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General Angela Calla 23 Mar

We hope that you’re staying healthy through these changing times.  It’s business as usual here at our office and the lenders have all been communicating with us that their policies are changing rapidly and they are working very hard to reduce wait times.   They are doing everything they can to assist everyone.  The current wait times are 4 hours on the phone on average and 3-5 business days for further approval. They hope to shorten this response time and are working on systems to become more efficient.

We are also placing updates on our Facebook Page:

We were sent the information below that will help you with the process.  Here is what you can expect to be asked and what to have handy to reduce wait times:

  1. Were you laid off in an industry directly impacted by COVID-19?

Customers who have had the income directly impacted by COVID-19 and need immediate assistance because they are unable to make their mortgage payments should contact us. These customers will be offered up to 6 months payment relief.

  1. Were you laid off in an industry NOT directly impacted by COVID-19 (i.e banks)?

They may request additional information & confirm the lay-off so have that information ready. They are prepared to work on a solution that may include up to 6 months of payment relief.

  1. Are you still working but have other factors impacting your ability to make a mortgage payment

Customers who have been financially impacted by COVID-19 but are still able to work, and may still reach out to us if they are in immediate need and at risk of missing a mortgage payments. Solutions are being offered on a case by case basis and may include payment relief.

The lenders want you to know that they are being hit extremely hard right now, not only with deferring payment requests but also with the change in Prime Rate & annual mortgage statement requests.   This is the perfect storm for banks because it was already the most busy season for customer service departments and then the pandemic hit right at the same time.  Please be patient and understand that banks want to help but they only have so much manpower to handle this unique situation.

Lenders have asked to be called or emailed directly with the above information at hand and will get back you at their first opportunity.

If we can help with anything please reach out to us at

Below is a list of numbers and available email addresses


Customer Service Numbers below:

ATB 1-800-332-8383

B2B 1-800-263-8349

BMO 1-877-895-3278

Bridgewater 1-866-243-4301

CIBC 1-800-465-2422

CMLS 1-888-995-2657

DLC 1-866-928-6810

Equitable 1-888-334-3313

Connect First 403-736-4000

Chinook Financial 403-934-3358

First Calgary Financial 403-736-4000

First National 1-866-557-5509

Haventree 1-855-272-0051

Home Trust 1-855-270-3630

HSBC 1-888-310-4722

ICICI 1-888-424-2422

Manulife 1-877-765-2265

MCAP 1-800-265-2624

Merix 1-877-637-4911 option 4

Marathon 1-855-503-6060

Optimum 1-866-441-3775

RBC 1-800-769-2511

RFA 1-877-416-7873

RMG 1-866-809-5800

Scotia 1-800-472-6842

Servus 1-877-378-8728

Street Capital 1-866-683-8090

TD 1-866-222-3456

Angela Calla is a 16 year award-winning woman of influence mortgage expert. Alongside her team, passionately assisting mortgage holders get the best mortgage, and educating them on The Mortgage Show on CKNW for over a decade and through her best-selling book The Mortgage Code available on Amazon. To purchase the book click here: The Mortgage Code. Proceeds from all sales will be donated to Access Youth Outreach Services. Angela can be reached at or 604-802-3983.