MORTAGE SERVICING ERROR RESOLUTION AND INFORMATION REQUESTS

You have certain rights under Federal law related to resolving errors in the servicing of your mortgage loan and requesting information about your mortgage loan.  Stock Yards Bank & Trust has established the following address as its exclusive address to receive written Notices of Error and Information Requests. To submit your written Notice of Error or written Information Request, you must write to us at the following address:

Stock Yards Bank & Trust
P.O. Box 34484
Louisville, KY 40232

A notice or request written on a payment coupon or on any other payment form is not considered a notice of error or an information request.
When writing to us, please include the following:

  • Your Name

  • Your Loan Number and/or the property address

  • Details of the specific error you believe has taken place or the specific information you are requesting on your mortgage loan

To assist you, we have outlined some guidance on what is generally considered a Notice of Error or an Information Request, and the timeframes in which you can expect a response. You do not need to decide if your request is a Notice of Error or an Information Request, just send your written request to the above address and we will respond in the timeframes required by federal law.

 

WRITTEN NOTICES OF ERROR – A written request from you t that tells us of an error in the servicing of your mortgage loan. This would include anything that you believe is an error occurring after you have closed on your mortgage loan. This would not include errors that occurred during the closing of your loan or any time prior to closing.

  • Within 5 business days from when we receive your Notice of Error, we will mail you a letter to let you know we received your request 

  • Within 30 business days after we receive your Notice of Error, we will mail you a letter providing the details of the outcome of our investigation

 

Please note that if we determine that we need additional time fully research and investigate your Notice of Error, we may extend the investigation period by an additional 15 business days. We will mail you a letter before the end of the 30-day research period explaining the reasons we need the additional time.

 
  • If we determine an error occurred we will mail you a letter, which will detail the correction that we made, the effective date of the correction and contact information if you need any additional assistance or have questions

  • If we determine no error occurred we will mail you a letter that will detail the reasons for determining that no error occurred, our contact information if you need any additional assistance, and details and instructions for the process you should follow if you are requesting the documents that we used to determine that no error occurred

  • Please note that if your Notice of Error relates to providing an accurate payoff then we will respond to your request within 7 business days.

 

WRITTEN INFORMATION REQUESTS – A written request for information concerning your mortgage loan. This would include asking for any documents such as the mortgage note or other documents you may have misplaced or asking who owns your loan. It also includes requesting any other information about the details of your loan.

  • Within 5 business days from when we receive your Information Request, we will mail you a letter to let you know we received your request

  •  Within 30 business days after we receive your Information Request, we will provide the information requested or conduct a reasonable search for the information and advise you the details of why the information is not available and contact information if you need any additional assistance or have questions

Please note that if we determine that we need additional time fully research and obtain the information you requested, we might extend the investigation period by an additional 15 business days. We will mail you a letter before the end of the 30-day research period explaining the reasons we need the additional time.

Please note if your written request concerns a request for the identity of, and address or other relevant contact information for, the owner or assignee of a mortgage loan then we will respond to your request within 10 business days from receipt of your request.

A trusted partner, since 1904