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.
Staff providing resolution on an escalated case must be independent from the personnel that initially handled/processed the Borrower's request for assistance.
At a minimum, Servicers must:
A Servicer must acknowledge receipt of a complaint or dispute that rises to the level of an escalated case within three Business Days following receipt and provide the Borrower, and if applicable, the third-party requestor, with a contact name, a case reference name or number, a toll-free escalation contact phone number and a date by which the Servicer will resolve the escalated case ("Resolution Date") which must be no later than 15 days from receipt.
The Servicer must review the case and provide resolution by the Resolution Date. If the Servicer fails to resolve the escalated case by the Resolution Date, the Servicer may extend the Resolution Date an additional 15 days. However, the total time to resolve an escalated case must not exceed 30 days following receipt of the case.
Within five Business Days of identifying the proposed resolution, the Servicer must communicate in writing to the Borrower and, as applicable, the third-party requestor, the proposed resolution and next steps if applicable. The Servicer must retain in the Mortgage file and/or its servicing system, the written communication of the proposed resolution and all documentation and information received during the review of the escalated case.
If the Servicer fails to resolve the escalated case by the Resolution Date, the Servicer must provide an updated status to the requestor, and as applicable, the Borrower, on the Resolution Date.
A Servicer must not postpone foreclosure referral due to the pending review of an escalated case.
If the Mortgage has been referred to foreclosure, the Servicer must make every effort to expedite review of the Borrower's case and provide a resolution within the time frames specified above or by the foreclosure certification date (i.e., seven days prior to foreclosure sale date), whichever is earlier. The Servicer may postpone a foreclosure sale to facilitate case resolution, provided that the escalated case was received prior to the foreclosure certification date. However, the Servicer will not receive relief from State foreclosure time line compensatory fees if such postponement results in the Servicer exceeding State foreclosure time lines, and the postponement was due to the Servicer's failure to follow applicable Guide requirements or other Servicer error. Refer to Chapter 66 for additional requirements related to a Servicer's obligation to initiate foreclosure or conduct a foreclosure sale.
If an escalated case is pending at the time of a foreclosure sale, the Servicer must still resolve the escalated case, and when appropriate, the Servicer will be required to take corrective action.
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 FM_Servicers_Borrower_Report@freddiemac.com 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
fmbh@freddiemac.com
The person can then follow up by calling 1-800-Freddie Option 2. We prefer that advocates try the escalation process first.
Thanks...