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If your mortgage servicer changes, verify the transfer dates, send payments to the correct company, and check that they post. A servicing transfer changes who handles your account; it does not change your mortgage’s terms except terms directly related to servicing. If your payment amount or account history looks wrong, ask for an explanation and use the servicer’s formal written-request process while continuing scheduled payments.
First, confirm what changed
A mortgage servicer receives and processes your monthly payments. A transfer changes the company handling those tasks, not the underlying mortgage terms such as your interest rate or principal. The CFPB’s model transfer notice says, “Nothing else about your mortgage loan will change,” while qualifying that terms or conditions directly related to servicing may change: CFPB model transfer notice.
Read both transfer notices. They should identify the effective transfer date, each servicer’s contact details, the last date the old servicer accepts payments, and the first date the new servicer accepts them. The old servicer generally must send its notice at least 15 days before the transfer; the new servicer generally must send its notice within 15 days after it, unless the notices are combined. See the Regulation X transfer-notice requirements.
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- After the change, direct account questions to the new servicer.
- Check whether the notice says optional insurance availability or terms are affected.
Route your next payment and verify it posted
- Update your bank or credit union’s bill pay. Replace the old servicer’s payee or account details with those provided by the new servicer. Do not assume an existing automatic payment will update itself.
- Allow time for delivery. If you pay by mail, send it early enough to reach the correct servicer by the due date.
- Check your next mortgage statement. Confirm the payment was credited to your account and review the balance and payment history. If it is missing or misapplied, contact the servicer promptly.
For the CFPB’s consumer guidance on transfer notices, automatic payments, and payment posting, see What happens if my mortgage is transferred to a new servicer?
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If you accidentally paid the former servicer
There is a limited 60-day protection beginning on the transfer’s effective date. If the old servicer receives your payment on or before its due date—including any applicable grace period—during that window, it cannot treat the payment as late or charge a late fee for it. The old servicer must promptly forward a payment it should not have received to the new servicer for application, or return it and tell you where to pay. The rule is not a general extension for late payments, so keep paying on schedule. Details are in Regulation X, section 1024.33.
If your monthly payment amount changed
A changed amount is not automatically an error. If your monthly payment includes escrow, changes in property taxes or insurance premiums can affect the amount due. Ask the servicer to explain the calculation, then compare it with your latest statement and escrow information. Keep notes of calls, including the representative’s name and any reference number, and request a corrected statement if you suspect a mistake. The CFPB explains these steps in its guidance on mortgage-servicing mistakes.
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If the new servicer changes your monthly payment amount or the accounting method used by the former servicer, it generally must provide an initial escrow account statement within 60 days of the transfer. Compare that statement with the payment change rather than assuming the increase is improper. See Regulation X escrow-account requirements.
If escrow did not pay a tax or insurance bill
Contact the tax authority or insurance company promptly to find out what is due and whether a deadline or coverage issue is approaching. If property taxes were not paid, a tax lien may arise. Send the servicer a written notice of error with supporting documentation, such as a copy of the bill.
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How to report an account error or request information
For a formal dispute or information request, use the special address designated by the servicer. It may differ from the payment address; check your statement, transfer notice, or servicer website. Do not put the request on a payment coupon. The CFPB’s qualified written request guidance explains this process.
- Identify yourself and the loan. Include your name as it appears on the mortgage, home address, and account number.
- Describe the issue clearly. State what you believe is wrong or specify the information you need. Include relevant dates, amounts, and copies of supporting documents.
- Send it to the designated address. Keep a copy of the letter and proof that you sent it.
- Continue scheduled payments. Keep paying according to your loan terms while the servicer reviews your request; a dispute does not itself pause payments.
Under the general timelines described by the CFPB, a servicer generally acknowledges a written request within five days and responds within 30 days, excluding weekends and legal public holidays. Different timelines or extensions can apply for certain requests and errors, so these are not guaranteed resolution dates. For a payment-related notice of error, the servicer cannot furnish adverse information about that payment to a credit reporting company for 60 days after receiving the notice. See Regulation X error-resolution requirements.
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When to escalate
If the servicer misses the required acknowledgment or does not communicate within the applicable response period, you can submit a complaint to the CFPB online or by phone. Its mortgage complaint page provides current options. If foreclosure is imminent or you have received legal papers, contact an attorney or housing counselor. The CFPB also directs consumers to HUD-approved housing counseling agencies; verify current contact details on the agency’s pages.
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