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Start with your latest mortgage statement or payment coupon book: it should identify the company that currently handles your payments and provide its contact and payment details. If you do not have those records, use the CFPB-listed MERS Servicer Identification System to look up the servicer, then confirm payment instructions through official, account-specific information before sending money. A mortgage’s original lender, its owner, and its current servicer can be different companies.
What a mortgage servicer does
Your servicer is the company that handles the day-to-day administration of your mortgage, including statements and payment processing. 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.
How to identify your current servicer
- Check your latest statement or coupon book. Note the servicer’s name, account number, due date, contact information, and payment instructions. Use the newest account-specific document you have.
- If those records are missing, use MERS. The CFPB points borrowers to the MERS Servicer Identification System and lists its toll-free lookup number as 888-679-6377. Treat a lookup as a way to identify a servicer, not as a substitute for confirming your account’s payment destination and instructions.
- Check any transfer notice. If your servicing has changed, the notice should identify the new servicer and explain the effective date and payment arrangements. Compare its dates with your most recent statement; the documents may describe different points in time.
- Confirm through an official channel. Before changing where you pay, use current account-specific records or contact details verified through the servicer’s official website or another reliable official source.
The CFPB’s mortgage-servicer guidance also describes the records and contacts borrowers can use to work with a servicer.
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What to do when servicing transfers
A transfer changes who handles payments; it does not mean you should guess at a new destination or assume the original lender still takes your payment. Read the notice for the transfer’s effective date, when the old servicer stops accepting payments, when the new servicer starts, and how to pay. The CFPB explains the process in its servicing-transfer guidance.
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Under Regulation X, servicers generally must send transfer notices on this schedule, though exceptions apply:
- The outgoing servicer generally sends notice at least 15 days before the effective transfer date.
- The incoming servicer generally sends notice no more than 15 days after the effective date.
- The servicers may combine the notices into one sent at least 15 days before the transfer.
Some circumstances permit later notice, and certain transfers are excluded when specified payment details do not change. These are general rules, not a guarantee that every transfer follows the same notice schedule. See Regulation X, 12 CFR § 1024.33.
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Update automatic payments and allow for delivery time
From the effective date, follow the new servicer’s official payment instructions. If your bank or credit union sends mortgage payments through its bill-pay service, update the payee and payment details; do not assume the bank will change them automatically. If you mail a check, allow enough time for delivery and processing. The CFPB’s transfer guidance covers changing payment arrangements.
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Understand the 60-day transition protection
For 60 days after a servicing transfer, 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 limited protection is for transition mistakes; it is not permission to keep paying the former servicer. Follow the notice’s payment instructions and dates.
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How to confirm that a payment was credited
- Review your next statement. Compare the payment history with the amount due and check that the payment appears in the account.
- Contact the servicer if something looks wrong. Use the verified contact details on your statement or the servicer’s official channel. Have your account information and payment records ready.
- Send a formal written notice if needed. For an error dispute or information request, use the servicer’s designated address for those notices, which may differ from its payment address. The CFPB explains the process in its mortgage error and information-request guidance.
- Keep making scheduled payments while you wait. Do not stop or redirect payments solely because you submitted a written notice. The CFPB’s monthly-payment guidance and payment checklist can help you track the account and payment.
If you still cannot find the servicer or afford the payment
If you cannot identify who services your loan and are having trouble paying, the CFPB recommends contacting a HUD-approved housing counseling agency for free assistance. See the CFPB’s mortgage payment-options guidance.
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