Working with your servicer

Servicers work within investor guidelines—they cannot invent approvals that policy forbids. Polite, documented persistence generally outperforms rage-posting online.

Habits that help

• Keep a call log: date, agent ID, summary, promised follow-up.
• Upload PDFs legibly; label files by year and account fragment required.
• Ask where to find investor-specific checklists when offered.

Escalation or ombudsman paths vary by servicer; HUD counselors can sometimes help interpret timelines.