U.S. Mortgage Index

Consumer guide

My mortgage servicer is not responding. What can I do next?

Start with the company named on your current mortgage statement. A phone call, a request for information, and a written notice about a possible error are different steps. No answer on a phone call does not by itself prove the servicer broke a rule. CFPB explains how a written request works, including a special address that can be different from the payment address. USMI does not restate response deadlines and does not accept your account papers. Source [2]Source [6]

Ask about this mortgage problem

Find your current mortgage servicer

The company that collects the payment may not be the company that originally made the loan.

Use the mortgage statement or coupon book to identify the current servicer and its customer-service phone number. Do not assume the original lender is still the company that must answer.Source [6]

A phone call is not the same as a written request

Name the step you are on before you decide that nobody responded.

Calling ordinary customer service can solve some questions. Asking for information and disputing a possible servicing error are more specific. CFPB says you may get more protections if you write, and that the letter should go to the address the servicer gives for those requests.

That address can be different from the address where you send the payment. CFPB says not to write the request on the payment coupon. If the servicer uses a special address, the letter has to go there. This page does not turn a missed callback into a proven violation, and it does not state a 5-day, 30-day, or 15-day deadline.Source [2]

Questions to ask

  • Are you the current servicer of this loan?
  • Is this a general customer-service question, a request for information, or a notice of a possible error?
  • What address do you use for written error notices and information requests?
  • Is that address different from the payment address?
  • What reference number should I keep for this contact?

Records to keep

Keep your own file. USMI does not want uploads or account numbers.

Save the papers and notes that show what you sent and what came back. A letter you mail to the servicer may include your account number. Do not send that number, or the file, to USMI. USMI will not accept a completed letter or account documents.Source [2]

Records to keep

  • Mortgage statements
  • Letters and notices
  • Emails
  • Dates of phone calls
  • Reference numbers
  • Copies of written requests you sent

While you wait, and if there is still no answer

Keep the loan current if you can. Use the official pages for what happens next.

CFPB's tip is to keep making the scheduled mortgage payments while you wait for a response. That tip is not a finding that you are able to pay. If you may miss a payment, use the urgent help at the top of this page.

If you already sent a written notice of error or an information request and heard nothing back, read the CFPB page about a servicer that has not responded. It describes warning signs and how to submit a complaint to the CFPB. The day counts stay on that official page. They are not restated here.

A CFPB complaint is an external option. It does not automatically stop foreclosure or cure a missed payment. USMI does not receive, file, or track that complaint.Source [2]Source [3]Source [4]Source [5]

Key terms

Published USMI glossary entries used in this guide.

  • Mortgage servicer

    The company that runs an existing mortgage day to day—statements, payments, and often escrow. It may not be the original lender.

    Full definition

Sources

These official documents support the statements in this guide. Citation numbers in the article match the entries below. Each document appears once, even when it supports more than one statement.

  1. Find a housing counselor

    Consumer Financial Protection Bureau

    Consumer-usable HUD-approved counselor search.

    USMI verified 2026-09-29.

    View official source

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

    Consumer Financial Protection Bureau

    Written notice to designated address.

    USMI verified 2026-09-29.

    View official source

  3. If I can’t pay my mortgage loan, what are my options?

    Consumer Financial Protection Bureau

    Call servicer.

    Document dated 2026-08-28. Document revised 2026-08-31. USMI verified 2026-09-29.

    View official source

  4. My mortgage servicer has not responded to a notice of error or information request that I sent. What can I do?

    Consumer Financial Protection Bureau

    Red flags at 5-day and 30-day marks.

    Document dated 2024-09-11. Document revised 2024-09-13. USMI verified 2026-09-27.

    View official source

  5. Submit a complaint about a financial product or service

    Consumer Financial Protection Bureau

    Mortgages accepted.

    Document dated 2026-09-22. USMI verified 2026-09-27.

    View official source

  6. What’s the difference between a mortgage lender and a mortgage servicer?

    Consumer Financial Protection Bureau

    Lender originated the loan.

    Document dated 2024-12-11. USMI verified 2026-09-30.

    View official source

About this guide

These USMI pages explain this site’s limits and methods. They are not independent government sources.

  • Consumer-journey privacy boundary

    U.S. Mortgage Index

    No borrower-account intake in consumer guides.

    Open this USMI page

  • What U.S. Mortgage Index is not

    U.S. Mortgage Index

    Platform identity and educational-boundary policy.

    Open this USMI page

Limitations

  • Servicer timelines are not unconditional for every loan or issue.
  • USMI will not accept account documents or completed letters.