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Requesting information from your mortgage servicer
New federal mortgage servicing rules require servicers to provide you with information you
request related to the servicing of your loan. An information request allows you to get useful
information about your account or copies of documents that you may have misplaced.
If you need information from your servicer, you can:
Call your servicer. They may be able to help you over the phone. See your monthly
mortgage statement or coupon book for the phone number.
Write a letter. If your servicer was unable to provide you information over the phone, you
may have additional protections if you write your servicer a letter.
Submitting a letter:
Include your name, property address, and mortgage account number.
o Use the name that is on your mortgage and include your spouse or other co-
borrower if they are on the mortgage.
Do not write your letter on your payment coupon or other payment form you get from your
servicer.
Send the letter to the proper address. A servicer may use a special address for borrowers
sending information requests. This can be found on your monthly mortgage statement or
coupon book or on the servicer’s website. You can also call your servicer and ask them for
the proper address. Note that the proper address for information requests may be different
from the address to which you send your monthly payments. Be sure to use the proper
address for information requests.
Examples of information requests might include:
o I recently changed hazard insurance companies. Can you confirm that you have
received an updated homeowner’s insurance policy from XYZ Insurance Company?
o I am doing my taxes and have misplaced the annual statement showing the total
amount of mortgage interest paid during the year as reported to the IRS. Can you
please send me another copy?
o I have an adjustable rate loan. Can you please tell me when it is scheduled to adjust
next?
A servicer does not have to investigate your request for error resolution if:
o The request is overly broad,