How to File a CFPB Complaint Against Your Mortgage Servicer

The Consumer Financial Protection Bureau (CFPB) is a federal agency with authority over mortgage servicers. If your servicer has violated servicing rules — dual tracking, failing to respond to loss mitigation applications, applying payments incorrectly, charging unauthorized fees, or failing to provide required notices — you can file a complaint with the CFPB. The process is free, takes about 15-30 minutes, and often produces results faster than private litigation.

The complaint process starts at consumerfinance.gov/complaint. You'll select 'Mortgage' as the product and then identify the specific issue: applying for or obtaining a loan modification, struggling to pay the mortgage, or dealing with the foreclosure process. You'll provide your loan number, a clear factual description of what happened, dates and names if you have them, and what you want the servicer to do to resolve the problem.

After you file, the CFPB forwards your complaint to the servicer and tracks the response. The servicer generally must respond within 15 days (or 60 days for complex complaints) and must address every issue you raised. The CFPB publishes complaint data publicly, which creates additional accountability — servicers care about their complaint volumes and resolution rates. In many cases, a well-documented CFPB complaint gets the servicer's attention faster than repeated phone calls.