Some borrowers get more aid than others

How does loan servicer determine who receives 'special treatment'?

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Inman Connect New York | January 29 - February 1, 2019

"Is it true that mortgage servicers will not help borrowers in trouble until they stop making their payments? I am a home retention counselor and I keep hearing from people referred to me that they have received no response from their servicer because they have not yet missed a payment. I would hate to advise people that they have to stop paying if they expect to get any help if it is not true."