Getting bounced between departments? Told different things by different reps? California's Homeowner Bill of Rights requires a dedicated Single Point of Contact. That's the law—and if they violate it, you have a claim.
Under California Civil Code § 2923.7, when you request a foreclosure prevention alternative (like a loan modification), your servicer must assign a Single Point of Contact—one person or a small team who handles your case from start to finish.
This isn't just about convenience. Before HBOR, servicers routinely "lost" documents, gave contradictory information, and blamed the runaround on organizational complexity. The SPOC requirement was designed to end that chaos.
If you've been told "I can't help you, call this other department" repeatedly, or given conflicting information by different reps, your servicer is likely violating the SPOC requirement. Document every call.
Your assigned SPOC (or SPOC team) must:
These are the patterns I see repeatedly in foreclosure cases. If any of these sound familiar, you may have a claim:
You request a modification but no one tells you who your point of contact is. You call the general number every time and talk to whoever answers.
They give you a name but the person never answers, never returns calls, and their voicemail is full. You can't actually reach them.
Every call gets transferred 3-4 times. No one has your file, no one knows your status, and you have to re-explain everything each time.
One rep says your application is complete. Another says you're missing documents. A third says you were denied weeks ago. No consistency.
Your "SPOC" can only read scripted responses and must escalate every question. They can't actually make decisions or stop anything.
You fax documents to your SPOC. They claim never received. You send again. "Not in system." This happens repeatedly.
If you want to pursue a claim, you need evidence. Here's how to build your case:
After every call, write down:
California is a two-party consent state—you can't record without the other party's knowledge. However, when you call, the servicer's recording announces "this call may be recorded." When you hear that, state clearly: "I acknowledge this call is being recorded and I'm also recording." Now you can record.
Put key requests in writing via certified mail. Ask specifically:
Every letter, email, fax confirmation, and notice. When documents "disappear," you can prove you sent them.
Send this when you're not getting proper SPOC service. It puts them on notice and creates a record of their failure.
Under CC § 2924.12, if a servicer violates the SPOC requirement and you suffer harm, you may recover:
Even if SPOC violations alone don't stop your foreclosure, they demonstrate servicer misconduct that strengthens dual-tracking claims, wrongful foreclosure suits, and settlement negotiations. Document everything.
No—the statute allows for a "single point of contact" which can be a team. But the team must function as a unit: any team member should have access to your file, know your status, and be able to help you.
What's not acceptable is being transferred to random departments where no one knows your case. The "team" must actually coordinate.
The SPOC requirement is triggered when you request a "foreclosure prevention alternative"—which includes loan modification, forbearance, repayment plan, short sale, or deed-in-lieu.
Once you make that request, the servicer must assign the SPOC promptly. If you've asked for a modification and no one has identified themselves as your SPOC, that's a violation.
SPOCs can change—employees quit, get reassigned, etc. The issue is whether the transition is seamless. A new SPOC should have your complete file and know your application status without you starting over.
If you're told "your previous contact is no longer here and we have no record of your application," that's a serious violation.
Technically yes, but as a practical matter, SPOC violations are usually combined with other HBOR claims (dual tracking, failure to evaluate modification applications, etc.).
SPOC violations show a pattern of servicer misconduct that strengthens your overall case. They're evidence of systemic problems, not just isolated mistakes.
Yes. Federal RESPA has a "continuity of contact" requirement under 12 CFR 1024.40. It's similar to California's SPOC requirement but with different remedies.
In California, you can combine state HBOR claims with federal RESPA claims for maximum leverage.
SPOC violations are a sign of systemic problems. I can help you document the misconduct, demand compliance, and build a case for damages if they've harmed you.