If you’re told to send your mortgage payment to a new company, verify the transfer before changing where you pay. Use contact details from a statement or account channel you already trust to confirm the change with your current servicer, then compare the transfer notice and move payment on the stated effective date. This guidance reflects U.S. federal rules and CFPB consumer materials accessed October 7, 2026.
First, distinguish a servicer change from a loan sale
Your servicer is the company that collects your monthly payment and handles payment-related account servicing. The company that owns your mortgage can be different. A loan sale by itself does not mean the servicer changed, so do not redirect payments just because you hear that ownership 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.
How to verify a servicer change safely
- Don’t act on an unexpected message alone. Save the letter, email, text, or voicemail, including its envelope if applicable. A message’s link, phone number, payment address, or urgent language is not independently verified just because it appears in a transfer notice.
- Contact your current servicer through a channel you already trust. Use the number on a prior mortgage statement, existing account materials, or a portal you have used before. Ask whether servicing transferred, who the new servicer is, the effective date, and the correct payment instructions. This independent check is a practical precaution; federal notice rules do not authenticate every unsolicited email, text, call, or website.
- Confirm payment instructions independently. If the notice conflicts with what your current servicer says, call the current servicer using the number on a prior statement. Contact the new servicer using details confirmed through the old servicer or reliable existing records, not solely a number or link in an unexpected message.
- Compare the notice details. Check the effective transfer date, both companies’ names and contact details, and the dates each company stops or starts accepting payments. Check whether optional insurance is affected and whether you need to act to maintain coverage.
- Change payment arrangements deliberately. Follow the confirmed start date for the new servicer. Allow time for mailed payments or bank bill pay to arrive, and update any automatic payment you set up through your bank or credit union.
- Check that the payment posted. Review the next mortgage statement or account record for the amount and date credited. Keep the notices, statements, payment confirmations, and records of calls or written inquiries in case you need to resolve a problem.
What a servicing-transfer notice should tell you
Under Regulation X, a transfer notice generally provides the information below. The CFPB’s Regulation X servicing-transfer rule lists the notice requirements; its official model notice states: “Nothing else about your mortgage loan will change.”
- The effective date of the transfer.
- The new (transferee) servicer’s name, address, and telephone number.
- The old (transferor) servicer’s name, address, and telephone number.
- The date the old servicer stops accepting payments and the date the new servicer starts. These dates are the same day or consecutive days.
- Whether optional insurance is affected and any action needed to keep it in place.
- A statement that loan terms apart from servicing-related terms do not change because of the transfer.
Notice timing is generally at least 15 days before the transfer for the old servicer and no more than 15 days after it for the new servicer. A combined notice is generally sent at least 15 days before. Exceptions exist; for example, certain transfers following termination for cause or insolvency-related proceedings may be noticed within 30 days after the effective date. If you did not receive a notice, or the timing or details do not match what your servicer confirms, ask the servicer to explain.
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Protect the payment during the transition
Use the confirmed transfer date and payment-acceptance dates to decide where to send the next installment. A narrow federal protection applies during the 60 days beginning on the effective transfer date: if the old servicer receives your payment by its due date, including any grace period, it may not treat that payment as late for any purpose. If the old servicer receives a misdirected payment during that period, it must promptly forward it to the new servicer for account 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 change. Continue to follow confirmed payment instructions and check that each payment is credited.
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If no transfer notice arrived, a payment was not credited, 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 notice of error. Use each servicer’s designated address for written requests, and keep a copy and proof of delivery. The CFPB describes these written channels in its guidance on information requests and notices of error.
If the issue remains unresolved, you can contact the Consumer Financial Protection Bureau or seek qualified housing or legal assistance. Keep a timeline of the transfer date, payment dates, notices, and communications to make the issue easier to explain.
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