We're here to help

We know this is a challenging time. Amidst the COVID-19 outbreak and economic slowdown, we know some customers may have temporary difficulties making their loan payments. We’re here to help.

First and foremost, if you can pay your loan, please continue to do so. But if you are facing financial difficulties, we may be able to provide relief. The assistance programs we offer, including those for federally-backed loans associated with the federal CARES Act, are payment forbearance. Forbearance is not forgiveness, but rather a temporary pause of your monthly mortgage payment. Please be aware that when the forbearance period is over, we consider several options, which may include a lump sum payment, a repayment plan over a set period of time, or a loan modification. For borrowers that request post-forebearance assistance and qualify, lump sum payment may not be required.

If you need immediate payment assistance, please request help from our customer care team via our Payment Assistance Request form. We will make every effort to respond to you within 3 business days. If you have additional questions, please include them within the comments section of the form and we will address your questions when we contact you.

If you need to call our contact center, we ask you to please be patient. Due to the COVID-19 situation, we are experiencing high call volumes.

Finally, to learn more about the CARES Act and the relief it provides for federally-backed mortgage loans, we suggest you watch the video put together by the Consumer Finance Protection Bureau. To see it, click here.

Get Help

Mortgage, Home Equity Loan or Home Equity Line of Credit (HELOC)
Payment Assistance Request Form


Credit Card or Installment Loan (Auto, RV, Marine, Unsecured)
Payment Assistance Request Form
 

Mortgages 1-800-545-8180
Home Equity Lines & Loans 1-800-653-0347 Opt 5
Installment Loans & Credit Cards 1-800-653-0362

TTY 1-800-659-5495

Frequently Asked Questions for Mortgage Customers

COVID-19 Hardship

If you can make your payments you should continue to do so. The relief offered is not payment forgiveness. The longer you put off paying your loan now, the more difficult it may be to bring your payments current later.

If your ability to pay your mortgage is impacted due to the COVID 19 pandemic, you may be eligible to delay making your monthly mortgage payments for a temporary period, during which:

  • You won’t incur penalties, late fees or additional interest
  • You won’t have further delinquencies reported to the credit bureaus during the forbearance period
  • Foreclosure and other legal proceedings may be suspended

If you have trouble catching up at the end of this temporary relief period, additional assistance may be available if you apply and qualify.

If your loan is a federally-backed, assistance is available per the federal CARES Act. If your loan is not federally-backed, we have other options available to help you.

No matter your loan type, we're here to help. Contact us as soon as possible to let us know about your current circumstances. As a result of the COVID-19 crisis, our call wait times are longer than usual at this time. We encourage you to complete our Payment Assistance Request form instead.


NON-COVID-19 Hardship

You do not need to be past due on payments to qualify for assistance. A variety of home retention options may be available to you if you qualify:

  • A loan modification for a more affordable monthly mortgage payment
  • Alternative repayment or forbearance plans1 to help bring delinquent payments current within months rather than requiring a lump sum

Other options may be available to allow you to leave your home and avoid foreclosure, including short sales2 and deeds in lieu of foreclosure3. Your eligibility for any foreclosure avoidance option is based on a variety of factors such as income, expenses, and loan type.

Contact us as soon as possible to let us know about your current circumstances. As a result of the COVID-19 crisis, our call wait times are longer than usual at this time. We encourage you to complete our Payment Assistance Request form instead.

COVID-19 & Non-Covid 19 Hardship

If you can make your payments, please continue to do so. The relief offered is not payment forgiveness. The longer you put off paying your loan or line of credit now, the more difficult it may be to bring your payments current later.

If you are unable to make your payments due to the COVID-19 crisis, we have options available to you.

Contact us as soon as possible to let us know about your current circumstances. As a result of the COVID-19 crisis, our call wait times are longer than usual at this time. We encourage you to complete our Payment Assistance Request form instead.

Contact us as soon as possible to let us know about your current circumstances. As a result of the COVID-19 crisis, our call wait times are longer than usual at this time. We encourage you to complete our Payment Assistance Request form instead.

Credit Reporting Disputes

We may report information about your accounts to the credit bureaus. If you think we've reported inaccurate information, please write us at: Bank of the West PO Box 2180 Omaha, NE 68103. In your letter, please include name, address, account number and/or social security number, reason for dispute and your signature to indicate you're the borrower submitting this dispute.

Report errors or get information

If you believe there is an error on your account, or you would like information regarding your account, you must submit your request in writing to the appropriate address shown below to ensure a timely response. Please include detail as to the alleged error and/or information desired.

Inquiries and requests for first-lien residential mortgage loans should be submitted to this address:

Bank of the West
PO BOX 3492
Omaha NE 68102-3492

Inquiries and requests for Home Equity products should be submitted to this address:

Bank of the West
PO Box 2078
Omaha NE 68102-3492

Inquiries and requests for Credit Cards, Installment and Unsecured Loans & Lines should be submitted to this address:

13505 California St
NE-BBP-02-I
Omaha, NE 68154

Other resources

Department of Housing and Urban Development (HUD)
Call 1-800-569-4287
TTY 1-800-877-8339

Legal information and Disclosures

1Forbearance plan: The homeowner pays delinquent payments and/or fees over a set period of time rather than in one lump sum.

2Short sale: The homeowner sells a property for less than the amount owed.

3Deed in lieu: The homeowner hands over the property title to the lender in exchange for a release from the mortgage payment obligation.