Prepare before you dial
Make the mortgage-servicer call more useful.
You do not need perfect language. You need a concise hardship explanation, a clear request, and a record of what was said.
Opening script
- “I am having trouble making my mortgage payment and want to understand every loss-mitigation option available for my loan.”
- “Please tell me the current status of the loan and whether any foreclosure sale is scheduled.”
- “What do you need for a complete application, and how will I know it is complete?”
Record the call
- Date, time, department, representative, and reference number.
- Exact documents requested and the delivery method.
- Every stated deadline, decision date, and follow-up date.
- What was promised about foreclosure activity. Ask for written confirmation.
Before hanging up
- Repeat your understanding back to the representative.
- Ask for the mailing address, upload route, and fax number if applicable.
- Ask when to call again and what to do if the documents are not acknowledged.