Requests for information
How do we acknowledge and answer a borrower's request for information within the Regulation X time limits, with the response written to servicing?
Recognize the request, classify what it asks for, and answer from the servicing record. Callvu captures a written request for information from any channel, classifies it (the owner or assignee of the loan, which has a 10-business-day limit, versus other information with a 30-business-day limit), sends the acknowledgment within five business days, assembles the requested information from the servicing system or determines that it is not available with the reasons the rule allows, delivers the response within the period, and records everything on the loan.
In scopeComplex: multi-party handoffsCallvu moves: classify, write back
Last updated November 7, 2026.
The problem today
The borrower asked who owns their loan, and the answer took six weeks.
A borrower writes to ask who owns the loan, or for a payment history, or for the escrow records. The request is treated as general correspondence. Regulation X gives the servicer five business days to acknowledge and, for the identity of the owner or assignee, 10 business days to respond; for other information, 30 business days. A late or incomplete response is a violation and often the start of a complaint.
Most requests can be answered from the servicing system. The process needs to recognize the request, know its deadline, and produce the answer with the required content, including the statement when information is not available and why.
The deadline depends on the classification, and the classification is the first step.
How it runs
From the requestto the system of record.
A borrower's written request for information arrives in any channel. Callvu classifies it, records the receipt date and opens the case with the deadline.
- Borrower
- Makes the request and receives the acknowledgment and the response.
- Servicing analyst
- Reviews responses the classification flags and determines availability questions in the Decision Desk.
- Callvu
- Recognizes, classifies, acknowledges, assembles, delivers and records.
Recognize and classify
The request is classified: the identity of the owner or assignee (10 business days), or other information relating to the servicing of the loan (30 business days), with the exclusions the rule allows (duplicative, confidential or privileged, irrelevant, overbroad, or untimely requests, each requiring a written notice to the borrower). The receipt date is recorded and the deadlines set.
Acknowledge and assemble
The acknowledgment is delivered within five business days by the consented method; the requested information (the owner's name and contact, the payment history, the escrow records, the loan documents) is assembled from the servicing system and the document system, or the unavailability is determined with the reason.
Decide where needed
A request the classification flags (an exclusion, a privileged document, an overbroad request) goes to the servicing analyst in the Decision Desk with only the rule's outcomes: provide, provide in part with the notice, or decline under an exclusion with the notice. An extension (15 business days with notice) is a Decision Desk step where the rule allows it.
Respond and write back
The response with the information or the required notice is delivered within the period, and the request, the classification, the acknowledgment, the response and the dates are written to the loan in the servicing system.
Where it ends: Every request for information was recognized, acknowledged within five business days and answered within its period with the required content, from the servicing record, with everything on the loan. The Decision Trace shows the classification and the deadline; the Audit Trace shows receipt, acknowledgment and response.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Any channel; the borrower meets the process in the acknowledgment and the response.
The back office
The analyst decides only exclusions and flagged responses; the rest is answered from the record.
The Decision Desk
- An exclusion, a privileged document, an overbroad request or an extension goes to the servicing analyst in the Decision Desk with only the rule's outcomes and the required notices.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
Questions
What buyers ask next,answered plainly.
What are the deadlines?
Acknowledgment within five business days; 10 business days for the identity of the owner or assignee; 30 business days for other information, extendable by 15 with notice.
Can the servicer decline a request?
Only under the rule's exclusions, with a written notice to the borrower within five business days of the determination, decided in the Decision Desk.
Where does the answer come from?
From the servicing system and the document system, assembled by the process.
Related processes
Bring this process, or the one that costs you most.
We build it against your policies and your systems, train your team and stay with you through launch. You are live in weeks.