If your mortgage payment was returned, lost, or credited to the wrong month after your loan moved to a new servicer, keep your payment proof and transfer notices, then ask both servicers to trace it. If the account is not corrected, send a specific written notice of error to the servicer’s designated address. In the United States, federal Regulation X also protects certain on-time payments sent to the former servicer during the first 60 days after a servicing transfer.
First, check when and where the payment was sent
Read the transfer notices from both servicers and note the effective transfer date, when the former servicer stopped accepting payments, when the new servicer began accepting them, and the payment instructions and contact details each gave you. Regulation X generally requires the notices to explain the effective date and payment transition. The CFPB’s mortgage servicing transfer rule and its model transfer notice set out the relevant information.
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Compare the instructions with the disputed transaction: the date, amount, payment method, destination, and loan or account number you used. The transfer generally changes who handles servicing, not the underlying loan terms, apart from servicing-related terms.
Preserve proof and contact both servicers
Save the bank debit or cleared check, electronic payment confirmation, any returned-payment notice, transfer letters, account screenshots, statements, and messages or call notes. Keep copies of letters and proof of delivery. These records help you describe the transaction precisely; no single document is a prerequisite to asking the servicer to investigate.
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Contact the former servicer and the new servicer promptly. Ask the former servicer whether it received the payment and whether it forwarded or returned it. Ask the new servicer whether it received the funds, when they were received, and how they were posted. Request written confirmation and keep a record of the date, representative, and response for each contact.
If the account shows a late fee, delinquency coding, or payment credited to the wrong installment, identify the specific entry and ask for it to be corrected if the trace confirms an error. Do not assume the dispute pauses later installments: continue checking the account and statements, and follow the servicer’s payment instructions for future payments.
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Know the 60-day protection for payments sent to the former servicer
For 60 days beginning on the transfer’s effective date, if the former servicer receives a payment on or before its due date—including any grace period allowed by the loan documents—the payment may not be treated as late for any purpose. The former servicer must promptly either forward a payment it received to the new servicer for application or return it to the payer and notify them of the proper recipient. These protections appear in Regulation X, § 1024.33.
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The protection has limits: it depends on when the transfer took effect and whether the former servicer received the payment by the applicable due date. It does not establish that every returned payment is excused, decide whether your payment method complied with the servicer’s written requirements, or remove the obligation to make later installments.
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Send a written notice of error if the account remains wrong
Regulation X treats certain payment problems as servicing errors, including failure to accept a conforming payment, failure to apply an accepted payment correctly to principal, interest, escrow, or other charges, and failure to transfer servicing information accurately and on time. A written notice gives the servicer a formal opportunity to investigate. The requirements and procedures are in the CFPB’s error resolution rule, § 1024.35.
Include your name, information that lets the servicer identify your loan, and a clear description of the error. State the payment date and amount, how you sent it, whom you intended to pay, what happened, and what correction you want. Attach copies of relevant proof if available. Send the notice to the servicer’s designated address for notices of error, if it has provided one; check the transfer notice, periodic statement, or servicer website. A payment coupon or another payment form supplied by the servicer does not have to be treated as a notice of error.
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Keep the notice focused on the disputed payment. For example, state whether it was returned, not credited, or credited to the wrong month, then ask the servicer to investigate and correct the account entry, fees, or delinquency record that resulted from that error.
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A separate request for information can help establish what happened. Ask for specific records related to the disputed period, such as the transaction history, payment receipt and posting dates, how the payment was applied, and transfer or return details. Identify yourself and the loan, and send the request to any address the servicer designated for information requests. The CFPB’s request-for-information rule, § 1024.36, explains the process.
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A request for information is for records or account details; a notice of error asserts a servicing mistake and asks the servicer to investigate or correct it. One concise submission can clearly do both, but identify the alleged error and the specific information sought so the servicer can evaluate each part.
| Route | What to include | Purpose | Usual response timing |
|---|---|---|---|
| Notice of error (§ 1024.35) | Your name, loan-identifying information, and the specific servicing error | Investigation and, if warranted, correction | Generally 30 business days for most errors; a properly explained 15-business-day extension may apply |
| Request for information (§ 1024.36) | Your name, loan-identifying information, and the particular records or information requested | Obtain specified account or transfer details | Generally 30 business days for most requests; a properly explained 15-business-day extension may apply |
Track deadlines and review the servicer’s response
For a notice of error or information request, the servicer generally must acknowledge receipt within five business days, excluding Saturdays, Sundays, and legal public holidays. For most notices of error, it generally must correct the error or explain why it believes no error occurred within 30 business days. A 15-business-day extension is possible if the servicer gives written notice of the extension and its reasons before the original deadline. Most information requests have a 30-business-day response period and may also qualify for a timely explained 15-business-day extension. Requests to identify the loan’s owner or assignee have a separate 10-business-day deadline. The specific rules and exceptions are in § 1024.35 and § 1024.36.
If the servicer concludes no error occurred, its response must give the reasons and explain your right to request the documents it relied on. After you request those documents, copies generally must be provided without charge within 15 business days, subject to confidentiality, privilege, and other exceptions.
Escalate urgent consequences
Regulation X’s error-resolution process has exceptions, including for some duplicative, overbroad, or untimely submissions, so make the notice specific and keep proof that you sent it. If a foreclosure, credit-reporting, or other urgent consequence is involved, consider contacting a qualified housing counselor, attorney, or relevant regulator. The federal rules explain servicing procedures; they do not determine the outcome of an individual account dispute.
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