Reverse Mortgage Contact Information: How to Update It

You changed your phone number, but your loan company still has the old one. Updating your reverse mortgage contact information helps you keep track of letters and calls about your loan.

Start with the company that handles your loan, then check that each change saved. You can use the steps below whether you keep paper records or manage your account online.

Who Handles Your Reverse Mortgage Contact Information?

Your loan servicer is the company that handles your loan after closing. It sends statements and answers questions about your account, and it may be different from the lender that helped you get the loan.

Look at a recent statement you already trust to find that company’s name. Use the phone number or website shown there to ask about updates. Keep the statement beside you while you call, so you can check details.

• Ask whether you reached the team for your current loan, then explain which contact details you need to change.
• Ask how the company checks your identity before making changes.

If a different company now handles the account, read our guide to a reverse mortgage servicer change. Confirm that change before sending your personal details to a new address.

What Should You Gather Before Making the Change?

Set aside your recent statement and a short list of the changes. Write down your old details and the new ones you want saved. You do not need to send that whole list through an ordinary email.

Check spelling, apartment numbers, and any small detail that could send mail elsewhere. If you have a new email, make sure you can open it first; a simple test message from someone you trust can help you check.

• Your current phone number and the number being replaced.
• Your new email address, spelled out clearly.
• The full mailing address you want the company to use.
• A question about when and how each change will take effect.

Keep this list private with your loan papers, and share only what the company asks for through its verified process.

How Do You Update Reverse Mortgage Contact Information?

Ask the company which method it accepts for each change you need. It may direct you to an online account, a form, or another process. Follow its current steps rather than guessing from an old letter.

1. Reach the company through contact details you already trust.
2. Complete its steps to confirm your identity.
3. Name the old detail and the new one that replaces it.
4. Ask whether you must sign or send anything else.
5. Ask how you will know the update is complete.

If you use an online account, look for a saved message or confirmation. A typed change may still need a final save or another step. Before you leave the page, read the instructions and note anything still unfinished.

What Should You Check When Your Phone Number Changes?

Think about how you use the old number, beyond receiving calls from people. Ask whether it is used for sign-in codes or alerts, and check those settings before giving up the old phone.

If the old phone is already gone, explain that when you call. Ask how to confirm your identity without a code sent to that number. Avoid asking someone else to receive private account codes for you.

• Confirm which phone number will be used for account calls.
• Ask whether alert settings need a separate update.
• Check whether another borrower’s contact details also need attention.

Repeat the new number slowly and ask the person to read it back. Keep a note of what changed and what still needs your attention.

What If You Want Letters at a Different Mailing Address?

Your mailing address and the home tied to your loan are different details. You might want mail at a post office box while staying at home. Tell the company exactly which address you are asking it to change.

If you have also moved or plan to leave, explain that separately. Explain your living plans clearly, and ask how they affect the loan before relying on mail forwarding.

Keep any notice about proving that you live in the home. Updating where mail goes does not answer the questions on that notice.

How Can You Check a New Email Address Safely?

A new email address is useful only if you can open it reliably. Sign in yourself, check its spelling, and keep its password private; ask the loan company how it confirms an email change and sends account messages.

Ask whether changing your email also changes how you receive statements or other notices. Do not assume that saving an address signs you up for paperless mail. Read any choices about paper delivery before agreeing to them.

• Check the new inbox for a confirmation you were told to expect.
• Look in the junk folder if that message has not arrived.
• Call through your trusted number if the message asks for something unexpected.

Keep reading paper letters during the change. A working email does not tell you whether every type of notice has moved online.

How Do You Know the Company Saved the Update?

Ask for confirmation of each detail, rather than one broad answer about your account. The phone number might be right while the mailing address still needs work, so write down what was confirmed and the date you checked it.

Ask where you can see the saved details, such as your online profile. Ask when a change should appear on future mail and who handles follow-up. Use the answer to choose a sensible date to check again.

• Save any confirmation the company provides.
• Keep the date and method you used to submit the update.
• Note any extra form or identity check still needed.
• Ask about old details if they appear on later correspondence.

A delivered form shows that you sent something; it does not confirm the change saved. Keep your question open until the company gives you a clear answer.

What Could a Simple Follow-Up Look Like?

Here is a made-up example of how you might track a change. You replace your phone but keep the same home and mailing address, then call the loan company using the number on your statement.

The person you reach explains how to update your number and account alerts. You complete those steps, then ask how to check that both changes saved. Later, you compare the saved phone number with your own notes.

I asked to replace my old phone number with my new one. Please confirm the number for account calls and explain whether sign-in codes need a separate change.

Use your own words when you call, and keep account numbers out of public messages. If only one setting changed, ask about the other one specifically. The useful record is a short list of completed steps and open questions.

Can Your Son or Daughter Help With the Update?

You can ask someone you trust to sit with you during the call. They can read small print, take notes, or help you check an email. Choose the help you want while keeping control of your own account.

Ask the company what permission it needs before speaking with your helper. Do this before asking it to discuss your account with someone else, and keep your passwords and sign-in codes private.

• Agree on the exact contact detail you want changed.
• Let the homeowner explain what they want done.
• Write down any permission form the company requests.

A shared household task does not settle who can sign on another person’s behalf. For legal questions about that authority, talk with an attorney.

What If Letters Still Go to the Old Address?

Find your earlier confirmation and contact the company through its verified number again. Give the date of your request and describe what still looks wrong, then ask it to check the mailing details on the account.

Tell the company which letter you received and the date printed on it. Ask whether it was prepared before or after the change took effect. Do not assume why an old address appears before asking that question.

• Confirm the full new address, including any unit number.
• Ask whether another step remains unfinished.
• Request copies of important letters you may have missed.
• Keep a note of the next check you agreed on.

Read any letter with a deadline and ask what response is needed now. For help finding entries on a statement, use our guide to reading your reverse mortgage statement.

Do Your Loan Duties Change When Your Contact Details Change?

For a Home Equity Conversion Mortgage (HECM), the home must remain your main home. You must pay property taxes, homeowners insurance, and any homeowners association dues. You must also keep the home in good repair.

The Consumer Financial Protection Bureau’s guide to borrower duties (PDF) explains these ongoing responsibilities. Missed duties can lead to foreclosure, which means you could lose your home.

The loan generally becomes due when the last borrower dies, sells, or stops using the home as their main home. Some spouses who are not borrowers may have protections that affect when repayment is due.

• Explain a planned move directly to the company handling your loan.
• Ask about a long stay elsewhere, including for medical care.
• Keep responding to account notices while contact updates are pending.

The bureau’s guide to when repayment is due (PDF) explains how a move or healthcare stay can matter. Changing where letters go does not resolve a change in where you live.

The Bottom Line

Keep your reverse mortgage contact information current by checking each change with your loan company. Save the confirmation, read later mail, and follow up if old details remain. Explain any change in where you live as a separate question when you call the company about your account.

If you are considering a new HECM, you must first complete counseling with an approved housing counselor. The United States Department of Housing and Urban Development (HUD) provides information on finding a reverse mortgage counselor.

For new-loan planning, explore our reverse mortgage calculator, then call 855-212-9114. No pressure. No obligation.