Does Freddie Mac have a site to post escalations like Fannie does? The Homepath site has been extremely helpful to escalate issued, report delays, and dispute values. Wondering if Freddie also has one.
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Here is the process I had to follow when dealing with a Freddie Mac issue (copied from an e-mail by a BOA contact):
We prefer that people escalate to the Servicer first using the escalation process in our Guide at section 51.5.1. Would you mind sending the section to the person? I copied it down below.
51.5.1: Servicer response to complaints – Escalated cases (11/01/12)
Servicers must have processes and procedures in place to review and respond to Borrower disputes and complaints about the Servicer and/or its third-party providers that rise to the level of an escalated case. Complaints or disputes with the Borrower, the Borrower's trusted advisor, housing counselor, a federal agency or elected official, that rise to the level of an escalated case include, but are not limited to:
A general inquiry pertaining to the status of an evaluation or the content of an evaluation notice where the Servicer is in compliance with the requirements of the Guide or its other Purchase Documents is not considered an escalated case.
Servicers are not required to review a subsequent case that would be considered an escalated case, when the substance of the complaint is substantially similar to a previously resolved escalated case and pertains to the same Borrower and Mortgage. The Servicer must document in the servicing system and/or Mortgage file its decision not to review a substantially similar case.
And
Resolution categories
Reporting
The Servicer must provide the following data elements to Freddie Mac via a spreadsheet by the 12th Business Day of every month for escalated cases that were referred to the Servicer by the Borrower or requestor, and/or escalated cases resolved in the prior month:
The spreadsheet must be submitted to [email protected] and the file name must be reflected as Servicer name_consumer inquiries_mmyy. The Servicer must continue to report each escalated case to Freddie Mac in the monthly report until the case is resolved. The Servicer is not required to include in the monthly report any cases initially referred to Freddie Mac by the Borrower or requestor for which the Servicer is working with Freddie Mac to provide a resolution.
If that doesn't work, the agent should send signed written authorization from the borrower to
[email protected]
The person can then follow up by calling 1-800-Freddie Option 2. We prefer that advocates try the escalation process first.
Thanks...
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