What to say to your mortgage servicer (script + the 10 questions that matter)

Calling your servicer can feel like a trap. It’s not—if you control the call. Script + questions:
Script opener: “I’m calling to discuss loss mitigation options due to a hardship. I want to keep the home if possible. Please note my file and tell me the next steps and required documents.”
Ask:

1. What is my exact delinquency status and total amount due?
2. Is there a foreclosure referral date or sale date scheduled?
3. What options are available right now: forbearance, repayment plan, modification?
4. Do you have a complete application checklist and a secure upload link?
5. Do you require a hardship letter and budget?
6. What income docs are acceptable (W-2, 1099, benefits, rental income)?
7. Will you consider escrow/insurance changes if that’s driving the payment?
8. What happens to fees during forbearance?
9. What is the timeline for review once submitted?
10. How do I escalate if I can’t reach my case contact? Take notes, get names + reference numbers. If you’re facing a sale date, consult an attorney in your state.