COVID-19 FAQs

My mortgage payment is due on the 1st. How can I avoid a late fee?

Loans are not assessed a late fee until after the grace period expires, in accordance with applicable law and the terms of your loan documents. If your payment is due on the 1st of the month, you can make that payment from the 1st through the 15th of the month and not be charged a late fee. Keep in mind you can make a one-time ACH payment online, without paying the late fee at the time you make your payment. If you are not able to pay within the grace period, and the delay is related to financial hardship caused by COVID-19, we can work with you on the late fee by reaching out to us at 1-888-969-1399. 

What’s the best way to pay my mortgage?

If you would like to pay your mortgage online or need general information NOT related to the COVID-19 pandemic you can access your online account at your convenience. Within your online account you can update your profile, sign up for paperless billing, view statements, and make one-time ACH payments.  Please ensure that your profile is updated with your cell phone number and consent to receive messages, so we can reach you with important information if necessary.

My income has been reduced because of COVID-19. What relief options are available to me?

If you are facing a financial hardship caused by COVID-19, there are federal relief options available through the CARES Act. Each situation is different, so it’s important to call us at 1-888-969-1399 and follow the prompts for assistance. We will work with you to identify what option works best for your situation. You may experience longer than usual hold times. We are handling unusually high call volumes and we are working hard to serve each customer’s needs while also caring for the well-being of our associates.

The Consumer Financial Protection Bureau (CFPB) has provided information on the option of forbearance for mortgage holders that are impacted by COVID-19:

• Guide to coronavirus mortgage relief options.

Each situation is different, so it’s important to talk to a Customer Service team member at 1-888-969-1399 to determine the right option for you. We will do our best to respond to your inquiry as quickly as possible.

What is forbearance?

Forbearance is a temporary suspension of your mortgage payments, allowing you to remain in your home while working through your short-term financial challenges. We will suspend your payments for up to 90 days. Once that time period has expired, we will work with you to reevaluate your situation to determine whether your forbearance can be continued. At the conclusion of the forbearance period, all of your deferred payments must be repaid. The Consumer Financial Protection Bureau (CFPB) has >a useful video that explains forbearance as it relates to the Federal CARES Act.

In my state, our governor announced programs to protect homeowners. Can you help me with that?

We are actively monitoring and implementing applicable state and local COVID-19 mortgage relief guidance so we can provide each customer with the individualized help that they need. We will look to implement all programs related to COVID-19 once they are finalized by your state. If you are a Mississippi resident, we do know that state has reopened their MS Home aver program, you must apply for that payment relief in order to qualify for the benefit. You can find more information at this link: https://www.mshomesaver.com/

What can I do to protect my home and my family from the pandemic?

For home safety tips go to the >Centers for Disease Control (CDC) website where they have advice on protecting your home.

Do you anticipate any changes or disruptions to your servicing capabilities during the pandemic?

We are focused on serving every customer’s needs and have taken steps to help ensure that we have people in place to do so responsibly. Many of our Loan Servicing Representatives are working from home, and we remain fully operational and are ready to meet your needs. We greatly appreciate your patience, as we are handling unusually high call volumes and assure you that we are committed to serving our customer’s needs.

How are you addressing extra-long hold times?

We have enabled nearly all of our employees to work efficiently from home. We apologize for the long wait times. If you get a busy signal or the hold time is not possible for you, please try back. Our hours are (M-T 8 am to 5 pm, Friday 8 am to 4 pm ET).

I received an email requesting my online account information email and password to verify that I am eligible for mortgage assistance during the COVID-19 pandemic. Did this come from you?

NO. Fahe Loan Servicing will never request your password under any circumstances. Criminals often attempt to run scams during crisis events like the COVID-19 pandemic. If you are concerned that your account may have been compromised, please contact us immediately at 1-888-969-1399.

Unfortunately, during times of crisis, fraudsters and cyber-criminals are all too eager to take advantage. Common scams include: Phishing (email or text messages that tempt you to click on a link with urgent news) and Charitable donation scams. Additionally, you should beware letters or emails guaranteeing loan modification approval from entities other than Fahe Loan Servicing. Only Fahe Loan Servicing can determine your loan modification eligibility. You should never have to pay a fee for these services and should carefully consider entering into an agreement with companies charging a fee for this service. Warning signs include; misspellings, grammatical errors, offering fantastic prizes, requesting personal information, IDs and Passwords, threatening with consequences and making demands. For additional information on scams, visit the Federal Trade Commission website at: www.consumer.ftc.gov

For additional information about COVID-19, get the latest report from the Centers for Disease Control at cdc.gov or your local health department website.