KEEPING YOU INFORMED: COVID-19 information for residential customers & commercial borrowers

Our residential call centre is experiencing higher than normal wait times.

If you are a residential customer experiencing financial hardship due to COVID-19 and need to request a mortgage payment assistance, please submit a payment assistance request through My Mortgage.

If you are a commercial borrower experiencing financial hardship due to COVID-19, please email our Payments team at

Be assured that we are committed to getting back to all of you who have contacted us.

Your patience is appreciated, and we thank you for your understanding.



Responsiveness when you need it

There will be times during the mortgage term where you or your customers will have questions that require immediate answers. At First National, responsiveness is a core value. Our Account Managers and customer service representatives are available to you and your customers for any and every question.

If you need to contact your Account Manager, click here.

Below, you will find the contact information that your customers need to reach customer service, escalate issues if required, make a home warranty claim and apply for mortgage life insurance.

They can also manage their mortgage online anytime using My Mortgage. Customers can use the chat feature to conveniently contact us, right in My Mortgage online.

Customer Service:

Our customer service representatives are available Monday to Friday, 8:30am to 8:00pm EST.



Head Office: 100 University Avenue, Suite 700, North Tower, Toronto, Ontario, M5J 1V6