As early as April 8, Fannie Mae and Freddie Mac—which combined own the majority of U.S. mortgages and therefore determine how servicers wind down most forbearances—had issued guidance to servicers listing a range of “workout options” for consumers to catch up on missed payments. 

Yet as was made clear by the dozens of consumers who wrote to CR after that date, many were still being misinformed about their options. And a new report from the Department of Housing and Urban Development Office of Inspector General, based on an April 17 study of websites of the 30 top servicers, found that several servicers “gave the impression that lump-sum payments would be required at the end of the forbearance period.” 

On April 23, Consumer Reports advocates wrote to

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