Mortgage Financial Hardship Assistance

Metro Credit Union understands that from time to time our members may experience financial hardship.  If you are experiencing a financial hardship and are finding it difficult to make your mortgage or home equity loan payment in a timely manner, Metro may be able to help.  It's important to consider all available options before risking possible foreclosure.

As your mortgage loan servicer, Metro will work with you in an effort to make your payment affordable. If you believe you are experiencing a qualified financial hardship or you want more information about loss mitigation options and the required documentation to apply for a program, please contact the Mortgage Servicing Department at 877-696-3876 x7591.

Beware of Foreclosure Rescue Scams.  Help is free!

There is never a fee to get assistance or information about any mortgage financial hardship program.  If you want to work with a third-party organization, make sure it is a HUD-approved housing counselor.  For a HUD-approved counselor, visit or call 1-888-995-HOPE.

Beware of any person or organization that asks you to pay a fee in exchange for housing counseling services or modification of a delinquent loan. Beware of anyone who says they can “save” your home if you sign or transfer over the deed to your house.  Do not sign over the deed to your property to any organization or individual unless you are working directly with your mortgage servicer.

Never make your mortgage payments to anyone other than your mortgage servicer without their approval.

Is your mortgage a Fannie Mae loan?

To find out if your mortgage is owned by Fannie Mae, you can go to the Fannie Mae Loan Lookup site. This site enables you to quickly determine if Fannie owns your loan. This site is provided only as a convenience; you should check with Metro to confirm if your loan is owned by Fannie Mae. If you do have a Fannie Mae mortgage and you wish to file a dispute with Metro regarding the process or decision on your financial hardship application, please submit a written request to the attention of:

Vice President of Collections
Metro Credit Union
200 Revere Beach Parkway
Chelsea, MA 02150

or call 1-877-696-3876 x7710.

The following is a summary of Metro’s service commitment to provide fair consideration and timely resolution of the escalation process for Fannie Mae loans (in accordance with Fannie Mae guidelines):

  • Within three (3) business days of when your escalated case is received, Metro will acknowledge the inquiry in writing (email, fax, or mail).

  • Within fifteen (15) business days from the written acknowledgement of receiving the request, a resolution will be determined.

  • Within five (5) business days of identifying the resolution, you will be notified of the proposed resolution in writing.