Skip to Main Content Skip to Sitemap Online Banking

Home Loan Payment Help

Struggling to make payments? We're here for you.

If you're struggling to make your mortgage payment, please know that the team here at San Mateo Credit Union is here to help. Whether you've already fallen behind or you're afraid you will soon, we have special financial assistance programs.  If you have a deferment on your mortgage, and are still in need of help and it is expiring soon, please contact us to discuss your options.

If You Need to Get Started with a New Request

You can apply for assistance in two ways:
  • Online: Register and apply online for a forbearance. Please note: If you receive a 'denial' message, it is NOT the final decision. Continue to click through.
  • By Phone: Call (877) 210-8647, but please be patient as call volume is extremely high.
We’re here to help and have created the following frequently asked questions in an effort to provide as much information and clarity for our members as possible.

How can I find my first mortgage loan account number?
Log into your online banking and find your first mortgage loan from the Accounts tab, the number sequence next to the loan on this page is NOT your account number of record. Click on your first mortgage loan and press “continue” on the pop up. Click the “eStatement” tab in the menu across the top of the page. Click on your most recent eStatement. It will open in a new window. In the top right-hand corner, you will see “Account Number.” This is the account number for your mortgage loan. See a step by step guide (PDF) on how to find your mortgage loan number.

Do I need to cancel may automated payment for my first mortgage to take advantage of the payment deferment offer?
The deferment is specific to your loan payment due date only. It will not automatically stop any automated payments. If you do not want to send a payment when no payment is due, you will need to login and cancel your automated payments.

How do I cancel the automatic payment for my mortgage?
If you set up auto-pay in our online mortgage portal, login to your online banking and go to your mortgage account to cancel. If you set up auto-pay over the phone, you will need to call (877) 210-8647 to cancel.
Please note: It can take up to 14 days to cancel recurring automatic payments.

For First Mortgage Hardship Assistance, please call (877) 210-8647


For Second Mortgages or Home Equity loans, please follow these two simple steps:

1. Preparing to talk to us

Gather your financial information so that we can get right to the heart of the matter. We’ve made it easy by providing streamlined application for you to fill out. You'll also need:

•Fully completed loan application
• Recent income documents (such as pay stubs, benefit statements from Social Security, disability, unemployment, retirement, or public assistance.) If you are self-employed, have your tax returns with a year-to-date profit and loss statement available for reference
•Bank statements for last two months
•Copy of your Home Owners Insurance Policy
•Documentation of your hardship

2. Starting a conversation

Call (650) 562-1224. You'll be connected to one of our Financial Assistance Specialists who can discuss your particular situation and provide practical solutions to avoid foreclosure.

If you prefer, you can mail in your application to:

Financial Assistance
San Mateo Credit Union
350 Convention Way
Redwood City, CA 94063

If you send in your application by mail one of our specialists will review your information and call you to set up a time to talk.

The U.S. Department of Housing and Urban Development (HUD) sponsors housing counseling agencies that provide low- or no-cost assistance. Find the nearest one through this online search . You can also call toll-free at (800) 569-4287 weekdays between 9 a.m. and 5 p.m., Eastern Standard Time (6 a.m. to 2 p.m. Pacific Time). When you call HUD, you can receive an automated referral to the three housing counseling agencies closest to you.

We use cookies to improve your experience on our site, enable important site functionality including analytics, site traffic, personalization and marketing. By continuing to user our site, you accept our use of cookies in accordance with our Privacy Policy. Learn more