Error Resolution & Information Requests
ERROR RESOLUTION OR REQUESTS FOR INFORMATION
In Case of Errors or Requests for Information About Your Mortgage Loan, a written notice will need to be sent to:
P. O. BOX 981014
El Paso, TX 79998-1014
1. Tell us your name, contact information, and Mortgage Loan Account Number.
2. Describe the error and explain in detail why you believe it is an error, or
3. If you are requesting information, explain in detail what information you are requesting
If you tell us verbally, we may require you to send us your error resolution or request for information in writing to the address mentioned above. We will provide you with a written response acknowledging the receipt of your written notice of error or information request within five business days
For assertions of error, we will determine whether an error occurred within 30 business days after we receive your written notice and will correct the error promptly. If we need more time, however, we will notify you prior to the end of the 30 day period that we may take an additional 15 business days to investigate your error resolution. We will send you a written explanation after completing our investigation; even if it is determined no error occurred. You may ask for copies of the documents that we used in our investigation.
For information requests, we will conduct a reasonable search for the information you are requesting within 30 business days after we receive your written request. If we need more time, however, we will notify you prior to the end of the 30 day period that we may take an additional 15 business days to complete the research. We will send you a written explanation if the information requested is not available.