What to do
Ask specifically for the loss mitigation or home retention department — not general customer service. Tell them you want to avoid foreclosure and need a full review of every option available.
What to say
"I'm calling about a mortgage hardship and I need to speak with the loss-mitigation or home-retention department. I want to avoid foreclosure and I need a full review of every option available on my loan. Please tell me: the current status of my loan, whether a foreclosure case has been filed, whether a sale date is scheduled, what documents you still need, who owns the loan, and whether the loan is FHA, VA, USDA, Fannie Mae/Freddie Mac, or portfolio-held. I also need written confirmation of any deadlines and whether my package is complete."
Have ready before calling
- Loan number and property address
- Social Security number
- Most recent mortgage statement
- All notices received to date
Before hanging up, get
Rep's name, employee ID, a confirmation number, and ask what happens next. Ask for confirmation in writing that any hold or pause is actually entered in the system.