Streamlining Mortgage Servicing for Borrowers Experiencing Payment Difficulties; Regulation X, 60204-60254 [2024-15475]
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Federal Register / Vol. 89, No. 142 / Wednesday, July 24, 2024 / Proposed Rules
CONSUMER FINANCIAL PROTECTION
BUREAU
12 CFR Part 1024
[Docket No. CFPB–2024–0024]
RIN 3170–AB04
Streamlining Mortgage Servicing for
Borrowers Experiencing Payment
Difficulties; Regulation X
Consumer Financial Protection
Bureau.
ACTION: Proposed rule; request for
public comment.
AGENCY:
The Consumer Financial
Protection Bureau (Bureau or CFPB) is
proposing a rule that would amend
regulations originally issued in 2013
regarding the responsibilities of
mortgage servicers. The proposed
amendments would streamline existing
requirements when borrowers seek
payment assistance in times of distress,
add safeguards when borrowers seek
help, and revise existing requirements
with respect to borrower assistance. The
proposed rule would also require
servicers to provide certain
communications in languages other than
English, such as when a borrower is
seeking payment assistance with their
mortgage. The proposed rule, if
finalized, would increase the likelihood
that investors and borrowers can avert
the costs of avoidable foreclosure.
DATES: Comments must be received on
or before September 9, 2024.
ADDRESSES: You may submit comments,
identified by Docket No. CFPB–2024–
0024 or RIN 3170–AB04, by any of the
following methods:
• Federal Rulemaking Portal: https://
www.regulations.gov. Follow the
instructions for submitting comments. A
brief summary of this document will be
available at https://
www.regulations.gov/docket/CFPB2024-0024.
• Email: 2024-NPRMMortgageServicing@cfpb.gov. Include
Docket No. CFPB–2024–0024 or RIN
3170–AB04 in the subject line of the
message.
• Mail/Hand Delivery/Courier:
Comment Intake—Mortgage Servicing,
c/o Legal Division Docket Manager,
Consumer Financial Protection Bureau,
1700 G Street NW, Washington, DC
20552.
Instructions: The CFPB encourages
the early submission of comments. All
submissions should include the agency
name and docket number or Regulatory
Information Number (RIN) for this
rulemaking. Because paper mail is
subject to delay, commenters are
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SUMMARY:
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encouraged to submit comments
electronically. In general, all comments
received will be posted without change
to https://www.regulations.gov.
All submissions, including
attachments and other supporting
materials, will become part of the public
record and subject to public disclosure.
Proprietary information or sensitive
personal information, such as account
numbers or Social Security numbers, or
names of other individuals, should not
be included. Submissions will not be
edited to remove any identifying or
contact information.
FOR FURTHER INFORMATION CONTACT:
George Karithanom, Regulatory
Implementation and Guidance Program
Analyst, Office of Regulations, at 202–
435–7700 or https://
reginquiries.consumerfinance.gov/. If
you require this document in an
alternative electronic format, please
contact CFPB_Accessibility@cfpb.gov.
SUPPLEMENTARY INFORMATION:
Table of Contents
I. Summary
A. Goals of the Rulemaking
B. Key Changes
II. Background
A. Mortgage Servicing During the
Foreclosure Crisis
B. Early Standardization Efforts
C. CFPB’s 2013 Mortgage Servicing Final
Rule Aimed To Address the Challenges
Previously Observed Prior to and During
the Foreclosure Crisis
D. Streamlined Modifications and Other
Borrower Protections Emerge
E. Loss Mitigation During the COVID–19
Pandemic
F. Amendments to the Mortgage Servicing
Rules
III. Legal Authority
A. RESPA
B. Dodd-Frank Act
IV. Discussion of the Proposed Rule
A. Foreclosure Procedural Safeguards
(§ 1024.41)
B. Changes to Early Intervention
Requirements (§ 1024.39)
C. Loss Mitigation Determinations—
Covered Errors and Appeals Process
(§§ 1024.35 and 1024.41)
D. Language Access
E. Credit Reporting Protections for
Borrowers Undergoing Loss Mitigation
Review
F. Record Retention (§ 1024.38)
G. Removal of Regulations Implemented in
Response to the COVID–19 Pandemic
H. Other Conforming Changes
I. Other Servicing Issues–Requests for
Comment
V. Proposed Effective and Compliance Dates
VI. CFPA Section 1022(b) Analysis
A. Data Limitations and Quantification of
Benefits, Costs, and Impacts
B. Small Servicer Exemption
C. Baseline for Analysis
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D. Potential Benefits and Costs to
Consumers and Covered Persons of the
Proposed Rule
E. Potential Specific Impacts of the
Proposed Rule on Insured Depository
Institutions and Credit Unions with $10
Billion or Less in Total Assets, As
Described in CFPA Section 1026
F. Potential Specific Impacts of the
Proposed Rule on Consumer Access to
Credit
G. Potential Specific Impacts of the
Proposed Rule on Consumers in Rural
Areas
VII. Regulatory Flexibility Act Analysis
A. Application of the Proposed Rule to
Small Entities
B. Certification
VIII. Paperwork Reduction Act
IX. Request for Comments
X. Severability
Abbreviations and Acronyms
The following abbreviations and
acronyms are used in this proposed
rule:
ACS = American Community Survey
AFR = Americans for Financial Reform
ASMB = American Survey of Mortgage
Bankers
CARES Act = Coronavirus Aid, Relief, and
Economic Security Act
CDIA = Consumer Data Industry Association
CFPA = Consumer Financial Protection Act
CFPB = Consumer Financial Protection
Bureau
CPI–U = Consumer Price Index for All Urban
Consumers
CRA = Credit Reporting Agency
DI = Depository Institution
FAQ = Frequently Asked Question
FHA = Federal Housing Administration
FHFA = Federal Housing Finance Agency
FRFA = Final Regulatory Flexibility Analysis
FSOC = Financial Stability Oversight
Committee
GSE = Government-Sponsored Enterprise
HAMP = Home Affordable Modification
Program
HHS = United States Department of Health
and Human Services
HUD = United States Department of Housing
and Urban Development
ICE = Intercontinental Exchange, Inc.
ICR = Information Collection Request
IRFA = Initial Regulatory Flexibility Analysis
MBA = Mortgage Bankers Association
MHA = Making Home Affordable
NAICS = North American Industry
Classification System
NCLC = National Consumer Law Center
NMDB = National Mortgage Database
Program
Non-DI = Non-Depository Institution
OCC = Office of the Comptroller of the
Currency
OMB = Office of Management and Budget
PRA = Paperwork Reduction Act
RESPA = Real Estate Settlement Procedures
Act
RFA = Regulatory Flexibility Act
RFI = Request for Information
SBA = Small Business Administration
SIGTARP = Office of the Special Inspector
General for the Troubled Asset Relief
Program
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TILA = Truth in Lending Act
URLA = Uniform Residential Loan
Application
USDA = United States Department of
Agriculture
VA = United States Department of Veterans
Affairs
I. Summary
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A. Goals of the Rulemaking
Mortgage servicers handle the day-today management of mortgage loans and
work with borrowers when they need
help making their payments. Poor
default servicing of home mortgages can
have serious repercussions for both
individual borrowers and the larger
economy. The foreclosure crisis that
began in 2007 demonstrated the risks.
Leading up to that crisis, servicers did
not have robust default servicing
practices and generally lacked
accountability when they failed to
address borrower needs. Between July
2007 and August 2009, approximately
1.8 million homeowners lost their
homes to foreclosure while another 5.2
million homeowners faced foreclosure
initiation.1
In 2013, the CFPB finalized
comprehensive mortgage servicing rules
in response to these widespread
servicing failures.2 In the decade since,
the market has changed, and servicing
practices in the event of borrower
default have further changed. Investors
have increasingly required use of loss
mitigation options that require little or
no documentation. Streamlined loss
mitigation options can improve overall
profitability for investors by reducing
servicer costs, increasing the rate at
which borrowers resume making
payments, and reducing foreclosures,
which are often costly for investors.
Streamlined loss mitigation options can
also help borrowers to get help faster
and free servicer resources for borrowers
who need greater assistance.
The COVID–19 pandemic
demonstrated that approaches to loss
mitigation not contemplated in the 2013
Mortgage Servicing Final Rule could be
successful and necessary for borrowers,
1 Cong. Oversight Panel, October Oversight
Report: An Assessment of Foreclosure Mitigation
Efforts After Six Months, at 1 (Oct. 9, 2009), https://
www.congress.gov/111/cprt/JPRT52671/CPRT111JPRT52671.pdf (Oversight Panel Report). The
impact of poor default servicing led to a decline in
overall economic activity. John Weinberg, Fed.
Rsrv. Bank of Richmond, Federal Reserve History:
The Great Recession and Its Aftermath, https://
www.federalreservehistory.org/essays/greatrecession-and-its-aftermath (written as of Nov. 22,
2013) (FRH Essay).
2 The Consumer Financial Protection Bureau
(CFPB) has made several amendments to the
mortgage servicing rules in the intervening years.
See part II.F for a discussion of amendments made
after the 2013 Mortgage Servicing Rule was issued.
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servicers, and investors. During the
COVID–19 pandemic, large numbers of
borrowers were placed in long-term
forbearance, with the vast majority
successfully resuming payments.
Additionally, macroeconomic factors,
such as shifts in interest rates, require
new approaches to default servicing
practices. Loss mitigation approaches
that were successful in the wake of the
foreclosure crisis, such as reducing the
interest rate to the current market rate
in order to lower payments, are
significantly less successful under
current market conditions.
The changes in default servicing and
market conditions have highlighted
several areas where the prescriptive
rules that the CFPB initially put in place
may no longer be optimally effective for
borrowers or servicers, and where more
flexibility is needed in order to respond
to future changes in the macroeconomic
environment. Thus, the CFPB is
proposing to remove certain prescriptive
requirements from the existing rules. At
the same time, the CFPB recognizes the
continuing need to protect borrowers
from harms such as unnecessary fees
and avoidable foreclosures that can
occur due to default mortgage servicing
failures. Therefore, the CFPB is also
proposing certain new procedural
safeguards designed to protect
borrowers from these harms while
creating strong incentives for servicers
to review borrowers for loss mitigation
assistance quickly and accurately.
B. Key Changes
To achieve these goals, the CFPB is
proposing and seeking comment on
several topics, including four key
groups of changes related to assisting
borrowers during loss mitigation and
early intervention, as well as seeking
comment on a fifth key issue related to
credit reporting. None of the proposed
new requirements would apply to small
servicers (as defined in Regulation Z
§ 1026.41(e)(4)(ii)).)).
1. Streamlined loss mitigation
procedures and foreclosure procedural
safeguards. The CFPB is proposing to
streamline and simplify Regulation X’s
loss mitigation procedures by removing
most of the existing requirements
regarding incomplete and complete loss
mitigation applications and replacing
them with a new framework based on
foreclosure procedural safeguards.
Currently, a servicer generally must
collect a complete loss mitigation
application for all available options
before making a determination about
what loss mitigation options, if any, it
will offer a borrower, and a borrower’s
foreclosure protections against initiation
and sale are largely based on whether
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and when the borrower has submitted a
complete loss mitigation application.
Under the proposed framework, a
servicer would not be required to collect
a complete application prior to making
a loss mitigation determination and
would have flexibility to review a
borrower for loss mitigation options
sequentially rather than simultaneously,
although a simultaneous review would
be permitted. Under the proposed
framework, once a borrower makes a
request for loss mitigation assistance,
the loss mitigation review cycle begins.
It continues until either the borrower’s
loan is brought current or one of the
following foreclosure procedural
safeguards is met: 1) the servicer
reviews the borrower for all available
loss mitigation options and no available
options remain, or 2) the borrower
remains unresponsive for a specified
period of time despite the servicer
regularly taking steps to reach the
borrower. During a loss mitigation
review cycle, the servicer may not begin
or advance the foreclosure process and
borrowers would also be protected
against the accrual of certain fees.
The CFPB is also proposing to remove
currently required loss mitigation
notices that would no longer be
necessary under the new proposed
framework, such as those notifying a
borrower about whether a loss
mitigation application is complete or
incomplete.
2. Early intervention changes. The
CFPB is proposing to require servicers
to provide certain additional
information in written early
intervention notices, including, among
other things, the name of the owner or
assignee of the borrower’s mortgage
loan, a brief description of each type of
loss mitigation option that is generally
available from that owner or assignee, as
well as a website to access a list of all
loss mitigation options that may be
available from that owner or assignee.
The CFPB is also proposing a partial
exemption for servicers from early
intervention requirements while a
borrower is performing under a
forbearance, new live contact and
written notice requirements when a
borrower’s forbearance is nearing its
scheduled end, and timing for resuming
compliance with early intervention
when a borrower’s forbearance ends.
3. Loss mitigation determination
notices and appeals. The CFPB is
proposing to require that servicers
provide loss mitigation determination
notices and appeal rights to borrowers
regarding all types of loss mitigation
options, instead of just loan
modifications, and for offers as well as
denials. The CFPB also is proposing to
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require servicers to include certain
additional information in determination
notices, including the key borrowerprovided inputs, if any, that served as
the basis for the determination; a list of
other loss mitigation options that are
still available to the borrower, if any,
including a clear statement describing
the next steps the borrower must take to
be reviewed for those options or, if
applicable, a statement that the servicer
has reviewed the borrower for all
available loss mitigation options and
none remain; and, if applicable, a list of
any loss mitigation options that the
servicer previously offered to the
borrower that remain available but that
the borrower did not accept. The CFPB
is also proposing to clarify that loss
mitigation determinations are subject to
the notice of error procedures contained
in § 1024.35.
4. Credit reporting. The CFPB is aware
of a select number of specific instances
where mortgage servicers may be
furnishing information about borrowers
undergoing loss mitigation review that
raise questions about accuracy and
consistency. While the CFPB is not
proposing any regulatory changes at this
time, the CFPB is requesting comment
about possible approaches it could take
to ensure servicers are furnishing
accurate and consistent credit reporting
information for borrowers undergoing
loss mitigation review.
5. Language access. The CFPB is
proposing several requirements to
provide borrowers with limited English
proficiency greater access to certain
early intervention and loss mitigation
communications in languages other than
English so that they can access the
information they need, when they need
it. In general, the proposed rule would
require mortgage servicers to provide
Spanish-language translations of certain
written communications to all
borrowers. The proposed rule also
would require servicers to make certain
written and oral communications
available in multiple languages and to
provide those translated or interpreted
communications upon borrower request.
The proposed rule would require
servicers to include brief translated
statements in certain written
communications notifying borrowers of
the availability of the translations and
interpretations, and how they can be
requested. It also would require that
borrowers who received marketing for a
loan in a language other than English
receive specific early intervention and
loss mitigation communications in that
same language upon the borrower’s
request.
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II. Background
A. Mortgage Servicing During the
Foreclosure Crisis
The 2007 foreclosure crisis led to a
broad downturn in the economy and left
lasting effects on the mortgage servicing
industry. The foreclosure crisis was
brought on, in part, by mortgage
servicing failures and the lack of a
standardized loss mitigation
infrastructure.3 As a result, between July
2007 and August 2009, approximately
1.8 million homeowners lost their
homes to foreclosure and another 5.2
million homeowners faced foreclosure
initiation.4
A lack of regulatory oversight at the
Federal level and fragmented oversight
at the State level also contributed to the
crisis. The CFPB was created in 2011 to
increase accountability in government
by consolidating consumer financial
protection authorities, which previously
existed across several different Federal
agencies. The creation of the CFPB
increased Federal accountability with
respect to consumer financial
protection, which had not been the
primary focus of any single Federal
agency. Prior to the CFPB’s creation, no
Federal agency had comprehensive tools
to set the rules for and oversee all
consumer markets. The result was a
system without effective rules or
consistent enforcement, which was a
significant factor in the foreclosure
crisis.
Prior to 2007, the mortgage industry
had never experienced such a sizable
number of loss mitigation applications
and foreclosures simultaneously.5 The
mortgage industry lacked a standardized
approach and uniform structure to assist
the millions of delinquent borrowers
who needed mortgage payment relief. At
the time, mortgage servicers were
largely focused on managing the
collection of mortgage payments and the
foreclosure process for defaulted
borrowers.6 In addition, investor
guidance to servicers regarding default
servicing was limited and seldom
provided meaningful standards for loss
mitigation.7
In the period preceding the
foreclosure crisis, loan modifications
were rare, and borrowers were unlikely
to receive any redress, with only
FRH Essay.
Panel Report at 1.
5 See FRH Essay.
6 Id.
7 Martin Neil Baily et al., Initiative on Bus. &
Pol’y at Brookings, The Origins of the Financial
Crisis, at 20 (Brookings Inst., Fixing Fin. Sers.—
Paper 3, 2008), https://www.brookings.edu/wpcontent/uploads/2016/06/11_origins_crisis_baily_
litan.pdf.
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3 See
4 Oversight
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approximately 3 percent of seriously
delinquent loans obtaining a loan
modification.8 The loss mitigation
processes at the time were fragmented
and lacked sufficient industry-wide
standards and procedures for servicers
and investors to assist delinquent
homeowners. Thus, the foreclosure
crisis exposed major flaws in default
servicing and created a need for
permanent loss mitigation assistance
programs. The absence of any
standardized loss mitigation options at
that time contributed to 2.8 million
foreclosure starts in 2009, which was a
21 percent increase from 2008 and a 120
percent increase from 2007.9 The
emergence of the Making Home
Affordable program (MHA) would later
create a standardized set of guidelines
and establish a framework for default
servicing.
B. Early Standardization Efforts
The U.S. Department of the Treasury
(Treasury) introduced MHA at the
beginning of 2009. Treasury designed
MHA to assist mortgage borrowers at
risk of foreclosure by providing
government-backed loss mitigation
programs. MHA was the first program of
its kind and had a major influence on
future loss mitigation programs.
The cornerstone program under MHA
was the Home Affordable Modification
Program (HAMP), which offered
permanently reduced mortgage
payments to qualifying borrowers.10
There were other specialty programs
under MHA, such as programs to assist
borrowers with underwater mortgages,
short sale programs, and deed-in-lieu of
foreclosure programs.11 These programs
were part of a wider government
response intended to help struggling
borrowers, preserve communities, and
prevent avoidable foreclosures.12 Prior
to HAMP, there was no standard
approach among servicers or investors
for providing mortgage assistance to
8 Manuel Adelino et al., Why Don’t Lenders
Renegotiate More Home Mortgages? Redefaults,
Self-Cures, and Securitization, at 3 (Nat’l Bureau
Econ. Rsch., Working Paper 15159, 2009), https://
www.nber.org/system/files/working_papers/
w15159/w15159.pdf.
9 Lynn Adler, U.S. 2009 foreclosures shatter
record despite aid, Reuters (Jan. 14, 2010), https://
www.reuters.com/article/us-usa-housingforeclosures-idUSTRE60D0LZ20100114/.
10 John Rao et al., Nat’l Consumer L. Ctr. (NCLC),
6.7.2.5 The HAMP ‘‘Waterfall’’, In Mortgage
Servicing and Loan Modifications (Digital version),
https://library.nclc.org/book/mortgage-servicingand-loan-modifications/6725-hamp-waterfall (last
visited July 1, 2024).
11 U.S. Dep’t of Treas., Making Home Affordable
(MHA), https://home.treasury.gov/data/troubledassets-relief-program/housing/mha (last visited July
1, 2024).
12 Id.
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homeowners who wanted to keep
making payments.13
However, the program fell short of its
original projected target of the number
of homeowners who would be assisted
with the program. The HAMP
application process was extensive and
required borrowers to submit several
documents to be evaluated for the
program; for example, it required proof
of financial hardship, income tax
returns, bank statements, and
paystubs.14 These extensive
documentation requirements led to
challenges for borrowers and mortgage
servicers. The document collection
process adversely affected the ability of
borrowers to receive permanent loan
modifications due to events such as the
servicer losing documents the borrower
sent. These challenges were
compounded by the sheer volume of
borrower applications and inquiries
during this time.15 Changing
documentation requirements created
further difficulties in converting trial
loan modifications into permanent loan
modifications.
Although both borrowers and
servicers faced challenges in keeping up
with the documentation requirements of
HAMP, the program provided several
protections for distressed borrowers.
Among other things, HAMP provided
foreclosure protections to any borrower
who submitted a HAMP loss mitigation
application and established program
guidelines that prohibited a servicer
from referring a loan to foreclosure or
conducting a scheduled foreclosure sale
until the borrower was either evaluated
for HAMP and determined to be
ineligible, or the servicer had made
reasonable attempts to solicit the
borrower and was unsuccessful.16 This
guidance was critical in beginning to
address the industry practice of ‘‘dualtracking’’ borrowers, a practice where
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13 Id.
14 HAMP also required a Third-Party
Authorization Form if the borrower was represented
by an attorney, a Dodd-Frank Verification Form,
and a demonstrated ability to make their monthly
mortgage payments following a loan modification.
In additional to a loan application and the standard
required supporting documents, a borrower might
be asked to submit additional supporting
documentation based on the borrower’s particular
situation.
15 Off. of Special Inspector Gen. for the Troubled
Asset Relief Program (SIGTARP), Factors Affecting
Implementation of the Home Affordable
Modification Program, at 26 (Mar. 25, 2010), https://
www.sigtarp.gov/sites/sigtarp/files/Audit_Reports/
Factors_Affecting_Implementation_of_the_Home_
Affordable_Modification_Program.pdf.
16 John Rao et al., NCLC, 10.6.1 HAMP Review As
a Prerequisite to Foreclosure, In Mortgage Servicing
and Loan Modifications (Digital version), https://
library.nclc.org/book/mortgage-servicing-and-loanmodifications/1061-hamp-review-prerequisiteforeclosure (last visited July 1, 2024).
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servicers would accept and review loss
mitigation applications while
simultaneously moving forward with
foreclosure proceedings.
In February 2012, 49 State attorneys
general, the District of Columbia, and
the Federal government entered the
National Foreclosure Settlement 17 with
what were at the time the nation’s five
largest mortgage servicers.18 It was the
largest consumer financial protection
settlement in U.S. history. Along with
$50 billion in relief to distressed
borrowers harmed by the wrongful
foreclosures,19 the settlement agreement
included a description of when a
servicer may refer a borrower to
foreclosure or conduct a foreclosure
sale. The settlement provided two
standards for protecting borrowers from
dual tracking—one for before a servicer
refers a borrower to foreclosure, and the
other for after the servicer has referred
a borrower to foreclosure.20 The 2013
Mortgage Servicing Final Rule was
influenced by the foreclosure
protections introduced by HAMP and
the National Foreclosure Settlement.
C. CFPB’s 2013 Mortgage Servicing Final
Rule Aimed To Address the Challenges
Previously Observed Prior to and During
the Foreclosure Crisis
The CFPB finalized the 2013 Mortgage
Servicing Final Rule in the wake of the
widespread default servicing failures of
the preceding years.21 The rule was
designed to help ensure that mortgage
servicers maintain proper
communication with borrowers and
evaluate borrowers for all available loss
mitigation options within a reasonable
timeframe.22
Regulation X requires that a mortgage
servicer obtain a complete loss
mitigation application from a borrower
prior to making a determination as to
what loss mitigation option or options,
if any, it may offer to the borrower.23 A
complete loss mitigation application is
17 CFPB, What was the National Mortgage
Settlement?, https://www.consumerfinance.gov/askcfpb/what-was-the-national-mortgage-settlementen-2071/ (last reviewed Sep. 8, 2020).
18 Id.
19 Id.
20 Stephanie C. Robinson & Kerri M. Smith, K&L
Gates, National Mortgage Foreclosure Settlement
Tackles ‘‘Dual Tracking’’ of Foreclosure and Loan
Modification, Consumer Fin. Servs. Watch (Apr. 5,
2012), https://
www.consumerfinancialserviceswatch.com/2012/
04/05/national-mortgage-foreclosure-settlementtackles-dual-tracking-of-foreclosure-and-loanmodification/.
21 78 FR 10696 (Feb. 14, 2013) (2013 RESPA
Servicing Final Rule), 78 FR 10902 (Feb. 14, 2013)
(2013 TILA Servicing Final Rule). Throughout this
notice, these rules are referred to collectively as the
‘‘2013 Mortgage Servicing Final Rule.’’
22 Id.
23 12 CFR 1024.41(c)(2)(i).
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defined in the 2013 Mortgage Servicing
Final Rule as an application for which
the servicer has received all the
information that the servicer requires
from a borrower in evaluating
applications for any loss mitigation
options available to the borrower. The
2013 Mortgage Servicing Final Rule also
contains requirements aimed at
ensuring that borrowers know when
their servicer has received their loss
mitigation application, whether the
application is complete or incomplete,
and, if the application is incomplete,
what additional information is needed
to make the application complete.24
Under the rule, the borrower generally
only receives foreclosure protections
once the application is complete.
The 2013 Mortgage Servicing Final
Rule does contain limited exceptions to
the general requirement that servicers
cannot offer borrowers loss mitigation
options based on an incomplete loss
mitigation application. For example, it
allows servicers to offer short-term
forbearance programs or short-term
repayment plans to borrowers based on
an incomplete loss mitigation
application.25 Those limited exceptions
do not specifically address streamlined
loan modifications.
D. Streamlined Modifications and Other
Borrower Protections Emerge
The concept of a low-to-no
documentation loan modification was
introduced in the years following the
foreclosure crisis. For example, the
Government Sponsored Enterprises
(GSEs) Fannie Mae 26 and Freddie
Mac 27 introduced a streamlined
24 See CFPB, 2013 RESPA Servicing Rule
Assessment Report, at 11 (Jan. 2019), https://
files.consumerfinance.gov/f/documents/cfpb_
mortgage-servicing-rule-assessment_report.pdf
(Servicing Rule Assessment Report).
25 See 12 CFR 1024.41(c)(2)(iii); see also
comments 41(c)(2)(iii)–1 and –4 (defining shortterm payment forbearance program and short-term
repayment plan for purposes of the regulation).
26 Fannie Mae, Servicing Guide Announcement
SVC–2013–05: Streamlined Modifications,
Conventional Mortgage Loan Modifications, and
Outbound Communications (Mar. 27, 2013), https://
singlefamily.fanniemae.com/media/19256/display.
This announcement describes updates and
clarifications to the introduction to streamlined
modifications, which targets borrowers whose
mortgage loans are at least 90 days delinquent and
who meet the eligibility requirements provided
above. Prior to and after offering a Streamlined
Modification, a servicer must continue to comply
with the delinquency management and default
prevention requirements in the Servicing Guide.
27 Tracy Hagen Mooney, Freddie Mac, Bulletin—
Number 2013–8: New Freddie Mac Streamlined
Modification and Updates to Freddie Mac Standard
Modification Requirements (Mar. 27, 2013), https://
guide.freddiemac.com/ci/okcsFattach/get/1006761_
3. This bulletin announces the Freddie Mac
Streamlined Modification which provides an
additional modification opportunity to certain
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modification program in 2013. The GSE
programs significantly reduced the
documentation requirements needed for
servicers to evaluate borrowers for a
loan modification. The programs helped
demonstrate that streamlining the loan
modification process can have benefits
for borrowers. For example, streamlined
loan modifications generate
significantly more participation,
according to a 2018 report by the Urban
Institute. The report, using data from
2012 to 2015, found that the rate at
which struggling borrowers agreed to
participate in a modification, or the
‘‘take-up’’ rate, improved from 20.2
percent without streamlining to 29.2
percent with the program.28 Studies also
show that the streamlined loan
modification programs not only
increased the take-up rate, but also
resulted in strong loan performance two
years after implementation.29
Additionally, streamlining the loan
modification process eased capacity
concerns for servicers.
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E. Loss Mitigation During the COVID–19
Pandemic
During the COVID–19 pandemic,
mortgage delinquencies increased to
levels not seen since the foreclosure
crisis.30 As a result, the Federal
Government enacted policies that
allowed borrowers to easily access loss
mitigation options with limited
documentation. These policies,
combined with the relatively strong
equity position of homeowners due to
rapid home price appreciation and
historically low interest rates, enabled
most borrowers to resume payments or
pay off their loan. Ultimately,
foreclosures remained low, and credit
losses to investors were minimized.31
borrowers who are at least 90 days delinquent but
not more than 720 days delinquent.
28 Laurie Goodman et al., Urb. Inst., Streamlining
increases the success of mortgage modifications by
34 percent, Urb. Wire (July 17, 2018), https://
www.urban.org/urban-wire/streamlining-increasessuccess-mortgage-modifications-34-percent (Urban
Wire 2018). While the redefault rate for streamlined
loan modifications were slightly higher compared
to standard modifications, the study concluded that
streamlined loan modification options provided a
7.9 percent net benefit to all distressed borrowers.
29 Robert M. Dunsky, Fed. Hous. Fin. Agency
(FHFA), Measures of Home Retention Following a
Loan Modification (Apr. 7, 2023), https://
www.fhfa.gov/blog/statistics/measures-of-homeretention-following-a-loan-modification.
30 Kristin Wong, CFPB, New data show improving
yet sustained housing insecurity risks (June 22,
2021), https://www.consumerfinance.gov/about-us/
blog/new-data-show-improving-yet-sustainedhousing-insecurity-risks/.
31 See generally U.S. Gov’t Accountability Off.,
COVID–19 Housing Protections: Mortgage
Forbearance and Other Federal Efforts Have
Reduced Default and Foreclosure Risks, GAO–21–
554, (July 12, 2021), https://www.gao.gov/assets/
gao-21-554.pdf.
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On March 27, 2020, the Coronavirus
Aid, Relief, and Economic Security Act
(CARES Act) was signed into law.32 The
legislation created certain protections
for federally backed mortgage loans that
ran from the act’s effective date until
September 30, 2021.33 The CARES Act
was followed by the Consolidated
Appropriations Act of 2021 to provide
additional protections for consumers
affected by the ongoing COVID–19
pandemic.34 Among other borrower
protections, the CARES Act provided
that all borrowers who were financially
affected either directly or indirectly by
the COVID–19 pandemic, upon a
request, had the option to temporarily
suspend their monthly mortgage
payments. The CARES Act provided
forbearance for up to 180 days for
borrowers who asserted their financial
hardship was caused by the COVID–19
pandemic. Generally, documentation
was not required, and borrowers
received foreclosure and fee
protection.35
In February of 2021, the Federal
Housing Administration (FHA), the
Federal Housing Finance Agency
(FHFA), the United States Department
of Agriculture (USDA), and the
Department of Veterans Affairs (VA) all
announced they were extending their
forbearance programs beyond the
minimum 180 days required by the
CARES Act.36 Under the agencies’
32 Coronavirus Aid, Relief, and Economic
Security Act (CARES Act), H.R. 748, 116th Cong.
(2020).
33 CARES Act section 4022 (2020).
34 Consolidated Appropriations Act of 2021, H.R.
133, 116th Cong. (2020).
35 CARES Act section 4022 (2020); CFPB, CARES
Act Forbearance & Foreclosure, at 1 (May 2020),
https://files.consumerfinance.gov/f/documents/
cfpb_csbs_industry-forbearance-guide_2020-06.pdf.
Under the CARES Act, servicers also were required
to extend the forbearance for up to an additional
180 days at the request of the borrower, provided
that the request for an extension was made during
the covered period. The borrower could request that
either the initial or extended forbearance period be
less than 180 days. See CARES Act section 4022(b)
and (c)(1).
36 FHA, VA, and USDA permitted borrowers who
were in a COVID–19 forbearance program prior to
June 30, 2020, to be granted up to two additional
three-month payment forbearance programs. See
The White House, Fact Sheet: Biden Administration
Announces Extension of COVID–19 Forbearance
and Foreclosure Protections for Homeowners (Feb.
16, 2021), https://www.whitehouse.gov/briefingroom/statements-releases/2021/02/16/fact-sheetbiden-administration-announces-extension-ofcovid-19-forbearance-and-foreclosure-protectionsfor-homeowners/. FHFA stated that the additional
three-month extension allows borrowers to be in
forbearance for up to 18 months. Eligibility for the
extension was limited to borrowers who are in a
COVID–19 forbearance program as of February 28,
2021, and other limits may have applied. See Press
Release, FHFA, FHFA Extends COVID–19
Forbearance Period and Foreclosure and REO
Eviction Moratoriums (Feb. 25, 2021), https://
www.fhfa.gov/news/news-release/fhfa-extends-
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forbearance programs, nearly 5 million
borrowers had a loan in forbearance by
May of 2020.37
As part of the overarching Federal
approach to help borrowers resume
their mortgage payments, there was
widespread adoption by servicers of
streamlined evaluations for permanent
loan modifications, which allowed
borrowers to quickly be evaluated for
and enter loss mitigation programs,
preventing avoidable foreclosures. Of
borrowers who exited forbearance, 29.4
percent obtained a streamlined payment
deferral to bring their loans current.38
The increased use and availability of
other loss mitigation tools, such as
payment deferrals and partial claims,
also greatly contributed to positive
borrower outcomes.
Based on the success of the shift
towards streamlined loan modifications
during the COVID–19 pandemic, the
CFPB has preliminarily concluded that
the streamlined loss mitigation offers
contributed to performance for these
loans after loss mitigation programs
were implemented. The loan
performance of these loans was superior
to performance under the HAMP
approach. The re-default rate for all
mortgages that exited COVID–19 loss
mitigation programs was at the
relatively low rate of 10 percent as of
June 7, 2022.39 By comparison, the
redefault rate for HAMP loan
modifications was approximately 46
percent as of April 30, 2013.40 In
addition, the types of loan modifications
that were prevalent during the
foreclosure crisis generally do not offer
payment relief in the current high
interest rate environment because the
payments required under those loan
modifications would be higher than a
borrower’s current mortgage payment.
The Federal housing agencies have
recently introduced mortgage assistance
programs specifically designed to
covid-19-forbearance-period-and-foreclosure-andreo-eviction-moratoriums.
37 Intercontinental Exchange, Inc. (ICE), Mortgage
Monitor report—December 2023, at 23 (Dec. 2023),
https://www.blackknightinc.com/wp-content/
uploads/2023/12/ICE_MM_DEC2023_Report.pdf.
38 See Press Release, Mortg. Bankers Ass’n (MBA),
Share of Mortgage Loans in Forbearance Decreases
to 0.29% in October (Nov. 20, 2023), https://
www.mba.org/news-and-research/newsroom/news/
2023/11/20/share-of-mortgage-loans-inforbearance-decreases-to-0.29-in-october.
39 Id.
40 SIGTARP, Rising Redefault Rates of HAMP
Mortgage Modifications Hurt Homeowners,
Communities and Taxpayers, at 6 (July 24, 2013),
https://www.sigtarp.gov/sites/sigtarp/files/Audit_
Reports/Rising_Redefaults_of_HAMP_Mortgage_
Modifications.pdf.
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address high interest rate
environments.41
F. Amendments to the Mortgage
Servicing Rules
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The CFPB has amended the 2013
Mortgage Servicing Final Rule several
times. Prior to the COVID–19 pandemic,
these amendments were primarily based
on information gained about aspects of
the 2013 Mortgage Servicing Final Rule
that posed implementation challenges
or required further clarification.42 In
2020, the CFPB issued an interim final
rule to amend Regulation X to assist
mortgage borrowers with financial
hardships due to the COVID–19
pandemic by temporarily allowing
mortgage servicers to offer borrowers
certain loss mitigation options based on
the evaluation of incomplete loss
mitigation applications.43
In 2021, the CFPB proposed, and then
finalized with changes another rule to
extend access to additional COVID–19related loss mitigation options without
requiring evaluation of a complete loss
mitigation application.44 As a result,
mortgage servicers could get borrowers
into certain streamlined loan
modifications more quickly, ultimately
helping borrowers avoid foreclosure.
Under both the 2020 and 2021 rules,
servicers could offer these loss
mitigation options without evaluating a
complete application only if the options
had certain borrower protections built
in, such as a required waiver of certain
fees and charges.
41 See Anoush Garakani & Nanci Weissgold,
Alston & Bird, LLP, FHA and VA Announce New
Loss Mitigation Option, Of Interest Consumer Fin.
Blog, (Apr. 15, 2024), https://
www.alstonconsumerfinance.com/fha-and-vaannounce-new-loss-mitigation-options/.
42 Since issuing the 2013 Mortgage Servicing
Final Rule, the CFPB has engaged in continuous
forward-looking efforts to prevent avoidable
foreclosure. For example, in 2016 the CFPB
outlined consumer protection principles to guide
mortgage servicers, investors, government housing
agencies, and policymakers as they developed new
foreclosure relief solutions. See CFPB, Consumer
Financial Protection Bureau Outlines Guiding
Principles For The Future Of Foreclosure
Prevention (Aug. 2, 2016), https://
www.consumerfinance.gov/about-us/newsroom/
consumer-financial-protection-bureau-outlinesguiding-principles-future-foreclosure-prevention/.
43 CFPB, Treatment of Certain COVID–19 Related
Loss Mitigation Options Under the Real Estate
Settlement Procedures Act (RESPA), Regulation X;
Interim Final Rule, 85 FR 39055 (June 30, 2020).
44 CFPB, Protections for Borrowers Affected by the
COVID–19 Emergency Under the Real Estate
Settlement Procedures Act (RESPA), Regulation X,
86 FR 18840 (Apr. 9, 2021) (proposed rule); 86 FR
34848 (Aug. 31, 2021) (final rule). The rule also
contained several other provisions meant to protect
borrowers experiencing financial hardship due to
the COVID–19 pandemic.
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B. Outreach and Engagement
Consistent with section 1022(b)(2)(B)
of the CFPA, the CFPB has consulted
with the appropriate prudential
regulators and other Federal agencies,
including regarding consistency with
any prudential, market, or systemic
objectives administered by these
agencies.
III. Legal Authority
The CFPB is issuing this proposed
rule pursuant to its authority under
RESPA and the Dodd-Frank Wall Street
Reform and Consumer Protection Act
(Dodd-Frank Act), including the
authorities discussed below. The CFPB
is issuing this proposed rule in reliance
on the same authority relied on in
adopting the relevant provisions of the
2013 RESPA Servicing Final Rule, as
discussed in detail in the Legal
Authority section and Section-bySection Analysis of the 2013 RESPA
Servicing Final Rule.45
A. RESPA
Section 19(a) of RESPA, 12 U.S.C.
2617(a), authorizes the CFPB to
prescribe such rules and regulations, to
make such interpretations, and to grant
such reasonable exemptions for classes
of transactions, as may be necessary to
achieve the purposes of RESPA, which
include its consumer protection
purposes. In addition, section 6(j)(3) of
RESPA, 12 U.S.C. 2605(j)(3), authorizes
the CFPB to establish any requirements
necessary to carry out section 6 of
RESPA. Section 6(k)(1)(E) of RESPA, 12
U.S.C. 2605(k)(1)(E) further authorizes
the CFPB to prescribe regulations that
are appropriate to carry out RESPA’s
consumer protection purposes.
The consumer protection purposes of
RESPA, as articulated in the 2013
RESPA Servicing Final Rule and several
subsequent rules amending it, include
ensuring that servicers respond to
borrower requests and complaints in a
timely manner and maintain and
provide accurate information, helping
borrowers prevent avoidable costs and
fees, and facilitating review for
foreclosure avoidance options. The
amendments to Regulation X in this
notice of proposed rulemaking are
intended to achieve some or all these
purposes.
Specifically, and as described further
below, the CFPB preliminarily believes
that a more flexible approach to the loss
mitigation process requirements in
Regulation X would more effectively
assist borrowers with preventing
avoidable foreclosure due in part to the
increased prevalence in recent years of
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streamlined loss mitigation options.
Streamlining and simplifying the loss
mitigation process while providing new
borrower protections, as the CFPB is
proposing to do, would facilitate review
for foreclosure avoidance options and
help borrowers prevent avoidable costs
and fees.
B. Dodd-Frank Act
Section 1022(b)(1) of the Dodd-Frank
Act, 12 U.S.C. 5512(b)(1), authorizes the
CFPB to prescribe rules ‘‘as may be
necessary or appropriate to enable the
Bureau to administer and carry out the
purposes and objectives of the Federal
consumer financial laws, and to prevent
evasions thereof.’’ RESPA is a Federal
consumer financial law.46 In addition,
section 1032(a) of the Dodd-Frank Act
authorizes the CFPB to ‘‘prescribe rules
to ensure that the features of any
consumer financial product or service,
both initially and over the term of the
product or service, are fully, accurately
and effectively disclosed to consumers
in a manner that permits consumers to
understand the costs, benefits, and risks
associated with the product or service,
in light of the facts and
circumstances.’’ 47
The authority granted to the CFPB in
Dodd-Frank Act section 1032(a) is broad
and empowers the CFPB to prescribe
rules regarding the disclosure of the
‘‘features’’ of consumer financial
protection products and services
generally. Accordingly, the CFPB may
prescribe rules containing disclosure
requirements even if other Federal
consumer financial laws do not
specifically require disclosure of such
features.
Dodd-Frank Act section 1032(c)
provides that, in prescribing rules
pursuant to Dodd-Frank Act section
1032, the CFPB ‘‘shall consider
available evidence about consumer
awareness, understanding of, and
responses to disclosures or
communications about the risks, costs,
and benefits of consumer financial
products or services.’’ 48 The CFPB
requests any such available evidence.
The CFPB also requests comment on
any sources that the CFPB should
consider in determining whether to
finalize the elements of this proposal
prescribed under section 1032(a).
IV. Discussion of the Proposed Rule
A. Foreclosure Procedural Safeguards
(§ 1024.41)
As discussed above, the CFPB seeks to
improve upon the outcomes from the
46 12
U.S.C. 5481(12), (14).
U.S.C. 5532(a).
48 12 U.S.C. 5532(c).
47 12
45 78
FR 10696 (Feb. 14, 2013).
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existing loss mitigation rules in
§ 1024.41 and to enhance their ability to
account for a variety of macroeconomic
conditions. To accomplish this, the
CFPB is proposing to remove most of
the existing requirements regarding
incomplete and complete loss
mitigation applications and to replace
them with a new framework based on
foreclosure procedural safeguards as
discussed in more detail below in this
part. In general, under the proposed
framework, once a borrower makes a
request for loss mitigation assistance,
the loss mitigation review cycle would
begin, and a servicer would need to
ensure that one of the following
procedural safeguards is met before
beginning or advancing the foreclosure
process or charging certain fees: (1) the
servicer has reviewed the borrower for
all available loss mitigation options and
no available loss mitigation options
remain; or (2) the borrower has not
communicated with the servicer for at
least 90 days despite the servicer having
regularly taken steps to communicate
with the borrower regarding their loss
mitigation review. Among other things,
the amendments would permit a
servicer to review a borrower for loss
mitigation options sequentially, instead
of simultaneously. The foreclosure and
fee protections would remain
throughout the loss mitigation review
cycle, until the borrower has come
current or one of the procedural
safeguards applies, much as is the case
now for borrowers who are able to
complete their loss mitigation
applications. The proposed framework
is intended to ensure that borrowers
have a meaningful opportunity to be
reviewed for loss mitigation without
unnecessary delay. The CFPB
preliminarily determines that stopping
the advancement of foreclosure and the
accumulation of certain fees on the
borrower’s account throughout the loss
mitigation review cycle will provide
strong incentives for servicers to
complete loss mitigation reviews
quickly and accurately.
1. Existing Loss Mitigation Procedures
and Foreclosure Protections and the
Proposed Loss Mitigation Landscape
At the time the CFPB finalized the
existing overall complete application
framework in the 2013 Mortgage
Servicing Final Rule, described in part
II and below, the CFPB stated that
significant consumer benefits would
result from requiring that borrowers be
considered for all loss mitigation
options in a single process. The CFPB
stated that borrowers incurred more
significant burdens in the market as
evaluations occurred sequentially over
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time and borrower documents and
information had to be continuously
updated to make such documents and
information current. The CFPB stated
that the 2013 Mortgage Servicing Final
Rule eliminated the need for borrowers
to submit multiple applications for
different loss mitigation options and
provided for more efficient compliance
by servicers with the requirements of
the rule.
As detailed in part II, the loss
mitigation landscape has changed
dramatically over the past several years.
The CFPB has preliminarily determined
that streamlined loss mitigation options
and the ability to do sequential review,
with appropriate consumer safeguards,
can help borrowers access loss
mitigation more quickly and increase
borrowers’ chances of being able to
avoid foreclosure.
Both industry and consumer groups
have urged the CFPB to revise the
existing regulatory framework to permit
additional flexibility. In response to the
CFPB’s 2022 Request for Information
Regarding Mortgage Refinances and
Forbearances,49 numerous stakeholders
noted that the flexibility to more easily
offer streamlined loss mitigation options
would benefit borrowers, servicers, and
investors.
Under the existing rule, a borrower’s
foreclosure protections are largely based
on whether and when the borrower has
submitted a complete loss mitigation
application to the servicer. As defined
in existing § 1024.41(b), a complete
application is an application in
connection with which the servicer has
received all the information that the
servicer requires from a borrower in
evaluating applications for the loss
mitigation options available to the
borrower. In general, only if a servicer
receives a complete application more
than 37 days before a foreclosure sale
must the servicer halt certain
foreclosure activity while evaluating the
borrower for all available loss mitigation
options. Borrowers are also protected by
a series of procedural requirements in
existing § 1024.41(b) through (i),
including notice requirements
informing the borrower of what
documents must be submitted and
when, evaluation timeframes for
servicers and related notices, and
certain exceptions for when a servicer
can offer a borrower any loss mitigation
option based on an incomplete
49 See 87 FR 58487 (Sept. 27, 2022); see also
CFPB, Request for Information Regarding Mortgage
Refinances and Forbearances (Sept. 22, 2022),
https://www.consumerfinance.gov/rules-policy/
notice-opportunities-comment/archive-closed/
request-for-information-regarding-mortgagerefinances-and-forbearances/.
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application. The limited number of
exceptions for evaluation based on an
incomplete application include specific
requirements for each exception.
2. The Proposed Foreclosure Procedural
Safeguards Framework
The CFPB proposes to remove most of
the application-based framework from
§ 1024.41, including the entirety of
§ 1024.41(b). As discussed in detail
below, the CFPB also proposes to
replace the existing prohibitions on
foreclosure referral and sale in
§ 1024.41(f)(2) and (g) with a
streamlined set of foreclosure
procedural safeguards in revised
§ 1024.41(f)(2) and (3). The procedural
safeguards refer to a loss mitigation
review cycle and a request for loss
mitigation assistance, which are
proposed as new defined terms. The
CFPB proposes to delete existing
§ 1024.41(g) in its entirety and to
remove the temporary COVID–19
procedural safeguards at § 1024.41(f)(3).
In addition, as discussed in part IV.C,
the CFPB separately proposes new loss
mitigation determination notice
requirements in revised § 1024.41(c)
that incorporate certain aspects of
existing § 1024.41(c)(1), (c)(4) and (d)
and proposes other revisions to existing
§ 1024.41(e), (h), (i) and (k) to conform
to the other changes discussed
throughout this notice. The CFPB would
retain both the pre-foreclosure review
period in existing § 1024.41(f)(1) and the
small servicer requirements in existing
§ 1024.41(j) unchanged. Section 1024.41
generally does not apply to small
servicers, but the pre-foreclosure review
period in existing § 1024.41(f)(1) does
apply to small servicers, and will
continue to apply to small servicers if
this proposal is finalized.
Under proposed § 1024.41(f)(2), a loss
mitigation review cycle begins when a
borrower makes a request for loss
mitigation assistance more than 37 days
before a foreclosure sale. Once the cycle
begins, the servicer would be required
to ensure that one of the following
procedural safeguards is met before
making the first notice or filing required
by applicable law for any judicial or
non-judicial foreclosure process, or if
applicable, before advancing the
foreclosure process: (1) the servicer has
reviewed the borrower for all available
loss mitigation options and no available
loss mitigation options remain, the
servicer has sent the borrower all
notices required by § 1024.41(c) and (e),
if applicable, and the borrower has not
requested any appeal within the
applicable time period or, if applicable,
all of the borrower’s appeals have been
denied; or (2) the borrower has not
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communicated with the servicer for at
least 90 days despite the servicer having
regularly taken steps to communicate
with the borrower regarding their loss
mitigation review. The proposed fee
provision in § 1024.41(f)(3) would
provide that during a loss mitigation
review cycle, no fees beyond the
amounts scheduled or calculated as if
the borrower made all contractual
payments on time and in full under the
terms of the mortgage contract shall
accrue on the borrower’s account.
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i. Loss Mitigation Review Cycle
The CFPB proposes a new definition,
loss mitigation review cycle, in
§ 1024.31 to describe the period of time
that the proposed procedural safeguards
in § 1024.41(f)(2)(i)–(ii) and (f)(3) would
be in effect. Loss mitigation review
cycle would mean a continuous period
of time beginning when the borrower
requests loss mitigation assistance,
provided the request is made more than
37 days before a foreclosure sale. A loss
mitigation review cycle would end
when a servicer implements a loss
mitigation solution for the borrower so
that the borrower’s loan is brought
current, or when one of the procedural
safeguards in paragraph (f)(2)(i) or (ii)
are met.
A loss mitigation review cycle would
continue while a borrower is in a
temporary or trial loss mitigation
period, such as a forbearance or loan
modification trial payment plan, and the
loan has not yet been brought current.
The loss mitigation review cycle would
continue during forbearance. Borrowers
in forbearance would typically need
additional loss mitigation assistance to
become current. The cycle would also
continue during a trial payment plan, to
provide the borrower an adequate
opportunity to perform on the plan and
become current. If the trial is
unsuccessful and the borrower is not
brought current, the servicer must
ensure that one of the procedural
safeguards in paragraph (f)(2)(i) or (ii) is
met before the cycle ends and the
servicer can begin or advance
foreclosure.
ii. Request for Loss Mitigation
Assistance
The CFPB proposes to add request for
loss mitigation assistance as a new
defined term in § 1024.31 to mean any
oral or written communication,
occurring through any usual and
customary channel for mortgage
servicing communications, whereby a
borrower asks a servicer for mortgage
relief. Thus, a loss mitigation review
cycle would begin as soon as the
borrower simply asks for mortgage relief
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or otherwise indicates that they need
mitigation assistance. As discussed in
detail below, the CFPB intends for the
definition of request for mortgage relief
to be construed broadly.
After the 120-day pre-foreclosure
review period provided in
§ 1024.41(f)(1) elapses, the existing rules
make certain foreclosure safeguards
provided in § 1024.41 contingent on the
borrower having submitted a complete
loss mitigation application. As a result,
if a loan is more than 120 days
delinquent and the borrower has yet to
submit a complete loss mitigation
application, the existing rules allow
servicers to initiate, continue, or
conduct foreclosures against borrowers
while they participate in the loss
mitigation review process, a practice
known as ‘‘dual tracking.’’ Dual tracking
can cause substantial consumer harm to
borrowers and investors alike. For
example, dual tracking can result in
inconsistent and confusing
communications, servicing errors, and
additional costs to borrowers. These
types of harms increase the risk that
borrowers will not complete the loss
mitigation process successfully, which
in turn can lead to foreclosures that
borrowers and investors otherwise
could have avoided.50
The proposed rule would significantly
reduce the periods during which dual
tracking could occur by establishing
procedural safeguards against
foreclosure that begin as soon as the
borrower makes a request for loss
mitigation assistance and that continue
for the entire loss mitigation review
cycle. The CFPB anticipates that
beginning foreclosure protections earlier
in the loss mitigation process would
provide an additional incentive for
servicers to review borrowers for loss
mitigation quickly and accurately. This
incentive will be particularly important
if the CFPB finalizes the other proposed
changes to § 1024.41, many of which
would remove prescriptive timelines for
servicers’ review of borrowers’ requests
for loss mitigation assistance.
Under the proposed rule, a borrower
could make a request for loss mitigation
assistance either orally or in writing.
Borrowers currently ask their servicers
to review them for loss mitigation
assistance both orally and in writing,
and excluding either oral or written
communications could unduly restrict a
borrower’s ability to request review for
loss mitigation assistance. However, to
ensure that a request for loss mitigation
assistance is directed to appropriate
servicer personnel, the proposed
definition also specifies that the request
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must come through the servicer’s usual
and customary channels for mortgage
servicing communications. Because a
request for loss mitigation assistance
halts foreclosure initiation or
advancement until the foreclosure
procedural safeguards are met, the CFPB
has preliminarily determined that
servicers should be able to expect
borrowers to reach out to personnel
capable of either escalating or acting on
their requests for loss mitigation
assistance. As a result, certain borrower
communications would not meet the
definition of a request for loss
mitigation assistance. For example,
requests for mortgage relief made
through informal channels, such as
social media messaging or handwritten
notes on payment coupons, would not
constitute a request for loss mitigation
assistance under the proposed rule
unless the servicer used such informal
channels for mortgage servicing
communications.
The proposed rule further specifies
that a request for loss mitigation
assistance is to be construed broadly. A
borrower does not need to use a specific
form or any specific language to submit
a request for loss mitigation assistance
that triggers the proposed foreclosure
procedural safeguards in § 1024.41(f)(2).
Additionally, a servicer should presume
that a borrower who experiences a
delinquency as defined in § 1024.31 has
made a request for loss mitigation
assistance when they contact the
servicer unless they clearly express
some other intention. For example, a
borrower who calls to inform the
servicer that they will make a payment
tomorrow has, absent more, not made a
request for loss mitigation assistance.
The proposed rule provides three
examples of communications that
would be considered requests for loss
mitigation assistance while also
clarifying that these examples are not
exhaustive. The first proposed example
provides that a request for loss
mitigation assistance includes any
communication in which a borrower
expresses an interest in pursuing a loss
mitigation option, as defined in existing
§ 1024.31. Therefore, a request for loss
mitigation assistance would include any
request from a borrower for temporary
or long-term relief, including options
that allow borrowers who are behind on
their mortgage payments to remain in
their homes or to leave their homes
without a foreclosure, such as, without
limitation, refinancing, trial or
permanent modification, repayment of
the amount owed over an extended
period of time, forbearance of future
payments, short-sale, deed-in-lieu of
foreclosure, and loss mitigation
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programs sponsored by a locality, a
State, or the Federal government.
Consistent with the directive to construe
a request for loss mitigation assistance
broadly, a borrower would not need to
ask their servicer to review them for a
specific loss mitigation option; rather,
the borrower could simply express a
general interest in goals such as staying
in their home, receiving payment
assistance, pursuing an alternative to
foreclosure, or some combination of
those objectives. To emphasize this
point further, the second proposed
example provides that a request for loss
mitigation assistance includes situations
in which a borrower indicates that they
have experienced a hardship and asks
the servicer for assistance with making
payments, retaining their home, or
avoiding foreclosure.
The third proposed example provides
that a request for loss mitigation
assistance includes any communication
in which, in response to a servicer’s
unsolicited offer of a loss mitigation
option, a borrower expresses an interest
in pursuing the loss mitigation option
offered or any other loss mitigation
option. The CFPB intends this example
to clarify that an unsolicited offer of a
loss mitigation option from a servicer
would be considered a request for loss
mitigation assistance if, in response to
the offer, the borrower expressed any
interest in exploring an alternative to
foreclosure, even if the borrower
expresses disinterest in the specific
unsolicited offer. The CFPB
preliminarily views this clarification as
necessary to ensure that a borrower’s
response to a servicer’s unsolicited offer
of loss mitigation would trigger the
procedural safeguards against
foreclosure in proposed § 1024.41(f) as
long as such response included a
request for some form of mortgage relief.
Additionally, the proposed rule
would establish a process that is similar
to the process provided in existing
comment 31 (Loss Mitigation
Application)–1 for vetting a borrower’s
representative who submits a loss
mitigation application on behalf of a
borrower. The CFPB preliminarily finds
it reasonable to allow a borrower’s
representative to make a request for loss
mitigation assistance on a borrower’s
behalf. For example, a borrower in need
of loss mitigation assistance may ask a
housing counselor or other
knowledgeable person to assist them in
making a request for loss mitigation
assistance. However, the CFPB
acknowledges that servicers may have
concerns regarding potential liability
under State and Federal privacy laws for
communicating with a person claiming
to be a representative of a borrower. To
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address these concerns, proposed
comment 31 (Request for Loss
Mitigation Assistance)–1 would clarify
that servicers may use reasonable
procedures to determine if a person who
claims to be an agent of a borrower has
authority from the borrower to act on
the borrower’s behalf. Reasonable
procedures may include, for example,
requiring purported agents to provide
documentation from a borrower stating
that the purported agent is acting on the
borrower’s behalf. Upon receipt of such
documentation, the servicer would treat
a request for loss mitigation assistance
as having been submitted by the
borrower.
The proposed rule also would address
servicer’s options for handling requests
for loss mitigation assistance received
from potential successors in interest.
Existing comments 41(b)–1.i and .ii
currently address servicers’ options for
reviewing and evaluating loss mitigation
applications received from potential
successors in interest. The proposed
rule would renumber these comments as
comments 41(f)(2)–7.i and ii and then
amend them to reflect the new
foreclosure protections in
§ 1024.41(f)(2).
Specifically, proposed comment
41(f)(2)–7.i would provide that, if a
servicer receives a request for loss
mitigation assistance from a potential
successor in interest before confirming
that person’s identity and ownership
interest in the property, the servicer
may, but is not required to, comply with
the foreclosure procedural safeguards in
§ 1024.41(f)(2) with respect to that
person. The proposed comment also
would clarify how § 1024.41(i)’s
limitation on duplicative requests
applies to that person.
Proposed comment 41(f)–7.ii would
provide that, if a servicer receives a
request for loss mitigation assistance
from a potential successor in interest
and elects not to comply with the
foreclosure procedural safeguards before
confirming that person’s status, the
servicer must comply with those
safeguards with respect to that person as
soon as the person becomes a confirmed
successor in interest and must treat the
request for loss mitigation assistance as
if it had been received on the date that
the servicer confirmed the successor in
interest’s status.
The CFPB is seeking comment on
these proposed requirements and
associated commentary and, in
particular, requests comment on the
following issues:
(i) Should the proposed definition of
a request for loss mitigation assistance
limit the communication channels
through which borrowers may make
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requests for loss mitigation assistance?
What alternative channels should the
CFPB consider, if any?
(ii) Are there additional examples of
requests for loss mitigation assistance
the CFPB should provide?
(iii) Should the rule require servicers
to provide borrowers with notices that
acknowledge when borrowers have
made requests for loss mitigation
assistance? If so, what information
should such notice provide? What
potential challenges and burdens might
such notice create for servicers?
iii. Advancing the Foreclosure Process
As noted above, the CFPB is
proposing procedural safeguards that,
under certain circumstances, limit any
actions that advance the foreclosure
process beginning when borrowers have
requested loss mitigation assistance.
Under existing § 1024.41(f) and (g),
servicers are prohibited from making the
first notice or filing required by
applicable law for any judicial or nonjudicial foreclosure process under
certain circumstances, as well as from
moving for foreclosure judgment or
order of sale or conducting a foreclosure
sale under other circumstances. These
restrictions not only apply to servicers,
but also foreclosure counsel retained by
servicers. However, currently, servicers
may still proceed with other interim
foreclosure actions, such as mediation
or arbitration, even if those actions may
not be beneficial to the borrower or may
be unnecessary for borrowers that
shortly thereafter obtain loss mitigation.
The CFPB has heard from some
stakeholders that while some
foreclosure actions can prompt
borrowers to cure delinquency, other
actions that advance the foreclosure
process after a borrower has requested
loss mitigation assistance and while the
servicer is evaluating them for such
assistance can confuse borrowers and
affect the success of that request.
Additionally, borrowers and servicers
may accrue foreclosure costs (often the
responsibility of the borrower under the
loan contract) that could be avoided if
foreclosure actions were paused during
loss mitigation review. For example,
servicer foreclosure counsel and
borrower attorneys may both continue
to file required affidavits and responses
in foreclosure litigation, drafting and
preparing responses and filings that may
not eventually be required if the
borrower is approved for loss
mitigation. The legal fees and filing
costs for such actions, which are often
paid by the borrower either out of their
own funds or added to the balance of
the borrower’s mortgage, could be
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avoided if foreclosure processes were
halted during the loss mitigation review.
When finalizing existing § 1024.41(f)
and (g) in 2013, the CFPB stated it
recognized foreclosure processes were
complex. To balance the needs of
borrowers, servicers, and investors, the
CFPB limited foreclosure prohibitions to
foreclosure initiation and sale but did
not prohibit interim actions. However,
since that time, the CFPB has heard that
many servicers now typically place a
complete hold on foreclosure activity
upon receipt of a complete loss
mitigation application. Given this shift
in industry practice, in proposing to
replace the existing complete
application framework as discussed
above, the CFPB has preliminarily
determined that building on that shift in
industry practice by including
foreclosure advancement in the
foreclosure procedural safeguards, in
addition to initiation and sale, will help
address concerns about borrower
confusion and costs related to interim
foreclosure actions that advance the
foreclosure process. Applying the
foreclosure procedural safeguards to
foreclosure advancement might also
help provide servicers with additional
incentive to quickly and accurately
review loss mitigation requests so that
they can proceed with foreclosure
activity (if the proposed procedural
safeguards are met) when necessary. As
a result, the CFPB is proposing to
require that when a borrower requests
loss mitigation assistance more than 37
days before a foreclosure sale, a servicer
is required to ensure that one of the
safeguards discussed below in this part
is met before it makes the first notice or
filing required by applicable law for any
judicial or non-judicial foreclosure
process, or if applicable, before
advancing the foreclosure process. If a
borrower requests loss mitigation
assistance more than 37 days before a
foreclosure sale, but the foreclosure
process advances without one of the
safeguards being met, the foreclosure
advancement would constitute a
violation of this regulation, if finalized
as proposed.
Under the proposed rule, advancing
the foreclosure process would include
any judicial or non-judicial actions that
advance the foreclosure process and
were not yet completed prior to the
borrower’s request for a loss mitigation
option. Such actions might include, for
example, certain filings, such as those
related to mediation, arbitration, or
reinstatement that take place prior to
final order or sale; certain affidavits,
motions, and responses that advance the
foreclosure process; or recordings or
public notices that occur before a final
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foreclosure judgment or sale. The CFPB
is not proposing to require servicers to
dismiss pending foreclosures. However,
actions such as necessary filings to
pause the foreclosure proceedings may
be required until the safeguards are met.
The CFPB is seeking comment on all
aspects of these proposed requirements
and in particular requests comment on
the following issues:
(i) Should the CFPB provide or codify
additional detail as to the meaning of
advancing the foreclosure process, and
if so, what details should it provide?
(ii) Are there State or local foreclosure
laws or requirements that might affect a
servicer’s ability to comply with this
requirement, and if so, how?
(iii) Should the CFPB consider
excepting any interim foreclosure
actions, such as mediation or
arbitration, where the borrower would
prefer to participate in those meetings,
and if so, should the CFPB identify any
minimum standards for servicers to
determine borrower preference
regarding participation in those
meetings?
iv. No Remaining Loss Mitigation
Options
The CFPB proposes that the
procedural safeguards in § 1024(f)(2)
would apply during a loss mitigation
review cycle, as defined in § 1024.31. As
long as a borrower requests loss
mitigation assistance more than 37 days
before a foreclosure sale, the servicer
would be required to ensure that one of
the procedural safeguards in
§ 1024.(f)(2)(i) or (ii) is met before
making the first notice or filing required
by applicable law for any judicial or
non-judicial foreclosure process, or if
applicable, before advancing the
foreclosure process. The CFPB
preliminarily determines that this
proposed approach will create
incentives for servicers to review
borrowers for loss mitigation quickly
and accurately and will also effectively
protect borrowers from avoidable
foreclosures and certain fees.
Under the first proposed procedural
safeguard in § 1024.41(f)(2)(i), a servicer
would be able to begin or advance the
foreclosure process if the servicer has
reviewed the borrower for loss
mitigation and no available loss
mitigation options remain, the servicer
has sent the borrower all notices
required by proposed § 1024.41(c)(1)
and (h)(4) if applicable, and the
borrower has not requested any appeal
within the applicable time period or, if
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applicable, all of the borrower’s appeals
have been denied.51
Existing comment 31 (Request for
Loss Mitigation Assistance)–2, which
the CFPB is not proposing to amend,
provides that a loss mitigation option is
available through the servicer if it is an
option for which the borrower may
apply, even if the borrower ultimately
does not qualify for that option. For
purposes of proposed § 1024.41, a loss
mitigation option would not be
available if (1) the borrower
affirmatively opts out of review for that
option; (2) the servicer offers the
borrower the option and the borrower
rejects it; or (3) the servicer finds the
borrower ineligible for the option.
The CFPB is proposing to retain
existing § 1024.41(a), which clarifies
that § 1024.41 imposes no duty on a
servicer to provide a borrower with any
specific loss mitigation option. The
CFPB acknowledges that a servicer must
follow applicable investor guidelines
regarding which loss mitigation options,
if any, are available to the borrower and
for which the borrower may qualify.
Under the proposed framework, a
servicer would not be required to collect
a complete loss mitigation application
for all available options prior to making
a determination about whether to deny
or offer a loss mitigation option to a
borrower. As a result, the servicer
would have more flexibility to review a
borrower for loss mitigation options
sequentially rather than simultaneously,
although a simultaneous review would
be permitted. While the CFPB expects
that this approach would create
incentives for servicers to conduct loss
mitigation reviews and place borrowers
into loss mitigation options quickly, the
CFPB recognizes that more complex
situations may arise. For example,
under the proposed framework, a
borrower may decline an offer for a
specific type of loss mitigation and seek
first to learn what other options exist.
The servicer may evaluate the borrower
for additional options and the borrower
may later decide that they would like to
accept the offer that they previously
declined. Investor guidelines, including
what are commonly referred to as
waterfalls, will continue to determine
whether any loss mitigation option is
available and whether the borrower
qualifies for a given option.52 However,
as further discussed in part IV.C, to
achieve the goal that borrowers be
51 Regarding the reference to notices and appeals
in § 1024.41(f)(2)(i), see the discussion of the
proposed rule’s amendments to § 1024.41(c) and
(h).
52 A waterfall is an evaluation criteria that sets an
order ranking for evaluation of loss mitigation
options.
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informed of whether certain loss
mitigation options are or will continue
to be available, the CFPB is proposing
to add loss mitigation determination
notice disclosure requirements related
to this issue. The CFPB encourages
servicers to work with borrowers
throughout the loss mitigation process,
including by allowing borrowers to
select an option that the borrower
previously rejected, subject to investor
requirements.
Similarly, the CFPB encourages a
servicer to re-review a borrower for an
option for which the borrower was
previously denied during the same loss
mitigation review cycle. Such a review
may be due to changed borrower
circumstances or other reasons, subject
to investor requirements. The CFPB is
proposing changes to § 1024.41(i) and
deleting no longer applicable
commentary regarding duplicative
requests to align that provision with the
new proposed regulatory framework.
The proposed language clarifies that
servicers must comply with the
requirements of § 1024.41 for a
borrower’s request for loss mitigation
assistance during the same loss
mitigation review cycle unless one of
the procedural safeguards is met.
A loss mitigation review cycle would
continue while a borrower is in a
temporary or trial loss mitigation
period, such as a forbearance or loan
modification trial payment plan, and the
loan has not yet been brought current.
Thus, if a borrower were placed in a
loan modification trial payment plan
and missed a payment or otherwise
became unable to perform on the trial
plan, the servicer would not be
permitted to advance the foreclosure
process immediately. Rather, the
servicer would be required to review the
borrower for any remaining available
loss mitigation options.
The CFPB requests comment on all
aspects of proposed § 1024.41(f)(2)(i),
including the advantages and
disadvantages of permitting a sequential
review process.
v. Unresponsive Borrower
Under the second proposed
procedural safeguard in
§ 1024.41(f)(2)(ii), a servicer would be
able to begin or advance the foreclosure
process if the servicer has regularly
taken steps to identify and obtain any
information and documents necessary
from the borrower to determine which
loss mitigation options, if any, it will
offer to the borrower, and, if the servicer
has made a loss mitigation
determination, has regularly taken steps
to reach the borrower regarding that
determination, but the borrower has not
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communicated with the servicer for at
least 90 days.
The CFPB preliminarily determines
that allowing a servicer to proceed with
foreclosure for a borrower who has been
unresponsive for less than 90 days may
encourage less rigorous and less
effective servicer outreach. The CFPB
proposes comment 41(f)(2)(ii)–3 to
clarify that servicers cannot delay or
procrastinate in their efforts to obtain
information or documentation necessary
to evaluate a borrower for loss
mitigation, and that servicers cannot
delay or procrastinate in their efforts to
notify borrowers of available loss
mitigation options. Accordingly,
comment 41(f)(2)(ii)–3 states that,
although a servicer has flexibility to
establish its own requirements regarding
the documents and information
necessary for a loss mitigation review,
throughout the loss mitigation review
cycle, the servicer must regularly
communicate the status of the loss
mitigation review to the borrower,
which includes requesting
documentation and information that the
servicer requires from the borrower and
communicating available loss mitigation
options.
This proposed procedural safeguard,
requiring that the servicer has regularly
taken steps to identify and obtain any
information and documents necessary
from the borrower and has regularly
taken steps to reach the borrower, is
intended to ensure that servicers are
making efforts to be in regular contact
with borrowers during the loss
mitigation review cycle before moving
forward in circumstances where a
borrower is unresponsive. This
safeguard is based on the existing rule’s
requirement that servicers exercise
reasonable diligence in obtaining
documents and information from the
borrower to complete the loss mitigation
application. In exercising reasonable
diligence, servicers must promptly
communicate with borrowers about the
status of their application, any missing
documents or information the servicer
needs to evaluate the borrower for loss
mitigation, and any deadlines by which
the borrower should submit the
documents or information the servicer
needs. Once a servicer obtains all the
information and documentation from
the borrower to evaluate the loss
mitigation application, the servicer is
required to communicate to the
borrower that the application is
complete, and later communicate what
loss mitigation options, if any, it can
offer to the borrower.
While the proposed loss mitigation
framework removes most of the existing
requirements regarding incomplete and
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complete loss mitigation applications,
the CFPB has preliminarily determined
that the proposed procedural safeguard
requiring that servicers regularly
communicate with borrowers at various
stages of the loss mitigation review
cycle before servicers can begin or
advance foreclosure will protect
borrowers from avoidable foreclosure.
Moreover, while the CFPB proposes to
replace the term ‘‘reasonable diligence’’
with the ‘‘regularly taken steps’’
phrasing that uses simpler language, it
does not intend to reduce or lessen a
servicer’s existing obligation to identify
and obtain needed information and to
communicate with borrowers about
their loss mitigation determination
status. For example, under the proposed
rule, servicers would still be required to
reach out to borrowers through multiple
live and written methods, including the
borrower’s preferred method if so
indicated.
Even as the CFPB expects servicers to
be in regular contact with borrowers
seeking loss mitigation, including
borrowers who have been unresponsive
for a period of time, the CFPB
acknowledges that it would be harmful
to borrowers, servicers, and investors if
a servicer was never able to begin or
advance the foreclosure process. The
CFPB preliminarily believes 90 days is
a sufficient timeframe to allow
borrowers to respond to a servicer’s
communication attempts. The CFPB’s
proposal of 90 days is similar to the
timeframe used for the unresponsive
borrower provision of the temporary
special COVID–19 loss mitigation
procedural safeguards put in place in
2021.53
The CFPB also proposes several
changes to commentary to clarify
proposed § 1024.41(f)(2)(ii). The CFPB
proposes to make minor amendments to
existing comment 41(f)(3)(ii)(C)–1 and
transfer it to proposed comment
41(f)(2)(ii)–1. Existing comment
41(f)(3)(ii)(C)–1 provided clarity
regarding when a borrower was
considered to be unresponsive for
purposes of the now expired temporary
special COVID–19 loss mitigation
procedural safeguards in § 1024.41(f)(3).
The CFPB is proposing to remove the
last sentence of comment 41(f)(3)(ii)(C)–
1, since that sentence was primarily
applicable to borrowers who may not
have communicated with their servicer
at all since becoming delinquent. The
CFPB preliminarily determines that the
subject sentence has limited utility for
the new proposed procedural safeguards
in § 1024.41(f). The CFPB is also
proposing to relocate existing comment
53 86
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41(f)(3)(ii)(C)–2, which generally
provides that communication from a
borrower’s representative constitutes
communication from the borrower
themselves, to proposed comment
41(f)(2)(ii)–2. Though existing comment
41(f)(3)(ii)(C)–2 was finalized as part of
the now expired temporary special
COVID–19 loss mitigation procedural
safeguards in § 1024.41(f)(3), the CFPB
preliminarily believes that it remains
applicable to the new proposed
procedural safeguards in § 1024.41(f),
and therefore proposes to relocate it
without amendment.
The CFPB requests comment on all
aspects of proposed § 1024.41(f)(2)(ii)
and, in particular, requests comment on
the following issues:
(i) Does 90 days provide borrowers
with a sufficient amount of time to
respond to a servicer’s communication
and avoid foreclosure? If not, what
amount of time is sufficient?
(ii) Does the CFPB’s proposal to
require servicers to regularly take steps
to obtain information and to regularly
take steps to contact borrowers before
making the first notice or filing required
by applicable law for any judicial or
non-judicial foreclosure process, or if
applicable, before advancing the
foreclosure process, adequately provide
servicers with the appropriate
incentives to make regular attempts to
obtain missing information or contact
the borrower regarding loss mitigation
determinations? Should the CFPB
consider more specific requirements, or
provide additional clarification in the
commentary, for determining when a
servicer has ‘‘regularly taken steps’’ in
accordance with proposed
§ 1024.41(f)(2)(ii)? Are there ways that
the CFPB could further simplify and
streamline these proposed
requirements?
vi. Abandoned Property
The CFPB recognizes that the 2021
Mortgage Servicing Final Rule’s
temporary special COVID–19 procedural
safeguards included an exception for
abandoned property, generally stating
that the servicer may begin the
foreclosure process if the property
securing the mortgage loan is
abandoned according to the laws of the
State or municipality where the
property is located. As described in the
preamble to that rule, this procedural
safeguard was specific to the
circumstances of the COVID–19
pandemic, including the extended
foreclosure moratorium, and the
expected surge in foreclosure activity.
The CFPB stated that this safeguard was
not intended to define abandoned
property or principal residence more
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broadly for purposes of Regulation X.
The CFPB requests comment on all
aspects of proposed § 1024.41(f)(2)(ii),
including on whether the CFPB should
include an abandoned property
exception in this rulemaking, and, if so,
what the content of that exception
should be.
vii. Fee Protections
The CFPB proposes to replace the
temporary COVID–19 procedural
safeguards at § 1024.41(f)(3) with a
proposed requirement that during a loss
mitigation review cycle, no fees beyond
the amounts scheduled or calculated as
if the borrower made all contractual
payments on time and in full under the
terms of the mortgage contract shall
accrue on the borrower’s account.
The CFPB preliminarily determines
that borrowers who have made a request
for loss mitigation assistance should not
continue accruing fees that make it
harder for them to resolve the
delinquency and avoid foreclosure. In
addition, the CFPB preliminarily
determines that fee protections may
create incentives for servicers under the
proposed new framework to efficiently
process a borrower’s request for loss
mitigation assistance and evaluate them
for loss mitigation solutions quickly and
accurately.
The CFPB has previously
acknowledged that the waiver of
delinquency-related fees benefits
borrowers who are already experiencing
financial hardship. In the 2020 Mortgage
Servicing Interim Final Rule and the
2021 Mortgage Servicing Final Rule
(COVID–19-related mortgage servicing
rules finalized in line with section 4022
of the CARES Act,54 which restricted
the accrual of interest, penalties, and
fees during forbearance), the CFPB
allowed servicers to offer certain loss
mitigation options to borrowers even if
the borrowers had not yet submitted a
complete application, as long as the
options incorporated a fee waiver as a
safeguard. In the 2020 Mortgage
Servicing Interim Final Rule, the CFPB
explained that benefits of the fee waiver
included (1) eliminating the immediate
potential risk of foreclosure, (2)
permitting borrowers to resume
repayment with no delinquency and no
additional fees or interest, and (3)
enabling borrowers to better plan how to
eventually repay the amount that was
deferred. Similarly, in the 2021
Mortgage Servicing Final Rule, the
CFPB explained that loss mitigation
options qualifying for the complete
54 The Coronavirus Aid, Relief, and Economic
Security Act (CARES Act), Public Law 116–136,
section 4022, 134 Stat. 281, 490 (2020).
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application exception adopted in the
final rule (which included required fee
waivers) avoided imposing additional
economic hardship on borrowers who
had already experienced prolonged
hardship due to the pandemic.
The proposed fee protection would be
broad, and would restrict the accrual of
interest, penalties, and fees during the
loss mitigation review cycle. Though
this broad prohibition may result in
servicers making payments to third
party companies for delinquency-related
services that servicers may not be able
to recoup, as stated above, the CFPB
preliminarily determines that this result
may further create incentives for
servicers to process loss mitigation
applications quickly and accurately in
order to minimize costs and lost
revenue.
viii. Removing Aspects of the Current
Application-Based Framework From
§ 1024.41
As discussed in detail above, the
CFPB proposes to amend the existing
§ 1024.41 loss mitigation framework to
simplify the loss mitigation process for
borrowers and servicers, and to provide
more flexibility to servicers while
continuing to protect borrowers from
avoidable foreclosures and certain fees.
As a result of the proposed
amendments, the CFPB proposes to
remove most of the application-based
framework from § 1024.41. Specifically,
the CFPB proposes to remove the
existing provisions regarding loss
mitigation application reviews and
notices in § 1024.41(b); complete
application evaluations and notices in
§ 1024.41(c)(1); ‘‘anti-evasion’’ faciallycomplete applications, and exceptions
for short-term loss mitigation options
and COVID–19-related options in
§ 1024.41(c)(2); notices of complete
application in § 1024.41(c)(3); and the
associated commentary. The CFPB is
also proposing to remove
§ 1024.41(c)(4), which generally requires
a servicer to exercise reasonable
diligence in obtaining information or
documentation not in the borrower’s
control; however, as discussed in detail
in part IV.C, the CFPB plans to
incorporate the general requirements of
existing § 1024.41(c)(4) into proposed
§ 1024.41(c)(2). The CFPB is also
proposing a technical edit to
§ 1024.38(b)(2)(vi). This proposed
technical edit would remove the
reference to the notice requirement in
existing § 1024.41(b)(2)(i)(B), which the
CFPB proposes to remove.
The CFPB preliminarily determines
that these provisions are no longer
necessary under the proposed loss
mitigation framework. Under the new
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framework that the CFPB is proposing,
all borrowers would receive foreclosure
protections as soon as they request loss
mitigation assistance. Thus, under the
proposed loss mitigation framework, the
existing § 1024.41 provisions listed
above are no longer necessary. For
example, it would no longer be
necessary to define an application as
either complete or incomplete for
purposes of the CFPB’s loss mitigation
rules, as the proposed loss mitigation
framework removes that distinction. In
addition, it would no longer be
necessary to require the servicer to
notify the borrower within five days that
the servicer has received and
determined that the loss mitigation
application is incomplete to ensure the
borrower has enough time to complete
its loss mitigation application and
obtain foreclosure protections because
the proposed loss mitigation framework
would require all borrowers to receive
foreclosure protections as soon as they
request loss mitigation assistance.
The CFPB also proposes conforming
changes to § 1024.41(k) and its
associated commentary. Generally,
existing § 1024.42(k) addresses
servicers’ obligations and borrower
protections following a mortgage
servicing transfer when a loss mitigation
application is pending. Primarily, the
proposed conforming changes would
replace the terms loss mitigation
application and complete loss
mitigation application with references
to a request for loss mitigation
assistance. The CFPB also proposes to
make other changes throughout
§ 1024.41(k) and its associated
commentary to conform to the changes
discussed elsewhere in this proposal.
The CFPB requests comment on all
aspects of its proposal to remove the
existing loss mitigation framework in
§ 1024.41 and associated commentary.
In particular, the CFPB requests
comment on whether the CFPB should
consider alternatives that would retain
parts of the existing § 1024.41 loss
mitigation framework. For example,
consumer advocates have suggested the
CFPB amend the definition of
‘‘complete application’’ in existing
§ 1024.41(b)(1) to include a list of
specific documents that a borrower
must submit. If so, how would their
retention combine with the proposed
§ 1024.41 loss mitigation framework?
B. Changes to Early Intervention
Requirements (§ 1024.39)
In addition to removing language
relating to the COVID–19 pandemic, as
discussed in part IV.G, the CFPB
proposes to amend the early
intervention requirements in § 1024.39
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in three other ways. First, it proposes to
amend the content of § 1024.39(b)
written notices to require that those
notices include certain additional
information, such as the name of the
investor currently holding the
borrower’s mortgage. Second, it
proposes to create alternative early
intervention notice requirements in
§ 1024.39(e) for borrowers performing
under the terms of a forbearance
agreement. Third, it proposes to amend
comments 39(a)–4.i.A and 39(a)–6 so
that those comments reflect the
procedural safeguards established by
proposed § 1024.41(f).
1. Requiring Investor Specific
Information in Written Early
Intervention Notices
The CFPB proposes to require a
servicer to include additional
information in the written early
intervention notices required under
§ 1024.39(b)(2) to more fully inform the
borrower about loss mitigation options
that may be available from the owner or
assignee of the borrower’s loan. Under
these proposed requirements, a servicer
would provide contact information for
borrowers to access a list of such loss
mitigation options, the name of the
investor, i.e., owner or assignee of the
borrower’s loan, as well as additional
descriptive information about each type
of loss mitigation option that is
generally available from that investor.
The CFPB also proposes to make
conforming changes to relevant existing
commentary and to remove model
clauses MS–4(A) and MS–4(B),
currently in appendix MS–4.
Servicers are currently required to
provide a delinquent borrower with a
written early intervention notice
containing certain information no later
than 45 days into the borrower’s
delinquency and at specified intervals
thereafter while the borrower remains
delinquent.55 Section 1024.39(b)(2)
currently requires that written early
intervention notices include certain
information to ensure that a borrower is
made aware of available loss mitigation
options and the ability to contact the
servicer to understand their options.
Section 1024.39(b)(2)(ii) currently states
that the written early intervention
notice must include the telephone
number to access servicer personnel
assigned pursuant to § 1024.40(a) and
the servicer’s mailing address. Sections
1024.39(b)(2)(iii) and (iv) currently
require that, if applicable, the written
early intervention notice must include a
statement providing a brief description
55 These requirements are similar to those
imposed by the GSEs and FHA.
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of examples of loss mitigation options
that may be available from the servicer,
and either application instructions or a
statement informing the borrower how
to obtain more information about loss
mitigation options from the servicer.
As discussed in part IV.A, the CFPB
is proposing to allow servicers to review
borrowers for loss mitigation options
sequentially rather than requiring that
servicers evaluate a borrower for all
available options at the same time. As
a result, under the proposed rule, a
borrower may only receive information
about the option for which they were
most recently reviewed. Borrowers
could benefit, however, from more
information at the beginning of the
process in order to better understand
their options.
The CFPB is proposing to require
servicers to include two additional
resources for borrowers, the details of
which would be disclosed under
§ 1024.39(b)(2)(ii). In addition to the
telephone number to access servicer
personnel assigned pursuant to existing
§ 1024.40(a) and the servicer’s mailing
address, the CFPB is proposing that the
written early intervention notice must
also include the telephone number
where the borrower can access a list of
all loss mitigation options that may be
available from the owner or assignee of
the borrower’s loan and a website to
access the same list of all loss mitigation
options that may be available from the
owner or assignee of the borrower’s
loan. The telephone number provided
may be the same as the telephone
number to access servicer personnel,
which is already required to be included
in the written early intervention notice
under Regulation X’s continuity of
contact provision pursuant to
§ 1024.40(a). The website would be a
resource where borrowers in
delinquency could obtain information
about all loss mitigation options that the
owner or assignee of their loan may
make available. Servicers may outsource
the development and maintenance of
the website, but must ensure that the
information available is accessible,
accurate, and complete.
The CFPB is proposing that the
servicer disclose the name of the owner
or assignee of the borrower’s loan along
with a statement providing a brief
description of each type of loss
mitigation option that is generally
available from the investor of the
borrower’s loan under
§ 1024.39(b)(2)(iii). The CFPB is
proposing that the servicer disclose the
name of the owner or assignee of the
loan both for transparency and so that
borrowers and their housing counselors
may better navigate the loss mitigation
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process and understand what loss
mitigation options may be available to
them from the particular investor on
their loan through the servicer. The
CFPB is proposing to change the
language in existing § 1024.39(b)(2)(iii)
from servicer to owner or assignee
because available loss mitigation
options are determined by the investor
and not the servicer. This proposed
change is not intended to be
substantive, but rather is for the purpose
of clarifying and cross-referencing the
terminology used across Regulation X
when referring to loss mitigation
options as defined under § 1024.31.
The CFPB is proposing to amend the
existing § 1024.39(b)(2)(iii) requirement
that servicers include a statement
providing a brief description of
examples of loss mitigation options that
may be available from the investor.
Under the proposed rule, servicers
would be required to include a
statement providing a brief description
of each type of loss mitigation option
that is generally available from the
investor. The existing framework allows
servicers to list generic examples of loss
mitigation options, without specifying a
number of examples or requiring that all
types or categories of loss mitigation
options are listed on the written early
intervention notice. The proposed
amendment would instead require
servicers to provide greater specificity to
borrowers based on the types of loss
mitigation that the investor offers, but
would strike a balance by still not
necessarily requiring a description of all
individual programs that may be
available from the investor on the
borrower’s loan in the written early
intervention notice itself. For example,
types of loss mitigation options could
include forbearance, deferral, and loan
modification. Under the proposed rule,
if the investor offers various
forbearance, deferral, and loan
modification programs, each such
category would constitute a different
type of loss mitigation option and
servicers need only give a brief
description of each category, even if
there were multiple programs under
each category made available by the
investor. Consistent with this change,
the CFPB is proposing to make
conforming terminology amendments to
existing comments 39(b)(2)(iii)–1 and
39(b)(2)(iii)–2.
The CFPB is proposing to amend
§ 1024.39(b)(2)(iv) to include a
statement informing the borrower how
to make a request for loss mitigation
assistance, and no longer require the
inclusion of a statement informing the
borrower about how to obtain more
information about loss mitigation
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options from the servicer. The proposed
additions in § 1024.39(b)(2)(ii) and (iii)
would otherwise require the servicer to
provide more information about loss
mitigation options that may be
available, without a request for more
information from the borrower. The
borrower would still receive the
telephone number to access servicer
personnel and the servicer’s mailing
address should the borrower wish to
seek additional information about loss
mitigation assistance beyond that which
would already be made available
through the proposed requirements. For
consistency, the CFPB is proposing to
make conforming terminology
amendments to existing comment
39(b)(2)(iv)–1.
The CFPB is also proposing to remove
model clauses MS–4(A) and MS–4(B) in
appendix MS–4, as well as relevant
regulatory text in § 1024.39(b)(3), which
allows servicers to use model clauses
MS–4(A) and MS–4(B) to comply with
the requirements of § 1024.39(b). The
CFPB proposes these changes because
the language in model clauses MS–4(A)
and MS–4(B) would no longer align
with the proposed rule’s requirements.
requirement that servicers send a notice
to borrowers at least 30 days before the
end of their forbearance period that
explains their options post-forbearance.
The CFPB proposes to address these
concerns by creating alternative early
intervention notice requirements for
borrowers performing pursuant to the
terms of a forbearance. These proposed
requirements would replace the current
temporary COVID–19 related live
contact provisions at § 1024.39(e) and
would consist of three provisions,
proposed § 1024.39(e)(1), (2), and (3). As
discussed in more detail below,
proposed § 1024.39(e)(1) would provide
that servicers may forgo the live contact
and written early intervention notice
requirements of § 1024.39(a) and (b)
while a borrower is in a forbearance;
proposed § 1024.39(e)(2) would provide
that servicers must provide delinquent
borrowers with forbearance-specific live
contact and written early intervention
notices prior to the scheduled end date
of their forbearance; and proposed
§ 1024.39(e)(3) would establish
procedures for resuming compliance
with § 1024.39(a) and (b) after a
borrower’s forbearance period ends.
2. Alternative Early Intervention Notice
Requirements for Borrowers Performing
Pursuant to the Terms of a Forbearance
Under the existing rules, servicers
generally must provide early
intervention live contact and written
notices to delinquent borrowers,
including borrowers performing
pursuant to the terms of a forbearance.
In response to its September 2022
Request for Information (RFI),56 the
CFPB received comments asking it to
change how these requirements apply to
borrowers who have accepted a
forbearance. One industry trade group
noted that requiring early intervention
notices to continue while a borrower is
performing pursuant to the terms of a
forbearance creates unnecessary
borrower confusion because the notices
do not reflect the fact that the borrower
and the servicer have entered into a
forbearance. Additionally, several
consumer advocates indicated that the
current early intervention notice
requirements are deficient because they
do not require servicers to provide
borrowers in forbearance with written
notice at the end of their forbearance
period. These commenters asked the
CFPB to consider adding a new
i. Partial Exemption From § 1024.39(a)
and (b) if a Borrower Is Performing
Pursuant to the Terms of a Forbearance
(Section 1024.39(e)(1))
The CFPB proposes to add a new
§ 1024.39(e)(1) that would partially
exempt servicers from the requirements
of § 1024.39(a) and (b) while a borrower
performs pursuant to the terms of a
forbearance. As noted above, providing
borrowers with early intervention
notices while they are in forbearance
may create borrower confusion. For
example, a borrower who just entered
into a forbearance may think that the
servicer failed to process the
forbearance if, shortly after executing
the agreement, they receive a written
early intervention notice encouraging
them to contact their servicer to learn
more about loss mitigation options and
how to apply. Additionally, where the
borrower and servicer have entered into
a forbearance, borrower-servicer
communication is already established,
obviating the need for early intervention
notices as a tool to prompt such
communication.57 Furthermore, as
discussed in part IV.A, proposed
§ 1024.41(f)(2) would provide borrowers
CFPB, Request for Information Regarding
Mortgage Refinances and Forbearances, 87 FR
58487 (Sept. 27, 2022); see also CFPB, Request for
Information: Mortgage Refinances and
Forbearances, Docket ID CFPB–2022–0059, https://
www.regulations.gov/document/CFPB-2022-00590001/comment (last visited July 1, 2024).
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57 As discussed in the 2013 Mortgage Servicing
Final Rule, one of the principal rationales for
requiring early intervention loss mitigation notices
is to correct impediments to borrower-servicer
communication so that borrowers have a reasonable
opportunity to pursue loss mitigation at the early
stages of their delinquency. See 78 FR 10696,
10788–89 (Feb. 14, 2013).
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with foreclosure protections for the
entirety of a loss mitigation review
cycle, such that a servicer could not
initiate or advance foreclosure
proceedings against a borrower who
accepts a forbearance unless the
procedural safeguards in proposed
§ 1024.41(f)(2)(i) or (ii) were met. As a
result, suspending early intervention
requirements while a borrower performs
pursuant to the terms of a forbearance
poses less risk to the borrower alongside
these proposed procedural safeguards.
ii. Contact and Notice Requirements for
a Forbearance Nearing Its Scheduled
End (Section 1024.39(e)(2))
The CFPB proposes to add a new
§ 1024.39(e)(2) that would require
servicers to attempt to establish live
contact with and to send written notices
to delinquent borrowers nearing the
scheduled end of their forbearance.
Specifically, proposed § 1024.39(e)(2)(i)
would provide that servicers must make
good faith efforts to establish live
contact with delinquent borrowers at
least 30 days, but no more than 45 days,
before the scheduled end of their
forbearance. During such live contact,
servicers would be required to notify
delinquent borrowers of the date their
forbearance is scheduled to end and of
the availability of loss mitigation
options, if appropriate, as set forth in
§ 1024.39(a). Similarly, proposed
§ 1024.39(e)(2)(ii) would provide that
servicers must send delinquent
borrowers a written notice at least 30
days, but no more than 45 days, before
the scheduled end of their forbearance.
This written notice would disclose the
date that the borrower’s current
forbearance is scheduled to end as well
as the content of the written notice as
set forth in proposed § 1024.39(b)(2)(i)
through (v).
These live contact and written notice
requirements would apply only to
delinquent borrowers because
delinquent borrowers typically will
need to apply for additional loss
mitigation options. In contrast, if a
borrower were to cure their delinquency
during their forbearance period, the
information provided by proposed
§ 1024.39(e)(2) would not be relevant to
the borrower and, in fact, could confuse
the borrower by incorrectly stating that
they were delinquent.
The CFPB proposes that servicers
must provide the live contact and
written notices described in proposed
§ 1024.39(e)(2)(i) and (ii) at least 30
days, but no more than 45 days, before
the scheduled end of a borrower’s
forbearance for several reasons. First,
this timing should help maximize the
likelihood that borrowers have time to
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apply for additional loss mitigation
while being close enough to the end of
forbearance that it is sensible for them
to do so. Second, the CFPB understands
that some mortgage investors already
require servicers to contact borrowers at
least 30 days before the scheduled end
of their forbearance.58 Aligning the
timing of the live contact and written
notice requirements described in
proposed § 1024.39(e)(2)(i) and (ii) with
existing investor requirements should
avoid duplicative contact efforts that
would increase servicer burden and
potentially cause borrower confusion.
Third, the CFPB preliminarily finds that
the communications described in
proposed § 1024.39(e)(2)(i) and (ii)
would be more useful to borrowers if
they occurred roughly
contemporaneously. For example,
borrowers and servicers may have more
productive conversations if borrowers
have access to the written notice at the
time of live contact. Alternatively, if the
written notice arrived shortly after the
servicer established live contact, it
could reinforce the information
provided during live contact.
The CFPB further proposes to tie the
timing requirements described in
proposed § 1024.39(e)(2)(i) and (ii) to
the scheduled end of the borrower’s
forbearance rather than the actual end
date of the borrower’s forbearance
because a consumer may leave a
forbearance early or the parties may
agree to extend the forbearance period.
As a result, tying the timing
requirements to the scheduled end of
the borrower’s forbearance would
provide servicers a more certain date for
compliance purposes. If a borrower’s
forbearance ended before the servicer
either sent the written notice described
in proposed § 1024.39(e)(2)(ii) or
attempted to establish live contact as
described in proposed § 1024.39(e)(2)(i),
proposed § 1024.39(e)(3) would provide
servicers with procedures for resuming
compliance with § 1024.39(a) and (b).
The live contact and written notice
requirements described in proposed
§ 1024.39(e)(2)(i) and (ii) would parallel
the live contact and written notice
requirements described in § 1024.39(a)
and (b)(2), respectively, except that they
also would require the servicer to
disclose the date that the borrower’s
forbearance is scheduled to end. The
58 See Fannie Mae, Forbearance Plan Terms, In
Fannie Mae Servicing Guide—Fannie Mae Single
Family, at 319 (May 8, 2024), https://
singlefamily.fanniemae.com/media/39096/display
(Fannie Mae Forbearance Plan Terms); Freddie Mac
Single Family, Contact Requirements when
transitioning from a forbearance plan (Oct. 11,
2023), https://guide.freddiemac.com/app/guide/
section/9203.14.
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CFPB proposes this approach for two
reasons. First, borrowers who remain in
forbearance for many months are likely
to benefit from a reminder about the
need to work with their servicer if they
wish to obtain a permanent loan
modification. Second, because proposed
§ 1024.39(e)(1) would partially exempt
servicers from the requirements of
§ 1024.39(a) and (b) while a borrower
performs pursuant to the terms of a
forbearance agreement, borrowers who
remain in forbearance for many months
also likely would not receive the early
intervention notices required by
§ 1024.39(a) and (b) for several months
and likely would benefit from receiving
such information again given the lapse
of time since they were previously
provided such notices.
iii. Procedures for Resuming
Compliance With § 1024.39(a) and (b)
(Section 1024.39(e)(3))
Proposed § 1024.39(e)(3) would
provide that, when a forbearance ends
for any reason, including, but not
limited to, the borrower’s successful
completion of a forbearance or the
borrower’s nonperformance under the
terms of a forbearance, a servicer that
was exempt from § 1024.39(a) and (b)
pursuant to § 1024.39(e)(1) must resume
compliance with § 1024.39(a) and (b)
after the next payment due date
following the forbearance end date. This
proposed approach would align with
the approach used in § 1024.39(c)(2) for
resuming compliance with § 1024.39(a)
and (b) after the borrower has become a
debtor in a bankruptcy proceeding.59
Additionally, the CFPB preliminarily
finds that resuming compliance on the
next payment due date provides
servicers with a clear date for resuming
compliance.
Existing § 1024.39(b)(1) provides that
a servicer is not required to provide the
written notice required by § 1024.39(b)
more than once during any 180-day
period. Because it would be functionally
identical to the § 1024.39(b) written
notice, the § 1024.39(e)(2)(ii) written
notice is a suitable substitute for the
§ 1024.39(b) written notice and should
reset the start date for calculating the
180-day period in § 1024.39(b). To this
end, proposed § 1024.39(e)(3) would
clarify that, for purposes of providing
the written notice required by
§ 1024.39(b) after resuming compliance,
the 180-day period referenced in
§ 1024.39(b) begins with the date the
59 See 12 CFR 1024.39(c)(2)(i) (‘‘[A] servicer that
was exempt from paragraphs (a) and (b) of this
section . . . must resume compliance with
paragraphs (a) and (b) of this section after the next
payment due date that follows the earliest of the
following events . . ..’’) (emphasis added).
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servicer provided the last written notice
to the borrower under either
§ 1024.39(b) or § 1024.39(e)(2)(ii),
whichever is later.
3. Amendment To Comment 39(a)–4.i.A
Promptly after establishing live
contact, § 1024.39(a) requires a servicer
to inform a delinquent borrower about
the availability of loss mitigation
options ‘‘if appropriate.’’ Existing
comment 39(a)–4.i states that it is
appropriate for a servicer to inform a
delinquent borrower about the
availability of loss mitigation options if
the borrower notifies the servicer of a
material adverse change in their
financial circumstances that is likely to
cause them to experience a long-term
delinquency for which loss mitigation
options may be available.
The CFPB proposes to amend the
example in comment 39(a)–4.i.A to
clarify that it is appropriate for a
servicer to inform a delinquent borrower
about the availability of loss mitigation
options if the borrower notifies the
servicer of a hardship for which a loss
mitigation option may be available. The
CFPB proposes this change to make
clear that it would be appropriate to
inform borrowers about the availability
of loss mitigation options whenever a
loss mitigation option may be available
to the borrower, irrespective of the
projected length of the borrower’s
delinquency or the extent to which the
borrower’s financial circumstances have
changed.
4. Amendment To Comment 39(a)–6
Existing comment 39(a)–6 clarifies,
among other things, that:
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[i]f the servicer has established and is
maintaining ongoing contact with the
borrower under the loss mitigation
procedures under § 1024.41, including
during the borrower’s completion of a loss
mitigation application or the servicer’s
evaluation of the borrower’s complete loss
mitigation application, or if the servicer has
sent the borrower a notice pursuant to
§ 1024.41(c)(1)(ii) that the borrower is not
eligible for any loss mitigation options, the
servicer complies with § 1024.39(a) and need
not otherwise establish or make good faith
efforts to establish live contact.
To reflect the new loss mitigation
requirements in proposed § 1024.41,
discussed in part IV.A, proposed
comment 39(a)–6 would replace the
phrase ‘‘maintaining ongoing contact
with the borrower under the loss
mitigation procedures under § 1024.41’’
with the phrase ‘‘maintaining regular
contact with the borrower during a loss
mitigation review cycle under
§ 1024.41’’ and would strike examples
referencing the borrower’s completion
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of a loss mitigation application, the
borrower’s complete loss mitigation
application, and the § 1024.41(c)(1)(ii)
notice.
The CFPB requests comment on all
aspects of proposed § 1024.39(e) and, in
particular, requests comment on the
following issues:
(i) Do the live contact and written
notice requirements in proposed
§ 1024.39(e)(2)(i) and (ii) align with
existing investor requirements for
contacting borrowers before the end of
their forbearance period?
(ii) Would borrowers in a forbearance
who are no longer delinquent for
purposes of § 1024.39 benefit from
additional servicer contact before the
scheduled end of their forbearance
period? If so, what information should
servicers provide to such borrowers
during such contact?
C. Loss Mitigation Determinations—
Covered Errors and Appeals Process
(§§ 1024.35 and 1024.41)
The CFPB proposes to amend
Regulation X to clarify that inaccurate
loss mitigation determinations are a
covered error under the existing error
resolution provisions in § 1024.35. In
addition, the CFPB proposes to amend
the current loss mitigation appeal
process provisions in § 1024.41(h) to
clarify how they relate to the procedures
in § 1024.35 and to expand them to
cover all loss mitigation determinations,
instead of only loan modification
denials. Lastly, the CFPB proposes to
amend comment 41(h)(3)–1 to remove
all references to a complete application,
conforming to changes the CFPB
proposes to make throughout § 1024.41,
as discussed above.
The CFPB is aware of confusion about
whether the ‘‘catch-all’’ category in the
error resolution procedures in
§ 1024.35(b)(11) includes loss mitigation
determinations. Although the CFPB did
not explicitly specify loss mitigation
determinations as a covered error
category in the 2013 Mortgage Servicing
Final Rule, it has always intended for
the catch-all to cover a broad range of
errors—including errors related to loss
mitigation determinations. However,
courts have interpreted this issue
inconsistently, with some courts finding
that the catch-all does include loss
mitigation determinations, and others
finding that it does not. Thus, the CFPB
believes that it should provide clarity on
this issue in a manner that is consistent
with its longstanding interpretation and
original intent.
Given the interrelatedness of the
subject matter and policy goals of the
two provisions, the CFPB proposes to
amend both the error resolution
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provision in § 1024.35 and the appeal
process provision in § 1024.41(h) as
described below.
1. Error Resolution Provisions
Regulation X’s error resolution
provisions in § 1024.35 currently
implement RESPA sections 6(k)(1)(C)
and 6(e), requiring a servicer to comply
with several specific procedural
requirements, including conducting a
reasonable investigation, for any written
notice from the borrower that asserts a
covered error and that meets other
specified criteria. Under RESPA,
servicers must respond to qualified
requests to address errors related to
‘‘allocation of payments, final balances
for purposes of paying off the loan, or
avoiding foreclosure, or other standard
servicer’s duties.’’ 12 U.S.C.
2605(k)(1)(C). Section 1024.35 lists ten
specifically enumerated categories of
covered errors, plus a catch-all for ‘‘any
other error relating to the servicing of a
borrower’s mortgage loan.’’
The CFPB has consistently viewed
servicer activities related to whether a
borrower is able to avoid foreclosure—
including loss mitigation
determinations—as core duties of
mortgage servicing, fitting squarely
within RESPA and Regulation X’s
coverage and purpose. As defined in
§ 1024.31, a loss mitigation option is an
alternative to foreclosure. Borrowers
request loss mitigation options to avoid
foreclosure, and, if a servicer makes an
error related to a loss mitigation
determination, that error ultimately may
result in a foreclosure. Losing a home
due to an avoidable foreclosure may be
one of the greatest financial harms that
can come to a mortgage borrower. Thus,
the CFPB has consistently viewed
servicer errors related to loss mitigation
determinations as errors relating to the
servicing of a borrower’s mortgage loan.
In promulgating the 2013 Mortgage
Servicing Final Rule, the CFPB
considered but declined to add an
enumerated category in § 1024.35 for a
servicer’s failure to correctly evaluate a
borrower for a loss mitigation option.60
However, the CFPB did not conclude
that errors related to loss mitigation
determinations were excluded from
§ 1024.35’s reach. Rather, the CFPB
explained in preamble that it intended
the appeals process in § 1024.41(h) as
well as the catch-all in § 1024.35 to be
available for borrowers who
encountered errors related to loss
mitigation.
The CFPB stated that it intended the
catch-all error provision to be broad and
flexible. RESPA expressly prohibits
60 78
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servicers from, among other things,
failing to take timely action to respond
to a borrower’s request to correct errors
relating to avoiding foreclosure or other
standard servicer’s duties. In
promulgating the 2013 Mortgage
Servicing Final Rule, including the error
resolution provisions, the CFPB stated
that it believed that any error related to
the servicing of a borrower’s mortgage
loan also relates to standard servicer
duties. In the preamble discussion
regarding the catch-all provision, the
CFPB stated that it recognized that the
mortgage market was fluid, and the
CFPB could not anticipate in advance
all types of errors related to servicing
that a borrower may encounter. In
finalizing the catch-all, the CFPB aimed
to create error resolution procedures
that were flexible enough to adapt to
changes in the mortgage market and to
encompass the various types of errors
that borrowers may encounter with
respect to their mortgage loans.
The CFPB emphasized that its
approach to loss mitigation was not
limited to the loss mitigation procedures
set forth in § 1024.41 but involved a
coordinated use of tools in different
provisions of the rules, including the
error resolution procedures in
§ 1024.35.61
The CFPB’s 2016 Mortgage Servicing
Final Rule reiterated the CFPB’s view
that § 1024.35’s error resolution
requirements have always applied to
errors related to loss mitigation
determinations. At that time, the CFPB
was considering whether to extend the
period during which a borrower could
exercise appeal rights in cases where
servicing of the borrower’s loan has
been transferred. The CFPB explained
that it decided not to provide such an
extension, but noted that even absent
appeal rights, borrowers may still
submit a notice of error relating to the
loss mitigation or foreclosure process
and to the servicing of the loan, and
servicers must comply with the notice
of error provisions.62
However, as noted above, the catch-all
has not always been interpreted as
broadly as the CFPB intended in the
2013 Mortgage Servicing Final Rule.
Given the inconsistent application, the
CFPB has preliminarily determined that
both servicers and borrowers would
benefit from the CFPB expressly
clarifying that errors related to loss
mitigation determinations are subject to
the error resolution procedures in
§ 1024.35. Thus, the CFPB proposes to
amend § 1024.35(b)(11) to specify that it
61 Id.at
62 81
10816.
FR 72160, 72281 (Oct. 19, 2016).
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covers a servicer’s failure to make an
accurate loss mitigation determination.
The proposed additional language
would not create additional rights for
consumers or extra burdens for
servicers. Rather the additional language
regarding inaccurate loss mitigation
determinations is intended to merely
clarify what the CFPB has always
considered to be a covered error under
the catch-all provision.
The CFPB anticipates that this
provision would work together with
proposed § 1024.41(c), which would
require servicers to provide more
specific information to borrowers in loss
mitigation determination offer and
denial notices, allowing borrowers to
have more insight into specific reasons
for servicers’ loss mitigation
determinations and whether those
inputs were accurate. Proposed
§ 1024.35(b)(11) would not, however,
cover challenges to investor
requirements or specifications, such as,
for example, a requirement that a
borrower complete a trial period before
being offered a loan modification.
2. Appeals Process
Section 1024.41(h) currently permits a
borrower to appeal a denial of a loan
modification program as long as the
borrower’s complete loss mitigation
application is timely received, and the
borrower appeals within specific
timeframes. Different personnel must
review an appeal than those responsible
for evaluating the borrower’s complete
loss mitigation application. Within 30
days of a borrower making an appeal,
the servicer must provide a notice to the
borrower stating the servicer’s
determination.
The CFPB recognizes that an appeal
process similar to that in existing
§ 1024.41(h) may be useful when a
borrower believes an error has occurred
in a loss mitigation determination. A
borrower may be more familiar with the
concept of an appeal and thus might be
more likely to submit an appeal to a
servicer rather than a notice of error
under § 1024.35. Thus, the CFPB is
proposing to retain a revised appeals
process in § 1024.41(h). As described in
proposed § 1024.41(h)(2), however,
when the appeal meets the error
resolution procedural requirements of
§ 1024.35, the proposed rule would
require servicers to treat it as a notice of
error and to comply with those
procedural requirements.
Similarly, proposed § 1024.41(h)(2)
would provide that if a borrower
submits a notice of error under
§ 1024.35 relating to a loss mitigation
determination, the notice of error is also
an appeal under § 1024.41(h) if the
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borrower submits notice of error within
14 days after the servicer provides its
loss mitigation determination. The
CFPB also proposes to amend
§ 1024.41(h)(4) to require that, when a
notice of error is also an appeal, a
servicer must complete the notice of
error response requirements in
§ 1024.35 prior to making a
determination about the borrower’s
appeal under § 1024.41(h). As a result,
the proposed rule would require
servicers to respond to a notice of error
within 30 days, the time allowed under
existing § 1024.41(h)(4) for an appeal,
even in those circumstances when
§ 1024.35 allows servicers more than 30
days to respond to notices of error.
In addition, if a borrower contests a
loss mitigation determination in a
manner that does not satisfy the
procedural requirements of § 1024.35,
the proposed rule would require a
servicer to continue to treat the
borrower’s statement as an appeal under
§ 1024.41(h) and to respond to it in
accordance with its policies and
procedures for appeals.
The appeal rights in § 1024.41(h)
currently apply only to loan
modification denials; they do not cover
other types of loss mitigation. In the
2013 Mortgage Servicing Final Rule, the
CFPB explained that it was limiting the
appeal provision to loan modification
denials because this approach
maintained consistency with existing
appeals and escalation processes
established under State law or Federal
regulatory agency requirements,
including obligations pursuant to the
National Mortgage Settlement and the
California Homeowner Bill of Rights.
This limited approach was consistent
with a national focus on loan
modifications as a necessary and underused tool for addressing the historic
rates of foreclosures. As discussed in
part II, default mortgage servicing has
changed dramatically in the intervening
years. As a result, the CFPB proposes to
amend § 1024.41(h) to apply to all loss
mitigation determinations, not just loan
modification denials. This proposed
change would require servicers to
provide appeal determination notices.
As discussed below in this part, in the
case of a loss mitigation offer, the
primary benefit to borrowers of
requiring detailed determination notices
is to assist the borrower with potential
appeals or notices of error in cases
where the terms of the offer may depend
on borrower-provided inputs. By
providing details on the inputs used as
basis for the determination, the
proposed notices may enable borrowers
to recognize errors in determinations
and to file a notice of error or an appeal.
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Finally, the CFPB proposes to amend
§ 1024.41(h)(1) to remove the reference
to the servicer receiving a complete loss
mitigation application 90 days or more
before a foreclosure sale, because it
would no longer be applicable under the
proposed framework.
3. Loss Mitigation Determination
Notices
The CFPB proposes to amend the loss
mitigation determination notice and
loan modification denial notice
provisions in existing § 1024.41(c) and
(d) to require that servicers provide
determination notices regarding both
offers and denials as well as all types of
loss mitigation options, instead of just
loan modifications. Under the proposed
rule, servicers would provide borrowers
with additional information in
connection with their loss mitigation
determinations, including, for example,
the specific reason or reasons for the
determination to offer or deny loss
mitigation assistance and any key
borrower-provided inputs that served as
the basis of the determination. The
CFPB also proposes requirements
regarding offers of loss mitigation from
a servicer when a borrower has not
requested loss mitigation assistance.
The CFPB proposes to make conforming
changes to relevant existing
commentary and renumber certain
provisions for alignment with the
proposed changes.
Additionally, under this proposal,
existing § 1024.41(c)(4), which relates to
denials of loss mitigation solely because
the servicer lacks required documents or
information not in the borrowers’
control and associated determination
notices, would be relocated to
§ 1024.41(c)(2) with certain revisions.
Section 1024.41(c) currently requires
servicers to evaluate a borrower for all
available loss mitigation options upon
receipt of a complete application and to
provide, among other information, a
notice stating the servicer’s
determination of which loss mitigation
options, if any, it will offer to the
borrower. Under existing § 1024.41(d), if
the servicer denies the borrower any
trial or permanent loan modification
option, the notice must include
information such as the specific reason
or reasons for the servicer’s
determination, but this requirement
does not apply to determinations on loss
mitigation options other than loan
modifications.
As discussed above in part IV.A, the
CFPB proposes to replace the existing
loss mitigation framework with a new
framework that will allow servicers to
review borrowers for loss mitigation
options sequentially. Accordingly, the
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CFPB proposes to amend § 1024.41(c) to
remove references to complete
applications and related timing
requirements so that it instead focuses
on loss mitigation determination notice
requirements more generally. The
notices would add new specific
information as well as include some of
the information required under existing
§ 1024.41(c), such as the amount of a
time a borrower has to accept or to reject
an offer and the right to appeal.
i. Expansion of Determination Notice
Requirements to Offers and Loss
Mitigation Options Other Than Loan
Modifications
Under existing § 1024.41(d),
borrowers only receive the specific
reason or reasons for a loss mitigation
determination when that determination
is a denial. The CFPB preliminarily
determines that servicers should be
required to disclose the same
information for loss mitigation offers in
order to inform borrowers about the
information relied upon while
conducting the review, as this
information could require correction or
serve as the basis for an appeal. As
noted in part II, non-loan modification
loss mitigation options, such as
forbearances, deferrals, and partial
claims, have become increasingly
common in recent years. The CFPB
therefore also proposes to broaden the
determination notice requirements to
apply more generally to all types of loss
mitigation offers and denials, not solely
denials of loan modifications.
ii. Additional Information in
Determination Notices
In addition to disclosing the amount
of time the borrower has to accept or to
reject an offer, notice of the borrower’s
right to appeal the loss mitigation
determination, and the specific reason
or reasons for that loss mitigation
determination, the CFPB is proposing to
require that servicers include the
additional information discussed below
in determination notices.
a. Borrower-Provided and Non-Borrower
Provided Inputs
Servicers may rely on a variety of
borrower-provided and non-borrowerprovided inputs when determining
whether to offer or to deny loss
mitigation assistance to a borrower.
Borrower-provided inputs, for example,
can include information such as
household income. Non-borrower
provided inputs, for example, can
include property valuations and credit
scores. The CFPB proposes to require
disclosure of the key borrower-provided
inputs that served as the basis for the
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determination. For example, if a servicer
relied on income information provided
by the borrower, the servicer would be
required to state that this information
served as the basis for the determination
and to provide the income figure relied
upon. The CFPB preliminarily
determines that borrowers would
benefit from being made aware of the
specific information that went into the
servicer’s determination so that they
have an opportunity to correct any
errors, file an appeal, or both. Errors
could prevent a borrower from being
appropriately evaluated for all available
loss mitigation options for which they
may be eligible, and therefore lead to a
foreclosure action that could have been
avoided. Allowing the borrower insight
into the specific borrower-provided
inputs in the written determination
notice may help ensure the borrower
promptly contacts the servicer and seeks
a correction where there is an error. The
CFPB preliminarily determines that
providing this information to borrowers
may prevent avoidable foreclosures.
The CFPB is not requiring proactive
disclosure of all non-borrower provided
inputs, although a borrower or the
borrower’s representative would be able
to access this information via mail,
telephone, or website, as detailed in the
notice. Such information may not be
useful to the borrower when they are
simply used in the review process and
do not serve as the basis for the
determination. For example, a servicer
could deny a loan modification after
reviewing the borrower’s income
information, credit score, and the
property’s present value. Under the
proposed rule, if the servicer only relied
on the borrower’s income in making the
determination, the servicer would only
be required to disclose the borrower’s
income relied on and not the property
value or credit score. If, however, credit
score was determinative for the servicer,
the servicer would be required to
disclose the credit score as the specific
reason for the determination. The CFPB
is aware that certain borrower-provided
inputs constitute sensitive consumer
information. As the CFPB has
previously noted, it expects servicers
and other financial institutions to take
appropriate measures to protect
consumer data.63
The CFPB proposes that
determination notices must include a
telephone number, mailing address, and
website to access a list of non-borrower
provided inputs, if any, that the servicer
63 See CFPB, Consumer Financial Protection
Circular 2022–04 (Aug 11, 2022), https://
www.consumerfinance.gov/compliance/circulars/
circular-2022-04-insufficient-data-protection-orsecurity-for-sensitive-consumer-information/.
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used in making the loss mitigation
determination. The CFPB preliminarily
determines that it would be useful for
borrowers exercising their appeal rights
and seeking this information to have
access to it upon request, such that
borrowers could readily identify and
correct any errors on file with the
servicer.
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b. Enabling the Borrower To Access a
List All Loss Mitigation Options That
May be Available From the Investor
Consistent with allowing for
sequential loss mitigation review, the
CFPB proposes that a written
determination notice must include a
telephone number and website to access
a list of all loss mitigation options that
may be available from the investor. This
proposed requirement mirrors the
CFPB’s proposed requirements as to the
written early intervention notice, such
that the borrower would be able to
access this resource readily at this stage
of the loss mitigation review process
rather than solely at the point of early
intervention. Making this information
more accessible to the borrower is
expected to allow borrowers to assess
their options in deciding whether to use
their appeal rights, file a notice of error,
accept or decline an offer, or request
review for a different loss mitigation
option.
Under the proposed rule, the servicer
would be responsible for ensuring that
the website is accessible, contains
accurate information, and that the lists
are complete, but the servicer may
outsource the development and/or
maintenance of the website to a third
party. The requirement that this
information also be available via
telephone is intended to ensure that
borrowers who may not have access to
the internet are still able to receive this
information. The telephone number may
be, but is not required to be, the same
as the telephone number that a servicer
may provide in order for the borrower
to contact assigned personnel under the
continuity of contact provision pursuant
to § 1024.40(a)(2). The CFPB anticipates
that this requirement should not overly
burden servicers because it is the same
information made available in the
written early intervention notice
provided pursuant to § 1024.39(b).
c. Remaining Available Loss Mitigation
Options, Previously Offered Options,
and Continued Availability of Offered
Options
The CFPB also proposes to require
servicers to disclose additional
information about remaining loss
mitigation options, including previously
offered options that the borrower did
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not accept, and whether offered options
will remain available if the borrower
requests review for additional options
prior to accepting or rejecting an offer.
Informing the borrower of all other loss
mitigation options that are still
available, if applicable, along with a
clear statement describing the next steps
the borrower must take to be reviewed
for those options, could be useful for the
borrower to engage with the servicer as
to what loss mitigation assistance they
could still request following the
determination. If no loss mitigation
options remain available, then the
servicer would be required to include a
statement that the servicer has reviewed
the borrower for all available loss
mitigation options and none remain.
Additionally, the servicer would be
required to include a list of any loss
mitigation options that were previously
offered that remain available, but that
the borrower did not accept at the time.
If the loss mitigation determination
results in an offer, the servicer would be
required to include a statement
informing the borrower whether the
offered option would remain available if
the borrower were to request further
review for other loss mitigation options
prior to accepting or rejecting the offer.
If the determination results in a loss
mitigation offer of a forbearance, the
servicer would be required to include a
statement informing the borrower of the
specific payment terms and duration of
the forbearance. This proposed
disclosure requirement regarding
forbearances is similar to an existing
disclosure requirement in current
§ 1024.41(c)(2)(iii). As noted above, the
CFPB is proposing to delete that existing
provision. However, the CFPB expects
that it would continue to benefit
borrowers to have a written notice
confirming that their servicer is aware of
and agrees to a forbearance for a certain
period of time.
iii. Denial Due to Missing Documents or
Information Not in the Borrower’s
Control
Existing § 1024.41(c)(4) generally
prohibits a servicer from denying a loss
mitigation application due solely to
missing information not in the
borrower’s or servicer’s control unless
the servicer has exercised reasonable
diligence to obtain that information and
has been unable to obtain it for a
significant period of time following the
30-day period during which servicers
are generally required to make a
determination on a complete loss
mitigation application under current
§ 1024.41(c)(1)(ii). If the servicer does
deny such a loss mitigation application,
they must send a written notice
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informing the borrower of the missing
information, that the servicer has
requested the information, and that the
servicer will evaluate the borrower for
all available loss mitigation options
promptly upon receiving it. The CFPB is
proposing to replace current
§ 1024.41(c)(4) and related commentary
with proposed § 1024.41(c)(2), which
would have similar requirements but
also include certain changes to align
with the other proposed changes in
§ 1024.41.
As noted in part IV.A, the CFPB is
proposing to remove existing
§ 1024.41(c)(1)(ii). Thus, the regulatory
text in current § 1024.41(c)(4) and
related commentary pertaining to the
30-day review period in existing
§ 1024.41(c)(1)(ii) would no longer be
relevant under the new proposed loss
mitigation framework. Instead, proposed
§ 1024.41(c)(2)(i) would prohibit
servicers from denying a loss mitigation
application due solely to missing
information not in the borrower’s or
servicer’s control unless the servicer has
regularly taken steps to obtain the
missing information and has been
unable to obtain the information for at
least 90 days. For example, if a servicer
receives a request for loss mitigation on
a Monday and requests information not
in the borrower’s or servicer’s control on
the following Friday, assuming the
servicer regularly took steps to obtain
the missing information, the servicer
may send a written notice to the
borrower, in accordance with proposed
§ 1024.41(c)(2), 90 days from the Friday
it requested the information not in the
borrower’s or servicer’s control. While
every situation will vary, the CFPB
expects that regularly taking steps
would minimally include repeated
attempted contact throughout the 90day period with the relevant third party
from whom the servicer needs to obtain
the information. Requiring that the
servicer has regularly taken steps to
obtain any information and documents
necessary from a party other than the
borrower or the servicer is intended to
ensure that servicers are making efforts
to obtain needed information before
denying a loss mitigation application
due to missing information. While the
CFPB proposes to replace the term
reasonable diligence with the regularly
taking steps phrasing that uses simpler
language, it does not intend to reduce or
to lessen a servicer’s current obligation
to obtain missing documents or
information not in the borrower’s
control. The CFPB’s proposal of 90 days
is similar to the timeframe used for the
unresponsive borrower provision in
proposed § 1024.41(f)(2)(ii). The CFPB
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preliminarily determines that proposed
§ 1024.41(c)(2)(ii) will provide an
incentive to servicers to obtain needed
information from third parties in a
timely manner.
Proposed § 1024.41(c)(2)(ii) also
would require servicers to provide a
notice to borrowers if they deny such an
application. The notice requirements in
proposed § 1024.41(c)(2)(iii) would
retain aspects of the notice requirements
in existing § 1024.41(c)(4), including
requiring a statement that the servicer
will complete its evaluation of the
borrower for all available loss mitigation
options promptly upon receiving the
missing third-party information, but
also would provide borrowers with
additional information. Existing
§ 1024.41(c)(4) does not allow the
servicer to state a period of time after
which the servicer will not complete its
loss mitigation evaluation even if the
servicer receives the missing
information. As noted in part IV.A, the
CFPB is proposing a new § 1024.41 loss
mitigation framework that would
generally require a servicer to exhaust
review for all available loss mitigation
options prior to advancing foreclosure,
and this new framework allows for the
possibility of sequential loss mitigation
review. The CFPB preliminarily
determines that it is important for a
servicer to be able to determine with
certainty whether it has met the
procedural safeguards in proposed
§ 1024.41(f)(2)(i) to(ii) and can move
forward with foreclosure. This is
especially the case if a servicer elects or
is required by the loan’s investor to
conduct review for loss mitigation
options sequentially, which could
involve a lengthy overall process.
Therefore, the CFPB is proposing to
require a servicer to inform the borrower
that the servicer will complete its
evaluation of the request for loss
mitigation assistance if the servicer
receives the referenced missing
documents or information within 14
days of providing the missing
information determination notice to the
borrower. This proposed timeframe is
similar to the timeframe during which a
servicer must allow a borrower to
appeal a loan modification denial
pursuant to existing § 1024.41(h)(2).
Proposed § 1024.41(c)(2)(iii) also
would require servicers to provide
borrowers with the information
contained in proposed
§ 1024.41(c)(1)(iv) through (ix), which
includes, among other things, a list of
all other loss mitigation options that are
still available to the borrower and a
statement describing the next steps the
borrower must take to be reviewed for
those loss mitigation options, or a
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statement that the servicer has reviewed
the borrower for all available loss
mitigation options and none remain.
The CFPB preliminarily determines that
providing this information would aid
borrowers in protecting their rights,
which may include filing an appeal
pursuant to proposed § 1024.41(h), a
notice of error pursuant to § 1024.35, or
both.
The CFPB requests comment on all
aspects of proposed § 1024.41(c)(2). In
particular, the CFPB is interested in
whether a more prescriptive standard
would be helpful for determining
whether a servicer took regular steps to
obtain missing information not in the
borrower’s or servicer’s control, or if
there is clearer language to convey the
concept of ‘‘regularly taking steps’’ that
still allows for flexibility over a variety
of circumstances over time.
iv. Unsolicited Loss Mitigation Offers
The CFPB understands that servicers
may frequently and routinely review
borrowers for loss mitigation, using
automated processes required by
investors, without a borrower request
and solely based on information already
on record.64 While potentially helpful to
borrowers, these reviews and
subsequent offers nevertheless may fail
to inform borrowers about other loss
mitigation options for which they may
have been eligible, because such
information is not required under
current § 1024.41(c)(1)(ii).
The CFPB preliminary determines
that, in these circumstances, borrowers
would not necessarily benefit from
notices of denials, but that the
additional information regarding
available options in notices of offers
would be helpful to borrowers deciding
whether to seek additional loss
mitigation assistance. The CFPB
proposes that servicers provide the
borrower with a notice when it offers a
loss mitigation option, even when the
servicer has reviewed no borrowerprovided information. The notice would
be required to include the amount of
time the borrower has to accept or reject
the offer of loss mitigation, and
information notifying the borrower,
among other things, of remaining
available loss mitigation options and
investor information.
v. Removal and Amendment of Current
Commentary
The CFPB proposes to remove
comment 41(c)(1)–1 because the new
proposed framework refers to the
64 See, e.g., Bill Maguire, Freddie Mac, Guide
Bulletin 2023–8: Servicing Updates (Mar. 29. 2023),
https://guide.freddiemac.com/app/guide/bulletin/
2023-8.
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servicer’s review of a borrower’s request
for loss mitigation assistance, and the
language would be updated throughout
Regulation X consistent with this
change. The new proposed removal of
comment 41(c)(1)–1 does not constitute
a substantive change in how the CFPB
views the relationship between an
investor and servicer, including with
respect to reviewing requests for loss
mitigation assistance in accordance with
CFPB regulations. The CFPB also
proposes to make conforming edits to
current comments 41(d)–1 through –4 in
accordance with the changes to the loss
mitigation determination notice
requirement described above. Under the
proposed rule, comment 41(d)–1 would
no longer discuss disclosure
requirements if a denial was based on
investor criteria, such as a waterfall,
because the current obligation to
approve or deny every loss mitigation
option following the servicer’s receipt of
a complete loss mitigation application
would no longer apply under the new
proposed framework. Instead, even if a
borrower qualifies for a loss mitigation
option, other options may still remain
available for them rather than be
automatically denied because of the
position of the option in the investor’s
waterfall.
The CFPB proposes to remove
comment 41(d)–2 because a net present
value (NPV) calculation is no longer a
frequently used calculation in the loss
mitigation review process. Therefore,
requiring disclosure of the key
borrower-provided inputs that served as
the basis of the determination, and all
non-borrower provided inputs available
via telephone or on a website, should
allow borrowers and their
representatives to better identify critical
information and allow for future
changes to servicer practices in loss
mitigation evaluations. Additionally,
the CFPB proposes to remove comment
41(d)–3 because servicers would be
required to send specific determination
notices for both offers and denials of all
forms of loss mitigation, not solely for
denials of loan modification options.
Finally, the CFPB proposes to update
comment 41(d)–4 to apply the
requirement that the specific reason or
reasons for the denial be listed in the
notice to all determinations, and not
solely denials. The CFPB also proposes
to remove references to the investor’s
hierarchy of eligibility criteria in
comment 41(d)–4. As noted above,
borrowers who are offered a loss
mitigation option may remain eligible
for other loss mitigation options in the
investor’s waterfall for which they have
not yet been reviewed. Additionally, in
connection with the proposed removal
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of § 1024.41(d), the CFPB also proposes
to relocate comments 41(d)–1 and (d)–
4 to appear as comments 41(c)–1 and
41(c)–2.
The CFPB proposes to update
§ 1024.41(e)(1) to remove references to a
complete loss mitigation application
and instead apply the existing timing
requirements to a borrower’s request for
loss mitigation assistance. Under the
new proposed framework, which allows
for sequential review for loss mitigation
assistance, the timing requirements of
§ 1024.41(e)(1) would be triggered by a
borrower’s initial request for loss
mitigation assistance, regardless of
whether the servicer subsequently
reviews the borrower for additional loss
mitigation options. For example, if a
foreclosure sale is scheduled for
December 1 and a borrower makes a
request for loss mitigation assistance on
August 1, the borrower would be
entitled to the 14-day period to accept
or reject any offered loss mitigation
option because the initial request for
loss mitigation assistance occurred 90
days or more before a scheduled
foreclosure sale. This would be the case
regardless of when the servicer makes
the offer to the borrower.
The CFPB requests comment on all
aspects of its proposal to amend
Regulation X’s requirements related to
loss mitigation determination notices
and, in particular, requests comment as
to whether there are opportunities for
further simplification and streamlining
of the loss mitigation determination
notices.
D. Language Access
The CFPB is proposing several
requirements that would provide
borrowers with limited English
proficiency greater access to mortgage
servicing communications in languages
other than English. These proposed
requirements are a first step towards the
goal of ensuring that all borrowers have
access to information they need, when
they need it, regardless of the language
they may use to communicate. In
general, the proposed rule would
require mortgage servicers to accurately
provide or make available in multiple
languages certain written and oral
communications under the CFPB’s
mortgage servicing early intervention
and loss mitigation provisions,
including any applicable amendments
to those provisions as discussed within
this proposed rule. The proposed rule
would also impose certain requirements
aimed at helping to ensure that
borrowers who receive marketing for a
loan in a language other than English
receive the identified early intervention
and loss mitigation communications
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accurately in that same language.
Finally, the CFPB is also proposing
conforming edits to § 1024.32(a)(2),
which currently provides for optional
servicing disclosures in languages other
than English.
Based on the most recently available
2022 American Community Survey of 1Year Estimates from the United States
Census, almost one fourth of the
population is estimated to reside in a
household that speaks a language other
than English.65 Of those households,
almost one fifth have limited
proficiency in English, meaning that
while they may be highly literate in
their preferred language, they both do
not speak English as their primary
language (sometimes referred to as
‘‘non-native English speakers’’) and
have a limited ability to read, speak,
write, or understand English.66
Nationally, the most frequently spoken
languages among these households are
Spanish, Chinese (including Mandarin
or Cantonese), French/Cajun/Haitian,
Russian/Polish/Other Slavic languages,
Tagalog (including Filipino), German or
West Germanic languages, Vietnamese,
Arabic, and Korean. Additional
languages may be more common in
particular regions. According to the
survey, as of 2022, Spanish-speaking
households account for 13 percent of
households in the United States and for
59 percent of households with limited
English proficiency in the United States,
while the other languages are used at
rates between 1 percent and 9 percent
of households with limited English
proficiency nationally.67
CFPB outreach and market monitoring
has shown that when borrowers with
limited English proficiency are not able
to access early intervention and loss
mitigation communications in their
65 See U.S. Census Bureau, 2022 American
Communities Survey Estimates Data: Detailed
Household Language by Household Limited English
Speaking Status, American Community Survey
Table B16002, https://data.census.gov/table/
ACSDT1Y2022.B16002?t=Language
%20Spoken%20at%20Home&y=2022 (last visited
July 1, 2024) (2022 ACS Table). This survey
identifies ‘‘limited English-speaking households,’’
which it defines as a household in which no
member 14 years old and over (1) speaks only
English or (2) speaks a non-English language and
speaks English ‘‘very well.’’ This notice uses the
term limited English proficiency, which for
purposes of this notice effectively has the same
meaning.
66 For more information about what ‘‘limited
English proficiency’’ means, see, e.g., Civ. Rights
Div. of the U.S. Dep’t of Justice, Commonly Asked
Questions, https://www.lep.gov/commonly-askedquestions. (last visited July 1, 2024).
67 See, e.g., 2022 ACS Table; see also Edward
Golding et al., Is Limited English Proficiency a
Barrier to Homeownership?, Urb. Inst. (Mar. 2018),
https://www.urban.org/sites/default/files/
publication/97436/is_limited_english_proficiency_
a_barrier_to_homeownership.pdf.
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preferred language or when they obtain
inaccurate translations of these
communications, those borrowers may
have reduced ability to receive effective
loss mitigation assistance and may
experience avoidable foreclosures.68
Mortgage servicing communications
provide critical information for
borrowers, and when those
communications relate to delinquency,
they are often the first step to help
borrowers explore loss mitigation
options to avoid foreclosure. These
communications provide instructions
and binding agreement details, and
many contain technical legal
information or information about
complex and specialized financial
topics. Borrowers who fluently
communicate in English may have
difficulty understanding some of this
legal and financial text, and that
difficulty may compound for borrowers
with limited English proficiency. The
increased difficulty in understanding
this information may result in missed
information or a lack of communication
with the servicer if borrowers do not
receive language assistance, or it may
push borrowers to seek outside sources
for assistance that may not be well
versed in these topics or may not act in
the borrower’s interest.
Based on discussions with
stakeholders, the CFPB understands that
there are some mortgage servicers that
are successfully addressing borrower
language needs. These servicers
effectively determine which languages
are necessary for the geographic areas in
which they do business, the investors
they serve, and their business models.
In determining which languages are best
for their business, these servicers can
quickly adapt as those borrower needs
or business models change. They can
provide informed translations and
interpretation services, accurately
conveying information to many
borrowers in their preferred language,
and do so in hundreds of languages.
However, these efforts are not
universal across the mortgage market.
Borrowers, consumer advocates, and
industry stakeholders have expressed
concern that borrowers’ ability to access
mortgage information in their preferred
68 See, e.g., Amendments to the 2013 Mortgage
Rules Under the Real Estate Settlement Procedures
Act (Regulation X) and the Truth in Lending Act
(Regulation Z) 81 FR 72160, 72163 (Oct. 19, 2016).
See also CFPB, Spotlight on serving limited English
proficient consumers: Language access in the
consumer financial marketplace, at 6–7 (Nov.
2017), https://files.consumerfinance.gov/f/
documents/cfpb_spotlight-serving-lep-consumers_
112017.pdf; CFPB, Statement Regarding the
Provision of Financial Products and Services to
Consumers With Limited English Proficiency, 86 FR
6306 (Jan. 21, 2021).
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language remains challenging.69 Some
servicers may not offer borrowers
translated mortgage-related financial
disclosures and written documents or
may not provide access to oral
interpretation services.70 Further, even
when servicers make available
communications in a borrower’s
preferred language, borrowers may not
be able to obtain or effectively use those
communications in their preferred
language because (1) the availability
may not be widely known, (2) the
communications may have accuracy
issues, or (3) accessing the
communications in the borrower’s
preferred language may be prohibitively
difficult.71 For example, borrowers that
prefer languages other than English
often find that they encounter delays
using interpretation services offered by
their mortgage servicer.72
The CFPB expects mortgage servicers
to assist borrowers with limited English
proficiency. As noted in the 2016
Mortgage Servicing Final Rule, this
includes communicating with borrowers
clearly in the borrower’s preferred
69 See, e.g., comments received in response to
recent rulemakings and requests for information,
such as the CFPB’s Request for Information on the
Equal Credit Opportunity Act and Regulation B, 85
FR 46600 (Aug. 3, 2020), and the CFPB’s
Protections for Borrowers Affected by the COVID–
19 Emergency Under the Real Estate Settlement
Procedures Act (RESPA), Regulation X, 86 FR 34848
(June 30, 2021). See also Petition from NCLC to
Rohit Chopra, Director, CFPB Re. Request for
RESPA Rulemaking: Home Equity Lines of Credit,
Home Equity Conversion Mortgages, Language
Access, and Manufactured Housing (Aug. 29, 2023),
https://www.regulations.gov/document/CFPB-20230045-0001; Letter from Edward J. DeMarco,
President, Hous. Pol’y Council to Rohit Chopra,
Director, CFPB Re. CFPB’s Upcoming Rulemaking
on Regulation X Loss Mitigation Rules (Nov. 29,
2023), https://www.housingpolicycouncil.org/_files/
ugd/d315af_e2ce077e731d403f9c1f840762
2158c8.pdf; Letter from Pete Mills, Senior Vice
President, MBA to Rohit Chopra, Director, CFPB Re.
Upcoming Rulemaking to Modernize the Loss
Mitigation Rules of Regulation X (Dec. 6, 2023),
https://www.mba.org/docs/default-source/
advertising/mba-regulation-x_early-interventionand-loss-mitigation-letter_december-2023.pdf.
70 CFPB, Spotlight on serving limited English
proficient consumers: Language access in the
consumer financial marketplace, at 12 (Nov. 2017),
https://files.consumerfinance.gov/f/documents/
cfpb_spotlight-serving-lep-consumers_112017.pdf.
71 See, e.g., NCLC, et al., Comments on the
Federal Housing Finance Agency’s Request for
Input on the Enterprise Equitable Housing Finance
Plans (Oct. 25, 2021), https://www.nclc.org/wpcontent/uploads/2022/08/FHFA_Equitable_Hsg_
Finance_RJ_LEP.pdf; Kleimann Commc’n Grp.,
Language Access for Limited English Proficiency
Borrowers: Final Report (Apr. 2017), https://
www.fhfa.gov/sites/default/files/2023-04/BorrowerLanguage-Access-Final-Report-June-2017.pdf
(Kleimann 2017 Report); Ams. for Fin. Reform
(AFR), Barriers to Language Access in the Housing
Market: Stories from the Field (May 2016), https://
ourfinancialsecurity.org/wp-content/uploads/2016/
05/AFR_LEP_Narratives_05.26.2016.pdf (AFR 2016
Paper).
72 See Kleimann 2017 Report; AFR 2016 Paper.
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language, where possible, and especially
when lenders advertise in the
borrower’s preferred language.73 In that
rule, the CFPB stated that it was not
imposing mandatory language
translation requirements or other
language access requirements at that
time because, among other reasons, it
had not had the opportunity to take
comment from all interested parties
about the challenges in addressing
language access in the mortgage
servicing context. The CFPB stated that
it would continue to consider language
access in connection with mortgage
servicing and that it would further
consider translation or interpretation in
the mortgage servicing context, if
appropriate.74 Since that time, the CFPB
has conducted outreach and stakeholder
engagement and received comments
from borrowers, consumer advocates,
and industry stakeholders on more
recent rulemakings and requests for
information. Based on the information
received, the CFPB better understands
the challenges and obstacles faced by
both mortgage borrowers and the
mortgage servicing industry, as well as
the successful actions some have taken
to overcome these challenges.
In order to meet the language access
goals identified above and in
recognition of the successful industry
practices noted above, the CFPB is
proposing to require servicers to provide
(1) Spanish-language translations of
certain written communications to all
borrowers; (2) upon borrower request,
translation or interpretation services of
certain written and oral
communications in the requested
language (as long as it is one of the
‘‘servicer-selected languages’’ discussed
below), as well as brief translated
statements on certain written
communications in five servicerselected languages identifying the
availability of translations in those
languages and how the borrower can
request those translations (i.e.,
translation and interpretation
availability statements); and (3) upon
borrower request, translation or
interpretation services of certain written
and oral communications in languages
the servicer knows or should have
known were used in marketing to the
borrower for that mortgage loan.
73 81 FR 72160, 72163–64, (Oct. 19, 2016); See
also CFPB, New rule ensures mortgage servicers
provide options to potentially vulnerable borrowers
exiting forbearance (Sept. 30, 2021), https://
www.consumerfinance.gov/about-us/blog/new-ruleensures-mortgage-servicers-provide-optionspotentially-vulnerable-borrowers-exitingforbearance/.
74 81 FR 72160, 72163, (Oct. 19, 2016).
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The CFPB is not including proposed
regulation text for these proposed
requirements as there may be multiple
ways to structure the specific
requirement options detailed above,
which will vary based on the aspects of
the proposed rule ultimately finalized.
The CFPB recognizes that public input
will help design an effective
intervention, including potentially
identifying additional relevant details or
alternative approaches, and is eager to
consider those suggestions as it drafts
regulatory text. Though the CFPB is
currently proposing to limit these
requirements to delinquency-related
communications, it may also consider
additional language access and
translation requirements in future
rulemakings.
The CFPB is seeking comment
generally on current language access
practices and standards in the mortgage
servicing industry that could help
further inform the final rule, and
specifically:
(i) What is the capacity and
availability of translation and
interpretation services used by
servicers, including third-party
translation services? Have servicers
experienced difficulty obtaining
translation or interpretation services,
and if so, what are the details of those
difficulties?
(ii) What difficulties have borrowers
experienced obtaining translation or
interpretation services?
(iii) Are there servicers that specialize
in servicing mortgage loans for
borrowers who speak languages other
than English and Spanish, and if so, do
they also originate mortgages using
those languages?
(iv) Are there details the CFPB should
provide on the extent to which and how
servicers currently translate or engage
interpretation services for less
frequently spoken languages in the
United States?
(v) How accurate are translations and
interpretations of mortgage servicing
communications currently and what
practices are used to ensure accuracy?
Are there factors that affect the
enforceability of requiring accuracy that
the CFPB might consider? Are there
bona fide errors that may occur that the
CFPB should consider?
(vi) Are there any relevant State laws
that may affect provision of mortgage
servicing communications in languages
other than English?
(vii) Are there additional flexibilities
the CFPB should consider to help
ensure servicers are able to properly
tailor these requirements to the language
needs of their borrowers?
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1. Specified Communications for the
Proposed Rule
i. Specified Written Communications
The CFPB is proposing that the
written communication requirements
discussed in this part would apply to
the (1) written early intervention notices
required under § 1024.39(b), including
any changes set forth in this proposal,
(2) the § 1024.39(e)(2) proposed written
notices for borrowers whose
forbearances will end soon, and (3)
written notices regarding loss mitigation
currently required under § 1024.41, as
well as any content changes or additions
set forth in this proposal, as discussed
above. Collectively, these notices are
referred to in this part as the specified
written communications. The CFPB is
proposing that the requirements
discussed in this part would apply to
the notices identified above, but would
not apply to the website referred to in
those notices. For example, the
proposed requirements would apply to
the early intervention notice, but not the
website listing loss mitigation options
that the CFPB is proposing to require
servicers to reference in that notice. The
CFPB is seeking comment on whether it
should make subject to these
requirements any other written
communications required by the CFPB’s
mortgage servicing rules (such as the
transfer of servicing notice, etc.) or the
website that the CFPB is proposing to
require servicers to reference in certain
notices.
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ii. Specified Oral Communications
The CFPB is proposing that the oral
communication requirements discussed
in this part would apply to (1) live
contact communications required under
§ 1024.39(a) and, if finalized,
§ 1024.39(e), and (2) oral
communications made in compliance
with a servicer’s continuity of contact
requirements under § 1024.40. These
communications are referred to in this
part as the specified oral
communications. The CFPB is seeking
comment on whether it should make
subject to these requirements any
additional oral communications
required by the CFPB’s mortgage
servicing rules.
2. Translation and Interpretation Service
Proposed Requirements
i. Spanish Language Translations for
Specified Written Communications
The CFPB is proposing to require that
servicers accurately translate each of the
specified written communications into
Spanish and provide the Spanish
versions with the English versions to all
borrowers. As noted above, Spanish-
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speaking households account for almost
one in eight households and a majority
of households with limited English
proficiency nationally. The CFPB has
preliminarily determined that the
number of Spanish-speaking households
warrant provision of requiring Spanish
translations of the specified written
communications to all mortgage
borrowers.
The CFPB is proposing that
translations provided by the servicer in
Spanish must be accurate. Inaccurate
translations would violate not only this
translation requirement, but also the
underlying communication content
requirements. The CFPB is not
proposing specific format requirements
(e.g., spacing, layout, font size,
readability on electronic devices) for
servicers when providing both English
and Spanish versions of the specified
written communications.
The CFPB seeks comment on these
proposed requirements and on whether
it should consider (1) format or
readability requirements and (2)
providing flexibility or exceptions (for
example, for servicers without any
Spanish-speaking borrowers).
ii. Translations of Specified Written
Communications and Interpretations of
Specified Oral Communications Upon
Request
The CFPB also aims to address the
language access needs of the 10 percent
of United States households with
limited English proficiency that speak a
language other than English or Spanish.
First, the CFPB is proposing to require
that servicers, upon borrower request,
provide accurate translations of the
specified written communications to
borrowers in certain servicer-selected
languages. Second, the CFPB is
proposing to require that servicers, upon
borrower request, make available and
establish a connection (e.g., making a
telephone connection in real time) with
interpretation services before or within
a reasonable time of establishing
connection with borrowers during the
specified oral communications to the
extent that the borrower’s requested
language is one selected by the servicer
under the requirements of the proposed
rule. For this aspect of the proposed
rule, the CFPB is proposing to require
that servicers would be the party
responsible for coordinating with the
interpretation services such that those
services are able to translate in real-time
(e.g., through a conference call) the
conversation between the servicer
personnel and the borrower. The
proposed rule would limit the burden
on borrowers that may prefer a language
other than English by permitting those
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borrowers to receive the specified
communications in the borrower’s
preferred language without having to
spend additional time waiting for
connection to interpretation services or
receive those services in a separate
phone call. For both aspects of this
proposed requirement, the CFPB is
proposing to require a servicer to act
only upon receipt of a borrower’s
request for translation or interpretation
services.
The CFPB is proposing to require that
servicers must ensure that the
translations and interpretation services
used under this proposed requirement
are accurate. Failure to provide accurate
translations or interpretations would
result in a violation of not only this
proposed requirement, but also the
underlying requirements.
The CFPB is proposing to provide
individual servicers with discretion to
select the languages used for translation
and interpretation, but also proposes
caveats to that discretion. The servicer
would be required to select languages
that (1) collectively address the needs of
at least a significant majority of their
non-Spanish speaking borrowers with
limited English proficiency (although
interpretation services must also be
made available in Spanish), and (2)
must include the five languages
identified for the translation and
interpretation availability statement, as
discussed below. The CFPB
acknowledges that servicers may need
to reevaluate the language decisions
periodically, to ensure they continue to
meet the standard for discretion. The
CFPB has also identified alternative
methods for determining the languages
for which servicers must be able to
provide translations and discusses those
alternatives in part IV.D below.
The CFPB has preliminarily
determined that allowing a servicer
discretion to select which languages it
uses to comply with this proposed
requirement will best serve borrowers
over time as language demographics and
servicer business strategies may change.
The CFPB recognizes that the
composition of the United States
population is not static, and the
utilization of various languages in the
United States will change. Additionally,
regional language usage may differ from
national language usage. Permitting
individual servicer discretion also
allows for flexibility as a servicer
changes its business strategies, such as
when a servicer shifts the regions in
which it primarily services mortgage
loans. The flexibility would also prevent
servicers from being required to
translate the specified written
communications in languages that are
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not spoken by the borrowers that they
serve, preventing servicers from
incurring unnecessary costs.
The CFPB is seeking comment on
these proposed requirements and
specifically requests comment on:
(i) Should the CFPB provide
minimum standards for identifying
translator or interpreter services, such as
requiring ‘‘qualified’’ translators or
interpreters, and if so, what the
requirements should be?
(ii) Should the CFPB provide
minimum standards for language
selection, such as standards related to
significant majority determinations, and
if so, what they should be?
(iii) Should the CFPB require
servicers to periodically reevaluate the
language determinations?
(iv) Are there certain languages that
the CFPB should consider specifying as
required for translation or
interpretation, no matter the preferences
of the servicer’s borrowers?
iii. Five Brief In-Language Statements
(Other Than English or Spanish)
Regarding Translation and
Interpretation Availability in the
English Specified Written
Communications
To increase borrower awareness of the
availability of the translations and
interpretations discussed above, the
CFPB is proposing to require servicers
to provide five brief statements,
accurately translated into five languages
other than English or Spanish, in the
English version of the specified written
communications. Under the proposed
rule, these statements would identify
the availability of translated versions of
the specified written communications
and interpretation services for the
specified oral communications in those
five languages and how the borrower
can request those translations or
interpretation services (i.e., translation
and interpretation availability
statements).
According to stakeholder feedback,
borrowers that prefer languages other
than English or Spanish may not be
aware that translations or
interpretations are available from their
servicer or may not know how to obtain
those services in their preferred
language.75 In-language statements
highlighting the availability and
instructions for obtaining translations
and interpretation services may increase
the likelihood that borrowers will
successfully request translations and
interpretations services. For example, in
complying with the proposed
translation and interpretation
75 See,
e.g., Kleimann 2017 Report.
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availability statement requirement, a
servicer might identify Chinese,
Vietnamese, Tagalog, Russian, and
French as the top five languages used by
a significant majority of its collective
non-Spanish speaking borrowers with
limited English proficiency. The
servicer would include in the English
version of the specified written
communications a statement in each of
those five languages (i.e., five statements
in total) that tells the borrower
communications are available in
[Chinese/Vietnamese/Tagalog/Russian/
French] upon request and briefly
describes how the borrower can make
that request.
For the languages selected for the
translation and interpretation
availability statements, the CFPB is
proposing that servicers must select five
of the most frequently used languages
from the languages spoken collectively
by a significant majority of their
borrowers with limited English
proficiency that prefer languages other
than English and Spanish, as discussed
above. The CFPB has preliminarily
determined to limit the number of
languages to five languages. Based on
examples reviewed by the CFPB of the
specified written communications
currently in use with this type of
statement, it appears that five
statements would be feasible to include
on the specified written
communications without affecting their
readability or significantly adding
length.
The CFPB is not proposing specific
model language for the translation and
interpretation availability statements for
several reasons. Regulation X currently
provides flexibility to servicers to
develop their own terminology and
scripts to use for many of their required
written and oral communications. The
CFPB also recognizes that some
servicers already provide these types of
statements in certain of their written
communications. To reduce
implementation costs for those currently
providing statements that would comply
with this proposal, the CFPB has
preliminarily determined servicers
should have the flexibility to determine
the terminology and phrasing for the
statements.
The CFPB is seeking comment on
these proposed requirements and
specifically requests comment on:
(i) Are there current process or
technology limitations that may prevent
a servicer from complying with this
proposed requirement, and if so, what
they are?
(ii) Are there certain languages that
the CFPB should consider specifying as
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required for the translation and
interpretation availability statements?
(iii) Should the CFPB consider
requiring more or fewer than five
languages for the translation and
interpretation availability statements?
Should the CFPB address situations
where the languages spoken collectively
by a significant majority of a servicers’
borrowers with limited English
proficiency are fewer than five different
languages?
(iv) How are servicers currently
notifying borrowers of the availability of
translations or interpretation services,
including the language or languages
currently used?
iv. Translation and Interpretation
Services in Languages Used in
Marketing Upon Request
The CFPB is also proposing that, if a
borrower received marketing for their
mortgage loan before origination in a
language other than English, and the
servicer knows or should have known of
that marketing, the servicer must
comply with the translation and
interpretation service requirements in
part IV.D for that language, even if it is
not a language selected by the servicer
under that requirement. For example, if
a servicer knows or should have known
that a mortgage it services was marketed
to a borrower in Navajo, then, under the
proposed rule, it would be required to
provide accurate Navajo translations of
the specified written communications
upon the borrower’s request and must
engage accurate Navajo interpreter
services under the conditions specified
in the proposed rule upon the
borrower’s request. Failure to provide
accurate translations or interpretations
would result in a violation of not only
this requirement, but also the
underlying requirements of the
specified written or oral
communications, as applicable.
When marketing for financial
products is provided in a borrower’s
preferred language, the CFPB has
preliminarily determined that such
marketing might falsely imply to the
borrower (or sometimes explicitly
promise) that future communication
regarding that financial product will
also be available in that language,
regardless of any disclaimers that might
be used. Borrowers with limited English
proficiency might shop for mortgage
products based on the implied or
explicit promise of future in-language
communications to ensure that they can
better understand the terms of and
communications about the mortgage
product.
The CFPB recognizes that servicers
may not have direct involvement in the
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marketing for the mortgage, and there
may be limited information available to
the servicer about those marketing
efforts. As such, the CFPB is limiting the
proposed rule to those situations where
a servicer knows or should have known
of that in-language marketing.
The CFPB is seeking comment on
these proposed requirements and
specifically requests comment on:
(i) What information is currently in a
loan’s servicing file or information
readily available elsewhere that might
inform servicers of the language that
was used to market the borrower’s
mortgage loan before origination?
(ii) How prevalent is it for institutions
that originate a mortgage to retain
servicing rights for that mortgage?
(iii) Should the requirement described
be limited to only those servicers that
originated the mortgages at issue, or are
there other exceptions that should be
created?
(iv) Should the CFPB consider other
ways to help ensure implied or explicit
promises about the future availability of
language access made to borrowers
during marketing are upheld?
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3. Alternatives for Determining Which
and How Many Languages To Require
As discussed above, the CFPB is
proposing to permit individual servicers
discretion to determine the languages
used to comply with the requirements
above. Regarding this servicer
discretion, the CFPB is proposing the
languages selected should be based on
the collective needs of a significant
majority of a servicer’s non-Spanishspeaking borrowers with limited English
proficiency. The CFPB is seeking
comment on whether the proposed
servicer discretion described above is
the appropriate method to determine
how many and which languages a
servicer should use or whether
alternative methods, such as a list
maintained by a designated source
outside the regulation, or a threshold or
ranking system established by the CFPB
would be better suited for the proposed
requirements.
4. Interaction With § 1024.32(a)(2)
Because the CFPB is proposing to
require translations for the specified
written and oral communications, the
CFPB is also proposing conforming
amendments to existing § 1024.32(a)(2).
Section 1024.32(a)(2) currently provides
servicers the option of providing
borrowers with servicing disclosures
required under subpart C of Regulation
X in languages other than English,
provided that the disclosures are also
made available in English upon a
recipient’s request. The CFPB is
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proposing to amend this requirement to
make clear that this optionality remains
as to subpart C, except as otherwise
required by the sections this proposal
would amend to require translations for
the written communications discussed
in part IV.D.
E. Credit Reporting Protections for
Borrowers Undergoing Loss Mitigation
Review
Through the CFPB’s market
monitoring activities, the CFPB is aware
of a select number of specific instances
where mortgage servicers may be
furnishing information about borrowers
undergoing loss mitigation review that
raise questions about accuracy and
consistency.
First, the CFPB has learned that some
servicers furnish information indicating
a consumer is delinquent in making a
payment even after a borrower and
servicer have agreed to some type of loss
mitigation option, and the borrower is
performing according to the terms of
that loss mitigation option. For example,
the CFPB is aware of situations where
the servicer has agreed to reduce a
borrower’s monthly payment by
modifying the underlying mortgage loan
agreement, but the servicer continues to
furnish negative credit reporting
information after the borrower performs
on the modified agreement. The CFPB
has heard that this occurs when the
servicer has not implemented the loss
mitigation option in their servicing
system in a timely manner and instead
continues to report delinquency based
on the loan terms that were in place
prior to the loss mitigation option.
Continuing to report delinquency based
on the loan terms in place before the
loss mitigation agreement may raise
questions about the accuracy and
consistency of credit reports.
Second, the CFPB has learned that
some servicers may be using the Metro
2 Format and associated Consumer Data
Industry Association (CDIA) guidance
inconsistently, or not at all, when
reporting tradeline data when the
borrower is affected by a natural
disaster.76 For example, the CFPB has
76 Most servicers provide consumer credit
information to one or more credit reporting agencies
(CRAs) using a standardized electronic data
reporting format called the ‘‘Metro 2 Format.’’ The
Metro 2 Format transmits consumer credit account
data and is maintained and updated by the
Consumer Data Industry Association (CDIA). From
time to time, CDIA will provide guidance to
furnishers on how to report data to CRAs.
Tradelines are the accounts in a borrower’s name
reported by furnishers such as mortgage servicers.
For each tradeline, furnishers generally provide the
type of credit (e.g., mortgage), the loan amount, the
account balance, the account payment history
(including the timeliness of payments), whether the
account is delinquent or in forbearance, and other
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heard that some servicers report the
‘‘AW’’ code for some mortgages that the
servicer knows were affected by a
natural disaster but not others. While
the CFPB is aware that CDIA has
characterized some tradeline data as
optional, reporting optional tradeline
data for certain mortgages, but not
others, raises questions about credit
reporting accuracy and consistency.
The CFPB is aware that some
creditors already make policy decisions
to not factor in certain types of negative
credit reporting information, such as
late payments, that are associated with
the ‘‘AW’’ code when assessing credit
risk. By excluding the ‘‘AW’’ code from
credit reports for certain borrowers that
the servicer knows are affected by a
natural disaster but not others that the
servicer also knows are affected by a
natural disaster, servicers may
undermine the utility of credit reporting
data for future creditors.
The CFPB also understands that some
servicers furnish tradeline data without
context that could give creditors more
complete and accurate information
about a borrower’s potential credit risk.
For example, some servicers do not
consistently report a mortgage in
forbearance using the forbearance code
set forth under CDIA’s guidance on
reporting accounts placed in
forbearance as a result of a natural or
declared disaster.77 Failing to include
the forbearance code or other tradeline
data that provides needed context about
a mortgage that is in loss mitigation
review may lead creditors to falsely
conclude that a borrower merely
stopped making payments for a certain
period of time without the mortgage
servicer’s agreement. This circumstance
also raises questions about the report’s
accuracy.
Inaccurate information may result in
lenders inaccurately assessing a
borrower’s credit risk for several years
after the information appears on a credit
report. Moreover, the information in
these reports is used by many different
types of businesses, such as insurers,
landlords, and employers, to make
eligibility and other decisions about
borrowers. Thus, inaccurate information
in a credit report may have far-reaching
effects on a borrower.
relevant information that pertains to the type of
credit being reported.
77 CDIA incorporates its FAQs in their Credit
Reporting Resource Guide, which is a resource that
includes the Metro 2 Format. CDIA’s guidance on
reporting accounts placed in forbearance is found
in FAQ 45. See Consumer Data Indus. Ass’n, Credit
Reporting Resource Guide, Question 45: How
should accounts in forbearance be reported?,
https://crrg.s3.amazonaws.com/FAQ+45.pdf (last
visited July 1, 2024).
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In light of the concerns mentioned
above, the CFPB is considering a variety
of solutions that could improve the
accuracy and consistency of credit
reporting information furnished by
servicers. These solutions could include
adding to or amending CFPB regulations
to ensure servicers report accurate
information or amending furnisher
guidance to improve or enhance the
guidance provided to furnishers on how
to report tradeline data. The CFPB seeks
to learn more about furnishing concerns
so that it can better understand how to
address them.
The CFPB is requesting comment
about possible approaches it could take
to ensure mortgage servicers are
furnishing accurate and consistent
credit reporting information for
borrowers undergoing loss mitigation
review. In particular, the CFPB requests
comments on the following issues:
(i) What servicer practices may result
in the furnishing of inaccurate or
inconsistent information about
mortgages undergoing loss mitigation
review?
(ii) What protocols or practices do
servicers currently use to ensure that
mortgages are being reported accurately
and consistently? Are there specific
protocols or practices for ensuring loans
in forbearance or borrowers affected by
a natural disaster are reported
accurately and consistently?
(iii) Would it be helpful to have a
special code that would be used to flag
all mortgages undergoing loss mitigation
review in tradeline data?
(iv) What steps should the CFPB take
to ensure servicers furnish accurate and
consistent tradeline data?
F. Record Retention (§ 1024.38)
The CFPB is proposing to amend
existing § 1024.38(c)(1) to specify that
the requirement to retain records that
document actions taken with respect to
a borrower’s mortgage loan account
includes retention of records evidencing
compliance with Regulation X. The
CFPB is also proposing to amend
existing comment 38(c)(1)–1 with an
example illustrating these requirements
as they would apply if this proposal’s
amendments to the loss mitigation
framework are finalized.
In the 2013 Mortgage Servicing Final
Rule, the CFPB noted that the record
retention requirement and timeframe
were necessary for servicer compliance
with specific legal obligations and to
ensure that the CFPB and other
regulators have an opportunity to
supervise servicers’ compliance with
applicable laws effectively. However,
the CFPB has heard from stakeholders
that some servicers may be interpreting
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the existing requirement to be more
limited. Existing § 1024.38(c)(1) requires
that a servicer retain records of actions
taken with respect to a borrower’s
mortgage loan account. That category of
actions is broad, and it includes actions
taken to evidence compliance with
Regulation X. To make clearer that
servicers must retain records that
evidence compliance with Regulation X,
the CFPB is proposing to amend
§ 1024.38(c)(1). The CFPB is also
proposing to amend comment 38(c)(1)–
1 to provide an example illustrating
requirements regarding methods of
record retention if this proposal’s
amendments to the loss mitigation
framework are finalized. The proposed
comment notes that a servicer could use
a computer program to create and retain
records of the date a borrower makes a
request for loss mitigation assistance, so
long as the servicer ensures it can easily
access those records. The CFPB notes
that, if this proposal is finalized, a
servicer would also be required to create
and retain records of additional actions
taken to evidence compliance with its
requirements, such as creating and
retaining records demonstrating the date
the servicer stops advancement of the
foreclosure process or creating and
retaining records that demonstrate the
servicer’s steps regularly taken to
identify and obtain information and
documents necessary for loss mitigation
review or to notify a borrower of a loss
mitigation determination.
The CFPB is seeking comment on
these proposed requirements and, in
particular, whether the CFPB should
provide minimum standards to evidence
compliance or specific requirements for
recordkeeping, including whether it
should provide data standards for
mortgage servicers.
G. Removal of Regulations Implemented
in Response to the COVID–19 Pandemic
In response to the COVID–19
pandemic, the CFPB amended
§§ 1024.31, 1024.39, 1024.41 and related
commentary in its June 2020 and June
2021 servicing rules. Among other
things, the CFPB added COVID–19related hardship as a defined term,
added temporary COVID–19-related
additional early intervention live
contact requirements, added temporary
special COVID–19-related loss
mitigation procedural safeguards, added
temporary exceptions from the general
anti-evasion requirements for certain
COVID–19 related loss mitigation
options, and addressed servicer’s
contact and reasonable diligence
requirements relating to delinquent
borrowers exiting a short-term payment
forbearance program made available to
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borrowers experiencing a COVID–19related hardship.
Because both the temporary
additional early intervention live
contact requirements and the temporary
special COVID–19 loss mitigation
procedural safeguards have expired and
the COVID–19 Public Health Emergency
expired on May 11, 2023,78 the CFPB
proposes to remove the language
relating to the COVID–19 pandemic
added by the June 2020 and June 2021
servicing rules from §§ 1024.31,
1024.39(a), 1024.39(e), 1024.41(c)(2)(i),
1024.41(c)(2)(v), 1024.41(c)(2)(vi),
1024.41(f)(3) and comments 39(a)–3,
39(a)–4.i, 39(a)–4.ii, 39(a)–6, 41(b)(1)–
4.iv, 41(f)(3)–1, 41(f)(3)(ii)(C)–1, and
41(f)(3)(ii)(C)–2.
H. Other Conforming Changes
In addition to the changes discussed
in part IV above, the proposed rule
would amend regulatory text in
1024.35(9) and (10), 1024.38(b)(2)(iv)–
(vi) and (b)(3)(iii), 1024.40(b)(1)(ii)–(iv)
and (b)(2)(ii) and various commentary to
§ 1024.31, 1024.38, 1024.39, and
1024.41 to conform with other changes
in the proposed rule. For example, the
proposed rule would update
commentary to § 1024.38 regarding
servicer policies and procedures to
delete references to a complete
application and instead refer to a
borrower making a request for loss
mitigation assistance.
I. Other Servicing Issues—Requests for
Comment
1. Zombie Mortgages
In recent years, some borrowers are
hearing from companies that claim to
own or have the right to collect on longdormant second mortgages, also known
as zombie mortgages. Many borrowers,
having not received any notices or
periodic statements for years, concluded
that these second mortgages had been
modified along with the first mortgage,
discharged in bankruptcy, or forgiven.
These companies often demand the
outstanding balance on the second
mortgage, plus fees and interest, and
threaten to foreclose if the borrower
does not or cannot pay. The CFPB is
concerned about homeowners who may
be facing foreclosure threats and other
collection activity because of longdormant second mortgages.
The CFPB issued an April 2023
advisory opinion providing guidance on
78 Press Release, U.S. Dep’t of Health & Human
Servs., HHS Secretary Xavier Becerra Statement on
End of the COVID–19 Public Health Emergency
(May 11, 2023), https://www.hhs.gov/about/news/
2023/05/11/hhs-secretary-xavier-becerra-statementon-end-of-the-covid-19-public-healthemergency.html.
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debt collectors attempting to foreclose
on zombie mortgages.79 The advisory
opinion noted that entities selling or
collecting on these second mortgages
may also be subject to certain
requirements under RESPA, the Truth
in Lending Act, and the CFPB’s
mortgage servicing rules. For example,
unless an exemption applies, the CFPB’s
mortgage servicing rules require
servicers to provide periodic statements
to consumers. The CFPB seeks data and
information on the prevalence of this
issue. The CFPB also seeks comments
on whether and to what extent this issue
may continue to cause consumer harm
in the future, and any additional actions
the CFPB could take, including
amending existing rules, to better
protect borrowers from harm caused by
collection activity on these types of
mortgages.
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2. Disclosure of Deferred Amounts
As noted in part II, non-loan
modification loss mitigation options,
including deferrals, have become
increasingly common in recent years. In
a deferral, missed payments are
typically moved to the end of the loan
term and generally become due when a
borrower refinances, sells, or otherwise
terminates their mortgage. The CFPB
wants to ensure that borrowers are not
taken by surprise when these amounts
become due. The CFPB therefore
requests comment on whether there are
actions it could take, including
amending existing rules, to help ensure
that borrowers are regularly reminded of
deferred amounts that may be due at the
end of their loan terms.
3. Successors in Interest
In 2016, the CFPB finalized three sets
of rule changes relating to successors in
interest. First, the CFPB adopted
definitions of successor in interest for
purposes of Regulation X’s subpart C
and Regulation Z that are modeled on
the categories of transfers protected
under section 341(d) of the Garn-St.
Germain Depository Institutions Act of
1982. Second, the CFPB finalized rules
relating to how a mortgage servicer
confirms a successor in interest’s
identity and ownership interest. Third,
the CFPB finalized rules providing that
a confirmed successor in interest is a
borrower for purposes of § 1024.17 and
subpart C of Regulation X and a
consumer for purposes of § 1026.20(c)
through (e), 1026.36(c), 1026.39, and
1026.41 of Regulation Z.80
Despite these added protections, the
CFPB has received reports from housing
79 See
80 See
88 FR 26475 (May 2023).
12 CFR 1024.30(d); 12 CFR 1026.2(a)(11).
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counselors and consumer advocates
indicating that potential successors in
interest continue to encounter delays
and other communication difficulties
when contacting servicers in an effort to
confirm their successor in interest
status. These challenges can have
downstream implications for successors
in interest by interfering with their
ability to obtain loss mitigation reviews
and to trigger foreclosure protections.
Additionally, the CFPB has received
reports from housing counselors and
consumer advocates indicating that
there are categories of homeowners who
do not fit the current Regulation X
definition of a successor in interest,
such as, for example, non-relatives who
receive property upon the death of a
borrower or co-owners who do not sign
their home’s promissory note. Often
servicers will not allow such
homeowners to access information
about the mortgage on their home or to
apply for loss mitigation.
The CFPB seeks comment on
additional actions it could take,
including amending existing rules, to
better protect potential successors in
interest, confirmed successors in
interest, and homeowners who do not fit
the current Regulation X definition of a
successor in interest. The CFPB also
seeks data and information on the
prevalence of consumer protection
issues relating to these consumers.
4. Relation to State laws
Section 1024.5(c)(1) provides that
state laws that are inconsistent with
RESPA and Regulation X are preempted,
but only to the extent of that
inconsistency. Comment 5(c)(1)–1
provides that State laws that give greater
protection to consumers are not
inconsistent with and are not preempted
by RESPA or Regulation X. The CFPB
recognizes that some States impose their
own mortgage servicing requirements
and that those requirements may be
based on the early intervention and loss
mitigation requirements in the CFPB’s
current mortgage servicing rules,
resulting in some overlap if this
proposal to amend those requirements
were finalized.
The CFPB is requesting comment on
possible preemption interventions it
could undertake if this proposal is
finalized. The CFPB seeks comment on
the following:
(i) Are there inconsistencies between
the CFPB’s proposal, if finalized, and
existing State law? If so, what are the
details of such inconsistency?
(ii) Are there specific burdens or costs
caused by any potential inconsistency
or overlap between the CFPB’s proposal,
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if finalized, and State laws related to
early intervention and loss mitigation?
V. Proposed Effective and Compliance
Dates
The CFPB proposes that all changes
proposed herein, except for the
proposed language access requirements
discussed in part IV.D, take effect 12
months after publication of a final rule
in the Federal Register. This timing is
consistent with the 2013 Mortgage
Servicing Final Rule, which provided
servicers 11 months (330 days) from its
publication in the Federal Register to
implement requirements relating to
force-placed insurance, error resolution
and information requests, general
servicing policies and procedures, early
intervention, continuity of contact, and
loss mitigation procedures.81 Apart from
the proposed language access
requirements, the current proposal
largely streamlines or builds upon
requirements in the current regulation.
Therefore, the CFPB preliminarily
determines that 12 months would be an
appropriate amount of time for servicers
to implement all proposed changes
other than the proposed language access
requirements.
The CFPB proposes that the proposed
language access provisions discussed in
part IV.D take effect 18 months after
publication of a final rule in the Federal
Register. These proposed language
access provisions generally would
require mortgage servicers to make
certain written and oral
communications under the CFPB’s
mortgage servicing early intervention
and loss mitigation provisions available
in multiple languages. To implement
these proposed provisions, the CFPB
anticipates that servicers would need
additional time to complete tasks, such
as updating systems and software,
coordinating with third party service
providers, revising policies and
procedures, training staff, and
performing compliance testing;
therefore, the CFPB preliminarily finds
that an effective date of 18 months after
publication in the Federal Register may
be appropriate. The CFPB seeks
comments on the proposed effective
dates.
The CFPB also seeks comment on
whether it should allow servicers to
comply early with any or all of the
proposed provisions. With respect to
provisions that have a proposed
effective date of 12 months after
publication of a final rule in the Federal
Register, the CFPB proposes to permit
optional early compliance only to the
extent that a servicer could comply with
81 78
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all provisions that have the same 12month effective date. For example,
under the proposed rule, a servicer
could not begin to conduct sequential
reviews of loss mitigation options as
would be permitted under proposed
§ 1024.41(f)(2) prior to the final rule’s
effective date unless they also were able
to comply with all other provisions in
the rule with an effective date of 12
months. The CFPB preliminarily
determines that the provisions with a
12-month effective date are too
intertwined and too interdependent to
allow early compliance on a provisionby-provision basis. For the language
access provisions that have a proposed
effective date of 18 months after
publication of a final rule in the Federal
Register, the CFPB proposes to permit
servicers to choose optional early
compliance with those provisions
without requiring early compliance with
other provisions. The CFPB understands
that some servicers already offer
translations of certain written
communications and the CFPB would
not wish to discourage servicers from
continuing to offer such translations
prior to the rule’s effective date.
VI. CFPA Section 1022(b) Analysis
In developing this proposed rule, the
CFPB has considered the proposed
rule’s potential benefits, costs, and
impacts as required by section
1022(b)(2)(A) of the Dodd-Frank Act.82
The CFPB requests comment on the
preliminary analysis presented below as
well as submissions of additional data
that could inform the CFPB’s analysis of
the benefits, costs, and impacts.
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A. Data Limitations and Quantification
of Benefits, Costs, and Impacts
The discussion below relies on
information that the CFPB has obtained
from industry, other regulatory agencies,
and publicly available sources,
including reports published by the
CFPB. These sources form the basis for
the CFPB’s consideration of the likely
impacts of the proposed rule. The CFPB
provides estimates, to the extent
possible, of the potential benefits and
costs to consumers and covered persons
of the proposed rule given available
data. However, as discussed further
below, the data with which to quantify
82 Specifically, section 1022(b)(2)(A) of the DoddFrank Act requires the CFPB to consider the
potential benefits and costs of the regulation to
consumers and covered persons, including the
potential reduction of access by consumers to
consumer financial products and services; the
impact of rules on insured depository institutions
and insured credit unions with less than $10 billion
in total assets as described in section 1026 of the
Dodd-Frank Act; and the impact on consumers in
rural areas.
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the potential costs, benefits, and
impacts of the proposed rule are
generally limited.
Considering these data limitations,
the analysis below generally includes a
qualitative discussion of the benefits,
costs, and impacts of the proposed rule.
General economic principles and the
CFPB’s expertise in consumer financial
markets, together with the limited data
that are available, provide insight into
these benefits, costs, and impacts.
B. Small Servicer Exemption
Small servicers—generally, those that
service 5,000 or fewer mortgage loans,
all of which the servicer or affiliates
own or originated—are exempt from all
new requirements under the proposed
rule.83 Therefore, the discussion of
potential benefits and costs below
generally does not apply to small
servicers or to consumers whose
mortgage loans are serviced by small
servicers.
C. Baseline for Analysis
In evaluating the benefits, costs, and
impacts of this proposed rule, the CFPB
considers the impacts of the proposed
rule against a baseline in which the
CFPB takes no action. This baseline
includes the Mortgage Servicing Final
Rules as currently in effect.84
D. Potential Benefits and Costs to
Consumers and Covered Persons of the
Proposed Rule
This section discusses the benefits
and costs to consumers and covered
persons of the following main
provisions in the proposed rule: (1) the
replacement of the complete application
framework with a streamlined process
that allows for the possibility of
sequential loss mitigation reviews and
includes proposed foreclosure
procedural safeguards throughout a loss
mitigation review cycle; (2) ensuring
consumers are informed of all available
loss mitigation options early in the
process and changes to early
intervention requirements when
consumers are in forbearance; (3) fee
protections during a loss mitigation
review cycle; (4) changes to loss
83 Regulation Z § 1026.41(e)(4)(ii) defines the term
‘‘small servicer’’ as a servicer that either: ‘‘(A)
Services, together with any affiliates, 5,000 or fewer
mortgage loans, for all of which the servicer (or an
affiliate) is the creditor or assignee; (B) Is a Housing
Finance Agency, as defined in 24 CFR 266.5; or (C)
Is a nonprofit entity that services 5,000 or fewer
mortgage loans, including any mortgage loans
serviced on behalf of associated nonprofit entities,
for all of which the servicer or an associated
nonprofit entity is the creditor . . .’’
84 The CFPB has discretion in any rulemaking to
choose an appropriate scope of analysis with
respect to potential benefits, costs, and impacts, and
an appropriate baseline.
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mitigation determination notice
requirements; (5) clarification of notice
of error requirements and appeal rights;
and (6) new language access
requirements discussed in the preamble.
The primary goal of these proposed
amendments would be to reduce
avoidable foreclosures, including by
getting homeowners into loss mitigation
solutions more quickly. These proposed
amendments aim to address this goal by
removing certain prescriptive
requirements from the existing rules and
proposing certain procedural safeguards
to protect borrowers and align servicer
incentives with reviewing borrowers for
loss mitigation assistance quickly and
accurately. As such, the discussion
below of the primary costs and benefits
to consumers and covered persons
focuses on proposed changes in the rule
as they relate to the goals of reducing
avoidable foreclosures and protecting
borrowers from harms that can occur
during the loss mitigation review
process.
The CFPB also would amend existing
record retention requirements to clarify
that they include retention of records
evidencing compliance with the
regulation overall. For covered persons
who are not already retaining these
records, the CFPB anticipates that this
proposed amendment would impose at
most minimal costs to update policies
and procedures since the relevant
records are already produced through
compliance with the existing rule, and
storage systems are already in place to
comply with other record retention
requirements.
1. Updating the Complete Application
Framework
Proposed amendments to § 1024.41
would replace the existing rule’s
complete application framework with a
streamlined process that allows for the
possibility of sequential loss mitigation
reviews. A loss mitigation review cycle
would begin when the borrower
requests loss mitigation assistance and
would terminate at the time the
mortgage is successfully brought current
or one of the procedural safeguards in
proposed § 1024.41(f)(2) is met. Certain
procedural safeguards against
foreclosure would persist during the
loss mitigation review cycle. Under the
proposed rule, investors could still
require that servicers perform a
simultaneous review for all available
loss mitigation options. However, the
proposed rule would allow flexibility
for sequential loss mitigation reviews
with corresponding proposed
foreclosure procedural safeguards
throughout a loss mitigation review
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cycle, and thus this analysis focuses on
that approach.
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i. Benefits and Costs to Consumers
Generally, the goal of this proposed
amendment would be to reduce
avoidable foreclosure by aligning
servicer incentives so that servicers
could review borrowers for loss
mitigation options quickly and
accurately. There are two primary
considerations of costs and benefits to
consumers in this proposed rule. The
first relates to preventing borrower harm
by preventing avoidable foreclosures
and other consequences of delinquency.
For example, for borrowers experiencing
financial distress, allowing flexibility
for an expedited review of loss
mitigation options may prevent the
borrower from incurring costs
associated with the foreclosure process
and experiencing negative impacts to
their credit reporting. As outlined
below, the cost of foreclosure to
borrowers is large and manifests
through both monetary and nonmonetary costs.
The second consideration relates to
the potential consequences for
borrowers’ consideration of all available
loss mitigation options. The existing
rule provides that once an application is
complete, the servicer must evaluate the
borrower for all loss mitigation options
simultaneously. This includes options
for the borrower to sell their home or
liquidation options even if the borrower
has indicated they would like to remain
in the home. The proposed framework
would allow servicers to evaluate
borrowers more quickly and would
provide flexibility to the servicer so that
the servicer would not need to review
the borrower for non-retention options
in instances where the borrower has
indicated they would like to remain in
the home, for example. Upon informing
the borrower of the results of a loss
mitigation review, the new framework
also would require servicers to provide
information about other available loss
mitigation options. This will allow
borrowers to ask for review for other
loss mitigation options that they may
prefer.
Avoidance of Foreclosure and Other
Consequences of Delinquency
Both the proposed loss mitigation
review framework and proposed
foreclosure procedural safeguards
would play an important role in
reducing the probability that a borrower
enters foreclosure and that an avoidable
foreclosure is completed, which would
otherwise cause borrowers to lose their
homes, incur expenditures associated
with the foreclosure process and incur
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non-monetary costs associated with
foreclosure. The proposed loss
mitigation review framework would
provide greater flexibility to servicers to
evaluate borrowers for loss mitigation
options more quickly and accurately.
The CFPB expects that the proposed
loss mitigation review framework would
increase access to loss mitigation for
many borrowers, allowing more
borrowers to be evaluated for loss
mitigation options than they otherwise
would have and reducing avoidable
foreclosures. Furthermore, the proposed
rule would expand foreclosure
procedural safeguards to begin the
moment the borrower requests loss
mitigation assistance as opposed to the
existing rule’s foreclosure protections,
which generally begin only after the
receipt of a complete loss mitigation
application. The proposed rule would
prevent servicers from initiating or
advancing foreclosure proceedings
against borrowers from the moment they
request loss mitigation assistance until
the mortgage is successfully brought
current or one of the procedural
safeguards in proposed § 1024.41(f)(2) is
met. The CFPB expects that the
proposed foreclosure procedural
safeguards would reduce the probability
of foreclosure, as described in more
detail below.
The proposed loss mitigation review
framework would be expected to reduce
avoidable foreclosures by increasing the
likelihood that a borrower receives a
loss mitigation option sooner. The CFPB
understands there are a subset of
borrowers who fail to complete a loss
mitigation application despite
significant improvements in mortgage
servicing practices since the 2013
Mortgage Servicing Rules. The barriers
to completing a loss mitigation
application were well demonstrated
during HAMP. Responses to the
American Survey of Mortgage
Borrowers 85 (ASMB 2020 Survey) also
suggest that borrowers experiencing
financial distress had difficulty
accessing loss mitigation programs
during the COVID–19 pandemic. Among
borrowers who had payment concerns
or difficulties in 2020, half of
85 The American Survey of Mortgage Borrowers
(ASMB) is a survey conducted annually and jointly
sponsored by the FHFA and the CFPB as part of the
National Mortgage Database (NMDB) program. The
purpose of the ASMB is to collect voluntary
feedback directly from mortgage borrowers about
their experience with their mortgage and property.
The feedback collected by the ASMB on past
surveys includes information about a range of
topics related to maintaining a mortgage and
property. The ASMB 2020 Survey focused on
borrower experiences with their mortgage during
the COVID–19 pandemic and received over 1700
responses. See 85 FR 46104 (July 31, 2020).
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respondents reported that they did not
think they qualified for a program or
that they did not know how or where to
apply for programs. More than onequarter of respondents experiencing
financial distress reported that they
experienced ‘‘challenges in getting help
to address loan payment concerns or
difficulties’’ due to the application
process being ‘‘too much trouble.’’ 86 In
interviews conducted for the CFPB’s
2019 RESPA Servicing Assessment,
housing counselors reported that the
leeway servicers have in defining when
an application is complete under the
existing rule makes it challenging to
determine whether their application is
complete or what additional
information is necessary to complete
it.87 Taken together, this suggests that a
substantial share of borrowers who
initiate applications may not complete
them and that, across servicers, many
delinquent borrowers do not initiate
applications at all.88
Under the existing rule, servicers
generally are required to collect
documentation for all the options that
may be available to the borrower prior
to making a determination as to what
loss mitigation option or options the
servicer may offer to the borrower. This
framework proved beneficial for many
borrowers. However, as discussed
above, it remains the case that some
borrowers do not complete the
application for loss mitigation
assistance in a timely manner or at all.
The requirement to obtain and submit
documents that may not be relevant to
options the borrower is interested in
may contribute to borrowers’ difficulties
in completing an application. Moreover,
delays in processing an application can
occur when a borrower submits a partial
application or otherwise. This delay can
result in the borrower needing to
resubmit documents that may have
become stale (i.e., proof of income).
Servicers following investor guidelines
might ask borrowers to resubmit
86 See Lynn Conell-Price et al., CFPB, Borrower
Experiences with Mortgage Servicing During the
COVID–19 Pandemic, at 3, 10–11 (June 2024),
https://files.consumerfinance.gov/f/documents/
cfpb_borrower-experiences-with-mortgageservicing_2024-06.pdf (CFPB June 2024 Report).
This question, Question 38 in the ASMB, asked
borrowers, ‘‘Were any of the following a challenge
to you in getting help to address your concerns or
payment difficulties?’’ See 85 FR 46104, 46113 (July
31, 2020).
87 Servicing Rule Assessment Report at 171–72.
88 Analysis of five servicers’ data reported by the
CFPB in the Servicing Rule Assessment Report
showed a wide range in share of initiated loss
mitigation applications that were completed across
servicers from about 40 to 95 percent. This variation
likely reflects in part differences in how servicers
tracked and compiled data on completed
applications. Servicing Rule Assessment Report at
139.
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documents multiple times before
conducting a review for loss mitigation
options. Providing flexibility to
servicers by allowing sequential review
for loss mitigation options, as proposed,
would increase the likelihood that a
borrower receives at least one suitable
loss mitigation option quickly 89 and,
therefore, would increase their chances
of avoiding foreclosure.90
For some borrowers, the ability to
enter a particular loss mitigation option
may be the only way for them to become
or remain current and avoid foreclosure.
Delays in loss mitigation review can
directly lead to foreclosure and the
borrower losing their home. For
example, some loss mitigation programs
are subject to a cap of 12 cumulative
deferred past due principal and interest
payments,91 which includes the period
of loss mitigation review. Borrowers
will be ineligible for this type of loss
mitigation program if loss mitigation
review and offer are delayed past the 12month mark for any reason.
Furthermore, reducing the hurdles to
obtain a loss mitigation option may
benefit borrowers who would
successfully complete a loss mitigation
application and receive and accept a
loss mitigation option under the current
framework. To the extent those
borrowers receive a loss mitigation
option more quickly under the proposal
than under the existing rule, their
period of delinquency would be
reduced. This will reduce negative
impact on their credit history. It also
would reduce their exposure to fees
associated with default, such as late
fees, property inspection fees, and
foreclosure-related fees.
The CFPB does not have data enabling
us to estimate how much the proposed
provision would shorten loss mitigation
processes. Interviews with servicers
conducted for the CFPB’s 2019 RESPA
Servicing Assessment indicate that the
requirement to evaluate the borrower for
all options at once is time-consuming
for servicers.92 The same report
89 Under existing § 1024.41(c), servicers may
under some circumstances evaluate an incomplete
loss mitigation application and offer a borrower a
loss mitigation option based on the incomplete
application if the application has remained
incomplete for a significant period of time. See 12
CFR 1024.41(c)(2)(ii). By lowering barriers to
receiving an offer, the proposed application
framework is expected to lead to more loss
mitigation offers, a portion of which will allow
consumers to avoid foreclosures that would have
occurred under the existing rule.
90 See Urban Wire 2018.
91 See Freddie Mac, Payment Deferral Solutions,
https://sf.freddiemac.com/working-with-us/
servicing/products-programs/payment-deferral (last
visited July 1, 2024).
92 Servicing Rule Assessment Report at 152, 155–
56.
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analyzed seven servicers’ operations
data and found longer durations
between a borrower initiating and
completing a loss mitigation application
after the complete application
framework became effective (median 63
days in 2015, post-Rule, relative to a
median of 36 days in 2012, pre-Rule,
i.e., in the absence of a complete
application requirement).93 We caution
that these data do not allow us to
estimate the increase in time directly
attributable to the complete application
requirement as opposed to changes in
conditions over these three years or
other aspects of the rule. These findings
suggest that the proposed provision may
allow borrowers to be reviewed for loss
mitigation options more quickly.
The CFPB also believes that the
proposed foreclosure procedural
safeguards would benefit consumers
significantly by providing them with
foreclosure protections more quickly.
Under the proposed rule, borrowers
would have protection from foreclosure
as soon as they indicate that they need
mortgage assistance as opposed to
waiting until an application is complete.
This means most borrowers would
receive foreclosure protections earlier in
the process. Moreover, because many
borrowers do not complete a loss
mitigation application under the
existing rules, these borrowers would
receive foreclosure protections under
the proposed rule, which could increase
their likelihood of accessing loss
mitigation. The CFPB expects that by
receiving foreclosure protections earlier
in the process borrowers would have an
increased likelihood of avoiding
foreclosure.
The proposed rule also could prevent
some foreclosures by requiring that
servicers evaluate borrowers for other
available loss mitigation options if the
initially chosen loss mitigation option is
not successfully implemented (e.g., if
the borrower does not complete trial
modification payments). Under the
existing framework, servicers are
required to simultaneously evaluate
borrowers for all available options and
offer or deny the available options at the
same time. Servicers are not required to
review another application or reevaluate previously denied options if
the borrower remains delinquent (as in
the case where the borrower does not
complete trial modification payments).
For borrowers whose circumstances
change (e.g., new employment), this can
result in borrowers being denied access
93 The CFPB assessed the 2013 Mortgage
Servicing Final Rule between 2018 and 2019 and
released a report detailing its findings in early 2019.
Id. at 142.
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60233
to loss mitigation options because they
were not eligible at the time of
application completion even though
they become newly eligible after
application. The CFPB expects that,
because it would require servicers to
evaluate borrowers for other available
loss mitigation options if a previously
offered loss mitigation option is not
finalized, the proposed rule would
provide borrowers with increased
opportunities to finalize a loss
mitigation option successfully and to
become current.
The CFPB does not have data to
estimate how many borrowers would
avoid foreclosure due to this additional
opportunity for evaluation. However,
the CFPB understands that some
borrowers who accept a loss mitigation
option and enter a trial payment plan do
not succeed at bringing their loan
current through that option. Borrowers
in this situation who have not yet been
reviewed for all available loss mitigation
options might be able to become current
or remain in their home under the
proposed rule if they were approved for
and successfully completed a different
loss mitigation option after failing a trial
payment plan.
For borrowers who avoid foreclosure
due to the proposed provision, the per
borrower benefits would be substantial.
Estimates of the cost of foreclosure to
consumers are large and include
substantial monetary and non-monetary
costs. Some of these costs are borne
directly by the borrower and others are
borne by non-borrowers. In the CFPB’s
June 2021 Final Rule, we estimated an
average per-borrower benefit of avoiding
foreclosure of at least $30,100 or
$35,300 in 2023 dollars.94 This figure
relies on a study by the Department of
Housing and Urban Development in
2010, which estimated a borrower’s
average out-of-pocket cost from a
completed foreclosure of $10,300 or
$14,630 in 2023 dollars and estimated
the average effect of foreclosure on close
neighboring house values at $14,531, or
$20,640 in 2023 dollars.95 This number
94 86
FR 34848 (June 30, 2021).
from HUD include direct costs to the
borrower: moving costs, legal fees, tax penalties,
and administrative charges. These estimates from
HUD are based on a number of assumptions and
circumstances that may not apply to all borrowers
who experience a foreclosure sale or those that
remediate through non-foreclosures options. U.S.
Dep’t of Hous. & Urb. Dev., Economic Impact
Analysis of the FHA Refinance Program for
Borrowers in Negative Equity Positions (2010),
Adjustment for inflation uses the change in the
Consumer Price Index for All Urban Consumers
(CPI–U) U.S. city average series for all items, not
seasonally adjusted, from January 2010 to
September 2023. See U.S. Bureau of Lab. Stat.,
95 Estimates
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likely underestimates the average
borrower benefit of avoiding foreclosure
due to additional monetary and nonmonetary costs to the borrower of
foreclosure not included in this
estimate. Additional monetary costs to
the borrower include loss of equity 96
and the option value from realizing
future housing price appreciation.97
Additional non-monetary costs may
include, but are not limited to,
increased housing instability, reduced
homeownership, financial distress,98
and adverse medical conditions.99
While these estimates are based on data
from 2008 or earlier, the CFPB believes
the inflation-adjusted estimates provide
a reasonable lower bound for the cost of
foreclosure to borrowers.
In addition to the above estimate,
there would be significant benefits to
the borrower of avoiding foreclosure
with respect to their credit profile.
Foreclosure has a significant impact on
a borrower’s credit score that can make
it difficult to access future credit.100 The
benefit to consumers is even larger if the
borrower can shorten the period of loan
delinquency by entering a loss
mitigation solution faster under the
proposed rule compared to baseline.
The CFPB does not have data to
estimate the number of borrowers
experiencing financial distress who
would not complete a loss mitigation
application under existing rules and
would not therefore receive a loss
mitigation offer but would receive a loss
mitigation offer under the proposed
rule. The CFPB also does not have data
to predict how many borrowers would
experience foreclosure but for a loss
mitigation solution received under the
proposed loss mitigation review
framework. However, existing evidence
suggests that the number of borrowers
who would receive a loss mitigation
solution under the proposed rule might
be substantial. At the national level, a
Consumer Price Index, https://www.bls.gov/cpi/
(last visited July 1, 2024).
96 Campbell et al., Forced Sales and House Prices,
Am. Econ. Rev. 101 (2011), https://
www.aeaweb.org/articles?id=10.1257/
aer.101.5.2108.
97 Janice Eberly & Arvind Krishnamurthy,
Efficient credit policies in a housing debt crisis,
Brookings Papers on Econ. Activity, Fall 2014, at
73–136 (2014).
98 Rebecca Diamond et al., The Effect of
Foreclosures on Homeowners, Tenants, and
Landlords, Nat’l Bureau of Econ. Res., Working
Paper No. 27358 (2020).
99 See Janet Currie et al., Is there a link between
foreclosure and health?, 7 Am. Econ. J.: Econ. Pol’y
63 (2015), https://www.aeaweb.org/
articles?id=10.1257/pol.20120325.
100 See Jim Akin, How Does a Foreclosure Affect
Credit?, Experian (July 27, 2023), https://
www.experian.com/blogs/ask-experian/how-does-aforeclosure-affect-credit/.
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November 2023 report from
Intercontinental Exchange (ICE)
Mortgage Technology estimates that
751,000 loans were at least 60 days
delinquent. The same report estimates
214,000 total loans in active foreclosure
in September.101 The CFPB’s 2019
RESPA Servicing Rule Assessment
reports on the share of delinquent
borrowers from a sample of five
servicers who initiated loss mitigation
applications in 2015 under the existing
complete application framework. Out of
the population of borrowers who
became 60 days delinquent in 2015, six
months later 45 percent of borrowers
had initiated a loss mitigation
application.102 The CFPB requests data
and other information that could help
estimate the extent to which the
proposed provisions would increase the
number of consumers who receive a loss
mitigation option and the number that
could avoid foreclosure as a result.
Consequences for Borrower
Consideration of All Available Loss
Mitigation Options
The proposed loss mitigation review
framework may create costs for
borrowers if it prevents them from
considering and receiving loss
mitigation options that they would
prefer to those for which they are
initially considered. For example, under
the proposal, a borrower might be
considered for and receive an offer of
payment deferral without having
provided the documentation required to
be considered for a loan modification.
This could be harmful to borrowers that
would, instead, benefit from a loan
modification and who may not
understand the difference between the
two loss mitigation options. Assuming
the borrower is eligible for both options
but does not know this, an immediate
offer of deferral may induce the
borrower to accept that option because
they do not realize there are other
options available that may be more
fitting for their circumstances.
Borrowers who receive a streamlined
offer may not understand all the loss
mitigation options they may have been
eligible for if they had submitted a
complete application.
In the 2013 RESPA Servicing Final
Rule, the CFPB explained that
borrowers would benefit from the
complete application requirement, in
part, because borrowers would generally
be better able to choose among available
loss mitigation options if the servicer is
101 ICE, Mortgage Monitor report, at 23–24 (Nov.
2023), https://www.blackknightinc.com/wpcontent/uploads/2023/11/ICE_MM_NOV2023_
Report.pdf.
102 Servicing Rule Assessment Report at 124–25.
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required to review them for all options
and present any options for which they
are eligible simultaneously. The CFPB
acknowledges that borrowers accepting
an offer without being reviewed for all
available options could be prevented
from considering loss mitigation options
that they may prefer to the initial option
for which they are reviewed. However,
if a borrower is interested in and eligible
for another form of loss mitigation, the
proposed rule would allow them to
request and receive a review for all
available options that they have not
already been reviewed for after the
servicer’s initial offer. In addition, other
proposed revisions to the early
intervention notice requirements in the
proposed rule, discussed below in (2),
are designed to ensure the borrower has
access to information about and the
opportunity to seek review for all
options for which they may qualify.
These parts of the proposal should
mitigate the risk that a borrower is not
evaluated for all options in which they
may have an interest.
The CFPB’s 2019 RESPA Servicing
Rule Assessment also showed that
servicers generally only offered
borrowers one loss mitigation option
even under the existing rule’s complete
application framework. Investorrequired evaluation rules sometimes
prescribe sequential review and
automatically deny a borrower all other
options for which the borrower
qualifies.103 This indicates that in many
cases the existing complete application
framework may not result in the
borrower receiving detailed information
on multiple available options.
ii. Benefits and Costs to Covered
Persons
The primary benefits to servicers
would be a reduction in costs for
collecting and processing paperwork
associated with loss mitigation
applications. Evaluating a complete
application for all loss mitigation
options is more resource intensive than
evaluating eligibility for a single option
or subset of options. Thus, if a servicer
evaluates a borrower for fewer than all
loss mitigation options—as the
proposed rule would allow—the
servicer will save resources, avoiding
parts of the evaluation process that
would have occurred under the existing
complete application framework. These
benefits could be especially beneficial to
servicers when a borrower applies for
options that are designed to be
streamlined and made available quickly
with no or minimal paperwork. In those
cases, the servicer would avoid
103 See
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evaluation costs for options that require
more extensive documentation that is
time-consuming to collect, compile,
evaluate, and retain in servicing
systems.
The CFPB understands that the
process of conducting an evaluation for
all loss mitigation options and
communicating the determination to
consumers can require considerable
staff time. Among other things, servicers
must communicate with borrowers,
exercise diligence to obtain all
documents and information needed for
review of any potentially available loss
mitigation options, and review of all
possible options, even ones in which
the borrower may not be interested. In
the CFPB’s 2019 RESPA Servicing
Assessment and based on interviews
with servicers, the CFPB discussed that
the requirement of evaluation for all
options at once and a decision letter on
outcomes for all options was the
costliest provision of the 2013 Rule for
servicers.104
The proposal would also remove the
existing requirement in § 1024.41(b)(2)
that a servicer send, within five days of
receiving the borrower’s loss mitigation
application, a written notice containing
information about the completeness of
the borrower’s loss mitigation
application and any needed documents
and information. The removal of this
notice requirement would constitute a
cost savings to servicers.
The total number of loss mitigation
applications servicers receive annually
may vary considerably with market
conditions that affect borrower
delinquency rates. To come up with a
rough estimate, we consider the 1.8
percent rate of delinquent borrowers at
the end of 2023,105 or roughly 56
million currently active mortgage loans,
and the 45 percent rate of delinquent
borrowers who initiated loss mitigation
applications in the 2015 servicer
operations data analyzed for the CFPB’s
2019 RESPA Servicing Rule
Assessment.106 These inputs imply a
rough estimate of 450,000 loss
mitigation applications annually. The
CFPB does not have data to quantify the
reduction in costs to servicers from the
provision in terms of average savings
per loss mitigation application. Given
the large number of loss mitigation
104 Id.
at 152, 155–56.
from MBA’s National Delinquency
Survey for 2023 Q4 combining borrowers either 60
to 89 days delinquent (0.7 percent of active loans)
or 90 days or more delinquent (1.1 percent of active
loans). See MBA, Mortgage Delinquencies Increase
in the Fourth Quarter of 2023 (Feb. 8, 2024), https://
www.mba.org/news-and-research/newsroom/news/
2024/02/08/mortgage-delinquencies-increase-inthe-fourth-quarter-of-2023.
106 Servicing Rule Assessment Report at 125.
105 Estimate
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applications, even a modest reduction
in staff time needed for communication
or review of loss mitigation options with
borrowers and efforts to obtain all
documents needed for review of all
possible options could lead to
substantial cost savings.
The proposed rule may increase costs
to servicers if it delays foreclosures that
would have occurred under the existing
rule. The CFPB understands that the
cost of servicing nonperforming loans is
greater than the cost of servicing
performing loans. By delaying initial
foreclosure proceedings, servicers may
have to advance principal and interest
payments to investors and continue to
fund escrow. Once the foreclosure
process has started there continues to be
an array of fees, which vary by state.
Only some of these fees are recoverable
for the servicer when the foreclosure is
completed. In addition, servicers may
incur significant penalties if foreclosure
is initiated after the foreclosure start
deadline outlined in the servicer
agreement. For example, the Federal
Housing Administration penalizes
servicers that do not refer by 180 days
after initial delinquency,107 and the
Government Sponsored Enterprises
(GSEs) impose penalties if foreclosure is
not completed within state-specific
timelines.108 Because the proposed rule
is intended to align servicer incentives
and provide for servicer incentives to
review borrowers for loss mitigation
quickly and accurately, the CFPB
expects any foreclosure delays relative
to baseline will be minimal and,
therefore, the additional costs of the
proposal will be minimal.
Relative to the existing rule, the
proposed foreclosure procedural
safeguards may begin earlier (when the
borrower first requests loss mitigation
assistance rather than when there is a
complete application) and potentially
end later (such as, for example, when a
loss mitigation option is successfully
implemented rather than when the
borrower enters an option that may not
be successfully implemented). The
proposed foreclosure procedural
safeguards also would continue for a
borrower who fails a trial payment plan
107 See Karan Kaul et al., Reforming the FHA’s
Foreclosure and Conveyance Processes, Urb. Inst.
(Feb. 2018), https://www.urban.org/sites/default/
files/publication/96801/reforming_the_fhas_
foreclosure_and_conveyance_processes_1.pdf.
108 See, e.g., Fannie Mae, Servicing Guide, A1–
4.2–02, Compensatory Fees for Delays in the
Liquidation Process (Feb. 13, 2019), https://
servicing-guide.fanniemae.com/svc/a1-4.2-02/
compensatory-fees-delays-liquidation-process;
Freddie Mac, Single Family Seller Servicer Guide9301.46 Allowable delays in completing a
foreclosure, https://guide.freddiemac.com/app/
guide/section/9301.46 (last visited July 1, 2024).
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if the borrower has not yet been
reviewed for all available options; and
those protections would generally
continue until the borrower has either
been reviewed for all available options
and none remain, another loss
mitigation option has been successfully
implemented, the loan is brought
current, or the borrower remains
unresponsive for a specified period of
time despite the servicer regularly
taking steps to reach the borrower.
Assuming some borrowers in that
situation would ultimately face
foreclosure, the proposed foreclosure
procedural safeguards could be more
costly for the servicer than a prompt
foreclosure following the borrower’s
initial failure of the trial payment plan.
The CFPB expects that the costs of
beginning foreclosure protections earlier
and expanding them from initiation and
sale to cover all foreclosure
advancement may be minimal. The
CFPB understands that many servicers
already place a pause on foreclosure
proceedings as soon as the loss
mitigation process begins, and some
investor guidelines may require
foreclosure to be paused even before an
application is complete (when the
existing framework’s prohibition on
these practices begins).109 Nevertheless,
the main difference in time preceding a
foreclosure under the proposal would
result from the prevention of dual
tracking after a request for loss
mitigation assistance but before the loss
mitigation application is completed. By
providing clear requirements, these
amendments may reduce complexity for
servicers.
The CFPB does not have data to
predict the additional possible duration
of the proposed foreclosure procedural
safeguards or number of borrowers to
whom they would apply. The CFPB
previously estimated that, under the
existing rule, the typical duration from
initiating a loss mitigation application
to completing it was roughly two
months.110 Under the proposed rule,
this suggests that the gap between the
start of loss mitigation review and
foreclosure initiation is two months for
109 Servicing Rule Assessment Report at 171–73.
For example, guidance for loans with GSE investors
is that foreclosure can proceed if the borrower isn’t
being reviewed for loss mitigation but if a borrower
calls and the servicer can determine that the
borrower would like to be reviewed for loss
mitigation either the foreclosure is held for loss
mitigation review or it will continue if it is
determined that the borrower is not eligible for loss
mitigation.
110 This estimate is based on the 63-day median
durations between loss mitigation application
initiation and completion in 2015 at five large
servicers analyzed in the Servicing Rule
Assessment Report. See Servicing Rule Assessment
Report at 140.
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the typical borrower. The CFPB expects
that servicers would incur additional
costs for less than this two-month
period due to the likely earlier onset of
loss mitigation review, which will
partially offset this two-month period
relative to baseline. For example, if loss
mitigation review begins one month
earlier compared to baseline, then
foreclosure initiation will be delayed by
only one month (not two) for a typical
borrower compared to baseline. In this
example, the additional cost to the
servicer from the proposal would be one
month of servicing the non-performing
loan. The CFPB understands that there
may be some cases where the gap
between the start of loss mitigation
review and foreclosure initiation may be
longer than the two months proposed
here, but any costs incurred due to the
delay will still be partially offset by
starting loss mitigation review sooner.
Any delay in completing foreclosure
would create additional costs to service
the loan before foreclosure. The
Mortgage Bankers Association reported
an annual cost of servicing nonperforming loans of $1,857 and
performing loans of $176.111 The
difference in mortgage servicing costs
between non-performing and
performing loans is $1,681, or $140 per
month, on average. Thus, the CFPB
estimates that the additional average
servicing costs associated with servicing
non-performing loans would be near
$140 per month. The average monthly
cost may be lower if some of these costs
are recoverable from the investor.
Servicers also would incur costs to
manage compliance risk and ensure that
the provision is not violated. This
would encompass the cost of developing
systems to ensure compliance with the
conditions under which a loss
mitigation review cycle ends along with
the prohibition on initiating or
advancing foreclosures, to ensure that
they do not inadvertently violate the
protections. On net, these costs may be
lower than compliance costs under the
existing rule compared to baseline due
to the simpler prohibition on initiating
or advancing foreclosure.
The proposed changes also would
bring the servicing rules into closer
alignment with current servicing
practices, which are largely set by
investors. If the proposed rule increases
the likelihood that non-performing
loans are modified or speeds the process
of achieving a permanent loss
111 See Marina Walsh, Chart of the Week—June
21, 2024: Annual Cost of Servicing Performing and
Non-Performing Loans, MBA Newslink (June 24,
2024), https://newslink.mba.org/servicing-newslink/
2024/june/chart-of-the-week-annual-cost-ofservicing-performing-and-non-performing-loans/.
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mitigation, then servicers and investors
may benefit from either or both changes.
2. Changes to Early Intervention Notice
Requirements
The proposal would make changes to
the early intervention notice
requirements in § 1024.39. Specifically,
the proposal would amend the content
of § 1024.39(b) written notices by
adding to existing notice requirements a
new requirement that the notices
identify the name of the owner or
assignee, currently holding the
borrower’s mortgage, a brief description
of each type of loss mitigation option
that is generally available from the
investor, and a website address and
phone number where the borrower can
obtain a list of all of the loss mitigation
options that may be available from that
borrower’s investor. Additionally, the
proposal would create alternative early
intervention notice requirements at
§ 1024.39(e) for borrowers performing
under the terms of a forbearance. Under
the proposed alternative notice
requirements, servicers would receive a
partial exemption from the live contact
and early intervention written
disclosure requirements of § 1024.39(a)
and (b) while a borrower is performing
pursuant to the terms of a forbearance.
However, servicers would be required to
provide new oral and written notices to
delinquent borrowers near the
scheduled end of their forbearance
period.
i. Benefits and Costs to Consumers
Proposed § 1024.39(b) would benefit
borrowers by better informing them
about their possible loss mitigation
options earlier in the loss mitigation
process. Given that the proposed rule
would allow servicers to consider
borrowers for loss mitigation options
one at a time (as discussed above in this
part), it may be more critical for
borrowers to receive information about
all available options upfront than under
the existing rule. That is, providing
information on all options upfront may
mitigate the chance that borrowers
accept an inferior option for their needs
due to ignorance of a superior
alternative for which they have not yet
been reviewed.
The existing written early
intervention notices rules do not require
the servicer to inform the borrower of
the investor’s identity and do not
require a servicer to provide any
resource from which the borrower can
obtain information regarding each loss
mitigation option that may be available
from that investor. This can make it
difficult or impossible for a borrower to
discover the investor’s identity and to
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determine which loss mitigation options
are available for their loan. The main
benefit of the proposed provision would
be to remedy that problem for some
borrowers, allowing them to learn more
about their available loss mitigation
options. This information may benefit
borrowers by enabling them to request
a loss mitigation option that may seem
appropriate for their situation. In
addition, making borrowers aware of
options that may be appropriate to their
situation earlier in the process may
prompt some borrowers to contact their
servicer and apply for help sooner.
Borrowers who apply for consideration
sooner also may successfully enter a
loss mitigation option sooner and
benefit from avoiding potential fees and
other consequences that accompany a
longer period of loan delinquency (as
discussed above in this part).
Proposed § 1024.39(e) would benefit
borrowers in two ways. First, it would
eliminate borrower confusion that may
currently occur when borrowers receive
early intervention notices that do not
reflect the fact that a forbearance is in
place. Proposed § 1024.39(e) would
eliminate this source of borrower
confusion by exempting servicers from
the early intervention notice
requirements of § 1024.39(a) and (b)
while borrowers perform under the
terms of a forbearance agreement.
Second, proposed § 1024.39(e) would
benefit borrowers who are delinquent
and are nearing the end of a forbearance
period by making it more likely that
they are aware of their options at the
end of the forbearance period with
sufficient time to take the action most
appropriate for their circumstances.
Borrower responses to the ASMB 2020
Survey demonstrated that many
borrowers in forbearance plans in 2020
were unsure of how their deferred
payments would be repaid when their
forbearance period was up (roughly 13
percent of respondents).112 Borrowers in
this situation may benefit from receiving
contact from their servicer prior to the
end of their scheduled forbearance
because it would help them work with
their servicer to find other loss
mitigation options. This, in turn, might
result in more borrowers resolving their
delinquencies and reducing
delinquency related fees than would
112 See CFPB June 2024 Report at 19–20. Question
26 of the ASMB 2020 Survey asked, ‘‘When your
forbearance period ends or has ended, which of the
following best describes how your deferred or
reduced payments will be repaid?’’ Roughly 13
percent of the applicable respondents selected
‘‘Unsure/Don’t know.’’ See 85 FR 46104, 46112
(July 31, 2020).
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occur in the absence of the proposed
rule.
For both proposed provisions, the
total benefits to borrowers would
depend on the number of borrowers
who might benefit as discussed above.
The CFPB cannot currently quantify this
number due to lack of information about
how many people respond to early
intervention notices today, how many
recipients of early intervention notices
would find the new information
important, and how this might change
the rate of responses to the notices. The
CFPB requests data and other
information that could help estimate
these quantities.
ii. Benefits and Costs to Covered
Persons
For servicers, the main costs of these
provisions would come from the costs of
developing the new disclosures.
Determining the appropriate
information about the relevant investor
for a borrower’s loan and their loss
mitigation options may be the costliest
addition because it is tailored to each
loan. This may require additional
employee time to develop a process for
linking loan investor and loss mitigation
information to production of early
intervention written notices. However,
the added cost should not be overstated;
under the existing rule, servicers must
provide relevant loss mitigation
information to borrowers when they
contact the servicer to ask for help.
Thus, the existing rule already requires
servicers to have a way of knowing the
investors’ requirements for individual
loans upon request. There may be
additional costs to servicers from
developing and maintaining the website
and telephone resources that provide
information on the relevant loss
mitigation options for different investors
to borrowers.
Additionally, with respect to
§ 1024.39(e), servicers may benefit from
no longer providing early intervention
notices while borrowers are in
forbearance, although they would incur
an additional cost for sending end-offorbearance notices to these borrowers.
Assuming typical forbearance periods of
three to six months, the net effect of
these two changes for the average
borrower may be minimal. That is, the
increased cost of providing the
proposed end of forbearance notices and
the reduced cost of no longer providing
notices under § 1024.39(a) and (b) may
offset each other.
The CFPB does not have data to
estimate these increased costs to
servicers. However, we note that any
additional costs of gathering,
maintaining, and providing this
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information may be smaller than the
reductions in costs to servicers
associated with simplifying the required
application and evaluation process as
discussed above in (1). The CFPB also
requests data or other information to
help estimate changes in costs
associated with more expansive early
intervention notices.
3. Fee Protections
Proposed amendments to
§ 1024.41(f)(3) would prohibit fees
beyond the amounts scheduled or
calculated as if the borrower made all
contractual payments on time and in
full under the terms of the mortgage
contract beginning when a borrower
requests loss mitigation assistance and
continuing throughout a loss mitigation
review cycle. This prohibition would
encompass both amounts typically
imposed on a borrower’s account
directly by the servicer, such as late
charges and stop payment fees, as well
as payments to third party companies
for delinquency-related services, such as
property inspections.
i. Benefits and Costs to Consumers
The benefit of this provision to the
borrower would be the value of
delinquency-related fees prevented
while a loss mitigation application is
pending. The CFPB does not have data
to estimate the average amount of fees
that would otherwise be incurred by
borrowers during the loss mitigation
application process. However, GSE loan
guidelines provide a ceiling with
maximum allowable charges: monthly
late charges cannot exceed 5 percent of
the principal and interest payment, or
roughly $88 for the average outstanding
mortgage at the end of 2023 113 and
allowable reimbursements for monthly
property inspection fees cannot exceed
$30 for exterior inspections and $45 for
interior inspections.114
113 The estimate of $88 is based on the average
monthly principal & interest payment of $1,760
estimated for outstanding mortgages nationally as of
the third quarter of 2023 estimate in the NMDB
Aggregate Statistics. See FHFA, National Mortgage
Database (NMDB®) Aggregate Statistics, https://
www.fhfa.gov/DataTools/Downloads/Pages/
National-Mortgage-Database-Aggregate-Data.aspx
(last updated June 28, 2024); see also Freddie Mac,
Single-Family Seller/Servicer Guide, Section 9102.2:
Late charges (Mar. 2, 2016), https://
guide.freddiemac.com/app/guide/section/9102.2;
and Fannie Mae, Single-Family Selling Guide, B8–
3–02, Special Note Provisions and Language
Requirements (June 3, 2020), https://selling-guide.
fanniemae.com/Selling-Guide/Origination-throughClosing/Subpart-B8-Closing-Legal-Documents/
Chapter-B8-3-Notes/1032999801/B8-3-02-SpecialNote-Provisions-and-Language-Requirements-06-032020.htm#Late.20Charges.20for.20Conventional
.20Mortgages.
114 See Freddie Mac, Single-Family Seller/
Servicer Guide, Exhibit 57: 1-to 4-Unit Property
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60237
Given uncertainty about the impact of
the proposed changes on loss mitigation
review cycle durations, it is not possible
to estimate the number of months
borrowers would receive these
protections on average. Under the
existing rule (and prior to COVID–19
temporary exceptions), 2015 servicer
operations data from the CFPB’s 2019
Servicing Rule Assessment suggests the
typical duration from initiating a loss
mitigation application to receiving an
evaluation from the servicer was
roughly two months under the existing
rule and slightly more than one month
prior to the 2013 Mortgage Servicing
Final Rule.115 Under the proposed rule,
the CFPB expects that for many
borrowers the protections may apply for
less than a month and have no impact
on monthly fees incurred (both for
borrower benefit and servicer cost) in
cases where servicers offer and
borrowers accept streamlined loss
mitigation options that require little or
no documentation. The CFPB
understands that in an environment
where servicers predominantly offer
streamlined loss mitigation options it is
likely that many borrowers who request
help will experience these protections
for under a month, but that in some
cases where evaluation is more
involved, the average borrower may
experience protections for near two
months and benefit from avoiding
roughly $236 in fees.116 Estimating the
total benefit to consumers also requires
information on the number of
consumers submitting loss mitigation
applications. As discussed above in
section (1), we estimate roughly 450,000
loss mitigation applications annually
given current delinquency rates and
market size but note that this number
Approved Expense Amounts, https://
guide.freddiemac.com/app/guide/exhibit/57 (last
visited July 1, 2024); see also Fannie Mae, SingleFamily Servicing Guide, F–1–05: Expense
Reimbursement (Oct. 11, 2023), https://servicingguide.fanniemae.com/THE-SERVICING-GUIDE/
Part-F-Servicing-Guide-Procedures-Exhibits-QuickReferen/Chapter-F-1-Servicing-Guide-Procedures/F1-05-Expense-Reimbursement/1045188371/F-1-05Expense-Reimbursement-03-08-2023.htm.
115 This estimate is based on combining the
requirement under the existing rule that servicers
evaluate complete applications within 30 days and
the 63-day median durations between loss
mitigation application initiation and completion in
2015 at five large servicers analyzed in the
Servicing Rule Assessment Report. The same report
indicates that 88 percent of complete loss
mitigation options received servicer decisions
within 30 days, and many received decisions
within the first week. See Servicing Rule
Assessment Report at 140, 157.
116 This estimate ranges from $236 for a duration
of 2 months with monthly late fees of $88 and
exterior inspection fees of $30.
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conditions.
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ii. Benefits and Costs to Covered
Persons
The cost to servicers of the proposed
fee prohibition would be the value of
the lost fees they would otherwise
charge to borrowers with the same
estimates discussed above regarding
consumer benefit. The CFPB
understands that investors typically
require their servicers to engage and pay
third party companies during
delinquencies for a variety of activities,
such as regular property inspections. In
these cases, the prohibition would
prevent servicers from recouping their
expenses from payments they must
make to third party companies for
delinquency-related services, although
they may still be able to recoup these
expenses later at a foreclosure sale.
Incurring these expenses may further
incentivize servicers to process loss
mitigation applications expediently,
mitigating the overall expenses incurred
by servicers as well as for borrowers. To
the extent servicers either are able to
retain any fee income or are required to
advance the fees to investors (as may be
the case for late fees), servicers will
likewise have increased incentives to
process loss mitigation applications
expediently, mitigating the overall
expenses incurred by servicers as well
as for borrowers.
4. Loss Mitigation Determination
Notices
Proposed amendments to § 1024.41(c)
would add new requirements for loss
mitigation determination notices that
would, in relevant part, (a) require offer
and denial notices for all loss mitigation
options, (b) require more detail in the
notices specifying the key borrowerprovided inputs that served as the basis
for the determination, (c) provide
contact information that the borrower
can use to access a list of non-borrower
provided inputs, if any, used by the
servicer in making the loss mitigation
determination, (d) require the servicer to
provide a website through which a
borrower could access a list of nonborrower provided inputs, if any, used
by the servicer in making the loss
mitigation determination; (e) require
certain disclosures regarding loss
mitigation options that may remain
available to the borrower, and (f) require
that the servicer inform the borrower as
to whether an offer will still be available
if the borrower requests to be reviewed
for other loss mitigation options. If the
loss mitigation offer is for a forbearance,
the amendments also would require that
the determination notice include
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information regarding the terms and
duration of the forbearance. Disclosure
of the terms and duration of the
forbearance is not a new requirement
but is being moved into the proposed
determinations section to provide the
borrower additional information and
because of the proposed amendment of
§ 1024.41(c)(2)(iii), where the
requirement currently resides.
i. Benefits and Costs to Consumers
The purpose of the existing loan
modification denial notice provision in
§ 1024.41(d) is to provide borrowers
with information that might help them
correct an erroneous denial, and the
proposed changes to determination
notices would extend that benefit to any
loss mitigation determination rather
than to permanent loan modification
denials only. Additionally, the proposed
changes would require detail to be
included in the notices on specific
inputs used in the determination, better
enabling borrowers to recognize
potentially erroneous denials and fully
understand the basis for the
determination.
In the case of a denial, ensuring the
consumer understands the reasons for
the denial including any specific
numerical input used in the
determination is necessary to enable the
consumer to recognize and respond to
potential errors that may occur in
determinations. Requiring this for all
loss mitigation options rather than only
permanent loan modifications as
specified under the existing rule
recognizes the increasing prevalence of
alternative types of loss mitigation
options, such as forbearances and
deferrals. This additional information
could reduce confusion for borrowers
and help some borrowers understand
their loss mitigation determinations
better under the proposal compared to
baseline.
In the case of an offer, the primary
benefit to borrowers of requiring
detailed determination notices is to
assist the borrower with potential
appeals in cases where the terms of the
offer may depend on certain inputs. By
providing details on the inputs used as
basis for the determination, the
proposed notices may enable borrowers
to recognize errors in determinations
that may have led to worse terms in the
offer than if the correct information had
been used. In such cases, if the borrower
appeals an error that they would not
otherwise have recognized or been able
to substantiate, and accepts an offer on
better terms, they will benefit by the
difference in terms between the initial
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and appealed offer terms.117 The total
number of borrowers affected would
depend on two things: the number of
borrowers who would newly receive
determination notices and the share of
those borrowers who would appeal
successfully due to those notices.
Due to uncertainty about trends in
borrower distress, prevalence of loss
mitigation options other than permanent
loan modifications, and the rate of loss
mitigation applications that servicers
would deny, the CFPB does not have
sufficient information to estimate the
additional number of required notices.
ICE Mortgage Technology reported that
roughly 8.8 million borrowers had
entered temporary forbearance between
when the CARES Act was passed in
Spring 2020 and the end of 2023.118
Although this was a period of
unprecedented high volumes of
forbearance plans, it serves as an upper
bound on the number of borrowers who
could benefit from the proposed
changes to required notices. It is
especially relevant given that proposal
would newly require more detailed
determination notices for forbearances.
The CFPB does not have data to
estimate the share of those borrowers
who would newly appeal a
determination successfully. Based on
data on loss mitigation applications and
appeals from five large servicers in 2015
analyzed for the CFPB’s 2019 Servicing
Rule Assessment, the rate of successful
appeals on loss mitigation applications
was 0.1 percent.119 This data offers a
rough estimate of the current rate of
successful appeals, although we
recognize uncertainty in this estimate
due to potential differences between the
servicers these data characterize and the
population of all servicers, as well as
other market changes in the last nine
years. The CFPB requests data and other
information that could help estimate the
extent to which the proposed provisions
would increase the number of
consumers who newly receive
determination notices and increase the
likelihood of appeals that successfully
result in a change to the loss mitigation
decision or terms.
In addition, the proposed rule
requires that the servicer inform the
borrower as to what loss mitigation
117 CFPB is proposing to expand appeal
provisions to loss mitigation offers as well as
denials, as discussed in part IV.D.
118 ICE, Mortgage Monitor report, at 26 (Feb.
2024), https://www.blackknightinc.com/wpcontent/uploads/2024/02/ICE_MM_FEB2024_
Report.pdf; see also ICE Mortgage Technology, First
Look at December 2023 Mortgage Data (Jan. 24,
2024), https://www.icemortgagetechnology.com/
resources/data-reports/first-look-at-december-2023mortgage-data.
119 Servicing Rule Assessment Report at 163.
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options are still or will remain available.
This would benefit borrowers by better
informing them about their available
loss mitigation options, if any, after an
initial loss mitigation determination.
This should reduce confusion for
borrowers and ensure they understand
all potential options available before
making a choice about accepting an
offer from the servicer. In the case of an
acceptance, it may prevent borrowers
from accepting an inferior option for
their needs. For borrowers that receive
a forbearance, this change should help
reduce confusion among borrowers
receiving forbearance offers that was
common with forbearance offers during
the COVID–19 pandemic.120 The CFPB
requests data and other information
about how many and the extent to
which borrowers would benefit from
these changes.
ii. Benefits and Costs to Covered
Persons
Requiring determination notices for
all loss mitigation determinations—not
only for denials of permanent loan
modifications relating to complete
applications—could increase costs to
servicers associated with preparing and
mailing a greater number of
determination notices, as well as
identifying and making available
borrower-provided and non-borrowerprovided inputs used in the
determination. However, the CFPB
anticipates that the costs of additional
determination notices for non-loan
modification options should be partially
offset by the proposed removal of the
required notice under existing
§ 1024.41(c)(2)(iii), which requires
servicers to provide borrowers with a
notice stating the terms of any
forbearance or repayment plan they are
offered.121 In other words, when the
servicer offers the borrower a
forbearance or repayment plan, the
provision will essentially require them
to send a notice with different content
requirements than under the existing
rule, but not increase the overall volume
of notices in such cases. The CFPB
expects servicers may incur one-time
costs to update their processes when
offering this type of loss mitigation
option.
The increased detail required in
determination notices may not
substantially affect costs per notice
given that servicers already have the
required information on inputs
120 See
CFPB June 2024 Report at 18–20.
that, notwithstanding the requirements of
1024.41(c)(2)(iii), in some cases investors may
require servicers to send other notices related to
forbearance and repayment plan offers. See, e.g.,
Fannie Mae Forbearance Plan Terms.
121 Note
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underlying their determinations, other
loss mitigation options available, and
forbearance terms and durations.
However, including this information
may increase questions and/or alleged
errors from borrowers, particularly if
numerical inputs are difficult to
understand or do not align with other
common usages of the same term (e.g.,
the servicer’s definition of income might
be different from the borrower’s
understanding of their income).
An estimate of the increased costs to
servicers would depend on the costs of
identifying the relevant borrowerprovided and non-borrower-provided
inputs, which may vary depending on
the complexity of the determination
process, the costs of developing and
maintaining a website through which
consumers can access the required
information, and the additional number
of required notices and the average cost
of providing and mailing each notice.
However, the CFPB understands that
most loss mitigation determinations are
relatively standardized due to servicers’
obligations to follow investor
requirements. Due to uncertainty about
trends in the incidence of borrower
distress, prevalence of loss mitigation
options other than permanent loan
modifications, and the rate of loss
mitigation applications that servicers
would deny, the CFPB does not have
sufficient information to estimate the
additional number of required notices.
However, as discussed above regarding
consumers’ benefits, recent
circumstances relating to COVID–19
related forbearances provide an example
of extenuating circumstances when loss
mitigation options other than permanent
loan modifications affect very large
numbers of borrowers.
5. Notice of Error and Appeals
Requirements
Amendments to § 1024.35(b) make
explicit that loss mitigation
determinations are subject to notice of
error provisions. As discussed in the
preamble to § 1024.35, the CFPB has
consistently viewed servicer errors
related to loss mitigation determinations
as errors subject to the notice of error
provisions. Amendments to § 1024.41(h)
also provide that that section’s right of
appeal applies for all loss mitigation
options, not just permanent loan
modifications. For example, some
forbearance options may not currently
be subject to appeal rights, and appeal
rights would be extended to them under
the proposal.
i. Benefits and Costs to Consumers
The main aim of explicitly listing loss
mitigation determinations as within the
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scope of the existing error resolution
provision would be to provide clarity to
both consumers and servicers that
notice of error requirements apply to
loss mitigation determinations. For
consumers, the main value of this
addition would be to increase servicer
accountability by increasing the
likelihood, timeliness, and quality of
servicers’ responses. For example, this
clarity may help ensure that a servicer
responds to a notice of error about a loss
mitigation determination from a
borrower by conducting a reasonable
investigation and correcting any error if
their investigation confirms one. This
may benefit the borrower if the
correction allows them to be offered an
appropriate loss mitigation option.
Borrowers also could save on legal costs
if they can resolve the issues through
error resolution instead of through
outside legal action. While the CFPB
does not have information to precisely
estimate the expected number of
borrowers this would affect, prior
analysis by the CFPB indicates that loss
mitigation is already a common reason
for formal error assertions.122 Beyond
this additional clarity, the CFPB
anticipates this provision will have
minimal impact on benefits and costs to
servicers and borrowers as it does not
change Regulation X’s requirements.
The main benefit to borrowers of
expanding the right to appeal in
§ 1024.41(h) such that it applies to all
loss mitigation options would be an
increased likelihood of successful loss
mitigation.123 If the borrower believes a
mistake was made and that the resulting
loss mitigation determination was
incorrect, they may appeal that outcome
and the appeal is required to be
reviewed by different personnel than
those responsible for the original
determination. If an appeal confirms
that the servicer incorrectly denied a
loss mitigation option, then the
borrower gains access to a new loss
mitigation opportunity through the
appeal. Thus, expanded appeal rights
may allow more borrowers to achieve
suitable loss mitigation arrangements.
ii. Benefits and Costs to Covered
Persons
Newly allowing borrowers to appeal
denials of loss mitigation options
beyond permanent loan modifications
122 Servicing Rule Assessment Report at 211.
Analysis of Servicer Operations Data from seven
large servicers on formal written error assertions
(both Qualified Written Requests asserting errors
and Notices of Error) for loans serviced in 2015
indicate that ‘‘loss mitigation’’ was the most
commonly reported reason for these assertions.
123 Note that the proposed changes do not change
the existing right to use the error resolution process
for loss mitigation.
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as well as newly allowing borrowers to
appeal loss mitigation offers under
proposed § 1024.41(h) may increase the
volume of appeals. Some servicers’ costs
may increase to cover any expenses
associated with responding to a higher
volume of appeals. The CFPB does not
have data to estimate the additional
volume of appeals requests resulting
from these changes nor to precisely
estimate the average cost to servicers of
responding to an additional appeal.
The proposed amendment to
§ 1024.35(b) also clarifies that the CFPB
has always interpreted that loss
mitigation determinations are and
continue to be covered by the notice of
error provision. Though § 1024.35(b) is
a provision that applies to small
servicers, the clarification the CFPB is
proposing to add to this provision is not
a change to the existing rule, so the
CFPB does not expect any changes in
the costs and benefits to covered
persons, including small servicers, from
this clarification.
6. Language Access Requirements
As discussed in part IV.D, the CFPB
is proposing requirements to provide
borrowers with limited English
proficiency greater language access to
mortgage servicing communications.
These include requirements to provide
select written and oral mortgage
servicing communications—including
the early intervention notice and loss
mitigation option determination
notices—in a borrower’s preferred
language in certain cases. For the
specified written communications, the
proposal requires an accurate Spanish
language translation of the
communication to be provided to all
borrowers with the English version. The
proposal also requires servicers to
provide, upon borrower request,
accurate translations of the specified
written communications to the borrower
in certain servicer-selected languages (as
detailed in part IV.D) and to include five
brief in-language statements in the
English version of the specified written
communications stating the availability
of translations and interpretation
services for those languages and
providing how the borrower can request
those translations or interpretation
services. For the specified oral
communications, the CFPB proposes
requiring servicers, upon borrower
request, to make available and establish
connection with interpretation services
before or within a reasonable time of
establishing connection with borrowers,
to the extent the borrower’s requested
language is one of the servicer-selected
languages. The proposal also would
require a servicer, under certain
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circumstances, to provide translations of
the specified written communications
and interpretations of the specified oral
communications in languages that were
used in marketing the mortgage product
to the borrower upon the borrower’s
request.
i. Benefits and Costs to Consumers
The main benefit to borrowers of
these proposed changes would be to
increase access to and understanding of
servicer communications, as well as
lowered costs to borrowers with limited
English proficiency to obtain that
access. For example, if borrowers with
limited English proficiency previously
used translation services through other
sources, receiving critical written
materials in their preferred language
from their servicer may save them time
and/or expense in obtaining translations
or interpretations. This increased access
and understanding may in turn increase
the likelihood the servicer is able to
complete early intervention with a
delinquent borrower and, if applicable,
the borrower is able to identify available
loss mitigation options and make a
request for loss mitigation assistance. If
borrowers with limited English
proficiency were previously unable to
obtain a translation or interpretation of
these materials, or were deterred from
doing so by cost, the complexity of the
task, or privacy concerns, the new
requirements could significantly
increase the likelihood that a borrower
may now have access to this
information, increasing the likelihood
the borrower completes a loss mitigation
application. For example, translated
materials may increase borrowers’
awareness of important deadlines or
necessary steps to obtain their preferred
loss mitigation options. Obtaining better
outcomes in this way may enable some
borrowers to avoid foreclosures they
would otherwise have experienced,
reducing costs associated with
foreclosure as discussed above in this
part. Further, access to reliable
translations and interpretation services
may enable some borrowers to avoid
harm where they would otherwise
obtain inaccurate or incomplete
translations or interpretations, including
harm caused by predatory practices.124
Better access and understanding of
servicer communications may allow
borrowers to obtain better loss
mitigation options for their situation.
124 For example, borrowers with limited English
proficiency may place trust in interpreters who
speak their preferred language without receiving
full information on the incentives and business
interests of their interpreter. See, e.g., Kleimann
2017 Report.
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As discussed in part IV.D, the
proposed requirements for establishing
specified oral communications may
reduce additional hold times some
borrowers with limited English
proficiency currently incur to establish
a connection to translation services
provided by the servicer during oral
communications or may result in
previously unavailable real-time
interpretations. In some cases, the
removal of these delays may increase
the likelihood that more borrowers with
limited English proficiency use existing
translation services and may impact the
efficacy of servicers’ early intervention
and loss mitigation efforts through oral
communication.
The proposed language access
changes may benefit a large subset of
borrowers. Roughly 30 million U.S.
households speak a language other than
English at home and nearly 5.5 million
households within that population have
limited English proficiency according to
estimates from the 2022 American
Community Survey. Borrowers from
those households might substantively
benefit from increased access to key
written and oral communications in a
language they understand very well,
although the CFPB does not have data
to precisely estimate the average benefit
of improved understanding to each
borrower. Spanish speakers represent
the second largest language group in the
United States after English speakers
and, thus, a large share of borrowers
with limited English proficiency would
benefit from the requirement to send
specified written servicing
communications in Spanish as well as
English.125 While the CFPB recognizes
that the number of households with
limited English proficiency responsive
to the 2022 American Community
Survey does not equate to the number
of borrowers with limited English
proficiency who have mortgages, let
alone mortgages in distress, the CFPB
has preliminarily concluded these
estimates are representative of the scale
of borrowers with limited English
proficiency that could be impacted by
the proposal.
Data from the ASMB 2020 Survey
supports this preliminary conclusion.
Responses to the ASMB 2020 Survey
indicate a similar share of respondents
experiencing financial distress who
125 The 2022 American Community Survey 1-Year
Estimates indicate that 16.9 million US households
(out of 130 million total) speak Spanish at home
and over 3.2 million of those are also Limited
English-speaking households. See U.S. Census
Bureau, Language Spoken at Home, https://
data.census.gov/table/
ACSST1Y2022.S1601?q=language%20at%20home
(last visited July 1, 2024); see also 2022 ACS Table.
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speak a language other than English at
home and speak English less than ‘‘very
well’’ to the analogous shares for the
total population reported in the 2022
American Community Survey 1-year
Estimates from the United States
Census. Specifically, 22 percent of
respondents experiencing financial
distress indicated that they speak a
language other than English at home
and 6 percent of borrowers indicated
that they speak another language at
home and speak English less than ‘‘very
well.’’ 126 Because this survey is
administered only in English and
Spanish, it does not address the
prevalence of borrowers with limited
English proficiency who speak
languages other than Spanish. Thus, we
expect that the ASMB 2020 Survey data
likely underestimates the full share of
borrowers with limited English
proficiency experiencing financial
distress.
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ii. Benefits and Costs to Covered
Persons
Requiring certain written mortgage
servicing communications in specified
languages other than English may
impose new or additional costs on
servicers. A requirement to send both
English- and Spanish-language
communications to all borrowers may
result in updates to software systems to
create the Spanish version of the
communications and may increase
mailing costs for communications sent
by mail if these require additional pages
of text. Smaller costs for software
system updates may apply for some
servicers when adding the in-language
translation availability statements to the
English version of the written
communications. Servicers may incur
similar software system update and
mailing costs to provide translations
upon borrower request in certain
servicer-selected languages, as detailed
in part IV.D. A requirement to provide
specified written communications in
languages other than English and
Spanish when the servicer has or should
have knowledge of in-language
marketing to the borrower before
126 See CFPB June 2024 Report at 8. ‘‘Distressed
borrower’’ respondents are defined as those who
agreed with the question ‘‘Did you have any
concerns or difficulties making your mortgage
payments at any time in 2020?’’ Respondents who
reported that they speak a language other than
English at home were asked ‘‘How well do you
speak English?’’ with possible responses of ‘‘very
well’’, ‘‘well’’, ‘‘not well’’, and ‘‘not at all.’’ For
comparison, the 2022 American Community Survey
1-Year Estimates indicate that 23 percent of U.S.
households speak a language other than English at
home and 4 percent of US households speak a
language other than English at home and are
considered ‘‘Limited English’’ speaking households.
See 2022 ACS Table.
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origination, and upon borrower request,
could increase costs by requiring
servicers to develop and maintain
systems for tracking languages used in
marketing and sending appropriate
written communications based on that
request. Servicers also may incur onetime costs to develop translations in
languages they currently do not offer
and may incur ongoing costs to
maintain these translations or to tailor
the translated templates they develop to
borrower circumstances. A requirement
that servicers comply with the
translation and interpretation service
requirements for languages used in
marketing before origination for the
borrower, if the servicer knows or
should have known of that marketing,
also could prompt servicers to develop
and maintain systems for tracking this
information when servicing rights are
obtained, at least in cases where the
servicer is not the originator of the loan.
The CFPB has heard from stakeholders
concern that requiring servicers that
know or should have known of
languages used in marketing to provide
translation and interpretation services,
as applicable, in those languages could
create incentives for firms that originate
loans to avoid marketing in languages
other than English to reduce anticipated
servicing costs.
The proposed requirement to ease
access to interpretation services over the
phone by connecting these services
before or within a reasonable time of
establishing connection with borrowers
with limited English proficiency may
require servicers to adapt processes and
could require additional staff or
additional staff time. Servicers who are
not already following this practice may
need to establish a process for
connecting stored information on
borrower language preference with their
process for oral communications. In
some cases, this may not impose
meaningful ongoing costs beyond those
described above for complying with the
changes to written notice requirements.
However, complying with this
requirement may require some servicers
to make interpretation services available
for more time overall in order to
establish connections with them before
or within a reasonable time of
establishing connection with borrowers
with limited English proficiency.
Servicers that currently do not offer or
only offer a limited number of languages
for interpretation may experience
additional costs for increasing the
languages available for interpreter
services to borrowers. Estimates of total
servicer costs to comply with these
language access requirements would
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60241
depend on the language access methods
currently offered by the servicer, the
volume of borrowers with limited
English proficiency, and the rate the
servicer pays staff or third-party services
for translations or interpretations.
The CFPB requests data and other
information that could help estimate the
benefits and costs of providing language
access services of the types we are
considering.
The CFPB expects that, if finalized as
proposed, the rule would impose
ongoing compliance costs on servicers.
The CFPB requests comments on
potential compliance costs of the
proposed rule.
E. Potential Specific Impacts of the
Proposed Rule on Insured Depository
Institutions and Credit Unions with $10
Billion or Less in Total Assets, As
Described in CFPA Section 1026
The CFPB believes that a large
majority of depository institutions and
credit unions with $10 billion or less in
total assets that are engaged in servicing
mortgage loans qualify as ‘‘small
servicers’’ for purposes of Regulation X
because they service 5,000 or fewer
loans, all of which they or an affiliate
own or originated. In the past, the CFPB
has estimated that more than 95 percent
of insured depositories and credit
unions with $10 billion or less in total
assets service 5,000 mortgage loans or
fewer.127 The CFPB believes that
servicers that service loans that they
neither own nor originated tend to
service more than 5,000 loans, given the
returns to scale in servicing technology.
Small servicers are exempt from the
new proposed requirements and
therefore would not be directly affected
by them.
The CFPB believes that the
consideration of benefits and costs of
covered persons presented above
generally describes the impacts of the
rule on the minority of depository
institutions and credit unions with $10
billion or less in total assets that service
more than 5,000 loans.
F. Potential Specific Impacts of the
Proposed Rule on Consumer Access to
Credit
Restrictions on servicers’ ability to
foreclose on mortgage loans could, in
theory, reduce mortgage lending
profitability and cause lenders to
increase interest rates or reduce access
to mortgage credit, particularly for loans
with a higher estimated risk of default.
The CFPB cannot rule out the
possibility that the rule will have the
effect of increasing mortgage interest
127 81
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rates or restricting access to credit for
some borrowers, particularly for
borrowers with lower credit scores
whom financial institutions may judge
to have a higher likelihood of default in
the first few months of the loan term.
The CFPB believes it is unlikely that the
rule would result in changes in
mortgage interest rates or access but
acknowledges these outcomes are
possible if costs to servicers increase
substantially as a result of the proposal.
G. Potential Specific Impacts of the
Proposed Rule on Consumers in Rural
Areas
Consumers in rural areas may
experience benefits from the rule that
are different in certain respects from the
benefits experienced by consumers in
general. Consumers in rural areas may
be more likely to obtain mortgages from
small local banks and credit unions that
either service the loans in portfolio or
sell the loans and retain the servicing
rights.128 These servicers may be small
servicers that are exempt from the rule.
The CFPB will further consider the
impact of the proposed rule on
consumers in rural areas. The CFPB
therefore asks interested parties to
provide data, research results, and other
factual information on the impact of the
proposed rule on consumers in rural
areas.
ddrumheller on DSK120RN23PROD with PROPOSALS2
128 See CFPB, Data Point: Servicer Size in the
Mortgage Market, at 18–19 (Nov. 2019), https://
files.consumerfinance.gov/f/documents/cfpb_2019servicer-size-mortgage-market_report.pdf (Servicer
Size Data Point) (estimating that, as of 2018, over
23 percent of mortgages serviced by small servicers
are in non-metro or completely rural counties,
compared to only 13 and 9 percent of mortgages at
mid-size and large servicers, respectively.)
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VII. Regulatory Flexibility Act Analysis
The Regulatory Flexibility Act (RFA)
generally requires an agency to conduct
an initial regulatory flexibility analysis
(IRFA) and a final regulatory flexibility
analysis (FRFA) of any rule subject to
notice-and-comment rulemaking
requirements, unless the agency certifies
that the rule will not have a significant
economic impact on a substantial
number of small entities.129 The CFPB
also is subject to certain additional
procedures under the RFA involving the
convening of a panel to consult with
small business representatives prior to
proposing a rule for which an IRFA is
required.130
A. Application of the Proposed Rule to
Small Entities
The analysis below evaluates the
potential economic impact of the
proposed rule on small entities as
defined by the RFA.131 The analysis
U.S.C. 601 et seq.
U.S.C. 609.
131 For purposes of assessing the impacts of the
proposed rule on small entities, ‘‘small entities’’ is
defined in the RFA to include small businesses,
small not-for-profit organizations, and small
government jurisdictions. 5 U.S.C. 601(6). A ‘‘small
business’’ is determined by application of Small
Business Administration regulations and reference
to the North American Industry Classification
System (‘‘NAICS’’) classifications and size
standards. 5 U.S.C. 601(3). A ‘‘small organization’’
is any ‘‘not-for-profit enterprise which is
independently owned and operated and is not
dominant in its field.’’ 5 U.S.C. 601(4). A ‘‘small
governmental jurisdiction’’ is the government of a
city, county, town, township, village, school
district, or special district with a population of less
than 50,000. 5 U.S.C. 601(5). See also Small Bus.
Admin., Table of small business size standards by
industry, https://www.sba.gov/document/support-table-size-standards (last visited July 1, 2024).
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130 5
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uses existing mortgage servicing final
rules as a baseline. The CFPB has
identified five categories of small
entities that may be subject to the
proposed rule for purposes of the RFA:
Commercial banks/savings
institutions 132 (NAICS 522110 and
522180), credit unions (NAICS 522130),
firms providing real estate credit
(NAICS 522292), firms engaged in other
activities related to credit
intermediation (NAICS 522390), and
small non-profit organizations.133
Commercial banks, savings institutions,
and credit unions are small businesses
if they have $850 million or less in
assets. Firms providing real estate credit
are small businesses if average annual
receipts do not exceed $47.0 million,
and firms engaged in other activities
related to credit intermediation are
small businesses if their average annual
receipts do not exceed $28.5 million. A
small non-profit organization is any notfor-profit enterprise which is
independently owned and operated and
is not dominant in its field.
The CFPB estimates that there are
approximately 7,990 depositories
(commercial banks, savings institutions,
and credit unions) that engage in
mortgage servicing and are therefore
subject to the Mortgage Servicing Rules.
Of these, the CFPB estimates that
approximately 6,370 depositories are
‘‘small entities’’ as defined in the RFA.
132 Savings institutions include thrifts, savings
banks, mutual banks, and similar institutions.
133 These categories reference the NAICS 2022
standard.
E:\FR\FM\24JYP2.SGM
24JYP2
Commercial banks
& savin s institutions
Credit unions
Real estate credit
522110, 4,570
522180
522130 4,644
522292 3 311 134
'
Other activities related
to credit
intermediation
(includes loan
serv1cm
522390
ddrumheller on DSK120RN23PROD with PROPOSALS2
For commercial banks, savings
institutions, and credit unions, the
number of entities and asset sizes were
obtained from December 2023 Call
Report data. Banks and savings
institutions are counted as engaging in
mortgage loan servicing if they hold
closed-end loans secured by one to four
family residential property or they are
servicing mortgage loans for others.
Credit unions are counted as engaging
in mortgage loan servicing if they have
closed-end one to four family mortgages
in portfolio, or hold real estate loans
that have been sold but remain serviced
by the institution.134 135 136 137
For firms providing real estate credit
and firms engaged in other activities
related to credit intermediation, the
total number of entities and small
134 U.S. Census Bureau, All Sectors: Summary
Statistics for the U.S., States, and Selected
Geographies 2017, https://data.census.gov/table/
ECNBASIC2017.EC1700BASIC?q=522292:%20Real
%20estate%20credit&y=2017 (last visited July 1,
2024).
135 U.S. Census Bureau, Selected Sectors: Sales,
Value of Shipments, of Revenue Size of Firms for
the U.S.: 2017, https://data.census.gov/table/
ECNSIZE2017.EC1700SIZE
REVFIRM?q=522292:%20Real
%20estate%20credit&y=2017 (last visited July 1
2024) Range reflects number of firms with annual
revenue less than $25 million to the number of
firms with annual revenue less than $100 million.
136 Estimate based on the share of DIs and nonDIs the CFPB estimated were engaged in servicing
in the 2013 Final Rule (78 FR 10696, 10864 (Feb.
14, 2013) extrapolated for non-DI growth in market
share over the next decade. See Fin. Stability
Oversight Council (FSOC), Report on Nonbank
Mortgage Servicing—2024, https://
home.treasury.gov/system/files/261/FSOC-2024Nonbank-Mortgage-Servicing-Report.pdf (last
visited July 1, 2024).
137 U.S. Census Bureau, Selected Sectors: Sales,
Value of Shipments, of Revenue Size of Firms for
the U.S.: 2017, https://data.census.gov/table/
ECNSIZE2017.EC1700SIZ
EREVFIRM?y=2017&n=522390 (last visited July 2,
2024).
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3 769 137
'
3,409
4,477
3,343
4,157
2,3722 608 135
3,513
1 637 136
'
3,027
1,305 8
*
*
*
'
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entities comes from the 2017 Economic
Census. For firms engaged in other
activities related to credit
intermediation, the number of entities
engaged in mortgage servicing also
comes from the 2017 Economic Census.
The CFPB has not been able to
separately estimate the number of these
entities and small entities that are
engaged in mortgage servicing.
However, with the 2013 Final Rule the
CFPB published analysis showing that
approximately 90 percent of the
estimated total entities engaged in
servicing were depository institutions
(DIs), while the remainder were nondepository institutions (non-DIs). The
market share of non-DIs has grown
considerably, with a report by the
Financial Stability Oversight Committee
(FSOC) showing that the share of
Agency loans serviced by non-DIs rose
from roughly 35 percent in 2014 to over
60 percent in 2023. Taking the
assumption that the relationship
between entity size and loans serviced
within servicer type has remained stable
over that period, this implies that the
non-DI share of servicer entities has
grown from roughly 10 percent to 17
percent over that decade. Using this
figure, the CFPB estimates that there are
currently approximately 1,637 non-DI
entities engaged in servicing and 1,320
non-DI small entities engaged in
servicing. The CFPB considers these the
best available approximations to the
current number of non-DI servicers, but
also recognizes that they are rough
estimates.138
Non-profits and small non-profits
engaged in mortgage servicing would be
included under real estate credit if their
primary activity is originating loans and
under other activities related to credit
intermediation if their primary activity
is servicing. The CFPB has not been able
to separately estimate the number of
non-profits and small non-profits
engaged in mortgage loan servicing.
The large majority of small entities
discussed above qualify as ‘‘small
servicers’’ for the purposes of the
Mortgage Servicing Rule, which
exempts servicers that service 5,000
mortgage loans or less, all of which the
servicer or an affiliate owns or
originated, from all the provisions
affected by the proposed rule.139 The
CFPB estimates that nearly all insured
depositories or credit unions that meet
the Small Business Administration
(SBA) asset threshold for a small entity
also qualify for the small servicer
exemption (over 99 percent or all but
61). The methodology for this estimate
is straightforward in the case of credit
unions. The credit union Call Report
presents the number of mortgages held
in credit union portfolios and the
amount of assets. This allows one to
readily determine which credit union
small servicers (as defined by the SBA
asset threshold) serviced 5,000 mortgage
loans or less.140 In contrast, the bank
and thrift Call Report does not present
the number of mortgages, only the
aggregate unpaid principal balance, and
the amount of assets. The CFPB
developed estimates of the average
138 As discussed below, the estimate of the
number of small entities potentially affected by the
rule is very small. As a result, even if the share of
non-DI’s engaged in servicing has grown
significantly, it is unlikely to affect the overall
conclusion.
139 See 12 CFR 1024.30(b)(1); 12 CFR
1026.41(e)(4).
140 We assume that mortgages held by banks and
credit unions are also serviced by them as the CFPB
does not have data on servicing rights institutions
sell off.
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unpaid principal balance at banks and
thrifts of different sizes and used this
with the information on aggregate
unpaid principal balance to derive loan
counts at each bank and thrift 141 to
determine which bank and thrift small
servicers (as defined by the SBA asset
threshold), together with affiliates,
serviced 5,000 mortgage loans or less.
It is not possible to observe in the data
whether the loans that servicers are
servicing for others were originated by
those servicers or their affiliates.
However, all insured depositories and
credit unions that meet both the SBA
asset threshold and the loan count
threshold likely qualify for the
exception. In principle, these entities
may not qualify for the exception
because they service loans that they did
not originate and do not own and that
their affiliates did not originate and do
not own; however, this situation is
extremely unlikely. First, most entities
servicing loans they did not originate
and do not own most likely view
servicing as a stand-alone line of
business. In this case they would most
likely choose to service substantially
more than 5,000 loans in order to obtain
a profitable return on their investment
in servicing.142 Taking this into account,
the CFPB determines that essentially all
insured depositories and credit unions
that meet the SBA threshold and the
loan count condition likely qualify for
the exception.
The CFPB does not have the data
necessary to precisely estimate the
number of small entity non-DIs that
would be covered by the exemption. To
obtain a rough estimate, the CFPB draws
on prior CFPB analysis in the preamble
to the 2013 Mortgage Servicing Final
Rule estimating that all but 4 percent of
non-depository servicers would service,
together with affiliates, 5,000 loans or
less. This estimate implies that 1,253
(all but 4 percent of 1,305, or 52) nonDI servicers would service 5,000 loans
or less. The CFPB determines this to be
the best available approximation to the
number of non-DI servicers that would
not qualify for the exemption, but also
recognizes that these figures are rough.
141 For banks and thrifts with under $10 billion
in assets, the CFPB calculated the average unpaid
principal balance of portfolio mortgages by state for
credit unions with less than $1 billion in assets and
applied the state specific figures to these banks and
thrifts. For banks and thrifts with over $10 billion
in assets, the CFPB applied the OCC’s mortgage
metrics estimate of $233,000.
142 86 FR 34848, 34898 (June 30, 2021). For
example, one industry participant estimated that
most servicers would need a portfolio of 175,000 to
200,000 loans to be profitable. Bonnie Sinnock,
Servicers Search for ‘Goldilocks’ Size for Max
Profits, Am. Banker (Sept. 10, 2015), https://
www.americanbanker.com/news/servicers-searchfor-goldilocks-size-for-max-profits.
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The CFPB estimates that out of 7,675
small entities engaged in servicing,
approximately 1 percent (or 113
entities) are not small servicers and
would therefore be affected by the rule.
While these estimates are somewhat
uncertain, the estimate that roughly 1
percent of small entities would be
affected implies that it is unlikely that
a substantial number of small entities
would be affected.
B. Certification
Accordingly, the undersigned certifies
that this proposal, if adopted, would not
have a significant economic impact on
a substantial number of small entities.
The CFPB requests comment on the
analysis above and requests any relevant
data.
VIII. Paperwork Reduction Act
Under the Paperwork Reduction Act
of 1995 (PRA),143 Federal agencies are
generally required to seek approval from
the Office of Management and Budget
(OMB) for data collection, disclosure,
and recordkeeping requirements
(collectively, information collection
requirements) prior to implementation.
Under the PRA, the Bureau may not
conduct or sponsor, and,
notwithstanding any other provision of
law, a person is not required to respond
to, an information collection unless the
information collection displays a valid
control number assigned by OMB. As
part of its continuing effort to reduce
paperwork and respondent burden, the
Bureau conducts a preclearance
consultation program to provide the
general public and Federal agencies
with an opportunity to comment on the
information collection requirements in
accordance with the PRA. This helps
ensure that the public understands the
Bureau’s requirements or instructions,
respondents can provide the requested
data in the desired format, reporting
burden (time and financial resources) is
minimized, information collection
instruments are clearly understood, and
the Bureau can properly assess the
impact of information collection
requirements on respondents.
This proposed rule would amend 12
CFR part 1024 (Regulation X). The
Bureau’s OMB control number for
Regulation X is 3170–0016 which
currently expires on December 31, 2026.
As described below, the proposed rule
would revise existing information
collections and create the following new
information collection requirements in
Regulation X:
• The proposed rule would require
that a servicer provide a delinquent
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U.S.C. 3501 et seq.
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borrower who is performing pursuant to
the terms of a forbearance agreement
with a written notice containing certain
information relating to loss mitigation
and the borrower’s forbearance when
the forbearance is nearing its scheduled
end.
• The proposed rule would require
that a servicer provide certain
additional information to delinquent
borrowers in early intervention notices,
such as the name of the investor on the
borrower’s loan, a brief description of
each type of loss mitigation option that
is generally available from that owner or
assignee, as well as a website and
telephone number where the borrower
can obtain information about all of the
loss mitigation options that may be
available from that investor.
• The proposed rule would require
that a servicer send loss mitigation
determination notices to borrowers
when a servicer offers a borrower a loss
mitigation option and when a servicer
denies the borrower for any loss
mitigation option. Currently, servicers
are required to send detailed
determination notices only for denials
of loan modifications. The proposed
rule would (a) require more detail in the
notices specifying the borrowerprovided inputs that served as the basis
for the determination, (b) provide
contact information that the borrower
can use to access a list of non-borrower
provided inputs, if any, used by the
servicer in making the loss mitigation
determination, (c) require certain
disclosures regarding loss mitigation
options that may remain available to the
borrower, and (d) require that the
servicer inform the borrower as to
whether an offer will still be available
if the borrower requests to be reviewed
for other loss mitigation options.
• The proposed rule would expand
the information that is currently
required to be disclosed when a servicer
denies a borrower for a loss mitigation
option due to missing documents and
information not in the borrower’s
control, to include, for example, a list of
loss mitigation options that are still
available to the borrower.
• The proposed rule would require
that certain written early intervention
and loss mitigation communications
contain statements making a borrower
aware of the availability of translation of
the notices into non-English languages,
that all such communications be made
available to borrowers in both English
and Spanish, and that servicers make
available additional translations and
oral interpretations under certain other
circumstances.
The collections of information
contained in this proposed rule, and
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identified as such, have been submitted
to OMB for review under section
3507(d) of the PRA. A complete
description of the information collection
requirements (including the burden
estimate methods) is provided in the
supporting statement accompanying the
information collection request (ICR) that
the Bureau has submitted to OMB under
the requirements of the PRA. Please
send your comments to the Office of
Information and Regulatory Affairs,
OMB, Attention: Desk Officer for the
Consumer Financial Protection Bureau.
Send these comments by email to oira_
submission@omb.eop.gov or by fax to
202–395–6974. If you wish to share your
comments with the Bureau, please send
a copy of these comments as described
in the ADDRESSES section above. The
ICR submitted to OMB requesting
approval under the PRA for the
information collection requirements
contained herein is available at
www.regulations.gov as well as on
OMB’s public-facing docket at
www.reginfo.gov.
Title of Collection: Regulation X: Real
Estate Settlement Procedure Act.
OMB Control Number: 3170–0016.
Type of Review: Revision of a
currently approved collection.
Affected Public: Private Sector.
Estimated Number of Respondents:
9,627.
Estimated Total Annual Burden
Hours: 1,155,284.
Comments are invited on: (a) Whether
the collection of information is
necessary for the proper performance of
the functions of the Bureau, including
whether the information will have
practical utility; (b) The accuracy of the
Bureau’s estimate of the burden of the
collection of information, including the
validity of the methods and the
assumptions used; (c) Ways to enhance
the quality, utility, and clarity of the
information to be collected; and (d)
Ways to minimize the burden of the
collection of information on
respondents, including through the use
of automated collection techniques or
other forms of information technology.
Comments submitted in response to this
notification will be summarized and/or
included in the request for OMB
approval. All comments will become a
matter of public record.
If applicable, the final rule will
inform the public of OMB’s approval of
the new information collection
requirements proposed herein and
adopted in the final rule. If OMB has not
approved the new information
collection requirements prior to
publication of the final rule in the
Federal Register, the Bureau will
publish a separate notification in the
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Federal Register announcing OMB’s
approval prior to the effective date of
the final rule.
IX. Request for Comments
The CFPB seeks comment on all
aspects of this proposed rule.
Additionally, the CFPB specifically
requests comments or information on
the following:
Are there ways in which the early
intervention and loss mitigation
provisions in Regulation X could be
further simplified or streamlined?
Are there different or additional
policy and procedure requirements that
might be needed in § 1024.38 in light of
the proposed changes?
What additional information or
clarification, if any, should the CFPB
consider for the continuity of contact
provisions in § 1024.40?
X. Severability
The CFPB preliminarily intends that,
if any provision of the final rule, or any
application of a provision, is stayed or
determined to be invalid, the remaining
provisions or applications are severable
and shall continue to be in effect.
List of Subjects in 12 CFR Part 1024
Banks, banking, Condominiums,
Consumer protection, Credit unions,
Housing, Mortgage insurance,
Mortgages, National banks, Reporting
and recordkeeping requirements,
Savings associations.
Authority and Issuance
For reasons set forth in the preamble,
the CFPB proposes to amend Regulation
X, 12 CFR part 1024, as set forth below:
PART 1024—REAL ESTATE
SETTLEMENT PROCEDURES ACT
(REGULATION X)
1. The authority citation for part 1024
continues to read as follows:
■
Authority: 12 U.S.C. 2603–2605, 2607,
2609, 2617, 5512, 5532, 5581.
Subpart C—Mortgage Servicing
2. Section 1024.31 is amended by
removing the definitions for COVID–19
related hardship and Loss mitigation
application, and adding, in alphabetical
order, definitions for Loss mitigation
review cycle and Request for loss
mitigation assistance to read as follows:
■
§ 1024.31
Definitions.
*
*
*
*
*
Loss mitigation review cycle means a
continuous period of time beginning
when the borrower makes a request for
loss mitigation assistance, provided the
request is made more than 37 days
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60245
before a foreclosure sale, and ending
when the loan is brought current or the
procedural safeguards in
§ 1024.41(f)(2)(i) or (ii) are met. A loss
mitigation review cycle continues while
a borrower is in a temporary or trial loss
mitigation period, such as a forbearance
or modification trial payment plan, and
the loan has not yet been brought
current.
*
*
*
*
*
Request for loss mitigation assistance
means any oral or written
communication, occurring through any
usual and customary channel for
mortgage servicing communications,
whereby a borrower asks a servicer for
mortgage relief. A request for loss
mitigation assistance should be
construed broadly and includes, but is
not limited to, any communication
whereby:
(1) A borrower expresses an interest
in pursuing a loss mitigation option;
(2) A borrower indicates that they
have experienced a hardship and asks
the servicer for assistance with making
payments, retaining their home, or
avoiding foreclosure; or
(3) In response to a servicer’s
unsolicited offer of a loss mitigation
option, a borrower expresses an interest
in pursuing either the loss mitigation
option offered or any other loss
mitigation option.
*
*
*
*
*
■ 3. Section 1024.35 is amended by
revising paragraphs (b)(9) through (11)
to read as follows:
§ 1024.35
Error resolution procedures.
*
*
*
*
*
(b) * * *
(9) Making the first notice or filing
required by applicable law for any
judicial or non-judicial foreclosure
process, or advancing the foreclosure
process, in violation of § 1024.41(f) or
(j).
(10) Moving for foreclosure judgment
or order of sale, or conducting a
foreclosure sale in violation of
§ 1024.41(f) or (j).
(11) Any other error relating to the
servicing of a borrower’s mortgage loan,
including failure to make an accurate
loss mitigation determination on a
borrower’s mortgage loan.
*
*
*
*
*
■ 4. Section 1024.38 is amended by
revising paragraph (b)(2) introductory
text, and paragraphs (b)(2)(iv) through
(vi), (b)(3)(iii), and (c)(1) to read as
follows:
§ 1024.38 General servicing policies,
procedures, and requirements.
*
*
*
(b) * * *
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(2) Properly evaluating requests for
loss mitigation assistance. The policies
and procedures required by paragraph
(a) of this section shall be reasonably
designed to ensure that the servicer can:
*
*
*
*
*
(iv) Identify documents and
information, if any, that a borrower is
required to submit for the servicer to
make a loss mitigation determination;
(v) Properly evaluate a borrower who
makes a request for loss mitigation
assistance for all loss mitigation options
for which the borrower may be eligible
pursuant to any requirements
established by the owner or assignee of
the borrower’s mortgage loan and,
where applicable, in accordance with
the requirements of § 1024.41; and
(vi) Promptly identify and obtain
documents or information not in the
borrower’s control that the servicer
requires to determine which loss
mitigation options, if any, to offer the
borrower.
(3) * * *
(iii) Facilitate the sharing of accurate
and current information regarding the
status of any evaluation of a borrower’s
request for loss mitigation assistance
and the status of any foreclosure
proceeding among appropriate servicer
personnel, including any personnel
assigned to a borrower’s mortgage loan
account as described in § 1024.40, and
appropriate service provider personnel,
including service provider personnel
responsible for handling foreclosure
proceedings.
*
*
*
*
*
(c) * * *
(1) Record retention. A servicer shall
retain records that document actions
taken with respect to a borrower’s
mortgage loan account, including
records evidencing compliance with
this part, until one year after the date a
mortgage loan is discharged or servicing
of a mortgage loan is transferred by the
servicer to a transferee servicer.
*
*
*
*
*
■ 5. Section 1024.39 is amended by
revising paragraphs (a), (b)(2)(ii) through
(iv), (b)(3), and (e) to read as follows:
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§ 1024.39 Early intervention requirements
for certain borrowers.
(a) Live contact. Except as otherwise
provided in this section, a servicer shall
establish or make good faith efforts to
establish live contact with a delinquent
borrower no later than the 36th day of
a borrower’s delinquency and again no
later than 36 days after each payment
due date so long as the borrower
remains delinquent. Promptly after
establishing live contact with a
borrower, the servicer shall inform the
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borrower about the availability of loss
mitigation options, if appropriate.
(b) * * *
(2) * * *
(ii) The telephone number to access
servicer personnel assigned pursuant to
§ 1024.40(a), the telephone number
where the borrower can obtain a list of
all loss mitigation options that may be
available from the owner or assignees of
the borrower’s loan, the servicer’s
mailing address, and a website to access
a list of all loss mitigation options that
may be available from the owner or
assignee of the borrower’s mortgage
loan;
(iii) The name of the owner or
assignee of the borrower’s mortgage
loan, and a statement providing a brief
description of each type of loss
mitigation option that is generally
available from the owner or assignee of
the borrower’s mortgage loan;
(iv) If applicable, a statement
informing the borrower how to make a
request for loss mitigation assistance;
and
(v) * * *
(3) Model clauses. Model clause MS–
4(C), in appendix MS–4 to this part may
be used to comply with the
requirements of this paragraph (b).
*
*
*
*
*
(e) Borrowers in a forbearance—(1)
Partial exemption. While a borrower is
performing pursuant to the terms of a
forbearance, a servicer is exempt from
the requirements of paragraphs (a) and
(b) of this section as to that mortgage
loan.
(2) Contact and notice requirements
for forbearances nearing their scheduled
end. If a delinquent borrower is
performing pursuant to the terms of a
forbearance, the servicer shall, at least
30 days, but no more than 45 days,
before the scheduled end of the
forbearance:
(i) Establish or make good faith efforts
to establish live contact with the
borrower. During such live contact, the
servicer shall inform the borrower of the
following information:
(A) The date the borrower’s current
forbearance is scheduled to end; and
(B) The availability of loss mitigation
options, if appropriate, as set forth in
paragraph (a) of this section.
(ii) Shall send the borrower a written
notice with the following information:
(A) The date the borrower’s current
forbearance is scheduled to end; and
(B) The content of the written notice
as set forth in paragraphs (b)(2)(i)–(v) of
this section.
(3) Resuming compliance with early
intervention requirements. When a
forbearance ends for any reason,
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including, but not limited to, the
borrower’s successful completion of the
forbearance or the borrower’s
nonperformance under the terms of the
forbearance, a servicer that was exempt
from paragraphs (a) and (b) of this
section pursuant to paragraph (e)(1) of
this section must resume compliance
with paragraphs (a) and (b) of this
section after the next payment due date
following the forbearance end date. For
purposes of providing written notice
under paragraph (b) after resuming
compliance, the 180-day period
referenced in paragraph (b) begins with
the date the servicer provided the last
written notice to the borrower under
either paragraphs (b) or (e)(2)(ii),
whichever is later.
■ 6. Section 1024.40 is amended by
revising paragraphs (b)(1)(ii) through
(iv), and (b)(2)(ii) to read as follows:
§ 1024.40
Continuity of contact.
*
*
*
*
*
(b) * * *
(1) * * *
(ii) Any actions the borrower must
take to be evaluated for such loss
mitigation options, and whether the
borrower has the right to appeal the loss
mitigation determination as well as the
amount of time the borrower has to file
such an appeal and any requirements
for making an appeal, as provided for in
paragraph (h) of this section;
(iii) The status of the servicer’s review
of any request for loss mitigation
assistance from the borrower to the
servicer;
(iv) The circumstances under which
the servicer may make a referral to
foreclosure or advance the foreclosure
process; and
*
*
*
*
*
(2) * * *
(ii) All written information the
borrower has provided to the servicer,
and if applicable, to prior servicers, in
connection with a request for loss
mitigation assistance;
*
*
*
*
*
■ 7. Revise § 1024.41 to read as follows:
§ 1024.41
Loss mitigation procedures.
(a) Enforcement and limitations. A
borrower may enforce the provisions of
this section pursuant to section 6(f) of
RESPA (12 U.S.C. 2605(f)). Nothing in
§ 1024.41 imposes a duty on a servicer
to provide any borrower with any
specific loss mitigation option. Nothing
in § 1024.41 should be construed to
create a right for a borrower to enforce
the terms of any agreement between a
servicer and the owner or assignee of a
mortgage loan, including with respect to
the evaluation for, or offer of, any loss
mitigation option or to eliminate any
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such right that may exist pursuant to
applicable law.
(b) [RESERVED]
(c) Loss mitigation determination
notices—(1) General notice and content
requirements. Except as provided in
paragraphs (c)(2) and (3) of this section,
if a servicer receives a request for loss
mitigation assistance more than 37 days
before a foreclosure sale and makes a
determination to offer or deny any loss
mitigation assistance, the servicer shall
promptly provide the borrower with a
notice in writing stating that
determination. The servicer shall
include in this notice:
(i) The amount of time the borrower
has to accept or reject an offer of a loss
mitigation option as provided for in
paragraph (e) of this section, if
applicable;
(ii) A notification, if applicable, that
the borrower has the right to appeal the
loss mitigation determination as well as
the amount of time the borrower has to
file such an appeal and any
requirements for making an appeal, as
provided for in paragraph (h) of this
section.
(iii) The specific reason or reasons for
the servicer’s determination to offer or
deny each such loss mitigation option;
(iv) The key borrower-provided
inputs, if any, that served as the basis
for the determination;
(v) A telephone number, mailing
address, and website, where the
borrower can access a list of the nonborrower provided inputs, if any, used
by the servicer in making the loss
mitigation determination;
(vi) A list of all other loss mitigation
options that may remain available to the
borrower, if any, including a clear
statement describing the next steps the
borrower must take to be reviewed for
those loss mitigation options or, if
applicable, a statement that the servicer
has reviewed the borrower for all
available loss mitigation options and
none remain;
(vii) A list of any loss mitigation
options that the servicer previously
offered to the borrower that remain
available but that the borrower did not
accept;
(viii) A telephone number where the
borrower can obtain a list of all loss
mitigation options that may be available
from the owner or assignee of the
borrower’s loan, pursuant to
§ 1024.39(b)(2)(ii), and a website to
access a list of all loss mitigation
options that may be available from the
owner or assignee of the borrower’s
mortgage loan, pursuant to
§ 1024.39(b)(2)(ii);
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(ix) The name of the owner or
assignee of the borrower’s mortgage
loan;
(x) If there is a loss mitigation offer,
a statement informing the borrower
whether the offered option will still be
available if the borrower requests to be
reviewed for other loss mitigation
options prior to accepting or rejecting
the offer; and
(xi) If there is a loss mitigation offer
of a forbearance, a statement informing
the borrower of the specific payment
terms and duration of the forbearance.
(2) Denial due to missing documents
or information not in the borrower’s
control—(i) If a servicer receives a
request for loss mitigation assistance
more than 37 days before a foreclosure
sale, except as provided in paragraph
(c)(2)(ii) of this section, a servicer must
not deny a request for loss mitigation
assistance solely because the servicer
lacks required documents or
information not in the borrower’s
control.
(ii) If the servicer has regularly taken
steps to obtain required documents or
information from a party other than the
borrower or the servicer, but the servicer
has been unable to obtain such
documents or information for at least 90
days and the servicer, in accordance
with applicable requirements
established by the owner or assignee of
the borrower’s mortgage loan, is unable
to determine which loss mitigation
options, if any, it will offer the borrower
without such documents or information,
the servicer may deny the request for
loss mitigation assistance and provide
the borrower with a written notice in
accordance with § 1024.41(c)(2)(iii).
(iii) The servicer shall provide the
borrower a written notice, informing the
borrower:
(1) That the servicer has not received
documents or information not in the
borrower’s control that the servicer
requires to determine which loss
mitigation options, if any, it will offer to
the borrower on behalf of the owner or
assignee of the mortgage;
(2) Of the specific documents or
information that the servicer lacks;
(3) That the servicer has requested
such documents or information; and
(4) That, if the servicer receives the
documents or information within 14
days of providing the written notice to
the borrower, the servicer will complete
its evaluation of the borrower for all
available loss mitigation options
promptly upon receiving the documents
or information.
(5) Of the information required by
paragraphs (c)(1)(vi) through (xi) of this
section.
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(3) Unsolicited loss mitigation offers.
If a servicer makes an unsolicited offer
of a loss mitigation option to a borrower
based solely on information in the
servicer’s possession, the servicer shall
provide the borrower with a notice in
writing stating that determination. The
servicer shall include in this notice:
(i) The amount of time the borrower
has to accept or reject an offer of a loss
mitigation program as provided for in
paragraph (e) of this section; and
(ii) The information required by
paragraphs (c)(1)(vi) and (ix).
(d) [RESERVED]
(e) Borrower response—(1) In general.
Subject to paragraphs (e)(2)(ii) and (iii)
of this section, if a request for loss
mitigation assistance is received 90 days
or more before a foreclosure sale, a
servicer may require that a borrower
accept or reject an offer of a loss
mitigation option no earlier than 14
days after the servicer provides the offer
of a loss mitigation option to the
borrower. If a request for loss mitigation
assistance is received less than 90 days
before a foreclosure sale, but more than
37 days before a foreclosure sale, a
servicer may require that a borrower
accept or reject an offer of a loss
mitigation option no earlier than 7 days
after the servicer provides the offer of a
loss mitigation option to the borrower.
(2) Rejection—(i) In general. Except as
set forth in paragraphs (e)(2)(ii) and (iii)
of this section, a servicer may deem a
borrower that has not accepted an offer
of a loss mitigation option within the
deadline established pursuant to
paragraph (e)(1) of this section to have
rejected the offer of a loss mitigation
option.
(ii) Trial Loan Modification Plan. A
borrower who does not satisfy the
servicer’s requirements for accepting a
trial loan modification plan, but submits
the payments that would be owed
pursuant to any such plan within the
deadline established pursuant to
paragraph (e)(1) of this section, shall be
provided a reasonable period of time to
fulfill any remaining requirements of
the servicer for acceptance of the trial
loan modification plan beyond the
deadline established pursuant to
paragraph (e)(1) of this section.
(iii) Interaction with appeal process. If
a borrower makes an appeal pursuant to
paragraph (h) of this section, the
borrower’s deadline for accepting a loss
mitigation option offered pursuant to
paragraph (c)(1) or (3) of this section
shall be extended until 14 days after the
servicer provides the notice required
pursuant to paragraph (h)(4) of this
section.
(f) Prohibition on foreclosure
referral—(1) Pre-foreclosure review
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period. A servicer shall not make the
first notice or filing required by
applicable law for any judicial or nonjudicial foreclosure process unless:
(i) A borrower’s mortgage loan
obligation is more than 120 days
delinquent;
(ii) The foreclosure is based on a
borrower’s violation of a due-on-sale
clause; or
(iii) The servicer is joining the
foreclosure action of a superior or
subordinate lienholder.
(2) Foreclosure process procedural
safeguards during a loss mitigation
review cycle. A loss mitigation review
cycle begins when a borrower makes a
request for loss mitigation assistance
more than 37 days before a foreclosure
sale. Once a loss mitigation review cycle
begins, the servicer must ensure that
one of the following procedural
safeguards is met before making the first
notice or filing required by applicable
law for any judicial or non-judicial
foreclosure process, or if applicable,
before advancing the foreclosure
process:
(i) No remaining loss mitigation
options. The servicer has reviewed the
borrower for loss mitigation and no
available loss mitigation options remain,
the servicer has sent the borrower all
notices required by paragraph (c) of this
section, if applicable, and the borrower
has not requested any appeal within the
applicable time period or, if applicable,
all of the borrower’s appeals have been
denied; or
(ii) Unresponsive borrower. The
servicer has regularly taken steps to
identify and obtain any information and
documents necessary from the borrower
to determine which loss mitigation
options, if any, it will offer to the
borrower, and, if the servicer has made
a loss mitigation determination, has
regularly taken steps to reach the
borrower regarding that determination,
but the borrower has not communicated
with the servicer for at least 90 days.
(3) Fee protections. During a loss
mitigation review cycle, no fees beyond
the amounts scheduled or calculated as
if the borrower made all contractual
payments on time and in full under the
terms of the mortgage contract shall
accrue on the borrower’s account.
(g) [RESERVED]
(h) Appeal process—(1) Appeal
process required for loss mitigation
determinations. A servicer shall permit
a borrower to appeal the servicer’s
determination regarding any loss
mitigation option available to the
borrower.
(2) Deadlines. A servicer shall permit
a borrower to make an appeal within 14
days after the servicer provides a loss
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mitigation determination to the
borrower pursuant to paragraph (c) of
this section. An appeal that meets the
procedural requirements of section
1024.35 and is submitted within 14 days
after the servicer provides a loss
mitigation determination to the
borrower pursuant to paragraph (c) of
this section shall be treated as both an
appeal and an error assertion for
purposes of paragraph (h) of this
section.
(3) Independent evaluation. An
appeal shall be reviewed by different
personnel than those responsible for
making the loss mitigation
determination that is the subject of the
appeal.
(4) Appeal determination. Within 30
days of a borrower making an appeal,
the servicer shall provide a notice to the
borrower stating the servicer’s
determination of whether the servicer
will offer the borrower a loss mitigation
option based upon the appeal and, if
applicable, how long the borrower has
to accept or reject such an offer or a
prior offer of a loss mitigation option. If
a borrower has asserted an error under
§ 1024.35(b)(11) that meets the
procedural requirements of § 1024.35
and is submitted within 14 days after
the servicer provides a loss mitigation
determination to the borrower pursuant
to paragraph (c) of this section, a
servicer may not make this appeal
determination until it has either
corrected the error or conducted a
reasonable investigation and determined
that no error occurred, as required in
§ 1024.35. A servicer may require that a
borrower accept or reject an offer of a
loss mitigation option after an appeal no
earlier than 14 days after the servicer
provides the notice to a borrower. A
servicer’s determination under this
paragraph is not subject to any further
appeal.
(i) Duplicative requests. A servicer
must comply with the requirements of
this section for a borrower’s request for
loss mitigation assistance during the
same loss mitigation review cycle,
unless the procedural safeguards in
paragraph (f)(2)(i) and (ii) have been
met.
(j) Small servicer requirements. A
small servicer shall be subject to the
prohibition on foreclosure referral in
paragraph (f)(1) of this section. A small
servicer shall not make the first notice
or filing required by applicable law for
any judicial or non-judicial foreclosure
process and shall not move for
foreclosure judgment or order of sale, or
conduct a foreclosure sale, if a borrower
is performing pursuant to the terms of
an agreement on a loss mitigation
option.
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(k) Servicing transfers—(1) In
general—(i) Timing of compliance.
Except as provided in paragraphs (k)(3)
and (4) of this section, if a transferee
servicer acquires the servicing of a
mortgage loan for which a request for
loss mitigation assistance is pending as
of the transfer date, the transferee
servicer must comply with the
requirements of this section for that
request within the timeframes that were
applicable to the transferor servicer
based on the date the transferor servicer
received the request for loss mitigation
assistance. All rights and protections
under this section to which a borrower
was entitled before a transfer continue
to apply notwithstanding the transfer.
(ii) Transfer date defined. For
purposes of this paragraph (k), the
transfer date is the date on which the
transferee servicer will begin accepting
payments relating to the mortgage loan,
as disclosed on the notice of transfer of
loan servicing pursuant to
§ 1024.33(b)(4)(iv).
(2) [RESERVED]
(3) Requests for loss mitigation
assistance pending at transfer. If a
transferee servicer acquires the servicing
of a mortgage loan for which a request
for loss mitigation assistance is pending
as of the transfer date, the transferee
servicer must comply with the
applicable requirements of this section,
including the procedural safeguards
referenced in paragraph (f)(2).
(4) Determinations subject to appeal
process. If a transferee servicer acquires
the servicing of a mortgage loan for
which an appeal of a transferor
servicer’s determination pursuant to
paragraph (h) of this section has not
been resolved by the transferor servicer
as of the transfer date or is timely filed
after the transfer date, the transferee
servicer must make a determination on
the appeal if it is able to do so or, if it
is unable to do so, must treat the appeal
as a pending request for loss mitigation
assistance.
(i) Determining appeal. If a transferee
servicer is required under this
paragraph (k)(4) to make a
determination on an appeal, the
transferee servicer must complete the
determination and provide the notice
required by paragraph (h)(4) of this
section within 30 days of the transfer
date or 30 days of the date the borrower
made the appeal, whichever is later.
(ii) Servicer unable to determine
appeal. A transferee servicer that is
required to treat a borrower’s appeal as
a pending request for loss mitigation
assistance under this paragraph (k)(4)
must comply with the requirements of
this section for such request.
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(5) Pending loss mitigation offers. A
transfer does not affect a borrower’s
ability to accept or reject a loss
mitigation option offered under this
section. If a transferee servicer acquires
the servicing of a mortgage loan for
which the borrower’s time period under
paragraph (e) or (h) of this section for
accepting or rejecting a loss mitigation
option offered by the transferor servicer
has not expired as of the transfer date,
the transferee servicer must allow the
borrower to accept or reject the offer
during the unexpired balance of the
applicable time period.
Appendix MS–4 to Part 1024
[Amended]
8. In Appendix MS–4 to Part 1024,
remove and reserve MS–4(A) and MS–
4(B).
■ 9. In Supplement I to part 1024:
■ a. Revise § 1024.31—Definitions;
■ b. Under Section 1024.38—General
servicing policies, procedures, and
requirements:
■ i. Revise Paragraph 38(b)(1)(iv) and
Paragraph 38(b)(1)(vi);
■ ii. Revise the paragraph heading of
38(b)(2) Properly evaluating loss
mitigation applications;
■ iii. Revise Paragraph 38(b)(2)(v),
Paragraph 38(b)(3)(iii), 38(b)(5)
Informing borrowers of written error
resolution and information request
procedures, and 38(c)(1)Record
retention.
■ c. Under § 1024.39—Early
intervention requirements for certain
borrowers:
■ i. Revise 39(a) Live Contact,
Paragraph 39(b)(2)(iii), and Paragraph
39(b)(2)(iv).
■ d. Revise § 1024.41—Loss mitigation
procedures.
■ e. Under Appendix MS to Part 1024—
Mortgage Servicing Model Forms and
Clauses:
■ i. Revise Appendix MS–4—Model
Clauses for the Written Early
Intervention Notice.
The revisions read as follows:
■
Supplement I to Part 1024—Official
Bureau Interpretations
*
*
*
*
*
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1024.31—Definitions
Delinquency
1. Length of delinquency. A borrower’s
delinquency begins on the date an amount
sufficient to cover a periodic payment of
principal, interest, and, if applicable, escrow
becomes due and unpaid, and lasts until
such time as no periodic payment is due and
unpaid, even if the borrower is afforded a
period after the due date to pay before the
servicer assesses a late fee.
2. Application of funds. If a servicer
applies payments to the oldest outstanding
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periodic payment, a payment by a delinquent
borrower advances the date the borrower’s
delinquency began. For example, assume a
borrower’s mortgage loan obligation provides
that a periodic payment sufficient to cover
principal, interest, and escrow is due on the
first of each month. The borrower fails to
make a payment on January 1 or on any day
in January, and on January 31 the borrower
is 30 days delinquent. On February 3, the
borrower makes a periodic payment. The
servicer applies the payment it received on
February 3 to the outstanding January
payment. On February 4, the borrower is
three days delinquent.
3. Payment tolerance. For any given billing
cycle for which a borrower’s payment is less
than the periodic payment due, if a servicer
chooses not to treat a borrower as delinquent
for purposes of any section of this subpart,
that borrower is not delinquent as defined in
§ 1024.31.
4. Creditor’s contract rights. This subpart
does not prevent a creditor from exercising
a right provided by a mortgage loan contract
to accelerate payment for a breach of that
contract. Failure to pay the amount due after
the creditor accelerates the mortgage loan
obligation in accordance with the mortgage
loan contract would begin or continue
delinquency.
Loss Mitigation Option
1. Types of loss mitigation options. Loss
mitigation options include temporary and
long-term relief, including options that allow
borrowers who are behind on their mortgage
payments to remain in their homes or to
leave their homes without a foreclosure, such
as, without limitation, refinancing, trial or
permanent modification, repayment of the
amount owed over an extended period of
time, forbearance of future payments, shortsale, deed-in-lieu of foreclosure, and loss
mitigation programs sponsored by a locality,
a State, or the Federal government.
2. Available through the servicer. A loss
mitigation option available through the
servicer refers to an option for which a
borrower may request to be evaluated, even
if the borrower ultimately does not qualify
for such option.
Request for Loss Mitigation Assistance
1. Borrower’s representative. A request for
loss mitigation assistance is deemed to be
submitted by a borrower if the request is
submitted by an agent of the borrower.
Servicers may undertake reasonable
procedures to determine if a person that
claims to be an agent of a borrower has
authority from the borrower to act on the
borrower’s behalf.
Qualified Written Request
1. A qualified written request is a written
notice a borrower provides to request a
servicer either correct an error relating to the
servicing of a mortgage loan or to request
information relating to the servicing of the
mortgage loan. A qualified written request is
not required to include both types of
requests. For example, a qualified written
request may request information relating to
the servicing of a mortgage loan but not assert
that an error relating to the servicing of a loan
has occurred.
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2. A qualified written request is just one
form that a written notice of error or
information request may take. Thus, the error
resolution and information request
requirements in §§ 1024.35 and 1024.36
apply as set forth in those sections
irrespective of whether the servicer receives
a qualified written request.
Service Provider
1. Service providers may include attorneys
retained to represent a servicer or an owner
or assignee of a mortgage loan in a
foreclosure proceeding, as well as other
professionals retained to provide appraisals
or inspections of properties.
Successor in Interest
1. Joint tenants and tenants by the entirety.
If a borrower who has an ownership interest
as a joint tenant or tenant by the entirety in
a property securing a mortgage loan subject
to this subpart dies, a surviving joint tenant
or tenant by the entirety with a right of
survivorship in the property is a successor in
interest as defined in § 1024.31.
2. Beneficiaries of inter vivos trusts. In the
event of a transfer into an inter vivos trust in
which the borrower is and remains a
beneficiary and which does not relate to a
transfer of rights of occupancy in the
property, the beneficiaries of the inter vivos
trust rather than the inter vivos trust itself are
considered to be the successors in interest for
purposes of § 1024.31. For example, assume
Borrower A transfers her home into such an
inter vivos trust for the benefit of her spouse
and herself. As of the transfer date, Borrower
A and her spouse would be considered
successors in interest and, upon
confirmation, would be borrowers for
purposes of certain provisions of Regulation
X. If the lender has not released Borrower A
from the loan obligation, Borrower A would
also remain a borrower more generally for
purposes of Regulation X.
*
*
*
*
*
Section 1024.38—General Servicing
Policies, Procedures, and Requirements.
*
*
*
*
*
Paragraph 38(b)(1)(iv)
1. Accurate and current information for
owners or assignees of mortgage loans
relating to loss mitigation. The relevant
current information to owners or assignees of
mortgage loans includes, among other things,
information about a servicer’s evaluation of
borrowers for loss mitigation options and a
servicer’s agreements with borrowers on loss
mitigation options, including loan
modifications. Such information includes, for
example, information regarding the date,
terms, and features of loss mitigation options,
the components of any capitalized arrears,
the amount of any servicer advances, and any
assumptions regarding the value of a
property used in evaluating any loss
mitigation options.
Paragraph 38(b)(1)(vi)
1. Identification of potential successors in
interest. A servicer may be notified of the
existence of a potential successor in interest
in a variety of ways. For example, a person
could indicate that there has been a transfer
of ownership or of an ownership interest in
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the property or that a borrower has been
divorced, legally separated, or died, or a
person other than a borrower could make a
request for loss mitigation assistance. A
servicer must maintain policies and
procedures reasonably designed to ensure
that the servicer can retain this information
and promptly facilitate communication with
potential successors in interest when a
servicer is notified of their existence. A
servicer is not required to conduct a search
for potential successors in interest if the
servicer has not received actual notice of
their existence.
2. Documents reasonably required. The
documents a servicer requires to confirm a
potential successor in interest’s identity and
ownership interest in the property must be
reasonable in light of the laws of the relevant
jurisdiction, the specific situation of the
potential successor in interest, and the
documents already in the servicer’s
possession. The required documents may,
where appropriate, include, for example, a
death certificate, an executed will, or a court
order. The required documents may also
include documents that the servicer
reasonably believes are necessary to prevent
fraud or other criminal activity (for example,
if a servicer has reason to believe that
documents presented are forged).
3. Examples of reasonable requirements.
Because the relevant law governing each
situation may vary from State to State, the
following examples are illustrative only. The
examples illustrate what documents it would
generally be reasonable for a servicer to
require to confirm a potential successor in
interest’s identity and ownership interest in
the property under the specific
circumstances described.
i. Tenancy by the entirety or joint tenancy.
Assume that a servicer knows that the
potential successor in interest and the
transferor borrower owned the property as
tenants by the entirety or joint tenants and
that the transferor borrower has died.
Assume further that, upon the death of the
transferor borrower, the applicable law of the
relevant jurisdiction does not require a
probate proceeding to establish that the
potential successor in interest has sole
interest in the property but requires only that
there be a prior recorded deed listing both
the potential successor in interest and the
transferor borrower as tenants by the entirety
(e.g., married grantees) or joint tenants.
Under these circumstances, it would be
reasonable for the servicer to require the
potential successor in interest to provide
documentation of the recorded instrument, if
the servicer does not already have it, and the
death certificate of the transferor borrower.
Because in this situation a probate
proceeding is not required under the
applicable law of the relevant jurisdiction, it
generally would not be reasonable for the
servicer to require documentation of a
probate proceeding.
ii. Affidavits of heirship. Assume that a
potential successor in interest indicates that
an ownership interest in the property
transferred to the potential successor in
interest upon the death of the transferor
borrower through intestate succession and
offers an affidavit of heirship as
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confirmation. Assume further that, upon the
death of the transferor borrower, the
applicable law of the relevant jurisdiction
does not require a probate proceeding to
establish that the potential successor in
interest has an interest in the property but
requires only an appropriate affidavit of
heirship. Under these circumstances, it
would be reasonable for the servicer to
require the potential successor in interest to
provide the affidavit of heirship and the
death certificate of the transferor borrower.
Because a probate proceeding is not required
under the applicable law of the relevant
jurisdiction to recognize the transfer of title,
it generally would not be reasonable for the
servicer to require documentation of a
probate proceeding.
iii. Divorce or legal separation. Assume
that a potential successor in interest indicates
that an ownership interest in the property
transferred to the potential successor in
interest from a spouse who is a borrower as
a result of a property agreement incident to
a divorce proceeding. Assume further that
the applicable law of the relevant jurisdiction
does not require a deed conveying the
interest in the property but accepts a final
divorce decree and accompanying separation
agreement executed by both spouses to
evidence transfer of title. Under these
circumstances, it would be reasonable for the
servicer to require the potential successor in
interest to provide documentation of the final
divorce decree and an executed separation
agreement. Because the applicable law of the
relevant jurisdiction does not require a deed,
it generally would not be reasonable for the
servicer to require a deed.
iv. Living spouses or parents. Assume that
a potential successor in interest indicates that
an ownership interest in the property
transferred to the potential successor in
interest from a living spouse or parent who
is a borrower by quitclaim deed or act of
donation. Under these circumstances, it
would be reasonable for the servicer to
require the potential successor in interest to
provide the quitclaim deed or act of
donation. It generally would not be
reasonable, however, for the servicer to
require additional documents.
4. Additional documentation required for
confirmation determination. Section
1024.38(b)(1)(vi)(C) requires a servicer to
maintain policies and procedures reasonably
designed to ensure that, upon receipt of the
documents identified by the servicer, the
servicer promptly notifies a potential
successor in interest that, as applicable, the
servicer has confirmed the potential
successor in interest’s status, has determined
that additional documents are required, or
has determined that the potential successor
in interest is not a successor in interest. If a
servicer reasonably determines that it cannot
make a determination of the potential
successor in interest’s status based on the
documentation provided, it must specify
what additional documentation is required.
For example, if there is pending litigation
involving the potential successor in interest
and other claimants regarding who has title
to the property at issue, a servicer may
specify that documentation of a court
determination or other resolution of the
litigation is required.
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5. Prompt confirmation and loss
mitigation. A servicer’s policies and
procedures must be reasonably designed to
ensure that the servicer can promptly notify
the potential successor in interest that the
servicer has confirmed the potential
successor in interest’s status. Notification is
not prompt for purposes of this requirement
if it unreasonably interferes with a successor
in interest’s ability to make a request loss
mitigation assistance.
8(b)(2) Properly Evaluating Requests for Loss
Mitigation Assistance.
*
*
*
*
*
Paragraph 38(b)(2)(v)
1. Owner or assignee requirements. A
servicer must have policies and procedures
reasonably designed to evaluate a borrower
for a loss mitigation option consistent with
any owner or assignee requirements, even
where the requirements of § 1024.41 may be
inapplicable. For example, an owner or
assignee may require that a servicer
implement certain procedures to review a
borrower who makes a request for loss
mitigation assistance less than 37 days before
a foreclosure sale. Further, an owner or
assignee may require that a servicer
implement certain procedures to re-evaluate
a borrower who has demonstrated a material
change in the borrower’s financial
circumstances for a loss mitigation option
after the servicer’s initial evaluation. A
servicer must have policies and procedures
reasonably designed to implement these
requirements even if such loss mitigation
evaluations may not be required pursuant to
§ 1024.41.
38(b)(3) Facilitating Oversight of, and
Compliance by, Service Providers.
Paragraph 38(b)(3)(iii)
1. Sharing information with service
provider personnel handling foreclosure
proceedings. A servicer’s policies and
procedures must be reasonably designed to
ensure that servicer personnel promptly
inform service provider personnel handling
foreclosure proceedings that the servicer has
received a request for loss mitigation
assistance and promptly instruct foreclosure
counsel to take any step required by
§ 1024.41(f) sufficiently timely to avoid
violating the prohibition against making the
first notice or filing required by applicable
law for any judicial or non-judicial
foreclosure process, or before advancing the
foreclosure process.
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38(b)(5) Informing Borrowers of Written Error
Resolution and Information Request
Procedures
1. Manner of informing borrowers. A
servicer may comply with the requirement to
maintain policies and procedures reasonably
designed to inform borrowers of the
procedures for submitting written notices of
error set forth in § 1024.35 and written
information requests set forth in § 1024.36 by
informing borrowers, through a notice
(mailed or delivered electronically) or a
website. For example, a servicer may comply
with § 1024.38(b)(5) by including in the
periodic statement required pursuant to 12
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CFR 1026.41 a brief statement informing
borrowers that borrowers have certain rights
under Federal law related to resolving errors
and requesting information about their
account, and that they may learn more about
their rights by contacting the servicer, and a
statement directing borrowers to a website
that provides a description of the procedures
set forth in §§ 1024.35 and 1024.36.
Alternatively, a servicer may also comply
with § 1024.38(b)(5) by including a
description of the procedures set forth in
§§ 1024.35 and 1024.36 in the written notice
required by §§ 1024.35(c) and 1024.36(b).
2. Oral complaints and requests. A
servicer’s policies and procedures must be
reasonably designed to provide information
to borrowers who are not satisfied with the
resolution of a complaint or request for
information submitted orally about the
procedures for submitting written notices of
error set forth in § 1024.35 and for submitting
written requests for information set forth in
§ 1024.36.
3. Notices of error incorrectly sent to
addresses associated with submission of
requests for loss mitigation assistance or the
continuity of contact. A servicer’s policies
and procedures must be reasonably designed
to ensure that if a borrower incorrectly
submits an assertion of an error to any
address given to the borrower in connection
with a request for loss mitigation assistance,
the continuity of contact pursuant to
§ 1024.40, or a loss mitigation determination,
the servicer will inform the borrower of the
procedures for submitting written notices of
error set forth in § 1024.35, including the
correct address. Alternatively, the servicer
could redirect such notices to the correct
address.
38(c) Standard Requirements
38(c)(1)Record Retention
1. Methods of retaining records. Retaining
records that document actions taken with
respect to a borrower’s mortgage loan
account, including records evidencing
compliance with this part, does not
necessarily mean actual paper copies of
documents. The records may be retained by
any method that reproduces the records
accurately (including computer programs)
and that ensures that the servicer can easily
access the records (including a contractual
right to access records possessed by another
entity). For example, a servicer may use a
computer program to create and retain
records of the date a borrower makes a
request for loss mitigation assistance, so long
as the servicer ensures it can easily access
those records.
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1024.39—Early Intervention Requirements
for Certain Borrowers
39(a) Live Contact
1. Delinquency. Section 1024.39 requires a
servicer to establish or attempt to establish
live contact no later than the 36th day of a
borrower’s delinquency. This provision is
illustrated as follows:
i. Assume a mortgage loan obligation with
a monthly billing cycle and monthly
payments of $2,000 representing principal,
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interest, and escrow due on the first of each
month.
A. The borrower fails to make a payment
of $2,000 on, and makes no payment during
the 36-day period after, January 1. The
servicer must establish or make good faith
efforts to establish live contact not later than
36 days after January 1—i.e., on or before
February 6.
B. The borrower makes no payments
during the period January 1 through April 1,
although payments of $2,000 each on January
1, February 1, and March 1 are due.
Assuming it is not a leap year; the borrower
is 90 days delinquent as of April 1. The
servicer may time its attempts to establish
live contact such that a single attempt will
meet the requirements of § 1024.39(a) for two
missed payments. To illustrate, the servicer
complies with § 1024.39(a) if the servicer
makes a good faith effort to establish live
contact with the borrower, for example, on
February 5 and again on March 25. The
February 5 attempt meets the requirements of
§ 1024.39(a) for both the January 1 and
February 1 missed payments. The March 25
attempt meets the requirements of
§ 1024.39(a) for the March 1 missed payment.
ii. A borrower who is performing as agreed
under a loss mitigation option designed to
bring the borrower current on a previously
missed payment is not delinquent for
purposes of § 1024.39.
iii. During the 60-day period beginning on
the effective date of transfer of the servicing
of any mortgage loan, a borrower is not
delinquent for purposes of § 1024.39 if the
transferee servicer learns that the borrower
has made a timely payment that has been
misdirected to the transferor servicer and the
transferee servicer documents its files
accordingly. See § 1024.33(c)(1) and
comment 33(c)(1)–2.
iv. A servicer need not establish live
contact with a borrower unless the borrower
is delinquent during the 36 days after a
payment due date. If the borrower satisfies a
payment in full before the end of the 36-day
period, the servicer need not establish live
contact with the borrower. For example, if a
borrower misses a January 1 due date but
makes that payment on February 1, a servicer
need not establish or make good faith efforts
to establish live contact by February 6.
2. Establishing live contact. Live contact
provides servicers an opportunity to discuss
the circumstances of a borrower’s
delinquency. Live contact with a borrower
includes speaking on the telephone or
conducting an in-person meeting with the
borrower but not leaving a recorded phone
message. A servicer may rely on live contact
established at the borrower’s initiative to
satisfy the live contact requirement in
§ 1024.39(a). Servicers may also combine
contacts made pursuant to § 1024.39(a) with
contacts made with borrowers for other
reasons, for instance, by telling borrowers on
collection calls that loss mitigation options
may be available.
3. Good faith efforts. Good faith efforts to
establish live contact consist of reasonable
steps, under the circumstances, to reach a
borrower and may include telephoning the
borrower on more than one occasion or
sending written or electronic communication
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encouraging the borrower to establish live
contact with the servicer. The length of a
borrower’s delinquency, as well as a
borrower’s failure to respond to a servicer’s
repeated attempts at communication
pursuant to § 1024.39(a), are relevant
circumstances to consider. For example,
whereas ‘‘good faith efforts’’ to establish live
contact with regard to a borrower with two
consecutive missed payments might require
a telephone call, ‘‘good faith efforts’’ to
establish live contact with regard to an
unresponsive borrower with six or more
consecutive missed payments might require
no more than including a sentence requesting
that the borrower contact the servicer with
regard to the delinquencies in the periodic
statement or in an electronic communication.
Comment 39(a)–6 discusses the relationship
between live contact and the loss mitigation
procedures set forth in § 1024.41.
4. Promptly inform if appropriate.
i. Servicer’s determination. It is within a
servicer’s reasonable discretion to determine
whether informing a borrower about the
availability of loss mitigation options is
appropriate under the circumstances. The
following examples demonstrate when a
servicer has made a reasonable determination
regarding the appropriateness of providing
information about loss mitigation options.
A. A servicer provides information about
the availability of loss mitigation options to
a borrower who notifies a servicer during live
contact of a hardship for which a loss
mitigation option may be available.
B. A servicer does not provide information
about the availability of loss mitigation
options to a borrower who has missed a
January 1 payment and notified the servicer
that full late payment will be transmitted to
the servicer by February 15.
ii. Promptly inform. If appropriate, a
servicer may inform borrowers about the
availability of loss mitigation options orally,
in writing, or through electronic
communication, but the servicer must
provide such information promptly after the
servicer establishes live contact. A servicer
need not notify a borrower about any
particular loss mitigation options at this time;
if appropriate, a servicer need only inform
borrowers generally that loss mitigation
options may be available. If appropriate, a
servicer may satisfy the requirement in
§ 1024.39(a) to inform a borrower about loss
mitigation options by providing the written
notice required by § 1024.39(b)(1), but the
servicer must provide such notice promptly
after the servicer establishes live contact.
5. Borrower’s representative. Section
1024.39 does not prohibit a servicer from
satisfying its requirements by establishing
live contact with and, if applicable,
providing information about loss mitigation
options to a person authorized by the
borrower to communicate with the servicer
on the borrower’s behalf. A servicer may
undertake reasonable procedures to
determine if a person that claims to be an
agent of a borrower has authority from the
borrower to act on the borrower’s behalf, for
example, by requiring a person that claims to
be an agent of the borrower to provide
documentation from the borrower stating that
the purported agent is acting on the
borrower’s behalf.
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6. Relationship between live contact and
loss mitigation procedures. If the servicer has
established and is maintaining regular
contact with the borrower during a loss
mitigation review cycle under § 1024.41, the
servicer complies with § 1024.39(a) and need
not otherwise establish or make good faith
efforts to establish live contact. A servicer
must resume compliance with the
requirements of § 1024.39(a) for a borrower
who becomes delinquent again after curing a
prior delinquency.
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Paragraph 39(b)(2)(iii)
1. Types of loss mitigation options that are
generally available. The servicer must list
each type of loss mitigation option that is
generally available from the owner or
assignee of the borrower’s loan. The servicer
may include a statement that not all
borrowers will qualify for the listed options.
A type of loss mitigation option may be
described in one or more sentences. If the
owner or assignee of the borrower’s mortgage
loan offers a type of loss mitigation option
comprising several loss mitigation programs,
the servicer may provide a generic
description of the option without providing
detailed descriptions of each program. For
example, if the owner or assignee of the
borrower’s mortgage loan offers several loan
modification programs, the servicer may
provide a generic description of ‘‘loan
modification.’’
Paragraph 39(b)(2)(iv)
1. Explanation of how the borrower may
obtain more information about how to make
a request for loss mitigation assistance. A
servicer may comply with § 1024.39(b)(2)(iv)
by directing the borrower to contact the
servicer for more detailed information on
how to make a request for loss mitigation
assistance. For example, a general statement
such as, ‘‘contact us for instructions on how
to request assistance’’ would satisfy the
requirement to inform the borrower how to
obtain more information about how to make
a request for loss mitigation assistance.
However, to expedite the borrower’s timely
request for loss mitigation assistance,
servicers may provide more detailed
instructions, such as by listing representative
documents, if any, the borrower should make
available to the servicer (such as tax filings
or income statements), and an estimate of
how quickly the servicer expects to evaluate
the request for loss mitigation assistance and
make a decision on loss mitigation options.
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1024.41—Loss Mitigation Procedures
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41(c) Evaluation of Loss Mitigation
Applications
41(c)(1) General Notice and Content
Requirements
1. Investor requirements. Except as
pursuant to § 1024.41(c)(3), if a loss
mitigation option is offered or denied
because of a requirement of an owner or
assignee of a mortgage loan, the specific
reasons in the notice provided to the
borrower must identify the requirement that
is the basis of the determination. A statement
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that the offer or denial of a loss mitigation
option is based on an investor requirement,
without additional information specifically
identifying the relevant investor or guarantor
and the specific applicable requirement, is
insufficient.
2. Reasons listed. A servicer is required to
disclose the actual reason or reasons for the
determination.
3. Loss mitigation options available to a
borrower. The loss mitigation options
available to a borrower are those options
offered by an owner or assignee of the
borrower’s mortgage loan. Loss mitigation
options administered by a servicer for an
owner or assignee of a mortgage loan other
than the owner or assignee of the borrower’s
mortgage loan are not available to the
borrower solely because such options are
administered by the servicer. For example:
i. A servicer services mortgage loans for
two different owners or assignees of mortgage
loans. Those entities each have different loss
mitigation programs. loss mitigation options
not offered by the owner or assignee of the
borrower’s mortgage loan are not available to
the borrower; or
ii. The owner or assignee of a borrower’s
mortgage loan has established pilot programs,
temporary programs, or programs that are
limited by the number of participating
borrowers. Such loss mitigation options are
available to a borrower. However, a servicer
evaluates whether a borrower is eligible for
any such program consistent with criteria
established by an owner or assignee of a
mortgage loan. For example, if an owner or
assignee has limited a pilot program to a
certain geographic area or to a limited
number of participants, and the servicer
determines that a borrower is not eligible
based on any such requirement, the servicer
shall inform the borrower that the investor
requirement for the program is the basis for
the denial.
4. Offer of a non-home retention option. A
servicer’s offer of a non-home retention
option may be conditional upon receipt of
further information not in the borrower’s
possession and necessary to establish the
parameters of a servicer’s offer. For example,
a servicer complies with the requirement for
evaluating the borrower for a short sale
option if the servicer offers the borrower the
opportunity to enter into a listing or
marketing period agreement but indicates
that specifics of an acceptable short sale
transaction may be subject to further
information obtained from an appraisal or
title search.
5. Other notices. A servicer may combine
other notices required by applicable law,
including, without limitation, a notice with
respect to an adverse action required by
Regulation B, 12 CFR part 1002, or a notice
required pursuant to the Fair Credit
Reporting Act, with the notice required
pursuant to § 1024.41(c)(1), unless otherwise
prohibited by applicable law.
41(f) Prohibition on Foreclosure Referral
1. Prohibited activities. Section 1024.41(f)
prohibits a servicer from making the first
notice or filing required by applicable law for
any judicial or non-judicial foreclosure
process under certain circumstances.
Whether a document is considered the first
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notice or filing is determined on the basis of
foreclosure procedure under the applicable
State law.
i. Where foreclosure procedure requires a
court action or proceeding, a document is
considered the first notice or filing if it is the
earliest document required to be filed with a
court or other judicial body to commence the
action or proceeding (e.g., a complaint,
petition, order to docket, or notice of
hearing).
ii. Where foreclosure procedure does not
require an action or court proceeding, such
as under a power of sale, a document is
considered the first notice or filing if it is the
earliest document required to be recorded or
published to initiate the foreclosure process.
iii. Where foreclosure procedure does not
require any court filing or proceeding, and
also does not require any document to be
recorded or published, a document is
considered the first notice or filing if it is the
earliest document that establishes, sets, or
schedules a date for the foreclosure sale.
iv. A document provided to the borrower
but not initially required to be filed,
recorded, or published is not considered the
first notice or filing on the sole basis that the
document must later be included as an
attachment accompanying another document
that is required to be filed, recorded, or
published to carry out a foreclosure.
41(f)(2) Foreclosure Process Procedural
Safeguards During a Loss Mitigation Review
Cycle
1. Dispositive motion. The prohibition on
a servicer advancing the foreclosure process
includes moving for judgment or order of sale
by, for example, making a dispositive motion
for foreclosure judgment, such as a motion
for default judgment, judgment on the
pleadings, or summary judgment, which may
directly result in a judgment of foreclosure or
order of sale. A servicer has not moved for
a foreclosure judgment or order of sale and
is not advancing the foreclosure process if
the servicer takes reasonable steps to avoid
a ruling on such motion or issuance of such
order, notwithstanding whether any such
action successfully avoids a ruling on a
dispositive motion or issuance of an order of
sale.
2. Interaction with foreclosure counsel. The
prohibitions in § 1024.41(f)(2) against
advancing the foreclosure process (including
moving for judgment or sale) may require a
servicer to act through foreclosure counsel
retained by the servicer in a foreclosure
proceeding. If a servicer has received a
request for loss mitigation assistance, the
servicer must instruct counsel promptly not
to advance the foreclosure process or make
a dispositive motion for foreclosure judgment
or order of sale; where such a dispositive
motion is pending, to avoid a ruling on the
motion or issuance of an order of sale; and,
where a sale is scheduled, to prevent conduct
of a foreclosure sale, unless one of the
procedural safeguards in § 1024.41(f)(2) is
met, if applicable. A servicer is not relieved
of its obligations because foreclosure
counsel’s actions or inaction caused a
violation.
3. Requests for loss mitigation assistance
submitted 37 days or less before foreclosure
sale. Although a servicer is not required to
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comply with the requirements in § 1024.41
with respect to a borrower’s request for loss
mitigation assistance submitted 37 days or
less before a foreclosure sale, a servicer is
required separately, in accordance with
policies and procedures maintained pursuant
to § 1024.38(b)(2)(v) to properly evaluate a
borrower who makes a request for loss
mitigation assistance pursuant to any
requirements established by the owner or
assignee of the borrower’s mortgage loan.
Such evaluation may be subject to
requirements applicable to a review of a
request for loss mitigation assistance
submitted by a borrower 37 days or less
before a foreclosure sale.
4. Advancing the foreclosure process
prohibited. Section 1024.41(f)(2) prohibits a
servicer from advancing the foreclosure
process if a borrower submits a request for
loss mitigation assistance more than 37 days
before a foreclosure sale unless one of the
procedural safeguards in § 1024.41(f)(2) is
met. For example, advancing the foreclosure
process includes conducting a foreclosure
sale, even if a person other than the servicer
administers or conducts the foreclosure sale
proceedings. Where § 1024.41(f)(2) is
applicable but none of the procedural
safeguards under § 1024.41(f)(2) have been
met, scheduling a sale date or conducting a
sale violates § 1024.41(f)(2).
5. Short sale listing period. An agreement
for a short sale transaction, or other similar
loss mitigation option, typically includes
marketing or listing periods during which a
servicer will allow a borrower to market a
short sale transaction. A borrower is deemed
to be performing under an agreement on a
short sale, or other similar loss mitigation
option, during the term of a marketing or
listing period.
6. Short sale agreement. If a borrower has
not obtained an approved short sale
transaction at the end of any marketing or
listing period, a servicer may deny the short
sale option. An approved short sale
transaction is a short sale transaction that has
been approved by all relevant parties,
including the servicer, other affected
lienholders, or insurers, if applicable, and the
servicer has received proof of funds or
financing, unless circumstances otherwise
indicate that an approved short sale
transaction is not likely to occur.
7. Successors in interest—i. If a servicer
receives a request for loss mitigation
assistance from a potential successor in
interest before confirming that person’s
identity and ownership interest in the
property, the servicer may, but need not,
comply with the foreclosure process
procedural safeguards in § 1024.41(f)(2) with
respect to that person. If a servicer complies
with the requirements of § 1024.41(f)(2)
before confirming a person’s successor in
interest status, § 1024.41(i)’s limitation on
duplicative requests applies to that person,
provided the servicer’s evaluation of loss
mitigation options available to the person
would not have resulted in a different
determination due to the person’s
confirmation as a successor in interest if it
had been conducted after the servicer
confirmed the person’s status as a successor
in interest.
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ii. If a servicer receives a request for loss
mitigation assistance from a potential
successor in interest and elects not to comply
with the foreclosure process procedural
safeguards in § 1024.41(f)(2) with respect to
that person before confirming that person’s
identity and ownership interest in the
property, the servicer must comply with
those foreclosure process procedural
safeguards with respect to that person as
soon as that person becomes a confirmed
successor in interest and must treat the
request for loss mitigation assistance as if it
had been received on the date that the
servicer confirmed the successor in interest’s
status.
41(f)(2)(ii) Unresponsive Borrower
1. Communication. For purposes of
§ 1024.41(f)(2)(ii), a servicer has not received
a communication from the borrower if the
servicer has not received any written or
electronic communication from the borrower
about the mortgage loan obligation, has not
received a telephone call from the borrower
about the mortgage loan obligation, and has
not received a payment on the mortgage loan
obligation.
2. Borrower’s representative. A servicer has
received a communication from the borrower
if the communication is from an agent of the
borrower. A servicer may undertake
reasonable procedures to determine if a
person that claims to be an agent of a
borrower has authority from the borrower to
act on the borrower’s behalf, for example, by
requiring that a person that claims to be an
agent of the borrower provide documentation
from the borrower stating that the purported
agent is acting on the borrower’s behalf.
Upon receipt of such documentation, the
servicer shall treat the communication as
having been submitted by the borrower.
3. Regular contact. Although a servicer has
flexibility to establish its own requirements
regarding the documents and information
necessary for a loss mitigation review,
throughout the loss mitigation review cycle
the servicer must regularly communicate the
status of the loss mitigation review to the
borrower, which includes requesting
documentation and information that the
servicer requires from the borrower and
communicating available loss mitigation
options.
41(h) Appeal Process
Paragraph 41(h)(3)
1. Supervisory personnel. The appeal may
be evaluated by supervisory personnel that
are responsible for oversight of the personnel
that conducted the initial evaluation, as long
as the supervisory personnel were not
directly involved in the loss mitigation
evaluation that is the subject of the appeal.
41(k) Servicing Transfers
1. Pending request for loss mitigation
assistance. For purposes of § 1024.41(k), a
request for loss mitigation assistance is
pending if it was subject to § 1024.41. For
example, the borrower is still in a loss
mitigation review cycle, or the transferor
servicer denied the request for loss mitigation
pursuant to § 1024.41(c)(2)(ii) but the 14 days
referenced in § 1024.41(c)(2)(iii) has not
elapsed as of the transfer date.
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41(k)(1) In General
41(k)(1)(i) Timing of Compliance
1. Obtaining loss mitigation documents
and information. i. In connection with a
transfer, a transferor servicer must timely
transfer, and a transferee servicer must obtain
from the transferor servicer, documents and
information submitted by a borrower in
connection with a request for loss mitigation
assistance, consistent with policies and
procedures adopted pursuant to
§ 1024.38(b)(4). A transferee servicer must
comply with the applicable requirements of
§ 1024.41 with respect to a request for loss
mitigation assistance received as a result of
a transfer, even if the transferor servicer was
not required to comply with § 1024.41 with
respect to that request.
ii. A transferee servicer must, in
accordance with § 1024.41(f)(2)(ii), regularly
take steps to identify and obtain any
information and documents necessary from
the borrower to determine which loss
mitigation options, if any, it will offer to the
borrower. In the transfer context, a transferee
servicer must ensure that a borrower is
informed of any changes to the loss
mitigation determination process, such as a
change in the address to which the borrower
should submit documents and information,
as well as ensuring that the borrower is
informed about which documents and
information are needed by the transferee
servicer to determine which loss mitigation
options, if any, it will offer to the borrower.
iii. A borrower may provide documents
and information to a transferor servicer after
the transfer date. Consistent with policies
and procedures maintained pursuant to
§ 1024.38(b)(4), the transferor servicer must
timely transfer, and the transferee servicer
must obtain, such documents and
information.
2. Determination of rights and protections.
For purposes of § 1024.41, a transferee
servicer must consider documents and
information that constitute a request for loss
mitigation assistance for the transferee
servicer to have been received as of the date
such documents and information were
received by the transferor servicer, even if
such documents and information were
received by the transferor servicer after the
transfer date. See comment 41(k)(1)(i)–1.iii.
3. Duplicative notices not required. A
transferee servicer is not required to provide
notices under § 1024.41 with respect to a
particular loss mitigation assistance request
that the transferor servicer provided prior to
the transfer.
41(k)(1)(ii) Transfer Date Defined
1. Transfer date. Section 1024.41(k)(1)(ii)
provides that the transfer date is the date on
which the transferee servicer will begin
accepting payments relating to the mortgage
loan, as disclosed on the notice of transfer of
loan servicing pursuant to § 1024.33(b)(4)(iv).
The transfer date is the same date as that on
which the transfer of the servicing
responsibilities from the transferor servicer to
the transferee servicer occurs. The transfer
date is not necessarily the same date as either
the effective date of the transfer of servicing
as disclosed on the notice of transfer of loan
servicing pursuant to § 1024.33(b)(4)(i) or the
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sale date identified in a servicing transfer
agreement.
41(k)(4) Determinations Subject to Appeal
Process
1. Obtaining appeal. A borrower may
submit an appeal of a transferor servicer’s
determination pursuant to § 1024.41(h) to the
transferor servicer after the transfer date.
Consistent with policies and procedures
maintained pursuant to § 1024.38(b)(4), the
transferor servicer must timely transfer, and
the transferee servicer must obtain,
documents and information regarding such
appeals.
2. Servicer unable to determine appeal. A
transferee servicer may be unable to make a
determination on an appeal when, for
example, the transferor servicer denied a
borrower for a loss mitigation option that the
transferee servicer does not offer or when the
transferee servicer receives the mortgage loan
through an involuntary transfer and the
transferor servicer failed to maintain proper
records such that the transferee servicer lacks
sufficient information to review the appeal.
In that circumstance, the transferee servicer
is required to treat the appeal as a pending
request for loss mitigation assistance, and it
must permit the borrower to accept or reject
any loss mitigation options offered by the
transferor servicer, even if it does not offer
the loss mitigation options offered by the
VerDate Sep<11>2014
22:15 Jul 23, 2024
Jkt 262001
transferor servicer, in addition to the loss
mitigation options, if any, that the transferee
servicer determines to offer the borrower
based on its own review of a borrower who
makes a request for loss mitigation
assistance. For example, assume a transferor
servicer denied a borrower for all loan
modification options but offered the
borrower a short sale option, and assume that
the borrower’s appeal of the loan
modification denial was pending as of the
transfer date. If the transferee servicer is
unable to determine the borrower’s appeal,
the transferee servicer must review the
borrower’s request for loss mitigation
assistance in accordance with § 1024.41. At
the conclusion of such review, the transferee
servicer must permit the borrower to accept
the short sale option offered by the transferor
servicer, even if the transferee servicer does
not offer the short sale option, in addition to
any loss mitigation options the transferee
servicer determines to offer the borrower
based upon its own review.
41(k)(5) Pending Loss Mitigation Offers
1. Obtaining evidence of borrower
acceptance. A borrower may provide an
acceptance or rejection of a pending loss
mitigation offer to a transferor servicer after
the transfer date. Consistent with policies
and procedures maintained pursuant to
§ 1024.38(b)(4), the transferor servicer must
PO 00000
Frm 00052
Fmt 4701
Sfmt 9990
timely transfer, and the transferee servicer
must obtain, documents and information
regarding such acceptances and rejections,
and the transferee servicer must provide the
borrower with any timely accepted loss
mitigation option, even if the borrower
submitted the acceptance to the transferor
servicer.
Appendix MS to Part 1024—Mortgage
Servicing Model Forms and Clauses
*
*
*
*
*
Appendix MS–4—Model Clauses for the
Written Early Intervention Notice
1. [RESERVED]
2. [RESERVED]
3. Model MS–4(C). These model clauses
illustrate how a servicer may provide contact
information for housing counselors, as
required by § 1024.39(b)(2)(v). A servicer
may, at its option, provide the website and
telephone number for either the Bureau’s or
the Department of Housing and Urban
Development’s housing counselors list, as
provided by paragraphs § 1024.39(b)(2)(v).
Rohit Chopra,
Director, Consumer Financial Protection
Bureau.
[FR Doc. 2024–15475 Filed 7–23–24; 8:45 am]
BILLING CODE 4810–AM–P
E:\FR\FM\24JYP2.SGM
24JYP2
Agencies
- CONSUMER FINANCIAL PROTECTION BUREAU
[Federal Register Volume 89, Number 142 (Wednesday, July 24, 2024)]
[Proposed Rules]
[Pages 60204-60254]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-15475]
[[Page 60203]]
Vol. 89
Wednesday,
No. 142
July 24, 2024
Part IV
Consumer Financial Protection Bureau
-----------------------------------------------------------------------
12 CFR Part 1024
Streamlining Mortgage Servicing for Borrowers Experiencing Payment
Difficulties; Regulation X; Proposed Rule
Federal Register / Vol. 89 , No. 142 / Wednesday, July 24, 2024 /
Proposed Rules
[[Page 60204]]
-----------------------------------------------------------------------
CONSUMER FINANCIAL PROTECTION BUREAU
12 CFR Part 1024
[Docket No. CFPB-2024-0024]
RIN 3170-AB04
Streamlining Mortgage Servicing for Borrowers Experiencing
Payment Difficulties; Regulation X
AGENCY: Consumer Financial Protection Bureau.
ACTION: Proposed rule; request for public comment.
-----------------------------------------------------------------------
SUMMARY: The Consumer Financial Protection Bureau (Bureau or CFPB) is
proposing a rule that would amend regulations originally issued in 2013
regarding the responsibilities of mortgage servicers. The proposed
amendments would streamline existing requirements when borrowers seek
payment assistance in times of distress, add safeguards when borrowers
seek help, and revise existing requirements with respect to borrower
assistance. The proposed rule would also require servicers to provide
certain communications in languages other than English, such as when a
borrower is seeking payment assistance with their mortgage. The
proposed rule, if finalized, would increase the likelihood that
investors and borrowers can avert the costs of avoidable foreclosure.
DATES: Comments must be received on or before September 9, 2024.
ADDRESSES: You may submit comments, identified by Docket No. CFPB-2024-
0024 or RIN 3170-AB04, by any of the following methods:
Federal Rulemaking Portal: https://www.regulations.gov.
Follow the instructions for submitting comments. A brief summary of
this document will be available at https://www.regulations.gov/docket/CFPB-2024-0024.
Email: [email protected]. Include
Docket No. CFPB-2024-0024 or RIN 3170-AB04 in the subject line of the
message.
Mail/Hand Delivery/Courier: Comment Intake--Mortgage
Servicing, c/o Legal Division Docket Manager, Consumer Financial
Protection Bureau, 1700 G Street NW, Washington, DC 20552.
Instructions: The CFPB encourages the early submission of comments.
All submissions should include the agency name and docket number or
Regulatory Information Number (RIN) for this rulemaking. Because paper
mail is subject to delay, commenters are encouraged to submit comments
electronically. In general, all comments received will be posted
without change to https://www.regulations.gov.
All submissions, including attachments and other supporting
materials, will become part of the public record and subject to public
disclosure. Proprietary information or sensitive personal information,
such as account numbers or Social Security numbers, or names of other
individuals, should not be included. Submissions will not be edited to
remove any identifying or contact information.
FOR FURTHER INFORMATION CONTACT: George Karithanom, Regulatory
Implementation and Guidance Program Analyst, Office of Regulations, at
202-435-7700 or https://reginquiries.consumerfinance.gov/. If you
require this document in an alternative electronic format, please
contact [email protected].
SUPPLEMENTARY INFORMATION:
Table of Contents
I. Summary
A. Goals of the Rulemaking
B. Key Changes
II. Background
A. Mortgage Servicing During the Foreclosure Crisis
B. Early Standardization Efforts
C. CFPB's 2013 Mortgage Servicing Final Rule Aimed To Address
the Challenges Previously Observed Prior to and During the
Foreclosure Crisis
D. Streamlined Modifications and Other Borrower Protections
Emerge
E. Loss Mitigation During the COVID-19 Pandemic
F. Amendments to the Mortgage Servicing Rules
III. Legal Authority
A. RESPA
B. Dodd-Frank Act
IV. Discussion of the Proposed Rule
A. Foreclosure Procedural Safeguards (Sec. 1024.41)
B. Changes to Early Intervention Requirements (Sec. 1024.39)
C. Loss Mitigation Determinations--Covered Errors and Appeals
Process (Sec. Sec. 1024.35 and 1024.41)
D. Language Access
E. Credit Reporting Protections for Borrowers Undergoing Loss
Mitigation Review
F. Record Retention (Sec. 1024.38)
G. Removal of Regulations Implemented in Response to the COVID-
19 Pandemic
H. Other Conforming Changes
I. Other Servicing Issues-Requests for Comment
V. Proposed Effective and Compliance Dates
VI. CFPA Section 1022(b) Analysis
A. Data Limitations and Quantification of Benefits, Costs, and
Impacts
B. Small Servicer Exemption
C. Baseline for Analysis
D. Potential Benefits and Costs to Consumers and Covered Persons
of the Proposed Rule
E. Potential Specific Impacts of the Proposed Rule on Insured
Depository Institutions and Credit Unions with $10 Billion or Less
in Total Assets, As Described in CFPA Section 1026
F. Potential Specific Impacts of the Proposed Rule on Consumer
Access to Credit
G. Potential Specific Impacts of the Proposed Rule on Consumers
in Rural Areas
VII. Regulatory Flexibility Act Analysis
A. Application of the Proposed Rule to Small Entities
B. Certification
VIII. Paperwork Reduction Act
IX. Request for Comments
X. Severability
Abbreviations and Acronyms
The following abbreviations and acronyms are used in this proposed
rule:
ACS = American Community Survey
AFR = Americans for Financial Reform
ASMB = American Survey of Mortgage Bankers
CARES Act = Coronavirus Aid, Relief, and Economic Security Act
CDIA = Consumer Data Industry Association
CFPA = Consumer Financial Protection Act
CFPB = Consumer Financial Protection Bureau
CPI-U = Consumer Price Index for All Urban Consumers
CRA = Credit Reporting Agency
DI = Depository Institution
FAQ = Frequently Asked Question
FHA = Federal Housing Administration
FHFA = Federal Housing Finance Agency
FRFA = Final Regulatory Flexibility Analysis
FSOC = Financial Stability Oversight Committee
GSE = Government-Sponsored Enterprise
HAMP = Home Affordable Modification Program
HHS = United States Department of Health and Human Services
HUD = United States Department of Housing and Urban Development
ICE = Intercontinental Exchange, Inc.
ICR = Information Collection Request
IRFA = Initial Regulatory Flexibility Analysis
MBA = Mortgage Bankers Association
MHA = Making Home Affordable
NAICS = North American Industry Classification System
NCLC = National Consumer Law Center
NMDB = National Mortgage Database Program
Non-DI = Non-Depository Institution
OCC = Office of the Comptroller of the Currency
OMB = Office of Management and Budget
PRA = Paperwork Reduction Act
RESPA = Real Estate Settlement Procedures Act
RFA = Regulatory Flexibility Act
RFI = Request for Information
SBA = Small Business Administration
SIGTARP = Office of the Special Inspector General for the Troubled
Asset Relief Program
[[Page 60205]]
TILA = Truth in Lending Act
URLA = Uniform Residential Loan Application
USDA = United States Department of Agriculture
VA = United States Department of Veterans Affairs
I. Summary
A. Goals of the Rulemaking
Mortgage servicers handle the day-to-day management of mortgage
loans and work with borrowers when they need help making their
payments. Poor default servicing of home mortgages can have serious
repercussions for both individual borrowers and the larger economy. The
foreclosure crisis that began in 2007 demonstrated the risks. Leading
up to that crisis, servicers did not have robust default servicing
practices and generally lacked accountability when they failed to
address borrower needs. Between July 2007 and August 2009,
approximately 1.8 million homeowners lost their homes to foreclosure
while another 5.2 million homeowners faced foreclosure initiation.\1\
---------------------------------------------------------------------------
\1\ Cong. Oversight Panel, October Oversight Report: An
Assessment of Foreclosure Mitigation Efforts After Six Months, at 1
(Oct. 9, 2009), https://www.congress.gov/111/cprt/JPRT52671/CPRT-111JPRT52671.pdf (Oversight Panel Report). The impact of poor
default servicing led to a decline in overall economic activity.
John Weinberg, Fed. Rsrv. Bank of Richmond, Federal Reserve History:
The Great Recession and Its Aftermath, https://www.federalreservehistory.org/essays/great-recession-and-its-aftermath (written as of Nov. 22, 2013) (FRH Essay).
---------------------------------------------------------------------------
In 2013, the CFPB finalized comprehensive mortgage servicing rules
in response to these widespread servicing failures.\2\ In the decade
since, the market has changed, and servicing practices in the event of
borrower default have further changed. Investors have increasingly
required use of loss mitigation options that require little or no
documentation. Streamlined loss mitigation options can improve overall
profitability for investors by reducing servicer costs, increasing the
rate at which borrowers resume making payments, and reducing
foreclosures, which are often costly for investors. Streamlined loss
mitigation options can also help borrowers to get help faster and free
servicer resources for borrowers who need greater assistance.
---------------------------------------------------------------------------
\2\ The Consumer Financial Protection Bureau (CFPB) has made
several amendments to the mortgage servicing rules in the
intervening years. See part II.F for a discussion of amendments made
after the 2013 Mortgage Servicing Rule was issued.
---------------------------------------------------------------------------
The COVID-19 pandemic demonstrated that approaches to loss
mitigation not contemplated in the 2013 Mortgage Servicing Final Rule
could be successful and necessary for borrowers, servicers, and
investors. During the COVID-19 pandemic, large numbers of borrowers
were placed in long-term forbearance, with the vast majority
successfully resuming payments. Additionally, macroeconomic factors,
such as shifts in interest rates, require new approaches to default
servicing practices. Loss mitigation approaches that were successful in
the wake of the foreclosure crisis, such as reducing the interest rate
to the current market rate in order to lower payments, are
significantly less successful under current market conditions.
The changes in default servicing and market conditions have
highlighted several areas where the prescriptive rules that the CFPB
initially put in place may no longer be optimally effective for
borrowers or servicers, and where more flexibility is needed in order
to respond to future changes in the macroeconomic environment. Thus,
the CFPB is proposing to remove certain prescriptive requirements from
the existing rules. At the same time, the CFPB recognizes the
continuing need to protect borrowers from harms such as unnecessary
fees and avoidable foreclosures that can occur due to default mortgage
servicing failures. Therefore, the CFPB is also proposing certain new
procedural safeguards designed to protect borrowers from these harms
while creating strong incentives for servicers to review borrowers for
loss mitigation assistance quickly and accurately.
B. Key Changes
To achieve these goals, the CFPB is proposing and seeking comment
on several topics, including four key groups of changes related to
assisting borrowers during loss mitigation and early intervention, as
well as seeking comment on a fifth key issue related to credit
reporting. None of the proposed new requirements would apply to small
servicers (as defined in Regulation Z Sec. 1026.41(e)(4)(ii)).)).
1. Streamlined loss mitigation procedures and foreclosure
procedural safeguards. The CFPB is proposing to streamline and simplify
Regulation X's loss mitigation procedures by removing most of the
existing requirements regarding incomplete and complete loss mitigation
applications and replacing them with a new framework based on
foreclosure procedural safeguards. Currently, a servicer generally must
collect a complete loss mitigation application for all available
options before making a determination about what loss mitigation
options, if any, it will offer a borrower, and a borrower's foreclosure
protections against initiation and sale are largely based on whether
and when the borrower has submitted a complete loss mitigation
application. Under the proposed framework, a servicer would not be
required to collect a complete application prior to making a loss
mitigation determination and would have flexibility to review a
borrower for loss mitigation options sequentially rather than
simultaneously, although a simultaneous review would be permitted.
Under the proposed framework, once a borrower makes a request for loss
mitigation assistance, the loss mitigation review cycle begins. It
continues until either the borrower's loan is brought current or one of
the following foreclosure procedural safeguards is met: 1) the servicer
reviews the borrower for all available loss mitigation options and no
available options remain, or 2) the borrower remains unresponsive for a
specified period of time despite the servicer regularly taking steps to
reach the borrower. During a loss mitigation review cycle, the servicer
may not begin or advance the foreclosure process and borrowers would
also be protected against the accrual of certain fees.
The CFPB is also proposing to remove currently required loss
mitigation notices that would no longer be necessary under the new
proposed framework, such as those notifying a borrower about whether a
loss mitigation application is complete or incomplete.
2. Early intervention changes. The CFPB is proposing to require
servicers to provide certain additional information in written early
intervention notices, including, among other things, the name of the
owner or assignee of the borrower's mortgage loan, a brief description
of each type of loss mitigation option that is generally available from
that owner or assignee, as well as a website to access a list of all
loss mitigation options that may be available from that owner or
assignee. The CFPB is also proposing a partial exemption for servicers
from early intervention requirements while a borrower is performing
under a forbearance, new live contact and written notice requirements
when a borrower's forbearance is nearing its scheduled end, and timing
for resuming compliance with early intervention when a borrower's
forbearance ends.
3. Loss mitigation determination notices and appeals. The CFPB is
proposing to require that servicers provide loss mitigation
determination notices and appeal rights to borrowers regarding all
types of loss mitigation options, instead of just loan modifications,
and for offers as well as denials. The CFPB also is proposing to
[[Page 60206]]
require servicers to include certain additional information in
determination notices, including the key borrower-provided inputs, if
any, that served as the basis for the determination; a list of other
loss mitigation options that are still available to the borrower, if
any, including a clear statement describing the next steps the borrower
must take to be reviewed for those options or, if applicable, a
statement that the servicer has reviewed the borrower for all available
loss mitigation options and none remain; and, if applicable, a list of
any loss mitigation options that the servicer previously offered to the
borrower that remain available but that the borrower did not accept.
The CFPB is also proposing to clarify that loss mitigation
determinations are subject to the notice of error procedures contained
in Sec. 1024.35.
4. Credit reporting. The CFPB is aware of a select number of
specific instances where mortgage servicers may be furnishing
information about borrowers undergoing loss mitigation review that
raise questions about accuracy and consistency. While the CFPB is not
proposing any regulatory changes at this time, the CFPB is requesting
comment about possible approaches it could take to ensure servicers are
furnishing accurate and consistent credit reporting information for
borrowers undergoing loss mitigation review.
5. Language access. The CFPB is proposing several requirements to
provide borrowers with limited English proficiency greater access to
certain early intervention and loss mitigation communications in
languages other than English so that they can access the information
they need, when they need it. In general, the proposed rule would
require mortgage servicers to provide Spanish-language translations of
certain written communications to all borrowers. The proposed rule also
would require servicers to make certain written and oral communications
available in multiple languages and to provide those translated or
interpreted communications upon borrower request. The proposed rule
would require servicers to include brief translated statements in
certain written communications notifying borrowers of the availability
of the translations and interpretations, and how they can be requested.
It also would require that borrowers who received marketing for a loan
in a language other than English receive specific early intervention
and loss mitigation communications in that same language upon the
borrower's request.
II. Background
A. Mortgage Servicing During the Foreclosure Crisis
The 2007 foreclosure crisis led to a broad downturn in the economy
and left lasting effects on the mortgage servicing industry. The
foreclosure crisis was brought on, in part, by mortgage servicing
failures and the lack of a standardized loss mitigation
infrastructure.\3\ As a result, between July 2007 and August 2009,
approximately 1.8 million homeowners lost their homes to foreclosure
and another 5.2 million homeowners faced foreclosure initiation.\4\
---------------------------------------------------------------------------
\3\ See FRH Essay.
\4\ Oversight Panel Report at 1.
---------------------------------------------------------------------------
A lack of regulatory oversight at the Federal level and fragmented
oversight at the State level also contributed to the crisis. The CFPB
was created in 2011 to increase accountability in government by
consolidating consumer financial protection authorities, which
previously existed across several different Federal agencies. The
creation of the CFPB increased Federal accountability with respect to
consumer financial protection, which had not been the primary focus of
any single Federal agency. Prior to the CFPB's creation, no Federal
agency had comprehensive tools to set the rules for and oversee all
consumer markets. The result was a system without effective rules or
consistent enforcement, which was a significant factor in the
foreclosure crisis.
Prior to 2007, the mortgage industry had never experienced such a
sizable number of loss mitigation applications and foreclosures
simultaneously.\5\ The mortgage industry lacked a standardized approach
and uniform structure to assist the millions of delinquent borrowers
who needed mortgage payment relief. At the time, mortgage servicers
were largely focused on managing the collection of mortgage payments
and the foreclosure process for defaulted borrowers.\6\ In addition,
investor guidance to servicers regarding default servicing was limited
and seldom provided meaningful standards for loss mitigation.\7\
---------------------------------------------------------------------------
\5\ See FRH Essay.
\6\ Id.
\7\ Martin Neil Baily et al., Initiative on Bus. & Pol'y at
Brookings, The Origins of the Financial Crisis, at 20 (Brookings
Inst., Fixing Fin. Sers.--Paper 3, 2008), https://www.brookings.edu/wp-content/uploads/2016/06/11_origins_crisis_baily_litan.pdf.
---------------------------------------------------------------------------
In the period preceding the foreclosure crisis, loan modifications
were rare, and borrowers were unlikely to receive any redress, with
only approximately 3 percent of seriously delinquent loans obtaining a
loan modification.\8\ The loss mitigation processes at the time were
fragmented and lacked sufficient industry-wide standards and procedures
for servicers and investors to assist delinquent homeowners. Thus, the
foreclosure crisis exposed major flaws in default servicing and created
a need for permanent loss mitigation assistance programs. The absence
of any standardized loss mitigation options at that time contributed to
2.8 million foreclosure starts in 2009, which was a 21 percent increase
from 2008 and a 120 percent increase from 2007.\9\ The emergence of the
Making Home Affordable program (MHA) would later create a standardized
set of guidelines and establish a framework for default servicing.
---------------------------------------------------------------------------
\8\ Manuel Adelino et al., Why Don't Lenders Renegotiate More
Home Mortgages? Redefaults, Self-Cures, and Securitization, at 3
(Nat'l Bureau Econ. Rsch., Working Paper 15159, 2009), https://www.nber.org/system/files/working_papers/w15159/w15159.pdf.
\9\ Lynn Adler, U.S. 2009 foreclosures shatter record despite
aid, Reuters (Jan. 14, 2010), https://www.reuters.com/article/us-usa-housing-foreclosures-idUSTRE60D0LZ20100114/.
---------------------------------------------------------------------------
B. Early Standardization Efforts
The U.S. Department of the Treasury (Treasury) introduced MHA at
the beginning of 2009. Treasury designed MHA to assist mortgage
borrowers at risk of foreclosure by providing government-backed loss
mitigation programs. MHA was the first program of its kind and had a
major influence on future loss mitigation programs.
The cornerstone program under MHA was the Home Affordable
Modification Program (HAMP), which offered permanently reduced mortgage
payments to qualifying borrowers.\10\ There were other specialty
programs under MHA, such as programs to assist borrowers with
underwater mortgages, short sale programs, and deed-in-lieu of
foreclosure programs.\11\ These programs were part of a wider
government response intended to help struggling borrowers, preserve
communities, and prevent avoidable foreclosures.\12\ Prior to HAMP,
there was no standard approach among servicers or investors for
providing mortgage assistance to
[[Page 60207]]
homeowners who wanted to keep making payments.\13\
---------------------------------------------------------------------------
\10\ John Rao et al., Nat'l Consumer L. Ctr. (NCLC), 6.7.2.5 The
HAMP ``Waterfall'', In Mortgage Servicing and Loan Modifications
(Digital version), https://library.nclc.org/book/mortgage-servicing-and-loan-modifications/6725-hamp-waterfall (last visited July 1,
2024).
\11\ U.S. Dep't of Treas., Making Home Affordable (MHA), https://home.treasury.gov/data/troubled-assets-relief-program/housing/mha
(last visited July 1, 2024).
\12\ Id.
\13\ Id.
---------------------------------------------------------------------------
However, the program fell short of its original projected target of
the number of homeowners who would be assisted with the program. The
HAMP application process was extensive and required borrowers to submit
several documents to be evaluated for the program; for example, it
required proof of financial hardship, income tax returns, bank
statements, and paystubs.\14\ These extensive documentation
requirements led to challenges for borrowers and mortgage servicers.
The document collection process adversely affected the ability of
borrowers to receive permanent loan modifications due to events such as
the servicer losing documents the borrower sent. These challenges were
compounded by the sheer volume of borrower applications and inquiries
during this time.\15\ Changing documentation requirements created
further difficulties in converting trial loan modifications into
permanent loan modifications.
---------------------------------------------------------------------------
\14\ HAMP also required a Third-Party Authorization Form if the
borrower was represented by an attorney, a Dodd-Frank Verification
Form, and a demonstrated ability to make their monthly mortgage
payments following a loan modification. In additional to a loan
application and the standard required supporting documents, a
borrower might be asked to submit additional supporting
documentation based on the borrower's particular situation.
\15\ Off. of Special Inspector Gen. for the Troubled Asset
Relief Program (SIGTARP), Factors Affecting Implementation of the
Home Affordable Modification Program, at 26 (Mar. 25, 2010), https://www.sigtarp.gov/sites/sigtarp/files/Audit_Reports/Factors_Affecting_Implementation_of_the_Home_Affordable_Modification_Program.pdf.
---------------------------------------------------------------------------
Although both borrowers and servicers faced challenges in keeping
up with the documentation requirements of HAMP, the program provided
several protections for distressed borrowers. Among other things, HAMP
provided foreclosure protections to any borrower who submitted a HAMP
loss mitigation application and established program guidelines that
prohibited a servicer from referring a loan to foreclosure or
conducting a scheduled foreclosure sale until the borrower was either
evaluated for HAMP and determined to be ineligible, or the servicer had
made reasonable attempts to solicit the borrower and was
unsuccessful.\16\ This guidance was critical in beginning to address
the industry practice of ``dual-tracking'' borrowers, a practice where
servicers would accept and review loss mitigation applications while
simultaneously moving forward with foreclosure proceedings.
---------------------------------------------------------------------------
\16\ John Rao et al., NCLC, 10.6.1 HAMP Review As a Prerequisite
to Foreclosure, In Mortgage Servicing and Loan Modifications
(Digital version), https://library.nclc.org/book/mortgage-servicing-and-loan-modifications/1061-hamp-review-prerequisite-foreclosure
(last visited July 1, 2024).
---------------------------------------------------------------------------
In February 2012, 49 State attorneys general, the District of
Columbia, and the Federal government entered the National Foreclosure
Settlement \17\ with what were at the time the nation's five largest
mortgage servicers.\18\ It was the largest consumer financial
protection settlement in U.S. history. Along with $50 billion in relief
to distressed borrowers harmed by the wrongful foreclosures,\19\ the
settlement agreement included a description of when a servicer may
refer a borrower to foreclosure or conduct a foreclosure sale. The
settlement provided two standards for protecting borrowers from dual
tracking--one for before a servicer refers a borrower to foreclosure,
and the other for after the servicer has referred a borrower to
foreclosure.\20\ The 2013 Mortgage Servicing Final Rule was influenced
by the foreclosure protections introduced by HAMP and the National
Foreclosure Settlement.
---------------------------------------------------------------------------
\17\ CFPB, What was the National Mortgage Settlement?, https://www.consumerfinance.gov/ask-cfpb/what-was-the-national-mortgage-settlement-en-2071/ (last reviewed Sep. 8, 2020).
\18\ Id.
\19\ Id.
\20\ Stephanie C. Robinson & Kerri M. Smith, K&L Gates, National
Mortgage Foreclosure Settlement Tackles ``Dual Tracking'' of
Foreclosure and Loan Modification, Consumer Fin. Servs. Watch (Apr.
5, 2012), https://www.consumerfinancialserviceswatch.com/2012/04/05/national-mortgage-foreclosure-settlement-tackles-dual-tracking-of-foreclosure-and-loan-modification/.
---------------------------------------------------------------------------
C. CFPB's 2013 Mortgage Servicing Final Rule Aimed To Address the
Challenges Previously Observed Prior to and During the Foreclosure
Crisis
The CFPB finalized the 2013 Mortgage Servicing Final Rule in the
wake of the widespread default servicing failures of the preceding
years.\21\ The rule was designed to help ensure that mortgage servicers
maintain proper communication with borrowers and evaluate borrowers for
all available loss mitigation options within a reasonable
timeframe.\22\
---------------------------------------------------------------------------
\21\ 78 FR 10696 (Feb. 14, 2013) (2013 RESPA Servicing Final
Rule), 78 FR 10902 (Feb. 14, 2013) (2013 TILA Servicing Final Rule).
Throughout this notice, these rules are referred to collectively as
the ``2013 Mortgage Servicing Final Rule.''
\22\ Id.
---------------------------------------------------------------------------
Regulation X requires that a mortgage servicer obtain a complete
loss mitigation application from a borrower prior to making a
determination as to what loss mitigation option or options, if any, it
may offer to the borrower.\23\ A complete loss mitigation application
is defined in the 2013 Mortgage Servicing Final Rule as an application
for which the servicer has received all the information that the
servicer requires from a borrower in evaluating applications for any
loss mitigation options available to the borrower. The 2013 Mortgage
Servicing Final Rule also contains requirements aimed at ensuring that
borrowers know when their servicer has received their loss mitigation
application, whether the application is complete or incomplete, and, if
the application is incomplete, what additional information is needed to
make the application complete.\24\ Under the rule, the borrower
generally only receives foreclosure protections once the application is
complete.
---------------------------------------------------------------------------
\23\ 12 CFR 1024.41(c)(2)(i).
\24\ See CFPB, 2013 RESPA Servicing Rule Assessment Report, at
11 (Jan. 2019), https://files.consumerfinance.gov/f/documents/cfpb_mortgage-servicing-rule-assessment_report.pdf (Servicing Rule
Assessment Report).
---------------------------------------------------------------------------
The 2013 Mortgage Servicing Final Rule does contain limited
exceptions to the general requirement that servicers cannot offer
borrowers loss mitigation options based on an incomplete loss
mitigation application. For example, it allows servicers to offer
short-term forbearance programs or short-term repayment plans to
borrowers based on an incomplete loss mitigation application.\25\ Those
limited exceptions do not specifically address streamlined loan
modifications.
---------------------------------------------------------------------------
\25\ See 12 CFR 1024.41(c)(2)(iii); see also comments
41(c)(2)(iii)-1 and -4 (defining short-term payment forbearance
program and short-term repayment plan for purposes of the
regulation).
---------------------------------------------------------------------------
D. Streamlined Modifications and Other Borrower Protections Emerge
The concept of a low-to-no documentation loan modification was
introduced in the years following the foreclosure crisis. For example,
the Government Sponsored Enterprises (GSEs) Fannie Mae \26\ and Freddie
Mac \27\ introduced a streamlined
[[Page 60208]]
modification program in 2013. The GSE programs significantly reduced
the documentation requirements needed for servicers to evaluate
borrowers for a loan modification. The programs helped demonstrate that
streamlining the loan modification process can have benefits for
borrowers. For example, streamlined loan modifications generate
significantly more participation, according to a 2018 report by the
Urban Institute. The report, using data from 2012 to 2015, found that
the rate at which struggling borrowers agreed to participate in a
modification, or the ``take-up'' rate, improved from 20.2 percent
without streamlining to 29.2 percent with the program.\28\ Studies also
show that the streamlined loan modification programs not only increased
the take-up rate, but also resulted in strong loan performance two
years after implementation.\29\ Additionally, streamlining the loan
modification process eased capacity concerns for servicers.
---------------------------------------------------------------------------
\26\ Fannie Mae, Servicing Guide Announcement SVC-2013-05:
Streamlined Modifications, Conventional Mortgage Loan Modifications,
and Outbound Communications (Mar. 27, 2013), https://singlefamily.fanniemae.com/media/19256/display. This announcement
describes updates and clarifications to the introduction to
streamlined modifications, which targets borrowers whose mortgage
loans are at least 90 days delinquent and who meet the eligibility
requirements provided above. Prior to and after offering a
Streamlined Modification, a servicer must continue to comply with
the delinquency management and default prevention requirements in
the Servicing Guide.
\27\ Tracy Hagen Mooney, Freddie Mac, Bulletin--Number 2013-8:
New Freddie Mac Streamlined Modification and Updates to Freddie Mac
Standard Modification Requirements (Mar. 27, 2013), https://guide.freddiemac.com/ci/okcsFattach/get/1006761_3. This bulletin
announces the Freddie Mac Streamlined Modification which provides an
additional modification opportunity to certain borrowers who are at
least 90 days delinquent but not more than 720 days delinquent.
\28\ Laurie Goodman et al., Urb. Inst., Streamlining increases
the success of mortgage modifications by 34 percent, Urb. Wire (July
17, 2018), https://www.urban.org/urban-wire/streamlining-increases-success-mortgage-modifications-34-percent (Urban Wire 2018). While
the redefault rate for streamlined loan modifications were slightly
higher compared to standard modifications, the study concluded that
streamlined loan modification options provided a 7.9 percent net
benefit to all distressed borrowers.
\29\ Robert M. Dunsky, Fed. Hous. Fin. Agency (FHFA), Measures
of Home Retention Following a Loan Modification (Apr. 7, 2023),
https://www.fhfa.gov/blog/statistics/measures-of-home-retention-following-a-loan-modification.
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E. Loss Mitigation During the COVID-19 Pandemic
During the COVID-19 pandemic, mortgage delinquencies increased to
levels not seen since the foreclosure crisis.\30\ As a result, the
Federal Government enacted policies that allowed borrowers to easily
access loss mitigation options with limited documentation. These
policies, combined with the relatively strong equity position of
homeowners due to rapid home price appreciation and historically low
interest rates, enabled most borrowers to resume payments or pay off
their loan. Ultimately, foreclosures remained low, and credit losses to
investors were minimized.\31\ On March 27, 2020, the Coronavirus Aid,
Relief, and Economic Security Act (CARES Act) was signed into law.\32\
The legislation created certain protections for federally backed
mortgage loans that ran from the act's effective date until September
30, 2021.\33\ The CARES Act was followed by the Consolidated
Appropriations Act of 2021 to provide additional protections for
consumers affected by the ongoing COVID-19 pandemic.\34\ Among other
borrower protections, the CARES Act provided that all borrowers who
were financially affected either directly or indirectly by the COVID-19
pandemic, upon a request, had the option to temporarily suspend their
monthly mortgage payments. The CARES Act provided forbearance for up to
180 days for borrowers who asserted their financial hardship was caused
by the COVID-19 pandemic. Generally, documentation was not required,
and borrowers received foreclosure and fee protection.\35\
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\30\ Kristin Wong, CFPB, New data show improving yet sustained
housing insecurity risks (June 22, 2021), https://www.consumerfinance.gov/about-us/blog/new-data-show-improving-yet-sustained-housing-insecurity-risks/.
\31\ See generally U.S. Gov't Accountability Off., COVID-19
Housing Protections: Mortgage Forbearance and Other Federal Efforts
Have Reduced Default and Foreclosure Risks, GAO-21-554, (July 12,
2021), https://www.gao.gov/assets/gao-21-554.pdf.
\32\ Coronavirus Aid, Relief, and Economic Security Act (CARES
Act), H.R. 748, 116th Cong. (2020).
\33\ CARES Act section 4022 (2020).
\34\ Consolidated Appropriations Act of 2021, H.R. 133, 116th
Cong. (2020).
\35\ CARES Act section 4022 (2020); CFPB, CARES Act Forbearance
& Foreclosure, at 1 (May 2020), https://files.consumerfinance.gov/f/documents/cfpb_csbs_industry-forbearance-guide_2020-06.pdf. Under
the CARES Act, servicers also were required to extend the
forbearance for up to an additional 180 days at the request of the
borrower, provided that the request for an extension was made during
the covered period. The borrower could request that either the
initial or extended forbearance period be less than 180 days. See
CARES Act section 4022(b) and (c)(1).
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In February of 2021, the Federal Housing Administration (FHA), the
Federal Housing Finance Agency (FHFA), the United States Department of
Agriculture (USDA), and the Department of Veterans Affairs (VA) all
announced they were extending their forbearance programs beyond the
minimum 180 days required by the CARES Act.\36\ Under the agencies'
forbearance programs, nearly 5 million borrowers had a loan in
forbearance by May of 2020.\37\
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\36\ FHA, VA, and USDA permitted borrowers who were in a COVID-
19 forbearance program prior to June 30, 2020, to be granted up to
two additional three-month payment forbearance programs. See The
White House, Fact Sheet: Biden Administration Announces Extension of
COVID-19 Forbearance and Foreclosure Protections for Homeowners
(Feb. 16, 2021), https://www.whitehouse.gov/briefing-room/statements-releases/2021/02/16/fact-sheet-biden-administration-announces-extension-of-covid-19-forbearance-and-foreclosure-protections-for-homeowners/. FHFA stated that the additional three-
month extension allows borrowers to be in forbearance for up to 18
months. Eligibility for the extension was limited to borrowers who
are in a COVID-19 forbearance program as of February 28, 2021, and
other limits may have applied. See Press Release, FHFA, FHFA Extends
COVID-19 Forbearance Period and Foreclosure and REO Eviction
Moratoriums (Feb. 25, 2021), https://www.fhfa.gov/news/news-release/fhfa-extends-covid-19-forbearance-period-and-foreclosure-and-reo-eviction-moratoriums.
\37\ Intercontinental Exchange, Inc. (ICE), Mortgage Monitor
report--December 2023, at 23 (Dec. 2023), https://www.blackknightinc.com/wp-content/uploads/2023/12/ICE_MM_DEC2023_Report.pdf.
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As part of the overarching Federal approach to help borrowers
resume their mortgage payments, there was widespread adoption by
servicers of streamlined evaluations for permanent loan modifications,
which allowed borrowers to quickly be evaluated for and enter loss
mitigation programs, preventing avoidable foreclosures. Of borrowers
who exited forbearance, 29.4 percent obtained a streamlined payment
deferral to bring their loans current.\38\ The increased use and
availability of other loss mitigation tools, such as payment deferrals
and partial claims, also greatly contributed to positive borrower
outcomes.
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\38\ See Press Release, Mortg. Bankers Ass'n (MBA), Share of
Mortgage Loans in Forbearance Decreases to 0.29% in October (Nov.
20, 2023), https://www.mba.org/news-and-research/newsroom/news/2023/11/20/share-of-mortgage-loans-in-forbearance-decreases-to-0.29-in-october.
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Based on the success of the shift towards streamlined loan
modifications during the COVID-19 pandemic, the CFPB has preliminarily
concluded that the streamlined loss mitigation offers contributed to
performance for these loans after loss mitigation programs were
implemented. The loan performance of these loans was superior to
performance under the HAMP approach. The re-default rate for all
mortgages that exited COVID-19 loss mitigation programs was at the
relatively low rate of 10 percent as of June 7, 2022.\39\ By
comparison, the redefault rate for HAMP loan modifications was
approximately 46 percent as of April 30, 2013.\40\ In addition, the
types of loan modifications that were prevalent during the foreclosure
crisis generally do not offer payment relief in the current high
interest rate environment because the payments required under those
loan modifications would be higher than a borrower's current mortgage
payment. The Federal housing agencies have recently introduced mortgage
assistance programs specifically designed to
[[Page 60209]]
address high interest rate environments.\41\
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\39\ Id.
\40\ SIGTARP, Rising Redefault Rates of HAMP Mortgage
Modifications Hurt Homeowners, Communities and Taxpayers, at 6 (July
24, 2013), https://www.sigtarp.gov/sites/sigtarp/files/Audit_Reports/Rising_Redefaults_of_HAMP_Mortgage_Modifications.pdf.
\41\ See Anoush Garakani & Nanci Weissgold, Alston & Bird, LLP,
FHA and VA Announce New Loss Mitigation Option, Of Interest Consumer
Fin. Blog, (Apr. 15, 2024), https://www.alstonconsumerfinance.com/fha-and-va-announce-new-loss-mitigation-options/.
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F. Amendments to the Mortgage Servicing Rules
The CFPB has amended the 2013 Mortgage Servicing Final Rule several
times. Prior to the COVID-19 pandemic, these amendments were primarily
based on information gained about aspects of the 2013 Mortgage
Servicing Final Rule that posed implementation challenges or required
further clarification.\42\ In 2020, the CFPB issued an interim final
rule to amend Regulation X to assist mortgage borrowers with financial
hardships due to the COVID-19 pandemic by temporarily allowing mortgage
servicers to offer borrowers certain loss mitigation options based on
the evaluation of incomplete loss mitigation applications.\43\
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\42\ Since issuing the 2013 Mortgage Servicing Final Rule, the
CFPB has engaged in continuous forward-looking efforts to prevent
avoidable foreclosure. For example, in 2016 the CFPB outlined
consumer protection principles to guide mortgage servicers,
investors, government housing agencies, and policymakers as they
developed new foreclosure relief solutions. See CFPB, Consumer
Financial Protection Bureau Outlines Guiding Principles For The
Future Of Foreclosure Prevention (Aug. 2, 2016), https://www.consumerfinance.gov/about-us/newsroom/consumer-financial-protection-bureau-outlines-guiding-principles-future-foreclosure-prevention/.
\43\ CFPB, Treatment of Certain COVID-19 Related Loss Mitigation
Options Under the Real Estate Settlement Procedures Act (RESPA),
Regulation X; Interim Final Rule, 85 FR 39055 (June 30, 2020).
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In 2021, the CFPB proposed, and then finalized with changes another
rule to extend access to additional COVID-19-related loss mitigation
options without requiring evaluation of a complete loss mitigation
application.\44\ As a result, mortgage servicers could get borrowers
into certain streamlined loan modifications more quickly, ultimately
helping borrowers avoid foreclosure. Under both the 2020 and 2021
rules, servicers could offer these loss mitigation options without
evaluating a complete application only if the options had certain
borrower protections built in, such as a required waiver of certain
fees and charges.
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\44\ CFPB, Protections for Borrowers Affected by the COVID-19
Emergency Under the Real Estate Settlement Procedures Act (RESPA),
Regulation X, 86 FR 18840 (Apr. 9, 2021) (proposed rule); 86 FR
34848 (Aug. 31, 2021) (final rule). The rule also contained several
other provisions meant to protect borrowers experiencing financial
hardship due to the COVID-19 pandemic.
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B. Outreach and Engagement
Consistent with section 1022(b)(2)(B) of the CFPA, the CFPB has
consulted with the appropriate prudential regulators and other Federal
agencies, including regarding consistency with any prudential, market,
or systemic objectives administered by these agencies.
III. Legal Authority
The CFPB is issuing this proposed rule pursuant to its authority
under RESPA and the Dodd-Frank Wall Street Reform and Consumer
Protection Act (Dodd-Frank Act), including the authorities discussed
below. The CFPB is issuing this proposed rule in reliance on the same
authority relied on in adopting the relevant provisions of the 2013
RESPA Servicing Final Rule, as discussed in detail in the Legal
Authority section and Section-by-Section Analysis of the 2013 RESPA
Servicing Final Rule.\45\
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\45\ 78 FR 10696 (Feb. 14, 2013).
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A. RESPA
Section 19(a) of RESPA, 12 U.S.C. 2617(a), authorizes the CFPB to
prescribe such rules and regulations, to make such interpretations, and
to grant such reasonable exemptions for classes of transactions, as may
be necessary to achieve the purposes of RESPA, which include its
consumer protection purposes. In addition, section 6(j)(3) of RESPA, 12
U.S.C. 2605(j)(3), authorizes the CFPB to establish any requirements
necessary to carry out section 6 of RESPA. Section 6(k)(1)(E) of RESPA,
12 U.S.C. 2605(k)(1)(E) further authorizes the CFPB to prescribe
regulations that are appropriate to carry out RESPA's consumer
protection purposes.
The consumer protection purposes of RESPA, as articulated in the
2013 RESPA Servicing Final Rule and several subsequent rules amending
it, include ensuring that servicers respond to borrower requests and
complaints in a timely manner and maintain and provide accurate
information, helping borrowers prevent avoidable costs and fees, and
facilitating review for foreclosure avoidance options. The amendments
to Regulation X in this notice of proposed rulemaking are intended to
achieve some or all these purposes.
Specifically, and as described further below, the CFPB
preliminarily believes that a more flexible approach to the loss
mitigation process requirements in Regulation X would more effectively
assist borrowers with preventing avoidable foreclosure due in part to
the increased prevalence in recent years of streamlined loss mitigation
options. Streamlining and simplifying the loss mitigation process while
providing new borrower protections, as the CFPB is proposing to do,
would facilitate review for foreclosure avoidance options and help
borrowers prevent avoidable costs and fees.
B. Dodd-Frank Act
Section 1022(b)(1) of the Dodd-Frank Act, 12 U.S.C. 5512(b)(1),
authorizes the CFPB to prescribe rules ``as may be necessary or
appropriate to enable the Bureau to administer and carry out the
purposes and objectives of the Federal consumer financial laws, and to
prevent evasions thereof.'' RESPA is a Federal consumer financial
law.\46\ In addition, section 1032(a) of the Dodd-Frank Act authorizes
the CFPB to ``prescribe rules to ensure that the features of any
consumer financial product or service, both initially and over the term
of the product or service, are fully, accurately and effectively
disclosed to consumers in a manner that permits consumers to understand
the costs, benefits, and risks associated with the product or service,
in light of the facts and circumstances.'' \47\
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\46\ 12 U.S.C. 5481(12), (14).
\47\ 12 U.S.C. 5532(a).
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The authority granted to the CFPB in Dodd-Frank Act section 1032(a)
is broad and empowers the CFPB to prescribe rules regarding the
disclosure of the ``features'' of consumer financial protection
products and services generally. Accordingly, the CFPB may prescribe
rules containing disclosure requirements even if other Federal consumer
financial laws do not specifically require disclosure of such features.
Dodd-Frank Act section 1032(c) provides that, in prescribing rules
pursuant to Dodd-Frank Act section 1032, the CFPB ``shall consider
available evidence about consumer awareness, understanding of, and
responses to disclosures or communications about the risks, costs, and
benefits of consumer financial products or services.'' \48\ The CFPB
requests any such available evidence. The CFPB also requests comment on
any sources that the CFPB should consider in determining whether to
finalize the elements of this proposal prescribed under section
1032(a).
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\48\ 12 U.S.C. 5532(c).
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IV. Discussion of the Proposed Rule
A. Foreclosure Procedural Safeguards (Sec. 1024.41)
As discussed above, the CFPB seeks to improve upon the outcomes
from the
[[Page 60210]]
existing loss mitigation rules in Sec. 1024.41 and to enhance their
ability to account for a variety of macroeconomic conditions. To
accomplish this, the CFPB is proposing to remove most of the existing
requirements regarding incomplete and complete loss mitigation
applications and to replace them with a new framework based on
foreclosure procedural safeguards as discussed in more detail below in
this part. In general, under the proposed framework, once a borrower
makes a request for loss mitigation assistance, the loss mitigation
review cycle would begin, and a servicer would need to ensure that one
of the following procedural safeguards is met before beginning or
advancing the foreclosure process or charging certain fees: (1) the
servicer has reviewed the borrower for all available loss mitigation
options and no available loss mitigation options remain; or (2) the
borrower has not communicated with the servicer for at least 90 days
despite the servicer having regularly taken steps to communicate with
the borrower regarding their loss mitigation review. Among other
things, the amendments would permit a servicer to review a borrower for
loss mitigation options sequentially, instead of simultaneously. The
foreclosure and fee protections would remain throughout the loss
mitigation review cycle, until the borrower has come current or one of
the procedural safeguards applies, much as is the case now for
borrowers who are able to complete their loss mitigation applications.
The proposed framework is intended to ensure that borrowers have a
meaningful opportunity to be reviewed for loss mitigation without
unnecessary delay. The CFPB preliminarily determines that stopping the
advancement of foreclosure and the accumulation of certain fees on the
borrower's account throughout the loss mitigation review cycle will
provide strong incentives for servicers to complete loss mitigation
reviews quickly and accurately.
1. Existing Loss Mitigation Procedures and Foreclosure Protections and
the Proposed Loss Mitigation Landscape
At the time the CFPB finalized the existing overall complete
application framework in the 2013 Mortgage Servicing Final Rule,
described in part II and below, the CFPB stated that significant
consumer benefits would result from requiring that borrowers be
considered for all loss mitigation options in a single process. The
CFPB stated that borrowers incurred more significant burdens in the
market as evaluations occurred sequentially over time and borrower
documents and information had to be continuously updated to make such
documents and information current. The CFPB stated that the 2013
Mortgage Servicing Final Rule eliminated the need for borrowers to
submit multiple applications for different loss mitigation options and
provided for more efficient compliance by servicers with the
requirements of the rule.
As detailed in part II, the loss mitigation landscape has changed
dramatically over the past several years. The CFPB has preliminarily
determined that streamlined loss mitigation options and the ability to
do sequential review, with appropriate consumer safeguards, can help
borrowers access loss mitigation more quickly and increase borrowers'
chances of being able to avoid foreclosure.
Both industry and consumer groups have urged the CFPB to revise the
existing regulatory framework to permit additional flexibility. In
response to the CFPB's 2022 Request for Information Regarding Mortgage
Refinances and Forbearances,\49\ numerous stakeholders noted that the
flexibility to more easily offer streamlined loss mitigation options
would benefit borrowers, servicers, and investors.
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\49\ See 87 FR 58487 (Sept. 27, 2022); see also CFPB, Request
for Information Regarding Mortgage Refinances and Forbearances
(Sept. 22, 2022), https://www.consumerfinance.gov/rules-policy/notice-opportunities-comment/archive-closed/request-for-information-regarding-mortgage-refinances-and-forbearances/.
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Under the existing rule, a borrower's foreclosure protections are
largely based on whether and when the borrower has submitted a complete
loss mitigation application to the servicer. As defined in existing
Sec. 1024.41(b), a complete application is an application in
connection with which the servicer has received all the information
that the servicer requires from a borrower in evaluating applications
for the loss mitigation options available to the borrower. In general,
only if a servicer receives a complete application more than 37 days
before a foreclosure sale must the servicer halt certain foreclosure
activity while evaluating the borrower for all available loss
mitigation options. Borrowers are also protected by a series of
procedural requirements in existing Sec. 1024.41(b) through (i),
including notice requirements informing the borrower of what documents
must be submitted and when, evaluation timeframes for servicers and
related notices, and certain exceptions for when a servicer can offer a
borrower any loss mitigation option based on an incomplete application.
The limited number of exceptions for evaluation based on an incomplete
application include specific requirements for each exception.
2. The Proposed Foreclosure Procedural Safeguards Framework
The CFPB proposes to remove most of the application-based framework
from Sec. 1024.41, including the entirety of Sec. 1024.41(b). As
discussed in detail below, the CFPB also proposes to replace the
existing prohibitions on foreclosure referral and sale in Sec.
1024.41(f)(2) and (g) with a streamlined set of foreclosure procedural
safeguards in revised Sec. 1024.41(f)(2) and (3). The procedural
safeguards refer to a loss mitigation review cycle and a request for
loss mitigation assistance, which are proposed as new defined terms.
The CFPB proposes to delete existing Sec. 1024.41(g) in its entirety
and to remove the temporary COVID-19 procedural safeguards at Sec.
1024.41(f)(3). In addition, as discussed in part IV.C, the CFPB
separately proposes new loss mitigation determination notice
requirements in revised Sec. 1024.41(c) that incorporate certain
aspects of existing Sec. 1024.41(c)(1), (c)(4) and (d) and proposes
other revisions to existing Sec. 1024.41(e), (h), (i) and (k) to
conform to the other changes discussed throughout this notice. The CFPB
would retain both the pre-foreclosure review period in existing Sec.
1024.41(f)(1) and the small servicer requirements in existing Sec.
1024.41(j) unchanged. Section 1024.41 generally does not apply to small
servicers, but the pre-foreclosure review period in existing Sec.
1024.41(f)(1) does apply to small servicers, and will continue to apply
to small servicers if this proposal is finalized.
Under proposed Sec. 1024.41(f)(2), a loss mitigation review cycle
begins when a borrower makes a request for loss mitigation assistance
more than 37 days before a foreclosure sale. Once the cycle begins, the
servicer would be required to ensure that one of the following
procedural safeguards is met before making the first notice or filing
required by applicable law for any judicial or non-judicial foreclosure
process, or if applicable, before advancing the foreclosure process:
(1) the servicer has reviewed the borrower for all available loss
mitigation options and no available loss mitigation options remain, the
servicer has sent the borrower all notices required by Sec. 1024.41(c)
and (e), if applicable, and the borrower has not requested any appeal
within the applicable time period or, if applicable, all of the
borrower's appeals have been denied; or (2) the borrower has not
[[Page 60211]]
communicated with the servicer for at least 90 days despite the
servicer having regularly taken steps to communicate with the borrower
regarding their loss mitigation review. The proposed fee provision in
Sec. 1024.41(f)(3) would provide that during a loss mitigation review
cycle, no fees beyond the amounts scheduled or calculated as if the
borrower made all contractual payments on time and in full under the
terms of the mortgage contract shall accrue on the borrower's account.
i. Loss Mitigation Review Cycle
The CFPB proposes a new definition, loss mitigation review cycle,
in Sec. 1024.31 to describe the period of time that the proposed
procedural safeguards in Sec. 1024.41(f)(2)(i)-(ii) and (f)(3) would
be in effect. Loss mitigation review cycle would mean a continuous
period of time beginning when the borrower requests loss mitigation
assistance, provided the request is made more than 37 days before a
foreclosure sale. A loss mitigation review cycle would end when a
servicer implements a loss mitigation solution for the borrower so that
the borrower's loan is brought current, or when one of the procedural
safeguards in paragraph (f)(2)(i) or (ii) are met.
A loss mitigation review cycle would continue while a borrower is
in a temporary or trial loss mitigation period, such as a forbearance
or loan modification trial payment plan, and the loan has not yet been
brought current. The loss mitigation review cycle would continue during
forbearance. Borrowers in forbearance would typically need additional
loss mitigation assistance to become current. The cycle would also
continue during a trial payment plan, to provide the borrower an
adequate opportunity to perform on the plan and become current. If the
trial is unsuccessful and the borrower is not brought current, the
servicer must ensure that one of the procedural safeguards in paragraph
(f)(2)(i) or (ii) is met before the cycle ends and the servicer can
begin or advance foreclosure.
ii. Request for Loss Mitigation Assistance
The CFPB proposes to add request for loss mitigation assistance as
a new defined term in Sec. 1024.31 to mean any oral or written
communication, occurring through any usual and customary channel for
mortgage servicing communications, whereby a borrower asks a servicer
for mortgage relief. Thus, a loss mitigation review cycle would begin
as soon as the borrower simply asks for mortgage relief or otherwise
indicates that they need mitigation assistance. As discussed in detail
below, the CFPB intends for the definition of request for mortgage
relief to be construed broadly.
After the 120-day pre-foreclosure review period provided in Sec.
1024.41(f)(1) elapses, the existing rules make certain foreclosure
safeguards provided in Sec. 1024.41 contingent on the borrower having
submitted a complete loss mitigation application. As a result, if a
loan is more than 120 days delinquent and the borrower has yet to
submit a complete loss mitigation application, the existing rules allow
servicers to initiate, continue, or conduct foreclosures against
borrowers while they participate in the loss mitigation review process,
a practice known as ``dual tracking.'' Dual tracking can cause
substantial consumer harm to borrowers and investors alike. For
example, dual tracking can result in inconsistent and confusing
communications, servicing errors, and additional costs to borrowers.
These types of harms increase the risk that borrowers will not complete
the loss mitigation process successfully, which in turn can lead to
foreclosures that borrowers and investors otherwise could have
avoided.\50\
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\50\ See 78 FR 10696, 10819 (Feb. 14, 2013).
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The proposed rule would significantly reduce the periods during
which dual tracking could occur by establishing procedural safeguards
against foreclosure that begin as soon as the borrower makes a request
for loss mitigation assistance and that continue for the entire loss
mitigation review cycle. The CFPB anticipates that beginning
foreclosure protections earlier in the loss mitigation process would
provide an additional incentive for servicers to review borrowers for
loss mitigation quickly and accurately. This incentive will be
particularly important if the CFPB finalizes the other proposed changes
to Sec. 1024.41, many of which would remove prescriptive timelines for
servicers' review of borrowers' requests for loss mitigation
assistance.
Under the proposed rule, a borrower could make a request for loss
mitigation assistance either orally or in writing. Borrowers currently
ask their servicers to review them for loss mitigation assistance both
orally and in writing, and excluding either oral or written
communications could unduly restrict a borrower's ability to request
review for loss mitigation assistance. However, to ensure that a
request for loss mitigation assistance is directed to appropriate
servicer personnel, the proposed definition also specifies that the
request must come through the servicer's usual and customary channels
for mortgage servicing communications. Because a request for loss
mitigation assistance halts foreclosure initiation or advancement until
the foreclosure procedural safeguards are met, the CFPB has
preliminarily determined that servicers should be able to expect
borrowers to reach out to personnel capable of either escalating or
acting on their requests for loss mitigation assistance. As a result,
certain borrower communications would not meet the definition of a
request for loss mitigation assistance. For example, requests for
mortgage relief made through informal channels, such as social media
messaging or handwritten notes on payment coupons, would not constitute
a request for loss mitigation assistance under the proposed rule unless
the servicer used such informal channels for mortgage servicing
communications.
The proposed rule further specifies that a request for loss
mitigation assistance is to be construed broadly. A borrower does not
need to use a specific form or any specific language to submit a
request for loss mitigation assistance that triggers the proposed
foreclosure procedural safeguards in Sec. 1024.41(f)(2). Additionally,
a servicer should presume that a borrower who experiences a delinquency
as defined in Sec. 1024.31 has made a request for loss mitigation
assistance when they contact the servicer unless they clearly express
some other intention. For example, a borrower who calls to inform the
servicer that they will make a payment tomorrow has, absent more, not
made a request for loss mitigation assistance.
The proposed rule provides three examples of communications that
would be considered requests for loss mitigation assistance while also
clarifying that these examples are not exhaustive. The first proposed
example provides that a request for loss mitigation assistance includes
any communication in which a borrower expresses an interest in pursuing
a loss mitigation option, as defined in existing Sec. 1024.31.
Therefore, a request for loss mitigation assistance would include any
request from a borrower for temporary or long-term relief, including
options that allow borrowers who are behind on their mortgage payments
to remain in their homes or to leave their homes without a foreclosure,
such as, without limitation, refinancing, trial or permanent
modification, repayment of the amount owed over an extended period of
time, forbearance of future payments, short-sale, deed-in-lieu of
foreclosure, and loss mitigation
[[Page 60212]]
programs sponsored by a locality, a State, or the Federal government.
Consistent with the directive to construe a request for loss mitigation
assistance broadly, a borrower would not need to ask their servicer to
review them for a specific loss mitigation option; rather, the borrower
could simply express a general interest in goals such as staying in
their home, receiving payment assistance, pursuing an alternative to
foreclosure, or some combination of those objectives. To emphasize this
point further, the second proposed example provides that a request for
loss mitigation assistance includes situations in which a borrower
indicates that they have experienced a hardship and asks the servicer
for assistance with making payments, retaining their home, or avoiding
foreclosure.
The third proposed example provides that a request for loss
mitigation assistance includes any communication in which, in response
to a servicer's unsolicited offer of a loss mitigation option, a
borrower expresses an interest in pursuing the loss mitigation option
offered or any other loss mitigation option. The CFPB intends this
example to clarify that an unsolicited offer of a loss mitigation
option from a servicer would be considered a request for loss
mitigation assistance if, in response to the offer, the borrower
expressed any interest in exploring an alternative to foreclosure, even
if the borrower expresses disinterest in the specific unsolicited
offer. The CFPB preliminarily views this clarification as necessary to
ensure that a borrower's response to a servicer's unsolicited offer of
loss mitigation would trigger the procedural safeguards against
foreclosure in proposed Sec. 1024.41(f) as long as such response
included a request for some form of mortgage relief.
Additionally, the proposed rule would establish a process that is
similar to the process provided in existing comment 31 (Loss Mitigation
Application)-1 for vetting a borrower's representative who submits a
loss mitigation application on behalf of a borrower. The CFPB
preliminarily finds it reasonable to allow a borrower's representative
to make a request for loss mitigation assistance on a borrower's
behalf. For example, a borrower in need of loss mitigation assistance
may ask a housing counselor or other knowledgeable person to assist
them in making a request for loss mitigation assistance. However, the
CFPB acknowledges that servicers may have concerns regarding potential
liability under State and Federal privacy laws for communicating with a
person claiming to be a representative of a borrower. To address these
concerns, proposed comment 31 (Request for Loss Mitigation Assistance)-
1 would clarify that servicers may use reasonable procedures to
determine if a person who claims to be an agent of a borrower has
authority from the borrower to act on the borrower's behalf. Reasonable
procedures may include, for example, requiring purported agents to
provide documentation from a borrower stating that the purported agent
is acting on the borrower's behalf. Upon receipt of such documentation,
the servicer would treat a request for loss mitigation assistance as
having been submitted by the borrower.
The proposed rule also would address servicer's options for
handling requests for loss mitigation assistance received from
potential successors in interest. Existing comments 41(b)-1.i and .ii
currently address servicers' options for reviewing and evaluating loss
mitigation applications received from potential successors in interest.
The proposed rule would renumber these comments as comments 41(f)(2)-
7.i and ii and then amend them to reflect the new foreclosure
protections in Sec. 1024.41(f)(2).
Specifically, proposed comment 41(f)(2)-7.i would provide that, if
a servicer receives a request for loss mitigation assistance from a
potential successor in interest before confirming that person's
identity and ownership interest in the property, the servicer may, but
is not required to, comply with the foreclosure procedural safeguards
in Sec. 1024.41(f)(2) with respect to that person. The proposed
comment also would clarify how Sec. 1024.41(i)'s limitation on
duplicative requests applies to that person.
Proposed comment 41(f)-7.ii would provide that, if a servicer
receives a request for loss mitigation assistance from a potential
successor in interest and elects not to comply with the foreclosure
procedural safeguards before confirming that person's status, the
servicer must comply with those safeguards with respect to that person
as soon as the person becomes a confirmed successor in interest and
must treat the request for loss mitigation assistance as if it had been
received on the date that the servicer confirmed the successor in
interest's status.
The CFPB is seeking comment on these proposed requirements and
associated commentary and, in particular, requests comment on the
following issues:
(i) Should the proposed definition of a request for loss mitigation
assistance limit the communication channels through which borrowers may
make requests for loss mitigation assistance? What alternative channels
should the CFPB consider, if any?
(ii) Are there additional examples of requests for loss mitigation
assistance the CFPB should provide?
(iii) Should the rule require servicers to provide borrowers with
notices that acknowledge when borrowers have made requests for loss
mitigation assistance? If so, what information should such notice
provide? What potential challenges and burdens might such notice create
for servicers?
iii. Advancing the Foreclosure Process
As noted above, the CFPB is proposing procedural safeguards that,
under certain circumstances, limit any actions that advance the
foreclosure process beginning when borrowers have requested loss
mitigation assistance. Under existing Sec. 1024.41(f) and (g),
servicers are prohibited from making the first notice or filing
required by applicable law for any judicial or non-judicial foreclosure
process under certain circumstances, as well as from moving for
foreclosure judgment or order of sale or conducting a foreclosure sale
under other circumstances. These restrictions not only apply to
servicers, but also foreclosure counsel retained by servicers. However,
currently, servicers may still proceed with other interim foreclosure
actions, such as mediation or arbitration, even if those actions may
not be beneficial to the borrower or may be unnecessary for borrowers
that shortly thereafter obtain loss mitigation.
The CFPB has heard from some stakeholders that while some
foreclosure actions can prompt borrowers to cure delinquency, other
actions that advance the foreclosure process after a borrower has
requested loss mitigation assistance and while the servicer is
evaluating them for such assistance can confuse borrowers and affect
the success of that request. Additionally, borrowers and servicers may
accrue foreclosure costs (often the responsibility of the borrower
under the loan contract) that could be avoided if foreclosure actions
were paused during loss mitigation review. For example, servicer
foreclosure counsel and borrower attorneys may both continue to file
required affidavits and responses in foreclosure litigation, drafting
and preparing responses and filings that may not eventually be required
if the borrower is approved for loss mitigation. The legal fees and
filing costs for such actions, which are often paid by the borrower
either out of their own funds or added to the balance of the borrower's
mortgage, could be
[[Page 60213]]
avoided if foreclosure processes were halted during the loss mitigation
review.
When finalizing existing Sec. 1024.41(f) and (g) in 2013, the CFPB
stated it recognized foreclosure processes were complex. To balance the
needs of borrowers, servicers, and investors, the CFPB limited
foreclosure prohibitions to foreclosure initiation and sale but did not
prohibit interim actions. However, since that time, the CFPB has heard
that many servicers now typically place a complete hold on foreclosure
activity upon receipt of a complete loss mitigation application. Given
this shift in industry practice, in proposing to replace the existing
complete application framework as discussed above, the CFPB has
preliminarily determined that building on that shift in industry
practice by including foreclosure advancement in the foreclosure
procedural safeguards, in addition to initiation and sale, will help
address concerns about borrower confusion and costs related to interim
foreclosure actions that advance the foreclosure process. Applying the
foreclosure procedural safeguards to foreclosure advancement might also
help provide servicers with additional incentive to quickly and
accurately review loss mitigation requests so that they can proceed
with foreclosure activity (if the proposed procedural safeguards are
met) when necessary. As a result, the CFPB is proposing to require that
when a borrower requests loss mitigation assistance more than 37 days
before a foreclosure sale, a servicer is required to ensure that one of
the safeguards discussed below in this part is met before it makes the
first notice or filing required by applicable law for any judicial or
non-judicial foreclosure process, or if applicable, before advancing
the foreclosure process. If a borrower requests loss mitigation
assistance more than 37 days before a foreclosure sale, but the
foreclosure process advances without one of the safeguards being met,
the foreclosure advancement would constitute a violation of this
regulation, if finalized as proposed.
Under the proposed rule, advancing the foreclosure process would
include any judicial or non-judicial actions that advance the
foreclosure process and were not yet completed prior to the borrower's
request for a loss mitigation option. Such actions might include, for
example, certain filings, such as those related to mediation,
arbitration, or reinstatement that take place prior to final order or
sale; certain affidavits, motions, and responses that advance the
foreclosure process; or recordings or public notices that occur before
a final foreclosure judgment or sale. The CFPB is not proposing to
require servicers to dismiss pending foreclosures. However, actions
such as necessary filings to pause the foreclosure proceedings may be
required until the safeguards are met. The CFPB is seeking comment on
all aspects of these proposed requirements and in particular requests
comment on the following issues:
(i) Should the CFPB provide or codify additional detail as to the
meaning of advancing the foreclosure process, and if so, what details
should it provide?
(ii) Are there State or local foreclosure laws or requirements that
might affect a servicer's ability to comply with this requirement, and
if so, how?
(iii) Should the CFPB consider excepting any interim foreclosure
actions, such as mediation or arbitration, where the borrower would
prefer to participate in those meetings, and if so, should the CFPB
identify any minimum standards for servicers to determine borrower
preference regarding participation in those meetings?
iv. No Remaining Loss Mitigation Options
The CFPB proposes that the procedural safeguards in Sec.
1024(f)(2) would apply during a loss mitigation review cycle, as
defined in Sec. 1024.31. As long as a borrower requests loss
mitigation assistance more than 37 days before a foreclosure sale, the
servicer would be required to ensure that one of the procedural
safeguards in Sec. 1024.(f)(2)(i) or (ii) is met before making the
first notice or filing required by applicable law for any judicial or
non-judicial foreclosure process, or if applicable, before advancing
the foreclosure process. The CFPB preliminarily determines that this
proposed approach will create incentives for servicers to review
borrowers for loss mitigation quickly and accurately and will also
effectively protect borrowers from avoidable foreclosures and certain
fees.
Under the first proposed procedural safeguard in Sec.
1024.41(f)(2)(i), a servicer would be able to begin or advance the
foreclosure process if the servicer has reviewed the borrower for loss
mitigation and no available loss mitigation options remain, the
servicer has sent the borrower all notices required by proposed Sec.
1024.41(c)(1) and (h)(4) if applicable, and the borrower has not
requested any appeal within the applicable time period or, if
applicable, all of the borrower's appeals have been denied.\51\
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\51\ Regarding the reference to notices and appeals in Sec.
1024.41(f)(2)(i), see the discussion of the proposed rule's
amendments to Sec. 1024.41(c) and (h).
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Existing comment 31 (Request for Loss Mitigation Assistance)-2,
which the CFPB is not proposing to amend, provides that a loss
mitigation option is available through the servicer if it is an option
for which the borrower may apply, even if the borrower ultimately does
not qualify for that option. For purposes of proposed Sec. 1024.41, a
loss mitigation option would not be available if (1) the borrower
affirmatively opts out of review for that option; (2) the servicer
offers the borrower the option and the borrower rejects it; or (3) the
servicer finds the borrower ineligible for the option.
The CFPB is proposing to retain existing Sec. 1024.41(a), which
clarifies that Sec. 1024.41 imposes no duty on a servicer to provide a
borrower with any specific loss mitigation option. The CFPB
acknowledges that a servicer must follow applicable investor guidelines
regarding which loss mitigation options, if any, are available to the
borrower and for which the borrower may qualify.
Under the proposed framework, a servicer would not be required to
collect a complete loss mitigation application for all available
options prior to making a determination about whether to deny or offer
a loss mitigation option to a borrower. As a result, the servicer would
have more flexibility to review a borrower for loss mitigation options
sequentially rather than simultaneously, although a simultaneous review
would be permitted. While the CFPB expects that this approach would
create incentives for servicers to conduct loss mitigation reviews and
place borrowers into loss mitigation options quickly, the CFPB
recognizes that more complex situations may arise. For example, under
the proposed framework, a borrower may decline an offer for a specific
type of loss mitigation and seek first to learn what other options
exist. The servicer may evaluate the borrower for additional options
and the borrower may later decide that they would like to accept the
offer that they previously declined. Investor guidelines, including
what are commonly referred to as waterfalls, will continue to determine
whether any loss mitigation option is available and whether the
borrower qualifies for a given option.\52\ However, as further
discussed in part IV.C, to achieve the goal that borrowers be
[[Page 60214]]
informed of whether certain loss mitigation options are or will
continue to be available, the CFPB is proposing to add loss mitigation
determination notice disclosure requirements related to this issue. The
CFPB encourages servicers to work with borrowers throughout the loss
mitigation process, including by allowing borrowers to select an option
that the borrower previously rejected, subject to investor
requirements.
---------------------------------------------------------------------------
\52\ A waterfall is an evaluation criteria that sets an order
ranking for evaluation of loss mitigation options.
---------------------------------------------------------------------------
Similarly, the CFPB encourages a servicer to re-review a borrower
for an option for which the borrower was previously denied during the
same loss mitigation review cycle. Such a review may be due to changed
borrower circumstances or other reasons, subject to investor
requirements. The CFPB is proposing changes to Sec. 1024.41(i) and
deleting no longer applicable commentary regarding duplicative requests
to align that provision with the new proposed regulatory framework. The
proposed language clarifies that servicers must comply with the
requirements of Sec. 1024.41 for a borrower's request for loss
mitigation assistance during the same loss mitigation review cycle
unless one of the procedural safeguards is met.
A loss mitigation review cycle would continue while a borrower is
in a temporary or trial loss mitigation period, such as a forbearance
or loan modification trial payment plan, and the loan has not yet been
brought current. Thus, if a borrower were placed in a loan modification
trial payment plan and missed a payment or otherwise became unable to
perform on the trial plan, the servicer would not be permitted to
advance the foreclosure process immediately. Rather, the servicer would
be required to review the borrower for any remaining available loss
mitigation options.
The CFPB requests comment on all aspects of proposed Sec.
1024.41(f)(2)(i), including the advantages and disadvantages of
permitting a sequential review process.
v. Unresponsive Borrower
Under the second proposed procedural safeguard in Sec.
1024.41(f)(2)(ii), a servicer would be able to begin or advance the
foreclosure process if the servicer has regularly taken steps to
identify and obtain any information and documents necessary from the
borrower to determine which loss mitigation options, if any, it will
offer to the borrower, and, if the servicer has made a loss mitigation
determination, has regularly taken steps to reach the borrower
regarding that determination, but the borrower has not communicated
with the servicer for at least 90 days.
The CFPB preliminarily determines that allowing a servicer to
proceed with foreclosure for a borrower who has been unresponsive for
less than 90 days may encourage less rigorous and less effective
servicer outreach. The CFPB proposes comment 41(f)(2)(ii)-3 to clarify
that servicers cannot delay or procrastinate in their efforts to obtain
information or documentation necessary to evaluate a borrower for loss
mitigation, and that servicers cannot delay or procrastinate in their
efforts to notify borrowers of available loss mitigation options.
Accordingly, comment 41(f)(2)(ii)-3 states that, although a servicer
has flexibility to establish its own requirements regarding the
documents and information necessary for a loss mitigation review,
throughout the loss mitigation review cycle, the servicer must
regularly communicate the status of the loss mitigation review to the
borrower, which includes requesting documentation and information that
the servicer requires from the borrower and communicating available
loss mitigation options.
This proposed procedural safeguard, requiring that the servicer has
regularly taken steps to identify and obtain any information and
documents necessary from the borrower and has regularly taken steps to
reach the borrower, is intended to ensure that servicers are making
efforts to be in regular contact with borrowers during the loss
mitigation review cycle before moving forward in circumstances where a
borrower is unresponsive. This safeguard is based on the existing
rule's requirement that servicers exercise reasonable diligence in
obtaining documents and information from the borrower to complete the
loss mitigation application. In exercising reasonable diligence,
servicers must promptly communicate with borrowers about the status of
their application, any missing documents or information the servicer
needs to evaluate the borrower for loss mitigation, and any deadlines
by which the borrower should submit the documents or information the
servicer needs. Once a servicer obtains all the information and
documentation from the borrower to evaluate the loss mitigation
application, the servicer is required to communicate to the borrower
that the application is complete, and later communicate what loss
mitigation options, if any, it can offer to the borrower.
While the proposed loss mitigation framework removes most of the
existing requirements regarding incomplete and complete loss mitigation
applications, the CFPB has preliminarily determined that the proposed
procedural safeguard requiring that servicers regularly communicate
with borrowers at various stages of the loss mitigation review cycle
before servicers can begin or advance foreclosure will protect
borrowers from avoidable foreclosure. Moreover, while the CFPB proposes
to replace the term ``reasonable diligence'' with the ``regularly taken
steps'' phrasing that uses simpler language, it does not intend to
reduce or lessen a servicer's existing obligation to identify and
obtain needed information and to communicate with borrowers about their
loss mitigation determination status. For example, under the proposed
rule, servicers would still be required to reach out to borrowers
through multiple live and written methods, including the borrower's
preferred method if so indicated.
Even as the CFPB expects servicers to be in regular contact with
borrowers seeking loss mitigation, including borrowers who have been
unresponsive for a period of time, the CFPB acknowledges that it would
be harmful to borrowers, servicers, and investors if a servicer was
never able to begin or advance the foreclosure process. The CFPB
preliminarily believes 90 days is a sufficient timeframe to allow
borrowers to respond to a servicer's communication attempts. The CFPB's
proposal of 90 days is similar to the timeframe used for the
unresponsive borrower provision of the temporary special COVID-19 loss
mitigation procedural safeguards put in place in 2021.\53\
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\53\ 86 FR 34848, 34885 (June 30, 2021).
---------------------------------------------------------------------------
The CFPB also proposes several changes to commentary to clarify
proposed Sec. 1024.41(f)(2)(ii). The CFPB proposes to make minor
amendments to existing comment 41(f)(3)(ii)(C)-1 and transfer it to
proposed comment 41(f)(2)(ii)-1. Existing comment 41(f)(3)(ii)(C)-1
provided clarity regarding when a borrower was considered to be
unresponsive for purposes of the now expired temporary special COVID-19
loss mitigation procedural safeguards in Sec. 1024.41(f)(3). The CFPB
is proposing to remove the last sentence of comment 41(f)(3)(ii)(C)-1,
since that sentence was primarily applicable to borrowers who may not
have communicated with their servicer at all since becoming delinquent.
The CFPB preliminarily determines that the subject sentence has limited
utility for the new proposed procedural safeguards in Sec. 1024.41(f).
The CFPB is also proposing to relocate existing comment
[[Page 60215]]
41(f)(3)(ii)(C)-2, which generally provides that communication from a
borrower's representative constitutes communication from the borrower
themselves, to proposed comment 41(f)(2)(ii)-2. Though existing comment
41(f)(3)(ii)(C)-2 was finalized as part of the now expired temporary
special COVID-19 loss mitigation procedural safeguards in Sec.
1024.41(f)(3), the CFPB preliminarily believes that it remains
applicable to the new proposed procedural safeguards in Sec.
1024.41(f), and therefore proposes to relocate it without amendment.
The CFPB requests comment on all aspects of proposed Sec.
1024.41(f)(2)(ii) and, in particular, requests comment on the following
issues:
(i) Does 90 days provide borrowers with a sufficient amount of time
to respond to a servicer's communication and avoid foreclosure? If not,
what amount of time is sufficient?
(ii) Does the CFPB's proposal to require servicers to regularly
take steps to obtain information and to regularly take steps to contact
borrowers before making the first notice or filing required by
applicable law for any judicial or non-judicial foreclosure process, or
if applicable, before advancing the foreclosure process, adequately
provide servicers with the appropriate incentives to make regular
attempts to obtain missing information or contact the borrower
regarding loss mitigation determinations? Should the CFPB consider more
specific requirements, or provide additional clarification in the
commentary, for determining when a servicer has ``regularly taken
steps'' in accordance with proposed Sec. 1024.41(f)(2)(ii)? Are there
ways that the CFPB could further simplify and streamline these proposed
requirements?
vi. Abandoned Property
The CFPB recognizes that the 2021 Mortgage Servicing Final Rule's
temporary special COVID-19 procedural safeguards included an exception
for abandoned property, generally stating that the servicer may begin
the foreclosure process if the property securing the mortgage loan is
abandoned according to the laws of the State or municipality where the
property is located. As described in the preamble to that rule, this
procedural safeguard was specific to the circumstances of the COVID-19
pandemic, including the extended foreclosure moratorium, and the
expected surge in foreclosure activity. The CFPB stated that this
safeguard was not intended to define abandoned property or principal
residence more broadly for purposes of Regulation X. The CFPB requests
comment on all aspects of proposed Sec. 1024.41(f)(2)(ii), including
on whether the CFPB should include an abandoned property exception in
this rulemaking, and, if so, what the content of that exception should
be.
vii. Fee Protections
The CFPB proposes to replace the temporary COVID-19 procedural
safeguards at Sec. 1024.41(f)(3) with a proposed requirement that
during a loss mitigation review cycle, no fees beyond the amounts
scheduled or calculated as if the borrower made all contractual
payments on time and in full under the terms of the mortgage contract
shall accrue on the borrower's account.
The CFPB preliminarily determines that borrowers who have made a
request for loss mitigation assistance should not continue accruing
fees that make it harder for them to resolve the delinquency and avoid
foreclosure. In addition, the CFPB preliminarily determines that fee
protections may create incentives for servicers under the proposed new
framework to efficiently process a borrower's request for loss
mitigation assistance and evaluate them for loss mitigation solutions
quickly and accurately.
The CFPB has previously acknowledged that the waiver of
delinquency-related fees benefits borrowers who are already
experiencing financial hardship. In the 2020 Mortgage Servicing Interim
Final Rule and the 2021 Mortgage Servicing Final Rule (COVID-19-related
mortgage servicing rules finalized in line with section 4022 of the
CARES Act,\54\ which restricted the accrual of interest, penalties, and
fees during forbearance), the CFPB allowed servicers to offer certain
loss mitigation options to borrowers even if the borrowers had not yet
submitted a complete application, as long as the options incorporated a
fee waiver as a safeguard. In the 2020 Mortgage Servicing Interim Final
Rule, the CFPB explained that benefits of the fee waiver included (1)
eliminating the immediate potential risk of foreclosure, (2) permitting
borrowers to resume repayment with no delinquency and no additional
fees or interest, and (3) enabling borrowers to better plan how to
eventually repay the amount that was deferred. Similarly, in the 2021
Mortgage Servicing Final Rule, the CFPB explained that loss mitigation
options qualifying for the complete application exception adopted in
the final rule (which included required fee waivers) avoided imposing
additional economic hardship on borrowers who had already experienced
prolonged hardship due to the pandemic.
---------------------------------------------------------------------------
\54\ The Coronavirus Aid, Relief, and Economic Security Act
(CARES Act), Public Law 116-136, section 4022, 134 Stat. 281, 490
(2020).
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The proposed fee protection would be broad, and would restrict the
accrual of interest, penalties, and fees during the loss mitigation
review cycle. Though this broad prohibition may result in servicers
making payments to third party companies for delinquency-related
services that servicers may not be able to recoup, as stated above, the
CFPB preliminarily determines that this result may further create
incentives for servicers to process loss mitigation applications
quickly and accurately in order to minimize costs and lost revenue.
viii. Removing Aspects of the Current Application-Based Framework From
Sec. 1024.41
As discussed in detail above, the CFPB proposes to amend the
existing Sec. 1024.41 loss mitigation framework to simplify the loss
mitigation process for borrowers and servicers, and to provide more
flexibility to servicers while continuing to protect borrowers from
avoidable foreclosures and certain fees. As a result of the proposed
amendments, the CFPB proposes to remove most of the application-based
framework from Sec. 1024.41. Specifically, the CFPB proposes to remove
the existing provisions regarding loss mitigation application reviews
and notices in Sec. 1024.41(b); complete application evaluations and
notices in Sec. 1024.41(c)(1); ``anti-evasion'' facially-complete
applications, and exceptions for short-term loss mitigation options and
COVID-19-related options in Sec. 1024.41(c)(2); notices of complete
application in Sec. 1024.41(c)(3); and the associated commentary. The
CFPB is also proposing to remove Sec. 1024.41(c)(4), which generally
requires a servicer to exercise reasonable diligence in obtaining
information or documentation not in the borrower's control; however, as
discussed in detail in part IV.C, the CFPB plans to incorporate the
general requirements of existing Sec. 1024.41(c)(4) into proposed
Sec. 1024.41(c)(2). The CFPB is also proposing a technical edit to
Sec. 1024.38(b)(2)(vi). This proposed technical edit would remove the
reference to the notice requirement in existing Sec.
1024.41(b)(2)(i)(B), which the CFPB proposes to remove.
The CFPB preliminarily determines that these provisions are no
longer necessary under the proposed loss mitigation framework. Under
the new
[[Page 60216]]
framework that the CFPB is proposing, all borrowers would receive
foreclosure protections as soon as they request loss mitigation
assistance. Thus, under the proposed loss mitigation framework, the
existing Sec. 1024.41 provisions listed above are no longer necessary.
For example, it would no longer be necessary to define an application
as either complete or incomplete for purposes of the CFPB's loss
mitigation rules, as the proposed loss mitigation framework removes
that distinction. In addition, it would no longer be necessary to
require the servicer to notify the borrower within five days that the
servicer has received and determined that the loss mitigation
application is incomplete to ensure the borrower has enough time to
complete its loss mitigation application and obtain foreclosure
protections because the proposed loss mitigation framework would
require all borrowers to receive foreclosure protections as soon as
they request loss mitigation assistance.
The CFPB also proposes conforming changes to Sec. 1024.41(k) and
its associated commentary. Generally, existing Sec. 1024.42(k)
addresses servicers' obligations and borrower protections following a
mortgage servicing transfer when a loss mitigation application is
pending. Primarily, the proposed conforming changes would replace the
terms loss mitigation application and complete loss mitigation
application with references to a request for loss mitigation
assistance. The CFPB also proposes to make other changes throughout
Sec. 1024.41(k) and its associated commentary to conform to the
changes discussed elsewhere in this proposal.
The CFPB requests comment on all aspects of its proposal to remove
the existing loss mitigation framework in Sec. 1024.41 and associated
commentary. In particular, the CFPB requests comment on whether the
CFPB should consider alternatives that would retain parts of the
existing Sec. 1024.41 loss mitigation framework. For example, consumer
advocates have suggested the CFPB amend the definition of ``complete
application'' in existing Sec. 1024.41(b)(1) to include a list of
specific documents that a borrower must submit. If so, how would their
retention combine with the proposed Sec. 1024.41 loss mitigation
framework?
B. Changes to Early Intervention Requirements (Sec. 1024.39)
In addition to removing language relating to the COVID-19 pandemic,
as discussed in part IV.G, the CFPB proposes to amend the early
intervention requirements in Sec. 1024.39 in three other ways. First,
it proposes to amend the content of Sec. 1024.39(b) written notices to
require that those notices include certain additional information, such
as the name of the investor currently holding the borrower's mortgage.
Second, it proposes to create alternative early intervention notice
requirements in Sec. 1024.39(e) for borrowers performing under the
terms of a forbearance agreement. Third, it proposes to amend comments
39(a)-4.i.A and 39(a)-6 so that those comments reflect the procedural
safeguards established by proposed Sec. 1024.41(f).
1. Requiring Investor Specific Information in Written Early
Intervention Notices
The CFPB proposes to require a servicer to include additional
information in the written early intervention notices required under
Sec. 1024.39(b)(2) to more fully inform the borrower about loss
mitigation options that may be available from the owner or assignee of
the borrower's loan. Under these proposed requirements, a servicer
would provide contact information for borrowers to access a list of
such loss mitigation options, the name of the investor, i.e., owner or
assignee of the borrower's loan, as well as additional descriptive
information about each type of loss mitigation option that is generally
available from that investor. The CFPB also proposes to make conforming
changes to relevant existing commentary and to remove model clauses MS-
4(A) and MS-4(B), currently in appendix MS-4.
Servicers are currently required to provide a delinquent borrower
with a written early intervention notice containing certain information
no later than 45 days into the borrower's delinquency and at specified
intervals thereafter while the borrower remains delinquent.\55\ Section
1024.39(b)(2) currently requires that written early intervention
notices include certain information to ensure that a borrower is made
aware of available loss mitigation options and the ability to contact
the servicer to understand their options. Section 1024.39(b)(2)(ii)
currently states that the written early intervention notice must
include the telephone number to access servicer personnel assigned
pursuant to Sec. 1024.40(a) and the servicer's mailing address.
Sections 1024.39(b)(2)(iii) and (iv) currently require that, if
applicable, the written early intervention notice must include a
statement providing a brief description of examples of loss mitigation
options that may be available from the servicer, and either application
instructions or a statement informing the borrower how to obtain more
information about loss mitigation options from the servicer.
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\55\ These requirements are similar to those imposed by the GSEs
and FHA.
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As discussed in part IV.A, the CFPB is proposing to allow servicers
to review borrowers for loss mitigation options sequentially rather
than requiring that servicers evaluate a borrower for all available
options at the same time. As a result, under the proposed rule, a
borrower may only receive information about the option for which they
were most recently reviewed. Borrowers could benefit, however, from
more information at the beginning of the process in order to better
understand their options.
The CFPB is proposing to require servicers to include two
additional resources for borrowers, the details of which would be
disclosed under Sec. 1024.39(b)(2)(ii). In addition to the telephone
number to access servicer personnel assigned pursuant to existing Sec.
1024.40(a) and the servicer's mailing address, the CFPB is proposing
that the written early intervention notice must also include the
telephone number where the borrower can access a list of all loss
mitigation options that may be available from the owner or assignee of
the borrower's loan and a website to access the same list of all loss
mitigation options that may be available from the owner or assignee of
the borrower's loan. The telephone number provided may be the same as
the telephone number to access servicer personnel, which is already
required to be included in the written early intervention notice under
Regulation X's continuity of contact provision pursuant to Sec.
1024.40(a). The website would be a resource where borrowers in
delinquency could obtain information about all loss mitigation options
that the owner or assignee of their loan may make available. Servicers
may outsource the development and maintenance of the website, but must
ensure that the information available is accessible, accurate, and
complete.
The CFPB is proposing that the servicer disclose the name of the
owner or assignee of the borrower's loan along with a statement
providing a brief description of each type of loss mitigation option
that is generally available from the investor of the borrower's loan
under Sec. 1024.39(b)(2)(iii). The CFPB is proposing that the servicer
disclose the name of the owner or assignee of the loan both for
transparency and so that borrowers and their housing counselors may
better navigate the loss mitigation
[[Page 60217]]
process and understand what loss mitigation options may be available to
them from the particular investor on their loan through the servicer.
The CFPB is proposing to change the language in existing Sec.
1024.39(b)(2)(iii) from servicer to owner or assignee because available
loss mitigation options are determined by the investor and not the
servicer. This proposed change is not intended to be substantive, but
rather is for the purpose of clarifying and cross-referencing the
terminology used across Regulation X when referring to loss mitigation
options as defined under Sec. 1024.31.
The CFPB is proposing to amend the existing Sec.
1024.39(b)(2)(iii) requirement that servicers include a statement
providing a brief description of examples of loss mitigation options
that may be available from the investor. Under the proposed rule,
servicers would be required to include a statement providing a brief
description of each type of loss mitigation option that is generally
available from the investor. The existing framework allows servicers to
list generic examples of loss mitigation options, without specifying a
number of examples or requiring that all types or categories of loss
mitigation options are listed on the written early intervention notice.
The proposed amendment would instead require servicers to provide
greater specificity to borrowers based on the types of loss mitigation
that the investor offers, but would strike a balance by still not
necessarily requiring a description of all individual programs that may
be available from the investor on the borrower's loan in the written
early intervention notice itself. For example, types of loss mitigation
options could include forbearance, deferral, and loan modification.
Under the proposed rule, if the investor offers various forbearance,
deferral, and loan modification programs, each such category would
constitute a different type of loss mitigation option and servicers
need only give a brief description of each category, even if there were
multiple programs under each category made available by the investor.
Consistent with this change, the CFPB is proposing to make conforming
terminology amendments to existing comments 39(b)(2)(iii)-1 and
39(b)(2)(iii)-2.
The CFPB is proposing to amend Sec. 1024.39(b)(2)(iv) to include a
statement informing the borrower how to make a request for loss
mitigation assistance, and no longer require the inclusion of a
statement informing the borrower about how to obtain more information
about loss mitigation options from the servicer. The proposed additions
in Sec. 1024.39(b)(2)(ii) and (iii) would otherwise require the
servicer to provide more information about loss mitigation options that
may be available, without a request for more information from the
borrower. The borrower would still receive the telephone number to
access servicer personnel and the servicer's mailing address should the
borrower wish to seek additional information about loss mitigation
assistance beyond that which would already be made available through
the proposed requirements. For consistency, the CFPB is proposing to
make conforming terminology amendments to existing comment
39(b)(2)(iv)-1.
The CFPB is also proposing to remove model clauses MS-4(A) and MS-
4(B) in appendix MS-4, as well as relevant regulatory text in Sec.
1024.39(b)(3), which allows servicers to use model clauses MS-4(A) and
MS-4(B) to comply with the requirements of Sec. 1024.39(b). The CFPB
proposes these changes because the language in model clauses MS-4(A)
and MS-4(B) would no longer align with the proposed rule's
requirements.
2. Alternative Early Intervention Notice Requirements for Borrowers
Performing Pursuant to the Terms of a Forbearance
Under the existing rules, servicers generally must provide early
intervention live contact and written notices to delinquent borrowers,
including borrowers performing pursuant to the terms of a forbearance.
In response to its September 2022 Request for Information (RFI),\56\
the CFPB received comments asking it to change how these requirements
apply to borrowers who have accepted a forbearance. One industry trade
group noted that requiring early intervention notices to continue while
a borrower is performing pursuant to the terms of a forbearance creates
unnecessary borrower confusion because the notices do not reflect the
fact that the borrower and the servicer have entered into a
forbearance. Additionally, several consumer advocates indicated that
the current early intervention notice requirements are deficient
because they do not require servicers to provide borrowers in
forbearance with written notice at the end of their forbearance period.
These commenters asked the CFPB to consider adding a new requirement
that servicers send a notice to borrowers at least 30 days before the
end of their forbearance period that explains their options post-
forbearance.
---------------------------------------------------------------------------
\56\ See CFPB, Request for Information Regarding Mortgage
Refinances and Forbearances, 87 FR 58487 (Sept. 27, 2022); see also
CFPB, Request for Information: Mortgage Refinances and Forbearances,
Docket ID CFPB-2022-0059, https://www.regulations.gov/document/CFPB-2022-0059-0001/comment (last visited July 1, 2024).
---------------------------------------------------------------------------
The CFPB proposes to address these concerns by creating alternative
early intervention notice requirements for borrowers performing
pursuant to the terms of a forbearance. These proposed requirements
would replace the current temporary COVID-19 related live contact
provisions at Sec. 1024.39(e) and would consist of three provisions,
proposed Sec. 1024.39(e)(1), (2), and (3). As discussed in more detail
below, proposed Sec. 1024.39(e)(1) would provide that servicers may
forgo the live contact and written early intervention notice
requirements of Sec. 1024.39(a) and (b) while a borrower is in a
forbearance; proposed Sec. 1024.39(e)(2) would provide that servicers
must provide delinquent borrowers with forbearance-specific live
contact and written early intervention notices prior to the scheduled
end date of their forbearance; and proposed Sec. 1024.39(e)(3) would
establish procedures for resuming compliance with Sec. 1024.39(a) and
(b) after a borrower's forbearance period ends.
i. Partial Exemption From Sec. 1024.39(a) and (b) if a Borrower Is
Performing Pursuant to the Terms of a Forbearance (Section
1024.39(e)(1))
The CFPB proposes to add a new Sec. 1024.39(e)(1) that would
partially exempt servicers from the requirements of Sec. 1024.39(a)
and (b) while a borrower performs pursuant to the terms of a
forbearance. As noted above, providing borrowers with early
intervention notices while they are in forbearance may create borrower
confusion. For example, a borrower who just entered into a forbearance
may think that the servicer failed to process the forbearance if,
shortly after executing the agreement, they receive a written early
intervention notice encouraging them to contact their servicer to learn
more about loss mitigation options and how to apply. Additionally,
where the borrower and servicer have entered into a forbearance,
borrower-servicer communication is already established, obviating the
need for early intervention notices as a tool to prompt such
communication.\57\ Furthermore, as discussed in part IV.A, proposed
Sec. 1024.41(f)(2) would provide borrowers
[[Page 60218]]
with foreclosure protections for the entirety of a loss mitigation
review cycle, such that a servicer could not initiate or advance
foreclosure proceedings against a borrower who accepts a forbearance
unless the procedural safeguards in proposed Sec. 1024.41(f)(2)(i) or
(ii) were met. As a result, suspending early intervention requirements
while a borrower performs pursuant to the terms of a forbearance poses
less risk to the borrower alongside these proposed procedural
safeguards.
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\57\ As discussed in the 2013 Mortgage Servicing Final Rule, one
of the principal rationales for requiring early intervention loss
mitigation notices is to correct impediments to borrower-servicer
communication so that borrowers have a reasonable opportunity to
pursue loss mitigation at the early stages of their delinquency. See
78 FR 10696, 10788-89 (Feb. 14, 2013).
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ii. Contact and Notice Requirements for a Forbearance Nearing Its
Scheduled End (Section 1024.39(e)(2))
The CFPB proposes to add a new Sec. 1024.39(e)(2) that would
require servicers to attempt to establish live contact with and to send
written notices to delinquent borrowers nearing the scheduled end of
their forbearance. Specifically, proposed Sec. 1024.39(e)(2)(i) would
provide that servicers must make good faith efforts to establish live
contact with delinquent borrowers at least 30 days, but no more than 45
days, before the scheduled end of their forbearance. During such live
contact, servicers would be required to notify delinquent borrowers of
the date their forbearance is scheduled to end and of the availability
of loss mitigation options, if appropriate, as set forth in Sec.
1024.39(a). Similarly, proposed Sec. 1024.39(e)(2)(ii) would provide
that servicers must send delinquent borrowers a written notice at least
30 days, but no more than 45 days, before the scheduled end of their
forbearance. This written notice would disclose the date that the
borrower's current forbearance is scheduled to end as well as the
content of the written notice as set forth in proposed Sec.
1024.39(b)(2)(i) through (v).
These live contact and written notice requirements would apply only
to delinquent borrowers because delinquent borrowers typically will
need to apply for additional loss mitigation options. In contrast, if a
borrower were to cure their delinquency during their forbearance
period, the information provided by proposed Sec. 1024.39(e)(2) would
not be relevant to the borrower and, in fact, could confuse the
borrower by incorrectly stating that they were delinquent.
The CFPB proposes that servicers must provide the live contact and
written notices described in proposed Sec. 1024.39(e)(2)(i) and (ii)
at least 30 days, but no more than 45 days, before the scheduled end of
a borrower's forbearance for several reasons. First, this timing should
help maximize the likelihood that borrowers have time to apply for
additional loss mitigation while being close enough to the end of
forbearance that it is sensible for them to do so. Second, the CFPB
understands that some mortgage investors already require servicers to
contact borrowers at least 30 days before the scheduled end of their
forbearance.\58\ Aligning the timing of the live contact and written
notice requirements described in proposed Sec. 1024.39(e)(2)(i) and
(ii) with existing investor requirements should avoid duplicative
contact efforts that would increase servicer burden and potentially
cause borrower confusion. Third, the CFPB preliminarily finds that the
communications described in proposed Sec. 1024.39(e)(2)(i) and (ii)
would be more useful to borrowers if they occurred roughly
contemporaneously. For example, borrowers and servicers may have more
productive conversations if borrowers have access to the written notice
at the time of live contact. Alternatively, if the written notice
arrived shortly after the servicer established live contact, it could
reinforce the information provided during live contact.
---------------------------------------------------------------------------
\58\ See Fannie Mae, Forbearance Plan Terms, In Fannie Mae
Servicing Guide--Fannie Mae Single Family, at 319 (May 8, 2024),
https://singlefamily.fanniemae.com/media/39096/display (Fannie Mae
Forbearance Plan Terms); Freddie Mac Single Family, Contact
Requirements when transitioning from a forbearance plan (Oct. 11,
2023), https://guide.freddiemac.com/app/guide/section/9203.14.
---------------------------------------------------------------------------
The CFPB further proposes to tie the timing requirements described
in proposed Sec. 1024.39(e)(2)(i) and (ii) to the scheduled end of the
borrower's forbearance rather than the actual end date of the
borrower's forbearance because a consumer may leave a forbearance early
or the parties may agree to extend the forbearance period. As a result,
tying the timing requirements to the scheduled end of the borrower's
forbearance would provide servicers a more certain date for compliance
purposes. If a borrower's forbearance ended before the servicer either
sent the written notice described in proposed Sec. 1024.39(e)(2)(ii)
or attempted to establish live contact as described in proposed Sec.
1024.39(e)(2)(i), proposed Sec. 1024.39(e)(3) would provide servicers
with procedures for resuming compliance with Sec. 1024.39(a) and (b).
The live contact and written notice requirements described in
proposed Sec. 1024.39(e)(2)(i) and (ii) would parallel the live
contact and written notice requirements described in Sec. 1024.39(a)
and (b)(2), respectively, except that they also would require the
servicer to disclose the date that the borrower's forbearance is
scheduled to end. The CFPB proposes this approach for two reasons.
First, borrowers who remain in forbearance for many months are likely
to benefit from a reminder about the need to work with their servicer
if they wish to obtain a permanent loan modification. Second, because
proposed Sec. 1024.39(e)(1) would partially exempt servicers from the
requirements of Sec. 1024.39(a) and (b) while a borrower performs
pursuant to the terms of a forbearance agreement, borrowers who remain
in forbearance for many months also likely would not receive the early
intervention notices required by Sec. 1024.39(a) and (b) for several
months and likely would benefit from receiving such information again
given the lapse of time since they were previously provided such
notices.
iii. Procedures for Resuming Compliance With Sec. 1024.39(a) and (b)
(Section 1024.39(e)(3))
Proposed Sec. 1024.39(e)(3) would provide that, when a forbearance
ends for any reason, including, but not limited to, the borrower's
successful completion of a forbearance or the borrower's nonperformance
under the terms of a forbearance, a servicer that was exempt from Sec.
1024.39(a) and (b) pursuant to Sec. 1024.39(e)(1) must resume
compliance with Sec. 1024.39(a) and (b) after the next payment due
date following the forbearance end date. This proposed approach would
align with the approach used in Sec. 1024.39(c)(2) for resuming
compliance with Sec. 1024.39(a) and (b) after the borrower has become
a debtor in a bankruptcy proceeding.\59\ Additionally, the CFPB
preliminarily finds that resuming compliance on the next payment due
date provides servicers with a clear date for resuming compliance.
---------------------------------------------------------------------------
\59\ See 12 CFR 1024.39(c)(2)(i) (``[A] servicer that was exempt
from paragraphs (a) and (b) of this section . . . must resume
compliance with paragraphs (a) and (b) of this section after the
next payment due date that follows the earliest of the following
events . . ..'') (emphasis added).
---------------------------------------------------------------------------
Existing Sec. 1024.39(b)(1) provides that a servicer is not
required to provide the written notice required by Sec. 1024.39(b)
more than once during any 180-day period. Because it would be
functionally identical to the Sec. 1024.39(b) written notice, the
Sec. 1024.39(e)(2)(ii) written notice is a suitable substitute for the
Sec. 1024.39(b) written notice and should reset the start date for
calculating the 180-day period in Sec. 1024.39(b). To this end,
proposed Sec. 1024.39(e)(3) would clarify that, for purposes of
providing the written notice required by Sec. 1024.39(b) after
resuming compliance, the 180-day period referenced in Sec. 1024.39(b)
begins with the date the
[[Page 60219]]
servicer provided the last written notice to the borrower under either
Sec. 1024.39(b) or Sec. 1024.39(e)(2)(ii), whichever is later.
3. Amendment To Comment 39(a)-4.i.A
Promptly after establishing live contact, Sec. 1024.39(a) requires
a servicer to inform a delinquent borrower about the availability of
loss mitigation options ``if appropriate.'' Existing comment 39(a)-4.i
states that it is appropriate for a servicer to inform a delinquent
borrower about the availability of loss mitigation options if the
borrower notifies the servicer of a material adverse change in their
financial circumstances that is likely to cause them to experience a
long-term delinquency for which loss mitigation options may be
available.
The CFPB proposes to amend the example in comment 39(a)-4.i.A to
clarify that it is appropriate for a servicer to inform a delinquent
borrower about the availability of loss mitigation options if the
borrower notifies the servicer of a hardship for which a loss
mitigation option may be available. The CFPB proposes this change to
make clear that it would be appropriate to inform borrowers about the
availability of loss mitigation options whenever a loss mitigation
option may be available to the borrower, irrespective of the projected
length of the borrower's delinquency or the extent to which the
borrower's financial circumstances have changed.
4. Amendment To Comment 39(a)-6
Existing comment 39(a)-6 clarifies, among other things, that:
[i]f the servicer has established and is maintaining ongoing
contact with the borrower under the loss mitigation procedures under
Sec. 1024.41, including during the borrower's completion of a loss
mitigation application or the servicer's evaluation of the
borrower's complete loss mitigation application, or if the servicer
has sent the borrower a notice pursuant to Sec. 1024.41(c)(1)(ii)
that the borrower is not eligible for any loss mitigation options,
the servicer complies with Sec. 1024.39(a) and need not otherwise
establish or make good faith efforts to establish live contact.
To reflect the new loss mitigation requirements in proposed Sec.
1024.41, discussed in part IV.A, proposed comment 39(a)-6 would replace
the phrase ``maintaining ongoing contact with the borrower under the
loss mitigation procedures under Sec. 1024.41'' with the phrase
``maintaining regular contact with the borrower during a loss
mitigation review cycle under Sec. 1024.41'' and would strike examples
referencing the borrower's completion of a loss mitigation application,
the borrower's complete loss mitigation application, and the Sec.
1024.41(c)(1)(ii) notice.
The CFPB requests comment on all aspects of proposed Sec.
1024.39(e) and, in particular, requests comment on the following
issues:
(i) Do the live contact and written notice requirements in proposed
Sec. 1024.39(e)(2)(i) and (ii) align with existing investor
requirements for contacting borrowers before the end of their
forbearance period?
(ii) Would borrowers in a forbearance who are no longer delinquent
for purposes of Sec. 1024.39 benefit from additional servicer contact
before the scheduled end of their forbearance period? If so, what
information should servicers provide to such borrowers during such
contact?
C. Loss Mitigation Determinations--Covered Errors and Appeals Process
(Sec. Sec. 1024.35 and 1024.41)
The CFPB proposes to amend Regulation X to clarify that inaccurate
loss mitigation determinations are a covered error under the existing
error resolution provisions in Sec. 1024.35. In addition, the CFPB
proposes to amend the current loss mitigation appeal process provisions
in Sec. 1024.41(h) to clarify how they relate to the procedures in
Sec. 1024.35 and to expand them to cover all loss mitigation
determinations, instead of only loan modification denials. Lastly, the
CFPB proposes to amend comment 41(h)(3)-1 to remove all references to a
complete application, conforming to changes the CFPB proposes to make
throughout Sec. 1024.41, as discussed above.
The CFPB is aware of confusion about whether the ``catch-all''
category in the error resolution procedures in Sec. 1024.35(b)(11)
includes loss mitigation determinations. Although the CFPB did not
explicitly specify loss mitigation determinations as a covered error
category in the 2013 Mortgage Servicing Final Rule, it has always
intended for the catch-all to cover a broad range of errors--including
errors related to loss mitigation determinations. However, courts have
interpreted this issue inconsistently, with some courts finding that
the catch-all does include loss mitigation determinations, and others
finding that it does not. Thus, the CFPB believes that it should
provide clarity on this issue in a manner that is consistent with its
longstanding interpretation and original intent.
Given the interrelatedness of the subject matter and policy goals
of the two provisions, the CFPB proposes to amend both the error
resolution provision in Sec. 1024.35 and the appeal process provision
in Sec. 1024.41(h) as described below.
1. Error Resolution Provisions
Regulation X's error resolution provisions in Sec. 1024.35
currently implement RESPA sections 6(k)(1)(C) and 6(e), requiring a
servicer to comply with several specific procedural requirements,
including conducting a reasonable investigation, for any written notice
from the borrower that asserts a covered error and that meets other
specified criteria. Under RESPA, servicers must respond to qualified
requests to address errors related to ``allocation of payments, final
balances for purposes of paying off the loan, or avoiding foreclosure,
or other standard servicer's duties.'' 12 U.S.C. 2605(k)(1)(C). Section
1024.35 lists ten specifically enumerated categories of covered errors,
plus a catch-all for ``any other error relating to the servicing of a
borrower's mortgage loan.''
The CFPB has consistently viewed servicer activities related to
whether a borrower is able to avoid foreclosure--including loss
mitigation determinations--as core duties of mortgage servicing,
fitting squarely within RESPA and Regulation X's coverage and purpose.
As defined in Sec. 1024.31, a loss mitigation option is an alternative
to foreclosure. Borrowers request loss mitigation options to avoid
foreclosure, and, if a servicer makes an error related to a loss
mitigation determination, that error ultimately may result in a
foreclosure. Losing a home due to an avoidable foreclosure may be one
of the greatest financial harms that can come to a mortgage borrower.
Thus, the CFPB has consistently viewed servicer errors related to loss
mitigation determinations as errors relating to the servicing of a
borrower's mortgage loan.
In promulgating the 2013 Mortgage Servicing Final Rule, the CFPB
considered but declined to add an enumerated category in Sec. 1024.35
for a servicer's failure to correctly evaluate a borrower for a loss
mitigation option.\60\ However, the CFPB did not conclude that errors
related to loss mitigation determinations were excluded from Sec.
1024.35's reach. Rather, the CFPB explained in preamble that it
intended the appeals process in Sec. 1024.41(h) as well as the catch-
all in Sec. 1024.35 to be available for borrowers who encountered
errors related to loss mitigation.
---------------------------------------------------------------------------
\60\ 78 FR 10696, 10744 (Feb. 14, 2013).
---------------------------------------------------------------------------
The CFPB stated that it intended the catch-all error provision to
be broad and flexible. RESPA expressly prohibits
[[Page 60220]]
servicers from, among other things, failing to take timely action to
respond to a borrower's request to correct errors relating to avoiding
foreclosure or other standard servicer's duties. In promulgating the
2013 Mortgage Servicing Final Rule, including the error resolution
provisions, the CFPB stated that it believed that any error related to
the servicing of a borrower's mortgage loan also relates to standard
servicer duties. In the preamble discussion regarding the catch-all
provision, the CFPB stated that it recognized that the mortgage market
was fluid, and the CFPB could not anticipate in advance all types of
errors related to servicing that a borrower may encounter. In
finalizing the catch-all, the CFPB aimed to create error resolution
procedures that were flexible enough to adapt to changes in the
mortgage market and to encompass the various types of errors that
borrowers may encounter with respect to their mortgage loans.
The CFPB emphasized that its approach to loss mitigation was not
limited to the loss mitigation procedures set forth in Sec. 1024.41
but involved a coordinated use of tools in different provisions of the
rules, including the error resolution procedures in Sec. 1024.35.\61\
---------------------------------------------------------------------------
\61\ Id.at 10816.
---------------------------------------------------------------------------
The CFPB's 2016 Mortgage Servicing Final Rule reiterated the CFPB's
view that Sec. 1024.35's error resolution requirements have always
applied to errors related to loss mitigation determinations. At that
time, the CFPB was considering whether to extend the period during
which a borrower could exercise appeal rights in cases where servicing
of the borrower's loan has been transferred. The CFPB explained that it
decided not to provide such an extension, but noted that even absent
appeal rights, borrowers may still submit a notice of error relating to
the loss mitigation or foreclosure process and to the servicing of the
loan, and servicers must comply with the notice of error
provisions.\62\
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\62\ 81 FR 72160, 72281 (Oct. 19, 2016).
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However, as noted above, the catch-all has not always been
interpreted as broadly as the CFPB intended in the 2013 Mortgage
Servicing Final Rule. Given the inconsistent application, the CFPB has
preliminarily determined that both servicers and borrowers would
benefit from the CFPB expressly clarifying that errors related to loss
mitigation determinations are subject to the error resolution
procedures in Sec. 1024.35. Thus, the CFPB proposes to amend Sec.
1024.35(b)(11) to specify that it covers a servicer's failure to make
an accurate loss mitigation determination.
The proposed additional language would not create additional rights
for consumers or extra burdens for servicers. Rather the additional
language regarding inaccurate loss mitigation determinations is
intended to merely clarify what the CFPB has always considered to be a
covered error under the catch-all provision.
The CFPB anticipates that this provision would work together with
proposed Sec. 1024.41(c), which would require servicers to provide
more specific information to borrowers in loss mitigation determination
offer and denial notices, allowing borrowers to have more insight into
specific reasons for servicers' loss mitigation determinations and
whether those inputs were accurate. Proposed Sec. 1024.35(b)(11) would
not, however, cover challenges to investor requirements or
specifications, such as, for example, a requirement that a borrower
complete a trial period before being offered a loan modification.
2. Appeals Process
Section 1024.41(h) currently permits a borrower to appeal a denial
of a loan modification program as long as the borrower's complete loss
mitigation application is timely received, and the borrower appeals
within specific timeframes. Different personnel must review an appeal
than those responsible for evaluating the borrower's complete loss
mitigation application. Within 30 days of a borrower making an appeal,
the servicer must provide a notice to the borrower stating the
servicer's determination.
The CFPB recognizes that an appeal process similar to that in
existing Sec. 1024.41(h) may be useful when a borrower believes an
error has occurred in a loss mitigation determination. A borrower may
be more familiar with the concept of an appeal and thus might be more
likely to submit an appeal to a servicer rather than a notice of error
under Sec. 1024.35. Thus, the CFPB is proposing to retain a revised
appeals process in Sec. 1024.41(h). As described in proposed Sec.
1024.41(h)(2), however, when the appeal meets the error resolution
procedural requirements of Sec. 1024.35, the proposed rule would
require servicers to treat it as a notice of error and to comply with
those procedural requirements.
Similarly, proposed Sec. 1024.41(h)(2) would provide that if a
borrower submits a notice of error under Sec. 1024.35 relating to a
loss mitigation determination, the notice of error is also an appeal
under Sec. 1024.41(h) if the borrower submits notice of error within
14 days after the servicer provides its loss mitigation determination.
The CFPB also proposes to amend Sec. 1024.41(h)(4) to require that,
when a notice of error is also an appeal, a servicer must complete the
notice of error response requirements in Sec. 1024.35 prior to making
a determination about the borrower's appeal under Sec. 1024.41(h). As
a result, the proposed rule would require servicers to respond to a
notice of error within 30 days, the time allowed under existing Sec.
1024.41(h)(4) for an appeal, even in those circumstances when Sec.
1024.35 allows servicers more than 30 days to respond to notices of
error.
In addition, if a borrower contests a loss mitigation determination
in a manner that does not satisfy the procedural requirements of Sec.
1024.35, the proposed rule would require a servicer to continue to
treat the borrower's statement as an appeal under Sec. 1024.41(h) and
to respond to it in accordance with its policies and procedures for
appeals.
The appeal rights in Sec. 1024.41(h) currently apply only to loan
modification denials; they do not cover other types of loss mitigation.
In the 2013 Mortgage Servicing Final Rule, the CFPB explained that it
was limiting the appeal provision to loan modification denials because
this approach maintained consistency with existing appeals and
escalation processes established under State law or Federal regulatory
agency requirements, including obligations pursuant to the National
Mortgage Settlement and the California Homeowner Bill of Rights. This
limited approach was consistent with a national focus on loan
modifications as a necessary and under-used tool for addressing the
historic rates of foreclosures. As discussed in part II, default
mortgage servicing has changed dramatically in the intervening years.
As a result, the CFPB proposes to amend Sec. 1024.41(h) to apply to
all loss mitigation determinations, not just loan modification denials.
This proposed change would require servicers to provide appeal
determination notices. As discussed below in this part, in the case of
a loss mitigation offer, the primary benefit to borrowers of requiring
detailed determination notices is to assist the borrower with potential
appeals or notices of error in cases where the terms of the offer may
depend on borrower-provided inputs. By providing details on the inputs
used as basis for the determination, the proposed notices may enable
borrowers to recognize errors in determinations and to file a notice of
error or an appeal.
[[Page 60221]]
Finally, the CFPB proposes to amend Sec. 1024.41(h)(1) to remove
the reference to the servicer receiving a complete loss mitigation
application 90 days or more before a foreclosure sale, because it would
no longer be applicable under the proposed framework.
3. Loss Mitigation Determination Notices
The CFPB proposes to amend the loss mitigation determination notice
and loan modification denial notice provisions in existing Sec.
1024.41(c) and (d) to require that servicers provide determination
notices regarding both offers and denials as well as all types of loss
mitigation options, instead of just loan modifications. Under the
proposed rule, servicers would provide borrowers with additional
information in connection with their loss mitigation determinations,
including, for example, the specific reason or reasons for the
determination to offer or deny loss mitigation assistance and any key
borrower-provided inputs that served as the basis of the determination.
The CFPB also proposes requirements regarding offers of loss mitigation
from a servicer when a borrower has not requested loss mitigation
assistance. The CFPB proposes to make conforming changes to relevant
existing commentary and renumber certain provisions for alignment with
the proposed changes.
Additionally, under this proposal, existing Sec. 1024.41(c)(4),
which relates to denials of loss mitigation solely because the servicer
lacks required documents or information not in the borrowers' control
and associated determination notices, would be relocated to Sec.
1024.41(c)(2) with certain revisions.
Section 1024.41(c) currently requires servicers to evaluate a
borrower for all available loss mitigation options upon receipt of a
complete application and to provide, among other information, a notice
stating the servicer's determination of which loss mitigation options,
if any, it will offer to the borrower. Under existing Sec. 1024.41(d),
if the servicer denies the borrower any trial or permanent loan
modification option, the notice must include information such as the
specific reason or reasons for the servicer's determination, but this
requirement does not apply to determinations on loss mitigation options
other than loan modifications.
As discussed above in part IV.A, the CFPB proposes to replace the
existing loss mitigation framework with a new framework that will allow
servicers to review borrowers for loss mitigation options sequentially.
Accordingly, the CFPB proposes to amend Sec. 1024.41(c) to remove
references to complete applications and related timing requirements so
that it instead focuses on loss mitigation determination notice
requirements more generally. The notices would add new specific
information as well as include some of the information required under
existing Sec. 1024.41(c), such as the amount of a time a borrower has
to accept or to reject an offer and the right to appeal.
i. Expansion of Determination Notice Requirements to Offers and Loss
Mitigation Options Other Than Loan Modifications
Under existing Sec. 1024.41(d), borrowers only receive the
specific reason or reasons for a loss mitigation determination when
that determination is a denial. The CFPB preliminarily determines that
servicers should be required to disclose the same information for loss
mitigation offers in order to inform borrowers about the information
relied upon while conducting the review, as this information could
require correction or serve as the basis for an appeal. As noted in
part II, non-loan modification loss mitigation options, such as
forbearances, deferrals, and partial claims, have become increasingly
common in recent years. The CFPB therefore also proposes to broaden the
determination notice requirements to apply more generally to all types
of loss mitigation offers and denials, not solely denials of loan
modifications.
ii. Additional Information in Determination Notices
In addition to disclosing the amount of time the borrower has to
accept or to reject an offer, notice of the borrower's right to appeal
the loss mitigation determination, and the specific reason or reasons
for that loss mitigation determination, the CFPB is proposing to
require that servicers include the additional information discussed
below in determination notices.
a. Borrower-Provided and Non-Borrower Provided Inputs
Servicers may rely on a variety of borrower-provided and non-
borrower-provided inputs when determining whether to offer or to deny
loss mitigation assistance to a borrower. Borrower-provided inputs, for
example, can include information such as household income. Non-borrower
provided inputs, for example, can include property valuations and
credit scores. The CFPB proposes to require disclosure of the key
borrower-provided inputs that served as the basis for the
determination. For example, if a servicer relied on income information
provided by the borrower, the servicer would be required to state that
this information served as the basis for the determination and to
provide the income figure relied upon. The CFPB preliminarily
determines that borrowers would benefit from being made aware of the
specific information that went into the servicer's determination so
that they have an opportunity to correct any errors, file an appeal, or
both. Errors could prevent a borrower from being appropriately
evaluated for all available loss mitigation options for which they may
be eligible, and therefore lead to a foreclosure action that could have
been avoided. Allowing the borrower insight into the specific borrower-
provided inputs in the written determination notice may help ensure the
borrower promptly contacts the servicer and seeks a correction where
there is an error. The CFPB preliminarily determines that providing
this information to borrowers may prevent avoidable foreclosures.
The CFPB is not requiring proactive disclosure of all non-borrower
provided inputs, although a borrower or the borrower's representative
would be able to access this information via mail, telephone, or
website, as detailed in the notice. Such information may not be useful
to the borrower when they are simply used in the review process and do
not serve as the basis for the determination. For example, a servicer
could deny a loan modification after reviewing the borrower's income
information, credit score, and the property's present value. Under the
proposed rule, if the servicer only relied on the borrower's income in
making the determination, the servicer would only be required to
disclose the borrower's income relied on and not the property value or
credit score. If, however, credit score was determinative for the
servicer, the servicer would be required to disclose the credit score
as the specific reason for the determination. The CFPB is aware that
certain borrower-provided inputs constitute sensitive consumer
information. As the CFPB has previously noted, it expects servicers and
other financial institutions to take appropriate measures to protect
consumer data.\63\
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\63\ See CFPB, Consumer Financial Protection Circular 2022-04
(Aug 11, 2022), https://www.consumerfinance.gov/compliance/circulars/circular-2022-04-insufficient-data-protection-or-security-for-sensitive-consumer-information/.
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The CFPB proposes that determination notices must include a
telephone number, mailing address, and website to access a list of non-
borrower provided inputs, if any, that the servicer
[[Page 60222]]
used in making the loss mitigation determination. The CFPB
preliminarily determines that it would be useful for borrowers
exercising their appeal rights and seeking this information to have
access to it upon request, such that borrowers could readily identify
and correct any errors on file with the servicer.
b. Enabling the Borrower To Access a List All Loss Mitigation Options
That May be Available From the Investor
Consistent with allowing for sequential loss mitigation review, the
CFPB proposes that a written determination notice must include a
telephone number and website to access a list of all loss mitigation
options that may be available from the investor. This proposed
requirement mirrors the CFPB's proposed requirements as to the written
early intervention notice, such that the borrower would be able to
access this resource readily at this stage of the loss mitigation
review process rather than solely at the point of early intervention.
Making this information more accessible to the borrower is expected to
allow borrowers to assess their options in deciding whether to use
their appeal rights, file a notice of error, accept or decline an
offer, or request review for a different loss mitigation option.
Under the proposed rule, the servicer would be responsible for
ensuring that the website is accessible, contains accurate information,
and that the lists are complete, but the servicer may outsource the
development and/or maintenance of the website to a third party. The
requirement that this information also be available via telephone is
intended to ensure that borrowers who may not have access to the
internet are still able to receive this information. The telephone
number may be, but is not required to be, the same as the telephone
number that a servicer may provide in order for the borrower to contact
assigned personnel under the continuity of contact provision pursuant
to Sec. 1024.40(a)(2). The CFPB anticipates that this requirement
should not overly burden servicers because it is the same information
made available in the written early intervention notice provided
pursuant to Sec. 1024.39(b).
c. Remaining Available Loss Mitigation Options, Previously Offered
Options, and Continued Availability of Offered Options
The CFPB also proposes to require servicers to disclose additional
information about remaining loss mitigation options, including
previously offered options that the borrower did not accept, and
whether offered options will remain available if the borrower requests
review for additional options prior to accepting or rejecting an offer.
Informing the borrower of all other loss mitigation options that are
still available, if applicable, along with a clear statement describing
the next steps the borrower must take to be reviewed for those options,
could be useful for the borrower to engage with the servicer as to what
loss mitigation assistance they could still request following the
determination. If no loss mitigation options remain available, then the
servicer would be required to include a statement that the servicer has
reviewed the borrower for all available loss mitigation options and
none remain. Additionally, the servicer would be required to include a
list of any loss mitigation options that were previously offered that
remain available, but that the borrower did not accept at the time. If
the loss mitigation determination results in an offer, the servicer
would be required to include a statement informing the borrower whether
the offered option would remain available if the borrower were to
request further review for other loss mitigation options prior to
accepting or rejecting the offer. If the determination results in a
loss mitigation offer of a forbearance, the servicer would be required
to include a statement informing the borrower of the specific payment
terms and duration of the forbearance. This proposed disclosure
requirement regarding forbearances is similar to an existing disclosure
requirement in current Sec. 1024.41(c)(2)(iii). As noted above, the
CFPB is proposing to delete that existing provision. However, the CFPB
expects that it would continue to benefit borrowers to have a written
notice confirming that their servicer is aware of and agrees to a
forbearance for a certain period of time.
iii. Denial Due to Missing Documents or Information Not in the
Borrower's Control
Existing Sec. 1024.41(c)(4) generally prohibits a servicer from
denying a loss mitigation application due solely to missing information
not in the borrower's or servicer's control unless the servicer has
exercised reasonable diligence to obtain that information and has been
unable to obtain it for a significant period of time following the 30-
day period during which servicers are generally required to make a
determination on a complete loss mitigation application under current
Sec. 1024.41(c)(1)(ii). If the servicer does deny such a loss
mitigation application, they must send a written notice informing the
borrower of the missing information, that the servicer has requested
the information, and that the servicer will evaluate the borrower for
all available loss mitigation options promptly upon receiving it. The
CFPB is proposing to replace current Sec. 1024.41(c)(4) and related
commentary with proposed Sec. 1024.41(c)(2), which would have similar
requirements but also include certain changes to align with the other
proposed changes in Sec. 1024.41.
As noted in part IV.A, the CFPB is proposing to remove existing
Sec. 1024.41(c)(1)(ii). Thus, the regulatory text in current Sec.
1024.41(c)(4) and related commentary pertaining to the 30-day review
period in existing Sec. 1024.41(c)(1)(ii) would no longer be relevant
under the new proposed loss mitigation framework. Instead, proposed
Sec. 1024.41(c)(2)(i) would prohibit servicers from denying a loss
mitigation application due solely to missing information not in the
borrower's or servicer's control unless the servicer has regularly
taken steps to obtain the missing information and has been unable to
obtain the information for at least 90 days. For example, if a servicer
receives a request for loss mitigation on a Monday and requests
information not in the borrower's or servicer's control on the
following Friday, assuming the servicer regularly took steps to obtain
the missing information, the servicer may send a written notice to the
borrower, in accordance with proposed Sec. 1024.41(c)(2), 90 days from
the Friday it requested the information not in the borrower's or
servicer's control. While every situation will vary, the CFPB expects
that regularly taking steps would minimally include repeated attempted
contact throughout the 90-day period with the relevant third party from
whom the servicer needs to obtain the information. Requiring that the
servicer has regularly taken steps to obtain any information and
documents necessary from a party other than the borrower or the
servicer is intended to ensure that servicers are making efforts to
obtain needed information before denying a loss mitigation application
due to missing information. While the CFPB proposes to replace the term
reasonable diligence with the regularly taking steps phrasing that uses
simpler language, it does not intend to reduce or to lessen a
servicer's current obligation to obtain missing documents or
information not in the borrower's control. The CFPB's proposal of 90
days is similar to the timeframe used for the unresponsive borrower
provision in proposed Sec. 1024.41(f)(2)(ii). The CFPB
[[Page 60223]]
preliminarily determines that proposed Sec. 1024.41(c)(2)(ii) will
provide an incentive to servicers to obtain needed information from
third parties in a timely manner.
Proposed Sec. 1024.41(c)(2)(ii) also would require servicers to
provide a notice to borrowers if they deny such an application. The
notice requirements in proposed Sec. 1024.41(c)(2)(iii) would retain
aspects of the notice requirements in existing Sec. 1024.41(c)(4),
including requiring a statement that the servicer will complete its
evaluation of the borrower for all available loss mitigation options
promptly upon receiving the missing third-party information, but also
would provide borrowers with additional information. Existing Sec.
1024.41(c)(4) does not allow the servicer to state a period of time
after which the servicer will not complete its loss mitigation
evaluation even if the servicer receives the missing information. As
noted in part IV.A, the CFPB is proposing a new Sec. 1024.41 loss
mitigation framework that would generally require a servicer to exhaust
review for all available loss mitigation options prior to advancing
foreclosure, and this new framework allows for the possibility of
sequential loss mitigation review. The CFPB preliminarily determines
that it is important for a servicer to be able to determine with
certainty whether it has met the procedural safeguards in proposed
Sec. 1024.41(f)(2)(i) to(ii) and can move forward with foreclosure.
This is especially the case if a servicer elects or is required by the
loan's investor to conduct review for loss mitigation options
sequentially, which could involve a lengthy overall process. Therefore,
the CFPB is proposing to require a servicer to inform the borrower that
the servicer will complete its evaluation of the request for loss
mitigation assistance if the servicer receives the referenced missing
documents or information within 14 days of providing the missing
information determination notice to the borrower. This proposed
timeframe is similar to the timeframe during which a servicer must
allow a borrower to appeal a loan modification denial pursuant to
existing Sec. 1024.41(h)(2).
Proposed Sec. 1024.41(c)(2)(iii) also would require servicers to
provide borrowers with the information contained in proposed Sec.
1024.41(c)(1)(iv) through (ix), which includes, among other things, a
list of all other loss mitigation options that are still available to
the borrower and a statement describing the next steps the borrower
must take to be reviewed for those loss mitigation options, or a
statement that the servicer has reviewed the borrower for all available
loss mitigation options and none remain. The CFPB preliminarily
determines that providing this information would aid borrowers in
protecting their rights, which may include filing an appeal pursuant to
proposed Sec. 1024.41(h), a notice of error pursuant to Sec. 1024.35,
or both.
The CFPB requests comment on all aspects of proposed Sec.
1024.41(c)(2). In particular, the CFPB is interested in whether a more
prescriptive standard would be helpful for determining whether a
servicer took regular steps to obtain missing information not in the
borrower's or servicer's control, or if there is clearer language to
convey the concept of ``regularly taking steps'' that still allows for
flexibility over a variety of circumstances over time.
iv. Unsolicited Loss Mitigation Offers
The CFPB understands that servicers may frequently and routinely
review borrowers for loss mitigation, using automated processes
required by investors, without a borrower request and solely based on
information already on record.\64\ While potentially helpful to
borrowers, these reviews and subsequent offers nevertheless may fail to
inform borrowers about other loss mitigation options for which they may
have been eligible, because such information is not required under
current Sec. 1024.41(c)(1)(ii).
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\64\ See, e.g., Bill Maguire, Freddie Mac, Guide Bulletin 2023-
8: Servicing Updates (Mar. 29. 2023), https://guide.freddiemac.com/app/guide/bulletin/2023-8.
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The CFPB preliminary determines that, in these circumstances,
borrowers would not necessarily benefit from notices of denials, but
that the additional information regarding available options in notices
of offers would be helpful to borrowers deciding whether to seek
additional loss mitigation assistance. The CFPB proposes that servicers
provide the borrower with a notice when it offers a loss mitigation
option, even when the servicer has reviewed no borrower-provided
information. The notice would be required to include the amount of time
the borrower has to accept or reject the offer of loss mitigation, and
information notifying the borrower, among other things, of remaining
available loss mitigation options and investor information.
v. Removal and Amendment of Current Commentary
The CFPB proposes to remove comment 41(c)(1)-1 because the new
proposed framework refers to the servicer's review of a borrower's
request for loss mitigation assistance, and the language would be
updated throughout Regulation X consistent with this change. The new
proposed removal of comment 41(c)(1)-1 does not constitute a
substantive change in how the CFPB views the relationship between an
investor and servicer, including with respect to reviewing requests for
loss mitigation assistance in accordance with CFPB regulations. The
CFPB also proposes to make conforming edits to current comments 41(d)-1
through -4 in accordance with the changes to the loss mitigation
determination notice requirement described above. Under the proposed
rule, comment 41(d)-1 would no longer discuss disclosure requirements
if a denial was based on investor criteria, such as a waterfall,
because the current obligation to approve or deny every loss mitigation
option following the servicer's receipt of a complete loss mitigation
application would no longer apply under the new proposed framework.
Instead, even if a borrower qualifies for a loss mitigation option,
other options may still remain available for them rather than be
automatically denied because of the position of the option in the
investor's waterfall.
The CFPB proposes to remove comment 41(d)-2 because a net present
value (NPV) calculation is no longer a frequently used calculation in
the loss mitigation review process. Therefore, requiring disclosure of
the key borrower-provided inputs that served as the basis of the
determination, and all non-borrower provided inputs available via
telephone or on a website, should allow borrowers and their
representatives to better identify critical information and allow for
future changes to servicer practices in loss mitigation evaluations.
Additionally, the CFPB proposes to remove comment 41(d)-3 because
servicers would be required to send specific determination notices for
both offers and denials of all forms of loss mitigation, not solely for
denials of loan modification options.
Finally, the CFPB proposes to update comment 41(d)-4 to apply the
requirement that the specific reason or reasons for the denial be
listed in the notice to all determinations, and not solely denials. The
CFPB also proposes to remove references to the investor's hierarchy of
eligibility criteria in comment 41(d)-4. As noted above, borrowers who
are offered a loss mitigation option may remain eligible for other loss
mitigation options in the investor's waterfall for which they have not
yet been reviewed. Additionally, in connection with the proposed
removal
[[Page 60224]]
of Sec. 1024.41(d), the CFPB also proposes to relocate comments 41(d)-
1 and (d)-4 to appear as comments 41(c)-1 and 41(c)-2.
The CFPB proposes to update Sec. 1024.41(e)(1) to remove
references to a complete loss mitigation application and instead apply
the existing timing requirements to a borrower's request for loss
mitigation assistance. Under the new proposed framework, which allows
for sequential review for loss mitigation assistance, the timing
requirements of Sec. 1024.41(e)(1) would be triggered by a borrower's
initial request for loss mitigation assistance, regardless of whether
the servicer subsequently reviews the borrower for additional loss
mitigation options. For example, if a foreclosure sale is scheduled for
December 1 and a borrower makes a request for loss mitigation
assistance on August 1, the borrower would be entitled to the 14-day
period to accept or reject any offered loss mitigation option because
the initial request for loss mitigation assistance occurred 90 days or
more before a scheduled foreclosure sale. This would be the case
regardless of when the servicer makes the offer to the borrower.
The CFPB requests comment on all aspects of its proposal to amend
Regulation X's requirements related to loss mitigation determination
notices and, in particular, requests comment as to whether there are
opportunities for further simplification and streamlining of the loss
mitigation determination notices.
D. Language Access
The CFPB is proposing several requirements that would provide
borrowers with limited English proficiency greater access to mortgage
servicing communications in languages other than English. These
proposed requirements are a first step towards the goal of ensuring
that all borrowers have access to information they need, when they need
it, regardless of the language they may use to communicate. In general,
the proposed rule would require mortgage servicers to accurately
provide or make available in multiple languages certain written and
oral communications under the CFPB's mortgage servicing early
intervention and loss mitigation provisions, including any applicable
amendments to those provisions as discussed within this proposed rule.
The proposed rule would also impose certain requirements aimed at
helping to ensure that borrowers who receive marketing for a loan in a
language other than English receive the identified early intervention
and loss mitigation communications accurately in that same language.
Finally, the CFPB is also proposing conforming edits to Sec.
1024.32(a)(2), which currently provides for optional servicing
disclosures in languages other than English.
Based on the most recently available 2022 American Community Survey
of 1-Year Estimates from the United States Census, almost one fourth of
the population is estimated to reside in a household that speaks a
language other than English.\65\ Of those households, almost one fifth
have limited proficiency in English, meaning that while they may be
highly literate in their preferred language, they both do not speak
English as their primary language (sometimes referred to as ``non-
native English speakers'') and have a limited ability to read, speak,
write, or understand English.\66\ Nationally, the most frequently
spoken languages among these households are Spanish, Chinese (including
Mandarin or Cantonese), French/Cajun/Haitian, Russian/Polish/Other
Slavic languages, Tagalog (including Filipino), German or West Germanic
languages, Vietnamese, Arabic, and Korean. Additional languages may be
more common in particular regions. According to the survey, as of 2022,
Spanish-speaking households account for 13 percent of households in the
United States and for 59 percent of households with limited English
proficiency in the United States, while the other languages are used at
rates between 1 percent and 9 percent of households with limited
English proficiency nationally.\67\
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\65\ See U.S. Census Bureau, 2022 American Communities Survey
Estimates Data: Detailed Household Language by Household Limited
English Speaking Status, American Community Survey Table B16002,
https://data.census.gov/table/ACSDT1Y2022.B16002?t=Language%20Spoken%20at%20Home&y=2022 (last
visited July 1, 2024) (2022 ACS Table). This survey identifies
``limited English-speaking households,'' which it defines as a
household in which no member 14 years old and over (1) speaks only
English or (2) speaks a non-English language and speaks English
``very well.'' This notice uses the term limited English
proficiency, which for purposes of this notice effectively has the
same meaning.
\66\ For more information about what ``limited English
proficiency'' means, see, e.g., Civ. Rights Div. of the U.S. Dep't
of Justice, Commonly Asked Questions, https://www.lep.gov/commonly-asked-questions. (last visited July 1, 2024).
\67\ See, e.g., 2022 ACS Table; see also Edward Golding et al.,
Is Limited English Proficiency a Barrier to Homeownership?, Urb.
Inst. (Mar. 2018), https://www.urban.org/sites/default/files/publication/97436/is_limited_english_proficiency_a_barrier_to_homeownership.pdf.
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CFPB outreach and market monitoring has shown that when borrowers
with limited English proficiency are not able to access early
intervention and loss mitigation communications in their preferred
language or when they obtain inaccurate translations of these
communications, those borrowers may have reduced ability to receive
effective loss mitigation assistance and may experience avoidable
foreclosures.\68\ Mortgage servicing communications provide critical
information for borrowers, and when those communications relate to
delinquency, they are often the first step to help borrowers explore
loss mitigation options to avoid foreclosure. These communications
provide instructions and binding agreement details, and many contain
technical legal information or information about complex and
specialized financial topics. Borrowers who fluently communicate in
English may have difficulty understanding some of this legal and
financial text, and that difficulty may compound for borrowers with
limited English proficiency. The increased difficulty in understanding
this information may result in missed information or a lack of
communication with the servicer if borrowers do not receive language
assistance, or it may push borrowers to seek outside sources for
assistance that may not be well versed in these topics or may not act
in the borrower's interest.
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\68\ See, e.g., Amendments to the 2013 Mortgage Rules Under the
Real Estate Settlement Procedures Act (Regulation X) and the Truth
in Lending Act (Regulation Z) 81 FR 72160, 72163 (Oct. 19, 2016).
See also CFPB, Spotlight on serving limited English proficient
consumers: Language access in the consumer financial marketplace, at
6-7 (Nov. 2017), https://files.consumerfinance.gov/f/documents/cfpb_spotlight-serving-lep-consumers_112017.pdf; CFPB, Statement
Regarding the Provision of Financial Products and Services to
Consumers With Limited English Proficiency, 86 FR 6306 (Jan. 21,
2021).
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Based on discussions with stakeholders, the CFPB understands that
there are some mortgage servicers that are successfully addressing
borrower language needs. These servicers effectively determine which
languages are necessary for the geographic areas in which they do
business, the investors they serve, and their business models. In
determining which languages are best for their business, these
servicers can quickly adapt as those borrower needs or business models
change. They can provide informed translations and interpretation
services, accurately conveying information to many borrowers in their
preferred language, and do so in hundreds of languages.
However, these efforts are not universal across the mortgage
market. Borrowers, consumer advocates, and industry stakeholders have
expressed concern that borrowers' ability to access mortgage
information in their preferred
[[Page 60225]]
language remains challenging.\69\ Some servicers may not offer
borrowers translated mortgage-related financial disclosures and written
documents or may not provide access to oral interpretation
services.\70\ Further, even when servicers make available
communications in a borrower's preferred language, borrowers may not be
able to obtain or effectively use those communications in their
preferred language because (1) the availability may not be widely
known, (2) the communications may have accuracy issues, or (3)
accessing the communications in the borrower's preferred language may
be prohibitively difficult.\71\ For example, borrowers that prefer
languages other than English often find that they encounter delays
using interpretation services offered by their mortgage servicer.\72\
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\69\ See, e.g., comments received in response to recent
rulemakings and requests for information, such as the CFPB's Request
for Information on the Equal Credit Opportunity Act and Regulation
B, 85 FR 46600 (Aug. 3, 2020), and the CFPB's Protections for
Borrowers Affected by the COVID-19 Emergency Under the Real Estate
Settlement Procedures Act (RESPA), Regulation X, 86 FR 34848 (June
30, 2021). See also Petition from NCLC to Rohit Chopra, Director,
CFPB Re. Request for RESPA Rulemaking: Home Equity Lines of Credit,
Home Equity Conversion Mortgages, Language Access, and Manufactured
Housing (Aug. 29, 2023), https://www.regulations.gov/document/CFPB-2023-0045-0001; Letter from Edward J. DeMarco, President, Hous.
Pol'y Council to Rohit Chopra, Director, CFPB Re. CFPB's Upcoming
Rulemaking on Regulation X Loss Mitigation Rules (Nov. 29, 2023),
https://www.housingpolicycouncil.org/_files/ugd/d315af_e2ce077e731d403f9c1f8407622158c8.pdf; Letter from Pete Mills,
Senior Vice President, MBA to Rohit Chopra, Director, CFPB Re.
Upcoming Rulemaking to Modernize the Loss Mitigation Rules of
Regulation X (Dec. 6, 2023), https://www.mba.org/docs/default-source/advertising/mba-regulation-x_early-intervention-and-loss-mitigation-letter_december-2023.pdf.
\70\ CFPB, Spotlight on serving limited English proficient
consumers: Language access in the consumer financial marketplace, at
12 (Nov. 2017), https://files.consumerfinance.gov/f/documents/cfpb_spotlight-serving-lep-consumers_112017.pdf.
\71\ See, e.g., NCLC, et al., Comments on the Federal Housing
Finance Agency's Request for Input on the Enterprise Equitable
Housing Finance Plans (Oct. 25, 2021), https://www.nclc.org/wp-content/uploads/2022/08/FHFA_Equitable_Hsg_Finance_RJ_LEP.pdf;
Kleimann Commc'n Grp., Language Access for Limited English
Proficiency Borrowers: Final Report (Apr. 2017), https://www.fhfa.gov/sites/default/files/2023-04/Borrower-Language-Access-Final-Report-June-2017.pdf (Kleimann 2017 Report); Ams. for Fin.
Reform (AFR), Barriers to Language Access in the Housing Market:
Stories from the Field (May 2016), https://ourfinancialsecurity.org/wp-content/uploads/2016/05/AFR_LEP_Narratives_05.26.2016.pdf (AFR
2016 Paper).
\72\ See Kleimann 2017 Report; AFR 2016 Paper.
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The CFPB expects mortgage servicers to assist borrowers with
limited English proficiency. As noted in the 2016 Mortgage Servicing
Final Rule, this includes communicating with borrowers clearly in the
borrower's preferred language, where possible, and especially when
lenders advertise in the borrower's preferred language.\73\ In that
rule, the CFPB stated that it was not imposing mandatory language
translation requirements or other language access requirements at that
time because, among other reasons, it had not had the opportunity to
take comment from all interested parties about the challenges in
addressing language access in the mortgage servicing context. The CFPB
stated that it would continue to consider language access in connection
with mortgage servicing and that it would further consider translation
or interpretation in the mortgage servicing context, if
appropriate.\74\ Since that time, the CFPB has conducted outreach and
stakeholder engagement and received comments from borrowers, consumer
advocates, and industry stakeholders on more recent rulemakings and
requests for information. Based on the information received, the CFPB
better understands the challenges and obstacles faced by both mortgage
borrowers and the mortgage servicing industry, as well as the
successful actions some have taken to overcome these challenges.
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\73\ 81 FR 72160, 72163-64, (Oct. 19, 2016); See also CFPB, New
rule ensures mortgage servicers provide options to potentially
vulnerable borrowers exiting forbearance (Sept. 30, 2021), https://www.consumerfinance.gov/about-us/blog/new-rule-ensures-mortgage-servicers-provide-options-potentially-vulnerable-borrowers-exiting-forbearance/.
\74\ 81 FR 72160, 72163, (Oct. 19, 2016).
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In order to meet the language access goals identified above and in
recognition of the successful industry practices noted above, the CFPB
is proposing to require servicers to provide (1) Spanish-language
translations of certain written communications to all borrowers; (2)
upon borrower request, translation or interpretation services of
certain written and oral communications in the requested language (as
long as it is one of the ``servicer-selected languages'' discussed
below), as well as brief translated statements on certain written
communications in five servicer-selected languages identifying the
availability of translations in those languages and how the borrower
can request those translations (i.e., translation and interpretation
availability statements); and (3) upon borrower request, translation or
interpretation services of certain written and oral communications in
languages the servicer knows or should have known were used in
marketing to the borrower for that mortgage loan.
The CFPB is not including proposed regulation text for these
proposed requirements as there may be multiple ways to structure the
specific requirement options detailed above, which will vary based on
the aspects of the proposed rule ultimately finalized. The CFPB
recognizes that public input will help design an effective
intervention, including potentially identifying additional relevant
details or alternative approaches, and is eager to consider those
suggestions as it drafts regulatory text. Though the CFPB is currently
proposing to limit these requirements to delinquency-related
communications, it may also consider additional language access and
translation requirements in future rulemakings.
The CFPB is seeking comment generally on current language access
practices and standards in the mortgage servicing industry that could
help further inform the final rule, and specifically:
(i) What is the capacity and availability of translation and
interpretation services used by servicers, including third-party
translation services? Have servicers experienced difficulty obtaining
translation or interpretation services, and if so, what are the details
of those difficulties?
(ii) What difficulties have borrowers experienced obtaining
translation or interpretation services?
(iii) Are there servicers that specialize in servicing mortgage
loans for borrowers who speak languages other than English and Spanish,
and if so, do they also originate mortgages using those languages?
(iv) Are there details the CFPB should provide on the extent to
which and how servicers currently translate or engage interpretation
services for less frequently spoken languages in the United States?
(v) How accurate are translations and interpretations of mortgage
servicing communications currently and what practices are used to
ensure accuracy? Are there factors that affect the enforceability of
requiring accuracy that the CFPB might consider? Are there bona fide
errors that may occur that the CFPB should consider?
(vi) Are there any relevant State laws that may affect provision of
mortgage servicing communications in languages other than English?
(vii) Are there additional flexibilities the CFPB should consider
to help ensure servicers are able to properly tailor these requirements
to the language needs of their borrowers?
[[Page 60226]]
1. Specified Communications for the Proposed Rule
i. Specified Written Communications
The CFPB is proposing that the written communication requirements
discussed in this part would apply to the (1) written early
intervention notices required under Sec. 1024.39(b), including any
changes set forth in this proposal, (2) the Sec. 1024.39(e)(2)
proposed written notices for borrowers whose forbearances will end
soon, and (3) written notices regarding loss mitigation currently
required under Sec. 1024.41, as well as any content changes or
additions set forth in this proposal, as discussed above. Collectively,
these notices are referred to in this part as the specified written
communications. The CFPB is proposing that the requirements discussed
in this part would apply to the notices identified above, but would not
apply to the website referred to in those notices. For example, the
proposed requirements would apply to the early intervention notice, but
not the website listing loss mitigation options that the CFPB is
proposing to require servicers to reference in that notice. The CFPB is
seeking comment on whether it should make subject to these requirements
any other written communications required by the CFPB's mortgage
servicing rules (such as the transfer of servicing notice, etc.) or the
website that the CFPB is proposing to require servicers to reference in
certain notices.
ii. Specified Oral Communications
The CFPB is proposing that the oral communication requirements
discussed in this part would apply to (1) live contact communications
required under Sec. 1024.39(a) and, if finalized, Sec. 1024.39(e),
and (2) oral communications made in compliance with a servicer's
continuity of contact requirements under Sec. 1024.40. These
communications are referred to in this part as the specified oral
communications. The CFPB is seeking comment on whether it should make
subject to these requirements any additional oral communications
required by the CFPB's mortgage servicing rules.
2. Translation and Interpretation Service Proposed Requirements
i. Spanish Language Translations for Specified Written Communications
The CFPB is proposing to require that servicers accurately
translate each of the specified written communications into Spanish and
provide the Spanish versions with the English versions to all
borrowers. As noted above, Spanish-speaking households account for
almost one in eight households and a majority of households with
limited English proficiency nationally. The CFPB has preliminarily
determined that the number of Spanish-speaking households warrant
provision of requiring Spanish translations of the specified written
communications to all mortgage borrowers.
The CFPB is proposing that translations provided by the servicer in
Spanish must be accurate. Inaccurate translations would violate not
only this translation requirement, but also the underlying
communication content requirements. The CFPB is not proposing specific
format requirements (e.g., spacing, layout, font size, readability on
electronic devices) for servicers when providing both English and
Spanish versions of the specified written communications.
The CFPB seeks comment on these proposed requirements and on
whether it should consider (1) format or readability requirements and
(2) providing flexibility or exceptions (for example, for servicers
without any Spanish-speaking borrowers).
ii. Translations of Specified Written Communications and
Interpretations of Specified Oral Communications Upon Request
The CFPB also aims to address the language access needs of the 10
percent of United States households with limited English proficiency
that speak a language other than English or Spanish. First, the CFPB is
proposing to require that servicers, upon borrower request, provide
accurate translations of the specified written communications to
borrowers in certain servicer-selected languages. Second, the CFPB is
proposing to require that servicers, upon borrower request, make
available and establish a connection (e.g., making a telephone
connection in real time) with interpretation services before or within
a reasonable time of establishing connection with borrowers during the
specified oral communications to the extent that the borrower's
requested language is one selected by the servicer under the
requirements of the proposed rule. For this aspect of the proposed
rule, the CFPB is proposing to require that servicers would be the
party responsible for coordinating with the interpretation services
such that those services are able to translate in real-time (e.g.,
through a conference call) the conversation between the servicer
personnel and the borrower. The proposed rule would limit the burden on
borrowers that may prefer a language other than English by permitting
those borrowers to receive the specified communications in the
borrower's preferred language without having to spend additional time
waiting for connection to interpretation services or receive those
services in a separate phone call. For both aspects of this proposed
requirement, the CFPB is proposing to require a servicer to act only
upon receipt of a borrower's request for translation or interpretation
services.
The CFPB is proposing to require that servicers must ensure that
the translations and interpretation services used under this proposed
requirement are accurate. Failure to provide accurate translations or
interpretations would result in a violation of not only this proposed
requirement, but also the underlying requirements.
The CFPB is proposing to provide individual servicers with
discretion to select the languages used for translation and
interpretation, but also proposes caveats to that discretion. The
servicer would be required to select languages that (1) collectively
address the needs of at least a significant majority of their non-
Spanish speaking borrowers with limited English proficiency (although
interpretation services must also be made available in Spanish), and
(2) must include the five languages identified for the translation and
interpretation availability statement, as discussed below. The CFPB
acknowledges that servicers may need to reevaluate the language
decisions periodically, to ensure they continue to meet the standard
for discretion. The CFPB has also identified alternative methods for
determining the languages for which servicers must be able to provide
translations and discusses those alternatives in part IV.D below.
The CFPB has preliminarily determined that allowing a servicer
discretion to select which languages it uses to comply with this
proposed requirement will best serve borrowers over time as language
demographics and servicer business strategies may change. The CFPB
recognizes that the composition of the United States population is not
static, and the utilization of various languages in the United States
will change. Additionally, regional language usage may differ from
national language usage. Permitting individual servicer discretion also
allows for flexibility as a servicer changes its business strategies,
such as when a servicer shifts the regions in which it primarily
services mortgage loans. The flexibility would also prevent servicers
from being required to translate the specified written communications
in languages that are
[[Page 60227]]
not spoken by the borrowers that they serve, preventing servicers from
incurring unnecessary costs.
The CFPB is seeking comment on these proposed requirements and
specifically requests comment on:
(i) Should the CFPB provide minimum standards for identifying
translator or interpreter services, such as requiring ``qualified''
translators or interpreters, and if so, what the requirements should
be?
(ii) Should the CFPB provide minimum standards for language
selection, such as standards related to significant majority
determinations, and if so, what they should be?
(iii) Should the CFPB require servicers to periodically reevaluate
the language determinations?
(iv) Are there certain languages that the CFPB should consider
specifying as required for translation or interpretation, no matter the
preferences of the servicer's borrowers?
iii. Five Brief In-Language Statements (Other Than English or Spanish)
Regarding Translation and Interpretation Availability in the English
Specified Written Communications
To increase borrower awareness of the availability of the
translations and interpretations discussed above, the CFPB is proposing
to require servicers to provide five brief statements, accurately
translated into five languages other than English or Spanish, in the
English version of the specified written communications. Under the
proposed rule, these statements would identify the availability of
translated versions of the specified written communications and
interpretation services for the specified oral communications in those
five languages and how the borrower can request those translations or
interpretation services (i.e., translation and interpretation
availability statements).
According to stakeholder feedback, borrowers that prefer languages
other than English or Spanish may not be aware that translations or
interpretations are available from their servicer or may not know how
to obtain those services in their preferred language.\75\ In-language
statements highlighting the availability and instructions for obtaining
translations and interpretation services may increase the likelihood
that borrowers will successfully request translations and
interpretations services. For example, in complying with the proposed
translation and interpretation availability statement requirement, a
servicer might identify Chinese, Vietnamese, Tagalog, Russian, and
French as the top five languages used by a significant majority of its
collective non-Spanish speaking borrowers with limited English
proficiency. The servicer would include in the English version of the
specified written communications a statement in each of those five
languages (i.e., five statements in total) that tells the borrower
communications are available in [Chinese/Vietnamese/Tagalog/Russian/
French] upon request and briefly describes how the borrower can make
that request.
---------------------------------------------------------------------------
\75\ See, e.g., Kleimann 2017 Report.
---------------------------------------------------------------------------
For the languages selected for the translation and interpretation
availability statements, the CFPB is proposing that servicers must
select five of the most frequently used languages from the languages
spoken collectively by a significant majority of their borrowers with
limited English proficiency that prefer languages other than English
and Spanish, as discussed above. The CFPB has preliminarily determined
to limit the number of languages to five languages. Based on examples
reviewed by the CFPB of the specified written communications currently
in use with this type of statement, it appears that five statements
would be feasible to include on the specified written communications
without affecting their readability or significantly adding length.
The CFPB is not proposing specific model language for the
translation and interpretation availability statements for several
reasons. Regulation X currently provides flexibility to servicers to
develop their own terminology and scripts to use for many of their
required written and oral communications. The CFPB also recognizes that
some servicers already provide these types of statements in certain of
their written communications. To reduce implementation costs for those
currently providing statements that would comply with this proposal,
the CFPB has preliminarily determined servicers should have the
flexibility to determine the terminology and phrasing for the
statements.
The CFPB is seeking comment on these proposed requirements and
specifically requests comment on:
(i) Are there current process or technology limitations that may
prevent a servicer from complying with this proposed requirement, and
if so, what they are?
(ii) Are there certain languages that the CFPB should consider
specifying as required for the translation and interpretation
availability statements?
(iii) Should the CFPB consider requiring more or fewer than five
languages for the translation and interpretation availability
statements? Should the CFPB address situations where the languages
spoken collectively by a significant majority of a servicers' borrowers
with limited English proficiency are fewer than five different
languages?
(iv) How are servicers currently notifying borrowers of the
availability of translations or interpretation services, including the
language or languages currently used?
iv. Translation and Interpretation Services in Languages Used in
Marketing Upon Request
The CFPB is also proposing that, if a borrower received marketing
for their mortgage loan before origination in a language other than
English, and the servicer knows or should have known of that marketing,
the servicer must comply with the translation and interpretation
service requirements in part IV.D for that language, even if it is not
a language selected by the servicer under that requirement. For
example, if a servicer knows or should have known that a mortgage it
services was marketed to a borrower in Navajo, then, under the proposed
rule, it would be required to provide accurate Navajo translations of
the specified written communications upon the borrower's request and
must engage accurate Navajo interpreter services under the conditions
specified in the proposed rule upon the borrower's request. Failure to
provide accurate translations or interpretations would result in a
violation of not only this requirement, but also the underlying
requirements of the specified written or oral communications, as
applicable.
When marketing for financial products is provided in a borrower's
preferred language, the CFPB has preliminarily determined that such
marketing might falsely imply to the borrower (or sometimes explicitly
promise) that future communication regarding that financial product
will also be available in that language, regardless of any disclaimers
that might be used. Borrowers with limited English proficiency might
shop for mortgage products based on the implied or explicit promise of
future in-language communications to ensure that they can better
understand the terms of and communications about the mortgage product.
The CFPB recognizes that servicers may not have direct involvement
in the
[[Page 60228]]
marketing for the mortgage, and there may be limited information
available to the servicer about those marketing efforts. As such, the
CFPB is limiting the proposed rule to those situations where a servicer
knows or should have known of that in-language marketing.
The CFPB is seeking comment on these proposed requirements and
specifically requests comment on:
(i) What information is currently in a loan's servicing file or
information readily available elsewhere that might inform servicers of
the language that was used to market the borrower's mortgage loan
before origination?
(ii) How prevalent is it for institutions that originate a mortgage
to retain servicing rights for that mortgage?
(iii) Should the requirement described be limited to only those
servicers that originated the mortgages at issue, or are there other
exceptions that should be created?
(iv) Should the CFPB consider other ways to help ensure implied or
explicit promises about the future availability of language access made
to borrowers during marketing are upheld?
3. Alternatives for Determining Which and How Many Languages To Require
As discussed above, the CFPB is proposing to permit individual
servicers discretion to determine the languages used to comply with the
requirements above. Regarding this servicer discretion, the CFPB is
proposing the languages selected should be based on the collective
needs of a significant majority of a servicer's non-Spanish-speaking
borrowers with limited English proficiency. The CFPB is seeking comment
on whether the proposed servicer discretion described above is the
appropriate method to determine how many and which languages a servicer
should use or whether alternative methods, such as a list maintained by
a designated source outside the regulation, or a threshold or ranking
system established by the CFPB would be better suited for the proposed
requirements.
4. Interaction With Sec. 1024.32(a)(2)
Because the CFPB is proposing to require translations for the
specified written and oral communications, the CFPB is also proposing
conforming amendments to existing Sec. 1024.32(a)(2). Section
1024.32(a)(2) currently provides servicers the option of providing
borrowers with servicing disclosures required under subpart C of
Regulation X in languages other than English, provided that the
disclosures are also made available in English upon a recipient's
request. The CFPB is proposing to amend this requirement to make clear
that this optionality remains as to subpart C, except as otherwise
required by the sections this proposal would amend to require
translations for the written communications discussed in part IV.D.
E. Credit Reporting Protections for Borrowers Undergoing Loss
Mitigation Review
Through the CFPB's market monitoring activities, the CFPB is aware
of a select number of specific instances where mortgage servicers may
be furnishing information about borrowers undergoing loss mitigation
review that raise questions about accuracy and consistency.
First, the CFPB has learned that some servicers furnish information
indicating a consumer is delinquent in making a payment even after a
borrower and servicer have agreed to some type of loss mitigation
option, and the borrower is performing according to the terms of that
loss mitigation option. For example, the CFPB is aware of situations
where the servicer has agreed to reduce a borrower's monthly payment by
modifying the underlying mortgage loan agreement, but the servicer
continues to furnish negative credit reporting information after the
borrower performs on the modified agreement. The CFPB has heard that
this occurs when the servicer has not implemented the loss mitigation
option in their servicing system in a timely manner and instead
continues to report delinquency based on the loan terms that were in
place prior to the loss mitigation option. Continuing to report
delinquency based on the loan terms in place before the loss mitigation
agreement may raise questions about the accuracy and consistency of
credit reports.
Second, the CFPB has learned that some servicers may be using the
Metro 2 Format and associated Consumer Data Industry Association (CDIA)
guidance inconsistently, or not at all, when reporting tradeline data
when the borrower is affected by a natural disaster.\76\ For example,
the CFPB has heard that some servicers report the ``AW'' code for some
mortgages that the servicer knows were affected by a natural disaster
but not others. While the CFPB is aware that CDIA has characterized
some tradeline data as optional, reporting optional tradeline data for
certain mortgages, but not others, raises questions about credit
reporting accuracy and consistency.
---------------------------------------------------------------------------
\76\ Most servicers provide consumer credit information to one
or more credit reporting agencies (CRAs) using a standardized
electronic data reporting format called the ``Metro 2 Format.'' The
Metro 2 Format transmits consumer credit account data and is
maintained and updated by the Consumer Data Industry Association
(CDIA). From time to time, CDIA will provide guidance to furnishers
on how to report data to CRAs. Tradelines are the accounts in a
borrower's name reported by furnishers such as mortgage servicers.
For each tradeline, furnishers generally provide the type of credit
(e.g., mortgage), the loan amount, the account balance, the account
payment history (including the timeliness of payments), whether the
account is delinquent or in forbearance, and other relevant
information that pertains to the type of credit being reported.
---------------------------------------------------------------------------
The CFPB is aware that some creditors already make policy decisions
to not factor in certain types of negative credit reporting
information, such as late payments, that are associated with the ``AW''
code when assessing credit risk. By excluding the ``AW'' code from
credit reports for certain borrowers that the servicer knows are
affected by a natural disaster but not others that the servicer also
knows are affected by a natural disaster, servicers may undermine the
utility of credit reporting data for future creditors.
The CFPB also understands that some servicers furnish tradeline
data without context that could give creditors more complete and
accurate information about a borrower's potential credit risk. For
example, some servicers do not consistently report a mortgage in
forbearance using the forbearance code set forth under CDIA's guidance
on reporting accounts placed in forbearance as a result of a natural or
declared disaster.\77\ Failing to include the forbearance code or other
tradeline data that provides needed context about a mortgage that is in
loss mitigation review may lead creditors to falsely conclude that a
borrower merely stopped making payments for a certain period of time
without the mortgage servicer's agreement. This circumstance also
raises questions about the report's accuracy.
---------------------------------------------------------------------------
\77\ CDIA incorporates its FAQs in their Credit Reporting
Resource Guide, which is a resource that includes the Metro 2
Format. CDIA's guidance on reporting accounts placed in forbearance
is found in FAQ 45. See Consumer Data Indus. Ass'n, Credit Reporting
Resource Guide, Question 45: How should accounts in forbearance be
reported?, https://crrg.s3.amazonaws.com/FAQ+45.pdf (last visited
July 1, 2024).
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Inaccurate information may result in lenders inaccurately assessing
a borrower's credit risk for several years after the information
appears on a credit report. Moreover, the information in these reports
is used by many different types of businesses, such as insurers,
landlords, and employers, to make eligibility and other decisions about
borrowers. Thus, inaccurate information in a credit report may have
far-reaching effects on a borrower.
[[Page 60229]]
In light of the concerns mentioned above, the CFPB is considering a
variety of solutions that could improve the accuracy and consistency of
credit reporting information furnished by servicers. These solutions
could include adding to or amending CFPB regulations to ensure
servicers report accurate information or amending furnisher guidance to
improve or enhance the guidance provided to furnishers on how to report
tradeline data. The CFPB seeks to learn more about furnishing concerns
so that it can better understand how to address them.
The CFPB is requesting comment about possible approaches it could
take to ensure mortgage servicers are furnishing accurate and
consistent credit reporting information for borrowers undergoing loss
mitigation review. In particular, the CFPB requests comments on the
following issues:
(i) What servicer practices may result in the furnishing of
inaccurate or inconsistent information about mortgages undergoing loss
mitigation review?
(ii) What protocols or practices do servicers currently use to
ensure that mortgages are being reported accurately and consistently?
Are there specific protocols or practices for ensuring loans in
forbearance or borrowers affected by a natural disaster are reported
accurately and consistently?
(iii) Would it be helpful to have a special code that would be used
to flag all mortgages undergoing loss mitigation review in tradeline
data?
(iv) What steps should the CFPB take to ensure servicers furnish
accurate and consistent tradeline data?
F. Record Retention (Sec. 1024.38)
The CFPB is proposing to amend existing Sec. 1024.38(c)(1) to
specify that the requirement to retain records that document actions
taken with respect to a borrower's mortgage loan account includes
retention of records evidencing compliance with Regulation X. The CFPB
is also proposing to amend existing comment 38(c)(1)-1 with an example
illustrating these requirements as they would apply if this proposal's
amendments to the loss mitigation framework are finalized.
In the 2013 Mortgage Servicing Final Rule, the CFPB noted that the
record retention requirement and timeframe were necessary for servicer
compliance with specific legal obligations and to ensure that the CFPB
and other regulators have an opportunity to supervise servicers'
compliance with applicable laws effectively. However, the CFPB has
heard from stakeholders that some servicers may be interpreting the
existing requirement to be more limited. Existing Sec. 1024.38(c)(1)
requires that a servicer retain records of actions taken with respect
to a borrower's mortgage loan account. That category of actions is
broad, and it includes actions taken to evidence compliance with
Regulation X. To make clearer that servicers must retain records that
evidence compliance with Regulation X, the CFPB is proposing to amend
Sec. 1024.38(c)(1). The CFPB is also proposing to amend comment
38(c)(1)-1 to provide an example illustrating requirements regarding
methods of record retention if this proposal's amendments to the loss
mitigation framework are finalized. The proposed comment notes that a
servicer could use a computer program to create and retain records of
the date a borrower makes a request for loss mitigation assistance, so
long as the servicer ensures it can easily access those records. The
CFPB notes that, if this proposal is finalized, a servicer would also
be required to create and retain records of additional actions taken to
evidence compliance with its requirements, such as creating and
retaining records demonstrating the date the servicer stops advancement
of the foreclosure process or creating and retaining records that
demonstrate the servicer's steps regularly taken to identify and obtain
information and documents necessary for loss mitigation review or to
notify a borrower of a loss mitigation determination.
The CFPB is seeking comment on these proposed requirements and, in
particular, whether the CFPB should provide minimum standards to
evidence compliance or specific requirements for recordkeeping,
including whether it should provide data standards for mortgage
servicers.
G. Removal of Regulations Implemented in Response to the COVID-19
Pandemic
In response to the COVID-19 pandemic, the CFPB amended Sec. Sec.
1024.31, 1024.39, 1024.41 and related commentary in its June 2020 and
June 2021 servicing rules. Among other things, the CFPB added COVID-19-
related hardship as a defined term, added temporary COVID-19-related
additional early intervention live contact requirements, added
temporary special COVID-19-related loss mitigation procedural
safeguards, added temporary exceptions from the general anti-evasion
requirements for certain COVID-19 related loss mitigation options, and
addressed servicer's contact and reasonable diligence requirements
relating to delinquent borrowers exiting a short-term payment
forbearance program made available to borrowers experiencing a COVID-
19-related hardship.
Because both the temporary additional early intervention live
contact requirements and the temporary special COVID-19 loss mitigation
procedural safeguards have expired and the COVID-19 Public Health
Emergency expired on May 11, 2023,\78\ the CFPB proposes to remove the
language relating to the COVID-19 pandemic added by the June 2020 and
June 2021 servicing rules from Sec. Sec. 1024.31, 1024.39(a),
1024.39(e), 1024.41(c)(2)(i), 1024.41(c)(2)(v), 1024.41(c)(2)(vi),
1024.41(f)(3) and comments 39(a)-3, 39(a)-4.i, 39(a)-4.ii, 39(a)-6,
41(b)(1)-4.iv, 41(f)(3)-1, 41(f)(3)(ii)(C)-1, and 41(f)(3)(ii)(C)-2.
---------------------------------------------------------------------------
\78\ Press Release, U.S. Dep't of Health & Human Servs., HHS
Secretary Xavier Becerra Statement on End of the COVID-19 Public
Health Emergency (May 11, 2023), https://www.hhs.gov/about/news/2023/05/11/hhs-secretary-xavier-becerra-statement-on-end-of-the-covid-19-public-health-emergency.html.
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H. Other Conforming Changes
In addition to the changes discussed in part IV above, the proposed
rule would amend regulatory text in 1024.35(9) and (10),
1024.38(b)(2)(iv)-(vi) and (b)(3)(iii), 1024.40(b)(1)(ii)-(iv) and
(b)(2)(ii) and various commentary to Sec. 1024.31, 1024.38, 1024.39,
and 1024.41 to conform with other changes in the proposed rule. For
example, the proposed rule would update commentary to Sec. 1024.38
regarding servicer policies and procedures to delete references to a
complete application and instead refer to a borrower making a request
for loss mitigation assistance.
I. Other Servicing Issues--Requests for Comment
1. Zombie Mortgages
In recent years, some borrowers are hearing from companies that
claim to own or have the right to collect on long-dormant second
mortgages, also known as zombie mortgages. Many borrowers, having not
received any notices or periodic statements for years, concluded that
these second mortgages had been modified along with the first mortgage,
discharged in bankruptcy, or forgiven. These companies often demand the
outstanding balance on the second mortgage, plus fees and interest, and
threaten to foreclose if the borrower does not or cannot pay. The CFPB
is concerned about homeowners who may be facing foreclosure threats and
other collection activity because of long-dormant second mortgages.
The CFPB issued an April 2023 advisory opinion providing guidance
on
[[Page 60230]]
debt collectors attempting to foreclose on zombie mortgages.\79\ The
advisory opinion noted that entities selling or collecting on these
second mortgages may also be subject to certain requirements under
RESPA, the Truth in Lending Act, and the CFPB's mortgage servicing
rules. For example, unless an exemption applies, the CFPB's mortgage
servicing rules require servicers to provide periodic statements to
consumers. The CFPB seeks data and information on the prevalence of
this issue. The CFPB also seeks comments on whether and to what extent
this issue may continue to cause consumer harm in the future, and any
additional actions the CFPB could take, including amending existing
rules, to better protect borrowers from harm caused by collection
activity on these types of mortgages.
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\79\ See 88 FR 26475 (May 2023).
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2. Disclosure of Deferred Amounts
As noted in part II, non-loan modification loss mitigation options,
including deferrals, have become increasingly common in recent years.
In a deferral, missed payments are typically moved to the end of the
loan term and generally become due when a borrower refinances, sells,
or otherwise terminates their mortgage. The CFPB wants to ensure that
borrowers are not taken by surprise when these amounts become due. The
CFPB therefore requests comment on whether there are actions it could
take, including amending existing rules, to help ensure that borrowers
are regularly reminded of deferred amounts that may be due at the end
of their loan terms.
3. Successors in Interest
In 2016, the CFPB finalized three sets of rule changes relating to
successors in interest. First, the CFPB adopted definitions of
successor in interest for purposes of Regulation X's subpart C and
Regulation Z that are modeled on the categories of transfers protected
under section 341(d) of the Garn-St. Germain Depository Institutions
Act of 1982. Second, the CFPB finalized rules relating to how a
mortgage servicer confirms a successor in interest's identity and
ownership interest. Third, the CFPB finalized rules providing that a
confirmed successor in interest is a borrower for purposes of Sec.
1024.17 and subpart C of Regulation X and a consumer for purposes of
Sec. 1026.20(c) through (e), 1026.36(c), 1026.39, and 1026.41 of
Regulation Z.\80\
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\80\ See 12 CFR 1024.30(d); 12 CFR 1026.2(a)(11).
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Despite these added protections, the CFPB has received reports from
housing counselors and consumer advocates indicating that potential
successors in interest continue to encounter delays and other
communication difficulties when contacting servicers in an effort to
confirm their successor in interest status. These challenges can have
downstream implications for successors in interest by interfering with
their ability to obtain loss mitigation reviews and to trigger
foreclosure protections. Additionally, the CFPB has received reports
from housing counselors and consumer advocates indicating that there
are categories of homeowners who do not fit the current Regulation X
definition of a successor in interest, such as, for example, non-
relatives who receive property upon the death of a borrower or co-
owners who do not sign their home's promissory note. Often servicers
will not allow such homeowners to access information about the mortgage
on their home or to apply for loss mitigation.
The CFPB seeks comment on additional actions it could take,
including amending existing rules, to better protect potential
successors in interest, confirmed successors in interest, and
homeowners who do not fit the current Regulation X definition of a
successor in interest. The CFPB also seeks data and information on the
prevalence of consumer protection issues relating to these consumers.
4. Relation to State laws
Section 1024.5(c)(1) provides that state laws that are inconsistent
with RESPA and Regulation X are preempted, but only to the extent of
that inconsistency. Comment 5(c)(1)-1 provides that State laws that
give greater protection to consumers are not inconsistent with and are
not preempted by RESPA or Regulation X. The CFPB recognizes that some
States impose their own mortgage servicing requirements and that those
requirements may be based on the early intervention and loss mitigation
requirements in the CFPB's current mortgage servicing rules, resulting
in some overlap if this proposal to amend those requirements were
finalized.
The CFPB is requesting comment on possible preemption interventions
it could undertake if this proposal is finalized. The CFPB seeks
comment on the following:
(i) Are there inconsistencies between the CFPB's proposal, if
finalized, and existing State law? If so, what are the details of such
inconsistency?
(ii) Are there specific burdens or costs caused by any potential
inconsistency or overlap between the CFPB's proposal, if finalized, and
State laws related to early intervention and loss mitigation?
V. Proposed Effective and Compliance Dates
The CFPB proposes that all changes proposed herein, except for the
proposed language access requirements discussed in part IV.D, take
effect 12 months after publication of a final rule in the Federal
Register. This timing is consistent with the 2013 Mortgage Servicing
Final Rule, which provided servicers 11 months (330 days) from its
publication in the Federal Register to implement requirements relating
to force-placed insurance, error resolution and information requests,
general servicing policies and procedures, early intervention,
continuity of contact, and loss mitigation procedures.\81\ Apart from
the proposed language access requirements, the current proposal largely
streamlines or builds upon requirements in the current regulation.
Therefore, the CFPB preliminarily determines that 12 months would be an
appropriate amount of time for servicers to implement all proposed
changes other than the proposed language access requirements.
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\81\ 78 FR 10696, 10842 (Feb. 14, 2013).
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The CFPB proposes that the proposed language access provisions
discussed in part IV.D take effect 18 months after publication of a
final rule in the Federal Register. These proposed language access
provisions generally would require mortgage servicers to make certain
written and oral communications under the CFPB's mortgage servicing
early intervention and loss mitigation provisions available in multiple
languages. To implement these proposed provisions, the CFPB anticipates
that servicers would need additional time to complete tasks, such as
updating systems and software, coordinating with third party service
providers, revising policies and procedures, training staff, and
performing compliance testing; therefore, the CFPB preliminarily finds
that an effective date of 18 months after publication in the Federal
Register may be appropriate. The CFPB seeks comments on the proposed
effective dates.
The CFPB also seeks comment on whether it should allow servicers to
comply early with any or all of the proposed provisions. With respect
to provisions that have a proposed effective date of 12 months after
publication of a final rule in the Federal Register, the CFPB proposes
to permit optional early compliance only to the extent that a servicer
could comply with
[[Page 60231]]
all provisions that have the same 12-month effective date. For example,
under the proposed rule, a servicer could not begin to conduct
sequential reviews of loss mitigation options as would be permitted
under proposed Sec. 1024.41(f)(2) prior to the final rule's effective
date unless they also were able to comply with all other provisions in
the rule with an effective date of 12 months. The CFPB preliminarily
determines that the provisions with a 12-month effective date are too
intertwined and too interdependent to allow early compliance on a
provision-by-provision basis. For the language access provisions that
have a proposed effective date of 18 months after publication of a
final rule in the Federal Register, the CFPB proposes to permit
servicers to choose optional early compliance with those provisions
without requiring early compliance with other provisions. The CFPB
understands that some servicers already offer translations of certain
written communications and the CFPB would not wish to discourage
servicers from continuing to offer such translations prior to the
rule's effective date.
VI. CFPA Section 1022(b) Analysis
In developing this proposed rule, the CFPB has considered the
proposed rule's potential benefits, costs, and impacts as required by
section 1022(b)(2)(A) of the Dodd-Frank Act.\82\ The CFPB requests
comment on the preliminary analysis presented below as well as
submissions of additional data that could inform the CFPB's analysis of
the benefits, costs, and impacts.
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\82\ Specifically, section 1022(b)(2)(A) of the Dodd-Frank Act
requires the CFPB to consider the potential benefits and costs of
the regulation to consumers and covered persons, including the
potential reduction of access by consumers to consumer financial
products and services; the impact of rules on insured depository
institutions and insured credit unions with less than $10 billion in
total assets as described in section 1026 of the Dodd-Frank Act; and
the impact on consumers in rural areas.
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A. Data Limitations and Quantification of Benefits, Costs, and Impacts
The discussion below relies on information that the CFPB has
obtained from industry, other regulatory agencies, and publicly
available sources, including reports published by the CFPB. These
sources form the basis for the CFPB's consideration of the likely
impacts of the proposed rule. The CFPB provides estimates, to the
extent possible, of the potential benefits and costs to consumers and
covered persons of the proposed rule given available data. However, as
discussed further below, the data with which to quantify the potential
costs, benefits, and impacts of the proposed rule are generally
limited.
Considering these data limitations, the analysis below generally
includes a qualitative discussion of the benefits, costs, and impacts
of the proposed rule. General economic principles and the CFPB's
expertise in consumer financial markets, together with the limited data
that are available, provide insight into these benefits, costs, and
impacts.
B. Small Servicer Exemption
Small servicers--generally, those that service 5,000 or fewer
mortgage loans, all of which the servicer or affiliates own or
originated--are exempt from all new requirements under the proposed
rule.\83\ Therefore, the discussion of potential benefits and costs
below generally does not apply to small servicers or to consumers whose
mortgage loans are serviced by small servicers.
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\83\ Regulation Z Sec. 1026.41(e)(4)(ii) defines the term
``small servicer'' as a servicer that either: ``(A) Services,
together with any affiliates, 5,000 or fewer mortgage loans, for all
of which the servicer (or an affiliate) is the creditor or assignee;
(B) Is a Housing Finance Agency, as defined in 24 CFR 266.5; or (C)
Is a nonprofit entity that services 5,000 or fewer mortgage loans,
including any mortgage loans serviced on behalf of associated
nonprofit entities, for all of which the servicer or an associated
nonprofit entity is the creditor . . .''
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C. Baseline for Analysis
In evaluating the benefits, costs, and impacts of this proposed
rule, the CFPB considers the impacts of the proposed rule against a
baseline in which the CFPB takes no action. This baseline includes the
Mortgage Servicing Final Rules as currently in effect.\84\
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\84\ The CFPB has discretion in any rulemaking to choose an
appropriate scope of analysis with respect to potential benefits,
costs, and impacts, and an appropriate baseline.
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D. Potential Benefits and Costs to Consumers and Covered Persons of the
Proposed Rule
This section discusses the benefits and costs to consumers and
covered persons of the following main provisions in the proposed rule:
(1) the replacement of the complete application framework with a
streamlined process that allows for the possibility of sequential loss
mitigation reviews and includes proposed foreclosure procedural
safeguards throughout a loss mitigation review cycle; (2) ensuring
consumers are informed of all available loss mitigation options early
in the process and changes to early intervention requirements when
consumers are in forbearance; (3) fee protections during a loss
mitigation review cycle; (4) changes to loss mitigation determination
notice requirements; (5) clarification of notice of error requirements
and appeal rights; and (6) new language access requirements discussed
in the preamble.
The primary goal of these proposed amendments would be to reduce
avoidable foreclosures, including by getting homeowners into loss
mitigation solutions more quickly. These proposed amendments aim to
address this goal by removing certain prescriptive requirements from
the existing rules and proposing certain procedural safeguards to
protect borrowers and align servicer incentives with reviewing
borrowers for loss mitigation assistance quickly and accurately. As
such, the discussion below of the primary costs and benefits to
consumers and covered persons focuses on proposed changes in the rule
as they relate to the goals of reducing avoidable foreclosures and
protecting borrowers from harms that can occur during the loss
mitigation review process.
The CFPB also would amend existing record retention requirements to
clarify that they include retention of records evidencing compliance
with the regulation overall. For covered persons who are not already
retaining these records, the CFPB anticipates that this proposed
amendment would impose at most minimal costs to update policies and
procedures since the relevant records are already produced through
compliance with the existing rule, and storage systems are already in
place to comply with other record retention requirements.
1. Updating the Complete Application Framework
Proposed amendments to Sec. 1024.41 would replace the existing
rule's complete application framework with a streamlined process that
allows for the possibility of sequential loss mitigation reviews. A
loss mitigation review cycle would begin when the borrower requests
loss mitigation assistance and would terminate at the time the mortgage
is successfully brought current or one of the procedural safeguards in
proposed Sec. 1024.41(f)(2) is met. Certain procedural safeguards
against foreclosure would persist during the loss mitigation review
cycle. Under the proposed rule, investors could still require that
servicers perform a simultaneous review for all available loss
mitigation options. However, the proposed rule would allow flexibility
for sequential loss mitigation reviews with corresponding proposed
foreclosure procedural safeguards throughout a loss mitigation review
[[Page 60232]]
cycle, and thus this analysis focuses on that approach.
i. Benefits and Costs to Consumers
Generally, the goal of this proposed amendment would be to reduce
avoidable foreclosure by aligning servicer incentives so that servicers
could review borrowers for loss mitigation options quickly and
accurately. There are two primary considerations of costs and benefits
to consumers in this proposed rule. The first relates to preventing
borrower harm by preventing avoidable foreclosures and other
consequences of delinquency. For example, for borrowers experiencing
financial distress, allowing flexibility for an expedited review of
loss mitigation options may prevent the borrower from incurring costs
associated with the foreclosure process and experiencing negative
impacts to their credit reporting. As outlined below, the cost of
foreclosure to borrowers is large and manifests through both monetary
and non-monetary costs.
The second consideration relates to the potential consequences for
borrowers' consideration of all available loss mitigation options. The
existing rule provides that once an application is complete, the
servicer must evaluate the borrower for all loss mitigation options
simultaneously. This includes options for the borrower to sell their
home or liquidation options even if the borrower has indicated they
would like to remain in the home. The proposed framework would allow
servicers to evaluate borrowers more quickly and would provide
flexibility to the servicer so that the servicer would not need to
review the borrower for non-retention options in instances where the
borrower has indicated they would like to remain in the home, for
example. Upon informing the borrower of the results of a loss
mitigation review, the new framework also would require servicers to
provide information about other available loss mitigation options. This
will allow borrowers to ask for review for other loss mitigation
options that they may prefer.
Avoidance of Foreclosure and Other Consequences of Delinquency
Both the proposed loss mitigation review framework and proposed
foreclosure procedural safeguards would play an important role in
reducing the probability that a borrower enters foreclosure and that an
avoidable foreclosure is completed, which would otherwise cause
borrowers to lose their homes, incur expenditures associated with the
foreclosure process and incur non-monetary costs associated with
foreclosure. The proposed loss mitigation review framework would
provide greater flexibility to servicers to evaluate borrowers for loss
mitigation options more quickly and accurately. The CFPB expects that
the proposed loss mitigation review framework would increase access to
loss mitigation for many borrowers, allowing more borrowers to be
evaluated for loss mitigation options than they otherwise would have
and reducing avoidable foreclosures. Furthermore, the proposed rule
would expand foreclosure procedural safeguards to begin the moment the
borrower requests loss mitigation assistance as opposed to the existing
rule's foreclosure protections, which generally begin only after the
receipt of a complete loss mitigation application. The proposed rule
would prevent servicers from initiating or advancing foreclosure
proceedings against borrowers from the moment they request loss
mitigation assistance until the mortgage is successfully brought
current or one of the procedural safeguards in proposed Sec.
1024.41(f)(2) is met. The CFPB expects that the proposed foreclosure
procedural safeguards would reduce the probability of foreclosure, as
described in more detail below.
The proposed loss mitigation review framework would be expected to
reduce avoidable foreclosures by increasing the likelihood that a
borrower receives a loss mitigation option sooner. The CFPB understands
there are a subset of borrowers who fail to complete a loss mitigation
application despite significant improvements in mortgage servicing
practices since the 2013 Mortgage Servicing Rules. The barriers to
completing a loss mitigation application were well demonstrated during
HAMP. Responses to the American Survey of Mortgage Borrowers \85\ (ASMB
2020 Survey) also suggest that borrowers experiencing financial
distress had difficulty accessing loss mitigation programs during the
COVID-19 pandemic. Among borrowers who had payment concerns or
difficulties in 2020, half of respondents reported that they did not
think they qualified for a program or that they did not know how or
where to apply for programs. More than one-quarter of respondents
experiencing financial distress reported that they experienced
``challenges in getting help to address loan payment concerns or
difficulties'' due to the application process being ``too much
trouble.'' \86\ In interviews conducted for the CFPB's 2019 RESPA
Servicing Assessment, housing counselors reported that the leeway
servicers have in defining when an application is complete under the
existing rule makes it challenging to determine whether their
application is complete or what additional information is necessary to
complete it.\87\ Taken together, this suggests that a substantial share
of borrowers who initiate applications may not complete them and that,
across servicers, many delinquent borrowers do not initiate
applications at all.\88\
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\85\ The American Survey of Mortgage Borrowers (ASMB) is a
survey conducted annually and jointly sponsored by the FHFA and the
CFPB as part of the National Mortgage Database (NMDB) program. The
purpose of the ASMB is to collect voluntary feedback directly from
mortgage borrowers about their experience with their mortgage and
property. The feedback collected by the ASMB on past surveys
includes information about a range of topics related to maintaining
a mortgage and property. The ASMB 2020 Survey focused on borrower
experiences with their mortgage during the COVID-19 pandemic and
received over 1700 responses. See 85 FR 46104 (July 31, 2020).
\86\ See Lynn Conell-Price et al., CFPB, Borrower Experiences
with Mortgage Servicing During the COVID-19 Pandemic, at 3, 10-11
(June 2024), https://files.consumerfinance.gov/f/documents/cfpb_borrower-experiences-with-mortgage-servicing_2024-06.pdf (CFPB
June 2024 Report). This question, Question 38 in the ASMB, asked
borrowers, ``Were any of the following a challenge to you in getting
help to address your concerns or payment difficulties?'' See 85 FR
46104, 46113 (July 31, 2020).
\87\ Servicing Rule Assessment Report at 171-72.
\88\ Analysis of five servicers' data reported by the CFPB in
the Servicing Rule Assessment Report showed a wide range in share of
initiated loss mitigation applications that were completed across
servicers from about 40 to 95 percent. This variation likely
reflects in part differences in how servicers tracked and compiled
data on completed applications. Servicing Rule Assessment Report at
139.
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Under the existing rule, servicers generally are required to
collect documentation for all the options that may be available to the
borrower prior to making a determination as to what loss mitigation
option or options the servicer may offer to the borrower. This
framework proved beneficial for many borrowers. However, as discussed
above, it remains the case that some borrowers do not complete the
application for loss mitigation assistance in a timely manner or at
all. The requirement to obtain and submit documents that may not be
relevant to options the borrower is interested in may contribute to
borrowers' difficulties in completing an application. Moreover, delays
in processing an application can occur when a borrower submits a
partial application or otherwise. This delay can result in the borrower
needing to resubmit documents that may have become stale (i.e., proof
of income). Servicers following investor guidelines might ask borrowers
to resubmit
[[Page 60233]]
documents multiple times before conducting a review for loss mitigation
options. Providing flexibility to servicers by allowing sequential
review for loss mitigation options, as proposed, would increase the
likelihood that a borrower receives at least one suitable loss
mitigation option quickly \89\ and, therefore, would increase their
chances of avoiding foreclosure.\90\
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\89\ Under existing Sec. 1024.41(c), servicers may under some
circumstances evaluate an incomplete loss mitigation application and
offer a borrower a loss mitigation option based on the incomplete
application if the application has remained incomplete for a
significant period of time. See 12 CFR 1024.41(c)(2)(ii). By
lowering barriers to receiving an offer, the proposed application
framework is expected to lead to more loss mitigation offers, a
portion of which will allow consumers to avoid foreclosures that
would have occurred under the existing rule.
\90\ See Urban Wire 2018.
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For some borrowers, the ability to enter a particular loss
mitigation option may be the only way for them to become or remain
current and avoid foreclosure. Delays in loss mitigation review can
directly lead to foreclosure and the borrower losing their home. For
example, some loss mitigation programs are subject to a cap of 12
cumulative deferred past due principal and interest payments,\91\ which
includes the period of loss mitigation review. Borrowers will be
ineligible for this type of loss mitigation program if loss mitigation
review and offer are delayed past the 12-month mark for any reason.
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\91\ See Freddie Mac, Payment Deferral Solutions, https://sf.freddiemac.com/working-with-us/servicing/products-programs/payment-deferral (last visited July 1, 2024).
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Furthermore, reducing the hurdles to obtain a loss mitigation
option may benefit borrowers who would successfully complete a loss
mitigation application and receive and accept a loss mitigation option
under the current framework. To the extent those borrowers receive a
loss mitigation option more quickly under the proposal than under the
existing rule, their period of delinquency would be reduced. This will
reduce negative impact on their credit history. It also would reduce
their exposure to fees associated with default, such as late fees,
property inspection fees, and foreclosure-related fees.
The CFPB does not have data enabling us to estimate how much the
proposed provision would shorten loss mitigation processes. Interviews
with servicers conducted for the CFPB's 2019 RESPA Servicing Assessment
indicate that the requirement to evaluate the borrower for all options
at once is time-consuming for servicers.\92\ The same report analyzed
seven servicers' operations data and found longer durations between a
borrower initiating and completing a loss mitigation application after
the complete application framework became effective (median 63 days in
2015, post-Rule, relative to a median of 36 days in 2012, pre-Rule,
i.e., in the absence of a complete application requirement).\93\ We
caution that these data do not allow us to estimate the increase in
time directly attributable to the complete application requirement as
opposed to changes in conditions over these three years or other
aspects of the rule. These findings suggest that the proposed provision
may allow borrowers to be reviewed for loss mitigation options more
quickly.
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\92\ Servicing Rule Assessment Report at 152, 155-56.
\93\ The CFPB assessed the 2013 Mortgage Servicing Final Rule
between 2018 and 2019 and released a report detailing its findings
in early 2019. Id. at 142.
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The CFPB also believes that the proposed foreclosure procedural
safeguards would benefit consumers significantly by providing them with
foreclosure protections more quickly. Under the proposed rule,
borrowers would have protection from foreclosure as soon as they
indicate that they need mortgage assistance as opposed to waiting until
an application is complete. This means most borrowers would receive
foreclosure protections earlier in the process. Moreover, because many
borrowers do not complete a loss mitigation application under the
existing rules, these borrowers would receive foreclosure protections
under the proposed rule, which could increase their likelihood of
accessing loss mitigation. The CFPB expects that by receiving
foreclosure protections earlier in the process borrowers would have an
increased likelihood of avoiding foreclosure.
The proposed rule also could prevent some foreclosures by requiring
that servicers evaluate borrowers for other available loss mitigation
options if the initially chosen loss mitigation option is not
successfully implemented (e.g., if the borrower does not complete trial
modification payments). Under the existing framework, servicers are
required to simultaneously evaluate borrowers for all available options
and offer or deny the available options at the same time. Servicers are
not required to review another application or re-evaluate previously
denied options if the borrower remains delinquent (as in the case where
the borrower does not complete trial modification payments). For
borrowers whose circumstances change (e.g., new employment), this can
result in borrowers being denied access to loss mitigation options
because they were not eligible at the time of application completion
even though they become newly eligible after application. The CFPB
expects that, because it would require servicers to evaluate borrowers
for other available loss mitigation options if a previously offered
loss mitigation option is not finalized, the proposed rule would
provide borrowers with increased opportunities to finalize a loss
mitigation option successfully and to become current.
The CFPB does not have data to estimate how many borrowers would
avoid foreclosure due to this additional opportunity for evaluation.
However, the CFPB understands that some borrowers who accept a loss
mitigation option and enter a trial payment plan do not succeed at
bringing their loan current through that option. Borrowers in this
situation who have not yet been reviewed for all available loss
mitigation options might be able to become current or remain in their
home under the proposed rule if they were approved for and successfully
completed a different loss mitigation option after failing a trial
payment plan.
For borrowers who avoid foreclosure due to the proposed provision,
the per borrower benefits would be substantial. Estimates of the cost
of foreclosure to consumers are large and include substantial monetary
and non-monetary costs. Some of these costs are borne directly by the
borrower and others are borne by non-borrowers. In the CFPB's June 2021
Final Rule, we estimated an average per-borrower benefit of avoiding
foreclosure of at least $30,100 or $35,300 in 2023 dollars.\94\ This
figure relies on a study by the Department of Housing and Urban
Development in 2010, which estimated a borrower's average out-of-pocket
cost from a completed foreclosure of $10,300 or $14,630 in 2023 dollars
and estimated the average effect of foreclosure on close neighboring
house values at $14,531, or $20,640 in 2023 dollars.\95\ This number
[[Page 60234]]
likely underestimates the average borrower benefit of avoiding
foreclosure due to additional monetary and non-monetary costs to the
borrower of foreclosure not included in this estimate. Additional
monetary costs to the borrower include loss of equity \96\ and the
option value from realizing future housing price appreciation.\97\
Additional non-monetary costs may include, but are not limited to,
increased housing instability, reduced homeownership, financial
distress,\98\ and adverse medical conditions.\99\ While these estimates
are based on data from 2008 or earlier, the CFPB believes the
inflation-adjusted estimates provide a reasonable lower bound for the
cost of foreclosure to borrowers.
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\94\ 86 FR 34848 (June 30, 2021).
\95\ Estimates from HUD include direct costs to the borrower:
moving costs, legal fees, tax penalties, and administrative charges.
These estimates from HUD are based on a number of assumptions and
circumstances that may not apply to all borrowers who experience a
foreclosure sale or those that remediate through non-foreclosures
options. U.S. Dep't of Hous. & Urb. Dev., Economic Impact Analysis
of the FHA Refinance Program for Borrowers in Negative Equity
Positions (2010), Adjustment for inflation uses the change in the
Consumer Price Index for All Urban Consumers (CPI-U) U.S. city
average series for all items, not seasonally adjusted, from January
2010 to September 2023. See U.S. Bureau of Lab. Stat., Consumer
Price Index, https://www.bls.gov/cpi/ (last visited July 1, 2024).
\96\ Campbell et al., Forced Sales and House Prices, Am. Econ.
Rev. 101 (2011), https://www.aeaweb.org/articles?id=10.1257/aer.101.5.2108.
\97\ Janice Eberly & Arvind Krishnamurthy, Efficient credit
policies in a housing debt crisis, Brookings Papers on Econ.
Activity, Fall 2014, at 73-136 (2014).
\98\ Rebecca Diamond et al., The Effect of Foreclosures on
Homeowners, Tenants, and Landlords, Nat'l Bureau of Econ. Res.,
Working Paper No. 27358 (2020).
\99\ See Janet Currie et al., Is there a link between
foreclosure and health?, 7 Am. Econ. J.: Econ. Pol'y 63 (2015),
https://www.aeaweb.org/articles?id=10.1257/pol.20120325.
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In addition to the above estimate, there would be significant
benefits to the borrower of avoiding foreclosure with respect to their
credit profile. Foreclosure has a significant impact on a borrower's
credit score that can make it difficult to access future credit.\100\
The benefit to consumers is even larger if the borrower can shorten the
period of loan delinquency by entering a loss mitigation solution
faster under the proposed rule compared to baseline.
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\100\ See Jim Akin, How Does a Foreclosure Affect Credit?,
Experian (July 27, 2023), https://www.experian.com/blogs/ask-experian/how-does-a-foreclosure-affect-credit/.
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The CFPB does not have data to estimate the number of borrowers
experiencing financial distress who would not complete a loss
mitigation application under existing rules and would not therefore
receive a loss mitigation offer but would receive a loss mitigation
offer under the proposed rule. The CFPB also does not have data to
predict how many borrowers would experience foreclosure but for a loss
mitigation solution received under the proposed loss mitigation review
framework. However, existing evidence suggests that the number of
borrowers who would receive a loss mitigation solution under the
proposed rule might be substantial. At the national level, a November
2023 report from Intercontinental Exchange (ICE) Mortgage Technology
estimates that 751,000 loans were at least 60 days delinquent. The same
report estimates 214,000 total loans in active foreclosure in
September.\101\ The CFPB's 2019 RESPA Servicing Rule Assessment reports
on the share of delinquent borrowers from a sample of five servicers
who initiated loss mitigation applications in 2015 under the existing
complete application framework. Out of the population of borrowers who
became 60 days delinquent in 2015, six months later 45 percent of
borrowers had initiated a loss mitigation application.\102\ The CFPB
requests data and other information that could help estimate the extent
to which the proposed provisions would increase the number of consumers
who receive a loss mitigation option and the number that could avoid
foreclosure as a result.
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\101\ ICE, Mortgage Monitor report, at 23-24 (Nov. 2023),
https://www.blackknightinc.com/wp-content/uploads/2023/11/ICE_MM_NOV2023_Report.pdf.
\102\ Servicing Rule Assessment Report at 124-25.
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Consequences for Borrower Consideration of All Available Loss
Mitigation Options
The proposed loss mitigation review framework may create costs for
borrowers if it prevents them from considering and receiving loss
mitigation options that they would prefer to those for which they are
initially considered. For example, under the proposal, a borrower might
be considered for and receive an offer of payment deferral without
having provided the documentation required to be considered for a loan
modification. This could be harmful to borrowers that would, instead,
benefit from a loan modification and who may not understand the
difference between the two loss mitigation options. Assuming the
borrower is eligible for both options but does not know this, an
immediate offer of deferral may induce the borrower to accept that
option because they do not realize there are other options available
that may be more fitting for their circumstances. Borrowers who receive
a streamlined offer may not understand all the loss mitigation options
they may have been eligible for if they had submitted a complete
application.
In the 2013 RESPA Servicing Final Rule, the CFPB explained that
borrowers would benefit from the complete application requirement, in
part, because borrowers would generally be better able to choose among
available loss mitigation options if the servicer is required to review
them for all options and present any options for which they are
eligible simultaneously. The CFPB acknowledges that borrowers accepting
an offer without being reviewed for all available options could be
prevented from considering loss mitigation options that they may prefer
to the initial option for which they are reviewed. However, if a
borrower is interested in and eligible for another form of loss
mitigation, the proposed rule would allow them to request and receive a
review for all available options that they have not already been
reviewed for after the servicer's initial offer. In addition, other
proposed revisions to the early intervention notice requirements in the
proposed rule, discussed below in (2), are designed to ensure the
borrower has access to information about and the opportunity to seek
review for all options for which they may qualify. These parts of the
proposal should mitigate the risk that a borrower is not evaluated for
all options in which they may have an interest.
The CFPB's 2019 RESPA Servicing Rule Assessment also showed that
servicers generally only offered borrowers one loss mitigation option
even under the existing rule's complete application framework.
Investor-required evaluation rules sometimes prescribe sequential
review and automatically deny a borrower all other options for which
the borrower qualifies.\103\ This indicates that in many cases the
existing complete application framework may not result in the borrower
receiving detailed information on multiple available options.
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\103\ See Servicing Rule Assessment Report at 158.
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ii. Benefits and Costs to Covered Persons
The primary benefits to servicers would be a reduction in costs for
collecting and processing paperwork associated with loss mitigation
applications. Evaluating a complete application for all loss mitigation
options is more resource intensive than evaluating eligibility for a
single option or subset of options. Thus, if a servicer evaluates a
borrower for fewer than all loss mitigation options--as the proposed
rule would allow--the servicer will save resources, avoiding parts of
the evaluation process that would have occurred under the existing
complete application framework. These benefits could be especially
beneficial to servicers when a borrower applies for options that are
designed to be streamlined and made available quickly with no or
minimal paperwork. In those cases, the servicer would avoid
[[Page 60235]]
evaluation costs for options that require more extensive documentation
that is time-consuming to collect, compile, evaluate, and retain in
servicing systems.
The CFPB understands that the process of conducting an evaluation
for all loss mitigation options and communicating the determination to
consumers can require considerable staff time. Among other things,
servicers must communicate with borrowers, exercise diligence to obtain
all documents and information needed for review of any potentially
available loss mitigation options, and review of all possible options,
even ones in which the borrower may not be interested. In the CFPB's
2019 RESPA Servicing Assessment and based on interviews with servicers,
the CFPB discussed that the requirement of evaluation for all options
at once and a decision letter on outcomes for all options was the
costliest provision of the 2013 Rule for servicers.\104\
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\104\ Id. at 152, 155-56.
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The proposal would also remove the existing requirement in Sec.
1024.41(b)(2) that a servicer send, within five days of receiving the
borrower's loss mitigation application, a written notice containing
information about the completeness of the borrower's loss mitigation
application and any needed documents and information. The removal of
this notice requirement would constitute a cost savings to servicers.
The total number of loss mitigation applications servicers receive
annually may vary considerably with market conditions that affect
borrower delinquency rates. To come up with a rough estimate, we
consider the 1.8 percent rate of delinquent borrowers at the end of
2023,\105\ or roughly 56 million currently active mortgage loans, and
the 45 percent rate of delinquent borrowers who initiated loss
mitigation applications in the 2015 servicer operations data analyzed
for the CFPB's 2019 RESPA Servicing Rule Assessment.\106\ These inputs
imply a rough estimate of 450,000 loss mitigation applications
annually. The CFPB does not have data to quantify the reduction in
costs to servicers from the provision in terms of average savings per
loss mitigation application. Given the large number of loss mitigation
applications, even a modest reduction in staff time needed for
communication or review of loss mitigation options with borrowers and
efforts to obtain all documents needed for review of all possible
options could lead to substantial cost savings.
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\105\ Estimate from MBA's National Delinquency Survey for 2023
Q4 combining borrowers either 60 to 89 days delinquent (0.7 percent
of active loans) or 90 days or more delinquent (1.1 percent of
active loans). See MBA, Mortgage Delinquencies Increase in the
Fourth Quarter of 2023 (Feb. 8, 2024), https://www.mba.org/news-and-research/newsroom/news/2024/02/08/mortgage-delinquencies-increase-in-the-fourth-quarter-of-2023.
\106\ Servicing Rule Assessment Report at 125.
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The proposed rule may increase costs to servicers if it delays
foreclosures that would have occurred under the existing rule. The CFPB
understands that the cost of servicing nonperforming loans is greater
than the cost of servicing performing loans. By delaying initial
foreclosure proceedings, servicers may have to advance principal and
interest payments to investors and continue to fund escrow. Once the
foreclosure process has started there continues to be an array of fees,
which vary by state. Only some of these fees are recoverable for the
servicer when the foreclosure is completed. In addition, servicers may
incur significant penalties if foreclosure is initiated after the
foreclosure start deadline outlined in the servicer agreement. For
example, the Federal Housing Administration penalizes servicers that do
not refer by 180 days after initial delinquency,\107\ and the
Government Sponsored Enterprises (GSEs) impose penalties if foreclosure
is not completed within state-specific timelines.\108\ Because the
proposed rule is intended to align servicer incentives and provide for
servicer incentives to review borrowers for loss mitigation quickly and
accurately, the CFPB expects any foreclosure delays relative to
baseline will be minimal and, therefore, the additional costs of the
proposal will be minimal.
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\107\ See Karan Kaul et al., Reforming the FHA's Foreclosure and
Conveyance Processes, Urb. Inst. (Feb. 2018), https://www.urban.org/sites/default/files/publication/96801/reforming_the_fhas_foreclosure_and_conveyance_processes_1.pdf.
\108\ See, e.g., Fannie Mae, Servicing Guide, A1-4.2-02,
Compensatory Fees for Delays in the Liquidation Process (Feb. 13,
2019), https://servicing-guide.fanniemae.com/svc/a1-4.2-02/compensatory-fees-delays-liquidation-process; Freddie Mac, Single
Family Seller Servicer Guide- 9301.46 Allowable delays in completing
a foreclosure, https://guide.freddiemac.com/app/guide/section/9301.46 (last visited July 1, 2024).
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Relative to the existing rule, the proposed foreclosure procedural
safeguards may begin earlier (when the borrower first requests loss
mitigation assistance rather than when there is a complete application)
and potentially end later (such as, for example, when a loss mitigation
option is successfully implemented rather than when the borrower enters
an option that may not be successfully implemented). The proposed
foreclosure procedural safeguards also would continue for a borrower
who fails a trial payment plan if the borrower has not yet been
reviewed for all available options; and those protections would
generally continue until the borrower has either been reviewed for all
available options and none remain, another loss mitigation option has
been successfully implemented, the loan is brought current, or the
borrower remains unresponsive for a specified period of time despite
the servicer regularly taking steps to reach the borrower. Assuming
some borrowers in that situation would ultimately face foreclosure, the
proposed foreclosure procedural safeguards could be more costly for the
servicer than a prompt foreclosure following the borrower's initial
failure of the trial payment plan.
The CFPB expects that the costs of beginning foreclosure
protections earlier and expanding them from initiation and sale to
cover all foreclosure advancement may be minimal. The CFPB understands
that many servicers already place a pause on foreclosure proceedings as
soon as the loss mitigation process begins, and some investor
guidelines may require foreclosure to be paused even before an
application is complete (when the existing framework's prohibition on
these practices begins).\109\ Nevertheless, the main difference in time
preceding a foreclosure under the proposal would result from the
prevention of dual tracking after a request for loss mitigation
assistance but before the loss mitigation application is completed. By
providing clear requirements, these amendments may reduce complexity
for servicers.
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\109\ Servicing Rule Assessment Report at 171-73. For example,
guidance for loans with GSE investors is that foreclosure can
proceed if the borrower isn't being reviewed for loss mitigation but
if a borrower calls and the servicer can determine that the borrower
would like to be reviewed for loss mitigation either the foreclosure
is held for loss mitigation review or it will continue if it is
determined that the borrower is not eligible for loss mitigation.
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The CFPB does not have data to predict the additional possible
duration of the proposed foreclosure procedural safeguards or number of
borrowers to whom they would apply. The CFPB previously estimated that,
under the existing rule, the typical duration from initiating a loss
mitigation application to completing it was roughly two months.\110\
Under the proposed rule, this suggests that the gap between the start
of loss mitigation review and foreclosure initiation is two months for
[[Page 60236]]
the typical borrower. The CFPB expects that servicers would incur
additional costs for less than this two-month period due to the likely
earlier onset of loss mitigation review, which will partially offset
this two-month period relative to baseline. For example, if loss
mitigation review begins one month earlier compared to baseline, then
foreclosure initiation will be delayed by only one month (not two) for
a typical borrower compared to baseline. In this example, the
additional cost to the servicer from the proposal would be one month of
servicing the non-performing loan. The CFPB understands that there may
be some cases where the gap between the start of loss mitigation review
and foreclosure initiation may be longer than the two months proposed
here, but any costs incurred due to the delay will still be partially
offset by starting loss mitigation review sooner.
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\110\ This estimate is based on the 63-day median durations
between loss mitigation application initiation and completion in
2015 at five large servicers analyzed in the Servicing Rule
Assessment Report. See Servicing Rule Assessment Report at 140.
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Any delay in completing foreclosure would create additional costs
to service the loan before foreclosure. The Mortgage Bankers
Association reported an annual cost of servicing non-performing loans
of $1,857 and performing loans of $176.\111\ The difference in mortgage
servicing costs between non-performing and performing loans is $1,681,
or $140 per month, on average. Thus, the CFPB estimates that the
additional average servicing costs associated with servicing non-
performing loans would be near $140 per month. The average monthly cost
may be lower if some of these costs are recoverable from the investor.
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\111\ See Marina Walsh, Chart of the Week--June 21, 2024: Annual
Cost of Servicing Performing and Non-Performing Loans, MBA Newslink
(June 24, 2024), https://newslink.mba.org/servicing-newslink/2024/june/chart-of-the-week-annual-cost-of-servicing-performing-and-non-performing-loans/.
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Servicers also would incur costs to manage compliance risk and
ensure that the provision is not violated. This would encompass the
cost of developing systems to ensure compliance with the conditions
under which a loss mitigation review cycle ends along with the
prohibition on initiating or advancing foreclosures, to ensure that
they do not inadvertently violate the protections. On net, these costs
may be lower than compliance costs under the existing rule compared to
baseline due to the simpler prohibition on initiating or advancing
foreclosure.
The proposed changes also would bring the servicing rules into
closer alignment with current servicing practices, which are largely
set by investors. If the proposed rule increases the likelihood that
non-performing loans are modified or speeds the process of achieving a
permanent loss mitigation, then servicers and investors may benefit
from either or both changes.
2. Changes to Early Intervention Notice Requirements
The proposal would make changes to the early intervention notice
requirements in Sec. 1024.39. Specifically, the proposal would amend
the content of Sec. 1024.39(b) written notices by adding to existing
notice requirements a new requirement that the notices identify the
name of the owner or assignee, currently holding the borrower's
mortgage, a brief description of each type of loss mitigation option
that is generally available from the investor, and a website address
and phone number where the borrower can obtain a list of all of the
loss mitigation options that may be available from that borrower's
investor. Additionally, the proposal would create alternative early
intervention notice requirements at Sec. 1024.39(e) for borrowers
performing under the terms of a forbearance. Under the proposed
alternative notice requirements, servicers would receive a partial
exemption from the live contact and early intervention written
disclosure requirements of Sec. 1024.39(a) and (b) while a borrower is
performing pursuant to the terms of a forbearance. However, servicers
would be required to provide new oral and written notices to delinquent
borrowers near the scheduled end of their forbearance period.
i. Benefits and Costs to Consumers
Proposed Sec. 1024.39(b) would benefit borrowers by better
informing them about their possible loss mitigation options earlier in
the loss mitigation process. Given that the proposed rule would allow
servicers to consider borrowers for loss mitigation options one at a
time (as discussed above in this part), it may be more critical for
borrowers to receive information about all available options upfront
than under the existing rule. That is, providing information on all
options upfront may mitigate the chance that borrowers accept an
inferior option for their needs due to ignorance of a superior
alternative for which they have not yet been reviewed.
The existing written early intervention notices rules do not
require the servicer to inform the borrower of the investor's identity
and do not require a servicer to provide any resource from which the
borrower can obtain information regarding each loss mitigation option
that may be available from that investor. This can make it difficult or
impossible for a borrower to discover the investor's identity and to
determine which loss mitigation options are available for their loan.
The main benefit of the proposed provision would be to remedy that
problem for some borrowers, allowing them to learn more about their
available loss mitigation options. This information may benefit
borrowers by enabling them to request a loss mitigation option that may
seem appropriate for their situation. In addition, making borrowers
aware of options that may be appropriate to their situation earlier in
the process may prompt some borrowers to contact their servicer and
apply for help sooner. Borrowers who apply for consideration sooner
also may successfully enter a loss mitigation option sooner and benefit
from avoiding potential fees and other consequences that accompany a
longer period of loan delinquency (as discussed above in this part).
Proposed Sec. 1024.39(e) would benefit borrowers in two ways.
First, it would eliminate borrower confusion that may currently occur
when borrowers receive early intervention notices that do not reflect
the fact that a forbearance is in place. Proposed Sec. 1024.39(e)
would eliminate this source of borrower confusion by exempting
servicers from the early intervention notice requirements of Sec.
1024.39(a) and (b) while borrowers perform under the terms of a
forbearance agreement.
Second, proposed Sec. 1024.39(e) would benefit borrowers who are
delinquent and are nearing the end of a forbearance period by making it
more likely that they are aware of their options at the end of the
forbearance period with sufficient time to take the action most
appropriate for their circumstances. Borrower responses to the ASMB
2020 Survey demonstrated that many borrowers in forbearance plans in
2020 were unsure of how their deferred payments would be repaid when
their forbearance period was up (roughly 13 percent of
respondents).\112\ Borrowers in this situation may benefit from
receiving contact from their servicer prior to the end of their
scheduled forbearance because it would help them work with their
servicer to find other loss mitigation options. This, in turn, might
result in more borrowers resolving their delinquencies and reducing
delinquency related fees than would
[[Page 60237]]
occur in the absence of the proposed rule.
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\112\ See CFPB June 2024 Report at 19-20. Question 26 of the
ASMB 2020 Survey asked, ``When your forbearance period ends or has
ended, which of the following best describes how your deferred or
reduced payments will be repaid?'' Roughly 13 percent of the
applicable respondents selected ``Unsure/Don't know.'' See 85 FR
46104, 46112 (July 31, 2020).
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For both proposed provisions, the total benefits to borrowers would
depend on the number of borrowers who might benefit as discussed above.
The CFPB cannot currently quantify this number due to lack of
information about how many people respond to early intervention notices
today, how many recipients of early intervention notices would find the
new information important, and how this might change the rate of
responses to the notices. The CFPB requests data and other information
that could help estimate these quantities.
ii. Benefits and Costs to Covered Persons
For servicers, the main costs of these provisions would come from
the costs of developing the new disclosures. Determining the
appropriate information about the relevant investor for a borrower's
loan and their loss mitigation options may be the costliest addition
because it is tailored to each loan. This may require additional
employee time to develop a process for linking loan investor and loss
mitigation information to production of early intervention written
notices. However, the added cost should not be overstated; under the
existing rule, servicers must provide relevant loss mitigation
information to borrowers when they contact the servicer to ask for
help. Thus, the existing rule already requires servicers to have a way
of knowing the investors' requirements for individual loans upon
request. There may be additional costs to servicers from developing and
maintaining the website and telephone resources that provide
information on the relevant loss mitigation options for different
investors to borrowers.
Additionally, with respect to Sec. 1024.39(e), servicers may
benefit from no longer providing early intervention notices while
borrowers are in forbearance, although they would incur an additional
cost for sending end-of-forbearance notices to these borrowers.
Assuming typical forbearance periods of three to six months, the net
effect of these two changes for the average borrower may be minimal.
That is, the increased cost of providing the proposed end of
forbearance notices and the reduced cost of no longer providing notices
under Sec. 1024.39(a) and (b) may offset each other.
The CFPB does not have data to estimate these increased costs to
servicers. However, we note that any additional costs of gathering,
maintaining, and providing this information may be smaller than the
reductions in costs to servicers associated with simplifying the
required application and evaluation process as discussed above in (1).
The CFPB also requests data or other information to help estimate
changes in costs associated with more expansive early intervention
notices.
3. Fee Protections
Proposed amendments to Sec. 1024.41(f)(3) would prohibit fees
beyond the amounts scheduled or calculated as if the borrower made all
contractual payments on time and in full under the terms of the
mortgage contract beginning when a borrower requests loss mitigation
assistance and continuing throughout a loss mitigation review cycle.
This prohibition would encompass both amounts typically imposed on a
borrower's account directly by the servicer, such as late charges and
stop payment fees, as well as payments to third party companies for
delinquency-related services, such as property inspections.
i. Benefits and Costs to Consumers
The benefit of this provision to the borrower would be the value of
delinquency-related fees prevented while a loss mitigation application
is pending. The CFPB does not have data to estimate the average amount
of fees that would otherwise be incurred by borrowers during the loss
mitigation application process. However, GSE loan guidelines provide a
ceiling with maximum allowable charges: monthly late charges cannot
exceed 5 percent of the principal and interest payment, or roughly $88
for the average outstanding mortgage at the end of 2023 \113\ and
allowable reimbursements for monthly property inspection fees cannot
exceed $30 for exterior inspections and $45 for interior
inspections.\114\
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\113\ The estimate of $88 is based on the average monthly
principal & interest payment of $1,760 estimated for outstanding
mortgages nationally as of the third quarter of 2023 estimate in the
NMDB Aggregate Statistics. See FHFA, National Mortgage Database
(NMDB[supreg]) Aggregate Statistics, https://www.fhfa.gov/DataTools/Downloads/Pages/National-Mortgage-Database-Aggregate-Data.aspx (last
updated June 28, 2024); see also Freddie Mac, Single-Family Seller/
Servicer Guide, Section 9102.2: Late charges (Mar. 2, 2016), https://guide.freddiemac.com/app/guide/section/9102.2; and Fannie Mae,
Single-Family Selling Guide, B8-3-02, Special Note Provisions and
Language Requirements (June 3, 2020), https://selling-guide.fanniemae.com/Selling-Guide/Origination-through-Closing/Subpart-B8-Closing-Legal-Documents/Chapter-B8-3-Notes/1032999801/B8-3-02-Special-Note-Provisions-and-Language-Requirements-06-03-2020.htm#Late.20Charges.20for.20Conventional.20Mortgages.
\114\ See Freddie Mac, Single-Family Seller/Servicer Guide,
Exhibit 57: 1-to 4-Unit Property Approved Expense Amounts, https://guide.freddiemac.com/app/guide/exhibit/57 (last visited July 1,
2024); see also Fannie Mae, Single-Family Servicing Guide, F-1-05:
Expense Reimbursement (Oct. 11, 2023), https://servicing-guide.fanniemae.com/THE-SERVICING-GUIDE/Part-F-Servicing-Guide-Procedures-Exhibits-Quick-Referen/Chapter-F-1-Servicing-Guide-Procedures/F-1-05-Expense-Reimbursement/1045188371/F-1-05-Expense-Reimbursement-03-08-2023.htm.
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Given uncertainty about the impact of the proposed changes on loss
mitigation review cycle durations, it is not possible to estimate the
number of months borrowers would receive these protections on average.
Under the existing rule (and prior to COVID-19 temporary exceptions),
2015 servicer operations data from the CFPB's 2019 Servicing Rule
Assessment suggests the typical duration from initiating a loss
mitigation application to receiving an evaluation from the servicer was
roughly two months under the existing rule and slightly more than one
month prior to the 2013 Mortgage Servicing Final Rule.\115\ Under the
proposed rule, the CFPB expects that for many borrowers the protections
may apply for less than a month and have no impact on monthly fees
incurred (both for borrower benefit and servicer cost) in cases where
servicers offer and borrowers accept streamlined loss mitigation
options that require little or no documentation. The CFPB understands
that in an environment where servicers predominantly offer streamlined
loss mitigation options it is likely that many borrowers who request
help will experience these protections for under a month, but that in
some cases where evaluation is more involved, the average borrower may
experience protections for near two months and benefit from avoiding
roughly $236 in fees.\116\ Estimating the total benefit to consumers
also requires information on the number of consumers submitting loss
mitigation applications. As discussed above in section (1), we estimate
roughly 450,000 loss mitigation applications annually given current
delinquency rates and market size but note that this number
[[Page 60238]]
may vary considerably with market conditions.
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\115\ This estimate is based on combining the requirement under
the existing rule that servicers evaluate complete applications
within 30 days and the 63-day median durations between loss
mitigation application initiation and completion in 2015 at five
large servicers analyzed in the Servicing Rule Assessment Report.
The same report indicates that 88 percent of complete loss
mitigation options received servicer decisions within 30 days, and
many received decisions within the first week. See Servicing Rule
Assessment Report at 140, 157.
\116\ This estimate ranges from $236 for a duration of 2 months
with monthly late fees of $88 and exterior inspection fees of $30.
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ii. Benefits and Costs to Covered Persons
The cost to servicers of the proposed fee prohibition would be the
value of the lost fees they would otherwise charge to borrowers with
the same estimates discussed above regarding consumer benefit. The CFPB
understands that investors typically require their servicers to engage
and pay third party companies during delinquencies for a variety of
activities, such as regular property inspections. In these cases, the
prohibition would prevent servicers from recouping their expenses from
payments they must make to third party companies for delinquency-
related services, although they may still be able to recoup these
expenses later at a foreclosure sale. Incurring these expenses may
further incentivize servicers to process loss mitigation applications
expediently, mitigating the overall expenses incurred by servicers as
well as for borrowers. To the extent servicers either are able to
retain any fee income or are required to advance the fees to investors
(as may be the case for late fees), servicers will likewise have
increased incentives to process loss mitigation applications
expediently, mitigating the overall expenses incurred by servicers as
well as for borrowers.
4. Loss Mitigation Determination Notices
Proposed amendments to Sec. 1024.41(c) would add new requirements
for loss mitigation determination notices that would, in relevant part,
(a) require offer and denial notices for all loss mitigation options,
(b) require more detail in the notices specifying the key borrower-
provided inputs that served as the basis for the determination, (c)
provide contact information that the borrower can use to access a list
of non-borrower provided inputs, if any, used by the servicer in making
the loss mitigation determination, (d) require the servicer to provide
a website through which a borrower could access a list of non-borrower
provided inputs, if any, used by the servicer in making the loss
mitigation determination; (e) require certain disclosures regarding
loss mitigation options that may remain available to the borrower, and
(f) require that the servicer inform the borrower as to whether an
offer will still be available if the borrower requests to be reviewed
for other loss mitigation options. If the loss mitigation offer is for
a forbearance, the amendments also would require that the determination
notice include information regarding the terms and duration of the
forbearance. Disclosure of the terms and duration of the forbearance is
not a new requirement but is being moved into the proposed
determinations section to provide the borrower additional information
and because of the proposed amendment of Sec. 1024.41(c)(2)(iii),
where the requirement currently resides.
i. Benefits and Costs to Consumers
The purpose of the existing loan modification denial notice
provision in Sec. 1024.41(d) is to provide borrowers with information
that might help them correct an erroneous denial, and the proposed
changes to determination notices would extend that benefit to any loss
mitigation determination rather than to permanent loan modification
denials only. Additionally, the proposed changes would require detail
to be included in the notices on specific inputs used in the
determination, better enabling borrowers to recognize potentially
erroneous denials and fully understand the basis for the determination.
In the case of a denial, ensuring the consumer understands the
reasons for the denial including any specific numerical input used in
the determination is necessary to enable the consumer to recognize and
respond to potential errors that may occur in determinations. Requiring
this for all loss mitigation options rather than only permanent loan
modifications as specified under the existing rule recognizes the
increasing prevalence of alternative types of loss mitigation options,
such as forbearances and deferrals. This additional information could
reduce confusion for borrowers and help some borrowers understand their
loss mitigation determinations better under the proposal compared to
baseline.
In the case of an offer, the primary benefit to borrowers of
requiring detailed determination notices is to assist the borrower with
potential appeals in cases where the terms of the offer may depend on
certain inputs. By providing details on the inputs used as basis for
the determination, the proposed notices may enable borrowers to
recognize errors in determinations that may have led to worse terms in
the offer than if the correct information had been used. In such cases,
if the borrower appeals an error that they would not otherwise have
recognized or been able to substantiate, and accepts an offer on better
terms, they will benefit by the difference in terms between the initial
and appealed offer terms.\117\ The total number of borrowers affected
would depend on two things: the number of borrowers who would newly
receive determination notices and the share of those borrowers who
would appeal successfully due to those notices.
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\117\ CFPB is proposing to expand appeal provisions to loss
mitigation offers as well as denials, as discussed in part IV.D.
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Due to uncertainty about trends in borrower distress, prevalence of
loss mitigation options other than permanent loan modifications, and
the rate of loss mitigation applications that servicers would deny, the
CFPB does not have sufficient information to estimate the additional
number of required notices. ICE Mortgage Technology reported that
roughly 8.8 million borrowers had entered temporary forbearance between
when the CARES Act was passed in Spring 2020 and the end of 2023.\118\
Although this was a period of unprecedented high volumes of forbearance
plans, it serves as an upper bound on the number of borrowers who could
benefit from the proposed changes to required notices. It is especially
relevant given that proposal would newly require more detailed
determination notices for forbearances.
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\118\ ICE, Mortgage Monitor report, at 26 (Feb. 2024), https://www.blackknightinc.com/wp-content/uploads/2024/02/ICE_MM_FEB2024_Report.pdf; see also ICE Mortgage Technology, First
Look at December 2023 Mortgage Data (Jan. 24, 2024), https://www.icemortgagetechnology.com/resources/data-reports/first-look-at-december-2023-mortgage-data.
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The CFPB does not have data to estimate the share of those
borrowers who would newly appeal a determination successfully. Based on
data on loss mitigation applications and appeals from five large
servicers in 2015 analyzed for the CFPB's 2019 Servicing Rule
Assessment, the rate of successful appeals on loss mitigation
applications was 0.1 percent.\119\ This data offers a rough estimate of
the current rate of successful appeals, although we recognize
uncertainty in this estimate due to potential differences between the
servicers these data characterize and the population of all servicers,
as well as other market changes in the last nine years. The CFPB
requests data and other information that could help estimate the extent
to which the proposed provisions would increase the number of consumers
who newly receive determination notices and increase the likelihood of
appeals that successfully result in a change to the loss mitigation
decision or terms.
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\119\ Servicing Rule Assessment Report at 163.
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In addition, the proposed rule requires that the servicer inform
the borrower as to what loss mitigation
[[Page 60239]]
options are still or will remain available. This would benefit
borrowers by better informing them about their available loss
mitigation options, if any, after an initial loss mitigation
determination. This should reduce confusion for borrowers and ensure
they understand all potential options available before making a choice
about accepting an offer from the servicer. In the case of an
acceptance, it may prevent borrowers from accepting an inferior option
for their needs. For borrowers that receive a forbearance, this change
should help reduce confusion among borrowers receiving forbearance
offers that was common with forbearance offers during the COVID-19
pandemic.\120\ The CFPB requests data and other information about how
many and the extent to which borrowers would benefit from these
changes.
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\120\ See CFPB June 2024 Report at 18-20.
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ii. Benefits and Costs to Covered Persons
Requiring determination notices for all loss mitigation
determinations--not only for denials of permanent loan modifications
relating to complete applications--could increase costs to servicers
associated with preparing and mailing a greater number of determination
notices, as well as identifying and making available borrower-provided
and non-borrower-provided inputs used in the determination. However,
the CFPB anticipates that the costs of additional determination notices
for non-loan modification options should be partially offset by the
proposed removal of the required notice under existing Sec.
1024.41(c)(2)(iii), which requires servicers to provide borrowers with
a notice stating the terms of any forbearance or repayment plan they
are offered.\121\ In other words, when the servicer offers the borrower
a forbearance or repayment plan, the provision will essentially require
them to send a notice with different content requirements than under
the existing rule, but not increase the overall volume of notices in
such cases. The CFPB expects servicers may incur one-time costs to
update their processes when offering this type of loss mitigation
option.
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\121\ Note that, notwithstanding the requirements of
1024.41(c)(2)(iii), in some cases investors may require servicers to
send other notices related to forbearance and repayment plan offers.
See, e.g., Fannie Mae Forbearance Plan Terms.
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The increased detail required in determination notices may not
substantially affect costs per notice given that servicers already have
the required information on inputs underlying their determinations,
other loss mitigation options available, and forbearance terms and
durations. However, including this information may increase questions
and/or alleged errors from borrowers, particularly if numerical inputs
are difficult to understand or do not align with other common usages of
the same term (e.g., the servicer's definition of income might be
different from the borrower's understanding of their income).
An estimate of the increased costs to servicers would depend on the
costs of identifying the relevant borrower-provided and non-borrower-
provided inputs, which may vary depending on the complexity of the
determination process, the costs of developing and maintaining a
website through which consumers can access the required information,
and the additional number of required notices and the average cost of
providing and mailing each notice. However, the CFPB understands that
most loss mitigation determinations are relatively standardized due to
servicers' obligations to follow investor requirements. Due to
uncertainty about trends in the incidence of borrower distress,
prevalence of loss mitigation options other than permanent loan
modifications, and the rate of loss mitigation applications that
servicers would deny, the CFPB does not have sufficient information to
estimate the additional number of required notices. However, as
discussed above regarding consumers' benefits, recent circumstances
relating to COVID-19 related forbearances provide an example of
extenuating circumstances when loss mitigation options other than
permanent loan modifications affect very large numbers of borrowers.
5. Notice of Error and Appeals Requirements
Amendments to Sec. 1024.35(b) make explicit that loss mitigation
determinations are subject to notice of error provisions. As discussed
in the preamble to Sec. 1024.35, the CFPB has consistently viewed
servicer errors related to loss mitigation determinations as errors
subject to the notice of error provisions. Amendments to Sec.
1024.41(h) also provide that that section's right of appeal applies for
all loss mitigation options, not just permanent loan modifications. For
example, some forbearance options may not currently be subject to
appeal rights, and appeal rights would be extended to them under the
proposal.
i. Benefits and Costs to Consumers
The main aim of explicitly listing loss mitigation determinations
as within the scope of the existing error resolution provision would be
to provide clarity to both consumers and servicers that notice of error
requirements apply to loss mitigation determinations. For consumers,
the main value of this addition would be to increase servicer
accountability by increasing the likelihood, timeliness, and quality of
servicers' responses. For example, this clarity may help ensure that a
servicer responds to a notice of error about a loss mitigation
determination from a borrower by conducting a reasonable investigation
and correcting any error if their investigation confirms one. This may
benefit the borrower if the correction allows them to be offered an
appropriate loss mitigation option. Borrowers also could save on legal
costs if they can resolve the issues through error resolution instead
of through outside legal action. While the CFPB does not have
information to precisely estimate the expected number of borrowers this
would affect, prior analysis by the CFPB indicates that loss mitigation
is already a common reason for formal error assertions.\122\ Beyond
this additional clarity, the CFPB anticipates this provision will have
minimal impact on benefits and costs to servicers and borrowers as it
does not change Regulation X's requirements.
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\122\ Servicing Rule Assessment Report at 211. Analysis of
Servicer Operations Data from seven large servicers on formal
written error assertions (both Qualified Written Requests asserting
errors and Notices of Error) for loans serviced in 2015 indicate
that ``loss mitigation'' was the most commonly reported reason for
these assertions.
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The main benefit to borrowers of expanding the right to appeal in
Sec. 1024.41(h) such that it applies to all loss mitigation options
would be an increased likelihood of successful loss mitigation.\123\ If
the borrower believes a mistake was made and that the resulting loss
mitigation determination was incorrect, they may appeal that outcome
and the appeal is required to be reviewed by different personnel than
those responsible for the original determination. If an appeal confirms
that the servicer incorrectly denied a loss mitigation option, then the
borrower gains access to a new loss mitigation opportunity through the
appeal. Thus, expanded appeal rights may allow more borrowers to
achieve suitable loss mitigation arrangements.
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\123\ Note that the proposed changes do not change the existing
right to use the error resolution process for loss mitigation.
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ii. Benefits and Costs to Covered Persons
Newly allowing borrowers to appeal denials of loss mitigation
options beyond permanent loan modifications
[[Page 60240]]
as well as newly allowing borrowers to appeal loss mitigation offers
under proposed Sec. 1024.41(h) may increase the volume of appeals.
Some servicers' costs may increase to cover any expenses associated
with responding to a higher volume of appeals. The CFPB does not have
data to estimate the additional volume of appeals requests resulting
from these changes nor to precisely estimate the average cost to
servicers of responding to an additional appeal.
The proposed amendment to Sec. 1024.35(b) also clarifies that the
CFPB has always interpreted that loss mitigation determinations are and
continue to be covered by the notice of error provision. Though Sec.
1024.35(b) is a provision that applies to small servicers, the
clarification the CFPB is proposing to add to this provision is not a
change to the existing rule, so the CFPB does not expect any changes in
the costs and benefits to covered persons, including small servicers,
from this clarification.
6. Language Access Requirements
As discussed in part IV.D, the CFPB is proposing requirements to
provide borrowers with limited English proficiency greater language
access to mortgage servicing communications. These include requirements
to provide select written and oral mortgage servicing communications--
including the early intervention notice and loss mitigation option
determination notices--in a borrower's preferred language in certain
cases. For the specified written communications, the proposal requires
an accurate Spanish language translation of the communication to be
provided to all borrowers with the English version. The proposal also
requires servicers to provide, upon borrower request, accurate
translations of the specified written communications to the borrower in
certain servicer-selected languages (as detailed in part IV.D) and to
include five brief in-language statements in the English version of the
specified written communications stating the availability of
translations and interpretation services for those languages and
providing how the borrower can request those translations or
interpretation services. For the specified oral communications, the
CFPB proposes requiring servicers, upon borrower request, to make
available and establish connection with interpretation services before
or within a reasonable time of establishing connection with borrowers,
to the extent the borrower's requested language is one of the servicer-
selected languages. The proposal also would require a servicer, under
certain circumstances, to provide translations of the specified written
communications and interpretations of the specified oral communications
in languages that were used in marketing the mortgage product to the
borrower upon the borrower's request.
i. Benefits and Costs to Consumers
The main benefit to borrowers of these proposed changes would be to
increase access to and understanding of servicer communications, as
well as lowered costs to borrowers with limited English proficiency to
obtain that access. For example, if borrowers with limited English
proficiency previously used translation services through other sources,
receiving critical written materials in their preferred language from
their servicer may save them time and/or expense in obtaining
translations or interpretations. This increased access and
understanding may in turn increase the likelihood the servicer is able
to complete early intervention with a delinquent borrower and, if
applicable, the borrower is able to identify available loss mitigation
options and make a request for loss mitigation assistance. If borrowers
with limited English proficiency were previously unable to obtain a
translation or interpretation of these materials, or were deterred from
doing so by cost, the complexity of the task, or privacy concerns, the
new requirements could significantly increase the likelihood that a
borrower may now have access to this information, increasing the
likelihood the borrower completes a loss mitigation application. For
example, translated materials may increase borrowers' awareness of
important deadlines or necessary steps to obtain their preferred loss
mitigation options. Obtaining better outcomes in this way may enable
some borrowers to avoid foreclosures they would otherwise have
experienced, reducing costs associated with foreclosure as discussed
above in this part. Further, access to reliable translations and
interpretation services may enable some borrowers to avoid harm where
they would otherwise obtain inaccurate or incomplete translations or
interpretations, including harm caused by predatory practices.\124\
Better access and understanding of servicer communications may allow
borrowers to obtain better loss mitigation options for their situation.
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\124\ For example, borrowers with limited English proficiency
may place trust in interpreters who speak their preferred language
without receiving full information on the incentives and business
interests of their interpreter. See, e.g., Kleimann 2017 Report.
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As discussed in part IV.D, the proposed requirements for
establishing specified oral communications may reduce additional hold
times some borrowers with limited English proficiency currently incur
to establish a connection to translation services provided by the
servicer during oral communications or may result in previously
unavailable real-time interpretations. In some cases, the removal of
these delays may increase the likelihood that more borrowers with
limited English proficiency use existing translation services and may
impact the efficacy of servicers' early intervention and loss
mitigation efforts through oral communication.
The proposed language access changes may benefit a large subset of
borrowers. Roughly 30 million U.S. households speak a language other
than English at home and nearly 5.5 million households within that
population have limited English proficiency according to estimates from
the 2022 American Community Survey. Borrowers from those households
might substantively benefit from increased access to key written and
oral communications in a language they understand very well, although
the CFPB does not have data to precisely estimate the average benefit
of improved understanding to each borrower. Spanish speakers represent
the second largest language group in the United States after English
speakers and, thus, a large share of borrowers with limited English
proficiency would benefit from the requirement to send specified
written servicing communications in Spanish as well as English.\125\
While the CFPB recognizes that the number of households with limited
English proficiency responsive to the 2022 American Community Survey
does not equate to the number of borrowers with limited English
proficiency who have mortgages, let alone mortgages in distress, the
CFPB has preliminarily concluded these estimates are representative of
the scale of borrowers with limited English proficiency that could be
impacted by the proposal.
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\125\ The 2022 American Community Survey 1-Year Estimates
indicate that 16.9 million US households (out of 130 million total)
speak Spanish at home and over 3.2 million of those are also Limited
English-speaking households. See U.S. Census Bureau, Language Spoken
at Home, https://data.census.gov/table/ACSST1Y2022.S1601?q=language%20at%20home (last visited July 1,
2024); see also 2022 ACS Table.
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Data from the ASMB 2020 Survey supports this preliminary
conclusion. Responses to the ASMB 2020 Survey indicate a similar share
of respondents experiencing financial distress who
[[Page 60241]]
speak a language other than English at home and speak English less than
``very well'' to the analogous shares for the total population reported
in the 2022 American Community Survey 1-year Estimates from the United
States Census. Specifically, 22 percent of respondents experiencing
financial distress indicated that they speak a language other than
English at home and 6 percent of borrowers indicated that they speak
another language at home and speak English less than ``very well.''
\126\ Because this survey is administered only in English and Spanish,
it does not address the prevalence of borrowers with limited English
proficiency who speak languages other than Spanish. Thus, we expect
that the ASMB 2020 Survey data likely underestimates the full share of
borrowers with limited English proficiency experiencing financial
distress.
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\126\ See CFPB June 2024 Report at 8. ``Distressed borrower''
respondents are defined as those who agreed with the question ``Did
you have any concerns or difficulties making your mortgage payments
at any time in 2020?'' Respondents who reported that they speak a
language other than English at home were asked ``How well do you
speak English?'' with possible responses of ``very well'', ``well'',
``not well'', and ``not at all.'' For comparison, the 2022 American
Community Survey 1-Year Estimates indicate that 23 percent of U.S.
households speak a language other than English at home and 4 percent
of US households speak a language other than English at home and are
considered ``Limited English'' speaking households. See 2022 ACS
Table.
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ii. Benefits and Costs to Covered Persons
Requiring certain written mortgage servicing communications in
specified languages other than English may impose new or additional
costs on servicers. A requirement to send both English- and Spanish-
language communications to all borrowers may result in updates to
software systems to create the Spanish version of the communications
and may increase mailing costs for communications sent by mail if these
require additional pages of text. Smaller costs for software system
updates may apply for some servicers when adding the in-language
translation availability statements to the English version of the
written communications. Servicers may incur similar software system
update and mailing costs to provide translations upon borrower request
in certain servicer-selected languages, as detailed in part IV.D. A
requirement to provide specified written communications in languages
other than English and Spanish when the servicer has or should have
knowledge of in-language marketing to the borrower before origination,
and upon borrower request, could increase costs by requiring servicers
to develop and maintain systems for tracking languages used in
marketing and sending appropriate written communications based on that
request. Servicers also may incur one-time costs to develop
translations in languages they currently do not offer and may incur
ongoing costs to maintain these translations or to tailor the
translated templates they develop to borrower circumstances. A
requirement that servicers comply with the translation and
interpretation service requirements for languages used in marketing
before origination for the borrower, if the servicer knows or should
have known of that marketing, also could prompt servicers to develop
and maintain systems for tracking this information when servicing
rights are obtained, at least in cases where the servicer is not the
originator of the loan. The CFPB has heard from stakeholders concern
that requiring servicers that know or should have known of languages
used in marketing to provide translation and interpretation services,
as applicable, in those languages could create incentives for firms
that originate loans to avoid marketing in languages other than English
to reduce anticipated servicing costs.
The proposed requirement to ease access to interpretation services
over the phone by connecting these services before or within a
reasonable time of establishing connection with borrowers with limited
English proficiency may require servicers to adapt processes and could
require additional staff or additional staff time. Servicers who are
not already following this practice may need to establish a process for
connecting stored information on borrower language preference with
their process for oral communications. In some cases, this may not
impose meaningful ongoing costs beyond those described above for
complying with the changes to written notice requirements. However,
complying with this requirement may require some servicers to make
interpretation services available for more time overall in order to
establish connections with them before or within a reasonable time of
establishing connection with borrowers with limited English
proficiency. Servicers that currently do not offer or only offer a
limited number of languages for interpretation may experience
additional costs for increasing the languages available for interpreter
services to borrowers. Estimates of total servicer costs to comply with
these language access requirements would depend on the language access
methods currently offered by the servicer, the volume of borrowers with
limited English proficiency, and the rate the servicer pays staff or
third-party services for translations or interpretations.
The CFPB requests data and other information that could help
estimate the benefits and costs of providing language access services
of the types we are considering.
The CFPB expects that, if finalized as proposed, the rule would
impose ongoing compliance costs on servicers. The CFPB requests
comments on potential compliance costs of the proposed rule.
E. Potential Specific Impacts of the Proposed Rule on Insured
Depository Institutions and Credit Unions with $10 Billion or Less in
Total Assets, As Described in CFPA Section 1026
The CFPB believes that a large majority of depository institutions
and credit unions with $10 billion or less in total assets that are
engaged in servicing mortgage loans qualify as ``small servicers'' for
purposes of Regulation X because they service 5,000 or fewer loans, all
of which they or an affiliate own or originated. In the past, the CFPB
has estimated that more than 95 percent of insured depositories and
credit unions with $10 billion or less in total assets service 5,000
mortgage loans or fewer.\127\ The CFPB believes that servicers that
service loans that they neither own nor originated tend to service more
than 5,000 loans, given the returns to scale in servicing technology.
Small servicers are exempt from the new proposed requirements and
therefore would not be directly affected by them.
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\127\ 81 FR 72160 (Oct. 19, 2016).
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The CFPB believes that the consideration of benefits and costs of
covered persons presented above generally describes the impacts of the
rule on the minority of depository institutions and credit unions with
$10 billion or less in total assets that service more than 5,000 loans.
F. Potential Specific Impacts of the Proposed Rule on Consumer Access
to Credit
Restrictions on servicers' ability to foreclose on mortgage loans
could, in theory, reduce mortgage lending profitability and cause
lenders to increase interest rates or reduce access to mortgage credit,
particularly for loans with a higher estimated risk of default. The
CFPB cannot rule out the possibility that the rule will have the effect
of increasing mortgage interest
[[Page 60242]]
rates or restricting access to credit for some borrowers, particularly
for borrowers with lower credit scores whom financial institutions may
judge to have a higher likelihood of default in the first few months of
the loan term. The CFPB believes it is unlikely that the rule would
result in changes in mortgage interest rates or access but acknowledges
these outcomes are possible if costs to servicers increase
substantially as a result of the proposal.
G. Potential Specific Impacts of the Proposed Rule on Consumers in
Rural Areas
Consumers in rural areas may experience benefits from the rule that
are different in certain respects from the benefits experienced by
consumers in general. Consumers in rural areas may be more likely to
obtain mortgages from small local banks and credit unions that either
service the loans in portfolio or sell the loans and retain the
servicing rights.\128\ These servicers may be small servicers that are
exempt from the rule.
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\128\ See CFPB, Data Point: Servicer Size in the Mortgage
Market, at 18-19 (Nov. 2019), https://files.consumerfinance.gov/f/documents/cfpb_2019-servicer-size-mortgage-market_report.pdf
(Servicer Size Data Point) (estimating that, as of 2018, over 23
percent of mortgages serviced by small servicers are in non-metro or
completely rural counties, compared to only 13 and 9 percent of
mortgages at mid-size and large servicers, respectively.)
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The CFPB will further consider the impact of the proposed rule on
consumers in rural areas. The CFPB therefore asks interested parties to
provide data, research results, and other factual information on the
impact of the proposed rule on consumers in rural areas.
VII. Regulatory Flexibility Act Analysis
The Regulatory Flexibility Act (RFA) generally requires an agency
to conduct an initial regulatory flexibility analysis (IRFA) and a
final regulatory flexibility analysis (FRFA) of any rule subject to
notice-and-comment rulemaking requirements, unless the agency certifies
that the rule will not have a significant economic impact on a
substantial number of small entities.\129\ The CFPB also is subject to
certain additional procedures under the RFA involving the convening of
a panel to consult with small business representatives prior to
proposing a rule for which an IRFA is required.\130\
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\129\ 5 U.S.C. 601 et seq.
\130\ 5 U.S.C. 609.
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A. Application of the Proposed Rule to Small Entities
The analysis below evaluates the potential economic impact of the
proposed rule on small entities as defined by the RFA.\131\ The
analysis uses existing mortgage servicing final rules as a baseline.
The CFPB has identified five categories of small entities that may be
subject to the proposed rule for purposes of the RFA: Commercial banks/
savings institutions \132\ (NAICS 522110 and 522180), credit unions
(NAICS 522130), firms providing real estate credit (NAICS 522292),
firms engaged in other activities related to credit intermediation
(NAICS 522390), and small non-profit organizations.\133\ Commercial
banks, savings institutions, and credit unions are small businesses if
they have $850 million or less in assets. Firms providing real estate
credit are small businesses if average annual receipts do not exceed
$47.0 million, and firms engaged in other activities related to credit
intermediation are small businesses if their average annual receipts do
not exceed $28.5 million. A small non-profit organization is any not-
for-profit enterprise which is independently owned and operated and is
not dominant in its field.
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\131\ For purposes of assessing the impacts of the proposed rule
on small entities, ``small entities'' is defined in the RFA to
include small businesses, small not-for-profit organizations, and
small government jurisdictions. 5 U.S.C. 601(6). A ``small
business'' is determined by application of Small Business
Administration regulations and reference to the North American
Industry Classification System (``NAICS'') classifications and size
standards. 5 U.S.C. 601(3). A ``small organization'' is any ``not-
for-profit enterprise which is independently owned and operated and
is not dominant in its field.'' 5 U.S.C. 601(4). A ``small
governmental jurisdiction'' is the government of a city, county,
town, township, village, school district, or special district with a
population of less than 50,000. 5 U.S.C. 601(5). See also Small Bus.
Admin., Table of small business size standards by industry, https://www.sba.gov/document/support--table-size-standards (last visited
July 1, 2024).
\132\ Savings institutions include thrifts, savings banks,
mutual banks, and similar institutions.
\133\ These categories reference the NAICS 2022 standard.
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The CFPB estimates that there are approximately 7,990 depositories
(commercial banks, savings institutions, and credit unions) that engage
in mortgage servicing and are therefore subject to the Mortgage
Servicing Rules. Of these, the CFPB estimates that approximately 6,370
depositories are ``small entities'' as defined in the RFA.
[[Page 60243]]
[GRAPHIC] [TIFF OMITTED] TP24JY24.073
For commercial banks, savings institutions, and credit unions, the
number of entities and asset sizes were obtained from December 2023
Call Report data. Banks and savings institutions are counted as
engaging in mortgage loan servicing if they hold closed-end loans
secured by one to four family residential property or they are
servicing mortgage loans for others. Credit unions are counted as
engaging in mortgage loan servicing if they have closed-end one to four
family mortgages in portfolio, or hold real estate loans that have been
sold but remain serviced by the institution.134 135 136 137
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\134\ U.S. Census Bureau, All Sectors: Summary Statistics for
the U.S., States, and Selected Geographies 2017, https://data.census.gov/table/ECNBASIC2017.EC1700BASIC?q=522292:%20Real%20estate%20credit&y=2017
(last visited July 1, 2024).
\135\ U.S. Census Bureau, Selected Sectors: Sales, Value of
Shipments, of Revenue Size of Firms for the U.S.: 2017, https://data.census.gov/table/ECNSIZE2017.EC1700SIZEREVFIRM?q=522292:%20Real%20estate%20credit&y=2017 (last visited July 1 2024) Range reflects number of firms with
annual revenue less than $25 million to the number of firms with
annual revenue less than $100 million.
\136\ Estimate based on the share of DIs and non-DIs the CFPB
estimated were engaged in servicing in the 2013 Final Rule (78 FR
10696, 10864 (Feb. 14, 2013) extrapolated for non-DI growth in
market share over the next decade. See Fin. Stability Oversight
Council (FSOC), Report on Nonbank Mortgage Servicing--2024, https://home.treasury.gov/system/files/261/FSOC-2024-Nonbank-Mortgage-Servicing-Report.pdf (last visited July 1, 2024).
\137\ U.S. Census Bureau, Selected Sectors: Sales, Value of
Shipments, of Revenue Size of Firms for the U.S.: 2017, https://data.census.gov/table/ECNSIZE2017.EC1700SIZEREVFIRM?y=2017&n=522390
(last visited July 2, 2024).
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For firms providing real estate credit and firms engaged in other
activities related to credit intermediation, the total number of
entities and small entities comes from the 2017 Economic Census. For
firms engaged in other activities related to credit intermediation, the
number of entities engaged in mortgage servicing also comes from the
2017 Economic Census. The CFPB has not been able to separately estimate
the number of these entities and small entities that are engaged in
mortgage servicing. However, with the 2013 Final Rule the CFPB
published analysis showing that approximately 90 percent of the
estimated total entities engaged in servicing were depository
institutions (DIs), while the remainder were non-depository
institutions (non-DIs). The market share of non-DIs has grown
considerably, with a report by the Financial Stability Oversight
Committee (FSOC) showing that the share of Agency loans serviced by
non-DIs rose from roughly 35 percent in 2014 to over 60 percent in
2023. Taking the assumption that the relationship between entity size
and loans serviced within servicer type has remained stable over that
period, this implies that the non-DI share of servicer entities has
grown from roughly 10 percent to 17 percent over that decade. Using
this figure, the CFPB estimates that there are currently approximately
1,637 non-DI entities engaged in servicing and 1,320 non-DI small
entities engaged in servicing. The CFPB considers these the best
available approximations to the current number of non-DI servicers, but
also recognizes that they are rough estimates.\138\
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\138\ As discussed below, the estimate of the number of small
entities potentially affected by the rule is very small. As a
result, even if the share of non-DI's engaged in servicing has grown
significantly, it is unlikely to affect the overall conclusion.
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Non-profits and small non-profits engaged in mortgage servicing
would be included under real estate credit if their primary activity is
originating loans and under other activities related to credit
intermediation if their primary activity is servicing. The CFPB has not
been able to separately estimate the number of non-profits and small
non-profits engaged in mortgage loan servicing.
The large majority of small entities discussed above qualify as
``small servicers'' for the purposes of the Mortgage Servicing Rule,
which exempts servicers that service 5,000 mortgage loans or less, all
of which the servicer or an affiliate owns or originated, from all the
provisions affected by the proposed rule.\139\ The CFPB estimates that
nearly all insured depositories or credit unions that meet the Small
Business Administration (SBA) asset threshold for a small entity also
qualify for the small servicer exemption (over 99 percent or all but
61). The methodology for this estimate is straightforward in the case
of credit unions. The credit union Call Report presents the number of
mortgages held in credit union portfolios and the amount of assets.
This allows one to readily determine which credit union small servicers
(as defined by the SBA asset threshold) serviced 5,000 mortgage loans
or less.\140\ In contrast, the bank and thrift Call Report does not
present the number of mortgages, only the aggregate unpaid principal
balance, and the amount of assets. The CFPB developed estimates of the
average
[[Page 60244]]
unpaid principal balance at banks and thrifts of different sizes and
used this with the information on aggregate unpaid principal balance to
derive loan counts at each bank and thrift \141\ to determine which
bank and thrift small servicers (as defined by the SBA asset
threshold), together with affiliates, serviced 5,000 mortgage loans or
less.
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\139\ See 12 CFR 1024.30(b)(1); 12 CFR 1026.41(e)(4).
\140\ We assume that mortgages held by banks and credit unions
are also serviced by them as the CFPB does not have data on
servicing rights institutions sell off.
\141\ For banks and thrifts with under $10 billion in assets,
the CFPB calculated the average unpaid principal balance of
portfolio mortgages by state for credit unions with less than $1
billion in assets and applied the state specific figures to these
banks and thrifts. For banks and thrifts with over $10 billion in
assets, the CFPB applied the OCC's mortgage metrics estimate of
$233,000.
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It is not possible to observe in the data whether the loans that
servicers are servicing for others were originated by those servicers
or their affiliates. However, all insured depositories and credit
unions that meet both the SBA asset threshold and the loan count
threshold likely qualify for the exception. In principle, these
entities may not qualify for the exception because they service loans
that they did not originate and do not own and that their affiliates
did not originate and do not own; however, this situation is extremely
unlikely. First, most entities servicing loans they did not originate
and do not own most likely view servicing as a stand-alone line of
business. In this case they would most likely choose to service
substantially more than 5,000 loans in order to obtain a profitable
return on their investment in servicing.\142\ Taking this into account,
the CFPB determines that essentially all insured depositories and
credit unions that meet the SBA threshold and the loan count condition
likely qualify for the exception.
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\142\ 86 FR 34848, 34898 (June 30, 2021). For example, one
industry participant estimated that most servicers would need a
portfolio of 175,000 to 200,000 loans to be profitable. Bonnie
Sinnock, Servicers Search for `Goldilocks' Size for Max Profits, Am.
Banker (Sept. 10, 2015), https://www.americanbanker.com/news/servicers-search-for-goldilocks-size-for-max-profits.
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The CFPB does not have the data necessary to precisely estimate the
number of small entity non-DIs that would be covered by the exemption.
To obtain a rough estimate, the CFPB draws on prior CFPB analysis in
the preamble to the 2013 Mortgage Servicing Final Rule estimating that
all but 4 percent of non-depository servicers would service, together
with affiliates, 5,000 loans or less. This estimate implies that 1,253
(all but 4 percent of 1,305, or 52) non-DI servicers would service
5,000 loans or less. The CFPB determines this to be the best available
approximation to the number of non-DI servicers that would not qualify
for the exemption, but also recognizes that these figures are rough.
The CFPB estimates that out of 7,675 small entities engaged in
servicing, approximately 1 percent (or 113 entities) are not small
servicers and would therefore be affected by the rule. While these
estimates are somewhat uncertain, the estimate that roughly 1 percent
of small entities would be affected implies that it is unlikely that a
substantial number of small entities would be affected.
B. Certification
Accordingly, the undersigned certifies that this proposal, if
adopted, would not have a significant economic impact on a substantial
number of small entities. The CFPB requests comment on the analysis
above and requests any relevant data.
VIII. Paperwork Reduction Act
Under the Paperwork Reduction Act of 1995 (PRA),\143\ Federal
agencies are generally required to seek approval from the Office of
Management and Budget (OMB) for data collection, disclosure, and
recordkeeping requirements (collectively, information collection
requirements) prior to implementation. Under the PRA, the Bureau may
not conduct or sponsor, and, notwithstanding any other provision of
law, a person is not required to respond to, an information collection
unless the information collection displays a valid control number
assigned by OMB. As part of its continuing effort to reduce paperwork
and respondent burden, the Bureau conducts a preclearance consultation
program to provide the general public and Federal agencies with an
opportunity to comment on the information collection requirements in
accordance with the PRA. This helps ensure that the public understands
the Bureau's requirements or instructions, respondents can provide the
requested data in the desired format, reporting burden (time and
financial resources) is minimized, information collection instruments
are clearly understood, and the Bureau can properly assess the impact
of information collection requirements on respondents.
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\143\ 44 U.S.C. 3501 et seq.
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This proposed rule would amend 12 CFR part 1024 (Regulation X). The
Bureau's OMB control number for Regulation X is 3170-0016 which
currently expires on December 31, 2026. As described below, the
proposed rule would revise existing information collections and create
the following new information collection requirements in Regulation X:
The proposed rule would require that a servicer provide a
delinquent borrower who is performing pursuant to the terms of a
forbearance agreement with a written notice containing certain
information relating to loss mitigation and the borrower's forbearance
when the forbearance is nearing its scheduled end.
The proposed rule would require that a servicer provide
certain additional information to delinquent borrowers in early
intervention notices, such as the name of the investor on the
borrower's loan, a brief description of each type of loss mitigation
option that is generally available from that owner or assignee, as well
as a website and telephone number where the borrower can obtain
information about all of the loss mitigation options that may be
available from that investor.
The proposed rule would require that a servicer send loss
mitigation determination notices to borrowers when a servicer offers a
borrower a loss mitigation option and when a servicer denies the
borrower for any loss mitigation option. Currently, servicers are
required to send detailed determination notices only for denials of
loan modifications. The proposed rule would (a) require more detail in
the notices specifying the borrower-provided inputs that served as the
basis for the determination, (b) provide contact information that the
borrower can use to access a list of non-borrower provided inputs, if
any, used by the servicer in making the loss mitigation determination,
(c) require certain disclosures regarding loss mitigation options that
may remain available to the borrower, and (d) require that the servicer
inform the borrower as to whether an offer will still be available if
the borrower requests to be reviewed for other loss mitigation options.
The proposed rule would expand the information that is
currently required to be disclosed when a servicer denies a borrower
for a loss mitigation option due to missing documents and information
not in the borrower's control, to include, for example, a list of loss
mitigation options that are still available to the borrower.
The proposed rule would require that certain written early
intervention and loss mitigation communications contain statements
making a borrower aware of the availability of translation of the
notices into non-English languages, that all such communications be
made available to borrowers in both English and Spanish, and that
servicers make available additional translations and oral
interpretations under certain other circumstances.
The collections of information contained in this proposed rule, and
[[Page 60245]]
identified as such, have been submitted to OMB for review under section
3507(d) of the PRA. A complete description of the information
collection requirements (including the burden estimate methods) is
provided in the supporting statement accompanying the information
collection request (ICR) that the Bureau has submitted to OMB under the
requirements of the PRA. Please send your comments to the Office of
Information and Regulatory Affairs, OMB, Attention: Desk Officer for
the Consumer Financial Protection Bureau. Send these comments by email
to [email protected] or by fax to 202-395-6974. If you wish
to share your comments with the Bureau, please send a copy of these
comments as described in the ADDRESSES section above. The ICR submitted
to OMB requesting approval under the PRA for the information collection
requirements contained herein is available at www.regulations.gov as
well as on OMB's public-facing docket at www.reginfo.gov.
Title of Collection: Regulation X: Real Estate Settlement Procedure
Act.
OMB Control Number: 3170-0016.
Type of Review: Revision of a currently approved collection.
Affected Public: Private Sector.
Estimated Number of Respondents: 9,627.
Estimated Total Annual Burden Hours: 1,155,284.
Comments are invited on: (a) Whether the collection of information
is necessary for the proper performance of the functions of the Bureau,
including whether the information will have practical utility; (b) The
accuracy of the Bureau's estimate of the burden of the collection of
information, including the validity of the methods and the assumptions
used; (c) Ways to enhance the quality, utility, and clarity of the
information to be collected; and (d) Ways to minimize the burden of the
collection of information on respondents, including through the use of
automated collection techniques or other forms of information
technology. Comments submitted in response to this notification will be
summarized and/or included in the request for OMB approval. All
comments will become a matter of public record.
If applicable, the final rule will inform the public of OMB's
approval of the new information collection requirements proposed herein
and adopted in the final rule. If OMB has not approved the new
information collection requirements prior to publication of the final
rule in the Federal Register, the Bureau will publish a separate
notification in the Federal Register announcing OMB's approval prior to
the effective date of the final rule.
IX. Request for Comments
The CFPB seeks comment on all aspects of this proposed rule.
Additionally, the CFPB specifically requests comments or information on
the following:
Are there ways in which the early intervention and loss mitigation
provisions in Regulation X could be further simplified or streamlined?
Are there different or additional policy and procedure requirements
that might be needed in Sec. 1024.38 in light of the proposed changes?
What additional information or clarification, if any, should the
CFPB consider for the continuity of contact provisions in Sec.
1024.40?
X. Severability
The CFPB preliminarily intends that, if any provision of the final
rule, or any application of a provision, is stayed or determined to be
invalid, the remaining provisions or applications are severable and
shall continue to be in effect.
List of Subjects in 12 CFR Part 1024
Banks, banking, Condominiums, Consumer protection, Credit unions,
Housing, Mortgage insurance, Mortgages, National banks, Reporting and
recordkeeping requirements, Savings associations.
Authority and Issuance
For reasons set forth in the preamble, the CFPB proposes to amend
Regulation X, 12 CFR part 1024, as set forth below:
PART 1024--REAL ESTATE SETTLEMENT PROCEDURES ACT (REGULATION X)
0
1. The authority citation for part 1024 continues to read as follows:
Authority: 12 U.S.C. 2603-2605, 2607, 2609, 2617, 5512, 5532,
5581.
Subpart C--Mortgage Servicing
0
2. Section 1024.31 is amended by removing the definitions for COVID-19
related hardship and Loss mitigation application, and adding, in
alphabetical order, definitions for Loss mitigation review cycle and
Request for loss mitigation assistance to read as follows:
Sec. 1024.31 Definitions.
* * * * *
Loss mitigation review cycle means a continuous period of time
beginning when the borrower makes a request for loss mitigation
assistance, provided the request is made more than 37 days before a
foreclosure sale, and ending when the loan is brought current or the
procedural safeguards in Sec. 1024.41(f)(2)(i) or (ii) are met. A loss
mitigation review cycle continues while a borrower is in a temporary or
trial loss mitigation period, such as a forbearance or modification
trial payment plan, and the loan has not yet been brought current.
* * * * *
Request for loss mitigation assistance means any oral or written
communication, occurring through any usual and customary channel for
mortgage servicing communications, whereby a borrower asks a servicer
for mortgage relief. A request for loss mitigation assistance should be
construed broadly and includes, but is not limited to, any
communication whereby:
(1) A borrower expresses an interest in pursuing a loss mitigation
option;
(2) A borrower indicates that they have experienced a hardship and
asks the servicer for assistance with making payments, retaining their
home, or avoiding foreclosure; or
(3) In response to a servicer's unsolicited offer of a loss
mitigation option, a borrower expresses an interest in pursuing either
the loss mitigation option offered or any other loss mitigation option.
* * * * *
0
3. Section 1024.35 is amended by revising paragraphs (b)(9) through
(11) to read as follows:
Sec. 1024.35 Error resolution procedures.
* * * * *
(b) * * *
(9) Making the first notice or filing required by applicable law
for any judicial or non-judicial foreclosure process, or advancing the
foreclosure process, in violation of Sec. 1024.41(f) or (j).
(10) Moving for foreclosure judgment or order of sale, or
conducting a foreclosure sale in violation of Sec. 1024.41(f) or (j).
(11) Any other error relating to the servicing of a borrower's
mortgage loan, including failure to make an accurate loss mitigation
determination on a borrower's mortgage loan.
* * * * *
0
4. Section 1024.38 is amended by revising paragraph (b)(2) introductory
text, and paragraphs (b)(2)(iv) through (vi), (b)(3)(iii), and (c)(1)
to read as follows:
Sec. 1024.38 General servicing policies, procedures, and
requirements.
* * * * *
(b) * * *
[[Page 60246]]
(2) Properly evaluating requests for loss mitigation assistance.
The policies and procedures required by paragraph (a) of this section
shall be reasonably designed to ensure that the servicer can:
* * * * *
(iv) Identify documents and information, if any, that a borrower is
required to submit for the servicer to make a loss mitigation
determination;
(v) Properly evaluate a borrower who makes a request for loss
mitigation assistance for all loss mitigation options for which the
borrower may be eligible pursuant to any requirements established by
the owner or assignee of the borrower's mortgage loan and, where
applicable, in accordance with the requirements of Sec. 1024.41; and
(vi) Promptly identify and obtain documents or information not in
the borrower's control that the servicer requires to determine which
loss mitigation options, if any, to offer the borrower.
(3) * * *
(iii) Facilitate the sharing of accurate and current information
regarding the status of any evaluation of a borrower's request for loss
mitigation assistance and the status of any foreclosure proceeding
among appropriate servicer personnel, including any personnel assigned
to a borrower's mortgage loan account as described in Sec. 1024.40,
and appropriate service provider personnel, including service provider
personnel responsible for handling foreclosure proceedings.
* * * * *
(c) * * *
(1) Record retention. A servicer shall retain records that document
actions taken with respect to a borrower's mortgage loan account,
including records evidencing compliance with this part, until one year
after the date a mortgage loan is discharged or servicing of a mortgage
loan is transferred by the servicer to a transferee servicer.
* * * * *
0
5. Section 1024.39 is amended by revising paragraphs (a), (b)(2)(ii)
through (iv), (b)(3), and (e) to read as follows:
Sec. 1024.39 Early intervention requirements for certain borrowers.
(a) Live contact. Except as otherwise provided in this section, a
servicer shall establish or make good faith efforts to establish live
contact with a delinquent borrower no later than the 36th day of a
borrower's delinquency and again no later than 36 days after each
payment due date so long as the borrower remains delinquent. Promptly
after establishing live contact with a borrower, the servicer shall
inform the borrower about the availability of loss mitigation options,
if appropriate.
(b) * * *
(2) * * *
(ii) The telephone number to access servicer personnel assigned
pursuant to Sec. 1024.40(a), the telephone number where the borrower
can obtain a list of all loss mitigation options that may be available
from the owner or assignees of the borrower's loan, the servicer's
mailing address, and a website to access a list of all loss mitigation
options that may be available from the owner or assignee of the
borrower's mortgage loan;
(iii) The name of the owner or assignee of the borrower's mortgage
loan, and a statement providing a brief description of each type of
loss mitigation option that is generally available from the owner or
assignee of the borrower's mortgage loan;
(iv) If applicable, a statement informing the borrower how to make
a request for loss mitigation assistance; and
(v) * * *
(3) Model clauses. Model clause MS-4(C), in appendix MS-4 to this
part may be used to comply with the requirements of this paragraph (b).
* * * * *
(e) Borrowers in a forbearance--(1) Partial exemption. While a
borrower is performing pursuant to the terms of a forbearance, a
servicer is exempt from the requirements of paragraphs (a) and (b) of
this section as to that mortgage loan.
(2) Contact and notice requirements for forbearances nearing their
scheduled end. If a delinquent borrower is performing pursuant to the
terms of a forbearance, the servicer shall, at least 30 days, but no
more than 45 days, before the scheduled end of the forbearance:
(i) Establish or make good faith efforts to establish live contact
with the borrower. During such live contact, the servicer shall inform
the borrower of the following information:
(A) The date the borrower's current forbearance is scheduled to
end; and
(B) The availability of loss mitigation options, if appropriate, as
set forth in paragraph (a) of this section.
(ii) Shall send the borrower a written notice with the following
information:
(A) The date the borrower's current forbearance is scheduled to
end; and
(B) The content of the written notice as set forth in paragraphs
(b)(2)(i)-(v) of this section.
(3) Resuming compliance with early intervention requirements. When
a forbearance ends for any reason, including, but not limited to, the
borrower's successful completion of the forbearance or the borrower's
nonperformance under the terms of the forbearance, a servicer that was
exempt from paragraphs (a) and (b) of this section pursuant to
paragraph (e)(1) of this section must resume compliance with paragraphs
(a) and (b) of this section after the next payment due date following
the forbearance end date. For purposes of providing written notice
under paragraph (b) after resuming compliance, the 180-day period
referenced in paragraph (b) begins with the date the servicer provided
the last written notice to the borrower under either paragraphs (b) or
(e)(2)(ii), whichever is later.
0
6. Section 1024.40 is amended by revising paragraphs (b)(1)(ii) through
(iv), and (b)(2)(ii) to read as follows:
Sec. 1024.40 Continuity of contact.
* * * * *
(b) * * *
(1) * * *
(ii) Any actions the borrower must take to be evaluated for such
loss mitigation options, and whether the borrower has the right to
appeal the loss mitigation determination as well as the amount of time
the borrower has to file such an appeal and any requirements for making
an appeal, as provided for in paragraph (h) of this section;
(iii) The status of the servicer's review of any request for loss
mitigation assistance from the borrower to the servicer;
(iv) The circumstances under which the servicer may make a referral
to foreclosure or advance the foreclosure process; and
* * * * *
(2) * * *
(ii) All written information the borrower has provided to the
servicer, and if applicable, to prior servicers, in connection with a
request for loss mitigation assistance;
* * * * *
0
7. Revise Sec. 1024.41 to read as follows:
Sec. 1024.41 Loss mitigation procedures.
(a) Enforcement and limitations. A borrower may enforce the
provisions of this section pursuant to section 6(f) of RESPA (12 U.S.C.
2605(f)). Nothing in Sec. 1024.41 imposes a duty on a servicer to
provide any borrower with any specific loss mitigation option. Nothing
in Sec. 1024.41 should be construed to create a right for a borrower
to enforce the terms of any agreement between a servicer and the owner
or assignee of a mortgage loan, including with respect to the
evaluation for, or offer of, any loss mitigation option or to eliminate
any
[[Page 60247]]
such right that may exist pursuant to applicable law.
(b) [RESERVED]
(c) Loss mitigation determination notices--(1) General notice and
content requirements. Except as provided in paragraphs (c)(2) and (3)
of this section, if a servicer receives a request for loss mitigation
assistance more than 37 days before a foreclosure sale and makes a
determination to offer or deny any loss mitigation assistance, the
servicer shall promptly provide the borrower with a notice in writing
stating that determination. The servicer shall include in this notice:
(i) The amount of time the borrower has to accept or reject an
offer of a loss mitigation option as provided for in paragraph (e) of
this section, if applicable;
(ii) A notification, if applicable, that the borrower has the right
to appeal the loss mitigation determination as well as the amount of
time the borrower has to file such an appeal and any requirements for
making an appeal, as provided for in paragraph (h) of this section.
(iii) The specific reason or reasons for the servicer's
determination to offer or deny each such loss mitigation option;
(iv) The key borrower-provided inputs, if any, that served as the
basis for the determination;
(v) A telephone number, mailing address, and website, where the
borrower can access a list of the non-borrower provided inputs, if any,
used by the servicer in making the loss mitigation determination;
(vi) A list of all other loss mitigation options that may remain
available to the borrower, if any, including a clear statement
describing the next steps the borrower must take to be reviewed for
those loss mitigation options or, if applicable, a statement that the
servicer has reviewed the borrower for all available loss mitigation
options and none remain;
(vii) A list of any loss mitigation options that the servicer
previously offered to the borrower that remain available but that the
borrower did not accept;
(viii) A telephone number where the borrower can obtain a list of
all loss mitigation options that may be available from the owner or
assignee of the borrower's loan, pursuant to Sec. 1024.39(b)(2)(ii),
and a website to access a list of all loss mitigation options that may
be available from the owner or assignee of the borrower's mortgage
loan, pursuant to Sec. 1024.39(b)(2)(ii);
(ix) The name of the owner or assignee of the borrower's mortgage
loan;
(x) If there is a loss mitigation offer, a statement informing the
borrower whether the offered option will still be available if the
borrower requests to be reviewed for other loss mitigation options
prior to accepting or rejecting the offer; and
(xi) If there is a loss mitigation offer of a forbearance, a
statement informing the borrower of the specific payment terms and
duration of the forbearance.
(2) Denial due to missing documents or information not in the
borrower's control--(i) If a servicer receives a request for loss
mitigation assistance more than 37 days before a foreclosure sale,
except as provided in paragraph (c)(2)(ii) of this section, a servicer
must not deny a request for loss mitigation assistance solely because
the servicer lacks required documents or information not in the
borrower's control.
(ii) If the servicer has regularly taken steps to obtain required
documents or information from a party other than the borrower or the
servicer, but the servicer has been unable to obtain such documents or
information for at least 90 days and the servicer, in accordance with
applicable requirements established by the owner or assignee of the
borrower's mortgage loan, is unable to determine which loss mitigation
options, if any, it will offer the borrower without such documents or
information, the servicer may deny the request for loss mitigation
assistance and provide the borrower with a written notice in accordance
with Sec. 1024.41(c)(2)(iii).
(iii) The servicer shall provide the borrower a written notice,
informing the borrower:
(1) That the servicer has not received documents or information not
in the borrower's control that the servicer requires to determine which
loss mitigation options, if any, it will offer to the borrower on
behalf of the owner or assignee of the mortgage;
(2) Of the specific documents or information that the servicer
lacks;
(3) That the servicer has requested such documents or information;
and
(4) That, if the servicer receives the documents or information
within 14 days of providing the written notice to the borrower, the
servicer will complete its evaluation of the borrower for all available
loss mitigation options promptly upon receiving the documents or
information.
(5) Of the information required by paragraphs (c)(1)(vi) through
(xi) of this section.
(3) Unsolicited loss mitigation offers. If a servicer makes an
unsolicited offer of a loss mitigation option to a borrower based
solely on information in the servicer's possession, the servicer shall
provide the borrower with a notice in writing stating that
determination. The servicer shall include in this notice:
(i) The amount of time the borrower has to accept or reject an
offer of a loss mitigation program as provided for in paragraph (e) of
this section; and
(ii) The information required by paragraphs (c)(1)(vi) and (ix).
(d) [RESERVED]
(e) Borrower response--(1) In general. Subject to paragraphs
(e)(2)(ii) and (iii) of this section, if a request for loss mitigation
assistance is received 90 days or more before a foreclosure sale, a
servicer may require that a borrower accept or reject an offer of a
loss mitigation option no earlier than 14 days after the servicer
provides the offer of a loss mitigation option to the borrower. If a
request for loss mitigation assistance is received less than 90 days
before a foreclosure sale, but more than 37 days before a foreclosure
sale, a servicer may require that a borrower accept or reject an offer
of a loss mitigation option no earlier than 7 days after the servicer
provides the offer of a loss mitigation option to the borrower.
(2) Rejection--(i) In general. Except as set forth in paragraphs
(e)(2)(ii) and (iii) of this section, a servicer may deem a borrower
that has not accepted an offer of a loss mitigation option within the
deadline established pursuant to paragraph (e)(1) of this section to
have rejected the offer of a loss mitigation option.
(ii) Trial Loan Modification Plan. A borrower who does not satisfy
the servicer's requirements for accepting a trial loan modification
plan, but submits the payments that would be owed pursuant to any such
plan within the deadline established pursuant to paragraph (e)(1) of
this section, shall be provided a reasonable period of time to fulfill
any remaining requirements of the servicer for acceptance of the trial
loan modification plan beyond the deadline established pursuant to
paragraph (e)(1) of this section.
(iii) Interaction with appeal process. If a borrower makes an
appeal pursuant to paragraph (h) of this section, the borrower's
deadline for accepting a loss mitigation option offered pursuant to
paragraph (c)(1) or (3) of this section shall be extended until 14 days
after the servicer provides the notice required pursuant to paragraph
(h)(4) of this section.
(f) Prohibition on foreclosure referral--(1) Pre-foreclosure review
[[Page 60248]]
period. A servicer shall not make the first notice or filing required
by applicable law for any judicial or non-judicial foreclosure process
unless:
(i) A borrower's mortgage loan obligation is more than 120 days
delinquent;
(ii) The foreclosure is based on a borrower's violation of a due-
on-sale clause; or
(iii) The servicer is joining the foreclosure action of a superior
or subordinate lienholder.
(2) Foreclosure process procedural safeguards during a loss
mitigation review cycle. A loss mitigation review cycle begins when a
borrower makes a request for loss mitigation assistance more than 37
days before a foreclosure sale. Once a loss mitigation review cycle
begins, the servicer must ensure that one of the following procedural
safeguards is met before making the first notice or filing required by
applicable law for any judicial or non-judicial foreclosure process, or
if applicable, before advancing the foreclosure process:
(i) No remaining loss mitigation options. The servicer has reviewed
the borrower for loss mitigation and no available loss mitigation
options remain, the servicer has sent the borrower all notices required
by paragraph (c) of this section, if applicable, and the borrower has
not requested any appeal within the applicable time period or, if
applicable, all of the borrower's appeals have been denied; or
(ii) Unresponsive borrower. The servicer has regularly taken steps
to identify and obtain any information and documents necessary from the
borrower to determine which loss mitigation options, if any, it will
offer to the borrower, and, if the servicer has made a loss mitigation
determination, has regularly taken steps to reach the borrower
regarding that determination, but the borrower has not communicated
with the servicer for at least 90 days.
(3) Fee protections. During a loss mitigation review cycle, no fees
beyond the amounts scheduled or calculated as if the borrower made all
contractual payments on time and in full under the terms of the
mortgage contract shall accrue on the borrower's account.
(g) [RESERVED]
(h) Appeal process--(1) Appeal process required for loss mitigation
determinations. A servicer shall permit a borrower to appeal the
servicer's determination regarding any loss mitigation option available
to the borrower.
(2) Deadlines. A servicer shall permit a borrower to make an appeal
within 14 days after the servicer provides a loss mitigation
determination to the borrower pursuant to paragraph (c) of this
section. An appeal that meets the procedural requirements of section
1024.35 and is submitted within 14 days after the servicer provides a
loss mitigation determination to the borrower pursuant to paragraph (c)
of this section shall be treated as both an appeal and an error
assertion for purposes of paragraph (h) of this section.
(3) Independent evaluation. An appeal shall be reviewed by
different personnel than those responsible for making the loss
mitigation determination that is the subject of the appeal.
(4) Appeal determination. Within 30 days of a borrower making an
appeal, the servicer shall provide a notice to the borrower stating the
servicer's determination of whether the servicer will offer the
borrower a loss mitigation option based upon the appeal and, if
applicable, how long the borrower has to accept or reject such an offer
or a prior offer of a loss mitigation option. If a borrower has
asserted an error under Sec. 1024.35(b)(11) that meets the procedural
requirements of Sec. 1024.35 and is submitted within 14 days after the
servicer provides a loss mitigation determination to the borrower
pursuant to paragraph (c) of this section, a servicer may not make this
appeal determination until it has either corrected the error or
conducted a reasonable investigation and determined that no error
occurred, as required in Sec. 1024.35. A servicer may require that a
borrower accept or reject an offer of a loss mitigation option after an
appeal no earlier than 14 days after the servicer provides the notice
to a borrower. A servicer's determination under this paragraph is not
subject to any further appeal.
(i) Duplicative requests. A servicer must comply with the
requirements of this section for a borrower's request for loss
mitigation assistance during the same loss mitigation review cycle,
unless the procedural safeguards in paragraph (f)(2)(i) and (ii) have
been met.
(j) Small servicer requirements. A small servicer shall be subject
to the prohibition on foreclosure referral in paragraph (f)(1) of this
section. A small servicer shall not make the first notice or filing
required by applicable law for any judicial or non-judicial foreclosure
process and shall not move for foreclosure judgment or order of sale,
or conduct a foreclosure sale, if a borrower is performing pursuant to
the terms of an agreement on a loss mitigation option.
(k) Servicing transfers--(1) In general--(i) Timing of compliance.
Except as provided in paragraphs (k)(3) and (4) of this section, if a
transferee servicer acquires the servicing of a mortgage loan for which
a request for loss mitigation assistance is pending as of the transfer
date, the transferee servicer must comply with the requirements of this
section for that request within the timeframes that were applicable to
the transferor servicer based on the date the transferor servicer
received the request for loss mitigation assistance. All rights and
protections under this section to which a borrower was entitled before
a transfer continue to apply notwithstanding the transfer.
(ii) Transfer date defined. For purposes of this paragraph (k), the
transfer date is the date on which the transferee servicer will begin
accepting payments relating to the mortgage loan, as disclosed on the
notice of transfer of loan servicing pursuant to Sec.
1024.33(b)(4)(iv).
(2) [RESERVED]
(3) Requests for loss mitigation assistance pending at transfer. If
a transferee servicer acquires the servicing of a mortgage loan for
which a request for loss mitigation assistance is pending as of the
transfer date, the transferee servicer must comply with the applicable
requirements of this section, including the procedural safeguards
referenced in paragraph (f)(2).
(4) Determinations subject to appeal process. If a transferee
servicer acquires the servicing of a mortgage loan for which an appeal
of a transferor servicer's determination pursuant to paragraph (h) of
this section has not been resolved by the transferor servicer as of the
transfer date or is timely filed after the transfer date, the
transferee servicer must make a determination on the appeal if it is
able to do so or, if it is unable to do so, must treat the appeal as a
pending request for loss mitigation assistance.
(i) Determining appeal. If a transferee servicer is required under
this paragraph (k)(4) to make a determination on an appeal, the
transferee servicer must complete the determination and provide the
notice required by paragraph (h)(4) of this section within 30 days of
the transfer date or 30 days of the date the borrower made the appeal,
whichever is later.
(ii) Servicer unable to determine appeal. A transferee servicer
that is required to treat a borrower's appeal as a pending request for
loss mitigation assistance under this paragraph (k)(4) must comply with
the requirements of this section for such request.
[[Page 60249]]
(5) Pending loss mitigation offers. A transfer does not affect a
borrower's ability to accept or reject a loss mitigation option offered
under this section. If a transferee servicer acquires the servicing of
a mortgage loan for which the borrower's time period under paragraph
(e) or (h) of this section for accepting or rejecting a loss mitigation
option offered by the transferor servicer has not expired as of the
transfer date, the transferee servicer must allow the borrower to
accept or reject the offer during the unexpired balance of the
applicable time period.
Appendix MS-4 to Part 1024 [Amended]
0
8. In Appendix MS-4 to Part 1024, remove and reserve MS-4(A) and MS-
4(B).
0
9. In Supplement I to part 1024:
0
a. Revise Sec. 1024.31--Definitions;
0
b. Under Section 1024.38--General servicing policies, procedures, and
requirements:
0
i. Revise Paragraph 38(b)(1)(iv) and Paragraph 38(b)(1)(vi);
0
ii. Revise the paragraph heading of 38(b)(2) Properly evaluating loss
mitigation applications;
0
iii. Revise Paragraph 38(b)(2)(v), Paragraph 38(b)(3)(iii), 38(b)(5)
Informing borrowers of written error resolution and information request
procedures, and 38(c)(1)Record retention.
0
c. Under Sec. 1024.39--Early intervention requirements for certain
borrowers:
0
i. Revise 39(a) Live Contact, Paragraph 39(b)(2)(iii), and Paragraph
39(b)(2)(iv).
0
d. Revise Sec. 1024.41--Loss mitigation procedures.
0
e. Under Appendix MS to Part 1024--Mortgage Servicing Model Forms and
Clauses:
0
i. Revise Appendix MS-4--Model Clauses for the Written Early
Intervention Notice.
The revisions read as follows:
Supplement I to Part 1024--Official Bureau Interpretations
* * * * *
1024.31--Definitions
Delinquency
1. Length of delinquency. A borrower's delinquency begins on the
date an amount sufficient to cover a periodic payment of principal,
interest, and, if applicable, escrow becomes due and unpaid, and
lasts until such time as no periodic payment is due and unpaid, even
if the borrower is afforded a period after the due date to pay
before the servicer assesses a late fee.
2. Application of funds. If a servicer applies payments to the
oldest outstanding periodic payment, a payment by a delinquent
borrower advances the date the borrower's delinquency began. For
example, assume a borrower's mortgage loan obligation provides that
a periodic payment sufficient to cover principal, interest, and
escrow is due on the first of each month. The borrower fails to make
a payment on January 1 or on any day in January, and on January 31
the borrower is 30 days delinquent. On February 3, the borrower
makes a periodic payment. The servicer applies the payment it
received on February 3 to the outstanding January payment. On
February 4, the borrower is three days delinquent.
3. Payment tolerance. For any given billing cycle for which a
borrower's payment is less than the periodic payment due, if a
servicer chooses not to treat a borrower as delinquent for purposes
of any section of this subpart, that borrower is not delinquent as
defined in Sec. 1024.31.
4. Creditor's contract rights. This subpart does not prevent a
creditor from exercising a right provided by a mortgage loan
contract to accelerate payment for a breach of that contract.
Failure to pay the amount due after the creditor accelerates the
mortgage loan obligation in accordance with the mortgage loan
contract would begin or continue delinquency.
Loss Mitigation Option
1. Types of loss mitigation options. Loss mitigation options
include temporary and long-term relief, including options that allow
borrowers who are behind on their mortgage payments to remain in
their homes or to leave their homes without a foreclosure, such as,
without limitation, refinancing, trial or permanent modification,
repayment of the amount owed over an extended period of time,
forbearance of future payments, short-sale, deed-in-lieu of
foreclosure, and loss mitigation programs sponsored by a locality, a
State, or the Federal government.
2. Available through the servicer. A loss mitigation option
available through the servicer refers to an option for which a
borrower may request to be evaluated, even if the borrower
ultimately does not qualify for such option.
Request for Loss Mitigation Assistance
1. Borrower's representative. A request for loss mitigation
assistance is deemed to be submitted by a borrower if the request is
submitted by an agent of the borrower. Servicers may undertake
reasonable procedures to determine if a person that claims to be an
agent of a borrower has authority from the borrower to act on the
borrower's behalf.
Qualified Written Request
1. A qualified written request is a written notice a borrower
provides to request a servicer either correct an error relating to
the servicing of a mortgage loan or to request information relating
to the servicing of the mortgage loan. A qualified written request
is not required to include both types of requests. For example, a
qualified written request may request information relating to the
servicing of a mortgage loan but not assert that an error relating
to the servicing of a loan has occurred.
2. A qualified written request is just one form that a written
notice of error or information request may take. Thus, the error
resolution and information request requirements in Sec. Sec.
1024.35 and 1024.36 apply as set forth in those sections
irrespective of whether the servicer receives a qualified written
request.
Service Provider
1. Service providers may include attorneys retained to represent
a servicer or an owner or assignee of a mortgage loan in a
foreclosure proceeding, as well as other professionals retained to
provide appraisals or inspections of properties.
Successor in Interest
1. Joint tenants and tenants by the entirety. If a borrower who
has an ownership interest as a joint tenant or tenant by the
entirety in a property securing a mortgage loan subject to this
subpart dies, a surviving joint tenant or tenant by the entirety
with a right of survivorship in the property is a successor in
interest as defined in Sec. 1024.31.
2. Beneficiaries of inter vivos trusts. In the event of a
transfer into an inter vivos trust in which the borrower is and
remains a beneficiary and which does not relate to a transfer of
rights of occupancy in the property, the beneficiaries of the inter
vivos trust rather than the inter vivos trust itself are considered
to be the successors in interest for purposes of Sec. 1024.31. For
example, assume Borrower A transfers her home into such an inter
vivos trust for the benefit of her spouse and herself. As of the
transfer date, Borrower A and her spouse would be considered
successors in interest and, upon confirmation, would be borrowers
for purposes of certain provisions of Regulation X. If the lender
has not released Borrower A from the loan obligation, Borrower A
would also remain a borrower more generally for purposes of
Regulation X.
* * * * *
Section 1024.38--General Servicing Policies, Procedures, and
Requirements.
* * * * *
Paragraph 38(b)(1)(iv)
1. Accurate and current information for owners or assignees of
mortgage loans relating to loss mitigation. The relevant current
information to owners or assignees of mortgage loans includes, among
other things, information about a servicer's evaluation of borrowers
for loss mitigation options and a servicer's agreements with
borrowers on loss mitigation options, including loan modifications.
Such information includes, for example, information regarding the
date, terms, and features of loss mitigation options, the components
of any capitalized arrears, the amount of any servicer advances, and
any assumptions regarding the value of a property used in evaluating
any loss mitigation options.
Paragraph 38(b)(1)(vi)
1. Identification of potential successors in interest. A
servicer may be notified of the existence of a potential successor
in interest in a variety of ways. For example, a person could
indicate that there has been a transfer of ownership or of an
ownership interest in
[[Page 60250]]
the property or that a borrower has been divorced, legally
separated, or died, or a person other than a borrower could make a
request for loss mitigation assistance. A servicer must maintain
policies and procedures reasonably designed to ensure that the
servicer can retain this information and promptly facilitate
communication with potential successors in interest when a servicer
is notified of their existence. A servicer is not required to
conduct a search for potential successors in interest if the
servicer has not received actual notice of their existence.
2. Documents reasonably required. The documents a servicer
requires to confirm a potential successor in interest's identity and
ownership interest in the property must be reasonable in light of
the laws of the relevant jurisdiction, the specific situation of the
potential successor in interest, and the documents already in the
servicer's possession. The required documents may, where
appropriate, include, for example, a death certificate, an executed
will, or a court order. The required documents may also include
documents that the servicer reasonably believes are necessary to
prevent fraud or other criminal activity (for example, if a servicer
has reason to believe that documents presented are forged).
3. Examples of reasonable requirements. Because the relevant law
governing each situation may vary from State to State, the following
examples are illustrative only. The examples illustrate what
documents it would generally be reasonable for a servicer to require
to confirm a potential successor in interest's identity and
ownership interest in the property under the specific circumstances
described.
i. Tenancy by the entirety or joint tenancy. Assume that a
servicer knows that the potential successor in interest and the
transferor borrower owned the property as tenants by the entirety or
joint tenants and that the transferor borrower has died. Assume
further that, upon the death of the transferor borrower, the
applicable law of the relevant jurisdiction does not require a
probate proceeding to establish that the potential successor in
interest has sole interest in the property but requires only that
there be a prior recorded deed listing both the potential successor
in interest and the transferor borrower as tenants by the entirety
(e.g., married grantees) or joint tenants. Under these
circumstances, it would be reasonable for the servicer to require
the potential successor in interest to provide documentation of the
recorded instrument, if the servicer does not already have it, and
the death certificate of the transferor borrower. Because in this
situation a probate proceeding is not required under the applicable
law of the relevant jurisdiction, it generally would not be
reasonable for the servicer to require documentation of a probate
proceeding.
ii. Affidavits of heirship. Assume that a potential successor in
interest indicates that an ownership interest in the property
transferred to the potential successor in interest upon the death of
the transferor borrower through intestate succession and offers an
affidavit of heirship as confirmation. Assume further that, upon the
death of the transferor borrower, the applicable law of the relevant
jurisdiction does not require a probate proceeding to establish that
the potential successor in interest has an interest in the property
but requires only an appropriate affidavit of heirship. Under these
circumstances, it would be reasonable for the servicer to require
the potential successor in interest to provide the affidavit of
heirship and the death certificate of the transferor borrower.
Because a probate proceeding is not required under the applicable
law of the relevant jurisdiction to recognize the transfer of title,
it generally would not be reasonable for the servicer to require
documentation of a probate proceeding.
iii. Divorce or legal separation. Assume that a potential
successor in interest indicates that an ownership interest in the
property transferred to the potential successor in interest from a
spouse who is a borrower as a result of a property agreement
incident to a divorce proceeding. Assume further that the applicable
law of the relevant jurisdiction does not require a deed conveying
the interest in the property but accepts a final divorce decree and
accompanying separation agreement executed by both spouses to
evidence transfer of title. Under these circumstances, it would be
reasonable for the servicer to require the potential successor in
interest to provide documentation of the final divorce decree and an
executed separation agreement. Because the applicable law of the
relevant jurisdiction does not require a deed, it generally would
not be reasonable for the servicer to require a deed.
iv. Living spouses or parents. Assume that a potential successor
in interest indicates that an ownership interest in the property
transferred to the potential successor in interest from a living
spouse or parent who is a borrower by quitclaim deed or act of
donation. Under these circumstances, it would be reasonable for the
servicer to require the potential successor in interest to provide
the quitclaim deed or act of donation. It generally would not be
reasonable, however, for the servicer to require additional
documents.
4. Additional documentation required for confirmation
determination. Section 1024.38(b)(1)(vi)(C) requires a servicer to
maintain policies and procedures reasonably designed to ensure that,
upon receipt of the documents identified by the servicer, the
servicer promptly notifies a potential successor in interest that,
as applicable, the servicer has confirmed the potential successor in
interest's status, has determined that additional documents are
required, or has determined that the potential successor in interest
is not a successor in interest. If a servicer reasonably determines
that it cannot make a determination of the potential successor in
interest's status based on the documentation provided, it must
specify what additional documentation is required. For example, if
there is pending litigation involving the potential successor in
interest and other claimants regarding who has title to the property
at issue, a servicer may specify that documentation of a court
determination or other resolution of the litigation is required.
5. Prompt confirmation and loss mitigation. A servicer's
policies and procedures must be reasonably designed to ensure that
the servicer can promptly notify the potential successor in interest
that the servicer has confirmed the potential successor in
interest's status. Notification is not prompt for purposes of this
requirement if it unreasonably interferes with a successor in
interest's ability to make a request loss mitigation assistance.
8(b)(2) Properly Evaluating Requests for Loss Mitigation Assistance.
* * * * *
Paragraph 38(b)(2)(v)
1. Owner or assignee requirements. A servicer must have policies
and procedures reasonably designed to evaluate a borrower for a loss
mitigation option consistent with any owner or assignee
requirements, even where the requirements of Sec. 1024.41 may be
inapplicable. For example, an owner or assignee may require that a
servicer implement certain procedures to review a borrower who makes
a request for loss mitigation assistance less than 37 days before a
foreclosure sale. Further, an owner or assignee may require that a
servicer implement certain procedures to re-evaluate a borrower who
has demonstrated a material change in the borrower's financial
circumstances for a loss mitigation option after the servicer's
initial evaluation. A servicer must have policies and procedures
reasonably designed to implement these requirements even if such
loss mitigation evaluations may not be required pursuant to Sec.
1024.41.
38(b)(3) Facilitating Oversight of, and Compliance by, Service
Providers.
Paragraph 38(b)(3)(iii)
1. Sharing information with service provider personnel handling
foreclosure proceedings. A servicer's policies and procedures must
be reasonably designed to ensure that servicer personnel promptly
inform service provider personnel handling foreclosure proceedings
that the servicer has received a request for loss mitigation
assistance and promptly instruct foreclosure counsel to take any
step required by Sec. 1024.41(f) sufficiently timely to avoid
violating the prohibition against making the first notice or filing
required by applicable law for any judicial or non-judicial
foreclosure process, or before advancing the foreclosure process.
* * * * *
38(b)(5) Informing Borrowers of Written Error Resolution and
Information Request Procedures
1. Manner of informing borrowers. A servicer may comply with the
requirement to maintain policies and procedures reasonably designed
to inform borrowers of the procedures for submitting written notices
of error set forth in Sec. 1024.35 and written information requests
set forth in Sec. 1024.36 by informing borrowers, through a notice
(mailed or delivered electronically) or a website. For example, a
servicer may comply with Sec. 1024.38(b)(5) by including in the
periodic statement required pursuant to 12
[[Page 60251]]
CFR 1026.41 a brief statement informing borrowers that borrowers
have certain rights under Federal law related to resolving errors
and requesting information about their account, and that they may
learn more about their rights by contacting the servicer, and a
statement directing borrowers to a website that provides a
description of the procedures set forth in Sec. Sec. 1024.35 and
1024.36. Alternatively, a servicer may also comply with Sec.
1024.38(b)(5) by including a description of the procedures set forth
in Sec. Sec. 1024.35 and 1024.36 in the written notice required by
Sec. Sec. 1024.35(c) and 1024.36(b).
2. Oral complaints and requests. A servicer's policies and
procedures must be reasonably designed to provide information to
borrowers who are not satisfied with the resolution of a complaint
or request for information submitted orally about the procedures for
submitting written notices of error set forth in Sec. 1024.35 and
for submitting written requests for information set forth in Sec.
1024.36.
3. Notices of error incorrectly sent to addresses associated
with submission of requests for loss mitigation assistance or the
continuity of contact. A servicer's policies and procedures must be
reasonably designed to ensure that if a borrower incorrectly submits
an assertion of an error to any address given to the borrower in
connection with a request for loss mitigation assistance, the
continuity of contact pursuant to Sec. 1024.40, or a loss
mitigation determination, the servicer will inform the borrower of
the procedures for submitting written notices of error set forth in
Sec. 1024.35, including the correct address. Alternatively, the
servicer could redirect such notices to the correct address.
38(c) Standard Requirements
38(c)(1)Record Retention
1. Methods of retaining records. Retaining records that document
actions taken with respect to a borrower's mortgage loan account,
including records evidencing compliance with this part, does not
necessarily mean actual paper copies of documents. The records may
be retained by any method that reproduces the records accurately
(including computer programs) and that ensures that the servicer can
easily access the records (including a contractual right to access
records possessed by another entity). For example, a servicer may
use a computer program to create and retain records of the date a
borrower makes a request for loss mitigation assistance, so long as
the servicer ensures it can easily access those records.
* * * * *
1024.39--Early Intervention Requirements for Certain Borrowers
39(a) Live Contact
1. Delinquency. Section 1024.39 requires a servicer to establish
or attempt to establish live contact no later than the 36th day of a
borrower's delinquency. This provision is illustrated as follows:
i. Assume a mortgage loan obligation with a monthly billing
cycle and monthly payments of $2,000 representing principal,
interest, and escrow due on the first of each month.
A. The borrower fails to make a payment of $2,000 on, and makes
no payment during the 36-day period after, January 1. The servicer
must establish or make good faith efforts to establish live contact
not later than 36 days after January 1--i.e., on or before February
6.
B. The borrower makes no payments during the period January 1
through April 1, although payments of $2,000 each on January 1,
February 1, and March 1 are due. Assuming it is not a leap year; the
borrower is 90 days delinquent as of April 1. The servicer may time
its attempts to establish live contact such that a single attempt
will meet the requirements of Sec. 1024.39(a) for two missed
payments. To illustrate, the servicer complies with Sec. 1024.39(a)
if the servicer makes a good faith effort to establish live contact
with the borrower, for example, on February 5 and again on March 25.
The February 5 attempt meets the requirements of Sec. 1024.39(a)
for both the January 1 and February 1 missed payments. The March 25
attempt meets the requirements of Sec. 1024.39(a) for the March 1
missed payment.
ii. A borrower who is performing as agreed under a loss
mitigation option designed to bring the borrower current on a
previously missed payment is not delinquent for purposes of Sec.
1024.39.
iii. During the 60-day period beginning on the effective date of
transfer of the servicing of any mortgage loan, a borrower is not
delinquent for purposes of Sec. 1024.39 if the transferee servicer
learns that the borrower has made a timely payment that has been
misdirected to the transferor servicer and the transferee servicer
documents its files accordingly. See Sec. 1024.33(c)(1) and comment
33(c)(1)-2.
iv. A servicer need not establish live contact with a borrower
unless the borrower is delinquent during the 36 days after a payment
due date. If the borrower satisfies a payment in full before the end
of the 36-day period, the servicer need not establish live contact
with the borrower. For example, if a borrower misses a January 1 due
date but makes that payment on February 1, a servicer need not
establish or make good faith efforts to establish live contact by
February 6.
2. Establishing live contact. Live contact provides servicers an
opportunity to discuss the circumstances of a borrower's
delinquency. Live contact with a borrower includes speaking on the
telephone or conducting an in-person meeting with the borrower but
not leaving a recorded phone message. A servicer may rely on live
contact established at the borrower's initiative to satisfy the live
contact requirement in Sec. 1024.39(a). Servicers may also combine
contacts made pursuant to Sec. 1024.39(a) with contacts made with
borrowers for other reasons, for instance, by telling borrowers on
collection calls that loss mitigation options may be available.
3. Good faith efforts. Good faith efforts to establish live
contact consist of reasonable steps, under the circumstances, to
reach a borrower and may include telephoning the borrower on more
than one occasion or sending written or electronic communication
encouraging the borrower to establish live contact with the
servicer. The length of a borrower's delinquency, as well as a
borrower's failure to respond to a servicer's repeated attempts at
communication pursuant to Sec. 1024.39(a), are relevant
circumstances to consider. For example, whereas ``good faith
efforts'' to establish live contact with regard to a borrower with
two consecutive missed payments might require a telephone call,
``good faith efforts'' to establish live contact with regard to an
unresponsive borrower with six or more consecutive missed payments
might require no more than including a sentence requesting that the
borrower contact the servicer with regard to the delinquencies in
the periodic statement or in an electronic communication. Comment
39(a)-6 discusses the relationship between live contact and the loss
mitigation procedures set forth in Sec. 1024.41.
4. Promptly inform if appropriate.
i. Servicer's determination. It is within a servicer's
reasonable discretion to determine whether informing a borrower
about the availability of loss mitigation options is appropriate
under the circumstances. The following examples demonstrate when a
servicer has made a reasonable determination regarding the
appropriateness of providing information about loss mitigation
options.
A. A servicer provides information about the availability of
loss mitigation options to a borrower who notifies a servicer during
live contact of a hardship for which a loss mitigation option may be
available.
B. A servicer does not provide information about the
availability of loss mitigation options to a borrower who has missed
a January 1 payment and notified the servicer that full late payment
will be transmitted to the servicer by February 15.
ii. Promptly inform. If appropriate, a servicer may inform
borrowers about the availability of loss mitigation options orally,
in writing, or through electronic communication, but the servicer
must provide such information promptly after the servicer
establishes live contact. A servicer need not notify a borrower
about any particular loss mitigation options at this time; if
appropriate, a servicer need only inform borrowers generally that
loss mitigation options may be available. If appropriate, a servicer
may satisfy the requirement in Sec. 1024.39(a) to inform a borrower
about loss mitigation options by providing the written notice
required by Sec. 1024.39(b)(1), but the servicer must provide such
notice promptly after the servicer establishes live contact.
5. Borrower's representative. Section 1024.39 does not prohibit
a servicer from satisfying its requirements by establishing live
contact with and, if applicable, providing information about loss
mitigation options to a person authorized by the borrower to
communicate with the servicer on the borrower's behalf. A servicer
may undertake reasonable procedures to determine if a person that
claims to be an agent of a borrower has authority from the borrower
to act on the borrower's behalf, for example, by requiring a person
that claims to be an agent of the borrower to provide documentation
from the borrower stating that the purported agent is acting on the
borrower's behalf.
[[Page 60252]]
6. Relationship between live contact and loss mitigation
procedures. If the servicer has established and is maintaining
regular contact with the borrower during a loss mitigation review
cycle under Sec. 1024.41, the servicer complies with Sec.
1024.39(a) and need not otherwise establish or make good faith
efforts to establish live contact. A servicer must resume compliance
with the requirements of Sec. 1024.39(a) for a borrower who becomes
delinquent again after curing a prior delinquency.
* * * * *
Paragraph 39(b)(2)(iii)
1. Types of loss mitigation options that are generally
available. The servicer must list each type of loss mitigation
option that is generally available from the owner or assignee of the
borrower's loan. The servicer may include a statement that not all
borrowers will qualify for the listed options. A type of loss
mitigation option may be described in one or more sentences. If the
owner or assignee of the borrower's mortgage loan offers a type of
loss mitigation option comprising several loss mitigation programs,
the servicer may provide a generic description of the option without
providing detailed descriptions of each program. For example, if the
owner or assignee of the borrower's mortgage loan offers several
loan modification programs, the servicer may provide a generic
description of ``loan modification.''
Paragraph 39(b)(2)(iv)
1. Explanation of how the borrower may obtain more information
about how to make a request for loss mitigation assistance. A
servicer may comply with Sec. 1024.39(b)(2)(iv) by directing the
borrower to contact the servicer for more detailed information on
how to make a request for loss mitigation assistance. For example, a
general statement such as, ``contact us for instructions on how to
request assistance'' would satisfy the requirement to inform the
borrower how to obtain more information about how to make a request
for loss mitigation assistance. However, to expedite the borrower's
timely request for loss mitigation assistance, servicers may provide
more detailed instructions, such as by listing representative
documents, if any, the borrower should make available to the
servicer (such as tax filings or income statements), and an estimate
of how quickly the servicer expects to evaluate the request for loss
mitigation assistance and make a decision on loss mitigation
options.
* * * * *
1024.41--Loss Mitigation Procedures
41(c) Evaluation of Loss Mitigation Applications
41(c)(1) General Notice and Content Requirements
1. Investor requirements. Except as pursuant to Sec.
1024.41(c)(3), if a loss mitigation option is offered or denied
because of a requirement of an owner or assignee of a mortgage loan,
the specific reasons in the notice provided to the borrower must
identify the requirement that is the basis of the determination. A
statement that the offer or denial of a loss mitigation option is
based on an investor requirement, without additional information
specifically identifying the relevant investor or guarantor and the
specific applicable requirement, is insufficient.
2. Reasons listed. A servicer is required to disclose the actual
reason or reasons for the determination.
3. Loss mitigation options available to a borrower. The loss
mitigation options available to a borrower are those options offered
by an owner or assignee of the borrower's mortgage loan. Loss
mitigation options administered by a servicer for an owner or
assignee of a mortgage loan other than the owner or assignee of the
borrower's mortgage loan are not available to the borrower solely
because such options are administered by the servicer. For example:
i. A servicer services mortgage loans for two different owners
or assignees of mortgage loans. Those entities each have different
loss mitigation programs. loss mitigation options not offered by the
owner or assignee of the borrower's mortgage loan are not available
to the borrower; or
ii. The owner or assignee of a borrower's mortgage loan has
established pilot programs, temporary programs, or programs that are
limited by the number of participating borrowers. Such loss
mitigation options are available to a borrower. However, a servicer
evaluates whether a borrower is eligible for any such program
consistent with criteria established by an owner or assignee of a
mortgage loan. For example, if an owner or assignee has limited a
pilot program to a certain geographic area or to a limited number of
participants, and the servicer determines that a borrower is not
eligible based on any such requirement, the servicer shall inform
the borrower that the investor requirement for the program is the
basis for the denial.
4. Offer of a non-home retention option. A servicer's offer of a
non-home retention option may be conditional upon receipt of further
information not in the borrower's possession and necessary to
establish the parameters of a servicer's offer. For example, a
servicer complies with the requirement for evaluating the borrower
for a short sale option if the servicer offers the borrower the
opportunity to enter into a listing or marketing period agreement
but indicates that specifics of an acceptable short sale transaction
may be subject to further information obtained from an appraisal or
title search.
5. Other notices. A servicer may combine other notices required
by applicable law, including, without limitation, a notice with
respect to an adverse action required by Regulation B, 12 CFR part
1002, or a notice required pursuant to the Fair Credit Reporting
Act, with the notice required pursuant to Sec. 1024.41(c)(1),
unless otherwise prohibited by applicable law.
41(f) Prohibition on Foreclosure Referral
1. Prohibited activities. Section 1024.41(f) prohibits a
servicer from making the first notice or filing required by
applicable law for any judicial or non-judicial foreclosure process
under certain circumstances. Whether a document is considered the
first notice or filing is determined on the basis of foreclosure
procedure under the applicable State law.
i. Where foreclosure procedure requires a court action or
proceeding, a document is considered the first notice or filing if
it is the earliest document required to be filed with a court or
other judicial body to commence the action or proceeding (e.g., a
complaint, petition, order to docket, or notice of hearing).
ii. Where foreclosure procedure does not require an action or
court proceeding, such as under a power of sale, a document is
considered the first notice or filing if it is the earliest document
required to be recorded or published to initiate the foreclosure
process.
iii. Where foreclosure procedure does not require any court
filing or proceeding, and also does not require any document to be
recorded or published, a document is considered the first notice or
filing if it is the earliest document that establishes, sets, or
schedules a date for the foreclosure sale.
iv. A document provided to the borrower but not initially
required to be filed, recorded, or published is not considered the
first notice or filing on the sole basis that the document must
later be included as an attachment accompanying another document
that is required to be filed, recorded, or published to carry out a
foreclosure.
41(f)(2) Foreclosure Process Procedural Safeguards During a Loss
Mitigation Review Cycle
1. Dispositive motion. The prohibition on a servicer advancing
the foreclosure process includes moving for judgment or order of
sale by, for example, making a dispositive motion for foreclosure
judgment, such as a motion for default judgment, judgment on the
pleadings, or summary judgment, which may directly result in a
judgment of foreclosure or order of sale. A servicer has not moved
for a foreclosure judgment or order of sale and is not advancing the
foreclosure process if the servicer takes reasonable steps to avoid
a ruling on such motion or issuance of such order, notwithstanding
whether any such action successfully avoids a ruling on a
dispositive motion or issuance of an order of sale.
2. Interaction with foreclosure counsel. The prohibitions in
Sec. 1024.41(f)(2) against advancing the foreclosure process
(including moving for judgment or sale) may require a servicer to
act through foreclosure counsel retained by the servicer in a
foreclosure proceeding. If a servicer has received a request for
loss mitigation assistance, the servicer must instruct counsel
promptly not to advance the foreclosure process or make a
dispositive motion for foreclosure judgment or order of sale; where
such a dispositive motion is pending, to avoid a ruling on the
motion or issuance of an order of sale; and, where a sale is
scheduled, to prevent conduct of a foreclosure sale, unless one of
the procedural safeguards in Sec. 1024.41(f)(2) is met, if
applicable. A servicer is not relieved of its obligations because
foreclosure counsel's actions or inaction caused a violation.
3. Requests for loss mitigation assistance submitted 37 days or
less before foreclosure sale. Although a servicer is not required to
[[Page 60253]]
comply with the requirements in Sec. 1024.41 with respect to a
borrower's request for loss mitigation assistance submitted 37 days
or less before a foreclosure sale, a servicer is required
separately, in accordance with policies and procedures maintained
pursuant to Sec. 1024.38(b)(2)(v) to properly evaluate a borrower
who makes a request for loss mitigation assistance pursuant to any
requirements established by the owner or assignee of the borrower's
mortgage loan. Such evaluation may be subject to requirements
applicable to a review of a request for loss mitigation assistance
submitted by a borrower 37 days or less before a foreclosure sale.
4. Advancing the foreclosure process prohibited. Section
1024.41(f)(2) prohibits a servicer from advancing the foreclosure
process if a borrower submits a request for loss mitigation
assistance more than 37 days before a foreclosure sale unless one of
the procedural safeguards in Sec. 1024.41(f)(2) is met. For
example, advancing the foreclosure process includes conducting a
foreclosure sale, even if a person other than the servicer
administers or conducts the foreclosure sale proceedings. Where
Sec. 1024.41(f)(2) is applicable but none of the procedural
safeguards under Sec. 1024.41(f)(2) have been met, scheduling a
sale date or conducting a sale violates Sec. 1024.41(f)(2).
5. Short sale listing period. An agreement for a short sale
transaction, or other similar loss mitigation option, typically
includes marketing or listing periods during which a servicer will
allow a borrower to market a short sale transaction. A borrower is
deemed to be performing under an agreement on a short sale, or other
similar loss mitigation option, during the term of a marketing or
listing period.
6. Short sale agreement. If a borrower has not obtained an
approved short sale transaction at the end of any marketing or
listing period, a servicer may deny the short sale option. An
approved short sale transaction is a short sale transaction that has
been approved by all relevant parties, including the servicer, other
affected lienholders, or insurers, if applicable, and the servicer
has received proof of funds or financing, unless circumstances
otherwise indicate that an approved short sale transaction is not
likely to occur.
7. Successors in interest--i. If a servicer receives a request
for loss mitigation assistance from a potential successor in
interest before confirming that person's identity and ownership
interest in the property, the servicer may, but need not, comply
with the foreclosure process procedural safeguards in Sec.
1024.41(f)(2) with respect to that person. If a servicer complies
with the requirements of Sec. 1024.41(f)(2) before confirming a
person's successor in interest status, Sec. 1024.41(i)'s limitation
on duplicative requests applies to that person, provided the
servicer's evaluation of loss mitigation options available to the
person would not have resulted in a different determination due to
the person's confirmation as a successor in interest if it had been
conducted after the servicer confirmed the person's status as a
successor in interest.
ii. If a servicer receives a request for loss mitigation
assistance from a potential successor in interest and elects not to
comply with the foreclosure process procedural safeguards in Sec.
1024.41(f)(2) with respect to that person before confirming that
person's identity and ownership interest in the property, the
servicer must comply with those foreclosure process procedural
safeguards with respect to that person as soon as that person
becomes a confirmed successor in interest and must treat the request
for loss mitigation assistance as if it had been received on the
date that the servicer confirmed the successor in interest's status.
41(f)(2)(ii) Unresponsive Borrower
1. Communication. For purposes of Sec. 1024.41(f)(2)(ii), a
servicer has not received a communication from the borrower if the
servicer has not received any written or electronic communication
from the borrower about the mortgage loan obligation, has not
received a telephone call from the borrower about the mortgage loan
obligation, and has not received a payment on the mortgage loan
obligation.
2. Borrower's representative. A servicer has received a
communication from the borrower if the communication is from an
agent of the borrower. A servicer may undertake reasonable
procedures to determine if a person that claims to be an agent of a
borrower has authority from the borrower to act on the borrower's
behalf, for example, by requiring that a person that claims to be an
agent of the borrower provide documentation from the borrower
stating that the purported agent is acting on the borrower's behalf.
Upon receipt of such documentation, the servicer shall treat the
communication as having been submitted by the borrower.
3. Regular contact. Although a servicer has flexibility to
establish its own requirements regarding the documents and
information necessary for a loss mitigation review, throughout the
loss mitigation review cycle the servicer must regularly communicate
the status of the loss mitigation review to the borrower, which
includes requesting documentation and information that the servicer
requires from the borrower and communicating available loss
mitigation options.
41(h) Appeal Process
Paragraph 41(h)(3)
1. Supervisory personnel. The appeal may be evaluated by
supervisory personnel that are responsible for oversight of the
personnel that conducted the initial evaluation, as long as the
supervisory personnel were not directly involved in the loss
mitigation evaluation that is the subject of the appeal.
41(k) Servicing Transfers
1. Pending request for loss mitigation assistance. For purposes
of Sec. 1024.41(k), a request for loss mitigation assistance is
pending if it was subject to Sec. 1024.41. For example, the
borrower is still in a loss mitigation review cycle, or the
transferor servicer denied the request for loss mitigation pursuant
to Sec. 1024.41(c)(2)(ii) but the 14 days referenced in Sec.
1024.41(c)(2)(iii) has not elapsed as of the transfer date.
41(k)(1) In General
41(k)(1)(i) Timing of Compliance
1. Obtaining loss mitigation documents and information. i. In
connection with a transfer, a transferor servicer must timely
transfer, and a transferee servicer must obtain from the transferor
servicer, documents and information submitted by a borrower in
connection with a request for loss mitigation assistance, consistent
with policies and procedures adopted pursuant to Sec.
1024.38(b)(4). A transferee servicer must comply with the applicable
requirements of Sec. 1024.41 with respect to a request for loss
mitigation assistance received as a result of a transfer, even if
the transferor servicer was not required to comply with Sec.
1024.41 with respect to that request.
ii. A transferee servicer must, in accordance with Sec.
1024.41(f)(2)(ii), regularly take steps to identify and obtain any
information and documents necessary from the borrower to determine
which loss mitigation options, if any, it will offer to the
borrower. In the transfer context, a transferee servicer must ensure
that a borrower is informed of any changes to the loss mitigation
determination process, such as a change in the address to which the
borrower should submit documents and information, as well as
ensuring that the borrower is informed about which documents and
information are needed by the transferee servicer to determine which
loss mitigation options, if any, it will offer to the borrower.
iii. A borrower may provide documents and information to a
transferor servicer after the transfer date. Consistent with
policies and procedures maintained pursuant to Sec. 1024.38(b)(4),
the transferor servicer must timely transfer, and the transferee
servicer must obtain, such documents and information.
2. Determination of rights and protections. For purposes of
Sec. 1024.41, a transferee servicer must consider documents and
information that constitute a request for loss mitigation assistance
for the transferee servicer to have been received as of the date
such documents and information were received by the transferor
servicer, even if such documents and information were received by
the transferor servicer after the transfer date. See comment
41(k)(1)(i)-1.iii.
3. Duplicative notices not required. A transferee servicer is
not required to provide notices under Sec. 1024.41 with respect to
a particular loss mitigation assistance request that the transferor
servicer provided prior to the transfer.
41(k)(1)(ii) Transfer Date Defined
1. Transfer date. Section 1024.41(k)(1)(ii) provides that the
transfer date is the date on which the transferee servicer will
begin accepting payments relating to the mortgage loan, as disclosed
on the notice of transfer of loan servicing pursuant to Sec.
1024.33(b)(4)(iv). The transfer date is the same date as that on
which the transfer of the servicing responsibilities from the
transferor servicer to the transferee servicer occurs. The transfer
date is not necessarily the same date as either the effective date
of the transfer of servicing as disclosed on the notice of transfer
of loan servicing pursuant to Sec. 1024.33(b)(4)(i) or the
[[Page 60254]]
sale date identified in a servicing transfer agreement.
41(k)(4) Determinations Subject to Appeal Process
1. Obtaining appeal. A borrower may submit an appeal of a
transferor servicer's determination pursuant to Sec. 1024.41(h) to
the transferor servicer after the transfer date. Consistent with
policies and procedures maintained pursuant to Sec. 1024.38(b)(4),
the transferor servicer must timely transfer, and the transferee
servicer must obtain, documents and information regarding such
appeals.
2. Servicer unable to determine appeal. A transferee servicer
may be unable to make a determination on an appeal when, for
example, the transferor servicer denied a borrower for a loss
mitigation option that the transferee servicer does not offer or
when the transferee servicer receives the mortgage loan through an
involuntary transfer and the transferor servicer failed to maintain
proper records such that the transferee servicer lacks sufficient
information to review the appeal. In that circumstance, the
transferee servicer is required to treat the appeal as a pending
request for loss mitigation assistance, and it must permit the
borrower to accept or reject any loss mitigation options offered by
the transferor servicer, even if it does not offer the loss
mitigation options offered by the transferor servicer, in addition
to the loss mitigation options, if any, that the transferee servicer
determines to offer the borrower based on its own review of a
borrower who makes a request for loss mitigation assistance. For
example, assume a transferor servicer denied a borrower for all loan
modification options but offered the borrower a short sale option,
and assume that the borrower's appeal of the loan modification
denial was pending as of the transfer date. If the transferee
servicer is unable to determine the borrower's appeal, the
transferee servicer must review the borrower's request for loss
mitigation assistance in accordance with Sec. 1024.41. At the
conclusion of such review, the transferee servicer must permit the
borrower to accept the short sale option offered by the transferor
servicer, even if the transferee servicer does not offer the short
sale option, in addition to any loss mitigation options the
transferee servicer determines to offer the borrower based upon its
own review.
41(k)(5) Pending Loss Mitigation Offers
1. Obtaining evidence of borrower acceptance. A borrower may
provide an acceptance or rejection of a pending loss mitigation
offer to a transferor servicer after the transfer date. Consistent
with policies and procedures maintained pursuant to Sec.
1024.38(b)(4), the transferor servicer must timely transfer, and the
transferee servicer must obtain, documents and information regarding
such acceptances and rejections, and the transferee servicer must
provide the borrower with any timely accepted loss mitigation
option, even if the borrower submitted the acceptance to the
transferor servicer.
Appendix MS to Part 1024--Mortgage Servicing Model Forms and Clauses
* * * * *
Appendix MS-4--Model Clauses for the Written Early Intervention Notice
1. [RESERVED]
2. [RESERVED]
3. Model MS-4(C). These model clauses illustrate how a servicer
may provide contact information for housing counselors, as required
by Sec. 1024.39(b)(2)(v). A servicer may, at its option, provide
the website and telephone number for either the Bureau's or the
Department of Housing and Urban Development's housing counselors
list, as provided by paragraphs Sec. 1024.39(b)(2)(v).
Rohit Chopra,
Director, Consumer Financial Protection Bureau.
[FR Doc. 2024-15475 Filed 7-23-24; 8:45 am]
BILLING CODE 4810-AM-P