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Citadel Consumers and Business Partners COVID-19 Update (05/12/2020)

Dear Valued Clients and Business Partners,

As a valued client and business partner of Citadel Servicing Corporation (“CSC”), we are writing to inform you of the latest developments in light of COVID-19, the recent announcement of California’s Stay at Home Order, as well as rapidly changing conditions in the financial markets.

To protect the health and safety of our employees, our customers, and to maintain CSC’s position as the Non-QM market leader, we have decided to continue with our stay-at-home policy for many of our departments, and we are also continuing the temporary pause in loan originations. This decision was made with great deliberation, taking into consideration Federal, State, and local officials’ guidance, your health and safety, and the health and future of CSC.

We are making this business decision out of an abundance of caution, in order to comply with the continuation of California Governor Newsom’s Executive Order, and recognizing the in-person interactions at loan closings and in the origination process. Current conditions require reconsidering these interactions.

Importantly, CSC is not terminating or shutting its operations.

Our servicing department is fully operational and ready to address borrower questions and concerns. Our dedicated customer service representatives are available at (888) 800-7661 during normal business hours from 8 a.m. to 5 p.m. (PDT). Borrowers may also utilize our online portal ( to access their accounts, make payments, and get up to date information. Borrowers in need of assistance can call the same number to receive our loss mitigation department.

We value our relationships and regret that this may be a burden in this difficult time for all of us. CSC plans to fully resume normal operations as soon as conditions permit. We will be back, and with your continued support, stronger and better than ever.

We will continue to evaluate how to best devote our resources to serve the needs of our employees, clients, and our partners and keep you informed accordingly.