We’re here to help.

Updated 04/07/2021

We are closely monitoring the evolving situation with the COVID-19 (coronavirus) pandemic and we are taking the necessary steps to help protect the safety and well-being of our customers and employees. As new developments emerge, we will share that information with you about how we continue to operate safely and effectively. We hope you and your loved ones are safe and healthy.

During this time, we will periodically email our customers with important updates. To ensure you receive them, we encourage you to create an online account if you don't already have one and/or confirm you have opted in to receiving communications (including email) from Carrington for any existing accounts. 

Please take advantage of our online digital tools and resources for your mortgage needs as we continue to adapt to this ever changing environment.

Having trouble making your mortgage payments?

For those of you who have been financially impacted by the COVID-19 pandemic, Carrington is here to help. We offer a variety of loss mitigation options, including forbearances and, for eligible loans, deferments.  Additional information provided below.

TO APPLY FOR A FORBEARANCE, please click COVID-19 AssistanceYou will be prompted to either log in to your account or create an account if you don’t already have one.  Carrington is not requiring you to provide any documentation when requesting a COVID-19 forbearance; however, if the loan is not government-backed and not covered under the CARES Act, you may be requested to provide written affirmation of hardship due to COVID-19 after submitting your request.

• If you qualify for a forbearance, we will notify you by email and/or mail within five (5) business days. If your loan is not government backed and not covered under the CARES Act, and we need additional information from you in order to provide you with COVID-19 assistance, we will notify you by mail and/or call or email you within five (5) business days.

• If your loan is not eligible for a COVID-19 forbearance, or if all COVID-19 forbearances have been exhausted, you will be directed to our Mortgage Assistance page to see what loss mitigation options may be available to you and the documents and information that you need to provide.

If you wish to seek forbearance, but do not have an account login and do not wish to create one, please contact Customer Service, toll-free, at 800-561-4567.

If your hardship is not COVID-19 related, please visit our Mortgage Assistance page to see what options may be available to you and the documents and information that you need to provide.

Resources to help you stay connected and safe.

• Please make sure you have created an online account so you will have all the tools you need to manage your mortgage anytime, from anywhere. It will allow you to make a payment, check your payment activity, see important documents, and more.

• Download the Carrington Quick Pay™ mobile app to make a payment or access your account information from your phone or mobile device.

Download on the AppStore Get It On Google Play

• Get helpful prevention tips and follow updates from the Centers for Disease Control and Prevention (CDC) to keep you and your family healthy and safe.

Beware of scams since criminals often take advantage of situations like these to impersonate companies, charities or government agencies. Keep an eye out for suspicious-looking or sounding emails, text messages, or phone calls. A Carrington team member will never ask you for your account username or password.

• Avoid government scams since there are criminals pretending to be affiliated with government agencies (state and/or federal) to scam you out of money.

Frequently Asked Questions

WHAT IS A FORBEARANCE?

A forbearance provides a temporary pause of your mortgage payments.

FEDERALLY BACKED MORTGAGE LOANS COVERED UNDER THE CARES ACT 

Federally backed mortgage loans covered under the CARES Act shall be granted forbearances in 90-day increments for up to 180 days (“initial period”) and shall be extended for an additional period up to 180 days (“extended period”) at the request of the borrower, provided that, the borrower’s request for an extension is made during the covered period, and, at the borrower’s request, either the initial or extended period of forbearance may be shortened.

Federally backed mortgage loans include any loans which are secured by a first or subordinate lien on residential real property (including individual units of condominiums and cooperatives) designed principally for the occupancy of from 1 to 4 families that are insured by the FHA, guaranteed by the VA or USDA, or purchased and securitized by the Federal Home Loan Mortgage Corporation (Freddie Mac) or the Federal National Mortgage Association (Fannie Mae).

The deadline to request the initial forbearance depends on which of the government agencies backs your loan:

  • FHA, USDA, VA – Deadline is June 30, 2021
    • For those borrowers who requested and received their initial CARES Act forbearance on or before June 30, 2020 shall be granted up to two additional three-month forbearance periods for a total of six months after the twelve months of COVID-19 forbearance period has been reached, provided that the request is made on or before June 30, 2021. The borrower must request each three-month extension individually. Neither of the two additional three-month COVID-19 forbearance periods may extend beyond December 31, 2021.
    • For those borrowers who request an initial CARES Act forbearance on or before June 30, 2021 shall be granted forbearance in 90-day increments for up to 180 days (“initial period”) and shall be extended for an additional period up to 180 days (“extended period”) at the request of the borrower, provided that, at the borrower’s request, either the initial or extended period of forbearance may be shortened. A COVID-19 forbearance period may extend through June 30, 2022, if the initial request is made on or before June 30, 2021.
  • Fannie Mae, Freddie Mac – No deadline at this time                                                
    • If you continue to experience COVID-19 related hardship and are currently on an active forbearance plan for a COVID-19 hardship as of February 28, 2021, and you have reached or are about to reach the end of the 12-month cumulative COVID-19 forbearance period, you may be eligible for an additional forbearance plan term extension of up to 3 months, and thereafter, one or more forbearance plan term extensions of no more than 3 months each, provided the plan term does not exceed 18 months of total delinquency or a cumulative term of 18 months, whichever is shorter. Please contact us for more information.

 

You can look up that information online, call, or send a written request to Carrington.

Look it up Online

The easiest way is to log in to your account and click on the COVID-19 Assistance form link. Then click on the COVID-19 Repayment Options Quick Reference. You will then see what type of loan you have and whether it is covered under the CARES Act.

Also, there are some online tools you can use to look up who owns your mortgage. Many mortgages are owned by Fannie Mae or Freddie Mac. Both offer a mortgage look up tool on their website.

Call Carrington

Please call us at (800) 561-4567 from 8:00 am to 8:00 pm Monday - Friday Eastern Time.

Send a Written Request

Another option is to send a written request to Carrington. Please send written correspondence including errors and information requests, inquiries or complaints, or to share any concerns, to:

  • Fax: 1-800-486-5134
  • Carrington Mortgage Services, LLC
    P.O. Box 5001
    Westfield, IN 46074

*Please include your loan number on all pages of correspondence.

 

Additional Guidance:

The FHA does not require lump sum repayments at the end of the forbearance. The FHA provides COVID-19 Home Retention Options for borrowers who indicate they have the ability to resume making on-time mortgage payments and meet certain eligibility criteria. For more information, please visit www.hud.gov/coronavirus.

Servicers of VA loans cannot require borrowers to make a lump sum payment immediately after a borrower exits a CARES Act forbearance. The VA has a suite of loss mitigation options to assist Veteran borrowers in bringing their home loan current. In addition to the regular loss mitigation options, the VA is making available all disaster loss mitigation options to further assist borrowers affected by the novel coronavirus (COVID-19) pandemic. For more information, please visit www.benefits.va.gov/homeloans.

The USDA’s Rural Housing Service (RHS) does not require a lump sum payment at the end of the forbearance. Carrington will work with borrowers to determine if they can resume making regular payments and, if so, either offer an affordable repayment plan or term extension to defer any missed payments to the end of the loan. If the borrower is unable to resume making regular payments, Carrington will evaluate the borrower for all available loss mitigation options. For more information, please visit www.rd.usda.gov/coronavirus.

For Fannie Mae, please visit www.knowyouroptions.com to learn more. COVID-19 mortgage assistance options are available here: https://capmrkt.fanniemae.com/heretohelp/kyo/media/forbearance-homeowner.pdf

For Freddie Mac, please visit https://myhome.freddiemac.com/getting-help to learn more. COVID-19 mortgage relief options are available here: https://myhome.freddiemac.com/getting-help/relief-for-homeowners.html

 

NON-FEDERALLY BACKED MORTGAGE LOANS

For non-federally backed mortgage loans, which are not subject to the CARES Act, Carrington has implemented COVID-19 forbearance options in accordance with investor guidelines and applicable state laws. Specifically, for non-federally backed mortgage loans, Carrington is granting COVID-19 impacted borrowers forbearances up to 90 days if requested prior to January 31, 2021, unless applicable state law provides a different date (see below). Also, some non-federally backed mortgage loans are eligible for forbearance extensions per state law (see below). Borrowers struggling with making their mortgage payments are always encouraged to communicate with Carrington to determine if any modified repayment options are available.

Once the forbearance period expires, customers will be asked to complete a loss mitigation application to be considered for all loss mitigation options, including loan modifications. Once a customer has submitted a complete loss mitigation application, the application will be underwritten and we will provide each customer an evaluation within 30-days that explains the loss mitigation options that have been approved or denied, as well as the next steps.

California AB 3088 allows borrowers who are impacted by COVID-19 to request a forbearance if:

  1. The borrower is experiencing a financial hardship (due directly or indirectly to the COVID-19 pandemic) that prevents the borrower from making timely payments on the mortgage obligation due;
  2. The borrower was current on payments as of February 1, 2020; and,
  3. The loan was originated prior to September 1, 2020.

For District of Columbia non-federally backed mortgage loans that are not covered under the CARES Act, Carrington borrowers will be granted forbearances up to 180-days if requested prior to July 19, 2021. If after July 19, 2021, District of Columbia borrowers may still be eligible for a forbearance in accordance with investor guidelines. Borrowers struggling with making their mortgage payments are always encouraged to communicate with Carrington to determine if any modified repayment options are available.

For Maryland non-federally backed mortgage loans that are not covered under the CARES Act, Carrington borrowers will be granted forbearances for a period up to 180 days (“initial period”), which may be extended for an additional period up to 180 days (“extended period”) at the request of the borrower; provided that, at the borrower’s request, either the initial or extended period of forbearance may be shortened.

At least 30 days prior to sending a notice of intent to foreclose, Carrington will send a written notice to the borrower that if the borrower is experiencing a financial hardship due, directly or indirectly, to the COVID-19 emergency, the borrower may, for a period of 90 days after the date of such notice, request a forbearance, regardless of delinquency status, for a  period up to 180 days (“initial period”), which may be extended for an additional period up to 180 days (‘extended period”) at the request of the borrower (if such request is made during the initial 180 day forbearance period); provided, that, at the borrower’s request, either the initial or extended period of forbearance may be shortened.

For Massachusetts non-federally backed mortgage loans that are not covered under the CARES Act, Carrington borrowers will be granted forbearances up to 180-days if requested prior to October 17, 2020. If after October 17, 2020, Massachusetts borrowers may still be eligible for a forbearance in accordance with investor guidelines. Borrowers struggling with making their mortgage payments are always encouraged to communicate with Carrington to determine if any modified repayment options are available.

Until the termination date of the national emergency declared by the President on March 13, 2020, for New York non-federally backed mortgage loans that are not covered under the CARES Act, Carrington borrowers with mortgage loans that were not accelerated or in foreclosure as of March 7, 2020 ("qualified mortgagors") will be granted forbearances up to 180-days with an option to extend for up to an additional 180-days if the borrower demonstrates continued hardship.

Once the forbearance period ends, Carrington will allow qualified mortgagors to select one of the following three repayment options for a COVID-19 forbearance:

  1. Extend the term of the loan for the number of months the loan was in forbearance;
  2. Repay the arrears accumulated during the forbearance period on a monthly basis; or,
  3. Negotiate a loan modification or any other options that addresses the borrowers changed circumstances.

If the borrower and Carrington cannot reasonably agree on a loan modification, Carrington will offer to defer the amount of the forbearance into a non-interest bearing balloon loan due at the maturity of the loan or at any time when the loan is satisfied through a refinance or sale.

For Oregon non-federally backed mortgage loans that are not covered under the CARES Act, Carrington borrowers were granted forbearance that began on March 8, 2020 and ended on January 31, 2021. Any forborne payments will be deferred and a borrower will be permitted to repay the deferred payments at the scheduled or anticipated maturity date of the loan, but only if Carrington and borrower cannot agree to a modification or other loss mitigation option. A borrower is only required to notify Carrington once and attest that it will not be able to make the monthly mortgage payment due to a loss of income related to the COVID-19 pandemic. Borrowers struggling with making their mortgage payments are always encouraged to communicate with Carrington to determine if any modified repayment options are available.

 

During the forbearance period for all loans, you will not be required to make your regular monthly payment, you will not be assessed any late fees or other fees, and the current credit reporting status will remain the same for every month on the forbearance plan. 

It is important to understand that all missed payments suspended during the forbearance period are not forgiven. At the end of the forbearance, you will have options to repay your missed payments. Carrington will work with you on all available options to bring your loan current when the forbearance period(s) end.

What happens at the end of a forbearance? Will there be a lump sum due?

Carrington services mortgage loans for various investors, and any repayment options available at the end of the forbearance period will be dictated by investors, insurers and applicable laws, including the CARES Act and state laws. After the forbearance plan is over, the next steps are based on your unique circumstances.

Options include:

  • Loan modification – if you qualify for a loan modification, the terms of the loan are modified so you can afford the loan and stay in your home. This may include a reduction in interest rate and/or an extension at the end of your loan giving you additional months to pay the forbearance amount. Any past due interest and escrow amounts (if applicable) are added to your loan balance to bring your loan current.
  • Reinstatement (Pay it as a lump sum) – if your financial situation allows, the simplest option is to pay back the amount owed as a lump sum and pay off the amount you owe at one time. We know this isn’t always possible for customers.
  • Repayment plan – over a set number of months, you’ll pay an extra amount in addition to your normal monthly payment to cover the amount you owe from the forbearance.
  • Extension of forbearance plan – if you are unable to resume monthly payments at the end of your forbearance plan, we may be able to extend the plan for additional time.
  • Deferment – if your investor or insurer allows, or if state law requires it, you may be able to resume making your monthly mortgage payments at the end of the deferral period (see below for additional information).

At least 30 days prior to the end of your forbearance plan, Carrington will reach out to you by phone, email (when permissible), and/or mail to understand your current financial situation and see what loss mitigation options are available to you, including possibly extending your forbearance plan. It is important that you remain in contact with Carrington so that we can provide you with the best possible service.

Carrington understands that borrowers may face challenges and is committed to working with you to find the best long-term relief option for your situation. Rest assured, we will work with you toward the end of your plan to determine the best next steps.

If I decide not to move forward with the forbearance plan, what do I need to do to notify you?

If you decide you no longer want to move forward with the forbearance plan, please notify us either by phone or through our website in order to opt out of the forbearance. If you elect to continue making your regular monthly payments, you will need to let us know at the end of the forbearance period that you no longer need assistance.

Can I make full or partial payments during my forbearance plan?

Yes, if you can continue to make payments during your forbearance plan, we recommend doing so as it will reduce the amount you will be required to repay later. This includes partial payments and/or escrow payments (if applicable). We will contact you before the end of your forbearance plan, and work with you to determine the best program for you to repay those missed payments.

Will I still receive billing statements during the forbearance period?

Yes. In most circumstances, we are legally required to send you a billing statement every 30 days. Please refer to your forbearance plan letter, once received, which outlines the terms of the forbearance plan as the billing statements will still show the contractual amount due.

Will I receive letters advising me of delinquency status?

We are required to send certain letters to ensure compliance with federal, state, and investor guidelines. Please refer to your forbearance plan letter, which outlines the terms of the forbearance plan. You will not be required to make any payments during the forbearance plan period. In addition, you will not be assessed late charges or receive adverse credit reporting during the forbearance plan period.

What happens if I cancel or opt out of my forbearance plan?

It is important that you understand that you do not need to cancel or opt out of your forbearance plan in order to get permanent assistance. We will work with you while the forbearance plan is in place to resolve any delinquency based on your situation and specific loan type. Cancelling or opting out of your forbearance plan should only be used if you are current or can bring your loan current and you are able to resume making your normal monthly mortgage payments.

If you cancel or opt out of your forbearance plan, please know that all normal servicing of your loan will resume immediately.  This includes late charge assessment, credit bureau reporting and normal collection activities.  We will no longer be reporting that you are on an active forbearance plan and will report your loan status (e.g., current, 30 days late) beginning with the next credit bureau reporting cycle.  

Will I qualify for a refinance of my loan if I enter into a forbearance plan?

While your loan is in forbearance, you will not be required to make monthly payments, though you may continue making payments if you are able and so choose.  A forbearance may impact your ability to obtain a refinance, depending on the eligibility requirements and credit underwriting standards used by the lender.

WHAT IS A DEFERMENT?

A deferment allows customers to resume making their normal mortgage payments at the end of the deferral term without any additional amounts owed at that time. However, if your taxes and insurance are escrowed and paid by Carrington, that portion of any missed payments will be spread over 24 months (or longer in some cases).

The Federal Housing Finance Agency (FHFA) has created a COVID-19 payment deferral option for loans purchased and securitized by the Federal Home Loan Mortgage Corporation (Freddie Mac) or the Federal National Mortgage Association (Fannie Mae). This payment option is available to borrowers whose loans were current as of March 1, 2020 and allows borrowers to resume making the same regular monthly payments as they were prior to the COVID-19 related hardship, and any missed payments are deferred to the end of the loan term (the maturity date). The deferred amounts become due when the borrower makes the last loan payment or pays off the balance of the loan (e.g., sell or transfer the property, or refinance the loan).

For non-federally backed mortgage loans, which are not subject to the CARES Act, prior to or once the forbearance period expires, customers with mortgage loans that were not delinquent as of the Emergency Declaration Date (March 13, 2020) may also have the option to accept or reject a loan deferment (up to 90 days in total between a forbearance and loan deferment). The sum of the missed payments will be due at the earlier of the loan’s maturity or payoff, whichever occurs first. Importantly, the deferred principal and interest payments are non-interest bearing for the life of the loan. The escrow portion of those payments will generally be paid back by spreading the missed amount of taxes and insurance over twenty-four (24) months beginning with the first payment after the deferral is processed.

If I’ve received communications about being approved for a forbearance and/or deferment plan, will I need to stop any automatic payments?

Yes, being approved for a forbearance and/or deferment plan will not stop automatic payments. If you are currently enrolled in AutoPay through Carrington, please call or send an email to COVIDACHcancellationrequest@carringtonms.com at least three (3) business days before your payment is due to be drafted to request a cancellation. Please make sure to include your loan number. If you have recurring payments set up through a different financial institution, you will need to cancel the automated draft through that financial institution.

Is a forbearance different than a payment deferral?

A payment deferral is an agreement to pay the past due amounts at a later date, typically at loan maturity or payoff. A forbearance provides temporary relief by reducing or suspending your payments for a brief period of time. Toward the end of your forbearance period, we will reevaluate your situation to determine your ability to resume making payments and the best program to repay those missed payments.

Most mortgage loans serviced in the U.S. are part of programs sponsored or insured by the federal government, including loans owned by Fannie Mae, Freddie Mac, and those insured or guaranteed by the FHA, VA or USDA.  We’re working closely with our investors to be as up to date as possible on any changes.

Will this impact any escrow impounds, including taxes and insurance?

In the same way that your principal and interest payments will be paused for a period of time, your payments for taxes and insurance will also be temporarily suspended if they are paid through your escrow account unless you choose to continue making your monthly escrow payments. Carrington will continue to pay your taxes and insurance as they become due during the forbearance and/or deferment period.

If you do not have an escrow account with Carrington, you should continue to make payments for your property taxes and insurance when those payments become due.

Will I be charged any interest or fees for missed payments?

Outside of your regular principal and interest, no additional interest or fees will be charged during the forbearance period.

If my mailing address is outside of the United States, how can I ensure I remain up to date on my loan?

We encourage you to create an online profile and opt-in to receive emails and texts.  We will be using these methods to communicate with our customers to ensure that they are informed and up to date with the status of their loans and next steps in the process.

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