Life doesn't always go as planned.

Unexpected illnesses, changes at work, and natural disasters such as a hurricane or wildfire can make it difficult to keep up with mortgage payments. Fortunately, we have options to help you stay in your home through these tough times. If staying in your home isn’t an option, we’ll try to do everything we can to help you avoid foreclosure.

Is your forbearance ending soon? Just because your forbearance is ending, doesn't mean you're on your own. We're here to help you get back on your feet. You may be eligible for an extension or other assistance. Contact us today at 800-443-1032 or find a HUD-Approved housing counselor for advice on what to do next.

Step 1: Let's talk.

To help us better understand your hardship (i.e., income reduction, divorce, medical issues, etc.), start a conversation by calling 800-443-1032.

We’re available Monday through Thursday from 8 a.m. to 10 p.m., Friday from 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 1 p.m. ET.

Please have your Truist mortgage loan number ready when you call. Assistance options often vary by investor, so ask our representative if you are unsure about the investor for your loan.

Prefer to be contacted?

Click on the link to schedule a date/time for a Home Preservation Center Specialist to call you back.

Considering forbearance?

Most investors allow forbearance as an option. It doesn’t require any documentation, and is a good first step for many clients who need time to gather documentation required for a full review of all available assistance options.

Forbearance allows you to make a partial payment—or no payment whatsoever—for a specified period of time (typically 3–6 months). That way, you could prolong foreclosure or even place the foreclosure process on hold, giving you more time to resolve a temporary financial hardship.

Step 2: Gather documentation.

Let’s determine the best option for you. To begin applying for a loan modification or other assistance, take these steps to give us a complete understanding of your financial situation.

  • Gather documentation listed under General Documentation.
  • Download your investor package from the investor-specific list below.
  • Gather documentation listed under Household Income Documentation.

Gather general documentation

Hardship letter

A personal letter from the borrower documenting any significant financial hardships that have resulted in an inability to make timely mortgage payments. Examples include, but are not limited to job loss, illness/hospitalization, and loss of income.

Two months of the most recent bank statements

Include all pages, even if they are blank (we cannot accept account summaries).

Housing and living expenses

This includes statements such as your car payment, student loans, and credit card bills.

Request investor-specific documentation

Please call 800-443-1032 to request one of the following investor packages.

  • Fannie Mae
  • Freddie Mac
  • VA
  • FHA
  • Private
  • Portfolio

Gather income documentation

Wage earner (W-2 employee)

  • Most recent paystubs that reflect the last 30 consecutive days of year-to-date earnings for each employed borrower with the most recent stub dated within 60 days

Child support/alimony

  • Copy of court-ordered document that states amount of the alimony, child support, or separation maintenance payments and the period of time over which payments will be received
  • Most recent bank statements that reflect the last 60 days showing receipt of payment

Social Security, disability, death benefits, pension, public assistance, adoption assistance

  • Award letter dated within the current year
  • Most recent bank statements that reflect the last 60 days showing receipt of payment


  • Most recent year-to-date Profit & Loss Statement signed and dated
  • Most recent bank statements that reflect the last 60 days (personal and business)
  • Prior two year’s signed business tax returns
  • Prior two year’s signed personal tax returns

Rental income

  • Copy of current lease agreement
  • Most recent bank statements that reflect the last 60 days showing receipt of rental payment or most recent cancelled rent checks that reflect the last 60 days.
  • Seasonal rentals: Year-to-date Profit & Loss Statement signed and dated; or prior year's signed tax return

Investment income

  • Most recent bank statements that reflect the last 60 days showing receipt of payments; or
  • Most recent investment statements that reflect the last 60 days showing receipt of payments

Other earned income

  • Letter of contribution provided by third-party that provides monthly amount and authorization given to STM to review
  • Income documentation from the third party as stated above

Income from alimony, child support, or separate maintenance income need not be revealed if you do not wish to have it considered as a basis for repayment. Return the completed forms and documentation using one of the following delivery methods.

Step 3: Submit your application.

To facilitate prompt and accurate imaging of your documents, include your FULL name, applicable 10-digit loan numbers, and date at the top of the form.

Ensure each document includes your mortgage loan number. If multiple documents for the same loan are being submitted, include the loan number at the top of each page. We will accept your documents via fax, mail, or email, but please note specific instructions for each method.

Return the completed forms using one of these delivery methods.


For documents that do not need to be signed in ink and mailed, you can fax them to us at 877-589-0758. A fax cover sheet with directions has been included in each package.


We’ll accept all documents at the following address:

Truist Bank
P.O. Box 26150
Richmond, VA 23260


Please include your loan number in the subject line, ensure that all attached documents are in PDF format, and do not send more than eight (8) attachments in each submission. If you have additional documents, please send in a separate email.

If you are submitting documents for more than one loan, please send a separate transmission for each loan. Once you've completed these steps, you will be contacted by a Home Preservation Specialist, if you are not already working with one. The Home Preservation team will be your one point of contact throughout the qualification process.

Frequently asked questions about mortgage assistance

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While the effect on your credit will depend on your individual credit history, credit-scoring companies generally would consider entering into a plan with reduced payments as increasing your credit risk. As a result, entering into a plan with reduced payments may adversely affect your credit score, particularly if you are current on your mortgage or otherwise have a good credit score.

If you believe a forbearance has wrongfully impacted your credit score, you may submit a credit dispute.

Foreclosure prevention events in your area: These events, designed to provide advice to distressed homeowners, are organized by the Federal Home Loan Mortgage Corporation (FHLMC or "Freddie Mac").

For a list of HUD-approved housing counseling agencies that can provide free foreclosure prevention and debt management information, and may be able to provide translation or other language assistance, contact one of the following government agencies:

Your application will be evaluated for all options available for your loan type. Here are some common assistance options that may be available, depending on your investor: 

Mortgage refinance: By refinancing your mortgage, you may be able to replace your current loan with a new loan featuring a lower interest rate, a fixed-interest rate to help with longer-term financial stability, a lower monthly payment, or a shorter term to pay off your loan faster. 

Mortgage repayment: Mortgage Repayment distributes your late payments over a certain period during which a portion of the late amount you owe is added to your regular monthly mortgage payment. This option brings your account up to date within a specified timeframe. And with a goal in sight, you can move forward knowing your mortgage loan is secure.

Loan modification: A loan modification makes a permanent change in one or more of the terms of your mortgage loan, allowing the loan to be reinstated to a “current” status, so you can get a fresh start on managing your mortgage loan, bring your account up to date, and possibly even lower your monthly payments.

With a loan modification, past due interest and escrow may be added to the unpaid principal balance and re-amortized for the remaining loan life. 

You remain obligated to make all mortgage payments as they come due, even while we are evaluating the types of assistance that may be available.

Your eligibility can be affected by your lien status. Please refer to the following resources on loan modification options.

Modification type

Eligibility criteria

First mortgage modification

  •  A hardship that is causing or is expected to cause a long term or permanent decrease in your income
  •  You may be required to provide proof of income that supports the modified payment of your mortgage loan
  •  Loans with prior or existing loan modifications may be ineligible for consideration of another modification request

Second lien

  •  Eligibility factors are similar to the First Lien Modification
  • A successful first lien modification must be completed
  •  If the first lien mortgage is not serviced by Truist, then proof of a successful first lien modification must be provided

If you have a loan owned, insured, or obtained by any of the following organizations, visit the relevant link for more resources and information.

If your loan is directly owned by Truist, then you may qualify for one of our proprietary loan modification programs. Some government programs, such as Home Affordable Modification Program (HAMP®), are not available for Truist-owned loans.

If your mortgage is owned by a private investor, then any loan modification will be evaluated on an individual basis based on the requirements of your investor.

Short sale

To be eligible for a short sale, you must be experiencing a hardship that is causing or is expected to cause a long-term or permanent decrease in your income. As part of the review process, you will be required to provide proof of income and assets that support the hardship.

You must provide a fully executed purchase contract for the property for approval by Truist.

Deed in Lieu 

To be eligible for a Deed in Lieu:

  • The property must have clear and marketable title.
  • Property must meet certain condition requirements.
  • In most instances, delinquent real estate taxes or HOA dues must not be past due.

State-sponsored programs: 

  • Hardest Hit Fund Program: For state-sponsored assistance, you may want to consider The Hardest Hit Fund Program. The U.S. Treasury awarded $7.6 billion dollars to 18 states and the District of Columbia deemed hardest hit by the economic downturn to develop innovative programs designed to prevent foreclosure and to stabilize the housing markets.
  • Homeowner Assistance Fund Programs: Many states are offering programs through their “Homeowner Assistance Fund” programs.  You should check for information in your state.  In addition, the Covid-19 Housing Resource Center is a centralized website that provides information on what many states are offering and may have useful information for your state.

We will contact you within three (3) business days of receiving your Borrower Response Package to confirm receipt. Next, we will review it to determine whether it is complete. Within five (5) business days of receipt of your request, we will send you a notice of incompleteness in the event there is any missing information or documentation that you must still submit.

Once your application is considered complete by Truist, collection activities will stop while your application is being evaluated. If your request for assistance requires a property valuation, a copy of the valuation will be provided to you.

We will then review your application to determine whether you are eligible for any loss mitigation (mortgage assistance) options. The review will be completed within 30 days of a complete package notification and you will be notified of the decision.

Looking for a form?

From setting up recurring payments to filing a credit dispute, find everything you need to help manage your mortgage in a convenient format.

Considering a home purchase or refinance? We’ll take great care of you.

Buy a home

Find the right mortgage with the right tools—and a team you can trust. Our calculators show you how much you can comfortably afford. And you can track your application progress in real time with our app. Loan officers are just a call or click away with answers to all your mortgage questions.

Refinance your home

Today could be the day to lower your payment or consolidate debt. Start by checking our daily refinance rates to see how much you could save on your monthly mortgage payment.

We’re here when you need us.

Contact us by phone.

Call us at 800-634-7928
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We accept calls made using Telecommunications Relay Service (TRS). Dial 7-1-1 to initiate a call.

Monday - Friday: 8 am - 8 pm ET
Saturday: 9 am - 3 pm ET


Visit a branch near you.