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Mortgage Servicer Directory for Housing

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DISCLAIMER: As the COVID-19 public health situation evolves, new regulations are being continually issued. This page/story/information may not include the most recent information.

Please use the list below for any assistance in getting COVID-19 Relief.

Directory of Servicer Contacts

For Use by HUD Approved Housing Counseling Agencies only  April 20, 2020

Mortgage ServicerConsumer Self-Service Intake Portals andTelephone Numbers
Arvesthttps://www.arvestcentralmortgage.com/resources/hardship- assistance/hardship-assistance-main
Bank of America https://homeloanhelp.bankofamerica.com/en/forbearance.html
Bayview https://bayviewloanservicingcares.com/coronavirus-update/
BB&T https://bank.bbt.com/retailEnrollment/paymentrelief
  CaliberCall 800-401-6587 for assistance or information on how to request COVID- relief. 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  athttp://www.caliberhomeloans.com/tools-resources/faqs/
 CarringtonLog in to www.mortgageassistance@carrintonms.com for self-service options.
Other Online Resources: www.carringtonmortgage.com/covid19
Carrington Mortgage Serviceshttps://www.carringtonmortgage.com/covid19
Cenlarhttps://www.loanadministration.com/
 ChaseCustomers should log in to their account at 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.
Fay Servicinghttps://www.fayservicing.com/covid-19/
 FlagstarLog in to Myloans at www.flagstar.com;1. (800) 393-4887, Option 1; or2. Go to www.Flagstar.com/hardship to submit an online forbearance request
   Freedom MortgageFreedom encourages customers to submit a request for a COVIDForbearance 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/gethelpIf the customer prefers to speak to a representative, they can contactFreedom Mortgage Customer Care at 855-690-5900 and select option 7 for Financial Hardship.  
     LoanCare· Log in 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 800-909-95251.     Select option 1 for English2.     Listen to explanation of a forbearance and select Option 1 at the end of the message3.     Enter the loan number and last 4 of SSN OR full SSN and property zip code4.     Press 1 to confirm you are requesting temporary financial assistance5.     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 plan1.      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.
LoanDepothttp://start.loandepot.com/assets/int- email/disaster/COVID19ServicingCommunicationv6.0.pdf
M&T Bankwww.mtb.com/help-center/be-informed/coronavirus/hardship-relief-form
 MidFirst1. Customers impacted by COVID-19 are encouraged to log in to 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.
 New America Fundingnewamericanfunding.com/manage-my-loan/#covid19relief
 New Residential Not Available
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.
Ocwen/PHHhttps://www.mortgagequestions.com/coronavirus
PennyMac (PNMAC)Go to www.pennymacusa.com to access an enrollment for COVID-19_assistance.
 QuickenCustomers can log in to their account at www.rocketmortgage.com. Once logged in there is a banner that directs customers impacted by COVID-19 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.http://www.rocketmortgage.com
Suntrusthttps://www1.onlinebanking.suntrust.com/UI/paymentrelief?icid=Paymen tRelief_PersonalBanking_PYMTRELIEF_Hero_NA_L0_567_1044_Default#/
Selene877-768-3759
Select Portfolio Servicinghttps://www.spservicing.com/StaticDetails/DisasterManagement
The Money Sourcehttps://themoneysource.com/happy-hub/coronavirus/
  US BankCustomers 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 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 phonea. Mortgage: 800-219-9739 option 2, 1 or b. Home Equity: 800-219-9739 option, 2, 2

Counselor ContactServicer  List 2020 04 17 2

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Michigan license number:   DM-0016282 Available to the public and licensed in Michigan.

Section 13(1)  When a licensee establishes a debt management plan for a debtor, the licensee may charge and receive an initial fee of $50.00

Section 13(2)  A licensee shall attempt to obtain consent to participate in a debt management plan from at least 51%, in number or dollar amount, of the debtor’s creditors within 90 days after establishing the debt management plan. If the required consent is not actually received by the licensee, the licensee shall provide notice to the debtor of the lack of required consent and the debtor may, at its option, close the account. If the debtor decides to close the account, any unexpended funds shall be returned to the debtor or disbursed as directed by the debtor.

Sec. 14. (1) A contract between a licensee and debtor shall include all of the following:

(a) Each creditor to which payments will be made and the amount owed each creditor. A licensee may rely on records of the debtor and other information available to it to determine the amount owed to a creditor.

(b) The total amount of the licensee’s charges.

(c) The beginning and termination dates of the contract.

(d) The principal amount and approximate interest charges of the debtor’s obligations to be paid under the debt management plan.

(e) The name and address of the licensee and of the debtor.

(f) Any other provisions or disclosures that the director determines are necessary for the protection of the debtor and the proper conduct of business by a licensee.

Sec. 18. (1) In addition to the fee described in section 13(1), a licensee may charge a reasonable fee for providing debt management services under a debt management plan. The fee under this subsection shall not exceed 15% of the amount of the debt to be liquidated during the express term of the plan.

(2) A licensee may offer a debtor the option to purchase credit reports or educational materials and products, and charge a fee to the debtor if the debtor elects to purchase any of those items from the licensee.  Fees charged under this subsection are not subject to the 15% limitation on fees described in subsection (1).

(3) Except for a cancellation described in subsection (4), in the event of cancellation of or default in the performance of the contract by the debtor before its successful completion, a licensee may collect $25.00 in addition to any fees and charges of the licensee previously received by the licensee. This $25.00 fee is not subject to the 15% limitation on fees and charges under subsection (1).

(4) A contract is in effect when it is signed by the licensee and the debtor and the debtor has made a payment of any amount to the licensee. The debtor has the right to cancel the contract until 12 midnight of the third business day after the first day the contract is in effect by delivering written notice of cancellation to the licensee. A cancellation described in this section is not subject to, and a licensee shall not collect, the fee described in subsection (3).

(5) If a debtor fails to make a payment of any amount to a licensee within 60 days after the date a payment is due under a contract, the licensee may, in its discretion, cancel the debt management contract if it determines that the plan is no longer suitable for the debtor, the debtor fails to affirmatively communicate to the licensee the debtor’s desire to continue the plan, or the creditors of the debtor refuse to continue accepting payments under the plan.

(6) A licensee shall not contract for, receive, or charge a debtor an amount greater than authorized by this act. A person that violates this subsection, except as the result of an inadvertent clerical or computer error, shall return to the debtor the amount of the payments received from or on behalf of the debtor and not distributed to creditors, and, as a penalty, an amount equal to the amount overcharged.

530 W Allegan Street, 7th Floor
Lansing, MI  48909-7720
877-999-6442

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