What Happens If My Servicer Changes While I'm in the Middle of Applying for a Loan Modification?

Learn about your legal rights if a new company takes over the day-to-day administration of your mortgage while you're trying to get a loan modification.

If you’re in the middle of applying for a mortgage modification and your loan is transferred to a new servicer, you might be worried about what will happen to that application and whether you’ll have to submit another one. Fortunately, there are federal laws in place that require the old servicer to forward all of your application information and documentation to the new servicer to evaluate so you won’t have to redo it.

Read on to learn more about modifications and servicers, as well as what happens to a modification application when the servicer changes, and what you should do if (despite the federal requirements) the process doesn’t go smoothly.

Understanding How Mortgage Modifications Work

A mortgage modification is a permanent change to the terms of your mortgage loan. Often, a modification involves a reduction in the interest rate to make your monthly payments more affordable. The modification might also include one or more of the following changes to the loan:

  • extending of the length (the term) of the loan—for example, from 30 years to 40 years
  • reducing the principal balance, or
  • setting aside a portion of the unpaid balance as a “principal forbearance” that does not accrue interest and is due in a balloon payment when the loan term ends.

To get a modification, you must submit your application to your servicer. (For information about mortgage modifications and the difference between a modification some other loss mitigation options, see What's the difference between a loan modification, forbearance agreement, and repayment plan?)

Understanding Mortgage Servicers and Servicing Transfers

Mortgage servicers manage loan accounts. The servicer of your loan might be the bank that you got your loan from or it might be a separate company that the bank hired to manage your account. That company in turn might hire another party—a subservicer—to manage the loan. (Learn more about how mortgage servicing works.)

Servicer responsibilities. The servicer’s main responsibilities include processing your monthly mortgage payments, tracking your account balance, handling your escrow account (if you have one), and pursuing foreclosure if you fall too far behind in your payments. In addition, servicers also process mortgage modification applications from homeowners.

Servicing transfers. Transfers of loans among servicers are common. You’ll know if your loan has been transferred because you’ll receive notice from both the old servicer and the new one in the mail. Or you might get a combined notice.

Federal Regulations Protect Homeowners With Pending Modification Applications During Transfers

In 2014, federal mortgage servicing laws took effect, one of which requires servicers to implement policies and procedures to facilitate the transfer of information when one servicer hands a loan over to a different servicer.

Among other things, the law requires the previous servicer to send all relevant information and documentation related to a pending modification application to the new servicer. This means you shouldn’t have to reapply or resubmit any documentation, even if your servicer changes while you’re in the middle of applying for a loan modification.

Sometimes the Process Doesn’t Go Smoothly

But even with the federal laws in place, homeowners sometimes have had problems with their loan modifications as the result of servicing transfers.

For example, you could face one or more of the following common problems if your servicer changes while your modification application is pending.

  • Your modification application might get lost when the servicing rights are transferred.
  • The new servicer might ask for documentation that you already submitted to the previous servicer.
  • The new servicer might refuse to honor a modification that the previous servicer already approved.

What to Do If Your New Mortgage Servicer Makes an Error

First of all, you want to make sure you don't get lost in the shuffle during a servicing transfer if you're in the middle of applying for a loan modification. After you receive notice that your loan has transferred to a new servicer, it's a good idea to call the new servicer to let it know you applied for a loan modification with the old servicer (or are in the process of applying) just to make sure that the new servicer is aware of this fact. This also gives the new servicer the opportunity to let you know if you need to take any additional steps to complete the application.

In cases where there is a problem—like if your application got lost, the new servicer refuses to honor an existing agreement, or another error was made pertaining to your modification application—you should send a written “notice of error” to the new servicer. (Learn more in How to Dispute Errors Made by Mortgage Servicer.)

Talk to an Attorney

If the new servicer doesn’t correct the error, or if you're facing an upcoming foreclosure, consider talking to an attorney who can help you enforce your rights and figure out your next steps.

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