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As we continue to monitor the rapidly evolving COVID-19 situation, we want to assure you that payment relief assistance is available on your mortgage or personal loan.  



I have been financially impacted, now what?  

If you have been negatively impacted by COVID-19, solutions are available that may allow your payment to be suspended and your account to be placed in forbearance for up to 180 days. A forbearance is an agreement between you and your loan servicer that lets you stop making payments or make a lower payment on a temporary basis during your hardship. You will have to attest to your hardship.  It’s important to note that forbearance is not forgiveness. At the end of the forbearance period, you will be required to eventually repay the amount you owe, but you will not have to repay it all at once unless you are able to do so.


What if I can't pay the amount owing at the end of the forbearance period? 

If you are unable to pay the amount in arears in one lump sum at the end of the forbearance period, we will evaluate your eligibility for an assistance program as provided by the investor or insurer of your loan. Options may include a repayment plan, payment deferral, or loan modification. Depending on your investor you may be eligible for an additional 180-days (for a total up to 360-days) of forbearance.


Please be advised that eligibility for certain assistance programs is available only for mortgages where the property is owner occupied. 


Prior to the end of your forbearance period, we will reach out to you to determine which assistance program is best for you and provide you the eligibility requirements as stated by the investor or insurer of your loan. 


What if I do not need 180-days forbearance?

When you enter into your initial forbearance period, if you would prefer a shorter period than 180-days just let us know. You can also call us at any time during your forbearance period if your financial situation has changed and you want to shorten the length of your forbearance period.


What if I just want a lower rate and/or payment? 

This program is not designed to permanently lower your rate or payment.  It is for borrowers that have had negative financial impact as a result of COVID-19. There are streamlined refinancing options available for many different loan programs. You can call our Mortgage Customer Service department at 206-312-2058 for more information. 


My loan was current when entering the COVID-19 related forbearance.  How will forbearance affect my credit report?

HomeStreet will not report any negative information to the credit bureaus. We will report your loan as current and will continue to do so as long as your loan is part of the forbearance program.


My loan was delinquent when entering the COVID-19 related forbearance.  How will this be reflected on my credit report? 

Your loan will continue to be reported in the same status it was prior to entering COVID-19 related forbearance. For example, if you were delinquent 30 days, and then entered into the COVID-19 related forbearance, you will be reported as 30 days past due until the original delinquency is paid current.


When I looked at my credit report, it says that my HomeStreet mortgage is in forbearance. I thought you were not going to report negative information. 

The COVID-19 related forbearance will show on your credit report as a way to explain why the due date and last payment date are in arrears. The Forbearance coding is considered neutral, not negative, by the credit bureaus.


Will my credit score be negatively affected by a COVID-19 related forbearance? 

Credit scoring models, such as FICO and Vantage Score, are calculated using proprietary and confidential algorithms that are not shared with HomeStreet. Credit modeling agencies have designated the COVID-19 related forbearance as neutral, and it will not affect your score. However, your score can fluctuate monthly and is based on many factors.  


Why did my balance increase, from the prior month’s reporting, on my credit report? 

The higher balance is due to accrued interest that is owed from each outstanding payment. 


Will I have late fees as a result of COVID-19 impacting my ability to make my payment?  

No. For borrowers who affirm they have been impacted by COVID 19, HomeStreet will be waiving late fees for the period of time your loan is in forbearance.  


Will my loan be referred to foreclosure if I can’t make my payment during this period?  

HomeStreet is following specific investor and state guidance on foreclosure moratoriums. You can check your state guidance for appropriate dates, or contact a Loan Counselor at 1-877-544-9071 for more information.


If I have enrolled in automatic payments on my loan, do I need to call and cancel if I don’t want my next payment to be automatically processed?  

Yes. Please call or email us at least 5-days before the withdrawal date and we will cancel your autopay.  


How do I get assistance? 

If you have been impacted by COVID-19 and would like to request a payment forbearance or deferral, you can email us at Please provide your full name, loan number, and a good contact phone number and we will reach out to you within 48 hours.  You may also call us at  1-844-544-9071 to reach a dedicated Loan Counselor. Please be aware our call volumes are extremely high and hold times are longer than usual to speak with an agent.  Our hours of operation are Monday through Friday, 8:00 a.m. to 5:00 p.m. Pacific Time.       


Are branches open to make my payment?  

Branch lobbies are closed to walk in traffic but will be open by scheduled appointment.  Branch office hours available for appointment are Monday through Friday:

- Washington, Oregon and California, 10:00 a.m. to 4:00 p.m.

- Hawaii, 8:30 a.m. to 2:30 p.m. 


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