FNMA Servicing Guide D2-2 — Requirements for Contacting a Borrower

fnma-svc-d2-2

FNMA Servicing Guide D2-2-01 through D2-2-03 govern delinquent- borrower outreach: Quality Right Party Contact (QRPC) achievement requirement, outbound contact timing (begin no later than day 36 of delinquency; every 7 days continuing thereafter), 60-day judicial / 30-day non-judicial pre-foreclosure-sale outbound-contact stop rule, day-20 payment reminder notice rule, and message content requirements for outbound contacts. Fills FNMA Servicing D2-2 gap.

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source:
  type: regulation
  id: fnma-svc-d2-2
  authority: FNMA Servicing Guide D2-2 — Requirements for Contacting a Borrower
  description: |
    FNMA Servicing Guide D2-2-01 through D2-2-03 govern delinquent-
    borrower outreach: Quality Right Party Contact (QRPC) achievement
    requirement, outbound contact timing (begin no later than day 36 of
    delinquency; every 7 days continuing thereafter), 60-day judicial /
    30-day non-judicial pre-foreclosure-sale outbound-contact stop
    rule, day-20 payment reminder notice rule, and message content
    requirements for outbound contacts. Fills FNMA Servicing D2-2 gap.
obligations:
  - id: fnma-svc-d2-2-01-must-attempt-qrpc
    canonical_id: fnma-svc-d2-2-01-must-attempt-qrpc
    section: FNMA Servicing Guide D2-2-01 — Servicer must make every attempt to achieve QRPC
    description: |
      [LENDER] (servicer) shall make every attempt to achieve Quality
      Right Party Contact (QRPC) with the borrower, co-borrower, or
      trusted advisor. The purpose of QRPC is to determine the
      delinquency reason, occupancy status, ability to repay, educate
      the borrower on workout options, and obtain a commitment to
      resolve the delinquency.
    type: do
    audit_question: For every delinquent FNMA-owned loan, can [LENDER] evidence (via call logs, outreach records, QRPC achievement flag in servicing system) that every attempt was made to achieve QRPC, and document each QRPC achievement with the 5 required purpose elements covered?
    program_review: Does the program facilitate every attempt to achieve Quality Right Party Contact (delinquency reason, occupancy, ability to repay, workout education, resolution commitment) with borrower/co-borrower/trusted advisor?
    file_review: For delinquent loans, review call logs and the QRPC flag; the compliance person judges whether every attempt was made and the five QRPC purpose elements were covered.
    judgment: true
    feeds: []
    workflow_phase: default_collections
    owner_role: loss_mitigation_specialist
    secondary_owner_role: compliance_officer
    cadence: per-delinquency
    consequence: Failure to attempt QRPC is a FNMA Servicing Guide breach; reduces workout-option uptake and increases foreclosure risk.
    tags:
      - round-d
      - regulator-direct
      - fnma
      - servicer-operations
      - qrpc
      - delinquent-borrower-outreach
      - promoted
    primary_source:
      tier: 1
      authority: FNMA Servicing Guide D2-2-01 — Achieving Quality Right Party Contact
      source_class: fnma-guide
      source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
      snapshot_id: f662f911b3ddaf1d
      fetched_at: '2026-05-25T14:09:40Z'
      content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
      paragraph_quote: |
        The servicer must make every attempt to achieve QRPC.
      drafter_attestation: |
        Copied verbatim from snapshot f662f911b3ddaf1d. D2-2-01 must-
        attempt-QRPC operative requirement. Five QRPC purpose elements
        (reason, occupancy, capacity, workout-option education,
        resolution commitment) paraphrased in description.
    promoted_at: '2026-05-25T19:11:14+00:00'
    promoted_from: fnma-svc-d2-2-roundd-v1.yaml
  - id: fnma-svc-d2-2-02-outbound-contact-day-36-every-7-days
    canonical_id: fnma-svc-d2-2-02-outbound-contact-day-36-every-7-days
    section: FNMA Servicing Guide D2-2-02 — Begin outbound contact by day 36, continue every 7 days
    description: |
      [LENDER] (servicer) shall begin outbound contact attempts no
      later than the 36th day of delinquency and shall continue
      outbound contact attempts every 7 days until QRPC is achieved
      (and/or borrower adheres to a workout agreement), the delinquency
      is resolved, a complete Borrower Response Package (BRP) is
      received, the borrower has provided a promise to pay (≤30 days),
      or QRPC is achieved and the borrower indicates no interest in a
      workout option. [LENDER] is authorized but not required to begin
      earlier than day 36 (e.g., using behavioral models).
    type: do
    audit_question: For every delinquent FNMA loan, can [LENDER] evidence (via servicing-system contact-attempt logs) (a) first outbound contact attempt by day 36 of delinquency, and (b) continued outbound attempts every 7 days until one of the 5 stopping conditions was reached?
    program_review: Does the program ensure outbound contact begins no later than day 36 of delinquency and continues every 7 days until a stopping condition (QRPC, resolution, complete BRP, ≤30-day promise to pay, or QRPC + no-interest)?
    file_review: For delinquent loans, confirm first outbound attempt by day 36 and continued attempts every 7 days until a stopping condition.
    judgment: false
    feeds: []
    workflow_phase: default_collections
    owner_role: loss_mitigation_specialist
    secondary_owner_role: compliance_officer
    cadence: per-delinquency
    consequence: Failure to attempt timely outbound contact is a FNMA Servicing Guide breach + state-law early-default-contact exposure.
    tags:
      - round-d
      - regulator-direct
      - fnma
      - servicer-operations
      - outbound-contact
      - day-36-trigger
      - 7-day-cadence
      - promoted
    primary_source:
      tier: 1
      authority: FNMA Servicing Guide D2-2-02 — Outbound Contact Attempt Requirements
      source_class: fnma-guide
      source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
      snapshot_id: f662f911b3ddaf1d
      fetched_at: '2026-05-25T14:09:40Z'
      content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
      paragraph_quote: |
        The servicer must begin outbound contact attempts no later than the 36th day of delinquency and must continue every 7 days
      drafter_attestation: |
        Copied verbatim from snapshot f662f911b3ddaf1d. D2-2-02 begin-by-
        day-36 + 7-day-cadence operative requirement. Five stopping
        conditions and early-start authorization paraphrased in
        description.
    auditor_minimum_evidence:
      derivation: snapshot_extract
      derivation_source:
        snapshot_id: f662f911b3ddaf1d
        paragraph_quote: The servicer must begin outbound contact attempts no later than the 36th day of delinquency and must continue every 7 days
        page_or_section: FNMA Servicing Guide D2-2-02
        fetched_at: '2026-05-25T14:09:40Z'
      pathway_selection_kind: mutually_exclusive_by_facts
      pathways:
        - pathway_id: csh-amep-fnma-d2-2-stop-qrpc-workout-adherence
          name: 'Stopping condition A: QRPC achieved AND borrower adheres to workout option agreement'
          evidence_items:
            - evidence_id: csh-ev-fnma-d2-2-day-36-first-attempt-timestamp
              kind: timestamp
              description: System-of-record timestamp showing first outbound contact attempt on or before day 36 of delinquency.
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-2.a
              cite_verified: false
            - evidence_id: csh-ev-fnma-d2-2-qrpc-achievement-record
              kind: record
              description: Servicing-system QRPC-achievement record per D2-2-01 (delinquency reason + occupancy + capacity + workout-options-educated + commitment) timestamped during the outbound-contact campaign.
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-2.b
              cite_verified: false
            - evidence_id: csh-ev-fnma-d2-2-workout-adherence-record
              kind: record
              description: Workout-option-agreement record + payment history showing borrower performance against the agreed terms (e.g., TPP payments timely).
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-3.a
              cite_verified: false
        - pathway_id: csh-amep-fnma-d2-2-stop-delinquency-resolved
          name: 'Stopping condition B: delinquency resolved'
          evidence_items:
            - evidence_id: csh-ev-fnma-d2-2-day-36-first-attempt-timestamp-resolved
              kind: timestamp
              description: System-of-record timestamp showing first outbound contact attempt on or before day 36 of delinquency.
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-2.a
              cite_verified: false
            - evidence_id: csh-ev-fnma-d2-2-resolution-payment-record
              kind: record
              description: Payment record showing all delinquent amounts paid current; account-status change to performing.
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-2.c
              cite_verified: false
        - pathway_id: csh-amep-fnma-d2-2-stop-complete-brp-received
          name: 'Stopping condition C: complete Borrower Response Package (BRP) received per D2-2-05'
          evidence_items:
            - evidence_id: csh-ev-fnma-d2-2-day-36-first-attempt-timestamp-brp
              kind: timestamp
              description: System-of-record timestamp showing first outbound contact attempt on or before day 36 of delinquency.
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-2.a
              cite_verified: false
            - evidence_id: csh-ev-fnma-d2-2-complete-brp-receipt
              kind: record
              description: BRP-completeness record per D2-2-05 (all required documents received), with completeness-determination timestamp triggering the contact-attempt stop.
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-2.d
              cite_verified: false
        - pathway_id: csh-amep-fnma-d2-2-stop-promise-to-pay
          name: 'Stopping condition D: borrower provided a promise to pay (≤30 days) the delinquent amount'
          evidence_items:
            - evidence_id: csh-ev-fnma-d2-2-day-36-first-attempt-timestamp-promise
              kind: timestamp
              description: System-of-record timestamp showing first outbound contact attempt on or before day 36 of delinquency.
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-2.a
              cite_verified: false
            - evidence_id: csh-ev-fnma-d2-2-promise-to-pay-record
              kind: record
              description: Servicing-system promise-to-pay record with (1) promised amount, (2) promised pay date NOT exceeding 30 days from promise date, (3) recorded source (borrower-confirmed).
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-2.e
              cite_verified: false
        - pathway_id: csh-amep-fnma-d2-2-stop-qrpc-no-interest
          name: 'Stopping condition E: QRPC achieved AND borrower indicates no interest in any workout option'
          evidence_items:
            - evidence_id: csh-ev-fnma-d2-2-day-36-first-attempt-timestamp-no-interest
              kind: timestamp
              description: System-of-record timestamp showing first outbound contact attempt on or before day 36 of delinquency.
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-2.a
              cite_verified: false
            - evidence_id: csh-ev-fnma-d2-2-qrpc-no-interest-record
              kind: record
              description: QRPC-achievement record per D2-2-01 PLUS explicit borrower no-interest declaration captured in servicing notes (with borrower-confirmation source attribution).
              retention_rule_ref: fnma-svc-a4-1-01
              examiner_question_ref: FNMA Servicer Performance Review §D2-2.f
              cite_verified: false
      pathway_selection_logic: |
        Five mutually-exclusive stopping conditions per FNMA D2-2-02. The outbound-contact-attempt obligation is fully satisfied when ANY ONE of the five conditions is met (after which continued outbound contact is no longer required by D2-2-02, though the 60-day judicial / 30-day non-judicial pre-foreclosure-sale stop rule of D2-2-02 still applies separately). Selection by facts: the servicing system records which stopping condition triggered on a given delinquency cycle. Multiple pathways may apply to the same loan over time across different delinquency cycles; each cycle gets exactly one terminal pathway.
    promoted_at: '2026-05-25T19:11:15+00:00'
    promoted_from: fnma-svc-d2-2-roundd-v1.yaml
  - id: fnma-svc-d2-2-02-discontinue-outbound-before-foreclosure-sale
    canonical_id: fnma-svc-d2-2-02-discontinue-outbound-before-foreclosure-sale
    section: FNMA Servicing Guide D2-2-02 — Discontinue outbound contact 60/30 days before foreclosure sale
    description: |
      Unless required by applicable law to continue outbound contact
      attempts to the delinquent borrower, [LENDER] (servicer) shall
      discontinue all outbound contact attempts: (a) 60 days prior to
      the judicial foreclosure sale date, or (b) 30 days prior to a
      non-judicial foreclosure sale date. The pre-sale outbound-stop
      rule prevents harassment-pattern claims while foreclosure
      proceedings finalize.
    type: refrain
    audit_question: For every FNMA loan that advanced to foreclosure sale, can [LENDER] evidence (via outbound-contact logs) the last outbound contact attempt occurred at least 60 days before judicial sale or 30 days before non-judicial sale — UNLESS applicable law required continued contact?
    program_review: Does the program account for the pre-sale outbound-stop — discontinuing all outbound contact 60 days before a judicial sale or 30 days before a non-judicial sale, unless applicable law requires continued contact?
    file_review: For loans that reached foreclosure sale, confirm the last outbound attempt was ≥60 days (judicial) / ≥30 days (non-judicial) before sale, unless law required continued contact.
    judgment: false
    feeds: []
    workflow_phase: default_collections
    owner_role: loss_mitigation_specialist
    secondary_owner_role: compliance_officer
    cadence: per-foreclosure
    consequence: Continued outbound contact during the no-contact pre-sale window can support harassment / unfair-practices claims.
    tags:
      - round-d
      - regulator-direct
      - fnma
      - servicer-operations
      - outbound-contact
      - pre-foreclosure-stop
      - promoted
    primary_source:
      tier: 1
      authority: FNMA Servicing Guide D2-2-02 — Outbound Contact Attempt Requirements
      source_class: fnma-guide
      source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
      snapshot_id: f662f911b3ddaf1d
      fetched_at: '2026-05-25T14:09:40Z'
      content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
      paragraph_quote: |
        the servicer must discontinue all outbound contact attempts
      drafter_attestation: |
        Copied verbatim from snapshot f662f911b3ddaf1d. D2-2-02
        discontinue-outbound-contact operative headline. Specific 60-day-
        judicial / 30-day-non-judicial timing thresholds and the
        applicable-law continuation carve-out paraphrased in description.
    promoted_at: '2026-05-25T19:11:15+00:00'
    promoted_from: fnma-svc-d2-2-roundd-v1.yaml
  - id: fnma-svc-d2-2-02-emphasize-payment-importance-during-contact
    canonical_id: fnma-svc-d2-2-02-emphasize-payment-importance-during-contact
    section: FNMA Servicing Guide D2-2-02 — Emphasize importance of timely payment during outbound contact
    description: |
      When [LENDER] (servicer) communicates with the borrower during
      outbound contact attempts, [LENDER] shall emphasize the
      importance of making payments on or prior to their due dates.
      The messaging requirement reinforces FNMA's preference for
      payment-current resolution before workout-option escalation.
    type: do
    audit_question: Can [LENDER] evidence (via call-script approvals, QA samples of recorded calls, training materials) that outbound-contact messaging consistently emphasizes payment-on-time importance to the borrower?
    program_review: Does the program ensure outbound-contact messaging emphasizes the importance of making payments on or before due dates (call scripts, training)?
    file_review: Review call-script approvals, QA call samples, and training materials; the compliance person judges whether messaging consistently emphasized timely payment.
    judgment: true
    feeds: []
    workflow_phase: default_collections
    owner_role: loss_mitigation_specialist
    secondary_owner_role: training_manager
    cadence: per-outbound-attempt
    consequence: Off-message outbound contact scripts undercut FNMA payment-current preference and weaken servicing-performance metrics.
    tags:
      - round-d
      - regulator-direct
      - fnma
      - servicer-operations
      - outbound-contact
      - call-script-content
      - promoted
    primary_source:
      tier: 1
      authority: FNMA Servicing Guide D2-2-02 — Outbound Contact Attempt Requirements
      source_class: fnma-guide
      source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
      snapshot_id: f662f911b3ddaf1d
      fetched_at: '2026-05-25T14:09:40Z'
      content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
      paragraph_quote: |
        the servicer must emphasize the importance of making payments on or prior to their due dates.
      drafter_attestation: |
        Copied verbatim from snapshot f662f911b3ddaf1d. D2-2-02
        emphasize-payment-importance operative requirement.
    promoted_at: '2026-05-25T19:11:15+00:00'
    promoted_from: fnma-svc-d2-2-roundd-v1.yaml
  - id: fnma-svc-d2-2-03-payment-reminder-by-day-20
    canonical_id: fnma-svc-d2-2-03-payment-reminder-by-day-20
    section: FNMA Servicing Guide D2-2-03 — Send payment reminder notice no later than day 20
    description: |
      [LENDER] (servicer) shall send a payment reminder notice to the
      borrower no later than the 20th day of the month if the payment
      has not been received. Exceptions apply when (a) the mortgage
      loan is a second lien mortgage loan (see D2-2-09) or (b) the
      borrower is subject to an active forbearance plan (without regard
      to whether the plan provides for reduced or suspended payments).
      The notice must address the borrower by name, state a desire to
      work with the borrower to preserve homeownership, state the
      amount of late charges due (if applicable), and explain late-
      payment-credit-reporting consequences.
    type: do
    audit_question: For every loan where payment was not received in the current month, can [LENDER] evidence a payment-reminder notice was sent by the 20th day of the month? Are exception flags (second lien, active forbearance) recorded for any non-sent notices?
    program_review: Does the program ensure a payment reminder notice is sent by day 20 when the payment has not been received, accounting for the second-lien and active-forbearance exceptions, and containing the required content (borrower name, homeownership-preservation statement, late charges due if applicable, late-credit-reporting consequences)?
    file_review: For non-received-payment months, confirm a day-20 reminder notice with the required content, and that exception flags (second lien, active forbearance) are recorded for any non-sent notice.
    judgment: false
    feeds: []
    workflow_phase: default_collections
    owner_role: chief_servicing_officer
    secondary_owner_role: loss_mitigation_specialist
    cadence: per-late-payment-month
    consequence: Missing payment-reminder notice is a FNMA Servicing Guide breach and reduces borrower opportunity to cure before later-stage collection.
    tags:
      - round-d
      - regulator-direct
      - fnma
      - servicer-operations
      - payment-reminder
      - day-20-deadline
      - promoted
    primary_source:
      tier: 1
      authority: FNMA Servicing Guide D2-2-03 — Sending a Payment Reminder Notice
      source_class: fnma-guide
      source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
      snapshot_id: f662f911b3ddaf1d
      fetched_at: '2026-05-25T14:09:40Z'
      content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
      paragraph_quote: |
        The servicer must send a payment reminder notice to the borrower no later than the 20th day of the month if the payment has not been received
      drafter_attestation: |
        Copied verbatim from snapshot f662f911b3ddaf1d. D2-2-03 payment-
        reminder-day-20 operative requirement. Second-lien and active-
        forbearance exceptions + 4 content requirements paraphrased in
        description.
    promoted_at: '2026-05-25T19:11:15+00:00'
    promoted_from: fnma-svc-d2-2-roundd-v1.yaml
_promotion_history:
  - promoted_at: '2026-05-25T19:11:15+00:00'
    candidate_path: obligations\_remediation\round-d-investor-guides\fnma-svc-d2-2-roundd-v1.yaml
    candidates_promoted: 5
    candidates_skipped_existing: 0

Verbatim regulatory text (5)

Verbatim provisions from FNMA Servicing Guide D2-2 — Requirements for Contacting a Borrower — each quote is a verified substring of the regulator-published source snapshot, not retyped. Quoted for reference; this is not legal advice. The operational layer (P&P updates, prompts) lives in the regulation update kits.

FNMA Servicing Guide D2-2-01 — Servicer must make every attempt to achieve QRPC

The servicer must make every attempt to achieve QRPC.

Source: FNMA Servicing Guide D2-2-01 — Achieving Quality Right Party Contact · source URL · snapshot f662f911b3ddaf1d

FNMA Servicing Guide D2-2-02 — Begin outbound contact by day 36, continue every 7 days

The servicer must begin outbound contact attempts no later than the 36th day of delinquency and must continue every 7 days

Source: FNMA Servicing Guide D2-2-02 — Outbound Contact Attempt Requirements · source URL · snapshot f662f911b3ddaf1d

FNMA Servicing Guide D2-2-02 — Discontinue outbound contact 60/30 days before foreclosure sale

the servicer must discontinue all outbound contact attempts

Source: FNMA Servicing Guide D2-2-02 — Outbound Contact Attempt Requirements · source URL · snapshot f662f911b3ddaf1d

FNMA Servicing Guide D2-2-02 — Emphasize importance of timely payment during outbound contact

the servicer must emphasize the importance of making payments on or prior to their due dates.

Source: FNMA Servicing Guide D2-2-02 — Outbound Contact Attempt Requirements · source URL · snapshot f662f911b3ddaf1d

FNMA Servicing Guide D2-2-03 — Send payment reminder notice no later than day 20

The servicer must send a payment reminder notice to the borrower no later than the 20th day of the month if the payment has not been received

Source: FNMA Servicing Guide D2-2-03 — Sending a Payment Reminder Notice · source URL · snapshot f662f911b3ddaf1d