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Privacy

Community Loan Servicing, LLC recognizes the importance of keeping the personal information you provide to us private and secure. Community Loan Servicing, LLC has developed a comprehensive privacy policy and we use the latest technology to ensure that your personal information is secure.

Privacy Statement

The personal, private information you provide to Community Loan Servicing, LLC will be used in connection with processing, underwriting, funding and servicing the loan for which you applied for. Community Loan Servicing, LLC does not share any information about you or your company to unaffiliated third parties, except as necessary to process, underwrite, fund and service your loan and as permitted by law. Community Loan Servicing, LLC may share information regarding your transaction and account experience, including name and payment history, among our affiliated financial services companies to better serve your needs and notify you of financial services that might interest you, as permitted by applicable law. Community Loan Servicing, LLC does not share, distribute, sell or otherwise disseminate any information about you or your company, except as detailed above.

Click here for our Privacy Notice

Links

At certain places on this site, live “links” to other Internet addresses can be accessed (“Linked Sites”). Such Linked Sites contain information created, published, maintained, or otherwise posted by institutions or organizations independent of Community Loan Servicing, LLC does not endorse, approve, certify or control these Linked Sites and does not guarantee the accuracy, completeness, efficacy, timeliness or correct sequencing of information that they contain. Community Loan Servicing, LLC’s Privacy Policy does not apply to these Linked Sites. The privacy policies of these Linked Sites may differ from Community Loan Servicing, LLC’s, and you should review their polices before accessing them and/or submitting information.

Cookies

The purpose of this section is to explain how Community Loan Servicing, LLC protects and uses your personal information when using this site. We want you to know that information given to us is safe, secure and used in a responsible manner. We designed features of our site to let new visitors anonymously learn about our financial products and services without revealing their identities. For these new visitors, the only information we collect online is from cookies, pixel tags or similar devices, which provide limited data, such as the date, time and areas of our site that were visited, interactions on the site, and the Web path/domain where the visitor came from. Community uses this information only to recognize you and hold information during your visit to the site. This general information allows us to serve visitors better by continually improving our Web site and making it more convenient. In certain cases, you can choose not to provide us with the information, for example by setting your browser to refuse to accept cookies, but if you do you may be unable to access certain portions of the site. We may not be able to customize the site’s features according to your preferences.

If you decide to submit a loan payment to us on the Internet using our site, you may be asked to enter personal information online. We use advanced data-encryption and storage technology to protect your sensitive personal information. When you enter this information on the Community website, our systems automatically switch to “secure” mode.

Recent versions of most Internet browsers support the encrypted transmission of on-line documents and the data you enter on a web page. This means that instead of sending readable text, both your browser and the web site’s secure server encode all text using a security key. That way, personal data sent to your browser or data you send back would be extremely difficult to decode in the unlikely event it was intercepted by an unauthorized party. The key used for encoding is a random number that is unique to your session at the secure web site.

We maintain commercially reasonable security measures to protect the personal information we collect and store from loss, misuse, destruction, or unauthorized access. Our security includes physical, administrative, and technology-based measures. We use industry-standard encryption to protect data in transit and at rest. Our internal policies and procedures impose a number of standards to safeguard the confidentiality of personal information, prohibit the unlawful disclosure of personal information, and limit access to personal information. While we undertake these security measures, you acknowledge that no security measure or modality of data transmission over the Internet can be guaranteed to be 100% secure. We take security seriously; however, you should not expect that any personal information provided to us through the Site is free from the risk posed by unauthorized access.

Your Internet session is encrypted if your security-enabled browser is connected to a web site using the Secure Hypertext Transport Protocol. URL strings beginning with “HTTPS://” instead of the usual “HTTP://” indicate that the secure protocol is in effect. Your browser may also tell you if security is operating. For example, Netscape Navigator may display the icon in the lower left corner of your screen in secure mode. If 128-bit security is in effect, it shows the icon. Microsoft Internet Explorer shows an icon in either case. Note that security may be operating without any visible indication if the web page you are viewing employs frames (see below). If secure transmission is not in effect or only part of a frame-based page is secure, Netscape shows the “broken key” icon, and Explorer does not show the “lock” icon.

Most browsers can be set to give you a pop-up announcement when you enter or leave a secure web page. In Netscape, these settings are on the Security Preferences “General” tab. In IE, the setting is on the “Advanced” tab when you select “Options” on the View menu. Security may be operating without displaying any security icons (or Netscape may show the “broken key” icon) if only part of a frame-based page is employing security. You can verify the security of page within a frame by opening it in a new browser window. Both IE and Netscape allow you to open a link in a new window by right-clicking on the link and selecting that option from the pop-up context menu. When a secure page is open in its own window, instead of being viewed within a frame, you can then see the security icons provided by your browser as well as the “https://” secure protocol prefix in the URL string.

Changes to the Privacy Policy

Community Loan Servicing, LLC reserves the right to change its Privacy Policy at any time.

CALIFORNIA PRIVACY RIGHTS NOTICE

Additional Notice for California Residents

At Community Loan Servicing, LLC, we are mindful of our responsibilities under the California Consumer Protection Act (“CCPA”) (Cal. Civ. Code § 1798.100 et seq.) regarding the collection, use, and disclosure of your personal information, both online and offline. This online notice applies only to California residents who are subject to the CCPA.

Most visitors of our website are either representatives of businesses seeking to interact with us as part of their jobs, or individuals engaging with us in connection with using our financial products or services. Please note that personal information we obtain, use, or disclose through these business-to-business interactions or pursuant to the Gramm-Leach-Bliley Act (“GLBA”), or the California Financial Information Privacy Act (“CFIPA”) is exempt from the CCPA.

How We Collect, Use, and Share Personal Information

1. Personal Information of California Residents Collected in the Last Twelve Months

We collect information that identifies, relates to, describes, references, and is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household (“Personal Information”). In particular, we have obtained the following categories of Personal Information on California residents within the last twelve months:

  1. Identifiers such as real name, alias, postal address, email address, IP address, unique personal identifier, online identifier, account name, social security number, and driver’s license number, passport number or other government issued number, when you submit this information to create an account, apply for a loan, request to learn more about our financial products and services, or subscribe to email alerts.
  2. Any information that identifies, relates to, describes, or is capable of being associated with a particular consumer or household, including, the “identifiers” listed in (A), and the following: signature, insurance policy number, employment, employment history, bank account number, credit card number, debit card number, or any other financial information when you apply for or receive a loan which was then provided to us when we became your servicer.
  3. The following categories of protected classification characteristics under California or federal law: date of birth/age (40 years or older), gender, race, color, national origin, citizenship, or marital status, when you provide it to us.
  4. Internet or other similar network activity information, including, but not limited to, browsing history on our websites, search history, and information on your interaction with our websites or applications when you choose to visit and interact with our websites or applications. This information is not collected, analyzed, or maintained in a way that is personally identifiable. The only time we identify you personally is when you log in to your customer account.
  5. Audio information such as recordings of when you called into our support line; visual recordings or images in the form of CCTV at our local storefronts; and electronic information in the form of Internet or other electronic network activity information, as described above.
  6. Current or past professional or employment-related information, including job history, performance evaluations, position details, or references.

For each of the above categories, most of the Personal Information we have obtained was provided by you as part of your mortgage origination process, which was then provided to us when we became your mortgage servicer, or information we received from third parties in connection with processing, underwriting, funding, and servicing your loan. This information is necessary for us to service your mortgage loan in accordance with federal and state law.

We use commercially reasonable security measures to protect the information we have obtained, in accordance with federal and state regulations. Please visit our Privacy Policy for more information about the security measures to maintain information.

Please note that Personal Information does not include:

  • Publicly available information from government records
  • Deidentified or aggregated consumer information; and
  • Information exempted from the CCPA’s scope, including without limitation, the GLBA, the Fair Credit Reporting Act (FCRA), California Financial Information Privacy Act (CFIPA), the Driver’s Privacy Protection Act of 1994, and certain information associated with business-to-business transactions.

2. Our Use of Personal Information for Business Purposes in the Last Twelve Months

We use the Personal Information we obtain, identified in each of the above categories, for the business purposes listed below.

  1. Audits and reporting relating to particular transactions and interactions, including online interactions, you may have with us or others on our behalf
  2. Detecting and protecting against security incidents, and malicious, deceptive, fraudulent or illegal activity, and prosecuting the same
  3. Debugging to identify and repair errors in our systems;
  4. Providing services on our behalf or on behalf of another, including maintaining or servicing accounts, providing customer service, fulfilling transactions, verifying identity information, processing payments, and other services;
  5. Conducting internal research to develop and demonstrate technology;
  6. Conducting activity to verify, enhance, and maintain the quality or safety of services or devices which we may own, control, or provide;
  7. Preparing statistics and performing analysis to support our operations;
  8. Conducting surveys regarding our products, services, and client satisfaction; and
  9. Receiving and responding to inquiries.

3. Our Sharing of Personal Information in the Last Twelve Months

    1. Disclosures of Personal Information for Business Purposes

Community Loan Servicing, LLC does not share any information about you or your company to unaffiliated third parties, except as necessary to process, underwrite, fund and service your loan and as permitted by law. Within the last twelve months, we have disclosed Personal Information identified in the Categories A-F above only (i) at your express request; (ii) as part of an exempt business-to-business commercial transaction; (iii) in connection with providing you a financial service or product for personal, family, or household, pursuant to the GLBA; or (iv) to our service providers for the business purpose(s) described above.

When we disclose Personal Information for a business purpose, we execute a contract that describes the purpose and requires the recipient to keep Personal Information confidential and not use it for any purpose except performing the contract.

    1. No Sales of Personal Information

We do not sell Personal Information within the meaning of the CCPA nor do we plan to sell Personal Information. If that changes, we will let you know in advance and provide you with information so that you may understand and exercise your right to opt-out of the future sale of your Personal Information.

Please note that we do not collect, use, sell or disclose Personal Information of individuals we know to be under the age of 18 to business partners or third parties.

Privacy Rights and Choices For California Residents

If you are a California resident, the CCPA provides you with certain rights related to your Personal Information. This section describes your CCPA rights and explains how to exercise those rights.

As discussed above, the CCPA does not apply to all or nearly all information we obtain, use, or share as part of our role as a financial institution or resulting from certain business-to-business transactions. We will, however, continue to evaluate our business-to-business activities throughout 2020 and update our Privacy Policy consistent with California laws and regulations, where applicable.

    1. Access to Personal Information and Data Portability

You have the right to know what Personal Information we have obtained and disclosed about you for a business purpose in the last twelve months. Once we receive and confirm your verifiable consumer request, we will disclose to you any or all of the following:

      • The categories of Personal Information we collected about you;
      • The categories of sources from which the Personal Information was collected;
      • Our business or commercial purpose for collecting that Personal Information;
      • The categories of third parties with whom we share that Personal Information;
      • The specific pieces of Personal Information we collected about you (or portability request); and
      • If we disclosed your Personal Information for a business purpose, a disclosure identifying the categories of Personal Information that each category of recipient obtained.

We are not required to comply with a verifiable consumer request for access or data portability twice within a 12-month period.

    1. Deletion Request

You have the right to request that we delete (and direct our service providers to delete) Personal Information we collected about you and retained, subject to certain exceptions. We may deny your deletion request if retaining the information is necessary for us or our service provider(s) to:

      • complete the transaction for which we collected the Personal Information, provide a good or service that you requested, take actions reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform our contract with you;
      • detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, or prosecute those responsible for such activities;
      • debug products to identify and repair errors that impair existing intended functionality;
      • exercise free speech, ensure the right of another consumer to exercise their free speech rights, or exercise another right provided for by law;
      • comply with the California Electronic Communications Privacy Act;
      • engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when the information’s deletion may likely render impossible or seriously impair the research’s achievement, if you previously provided informed consent;
      • enable solely internal uses that are reasonably aligned with consumer expectations based on your relationship with us;
      • comply with a legal obligation; or
      • make other internal and lawful uses of that information that are compatible with the context in which you provided it.
    2. Opt-out of Sale of Personal Information

The CCPA provides you with the right to direct us to not sell your Personal Information. However, as discussed above, we do not engage in the sale of Personal Information as contemplated by the CCPA.

    1. Non-Discrimination

We will not discriminate against you for exercising any of your CCPA rights. This means that we may not deny you goods or services, charge you different prices or rates for services or provide you with a different level or quality of services (or suggest that we will do so), in response to a request made under the CCPA.

We may, however, charge different prices or rates, or provide a different level or quality of goods or services, if that difference is reasonably related to the value provided to us by your Personal Information.

    1. Exercising Your CCPA Rights

To exercise one or more of the above rights, you or someone you authorize, may submit a request by:

      1. Calling us toll-free at (800) 457-5105
      2. Writing us at Community Loan Servicing, LLC, Customer Support Department, 4425 Ponce De Leon Boulevard, 5th Floor, Coral Gables, FL 33146

However, as discussed above, the CCPA does not apply to all or nearly all information we obtain, use, or share as part of our role as a financial institution or through certain business-to-business transactions, and we will not include any of that information in responding to your request.

Please note that we are not responsible for notices that are not labelled or sent properly, or that do not have complete information. If applicable, we will provide you with information on how to submit the request or remedy any deficiencies with the request. Responses to your CCPA request will be delivered in the same manner that we received it.

    1. Verifiable Request

As required under applicable law, we take steps to verify your identity before granting you access to information or acting on your request to exercise your rights. You must provide us with enough information to allow us to reasonably verify you are the person about whom we collected Personal Information, or an authorized representative, and describe your request with sufficient detail that allows us to properly understand, evaluate, and respond to it. Please include the statement “Attention: California Privacy Rights Request” in the body of your written request, as well as your name, email address, phone number, property address, and Community account number. We may limit our response to your exercise of the above rights as permitted under applicable law.We will review each request carefully and respond accordingly within the timeframe established by the CCPA.

    1. Agent Authorization and Disability Access

You may designate an authorized agent to make a CCPA request for personal information on your behalf. To designate an authorized agent to act on your behalf, you must provide the agent with written permission to do so and provide proof of your identity. Written permission may include a power of attorney sufficient under California Probate Code §§ 4121 to 4130.

You may also make a verifiable consumer request on behalf of your minor child, but you must also provide proof that you are that child’s parent or legal guardian.

Consumers with disabilities may access this notice in an alternative format by calling our Text Teletype (TTY) line at (877) 676-1565.

Other California Privacy Rights

  1. California “Shine the Light” Law (Civil Code Section § 1798.83)
    Under the Shine the Light Law, a California resident may ask us to refrain from sharing your Personal Information with third parties for their direct marketing purposes. We do not share Personal Information of California residents with third parties for their marketing purposes.
  2. California Do Not Track Disclosure
    Our website and applications are not designed to respond to “Do Not Track” requests from browsers.

Contact Information Regarding this California Notice

You may contact us with questions or concerns about our privacy policies or practices and your choices and rights under California law by writing us at Community Loan Servicing, LLC, Customer Support Department, 4425 Ponce De Leon Boulevard, 5th Floor, Coral Gables, FL 33146 or calling us toll free at (800) 457-5105.