Application withdrawal

How do we capture a borrower's withdrawal from any channel with the reason and the date, and close the file with the correct HMDA action?

Record the withdrawal where it happens and close the file from the record. When a borrower withdraws by phone, email, chat, in person or by not responding to a counteroffer, Callvu captures the withdrawal with the date, the channel and the reason, confirms it with the borrower where the policy requires, classifies the HMDA action (withdrawn versus file closed for incompleteness versus approved not accepted), stops the open clocks and vendor orders, and closes the file in the LOS with the action and the date.

In scopeSimpleCallvu moves: classify, write back

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Last updated November 7, 2026.

The problem today

The borrower said they were going elsewhere on a call in March, and the file was closed as 'withdrawn' in June with no date.

Today, without Callvu

A borrower tells the loan officer they found another lender. The loan officer moves on. The file stays open; the appraisal order proceeds; the disclosure desk keeps working the clock. At the HMDA scrub, the file is closed as withdrawn with whatever date the scrub finds.

The HMDA action for a withdrawal is specific: the applicant expressly withdrew before a decision. A file the lender closed because the borrower stopped responding is a different action (closed for incompleteness, with the Reg B notice). A counteroffer not accepted is a third. The date is the date of the withdrawal, not the date someone noticed, and the register's accuracy depends on it.

A withdrawal is also a stop signal for money: the appraisal, the title order, the rate lock.

How it runs

From the requestto the system of record.

A borrower withdraws in any channel, or a counteroffer's acceptance period expires. Callvu captures the event with the date and the channel.

Borrower: Withdraws, gives a reason where they choose to, and confirms where the policy requires.
Loan officer: Records a withdrawal received on a call or in person, through the process, on the day.
Callvu: Captures, confirms, classifies the HMDA action, stops clocks and orders, closes the file.

Capture
The withdrawal is captured with the date it was communicated, the channel, the person who received it, and the borrower's reason where given (a competing offer, a change of plans, a rate), on a structured screen; a borrower withdrawing online or by chat does it on a process-controlled screen.
Chase and verify
Where the lender's policy requires, the withdrawal is confirmed with the borrower by the consented channel, and the confirmation is recorded; a borrower who does not respond to a counteroffer within the period is classified separately.
Classify the action
The HMDA action taken is set: withdrawn (the applicant expressly withdrew before a decision), approved not accepted (a counteroffer or approval not accepted), or closed for incompleteness (handled by that process). The date is the communication date.
Stop and write back
Open clocks are closed on the file, pending vendor orders (appraisal, title, flood) are cancelled where possible with the cancellation recorded, the rate lock is released to secondary marketing, and the file is closed in the LOS with the action, the date, the reason and any refund due.

Where it ends: The withdrawal is on the record with its date, channel and reason, the HMDA action is right, the clocks and orders stopped the day it happened, and the file is closed in the LOS. The Decision Trace shows the classification; the Audit Trace shows the capture, the confirmation and the stops.

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.

Regulations

HMDA (Reg C, 12 CFR 1003.4(a)(8) and the Filing Instructions Guide): The action taken codes distinguish an application withdrawn by the applicant before a credit decision, an application approved but not accepted, and a file closed for incompleteness; the action date is the date the action was taken, and errors on these fields count against the resubmission thresholds.
ECOA (Reg B, 12 CFR 1002.9): An express withdrawal does not require an adverse action notice; a counteroffer not accepted and a file closed for incompleteness have their own notice rules, which the classification routes to.
TRID (Reg Z 12 CFR 1026.19(e)(2)): Fees collected after intent to proceed for services performed are retained under the agreement; fees for services not performed are refunded, which the close-out computes.

Company policies

A withdrawal received in any channel is captured through the process on the day, with the date and the channel.
The HMDA action and date are set by the classification at closure, not at the scrub.
Vendor orders and the lock are stopped on the day, and refunds due are computed.
The LOS is the system of record.

Controls

Structured capture with date, channel and reason.
Borrower confirmation where required.
HMDA action classification.
Clock closure and order cancellation.
Lock release and refund computation.
File closure in the LOS.

Clocks and deadlines

Action date: The date the withdrawal was communicated, recorded at capture.
Counteroffer acceptance period: The lender's stated period; expiry classifies the action as approved not accepted.

Documents and checks

The withdrawal capture with date, channel, receiver and reason
The confirmation where obtained
The HMDA action and date
The cancellation and lock release records
The closure record in the LOS

In the Decision Trace

The classification of the action and why.
The refund computation.

In the Audit Trace

The capture and the confirmation.
Each stop and cancellation.
The closure write.

The handoff

Between the front doorand the back office.

The front door

Any channel; a loan officer records a verbal withdrawal through the process, a borrower online does it on a secure screen.

The back office

The disclosure desk, the appraisal desk and secondary marketing see the stop the day it happens; compliance sees a correct HMDA action without a scrub.

The Decision Desk

A withdrawal whose classification is unclear (a borrower who stopped responding without expressly withdrawing) goes to the processor or compliance in the Decision Desk with the dates and only the allowed actions.

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.

Bank Leumi runs its home lending workflows on Callvu.

MTG-01

Community Bank of Mississippi runs TRID loans on Callvu.

MTG-02

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

What date goes on the HMDA register?

The date the borrower communicated the withdrawal, recorded at capture, not the date the file was tidied.

Is a borrower who stopped responding a withdrawal?

Not for HMDA. That is a file closed for incompleteness, with the Reg B notice, which the classification routes to.

What is stopped?

The open clocks, pending vendor orders where possible, and the rate lock, on the day, with refunds for services not performed computed.

Related processes

Adverse action and decline notice Notice of incompleteness HMDA data review Try it in the sandbox All home lending processes

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