Servicer transfers
My loan got sold to a new servicer and they lost my payment. Now what?
The short answer: first, breathe: when your loan transfers, federal rules give you a 60-day grace period — the new servicer cannot charge you a late fee if you sent the payment to the old servicer on time. Second, assemble proof from both sides. Lost payments in transfers are a paperwork problem, and paperwork problems are solvable.
The 60-day rule that protects you
When servicing transfers, federal mortgage rules give you a grace period of about 60 days from the transfer date. During that window, if you sent a timely payment to the old servicer, the new one can't treat it as late or charge a late fee. This is the single most important fact in a transfer mess — and servicer representatives sometimes "forget" it.
Why payments go missing in transfers
- The old servicer forwarded the payment late or to the wrong account.
- The new servicer applied it to the wrong loan (common with common names).
- The payment is sitting in a suspense or unapplied account — which is legal but must be resolved →
- Auto-pay didn't carry over — new servicers almost never inherit your old autopay setup.
Your proof-of-payment kit
- From the old servicer: confirmation the payment was received, the date, the amount, and where it was forwarded.
- From your bank: the cleared check image or the ACH confirmation with the date and recipient.
- From the new servicer: a full payment history showing what's applied and what's missing.
- Send it all in writing to the new servicer as a formal notice of error: "My payment of $[amount] on [date] is missing. Investigate and correct." That triggers their duty to investigate and respond, generally within about 30 business days.
Mortgage rules vary by loan type, servicer, and state. Check your own loan documents and official federal resources, or talk to a licensed professional, before acting.