Error resolution, information requests, and Qualified Written Requests
You have certain rights under Federal Law related to resolving errors in the servicing of your mortgage loan, requests for information and submitting Qualified Written Requests (QWR) as defined under federal law. Simmons Bank has established the following designated address to receive written errors, information requests or QWR’s:
P.O. Box 7009
Pine Bluff, AR 71611
Please include your name, contact information and mortgage loan account number on your written request. We will acknowledge your written request within 5 business days and generally have 30 business days to respond. If we need more time we will notify you prior to the end of the 30 day period that we may take an additional 15 business days to respond to your written request.
If asserting an error please describe in detail why you believe an error has occurred. We will determine whether an error occurred and correct any error identified promptly. You will receive a written explanation upon completion of our investigation; even if it is determined no error occurred. You may request copies of the documents we used to complete our investigation.
For information requests, please explain in detail the information you are requesting. We will conduct a reasonable search for the information you are requesting and send you a written explanation if the information requested is not available.
Certain types of requests (identified below) require a shorter response time:
- If your written request concerns a failure to provide an accurate payoff balance upon request we will respond to your request within 7 business days from receipt of your request.
- 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.
You don’t need to decide if your request is a written error, information request or QWR, just send your written request to the above address and we will respond in the timeframes required by federal law.