Many members have been financially impacted by COVID-19. We are here for you and want to discuss options to help you through this uncertain time. We encourage anyone who has been financially impacted by COVID-19 to contact our Member Solutions team at firstname.lastname@example.org or call us at 800-353-4449. Some of the ways Mortgage Center can help are:
- Temporarily delaying one mortgage payment (Disaster Recovery Repayment Plan);
- Special Forbearance Plan for those borrowers that are unemployed due to COVID-19;
- Self-employed hardship due to COVID-19;
- Waiving of late fees for qualified borrowers for a specific amount of time;
- Suspension of foreclosure and other legal proceedings.
Frequently Asked Questions if You’re Having Trouble Paying Your Existing Mortgage
Q. Who should I contact if I have questions or concerns about my loan?
We are here to help you through this difficult time. Our Member Solutions Team can be reached by calling 800-353-4449 between the hours of 8:00AM and 6:00PM (EST) Monday through Friday or by emailing us at email@example.com. Emails are responded to within 48 business hours.
Q. What is Forbearance?
Forbearance allows you to pause or reduce mortgage payments for a limited time. Forbearance will not erase what you owe, nor does it place the payments at the back of your loan term. Each case will be assessed on an individual basis. If you are interested in more information about forbearance please contact our Member Solutions team at 800-353-4449 between the hours of 8:00AM and 6:00PM (EST) Monday through Friday or by emailing us at firstname.lastname@example.org.
Q. How is my Special Forbearance Plan payment amount decided?
Your Special Forbearance payment amount is determined by the amount of your current monthly mortgage payment. We currently have two plans in place to assist you which our team can review with you. Please contact the Member Solutions team at email@example.com or call 800-353-4449 to discuss your options.
Q. What documentation will I need to provide for my Special Forbearance plan?
Mortgage Center will require the following documentation if you are unemployed and applying for Special Forbearance;
Documentation needed if you're unemployed:
- Two most recent pay stubs.
- Letter from the member’s employer stating that they have been temporarily shut down due to the COVID-19 Virus.
- Proof of Unemployment filing
Documentation needed if you're self-employed:
- Current Profit & Loss or 1099.
- Completed Hardship Affidavit stating they have been temporarily shut down due to the COVID-19 Virus.
- Proof of Unemployment filing.
To securely send these documents to us, click here.
Q. Can I resume making my normal payment prior to the Special Forbearance Plan ending?
The Special Forbearance Plan is offered in response to your request for financial assistance due to temporary unemployment as a result of the COVID-19 virus. We strongly encourage members who are able to resume making their normal mortgage payment to do so as early as possible, without penalty.
Q. What if I cannot afford the amount outlined in the Special Forbearance Plan?
The Special Forbearance Plan is designed to provide immediate relief, with minimal documentation needed from you. If you cannot afford the reduced amount outlined in the Special Forbearance Plan, a full hardship package will be offered. Standard Hardship Reviews take up to 30 days to process and approval is not guaranteed. During the time of a Standard Hardship Review, late charges and delinquent credit apply. As part of the requirement of your Special Forbearance Plan, you must contact us monthly to discuss your account in order to remain on the forbearance plan.
Q. What will happen if I cannot bring my loan current at the end of the Special Forbearance Plan?
If you are unable to bring your loan payments current by the end of the Special Forbearance Plan, it is critical that you contact our office no later than 15th day of the final month of the plan to speak to a member of our Solutions Team to review available options. As required by the Special Forbearance Plan, you must contact us monthly to discuss your account.
Q. What is the Mortgage Center Disaster Recovery Repayment Plan?
The Mortgage Center Disaster Recovery Repayment Plan will postpone one monthly mortgage payment and spread that payment out over the following three months. This option will not impact your credit report and you will not be charged a late fee. No documentation is needed. Please email us at firstname.lastname@example.org or call 800-353-4449 to see if you qualify.
Q. Is my loan backed by the Federal Government?
Many loans are backed by the Federal Government. As your mortgage servicer, we are able to assist you if you have been affected by COVID-19. Please email us at email@example.com or call 800-353-4449 to see if you qualify for one of our assistance programs.
Q. My payments are automatically taken out of my account. What will happen if my loan is accepted for a forbearance or special repayment plan?
If you are currently set up on reoccurring Automatic Payments (ACH) and your loan was accepted for one of our assistance programs, you will be able to temporarily suspend your ACH. We will work with you to temporarily suspend this payment method and make other payment arrangements.
Frequently Asked Questions About Your New Loan
Q. Will my mortgage application be delayed due to COVID-19?
Helping people is our priority. Mortgage rates remain at historically low levels and more members than ever are taking advantage by refinancing their mortgages with us. With the increased volume of refinances, we rely on external providers for services necessary to process a loan. With the higher demand of refinances and extra precautions needed due to COVID-19, members wait times have increased for the appraisal process and title work to be completed. If your loan is delayed, our team will be in contact with you.
Q. Will my closing be delayed or cancelled due to the stay home, stay safe order?
Rest assured, loans are still being closed. We are working closely with the title companies to close your loan and keep a safe distance for the title agents. In many cases, mortgage loans are being closed remotely. If your loan closing is at risk of being delayed, our team will contact you directly to find a solution.
Q. Will an appraisal still be necessary?
Appraisal guidelines are changing rapidly in response to COVID-19. If a full appraisal is still required, we will leverage alternatives in order to reduce the need for appraisers to inspect home interiors. If your loan requires an internal inspection, our team will reach out to you and help facilitate this step.
Q. What happens to my loan in process if I have been laid off or furloughed by my employer?
If your loan is in process and you were recently placed on furlough or have been laid off your loan closing may be delayed at this time. Active employment at the time of closing is required in order for you to qualify for a mortgage. If your employment status has changed since you applied for a loan, please contact your mortgage loan originator immediately to discuss options.
Q. Who should I contact if I have questions about my loan that is in process?
Contact your mortgage loan originator or processor with any questions you have regarding your loan. Their contact information will be provided on the loan estimate or any email communication they have sent to you. If you are having trouble finding their specific contact information, please call 800-353-4449 and we will connect you.Go to main navigation