCU – Digital Federal Credit Union
- DIRECT Federal Credit Union
- Santander Bank
- Workers Credit Union
- Leader Bank
- Eastern Bank
Call: (800) 769-6133
At this time, Quicken Loans is offering an initial relief option of forbearance. You will need your login information/to create an online account.
Hardship Packages Offered: You may request a forbearance on your loan to temporarily suspend your monthly payments during the period (3 months).
Call: (800) 678-7986
Automatically waived late fees for March and April for mortgage and home equity accounts. If you’re unable to make your payment due to COVID-19 related hardships, they’re offering a 3-month payment suspension. To request this assistance, sign in to online banking and email them through the Message Center. They’ll send you a letter via U.S. mail within 7 – 10 days with all the details outlined for your particular situation. If you set up automatic payments with Wells Fargo or another bank, you’ll need to manually stop those payments.
Hardship Packages Offered: Suspending residential property foreclosure sales, evictions. Also offering fee waivers, payment deferrals and other expanded assistance for credit card, auto, mortgage, small business and personal lending customers who contact the company.
Call: (800) 669-6650
Call the number above or sign in online. Mortgage, home equity lines of credit, and home equity loans may be eligible for payment deferral, special forbearance, or other loan assistance options, based on certain loan criteria. For each of these solutions, there will be no negative credit bureau reporting if your loan is currently up-to-date. They have also paused foreclosure sales and evictions of occupied properties.
Hardship Packages Offered: Offering forbearance and loan modifications up to 90 days.
Notes: Refer to your mortgage statement to determine where your loan is serviced for accurate contact information…
• If your statement has PO Box 11733, Newark, NJ 07101-4733, please click to call (877) 420-4526 for assistance.
• If your statement has PO Box 5710, Chicago, IL 60680-5681 or if you are unsure where your mortgage is serviced, please click to call (866) 258-6572 for assistance.
Hardship Packages Offered: Clients can be eligible for assistance if they are experiencing illness, quarantine, lay-offs or reduction of hours and office or school closures. Contact info in the link above.
Call: (800) 393-4887
Website above has explicit instructions on what to do if you’re faced with an unexpected financial hardship as a result of COVID-19.
Hardship Packages Offered: You may request a forbearance on your loan to temporarily suspend your monthly payments during the period (3 months). At the end of the 3 months forbearance, you have several options explained on their website above.
Call: (888) 480-2432
Make sure you’ve created an online account at mrcooper.com. They are working with federal agencies and housing authorities to ensure that they can provide assistance to eligible borrowers impacted by the pandemic. They are also coordinating with state regulatory authorities, among them New York and California, as they announce efforts to assist their residents experiencing financial hardship from the pandemic. We will keep you updated as soon as solutions are available.
Hardship Packages Offered: Grace period until April 15th to make your payment without any penalties, late fees, or harm to your credit. After that, forbearance.
Call: (844) 544-9071
Either call the regular banking customer service number and request to speak with a specialist or send an email request directly to the specialists at: firstname.lastname@example.org.
Hardship Packages Offered: Once connected with a representative, the rep will complete the online application on your behalf. They are offering up to 6 months loan forbearance to start.
Call: (888) 408-0288
Must first request to speak with a Relationship Manager who can access your mortgage account. If the Relationship Manager is not available immediately, a request will be made to return your call within 1-2 business days. Once you’re connected with a Relationship Manager on the team that can service your loan, they will fully verify your information and discuss any refinancing or deferment options.
Hardship Packages Offered: Refinancing or deferment options available.
Call: (800) 850-5000
Either call the regular banking customer service number and request to speak with a specialist (800-850-5000) or send an email request directly to the specialists at: email@example.com. Within 1 business day, someone will get back to you with hardship options.
Step 1: Send in a “hardship letter” (type a letter stating what’s happened, i.e.: due to the outbreak we have lost our jobs, having trouble making mortgage payments, sign by both and date), and scan and email to that email address.
Step 2: Management will review the letter and if your loan is deemed eligible, they’ll send out the forbearance plan information.
Step 3: They will read through the forbearance plan information, sign the agreement and return.
Hardship Packages Offered: A Forbearance plan. They will suspend payments for 3 months. After the 3 months are up any missed payments will need to repaid either through a repayment plan (regular monthly mortgage payments plus a little more on top of it) or through a loan modification program (similar to a refinance) where they change the terms of the mortgage so we don’t pay more but it will extend the terms of the mortgage.
Call: (800) 456-8855
Call the number above or visit their website.
Hardship Packages Offered: Submit your request for assistance through their Loan Solution Center portal. You will need to register on the portal prior to submitting your request for assistance. To register, you’ll need your loan number, social security number and property zip code. After registering, click on the link for additional information about COVID-19 and then click on “Assistance Center”. You will be asked a series of questions related to your situation including your reason for hardship (i.e. why you are requesting assistance). Please select a “Reason for Hardship” that is a result of the COVID-19 pandemic’s impact on you (for example, select “Unemployment” if you have been laid off due to COVID-19). You will also need to upload a document describing your hardship. Please label this document COVID-19. Once you’ve submitted your request they’ll evaluate you for loan assistance options and will contact you with details. Please allow up to 5 business days for a response.
Call: (800) 328-8797– main menu option 1, then ext. 9154
Send an email to COLfirstname.lastname@example.org to inquire about Hardship Packages available to you.
Hardship Packages Offered: Have a note on their website as follows: “If a sudden loss of income is making it difficult for you to make your loan payments, we are ready to help you navigate the various financial programs we have to help get you back on the path towards your financial goals.” Send an email to the email above.
Helping both retail and business banking customers – difficulty making loan payments waiving fees associated with early CD withdrawals and increasing cash availability limits at ATMS.
Hardship Packages Offered: offering deferments, different programs being offered based on the type of loan you have, overseen by the collections department. If you have a hard time reaching them call back tomorrow for more information about types of programs offered.
Call: (800) 221-4020
Member solutions department / Collections Department – if someone doesn’t answer, leave a voicemail. They will call you back quickly.
Hardship Packages Offered: Offering 1-2 months mortgage payment deferment with no questions asked. It a client needed more than 2 months they would re-assess and paperwork would be involved.
The vast majority of mortgages are owned by government sponsored enterprises such as Fannie Mae, Freddie Mac, or Federal Housing Administration but serviced by mortgage servicers. To find out who the actual owner of your loan is, use this look up below.
To get an idea of what these servicers should be saying to you and offering to you, please click here to see the direction from Fannie Mae and Freddie Mac.
Mayor Walsh announced on April 10, 2020 that after several weeks of negotiations 12 of Boston’s largest housing lenders were to offer mortgage deferments to owner-occupants for up to 90 days without charging late fees or reporting non-payment to credit agencies. They would also spread out missed payments over future installments instead of requiring remittance in one lump sum.
Each bank in the program is linked in the buttons below. Click to visit their websites.