Mortgage Assistance Guide

Get Help — and Get Started — in 3 Easy Steps

Understanding how to prepare and get started with mortgage assistance is in the details of this guide.

Help us understand your hardship (i.e. income reduction, divorce, medical issues, etc.). We are ready to help you. You can call us at 800.443.1032, Monday through Thursday, 8 a.m. to 10 p.m., Friday, 8 a.m. to 8 p.m., and Saturday, 9 a.m. to 3 p.m. ET. Please have your SunTrust mortgage loan number ready.

In order to determine the best option for you, we need a complete understanding of your financial situation. Once you decide to apply for a loan modification or other assistance, download your investor package from the Investor Specific list below. You will also need to submit additional documentation listed here under General Documentation and Household Income Documentation categories. 

Please Note! All relevant forms must be signed in ink and mailed to SunTrust at the address provided below.

Investor Specific Documentation:
Download your investor package from the list below. If you are unsure which package is the correct package for you, our representatives are available to assist at 800.443.1032.

General Documentation

  • Hardship Letter - a personal letter from the borrower documenting any significant financial hardships that have resulted in an inability to make timely mortgage payments. Examples include, but are not limited to: job loss, illness/hospitalization, loss of income.
  • Two months most recent bank statements
    All pages, even if they are blank. We cannot accept account summaries.
  • Housing and Living Expenses (car payment, student loans, credit card bills, etc.).
Wage Earner (W2 employee)
  • Most recent paystubs that reflect the last 30 consecutive days of year-to-date earnings for each employed borrower with the most recent stub dated within 60 days
Child Support/Alimony*
  • Copy of court ordered document that states amount of the alimony, child support or separation maintenance payments and the period of time over which payments will be received
  • Most recent bank statements that reflect the last 60 days showing receipt of payment
Social Security, Disability, Death Benefits, Pension, Public Assistance, Adoption Assistance
  • Award letter dated within the current year
  • Most recent bank statements that reflect the last 60 days showing receipt of payment
Self-Employed
  • Most recent year-to-date Profit & Loss Statement signed and dated
  • Most recent bank statements that reflect the last 60 days (personal and business)
  • Prior 2 year's complete business tax returns signed
  • Prior 2 year's personal tax returns signed
Rental Income
  • Copy of current Lease Agreement
  • Most recent bank statements that reflect the last 60 days showing receipt of rental payment or Most recent cancelled rent checks that reflect the last 60 days.
  • Seasonal rentals: Year-to-date Profit & Loss Statement signed and dated; or prior year's tax return signed
Investment Income
  • Most recent bank statements that reflect the last 60 days showing receipt of payments; or
  • Most recent investment statements that reflect the last 60 days showing receipt of payments
Other Earned Income
  • Letter of contribution provided by third-party that provides monthly amount and authorization given to STM to review
  • Income documentation from the third-party as stated above
    • Income from alimony, child support, or separate maintenance income need not be revealed if you do not wish to have it considered as a basis for repayment.
    • Return the completed forms and documentation using one of the delivery methods below.

IMPORTANT NOTES to help facilitate prompt and accurate imaging of your documents:

  • Include your FULL name, applicable 10 digit loan numbers and date at the top of the form.
  • Ensure each document includes a valid mortgage loan number. If multiple documents for the same loan are being submitted, include the loan number at the top of each page.

Fax
You may fax all documents that do not need to be signed in ink and mailed to 877.589.0758. A fax cover sheet with directions has been included in each package.

Mail
You may mail all documents to:
SunTrust Bank
VA-RVW-5113
PO Box 26150
Richmond, VA 23260

Email
You may email all documents to Homepreservationdocuments@SunTrust.com.

  • Please include your loan number in the Subject line.
  • Please ensure that all documents are in a PDF format.
  • Please do not send more than eight (8) attachments in each submission. If you have additional documents, please send in a separate email.
  • If you are submitting documents for more than one loan, please send a separate transmission for each loan.

What's next?

Once you've completed these steps, you will be assigned and contacted by a Home Preservation Client Representative (HPCR) if you are not already working with one. The role of the HPCR is to be your one point of contact throughout the qualification process.

You can call us at 800.443.1032, Monday through Thursday, 8 a.m. to 10 p.m., Friday, 8 a.m. to 8 p.m., and Saturday, 9 a.m. to 3 p.m. ET. Please have your SunTrust mortgage loan number ready.

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Pay by check: SunTrust Bank PO Box 79041 Baltimore, MD 21279-0041

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