source:
  type: guide
  id: fnma-svc-a4-1-03
  authority: Fannie Mae Servicing Guide A4-1-03 — Addressing Borrower Inquiries and
    Disputes
  description: Fannie Mae Servicing Guide A4-1-03 — Addressing Borrower Inquiries
    and Disputes.
  coverage_tier: operative
obligations:
- id: fnma-svc-a4-1-03-full
  canonical_id: fnma-svc-a4-1-03-full
  section: Fannie Mae Servicing Guide A4-1-03 — Addressing Borrower Inquiries and
    Disputes
  type: do
  tags:
  - regulator-direct
  - fnma
  - servicing-guide
  - corpus-expansion
  - tier-operative
  primary_source:
    tier: 1
    authority: Fannie Mae Servicing Guide A4-1-03 — Addressing Borrower Inquiries
      and Disputes
    source_class: fnma-guide
    source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
    snapshot_id: cf63a82bbb4adfba
    fetched_at: '2026-05-22T23:53:19Z'
    content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
    paragraph_quote: 'A4-1-03, Addressing Borrower Inquiries and Disputes (12/20/2023)
      Introduction This topic contains the following: Addressing Borrower Inquiries
      and Disputes for All Mortgage Loans Managing Texas Section 50(a)(6) Loans Addressing
      Borrower Inquiries and Disputes for All Mortgage Loans The servicer must comply
      with the requirements outlined in the following table when responding to borrower
      inquiries and disputes. ✓ The servicer must… Promptly respond to all inquiries,
      especially in the event of a borrower dispute, about the following: • the terms
      of their mortgage loan, • the status of their account, or • any actions the
      servicer took or did not take in servicing their mortgage loan. Ensure all processes
      to respond to borrower inquiries and resolve allegations of servicer errors
      asserted by borrowers are compliant with applicable law, including timelines
      for responding to borrowers and any applicable prohibitions on foreclosure referral
      or foreclosure sale. Ensure borrowers have an eﬀective means to communicate
      with the servicer to facilitate resolution of the dispute and resolve disputes
      without imposing unnecessary additional fees on borrowers. Not commence foreclosure
      proceedings without a thorough review of the circumstances surrounding an ongoing
      dispute and reasonable eﬀorts to resolve the dispute. The following table describes
      the information the servicer must provide the borrower when the borrower makes
      an inquiry in writing to determine the owner or assignee of their mortgage loan.
      Published May 13, 2026 140 If the mortgage loan is… Then the servicer must…
      a portfolio mortgage loan • indicate the owner of the mortgage loan as “Fannie
      Mae”; • provide the owner contact address of Midtown Center, 1100 15th Street,
      NW, Washington, DC 20005; and • provide the contact number of the owner as 1-800-2FANNIE
      (1-800-232-6643). MBS mortgage loan • indicate the owner of the mortgage loan
      as “Fannie Mae in its capacity as Trustee”; • provide the owner contact address
      of Midtown Center, 1100 15th Street, NW, Washington, DC 20005; • provide the
      contact number of the owner as 1-800-2FANNIE (1-800-232-6643); and If the borrower
      requests the number of the trust or pool the servicer must provide the six-digit
      pool number as the Trust identiﬁer including as applicable: • the Fannie Mae
      Trust identiﬁer for structured deals is the designated trust name (e.g., Fannie
      Mae REMIC Trust 2005- W2); and • the Fannie Mae contact number above for the
      related Trust identiﬁer for mortgage loans in PFP pools. Note: The six-digit
      MBS pool number appears in Fannie Mae’s investor reporting system application.
      The servicer must indicate in its communication to borrowers that the owner
      status of their loan is based upon the servicer’s review of its records as of
      a date certain and that loan ownership status may change from time to time.
      Managing Texas Section 50(a)(6) Loans The servicer of a Texas Section 50(a)(6)
      loan must comply with the requirements in the following table. ✓ The servicer
      must… Have adequate procedures to receive and timely respond to borrower inquiries,
      claims of defects, and other complaints. Have processes and procedures in place
      to timely cure any failures to comply with applicable law. Published May 13,
      2026 141 If the servicer receives notiﬁcation of failure to comply with respect
      to a Fannie Mae Texas Section 50(a)(6) loan, it must immediately notify Fannie
      Mae’s Legal department by submitting a Non-Routine Litigation Form (Form 20)
      and, if the notiﬁcation is in writing, provide Fannie Mae with a copy of the
      notiﬁcation. The servicer’s failure to cure within 60 days after being notiﬁed
      of a failure to comply may, under Texas law, result in the forfeiture of all
      P&I due under the Texas Constitution Section 50(a)(6). In addition to having
      processes and procedures to ensure compliance with Texas Constitution Section
      50(a)(6), the seller/servicer must have speciﬁc processes in place to cure any
      failure to comply with Texas Constitution Section 50(a)(6) by one of the authorized
      means, as required by the Selling Guide. However, any action taken, or not taken,
      in connection with a failure to comply with Texas Constitution Section 50(a)(6),
      even if such action is a result of the seller/servicer’s eﬀort to cure a failure
      to comply, that results in any of the following constitutes a breach of the
      seller/servicer’s selling representations and warranties and/or servicing obligations
      and requirements: a forfeiture of any principal or interest due under the mortgage
      loan; invalidation of the mortgage loan as a ﬁrst lien; abatement of accrual
      of interest and the borrower’s obligations under the mortgage loan; reduction
      in the principal amount of the mortgage loan; or any modiﬁcation of the amount,
      interest, rate, term, or other provision of the mortgage loan. Such action,
      taken or not taken, shall be deemed a failure to correct a signiﬁcant defect
      and/or a servicing defect that permits Fannie Mae to exercise any of the remedies
      provided in the Lender Contract, including the right to require the seller/servicer
      to repurchase the mortgage loan. Recent Related Announcements The table below
      provides references to recently issued Announcements that are related to this
      topic. Announcements Issue Date Announcement SVC-2023-06 December 20, 2023 Announcement
      SVC-2023-03 May 10, 2023 Chapter A4-2, Requirements for Delinquent Mortgage
      Loans and Mortgage Loans at Risk of Default Introduction This chapter includes
      information pertaining to requirements for delinquent mortgage loans and mortgage
      loans at risk of default. Published May 13, 2026 142 Section A4-2.1, Establishing
      Default Management Strategies'
  judgment: false
