IMPORTANT CONTACT INFORMATION:
For customers who are having difficulty making their payment please call: 1-877-402-2043, select option 2.
We've made an additional line available with our servicing partner, US Bank to provide additional contact options: 1-888-287-7817, select option 2, then press 1 to speak to a representative.
However since there are many customers calling during this period, if you do not need an immediate response you may email yourrequest to: CustomerServicePLS@usbank.com
In all cases please provide you servicing account number (10 digits, beginning with 83000 or 8400 which is found on your billing statement) and if you are affected by the COVID-19 Virus please advise our servicing unit of that fact since there may be additional options available to you.
Due to the unusually high volume of calls during this time of crisis, we ask for your patience and assure you that our Servicing Unit is working as quickly as possible to respond to request and answer calls for assistance. Call in numbers are available M-F 8:00 AM - 5:00 PM CT and Saturday 9AM - 2 PM CT.
If you have a normal servicing related question related to making a payment, making escrow, buy out statements or other questions you may call our Servicing Unit at: 1-877-402-0537
April 1, 2020
We have some good news for customers who are facing difficulty with their home payments due to the COVID-19 virus.
First, under The Coronavirus Aid, Relief, and Economic Security Act ("CARES Act") passed March 27, 2020, homeowners whose contracts are backed by Freddie Mac or Fannie Mae* (please see a detailed description below) can obtain forbearance.
What does that mean?
- If you're undergoing hardship (due to lost wages, for example), you can contact the numbers below for assistance. You should advise them whether you are experiencing a financial hardship caused by the COVID-19 virus or another reason.
- Our Servicing Unit can assist you with your personal situation.
You have a few options to make this request. To increase our capacity to serve you, we now have two new numbers to call for customers having difficulty making payments.
- The number to reach a counselor if you need assistance with payments: 1-877-402-2043, select option 2.
- We've made an additional line available with our servicing partner, US Bank. There's an additional disaster line where a representative can be reached: 1-888-287-7817, select option 2, then press 1 to speak to a representative.
Lastly, for normal servicing related questions relating to making a payment, buy out statements or making escrow, call our Servicing Unit at 1-877-402-0537. Customer Service Representatives are available to assist you Monday-Friday, 8:00 AM - 5:00 PM CT, and Saturday, 8:00 AM - 2:00 PM CT. You can also email our Servicing Unit at: CustomerServicePLS@usbank.com.
In all cases please provide your servicing account number - It is located on your billing statement and begins with 84000 or 83000. For call inquires, have an authorized signer from your account on the phone call. Due to unusually high call volumes, response times and wait times to speak to a customer service representative are understandably longer than normal and we apologize for this.
We remind all customers that deferring payments may extend the term of your contract. If you are in the position to make your payments, you may want to consider making payments, even if a deferment is available to you.
Please review your monthly statements for updates and we will be posting additional information as we receive it on our website.
Our Servicing Unit will continue to be here for you through these difficult times. We wish you and your loved ones good health.
*Since inception, Guidance Residential has sold its share in the Co-Ownership Contracts to government-sponsored institutions, Freddie Mac or Fannie Mae. As a participant in the Declining Balance Co-Ownership Program, you can rest assured that the terms of our Sharia-compliant Co-Ownership Contract remain fully intact for the duration of the Contract Term.