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ć privacy and security
at Countrywide |
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Your Privacy |
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The opportunities you deserve, the privacy you expect |
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For more than 30 years, Countrywide has been a trusted leader in home loans. The
Countrywide family of companies is now part of the Bank of America family of companies. |
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Our primary focus is on empowering you to meet your homeownership goals by offering
a wide range of financial products and services. This notice explains how we protect
and use your information in a safe, secure and responsible manner. When used in
this policy, "we," "our," and "us" refer only to the Countrywide family of companies
specifically identified in the section titled "Benefits to sharing within our family
of companies and the other Bank of America companies" below and do not refer to
the other Bank of America companies. This policy does not explain how the other
Bank of America companies manage customer information and what actions you can take
regarding how the other Bank of America companies use and share your information.
Please visit bankofamerica.com/privacy
for more information on the policy of the
other Bank of America companies. |
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We offer you products and services at a lower cost or with greater convenience by
sharing limited information within our family of companies, within the other Bank
of America companies, and with carefully selected business partners. |
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Your protection is our priority |
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We strive to safeguard your data. We do this by: |
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- setting policies and procedures for carefully handling your information;
- limiting employee access to sensitive information;
- protecting against unauthorized access to customer data using data encryption, authentication,
and virus detection technology;
- requiring service providers who do business with Countrywide to comply with privacy
laws;
- auditing company security practices;
- monitoring our websites through recognized online privacy and security organizations
such as Cybertrust Corporation; and
- conducting background checks on all employees and providing privacy training.
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About our websites |
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Our systems automatically switch to "secure" mode when you are asked to enter personal
information on a Countrywide website (such as your loan number, account number or
Social Security Number). To keep your data safe, we use: |
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- Encryption and authentication technology
- Website design that blocks or limits online display of customer information when
not necessary for the transaction
- IDs and passwords to protect customer information
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For more details on Internet security, please see our
"About Internet Security" section. |
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Use of cookies, Web beacons and similar files |
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We design many features of our website so new visitors may anonymously learn about
our products and services, view today’s rates and use our educational tools without
revealing their identity. For new visitors, we use "cookies" and
Web beacons to collect limited data (such as the date, time and areas of
our website visited and the website the new visitor came from). When you select
one of our products or services, review your accounts online or respond to marketing
materials sent to you directly, we will try to identify your browser and may combine
information from "cookies," Web beacons and other information collected online with
any other data we maintain about you. By improving the marketing and content of
our website and making your online experience more convenient, we are able to better
serve our customers’ financial needs. |
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Cookies are required to access your online accounts |
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You can have your web browser disable "cookies", but if you turn off "cookies," it
is not possible to access your online accounts. Cookies are used for security purposes
when you log into your account so that we can recognize your computer. Cookies used
to access your online account are encrypted and used solely to support your online
account activity. |
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Similar files |
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Countrywide sometimes uses technologies similar to cookies to store information.
For example, we also use files called Flash objects to help assure security as part
of the online account log-in process. Flash object files are also encrypted and
used solely to support your online account activity. |
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How we obtain and use information |
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To fund and service your loan, comply with government regulations, improve our products
and services, and better understand your financial needs, we collect and maintain
customer and former customer data. We collect information: |
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- you provide us on applications and other forms (such as your name, address, phone,
Social Security and account numbers, assets, income and employment history);
- about your transactions with us (such as your loan balance, payment history and
other account information);
- about your credit history from a credit reporting agency; and
- about you or your property from business partners and service providers (such as
a property appraisal, purchase contract or membership number).
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We disclose some of this data to third parties (such as credit reporting agencies,
regulators and loan investors). We may share some of this information with companies
performing services on our behalf (such as the vendor who prepares our monthly statements).
These service providers agree to keep the information confidential and not use it
for any other purpose. |
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Additionally, to provide you with valuable product and service offerings, we share
this information (such as a list of customers in a certain income range) within
our family of companies and the other Bank of America companies and share limited
information with business partners who are obligated to maintain the confidentiality
of your information. |
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Benefits to sharing within our family of companies and the other Bank of America
companies |
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To offer and recommend valuable products and services, we may share customer and
former customer information within our family of companies and the other Bank of
America companies. The other Bank of America companies include financial service
providers, such as a brokerage company and a credit card company, and nonfinancial
companies such as operation and servicing subsidiaries. |
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The Countrywide family of companies are: |
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- New Home Loans – Countrywide Bank, FSB offers new home loans, home equity
loans and lines of credit, and many refinancing options.
- Home Loan Servicing – Countrywide Home Loan Servicing LP provides industry-leading
customer service and easy access to your home loan account information.
- Insurance – The Countrywide Insurance Group of companies* offer homeowners,
life, auto, disability, home warranty and other insurance products.
- Loan Closing Services – The LandSafe family of companies offers title and
escrow services, title insurance, credit reporting, property appraisals and flood
zone determinations.
- Investments – Countrywide Investment Services, Inc. ± offers investment planning,
mutual funds, IRAs, Roth IRAs, IRA and 401(k) rollovers, stocks, bonds, and fixed
and variable annuities.
- Banking – Countrywide Bank, FSB offers savings, CDs, money market accounts,
new home loans, home equity loans and lines of credit, and many refinancing options.
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All of the companies in the Countrywide family follow the same policies and procedures
described in this notice. |
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As Countrywide Financial continues to expand its Global Operations, we also look
for ways to enhance customer satisfaction in the United States by using our resources
overseas. Our mission is to quickly respond to your homeownership and financial
needs. |
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Benefits to sharing outside our family of companies |
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To make products and services available, often at a savings to you, we may prudently
share some customer and former customer non-public personal information with business
partners under an agreement requiring the partner to keep the information confidential
and only use it for those offers. |
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You have choices |
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You may limit how we share your personal information. This is called a right to
"opt out." You have three options to consider. |
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Continue receiving valuable and convenient product and service offers
You can enjoy the benefits of valuable product and service offerings without taking
any action. |
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Opt out of information sharing to third parties outside the Countrywide family of
companies
This choice would stop us from sharing certain non-public personal information with
our carefully screened business partners. This may limit our ability to inform you
of valuable and convenient products and services from partner companies. This choice
will not apply to the other Bank of America companies sharing with third parties.
With respect to how the other Bank of America companies share nonpublic personal
information with third parties, you will need to express your preferences separately
as described in the policy of the other Bank of America companies at bankofamerica.com/privacy. |
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Opt out of information sharing within the Countrywide family of companies and the
other Bank of America companies
This choice would stop us from sharing non-public personal information across all
of the Countrywide family of companies and the other Bank of America companies.
This may limit our ability to offer conveniences such as a tailored savings quote
on homeowners insurance, a custom financial investment plan, and other financial
service offers. |
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For loans to multiple borrowers, we will apply an opt out by any borrower to all
borrowers on the loan. If you opt out, we will continue to share non-public personal
information with our service providers (such as the vendor who prepares our monthly
statements), with third parties as required or permitted by law (such as credit
reporting agencies or regulators), and share transaction and experience information
(such as your loan balance or payment history) within the Countrywide family of
companies and the other Bank of America companies. |
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During the application process, you will receive a privacy notice that includes
a toll-free telephone number to call if you want to opt-out. Please have your account
and billing information available when you call. If you have any questions about
our privacy policy, please send an e-mail message to
privacypolicy@countrywide.com. |
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In today’s dynamic market, opting out may mean missing timely information about
products and services that help you accomplish your homeownership and other financial
goals. It’s something to think about carefully. We don’t want you to miss out on
any opportunities. |
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You may have other privacy protections under state law. For example, we have different
information sharing practices in the following states: |
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Notice to CA Residents: We will provide a separate short form notice describing
the rights of California residents to opt out under California law, including rights
to opt out of affiliate sharing. We will only share non-public personal information
as required or permitted by law. |
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Notice to ND Residents: We will share information within the Countrywide
family of companies and the other Bank of America companies unless you opt out by
calling the number provided in the privacy notice you receive during the loan application
process. If you opt out, we will continue to share only transaction and experience
information (such as your loan balance and payment history) within the Countrywide
family of companies and the other Bank of America companies. In addition, we will only share information with our service
providers and with third parties as required or permitted by law. We may also disclose
your non-public personal information with your written consent. |
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Notice to VT Residents: We will not share non-public personal information
with anyone except our service providers and third parties as required or permitted
by law. We will share transaction and experience information (such as your loan
balance and payment history) within the Countrywide family of companies and the
other Bank of America companies. We may also share information with your consent
or at your direction. |
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Please review the website privacy notices of the companies listed below for state-specific
information of other members of the Countrywide family: |
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Countrywide Insurance Services
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Balboa Insurance Group
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Countrywide Investment Services
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Countrywide Bank
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Countrywide websites may contain links to other companies not in the Countrywide
family for your convenience and information. If you access those links, you will
leave the Countrywide website. We encourage you to review the privacy policy of
any company before submitting your personal information.
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How to confirm accuracy of your information |
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We commit to maintain accurate and up-to-date information on all of our customers.
We provide access to account information in many ways – over the phone, in online
and paper statements, and other communications. If you believe any of your information
is incorrect, please notify us immediately using the customer service number provided
on your account statement. We will respond timely to your request to correct inaccurate
account or transaction information. However, in order to protect your information,
we may ask to verify your identity and for other details to respond to your request. |
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Notification of changes |
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The policies and practices in this section replace all previous notices or statements
about your privacy rights at Countrywide. If we make any significant changes, we
will notify you and only apply those new changes to future use of your information.
If we make such changes, we will also revise the policy effective date, so that
you can keep track of when those changes occur. |
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Policy Effective Date: July 1, 2008 |
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* Countrywide Insurance Group consists of Balboa Insurance Company, Meritplan Insurance
Company, Newport Insurance Company, Newport E & S Insurance Company, Balboa Life
Insurance Company, Balboa Life Insurance Company of New York and Balboa Warranty
Services Corporation.
± Securities products offered through Countrywide Investment Services, Inc. Member
SIPC. Insurance products offered through Countrywide Insurance Services, Inc. (CW
Insurance Agency in New York), an insurance agency affiliate. Not available in all
states.
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NOT FDIC INSURED |
NOT GUARANTEED BY ANY BANK |
NOT A DEPOSIT |
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MAY LOSE VALUE |
NOT INSURED BY ANY FEDERAL GOVERNMENT AGENCY |
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ć about internet security |
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How Does Browser Security Work? |
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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 website'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 website.
There are two grades of internet security: International-grade encryption uses a
40-bit random number negotiated between your browser and the web server. This means
that only one out of about 1,000,000,000,000 possible decoding keys can be used
to decipher your data. Domestic-grade encryption uses a 128-bit key, so that the
number of possible keys is vastly larger. The Countrywide site uses the highest
grade of encryption supported by your browser and your internet connection.
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How Do I Know If Security Is Operating? |
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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,
Mozilla’s Firefox will display the
icon in the lower right corner of your screen in secure mode. Microsoft Internet
Explorer shows a
icon. 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,
Firefox shows the "red-slashed lock"
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 Firefox, these settings are on the Security section when you
select "Options" on the Tools menu. In IE, the setting is on the "Advanced" tab
when you select "Options" on the View menu.
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Secure Mode and Frame-Based Web Pages |
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Security may be operating without displaying any security icons (or Firefox may
show the "red-slashed lock" icon) if only part of a frame-based page is employing
security. You can verify the security of a page within a frame by opening it in
a new browser window. Both IE and Firefox 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. |
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ć cookies,
Web beacons |
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Cookies |
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When you visit a website, a small file called a "cookie" may be saved to your computer’s
hard drive during your visit. When you revisit the site, the website’s server may
open the cookie file and access the stored information. You can usually set your
browser to limit or let you know about cookies that a website places on your computer.
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Web Beacons |
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A Web beacon is a graphic image (such as a pixel tag or clear GIF) that is placed
on a web page or in an e-mail message to monitor user activity (such as whether
the web page or e-mail message is read or clicked). They are often invisible because
they are very small in size. They are also used on many web pages for alignment
purposes. We sometimes use Web beacons to provide an independent accounting of how
many people visit our websites or to gather statistics about browser usage at our
websites. Some of our web pages and HTML-formatted e-mail newsletters use Web beacons
in conjunction with cookies. It is difficult for you to limit the use of Web beacons
because there is no easy way to distinguish their use from alignment and other purposes.
They may be loaded from a different web server than the rest of the page.
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Third Party Advertising |
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We sometimes use third party advertising companies to serve our internet ad banners
on our site and other sites on which we advertise. If you click on one of those
ads, you will be directed to one of the Countrywide Financial sites offering that
particular product or service. If you view a web page where our ads appear, the
advertising company may place a cookie on your computer or use a Web beacon to access
a cookie they previously placed on your computer. These companies do not collect
information that can identify you personally, but may use information about your
visits to our sites and other sites to measure the effectiveness of ads. We do not
give any personally identifiable information to these companies. Unless you are
first notified, these advertising companies do not link any online actions or cookie
to any information that can be used to personally identify you (such as your name,
address or e-mail address). The companies that distribute our ads are prohibited
by contract from using information other than for the agreed upon purpose – to help
us market our products and services and to measure response rates.
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Third party advertisers are subject to their own privacy policies. Currently, we
use web beacons provided by Doubleclick, Yahoo!, Google, and MSN. If you prefer
that Doubleclick does not record your information by means of these web beacons
on our website, please click
here.
If you prefer that Yahoo! not record information by means of these Beacons on
our web site, visit Yahoo! at
http://info.yahoo.com/privacy/us/yahoo/webbeacons/details.html to opt out.
To view Google’s privacy policy, visit
http://www.google.com/privacy.html. To view MSN’s privacy policy, visit
http://advertising.microsoft.com/microsoft-adcenter/privacy-policy.
To prevent other advertising companies from placing cookies on your computer, you
may adjust the privacy settings for your browser to block or filter cookies, or
visit each website individually and opt-out.
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Similar Devices |
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For example, we include URLs in e-mail marketing materials sent directly to you (such
as special offers) so that we can identify that it is you responding to the campaign
and provide details on the offer available to you. |
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ć shared
secrets |
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What are Shared Secrets?
Shared secrets are the most common security method for accessing confidential information.
A shared secret is something known to both the user and the holder of the confidential
information. The most common shared secrets are a user ID and password. These shared
secrets allow the user to log into the site of the holder of confidential information
such as a financial institution or online merchant. Shared secrets form an integral part of user authentication
in today's online environment.
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Protecting Your Shared Secrets
Protecting your shared secrets ensures that information accessed via those shared
secrets is protected. You should never record your shared secrets electronically
such as in documents or spreadsheets. In the event of a compromise of your computer
hard drive, your shared secrets can be compromised as well placing all the data
protected by those shared secrets at banks and merchants at risk. Likewise you should
never store credit card numbers, expiration dates, bank account number, social security
numbers, driver’s license number or other personal identifying information electronically
on your computer for the same reason.
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Your shared secrets should never be revealed in response to unsolicited e-mails.
Criminals attempt to obtain individual’s personal identifying information and use
that information illegally such as to open and/or use credit cards, obtain phone
or utility accounts, obtain loans, work, open bank accounts and/or pass fraudulent
checks using a technique called
"phishing" (http://www.ftc.gov/bcp/edu/pubs/consumer/alerts/alt127.shtm).
Criminals may also attempt to obtain that information over the phone posing as
a survey taker, telemarketer or other unsolicited caller
("pretexting") (http://www.ftc.gov/bcp/conline/pubs/credit/pretext.shtm). |
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Common Shared Secrets
To minimize the potential compromise of your shared secrets, you should avoid commonly
used secrets such as names (yours, your spouse's, your children's, parents),
common terms that appear in the dictionary (brute force attacks to crack passwords
often use dictionaries in an attempt to randomly match the password), exclusively
numbers (numbers range from 0 to 9 for each character where letters range from a
to z creating 26 potential variations or 52 if case sensitive). The best passwords
are a combination of both letters and numbers where the letters do not spell words
that could be found in a dictionary and the password is of sufficient length, 6
characters or preferably more, to make brute force attacks harder.
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We suggest you do not use shared secrets across multiple domains (e.g. websites).
If you use the same logon and password while shopping or surfing online as you use
for your bank, if one of the online merchant sites is compromised, your user ID
and password could then be used to access your bank information. Not all websites
apply the same level of security to their database. The use of a single logon ID
and password across multiple sites is only as secure as the least secure site.
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What Do I Do If My Shared Secrets are Compromised?
Immediately change your shared secrets with all sites on which you have used the
same shared secrets. Follow the instructions What Should I
Do if I Become a Victim of Identity Theft?
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ć identity
theft |
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What is Identity Theft?
Identity theft is when someone takes and uses your personal information (such as
your name, social security or credit card number) without your permission to commit
fraud or other crimes. These criminals take the identities of others to open new
credit cards; obtain phone or utility accounts, loans, or employment; open bank
accounts; and/or pass fraudulent checks. According to the FBI, identity theft is
the fastest growing crime in America.
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How Does Identity Theft Occur?
Criminals gain access to personal information in many ways, but the most common
method is to take it from the victim themselves. They steal mail (such as account
statements, new checks and offers of credit) left in a mailbox, discarded in the
trash or stored in an easy to get to location in your home or office. They take
credit card and personal identification from your purse or wallet. Without knowing
it, you may give the information directly to the criminal when you enter data at
an unsecured or unknown website, or in response to a fraudulent request for account
information through an unverified e-mail
("phishing") (http://www.ftc.gov/bcp/edu/pubs/consumer/alerts/alt127.shtm).
Imposters also ask for information from you in unsolicited phone calls, tricking
you into thinking it is someone you know, such as your bank
("pretexting") (http://www.ftc.gov/bcp/conline/pubs/credit/pretext.shtm).
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What Happens to the Victim?
Identity thieves can damage the credit reputations and lives of victims. Studies
have shown that victims spend an average of $808 and 205 hours resolving the identity
theft. Time and money is spent clearing credit reports, reporting the theft to lenders
and merchants, and filing complaints with law enforcement and governmental agencies.
One of the menacing problems of identity theft is that it can happen more than once.
Once the initial incident is resolved, the thief may begin using the victim’s identity
again after waiting 6 months to a year and the cycle begins all over again. |
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How Can I Prevent Becoming a Victim?
Identity theft requires someone to gain access to your personal information. You
can take steps to decrease the risk of someone stealing your information.
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- Destroy papers you throw out. Shred or completely destroy any documents that
contain personal information before discarding them in the trash. This includes
information about you, your family, your home, or your accounts such as credit card
solicitations, pre-approved credit offers, convenience checks contained in your
statements, bills, cancelled checks, loan offerings, ATM or credit card receipts,
insurance or tax information. Just as important are receipts from ATM’s or self-service
devices such as gasoline pumps. Don’t just leave them behind or throw them in the
trash. Criminals only need a few pieces of information about you to get credit in
your name and access your existing accounts.
- Be careful who you give your information to over the telephone. Do not give
out personal information such as your social security number, credit card or bank
account numbers, or loan numbers over the phone to anyone who has called you without
first confirming who you are speaking to, why they need the information and that
they are who they claim to be.
- Guard your PINs. Never give out your Personal Identification Number (PIN).
Memorize your PINs and never write them on your cards or carry them in your wallet.
- Report lost or stolen credit cards, checks or identification immediately.
- Store your personal information securely. Keep it where it is not easily
available in the event of a burglary or other unauthorized access.
- Be cautious online. Be cautious when providing information at websites or
with online merchants, you do not have an existing relationship with. Always confirm
that you are in a secure session before entering personal information online (see
How Do I Know if Security is Operating?).
- Check your credit reports. Review your credit report regularly to identify
any inquiries or accounts that you are not aware of and did not apply for.
- Protect your mailbox. If your residential mailbox is not secure, don’t put
outgoing mail in the box and promptly pick up incoming mail or obtain a secure postal
mailbox.
- Safeguard your checks. Never print your personal information such as a Social
Security Number or driver’s license number on your checks.
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What Should I Do if I Become a Victim of Identity Theft? |
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- Contact the three major credit bureaus
- Ask them to send you a copy of your credit report and instruct them to place a
fraud alert on your record. Once you receive the report, review it carefully.
Contact any creditors listed that you did not apply for credit with and inform
them that you have been a victim of identity theft. Instruct them to close the
account, send you copies of the application and any transactions, and to
promptly clear your credit record.
- Contact your local police or sheriff’s department and file an identity theft
complaint.
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File a
complaint
with the
Federal Trade Commission
or call their hotline at 1-877-IDTHEFT (438-4338).
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Identity Theft Resources |
Federal Trade Commission (FTC)
1-877-438-4338
Social Security Administration Fraud Hotline
1-800-269-0271
Department of Justice
US Postal Inspection Service
1-800-372-8347
Privacy Rights Clearinghouse
1-619-298-3396
Identity Theft Resource Center
1-858-693-7935
Identity Theft Statistics
Identity Theft Laws (by state)
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What is Countrywide Doing to Assist in the Battle Against Identity Theft? |
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Protecting the confidentiality and security of our customers’ personal information
is a priority for Countrywide and its family of companies. You can find more information
in our Privacy and Security Policy. We understand the implications
identity theft can have and take very specific steps to reduce the chance that identity
thieves can damage the credit reputations of our customers. As a result, Countrywide
has put multiple safety measures in place to combat identity theft.
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Training
Countrywide trains key employees in customer identification and authentication.
Our training is designed to reduce the chance of an account or loan being opened
in your name without your permission. We regularly update training to educate our
employees on changing trends in identity theft.
Fraud Hotline
For many years, Countrywide has maintained a Fraud Hotline for consumers, employees
and the public to report crimes, including identity theft. Fraud Hotline staff work
with departments across the Countrywide family of companies to block credit reporting
based on claims of identity theft, conduct investigations including reviews of the
account or loan documentation, and, if identity theft is confirmed, notify the credit
bureaus and correct credit reporting history on affected Countrywide relationships.
The Fraud Hotline serves as a single point of contact for consumers to report identity
theft complaints to Countrywide. You can reach the Fraud Hotline by any method described
under the Reporting Identity Theft on a Countrywide Relationship
section below.
CreditGuardTM
Countrywide also offers a variety of services to help customers protect themselves
against identity theft including CreditGuard.
Offered through Countrywide’s Landsafe subsidiary, CreditGuard provides round-the-clock
monitoring of your credit report and notification if any critical information changes.
Education
Consumer awareness is a critical component in reducing the incidence of identity
theft. Countrywide provides consumer education and training on identity theft through
featured articles in our quarterly newsletters, statement messaging and our websites.
Industry Associations
Countrywide works in concert with industry groups in developing legislation, policies
and practices to fight identity theft and other crimes in the businesses we operate
in. Countrywide also works with these industry groups in the establishment and adherence
to security and customer authentication programs to ensure that we remain an industry
leader in protecting your identity and assets held with us.
Law Enforcement
Countrywide coordinates with local, state and federal law enforcement when identity
theft cases arise.
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Reporting Identity Theft on a Countrywide Relationship |
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If you 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. The Identity
Theft Complaint provided below should be completed and then faxed or mailed back
to us at the address shown below. The Complaint, which requires Adobe Acrobat Reader,
can be obtained by clicking the link below:
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e-mail |
fraud_hotline@countrywide.com |
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phone |
1-877-CUFRAUD (283-7283)
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fax |
1-805-306-7158 |
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mail |
Countrywide Financial Corporation
Fraud Investigation
30930 Russell Ranch Road, WLRR-469
Westlake Village, CA 91362
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ID Theft Complaint
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Requires
Adobe Acrobat Reader
Click to download free
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Due to the insecure nature of e-mail, the ID Theft Complaint should be faxed or mailed
to Countrywide as shown to the left. |
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