Source: cutoday.info

Homeowners continue to face financial pressure from high mortgage costs, even as satisfaction with mortgage servicers improves, according to J.D. Power’s 2026 U.S. Mortgage Servicer Satisfaction Study.

Overall satisfaction with mortgage servicers increased 11 points from last year to 607 out of 1,000. The study also found that 86% of borrowers would probably or definitely use their current lender again. At the same time, 86% said they had not explored refinancing or other borrowing options during the previous 90 days, reflecting a housing market where many homeowners remain reluctant to make a move.

Despite improved customer satisfaction, financial stress is rising. Only 41% of borrowers were considered financially healthy, down from 52% in 2022. Sixteen percent reported paying a mortgage late fee within the past year, compared with 14% in 2022.

Perhaps most concerning, 30% of homeowners now believe they are at risk of foreclosure, up significantly from 17% in 2022. Rising escrow payments and servicing fees are adding to the pressure, with 58% of borrowers with escrow accounts reporting an increase in their escrow payment this year.

J.D. Power found that clear communication is becoming especially important. Borrowers who received understandable explanations about servicing fees were more likely to trust their servicer and remain loyal. Easy payment options, strong customer service and effective self-service tools were also major drivers of satisfaction.

Among the largest mortgage servicers, Chase ranked first with a satisfaction score of 694, followed by Rocket Mortgage at 690 and Bank of America at 672.

The findings are based on responses from 14,118 mortgage customers who had been with their servicer for at least one year, with the survey conducted between May 2025 and May 2026.

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