Freedom Mortgage FAQ

Updated: Apr 29, 2020

Helpful questions and answers from Freedom Mortgage and COVID19 options



COVID-19 Frequently Asked Questions

Updated on April 16, 2020.

Freedom Mortgage Loans

Servicing Related COVID-19 Questions


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. For updated information and guidance, go to the COVID-19 Alert Update, or call our Customer Service team at 855-690-5900 and follow the prompts so we can direct you to the appropriate team member. We will work with you to identify the option that works best for your situation. You may experience longer than usual hold times. We are handling unusually high call volumes as 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 855-690-5900 to determine the right option for you. We will do our best to respond to your inquiry as quickly as possible.

What is COVID-19 forbearance?

COVID-19 forbearance is a temporary suspension of your mortgage payments, while you work through your short-term financial challenges. If forbearance is requested, we will suspend your payments for up to 180 days. During the forbearance period your credit will be protected and no late fees will be assessed. 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, one of the following will occur:

· You can pay all missed payments and the delinquency will be resolved

· Depending on the type of loan you have, we may be able to add the payments to the end of your loan. Or, add the missed payments to your unpaid balance and your loan can be modified to bring your mortgage loan current.

Each loan may be slightly different depending on the investor that owns your government insured loan. 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?

Freedom Mortgage is complying with the CARES Act and we continue to monitor all guidance from the government sponsored investors, government backed insurers and the various states to ensure sure we comply with the applicable requirements.


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. Freedom Mortgage will never request your password under any circumstances. Criminals often attempt to run scams during crisis events like the COVID-19 pandemic. The Consumer Financial Protection Bureau has a comprehensive overview to help you avoid common scams.

Source: Freedom Mortgage. https://www.freedommortgage.com/covid-19-faq

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