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Outbyte Driver Updater FREEScan for outdated or missing drivers - takes under a minuteDriver Scan →Outbyte PC Repair FREERepair Windows errors before they cause bigger problemsFix Now →Your mortgage servicer handles your payments, escrow account and many questions that arise after closing. If your payment changed, a tax or insurance bill appears unpaid, or a request has gone unanswered, the right next step depends on the problem: check the account records, contact the servicer, and use a written notice when you need to dispute an error or request information.
What does a mortgage servicer do?
A mortgage servicer administers your loan after closing. Among other tasks, it collects scheduled payments, maintains an escrow account when the loan has one, and disburses escrow funds for covered property costs. The company that services your mortgage may not be the company that originally made the loan, and servicing can change. Your mortgage statement or transfer notices identify where to send payments and how to contact the current servicer.
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For a routine question, a phone call may be the quickest way to get an explanation. If you need to dispute a servicing error or request specific account information, a properly addressed written notice can give you a clearer record and may invoke response procedures under federal servicing rules. The protections and timelines described here do not apply identically to every loan or every type of communication.
Why did my mortgage payment go up?
When a mortgage payment includes escrow, the servicer collects part of the expected property-tax and homeowners-insurance costs each month, then pays those bills from the account when due. Tax assessments and insurance premiums can change from year to year. If the expected annual costs rise, the monthly escrow deposit may rise too, changing the total payment even if the principal-and-interest portion has not changed.
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Check the statement and escrow analysis
- Compare the latest mortgage statement with the previous one. Look for changes to the escrow amount and check whether principal and interest changed as well.
- Read the latest escrow analysis, if you received one. It should show how the servicer calculated expected disbursements and whether the account has a shortage, surplus or deficiency.
- Compare the analysis with current property-tax and insurance bills. Check the amounts and billing periods, and confirm that the records concern the correct property.
- Ask the servicer to explain any amount you cannot reconcile. Give the servicer the relevant bill details and ask which figures it used in the escrow calculation.
Escrow rules allow a servicer to maintain a cushion to help cover account fluctuations. CFPB compliance guidance describes a general maximum cushion of one-sixth of estimated annual escrow disbursements. That is a limit described in the guidance, not a promise that every account will have a cushion of that size. The account analysis, your loan terms and applicable rules determine what applies to your situation.
If you think the calculation is wrong, describe the specific amount or bill at issue. If the servicer appears to have missed a payment to the tax authority or insurer, contact the servicer promptly and contact the relevant authority or insurer as well. The CFPB advises borrowers with escrow-account problems to contact the servicer right away.
What should I do if my servicer did not pay my property taxes or insurance?
First, verify the apparent missed payment directly with the tax authority or insurer. Ask whether the bill is unpaid, what amount is due and whether a deadline or other consequence is approaching. Then contact your servicer, explain what you learned and ask it to trace the escrow disbursement and tell you how it will address the bill. Do not assume that contacting only one party will protect you from all consequences of an overdue bill.
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If taxes were not paid, the CFPB says a borrower may send the servicer a notice of error with a copy of the tax bill. A written notice can state which disbursement is missing, when the bill was due and what you have learned from the tax authority. Keep a copy of the notice and supporting bill for your records.
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If the issue is urgent—for example, unpaid property taxes, an imminent foreclosure or legal papers you have received—the CFPB suggests contacting a housing counselor. It also says a borrower facing imminent foreclosure or served with legal papers may need an attorney. A counselor can help you understand available options, but legal advice should come from an attorney.
How do I dispute a mortgage servicing error?
For a payment applied incorrectly, an improper fee or an apparent missed escrow disbursement, you can call for a quick explanation. If the issue needs a formal record or the phone conversation does not resolve it, consider sending a written notice of error. A written notice is most useful when it explains the problem precisely and goes to the address designated for error notices.
What to include in a notice of error
- Your name and the property address.
- Your mortgage account number.
- A specific description of the error, including relevant dates, amounts or bills.
- Copies of documents that help identify the issue, such as a tax bill, if relevant.
- A clear explanation of what you want the servicer to investigate or correct.
Check a recent statement, payment coupon, coupon book, servicer website or notice for a special address for written notices of error or information requests. Use that address if one is designated; sending a letter to a general payment address may not trigger the same process. Do not put the notice on a payment coupon. Keep a copy of what you send and a record of when and how you sent it.
Continue making scheduled mortgage payments while the servicer reviews the issue, as CFPB consumer guidance advises. A dispute about an account entry does not, by itself, mean you should stop paying the amount due.
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How do I request information about my mortgage account?
You can call the servicer with a question, but a written request can make it easier to document exactly what information you sought. Identify yourself and your account, describe the information you need, and send the request to the servicer’s designated address for information requests if it has one. Be specific: for example, identify the payment, date or escrow disbursement you are asking about rather than requesting a general review of the account.
Loan type matters. CFPB guidance distinguishes closed-end mortgages from home equity lines of credit (HELOCs) for the written-request protections described in its consumer materials. Do not assume that a procedure or deadline applying to a closed-end mortgage applies in the same way to a HELOC.
How long should a servicer take to respond?
CFPB consumer guidance published in 2020 describes a general acknowledgment period of five days, excluding weekends and legal public holidays, and a general response period of 30 days on the same basis for covered written notices. It also describes certain cases in which the servicer may seek an additional 15 days and other issue-specific treatment. These are not guaranteed deadlines for every call, letter or loan. Whether the written-request process applies depends on the request, how it was sent and the loan involved.
The CFPB identifies more than five days without acknowledgment, or more than 30 days after acknowledgment without additional communication, as possible warning signs in the situations its guidance describes. Those periods exclude weekends and legal public holidays. If you are unsure whether your letter qualifies or what response period applies, check the CFPB guidance for your request type and loan rather than treating the general figures as universal.
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If you believe the servicer did not respond as required, review your copy of the notice and confirm that you sent it to the correct address. You can then contact the servicer to ask about the status and consider submitting a complaint to the Consumer Financial Protection Bureau (CFPB).
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What if my servicer refused a payment?
Check whether you submitted the payment using a method the servicer accepts and followed its payment instructions. Then contact the servicer promptly to ask why it refused the payment and how to submit an acceptable one. Keep a record of the attempt and any explanation you receive.
The CFPB notes that for certain closed-end consumer credit transactions secured by a principal dwelling, a servicer generally need not accept an amount smaller than a periodic payment. That payment is defined to include principal, interest and escrow. The rule does not mean every refused payment is proper, and it should not be generalized to every loan type or situation. A refused partial payment can have consequences, so ask the servicer what amount and method it will accept and whether any options are available.
If you believe the refusal reflects a broader servicing error, such as a payment being credited incorrectly, describe that specific error in a written notice of error as well as asking how to make the payment.
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What should I do if I cannot afford my mortgage payment?
Contact your servicer as soon as you anticipate difficulty or fall behind. Ask about loss mitigation—options the servicer may review to address delinquency—and how to apply. A HUD-approved housing counselor can help you understand the process and prepare for conversations with the servicer.
CFPB guidance published in 2024 says many servicers must try to contact a delinquent borrower within 36 calendar days after delinquency and provide a written notice with examples of possible loss-mitigation options and how to apply no later than 45 calendar days after delinquency. The precise duties depend on the applicable rules and the borrower’s circumstances. These periods do not replace the practical step of contacting the servicer directly when you need help.
When you speak with the servicer, ask what documents it needs, how to submit an application and how it will communicate with you about next steps. Keep copies of the materials you provide and notes of calls, including dates and the names or departments involved. A housing counselor can help you understand available options; the CFPB also provides a route to file a complaint if you believe the servicer has not handled your concern appropriately.
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| Problem | Useful next step | Why |
|---|---|---|
| A payment change you do not understand | Compare the statement, escrow analysis and current tax and insurance bills; ask the servicer to explain the calculation. | Those records can show whether the change came from escrow costs, an account shortage or another payment component. |
| A possibly unpaid tax or insurance bill | Contact both the servicer and the tax authority or insurer promptly. | The servicer can trace the escrow disbursement; the biller can confirm the amount due and any approaching deadline. |
| A payment-crediting, fee or disbursement error | Call for clarification; send a written notice of error to the designated address if you need to dispute the issue. | A written notice can identify the issue clearly and may invoke applicable written-response procedures. |
| Difficulty making payments | Contact the servicer about loss mitigation and seek help from a HUD-approved housing counselor. | The servicer can explain its application process; a counselor can help you understand the options. |
| An unanswered written request | Confirm the address and delivery details, follow up with the servicer and consider a CFPB complaint. | The applicable response period depends on the loan, request and servicing rules. |
| Foreclosure appears imminent or legal papers have arrived | Contact a housing counselor; consider consulting an attorney. | The CFPB identifies these as situations in which counseling or legal help may be needed. |
What if the servicer still has not helped?
If a written request has not received the response you expected, gather your account number, a copy of the request, the address you used and any delivery record. Contact the servicer to ask about the request’s status. If you still believe the issue is unresolved, the CFPB offers an online complaint route and a phone route for consumers with servicing concerns. A complaint does not replace urgent contact with a tax authority or insurer about a bill that is due, or legal help when foreclosure is imminent or court papers have been served.
For help understanding mortgage-payment options or an escrow problem, look for a HUD-approved housing counselor. CFPB guidance recommends counseling for borrowers having trouble paying and identifies it as a resource in certain serious escrow or foreclosure situations.
What to keep when contacting your servicer
- Recent mortgage statements and escrow analyses.
- Current property-tax and homeowners-insurance bills, plus any overdue notices.
- Copies of payment confirmations and written correspondence.
- A dated record of calls, including the number or department contacted and the response.
- The address used for any written notice and any available delivery confirmation.
These records help you describe the problem consistently and make it easier to follow up if the account, bill or response does not match your understanding.
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