Mortgage Help: How to Contact Lenders Responding to COVID-19
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Homeowners impacted by the coronavirus pandemic may be eligible to receive mortgage forbearance. Some mortgage lenders and servicers are also offering additional mortgage relief programs to borrowers.
To take advantage of these programs, you'll need to contact your lender. Below is an alphabetical list of mortgage lenders and servicers, what they're offering and how to contact them. Lenders are being inundated with phone calls, so whenever possible, it's best to reach out for mortgage help online.
NOTE: Due to the nature of the pandemic, the information below is subject to change — we'll do our best to keep it up to date, but your lender’s website will likely contain the most recent information. For the latest information on how to cope with financial stress during this emergency, see NerdWallet’s financial guide to COVID-19.
A
Ally Home
PHONE: 866-401-4742
WEBSITE: ally.com
Ally offers several assistance options to borrowers who have experienced loss of income, including repayment plans and loan modification. Contact their customer service, which is available seven days a week, to discuss your options.
B
Bank of America
PHONE: 800-669-6650
WEBSITE: bankofamerica.com
In addition to honoring the terms of federal agencies, Bank of America has deferral and forbearance programs for borrowers whose loans are owned by the lender. To submit an online request for a mortgage payment deferment, forbearance or other assistance, log in to your account on the Bank of America website.
BB&T
PHONE: 800-226-5228
WEBSITE: bbt.com
BB&T, which merged with SunTrust to become Truist, is offering payment relief on mortgages and home equity loans. You can find more information here.
BNC National Bank
PHONE: 800-262-2265
WEBSITE: bncbank.com
BNC Bank does not currently have any information on its site about specific COVID-19 assistance programs. Call them to discuss your options.
C
Caliber Home Loans
PHONE: 800-401-6587
WEBSITE: caliberhomeloans.com
Caliber Home Loans is offering mortgage forbearance to borrowers impacted by COVID-19. To request it, you'll need to fill out log in to your account and click on "Trouble Paying" or call them.
Carrington Mortgage Services (Vylla)
PHONE: 800-561-4567
WEBSITE: carringtonmortgage.com
Carrington, which includes the Vylla Loan brand, urges borrowers seeking payment assistance to log in to their accounts and fill out an assistance request form. You may be asked to provide additional documentation.
Chase
PHONE: 888-356-0023
WEBSITE: chase.com
The Chase mortgage relief program offers 90 days of "payment assistance" in the form of forbearance. (If your loan is covered by the CARES Act, you can extend your forbearance term beyond this initial 90 days.) You can call to apply or sign in here to request help.
Citibank
PHONE: 855-839-6253
WEBSITE: citi.com
Citibank recommends that mortgage borrowers call their service provider, Cenlar FSB, at the number above. Cenlar is offering 90-day forbearance for borrowers experiencing hardship.
Citizens Bank
PHONE: 800-234-6002
WEBSITE: citizensbank.com
Citizens Bank borrowers can submit a request for mortgage payment assistance through the lender’s online portal. If you have not previously registered for an online account, you'll need to sign up. Instructions for registering and for submitting your request are available on the Citizens One website.
F
Fairway Independent Mortgage
PHONE: 800-201-7544
WEBSITE: fairwayindependentmc.com
Fairway is offering homeowners three months of forbearance, with the possibility of extension for up to 12 months. Depending on which entity owns your loan, you may also be eligible for a payment deferral or partial claim. Call or visit their online servicing center for more information.
Flagstar Bank
PHONE: 800-393-4887
WEBSITE: flagstar.com
Flagstar is offering eligible homeowners a three-month forbearance plan. To request forbearance, call the number above or log in to your account.
Freedom Mortgage
PHONE: 855-690-5900
WEBSITE: freedommortgage.com
Freedom Mortgage is offering an initial 180 days of forbearance for borrowers covered by the CARES Act. Call the number above or log on to your account to request assistance.
G
Guaranteed Rate
PHONE: 866-397-7238
WEBSITE: rate.com
If you have a loan with Guaranteed Rate, take a look at your most recent statement to figure out what number to call for mortgage help. If your mortgage statement has a return address in Chicago, IL, call 800-263-4159. If the statement is from another city, or you don't have a statement, call the number above.
Guild Mortgage
PHONE: 800-365-4884
WEBSITE: guildmortgage.com
If you need to apply for mortgage forbearance, go to their website to determine your eligibility and submit an application.
H
Homebridge
PHONE: 866-913-2951
WEBSITE: homebridge.com
Homebridge borrowers should go to their log in portal to learn more about mortgage assistance options and fill out an application form.
L
LenderFi
PHONE: 855-211-3867
WEBSITE: lenderfi.com
LenderFi says borrowers experiencing financial hardship can request mortgage help via their online account.
LoanDepot
PHONE: 866-258-6572
WEBSITE: loandepot.com
LoanDepot customers will need to look at their most recent mortgage statement to determine the best point of contact for mortgage help options. If your statement has a return address from Newark, NJ, call 877-420-4526. If the statement has a return address in Chicago, IL, or if you aren't sure where your mortgage is serviced, call the phone number above.
M
Mr. Cooper
PHONE: 888-480-2432
WEBSITE: mrcooper.com
If your loan is with Mr. Cooper, mortgage assistance information is available on their website. Sign in to your account to fill out an application to request help. Mr. Cooper encourages borrowers to continue making payments until their forbearance request has been approved.
N
Navy Federal Credit Union
PHONE: 800-258-5948
WEBSITE: navyfederal.org
Navy Federal recommends signing into your account to send a secure message requesting forbearance. You can also call the number above for assistance.
NBKC Bank
PHONE: 866-397-5370
WEBSITE: nbkcbank.com
NBKC Bank notes that hold times can be lengthy, so borrowers are encouraged to apply online for hardship assistance.
Network Capital
PHONE: 800-300-0018
WEBSITE: networkcapital.net
Network Capital says borrowers should call the number above to discuss mortgage assistance options.
New American Funding
PHONE: 800-893-5304
WEBSITE: newamericanfunding.com
New American Funding has a "COVID-19 Impact Form" you can download here and submit by email, fax or mail to request a forbearance. They also have a separate form for requesting an extension of an existing forbearance.
P
PennyMac Loan Services
PHONE: 800-777-4001
WEBSITE: pennymacusa.com
If your mortgage is serviced by PennyMac, coronavirus help is available online or over the phone. Log in to your account and complete a survey, or call the number above, to apply for short-term forbearance.
PHH Mortgage
PHONE: 800-936-8705
WEBSITE: phhmortgage.com
If your loan is serviced by PHH mortgage, you can learn more and apply for forbearance by filling out the online hardship notification form found here. The lender notes that call volumes remain high and processing time for online requests could be as long as 10 days.
PNC
PHONE: 800-523-8654
WEBSITE: pnc.com
PNC borrowers affected by coronavirus should call the number above. If your mortgage payment is due within 7 days and is set to be paid automatically, PNC recommends calling 888-762-2265 in order to stop payment.
PrimeLending
PHONE: 800-597-0233
WEBSITE: primelending.com
If you have a mortgage serviced by PrimeLending, call the number above or send an email to [email protected].
R
Rocket Mortgage (Quicken Loans)
PHONE: 888-452-8179
WEBSITE: rocketmortgage.com
If your loan is serviced by Quicken Loans or its subsidiary, Rocket Mortgage, COVID-19 assistance is available online. Sign in to your account to learn more and to apply for mortgage forbearance.
RoundPoint Mortgage Servicing
PHONE: 877-426-8805
WEBSITE: roundpointmortgage.com
If your loan is serviced by RoundPoint, mortgage forbearance is an option. Click "COVID-19 FORBEARANCE PLAN" on their COVID-19 response page to begin the application process. If you already received a forbearance from RoundPoint and need an extension, the servicer recommends you call the number above.
S
Shellpoint Mortgage Servicing
PHONE: 800-365-7107
WEBSITE: shellpointmtg.com
Shellpoint mortgage forbearance is available to homeowners impacted by the coronavirus. To apply for a temporary forbearance, log in to your account via their servicing portal.
SoFi
PHONE: 855-622-3198
WEBSITE: sofi.com
Log in to your home SoFi home loans account and choose "manage account" to request hardship relief. You can also call the number above, but Sofi notes that this option is likely to take longer.
SunTrust (Truist)
PHONE: 877-820-2103
WEBSITE: suntrust.com
SunTrust, which merged with BB&T to become Truist, is offering forbearance for mortgages and home equity loans. Apply online via this form, which the lender says is the fastest way to receive assistance.
U
USAA
PHONE: 855-430-8489
WEBSITE: usaa.com
USAA members seeking mortgage payment help due to COVID-19 should call the number above to discuss options.
U.S. Bank
PHONE: 800-365-7900
WEBSITE: usbank.com
Borrowers with mortgages from U.S. Bank can request an initial 180-day forbearance with the option to extend. If you have an online account with U.S. Bank, log in and choose "mortgage assistance." If you don't already have an online account, you can still request assistance online. Go to this page to get started.
V
Veterans First (WinTrust)
PHONE: 866-718-7899
WEBSITE: wintrustmortgage.com
If you have a mortgage with Veterans First, know that their parent company, WinTrust, is handling mortgage assistance options. Send an email to [email protected] with the subject "Hardship Assistance", or call the phone number above.
Veterans United
PHONE: 833-593-5026
WEBSITE: veteransunited.com
Veterans United borrowers should call the number above to learn about their options and apply for mortgage assistance.
W
Wells Fargo
PHONE: 800-219-9739
WEBSITE: wellsfargo.com
Wells Fargo is offering a 3-month payment suspension for both mortgage and home equity borrowers. This can be extended in 3-month increments. To apply, log in to your Wells Fargo account and complete their COVID-19 Payment Assistance Request form. If you do not have an online account and are unable to set one up, call the number above.
