THE UNQUALIFIED FILES
MORTGAGE ASSISTANCE CALL SHEET

Opening
“I am experiencing a financial hardship and want to discuss home-retention and mortgage-assistance options.”

Ask
1. What loss-mitigation or hardship options are available on my loan?
2. Am I eligible to be reviewed for a modification, deferral, repayment plan, or forbearance?
3. If I am not eligible, what is the specific reason?
4. Who owns or guarantees the loan, if that affects the available options?
5. What documents do you need from me?
6. Where should I send them?
7. When will the application be considered complete?
8. How will I receive the decision?
9. Is there an appeal or escalation process?
10. What are the important deadlines while the review is pending?

Before hanging up
- Representative name / ID:
- Reference number:
- Date:
- Exact reason given:
- Documents requested:
- Submission method:
- Deadline:
- Next follow-up date:

Keep copies of everything you send.