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Mortgage Servicing COVID-19 Pandemic Response Metrics: Observations from Data Reported by Sixteen Servicers

In Spring of 2021, the CFPB obtained data from 16 large mortgage servicers to identify areas of risk in the servicers’ COVID-19 pandemic response as part of its supervisory oversight. The CFPB’s data requests focused on key metrics including call center data; forbearance requests, denials, and exits; delinquency; and borrower profiles. This report presents data for these metrics from December 2020 through April 2021 and the CFPB’s observations based on the data.

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