Mortgage Error Resolution and Information Requests

Under Federal law, you have the right to notify us of errors in the servicing of your mortgage loan or to request information related to your loan.

To submit a Notice of Error or an Information Request, you must send a written letter to our designated address:

Attn: Loan Servicing
Bank-Fund Staff Federal Credit Union
1725 I Street, NW, Suite 400
Washington, DC 20006-2406

This is the exclusive address for submitting Notices of Error and Information Requests. It is also listed on our website and periodic statements.

A note on a payment coupon or other payment form we have supplied you will not be processed as a notice of error.

A request for a payoff balance is not considered a request for information. To request a loan payoff balance, please contact the Loan Servicing department at 1-202-212-6400 or [email protected].

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What to Include in Your Written Request

Please ensure your letter contains the following:

• Your Account Information:
• Full name
• Mortgage account number
• Property address
• Description of Your Request:
• For a Notice of Error: A description of the error and why you believe it occurred
• For an Information Request: A clear statement of the specific information you are seeking
• Your Contact Information:
• Phone number or email address so we can follow up with you

Covered Errors

You may submit a Notice of Error for issues including, but not limited to:

• Payment application errors
• Incorrect payoff statements
• Escrow account mismanagement
• Improper fees or charges
• Failure to provide accurate information
• Foreclosure process violations
• Loan modification processing errors

For a full list of the errors covered, please contact our Loan Servicing department at 1-202-212-6400 or [email protected].

 

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What Happens After You Submit

Acknowledgment

• We will acknowledge receipt of your written request within five (5) business days.

Investigation & Response

• We will respond to your Information Request or Notice of Error within 30 business days.
• If additional time is needed, we may take up to 45 business days, and we will notify you of the extension within the initial 30-day period.

Resolution

• If an error is confirmed, we will correct it promptly.
• If no error is found, we will provide a written explanation. You may request copies of the documents we used in our investigation.

Early Correction

• If we are able to correct the error within five business days of receiving your Notice of Error, we may notify you of the correction without conducting a full investigation.
  
  

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Business Days

Our business days are Monday through Friday, excluding federal holidays.

If you have questions about this process, contact our Loan Servicing department at 1-202-212-6400 or [email protected].