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Some Mortgage Loan Servicers’ Websites Offer Information about CARES Act Loan Forbearance That Is Incomplete, Inconsistent, Dated, and Unclear

US Department of Housing and Urban Development:

On April 17, 2020, 22 days after enactment of the CARES Act, HUD OIG reviewed the public facing websites of the top 30 servicers to identify readily accessible information for borrowers related to the COVID-19 crisis… Some servicers’ websites acknowledged that information about options for borrowers is confusing and, at times, seemingly contradictory. Additionally, some servicers’ websites noted that contacts with servicers would likely be difficult and delayed, whether by telephone, mail, email, or the website, due to the volumes of contacts servicers are receiving. As such, complete, consistent, current, and clear information on servicers’ websites is all the more valuable.