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| Making Payment: |
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| Q: How can I make my
current payment? |
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Online by logging in at customers.countrywide.com. From the
left hand navigation menu select, 'payment services' then select, 'mortgage
pay' to schedule a one time payment from your checking or savings account. |
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On the phone by calling us at 1-800-669-6607 and using our
automated phone system or speaking to a representative. |
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By mail by sending your check to the address below. Please be sure to write your loan number on your check.
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Countrywide Home Loans, Inc
Payment Processing Center, SV-36
400 Countrywide Way
Simi Valley, CA 93063 |
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| Q: I need to change my address and phone number, because I was displaced from my home. Whom do I contact? |
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Please contact Customer Service at 1-800-669-6076 and a representative will be able to assist you. |
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Log on at customers.countrywide.com. From the left hand navigation menu select, 'my profile' then select, 'phone numbers' and 'mailing address'. |
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| Q: I have not received my payment coupon. Whom do I contact? |
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Please contact Customer Service at 1-800-669-6076 and a representative will be able to assist you. |
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| Requesting Assistance: |
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| Q: Who do I contact about payment relief due to the loss of my home or my job? |
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Please contact us at 1-800-669-6076 to talk to one of our representatives about the possible options available to you. |
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| Q: What type of assistance may be available if I am impacted by one of the recent fires? |
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It is important that homeowners in these difficult situations understand that there may be options available to them. Please contact us at
1-800-669-6076 to discuss what options may be available to you. |
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| Q: What options are
available? |
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It is important to remember that different policies regarding payment assistance are usually established by government agencies that insure the loan (such as FHA or VA), or by entities that own the loan (such as Fannie Mae or Freddie Mac). While each situation is different, here are some options that may be available to you: |
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If your home is not habitable or your income has not resumed due to the disaster, we may be able to establish a temporary payment suspension period. Payments and interest will continue to accrue during the suspension period, but you will not be responsible for submitting a payment until the suspension period expires. We will then evaluate your situation to determine what arrangements may be available to you to bring the loan current. |
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Once you are able to reoccupy your home and your income has resumed, we will work with you to prepare a payment plan that meets your individual situation. The different options that may be available are: |
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Pay All -- You may pay all or any part, of the payments due at this time. |
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Repayment Plan – The payments that remain unpaid will be spread over a period of time, determined on an individual basis. During this period, the monthly obligation will include the mortgage payment plus additional funds that will be applied towards the unpaid payments. |
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Loan Modification – For most, but not all loans, the payments that remain unpaid may be added to the principal balance and spread over the remaining term of your loan. This option will result in a slightly increased mortgage payment for the remainder of the loan term. This option is subject to approval by your investor and mortgage insurance company. |
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| Q: What should I do next? |
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For Countrywide to provide you with additional assistance, an
understanding of your current financial situation, the status of insurance
claims (if any) and your future plans regarding the property and the mortgage
are vital to a successful home retention plan. This information will assist us
in presenting possible solutions for your consideration. |
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| Q: What information
will I need to provide? |
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Countrywide Home Loans recognizes that many documents and
files containing your key information may have been destroyed. However, putting
together a suspension or repayment plan that works best for your individual
situation will require some detailed information. You should respond as best
you can to as many of the questions as possible, and provide your best estimate
if the precise answer is not known. Any additional information you feel we
should be aware of should be supplied as well. You should expect to be asked
questions regarding your current housing and employment situation, ability to
make payments, status of insurance claims and FEMA or other government
assistance, etc. |
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Countrywide urges those customers who are facing hardship due to the recent fires to contact us immediately at our toll-free customer service hotline, which is: 1-800-669-6076. |
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| Tax Information: |
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Property owners whose property was damaged or destroyed during the recent wild fires may be eligible for property tax relief. To learn more go the appropriate Web site for your county. Please see the list below:
Homeowners must contact the taxing authority or access information on one of the Web sites listed below.
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Information about tax-related disaster relief is also available from the California Board of Equalization by following this link:
http://www.boe.ca.gov/info/disaster_relief_faq.htm
If you have questions about your mortgage or escrow account, please contact Countrywide Customer Service at 1-800-669-6607.
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| Q: I was affected by the recent fires in California. Will I still be required to pay taxes on my home in December? |
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Property tax relief is typically granted in areas designated as a disaster area by the Governor of California. In order to request property tax relief, you must file with your county tax office a Petition for Relief Due to Calamity. If your petition is granted, you may qualify for a Deferral of Property Taxes. |
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Requirements for Deferral of Property Taxes: |
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Only applies to homes that do not have escrowed accounts. |
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Requires a Petition for Relief form to be filed with the county tax office. |
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Taxes would be due upon reassessment. |
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| Q: Are impounded loans eligible for tax relief? |
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Impounded loans are not eligible for the property tax deferral program (see above). Borrowers with impounded loans may, however, be eligible for other forms of tax relief, such as a reduction in taxable value of their home a result of fire damage. You should contact your local tax assessor to discuss your situation and the options that may be available to you. |
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| Q: How long should I expect to wait before the tax office reassesses my property and adjusts my tax amounts? |
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County tax assessors are expected to begin sending revised assessments within two weeks of the December 10, 2007, tax due date. The volume of petitions they receive will determine the amount of time it will take to complete the revised assessments. The first refunds are expected to be sent four to six weeks after the assessor files are received approximately mid to late January. However, please keep in mind that it may take longer than four to six weeks depending upon the tax assessor’s ability to complete any backlog due to the volume of petitions received. |
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| Q: I have an escrow account for property taxes. Will Countrywide receive the updated tax assessment information from the tax authority in time for my tax payment due in December 2007? |
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It is not likely that the assessment will be performed and reported to Countrywide by December 10, 2007, the due date for property tax payments. In order to avoid assessment of any penalties, Countrywide will pay your tax bill as it was presented originally from the tax office unless revised information is presented by your taxing authority prior to payment. Should the tax office grant you tax relief after the payment is made, any overpayment should be automatically refunded to Countrywide and credited to your escrow account. Any overage in your escrow account will be issued back to you at the time of your next escrow account analysis. |
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| Q: How do I go about getting tax relief? |
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The first step you need to take is to file the required forms with your County tax office. The forms are generally available through the internet (see links provided above) or at your County tax office. Based on the information we have been provided by the taxing authorities, you have 12 months from the time of disaster to submit a petition for relief. |
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| Q: After I file for tax relief how will the adjusted tax amounts be determined? |
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Based on the information we have been provided by the taxing authorities, if you qualify for an adjustment to the taxable value of your property, it will be evaluated based upon the damage to the improvements (structures). We have been advised that generally, the value of the land will not change as a result of fire damage and any refund will be prorated from the date of the damage to the improvements to the end of fiscal year. |
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| Insurance Questions: |
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| Q: I’ve received my insurance check and Countrywide is also a payee on the check. What should I do? |
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Once you receive your claim check, please call us immediately at
1-800-669-6076 for instructions. |
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| Q: How do I obtain
information on my insurance carriers? |
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Online by logging in at customers.countrywide.com. From the
left hand navigation menu select, 'account information' then select,
'homeowners insurance' to obtain your current policy numbers and carrier
information. |
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On the phone by calling us at 1-800-669-6076 and speaking to a
representative. |
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For your convenience some of the carriers and
their phone numbers are provided here. |
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| Balboa Insurance Company |
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1-800-323-7466 |
| Meritplan Insurance Company |
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1-800-323-7466 |
| Newport Insurance Company |
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1-800-323-7466 |
| Allstate Insurance Company |
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1-800-547-8676 |
| AAA Automobile Club of Southern CA |
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1-800-672-5246 |
| Farmers Insurance Group |
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1-800-435-7764 |
| State Farm Insurance Group |
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1-800-732-5246 |
| USAA Insurance Company |
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1-800-547-8676 |
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Q: If you have one of the following questions/issues regarding Countrywide Insurance services, please contact them at
1-800-669-6657. |
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I have lost my home and need to make a claim. |
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I have been displaced from my home and need to understand the temporary housing options in my policy. |
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I have renters insurance and need to make a claim. |
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Equal Housing Lenders. © 2008 Countrywide Financial Corporation. Trade/service marks are the
property of Countrywide Financial Corporation, Countrywide Bank, FSB, or their respective affiliates and/or its subsidiaries. Some products may not be
available in all states. This is not a commitment to lend. Restrictions apply. All rights reserved. *Countrywide Financial offers these products through
our family of companies: Home Loans provided by Countrywide Bank, FSB, Countrywide Home Loans Division, member FDIC; Banking services provided by
Countrywide Bank, FSB, member FDIC; Insurance services provided by Countrywide Insurance Services; Investment Services provided by Countrywide Investment Services.