If you’re requesting mortgage assistance, you can keep tabs on the progress of your request by signing in to your online account.

• You’ll immediately land on your Mortgage Assistance dashboard and see a progress tracker for each of the 5 phases in the process.
• Your current phase will be highlighted.

Phases of Mortgage Assistance Requests

1. Application Started
We’ll need either an online request or a fully completed application—and any initial required documents indicated—before moving to the next phase. The sooner you can submit an online request or completed application, the better.

2. Application Received
Once we’ve received an online request or completed application, we’ll review it, along with any submitted documentation where applicable, to ensure we have all necessary initial information, as determined by investor and program requirements, to make a decision on your request.

• If we need more information or additional documentation, we’ll send you a letter to let you know.
  

  Note: We also suggest that you regularly check your “To-Do List” toward the bottom of the Mortgage Assistance dashboard to see what additional documentation may be required.

• If we don’t need any more documents, we’ll evaluate your request, and you’ll receive a decision letter within 30 days that will outline the next steps.

3. Trial Plan Approval
In some cases, you may be required to complete a Trial Period Plan before the mortgage assistance request can be completed. (Trial Period Plans usually last for 3 months.)

• During this time, you must make timely payments and meet all requirements stated in the Trial Period Plan approval letter before the permanent mortgage assistance solution documents can be sent to you.
• Contact us or simply make the first Trial Period Plan payment by the due date specified in the approval letter to accept the offer.

4. Trial Complete
Once all Trial Period Plan payments have been made, we’ll ship your final, approved mortgage assistance solution documents, which will contain the new terms of the loan.

• IMPORTANT: To complete your mortgage assistance solution, you must mail in the original, signed and notarized (if required) final mortgage assistance solution documents.
• You’ll have 30 calendar days from the mortgage assistance solution’s effective date to return the final documents, but please try to return them as soon as possible..
  
  Note: You must continue to make the monthly Trial Period Plan payments until the mortgage assistance solution is completed.

5. Modification Complete
Congratulations! Your mortgage assistance solution has been completed, and the loan has been permanently modified.

• We’ll mail a fully executed copy of the mortgage assistance solution documents back to you within 45 days of receiving the signed documents from you.