Freddie Mac Single-Family Seller/Servicer Guide Section 9102.4 — Servicer collection efforts

Freddie Mac Single-Family Seller/Servicer Guide Section 9102.4 — Servicer collection efforts

9102.4: Servicer collection efforts (12/01/25) This section contains requirements related to: ■ All collection efforts ■ Minimum collection efforts ■ Special Servicing, Early Delinquency Counseling and NextJob® re-employment services ■ Investment Property and rental income during Delinquency (a) All collection efforts The Servicer must treat each Delinquency individually by varying the collection techniques to fit the individual circumstances. The Servicer must avoid establishing a fixed routine, which is particularly ineffective when dealing with chronically delinquent Borrowers. All collection efforts must be based on the extent of the Delinquency and the Servicer’s knowledge of the following factors: ■ Borrower’s prior payment history ■ Borrower’s credit history ■ Borrower’s employment situation ■ Borrower’s reason for default ■ Borrower’s willingness and ability to repay ■ Borrower is deceased or the property is included as part of the Borrower’s estate ■ Mortgaged Premises’ condition ■ Mortgaged Premises’ occupancy status If there is a known potential risk of loss or ownership to Freddie Mac, the Borrower must be referred for loss mitigation immediately. Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-15 Servicers should encourage Borrowers to set up Automated Clearing House (ACH) payment arrangements. If a Borrower agreed to have his or her monthly payments automatically withdrawn from a bank account, the Servicer must ensure that the correct monthly payment is withdrawn (especially after an Escrow analysis has taken place) and processed timely. If the ACH payment cannot be processed on the specified date the Borrower has agreed to, the Servicer must begin efforts to contact the Borrower within 48 hours to determine the reason for the missed payment. (b) Minimum collection efforts The Servicer must, at a minimum: ■ Be readily available to the Borrower to offer financial counseling and advice on curing the Delinquency and explaining alternatives to foreclosure ■ Make personal contact with the Borrower as early and often as necessary to promptly cure the Delinquency. (Mortgages in Bankruptcy or litigation may be excluded if necessary under applicable law, rules of professional responsibility or court rules.) Servicers are authorized to use alternative outreach methods to contact the Borrower as permitted by applicable law including, but not limited to, e-mail, text messaging or voice response unit technology. ■ Continue to contact the Borrower if satisfactory arrangements have not been made to cure the Delinquency or until the Servicer determines foreclosure is appropriate ■ Issue the breach letter (may also be referred to as the “notice of acceleration” or “demand letter”) for all Mortgages no later than the 75th day of Delinquency. If State law requires the breach letter (or any other pre-breach letter) to be sent prior to the 75th day of Delinquency in order to be able to refer the Mortgage to foreclosure by the 120th day of Delinquency (i.e., 150 days after the DDLPI), the Servicer must send the breach letter on such earlier date. If the Servicer determines the property is vacant or abandoned pursuant to Section 9202.3(c)(iii), then the Servicer must: ❑ Issue a breach letter within 10 days of the determination, provided the Mortgage is greater than 30 days delinquent; and ❑ Refer the Mortgage to foreclosure after expiration of the breach letter, unless the Servicer establishes quality right party contact with the Borrower to resolve the Delinquency. Regardless of whether quality right party contact is achieved, the Mortgage must be referred to foreclosure no later than the 120th day of Delinquency unless one of the exceptions to postpone foreclosure referral described in Sections 9301.2(c) and 9301.2(d) applies. Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-16 ■ Contact the lessor for leasehold Mortgages and any lender with a prior lien on the fee simple landowner/lessor’s fee simple interest ■ Continue skip trace efforts until all reasonable sources have been attempted or contact numbers and addresses have been verified Servicers that maintain a call center must meet minimum call center performance standards as set forth in Section 9201.5. The following table lists the minimum collection efforts that must be made in an attempt to bring a delinquent Mortgage current. Note: If the day a Servicer is required to call a Borrower is not a Business Day and the Servicer is not open on such day to conduct loss mitigation and collection activities, the Servicer may call the Borrower on the next Business Day. Minimum collection efforts Days after Due Date Action required 19 Send late notices/reminder letters to delinquent Borrowers no later than the 20th day of the month (19th day of Delinquency). Note: Servicers must not send a late notice/reminder letter to a Borrower during an active forbearance plan term. This applies without regard to whether the Borrower’s monthly payment is reduced or suspended during the forbearance plan term. Additionally, this applies to forbearance plans for Borrowers with any eligible hardship type. 36 Initiate contact with each delinquent Borrower as early in the delinquency cycle as possible to secure a payment or payment arrangement but no later than the 36th day after the Due Date of an unpaid monthly installment, unless ACH payment arrangements or other arrangements to cure the Delinquency have been established. The Servicer may tailor its contact attempts appropriately based on the risk characteristics of the Mortgage, each Borrower’s level of Delinquency and previous payment habits and the minimum contact requirements set forth in this Section 9102.4. Borrower contact must continue at least every seventh day at varying times throughout the day until the earlier of the 210th day after the Due Date of an unpaid monthly installment or quality right party contact is achieved and: Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-17 Minimum collection efforts Days after Due Date Action required ■ The Servicer determines that the Borrower does not want to pursue an alternative to foreclosure or the Delinquency is cured ■ The Servicer achieves quality right party contact and has obtained from the Borrower a promise to pay the delinquent amount by a specified date (not to exceed 30 days) ■ A complete Borrower Response Package is received in accordance with Section 9102.5(d); or ■ The Borrower enters into a relief or workout option with the Servicer 45 If a Servicer has not achieved quality right party contact and a resolution to the Delinquency, the Servicer must send at least one Borrower Solicitation Package to the delinquent Borrower no later than the 45th day after the Due Date of an unpaid monthly installment. If a Servicer has achieved quality right party contact and has obtained from the Borrower a resolution to the Delinquency, the Servicer is not required to send the Borrower Solicitation Package. However, in such instance, the Servicer must comply with any early intervention notice that may be required under applicable law. If the Borrower fails to perform under the conditions of a relief or workout option, the Servicer must resume collection efforts, including sending the Borrower Solicitation Package. Generally, the Borrower Solicitation Package must include a Borrower Solicitation Letter (see Exhibit 1145, Freddie Mac Borrower Solicitation Letter), Form 710, Mortgage Assistance Application, frequently asked questions (FAQs) and foreclosure rescue scam information. However, a Servicer may choose to send only the Borrower Solicitation Letter and elect to send Form 710, FAQs and foreclosure rescue scam information upon establishing quality right party contact. In addition, the Servicer may provide the FAQs and foreclosure rescue scam information on its website and provide a link to that information in the Borrower Solicitation Letter. See also Section 9102.5(d) for specific information on what must be included in the solicitation to the Borrower. Note: When sending the Borrower Solicitation Package, Servicers are authorized to edit Form 710, if permitted by applicable law, to exclude references to Internal Revenue Service Form 4506-C; or, to the extent required by applicable law, to indicate that such form may be required to Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-18 Minimum collection efforts Days after Due Date Action required complete the application and the circumstances when such form must be obtained or processed in accordance with Section 9102.5(c)(ii). 60-75 Send the Freddie Mac Flex Modification® Solicitation Cover Letter and Freddie Mac Flex Modification Trial Period Plan Solicitation Offer – Not Based on an Evaluation of a BRP as set forth in Section 9102.5 to Borrowers eligible for a streamlined offer for a Freddie Mac Flex Modification in accordance with Section 9206.1(c). Send 60-75 days after the Due Date of an unpaid monthly installment for an eligible Borrower with a Step-Rate Mortgage. Servicers must continue to make efforts to complete an incomplete Borrower Response Package to the extent required by applicable law and regulations. Order the initial property inspection on or after day 90 and obtain a complete property inspection report by day 120 unless: ■ The Servicer has established quality right party contact or ■ A full monthly Mortgage payment has been received within the last 30 days If the property is found to be vacant or the occupancy status is unknown, property inspections must continue as long as the Mortgage remains 90 or more days delinquent, regardless of whether the Servicer achieves quality right party contact. Contact each known superior lienholder, if applicable. 75 Send the breach letter for all Mortgages, including First Lien Mortgages and modified Mortgages no later than the 75th day of Delinquency (i.e., 105 days after the DDLPI). If State law requires the breach letter (or any other pre-breach letter or notice) to be sent prior to the 75th day of Delinquency in order to be able to refer the Mortgage to foreclosure as required in Sections 9301.2(c) and 9301.2(d), the Servicer must send the breach letter on such earlier date. 90-105 Send Freddie Mac Flex Modification® Solicitation Cover Letter and Freddie Mac Flex Modification Trial Period Plan Solicitation Offer – Not Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-19 Minimum collection efforts Days after Due Date Action required Based on an Evaluation of a BRP as set forth in Section 9102.5 to Borrowers eligible for a streamlined offer for a Freddie Mac Flex Modification in accordance with Section 9206.1(c). Send 90-105 days after the Due Date of an unpaid monthly installment for all other eligible Borrowers who did not receive a solicitation between day 60 and 75 of Delinquency (i.e., certain Borrowers with Step-Rate Mortgages). 105 and greater Within 15 days prior to foreclosure referral, the Servicer must review the Mortgage file to ensure that: ■ The Servicer made every attempt to achieve quality right party contact in accordance with Section 9102.3, ■ The breach letter has been issued and expired, ■ At least one Borrower Solicitation Package or Borrower Solicitation Letter has been sent by the 45th day after the Due Date of an unpaid monthly installment and the response period has expired without an affirmative Borrower response, and ■ There is neither an approved payment arrangement nor an alternative to foreclosure offer pending for which the Borrower response period has not expired 120 Refer all Mortgages secured by properties other than Primary Residences and Mortgages secured by Primary Residences when permitted by applicable law, including First Lien Mortgages and modified Mortgages with expired breach letters to foreclosure no later than the 120th day of Delinquency (150 days after the DDLPI) unless one of the exceptions in Sections 9301.2(c) and 9301.2(d) applies. 121 and greater (or earlier if referral to foreclosure occurs prior to day 120) Refer all Mortgages secured by Primary Residences to foreclosure after expiration of the breach letter, but no earlier than 151 days from the DDLPI (121st day of Delinquency). Note: Refer to Sections 9301.2(c) and 9301.2(d) for additional requirements related to foreclosure referral. Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-20 Minimum collection efforts Days after Due Date Action required 211 After the 210th day after the Due Date of an unpaid monthly installment, the Servicer has discretion on the continuation and frequency of contact attempts with a delinquent Borrower. However, the Servicer must discontinue all contact attempts 60 days prior to a foreclosure sale date for a judicial foreclosure or 30 days prior to a foreclosure sale date for a non- judicial foreclosure, unless the Servicer is required to continue contact attempts by applicable law. Servicers may use their own methodology or a tool that uses statistical models to predict worsening Delinquency and use the results of the tool to tailor its collection efforts (“Collection and Loss Mitigation Tool”) to determine when contact attempts should begin. Regardless of the methodology or tool employed, Servicers must comply with the minimum collection time frames in this section even if a Collection and Loss Mitigation Tool is used, including initiating contact attempts no later than 36 days after the Due Date of an unpaid monthly installment. Servicers using a Collection and Loss Mitigation Tool when managing contact attempts must make model specifications and code available to Freddie Mac upon request. Servicers must conduct periodic reviews to ensure the effectiveness of the Collection and Loss Mitigation Tool, including compliance with applicable laws, such as anti-discriminatory laws. Freddie Mac reserves the right to require a Servicer to discontinue the use of a Collection and Loss Mitigation Tool for Freddie Mac Mortgages. (c) Special Servicing, Early Delinquency Counseling and NextJob® re-employment services The requirements for special Servicing, Early Delinquency Counseling and NextJob® re- employment services, as described in this section, apply to Freddie Mac Home Possible® Mortgages (see Chapter 4501). (i) Special Servicing — Welcome Letter Servicers must send the Borrower a letter, shortly after closing and before the first Mortgage payment is due, stressing the importance of making timely payments and advising the Borrower to contact the Servicer if he or she experiences any financial problems. The letter may be incorporated into the welcome letter sent to Borrowers after closing. The letter must include the following: ■ Instructions on how to contact the Servicer if the Borrower is having difficulty making the Mortgage payment on time Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-21 ■ The Servicer’s business hours ■ A toll-free telephone number to reach the Servicer (ii) Early Delinquency Counseling The following provisions apply to Early Delinquency Counseling: ■ Early Delinquency Counseling is counseling provided to a delinquent Borrower by a nonprofit third-party homeownership-counseling agency or an eligible Servicer that involves identifying the reason(s) a Borrower did not make a Mortgage payment on time and working with the Borrower to resolve any financial problems so that future Mortgage payments can be made on a timely basis. The counseling includes a personal and interactive relationship with the Borrower that deals with money management, budgeting and debt management counseling ■ Servicers must offer Early Delinquency Counseling, including household budget management counseling, at no charge to delinquent Borrowers for each Delinquency that occurs during the first year following the Note Date. In addition, if at any time during the life of the Mortgage the Borrower is having difficulty making Mortgage payments, the Servicer should advise the Borrower to speak with the Servicer or contact a counseling agency for further assistance. ■ The Servicer must provide counseling in accordance with at least one of the following options: ❑ A nonprofit third-party homeownership counseling agency ❑ A Servicer. The Servicer may conduct the counseling provided the Servicer has policies and procedures in place to offer the same kind of comprehensive counseling, budgeting and advising capabilities as a counseling agency. ❑ A HUD-approved national counseling agency specified by Freddie Mac. The Servicer may use this option to refer delinquent Borrowers with Home Possible Mortgages to Freddie Mac for counseling services provided by a national counseling agency without charge to the Servicer. To refer a delinquent Borrower for counseling services provided by an agency, the Servicer must complete the “Counseling Agency-Servicer Referral” template in accordance with the instructions provided in the template and send the referral via secure e-mail to Freddie Mac at FM_Counseling_Outreach@FreddieMac.com. The template is accessible at https://sf.freddiemac.com/docs/xls/fact- sheet/counseling_servicer_referral.xls. The template contains instructions for carrying out referrals to the agencies and for identifying Mortgages that are Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-22 ineligible for referral. After Freddie Mac receives the referral, Freddie Mac and the agency will contact the Borrower to offer counseling services to the Borrower. For more information about the network of national counseling agencies, Servicers should visit the My Home by Freddie Mac website at https://myhome.freddiemac.com/resources/housing-help-centers. If a Servicer relies on a counseling agency, it must be fully aware of the status or outcome of all counseling efforts the counseling agency undertakes with a specific Borrower, including: ■ Initial contact with delinquent Borrower. If the Borrower is experiencing a Delinquency, the Servicer must: ❑ Send a letter advising the Borrower of the availability of free counseling ❑ Contact the delinquent Borrower to determine the Borrower’s current financial situation and the reason for the Delinquency ■ Counseling process and actions. The counseling must include the following: ❑ Analyzing the Borrower’s financial situation and developing a plan of action for solving the Delinquency, which in most cases will be a budget worksheet or workout plan giving priority to the Mortgage payment ❑ Developing a budget and debt repayment plan enabling the Borrower to meet his or her financial obligations ❑ Reviewing the budget worksheet or workout plan with the Borrower and the Servicer, if applicable, so a decision can be made on how to proceed ■ In addition to minimum collection efforts set forth in this section, the Servicer must offer Early Delinquency Counseling no later than the 30th day after the Due Date and schedule or conduct the initial counseling session with the Borrower no later than the 45th day after the Due Date ■ If the Servicer or a third-party non-profit homeownership counseling agency chosen by the Servicer provides the counseling, the Servicer must include in the Mortgage file: ❑ A copy of the “Welcome Letter” as described in Section 9102.4(c)(i) ❑ The date(s) that counseling was offered ❑ The Borrower’s response(s) Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-23 ❑ The name of the counseling agency providing the counseling (if not the Servicer) ❑ A brief summary of the results of the counseling ■ If the Servicer utilizes a HUD-approved national counseling agency specified by Freddie Mac to provide the counseling, as outlined above, the Servicer must include in the Mortgage file: ❑ A copy of the “Welcome Letter” as described in Section 9102.4(c)(i) ❑ The results of the counseling outreach as provided by Freddie Mac or the specified HUD national counseling agency, as applicable ■ If the Mortgage is included in a Transfer of Servicing before the end of the one-year period during which Early Delinquency Counseling is required, the transferee Servicer must be informed of the requirement and must be able to provide the required counseling or make arrangements for a counseling agency, as necessary (iii)NextJob re-employment services Increasing homeownership opportunities in underserved markets across the nation, including in rural and high-needs areas, is a key component of Freddie Mac’s Duty to Serve plan. High-needs areas include: ■ Middle Appalachia ■ The lower Mississippi Delta ■ Colonias ■ Other tracts located in areas subject to persistent poverty As part of the Duty to Serve plan, Freddie Mac is providing an opportunity for distressed Borrowers with a Home Possible Mortgage who reside in a high-needs area to receive re- employment services through NextJob. NextJob is a re-employment services company that assists Borrowers with job search skills and training to increase the Borrower’s likelihood of re-employment after the loss of a job, reduced hours or other employment challenges that threaten the Borrower’s ability to make timely mortgage payments. NextJob will contact the Borrower and offer re-employment services, which include: ■ One-on-one job coaching ■ Access to “Job Talk” webinars, and ■ Access to NextJob’s proprietary online job search training program Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-24 Servicers are encouraged to refer Borrowers with Home Possible Mortgages in Duty to Serve high-needs areas (refer to Exhibit 40, Duty to Serve High-Needs Areas) who have suffered a loss of income due to unemployment or underemployment to Freddie Mac for referral to NextJob. The Borrower qualifications appear in the table below: NextJob re-employment services eligibility requirements Eligibility Eligibility requirements Borrower eligibility The Borrower must have: ■ Suffered a loss of income due to unemployment or underemployment, and ■ Requested loss mitigation assistance from the Servicer Mortgage eligibility The Mortgage must be: ■ Located in a designated Duty to Serve high-needs area listed in Exhibit 40 ■ A Home Possible Mortgage Eligibility exclusions The following Borrowers are not eligible for NextJob re-employment services: ■ Borrowers who are 12 months or more delinquent at the time of Servicer evaluation ■ Borrowers in active repayment plans ■ Borrowers in active modification Trial Period Plans ■ Borrowers approved for short sales or deeds-in-lieu of foreclosure ■ Borrowers with Mortgages: ❑ Subject to active non-routine litigation ❑ Subject to active bankruptcy proceedings ❑ That are FHA, VA or RHS insured ❑ With a foreclosure sale scheduled within the next 60 days, or ❑ That have been referred to foreclosure if the parties are in mediation Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-25 If a Borrower meets the eligibility criteria above, Servicers participating in the NextJob program must provide the following information to Freddie Mac on a Microsoft Excel® spreadsheet for each Borrower the Servicer is referring, in the format provided in Exhibit 41, NextJob Referral Template for Borrowers with Home Possible Mortgages, which includes the following information: ■ Freddie Mac loan number ■ Borrower name ■ Borrower phone number ■ Borrower State of residence, and ■ Servicer contact name and e-mail address The Servicer must send the Excel spreadsheet to Rural_Borrower_Help@FreddieMac.com up to twice per month only on the 15th or 30th day of the month. Servicers with no eligible Borrowers for a particular month are not required to make a submission. Three to six Business Days after receiving the submission, Freddie Mac will e-mail the Servicer a list of Borrowers who were referred to NextJob. NextJob will contact Borrowers by phone and work with them to complete the Homeowner Re-employment Registration and Waiver Agreement to initiate the re- employment services. NextJob will attempt to contact the Borrowers for 20 days. NextJob will provide job skills services and ask the Borrower to complete a survey at the end of the skills training. Freddie Mac will e-mail the Servicer monthly updates in a report entitled “Disposition of NextJob Referrals.” (d) Investment Property and rental income during Delinquency If satisfactory arrangements for repayment of the Delinquency have not been made, the Servicer must request that the Borrower consent to the appointment of a real estate agent or other agent to collect rents, maintain the Mortgaged Premises and make payments to the Servicer. If such arrangements are not made, the Servicer must determine what means are available to obtain the rental income and submit a recommendation to Freddie Mac (see Directory 5). Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-26 9102.5: Borrower solicitation and communication (12/17/25) This section contains requirements related to: ■ Glossary definitions ■ Borrower solicitation ■ Documents and forms ■ Communications with the Borrower ■ Electronic submission of documents This section sets forth Servicer communication, solicitation and notification requirements during a Borrower’s Delinquency or upon receipt of a Borrower’s request for an alternative to foreclosure. (a) Glossary definitions Servicers should be familiar with Freddie Mac’s definitions for the following terms as they relate to Borrower solicitation and communication: Glossary definitions for Borrower solicitation and communication B Borrower Evaluation Notice The notice a Servicer must send to a Borrower once the Servicer completes its evaluation of the Borrower for an alternative to foreclosure. Borrower Response Package The documents that must be submitted by a Borrower in order to be evaluated for certain alternatives to foreclosure. Borrower Solicitation Package The documents that must be sent to a delinquent Borrower informing him or her of alternatives to foreclosure and the process and documentation required to be submitted to a Servicer in order to be evaluated for an alternative to foreclosure. (b) Borrower preforeclosure solicitation Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-27 A Servicer may not solicit a Borrower whose Mortgage is current or less than 31 days delinquent (i.e., no more than one payment past due) for an alternative to foreclosure described in Section 9201.2. In addition to the minimum collection efforts set forth in Section 9102.4, Servicers may begin soliciting Borrowers who are 31 or more days delinquent in accordance with the processes and timelines set forth below in order to determine the reason for Delinquency and solicit them for possible alternatives to foreclosure. If a Servicer previously determined that a Borrower who was less than 60 days delinquent did not qualify for any alternative to foreclosure and the Borrower subsequently becomes 60 days delinquent, then the Servicer must continue its solicitation and collection efforts with the Borrower in accordance with the requirements of this chapter. Continued solicitation may include sending another Borrower Solicitation Package if documentation needs to be refreshed in order to perform the subsequent evaluation of the Borrower for alternatives to foreclosure. (i) No later than the 45th day after the Due Date Servicers must send at least one Borrower Solicitation Package or solicitation letter to the Borrower with information, including but not limited to, the availability of alternatives to foreclosure as set forth in Section 9102.5(c) below. See Section 9102.5(d) below for specific information that must be included in the Borrower Solicitation Package. If the Servicer has not achieved quality right party contact and a resolution to the Delinquency, the Servicer is required to send at least one Borrower Solicitation Package or solicitation letter to the delinquent Borrower no later than the 45th day after the Due Date of an unpaid monthly installment. The Servicer may send either: ■ A Borrower Solicitation Package, which includes a Borrower Solicitation Letter (see Exhibit 1145, Freddie Mac Borrower Solicitation Letter); Form 710, Mortgage Assistance Application; frequently asked questions (FAQs) and foreclosure rescue scam information OR ■ A Borrower Solicitation Letter (see Exhibit 1145) and Form 710, FAQs and foreclosure rescue scam information upon establishing quality right party contact. The Servicer may also provide the FAQs and foreclosure rescue scam information on its website and provide a link to that information in the Borrower Solicitation Letter. If a Servicer has achieved quality right party contact and has obtained from the Borrower a resolution to the Delinquency, the Servicer is not required to send the Borrower Solicitation Package. However, in such instances, the Servicer must comply Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-28 with any early intervention notice that may be required under applicable law. If the Borrower fails to perform under the conditions of a relief or workout option, the Servicer must resume collection efforts, including sending the Borrower Solicitation Package. (ii) As early as the 90th day and no later than the 105th day after the Due Date, or, for a Borrower with a Step-Rate Mortgage who becomes 60 days delinquent within 12 months following the first payment due date resulting from an interest rate adjustment, as early as the 60th day and no later than the 75th day after the Due Date When a Borrower becomes 90 days delinquent, or when a Borrower has a Step-Rate Mortgage and becomes 60 days delinquent within the 12 months following the first payment due date resulting from an interest rate adjustment, the Servicer must determine if the Borrower is eligible for a streamlined offer for a Freddie Mac Flex Modification® in accordance with Section 9206.1(c)(iii) and, if eligible, solicit the Borrower for such modification. The Servicer must send an initial Exhibit 1191, Freddie Mac Flex Modification® Solicitation Cover Letter, and a Freddie Mac Flex Modification Trial Period Plan Solicitation Offer – Not Based on an Evaluation of a BRP, included in Exhibit 93, Evaluation Notices, on or before the 105th day of Delinquency to a Borrower who becomes 90 days delinquent and is otherwise eligible. For a Borrower with a Step-Rate Mortgage who becomes 60 days delinquent and is otherwise eligible, the Servicer must send an initial Exhibit 1191B, Freddie Mac Flex Modification® Solicitation Cover Letter for Day 60 Rate Reset, and a Freddie Mac Flex Modification Trial Period Plan Solicitation Offer – Not Based on an Evaluation of a BRP on or before the 75th day of Delinquency. If the Borrower has been approved for a streamlined offer for a Freddie Mac Flex Modification in accordance with the special requirements for Borrowers impacted by an Eligible Disaster described in Section 9206.1(c)(v), the Servicer must send Exhibit 1191A, Freddie Mac Flex Modification® Post-Disaster Forbearance Solicitation Cover Letter, in place of Exhibit 1191. The Servicer must amend the applicable letter template as necessary to conform to the Freddie Mac Flex Modification terms and requirements. The Freddie Mac Flex Modification Solicitation Cover Letter and the Freddie Mac Flex Modification Trial Period Plan Solicitation Offer – Not Based on an Evaluation of a BRP may be altered at the Servicer’s discretion as it deems necessary to meet the requirements of this section and Chapter 9206, and to comply with disclosure and other requirements under applicable law. If the Servicer fails to send the streamlined offer for a Freddie Mac Flex Modification by the 105th day of Delinquency to a Borrower who becomes 90 days delinquent and is otherwise eligible, or by the 75th day of Delinquency to a Borrower with a Step-Rate Mortgage who becomes 60 days delinquent and is otherwise eligible, the Servicer must solicit eligible Borrowers as soon as possible to minimize the impacts of the delay. If the Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-29 Borrower does not respond to the initial Freddie Mac Flex Modification solicitation and otherwise remains eligible, then the Servicer may continue to solicit the Borrower for a Freddie Mac Flex Modification at its discretion, in accordance with the “continuation of solicitation efforts” requirements in this section. (iii)Continuation of solicitation efforts The Servicer must continue to try to contact and solicit the Borrower for alternatives to foreclosure throughout the foreclosure process. After the 210th day after the Due Date of an unpaid monthly installment, the Servicer has discretion to continue contact attempts and must discontinue all contact attempts 60 days prior to a foreclosure sale date for a judicial foreclosure or 30 days prior to a foreclosure sale date for a non-judicial foreclosure, unless the Servicer is required to continue contact attempts by applicable law. Attempts to solicit for alternatives to foreclosure while the Mortgage is in foreclosure must be communicated to and coordinated with the foreclosure attorney, as appropriate. A Servicer must keep the attorney informed of the status of relevant alternative to foreclosure negotiations and must notify the attorney within two Business Days after arrangements for an alternative to foreclosure have been agreed to or within two Business Days after the Mortgage is fully reinstated. (iv) Borrower solicitation during bankruptcy A Servicer is not required to solicit a Borrower in an active Chapter 7 or Chapter 13 bankruptcy. However, a Borrower in an active Chapter 7 or Chapter 13 bankruptcy case must be considered for an alternative to foreclosure if the Borrower, the Borrower’s counsel or bankruptcy trustee (with the Borrower’s written consent) submits a request to the Servicer. (c) Documents and forms The following documents and forms have been developed to fulfill the solicitation requirements of this section. (i) Solicitation documents In accordance with Section 9102.5(b) above, the Servicer must send, via regular or e- mail, at least one Borrower Solicitation Package no later than the 45th day after the Due Date of an unpaid monthly installment. The Borrower Solicitation Package consists of the following documents: ■ Exhibit 1145 (sent to Borrowers by the 45th after the Due Date of an unpaid monthly installment) and, Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-30 ■ The Servicer may elect to send the following upon establishing quality right party contact: ❑ Form 710, and ❑ Frequently asked questions and foreclosure rescue scam notice Exhibit 1145 is the solicitation template that reflects content a Servicer must include in its Borrower Solicitation Package. In addition, Servicers must amend Exhibit 1145 as necessary to comply with applicable law. The content of Exhibit 1145 includes: ■ A cover letter that includes a statement encouraging the Borrower to contact the Servicer, the Servicer’s contact information, a description of loss mitigation options that are available and contact information for homeownership counseling ■ Information on available alternatives to foreclosure to help Borrowers understand the options they may have to stay in their home or leave their home and avoid foreclosure ■ FAQs to help answer Borrowers’ questions regarding the Borrower Response Package and evaluation process. This information may also be provided on the Servicer’s website. ■ Important notices, such as tips for avoiding foreclosure scams. This information may also be provided on the Servicer’s website. In accordance with Section 9102.5(b) above, the Servicer must send via regular or e-mail, the applicable Freddie Mac Flex Modification solicitation cover letter and include the Freddie Mac Flex Modification Trial Period Plan Solicitation Offer – Not Based on an Evaluation of a BRP to a Borrower in accordance with the requirements in Section 9206.1(c). Solicitation for the Freddie Mac Flex Modification is in addition to, and not in place of, all other solicitation requirements described in this section. The solicitation template included in Exhibits 1145, 1191, 1191A and 1191B may be altered in the Servicer’s or attorney’s discretion as it deems necessary to meet the requirements of this section and to comply with disclosure and other requirements under applicable law. (ii) Use of Form 710 Form 710 is a required document that a Servicer must use to obtain Borrower and co- Borrower financial information, including the cause/reasons for the Borrower or co- Borrower’s financial hardship. The financial information and hardship sections of Form 710 must be completed and the form executed by all Borrowers on the Mortgage. The Servicer must require the submission of Form 710 by all Borrowers requesting consideration for an alternative to foreclosure. The Servicer may use a customized Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-31 equivalent of Form 710, provided that it requests the same financial information, hardship affidavit and attestations from the Borrower. However, if the Servicer receives Form 710 rather than its customized equivalent, the Servicer must accept Form 710. References of Form 710 in the Guide include any customized equivalent to Form 710. Note: When sending the Borrower Solicitation Package, Servicers are authorized to edit Form 710, if permitted by applicable law, to exclude references to Internal Revenue Service (IRS) Form 4506-C; or, to the extent required by applicable law, to indicate that such form may be required to complete the application and the circumstances when such form must be obtained or processed in accordance with Section 9102.5(c)(ii). (iii) Model letters The Servicer must send the Borrower the appropriate Borrower Evaluation Notice communicating the evaluation decision with one of the following outcomes: ■ Reinstatement Notice* ■ Repayment Plan Offer* ■ Forbearance Plan Offer – Reduced Payment ■ Forbearance Plan Offer – Suspended Payment ■ Payment Deferral Agreement ■ Freddie Mac Flex Modification Trial Period Plan Notice – Based on an Evaluation of a Complete BRP ■ Freddie Mac Flex Modification Trial Period Plan Solicitation Offer – Not Based on an Evaluation of a BRP ■ Freddie Mac Standard Short Sale ■ Standard Deed-in-Lieu ■ Non-Approval, Ineligible for Mortgage Assistance – Mortgage is Current ■ Non-Approval, Ineligible for Mortgage Assistance – Mortgage is Delinquent Model letters describing each of these responses are included in Exhibit 93. Use of the model letters provided in Exhibit 93 is optional; however, each model letter illustrates the level of specificity that is deemed to comply with the requirements of Section 9102.5(d)(v) and the reinstatement, relief and workout requirements prescribed in the Guide. The model letters must be altered by the Servicer as necessary to comply with applicable federal, State or local law. Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-32 Servicers must ensure the model letters are revised as necessary to include Trial Period Plan ineligibility reasons and also Must provide information about the Borrower’s right to appeal the Servicer’s decision when the Borrower is denied a Trial Period Plan based on an evaluation of the First Complete Borrower Response Package. Exhibit 93 includes a list of ineligibility reasons for use with the model letters. As a reminder, impermissible denial reasons include, but are not limited to, the following: ■ Full lender recourse or indemnification – In situations where the Servicer chose not to repurchase the Mortgage from Freddie Mac or, in the case of indemnification, chose not to modify the Mortgage, the Servicer must disclose the reason it will not modify the Mortgage, which must be based on its own requirements. ■ Servicers are reminded that they may repurchase any Mortgage subject to full lender recourse or indemnification in accordance with the requirements set forth in Bulletin 2012-10 and may choose to modify a Mortgage subject to indemnification in accordance with the requirements in Bulletins 2016-5 and 2021-14 ■ FHA, RHS or VA Mortgage – The Servicer must determine eligibility for a loan modification under applicable agency requirements *A Servicer may combine the relevant contents of the Borrower Evaluation Notice for a reinstatement offer with the contents of the notice for a repayment plan offer when offering the Borrower a partial reinstatement of the Mortgage coupled with a repayment plan in accordance with the requirements of Chapter 9203. Further, if the offer for a foreclosure alternative is made 37 days or less prior to a scheduled foreclosure sale as set forth in Section 9301.7(a), a Borrower’s intent to accept the offer may not be communicated verbally but must be in writing. Therefore, the Servicer must delete the reference “at [SERVICER PHONE NUMBER] or” and otherwise amend the Evaluation Model Clause as appropriate. (d) Communications with the Borrower (i) Borrower Solicitation Package The Servicer must provide in the cover letter included in the Borrower Solicitation Package a specific date by which the package must be returned, which must be 30 days from the date of the communication. In the event the 30th day falls on a non-Business Day, the Servicer must specify the following Business Day as the date by which the Borrower Response Package must be returned. Refer to Section 9102.5(c) for the documentation and content that must be included in a Borrower Solicitation Package. (ii) Borrower Response Package A complete Borrower Response Package must include the following: ■ Completed and signed Form 710 Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-33 ■ Income documentation in accordance with Section 9202.1(c) ■ Hardship documentation in accordance with Section 9202.1(b) ■ Completed and signed IRS Form 4506-C, Request for Transcript of Tax Return, if any of the following circumstances apply: ❑ The Servicer must submit IRS Form 4506-C, as applicable, to the IRS to obtain a copy of the Borrower’s tax transcript. This is required: ■ To reconcile inconsistencies between other information the Borrower provided (e.g., information the Borrower provided in Form 710) and the income documentation; or ■ When the Borrower is self-employed or is a fiscal year tax filer but the Borrower has not provided any of the required documentation specified in Section 9202.3(b) to support his or her income type ❑ As otherwise requested by Freddie Mac The Servicer may accept and rely on any information and documentation submitted on behalf of a Borrower by the Borrower’s authorized trusted advisor, such as a HUD- approved housing counselor, provided that the Servicer: ■ Complies with applicable privacy and other laws and, when necessary ■ Obtains and maintains in the Mortgage file evidence of the Borrower’s written consent to the Servicer’s sharing of the Borrower’s private financial and any other protected information with the Borrower’s trusted advisor The Servicer should notify Freddie Mac via an EDR transmission by reporting default action code H5 within the first three Business Days of the month following the month that it received a complete Borrower Response Package, but it is not required to do so. When a Borrower is in an active Chapter 7 or Chapter 13 bankruptcy, the Servicer may: ■ Accept copies of the bankruptcy schedules and tax returns (if returns are required to be filed) in lieu of Form 710, and ■ Use this information to determine Borrower eligibility (with the income documentation) Servicers should request the schedules and tax returns from the Borrower, Borrower’s counsel or bankruptcy court. If the bankruptcy schedules are greater than 90 days old as Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-34 of the date the Servicer first determined the Borrower submitted a complete Borrower Response Package, the Borrower must provide updated evidence of income. To the extent that a Servicer receives sufficient information to evaluate the Borrower for a reinstatement or relief option in accordance with Chapter 9203 without the complete Borrower Response Package, the Servicer should do so. (iii) Acknowledgement of receipt of Borrower Response Package The Servicer must acknowledge to the Borrower receipt of the Borrower Response Package within five Business Days of receipt from the Borrower and must indicate whether the package is complete or incomplete. The acknowledgement of receipt, which must be in writing, must include the following: ■ The Servicer’s evaluation process and timeline ■ An explanation of the foreclosure process, including that: ❑ Referral to foreclosure will not occur if the Servicer is reviewing a complete Borrower Response Package ❑ Referral to foreclosure will not occur if the Servicer extends an offer for an alternative to foreclosure and the Borrower’s deadline to respond has not expired ❑ Following referral to foreclosure, the foreclosure process may continue during the evaluation ■ For a Borrower who submits a complete Borrower Response Package 37 days or less prior to a scheduled foreclosure sale, an explanation of the Servicer’s plans for evaluating the Borrower for an alternative to foreclosure and suspending the foreclosure, if appropriate ■ A description of those situations where a court with jurisdiction over the foreclosure proceeding (if any) or public official charged with carrying out the activity could fail or refuse to halt a scheduled foreclosure sale, if applicable ■ Any other disclosure as required under applicable law The Servicer must maintain evidence of the date of receipt of the Borrower’s Response Package in its records. (iv) Incomplete information notice Upon receipt of an incomplete Borrower Response Package, the Servicer is required to send an incomplete information notice to the Borrower at the same time as the acknowledgement of receipt of the Borrower Response Package, which is no later than Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-35 five Business Days from receipt of the Borrower Response Package. The incomplete information notice must include the following: ■ A list of documents or information needed to evaluate the Borrower for an alternative to foreclosure ■ A reference to the HUD website for the following HUD-approved counseling agencies as resources available to help the Borrower complete the package: • The U.S. Department of Housing and Urban Development (HUD) at (800) 569- 4287 or www.hud.gov/counseling • The Consumer Financial Protection Bureau (CFPB) at (855) 411-2372 or https://www.consumerfinance.gov/mortgagehelp/ ■ A reminder that if the Borrower does not submit all required documentation or information, the Servicer may determine the Borrower to be ineligible for an alternative to foreclosure and foreclosure proceedings will continue, including referral to foreclosure if the Mortgage was not previously referred ■ Statement indicating that, depending on when the necessary information or documentation is received, there is no guarantee that the Servicer may be able to evaluate the Borrower for alternatives to foreclosure and halt foreclosure proceedings ■ A toll-free telephone number the Borrower may contact for questions on the necessary documentation Within five Business Days of receiving the completed Borrower Response Package from the Borrower, the Servicer is required to acknowledge to the Borrower that the completed Borrower Response Package has been received. A Servicer may, but is not required to, send an incomplete information notice to a Borrower who submits an incomplete Borrower Response Package 37 days or less prior to a scheduled foreclosure sale. The Servicer is strongly encouraged to work with a Borrower who submits an incomplete Borrower Response Package 37 days or less prior to a scheduled foreclosure sale to complete the Borrower Response Package and expedite a decision. Notwithstanding receipt of an incomplete Borrower Response Package and the Servicer’s transmittal of an incomplete information notice, the Servicer must still refer a Mortgage to foreclosure while attempting to obtain a complete Borrower Response Package. (v) Evaluation requirements in response to a complete Borrower Response Package Within five days of an evaluation decision but no later than 30 days following receipt of the complete Borrower Response Package, the Servicer must provide the appropriate Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-36 Borrower Evaluation Notice communicating the decision to the Borrower, with one of the following possible outcomes: ■ Offer reinstatement ■ Offer a repayment plan (with or without a partial reinstatement offer) A Servicer may combine the relevant contents of the Borrower Evaluation Notice for a reinstatement offer with the contents of the notice for a repayment plan offer when offering the Borrower a partial reinstatement of the Mortgage coupled with a repayment plan in accordance with the requirements of Chapter 9203. ■ Offer a forbearance plan ■ Offer a modification as set forth in Chapter 9206 (i.e., Freddie Mac Flex Modification) ■ Offer a short sale as set forth in Chapter 9208 (i.e., Standard Short Sale) ■ Offer a deed-in-lieu of foreclosure as set forth in Chapter 9209 (i.e., Standard Deed- in-Lieu of Foreclosure) ■ Non-Approval, Ineligible for Mortgage Assistance – Mortgage is Current ■ Non-Approval, Ineligibility for Mortgage Assistance – Mortgage is Delinquent Refer to Chapter 9101 for additional requirements related to Borrower communication with respect to the receipt of the First Complete Borrower Response Package on a Mortgage secured by a Primary Residence. In addition, refer to Section 9208.2(b) for specific evaluation timelines for a short sale and Section 9206.1(c)(iii) for requirements on evaluating a complete Borrower Response Package after a streamlined offer for a Freddie Mac Flex Modification solicitation has been sent to the Borrower. (A) Foreclosure alternative offers made within 37 days of a foreclosure sale If the offer for a foreclosure alternative is made 37 days or less prior to a scheduled foreclosure sale as set forth in Section 9301.7(a), a Borrower’s intent to accept the offer may not be communicated verbally. Therefore, the Servicer must delete the reference “at [SERVICER PHONE NUMBER] or” and otherwise amend the Evaluation Notice to specify that a Borrower’s intent to accept the offer must be in writing. (B) Acceptance deadlines and foreclosure alternatives Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-37 For evaluation notices that are offers for alternatives to foreclosure, Servicers must include in the evaluation notice a date by which the Borrowers must accept such offers, which must be 14 days from the date of the evaluation notice for most alternatives to foreclosure except a short sale or deed-in-lieu of foreclosure. The Servicer must suspend foreclosure referral, the foreclosure process generally or the foreclosure sale upon receiving a Borrower’s verbal (where permitted) or written notification that he or she intends to accept an offer for an alternative to foreclosure other than a short sale or deed-in-lieu of foreclosure. Absent such written or verbal notification, the Servicer must suspend foreclosure referral, the foreclosure process, or the foreclosure sale upon receipt of a Borrower’s first payment under a Trial Period Plan or other plan requiring payments (e.g., repayment or forbearance plan). However, the repayment, forbearance or Trial Period Plan will not be legally binding unless the first payment is made by no later than the last day of the month that the first payment is due under the terms of the plan. Additional requirements related to foreclosure suspension Topic Guide location When to refer a Mortgage to foreclosure – Primary Residence Section 9301.6 When to refer a Mortgage to foreclosure – non-Primary Residence Section 9301.7 Complete Borrower Response Packages received after referral to foreclosure Section 9301.9(a) Model letters describing each of these responses are included in Exhibit 93. Use of the model letters is optional; however, they illustrate the level of specificity that is deemed to be in compliance with the requirements of this section. The model letters may be altered at the Servicer’s discretion to meet the requirements of Chapters 9203, 9206, 9208 and 9209, and to comply with disclosure and other requirements under applicable federal, State or local law. (vi) Servicer evaluation obligations once foreclosure has been initiated (A) Borrower Response Package received after referral to foreclosure and greater than 37 days prior to the foreclosure sale date If the Servicer receives a complete Borrower Response Package after referral to foreclosure, the Servicer is not required to suspend foreclosure proceedings to review the complete Borrower Response Package. Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-38 (I) Borrower Response Package received without a short sale purchase offer and foreclosure sale is scheduled If the foreclosure sale has been scheduled and the Servicer sends the Borrower a Borrower Evaluation Notice that is an intent to pursue a short sale based on receipt of a complete Borrower Response Package but a purchase offer was not received, then the Borrower Evaluation Notice must be amended to indicate the following: ■ Contact a real estate broker to list your property for sale if it is not currently listed. If your property is not currently listed, there may not be adequate time to market the property or to review a potential buyer’s offer prior to the foreclosure sale date ■ Once you receive a potential buyer’s offer, contact us immediately and we will review the offer to determine whether to accept it in full satisfaction of your obligation The “Standard Short Sale – All Other Scenarios” Evaluation Model Clause included in Exhibit 93 is representative of this Borrower Evaluation Notice. (II) Short sale evaluations Once the Mortgage has been referred to foreclosure, the Servicer must continue with foreclosure proceedings during the short sale process, except where delay for motion of judgment is provided for Mortgages subject to judicial proceedings. However, the Servicer must not complete a foreclosure sale if the short sale has been approved based on a review of a purchase offer and a complete Borrower Response Package (or other streamlined documentation permitted in Section 9208.1(c)). The Servicer must suspend the foreclosure sale where permitted under State or local law. (III) Deed-in-lieu of foreclosure evaluations Once the Mortgage has been referred to foreclosure, the Servicer must continue with foreclosure proceedings during the deed-in-lieu of foreclosure process, except where delay for motion of judgment is provided for Mortgages subject to judicial proceedings. The Servicer may only suspend foreclosure sale once the executed deed and all required deed-in-lieu of foreclosure documents have been received by the Servicer. Additionally, the Servicer must receive an executed deed from the Borrower no later than 30 days prior to the scheduled foreclosure sale date. When considering a Borrower for a deed-in-lieu of foreclosure, the Servicer must ensure that there is sufficient time to complete processing of the deed-in-lieu of Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-39 foreclosure (inclusive of sending the deed-in-lieu of foreclosure offer to the Borrower) so that the Servicer receives the executed deed no later than 30 days prior to the foreclosure sale date. (B) Borrower Response Packages received 37-15 days prior to the scheduled foreclosure sale date If a complete Borrower Response Package is received between 37 and 15 days, inclusively, before a scheduled foreclosure sale date, the Servicer must expedite its review and make a determination regarding the Borrower’s request for assistance at least seven days before the scheduled foreclosure sale date. This will ensure that the Servicer will be able to complete a foreclosure certification to the attorney seven days prior to a scheduled foreclosure sale date, if appropriate, or offer the Borrower an alternative to foreclosure. (C) Borrower Response Packages received less than 15 days prior to the scheduled foreclosure sale date In cases where a complete Borrower Response Package is received less than 15 days prior to a scheduled foreclosure sale date, the Servicer must first determine whether it can conduct an expedited review of the Borrower Response Package and render a decision by the foreclosure certification date (i.e., seven days prior to the scheduled foreclosure sale date) and if so, complete the review. See Section 9301.7(a) for additional requirements for Servicer evaluation obligations once foreclosure has been initiated. (e) Electronic submission of documents Servicers should refer to Chapter 1401 for the definition of the following terms used in this subsection: ■ Electronic ■ Electronic Record ■ Electronic Transaction In lieu of paper documents, loss mitigation documents may be prepared, signed and sent electronically by and between the Servicer to the Borrower or by a Borrower to the Servicer, provided these Electronic Transactions comply with the requirements of Chapter 1401 and this section. With the exception of IRS Form 4506-C, Request for Transcript of Tax Return, all documentation required to be prepared, signed or sent by either the Servicer or the Borrower are considered “loss mitigation documents” for purposes of Section 1401.3(h). Freddie Mac Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-40 Additional requirements related to eModification Agreements of paper Notes Topic Guide location Electronic solicitation and modification Section 9206.4(d) Servicing performing eMortgages Section 1402.5(b) Servicing non-performing eMortgages Section 1402.5(c) Note: IRS Form 4506-C is only defined as a loss mitigation document for purposes of Section 1401.17 if the form is received from the Borrower in a manner that permits the Servicer to submit the form to the IRS in compliance with the IRS instructions and requirements. All Electronic loss mitigation documents and any other Electronic Mortgage file documents are Electronic Records and must be able to be retrieved and printed in a manner that accurately reflects the information they originally contained. Additionally, all Electronic Records must be accessible (either electronically or on paper) and made available to Freddie Mac upon request.

Source: Freddie Mac Single-Family Seller/Servicer Guide Section 9102.4 — Servicer collection efforts · source URL · snapshot 5869ee9e606cd4ae