Working with your servicer
Servicers work within investor guidelines—they cannot invent approvals that policy forbids. Polite, documented persistence generally outperforms rage-posting online.
Under federal early-intervention rules, many servicers must try to contact delinquent borrowers and send written information about available help. You can still call even if you missed earlier outreach.[1]
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.
- Ask the servicer to confirm when a loss-mitigation application is complete, and whether a foreclosure sale is scheduled.[2]
Escalation or ombudsman paths vary by servicer; HUD counselors can sometimes help interpret timelines.[3]
If you believe the servicer made a payment or account error, you may be able to use the federal notice-of-error process by writing to the designated address.[4]
Still have questions about working with your servicer?
Ask about this page or what may happen next. You will continue in Help — this is general information, not legal or counseling advice.
People also ask
Sources
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Consumer Financial Protection Bureau. Mortgage Servicing Rules, 12 CFR §1024.39 (Early intervention requirements for certain borrowers). Live-contact and written early-intervention duties for covered delinquent mortgages.
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Consumer Financial Protection Bureau. Mortgage Servicing Rules, 12 CFR §1024.41 (Loss mitigation procedures). Complete applications, evaluation duties, and foreclosure-sale timing protections.
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Consumer Financial Protection Bureau. How can I find a housing counselor?. HUD-approved counseling to prepare for servicer conversations.
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Consumer Financial Protection Bureau. Mortgage Servicing Rules, 12 CFR §1024.35 (Error resolution procedures). Written notice-of-error process for covered account disputes.