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Mortgage Errors: Sending a Written Dispute or Information Request

A phone conversation can explain a mortgage problem, but a clear written request creates a record of exactly what needs correcting. Identify the disputed transaction, attach useful evidence, and send the request to the address designated for this purpose. Understanding the request process also helps you track what should happen when a response does not arrive.

The questions below use selected Consumer Financial Protection Bureau guidance, adapted and organized by Fynoptic. Source links and the dates displayed by those sources are provided at the end.

How do I dispute an error or request information about my mortgage?

If you think your mortgage servicer has made an error or you need information about your mortgage loan, you can call or write a letter to your servicer. You may get more protections if you write a letter.

Your servicer may be able to help you over the phone. See your monthly mortgage statement or coupon book for the phone number. However, to guarantee yourself a timely written response, you should write to your servicer and send it to the address provided by the servicer for such requests.

Sample Letters

  • Sample letter to help you write your mortgage servicer to explain an error. This document also provides some additional information about disputing an error with your servicer.
  • Sample letter to help you write your mortgage servicer to request information. This document also provides some additional information about requesting information from your servicer.

If you submit a letter, remember:

  • To include your name, home address, and mortgage account number. Use the name that is on your mortgage.
  • To identify the error or information. Tell your servicer exactly what error you believe occurred, or what information you’re requesting.
  • Not to write your letter on your payment coupon or other payment form. You might not get the same protections.
  • To mail the letter to the right address. A mortgage servicer may use a special address for borrowers to send requests to correct errors or request information. You generally should be able to find this address in a notice from your servicer, on your monthly mortgage statement or coupon book, on your servicer’s website, or by calling your servicer. If your servicer uses a special address, you must send the letter to that address.

Tip:While you’re waiting for a response, you should continue making your mortgage payments as scheduled.

Your mortgage servicer’s response

Your mortgage servicer must send you a letter informing you that it received your letter within five days (not including weekends and legal public holidays) of receiving your letter. Generally, your mortgage servicer must respond with an answer to the error or information request within 30 days (not including weekends and legal public holidays).

If you’re disputing an error, your servicer can:

  • Correct the error and confirm the correction in writing
  • Investigate the error and provide you a written notice explaining why it has found that no error occurred and how you can find out more
  • Ask for additional information
  • Inform you in writing that it will seek an additional 15 days (not including weekends and legal public holidays) to investigate and respond to your notice of error

If the error you are writing about has to do with the servicer improperly starting the foreclosure process, moving for a foreclosure judgement or order of sale, or conducting a foreclosure sale, then generally the servicer must respond to your notice of error before the foreclosure sale.

If you’re requesting information, your servicer can:

  • Provide the requested information in writing
  • Search for the information and provide you a written notice explaining that the requested information is not available, and give you contact information for more help
  • Inform you in writing that it will seek an additional 15 days (not including weekends and legal public holidays) to respond to your request

If you have a problem with your mortgage, you can submit a complaint online or by calling (855) 411-CFPB (2372).

You can also reach out to a housing counselor. Use the CFPB's "Find a Counselor" tool to get a list of counseling agencies approved by the Department of Housing and Urban Development (HUD). You can also call the HOPE™ Hotline, open 24 hours a day, seven days a week, at (888) 995-HOPE (4673)

If you’re facing imminent foreclosure or have been served with legal papers, you may also need to consult an attorney.

What is a Qualified Written Request (QWR)?

A Qualified Written Request, or QWR, is written correspondence that you or someone acting on your behalf can send to your mortgage servicer. Instead of a QWR, you can also send your servicer a Notice of Error or a Request for Information.

You can send a QWR to request information about the servicing of your mortgage loan or to assert that the company has made an error. Make sure your QWR explains in detail what information you want, or why you think the account is in error.

When you send your servicer a qualified written request, make sure to send it to the correct address. It may be a different address than where you send your payments.

Your servicer must generally confirm it received your letter within five business days and respond with an answer within 30 business days.

  1. A QWR is just one way to notify your servicer of an error or request information from your servicer. You can also send your servicer a written Notice of Error or Request for Information.
  2. Your servicer is not allowed to charge a fee for responding to your QWR.

Can I send a Qualified Written Request (QWR), error dispute, or information request to my mortgage servicer no matter what kind of mortgage I have?

If you have a closed-end mortgage, your mortgage servicer is required to follow certain rules if you send one of these documents, however these rules are not relevant if you have a home equity line of credit.

With a closed-end mortgage (in which you receive the entire loan amount upfront and cannot redraw after that), your mortgage servicer is required to follow certain rules if you send a Qualified Written Request (QWR), notice of error, or request for information. However, your servicer isn’t required to follow these rules if you send one of these documents about a home equity line of credit.

Learn more about the best way to request information from or dispute an error with your mortgage servicer and how your servicer is required to respond to you.

If you have a problem with your mortgage, you can submit a complaint with the CFPB online or by calling (855) 411-CFPB (2372).

My mortgage servicer has not responded to a notice of error or information request that I sent. What can I do?

If you have a problem with your mortgage, you can submit a complaint to the CFPB.

Tip

Learn more about the best way to request information from or dispute an error with your mortgage servicer and how your servicer is required to respond to you.

Here are some possible red flags to keep in mind:

  • It’s been more than five days (not including weekends and legal public holidays) since your servicer received the notice of error or information request, and you haven’t received any communication from your servicer.
  • You received an initial written acknowledgement of your request, but it’s been more than 30 days (not including weekends and legal public holidays) since your servicer received the notice of error or information request, and you haven’t received any additional communications.

You can submit a complaint to the CFPB online or by calling (855) 411-CFPB (2372).

Sources and further reading

The CFPB source passages are U.S. government work in the public domain. Fynoptic has selected, organized, and adapted the material for this guide, including corrections identified through the additional sources listed above. Sources accessed October 27, 2026. This use does not imply agency endorsement or affiliation.

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