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If your mortgage servicer has mishandled payments, account information, escrow, fees, or another servicing issue, you can submit a complaint to the Consumer Financial Protection Bureau (CFPB). The Bureau sends the complaint to the company for review, or forwards it to another government agency when that agency is better positioned to help. The process is designed to put your issue in front of the company and obtain a response; it does not guarantee the remedy you request.
You can file through the CFPB’s online complaint portal or by calling (855) 411-CFPB (2372). A well-documented complaint identifies the servicer, lays out events in date order, gives exact amounts and dates, describes previous attempts to get help, and states a fair resolution.
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How do I complain about my mortgage servicer?
Start at the CFPB’s complaint process page. Select the mortgage category, identify the servicer, describe the problem, and explain what you want the company to do. You may also file by telephone at (855) 411-CFPB (2372).
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What mortgage-servicing problems can you describe?
Use the category and narrative to explain the actual servicing conduct, not just the conclusion that it was unfair. Examples include a payment credited late or to the wrong loan, a fee that does not match the account history, an escrow shortage or surplus that was not explained, an incorrect principal balance, missing payment history, an unexplained change after a servicing transfer, or a failure to answer a written request. If the issue affects credit reporting or a loss-mitigation application, describe those facts and dates as well.
A complaint is stronger when one central problem is easy to identify. Related events can be included, but do not bury the main error in a long collection of unrelated grievances. Say what you expected to happen, what the statement or account actually shows, and why the difference matters.
Prepare your account information
Have the servicer’s name and contact details, your mortgage account number, key dates, amounts, and copies of relevant communications ready. Useful records include monthly statements, payment confirmations, escrow analyses, letters, emails, and notes from telephone calls. If you spoke with a representative, record the date, department, representative’s name if known, case number, and the promise or explanation you received.
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Describe events chronologically. For example, state the payment date and amount, when the servicer credited it (if it did), what statement or notice followed, when you contacted the company, and what response you received. Distinguish what you know from what you believe is wrong. Quote a statement line or letter when the exact wording is important, and identify the page or transaction reference where possible.
State the resolution you are seeking
Ask for a specific, realistic outcome, such as correcting a payment application, removing a fee that was charged in error, providing an account history, correcting credit-reporting information, or explaining an escrow adjustment. If money is involved, state the amount and how you calculated it. If you want documents, name the particular statement, payment history, or correspondence you need.
The CFPB can facilitate a company response, but it does not promise that the servicer will provide your preferred result. A request such as “please investigate, correct the account, and explain the adjustment in writing” is more useful than a general demand that the company “fix everything.”
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How to file a CFPB complaint step by step
- Open the complaint channel. Use the CFPB’s online portal or call (855) 411-CFPB (2372). The CFPB’s 2025 Submit a complaint handout explains the submission process.
- Choose the mortgage product and problem. Select the category that most closely matches your issue, then name the mortgage servicer. If the problem involves several events, identify the central error and describe related events in the narrative.
- Write a fact-based account. Use dates, dollar amounts, payment or statement references, and the names or departments you contacted. Explain how the issue affected your account.
- Attach supporting records. The online form allows large attachments to be submitted securely. Upload statements, letters, payment records, and other documents that prove the timeline. Keep the originals and a copy of the final complaint. Arrange files with descriptive names, such as “March-2026-statement-page-2,” so the reviewer can follow the evidence.
- Request a defined resolution. Tell the company what correction, explanation, document, or other response would fairly address the problem.
- Review before submitting. CFPB materials say complaints generally should be complete at the first submission and that a consumer generally cannot submit a second complaint about the same problem. Check dates, amounts, account numbers, names, and attachments carefully. Remove unrelated personal information from documents when it is not needed to show the issue.
- Save confirmation details. The CFPB sends email updates, and you can check your complaint status through your account. Save the confirmation number, submission date, and a copy of the narrative and attachments.
Complaint information is published in the CFPB’s public Consumer Complaint Database without information that directly identifies you. Even so, avoid putting unnecessary Social Security numbers, full bank-account numbers, medical details, or another person’s private information in the narrative or attachments.
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The CFPB routes your complaint to the company for review. If another government agency is better able to assist, the CFPB says it will forward the complaint and notify you. Routing does not mean the Bureau has decided that the servicer violated a law or that another agency will grant a particular remedy.
The Bureau’s complaint-process guidance states: Companies generally respond in 15 days.
In some cases, the company can mark the response as in progress and provide a final response within 60 days. After the company responds, you have 60 days to review that response and provide feedback. These are CFPB complaint-process timeframes, not deadlines that decide whether a mortgage-servicing error occurred.
| Stage | What the CFPB says | What you should do |
|---|---|---|
| Company review | Companies generally respond in 15 days. | Watch for the response in your CFPB account or email and keep your documents available. |
| Response still in progress | In some cases, the company provides a final response within 60 days. | Use the extra time to gather any statement or correspondence needed to evaluate the answer. |
| Your feedback | You have 60 days after the response to review it and provide feedback. | Explain specifically what was or was not resolved; do not assume a response means the account was corrected. |
How to evaluate the servicer’s response
Compare each statement in the response with your records. Check whether the company addressed every transaction, gave the calculation behind a fee or escrow change, and supplied the documents you requested. A response can be timely yet incomplete. If a payment was supposedly corrected, verify the next account statement and the principal, interest, escrow, fees, and unapplied-funds entries.
Use the 60-day feedback window to identify the exact paragraph or issue that remains unresolved. Explain what the response says, what your records show, and the correction or document still needed. Upload a concise follow-up record if the portal permits it. Do not create a duplicate complaint merely because you disagree with the response; CFPB materials generally limit a consumer from submitting a second complaint about the same problem.
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A complaint can connect you with the servicer and produce a written explanation, but it is not a court judgment, a guaranteed correction, or a substitute for meeting a foreclosure or other legal deadline.
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CFPB complaint or formal notice to the servicer?
These are separate tools with different recipients, purposes, and clocks. A CFPB complaint asks the Bureau to route your concern to a company or another agency. A written notice of error or request for information goes directly to the servicer’s designated address and invokes mortgage-servicing procedures.
| Feature | CFPB complaint | Notice of error or information request |
|---|---|---|
| Recipient | CFPB, which routes it to the company or another agency | Your mortgage servicer at the special address designated for these notices |
| Purpose | Obtain a company response and bring the issue to the Bureau’s attention | Dispute a specific servicing error or request loan information through the formal servicing process |
| Channel | Online complaint portal or (855) 411-CFPB (2372) | Written notice using the address shown on your statement, coupon book, servicer website, or a servicer notice |
| General timing | Company response generally in 15 days; a final response may take 60 days when marked in progress; 60 days for your feedback | Generally five days to acknowledge and 30 days to answer, with weekends and legal public holidays excluded; some matters allow a 15-day extension after required notice |
| Best use | When you want the CFPB to route and track a complaint | When you need the servicer to investigate a defined error or provide specified information under servicing rules |
You can use both routes when appropriate. Filing a CFPB complaint does not replace a properly addressed notice of error or information request, and the notice’s deadlines are not the CFPB’s 15-day complaint clock. If you send both, describe in the CFPB narrative when the direct notice was sent and attach proof so the company can connect the matters.
How to send a mortgage notice of error or information request
The CFPB’s guidance on disputing an error or requesting information is available at How do I dispute an error or request information about my mortgage?. Writing is recommended when you want a timely written response.
- Find the correct address. Use the special address designated for error notices and information requests. It may be printed on your monthly statement or coupon book, listed on the servicer’s website, or included in a notice from the servicer. Do not send the notice to a general payment address unless that is also the designated address.
- Identify the loan. Include your name, home address, and mortgage account number.
- Describe one or more specific issues. Clearly state the alleged servicing error or the exact information you are requesting. Include dates, amounts, and supporting documents. Do not write the notice on a payment coupon. A separate letter makes the purpose and delivery easier to establish.
- Keep proof. Retain a copy of the signed notice, attachments, and evidence of delivery as practical documentation. These records help establish what you sent and when.
- Continue scheduled payments. CFPB guidance says borrowers should continue making scheduled mortgage payments while waiting for the servicer’s response.
The servicer generally must acknowledge receipt within five days, excluding weekends and legal public holidays, and generally must answer within 30 days, also excluding those days. Certain requests or alleged errors can receive an additional 15 days when the servicer gives the required notice. The CFPB’s mortgage-servicing overview describes some issue-resolution deadlines as 30 business days, with a possible 15-day extension for some requests or errors; apply the rule that fits the particular notice rather than combining these deadlines with the CFPB complaint timeline.
What can I do if my mortgage servicer has not responded?
For a notice of error or information request, the CFPB identifies two warning signs: the servicer has not acknowledged the notice after more than five days, excluding weekends and legal public holidays, or there has been no further communication more than 30 days after acknowledgment. In that situation, submit a complaint through the CFPB’s mortgage-servicer response guidance or call the CFPB.
Include the date and address used for your notice, delivery evidence, a copy of the notice, the servicer’s acknowledgment (if any), and a concise description of what remains unanswered. Explain whether the missing response concerns an error, requested account information, or both. Keep making scheduled payments unless another arrangement has been formally agreed.
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What if the complaint is filed for someone else?
If you submit a complaint on another consumer’s behalf, identify yourself and explain your relationship to that person. The CFPB explains the representative process at Submitting a complaint on behalf of a consumer.
The company may require signed written proof that you are authorized to act and may refuse to respond without it. Do not file for another borrower without that borrower’s knowledge and authorization. For privacy, the consumer generally accesses the company’s response through the consumer’s own account. A spouse, family member, housing counselor, or attorney should be prepared to provide authorization if the servicer requests it.
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Mortgage trouble or loss mitigation
If the underlying problem is an inability to make payments, ask for help understanding repayment, modification, or other loss-mitigation options. The CFPB’s Help for Homeowners guidance points to HUD-approved housing counseling agencies. Their assistance can be provided at no cost. A counselor can help you organize income and expense information, understand available options, and communicate with the servicer; counseling does not replace a CFPB complaint when you also need a documented company response.
Foreclosure notices or court papers
If you have been served legal papers, received a foreclosure notice, or face an imminent deadline, consider consulting an attorney. A CFPB complaint does not pause a court deadline and is not a substitute for answering a lawsuit or complying with a legal order. Bring the complaint confirmation, notices, payment history, and any loss-mitigation correspondence to the lawyer or counselor so they can see the timeline.
Common mistakes that weaken a mortgage-servicer complaint
- Sending a vague narrative: replace “the servicer stole my payment” with the payment date, amount, expected application, statement entry, and correction requested.
- Omitting prior contacts: list dates, channels, case numbers, and the result of each attempt to resolve the issue.
- Using the wrong address for a formal notice: verify the designated error-notice or information-request address before mailing.
- Confusing the two clocks: the CFPB complaint process and a formal servicing notice have different recipients and deadlines.
- Assuming submission stops collection or foreclosure: continue scheduled payments and obtain legal advice about any court or foreclosure deadline.
- Filing a duplicate instead of completing the first complaint: CFPB materials say a second complaint about the same problem generally cannot be submitted, so provide the relevant facts and attachments at the outset.
- Sharing another person’s information without authority: obtain authorization before filing as a representative.
- Sending every document you own: choose records that prove the timeline and calculation. A short index identifying each attachment is easier for a reviewer to use than an unorganized archive.
- Ignoring ongoing account activity: continue checking statements after filing. A later payment, fee, escrow change, or servicing transfer may require a new factual update to your existing feedback or professional advice.
- Expecting the CFPB to decide damages: the complaint process seeks a company response. A court, regulator, or attorney may be needed for a legal claim, disputed foreclosure, or other remedy outside that process.
Official CFPB resources
- Learn how the complaint process works
- Submit a complaint (2025 handout)
- Dispute an error or request mortgage information
- When a servicer has not responded
- Federal rules for mortgage servicers
- Submitting for another consumer
- Help for Homeowners
Frequently Asked Questions
Does filing a CFPB complaint guarantee that my mortgage account will be corrected?
No. The CFPB routes the issue to the servicer or another agency and seeks a response. Review the company’s explanation and use the 60-day feedback period to identify anything that remains unresolved.
How long does a mortgage servicer have to answer a CFPB complaint?
The CFPB says, “Companies generally respond in 15 days.” In some cases the company marks the response in progress and provides a final response within 60 days. Those are complaint-process timeframes, separate from deadlines for a formal notice sent directly to the servicer.
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Should I file a CFPB complaint or send a notice of error?
They serve different purposes. Use a CFPB complaint to route and track a problem and obtain a company response. Send a written notice of error or information request to the servicer’s designated address when you want the formal mortgage-servicing procedure for a specific error or information request. You may use both.
What if my servicer never acknowledged my written notice?
If more than five days have passed, excluding weekends and legal public holidays, without acknowledgment, or if there has been no further communication more than 30 days after acknowledgment, gather your notice and delivery records and submit a CFPB complaint or call (855) 411-CFPB (2372).
Do I keep making mortgage payments while the CFPB reviews my complaint?
Yes. CFPB guidance says borrowers should continue scheduled payments while waiting for a response to a notice of error or information request. A complaint itself does not pause payment obligations or foreclosure deadlines.
Can I complain for a spouse, parent, or client?
Identify yourself and your relationship, and obtain the borrower’s knowledge and authorization. The servicer may require signed written proof before responding, and the consumer generally accesses the response through the consumer’s own account.
What documents should I attach?
Attach records that prove the timeline and amount at issue, such as statements, payment confirmations, escrow analyses, letters, emails, and relevant call notes. Keep originals, submit a clear copy, and remove unnecessary sensitive information.
Is a CFPB complaint the right response to foreclosure court papers?
No. A complaint does not pause a lawsuit or other legal deadline. If you received legal papers or face imminent foreclosure, consider an attorney while separately using the CFPB process for a servicing response.
The Bottom Line
File a specific, documented complaint through the CFPB portal or at (855) 411-CFPB (2372), then track the response and use the 60-day feedback window. For a defined servicing error or information request, send a separate written notice to the servicer’s designated address, keep paying as scheduled, and seek HUD-approved counseling or legal help when the problem involves hardship, foreclosure, or court deadlines.
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