Pennsylvania Code › Title 10 - BANKING AND SECURITIES › Part IV - Bureau of Consumer Credit Agencies › Chapter 59 - MORTGAGE SERVICING › Section 59.8 - Requests for information

Current through Register Vol. 54, No. 28, July 13, 2024
(a)
Information request.
A servicer shall comply with the
				requirements of this section for any written request for information from a
				borrower that includes the name of the borrower, information that enables the
				servicer to identify the borrower's mortgage loan account, and states the
				information the borrower is requesting with respect to the borrower's mortgage
				loan. A request on a payment coupon or other payment form supplied by the
				servicer need not be treated by the servicer as a request for information. A
				request for a payoff balance need not be treated by the servicer as a request
				for information. A qualified written request that requests information relating
				to the servicing of the mortgage loan is a request for information for purposes
				of this section, and a servicer must comply with all requirements applicable to
				a request for information with respect to such qualified written
				request.
(b)
Contact
				information for borrowers to request information.
A servicer may, by
				written notice provided to a borrower, establish an address that a borrower
				must use to request information in accordance with the procedures in this
				section. The notice shall include a statement that the borrower must use the
				established address to request information. If a servicer designates a specific
				address for receiving information requests, a servicer shall designate the same
				address for receiving notices of error pursuant to §
									59.7(c) (relating
				to error resolution procedures). A servicer shall provide a written notice to a
				borrower before any change in the address used for receiving an information
				request. A servicer that designates an address for receipt of information
				requests must post the designated address on any Web site maintained by the
				servicer if the Web site lists any contact address for the servicer.
(c)
Acknowledgment of receipt.
Within five days (excluding legal public holidays, Saturdays, and
				Sundays) of a servicer receiving an information request from a borrower, the
				servicer shall provide to the borrower a written response acknowledging receipt
				of the information request.
(d)
Response to information request.
(1)
Investigation and response
				requirements.
Except as provided in paragraphs (e) and (f) of this
				section, a servicer must respond to an information request by either:
(i) Providing the borrower with the requested
				information and contact information, including a telephone number, for further
				assistance in writing; or
(ii)
				Conducting a reasonable search for the requested information and providing the
				borrower with a written notification that states that the servicer has
				determined that the requested information is not available to the servicer,
				provides the basis for the servicer's determination, and provides contact
				information, including a telephone number, for further assistance.