Can I Change My Mortgage Servicing Company?

No. You cannot choose or fire your mortgage servicer, because the company that owns your loan decides who services it, and it can sell the servicing rights without your consent. The only ways to leave a servicer are to refinance into a new loan or pay off the one you have. If the problem is how your current servicer handles your account, federal rules give you written tools that require it to respond and correct errors.

Who decides which company services your loan?

Your servicer collects payments, runs the escrow account for taxes and insurance, and handles loss mitigation (options such as a loan modification) if you fall behind. What loan servicing is explains the role in full. The owner of the loan, which may be your original lender or an investor that bought the loan, holds the right to service it or to sell that right to another company.

The CFPB has said that in the vast majority of cases consumers do not choose their mortgage servicer, and that servicing rights are frequently bought and sold among servicers. Federal rules do not give you a vote. They require notice instead: your old servicer generally must tell you at least 15 days before a transfer, and the transfer notice must state that the other terms of your loan are not affected. Your interest rate, balance, and payment schedule stay the same. What happens when your mortgage is sold or your servicer changes covers the notices and deadlines.

Can you pick your servicer before you close?

Not directly, but you can pick a lender that plans to keep servicing. Page 3 of every Loan Estimate has a "Servicing" line that says whether the lender intends to service your loan or to transfer servicing to another company. Under the Regulation Z commentary, that statement only has to reflect the lender's intent when it issues the Loan Estimate, so it is a plan, not a promise.

Before you choose a lender, take three steps:

1. Compare the Servicing line on each Loan Estimate. If two offers are close on rate and fees, the one that says "We intend to service your loan" is more likely to keep you with the company you picked.
2. Ask the loan officer whether the lender usually keeps servicing on loans like yours.
3. Check the servicer's track record. Which servicing companies rank best shows the 2026 J.D. Power satisfaction scores and how to look up a company's complaints with the CFPB.

What are your options after closing?

Refinancing to escape a servicer only makes sense if the new loan is worth taking on its own terms, such as a lower rate. Compare the new Loan Estimate's closing costs against what you save, and read its Servicing line, since the new lender can transfer servicing too. What it means to refinance explains how a refinance replaces your current loan.

To find out who owns your loan, send your servicer a written request, using the address it designates for information requests if it has one. RESPA, the federal law that governs servicers, requires it to give you the owner's name, address, and phone number within 10 business days after it receives the request.

How do you fix problems with the servicer you have?

Federal rules let you require a response even when you cannot leave.

1. Send a written notice of error. Include your name, loan number, and a description of the error. Covered errors include misapplied payments, a full monthly payment not credited as of the day it arrived when the delay causes a late fee or a negative credit report, escrow bills not paid on time, fees with no reasonable basis, and wrong payoff amounts. Send it to the address the servicer designates for errors, which can differ from the payment address; a servicer that lists contact addresses on its website must post this one there too. The servicer must acknowledge it within 5 business days and correct the error or explain in writing why there was none within 30 business days. It can take 15 more business days only if it tells you in writing, with its reasons, before the 30 days run out. A payoff error must be fixed within 7 business days.
2. Request information in writing. Using the same kind of designated address, you can ask for your payment history or other records, and RESPA bars the servicer from charging a fee to respond to a valid written request.
3. File a complaint with the CFPB. The CFPB sends it to the servicer, which generally responds within 15 days and, if its response is still in progress, gives a final response within 60 days. You then have 60 days to give feedback on the answer. How to complain to a government agency about a servicer lists the other agencies.
4. Go to court if the servicer still fails to comply. RESPA lets you sue a servicer that violates its servicing rules for your actual damages, up to $2,000 more if the servicer shows a pattern of violations, plus court costs and attorney fees.