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First, determine what changed
A mortgage loan can be sold without changing the company that collects your monthly payment. A sale of the loan does not, by itself, mean you should redirect payments. A servicing transfer is different: it changes which company handles payments and servicing. The CFPB explains this distinction in its consumer guidance on a change in the company receiving mortgage payments and guidance on mortgage loan sales.
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Keep the message, envelope, and any attached notice. A link, phone number, payment address, or urgent demand in an unexpected email, text, or call is not independently verified just because it claims a transfer occurred. Federal notice rules specify information a servicer must provide, but they do not authenticate every message a borrower might receive.
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- Contact your current servicer independently. Use the phone number on a prior mortgage statement, existing account materials, or a portal you have used before. Ask whether servicing transferred, the new servicer’s name, and the effective date. This is a practical precaution; the CFPB’s notice rules do not prescribe a universal method to authenticate unsolicited messages.
- Compare the notice with the transfer information. Check the old and new servicer names and contact details, the effective transfer date, and the dates each company stops or starts accepting payments. The notice should also explain whether optional insurance is affected and what action is needed to maintain it.
- Confirm conflicting payment instructions by phone through a trusted route. If the notice and your existing records disagree, call the old servicer using a number from an earlier statement and ask it to confirm the new servicer and payment instructions. Reach the new servicer through details confirmed by the old servicer or other reliable existing records—not solely through a link or number in the unexpected message.
- Save evidence. Keep the transfer notices, statements, payment confirmations, and records of calls or written inquiries. These can help you explain what happened if a payment is disputed.
Check the notice and its timing
Under federal servicing-transfer rules, notice generally comes from both servicers: the old servicer generally sends it at least 15 days before the transfer, and the new servicer generally sends it no more than 15 days after. A combined notice is generally sent at least 15 days before the transfer. Exceptions apply; for example, certain transfers following termination for cause or insolvency-related proceedings may be noticed within 30 days after the effective date. See the CFPB’s Regulation X servicing-transfer rule.
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A transfer notice should identify:
- The effective date of the transfer.
- The old and new servicers’ names, addresses, and contact telephone numbers.
- The date the old servicer stops accepting payments and the date the new servicer starts. Those dates must be the same or consecutive days.
- Whether optional insurance is affected and any action needed to maintain coverage.
- That servicing-related changes aside, the loan’s other terms do not change. The CFPB’s official model notice puts it plainly: “Nothing else about your mortgage loan will change.”
The model notice is available in Appendix MS to Regulation X. A servicing transfer ordinarily does not change your interest rate, balance, or other loan terms; keep following your existing loan agreement and any valid account-specific instructions.
Protect the next payment
- Use the confirmed start date for the new servicer and allow enough time for mailed checks or bank bill pay to arrive and process.
- Update any automatic payment you scheduled through your bank or credit union. If you use the servicer’s own automatic-payment system, confirm whether you need to enroll with the new company.
- Keep the payment confirmation and check your next mortgage statement or account history to make sure the payment was credited to the right account and for the correct amount.
There is a specific 60-day transition protection. During the 60 days beginning on the effective transfer date, if the old servicer receives a payment by its due date, including any grace period, that payment may not be treated as late for any purpose. If the old servicer receives a misdirected payment, it must promptly forward it to the new servicer for credit or return it and tell you the proper recipient. This protection does not mean you should continue paying the old servicer after the transition; follow the verified payment instructions for future payments.
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If the notice is missing or a payment is mishandled
If you did not receive a notice, a payment was not credited, or the new servicer is not handling an existing loss-mitigation application, the CFPB says you may send an information request or notice of error to both the old and new servicers. Use the designated address for written requests, not simply the ordinary payment address, and keep a copy of what you send. The CFPB explains these options in its mortgage-problem guidance and its Regulation X rules for error notices and information requests.
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