A single point of contact for a mortgage is a specific person or team at the servicer assigned to a borrower who is seeking an alternative to foreclosure. Under California's Homeowner Bill of Rights, a covered servicer must provide one on request, and that contact is responsible for keeping the borrower informed and the file moving.
If you are being passed from one representative to the next while a sale date approaches, call (415) 754-0115 to schedule your free consultation, or describe what is happening through our contact page.
Why California created the single point of contact rule
Before the Homeowner Bill of Rights, a frequent complaint was the runaround: a borrower would submit loan modification documents, call to confirm, and reach someone new who had no record of them. Documents were lost, deadlines passed, and foreclosures moved forward while the borrower thought they were under review.
The single point of contact rule, found in California Civil Code section 2923.7, was written to fix that. It applies to covered first-lien loans on owner-occupied homes, and it works alongside the state's limits on dual tracking.
What a single point of contact for your mortgage must do
The statute lists responsibilities. In general terms, the contact or team must:
- Explain the process for applying for foreclosure prevention alternatives and the deadlines for submitting documents.
- Coordinate receipt of all documents tied to the application and tell the borrower if anything is missing.
- Have access to current information about the borrower's loan and application status.
- Make sure the borrower is considered for all foreclosure prevention alternatives offered by or through the servicer.
- Have access to people with the authority to stop foreclosure proceedings when necessary.
A person or a team
The law allows the single point of contact to be a team of personnel, as long as each member knows the borrower's situation and current status. A servicer cannot satisfy the rule just by giving out a general customer service line.
How long the assignment lasts
The contact generally stays in place until the servicer determines that all foreclosure prevention alternatives have been exhausted or the borrower's account becomes current.
How to request a single point of contact
The right is triggered when the borrower asks for a foreclosure prevention alternative, such as a loan modification, forbearance, or short sale. In practice, putting the request in writing creates a record. Helpful steps include:
- Send a written request to the servicer's address for correspondence, asking that a single point of contact be assigned under California law.
- Write down the name, direct phone number, and email of the person or team assigned.
- Keep a call log with dates, times, names, and what was said.
- Send documents in a way that leaves proof, such as a portal upload receipt or fax confirmation.
What to put in the written request
A short letter is enough. It usually identifies the borrower, the property address, and the loan number; states that the borrower is requesting a foreclosure prevention alternative; and asks the servicer to assign a single point of contact and provide that contact's direct phone number and email. Dating the letter and keeping proof of delivery matters more than formal wording.
What to keep in your own file
Homeowners who keep organized records are in a much better position if something goes wrong. A simple folder with the application, every document submitted, every letter received, the call log, and copies of any recorded notices from the county recorder gives an attorney what is needed to review the servicer's conduct quickly. For homeowners in Pleasanton, Dublin, Livermore, and nearby cities, recorded notices can be checked with the Alameda or Contra Costa County recorder.
Federal servicing rules add a related protection called continuity of contact, which requires servicers to assign personnel to delinquent borrowers early in a delinquency. The two rules overlap but are not identical.
When the single point of contact fails
Problems still happen. Common ones include a contact who never returns calls, frequent reassignments with no file history, being told documents are missing after they were confirmed received, or no warning before a notice of trustee sale is recorded. When this happens, a follow-up letter that describes the specific failure and the dates involved keeps a clear record.
Why this matters legally
For covered loans, the Homeowner Bill of Rights allows a borrower to seek an injunction before a sale for material violations of certain sections, including the single point of contact rule, and to seek damages in some cases after a sale. Whether a particular failure is material depends on the facts, which is why records matter.
The Somal Law Firm handles foreclosure defense, loan modifications, and mortgage disputes for homeowners in Pleasanton, the Tri-Valley, and Alameda and Contra Costa Counties. Attorney Bob Somal can take over communication with the servicer, track what has been sent and received, and evaluate whether servicer conduct supports a stronger response. For more on servicer obligations, see our article on mortgage servicer violations in California.
Frequently asked questions
Does every mortgage servicer have to provide a single point of contact?
The California rule applies to covered servicers and loans, generally first mortgages on owner-occupied homes. Federal continuity of contact rules cover many mortgage loans as well, with their own exemptions. An attorney can review whether the protections apply to your loan.
Can I ask for a different single point of contact?
You can ask, and documenting why the current contact is not working is helpful. The servicer decides who is assigned, but repeated failures may be relevant if a dispute arises.
Does having a single point of contact stop foreclosure?
Not by itself. The contact manages the review. Separate rules limit a servicer from moving to a sale while a complete application is pending.
Can my attorney talk to the single point of contact for me?
Yes. With your written authorization, the servicer can communicate with your attorney about the loan and the application.
When you get in touch, we will review your servicer history, your application status, and any recorded notices, and explain what options fit your situation. Call (415) 754-0115 to schedule your free consultation, or use our contact page.
Attorney Advertising. This article is general legal information for Bay Area residents, not legal advice, and does not create an attorney–client relationship. Every situation is different — please consult a licensed attorney about your specific circumstances.