Servicer guide · Verified September 30, 2026
Behind on a mortgage serviced by Citadel Servicing Corporation? Here is the number to call, what to say, what to send, and the New Jersey protections that apply no matter who services your loan.
You may also see: Citadel Servicing · Acra Lending
Main servicing line: ask for loss mitigation or mortgage assistance
888-800-7661Hours: Mon-Fri 8am-5pm
Online application: Not stated on their site
Assistance page: citadelservicing.com
Read on citadelservicing.com on September 30, 2026. Servicers merge and renumber, so the number on your own statement always wins.
Citadel services non-prime loans originated through Acra Lending.
Citadel Servicing Corporation's site does not list specific options, but one complete application is normally reviewed for all of these. Which ones fit depends on who owns the loan, your income and how far behind you are.
Repayment plan
You pay the regular payment plus part of the past-due amount each month until you are caught up. Works when the hardship is over and income is back.
Forbearance
Payments are paused or reduced for a set period. The skipped amount does not disappear; at the end it is handled through a repayment plan, a deferral or a modification.
Loan modification
A permanent change to the loan, such as a longer term, a lower rate, or rolling the past-due amount into the balance, to reach a payment you can afford.
Short sale
Selling the home for less than the amount owed, with the servicer’s approval. It ends the foreclosure without an auction.
Have these in front of you. Ten minutes of prep makes the call shorter and the file stronger.
“I’m behind (or about to fall behind) on my mortgage because of [the hardship]. I’d like to apply for mortgage assistance. Please tell me every document you need for a complete application and the deadline to send it, and give me a reference number for this call.”
Then ask:
Write down the date, the name of the person you spoke with and the reference number, every time. That log is what you use if anything goes wrong later.
Send everything in one package, keep copies, and get proof it arrived (an upload confirmation, fax receipt or certified mail). Our free letter builder writes the hardship letter and the written requests servicers must answer.
Federal rules (all servicers). A complete application received more than 37 days before a scheduled sale must be evaluated for every option within 30 days, and while it is under review the servicer generally cannot move for a foreclosure judgment or order of sale, or hold the sale. If it arrives 90 days or more before a sale, you can appeal a modification denial. You are also entitled to a single point of contact.
New Jersey rules. A Notice of Intention to Foreclose must come at least 30 days before any complaint is filed. Once served, you have 35 days to answer. Eligible owner-occupants can use the court's free foreclosure mediation program, and you can generally cure the default up to final judgment. Citadel Servicing Corporation cannot shorten any of this.
Scam check
888-800-7661 (Mon-Fri 8am-5pm). This is the main servicing line; ask for loss mitigation or mortgage assistance. We read it on citadelservicing.com on September 30, 2026. The number printed on your own statement always wins.
Citadel Servicing Corporation's site did not make this clear. Ask when you call, and whatever route you use, keep proof of every document you send.
Federal servicing rules generally protect you once a complete application is in. If Citadel Servicing Corporation receives a complete application more than 37 days before a scheduled sheriff sale, it must evaluate you for every option within 30 days and generally cannot move for a foreclosure judgment or order of sale, or hold the sale, while the review and any appeal are pending. "Complete" is the key word, so send everything at once and keep proof. A licensed New Jersey attorney can confirm how this applies to your case.
No. Applying for assistance is free, and upfront fees for foreclosure rescue services are generally illegal under federal and New Jersey law. A HUD-approved housing counselor (800-569-4287) will help you prepare and send the application at no cost.
Next steps
Not sure which option fits before you call? The free 2-minute assessment tells you which of the seven options still work at your stage.
See My Options, FreeNJ Foreclosure Guide is not affiliated with Citadel Servicing Corporation and is not paid by any servicer. This page is educational information, not legal advice; a licensed New Jersey attorney can confirm what applies to your case.
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