Free guide

What should I write down when I talk to my mortgage servicer?

After every call, write down the date and time, the person's name, what you asked, what they said, and anything they promised. For every document you send, keep a copy, the date, and the tracking number. A simple log like this can protect your rights if something goes wrong. A printable template is below.

By Guillermo Serafin, broker and owner of Serve First Realty. Updated October 2026.

Why keep a log?

  • Servicers lose papers. Your log and tracking numbers show what you sent and when.
  • Your protections often depend on dates, such as when your complete application arrived. Proof of those dates matters.
  • A promise on the phone is easy to forget or deny. A written note with a name and date is harder to ignore.
  • If you need a housing counselor, attorney, or regulator later, your log helps them help you faster.

The California Department of Real Estate gives the same advice: put things in writing when you can, write down every call, and keep every document and delivery receipt.

What to record after every call

  • The date and the time of the call.
  • The phone number you called.
  • The name of the person, and their ID number or department if they give one.
  • Whether this person is your single point of contact. California law gives you one when you ask for help.
  • What you asked for.
  • What they told you, in their words if you can.
  • Any promise, such as "we will call you back" or "the sale is postponed."
  • Any deadline they gave you, and any document they asked for.
  • A reference or ticket number for the call.
  • Your next step and the date you will do it.

Ask them to put any important promise in writing. A pending review or a promise on the phone is not a stopped sale. Always check a postponement with the trustee.

What to record for every document you send

  • The date you sent it.
  • What you sent. List every page.
  • Where you sent it: the address, fax number, or upload site.
  • How you sent it, and the tracking number.
  • The date it was delivered, and who signed for it if anyone did.
  • A copy of everything you sent. Never send your originals.

What to record for every letter you get

  • The date on the letter and the date you got it.
  • Who sent it: your servicer, the trustee, a new servicer, or someone else.
  • What it says in one sentence.
  • Any deadline or sale date in it. Put that date on your calendar right away.
  • Keep the envelope. It can show when the letter was mailed.

Printable call log template

Print this page, or copy these lines into a notebook. Use one entry for each call.

  • Date and time:
  • Number I called:
  • Person's name and ID:
  • Department:
  • What I asked:
  • What they said:
  • What they promised:
  • Deadlines or papers needed:
  • Reference number:
  • My next step and date:

Printable document tracker template

Use one entry for each package or letter you send.

  • Date sent:
  • What I sent:
  • Sent to:
  • How I sent it:
  • Tracking number:
  • Date delivered and signed by:
  • Servicer said it was received on:

Tips that make your log stronger

  • Write your notes right after the call, while you still remember.
  • Keep everything in one folder, in date order.
  • Stay calm and polite. Your notes may be read by others later.
  • If your servicer breaks the rules, read how to complain about your servicer.
  • Getting ready to apply? Use our loan modification checklist.

General information, not legal advice. Sources: California Civil Code sections 2923.6 and 2923.7; California Department of Real Estate, Loan Modification Self-Help Guide (RE 21, May 2020).

Email me a copy of this guide

Optional: choose how Serve First Realty may contact you

All three boxes are optional. We will email your guide even if you leave every box blank. You may choose any, all, or none.

Your information: Serve First Realty uses your name, email address, guide choice, language, and email records to send your guide and check its delivery and use. Netlify sends your request to GoHighLevel, which creates a contact record and sends the guide. These emails track opens and link clicks. You can read this guide on this page without using the form.

We send guide follow-up and promotional emails only if you check the email box and have not withdrawn that permission. If you choose emails, we may use email open and click records to help decide whether, when, and what follow-up or promotional emails to send you. An open or click does not give new permission. Calls and texts require their own checked boxes. We will email your guide even if you leave every box blank. We do not send your guide request or email activity to advertising platforms. We keep records under the retention rules in our Notice at Collection and Privacy Policy. You can withdraw a choice at any time.

Optional phone contact: If you choose calls or texts, we also collect your phone number and a record of that choice. We send this information to GoHighLevel to manage the contact you chose. Calls and texts may include offers for Serve First Realty’s real estate and paid mortgage-help services. We do not use a phone number entered on this guide form for marketing calls or texts unless you choose that type of contact. Your email choice does not give phone permission. We keep limited consent and opt-out records to respect your choices and meet legal duties.

IMPORTANT NOTICE

Serve First Realty is not associated with the government, and our service is not approved by the government or your lender.

Even if you accept this offer and use our service, your lender may not agree to change your loan.

Asking for a guide or giving contact permission does not stop foreclosure or extend a deadline.

Tired of going in circles with your servicer? Talk to us.

A free call can help you sort out what you have and what to do next.

Book your free call See all free guides