Frequently Asked Questions About Disaster Relief

I am unable to make the mortgage payments due to a natural disaster. Is there help available?

Yes. If you’re experiencing a financial hardship due to a natural disaster, we’re here to help. You may be eligible for a Disaster Forbearance Plan.

How do I apply for disaster relief for the mortgage?

You can request assistance online. You’ll be guided through the process step-by-step and will answer the same questions that our agents would cover with you on a phone call.

What is a Disaster Forbearance Plan?

For eligible customers, a Disaster Forbearance Plan temporarily pauses mortgage payments for a set period of time. It is not a waiver or forgiveness of the paused payments. During the forbearance plan period, late fees will not be assessed, and negative credit reporting will be suppressed.

Who qualifies for a Disaster Forbearance Plan?

If you’ve been impacted by a recent disaster, you may qualify for a forbearance plan to help you recover during this challenging time. Other investor-specific criteria may apply. Once you sign in to your online account, you will be advised of your eligibility and if eligible, you’ll be able to request assistance online.

How long is a Disaster Forbearance Plan?

Typically, Disaster Forbearance Plans are approved for an initial period of 1–3 months. Additional extensions may be available, if eligible. We’ll be in touch near the end of your plan to discuss next steps.

If I need disaster relief but I’m not eligible, what are my options?

Even if you’re not eligible for a Disaster Forbearance Plan, you can always explore other mortgage assistance solutions. (Eligibility is determined by the owner of the loan, not by us). We’re also providing some additional resources and links below that may be helpful:

• Visit the Get Help section of the Red Cross website or contact them by phone at 1-800-733-2767.
• Visit FEMA’s disaster assistance website or contact the agency by phone at 1-800-621-3362.

Are active bankruptcy or litigation accounts eligible?

Loans that are in active bankruptcy or active litigation are unable to request mortgage assistance online. If you are interested in applying for assistance, please contact us for more information.

Will I be charged late fees or interest for pausing the payments during a Disaster Forbearance Plan period?

No. While you’re on the plan, no late fees or additional interest will be charged. Only the past due regular principal and interest payments will be due at the end of the forbearance, as well as any outstanding escrow payments.

Will my credit be affected during a Disaster Forbearance Plan?

Negative credit reporting will be suppressed from the credit bureaus while on a Disaster Forbearance Plan. While there is no negative credit reporting, credit-scoring companies may consider whether there is an increased credit risk due to the lack of reporting.

What solutions may be available to me if I cannot pay the full amount of the missed payments at the end of a Disaster Forbearance Plan?

If you get to the end of your forbearance period and can’t bring the account current with one lump sum payment, here are some solutions that may be available:

• Enter a repayment plan – Over a set period of time (usually 3 to 6 months), an additional amount is added to the regular mortgage payment to cover the missed payments.
• Modify the loan – If you qualify, the loan’s terms may be adjusted to provide an affordable payment and cover the amount owed. Usually that means extending the length of the mortgage and changing the interest rate.
• Defer the paused payments – If the owner of the loan offers this solution and you qualify, the paused payments will be placed into a junior lien payable to the loan’s investor or moved to the end of the loan (as a lump sum final payment), either of which would be due at the earlier of loan payoff, sale or transfer of the property, or maturity.

I have mortgage insurance. Will being on a Disaster Forbearance Plan affect it?

A forbearance plan may extend the number of months you must pay on time to cancel the Private Mortgage Insurance (PMI) or Mortgage Insurance Premium (MIP).

I am in an active review or trial plan for a mortgage assistance solution. Will a Forbearance Plan affect it?

Your current review/plan will be cancelled if you enter a Disaster Forbearance Plan. You may reapply at the end of your forbearance, but we cannot guarantee you'll be approved.

Can my house be foreclosed on?

During your forbearance, we will not refer the mortgage to foreclosure or proceed to foreclosure sale. If any foreclosure action or proceedings were pending before your forbearance, those actions will be placed on hold. However, once your Disaster Forbearance Plan is over, unless you enter into a permanent solution to bring the loan current, the foreclosure process may commence or continue.

Will I continue receiving a billing statement while on forbearance?

We are legally required to send you a billing statement showing the amount due every 30 days. While the statement will still show the contractual amount due, you are not required to make the monthly payment during the term of the Disaster Forbearance Plan. Details concerning the Disaster Forbearance Plan will be referenced under the section labeled "Here's Some Helpful Information."

I am on AutoPay. Will I need to turn it off during a Disaster Forbearance Plan?

We will automatically cancel your AutoPay. If you see that your AutoPay is not cancelled, however, you can cancel online here.

I have automatic payments through my bank’s online bill pay. Should I cancel them?

Yes. If you use online bill pay through your bank, please be sure to edit, cancel, or suspend payments to Mr. Cooper while on a forbearance plan. We have no control over these payments and therefore cannot cancel the occurrence on your behalf.

Why am I receiving letters saying I'm delinquent if I'm on a Disaster Forbearance plan?

Since you are not making payments—or making a reduced payment—during a forbearance, the loan is technically delinquent. We are legally required to send you certain notices about the delinquent status. However, you are not being charged late fees, and negative credit reporting will be suppressed while on a Disaster Forbearance Plan.

Can I cancel the Disaster Forbearance Plan later if I decide I don’t want it?

Yes. You can cancel your forbearance plan at any time by contacting us. Just remember that when the forbearance plan ends, any payments missed during the forbearance plan will be due.

I’m currently going through a refinance. If I enter into a Disaster Forbearance Plan, will it affect my closing?

Possibly. While your forbearance is active, you are unlikely to qualify for a refinance of the home loan.

What happens to my escrow account while I'm in forbearance?

If the account is escrowed, taxes and insurance will continue to be paid out of the escrow account during a Disaster Forbearance Plan.

Is a Disaster Forbearance Plan right for me?

A Disaster Forbearance Plan provides temporary relief from making monthly mortgage payments due to a disaster. We encourage you to speak with your financial advisor or attorney before making any decision regarding this plan or any other mortgage assistance solutions.

Can I sell my home while on forbearance?

Absolutely. You can sell your home at any time.