Mortgage servicer: what they do, your rights, and how to resolve problems
Your mortgage servicer is the company that collects your payments, manages your escrow account, and handles requests like forbearance and payoff quotes — even if they did not originate your loan. This glossary entry covers servicer responsibilities, your RESPA rights, and how to handle disputes.
The company you pay your mortgage to is your servicer — and it may not be the lender who gave you the loan. Servicers manage your day-to-day mortgage account, handle escrow, process payment requests, and are your first point of contact if financial hardship arises. Knowing your rights under federal law can save you from errors, unexpected fees, and servicing mistakes.
A mortgage servicer is the company that manages the ongoing administration of a mortgage loan after it is originated — collecting payments, managing escrow accounts, handling borrower requests, and executing loss mitigation options. Servicers may own the loans they service, but often service loans on behalf of investors (Fannie Mae, Freddie Mac, Ginnie Mae, or private investors).
What servicers are responsible for
Collect monthly P&I, escrow, and any other charges; apply payments in the correct order; send monthly statements
Collect monthly escrow, pay property taxes and insurance on time, conduct annual escrow analysis, notify of changes
Respond to payoff requests, payment histories, escrow statements, and ownership verification within RESPA timelines
Offer forbearance, repayment plans, loan modifications, deed-in-lieu, or short sale options when borrowers face hardship
Investigate and correct payment application errors, escrow miscalculations, and fee disputes through the NOE process
Report payment history to credit bureaus; must not report as delinquent during active error investigation period
Your key RESPA rights as a borrower
External references
- CFPB — What is a mortgage servicer?
- CFPB — How to submit a Notice of Error
- CFPB — Request for Information guide
- CFPB — Servicing transfer: what to do
- CFPB — Mortgage relief options by loan type
- HUD — Approved housing counselors directory
Common questions
What is a mortgage servicer?
A mortgage servicer is the company responsible for collecting monthly mortgage payments, managing escrow accounts (taxes and insurance), handling borrower inquiries, and processing loss mitigation requests (forbearance, modifications, short sales). Your servicer may be different from your original lender — most mortgage loans are sold on the secondary market, and servicing rights are often sold separately. The CFPB mortgage servicer guide explains the servicer role and your rights.
Can my loan be transferred to a different servicer without my consent?
Yes — your loan can be sold or transferred to a new servicer at any time. The servicer must notify you at least 15 days before the transfer with the new servicer's name, address, and payment instructions. You have a 60-day grace period from the transfer date during which late fees cannot be charged if a payment was sent to the old servicer. The CFPB servicing transfer guide covers what borrowers should do when a transfer notice arrives.
What are my rights if my servicer makes an error?
Under RESPA, you can submit a written Notice of Error (NOE) to your servicer's designated error resolution address. The servicer must acknowledge within 5 business days and provide a substantive response within 30 business days (extendable to 45 with notice). During error investigation, the servicer cannot report a delinquency to credit bureaus for the disputed amount. The CFPB Notice of Error guide includes a template letter and explains the response timeline.
How do I request information from my servicer?
You can submit a written Request for Information (RFI) under RESPA — for example, requesting a payment history, escrow account statement, or owner-of-record for your loan. The servicer must acknowledge within 5 business days and respond within 30 business days. The RFI must be sent to the servicer's designated request-for-information address (often different from the payment address). The CFPB Request for Information guide explains the process and your rights.
What happens if I can't make my mortgage payment?
Contact your servicer immediately — most offer hardship options before your account becomes delinquent. Options include forbearance (temporary payment pause or reduction), repayment plans, loan modifications, and in some cases deferral of missed payments to the end of the loan term. Under the CARES Act framework for federally backed loans (FHA, VA, USDA, Fannie, Freddie), servicers must offer forbearance without documentation of hardship. The CFPB mortgage relief guide lists options by loan type.
Who regulates mortgage servicers?
Mortgage servicers are regulated at both the federal and state level. Federally, the CFPB enforces RESPA, Regulation X (servicing), and the Fair Debt Collection Practices Act for third-party servicers. HUD oversees FHA servicers; VA oversees VA loan servicers. State banking departments and attorneys general also license and regulate servicers. File complaints with the CFPB complaint portal or with your HUD-approved housing counselor for guidance on servicer disputes.
Understand your monthly statement on the mortgage statements guide — or read how escrow works in the escrow glossary entry.