Forbearance requests

How do we take a forbearance request, collect the documents and disclosures the investor requires, and write the decision and the plan terms to servicing?

Run it as a loss mitigation option with its own terms. Callvu takes the forbearance request from the loss mitigation application or directly in any channel, classifies the plan type the investor offers for the hardship (a short-term plan on a verbal attestation, a longer plan with documentation, a disaster plan), collects the documents and the attestation through a link, delivers the disclosures (the terms, what happens to the suspended payments, the options at the end), captures the borrower's acceptance on a secure screen, routes the decision in the Decision Desk where the rules require it, and writes the plan with its start, end and reinstatement terms to servicing with the credit reporting and the foreclosure hold.

In scopeComplex: multi-party handoffsCallvu moves: chase and verify, decide, write back

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Last updated November 7, 2026.

The problem today

The forbearance was granted verbally, the terms were never sent, and the borrower expected the missed payments to be forgiven.

Today, without Callvu

A borrower loses income and asks to pause payments. The agent agrees to three months. Nothing in writing explains that the payments are suspended, not forgiven, or what happens at the end. Three months later the servicer asks for a lump sum, the borrower disputes it, and the loan is delinquent again with a complaint attached.

Each investor sets the forbearance plans available by hardship type: short-term plans on a borrower's attestation, longer plans with documentation, disaster forbearance for declared areas, with maximum terms, extension rules and the required exit options (reinstatement, a repayment plan, a payment deferral, a modification). The Regulation X loss mitigation rules apply to the application, the short-term exception allows a plan on an incomplete application with a written notice of the terms.

A forbearance is a contract with an end date, and the borrower should understand both.

How it runs

From the requestto the system of record.

A borrower requests forbearance in any channel, or the loss mitigation evaluation offers it. Callvu opens the plan on the loan.

Borrower: Describes the hardship, attests or documents it, receives the disclosures and accepts the plan on a secure screen.
Loss mitigation specialist: Decides where the rules require a decision, in the Decision Desk.
Servicing: Books the plan, the credit reporting and the foreclosure hold.
Callvu: Classifies the plan, chases, discloses, captures acceptance, routes and writes.

Classify the plan
The investor, the hardship type (a loss of income, a disaster, an illness), the delinquency status and any prior plans classify the forbearance available: the plan type, the maximum initial term and extensions, whether an attestation suffices or documents are required, and the exit options.
Chase and verify
The attestation or the documents (a hardship statement, proof of the event, income where required) are collected through a link, read and checked; a plan offered on an incomplete loss mitigation application under the short-term exception carries the required written notice that the borrower may complete the application.
Decide and accept
A plan within the rules is offered by rule; a request outside them (a longer term, a repeat plan, a disputed hardship) goes to the loss mitigation specialist in the Decision Desk with the classification and only the allowed outcomes. The disclosures (the suspended amounts, that they are not forgiven, the end date, the exit options, the credit reporting) are delivered and the borrower accepts the plan on a secure screen.
Write back
The plan with its start and end dates, the suspended payments, the credit reporting treatment, the foreclosure hold and the exit review date are written to the servicing system; the end-of-plan review opens before the end date to offer the exit options through their processes.

Where it ends: The forbearance was the investor's plan for the hardship, the borrower accepted written terms they understood, and servicing holds the plan with the exit review scheduled. The Decision Trace shows the classification and any decision; the Audit Trace shows the documents, the disclosures and the acceptance.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

RESPA (Reg X) loss mitigation (12 CFR 1024.41(c)(2)(iii)): A servicer may offer a short-term payment forbearance program (up to six months of suspended payments) based on an evaluation of an incomplete application, provided it promptly sends a written notice stating the terms, that the borrower may complete the application to be evaluated for all options, and the consequences of not doing so; a borrower who accepts and performs is not deemed to have been evaluated for all options, and the protections against foreclosure continue through the plan.
Investor forbearance plans (Fannie Mae Servicing Guide D2-3.2-01, Freddie Mac Servicing Guide 9203, FHA Handbook 4000.1 III.A.2, VA and USDA requirements): Each investor defines the forbearance plans by hardship type and delinquency, the initial terms and extensions, the attestation or documentation required, the reporting, and the exit options (reinstatement, repayment plan, payment deferral, modification) that must be offered before the plan ends.
FCRA and the credit reporting guidance (Metro 2 and the CARES Act precedent): A borrower in a forbearance plan is reported as the plan and the investor's guidance require; the plan record drives the reporting.

Company policies

The plan type and term come from the investor's rules on the hardship; the agent does not negotiate them.
The terms are disclosed in writing and accepted on a secure screen before the plan starts.
The exit review opens before the end date, with the options offered through their processes.
The servicing system holds the plan, the reporting and the hold.

Controls

Plan classification by investor and hardship.
Attestation or document collection with checks.
Short-term exception notice where applicable.
Disclosure delivery and secure acceptance.
Decision Desk for requests outside the rules.
Servicing write with the exit review date.

Clocks and deadlines

Plan term: The investor's initial term and extensions, with the end date on the record.
Exit review: Opens before the end date, in time to offer the exit options.
Short-term exception notice: Promptly after the offer on an incomplete application.

Documents and checks

The request and the hardship
The classification
The attestation or documents
The disclosures and the acceptance
The servicing plan record

In the Decision Trace

The classification and the rule.
Any decision and the person.

In the Audit Trace

The documents received.
The disclosure delivery and the acceptance with time.
The writes and the exit review.

The handoff

Between the front doorand the back office.

The front door

Any channel; the borrower attests, reads the terms and accepts on a secure screen.

The back office

The specialist decides only exceptions; servicing books from the accepted plan.

The Decision Desk

A request outside the investor's rules (a longer term, a repeat plan, a disputed hardship) goes to the loss mitigation specialist in the Decision Desk with the classification and only the allowed outcomes.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

Bank Leumi runs its home lending workflows on Callvu.

MTG-01

Community Bank of Mississippi runs TRID loans on Callvu.

MTG-02

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

Does the borrower need documents?

It depends on the investor's plan: short-term plans on an attestation, longer ones with documentation; the classification decides and the link collects what is needed.

What does the borrower accept?

Written terms: the suspended amounts, that they are not forgiven, the end date, the exit options and the credit reporting, on a secure screen.

What happens at the end?

The exit review opens before the end date and offers the investor's options (reinstatement, a repayment plan, a payment deferral, a modification) through their processes.

Related processes

Loss mitigation application Repayment plans Disaster relief request Loan modification Try it in the sandbox All home lending processes

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