If your mortgage payment is no longer affordable, call the company that receives your monthly payment—the mortgage servicer—and ask for its loss-mitigation or mortgage-assistance application. Explain the hardship, whether it is temporary or ongoing, your current income and expenses, and any deadline such as a scheduled foreclosure sale. Then submit the requested documents promptly and compare any written offer by both its new payment and its total cost over time.
This U.S.-focused guide explains what to say, what documents may be requested, how a modification differs from forbearance and other options, and what to do if the servicer denies your request. Federal guidance cannot determine eligibility or terms for an individual loan.
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Start with the mortgage servicer, not a paid rescue company
Your servicer is the company that sends your statements and processes payments. It may not be the same company that originated the loan or currently owns the mortgage. Use the phone number on your monthly statement, coupon book or the servicer’s official website.
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Call as soon as you see a payment problem. Do not wait for a delinquency notice or a foreclosure deadline. For delinquent borrowers, many servicers generally must attempt direct contact within 36 calendar days and send written loss-mitigation information by 45 days. Those regulatory process deadlines, described by the Consumer Financial Protection Bureau (CFPB) on a page last reviewed in 2024, are not a reason to delay your call, and they do not guarantee a particular offer.
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If you cannot identify the servicer, a HUD-approved housing counseling agency can help you determine whom to contact. Free counseling is available through the HOPE Hotline at 888-995-HOPE (4673).
Have your loan number, property address and the date of your next payment available when you call. If the company recently changed, verify the new contact information against your statement or an official notice. Keep paying according to your existing instructions unless the servicer gives you different written instructions; submitting an assistance request does not automatically stop late charges, collection activity or foreclosure steps.
What a mortgage payment modification does
A mortgage loan modification changes one or more loan terms and is one form of loss mitigation. Depending on the loan and applicable program rules, the change may:
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- Reduce the interest rate;
- Forbear or reduce some principal; or
- Use a combination of these measures.
A lower monthly payment does not automatically mean a lower overall cost. Extending the term can increase the amount of interest paid, and any deferred or capitalized amount can remain payable later. Review the written terms for the new payment, interest rate, maturity date, principal balance, treatment of missed payments and total amount owed.
Ask whether the quoted payment includes only principal and interest or also escrow for property taxes, homeowners insurance and mortgage insurance. An escrow change can raise the amount drafted each month even when the modified principal-and-interest payment is lower. Also ask whether late fees, advances or other arrears are included in the new balance or must be paid separately.
Approval is not automatic. The current Regulation X text states: “Nothing in § 1024.41 imposes a duty on a servicer to provide any borrower with any specific loss mitigation option.” The loan’s owner or investor, insurer or guarantor, the loan type, and program rules affect which options the servicer can evaluate.
Prepare before you call
Write down the hardship and its likely duration
Be able to state what changed, when it changed and whether you expect the problem to be temporary or ongoing. Examples identified in federal guidance include unemployment, disability, uninsured medical expenses, divorce and death. If you are a servicemember with permanent-change-of-station orders, mention that fact.
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Keep the explanation factual and specific. For example: “My hours were reduced in March, cutting household income by approximately $1,200 per month. I expect the reduction to continue through the end of the year.” Do not promise a recovery date you cannot support.
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Separate a one-time cash shortage from a payment that is permanently beyond the household budget. A short interruption may fit a repayment plan or forbearance, while an ongoing income reduction may require a lasting term or rate change. You do not have to diagnose the right solution before calling; describe the facts and ask the servicer to evaluate the available alternatives.
Gather a current household snapshot
Have recent information about income, regular expenses, liquid assets and other obligations available. The servicer may ask for pay information, benefit statements, bank records, tax material or a written hardship statement. Supporting evidence could include a divorce decree or hospital bills. This is an example of possible documentation, not a universal checklist; follow the servicer’s specific request.
Use consistent dates and amounts across every form. If income is variable, explain the typical and expected range rather than supplying a single unusually high month. Tell the servicer about other assets and debts honestly; withholding material information can delay review or cause the package to be rejected as incomplete.
Identify urgent dates
Tell the representative about a missed-payment date, a pending foreclosure notice, a scheduled sale, military orders or any other deadline. If you have received legal papers or a sale date, contact a qualified housing counselor or attorney promptly as well as the servicer. Foreclosure procedures vary by state.
Use a clear request on the first call
You can adapt this wording:
“I am having trouble making my mortgage payment because of [brief hardship]. Please tell me what loss-mitigation options may be available, how I can apply for a loan modification, and what documents you need from me.”
This is suggested wording, not a quotation from a government agency. Ask the representative to record the hardship and request a case or reference number. Confirm the mailing address, secure upload method or portal for documents, and the name or department handling the application.
Ask whether the servicer has received any prior application, whether a complete package is needed before review begins, and whether the same package will be considered for more than one option. Request the representative’s instructions in writing when possible. If you cannot understand an instruction, ask the representative to explain what action is required, by what date and what happens if you miss that date.
Complete the application and document every exchange
- Request the official application. Ask specifically for the mortgage-assistance or loss-mitigation package and whether one application covers multiple options.
- Submit a coherent hardship explanation. Match the dates and amounts in your explanation to the financial forms and supporting records.
- Send only what the servicer requests, in the requested format. Keep a complete copy of every page, attachment and transmission confirmation.
- Respond quickly to follow-up requests. A missing page, outdated statement or unreadable upload can make the package incomplete.
- Confirm status. Ask whether the application is complete, what is missing, which options are being evaluated, when a decision is expected and how you will receive notices.
Ask how to make payments while the application is under review and where to send them. Do not assume that submitting an application suspends collection activity or foreclosure steps. If the servicer says payments are temporarily not required, request the instruction and the later repayment terms in writing.
Keep a chronological file containing the application, every attachment, portal confirmation, certified-mail receipt, letter and call note. A simple log should show the date, telephone number, representative, case number, promise made and your next deadline. This record helps resolve a claim that a document was never received.
Questions to ask while the servicer reviews your case
- Is my application complete as of a specific date?
- Which documents or signatures are still missing?
- Which loss-mitigation options are being considered?
- Will I be offered a trial payment plan? If so, what payment, dates and conditions apply?
- How and when will the decision be delivered?
- What should I do if my income, expenses or contact information changes?
- If the request is denied, will the notice state the specific reason and explain any review or appeal rights?
- Will interest, escrow advances, late fees or other charges continue while the review is pending?
- How will a successful option affect credit reporting, if the servicer can explain that under its policy?
Do not rely on a statement that someone is “working on it” without asking what stage the review has reached. If the representative cannot answer, ask for the appropriate loss-mitigation department or a supervisor and keep the escalation details.
How to evaluate a proposed modification
Do not accept a verbal promise as the final deal. Read the written agreement, trial-plan notice or decision letter before signing or making a payment under new terms.
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- What is the exact principal-and-interest payment?
- How will taxes, insurance, mortgage insurance and escrow affect the total monthly amount?
- When does the new payment begin?
- Is the change temporary during a trial or permanent after execution?
- Are the trial payments the same as the permanent payment?
Trace every dollar moved
- Are missed payments added to the principal balance?
- Is any amount deferred to a later maturity date or a sale, refinance or payoff?
- Must arrears be repaid separately under a repayment plan?
- Is principal actually reduced, or only postponed?
- Are fees or escrow advances included in the amount being modified?
Calculate the long-term obligation
Compare the proposed balance, interest rate, remaining term, maturity date and estimated total amount owed with your current loan. A smaller payment can result from a longer repayment period. Consider whether the payment remains affordable if income changes again.
Compare the new obligation with your realistic monthly budget, not just the payment shown in an advertisement or phone conversation. Include utilities, insurance, taxes, repairs, childcare, transportation and other debts. A plan that is technically affordable for one month but leaves no room for ordinary expenses may fail quickly.
Understand failure conditions
Read what happens if a trial payment is late, a document is not returned, or a future payment cannot be made. Ask whether the servicer will review another option and how quickly you must notify it of a problem. Confirm whether the agreement becomes permanent only after all trial payments clear and all signed documents are received.
Modification versus other loss-mitigation options
Ask the servicer to evaluate alternatives rather than assuming a modification is the only answer. Availability depends on the loan, investor or insurer requirements, hardship and delinquency status.
| Option | What changes | Key issue to clarify |
|---|---|---|
| Loan modification | Permanent or structured changes to terms such as rate, term or treatment of principal | New payment, revised balance, total cost and any trial conditions |
| Repayment plan | Missed amounts are added to regular payments over an agreed period | How much the temporary higher payment will be and when it ends |
| Forbearance | Payments are paused or reduced temporarily | How and when the reduced or missed amounts must be repaid; forbearance does not forgive them |
| Refinance | A new loan replaces the existing loan | Qualification, closing costs, rate, term and whether the new payment is sustainable |
| Short sale | The home is sold for less than the mortgage balance, subject to approval | Approval requirements and treatment of any remaining balance |
| Deed-in-lieu of foreclosure | Ownership is transferred to the mortgage holder to avoid a foreclosure sale | Eligibility, move-out terms and treatment of remaining debt |
Forbearance is specifically temporary. Before accepting it, ask for the repayment method and the date by which assistance must be requested. A pause that creates a large lump-sum obligation may not solve the underlying affordability problem. Ask whether the missed amount will be due in one payment, added to the end of the loan, placed in a separate claim or handled another way.
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These options are not interchangeable. A refinance is a new loan and may require credit, income and equity that you do not have. A short sale or deed-in-lieu affects ownership and moving arrangements. Ask about tax, deficiency-balance and credit consequences that apply to your facts, and seek professional advice when the written terms are unclear.
FHA borrowers: ask about the full home-retention menu
FHA-insured loans have program-specific home-retention paths that may include a repayment plan, forbearance, a standalone partial claim, a standalone loan modification, a combined modification and partial claim, and a payment supplement. Current eligibility information and, in some cases, a trial payment plan apply.
HUD’s current program information describes one permanent home-retention option within any 24-month period, subject to a listed disaster exception. That interval is a program rule, not a promise that an FHA borrower qualifies for a particular option. Ask the servicer which FHA pathway matches your delinquency, hardship and prior assistance.
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If the servicer denies the request
A denial notice must state the specific reason for denying a loan modification. If the decision relies on a net-present-value calculation, borrowers may have rights to information used in that calculation. Read the notice for the deadline to request further review and for instructions on obtaining the calculation or supporting data.
A specific reason is more useful than a generic statement such as “investor requirements.” Ask what fact or document caused the result and whether correcting an error or supplying updated information could support another review. Do not assume that a denial of a modification means every loss-mitigation option has been denied; ask what alternatives remain available.
When a limited appeal may apply
A described appeal right may apply when the servicer received a complete application at least 90 days before a scheduled foreclosure sale and denied a trial or permanent modification. In that circumstance, the appeal generally must be submitted within 14 days after the denial, and the servicer must provide a written response within 30 days. These rules do not create a general appeal for every loss-mitigation option or every case.
Because state foreclosure procedures and loan documents differ, obtain legal help promptly if a sale is scheduled, you have been served with court papers, or you cannot determine whether the appeal conditions are met. Continue following the servicer’s written instructions while seeking help. The 90-day, 14-day and 30-day figures are procedural deadlines, not extensions of every foreclosure deadline, so verify the dates in your notice.
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A HUD-approved housing counseling agency can help organize the application, review a budget and explain possible options at no cost. A counselor does not guarantee approval, but can help you communicate with the servicer and identify missing information.
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Be especially cautious of anyone who:
- Demands an upfront fee;
- Guarantees a modification or promises the home is safe from foreclosure;
- Asks you to sign over the title;
- Tells you to sign documents you do not understand;
- Redirects your mortgage payments away from the servicer; or
- Instructs you to stop paying without a written, verified plan from the servicer.
Federal consumer guidance says relief companies cannot collect fees until they have provided a written lender or servicer offer that you accept and a written description of the resulting mortgage changes. You can contact the servicer directly and use free HUD-approved counseling instead of paying a company for a guaranteed result.
A legitimate counselor will not ask you to transfer title or send mortgage payments to a personal account. Verify contact details independently, keep control of your original documents and never sign a blank form. If you already paid a company or followed instructions that seem deceptive, preserve contracts, receipts, emails and texts and seek legal or consumer-protection help.
A practical call-and-review checklist
- Locate the servicer’s current phone number on your statement or official website.
- Write a two-sentence explanation of the hardship, date and expected duration.
- List household income, expenses, assets and urgent foreclosure or legal deadlines.
- Ask for the loss-mitigation application and the complete-document checklist.
- Record the case number, representative, submission method and follow-up date.
- Submit legible documents promptly and keep proof of delivery.
- Confirm whether the application is complete and which options are under review.
- Ask what payments and collection activity continue during review.
- Read any trial or permanent offer before accepting it.
- Compare payment, balance, total cost, duration, conditions and consequences of a missed future payment.
- Request the specific denial reason and examine any available review or appeal deadline.
- Use free HUD-approved counseling and seek legal advice when foreclosure is imminent.
Frequently Asked Questions
What should I say when I call my mortgage servicer?
Explain the hardship briefly, say when it began and whether it is temporary or ongoing. Ask: “I am having trouble making my mortgage payment because of [hardship]. Please tell me what loss-mitigation options may be available, how I can apply for a loan modification, and what documents you need from me.” Request a case number and written instructions.
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The servicer may request income records, benefit statements, bank records, tax material, a hardship statement or proof such as a divorce decree or hospital bills. There is no universal checklist. Follow the specific request, use consistent figures and keep copies and delivery receipts.
Does a lower modified payment mean I will pay less overall?
Not necessarily. A longer term can increase interest, and missed payments may be added to principal or deferred until payoff. Compare the new balance, rate, maturity date and estimated total amount owed, not just the monthly payment.
Is forbearance the same as a modification?
No. Forbearance temporarily pauses or reduces payments; it does not forgive the amount. Ask exactly how the missed payments will be repaid and when. A modification changes loan terms and may be permanent or subject to a trial plan.
Can my servicer deny a modification?
Yes. Federal Regulation X does not require a servicer to provide any particular loss-mitigation option. A denial of a loan modification must state the specific reason. Ask whether other options remain available and whether the notice explains review or appeal rights.
Can I appeal a denied modification?
A limited appeal may apply when a complete application was received at least 90 days before a scheduled foreclosure sale and a trial or permanent modification was denied. The described deadlines are generally 14 days to submit the appeal and 30 days for a written response. Verify that the conditions fit your case.
Where can I get free mortgage help?
A HUD-approved housing counseling agency can help with budgeting, paperwork and communication with the servicer at no cost. The HOPE Hotline is 888-995-HOPE (4673). Be wary of upfront fees, guarantees, title-transfer requests and instructions to stop paying.
Should I stop making payments while my application is reviewed?
Do not assume an application pauses your obligations. Ask the servicer in writing how to make payments during review and what happens to collection or foreclosure activity. Follow verified written instructions and seek legal help promptly if a sale or court papers are involved.
The Bottom Line
Call your mortgage servicer promptly, describe the hardship accurately and request a complete loss-mitigation application. Submit documents quickly, confirm when the package is complete and compare every proposal by payment, balance, total cost, timing and failure conditions. A modification is only one possible option, approval is not guaranteed, and free HUD-approved counseling is available. If foreclosure is imminent or a denial notice is confusing, get qualified legal help immediately.
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