12 CFR §1024.36 — Requests for information
Regulation X §1024.36 sets the procedural framework for servicer response to written borrower requests for information: 5-day acknowledgment, 30-day response (10-day for owner/assignee identity requests), 15-day extension for general RFIs (no extension for owner-identity RFIs), no-fee-as-condition.
Verbatim regulatory text
Verbatim provisions from 12 CFR §1024.36 — Requests for information — 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.
12 CFR §1024.36(a) — Request for information definition and scope
(a) Information request. A servicer shall comply with the requirements of this section for any written request for information from a borrower that includes the name of the borrower, information that enables the servicer to identify the borrower's mortgage loan account, and states the information the borrower is requesting with respect to the borrower's mortgage loan . A request on a payment coupon or other payment form supplied by the servicer need not be treated by the servicer as a request for information. A request for a payoff balance need not be treated by the servicer as a request for information. A qualified written request that requests information relating to the servicing of the mortgage loan is a request for information for purposes of this section, and a servicer must comply with all requirements applicable to a request for information with respect to such qualified written request .
12 CFR §1024.36(c) — Acknowledgment of receipt within 5 business days
(c) Acknowledgment of receipt. Within five days (excluding legal public holi days , Satur days , and Sun days ) of a servicer receiving an information request from a borrower, the servicer shall provide to the borrower a written response acknowledging receipt of the information request.
12 CFR §1024.36(d)(1) — Response to information request
(d) Response to information request —(1) Investigation and response requirements. Except as provided in paragraphs (e) and (f) of this section, a servicer must respond to an information request by either:
12 CFR §1024.36(d)(2)(i) — Time limits for §1024.36(d)(1) response (10/30 day)
(2) Time limits —(i) In general. A servicer must comply with the requirements of paragraph (d)(1) of this section:
12 CFR §1024.36(d)(2)(ii) — 15-day extension of general 30-day RFI response
(ii) Extension of time limit. For requests for information governed by the time limit set forth in paragraph (d)(2)(i)(B) of this section, a servicer may extend the time period for responding by an additional 15 days (excluding legal public holi days , Satur days , and Sun days ) if, before the end of the 30-day period, the servicer notifies the borrower of the extension and the reasons for the extension in writing. A servicer may not extend the time period for requests for information governed by paragraph (d)(2)(i)(A) of this section.
12 CFR §1024.36(f)(2) — Notice to borrower of §1024.36(f)(1) determination
(2) Notice to borrower. If a servicer determines that, pursuant to this paragraph (f), the servicer is not required to comply with the requirements of paragraphs (c) and (d) of this section, the servicer shall notify the borrower of its determination in writing not later than five days (excluding legal public holi days , Satur days , and Sun days ) after making such determination. The notice to the borrower shall set forth the basis under paragraph (f)(1) of this section upon which the servicer has made such determination.
12 CFR §1024.36(g)(1) — Fees prohibited as condition of responding
(g) Payment requirement limitations —(1) Fees prohibited. Except as set forth in paragraph (g)(2) of this section, a servicer shall not charge a fee, or require a borrower to make any payment that may be owed on a borrower's account, as a condition of responding to an information request.
12 CFR §1024.36(d)(1) — Response to information request — enumerated items (chapeau recall fix)
(i) Providing the borrower with the requested information and contact information, including a telephone number, for further assistance in writing; or (ii) Conducting a reasonable search for the requested information and providing the borrower with a written notification that states that the servicer has determined that the requested information is not available to the servicer , provides the basis for the servicer 's determination, and provides contact information, including a telephone number, for further assistance.