Options to stay in your home
Repayment plans
Fallen behind but ready to catch up? A repayment plan lets you gradually pay off missed payments along with your regular mortgage payment.
Loan Modification
Need a more affordable payment? We may be able to change the terms of your loan to help.
Forbearance
Going through a short-term hardship? We can temporarily pause or reduce your mortgage payments to give you time to recover and you can repay the payments later.
Refinance
If you're current on your mortgage loan, refinancing could lower your interest rate, reduce your payments or access equity.
Payment Deferrals
A payment deferral can delay your mortgage payments. All missed payments will be due when your loan is paid in full or by the maturity date, whichever occurs first.
Options to leave your home
Short Sale
Owe more money on your mortgage loan than your home is worth? A short sale, which allows you to sell your home and settle your mortgage debt for less than you owe, may be right for you.
Deed-in-Lieu of Foreclosure
If you can no longer afford your mortgage, a deed-in-lieu of foreclosure is a way for you to voluntarily transfer ownership of your home to us to avoid foreclosure.
Selling Property
If keeping up with your mortgage payments has become difficult, selling your home may be a practical way to avoid foreclosure. The sale proceeds can help pay off your mortgage and any extra is yours to keep.
Foreclosure
Foreclosure happens when mortgage payments have been missed for a long time and Citizens takes ownership of your home. This usually results in the home being sold to settle the remaining balance.
You and your dependents may be entitled to certain legal rights and protections under the Servicemembers Civil Relief Act (SCRA).
Servicemembers with a mortgage incurred before entering active duty can benefit from a 6% interest rate cap under the Servicemembers Civil Relief Act. This cap applies to the duration of the servicemember's active duty and for an additional year after military service ends.
For more information, contact us by any of the options below.
Email: MilitaryAssistance@citizensbank.com
Mail:
Military Assistance Team
One Citizens Bank Way–JCA150
Johnston, RI 02919
Fax number: 855-872-1791
Additional details are available from the Consumer Financial Protection Bureau at Servicemembers Civil Relief Act (SCRA) | Consumer Financial Protection Bureau
Apply for assistance through our online Loan Solution Center
If you're having difficulty making mortgage payments, please contact us right away. Applications are submitted using a trusted third-party portal. Our team will work with you to explore available solutions.
Applying online is fast and easy
To apply, you must:
- Register in the Loan Solution Center (have your loan number ready)
- Create a username and password
- Complete the questionnaire
- Download application forms
- Upload completed application forms and required documents
You may need:
- Proof of income
- Recent bank statements
- A summary of financial hardship
Citizens will review your application and notify you of your eligibility status.
Additional Resources
Applying online through the Loan Solution Center is the quickest way to request assistance. If you prefer an alternate method, see the options below.
Phone Number: 800-456-8855
Our team is available Monday through Friday, from 8 am to 8 pm ET, to discuss available options and help you work toward a resolution.
Download our Mortgage Assistance Application form
Mail or fax completed application and required documents to:
Citizens
Attn: Loss Mitigation - VAM352
10561 Telegraph Road
Glen Allen, VA 23059
Fax Number: 888-777-1631
If you're facing financial difficulty and having trouble paying your mortgage loan following a disaster, we can help find the right assistance options for your circumstance. Be sure to apply for assistance right away.
The Department of Housing and Urban Development (HUD) offers homeownership counseling at no charge. To locate counseling agencies or programs in your area, call 800-569-4287, TDD 800-877-8339 or visit www.hud.gov
Citizens has partnered with SpringFour, an independent company that researches and verifies non-profit and government organizations that can help you get in better financial shape. Get started today, and they'll find trusted resources that can help you. Get started.
Mortgage assistance and foreclosure relief scams target homeowners whose financial troubles put them at risk of losing their homes.
How to spot and avoid foreclosure relief scams:
© Citizens Financial Group, Inc. All rights reserved. Citizens Bank, N.A. Member FDIC
Mortgages are offered and originated by Citizens Bank, N.A. (NMLS ID# 433960). All loans are subject to approval. Offers may be withdrawn without notice. 
Equal Housing Lender.