How does the California Homeowner Bill of Rights Help You?

Posted on June 4, 2013 by CustomerBullHorn

Did you hear the recent news about a homeowner in West Sacramento effectively using the new California Homeowner Bill of Rights to stop foreclosure on his home? You can read about it in the Sacramento Bee: “West Sacramento homeowner uses new state law to stop foreclosure (5/23/2013)” The Fair Housing Law Project at the Law Foundation of Silicon Valley prepared a summary of the California Homeowner Bill of Rights which homeowners can use when working with their bank or servicer to apply for a loan modification.

“How does the California Homeowner Bill of Rights Help You?” by Fair Housing Law Project is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Unported License. Based on a work at https://foreclosurehelpscc.wordpress.com/2013/06/04/how-does-the-california-homeowner-bill-of-rights-help-you/. Permissions beyond the scope of this license may be available at www.foreclosurehelpscc.org.(Reproducing the text below for commercial purposes is NOT allowed.)

CALIFORNIA HOMEOWNER BILL OF RIGHTS

California’s Homeowner Bill of Rights (HBOR) adds new protections to help prevent avoidable foreclosures. HBOR requires loan servicers and lenders to provide additional notices so that borrowers will know their rights and how to contact their loan servicer to obtain a loan modification or other types of foreclosure relief.

HBOR prevents “Dual Tracking” where loan servicers put homeowners on the foreclosure track, even when a loan modification application is being evaluated. HBOR requires that servicers provide for a single consistent point of contact to help the homeowner through the loan modification and or foreclosure process. HBOR also requires lenders to provide proper documentation before they can foreclose, and it gives borrowers tools to enforce their rights.

Before filing a notice of default (NOD), and at least 30 days prior to recording a NOD, the mortgage servicer must send a written notice to the borrower stating that if the borrower is a service member, or a dependent of a service member, he or she may be entitled to certain protections. The notice must also let borrowers know, (both military and non-military), that they have the right to request and obtain key loan documents, and their payment history.

If the lender has already filed a notice of default (NOD), the mortgage servicer must send a letter to the borrower within 5 business days of recording the NOD, notifying the borrower that he or she may be evaluated for a foreclosure prevention alternative; whether an application is required to be considered; and the process by which a borrower may obtain an application.

Key Requirements and Protections under HBOR

HBOR requires servicers to acknowledge receipt of your loan modification application and prohibits them from proceeding with the foreclosure process while evaluating your eligibility.

If you submit a loan modification application, the servicer must give you written acknowledgement of receipt of your documentation within 5 business days of receipt. The notice must also provides information about the application process, advises you of any missing documents needed to make the application complete and gives you a deadline for submitting those documents.

You must be informed one way or the other of your lender’s decision. Borrowers who submit a completed loan application must get a “yes” or “no” decision from their servicer before the servicer can begin or continue with the foreclosure process. A denial must include a detailed explanation for their decision.

HBOR stops the foreclosure while you wait for a decision. Once you’ve submitted a completed loan modification application, your servicer cannot file or proceed with a filed foreclosure until your lender has given you a decision on your modification.

HBOR stops foreclosure if you qualify for, accept and keep current on a loan modification. If your lender says you qualify and you accept an offer, the lender cannot proceed with foreclosure, as long as you keep paying on time and as agreed in the modification.

You have 14 days to accept an offered first lien loan modification. If you do not accept the modification, your servicer can proceed with the foreclosure process 14 days after the first lien loan modification is offered.

Loan servicers cannot charge you a fee to apply for a loan modification or other relief.

Late fees cannot be assessed for periods during which a completed loan modification application is under consideration, during an appeal, or while timely loan modification payments are being made.

If you are granted a modification or other relief and the loan is sold or transferred, the subsequent servicer must honor the agreement.

HBOR does not require a servicer to offer you a loan modification if it does not participate in any such program, or if you do not meet the applicable eligibility requirements.

The duty to offer an opportunity to apply for foreclosure prevention alternatives, if available through the lender, is limited to first lien loans.

The Fair Housing Law Project is a member of ForeclosureHelpSCC, a community program that assists homeowners and tenants facing foreclosure. If you are facing foreclosure, there are certified professionals who can help you understand your options to avoid foreclosure, including through a loan modification. Call the hotline: 408-293-6000, visit the website: www.foreclosurehelpscc.org, or send an email: help@foreclosurehelpscc.org

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Foreclosure Help is a coalition program funded by the city of San Jose through a HUD Community Development Block Grant and the city of Sunnyvale, and we can directly assist homeowners and tenants in San Jose and Sunnyvale who are facing foreclosure. However, we are unable to assist homeowners/former homeowners in other cities and states. If you need housing counseling, we suggest using the interactive map on HUD’s website.

ForeclosureHelp partners include the Housing Trust Silicon Valley (lead agency), the Fair Housing Law Project at the Law Foundation of Silicon Valley, SurePath Financial Solutions, Project Sentinel, Asian Inc, Neighborhood Housing Services of Silicon Valley, and the Santa Clara County Association of Realtors.

If you are a homeowner living in San Jose or Sunnyvale and are struggling with your mortgage, please contact ForeclosureHelpSCC, a program funded by the City of San Jose through a HUD Community Development Block Grant and the City of Sunnyvale at (408)-293-6000 or visit us: www.foreclosurehelpscc.org Our housing counselors can help you evaluate your options, learn more about federal and state programs that may help you with your mortgage issues, and will help you create a plan forward.

Please note: All content included in the ForeclosureHelpSCC blog is provided for information only and should NOT be considered legal or tax advice. If you have any questions, please feel free to contact us on our hotline: (408)-293-6000, or visit our website: www.foreclosurehelpscc.org or send us an email: help@foreclosurehelpscc.org.

Nuestros consejeros puede ayudarle a evaluar sus opciones, aprender más acerca de los programas federales y estatales que pueden ayudarle con sus problemas de hipoteca, y le ayudará a crear un plan para seguir. Por favor, tenga en cuenta: Todos los contenidos incluidos en el blog ForeclosureHelpSCC se proporciona únicamente a título informativo y no debe ser considerada como consejo legal o fiscal. Si usted tiene alguna pregunta, por favor no dude en contactarnos a nuestra línea directa: (408) -293-6000, o visite nuestro sitio:www.foreclosurehelpscc.org o envíenos un correo electrónico: help@foreclosurehelpscc.org.

Nhân viên tư vấn của chúng tôi đã được HUD chấp thuận có thể giúp bạn đánh giá các lựa chọn của bạn, tìm hiểu thêm về các chương trình của liên bang và tiểu bang có thể giúp bạn với các vấn đề thế chấp của bạn, và sẽ giúp bạn tạo ra một kế hoạch phía trước.Xin lưu ý: Tất cả các nội dung trên Blog ForeclosureHelpSCC được cung cấp thông tin duy nhất và không nên coi là hợp pháp hoặc tư vấn thuế. Nếu bạn có bất cứ câu hỏi , xin vui lòng liên hệ với chúng tôi qua đường dây nóng: (408) -293-6000, hoặc truy cập vào trang của chúng tôi: http://www.foreclosurehelpscc.org hoặc gửi email cho chúng tôi:help@foreclosurehelpscc.org. FAIR HOUSING AND ANTI-DISCRIMINATION POLICY It is the policy of ForeclosureHelp not to discriminate against any person because of that person’s race, color, religious creed, sex (gender), sexual orientation, marital status, national origin, ancestry, familial status (households with children under the age of 18), source of income, disability, medical condition or age. Color or “ethnic group identification” means the possession of the racial, cultural or linguistic characteristics common to a racial, cultural or ethnic group, or the country or ethnic group from which a person or his or her forebears originated. As required by law, we agree to take the affirmative steps needed to further fair housing. ForeclosureHelp will consider any and all requests for reasonable accommodation in the application of its rules, policies, practices, and services, and in the use of its physical structures, in accordance with the requirements of state and federal laws. You can ask ForeclosureHelp to consider any reasonable accommodation you may have. Please consult with the Program Manager (408-293-6000 or via email: help@foreclosurehelpscc.org) to request this accommodation.

Homeowners Say Customer Service is Still a Problem when They Contact Their Bank or Servicer (foreclosurehelpscc.wordpress.com)
HAMP Program Is Extended Until 2015: What does this mean for homeowners in San Jose and Sunnyvale California? (foreclosurehelpscc.wordpress.com)

Homeowners Say Customer Service is Still a Problem when They Contact Their Bank or Servicer

Posted on May 27, 2013 by CustomerBullHorn

Lost documents, robo-signing, getting different messages from different bank departments, broken verbal promises for modifications, loan servicing being transferred, and unexplained modification denials- are these all things of the past with settlements like the Independent Foreclosure Review, Attorney General Settlement, and here in California, the new Homeowner Bill of Rights?

Not exactly.

At the national level, the Consumer Financial Protection Bureau recently made its complaint database public and complaints about mortgage loan servicing issues represent 55% of the 90,000 complaints. The Bureau is making the data public and asking for people’s ideas on how to use the data. As an example, the Bureau created a sort-able spreadsheet that allows users to sort by the type of complaint, company, etc.

HousingWire recently touched on some of these issues in their April 23^rd article, “Loan mods, inaccessible websites irritate servicing customers the most.” The article describes Craig Martin’s recent presentation where he said that loan modification and inaccessible/difficult to maneuver websites are two top complaints of homeowners. Martin is with J.D. Power and Associates, which publishes an annual rating on mortgage loan servicers.

In J.D. Power and Associates’ most recent survey of 5,623 homeowners , BB&T, Regions Mortgage, SunTrust Mortgage, Chase, and PNC Mortgage were ranked the highest quality. In comparison, the five lowest rated banks/servicers were Aurora Loan Services, OneWest Bank (formerly Indymac), Homeward Residential, Nationstar Mortgage, and Ocwen Loan Servicing. You can see the full chart of all the banks on page 4: J.D. Power and Associates Reports: Amid Record-Low Interest Rates and Improved Loan Modification Programs, Customer Satisfaction Increases

If you live in San Jose or Sunnyvale and you’re struggling with your mortgage, you may want to sit down and meet with a housing counselor from ForeclosureHelp. At your appointment, they’ll review your mortgage, your income/monthly budget, and then help you understand your eligibility for programs like HAMP, HARP, in-house modifications, and Keep Your Home California– a program that over 600 Santa Clara County residents have already accessed and used.

The services at ForeclosureHelp are paid for through a federal Community Development Block Grant from the City of San Jose and from a grant from the City of Sunnyvale- so there is no charge to the homeowner.

Other resources to review:

Consumer Financial Protection Bureau warns mortgage servicers about legal protections for consumers when transferring loans

The CFPB takes action against mortgage insurers to end kickbacks to lenders

Maggie’s Five Rules for Working with Your Bank or Servicer

California Monitor (for Attorney General Settlement with 5 largest banks) Website

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Our housing counselors can help you evaluate your options, learn more about federal and state programs that may help you with your mortgage issues, and will help you create a plan forward.

Si usted es dueño de una casa en San José o en Sunnyvale y están luchando con su hipoteca, por favor póngase en contacto con ForeclosureHelpSCC, un programa financiado por la ciudad de San José y la ciudad de Sunnyvale, al (408) -293- 6000, o visite nuestro sitio: www.foreclosurehelpscc.org.Nuestros consejeros puede ayudarle a evaluar sus opciones, aprender más acerca de los programas federales y estatales que pueden ayudarle con sus problemas de hipoteca, y le ayudará a crear un plan para seguir.

Por favor, tenga en cuenta: Todos los contenidos incluidos en el blog ForeclosureHelpSCC se proporciona únicamente a título informativo y no debe ser considerada como consejo legal o fiscal. Si usted tiene alguna pregunta, por favor no dude en contactarnos a nuestra línea directa: (408) -293-6000, o visite nuestro sitio:www.foreclosurehelpscc.org o envíenos un correo electrónico: help@foreclosurehelpscc.org.

FAIR HOUSING AND ANTI-DISCRIMINATION POLICY

It is the policy of ForeclosureHelp not to discriminate against any person because of that person’s race, color, religious creed, sex (gender), sexual orientation, marital status, national origin, ancestry, familial status (households with children under the age of 18), source of income, disability, medical condition or age. Color or “ethnic group identification” means the possession of the racial, cultural or linguistic characteristics common to a racial, cultural or ethnic group, or the country or ethnic group from which a person or his or her forebears originated. As required by law, we agree to take the affirmative steps needed to further fair housing.

ForeclosureHelp will consider any and all requests for reasonable accommodation in the application of its rules, policies, practices, and services, and in the use of its physical structures, in accordance with the requirements of state and federal laws. You can ask ForeclosureHelp to consider any reasonable accommodation you may have. Please consult with the Program Manager (408-293-6000 or via email: help@foreclosurehelpscc.org) to request this accommodation.

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Do Student Loans Contribute to Foreclosure Crisis? What We’ve Seen from Homeowners in San Jose and Sunnyvale, CA (foreclosurehelpscc.wordpress.com)
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Luật Dân Quyền cho Chủ Nhà ở trong Tiểu Bang California (California Homeowner Bill of Rights)

Posted on January 17, 2013 by CustomerBullHorn

Luật Dân Quyền cho Chủ Nhà ở trong Tiểu Bang California

(California Homeowner Bill of Rights)

Luật Dân Quyền cho Chủ Nhà ở trong tiểu bang California này trở thành luật vào ngày ngày 1 Tháng 1 năm 2013 để đảm bảo cho vay công bằng và thực hành vay cho các chủ nhà ở trong tiểu bang California.

Luật pháp được thiết kế để đảm bảo sự công bằng cơ bản và minh bạch cho chủ nhà trong quá trình tịch thu nhà. Các điều khoản chủ yếu bao gồm:

1. Hạn chế về nhà bị tịch thu theo dõi kép: dich vụ thế chấp được hạn chế thúc đẩy quá trình tịch thu nhà Nếu chủ nhà đang làm việc về bảo đảm sửa đổi khoản vay. Khi chủ nhà hoàn tất đơn xin cho một sửa đổi khoản vay, quá trình tịch thu nhà chủ yếu là tạm dừng lại cho đến khi các ứng dụng hoàn chỉnh đã được xem xét đầy đủ.

2. Đảm bảo người liên lạc duy nhất: Chủ nhà được đảm bảo một điểm của liên lạc duy nhất khi họ hiểu biết về quá trình và cố gắng để giữ ngôi nhà của mình – một người hoặc một nhóm nghiên cứu tại ngân hàng phải là những người hiểu biết về các sự kiện và trường hợp của họ, có giấy tờ của họ và có thể nhận được một quyết định về ứng dụng của họ cho một khoản vay sửa đổi.

3. Xác nhận các văn bản: Công ty cho vay tiền khi có nhiều tài liệu chưa được xác minh trong hồ sơ tập tin sẽ phải chịu một hình phạt dân sự lên đến $ 7,500 cho mỗi khoản vay cho mỗi một hành động được đưa ra bởi một công tố viên dân sự. Công ty cho vay tiền là những người vi phạm cũng bị cưỡng chế bằng biện pháp cơ quan cấp giấy phép, bao gồm Bộ Tổng công ty, Sở Bất động sản và Vụ trưởng Vụ các tổ chức tài chính.

4. Thực thi: Khách hàng vay sẽ có quyền để tìm kiếm sự bồi thường của “vật chất” hành vi vi phạm bảo vệ quá trình tịch thu nhà mới này. Bắt buộc cứu trợ sẽ có sẵn trước khi bán nhà bị tịch thu và phục hồi thiệt hại sẽ có sẵn sau khi một vụ mua bán. (AB 278, SB 900)

5. Quyền người thuê nhà: Người mua nhà bị tịch thu được yêu cầu để cung cấp cho người thuê ít nhất 90 ngày trước khi bắt đầu thủ tục trục xuất.Nếu người thuê nhà có một hợp đồng thuê dài hạn cố định vào trước khi chuyển quyền sở hữu tại bán nhà bị tịch thu, chủ sở hữu phải tôn trọng hợp đồng cho thuê, trừ khi chủ sở hữu có thể chứng minh rằng trường hợp ngoại lệ nhằm ngăn chặn các hợp đồng cho thuê gian lận áp dụng. (AB 2610)

6. Công cụ để truy tố gian lận thế chấp: Quy chế Cơ hạn chế để truy tố các tội phạm liên quan đến tài sản thế chấp được kéo dài 1-3 năm, cho phép Văn phòng Bộ Trưởng Tư Pháp để điều tra và truy tố tội phạm gian lận vay thế chấp phức tạp. Ngoài ra, Văn phòng Bộ Trưởng Tư Pháp có thể sử dụng bồi thẩm đoàn toàn tiểu bang lớn để điều tra và truy tố các thủ phạm của tội phạm tài chính liên quan đến nạn nhân nhiều tại các quận. (AB 1950, SB 1474)

7. Công cụ để kiềm chế tàn rụi: Chính quyền địa phương và người nhận có công cụ bổ sung để chống lại tàn rụi gây ra bởi nhiều nhà bỏ trống trong các khu phố của họ, từ có thêm thời gian để cho phép chủ nhà để khắc phục vi phạm luật một phương tiện để buộc các chủ sở hữu của tài sản bị tịch thu để trả cho bảo trì. (AB 2314)

Nếu bạn là một sinh hoạt chủ sở hữu nhà ở San Jose hoặc Sunnyvale và đang đấu tranh với nợ nhà, xin vui lòng liên ForeclosureHelpSCC, một chương trình được tài trợ bởi thành phố San Jose và thành phố của Sunnyvale ở (408) -293-6000 hoặc truy cập trang web của chúng tôi: www.foreclosurehelpscc.org. Nhân viên tư vấn của chúng tôi đã được HUD chấp thuận có thể giúp bạn đánh giá các lựa chọn của bạn, tìm hiểu thêm về các chương trình của liên bang và tiểu bang có thể giúp bạn với các vấn đề thế chấp của bạn, và sẽ giúp bạn tạo ra một kế hoạch phía trước.

Xin lưu ý: Tất cả các nội dung trên Blog ForeclosureHelpSCC được cung cấp thông tin duy nhất và không nên coi là hợp pháp hoặc tư vấn thuế. Nếu bạn có bất cứ câu hỏi , xin vui lòng liên hệ với chúng tôi qua đường dây nóng: (408) -293-6000, hoặc truy cập vào trang của chúng tôi: http://www.foreclosurehelpscc.org hoặc gửi email cho chúng tôi: help@foreclosurehelpscc.org.

New Mortgage Servicing Rules Proposed- What Does it Mean for You? Part 2 of 2

Posted on August 16, 2012 by CustomerBullHorn

By Sean Coffey, Program Manager at ForeclosureHelpSCC

In an earlier post, we explained that the Consumer Financial Protection Bureau announced proposed rules around loan servicing and we examined the first part of this proposal. In today’s post, we’ll examine the second part of the proposed loan servicing rules. The rules are nicknamed the “no runaround” rules, and address loan servicing issues that homeowners sometimes encounter with their mortgage loan servicers.

Under the new rules, banks or servicers will have to:

Credit a consumer’s account on the same date that the servicer received the payment.
Maintain accurate and accessible documents to minimize errors, provide oversight of any contractors and of any foreclosure attorneys working on behalf of the servicer.
If a homeowner notifies a servicer that they believe a mistake has been made, then the servicer would need to provide acknowledgement of the homeowner’s complaint, conduct an investigation, and respond to the homeowner in a timely manner.
Provide direct and ongoing access to servicer employees who have the power to assist homeowners.
Promptly review applications for programs that help avoid foreclosure.
Wait until after a review of an application is complete before moving forward on a foreclosure sale.
Inform homeowners when their packages are incomplete.
Allow homeowners to appeal certain servicer decisions.

Some of these proposed rules are similar to laws that are already on the books, for example the Real Estate Settlement Procedures Act also requires banks and services to respond to homeowner’s request in a timely manner.

We have heard from several homeowners that the servicing of their loan has been transferred and in the process of transferring, the loan payments made to the first servicer aren’t being credited with the new servicer.

If this has happened to you, you may want to consider sending a qualified written request, also known as a “RESPA Request.” RESPA stands for Real Estate Settlement Procedures Act. Under this act, a borrower can send a letter to their lender if there is a dispute about payments or other issues related to the loan, and their servicer is required to acknowledge the request within 20 business days and must try to resolve the issue within 60 business days.

If you do send a qualified written request, it’s important that you include this sentence at the beginning of your letter:

This is a “qualified written request” pursuant to the Real Estate Settlement and Procedures Act (section 2605(e)).

And include this sentence at the end of the letter:

I understand that under Section 6 of RESPA you are required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days.

You should send your letter through registered mail so that you have proof that your bank or servicer received it. You can see an example of a qualified written request on the HUD website: Example Qualified Written Request.

If you would like to learn more about the proposed rules, visit the “Regulation Room” and see how the proposed rules would affect real-life situations. You can also provides comments on any loan servicing issues you’ve had, or on the proposed legislation.
Have you encountered any loan servicing issues with your mortgage? Any suggestions you would give to the Consumer Financial Protection Bureau as they consider implementing these rules?

New Mortgage Servicing Rules Proposed- What Does it Mean for You?

Posted on August 13, 2012 by CustomerBullHorn

By Sean Coffey, Program Manager of ForeclosureHelpSCC

The Consumer Financial Protection Bureau announced on August 10th proposed rules with the goal of improving customer service for homeowners when they interact with their loan servicers. Today we’ll look at the first half of the rules.

Mortgage loan servicers are the people that “service” your mortgage by collecting your monthly mortgage payment. In many cases, the servicer doesn’t actually own the mortgage. Instead, the servicer’s job is to collect your payment, take a small cut for themselves, and then send the rest of your payment to the investors that own your mortgage. (The Federal Deposit Insurance Corporation has a diagram of this arrangement: Securitization Diagram.) However, some banks did keep mortgage loans after they made them, and continue to service the mortgages.

Homeowners have no authority over who services their loan, and the servicing of their loan could be transferred to multiple different companies over the course of the loan. Homeowners can’t “shop around” if they have a servicer that provides poor customer service, and some experts have suggested that this arrangement may lead to servicers providing poor customer service without any consequences.

The new mortgage servicing rules, announced on August 10 by Richard Cordray, the Director of the Consumer Financial Protection Bureau, would address poor customer service that some homeowners have experienced from their servicers.

The new rules would require servicers to:

Mail clear monthly mortgage statements with clear information about the principal, interest, any fees being charged, escrow, and the amount and due date of the next payment.
Warn customers earlier if an interest rate on an adjustable rate mortgage is going to adjust.
Inform customers about the consequences of not having property insurance, and alternatives to “force-placed” insurance (this is insurance that a servicer buys for the consumer if they haven’t bought it themselves, in many cases, it costs more than regular property insurance).
Reach out to homeowners and inform them of options to avoid foreclosure.

In our next post, we’ll look at the second half of the CFPB’s proposal.

Do you have any rules that you think loan servicers should have to follow when collecting your mortgage payments?

The Customer Bullhorn

Amplifying your customer service experience

Tag Archives: loan servicing

How does the California Homeowner Bill of Rights Help You?

Homeowners Say Customer Service is Still a Problem when They Contact Their Bank or Servicer

Luật Dân Quyền cho Chủ Nhà ở trong Tiểu Bang California (California Homeowner Bill of Rights)

(California Homeowner Bill of Rights)

New Mortgage Servicing Rules Proposed- What Does it Mean for You? Part 2 of 2

New Mortgage Servicing Rules Proposed- What Does it Mean for You?

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(California Homeowner Bill of Rights)