Start with the right department and have your loan number ready
Your mortgage servicer is the company that collects your monthly payment — not necessarily the bank that originally lent you the money. When you call, you need to reach the department that handles loss mitigation or loan modification, not the regular payment line. Asking for "collections" or "customer service" will route you to someone who can only take a payment or read your account balance.
Before you dial, gather your loan number (on your statement), your current address, and the last four digits of your Social Security number. Have a pen ready. Write down the date, time, and the name of every person you speak with. If you are behind on payments or considering a change to your loan terms, this record becomes important later.
If you do not know your servicer's name, check your most recent mortgage statement — it appears near the payment instructions. You can also search your servicer's name plus "loss mitigation phone number" to find the direct line rather than the main customer service number.
Key Takeaways
- Call the loss mitigation or loan modification department, not the regular payment line, and always record the date, time, and representative's name.
- Explain your situation clearly — whether you are behind, facing a hardship, or exploring options — because servicers handle each situation differently.
- Ask what documents the servicer needs in writing, and request a case number and email address so you have proof of what was requested and when.
- If you disagree with a decision or feel you were not heard, ask to escalate to a supervisor and request written explanation of any denial.
- Keep copies of everything you send, and follow up in writing after every phone call to confirm what was discussed.
Explain your situation clearly so the servicer routes you correctly
When you reach loss mitigation, do not start with your payment history. Start with what you need. Are you behind and want to catch up? Are you facing a temporary hardship like job loss or medical bills? Are you interested in refinancing or changing your loan terms? Are you trying to avoid foreclosure? Each situation has a different path forward, and the servicer needs to know which one applies to you.
Be specific about timing. "I lost my job in March and missed April and May payments" is more useful than "I have been struggling." If you have already made partial payments or contacted the servicer before, mention that too. Servicers track this information, but stating it yourself prevents misunderstandings.
If you are calling because you received a notice — a late payment warning, a foreclosure notice, or a demand letter — have that document in front of you and read the key dates aloud. The servicer's system may show different information than what the notice says, and reading it directly prevents confusion.
Ask for what you need in writing, and get a case number before you hang up
At the end of the call, ask the servicer to send you a written list of documents they need. Do not rely on what you remember hearing. Request that they email or mail this list, and ask for a case number you can reference in future calls. Write down both when ready.
Common documents include recent pay stubs, tax returns, bank statements, and a hardship letter explaining why you fell behind or why you need help. Some servicers also ask for a completed process form. Ask whether they want originals or copies, and whether they prefer email, mail, or fax. Sending the wrong format or the wrong version wastes weeks.
Before you send anything, confirm the mailing address or email with the servicer directly. Do not use an address from an old letter or a website — servicers have multiple departments, and mail sent to the wrong one disappears. Request a confirmation that documents were received, and keep a copy of everything you send.
Know what options exist so you can ask about the right one
Servicers offer several paths depending on your situation. A loan modification changes the terms of your existing loan — extending the length, lowering the interest rate, or adding missed payments to the end. A forbearance pauses or reduces your payment for a set period (usually three to twelve months) while you recover. A repayment plan lets you add a portion of missed payments to your regular payment over time.
If you have significant equity and rates have dropped, refinancing replaces your loan with a new one, usually with better terms. Some servicers also offer short sale or deed in lieu of foreclosure if you cannot afford the home — these let you leave the property without a foreclosure on your record, though they still damage your credit.
You do not need to know all the details before calling, but asking "What options do I have given my situation?" is more effective than waiting for the servicer to suggest something. If the servicer mentions an option you do not understand, ask them to explain it in writing or direct you to a resource that breaks it down.
Follow up in writing after every conversation
Within one business day of your call, send an email or letter to the servicer summarizing what you discussed. Write: "On [date] I spoke with [name] about [your situation]. We discussed [what was discussed]. You requested [documents]. My case number is [number]. I will send [documents] by [date]." Keep a copy for yourself.
This step protects you because it creates a written record. If the servicer later claims you never mentioned something or never sent a document, you have proof. It also forces the servicer to correct you if they misunderstood — they may reply saying "Actually, we discussed a forbearance, not a modification," which clarifies the path forward.
If you are sending documents, send them the same way you confirmed with the servicer, and request a read receipt or confirmation. If sending by mail, use certified mail with return receipt so you know it arrived. Take a photo of everything before you send it.
Escalate if you are not getting answers or feel dismissed
If you call back and reach a different representative who contradicts what the first one said, or if weeks pass without a response, ask to speak with a supervisor. Be calm and factual: "I called on [date] and was told [X]. Today I was told [Y]. I need clarification." Supervisors have more authority to override decisions or expedite reviews.
If the servicer denies your request for a modification or forbearance, ask for a written explanation of why. The servicer must provide this under federal rules. Read it carefully — sometimes denials are based on incomplete information or a misunderstanding of your income. If you believe the decision was wrong, you can ask for reconsideration and provide additional documents.
If you feel the servicer is not working with you in good faith, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. You can also contact your state's attorney general or a HUD-approved housing counselor, who can sometimes intervene on your behalf at no cost.
Understand what happens after you reach an agreement
Once the servicer approves a modification, forbearance, or repayment plan, you will receive a formal agreement to sign. Read this document carefully — it states the new payment amount, the new due date, how long the arrangement lasts, and what happens if you miss a payment under the new terms. Do not sign anything that contradicts what you discussed on the phone.
If something in the agreement does not match what you were told, call the servicer and ask for clarification before signing. Once you sign, that document is the binding agreement, not the phone conversation. Keep the signed agreement in a safe place and refer to it if questions arise later.
After you sign, the servicer should send you a confirmation letter with your new payment details. If you do not receive one within two weeks, call and ask for it. This letter is your proof of the arrangement if a payment is misapplied or if a different department tries to start foreclosure proceedings.
Frequently Asked Questions
What if my servicer keeps transferring me between departments?
Ask the first representative for the direct phone number to loss mitigation before you hang up. Write it down and call that number directly next time. If you are transferred again, ask the new person for their supervisor's name and direct line. Servicers are required to have a loss mitigation department — you should not have to hunt for it.
Can the servicer deny me help if I am behind on payments?
No. Being behind does not disqualify you from a modification, forbearance, or repayment plan. In fact, many programs are designed specifically for people who are behind. However, the servicer will review your income and expenses to decide which option fits your situation.
How long does it take to get a decision?
Most servicers aim to make a decision within 30 to 45 days of receiving all required documents, though some take longer. Ask the servicer for a timeline when you submit your documents. If you do not hear back within that window, call and ask for a status update.
What if I disagree with the servicer's decision?
Request a written explanation of why you were denied. Review it carefully to see if it is based on incomplete information or an error. You can ask for reconsideration and submit additional documents. If you still disagree, you can file a complaint with the CFPB or contact a HUD-approved housing counselor for guidance.
Should I stop paying my mortgage while waiting for a decision?
No. Continue making payments if you can, even if they are partial. Stopping payments can hurt your credit and may be used against you in the servicer's decision. If you truly cannot pay, discuss this with the servicer — some programs account for temporary inability to pay.