Prepare. Ask. Keep a record.
Prepare
Have your statement and a summary of what changed nearby.
Ask
Request the assistance requirements and proposed terms in writing.
Record
Save submission confirmations and notes from each conversation.
If you are worried about making a mortgage payment, the Consumer Financial Protection Bureau recommends contacting your mortgage servicer promptly. Use the contact details on your statement or another verified source.
Have a clear starting point
Have your statement nearby. Be prepared to explain what changed, whether the problem appears temporary or ongoing, and what payment you believe you can manage.
Ask about the process
- What assistance options can I be evaluated for?
- What documents are required, and how should I send them?
- How will I know my application was received and whether anything is missing?
- Where can I get the proposed terms and next steps in writing?
Keep a record
Write down the date, the representative’s name, and any reference number. Save letters and submission confirmations together. Ask for clarification before agreeing to terms you do not understand.
Further reading: CFPB: Options when you cannot pay your mortgage.