HB-2-3550

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TABLE OF CONTENTS

Page

CHAPTER 1: OVERVIEW.................................................................................................... 1-1

SECTION 1: INTRODUCTION TO THE SERVICING AND ASSET 

MANAGEMENT OFFICE HANDBOOK .................................................................. 1-1

1.1 WELCOME TO THE SERVICING AND ASSET MANAGEMENT OFFICE

HANDBOOK ........................................................................................................... 1-1

1.2 USING THIS HANDBOOK............................................................................. 1-1

A. Handbook Symbols........................................................................................ 1-1

B. Citations and Text Boxes............................................................................... 1-2

C. Attachments and Appendices......................................................................... 1-3

D. Terminology................................................................................................... 1-3

E. How This Handbook Is Organized ................................................................ 1-4

SECTION 2: OVERVIEW OF THE DIRECT SINGLE FAMILY

HOUSING PROGRAM ..................................................................... 1-5

1.3 GOALS OF THE DIRECT SINGLE FAMILY HOUSING PROGRAM........ 1-5

1.4 SECTION 502 -- AN OVERVIEW.................................................................. 1-5

A. Program Loans............................................................................................... 1-5

B. Nonprogram Loans ........................................................................................ 1-6

1.5 SECTION 504 -- AN OVERVIEW.................................................................. 1-6

A. Section 504 Grants......................................................................................... 1-6

B. Section 504 Loans.......................................................................................... 1-7

1.6 THE ROLE OF FIELD OFFICES.................................................................... 1-7

SECTION 3: AUTOMATION.................................................................................. 1-9

1.7 THE DEDICATED LOAN ORIGINATION AND SERVICING

(DLOS) SYSTEM............................................................................................. 1-9

A. UniFi ............................................................................................................ 1-9

B. LoanServ........................................................................................................ 1-9

SECTION 4: GENERAL PROGRAM REQUIREMENTS................................. 1-11

1.8 CIVIL RIGHTS .............................................................................................. 1-11

A. Nondiscrimination........................................................................................ 1-12

B. Reasonable Accommodations for Persons with Disabilities ....................... 1-13

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(05-27-98) SPECIAL PN

Revised (03-31-21) SPECIAL PN 
HB-2-3550

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1.9 REVIEW AND APPEALS............................................................................. 1-13

A. Adverse Decisions ....................................................................................... 1-13

B. State Director Responsibilities..................................................................... 1-15

C. ADR Coordinator Responsibilities.............................................................. 1-15

D. Agency Representative Responsibilities...................................................... 1-16

1.10 Agency Decisions........................................................................................... 1-17

A. Informal Administrative Review ................................................................. 1-17

B. Appealable Decisions................................................................................... 1-17

C. Non-Appealable Decisions .......................................................................... 1-17

1.11 Participation Rights......................................................................................... 1-18

A. Informal Administrative Review ................................................................. 1-18

B. Mediation ..................................................................................................... 1-18

C. Appeal.......................................................................................................... 1-20

1.12 NAD Hearing Preparation............................................................................... 1-20

A. Pre-Hearing Conference............................................................................... 1-21

B. Post-Hearing ................................................................................................ 1-21

C. Timing of Issuance of Determination .......................................................... 1-22

D. Requests for a Director Review................................................................... 1-22

 1.13 Conflict of Interest.......................................................................................... 1-22

A. Borrower Disclosure .................................................................................... 1-23

B. Agency Employee Disclosure...................................................................... 1-23

C. Disposition of REO Properties..................................................................... 1-23

1.14 Other Federal Requirements........................................................................... 1-23

Environmental Requirements............................................................................. 1-23

1.15 EXCEPTION AUTHORITY.......................................................................... 1-24

ATTACHMENT 1-A INFORMAL ADMINISTRATIVE REVIEW

ATTACHMENT 1-B AN APPEALABLE ADVERSE DECISION

ATTACHMENT 1-C AN ADVERSE DECISION THAT ACNNOT BE 

APPEALED

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ATTACHMENT 1-D NOTIFICATION TO APPLICANTS OR BORROWERS OF 

THE ASSIGNMENT OF THEIR CASE TO MEDIATION 

SERVEICE PROVIDER

ATTACHMENT 1-E REQUEST TO A MEDIATION SERVICE PROVIDER

ATTACHMENT 1-F ATTACHMENT FOR NOTIFYING CUSTOMERS OF 

EXPIRATION OF THE 10 DAYS TO SELECT A MEDIAITION SERVICE 

PROVIDER

ATTACHMENT 1-G ATTACHMENT FOR CUSTOMER NOTIFICATION OF 

UNRESOLVED RESULT OF THE ADVERSE DECISION

CHAPTER 2: REGULAR SERVICING............................................................................... 2-1

2.1 INTRODUCTION ............................................................................................ 2-1

SECTION 1: GETTING STARTED WITH NEW BORROWERS...................... 2-5

2.2 GETTING A BORROWER INTO THE SERVICING OFFICE SYSTEM .... 2-5

A. Types of Loans............................................................................................... 2-5

B. Loan Activation ............................................................................................. 2-6

C. Loan Docket................................................................................................... 2-6

2.3 INTRODUCING THE BORROWER TO THE SERVICING OFFICE.......... 2-7

2.4 WORKING WITH BORROWERS OVER THE LONG TERM..................... 2-7

SECTION 2: PAYMENTS AND FEES ................................................................... 2-9

2.5 FREQUENCY OF PAYMENTS...................................................................... 2-9

2.6 PAYMENT METHOD..................................................................................... 2-9

A. Preauthorized Debit ....................................................................................... 2-9

B. Billing Statement ......................................................................................... 2-10

C. Conversion from Annual to Monthly Payments.......................................... 2-10

2.7 ACCEPTABLE FORMS OF PAYMENT...................................................... 2-11

2.8 LOCKBOX SERVICES ................................................................................. 2-11

A. Crediting Accounts at THE SERVICING OFFICE..................................... 2-11

B. Payments Received at THE SERVICING OFFICE .................................... 2-12

2.9 IRREGULAR PAYMENTS ........................................................................... 2-12

A. Partial Payments........................................................................................... 2-12

B. Excess Payments.......................................................................................... 2-13

C. Payments on Closed Accounts..................................................................... 2-13

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(05-27-98) SPECIAL PN

Revised (03-31-21) SPECIAL PN
HB-2-3550

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2.10 FEES ............................................................................................................... 2-13

SECTION 3: BORROWER ACTIONS REQUIRING APPROVAL ................. 2-15

2.11 OVERVIEW ................................................................................................... 2-15

2.12 GENERAL GUIDELINES ............................................................................. 2-15

A. Reviewing Requests..................................................................................... 2-15

B. Obtaining an Appraisal and an Environmental Review............................... 2-15

C. Evaluating and Approving the Request ....................................................... 2-16

D. Using Proceeds............................................................................................. 2-16

2.13 SUBORDINATION........................................................................................ 2-17

A. Criteria for Subordination............................................................................ 2-17

B. Amount of Subordination ............................................................................ 2-18

2.14 MINERAL LEASES....................................................................................... 2-18

2.15 PARTIAL RELEASE OF SECURITY .......................................................... 2-19

2.16 LEASE OF SECURITY PROPERTY............................................................ 2-21

2.17 ASSUMPTION OF INDEBTEDNESS.......................................................... 2-22

A. New Rates and Terms Assumptions............................................................ 2-22

B. Same Rates and Terms Assumptions........................................................... 2-22

C. Agency Approval......................................................................................... 2-23

D. Procedural Requirements............................................................................. 2-24

E. Releasing a Departing Borrower From Liability ......................................... 2-24

SECTION 4: REFINANCING WITH PRIVATE CREDIT................................ 2-25

2.18 OVERVIEW ................................................................................................... 2-25

2.19 SELECTING BORROWERS FOR REVIEW................................................ 2-25

A. Criteria ........................................................................................................ 2-25

B. Subsequent Credit....................................................................................... 2-26

C. Subordination of Recapture ........................................................................ 2-26

2.20 PROCESSING REQUEST TO REFINANCE .............................................. 2-27

2.21 UNINCORPORATED BORROWERS AND ACCELERATION ............... 2-27

SECTION 5: RECAPTURE.................................................................................... 2-29

2.22 TRIGGERING RECAPTURE........................................................................ 2-29

A. Ceasing to Occupy the Property ................................................................. 2-29

B. Deceased Borrowers................................................................................... 2-30

C. Transferring Title ........................................................................................ 2-30 ____________________________________________________________________________________________
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2.23 CALCULATING RECAPTURE OWED....................................................... 2-31

A. Recapture Formula...................................................................................... 2-31

B. Principal Reduction Attributable to Subsidy .............................................. 2-31

C. Value Appreciation ..................................................................................... 2-32

 

2.24 COLLECTING RECAPTURE INFORMATION ......................................... 2-37

A. Payoff With Final Payoff Statement........................................................... 2-37

B. Payoff Without Contacting the THE SERVICING OFFICE for a Final Payoff 

Statement or Final

 Installment Payment.................................................................................... 2-38

2.25 DEFERRING PAYMENT OF RECAPTURE .............................................. 2-40

A. Refinancing with Private Credit.................................................................. 2-40

B. Incentive to Pay Recapture ......................................................................... 2-40

2.26 TRUST ACCOUNTS .................................................................................... 2-41

SECTION 6: FINAL PAYMENTS......................................................................... 2-41

2.27 FINAL PAYMENT AMOUNT...................................................................... 2-41

2.28 PAYOFF STATEMENTS .............................................................................. 2-42

A. Statement of Loan Balance ......................................................................... 2-42

B. Final Payoff Statement................................................................................ 2-43

2.29 PROCESSING FINAL PAYMENTS............................................................. 2-43

A. Release Security Documents....................................................................... 2-43

B. Release Insurance........................................................................................ 2-44

C. Terminate Billing and Preauthorized Debits............................................... 2-44

D. Terminate Assignments of Income ............................................................. 2-44

ATTACHMENT 2-A: FINAL PAYOFF WORKSHEET

ATTACHMENT 2-B: SUBSIDY RECAPTURE CASE STUDY

ATTACHMENT 2-C: SERVICING BORROWERS WITH BOTH RURAL 

 HOUSING SERVICE (RHS) AND FARM SERVICE

 AGENCY (FSA) FARM CREDIT PROGRAM (FCP) 

 LOANS

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(05-27-98) SPECIAL PN

Revised (03-31-21) SPECIAL PN
HB-2-3550

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CHAPTER 3: ESCROW, TAXES, AND INSURANCE...................................................... 3-1

3.1 INTRODUCTION ............................................................................................ 3-1

SECTION 1: TAXES AND INSURANCE REQUIREMENTS............................. 3-1

3.2 TAXES AND OTHER LOCAL ASSESSMENTS........................................... 3-1

A. Tax Service Fee.............................................................................................. 3-1

B. Borrowers Failure to Pay Taxes..................................................................... 3-2

3.3 INSURANCE REQUIREMENTS.................................................................... 3-2

A. Policy Requirements...................................................................................... 3-3

B. Acceptable Evidence of Insurance................................................................. 3-4

C. Force Placed Insurance .................................................................................. 3-4

3.4 SERVICING ACTIONS RELATED TO INSURANCE ................................. 3-4

A. Reviewing Policies for Acceptability ............................................................ 3-4

B. Annual Payments........................................................................................... 3-5

C. Reviewing Changes in Insurance Coverage .................................................. 3-5

D. Cancellation of Insurance .............................................................................. 3-5

E. Vacant or Leased Units.................................................................................. 3-6

F. Transfer of Property....................................................................................... 3-6

SECTION 2: ESCROW REQUIREMENTS........................................................... 3-9

3.5 OVERVIEW OF ESCROW REQUIREMENTS.............................................. 3-9

A. Requirement to escrow .................................................................................. 3-9

B. Sources of Escrow Funding ......................................................................... 3-10

3.6 ESTABLISHING ESCROW ACCOUNTS FOR NEW LOANS .................. 3-10

A. Field Office Responsibilities........................................................................ 3-10

B. Servicing OfficeResponsibilities ................................................................. 3-12

3.7 ESTABLISHING ESCROW ACCOUNTS FOR EXISTING LOANS ......... 3-14

A. Determining the Escrow Amount ................................................................ 3-14

B. Obtain Funds for the Escrow Account......................................................... 3-14

C. Notify the Borrower..................................................................................... 3-14

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3.8 ESCROW PAYMENTS ................................................................................. 3-15

3.9 ANNUAL ESCROW ANALYSIS ................................................................. 3-15

A. Surpluses...................................................................................................... 3-15

B. Shortages...................................................................................................... 3-15

C. Account History........................................................................................... 3-16

D. Projection ..................................................................................................... 3-16

3.10 DISCLOSURE STATEMENTS FOR PROPERTY TRANSFERS

AND PAYOFFS ............................................................................................. 3-16

A. Loan Assumptions ....................................................................................... 3-16

B. Loans Paid in Full........................................................................................ 3-16

SECTION 3: LOSSES ............................................................................................. 3-17

3.11 OVERVIEW ................................................................................................... 3-17

A. Reporting the Loss....................................................................................... 3-17

B. Losses on Properties with Accelerated Loans ............................................. 3-17

C. Agency Subrogation of Its Rights................................................................ 3-17

3.12 FILING THE INSURANCE CLAIM............................................................. 3-18

3.13 ADMINISTERING INSURANCE PROCEEDS ........................................... 3-18

A. Loans Secured by a First Lien ..................................................................... 3-18

B. Loans Secured by Other Than a First Lien .................................................. 3-21

C. If the Agency is Not Listed as a Mortgagee ................................................ 3-21

D. When the Agency has No Claim on Insurance Proceeds............................. 3-22

3.14 INSPECTING REPAIRS AND AUTHORIZING PAYMENTS................... 3-22

A. Progress Inspections and Payments............................................................. 3-22

B. Final Payment .............................................................................................. 3-22

3.15 POST REPAIR ACTIVITIES......................................................................... 3-23

A. If Insurance Funds Remain .......................................................................... 3-23

B. Reinstatement After Loss............................................................................. 3-23

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(05-27-98) SPECIAL PN

Revised (01-13-17) PN 493
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3.16 PRESIDENTIAL DECLARED DISASTERS ................................................ 3-23 

A. Repairs That Will Be Completed Within 30 Days....................................... 3-23 

B. Repairs That Require More than 30 Days to Complete ............................... 3-24 

3.17 LOSSES NOT COVERED BY INSURANCE............................................... 3-24 

ATTACHMENT 3-A INSURANCE POLICY REQUIREMENTS

ATTACHMENT 3-B TAX SERVICE FEE SCHEDULE

CHAPTER 4: PAYMENT SUBSIDIES AND INCOME DETERMINATIONS .............. 4-1 

4.1 INTRODUCTION ............................................................................................ 4-1 

SECTION 1: PAYMENT SUBSIDIES .................................................................... 4-1 

4.2 AN OVERVIEW OF PAYMENT SUBSIDIES ............................................... 4-1 

A. Three Types of Subsidy ................................................................................. 4-1 

B. Borrower Eligibility ....................................................................................... 4-2 

C. Loan Requirements ........................................................................................ 4-3 

D. Borrower Reporting Requirements ................................................................ 4-3 

E. Recapture Requirement .................................................................................. 4-4 

4.3 CALCULATING PAYMENT ASSISTANCE ................................................. 4-4 

 A. Payment Assistance Method 1..................................................................................4-4 

1. Calculating the Payment at the Equivalent Interest Rate ................................ 4-7 

2. Calculating the Floor Payment....................................................................... 4-7 

 B. Payment assistance Method 2...............................................................4-8 

4.4 CALCULATING INTEREST CREDIT ......................................................... 4-10 

4.5 PROVIDING PAYMENT ASSISTANCE METHOD 2 TO BORROWERS 

NOT CURRENTLY RECEIVING A PAYMENT SUBSIDY ...................... 4-10 

A. Eligibility ..................................................................................................... 4-10 

B. Processing Requests for Payment Assistance .............................................. 4-12 

C. Effective Date of Payment Assistance ......................................................... 4-12 

4.6 ANNUAL AND INTERIM REVIEWS OF PAYMENT SUBSIDIES .......... 4-12 

A. Annual Reviews ........................................................................................... 4-12 

B. Interim Reviews ........................................................................................... 4-13 

C. In-Depth Reviews ........................................................................................ 4-14 

D. Trust Loan Borrowers .................................................................................. 4-14
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SECTION 2: EVALUATING BORROWER INCOME ...................................... 4-15 

4.7 OVERVIEW ................................................................................................... 4-15 

A. Key Concepts for Income Determinations ................................................... 4-15 

B. Using MortgageServ and the Income Worksheet to Compute Income ....... 4-22 

4.8 SOURCES & VERIFICATION OF INCOME............................................... 4-22 

4.9 CALCULATING ANNUAL AND ADJUSTED INCOME ........................... 4-40 

A. Calculating Deductions from Annual Income ............................................. 4-40 

B. Dependent Deduction ................................................................................... 4-41 

C. Child Care Expenses .................................................................................... 4-41 

D. Elderly Household Deduction ...................................................................... 4-43 

E. Deduction for Disability Assistance Expense .............................................. 4-44 

F. Deduction for Medical Expenses (for Elderly Households Only) ............... 4-46 

4.10 Calculating Repayment Income....................................................................4-48 

4.11 Calculating Income From Assets..................................................................4-48 

CHAPTER 5: SPECIAL SERVICING ................................................................................. 5-1 

5.1 OVERVIEW OF SPECIAL SERVICING........................................................ 5-1 

A. Time Frame for Servicing Action .................................................................. 5-1 

B. Identifying Special Servicing Accounts ......................................................... 5-4 

C. Developing a Servicing Strategy ................................................................... 5-4 

D. Borrowers Who Have Filed for Bankruptcy .................................................. 5-5 

E. Developing a Problem Case Report ............................................................... 5-6 

5.2 DELINQUENCY WORKOUT AGREEMENTS ............................................. 5-7 

A. Eligibility ....................................................................................................... 5-7 

B. Related Servicing Actions .............................................................................. 5-8 

C. Processing Delinquency Workout Agreements ............................................. 5-8 

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(05-27-98) SPECIAL PN

Revised (09-03-08) PN 423
HB-2-3550

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5.3 USING PAYMENT ASSISTANCE AS A SPECIAL

SERVICING ACTION ..................................................................................... 5-9 

A. Refinancing Loans to Permit Payment Assistance ...................................... 5-10 

B. Servicing Actions While the Request for Payment Subsidies Is Processed 5-10 

5.4 PROTECTIVE ADVANCES ......................................................................... 5-10 

A. Advances for Property Repairs ..................................................................... 5-11 

B. Advances for Other Purposes ........................................................................ 5-11 

5.5 MORATORIUMS........................................................................................... 5-12 

A. Eligibility ..................................................................................................... 5-12 

B. Initiating the Request for a Moratorium ...................................................... 5-13 

C. Evaluating and Acting on the Request ......................................................... 5-13 

D. Monitoring Borrower Accounts During the Moratorium ............................ 5-14 

E. Cancellation of a Moratorium ...................................................................... 5-14 

F. Resumption of Payments ............................................................................. 5-15 

5.6 THE LIQUIDATION RECOMMENDATION .............................................. 5-16 

CHAPTER 6: LIQUIDATION AND ACQUISITION ......................................................... 6-1 

6.1 OVERVIEW OF LIQUIDATION OPTIONS .................................................. 6-1 

A. Voluntary Liquidation .................................................................................... 6-1 

B. Foreclosure ..................................................................................................... 6-4 

C. Release of a Valueless Lien ........................................................................... 6-5 

6.2 NET RECOVERY VALUE .............................................................................. 6-5 

A. Establishing Market Value ............................................................................. 6-5 

B. Environmental Considerations ....................................................................... 6-5 

C. Ordering An Appraisal ................................................................................... 6-6 

D. Holding Period ............................................................................................... 6-7 

E. Deductions from Market Value ..................................................................... 6-7 

F. Additions to Market Value ............................................................................. 6-8 

6.3 BASIC SECURITY LOSS ............................................................................... 6-9 

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6.4 DEED IN LIEU OF FORECLOSURE ............................................................. 6-9 

6.5 FORECLOSURE ............................................................................................ 6-10 

A. Making the Acceleration Decision ............................................................... 6-10 

B. Acceleration ................................................................................................. 6-11 

C. Review of the Acceleration Decision .......................................................... 6-13 

D. Initiating Legal Proceedings ........................................................................ 6-13 

E. The Foreclosure Sale.................................................................................... 6-14 

ATTACHMENT 6-A NET RECOVERY VALUE WORKSHEET

CHAPTER 7: SPECIAL COLLECTIONS ........................................................................... 7-1 

7.1 INTRODUCTION ............................................................................................ 7-1 

SECTION 1: UNAUTHORIZED ASSISTANCE ...................................................... 7-1 

7.2 OVERVIEW OF UNAUTHORIZED ASSISTANCE ..................................... 7-1 

A. Three Types of Unauthorized Assistance ...................................................... 7-2 

B. Consequences for borrowers .......................................................................... 7-3 

7.3 IDENTIFYING AND INVESTIGATING CASES .......................................... 7-5 

7.4 NOTIFICATION AND APPEALS AND ADMINISTRATIVE COST .......... 7-6 

A. Notify Borrower ............................................................................................. 7-6 

B. Borrower Consultation ................................................................................... 7-6 

C. Notice of Determination ................................................................................ 7-6 

D. Administrative Cost ....................................................................................... 7-6 

7.5 DETERMINING THE AMOUNT DUE .......................................................... 7-6 

A. Determine Correct Interest Rate .................................................................... 7-6 

B. Determine Correct Subsidy Amount .............................................................. 7-7 

C. Reverse and Reapply Procedures ................................................................... 7-7 

7.6 SERVICING ACTIONS ................................................................................... 7-8 

A. Assistance to Borrowers ................................................................................ 7-8 

B. Processing Changes to the Account ............................................................... 7-9 

C. Reactivating Satisfied Accounts .................................................................... 7-9 

SECTION 2: OFFSETS ........................................................................................... 7-11 

7.7 OVERVIEW OF OFFSETS ........................................................................... 7-11 

7.8 ANNUAL REVIEW OF DELINQUENT ACCOUNTS ................................ 7-11 ____________________________________________________________________________________________

(04-01-08) SPECIAL PN

Revised (05-17-17) PN 498
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7.9 SALARY AND ADMINISTRATIVE OFFSETS .......................................... 7-12 

A. Amount of Offsets........................................................................................ 7-12 

B. Notifying the Borrower ................................................................................ 7-13 

C. Borrower Response and Appeals ................................................................. 7-13 

D. Processing Offsets ........................................................................................ 7-15 

7.10 IRS OFFSET ................................................................................................... 7-16 

A. Amount of the Offset ................................................................................... 7-16 

B. Processing .................................................................................................... 7-17 

7.11 REFUNDS ...................................................................................................... 7-17 

SECTION 3: DEBT SETTLEMENT ..................................................................... 7-19 

7.12 COMPROMISE AND ADJUSTMENT OF DEBT ........................................ 7-19 

A. Compromise ................................................................................................. 7-20 

B. Adjustment ................................................................................................... 7-20 

7.13 RECALL TREASURY DEBT ....................................................................... 7-21 

7.14 CHARGE-OFF OF DEBT .............................................................................. 7-21 

7.15 CANCELLATION OF DEBT 7-22

A. Application from Debtor .............................................................................. 7-22 

B. No Application from Debtor ........................................................................ 7-23 

7.16 NEGOTIATING A SETTLEMENT ............................................................... 7-24 

A. Assessing the Debtor’s Financial Condition ................................................ 7-24 

B. Special Case Debtors ................................................................................... 7-25 

7.17 PROCESSING DEBT SETTLEMENTS ........................................................ 7-26 

A. Escrow and Unapplied Funds ...................................................................... 7-26 

B. Approved Settlements .................................................................................. 7-26 

C. Rejected Settlements .................................................................................... 7-27 

D. Notify the IRS and Credit Agencies ............................................................ 7-27 

7.18 DISPOSITION OF PROMISSORY NOTES AND

RELEASE OF SECURITY INSTRUMENTS ............................................... 7-27 

GLOSSARY

LIST OF ACRONYMS

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APPENDICES

Appendix 1 7 CFR Part 3550, Direct Single Family Loans and Grants 

Appendix 2 Forms and Certifications

Appendix 3 Handbook (HB) Letters

Appendix 4 7 CFR Part 11, National Appeals Division Rules of Procedures 

Appendix 5 Appraisal Guidelines 

Appendix 6 NP Interest Rates

Appendix 7 State Supplements

(05-27-98) SPECIAL PN

Revised (04-01-08) SPECIAL PN