Protecting the confidentiality and security of our customers', both current and potential, personal information is a priority for Countrywide and its family of companies. Consistent with this commitment, we would like to take this opportunity to remind our customers to exercise caution when responding to unsolicited offers that claim to be from Countrywide. Unfortunately, there are many unscrupulous individuals attempting to lure unsuspecting consumers to respond to fraudulent offers via newspaper or online ads, phone calls and emails - sometimes using Countrywide's good name and logo to make the offers appear legitimate.

At Countrywide, we believe the more you understand about these fraudulent scams, the better you'll be able to take precautions to protect yourself. From time to time, Countrywide will post information about these scams here, including information that can help you identify the fraudulent offers, and tips to help protect you or a member of your family from becoming a victim.

determining if an offer is from Countrywide
If you are having trouble determining if an offer you received is a legitimate offer from Countrywide, you may call any of the Toll Free numbers listed below. Current Countrywide customers can log in to their online account and securely communicate with Countrywide via the website.

If you are unable to log in and/or do not have a Countrywide online account setup, then please contact our Customer Care Department by dialing one of the following Toll Free numbers:

       Home Loan Accounts: 1-800-669-6607
       Bank and Deposits Accounts: 1-800-283-8875
       Insurance Accounts: 1-800-669-6657

protect against advance-fee or up-front payment loan scams
Advance-fee or up-front payment loan scams prey on consumers who may be under financial duress and may be seeking quick and easy loan approval and funding. The scam typically involves the fake/phony lender making false promises to arrange for a loan in return for fees paid up-front by the loan applicant. They design web sites and online loan applications giving the appearance that the offer and company are legitimate.

The following are warning signs that may indicate a loan offer is not legitimate:

• The loan approval is "guaranteed." Most Lenders do not typically guarantee loans before analyzing the applicant's financial condition, credit history and ability to repay.
• The loan applicant is required to pay up-front fees to a third party or individual. Most loan fees are normally paid to a Lender after the loan has been approved.
• The lender or loan processor may be located outside of the United States.
• Fees are requested using a retail wire transfer system (like Western Union). (Note: A password is sometimes used by the overseas receiver to pick up the funds in an attempt to hide the true identity of the criminals and make funds more difficult to trace.)
• The lender pressures you to act immediately and refuses to provide its street address location.
• When you telephone, no one is ever "in"; your calls are not returned, or the voicemail box is always "full."

Countrywide does not "guarantee" loan approval without first undertaking an appropriate underwriting review of your financial situation. Countrywide typically charges only minor fees, such as a Credit Reporting Fee, up-front when we are reviewing your credit for the Loan Application and this fee is usually refunded to you when your loan closes.

example of an advance-fee or up-front payment loan scams
Countrywide learned recently of two advance-fee loan scams fraudulently using Countrywide's name. One offer falsely claims to be from "Countrywide Financial, a member of the North American Business Registry". The other claims to be from "Countrywide Insurance Group, a U.S. approved Loan Protection Insurance company". Neither entity is an actual company associated or affiliated with Countrywide in any way. In both scams, it appears that victims, after responding to a newspaper ad or completing an online application, receive what appears to be a legitimate loan application (see example below) with instructions indicating that the loan funds would be provided after a deposit to "secure the loan" was sent via Western Union to an individual in Canada. Beware of these two scams and others like them.

protect against email fraud
Our login process helps you determine whether you are on a valid Countrywide website before you provide any personal information, such as a password. It also deters fraudsters from accessing your personal information.

Please remember our login process in order to decrease the risk of you providing personal information to fraudsters:

• First step is to enter your Username and click LOG IN
• Next step is to see your personalized Site ID Image and Phrase displayed. If the correct Site ID and Phrase are displayed, you can safely enter your Password and Click LOG IN.
• IMPORTANT: If you see a different Site ID Image or Phrase, DO NOT enter your password as you may have landed on a Phishing website.

If you are unsure about an email that appears to be from Countrywide, take the following precautions:

• Do not reply to the email with any personal information such as username, password, account number, social security number or driver’s license. Countrywide never asks for this information via email.
• Do not click on any links. Instead, open a new browser window and go directly to www.countrywide.com.
• Do not open attachments.

Fraudulent emails will often:

• Ask for personal information. Fraudulent emails often begin with a generic, sometimes urgent, message and may claim that your information has been compromised, that your account has been locked, or ask you to log in for verification purposes.
• Appear to come from a legitimate source. While some emails can be easily identified as fraudulent, others may appear to come from a legitimate address or a trusted online source. Do not rely on the name or address in the "From" field, as this field can be easily altered.
• Contain links to fraudulent websites. Fraudulent emails may direct you to counterfeit websites carefully designed to look legitimate. One way to know if the website you are directed to is legitimate is to check the URL or "address" window of your browser (typically found near the top of your internet browser, on the left hand side of the page). Often, fraudulent websites have URLs or addresses that do not contain the name "Countrywide" or include words and terms that will enable you to quickly realize that the website is not associated with Countrywide. Remember, don’t follow links embedded in emails. Go directly to Countrywide’s website at www.countrywide.com.
• Contain real phone numbers. Some of the telephone numbers listed in fraudulent emails may be legitimate, connecting to actual companies. Fraudsters include these phone numbers, as well as some legitimate links, in an effort to make the email appear legitimate.
• Contain poor grammar. Fraudulent emails often contain poor grammar and broken graphics.

example of fraudulent email
Many fraudulent emails are sent and circulated daily. They claim to come from a wide variety of sources, including Countrywide.

Below is an example of an actual fraudulent email. Countrywide did NOT send this email, but this will give you an idea of what fraudulent emails may look like. And you may have personally received other fraudulent emails that differ from this example.

Remember: don’t follow the links found in emails like this, and do not reply to these types of emails with personal information of any sort.

what to do if you are a victim
The following steps outline what you should do if you believe you are a victim of email fraud or other fraud scams being attempted today.

1 - Report the scam:
If you believe you have been a victim of an advance-fee loan scam, file a police report with your local law enforcement agency, and report the fraudulent company to the Better Business Bureau (BBB) and/or your State Attorney General.

You should also file a complaint with the FTC. The FTC works for the consumer to prevent fraudulent, deceptive, and unfair business practices in the marketplace and to provide information to help consumers spot, stop, and avoid them. To file a complaint or to get free information on consumer issues, visit www.ftc.gov or call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261.

Although the FTC generally does not intervene in individual disputes, the information you provide may help indicate a pattern of possible law violations requiring action by the Commission.

2 - Provide sample of scam and/or email materials to Countrywide:
       E-mail: fraud_hotline@countrywide.com
       Phone: 1-877-CUFRAUD (283-7283)
       Fax: 1-805-306-7158

3 - If you have responded to an email that may be fraudulent, think your identity has been stolen, affecting any of your loans or accounts with any of the companies in the Countrywide family, or resulting in the establishment of a fraudulent relationship with us, please contact us immediately at:
       E-mail: fraud_hotline@countrywide.com
       Phone: 1-877-CUFRAUD (283-7283)
       Fax: 1-805-306-7158

4 - If you are a Countrywide online customer and believe your personal information has been compromised, please take the following steps:

1. In a new browser window type www.countrywide.com
2. Attempt to log in
   1. If you are able to log in and confirm your personalized Site ID and Phrase then
      1. change your password immediately
      2. verify your personal information, including email address, phone number and mailing address
   2. If you are unable to log in please contact our Customer Care Department immediately by dialing one of the following Toll Free numbers:
      Home Loan Accounts: 1-800-669-6607
      Bank and Deposits Accounts: 1-800-283-8875
      Insurance Accounts: 1-800-669-6657
      
      
3. Forward the suspect email to fraud_hotline@countrywide.com

learn more about protecting yourself
To learn additional ways to protect yourself from fraud and identity theft, click here.

To educate yourself more on the threats of advance-fee loan scams, download a copy of the FTC's publication about Advance-fee Loan Scams and make it available to your family and friends!