A mortgage servicer can legitimately change, but verify any new payment instructions before acting. Compare the transfer notice with information you obtain independently, update automatic payments through your bank or credit union, and keep proof of what you paid. Federal law also provides a limited 60-day protection for certain timely payments sent to your former servicer.
What changes—and what does not—in a servicing transfer
Your mortgage servicer collects payments and handles account servicing. The servicing company can change without changing the other terms of your loan. A servicing transfer is also different from a sale of the loan itself: ownership may change, servicing may change, or both may change, but one event does not necessarily mean the other occurred. The CFPB explains the distinction and the transfer process in its mortgage transfer guide.
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A message about a transfer is not automatically a scam. The risk is that someone may impersonate a servicer or exploit a real transfer to redirect payments. Treat a notice as something to verify, not as proof that every detail in a separate email, text, or call is authentic.
Check the transfer notice before changing where you pay
For most transfers, the old and new servicers must send notices. The usual timing is that the former servicer sends its notice at least 15 days before the effective date and the new servicer sends its notice within 15 days after it. A combined notice may be sent at least 15 days before. Exceptions apply in specified circumstances, so the usual schedule is not absolute. The CFPB summarizes these requirements in its mortgage transfer guide.
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Use the notice to check these details against any new payment instruction:
- Effective date: When servicing moves to the new company.
- Servicer identities: The names and contact details for both the former and new servicers.
- Payment handoff dates: When the former servicer stops accepting payments and when the new one begins.
- Payment destination: Whether the instruction you received matches the details confirmed through a trusted channel.
If the dates or payment details conflict, pause the change—not the scheduled payment—and contact the servicer using a phone number from a trusted account statement or its established website. Do not rely only on a phone number, link, or payment details in an unexpected email, text, or call. The CFPB advises borrowers to check the transfer notice, and the FTC advises contacting the servicer directly; neither source describes a special digital authentication method for transfer messages.
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Move payments safely and confirm they were credited
- Confirm the destination independently. Use the contact information on a trusted statement or the servicer’s established website to verify the effective date and payment instructions before changing bank bill-pay details.
- Update automatic payments. Change recurring bill-pay instructions with your bank or credit union. If you pay by mail, allow enough delivery time for the payment to reach the correct servicer.
- Keep payment evidence. Save confirmations, mailed-payment records, notices, and correspondence. A basic folder can help keep records together, but it does not verify a servicer or prevent fraud.
- Review the next statement. Check that the payment was credited to your account. If it is missing or applied incorrectly, contact the servicers and use the error process described below.
Know the 60-day protection for payments sent to the former servicer
For the 60-day period beginning on the transfer’s effective date, a payment received by the former servicer on or before its due date—including an applicable grace period—may not be treated as late for any purpose, and a late fee may not be imposed. The CFPB’s model notice states: “Under Federal law, during the 60-day period following the effective date of the transfer of the loan servicing, a loan payment received by your old servicer on or before its due date may not be treated by the new servicer as late, and a late fee may not be imposed on you.” See the CFPB model transfer notice.
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Recognize mortgage-relief scam warning signs
A transfer message and a mortgage-relief offer are different things. The FTC’s warnings about mortgage-relief scams do not establish that a particular transfer notice is fraudulent, but they can help identify risky offers made around a payment or loan problem. Be wary of anyone who:
- Demands an upfront fee in exchange for promised mortgage relief.
- Pressures you to pay by cashier’s check, wire transfer, or mobile payment app.
- Guarantees a loan modification or promises to stop foreclosure.
- Tells you to stop communicating with your lender or servicer.
Instead, contact your servicer or lender directly. If you are struggling to pay or concerned about foreclosure, the FTC points homeowners to free HUD-approved housing counselors. See the FTC guide to avoiding foreclosure-rescue scams.
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What to do if a notice is missing or a payment is wrong
If you did not receive a transfer notice, cannot confirm where to pay, or believe a payment was misapplied, contact both the former and new servicers. The CFPB says you may send an information request or a notice of error and suggests sending transfer-related notices to both companies. Its mortgage transfer guide explains the option, and its notice of error guide describes how to raise a servicing issue.
Keep copies of letters and documents you send, along with dates, names, and notes from calls. The FTC also recommends documenting communications with a servicer in its foreclosure-rescue scam guidance.
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