Testing. MortgageAssist rings only the owner's test phones, for both the mortgage company and the homeowner. No mortgage company is called.
We'll wait on hold with your mortgage company. You talk.
MortgageAssist calls them, gets through the phone menu and waits on hold. Keep this page open to see where things stand. When a person picks up, we ring you and connect you.
Then everyone hears that the call may be recorded and is asked to press 1 to agree. Recording starts only after everyone says yes. You do all the talking.
What to say
Built from your answers. This is a script, not legal advice.
Fill in the blanks. They show in the script below as [brackets].
What to have ready
- Your loan number and your last statement.
- A pen and paper, or this page open, for the name, date and what they promise.
- Your phone nearby. When a person picks up, you have about 30 seconds to answer.
About recording
When the call connects, everyone hears: "This call may be recorded so there's a record of what was said. Everyone on the call must agree. Press 1 to agree, or 2 to continue without recording."
If anyone presses 2 or doesn't answer, the call goes on without recording and nothing is kept.
A recording is kept privately for you. Only you can play it or delete it.
Your phone
By adding your number, you agree MortgageAssist may call it, including automated calls, about the calls you start. You don't have to agree to use MortgageAssist.
By checking this box, you agree MortgageAssist may send automated texts to this number about the calls you start, such as when you’re on hold or a call ends. Usually 1 or 2 texts per call. Message and data rates may apply. Reply STOP to stop, HELP for help. You don’t have to agree to use MortgageAssist. About our texts · Privacy
When the call connects, everyone hears that it may be recorded and is asked to press 1 to agree. Recording starts only if everyone agrees. MortgageAssist never speaks for you and never gives your account details. The person who picks up hears a short recorded hello saying you're joining.
Confirm your number above first.
Your calls
We're on it
- Getting through the phone menu
- On hold. Keep your phone close.
- A person picked up. Ringing you now.
- Asking everyone for permission to record
- You're connected
We'll ring you now and connect you. You press through the menu and wait on hold yourself.
What did they tell you?
Write it down while it's fresh. Then get it in writing: a phone promise isn't proof until they put it on paper.
Recorded, with everyone's OK
Not recorded. Someone said no or didn't press 1, so nothing was kept.
Now get it in writing
Confirm what they told you
This letter asks them to put what they said in writing. Once they get it, most companies have 5 business days to say they got it and 30 to answer. Mail it to the address on your statement for letters like this.
The rule
For a covered formal request, your mortgage company generally has 5 business days to acknowledge it and 30 to answer. The usual answer period can be extended by 15 business days with timely written reasons. Owner or assignee identity requests have a 10-business-day answer limit. Use the designated request address; exceptions apply. Business days here exclude Saturdays, Sundays and legal public holidays (12 CFR 1024.36(b)–(f)).
Ask for their recording of this call
You can request a recording your mortgage company can retrieve through reasonable efforts in its ordinary business. A recording may not exist or be available (12 CFR 1024.36(d)(1)(ii), official interpretation).
Each PDF adds a mailing sheet. Send it by Certified Mail with an electronic return receipt and keep the receipt.
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