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For a routine mortgage question, call the servicer using the number on your latest statement. If you need a formal answer or believe your account has an error, send a specific written request or notice of error to the servicer’s designated correspondence address—not the payment address. Keep copies and delivery records, and continue making payments as scheduled while you wait.
Find the company that services your loan
Your mortgage servicer is the company that handles your account and collects your monthly payments. It may not be the lender that originally gave you the loan. Start with your latest mortgage statement or coupon book; these usually identify the servicer and provide a phone number and mailing information. You can also check the servicer’s website. The CFPB’s guidance on finding who owns a mortgage covers lookup resources for borrowers who are unsure where to start, while a housing counselor may help if the issue is difficulty paying.
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Before calling or writing, have your latest statement available. It can help you confirm the account details and locate both the payment address and any separate address for formal correspondence. Do not assume those addresses are interchangeable.
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One free scan finds every outdated or missing driver and matches the right update for your exact hardware.Free scan · exact hardware matchIt can also help to distinguish the servicer from the owner of the loan. The servicer is the company to contact about your monthly account, payment posting, statements, and servicing questions. A request to identify the owner or assignee is a particular kind of information request, and it may have a different response period from other requests. If that is what you need, state it explicitly rather than asking a broad question such as “Who handles my loan?”
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Choose the contact method that fits the question
| Contact method | Best for | What to keep in mind |
|---|---|---|
| Phone call | Routine clarification, such as asking why the amount due changed or where to find account information. | Ask the question directly and record the date, representative’s name, and reference number, if provided. A call may not give you the formal written record or protections associated with a qualifying written request. |
| Written request or notice | A formal information request or an error that remains unresolved after a call. | Use the servicer’s designated address for information requests or notices of error. State the issue or information sought precisely, identify the account, and retain a copy and delivery records. |
For a simple issue, a call is often the quickest first step. If the answer is unclear, the issue remains unresolved, or you need the servicer to investigate or provide information formally, use the written process described by the CFPB’s mortgage error and information-request guidance.
The main difference is not simply speed. A phone conversation gives you a chance to explain the question and ask follow-ups right away, but the record of what was said is usually your own notes. A qualifying written request gives the servicer a clear account of what you are asking it to review and may trigger response requirements. Written correspondence only helps if it is routed correctly and specific enough for the servicer to investigate. For many borrowers, the practical sequence is to call first for a routine explanation, then write if the answer does not settle the matter or the issue needs a formal response.
How to call and get a useful answer
- Call the number on your latest statement. Use the servicer’s account-service number rather than a number found in an unrelated message or document.
- State one issue plainly. For example, say that the amount due changed and ask the representative to explain the change, or describe the transaction you believe is incorrect.
- Ask what would resolve the question. Depending on the issue, request clarification, an explanation of the account entry, or a corrected statement.
- Take contemporaneous notes. Record the date and time, the representative’s name or identifier, what you asked, the explanation given, and any reference number or promised next step.
- Decide whether the answer is complete. If the explanation does not address the issue or an error appears to remain, send a written request or notice to the designated address.
A clear phone conversation is useful, but notes are your own record; they do not replace a written notice when you need the servicer to handle the matter through the formal process.
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Keep the call focused on the account question you want answered. If the representative gives you a next step—such as reviewing a statement entry or sending a corrected statement—write down what was promised and when you should expect an update. If you still cannot tell what caused the problem after the conversation, do not assume that a reference number alone means the issue is resolved. Use the written process when you need the servicer to investigate a suspected error or respond to a precise information request.
How to send a written request or notice of error
1. Find the correct correspondence address
Check your statement or the servicer’s website for the address specifically designated for information requests or notices of error. It may be different from the address for sending payments. The CFPB’s Regulation X page on error resolution and its consumer guidance explain the written-request process. If you are not sure which address applies, confirm it with the servicer before sending the letter.
Take care to send the letter to the address designated for formal requests, not simply to the place where you send your monthly payment. A payment coupon is not a substitute for a letter, and the payment address may not be the right routing point for a notice. If you cannot locate the special address on the statement, check the servicer’s website or call and ask where notices of error and information requests should be sent.
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2. Make the letter specific
Include the borrower’s name and enough account-identifying information to let the servicer locate the mortgage. Then either describe the suspected error and explain what you believe is wrong, or state exactly what information you are requesting. A vague statement such as “my account is wrong” is harder to investigate than identifying the disputed charge, payment, date, or statement entry.
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- For an error notice, describe the suspected error clearly and include relevant dates or account entries.
- For an information request, name the specific information you want.
- Include a way for the servicer to contact you if it needs clarification.
- Keep the letter focused on the issue being raised.
Think of the letter as a concise explanation of what the servicer should look at. For example, point to the statement month, payment, charge, or calculation that concerns you and explain what seems incorrect. If you are asking for information rather than disputing an error, identify the information instead of relying on a general request for help. Specifics make it easier to distinguish the issue you are raising from other activity on the account.
3. Send and preserve a record
Do not write the request on a payment coupon or include it as a note with a payment. Send it to the designated correspondence address, keep a complete copy, and retain evidence of delivery. If you send related supporting records, keep copies of those too. A traceable mailing method can help you establish when the servicer received the correspondence.
Keep the records together: a copy of the request, any documents you sent with it, delivery information, the related mortgage statement, and notes from earlier calls. That makes it easier to check whether the response addresses the same question and whether the expected communication arrived. This is particularly useful if you later need to explain the history of the issue to the servicer or submit a complaint.
4. Continue payments while you wait
The CFPB advises borrowers to continue making mortgage payments as scheduled while waiting for a response. Sending a notice does not, by itself, mean you can stop paying or change the payment due. If your circumstances call for individualized legal or financial advice, seek qualified help rather than assuming the dispute changes your obligations.
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How long a written response may take
For covered written notices of error and requests for information, the CFPB describes general timeframes: a servicer generally acknowledges receipt within five days and generally responds within 30 days, excluding weekends and legal public holidays. In some cases, the servicer may send written notice that it needs an additional 15 days. These are qualified general rules, not a guarantee that every mortgage-related question will follow the same schedule. See the CFPB’s consumer explanation and Regulation X for details.
These periods are measured under the rules described by the CFPB, not as a promise that every question asked by phone or every mortgage product follows the same clock. The general written-request rules discussed here apply to closed-end mortgages, not home equity lines of credit (HELOCs). In addition, some requests have distinct treatment. A request for the identity of the loan’s owner or assignee has a shorter response period under the federal rules. Payoff-balance requests and foreclosure-related error notices can also be subject to different provisions. If your request falls into one of these categories, do not rely on the general five- and 30-day periods without checking current guidance for the specific issue.
The CFPB consumer page describing the general deadlines was last reviewed September 9, 2020. For a time-sensitive matter, check the current CFPB guidance and applicable rules rather than treating the general consumer summary as a universal deadline. The response period alone is not a reason to delay getting help when you face a foreclosure deadline or have been served legal papers.
What to do if your monthly payment changed
- Compare the new statement with the prior one. Look for a stated reason, such as an escrow adjustment, fee, interest-rate change, or other account change.
- Call the servicer and ask for an explanation. Ask which account component changed and how the new amount was calculated. If the statement appears wrong, request a corrected statement.
- Write down the conversation. Record the representative’s name, date, explanation, and any reference number.
- Send a notice of error if the suspected calculation problem is not fixed. Use the designated address, describe the specific amount or entry in question, and keep a copy and delivery record.
A payment change is not automatically an error. The statement and notices may identify a legitimate reason; the servicer’s explanation can help you determine whether you need to request further information or dispute a specific calculation.
When you compare statements, focus first on what changed and when. The statement or a recent notice may name the reason, such as escrow, a fee, or a rate change. Ask the servicer to explain the relevant component and how it affects the amount due, rather than asking only why the entire payment is different. If the explanation does not match the statement or leaves a specific calculation concern unresolved, describe that amount or entry in a written notice of error. Keep paying as scheduled while you wait for the response.
If you cannot afford the payment
Contact your servicer as soon as you know you may not be able to make a monthly payment. Ask for a specialist who handles mortgage assistance. Be ready to explain why you are having difficulty, whether you expect the hardship to be temporary or permanent, and relevant information about income, expenses, and assets. The servicer can explain what assistance options may be available for your loan and circumstances; no particular option or eligibility is guaranteed.
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Those details help the servicer understand the situation and discuss possible next steps. Be straightforward about whether you expect the difficulty to be temporary or ongoing. Available assistance depends on the loan and your circumstances, so avoid assuming that a particular option is available before the servicer reviews your situation.
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The CFPB recommends seeking free help from a HUD-approved housing counseling agency. A counselor can help you understand options and work through the process, including when you are trying to avoid foreclosure. Contacting the servicer and a counselor promptly is especially important if you have received foreclosure notices or legal papers.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If the servicer does not respond or resolve the issue
Compare the servicer’s communications with the applicable timeframe and keep your letter, delivery record, statements, and call notes together. Because deadlines and exceptions vary by request type and loan, first confirm that the request was covered by the written-request rules and sent to the correct address. If the servicer misses a required communication or does not resolve the issue, you can submit a complaint to the Consumer Financial Protection Bureau. Include a concise account of what happened and copies of relevant records.
Before escalating, review your own timeline: when you sent the request, where it was sent, what information you asked for, and what the servicer has sent back. A complaint is more useful when it explains the issue clearly and includes the records that show your attempts to resolve it. If the applicable deadline or process is uncertain, check the current CFPB guidance for your request type rather than assuming the general response schedule applies.
If foreclosure is imminent or you have been served legal papers, a complaint may not address urgent legal deadlines. The CFPB says you may also need an attorney. Seek legal help promptly and do not wait for a routine servicing response if a court or foreclosure deadline is approaching.
Frequently Asked Questions
Should I call or write to my mortgage servicer?
Call for routine clarification. Send a written request or notice to the designated correspondence address when you need a formal information response or an unresolved suspected error investigated.
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How do I dispute an error or request information about my mortgage?
Find the servicer’s designated correspondence address on your statement or its website. Identify the borrower and account, describe the suspected error or state the specific information you want, keep a copy and delivery record, and do not put the request on a payment coupon.
Can I send a notice of error to the payment address?
Do not assume the payment address is also the right address for a notice of error or information request. Use the address designated for that correspondence, which may be different.
Can I stop making payments while the servicer investigates?
No. The CFPB advises continuing payments as scheduled while you wait for a response; a written request does not by itself change the payment obligation.
Does the five-day acknowledgment and 30-day response timeframe apply to every mortgage?
No. The general periods concern covered written requests for closed-end mortgages, with exceptions and distinct treatment for some request types; they do not apply to HELOCs.
What should I do if my monthly mortgage payment changed?
Compare the new statement with the prior one and review notices for a stated reason, such as an escrow adjustment, fee, or rate change. Ask the servicer to explain the calculation; if you still suspect an error, send a specific notice of error to the designated address.
What if my mortgage servicer has not responded to my written request?
Keep your request, delivery record, statements, and call notes. Confirm that the request was covered by the applicable rules and sent to the correct address. If a required communication is missed, you can file a complaint with the CFPB. If foreclosure is imminent or you have legal papers, seek legal help promptly.
What if I cannot afford my mortgage payment?
Contact the servicer as soon as you know you may not be able to pay and ask for a mortgage-assistance specialist. Be prepared to discuss the hardship and relevant income, expenses, and assets. A HUD-approved housing counseling agency can provide free help.
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For routine questions, start with the phone number on your statement and keep notes. For an unresolved error or a formal information request, use the servicer’s designated correspondence address, be specific, and retain proof of what you sent. Keep making payments as scheduled while you wait, and check current rules or seek help if the request is time-sensitive or foreclosure is a concern.
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