If your lender or loan servicer has a new name, first confirm whether the company only changed its brand, your loan was sold, or servicing—the handling of billing and payments—moved to a different company. Use a dated notice or official account dashboard to identify who currently services your loan and when payment instructions change. Then reach that company’s portal through an independently verified official website, not an unsolicited link.
First, identify what changed
A new name does not by itself tell you where to pay. A company may rebrand without changing who collects payments; a loan may be sold while the same servicer continues handling it; or the servicing rights may transfer to a new company. As the Consumer Financial Protection Bureau (CFPB) explains, “Just because your loan is sold does not mean that your servicer will change.” CFPB guidance on loan sales and servicers (last reviewed January 14, 2025).
Find the dated transfer notice or account message and check the effective date, the company named as the new servicer, and the payment directions. Do not change payment instructions just because a logo, company name, or website looks different.
Verify who currently services your loan
If you have a mortgage
Start with the servicing-transfer notice and your latest mortgage statement. The CFPB says transfer notices generally provide the new servicer’s name and contact information, along with the dates when the old servicer stops and the new one starts accepting payments. Its guidance describes notices generally arriving 15 days before the transfer from the old servicer and 15 days after it from the new servicer, subject to exceptions. Check your own notices for the dates and instructions that apply to your loan. CFPB mortgage servicing-transfer guidance (last reviewed April 3, 2024).
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If you have a federal student loan
Navigate to StudentAid.gov yourself, sign in, and check the Dashboard for the servicer associated with each loan. The new servicer appears after the transferred loans have been fully loaded. Federal Student Aid says borrowers can view the federal loan servicer code and name for each loan on the Dashboard. Federal Student Aid: loan servicers and Federal Student Aid: what to do when your servicer changes.
If you have another private loan
Use a recent statement, a mailed transfer notice, or a contact channel you already know is official. If the information conflicts, contact the lender or servicer using details from a prior statement or its independently verified official website. Do not provide account credentials in response to an unexpected text, email, or call. Federal Student Aid also warns borrowers to watch for scams during servicer changes; use official federal channels to verify student-loan information.
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Find the portal without following a suspicious link
- Confirm the company name. Match it to the new servicer named in your dated notice or shown in your official account dashboard.
- Navigate to the company’s official website independently. Type a known address or search for the company and verify that the result is its official site. Do not assume an unsolicited message or an old bookmark leads to the right portal.
- Choose sign-in or registration. Follow the site’s account setup process. Have your loan or account information available, but enter it only on the verified site.
- If the portal is unavailable, check the transfer timing. The notice may specify when online access begins. A portal may not be ready on the effective date: Chase says that, in its own mortgage transfers to Chase, online access may take about 8–10 days to become available. That is a Chase-specific example, not a general timetable. Chase mortgage transfer information.
Route payments using the notice’s dates
Follow the effective date and payment directions in the transfer notice. If you pay through your bank’s bill-pay service or automatic debit, verify whether the old instruction will continue or whether you need to cancel it and set up a new one with the servicer. For mortgage servicing transfers, the CFPB advises borrowers to update bank bill pay after a change. Do not assume an existing payment instruction automatically follows the loan.
There is a specific federal safeguard for mortgage servicing transfers: for 60 days after the transfer, if you send a mortgage payment to the former servicer on time or within the applicable grace period, the new servicer cannot treat that payment as late or charge a late fee because it went to the former servicer. This rule is specific to qualifying mortgage payments; it should not be assumed to cover other loan types or jurisdictions. CFPB mortgage servicing-transfer guidance.
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Save records and verify the new account
Before access to the old portal ends, save recent statements, payment history, your current balance, and relevant correspondence. Once you can sign in to the new account, compare its balance and payment details with your saved records, and confirm that recent payments are reflected.
For transferred federal student loans, Federal Student Aid says complete payment history may take up to 30 business days (six weeks) to appear with the new servicer. Keep proof of payments while records update. If important details remain missing or inconsistent after that period, contact the servicer through its verified channel and retain the correspondence. Federal Student Aid: what to do when your servicer changes.
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