Cornerstone Retention Solutions · Homeowner Guide
Servicer Call Script & Call Log
What to say, what to write down, and how to keep a record the servicer can't dispute.
Calling your servicer is not a negotiation — it's a records exercise. The person answering the phone is reading from a script and logging notes on your account. Your job is to say the right words, get specific answers, and keep a log that matches theirs.
Before you dial: have your loan number, last two mortgage statements, a pen, and this page in front of you. Put the call on speaker so you can write. Expect to be on hold — call early in the morning, midweek, if you can.
The opening — use these exact words
You say"My name is [name], loan number [number]. I want to apply for loss mitigation. Please send me the loss mitigation application and note on my account that I requested it today."
The phrase "loss mitigation" matters. "I'm having trouble paying" can be logged as a general inquiry. "I want to apply for loss mitigation" is a request the servicer has to respond to.
The eight questions to ask every time
- "Who is the investor or owner of my loan, and what type of loan is it?" FHA, VA, USDA, Fannie Mae, Freddie Mac, and private/portfolio loans have completely different programs. This answer determines everything else.
- "How many payments am I behind, and what is the total amount to reinstate the loan today?" Ask for the itemized figure in writing.
- "Which loss mitigation options am I eligible for on this loan?" Then ask them to name each one.
- "Has a foreclosure referral been made, and is a sale date scheduled?" If yes, get the exact date and stop the call to get urgent help.
- "What documents do you need from me, and what is the deadline?"
- "How do I submit them, and how will I get proof of receipt?"
- "Do I have a single point of contact assigned? What is their name, direct number, and extension?" You're generally entitled to continuity of contact once you're delinquent.
- "Will you please send me written confirmation of everything we discussed today?"
Lines that work when you get stuck
If they say you don't qualify on the phone"I understand. I'd still like to submit a complete written application and receive a written decision, including the specific reason for any denial and my appeal rights."
If they say a document was never received"I sent it on [date] by [method], confirmation number [number]. Can you check the imaging queue and the document upload log, not just my account notes?"
If your file has gone quiet"My complete application was received on [date]. Regulation X requires an evaluation within 30 days of a complete application. What is the status, and who is the decision-maker?"
If a sale date is scheduled while your file is in review"I submitted a complete loss mitigation application on [date], which is more than 37 days before the scheduled sale. Please confirm the sale will be postponed while my application is under review, and escalate this to your loss mitigation supervisor."
If you're being talked in circles"I'd like to escalate this to a supervisor, and I'd like a reference number for this call before we hang up."
Never say these things
- Don't guess at income figures — an off-the-cuff number can conflict with your documents and stall the file.
- Don't agree to a payment plan on the phone before you've seen the amounts in writing and know you can make every payment.
- Don't say you plan to walk away or move out if you want to keep the home — it can change which options you're offered.
- Don't let a call end without a next step, a name, and a date.
After every call — do this within 24 hours
Send a short email or portal message summarizing the call: date, time, who you spoke to, what was said, what you were told to do next. You are creating a written record that is timestamped and hard to dispute. Keep a copy.
Call log
| Date / time | Name & ID of rep | What was said | Next step + deadline |
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If a call leaves you more confused than before, that's common and it isn't your fault. Forward your notes to info@cornerstoneretention.org and we'll help you read what you were actually told.
Getting nowhere on these calls? That is exactly when to hand it over. Call Cornerstone Retention Solutions at
(866) 299-5134, ext. 1 and we will take the escalation from here.