What to do if…
your loan has been transferred to a new servicer and you are being told you are overdue

What to do now

1. Make a quick evidence folder.
   Save your last 2–3 statements, the transfer notice or notices, the overdue notice, your last payment confirmation, and bank proof showing the date, amount, and payee. Write down today’s date, the names of anyone you speak with, and what they told you.

2. Verify the transfer using trusted contact details.
   Use the old servicer’s official portal, the phone number from your last statement, or the verified website you already used before the transfer. Confirm:

   • whether servicing actually transferred
   • the effective transfer date
   • the new servicer’s name and official payment address or portal
   • the date the old servicer stopped accepting payments
   • whether your last payment was received or forwarded

3. Ask the new servicer for the overdue claim in writing.
   Ask for a full payment history, the current balance, the due date or dates they say were missed, how they applied your last payment, and every fee added since the transfer. Use secure message, email, fax, or mail where possible, and keep copies.

4. Check whether the disputed payment went to the old servicer on time.
   Compare the transfer effective date, your payment date, the due date, and any grace period shown in your loan documents or statement. If you paid the old servicer, send proof to both the old and new servicer and ask them to trace, forward, or apply the payment.

5. If this is a mortgage, raise the 60-day transfer protection if it applies.
   During the 60-day period beginning on the effective date of a mortgage servicing transfer, if the old servicer receives your payment on or before the applicable due date, including any grace period allowed by the mortgage documents, the payment generally may not be treated as late for any purpose just because it went to the old servicer. Ask the new servicer in writing to correct the account history, remove any late fee, and correct any late status or reporting tied to that payment.

6. If this is a federal student loan, verify the servicer through StudentAid.gov.
   Log in to your StudentAid.gov account and check the listed servicer. After the new servicer loads the loan, create or log in to the new servicer account using verified contact details, check whether auto pay or online payments need to be set up again, and ask about any payment history that has not transferred correctly.

7. If a debt collector is contacting you, use debt validation rights carefully.
   These rights apply to debt collectors, not every creditor or servicer. If a debt collector contacts you, they generally must provide validation information about the debt. If the amount is wrong, the debt is not yours, or you already paid, dispute in writing within 30 days of receiving the validation information and ask for verification. Keep copies and proof of delivery.

8. Check for credit report damage, then dispute errors with proof.
   Look for a new late mark, duplicate account, wrong balance, wrong status, or payment marked missing after the transfer. If you find an error, dispute it with each credit reporting company that shows it and also dispute it in writing with the company that supplied the information. Send copies, not originals, of your payment proof and notices.

9. Escalate if the account is still wrong.
   If the servicer keeps adding fees, cannot explain the overdue amount, or will not correct a transferred payment, submit a complaint to the CFPB for many consumer financial products. For federal student loans, use the Federal Student Aid complaint route.