Frequently Asked Questions (FAQs)

If you have questions about your loan with EPM and would like to speak to someone, please give us a call at (855) 670-4941. Our team members are available Monday – Friday 8:00 am – 9:00 pm ET and Saturday 8:00 am – 12:00 pm ET to help you.

Servicemembers Civil Relief Act

What is the Servicemembers Civil Relief Act (SCRA) and what protections might be available to active duty service members?

SCRA, or the Servicemembers Civil Relief Act, enables servicemembers on active duty in the military service of the United States to devote their entire energy to the defense needs of the nation by alleviating some of their financial burden. Some of the protections and benefits offered under SCRA include: • Interest Rate Cap: The maximum rate of interest on debt incurred prior to entry into military service (active duty) is 6%. If an eligible servicemember has an interest rate over 6%, upon request and with proof of eligibility, EPM will reduce the rate to 6% for the term of active duty. • Fees: Fees that are subject to SCRA will be waived to ensure that interest in excess of 6% is not paid by the servicemember. This can include late charges and foreclosure fees. EPM will waive late charges for all loan types/investors from the start of the active duty period through the end of the protection period. • Stay on Evictions and Foreclosures: Under SCRA, the servicemember has the right to have default judgments and other legal proceedings, evictions, repossessions, and foreclosures delayed until the servicemember is able to defend themselves in court. EPM will not proceed with these actions while the servicemember is on active duty and for up to 12 months after the end of active duty. Keep in mind that SCRA protections apply only to an obligation on real property (i.e. your mortgage) owned by a servicemember that meets the following criteria: • Loan was originated before the period of the Servicemember’s active military service and for which the Servicemember is still obligated, and • Loan is secured by a mortgage, deed of trust, or other security in the nature of a mortgage.

What is a “servicemember” for purposes of SCRA?

Servicemember refers to all persons in the armed forces of the United States: Army, Navy, Marine Corps, Air Force, and Coast Guard, including members of a reserve component and the National Guard, (Reservists), the commissioned corps of the National Oceanic and Atmospheric Administration (NOAA), commissioned corps of the Public Health Service (PHS), and U.S. citizens serving with allied forces.

What types of military service quality for SCRA benefits?

Military Service refers to active duty in the regular military (Army, Navy, Air Force, Marine Corps, and Coast Guard), including members of a reserve component called to active duty, and members of the National Guard called to active duty by the Federal government for longer than 30 consecutive days, and commissioned officers of the National Oceanic and Atmospheric Administration (NOAA) or Public Health Service (PHS) called to active service by the order of the Federal Government.

What documentation does a customer need to submit to be reviewed for SCRA protection?

Need Mortgage Assistance?

We get it, life happens. If you’ve hit one of life’s speedbumps and are struggling to pay your mortgage, we're here to help you get back on track. Always remember, you are part of the Happinest family, and you're never in this alone.

There are several options available to homeowners going through this.

First things first: our dedicated, compassionate, and expert Customer Care Team Members at 855-670-4941 are always standing by to hear from you. They’re there to help find the solutions that are right for you that will help you get back on track.

The most important thing to remember is don’t delay: the sooner you call us, the more we’re able to help you come up with a plan and next steps.

If you’ve been impacted by COVID-19, please visit our COVID Information Hub here. Streamline options and other special programs may be available to you.



Our goal is to explore all solutions that will help you keep your home—including repayment plans, refinancing, and loan modification.

Also, we participate in certain government programs that help homeowners who are going through challenging times.

There may be some instances when the only viable solution is for a homeowner to leave their home. In these cases, we may be able to help avoid the foreclosure process with a short sale or "Deed-In-Lieu" agreement. As your servicer, we are here for you and will continue to work with you in order to provide the assistance you need during this difficult time.

And as always, our Customer Care Team Members are available to discuss your options with you and help you determine the solution that’s right for you. Call 855-670-4941. Remember, the sooner you call us, the more we can help you.


Did you fall behind on your payments due to a temporary hardship, like an unexpected medical bill? We understand, life happens. If that’s the case, but now you’ve recovered and are able to pay your amount due each month, you may be a candidate for a repayment plan.

This is a great option if you qualify. This means that instead of owing it all at once, your late amount due will be spread over a manageable timeframe until you’ve paid it all off. This will mean a small increase in your future monthly payments until you are all caught up.


Are you facing a long-term hardship? If so, a good option for you may be modifying your loan so it has more manageable terms.

The difference between refinancing and loan modification is this: When you refinance you replace your existing loan with a new one. While a loan modification keeps your existing loan but changes its terms.

If you qualify for loan modification, it could help in a few different ways. First, we’ll see if we can reduce your monthly payment. Another option is that we may be able to lower your interest rate. And lastly, there’s the option to extend the loan's time frame—this might lower your monthly payments.


Unfortunately, it’s possible there isn't a financially viable way for you to keep your home. Or maybe, you've made the choice to leave, based on current circumstances. If this is the case, you don’t necessarily have to go through a foreclosure (which is always difficult).

Here are some other options:
A short sale is when, pending on the approval from your lender, you sell your home for less than you owe on the mortgage.

If you're approved and able to sell your home, any sales proceeds will be applied toward your mortgage debt.

This is a good option because a short sale can have less of a negative impact on your credit score than a foreclosure.

Once we’ve discussed your options with you and agree that a short sale is the best way for you to go, your realtor will need to begin the process.


A Deed-In-Lieu of foreclosure is an arrangement where you voluntarily turn over ownership of your home to the lender to avoid the foreclosure process. And it can have less impact on your credit score than a foreclosure.

A Deed-In-Lieu also gives you more time to arrange your move and transition to your new residence.

If and when the time comes, call our Customer Care Team Members at 855-670-4941, and they will help walk you through the process.

Additional information can be found on our Mortgage Help page here



Programs to help you

There are also lots of outside agencies that are great sources of potential help. If you think you might qualify, we’re more than happy to get you in touch with them.


FINANCIALLY IMPACTED BY COVID-19? Homeowners with financial hardships who have been impacted by COVID-19 can apply for assistance with their mortgage payments, property taxes, and other housing costs. Learn more about the program at or by calling (800) 569-4287.

¿HA SIDO AFECTADO FINANCIERAMENTE POR EL COVID-19? Los propietarios de vivienda con dificultades financieras que han sido afectados por el COVID19 pueden solicitar asistencia con sus pagos de hipoteca, impuestos a la propiedad y otros costos de la vivienda. Obtenga más información sobre el programa en o llamando al (800) 569-4287.


First and foremost: thank you for your service. It’s not easy to be on active duty and have to wonder if you’re falling behind on your mortgage or losing your home. Don’t worry, we’re here to help.

Under the Servicemembers Civil Relief Act, active duty U.S. military members are eligible to receive certain financial relief and protections.

If your loan originated before your active duty military service, you may be entitled to protection from foreclosure during your active service and up to 12 months following it.

Also, if you have a high interest rate, you may be eligible to lower it to 6%.


  • The SCRA covers all active-duty service members, reservists and members of the National Guard while on active duty.

Think you may qualify for protection and benefits under the SCRA? Please send a copy of your active duty orders to:

500 S. Broad Street, STE 100A
Meriden, CT 06450

Or fax them to 888-214-4255

We'll be sure to let you know if we need any additional information.
here to learn more about SCRA benefits.



What about spouses or dependents of a servicemember?

If the customer requesting SCRA benefits or protections is claiming eligibility as a spouse or dependent of the servicemember, the customer must provide the documentation requested above for the servicemember (written request for relief and copy of orders), plus: • For spouses: a copy of the marriage certificate. • For dependents/children: a copy of the dependent’s military ID showing their military sponsor and relationship to sponsor. Documents should be sent to: • Fax to: 1.888.476.3867 • Mail to: Special Loans, 500 S. Broad Street, Suite 100A, Meriden, CT 06450 • Customers can also email the information to CCare: [email protected]

Once I apply for benefits, should I still make my regular monthly payments?

Yes. You are still required to make your monthly mortgage payments made up of principal, interest, taxes, and insurance, and any other amounts that show as due on your monthly billing statement. Once we receive your request for relief under SCRA, we will review your eligibility and processes your request within 30 days of the receipt of the request. If our review confirms you meet eligibility requirements, we’ll send you a confirmation letter that outlines any change to your monthly payment, the effective date, and termination date of the benefits (if known). If we’re missing documentation needed to process your request or need more information, we’ll send you a communication letting you know. If we determine you are not eligible for SCRA benefits, or if you do not submit sufficient documentation within 30 days of the receipt of the request, we will send a communication denying the request for SCRA benefits.