Frequently Asked Questions (FAQs)

If you have questions about your loan with EMM Loans LLC and would like to speak to someone, please give us a call at 855-648-0025. Our team members are available Monday – Friday 8:00 am – 9:00 pm ET and Saturday 8:00 am – 12:00 pm ET to help you.


Mortgage Assistance

Need Mortgage Assistance?

We get it, life happens. If you`ve hit one of life`s speedbumps and are struggling to pay your mortgage, we`re here to help you get back on track. Always remember, you are part of the EMM Loans LLC family, and you`re never in this alone.

There are several options available to homeowners going through this.

First things first: our dedicated, compassionate, and expert Customer Care Representatives at 855-648-0025 are always standing by to hear from you. They`re there to help find the solutions that are right for you that will help you get back on track.

The most important thing to remember is don`t delay: the sooner you call us, the more we`re able to help you come up with a plan and next steps.

YOUR OPTIONS

Our goal is to explore all solutions that will help you keep your home--including repayment plans, refinancing, and loan modification.

Also, we participate in certain government programs that help homeowners who are going through challenging times.

There may be some instances when the only viable solution is for a homeowner to leave their home. In these cases, we may be able to help avoid the foreclosure process with a short sale or "Deed-In-Lieu" agreement. As your servicer, we are here for you and will continue to work with you in order to provide the assistance you need during this difficult time.

And as always, our Customer Care Team Members are available to discuss your options with you and help you determine the solution that`s right for you. Call 855-648-0025. Remember, the sooner you call us, the more we can help you.

 

REPAYMENT PLAN

Did you fall behind on your payments due to a temporary hardship, like an unexpected medical bill? We understand, life happens. If that`s the case, but now you`ve recovered and are able to pay your amount due each month, you may be a candidate for a repayment plan.

This is a great option if you qualify. This means that instead of owing it all at once, your late amount due will be spread over a manageable timeframe until you`ve paid it all off. This will mean a small increase in your future monthly payments until you are all caught up.

A LOAN MODIFICATION

Are you facing a long-term hardship? If so, a good option for you may be modifying your loan so it has more manageable terms.

The difference between refinancing and loan modification is this: When you refinance you replace your existing loan with a new one. While a loan modification keeps your existing loan but changes its terms.

If you qualify for loan modification, it could help in a few different ways. First, we`ll see if we can reduce your monthly payment. Another option is that we may be able to lower your interest rate. And lastly, there`s the option to extend the loan`s time frame--this might lower your monthly payments.

A SHORT SALE

Unfortunately, it`s possible there isn`t a financially viable way for you to keep your home. Or maybe, you`ve made the choice to leave, based on current circumstances. If this is the case, you don`t necessarily have to go through a foreclosure (which is always difficult).

Here are some other options:
A short sale is when, pending on the approval from your lender, you sell your home for less than you owe on the mortgage.

If you`re approved and able to sell your home, any sales proceeds will be applied toward your mortgage debt.

This is a good option because a short sale can have less of a negative impact on your credit score than a foreclosure.

Once we`ve discussed your options with you and agree that a short sale is the best way for you to go, your realtor will need to begin the process.

A DEED-IN-LIEU OF FORECLOSURE

A Deed-In-Lieu of foreclosure is an arrangement where you voluntarily turn over ownership of your home to the lender to avoid the foreclosure process. And it can have less impact on your credit score than a foreclosure.

A Deed-In-Lieu also gives you more time to arrange your move and transition to your new residence.

If and when the time comes, call our Customer Care Team Members at 855-648-0025, and they will help walk you through the process.

Additional information can be found on our Mortgage Help page here.

 

PROGRAMS TO HELP YOU

There are also lots of outside agencies that are great sources of potential help. If you think you might qualify, we`re more than happy to get you in touch with them.

IF YOU`VE BEEN IMPACTED BY COVID-19, HOMEOWNER ASSISTANCE FUNDS MAY BE AVAILABLE

FINANCIALLY IMPACTED BY COVID-19? Homeowners with financial hardships who have been impacted by COVID-19 can apply for assistance with their mortgage payments, property taxes, and other housing costs. Learn more about the program at www.consumerfinance.gov/haf or by calling (800) 569-4287.

¿HA SIDO AFECTADO FINANCIERAMENTE POR EL COVID-19? Los propietarios de vivienda con dificultades financieras que han sido afectados por el COVID19 pueden solicitar asistencia con sus pagos de hipoteca, impuestos a la propiedad y otros costos de la vivienda. Obtenga más información sobre el programa en http://www.consumerfinance.gov/haf o llamando al (800) 569-4287.

MILITARY

First and foremost: thank you for your service. It`s not easy to be on active duty and have to wonder if you`re falling behind on your mortgage or losing your home. Don`t worry, we`re here to help.

Under the Servicemembers Civil Relief Act, active duty U.S. military members are eligible to receive certain financial relief and protections.

If your loan originated before your active duty military service, you may be entitled to protection from foreclosure during your active service and up to 12 months following it.

Also, if you have a high interest rate, you may be eligible to lower it to 6%.

YOU MAY BE ELIGIBLE FOR SCRA BENEFITS

  • The SCRA covers all active-duty service members, reservists and members of the National Guard while on active duty.

Think you may qualify for protection and benefits under the SCRA? Please send a copy of your active duty orders to:

EMM Loans LLC
3138 E. Elwood Street
Phoenix, AZ 85034

Or fax them to 888-292-5541.

We`ll be sure to let you know if we need any additional information.

Click here to learn more about SCRA benefits.

The Application process

We know that if you`re considering applying for mortgage assistance, things in your life might be a little stressful right now. And we definitely don`t want the application process to add to your stress. That`s why you`ll find this process to be straightforward and easy to understand.

Click here for the Mortgage Assistance Application.

Or mail your application to:

EMM Loans LLC
3138 E. Elwood Street 
Phoenix, AZ 85034

After you`ve completed your application, we`ll be in touch with you to let you know the documents we`ll need to finish your application.

We`re always happy to help you fill out your application and/or help you get your documents in order. If you need help, call 855-648-0025. And remember, you need to complete your application and turn over all documents before we can discuss your options.

HOW TO APPLY FOR MORTGAGE ASSISTANCE

Sometimes life gives you more at you than you can handle. We get that. And we`re always here for you. Our straightforward mortgage assistance process is designed to help you get through this difficult time. Once you`ve filled out the application and we`ve received the necessary documentation, we can begin to give you the financial relief you need. We recommend that you consult with your attorney if you`re currently engaged in active bankruptcy.

Click here to find the form you need to fill out. If you haven`t signed up for your online account yet, click here to get started. If you need assistance or have questions, call our Customer Care Dept at 855-648-0025.

APPLICATION TIMEFRAME

The most important thing to keep in mind when applying for mortgage assistance is that the sooner you do it, the better.

Let us repeat that: the most important thing to do is contact us right away. The sooner you call, the more options you`ll have.

And, if you`re already going through the foreclosure process, please get your application and documents to us as soon as possible. Remember, the sooner we get your application, the more likely it is that we can help you.

Again, call us with any questions at 855-648-0025

Documentation requirements

In order to start this process and get you the assistance you need, we`re going to need some documentation.

Every situation is unique, so look over the mortgage assistance application and review its contents to get an idea of which documents you will need to turn over for us to process your application.

Of course, after we receive your filled-out application, we`ll contact you and notify you via mail with a full list of what we need.

Call us if you need help finding the necessary documents 855-648-0025. We`re always happy to help.

Here is a list of some of the most common documents required for a mortgage assistance application:

GENERAL / BACKGROUND DOCUMENTS:

IRS-4506T Form--This document gives EMM Loans LLC authorization to request a copy of your federal tax returns from the IRS. Download here

WE`LL NEED PROOF OF INCOME DOCUMENTS

IF YOU RECEIVE HOURLY OR SALARY WAGES:

We`ll need a minimum of two pay stubs, dated within the last 90 days, that cover at least 30 consecutive days of work. These pay stubs should include your name, your employer`s name, the pay period, and your year-to-date earnings and deductions. If your official pay stubs do not contain the above information, you`ll need to include a letter of explanation.

IF YOU ARE A CONTRACT EMPLOYEE OR SELF-EMPLOYED:

  • We`ll need your most recent quarterly or year-to-date Profit and Loss statement, signed and dated. Please make sure that these documents include your business name, earnings period, and itemized business expenses.
  • We`ll also need a copy of your most recent federal tax return with all schedules signed and dated.
  • Please include a complete statement of wages paid.
  • If your documented income is associated with a corporation or partnership, please provide us with the form K1 from the business tax return.

IF YOU RECEIVE INCOME FROM RENTAL PROPERTIES:

  • We`ll need copies of all your rental lease agreements (signed and dated). These documents should include the property address, rental amount, borrower and tenant signatures and start/end dates of the lease. If these documents do not contain some or all of this information, you`ll need to include a letter of explanation.
  • Please include documentation of principal, interest, property taxes, and insurance for each rental property.
  • And we`ll also need a copy of your most recent personal federal tax return, with all schedules signed and dated.

IF YOU RECEIVE BENEFIT INCOME SUCH AS SOCIAL SECURITY, PENSION OR RETIREMENT INCOME, OR ANNUITY INCOME:

  • We`ll need a copy of your current award letter(s) or other proof of expected monthly benefit income.
  • Please include 2 months` proof of receipt of your benefit income, dated in the last 90 days. These may include bank statements, transaction histories, or copies of checks.
  • You`ll need to include a letter of explanation if there are any discrepancies between your expected and actual benefit income as documented above.

IF YOU RECEIVE CHILD SUPPORT OR ALIMONY AND WANT THIS INCOME TO BE CONSIDERED IN YOUR APPLICATION:

  • We`ll need court-recorded documentation of your expected child support and/or alimony income.
  • Please provide 2 months` proof of receipt of this income, dated in the last 90 days. These may include bank statements, transaction histories, or copies of checks.
  • You`ll need to include a letter of explanation if there are any discrepancies between your expected and actual child support and/or alimony income as documented above.

IF YOU RECEIVE INCOME FROM A SOURCE NOT LISTED ABOVE:

  • We`ll need a detailed letter describing the income source, amount, and frequency.
  • Please provide 2 months` proof of receipt of the income, dated within the last 90 days.

If your home has occupying non-borrowers, you guessed it, we`re also going to need some documents from them.

An occupying non-borrower is someone who lives in your home and contributes towards the mortgage but is not on the loan (for example a roommate or a renter).

We`ll need the following form any occupying non-borrowers:

  • A completed UBAF form.
  • Proof of their income plus appropriate documentation as listed above.
  • If their contribution to the mortgage is less than 100% of their income, we`ll need a contribution statement from them. (This is a signed letter where they explain that they live in the home. The letter also confirms the amount they contribute to the mortgage each month.
  • For the non-borrower contributor credit report authorization form, please click here, it is included in the Mortgage Assistance Application.

HOW TO SEND US YOUR DOCUMENTS

Please scan your documents and email them to:

[email protected]

Or upload to us once you log into emmloans.servicingdivision.com.

Or fax them to 888-292-5541.

Or, you can mail copies of your documents to:

EMM Loans LLC
3138 E. Elwood Street 
Phoenix, AZ 85034

Whichever way you choose to send your documents to us, please be sure to include a brief description and include your name, loan number, property address, and best current contact information.

Beware of Fraud

There are lots of people out there who will try to take advantage of homeowners seeking help with their mortgage. What`s the best way to avoid being scammed by these predators? Be on guard and be informed.

These folks are tricky. They might be promising immediate relief from foreclosure. They may demand cash for counseling services (when HUD-approved counseling agencies provide the same thing for free). They may want a credit card number with the promise to reduce your payments or something. Bottom line, if it sounds too good to be true, it probably is.

If you receive anything that seems fishy, including phone calls, letters, or emails regarding your mortgage, please call us right away at 855-648-0025. Below are common `red flags` that could signal a scam:

How to Spot a Scam - beware of a company or person who:

  • Requests for up-front or advance payment to begin the modification, refinancing, or reinstatement application process
  • Have phone numbers without a toll-free area code (for example, 800 or 866)
  • Have a trial or modification agreement from the `Underwriting Department`
  • Request to start making payments to a third party instead of EMM Loans LLC
  • Guarantees they can stop a foreclosure or get your loan modified.
  • Anyone who pressures you to make any commitments that you don`t fully understand
  • Anytime you see the phrases `government approved` or `official government` in descriptions of loan modification offers
  • Asks you to release personal financial information online or over the phone and you have not been working with this person and/or do not know them.

How to Report a Scam

  • Call 800-855-HOPE (4673) and tell the counselor that you believe you have been scammed, or you know of a scam.

One last thing: if you`ve been led to believe that you`ve been making payments towards a trial or modification agreement, but we have no record of the payments, then this may be a scam. If this happens, please call us right away at 855-648-0025.

More resources

Falling behind on your mortgage is tough, but it isn`t impossible to get back on track! And here are some more mortgage assistance programs that might just be able to give you the exact help that you need.

HUD

The United States Department of Housing and Urban Development (HUD) has a number of programs that can help assist you if you`re struggling with making your monthly mortgage payment. What`s unique about HUD is that they have trained housing counselors who will talk to you about your unique situation and go over all options that could work for you. Click here to find a HUD counselor.

HUD FORECLOSURE AVOIDANCE COUNSELORS

If you`ve applied but haven`t qualified for the programs EMM Loans LLC offers, we recommend that you talk to a specialized HUD Foreclosure Avoidance Counselor (this service is free of charge). Find a HUD counselor here.

 OTHER HUD RESOURCES

HUD can help if you`re in the unfortunate situation of having to leave your home without having another place to stay. Their search tools can help you find affordable apartments across the country.

 HUD can also help you find out if you`re eligible for public housing, as well as help you find available units. Click here to learn more.

Unemployment

Are you currently out of work? Below you`ll find resources to help you find a new job. We`ve also included resources if you need help during your unemployment.

CAREERONESTOP

Sponsored by the U.S. Department of Labor, CareerOneStop offers easy-to-understand workforce information and is a comprehensive resource for finding a new job or even a new career.

UNEMPLOYMENT INSURANCE

The Federal-State Unemployment Insurance Program provides unemployment benefits to eligible workers who meet state eligibility requirements (as determined by state law). Click here to learn more.

Servicing and payment contact info

Lock Box (payments only):
P.O Box 650094
Dallas, TX 75265-0094

Mailing address changes and written request by mail:
EMM Loans LLC
3138 E. Elwood Street
Phoenix, AZ 85034

Overnight address:
EMM Loans LLC
3138 E. Elwood Street
Phoenix, AZ 85034

Notices of Error / Information Requests:
EMM Loans LLC
3138 E. Elwood Street
Phoenix, AZ 85034

When are my mortgage payments reported to the Credit Bureaus?

EMM Loans LLC reports borrower payment history (both positive and negative) at month-end to the Credit Bureaus. If a scheduled payment is not received by 11 p.m. ET on the last business day of the month, the payment will be reported as received 30 days past due. Making your payment before the 30-day-late payment deadline is important if you want to avoid a possible late fee and protect your credit score.

By the way, EMM Loans LLC offers a variety of ways to assist in making payments easier for our customers. If you`d like to review the options, log in to your account or give us a call us at 855-648-0025 to speak with a Customer Care Rep.