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TMS COVID-19 Information Hub

Important TMS COVID-19 Information and Resources

As this pandemic plays out, we assure you that the health and safety of our team members is of top priority. Our Core Value of “People Matter” has shown itself in so many ways, and we couldn’t be prouder. Rest assured, we have processes and policies in place to ensure our work environments are as safe and clean as possible as the virus continues to impact our communities. As always, we will continue to be there for you and your loved ones during this unsettling time. Please do not hesitate to reach out with any questions or concerns.

For Our Customers…

  • Stay up-to-date on the latest news revolving around COVID-19. The Centers for Disease Control and Prevention (CDC) offer great prevention tips and updates to help you stay on top of what’s going on.

  • Create an online account at tmscustomer.com. This way you will have access to all of the tools you need to manage your mortgage at any time. This includes payment activity, payment changes, FAQs, important documents, etc.

  • Download our Happinest mobile app. With Happinest, you’ll be able to access the customer website from any mobile device giving you the ability to manage your mortgage on the go!

  • JOY, our automated assistant, is also available 24/7 to answer any questions you may have about your mortgage on the customer website.

  • Scammers may take advantage of uncertain times like what we are going through right now. No one from TMS will ask you for your personal information in an email or text message. If we reach out to you, we won’t ask for confidential information such as your name, password, personal identification number (PIN) or other account information. See the Federal Trade Commission’s advice for consumers to protect yourself from scams.

FAQs about COVID-19 and your mortgage:

  • What mortgage relief or payment options are available to me since I have been impacted by the Coronavirus (COVID-19)?
    • Our customers are in our thoughts during this challenging time and we are here to assist you along the way if you have any questions or concerns. Customers will be provided a three-month forbearance as needed. During the three-month forbearance, we will suspend your monthly payments, will not assess late fees, and will not report negatively to credit bureaus.

      Keep in mind that you still must pay for the three months of suspended payments. You can pay either during the forbearance timeline or at the end of the three-month term. If you are suffering from a hardship that is permanent, or that is anticipated to last longer than three months, and you require longer term assistance, please contact us so that we can discuss those specific options with you.

      All relief options TMS offers are directed by regulatory, investor, or insurer requirements. Should more options specific to COVID-19 be made available we will remain in close contact with you. We encourage you to make payments if you can do so. TMS will not report negatively to your credit during the time you are in any approved plan, such as a forbearance.

  • Can I make payments toward my mortgage during this time if I am able to?
    • Yes, you can, and we encourage you to do so. Keep in mind any payment other than a full contractual payment cannot be applied until a full payment is received. If you make a partial payment, we will hold the funds in suspense until we receive a full payment. You are not required to make payments if you have been approved for a forbearance plan.

  • Will I still receive letters about my delinquency status while in forbearance?
    • Yes, due to investor guidelines we must send certain letters including statements regarding delinquency for compliance reasons. However, you will not be required to make payments during the plan and TMS will not assess late fees or report negatively to your credit.

  • What if I’m in the middle of a trial modification and I cannot make my payment due to a hardship from Coronavirus (COVID-19)?
    • If you so choose, we will stop your current trial modification program to place you on a forbearance. Please note that once this is complete, you will have to submit and be re-evaluated with a new Mortgage Assistance Application Package for a new trial modification. If you would like to choose this option, please contact us.

  • Are there any relief options that will allow me to defer my mortgage payments?
    • All relief options TMS offers are directed by regulatory, investor, or insurer requirements. At this time, this option is not available for all loans that TMS services. Should this specific option be made available we will offer it to our customers.
  • Will I still receive letters about my delinquency status while in forbearance?
    • Yes, due to investor guidelines we must send certain letters including statements for compliance reasons. However, you will not be required to make payments during the plan and TMS will not assess late fees or report negatively to your credit.

Foreclosure Moratorium:

Some investors and state and local jurisdictions have begun to suspend or stop Foreclosure sales during this pandemic. Each investor has different guidelines and TMS must be sure we are servicing these loans per their unique guidelines. Our leadership will continue to be in constant communication with our investors and jurisdictions and will update team members immediately if the investor guidelines change. Current guidance is as follows:

FHA, USDA, & VA

All Foreclosure referrals, Foreclosure sales & evictions are halted for 60 days. TMS is currently postponing sales past 5/18/2020 currently. If the account is in Foreclosure but a sale date is not scheduled, we are not scheduling one at this time.

Fannie Mae (FNMA) & Freddie Mac (FHLMC)

If the property is owner occupied, TMS is cancelling or postponing for 60 days.


Customer Service Information:

While we hope COVID-19 doesn’t affect you, please be aware that our Customer Care team is standing by ready to assist you with any questions or concerns you may have. Please feel free to contact us at 866.867.0330. You can also visit our HELP/FAQ page located on TMSCustomer.com under the “HELP” menu or on our Mobile app under the FAQs menu.

For Our Team Members and Locations, TMS…

  • Has temporarily suspended all customer and partner visits to our offices in order to be consistent with our own travel restrictions and to align with the emerging travel restrictions of our customers and partners.

  • Has implemented continual education of our team members regarding the importance of proper hygiene. We have also increased stocks and availability of soap, sanitizing wipes and hand sanitizer in all of our locations.

  • Has reminded team members that those who are ill should not come to work. All team members must be symptom-free for at least 24 hours before returning to work. If a team member exhibits symptoms of the flu while at work, they will be required to go home.

As the situation continues to be fluid, we will do our best to keep you up to date during these unique circumstances. On behalf of everyone at TMS, we are sending our heartfelt thoughts to you and your loved ones.

LAST UPDATED MARCH 23, 2020


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March 16, 2020