COVID-19

Questions and Answers

We'll Get through COVID-19 Together

• Are RMS offices still open?

  Our offices are considered part of essential financial services, and can remain open. That said, you may find locked doors and limited employee presence if you drop by during COVID-19 social distancing and shelter in place orders (these will differ state-by-state). Please communicate with your Loan Officer and mortgage team if you need to visit one of our physical locations.

• How do I reset my RMS Ready password?

  Instructions to reset your RMS Ready password

• How do I upload documents in my RMS Ready app?

  Instructions to upload your mortgage documents in your RMS Ready mobile app

• How do I upload documents through the RMS Ready web portal?

  Instructions on how to upload your mortgage documents through the RMS Ready web portal

• What if I'm temporarily out of work - can I still close my mortgage loan?

  There may be ways to proceed, even if a borrower or co-borrower is temporarily out of work. We'll work with you to find the best way forward.

• What should I do if I am not able to make my mortgage payment?

  If you currently own your home and cannot make your mortgage payment due to unemployment caused by COVID-19, please contact your Servicer (the company that handles your mortgage payments) immediately. Look for the customer service number on your loan statement or log onto your Mortgage Servicer’s website to ask for assistance. If you worked with RMS for your mortgage financing and are not sure who your Mortgage Servicer is, contact our customer service team at 844-688-2288.

• What payment relief is available for people affected by Covid-19?

  According to the Care Act of 2020, borrowers that are affected by Covid-19 directly or indirectly can request forbearance of their mortgage payment for up to 180 days initially.

  Will I have to make up the payments eventually?

  Payments not made during the forbearance period are not forgiven. At the end of the forbearance period, your servicer will contact you to see if the hardship still continues in order to provide additional workout options. Those could be extension of the forbearance, modification or a repayment plan.

  Who do I contact?

  Your best recourse is your Servicer (the company that handles your mortgage payments). Look for the customer service number on your loan statement or log onto your Mortgage Servicer’s website to ask for assistance. If you worked with RMS for your mortgage financing and are not sure who your Mortgage Servicer is, contact our customer service team at 844-688-2288.

• If my closing is delayed due to COVID-19-related issues, will I lose my locked rate?

  If it looks like a delayed closing is going to require extending your rate, we'll work with you to reach the best outcome. Each situation is going to be different, and the best way forward may depend on what is happening that day. We'll get there together.

• What if the Appraiser cannot complete the appraisal because they cannot get access to the inside of the house?

  At RMS, we have a dedicated department to coordinate with Appraisers. If your appraisal cannot be completed because the Appraiser cannot get access to the inside of the house, we may have other viable options. Remain calm, communicate with your mortgage team, and we'll get past this hurdle together.

• Can I eClose my mortgage?

  RMS is actively working to implement eClosing functionality. In the meantime there may be other alternatives available. Our offices are considered part of essential financial services and, in most cases, remain open and available for closings. Your mortgage team will work with you to coordinate the closing solution that works for your circumstances.