I've heard of some banks claiming CRA service hours for going over payment deferrals, loan forgiveness, etc. with customers and calling it "credit counseling." Has anyone else tried this and does it work?

I have seen these deferrals and other accommodations included as retail services but I have not seen the time spent on these counted as service hours. I think counting them as service hours would get complicated as it would open the door for a bunch of other internal bank activities to be counted as hours like a LO working on any CD loan etc. I think it makes the most sense as a retail service.

That's a good point, thank you!