Questions to Ask Your Mortgage Servicer

Your mortgage servicer is the company that receives your payments and manages your loan account. A prepared conversation can help you understand what information is available and what to ask next.

Questions about your account

What is the total amount currently due?
Can you provide a written payment history and itemized breakdown?
Are there fees, advances, or other charges included in the balance?
Who is the best department or single point of contact for my situation?

Questions about possible review options

Is there an application for loss-mitigation assistance?
Which documents are required, and when are they due?
How will I know whether my application is considered complete?
Will collection or foreclosure activity continue while information is reviewed?
How and when will a decision be communicated in writing?

Before ending the call

Write down the representative’s name and the date and time of the call.
Ask for a reference number and written confirmation of important instructions.
Repeat deadlines and document requests back in your own words.

Only your mortgage servicer can confirm your account balance, eligibility, deadlines, or approved options.

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