U.S. Mortgage Index

What can I do if my mortgage servicer refuses to accept my payment?

Short answer

First confirm you followed the servicer's payment instructions, then ask for an explanation by phone or in writing. For many closed-end loans on a principal dwelling, the CFPB says servicers generally need not accept less than a full periodic payment covering principal, interest, and escrow. A refused or can still lead to fees if the full amount is not paid on time.

Full explanation

Start by checking how the servicer said to send the payment. Then call or write and ask why it was refused. Making the full amount by the due date still matters, because a late or missing payment can bring fees and can lead to later collection steps, including foreclosure.

On a closed-end consumer loan tied to your main home, a servicer generally does not have to take a smaller amount than a periodic payment—the principal, interest, and escrow due for the period. If you send less, the servicer may be allowed to credit it, return it, or hold it in a suspense account until the rest arrives. You can ask whether a partial payment, repayment plan, or modification is possible; none of those is guaranteed.

If you are behind, the servicer may be required to contact you about possible solutions. A HUD-approved counselor can explain options, including through (888) 995-HOPE (4673). The CFPB lists a complaint channel — online or by calling (855) 411-CFPB (2372) — as one way to report a concern. If foreclosure papers have been served, legal advice may be needed. This is general information, not advice about a particular payment.

Sources reviewed

Last reviewed

September 10, 2026