How do I dispute an error or request information about my mortgage?

Short answer

You can call or write your mortgage servicer to dispute an error or request information. A letter sent to the servicer's designated address generally provides stronger timing protections than a phone call. Keep making scheduled payments while you wait for a written response.

Full explanation

If you think the servicer made an error or you need information about the loan, you can call or write. The CFPB says a written request generally gives you more protections, including a timely written response, if you send it to the address the servicer designates for error and information requests. That address may appear on a notice, the monthly statement or coupon book, the servicer's website, or by calling. Do not write the request on a payment coupon or other payment form.

Include the name on the mortgage, your home address, the account number, and a clear description of the error or the information you want. The servicer must acknowledge the letter within five days, not counting weekends and legal public holidays. It generally must answer within 30 days on the same calendar basis. For an error claim, the servicer may correct it, explain why it found no error, ask for more information, or take extra time as the rules allow. If the claimed error involves improperly starting or completing foreclosure, the servicer generally must respond before the sale.

Continue making scheduled payments while you wait. These steps are the official servicing process the CFPB describes. They are not individualized legal advice, and a dispute does not by itself prove that an error occurred.

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