We’re here to help.

Updated 6/4/2020

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.

We are experiencing higher than normal call volumes. We apologize for any inconvenience and ask for your understanding as we work to serve all of our customers. 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, in some cases, deferments.  Additional information provided below.

To apply for a forbearance, please fill out the COVID-19 Assistance Form and it will be directed to our Loss Mitigation Department for immediate processing: COVID-19 Assistance form.  You will be prompted to either log in to your account or create an account if you don’t already have one. Currently, we are not requiring you to provide any documentation when requesting a COVID-19 forbearance; however, you may be requested to provide documentation/information at a later date.

• If you qualify for mortgage payment assistance, including a forbearance, we will notify you by email and/or mail within seven (7) 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 (written affirmation of hardship as a result of the COVID-19 pandemic), we will notify you by mail and/or call or email you within seven (7) days advising you to provide the required documentation/information.

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

• If your hardship is due to a different issue and 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.

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• 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.

Loss Mitigation options available (additional information provided below):

• Forbearance which provides temporary short-term relief by reducing or suspending your normal monthly payments for a brief period of time.

• Deferment which provides temporary short-term relief and allows customers to resume making their normal mortgage payments at the end of the deferral term without any additional amount owed at that time. Any missed payments will be placed into a non-interest bearing balloon payment that is due at maturity or at payoff of the loan.

Repayment Plan which allows you to pay, over a set number of months, an extra amount in addition to your normal monthly payment to repay the amount you owe from the forbearance.

Loan Modification which may extend the term of your loan by giving you additional months to repay the amount you owe from the forbearance and/or reduce your interest rate to lower your payment. Loan Modification programs require a complete loss mitigation application.

Frequently Asked Questions

What is a forbearance?

A forbearance provides a temporary pause of your mortgage payments. COVID-19 loans eligible for forbearance plans will have an initial period of 90 days.

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).

For loans that are not federally backed and not covered under the CARES Act, a forbearance and other loss mitigation options are still available to you in accordance with investor guidelines and applicable state laws.

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 monthly 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 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. After the forbearance plan is over, the next steps are based on your unique circumstances. A lump sum may be an option, but is not the only option. Options include:

  • 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, you may be able to resume making your monthly mortgage payments at the end of the deferral period (see below for additional information).
  • Loan modification – if you are unable to do any of the options listed above, we will work with you on a loan modification. This may include an extension at the end of your loan giving you additional months to pay the forbearance amount.

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 an additional 90 days. 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. 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 qualify for a refinance of my loan if I enter into a forbearance plan?

You will not be able to qualify for a refinance while on a forbearance plan. 

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.

The Federal Housing Finance Agency (FHFA) has created a new deferral option for loans purchased and securitized by the Federal Home Loan Mortgage Corporation (Freddie Mac) or the Federal National Mortgage Association (Fannie Mae). Under the program, borrowers whose loans are backed by Freddie Mac or Fannie Mae will start making their mortgage payments again when they're able, and any missed payments are deferred to the end of their loan. This program was recently announced and is not available until July 1, 2020. Additional details will be provided to those customers who have loans purchased and securitized by Freddie Mac or Fannie Mae.

For non-federally backed mortgage loans, which are not subject to the CARES Act, Carrington has implemented COVID-19 forbearance options in accordance with applicable state law and investor/insurer requirements. Specifically, for non-federally backed mortgage loans, Carrington is granting COVID-19 impacted borrowers forbearances up to 90 days. 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.

Prior to or once the forbearance period expires, customers with non-federally backed 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 resuming 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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