Call your servicer

You may have to wait on the line for a while to speak to your mortgage servicer because there are a lot of people in need right now. Be prepared with the following information and questions you want to ask, and check their website before you call to see if there is a list provided of information you may need. Have your account number handy.

You may need to explain

• Why you’re unable to make your payment
• Whether the problem is temporary or permanent
• Details about your income, expenses and other assets, like cash in the bank
• Whether you’re a servicemember with permanent change of station (PCS) orders

Questions to ask

• What options are available to help you temporarily reduce or suspend my payments?
• Are there forbearance, loan modification, or other options?
• Can you waive late fees?

Get it in writing

Once you’re able to secure forbearance or another mortgage relief option, ask your servicer to provide written documentation that confirms the details of your agreement and that you’re clear on what the terms are. With some forbearance programs, you may owe all of your missed payments at one time, or additional payments at the end of the mortgage might be required, so make sure you’re familiar with the final terms.