How to Track Error Notices and Information Requests
You can add information for a reported error or information request to facilitate the tracking and timely response pursuant to the timing requirements under the Mortgage Loan Servicing Rules (Regulation X). Most requests will consist of a single report from a borrower, however, it is possible that the same request be received from multiple sources, such as the borrower and the Better Business Bureau. In this case, you can add a duplicate record to link to the original request.
1. In Customer Services, select Options > Error Notice and Information Request.
2. Review the list of requests, and determine if the reported error or information request is a duplicate. If it is a duplicate, continue to Step 3. If it is a new request, skip to Step 5.
3. Select the item that has already been reported, and then click Edit.
4. Click New under Duplicate Requests, and then skip to Step 6.
5. Click New.
6. Select the method of contact.
7. Select the date of contact.
8. Select the person or entity that reported the error or requested information, and then enter the name of the contact.
9. Enter the name of the person or entity making contact. For duplicate requests, enter the contact information.
10. For new requests, enter information about the request: Select the type of request. Select the general area or information area of the request from the General Area/Info Area drop-down list. Select the type of error or information specifics from the Error/Info Specifics drop-down list Enter a short description of the request. If the contact reports unfair, deceptive, or abusive acts or practices, select the "Allegation of Unfair, Deceptive, or Abusive Acts or Practices" check box (consult your compliance officer). Enter the date of any foreclosure sale.
11. Assign the request: Select a department to assign the request. Select a sub-department to assign the request. Select the user to assign the request.
12. Acknowledge that the request has been received, The system generates acknowledgement due dates as needed. Select the Acknowledgement Not Required check box if the type of request selected does not require an acknowledgement of contact. Enter the date that an acknowledgement of contact was sent. If you determine that the request does not require research, select the basis for this determination from the No Research Required drop-down list. This does not affect the Response Due Date.
13. Respond to the request. The system generates the response due date as needed based on the Date of Contact and the General Area/Info Area. Select the type of response made to the person or entity making the contact. Enter the date that the response was sent to the contact. Select the Request Completed check box if the request is successfully completed. A comment is added to the record to indicate that the request has been completed.
14. If you are creating a Servicing file, enter the date that you created the file. Note, you must manually create this file.
15. Enter the date that you contact the borrower to notify them an extension is needed to complete the research. If a date is entered in this field, for most types of requests, 15 days is added to the response due date. The following types of requests do not allow extensions: - Document request RE: Previous Error Notice
- Notice of error related to foreclosure
- Mtg Assignee or Owner Info request
- Payoff statement - Request for or Error on
16. Click OK to save your changes. For duplicate requests, click OK again.
17. At any time, you may run the Error Notices and Information Requests report to determine which reported errors or information requests have (or have not) been assigned and see which requests are past due. In Event Manager, under Customer Service > Reports, schedule the report.
ArticleNumber:
000048706
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