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COVID-19 (coronavirus) Update

Assistance During Coronavirus (COVID-19) Update

Page Updated 4/8/2020

To Our Valuable Customers:

First and foremost, all of us at CSF Servicing hope that you and your family are safe during these difficult times. We encourage our employees and customers to follow all protocols as outlined and mandated by the federal government, the CDC, as well as your state and local governments. In an effort to stop the spread of the coronavirus (COVID-19), most states have declared stay-at-home orders. All of us have been affected by coronavirus. And we are here to help!

Our goal is to serve our customers, employees, and community by providing information of how CSF Servicing can directly help you by providing payment assistance and indirectly help you by providing you information to get assistance from local, state, and federal organizations. We genuinely want to work with you and help you with your auto loan!

Please call us at 1-855-500-5251 during our adjusted business hours or email us at [email protected] and allow us to help you!

CSF Servicing Assistance (effective 3/15/2020)

During these upcoming days and possibly weeks, we understand that you are worried about your health and financial stability. Please rest assured that we will do everything in our power to ensure our level of customer service remains strong and unwavering. We are here for you and want to assist you anyway possible. Our customer service representatives will continue reaching out to see if we can assist you with your automobile loan.  

During times like this, we have the ability and the resources to help you even more than usual. You have enough stress in your day, and we do not want to be the ones to add to those stressors, so please do not hesitate to call us should you need assistance. Our new hours of operation are Monday through Friday from 8:00 AM to 5:00 PM Central Time. Call us at 855-500-5251, so we can work with you during these uneasy times.

Payment assistance and other account-related updates

Some things to note that we have changed during this uncertain time:

  • Payment Deferments – existing customers have the option to defer their payment. Before considering a deferment, payment or other solutions may be a better option for you. While effective at addressing immediate payment concerns, deferments often result in greater overall interest costs. This will likely result in a higher final payment due at the end of your contract or extend your maturity date. If a deferment is the best solution, we can discuss that option as we want to ensure our customers maintain their loan. In some cases, due to the coronavirus pandemic, we are offering payment deferments with no payment required to assist customers. (See below FAQs on Payment Deferments.)
  • Late Fees Waived – late fees will be waived April 1 through April 30. If you experience a delay in making your current monthly payment, any late fees assessed for loan payments from April 1 through April 30 will be waived. If you plan to make your payment more than 5 days past your due date, please contact us either by phone or email.
  • Credit Bureau Reporting – CSF Servicing is required to report a customer’s monthly account status fairly and accurately to the credit bureaus. We report monthly to the credit bureaus and report non-payment only if over 30 days past due. However, because of COVID-19, we are taking special measures to minimize the impact on our customers. For any account that is over 30 days past due from March 1 through April 30, CSF Servicing will report a “Special Comment Code AW – Affected by Natural or Declared Disaster “to the credit bureaus. Following our reporting, your credit history will reflect “D “– no payment history available for these months. We will continue to monitor this situation and adjust our policies as needed.
  • Paid Off Recently – our title and lien department is working limited hours in the office, so your title or lien release may be delayed. Please understand this is in an effort to protect our employees and our community and to comply with state and local codes.

How to manage your account and reach us

We want to remind you of the many ways you can reach us to manage your account, make a payment, or discuss your current account status:

·        Call Customer Care: our friendly and professional agents are here to assist you with considerably more customer assistance programs. However, we have changed our operating hours to ensure our employees’ safety and the best customer experience. Our new hours are Monday through Friday from 8:00 AM to 5:00 PM Central Time. Call us at 1-855-500-5251, so we can work with you during these uneasy times.

·        Email Customer Care: if you can’t reach our team during those hours or are unable to call for other reasons, you can also email our customer care team 24/7; please email us with your questions or concerns, and we will try our best to answer you within one business day! Email us at [email protected]. Make sure to provide us with information to identify who you are and if we have your authorization to email you back (do not email social security numbers or other non-public information).

·        Online Portal: make a payment, schedule payments, and review your next due date. CSFSERVICING.com is available 24/7 and will help avoid and wait time.

Government Assistance Programs (updated 4/1/2020)

See below several different avenues available to most people living in the United States. As a quick disclaimer (to make our lawyers happy), we do not certify, insure, profit, or make any representations or warranties for any of the below information. CSF Servicing does not administer benefits or accept applications on behalf of any government benefits. While we cannot answer questions or advise our customers about benefit applications, user accounts or pins, cases, or personal situations, we want to provide our customers with information we have gathered directly from government agencies or partners of government agencies that we believe to be legitimate; however, you should always do your own research to ensure the security of your private and non-public information.

Coronavirus Assistance Finder (Benefits Finder)

Source: https://www.benefits.gov/benefit-finder

Source: https://www.benefits.gov/help/faq/Coronavirus-resources

Not sure which type of assistance you need? Confused where to start? Try using the Benefits.gov Benefit Finder to see what assistance is available to you and your family during this time of need. This tool helps anyone (employed or unemployed) find benefits and assistance available. 

Stimulus Check (Economic Impact Payment)

Source: https://www.irs.gov/newsroom/economic-impact-payments-what-you-need-to-know

“According to the IRS, stimulus checks will be distributed automatically, with no action required for most people. Eligible taxpayers, who filed tax returns for either 2019 or 2018 will automatically receive an economic impact payment of up to $1,200 for individuals or $2,400 for married couples. Parents will receive $500 for each qualifying child. Visit the IRS Economic Impact Payment Page to learn more, click here” (https://www.irs.gov/coronavirus/economic-impact-payment-information-center). 

“For more information specific to Social Security during the COVID-19 outbreak, visit the U.S. Social Security Administration’s Coronavirus Disease Page”, click here (https://www.ssa.gov/coronavirus/). 

Unemployment Assistance

Source: https://www.dol.gov/coronavirus

Some rules have changed, and you might be eligible! The federal government is allowing new options for states to amend their laws to provide unemployment insurance benefits related to COVID-19. Including extended benefits to:

  • self-employed and gig workers, 
  • employer permanently or temporarily laid you off,
  • employer has reduced your works hours due to coronavirus measures
  • individuals quarantined and expected to return to work,
  • individuals who temporarily leave employment due to a risk of exposure or infection or to care for a family member.

The unemployment benefits might provide an increase of $600 per week until July 31, 2020 and an additional 13 weeks of benefits (reference the CARES ACT). In addition, federal law does not require an employee to quit in order to receive benefits due to the impact of COVID-19.

In most states, you will need the following information to file for unemployment:

  • Last employer’s business name, address and telephone number
  • Date (month, day, year) you began working for your last employer
  • Last date you performed work for your last employer
  • If you worked this week, including Sunday, the number of hours worked and pay rate for this period
  • Wage information and employment dates 
  • All personal information (e.g., SSN, address, phone number)
  • Alien Registration Number (if not a U.S. citizen or national)

To begin your unemployment process, click here (https://www.careeronestop.org/LocalHelp/UnemploymentBenefits/find-unemployment-benefits.aspx) and select your state at the bottom of the page to file and learn more, including more details of coronavirus updates. “Please note that states are in the process of updating their websites to reflect these new laws. For now you should file for benefits as directed on your state’s website and look for information about how to receive future updates. Also note that many states are experiencing high volumes of traffic and ask filers to be patient and persistent.” (Source: CareerOneStop is sponsored by the U.S. Department of Labor, Employment and Training Administration) 

NOTE that unemployment applicants are required to continuously update their state’s unemployment agency on either a weekly or bi-weekly frequency to ensure continuous benefits; it is not a “set it and forget it” task. 

Click here to see Unemployment Frequently Asked Questions (https://www.careeronestop.org/LocalHelp/UnemploymentBenefits/unemployment-benefits-finder-help.aspx)

Food and Nutrition Assistance

Source: https://www.benefits.gov/categories/Food%20and%20Nutrition

If you are struggling to purchase food due to various income reason, there are state run programs to help you find food for yourself and family. To get a full list of your states food assistance program, click here (https://www.benefits.gov/categories/Food%20and%20Nutrition) and filter by your state.

The Supplemental Nutrition Assistance Program (SNAP) is one of those programs. You can find more information on SNAP by clicking here (https://www.fns.usda.gov/snap/recipient/eligibility). To get SNAP benefits, you must apply in the state in which you currently live and you must meet certain requirements, including resource and income limits, which are described on this page (https://www.fns.usda.gov/snap/recipient/eligibility). SNAP income and resource limits are updated annually.

Healthcare and Medical Assistance

Source; https://www.benefits.gov/categories/Healthcare%20and%20Medical%20Assistance

There are several federal and state organizations that provide healthcare and medical assistance. Begin your search for these types of benefits by clicking here (https://www.benefits.gov/categories/Healthcare%20and%20Medical%20Assistance) and filtering by your state of residency. 

List of Resources

We used several of the below sources to build this informational email. Before you act, research first, and seek out assistance. 

We are in this together! 

Again, we are here to help, and we look forward to assisting you and consider it a privilege to do so!

Auto Loan Deferral Pandemic Program FAQs

What is a payment deferral plan, and how does it work?

If you’re experiencing financial hardship as a result of the coronavirus (COVID-19) pandemic, please call or email CSF Servicing to request a payment deferral and discuss several options to maintain your current loan or get your account back on track. In some cases, due to the coronavirus pandemic, we are offering payment deferments with no payment required to assist customers.

Do I need to make a payment today to get a deferment?

No, due to the coronavirus pandemic, in many cases, we are offering payment deferments with no payment required to assist customers.

I’m behind on my payments. Can I still sign up for a deferral?

Yes, due to the coronavirus pandemic, you can still sign up for a deferral even if your account is past due. Your deferral will include past-due payments and possibly payments not yet due. 

How does it work?

With a payment deferral, you won’t have to make a payment until your extension period ends. After the extension period ends, you resume making your regularly-scheduled auto payments, and your contract term will be extended by the number of payments deferred.

What are the details?

Your billing statement will reflect your next payment due date and amount. Remember, if you’re financing your vehicle, finance charges might continue to accrue on the unpaid balance at the contract rate, and by deferring one or more payments, you might pay more finance charges. Also, the deferral won’t extend the duration of GAP, maintenance, life, or disability insurance that may be included in your contract, and in some cases, GAP products will exclude deferments in their calculation if and when you utilize such products.

What do I need to request a deferment when I contact customer service?

You will need your reason for requesting a deferment, an active email address, and your full attention to let the representative assist you with processing the deferment.

Will late charges apply to my account during the deferral period?

No, we won’t charge additional late fees during your deferral period.

At what rate will my finance charges accrue, and will they be compounded over the extension period?

In some cases, your finance charges will accrue at your contracted rate and aren’t compounded during the deferral period or otherwise.

When will I pay off the finance charges accrued?

When you make your next regularly-scheduled payment after the deferral period, funds will first be applied to satisfy any outstanding accrued finance charges and then to the outstanding balance. How long it will take to pay the finance charges accrued during the deferral period will depend on the amount and timing of any payments you make.

Will my due date advance?

Yes, your due date will advance based on the number of payments (bi-weekly, semi-monthly, or monthly) you are eligible to defer your payment. Your billing statement will reflect the next payment due date and amount.

Will a payment deferral impact my credit score?

Deferring your auto payment with CSF Servicing shouldn’t have a negative impact on your credit score, but it’s important to note that for most consumers, payments on auto contracts are just one of many items that impact their scores.

Will a payment deferral impact my financing rate?

No, your payment deferral won’t impact your original contracted rate; however, it might increase the total finance charge.

When will I see my next due date and amount due?

Your next billing statement will provide this information; keep in mind these are sent out approximately 15 days prior to your next due date.

Again, we are here to help, and we look forward to assisting you and consider it a privilege to do so!

Thank you,
The Entire CSF Servicing Team

Email: [email protected]
Phone: 855-500-5251
Hours: Monday through Friday from 8:00 AM to 5:00 PM Central Time

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