Programs to Put You Back in Control

If you’re having trouble keeping up with your mortgage payments, Navy Federal offers a variety of programs to help you avoid foreclosure and keep your home.

Life is unpredictable, and circumstances can arise that make it difficult for you to keep up with your mortgage payments. The good news is there are a variety of programs that may be available to help you with your delinquency, avoid foreclosure, and keep your home. You may be eligible to refinance or modify your Navy Federal mortgage loan so your terms and monthly payments are more manageable. Or, if you have missed a few payments on your Navy Federal mortgage, you may qualify for a temporary or permanent solution to help you get your finances back on track. Our Mortgage Default Management Team specializes in member counseling and can help put you back in control. Our programs are listed below and our team is ready to help.

  • Contact our mortgage specialists at 1-888-503-7102, Option 4, between 8:00 am and 6:30 pm, Eastern Time.
  • Contact the Department of Housing and Urban Development Housing Counselors. This hotline provides free, comprehensive foreclosure assistance and housing counseling services around the clock. Call 1-800-569-4287 to ask about receiving help with your mortgage and to see if you qualify.

Home Retention Options

The right option for you depends on your individual situation. Once you review your options, you'll want to submit our Borrower Response Package to find out if you're eligible.

Repayment Plan

A repayment plan allows you to make up missed payment(s) by adding a portion of the past due amount to your regular monthly payment amount over an extended period of time.

Loan Modification

A loan modification makes your home more affordable by modifying the terms of your mortgage loan after you have successfully completed a trial period of reduced payments. This makes your payments or terms more manageable and provides a permanent solution to a long-term or permanent hardship.


Weighing Your Options

Depending on your circumstances, staying in your home may not be possible; however, a short sale or Deed-in-Lieu of Foreclosure may be a better choice than foreclosure.

Short Sale

A short sale is an option if you are unable to sell your home at a price which would allow you to pay off your mortgage/equity loan(s) in full. It requires you to list your property with a real estate agent, obtain a contract, and apply for assistance. This allows you to transition out of your home without going through foreclosure. In some cases, relocation assistance may be available.

Deed-in-Lieu of Foreclosure

If you are unable to sell your home, a Deed-in-Lieu of Foreclosure allows you to transfer ownership of the property back to Navy Federal Credit Union, upon approval.


See if You're Eligible

Please review and complete the Borrower Response Package. If you qualify, we will begin working on a resolution for any issues that affect your ability to make timely mortgage payments, whether your challenges are temporary or long-term. After you submit the requested information, a mortgage specialist will contact you. You should continue making your mortgage payments as scheduled, even after a request has been submitted.

Beware of Foreclosure Scams

Make sure you know how to protect yourself against foreclosure scams. 

Learn More about foreclosure scams

Mortgage Escalation

We're committed to ensuring that all of our members get the care and attention they need. Our Homeowner Assistance Programs are carefully monitored to ensure that we are communicating all available and potential foreclosure prevention alternatives, as well as providing a timely evaluation and decision in response to your completed application for assistance.

Qualifying for Mortgage Escalation

Our mortgage appeal/escalation process is designed to address only specific instances that generally fit the following criteria:

  • You receive a loss mitigation denial letter and would like to appeal the reason for denial.
  • You did not receive adequate notice from us about your foreclosure alternatives.
  • Your loan was referred to foreclosure prematurely, or we did not suspend foreclosure activities when we were required to.
  • Your completed application for assistance was not properly evaluated or was improperly denied.
  • You have retained an attorney to help you resolve an outstanding mortgage dispute or reasonably believe your loan is being serviced in a fraudulent manner.

To File an Escalated/Appeal Case

If you applied for assistance and would like to file an escalated case, you should send a letter describing the specific reasons you believe your case fits one of the criteria above. If you are filing an appeal, you must have documentation to support your appeal.

Escalated Case requests must be sent in writing to the following address:

Navy Federal Credit Union
Mortgage Servicing Error Resolution and Information Request
PO Box 3302
Merrifield, VA 22119-3302
ATTN: Complaint Resolution Team

What to Expect

If your case qualifies for mortgage escalation or appeal, we will mail you a letter letting you know that your case is being reviewed by the third business day of receipt. We may have a resolution within 14 days; however, should additional research be necessary, we may request this from you via phone. We will respond in writing and explain the actions we have taken.

For other inquiries, please call 1-888-842-6328, Monday - Saturday, 7:00 am - Midnight, ET.