Once you have a mortgage, you want to know that your loan servicer will respond to your inquiries or requests. Unfortunately, that’s not always the case. Thousands of complaints are filed against mortgage lenders every year for lack of communication and/or help with their situation.

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If you are in a mortgage lender runaround situation, what you can do? Luckily, the law has your back and as long as you take certain steps, you should see a resolution to your problem.

THE LAW IS ON YOUR SIDE

Once you make a formal request or complain to a lender, the lender has 30 days to respond. If they fail to respond and you have followed up, you can file a complaint with the Consumer Financial Protection Bureau. The CFPB then works on your behalf to get to the bottom of the problem. They will first investigate the issue and then send a request to the lender electronically. There will be a deadline that the lender must respond by or they will face even more consequences.

The CFPB stays in contact with you and the lender until a resolution has been found. This doesn’t mean you’ll get your answer fast or even within 30 days, but you will get an answer one way or another. Once you involve the CFPB, they stay involved until you are satisfied with the outcome.

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ASK FOR THE HIGHER UPS

If you feel as if you are getting the runaround, stop dealing with the agent in the customer service center in another country. Instead, ask to talk to a manager. Once you get the manager, state your case, and see where it gets you. If you aren’t satisfied with the answer or lack of response time, you can keep moving up the chain of command until you get the answers you need.

GO FOR THE BIG THREATS

If you still can’t get the answers you need, contact your state’s Attorney General. You can also use your state’s banking commission. These professionals will work on your behalf to get to the bottom of the issue. This will most definitely have your lender moving at a much faster speed as no one wants the attention of either office. It’s in their best interest to resolve the issue quickly and in a manner that is fair for everyone involved.

If you have an issue with your mortgage loan, don’t accept the lender runaround. If your 30 days have passed, it’s time to get some reinforcements to get the help you need. Your lender is bound by the law to properly manage your case. If they aren’t doing what they are supposed to, they must be held accountable for their actions.