How do I dispute an error or request information about my mortgage?
If you think your mortgage servicer has made an error or you need information about your mortgage loan, you can call or write a letter to your servicer. You may get more protections if you write a letter.
Your servicer may be able to help you over the phone. See your monthly mortgage statement or coupon book for the phone number. However, to guarantee yourself a timely written response, you should write to your servicer and send it to the address provided by the servicer for such requests.
- to help you write your mortgage servicer to explain an error. This document also provides some additional information about disputing an error with your servicer.
- to help you write your mortgage servicer to request information. This document also provides some additional information about requesting information from your servicer.
If you submit a letter, remember:
- To include your name, home address, and mortgage account number. Use the name that is on your mortgage.
- To identify the error or information. Tell your servicer exactly what error you believe occurred, or what information you’re requesting.
- Not to write your letter on your payment coupon or other payment form. You might not get the same protections.
- To mail the letter to the right address. A mortgage servicer may use a special address for borrowers to send requests to correct errors or request information. You generally should be able to find this address in a notice from your servicer, on your monthly mortgage statement or coupon book, on your servicer’s website, or by calling your servicer. If your servicer uses a special address, you must send the letter to that address.
Tip: While you’re waiting for a response, you should continue making your mortgage payments as scheduled.
Your mortgage servicer’s response
Your mortgage servicer must send you a letter informing you that it received your letter within five days (not including weekends and legal public holidays) of receiving your letter. Generally, your mortgage servicer must respond with an answer to the error or information request within 30 days (not including weekends and legal public holidays).
If you’re disputing an error, your servicer can:
- Correct the error and confirm the correction in writing
- Investigate the error and provide you a written notice explaining why it has found that no error occurred and how you can find out more
- Ask for additional information
- Inform you in writing that it will seek an additional 15 days (not including weekends and legal public holidays) to investigate and respond to your notice of error
If the error you are writing about has to do with the servicer improperly starting the foreclosure process, moving for a foreclosure judgement or order of sale, or conducting a foreclosure sale, then generally the servicer must respond to your notice of error before the foreclosure sale.
If you’re requesting information, your servicer can:
- Provide the requested information in writing
- Search for the information and provide you a written notice explaining that the requested information is not available, and give you contact information for more help
- Inform you in writing that it will seek an additional 15 days (not including weekends and legal public holidays) to respond to your request
If you have a problem with your mortgage, you can submit a complaint online or by calling (855) 411-CFPB (2372).
You can also reach out to a housing counselor. Use the CFPB's "Find a Counselor" tool to get a list of counseling agencies approved by the Department of Housing and Urban Development (HUD). You can also call the HOPE™ Hotline, open 24 hours a day, seven days a week, at (888) 995-HOPE (4673)
If you’re facing imminent foreclosure or have been served with legal papers, you may also need to consult an attorney.