Servicer Directory – Consumer

BB&T/Suntrust (now Truist)

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


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 Additional information related to COVID-19 assistance is available at


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:



Log in to Myloans at;

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

2. Go to to submit an online forbearance request

Freedom Mortgage

Freedom encourages customers to submit a request for a COVID Forbearance online at 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:

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

All other requests for hardship assistance

Lakeview Loan Servicing/Bayview


Log in to 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.


  1. Customers impacted by COVID-19 are encouraged to log in to 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


Sign in to New Rez account:

866-317-2347 (Customer Service)

PennyMac (PNMAC)

Go to to access an enrollment for COVID-19 assistance.


Customers can log in to their account at

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.

877-426-8805 (Customer Service)


800-365-7107 (Customer service)


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 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.

Wells Fargo

  1. Resource page at
  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