Guardian Mortgage Customer Service — Expert Guide for Borrowers

Overview: what guardian mortgage customer service does and why it matters

Mortgage servicing departments, including those branded as Guardian Mortgage customer service, handle the day-to-day administration of your loan: processing monthly payments, managing escrow accounts, producing payoff statements, handling loss-mitigation applications (forbearance, loan modification), and coordinating notices like annual escrow analyses and advances. Good customer service reduces the risk of erroneous late fees, incorrect escrow collections, and preventable foreclosure activity; poor service increases borrower stress and real financial cost.

This guide focuses on practical, documentable actions you can take when interacting with a servicer. It covers contact channels, the exact documents they will ask for, statutory timelines (RESPA/Reg X and QWR rules), common fee ranges and timelines for payoff statements, the typical content of escalation letters, and how to use regulatory complaint options such as the CFPB (phone: 855-411-2372; website: https://www.consumerfinance.gov).

How to contact Guardian Mortgage customer service and what to prepare

Start with the primary channels printed on your monthly mortgage statement: a specific customer-service phone number, secure online portal URL, and a mailing address (often a P.O. Box). When you call, have these items ready: your 10–12 digit loan number, property address, last 4 digits of your Social Security number, and the most recent mortgage statement. Having these reduces verification time and prevents repeated requests for the same documents.

Bring digital or paper copies of the six most-requested documents. These are frequently requested both for loss-mitigation and for simple account investigations: paystubs (most recent 30 days), bank statements (last 2 months), most recent federal tax returns (2 years), a signed hardship letter explaining the problem, government-issued ID, and a copy of the mortgage note or last escrow analysis. If you prefer a checklist, see the list below.

• Essential documents: 1) Loan number and mortgage statement, 2) Last 30 days of pay stubs (or unemployment/benefit award letters), 3) Two months of bank statements, 4) Last 2 years’ tax returns and W-2s or 1099s, 5) Signed hardship letter, 6) Photo ID and a utility bill showing property address.

Common issues, exact timelines, fees and how they are handled

Common issues include payment posting errors, escrow shortages, incorrect borrower accounting, requests for payoff statements, and loss-mitigation reviews. Under the Real Estate Settlement Procedures Act (RESPA, Reg X), a servicer must acknowledge a loss-mitigation application within 5 business days and generally provide a determination within 30 days of receiving a complete application. For written servicing error or information requests (Qualified Written Requests under 12 U.S.C. 2605), servicers must acknowledge within 20 business days and resolve substantively within 60 business days.

Typical fees and timelines: payoff statements commonly cost $25–$75 and are valid for 7–30 calendar days depending on the servicer and whether daily interest (per diem) is included. If a servicer provides a payoff that omits per diem interest, expect an additional per-day charge when you actually pay. Escrow shortages are calculated by the servicer during the annual escrow analysis — a common outcome is a one-time shortage of $300–$1,200 spread over 12 months (example: $600 shortage ÷ 12 = $50 additional per month). Always ask for the escrow computation worksheet in writing.

How to dispute, escalate, and file formal complaints

Start disputes in writing and send by certified mail with return receipt requested. A clear dispute letter includes: loan number, exact nature of the dispute, copies (not originals) of supporting documents, and a requested remedy with a reasonable deadline (e.g., 30 days). Keep a log of every phone call: date, time, agent name, reference or confirmation number, and a 1–2 sentence note of what was agreed.

If frontline customer service cannot resolve your issue within the statutory timelines, escalate to a supervisor and then file a complaint with the Consumer Financial Protection Bureau (CFPB). CFPB complaint submission is available at https://www.consumerfinance.gov/complaint/ or by phone at 855-411-2372. You can also contact your state banking regulator—search your state’s “department of financial institutions” website for the exact mailing address and complaint portal. If the matter involves imminent foreclosure or legal complexity, consult a HUD-approved housing counselor (search HUD.gov for local counselors) or a consumer-knowledgeable attorney immediately.

Practical phone scripts, email templates and escalation checklist

Use a short, precise phone script: “Hello, my name is [Your Name], loan number [##########]. I am calling about [issue: e.g., payment posting on mm/dd/yyyy]. I can provide [document]. I need: 1) the payment corrected, 2) written confirmation within 5 business days, and 3) a reference number for this call.” Request an agent name and a reference number. If you get a callback time, put it in your calendar and expect follow-up within the promised window.

Escalation steps to follow if unresolved: 1) Ask for written explanation and timeline from the supervisor within 5 business days; 2) Send certified mail dispute (QWR) if it concerns servicing error or request for information; 3) File a CFPB complaint after statutory response windows have lapsed; 4) Engage a HUD-approved counselor or attorney for imminent foreclosure. The short checklist below summarizes required escalation items.

• Escalation checklist: include certified-mail dispute letter, copies of supporting documents, call log (dates/times/agent names), escrow computation request, payoff statement request (ask whether per diem included), and a CFPB complaint if the servicer does not meet statutory response timelines.

Final practical tips

Always keep originals filed safely and provide copies to the servicer. Use secure upload portals whenever available; email is less secure and may not be accepted for sensitive documents. If you are negotiating a loss-mitigation option, get every agreement in writing, including the effective date, new payment amount, and whether arrears are capitalized.

In disputes, acting quickly matters: request written confirmations, adhere to statutory timelines (5/20/30/60 days), and use the CFPB and state regulators if needed. Prepared documentation, a concise script, and knowledge of the applicable timelines will usually get you the most efficient resolution from any servicer branded as Guardian Mortgage customer service.

What is the phone number for Standard mortgage customer service?

(800) 448-4190
If you need additional help, please contact customer service by emailing [email protected] or calling (800) 448-4190.

How to get a mortgage number?

On your original mortgage documentation (Offer or Variation Agreement), which we sent to you when you completed your mortgage with us. If you use Digital Banking and/or our Mobile App, you will find your mortgage account number and balance on the ‘Account Summary’ screen. On your annual mortgage statement.

What is mortgage customer service?

A Mortgage Customer Service Representative assists customers with inquiries about their mortgage accounts, payments, escrow, and loan modifications. They provide guidance on mortgage terms, payment options, and account updates while resolving customer concerns.

Can I speak to a mortgage advisor?

Book a meeting with a mortgage adviser
You can choose to have a meeting over the phone, or video call. They’ll also help you to understand what information and documents you’ll need to provide when applying, including what you need if you’re self-employed or a contractor.

Is Guardian Mortgage’s customer service available on weekends?

Since April, Guardian has been accepting mortgage applications over the phone 24/7, answering questions pertaining to new first mortgage loan applications and providing 24-hour support for those completing online applications. Call (866) 636-6289 to apply over the phone or for help with online mortgage applications.

How do I contact Sunflower Bank customer care?

888-827-5564
If you wish to speak to someone about your account or a specific transaction, please call our Customer Care center at 888-827-5564.