Guidelines for filing complaints against HAMP servicers
REALTORS® who feel a lender or loan servicer is not following the Obama administration’s Making Home Affordable program guidelines may report the lender and/or loan servicer in one of two ways: through the Making Home Affordable Web site if the loan is owned or guaranteed by Fannie Mae or Freddie Mac, or by contacting a supervisor at the servicer.
Visit the loan look up center to see if the loan is owned or guaranteed by Fannie Mae or Freddie Mac. If the loan is a Fannie Mae or Freddie Mac loan, call (800)-7Fannie (732-6643) or (800) Freddie (373-3343), as appropriate, describing the specific inconsistency.
If the loan is not owned by Fannie Mae or Freddie Mac, visit the contact servicer area to determine if the loan servicer is participating in HAMP. If the servicer is participating, the first step is to contact the servicer using the phone number or e-mail address listed on the site to appeal the issue to a supervisor. Be sure to identify the specific provision of the guidance that is not being followed. If the supervisor cannot or will not correct the problem, call 1-800-7Fannie to report the disagreement. Fannie is administering the program for the Treasury Department and will work to resolve the issue.
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