You can send a Qualified Written Request (QWR) requesting an explanation. Be sure you have followed the instructions for submitting your mortgage payment. If you are current on your loan, and yet the servicer refuses to accept your payment, then you can also file a complaint with the CFPB online or by calling 1-855-411-CFPB (2372).

If you’ve gotten behind, servicers are not generally required to accept payments that do not equal at least one monthly payment, but you can call the servicer, explain that you’re trying to get current, and ask if they will accept your payments or work with you on a repayment plan or loan modification. You can also call the CFPB at 1-855-411-CFPB (2372) to be connected to a U.S. Department of Housing and Urban Development (HUD)-approved housing counselor who can help you understand your options.