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A mortgage servicer can legitimately change, but verify any new payment instructions before acting. Compare the transfer notice with information you obtain independently from a trusted mortgage statement or the servicer’s established website, then update payment arrangements and keep proof of what you sent.
What changes—and what does not—when servicing transfers
Your mortgage servicer collects payments and handles account servicing. Servicing rights can move from one company to another without changing the terms of your loan. That is different from a sale of the loan itself: the owner of the debt and the company that services it are not necessarily the same. The CFPB explains the distinction and the transfer process in its mortgage servicing transfer guidance.
A notice, call, email, or text about a transfer is not automatically a scam. But an unexpected message that changes where or how you should pay is a reason to verify before changing your bank instructions or sending money.
Check the transfer notice before changing where you pay
Under the usual federal timing rule, the former servicer generally sends notice at least 15 days before the transfer takes effect, and the new servicer generally sends notice within 15 days afterward. The servicers may instead send a combined notice at least 15 days before. Exceptions apply in specified circumstances, so timing alone does not establish whether a message is genuine. See the CFPB’s Regulation X servicing-transfer rule.
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Use the formal notice as a checklist. Confirm that it identifies:
- The effective date of the servicing transfer.
- The names and contact information for both the former and new servicers.
- The last date the former servicer accepts payments and the first date the new servicer accepts them.
If an instruction in a call, text, email, or letter does not match the notice—or you did not receive a notice—do not assume either that it is fraud or that it is safe. Contact the servicer using information from a trusted mortgage statement or its established website, not only a phone number, link, or payment details in the unexpected message. The CFPB advises borrowers to check the transfer notice, while the FTC recommends contacting the servicer directly. Neither source sets out a transfer-specific digital authentication protocol.
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Safely switch payments and confirm they arrive
- Verify the destination independently. Call the servicer using a number on a trusted statement or visit its established website. Confirm the new payment recipient and the date it begins accepting payments.
- Update automatic bill pay. Make the change through your bank or credit union after confirming the details. If you pay by mail, allow enough delivery time for the payment to reach the correct servicer by the due date.
- Keep making scheduled payments. Do not stop or delay a payment because a message seems suspicious; resolve the destination question directly with the servicer.
- Check the next mortgage statement. Confirm that the payment was credited to your account. If it was not, contact the servicer or servicers promptly.
Know what the 60-day payment protection covers
For the 60-day period beginning on the effective transfer date, a payment received by the former servicer on or before its due date—including any applicable grace period—cannot be treated as late for any purpose, and a late fee may not be imposed. If the former servicer receives a payment in error, it must promptly forward it to the new servicer or return it and tell you the proper recipient. This limited protection is not a reason to ignore the transfer notice or stop paying.
The CFPB model notice states: “Under Federal law, during the 60-day period following the effective date of the transfer of the loan servicing, a loan payment received by your old servicer on or before its due date may not be treated by the new servicer as late, and a late fee may not be imposed on you.” See the CFPB’s transfer rule and model notice for the applicable requirements.
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Recognize mortgage-relief scams without confusing them with a transfer
A servicing transfer and a mortgage-relief offer are different things. The FTC’s warnings about mortgage-relief scams are useful context, but they do not prove that a particular transfer message is fraudulent. Be wary of anyone who:
- Demands an upfront fee in exchange for promised mortgage relief.
- Pressures you to pay by cashier’s check, wire transfer, or mobile payment app.
- Guarantees a loan modification or says they can stop foreclosure.
- Tells you to stop communicating with your lender or servicer.
For a payment change, verify with your servicer directly. If you need help with mortgage payments or face foreclosure, the FTC points homeowners to free HUD-approved housing counselors. See the FTC’s guidance on avoiding mortgage-relief scams.
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What to do if a notice is missing or a payment is misapplied
If you did not receive a transfer notice, cannot confirm the new payment destination, or believe a payment was credited incorrectly, contact both the former and new servicers. You may also send an information request or a notice of error to the servicer or servicers. The CFPB explains these options in its servicing-transfer guidance.
Keep copies of notices, statements, payment confirmations, and letters you send. Write down when you contacted each company, the number or channel used, and what the representative told you. The FTC recommends keeping copies and taking notes when dealing with a servicer; an expanding file folder can help keep records together, but it does not verify payment instructions or prevent fraud. See the FTC’s mortgage-relief scam guidance.
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