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Random freezes, missing sound and display glitches usually trace back to one bad driver. Find and replace yours safely.Free scan · under a minuteCheck your latest mortgage statement or payment coupon book for the company currently handling your loan. If you cannot find those records, use the CFPB-recommended MERS Servicer Identification System to identify the servicer, then confirm payment instructions and dates through official account-specific records. The company that originated your mortgage, the loan’s owner, and the company that services it may be different.
What a mortgage servicer does
Your servicer handles routine account management, including sending statements and processing payments. It may not be the lender that originally gave you the loan. The Consumer Financial Protection Bureau (CFPB) explains the distinction in its guide to mortgage lenders and servicers.
Where to find your current servicer
- Check your most recent statement or coupon book. Note the servicer’s name, account number, due date, payment instructions, and contact information. These are the first places the CFPB recommends checking.
- If you do not have those records, look up the servicer through MERS. The CFPB points borrowers to the MERS Servicer Identification System; its toll-free lookup number is 888-679-6377. Treat the listing as a way to identify the servicer, not as a substitute for confirming your account-specific payment instructions.
- Verify the payment destination. Use the servicer’s official website or account records, and check for a servicing-transfer notice. Confirm that the contact details and payment instructions match your loan before sending money or changing an automatic payment.
For more help locating or working with the company that manages your loan, see the CFPB’s guide to working with a mortgage servicer.
What to do when your servicing changes
A transfer changes who handles payments, so use the dates in the notice rather than assuming the old payment destination remains valid. Compare the notice with your latest statement: they may reflect different points in time.
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- Find the transfer’s effective date, the new servicer’s contact details, and the dates when the old servicer stops accepting payments and the new one starts.
- From the effective date, follow the new servicer’s official payment instructions. If you mail a check, allow enough time for delivery and processing.
- If your bank or credit union sends mortgage payments through bill pay, update the payee and payment details before the next scheduled payment.
Under Regulation X, the former servicer generally must send a transfer notice at least 15 days before the effective date, and the new servicer generally must send one no more than 15 days after it. The servicers may combine the notices and send one at least 15 days before the transfer. Exceptions apply, including circumstances that permit later notice and certain transfers where specified payment details do not change. See Regulation X § 1024.33 and the CFPB’s explanation of what happens when your payment company changes.
How the 60-day transfer protection works
For 60 days after the transfer date, the new servicer generally may not charge a late fee or treat a payment as late if you sent it to the former servicer on time or within the applicable grace period. This is a limited transition protection, not permission to keep paying the old servicer after the change. Follow the transfer notice and switch to the new servicer’s instructions for payments due after the effective date.
How to confirm your payment was credited
- Review the next statement. Compare the payment history and amount due with the payment you made.
- Contact the servicer if something looks wrong. Use the contact information you verified through official account records. Explain the payment date and amount, and ask how it was applied.
- Send a formal notice if needed. For an error dispute or information request, use the servicer’s designated address and follow the CFPB’s instructions for disputing an error or requesting mortgage information. Keep making scheduled payments while you wait for a response.
The CFPB also offers a mortgage-servicing rules guide and a monthly mortgage payment checklist.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If you still cannot identify the servicer or afford the payment
If the lookup and your account records do not resolve the question, or you are struggling to pay, contact a HUD-approved housing counseling agency for free assistance. The CFPB explains how to find help in its guide to mortgage payment options.
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