If you’re told to send your mortgage payment to a new company, don’t change the payment details based only on an unexpected email, text, call, or letter. First contact your current servicer using a number or account portal you already trust, confirm whether servicing transferred and when, then compare the transfer notice and payment dates before redirecting your next payment. This guide covers U.S. federal rules and practical steps for checking a claimed change.
First, confirm what changed
Your mortgage servicer is the company that collects your monthly payment and handles account servicing. The loan owner is the person or institution that owns the debt. They can be different companies, and a loan sale does not by itself mean your servicer changed. The CFPB explains the distinction in its guidance on what happens when a mortgage is sold and what happens when the company collecting payments changes.
A claimed change to the payment recipient is a servicing question: has the company collecting payments changed, and on what effective date? Don’t redirect a payment just because a message says the loan was sold.
Verify the change before changing payment details
- Pause and preserve the message. Keep the email, text, letter, envelope, or call details. Don’t assume a link, phone number, payment address, or urgent demand in an unexpected message is genuine. Federal notice rules specify information a transfer notice should contain; they do not make every unsolicited communication authentic.
- Contact your current servicer through a channel you already trust. Use the phone number on a prior mortgage statement, existing account materials, or a portal you have used before—not contact details supplied only in the unexpected message. Ask whether servicing transferred, the new servicer’s name, and the effective date. This is a practical safeguard, not a special authentication procedure prescribed by the CFPB.
- Compare the notice with the required transfer details. Check the effective date, the identities and contact information for both servicers, when the old company stops accepting payments, and when the new one starts. Also check whether optional insurance is affected and whether the notice says other loan terms remain unchanged.
- Confirm conflicting payment instructions independently. If the notice disagrees with what you were told, call the old servicer at the number on a prior statement and ask it to confirm the new servicer and payment instructions. Reach the new servicer using information confirmed by the old servicer or reliable records you already have.
- Keep records. Save both notices, statements, payment confirmations, and notes or copies of written inquiries. Records can help if a payment is misapplied or the servicers disagree about what happened.
Check the notice and transfer dates
Under the general federal timing rules, the old servicer gives notice at least 15 days before the transfer, and the new servicer gives notice no more than 15 days after it. A combined notice is generally sent at least 15 days before the transfer. These are general rules, not absolute deadlines: Regulation X includes exceptions, including certain transfers after termination for cause or insolvency-related proceedings, when notice may be provided within 30 days after the effective date. See the CFPB’s Regulation X servicing-transfer rule.
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The CFPB’s official model notice identifies the information borrowers should be able to check:
- The effective date of the transfer.
- The new servicer’s name, address, and telephone number.
- The old servicer’s name, address, and telephone number.
- The date the old servicer stops accepting payments and the date the new servicer starts; those dates should be the same or consecutive days.
- Whether optional insurance is affected and what action, if any, is needed to maintain it.
- A statement that terms other than servicing-related terms do not change. The CFPB model notice says, “Nothing else about your mortgage loan will change.”
Use the effective date and payment-acceptance dates—not the date you happened to read the notice—to plan where the next payment goes. If a detail is missing or unclear, ask the servicer you reached through trusted contact information to explain it.
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Protect the next payment
Once the change is confirmed, use the new servicer’s payment instructions starting on the stated date. Allow time for a mailed check or bank bill payment to arrive and be processed. If you use automatic bill pay through your bank or credit union, update the payee and payment details rather than assuming the old instruction will follow the loan.
After the payment is due, review the next mortgage statement or account record to confirm the payment was credited to the right account. Keep the confirmation. The CFPB advises borrowers to plan around the transfer date and check that the payment posted correctly.
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Know the 60-day protection for a payment sent to the old servicer
For the 60 days beginning on the effective transfer date, a payment the old servicer receives by its due date—including any grace period—may not be treated as late for any purpose. If the old servicer receives a misdirected payment during that transition, it must promptly forward the payment to the new servicer for credit or return it to you and tell you the proper recipient.
This protection is a transition safeguard, not a reason to keep paying the old servicer after the transfer. Once you have confirmed the new payment route, use it and check that the payment is credited.
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If no notice arrives or a payment is not credited
If you received no transfer notice, a payment appears missing, or the new servicer is not handling an existing loss-mitigation application, the CFPB says you may send both the old and new servicers an information request or a notice of error. Send it to the servicer’s designated address for written requests, not merely to a general payment address, and keep a copy. The CFPB describes these options in its guidance on problems with a mortgage servicer.
If the issue remains unresolved, you can contact the CFPB or seek qualified housing or legal assistance. For a written error notice or information request, consult the CFPB’s current instructions and the servicer’s designated address.
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Quick comparison when two notices or instructions differ
| What to compare | What to verify |
|---|---|
| Type of change | Is the notice about the company collecting payments, the loan owner, or both? A loan sale alone does not redirect payments. |
| Company identities | Do the old and new servicer names match what your current servicer confirms? |
| Dates | What is the effective transfer date, the old servicer’s last payment-acceptance date, and the new servicer’s first? |
| Contact and payment details | Have you confirmed the contact channel and payment instructions independently through trusted records or the old servicer? |
| Payment posting | Does the next statement or account record show the payment credited accurately? |
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