If your mortgage payment was returned, lost, or credited to the wrong month after your loan transferred, keep proof of payment and contact both the former and new servicers promptly. Ask them to trace the payment and correct any resulting account error. If the problem is not resolved, send a written notice of error to the servicer’s designated address. A servicing dispute does not automatically pause your next payment.
This guidance covers U.S. federal mortgage-servicing rules under Regulation X. The result in an individual case can depend on the payment method, loan terms, transfer dates, and other facts.
First, check the transfer date and payment instructions
Read the servicing-transfer notices from both companies. They should identify the effective transfer date, when the former servicer stopped accepting payments, when the new servicer began accepting them, and how to contact each servicer. The transfer generally does not change your loan terms, apart from servicing-related terms. See the CFPB’s Regulation X rules on mortgage servicing transfers and its model notice of servicing transfer.
Compare the instructions with the payment you made. Record the amount, date, method, account number used, and where you sent it. The 60-day transfer protection is tied to the effective transfer date—not the date you first learned about the transfer.
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Preserve proof and ask both servicers to trace the payment
Save the bank debit or cleared check, electronic confirmation, any returned-payment notice, transfer letters, statements, account screenshots, and messages with either servicer. Keep copies of letters and delivery records.
Contact the former servicer and the new servicer. Ask the former servicer whether it received the payment and whether it forwarded or returned the funds. Ask the new servicer whether it received the funds and how they were posted. Request written confirmation and keep notes of calls, including dates and names.
If the account shows a late fee, delinquency, or payment credited to the wrong installment, identify the specific entry and ask the servicer to correct it. Do not assume that the payment has been traced simply because one company says it has contacted the other.
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Know when the 60-day transfer protection applies
Under Regulation X, during the 60 days beginning on the effective date of a servicing transfer, a payment received by the former servicer on or before its due date—including any grace period allowed by the loan documents—may not be treated as late for any purpose. The protection applies when the former servicer received the payment in that window; it does not excuse every returned payment or establish that every payment method met the servicer’s requirements.
If the former servicer receives a payment that should go to the new servicer, it must promptly either transfer the payment for application or return it to the payer and notify them of the proper recipient. These duties and the 60-day rule appear in the CFPB’s Regulation X transfer rule.
Send a written notice of error if the account is still wrong
A returned, uncredited, or incorrectly applied payment may involve a servicing error. Regulation X covers, among other things, failure to accept a conforming payment, failure to apply an accepted payment correctly to principal, interest, escrow, or other charges, and failure to transfer servicing information accurately and on time.
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Your written notice must include your name, information that lets the servicer identify your account, and a clear description of the error you believe occurred. Include the payment date, amount, method, intended recipient, what happened, and the correction you want. Attach copies—not originals—of relevant proof. Send the notice to the servicer’s designated address for notices of error, if it has one; check the servicer’s notices, periodic statement, or website for that address. A payment coupon or other payment form supplied by the servicer does not have to be treated as a notice of error.
For example, state that a payment of a specified amount was debited on a stated date, name the servicer you paid, explain that the payment was returned or posted to the wrong month, and ask the servicer to investigate and correct the payment history and any related fees or delinquency coding if its records confirm an error. Avoid vague claims such as “my account is wrong” without identifying the transaction.
The requirements and exceptions are set out in the CFPB’s Regulation X error-resolution rule.
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Request related account information when records would help
A request for information is useful when you need records to understand the payment route or posting. You can ask for a transaction history for the disputed period, receipt and posting dates, how the payment was allocated, or transfer and return details. Identify yourself and the account, specify the information sought, and use any address the servicer designated for information requests.
Keep the request focused on records connected to the disputed payment. A notice of error and an information request serve different purposes, but one clear submission may assert a specific error and request related records. The servicer must assess the substance of the submission. See the CFPB’s Regulation X information-request rule.
| Route | What to include | Purpose and usual response timing |
|---|---|---|
| Notice of error | Your name, account-identifying information, and the specific servicing error | Asks the servicer to investigate and, if appropriate, correct the error. Most responses are due within 30 business days; a limited 15-business-day extension may apply. |
| Request for information | Your name, account-identifying information, and the specific records or information you want | Seeks account information, such as payment or transfer details. Most responses are due within 30 business days; a limited 15-business-day extension may apply. |
Track deadlines and review the servicer’s response
For a notice of error, the servicer generally must acknowledge receipt in writing within five business days, excluding Saturdays, Sundays, and legal public holidays. For most errors, it must correct the error or explain the investigation within 30 business days. It may extend the response period by 15 business days if it gives you written notice of the extension and its reasons before the original deadline.
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An information request generally has a 30-business-day response period and may also qualify for a timely explained 15-business-day extension. A request asking who owns or holds the loan has a separate 10-business-day deadline. The applicable periods and exceptions are described in the error-resolution rule and information-request rule.
If the servicer concludes that no error occurred, its response must explain why and describe your right to request the documents it relied on. After you request those documents, the servicer generally must provide copies without charge within 15 business days, subject to confidentiality, privilege, and other exceptions.
Keep making and checking payments while the dispute is open
A notice of error or information request does not, by itself, suspend future installments or resolve what you owe. Follow the current payment instructions, continue checking statements and account activity, and keep proof of subsequent payments. If the servicer’s instructions are unclear or a payment is rejected, contact it promptly and document the exchange rather than assuming a dispute pauses the payment schedule.
The error-resolution rules include exceptions for certain duplicative, overbroad, or untimely submissions. State law, loan type, and transfer circumstances may also matter. If the dispute is tied to an imminent foreclosure or serious credit-reporting consequence, consider contacting a qualified housing counselor, an attorney, or the relevant regulator.
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