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Existing Mortgage Customers

Having trouble making your mortgage payments?
We are here to help

During these unprecedented times, first and foremost the health and safety of everyone is the utmost importance. The situation is changing rapidly, and every day new policies and guidelines are being proposed by local and federal governments to help keep us safe and provide those in need the care that they require and deserve.

We are here to help.

As the situation continues to change, we are aware of the emotional and financial toll that this is taking on everyone. We want you to know that we are here to help alleviate as much of that as we can, so that you can focus solely on the health of you and your family.

How we can help?

If your ability to pay your mortgage payment is impacted by COVID-19, you are eligible to delay making your mortgage payments.  This is called a Forbearance Plan. Your Forbearance Plan will begin for 90 days and can be extended in increments of 90 days, if needed, up to a total of 360 days. During your plan period we will contact you to determine if you need additional assistance. If your hardship continues at the end of this temporary relief period, additional options such as a loan modification may be available. You will be eligible to request additional assistance and submit documentation for further review through our Loan Solution Center portal.

During the Forbearance Plan:

  • You will not be charged late fees.
  • You will not be charged additional fees, penalties or interest as a result of being on a Forbearance Plan beyond what we would charge if you made your payments as scheduled.
  • We will not report your payment late as it relates to the Forbearance Plan.
  • Foreclosure and eviction proceedings will be suspended.
  • If you’re able to, you can make a partial or full payment.

For additional information see our Frequently Asked Questions.

You can also visit knowyouroptions.com to learn more about a Forbearance Plan and other options available after your forbearance period ends.

What can I do now?

If you have a financial hardship related to the COVID-19 pandemic, please submit your request for a Forbearance Plan through our Loan Solution Center portal. You will need to register on the portal prior to submitting your request for assistance.  To register, you’ll need to provide your loan number, social security number and property zip code.

After registering, please click on the link for additional information about COVID-19 and then click on “Assistance Center”. You will be asked to indicate your reason for hardship (i.e. why you are requesting assistance). Under Special Circumstances please select “COVID-19 (novel coronavirus)” and choose how COVID-19 has impacted you under “Hardship Reason”. For example, select “Unemployment” if you have been laid off or “Reduction in income” if your income has been reduced due to COVID-19. There are no other requirements to sign up for a Forbearance Plan.

Please allow up to 7 business days to receive confirmation in the mail that you’ve been enrolled in a Forbearance Plan.



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