Servicer Directory – Consumer

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BB&T/Suntrust (now Truist)

BBT: 800-827-3722 opt. 9; SunTrust: 800-443-1032

https://bank.bbt.com/retailEnrollment/paymentrelief

Caliber

Call 800-401-6587 for assistance or information on how to request COVIDrelief. Customers impacted by COVID-19 can request a forbearance plan by logging in to their account at www.myaccount.caliberhomeloans.com. Additional information related to COVID-19 assistance is available at

http://www.caliberhomeloans.com/tools-resources/faqs/

Chase

www.chase.com/mortgageassistance

or call 888-356-0023 to request assistance. An online COVID-19 assistance request form will be available for self-service on 5/17/2020.

Citizens One

Encouraged to use online or mobile banking for info:

https://www.citizensone.com/home-loans/pay-my-loan.aspx

800-234-6002

Flagstar

Log in to Myloans at https://www.flagstar.com;

1. (800) 393-4887, Option 1; or

2. Go to https://www.Flagstar.com/hardship to submit an online forbearance request

Freedom Mortgage

Freedom encourages customers to submit a request for a COVID Forbearance online at www.freedommortgage.com/gethelp. This request form will allow for the customers to obtain the desired forbearance plan which will be mailed to them 3 to 5 business days after submission of the request online. No phone call is necessary to obtain the forbearance plan if they complete the online form at:

http://www.freedommortgage.com/gethelp

If the customer prefers to speak to a representative, they can contact Freedom Mortgage Customer Care at 855-690-5900 and select option 7 for Financial Hardship.

Guild Mortgage

Loan Counseling: 1-800-365-4884

If COVID19 related

https://www.guildmortgage.com/covid-19/

All other requests for hardship assistance

https://www.guildmortgage.com/help-center/hardship-assistance/

Lakeview Loan Servicing/Bayview

LoanCare

Log in to www.MyLoanCare.com to request an assistance, and click on the large red white button labeled “Financially Impacted by COVID-19? Click here for relief”.

Borrower may also call 800-909-9525 1. Select option

  1. for English
  2. Listen to explanation of a forbearance and select Option 1 at the end of the message
  3. Enter the loan number and last 4 of SSN OR full SSN and property zip code
  4. Press 1 to confirm you are requesting temporary financial assistance
  5. Press 1 to confirm you understand all monies are due in full at the end of the forbearance.

Starting on or about 4/13/2020: press 1 for a plan shorter or longer than 3 months or hold to accept 3 month plan

  1. If 1 pressed, confirm length by entering 1-6 on keypad (1 month to 6 months)
  2. Confirm length requested by pressing # g. Route to request submitted message with option to speak to an agent for any further servicing needs.

MidFirst

  1. Customers impacted by COVID-19 are encouraged to log in to https://www.MyMidlandMortgage.com to request assistance.
  2. By phone, customers should call 800-552-3000, sign in with their loan number or social, and then select option 4 to speak to a team member.

Mr. Cooper(fka Nationstar)

Customers may submit a “Pandemic Forbearance Plan” request form by logging in to their account online or via their mobile device. This is the fastest way to receive assistance.

Portal: Pandemic Forbearance Plan

Resource Center: Coronavirus Disease COVID-19 Update
Customer Service: 888.480.2432 Hours::
Monday – Thursday: 7am-8pm CST
Friday: 7am-7pm CST
Saturday: 8am-12pm CST
Sunday: Closed

NewRez

Sign in to New Rez account: https://myloan.newrez.com/

866-317-2347 (Customer Service)

PennyMac (PNMAC)

Go to https://www.pennymacusa.com to access an enrollment for COVID-19 assistance.

Quicken

Customers can log in to their account at https://www.rocketmortgage.com

Once logged in there is a banner that directs customers impacted by COVID19 to apply for assistance. They are walked through a few questions to get them into the Covid-19 Forbearance. This site also offers information about the program and some expectations coming out of the forbearance.

Shellpoint

https://www.shellpointmtg.com/covid19-forbearance

800-365-7107 (Customer service)

SLS

https://www.sls.net/get-help/covid-19

800-315-4757 (Home retention)

US Bank

Customers impacted by COVID-19 can obtain a forbearance, submit a loss mitigation application or establish payment plans at www.usbank.com/splash/covid-19.html then click on “Get help with your mortgage” under Mortgage Assistance. Customers that have already been set up on a forbearance or other assistance plan can contact their SPOC (single point of contact) via the information provided when the assistance was established. http://www.usbank.com/splash/covid-19.html

Wells Fargo

  1. Resource page at http://www.wellsfargo.com/mortgageassist
  2. Online request for assistance:
    a. Request Mortgage payment suspension:
    · If you have Wells Fargo online banking, log in to your account. Select the payment assistance alert located by your mortgage account information.
    b. Request Home Equity payment suspension · Request a short-term payment suspension by emailing us through the secure Message Center in online banking. We’ll respond to you in writing via U.S. mail within 7-10 days.
  3. By phone
    a. Mortgage: 800-219-9739 option 2, 1
    b. Home Equity: 800-219-9739 option, 2,2