Request for Assistance

If you’ve experienced a financial hardship resulting from COVID-19 and wish to notify us that it is not possible to make the required monthly mortgage payments, please review the assistance plan details on this page and then complete and submit the COVID-19 Hardship Form below.

If you have exhausted the allowable forbearance plan time period or are on a forbearance plan and are now ready to resume making monthly mortgage payments, click here.

For additional information regarding forbearance, the CARES Act, and additional relief that may be available after forbearance, please click on the below links:

Forbearance Plan Overview

What is the CARES Act and how do I know if it applies to my loan?

What happens at the end of the initial forbearance period?

Are you ready to proceed with a request for assistance or need a forbearance extension?

Please complete and submit the form below if:

You wish to notify us that it is not possible to make the required monthly mortgage payments due to COVID-19.
You are already on a forbearance plan, or your forbearance plan has recently expired, and you would like to request an extension to the forbearance plan.

After our team has reviewed the request, we will respond as quickly as possible and either mail a notice detailing the forbearance or extension details, and if your situation does not meet the requirements for a forbearance plan, we will notify you and outline your mortgage assistance options.

Please know that we are working as quickly as possible, but turnaround times may be as long as 10 days due to high volume. We apologize in advance for any delays.

COVID-19 Hardship Form

All fields are required for submit request

Loan Number

Occupancy Status (Answering this question is for informational purposes only and will not impact your eligibility for assistance.)

Borrower First Name

Borrower Last Name

Borrower E-mail

Property ZIP Code

Have you experienced a financial hardship due to COVID-19 which has impacted the ability to make the required monthly mortgage loan payment including, but not limited to, unemployment, reduction in regular work hours, or illness of a borrower/co-borrower or dependent family member?

I understand that by accepting a forbearance plan any unpaid monthly mortgage payments will not be forgiven. I understand PHH will contact me prior to the end of the forbearance period to discuss my current status and to review all available options at that time.

It is certified and acknowledged that all of the information provided is truthful, and the hardship I identified contributed to the need for mortgage relief.

If you still have questions…

Email us at covid19assistance@mortgagefamily.com
Call us at 1-800-936-8705. Call volume is extremely high, so we ask for your patience and understanding as we do our best to assist all customers. We are currently open to assist you during the following hours: Monday - Friday 9:00 a.m. – 8:00 p.m. EST.
Log in to manage your account 24/7, check payment activity and access important documents. If you don’t have an account already, you may set up an online account today. Due to higher than normal call volumes, your online account will be an invaluable resource providing you with many account management tools and resources.

https://www.mortgagequestions.com/main/mortgagekeeper.html

Helpful Information

Information about COVID-19 relief is available from the Consumer Financial Protection Bureau (CFPB).

Get helpful prevention tips and follow COVID-19 updates from the Centers for Disease Control and Prevention (CDC).

Beware of scams — while situations like this can bring out the best in people, they can also bring out the worst. Be on alert for suspicious looking or sounding emails, text messages or phone calls. Never give out your personal information in response to an unfamiliar email, text or call. When in doubt, check it out by calling the company directly.

Keep checking back here for updates and information.

We will all get through this together with kindness, patience and understanding!

Helping Homeowners
Is What We Do!