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If you may miss a mortgage payment, contact your mortgage servicer today using the number on your monthly statement. Ask for a mortgage-assistance or loss-mitigation specialist, explain the hardship, and request an evaluation of every option available for your loan. Do not wait for a foreclosure notice. The guidance below is U.S.-focused; your state, loan type, investor and individual facts determine which options and deadlines apply.
What to do in the next 24 hours
- Call the servicer before the payment is missed, if possible. The servicer is the company that receives your monthly payment. Use the phone number printed on your statement and ask to speak with a mortgage-assistance or loss-mitigation specialist.
- Describe the hardship plainly. Say what changed, whether you expect the problem to be temporary or ongoing, your current income and essential expenses, and the monthly payment you believe you can afford. If military permanent-change-of-station orders are involved, mention them.
- Ask how to submit a complete mortgage-assistance application. Follow the servicer’s instructions and provide every supporting document it requests. A complete submission is important because the servicer cannot evaluate an incomplete file.
- Create a contact record. Keep copies of the application and every document. Write down the date, telephone number, name or identification number of each person you speak with, what was promised, and the next action and deadline.
- Do not stop communicating. If the servicer asks for a document or clarification, respond by the stated deadline and keep proof of delivery.
The Consumer Financial Protection Bureau (CFPB) describes taking control and acting rather than doing nothing as the most important first move. Its foreclosure-avoidance guidance also warns that homeowners should not have to pay anyone to help them avoid foreclosure.
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What to ask the mortgage servicer
Use the call to obtain specific, written information rather than a general promise that “someone will review it.” The CFPB’s servicer conversation guidance recommends asking:
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- Can payments be temporarily reduced or suspended, and for how long?
- During a forbearance or other pause, will interest, fees or late charges accrue?
- Exactly how will any paused or past-due amount be repaid: through a higher monthly payment, a separate lump sum, an extension of the loan, or another method?
- What payment will be due when a temporary plan ends?
- What documents are still missing, when are they due, and when should you expect the next written decision?
- Who is the point of contact if your circumstances change or the plan becomes unaffordable?
Ask for the proposed terms in writing before agreeing. Compare the new payment with a realistic budget that includes property taxes, insurance, utilities, maintenance and other debts—not just principal and interest.
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Identify who owns or backs the loan
Available relief can depend on the company or government program that owns, insures or guarantees the mortgage. Ask the servicer which category applies and what rules govern the review. Common categories identified by the CFPB include FHA or HUD, USDA, VA, Fannie Mae and Freddie Mac loans. A mortgage outside those categories may still qualify for help through the servicer or a state program, but the name of a program alone does not establish eligibility. The CFPB’s options overview explains why a servicer must evaluate your particular loan and hardship.
If you are unsure who owns the loan, ask the servicer to identify the investor or guarantor and give you the applicable assistance instructions. Keep that answer with your records; ownership or servicing can change.
Mortgage-relief options to discuss
These are possible solutions, not automatic entitlements. The servicer, loan owner and program rules determine whether an option is offered. Ask for the effect on your payment, balance, interest, loan term, credit reporting and any fees.
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| Option | When it may fit | What changes | Questions and risks |
|---|---|---|---|
| Forbearance | A temporary income interruption or expense spike | Payments are reduced or paused for an agreed period | Missed amounts are not erased. Ask how interest and fees accrue and whether repayment is a lump sum, a higher payment or another arrangement. |
| Repayment plan | You can resume the regular payment and afford an extra amount for a limited period | A portion of the past-due balance is added to monthly payments | Calculate whether the higher payment remains affordable after the plan starts. Failure to sustain it can lead to another delinquency. |
| Loan modification | The regular payment is unaffordable on an ongoing basis | Loan terms may be changed to make the payment more manageable | Approval depends on servicer and investor criteria. Request the new rate, payment, balance, term and any capitalization of arrears in writing. |
| Refinance | Your income, credit, equity and market terms support a new loan | A new mortgage replaces the existing one | Availability is individual. Compare total interest, closing costs, term and payment; do not assume refinancing is possible during financial distress. |
| Short sale | You cannot retain the home and a sale may be preferable to foreclosure | The home is sold for less than the mortgage balance with lender or servicer approval | Ask in writing whether any remaining deficiency is waived. Obtain state-specific legal and tax advice before signing. |
| Deed-in-lieu of foreclosure | You want to leave the home and the servicer accepts a voluntary transfer | Ownership is transferred to the lender or servicer instead of completing foreclosure | Confirm treatment of any deficiency, liens, relocation terms and tax consequences with a qualified local attorney and tax professional. |
The CFPB lists these alternatives in its mortgage-options guidance. A counselor can help you compare them without assuming that one will be approved.
Forbearance: plan the exit before you enter
Forbearance can create breathing room during a short-term setback, but it does not forgive the skipped payments. Before accepting, obtain the start and end dates, the payment required during the pause, the treatment of interest and fees, and the exact repayment method. Contact the servicer well before the end date to arrange the next step; waiting until the final day can leave too little time for review. The CFPB’s forbearance-exit guidance explains the need to plan for the post-forbearance payment.
Repayment plans and modifications
A repayment plan spreads some past-due amount over additional monthly payments. It is appropriate only if your ordinary payment plus the temporary increase fits your budget. A modification may change one or more loan terms when the hardship is ongoing, but the servicer may require financial documentation and a formal review. Request a written comparison of the current loan and proposed loan, including the payment, interest rate, maturity date, principal balance and escrow treatment.
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Refinancing
Refinancing is not a guaranteed rescue. Lenders generally evaluate income, credit, equity, debt and the proposed loan terms. If those factors do not support a new loan, focus on the servicer’s retention options and free housing counseling instead of paying a company that promises approval.
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Leaving the home: short sale or deed-in-lieu
When keeping the home is not realistic, ask whether the servicer will consider a short sale or deed-in-lieu. Approval is required, and the documents may address a remaining balance, liens, moving assistance and reporting. Because deficiency and tax treatment can vary by state and case, have a qualified local attorney and tax professional review the agreement before you sign.
Choose an option using five practical questions
Write down the answers before deciding, and ask the servicer or counselor to address any that are unclear:
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- Is the hardship temporary or ongoing? A brief interruption may point toward forbearance, while a permanently lower income may require a modification or an orderly sale.
- What payment is genuinely affordable? Use verified income and essential expenses, not an optimistic estimate based on overtime or a possible future job.
- Do you want to remain in the home? Retention options differ from solutions that transfer or sell the property.
- How will past-due amounts be treated? Determine whether they are added to the balance, spread over payments, due later or waived under a written agreement.
- What are the financial and legal consequences? Compare fees, interest, loan length, credit effects and any deficiency or tax issue, and obtain local advice for a sale or transfer.
Get free, independent housing counseling
A HUD-approved housing counseling agency can review your finances, explain available servicer options, help with paperwork and communication, and provide foreclosure-prevention counseling at no charge, according to the CFPB. Use the CFPB’s housing counselor locator or call HUD at 800-569-4287. The CFPB also lists the HOPE Hotline at 888-995-HOPE (4673), available 24/7. Verify telephone numbers and locator details when you call because contact information can change.
A counselor does not replace the servicer’s approval, but can help you submit a complete package and evaluate whether a proposed payment is sustainable. Avoid anyone who demands money before providing help or tells you to stop communicating with the servicer.
What if the servicer is not responding?
Keep a dated log of calls, messages, letters and uploaded documents. Ask for a supervisor or designated escalation contact and send important requests through a trackable method. You can submit a complaint through the CFPB when there is a servicing problem; the agency may forward it for a response, but a complaint does not automatically stop or delay foreclosure. The CFPB’s mortgage-help page describes counseling and complaint resources.
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If you receive a foreclosure filing, summons, sale notice or other legal paper, contact a qualified attorney or legal-aid provider in your state immediately. Do not wait for a complaint response or assume a pending assistance review extends a court deadline. State law and the posture of your case control what must be filed and when.
How long before foreclosure can begin?
Under the CFPB’s current foreclosure-avoidance guidance, a servicer generally cannot make a first foreclosure notice or filing until the borrower is more than 120 days behind. The CFPB’s foreclosure-timeline explanation, last reviewed January 2, 2025, says the legal process generally cannot start until at least 120 days delinquent, while the time from a legal filing to a sale varies by state.
That 120-day threshold is not a guaranteed grace period, a promise that no action will occur in a particular case, or a predicted sale date. Loan type, state law, bankruptcy, court actions and individual facts can change the timeline. Contact the servicer as soon as trouble appears and obtain local legal help if you are served.
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Be wary of anyone who:
- Demands an upfront fee for foreclosure help or promises a guaranteed loan change.
- Guarantees that the home will be saved regardless of your circumstances.
- Asks you to sign over the title or sign documents you do not understand.
- Tells you to stop paying the mortgage servicer or to stop responding to letters.
- Instructs you to send mortgage payments to a third party instead of the servicer listed on your statement.
The CFPB says assistance from your servicer or a HUD-approved housing counselor should not require payment to a foreclosure-rescue company. Read every agreement, verify the organization independently, and seek legal advice before transferring ownership or signing a settlement.
Quick Recap
A practical follow-through checklist
- Call the servicer and obtain the loss-mitigation contact and application instructions.
- Prepare a clear hardship explanation, current income and expense figures, and the affordable payment you calculated.
- Submit the complete application and requested documents; retain an identical copy.
- Ask for written terms, deadlines and the repayment treatment of any past-due amount.
- Check the loan’s owner, insurer or guarantor and ask which program rules apply.
- Contact a HUD-approved counselor for a free second review.
- Escalate unresponsive servicing through documented requests and the CFPB complaint channel.
- Get state-specific legal advice immediately if foreclosure papers arrive or you are considering a short sale or deed-in-lieu.
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