FRANKLIN AMERICAN MORTGAGE CO. CFPB Complaints

2000 Latest Complaints

Date Received	Timely Response	Product	Issue	State / Zip	Submitted Via	Tags
04/11/2017	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	PA 164XX	Web
I had an escrow account for my XXXX parcels of property. In XX/XX/XXXX I forwarded my county & school tax bills to Franklin American Mortgage Company for both parcels as instructed. In XX/XX/XXXX, I received a late tax bill from the county indicating that all taxes for XXXX of my parcels were unpaid. I called FAMC on XX/XX/XXXX & was told to mail the bill to FAMC and they would pay it & cover any late fees. I forwarded it as directed. On XX/XX/XXXX I received a delinquent tax notice & called XXXX & spoke to XXXX. I was given an e-mail address to send the bill to & told that it would be paid right away. I e-mailed the notice that day & called back on XX/XX/XXXX to follow up. I spoke with XXXX, who said they were in the process of confirming the tax assessment. On XX/XX/XXXX I called again & was told that the bill would definitely be paid by XX/XX/XXXX, the date on which the notice indicated additional fees would be added. I was assured that any fees were not my responsibility. On XX/XX/XXXX I called again & spoke with XXXX. He assured me that the bill would be paid by the next day & said he was escalating the issue. He advised me to call back on XX/XX/XXXX if I wanted to have confirmation that it was paid. On XX/XX/XXXX I spoke with XXXX, who told me that the tax bill had been paid in full all along & that she would mail me documentation indicating such. I made sure she was aware that there are XXXX parcels of property. That day I called my tax office to verify that the taxes had been paid. They told me that my second parcel had not been paid. On XX/XX/XXXX I called FAMC & asked for a supervisor. I spoke with XXXX, who said he would take care of it & call me back the following day. To date, I have not received a call back from him. On XX/XX/XXXX, I mailed a QWR to FAMC explaining everything detailed above & asking that my overdue taxes be paid immediately. I also requested that once my XX/XX/XXXX overdue tax issue was resolved, I wished to waive my escrow account, because I did not wish to encounter issues with my XX/XX/XXXX taxes. I was clear that I was not absolving FAMC of their obligation to pay my XX/XX/XXXX taxes. On XX/XX/XXXX I received a notice from the county via certified mail that I still had delinquent taxes & that my property would be sold if they remained unpaid. I called FAMC once again & spoke with XXXX. She confirmed that my QWR had been received on XX/XX/XXXX. She did not explain why I was not notified in writing of receipt of it within 5 days, as is required by law. She asked me to e-mail this notice. I asked to speak with a supervisor & spoke with XXXX. She assured me that it would be resolved by XX/XX/XXXX & FAMC would cover any fees. I asked why this had taken so long to resolve & why I had been promised a call back previously, but had not gotten one. XXXX said that if for some reason, it was not resolved by XX/XX/XXXX, she would call me back by XX/XX/XXXX. To date, I have not received a call back from her. On XX/XX/XXXX, I e-mailed the notice as directed. I received a reply saying I would get a response within 24 hours. I did not receive a response until XX/XX/XXXX. In that e-mail, I was told that my escrow account had been waived on XX/XX/XXXX &, therefore, my taxes could not be paid & were my responsibility. I replied that that was unacceptable & contrary to what I had been repeatedly told. On XX/XX/XXXX, I called back & asked for XXXX or XXXX. I was given a different supervisor, XXXX. I explained everything to her, including my frustration. She assured me that FAMC would make restitution, because I had an escrow account when the taxes were due. On XX/XX/XXXX XXXX called & said that FAMC will send me a check with which I can pay the taxes. Because of this assurance & knowledge that fees would increase further as of XX/XX/XXXX, I paid the overdue taxes out of pocket, for 3 times the initial amount. On XX/XX/XXXX, I received a voicemail from XXXX saying that FAMC actually wo n't be covering the tax bill, because I no longer have an escrow.
11/25/2015	Yes	Mortgage Conventional fixed mortgage	Loan modification,collection,foreclosure	TX 75041	Web
I hired a Real Estate Company that specialize in doing short sales to initiate a short sale request to my mortgage company, Franklin American Mortgage XXXX was on XX/XX/2015.Franklin American has given misinformation and has been completely unwilling to assist in this matter since starting the process, even though they claim this is an option they make available to homeowners going through a Hardship. In the last year, I have lost my job and been separated from my wife. I am currently trying to find a new job but have been unsuccessful so far. The reason for my complaint is simple, i believe that my mortgage company is forcing me into foreclosure. There is a scheduled auction date for XXXX/XXXX/15. I have been trying to obtain a payoff quote from the foreclosure attorneys to find out what the exact amount is since XXXX/XXXX/15. The foreclosure attorneys continue to advise both me and my realtor that there is nothing the attorney can do to expedite this quote to be generated. The advised that they were still waiting for Franklin American to send it back to them. They advised that it usually only takes 3-5 days and this was unusually long. As of today, XXXX/XXXX/15, i still have no idea how much to pay off my loan in full. They are foreclosing XXXX/XXXX/15. Another reason i believe i am being forced into foreclosure ; My house was flooded ( twice actually ) and there was an Insurance Claim made. I tried to get Franklin American to sign the insurance check and send back to me. The check had to be signed by both parties. They misled me and seemingly just jerked me around until the check expired. I am currently trying to get the claim and check extended. If i could repair the damage to the property, i would be able to sell the house traditionally and avoid foreclosure or any other kind of pre-foreclosure option that would hurt my credit. It feels like they are well aware of my situation, the fact that there is equity in my home but have fallen back on payments due to losing my job, and have decided that Franklin American is going to take the house to auction XXXX/XXXX/2015. Another reason i believe i am being unfairly forced into foreclosure, the real estate brokerage that i hired specializes in short sales, has run into nothing but deception and misinformation. After the bank postponed the XXXX/XXXX/15 foreclosure date upon my realtor initiating the short sale review, they ordered an Appraisal and requested specific documents to complete the package. The documents requested were faxed in on XXXX/XXXX/15. They advised that the package was just reviewed on XXXX/XXXX/15, 9 days later. The account was noted as follows : " Documents reviewed, NO time to do a short sale because of the XXXX/XXXX/15 F/C. Reason : Incomplete package. " They said because we did not put an address on line XXXX of the IRS XXXX XXXX XXXX ( XXXX ) This is the line were the address Franklin American is requesting the IRS send the transcript to. ( Like i could know this! ) My real estate company called to ask why they would n't allow us to put the address on the XXXX and send it back. They stated that there was a LAW that states the a " complete short sale package '' must be received within more the 14 days of a scheduled sale date. The account was noted incomplete on XX/XX/XXXX, the realtor was advised of this on XX/XX/XXXX, and the sale date is for XX/XX/2015.My real estate company is advising me that there is CERTAINLY NO LAW regarding any amount of days that a mortgage lender must receive a borrower 's short sale package for review. My friend, who is a Real Estate attorney, has also confirmed to me that there is no such law, nor government implemented guidelines that apply to this situation and that banks can choose their own short sale process.I am requesting that someone please investigate the recent history of events to determine whether i am being illegally or unethically taken of advantage. Thank you for any help
10/28/2016	Yes	Mortgage VA mortgage	Loan modification,collection,foreclosure	TN 37043	Web	Servicemember
I submitted my documents for the SHORT SALE approval on XXXX XXXX, 2016 to my Mortgage Company. With supplemental documents submitted as requested up until XXXX XXXX, 2016. On XXXX XXXX, 2016, a week after initially sending in the requested documents I was asked to provide a copy of my XXXX with EXPIRATION DATE. This document was not listed in the SHORT SALE CHECK LIST/DEED IN-LIEU list provided, nor was this document ever mentioned as being needed until XXXX XXXX, 2016. This document was faxed into the Mortgage XXXX on XXXX XXXX, 2016. On XXXX XXXX, 2016 the first offer expired after we secured a 10 day extension, and a second offer was received to purchase the property was faxed to the Mortgage Company on XXXX XXXX, 2016. The final document, a HUD1 statement was faxed to the Mortgage Company on XXXX XXXX, 2016. Each time I call into my Mortgage Company, which has been daily and sometimes twice a day I am told something different about the process. When calling yesterday I was told that their loss mitigation department would forward the file to their Underwriting Department, but they could not tell me when this would be done. My Mortgage company has all the documents now they have requested, as of XXXX XXXX, 2016, and I feel they are delaying the process intentionally and have misrepresented themselves on multiple occasions. I have demonstrated above that they asked me for a document that was not included in the list they provided me in the mail more than a week after I submitted the initial documents. I was told yesterday my Employee Id # XXXX that their Underwriting DEPARTMENT would take 30 days from the date they receive the package to make a decision, but they ca n't tell me if the package was even sent or received by their Underwriting Department. I have been working diligently to complete the SHORT SALE with my Mortgage company and I feel my mortgage company owes their customers the same GOOD FAITH and FAIR DEALING. My Mortgage Company 's delay in notifying me of the requirement for my XXXX has DELAYED the process by one week and they SHOULD BE RESPONSIBLE for the delay and take accountability for their failure to communicate timely with me, their customer. If a REALTOR 'S license is required for all SHORT SALE packages it SHOULD BE LISTED in the INITIAL package that is sent to the CONSUMER on the SHORT SALE CHECKLIST. I feel that my MORTGAGE COMPANY asking for this document is discriminatory in nature and a tactic to further delay the processing of the SHORT SALE on their end. My second complaint has to do with their customer service. On XXXX XXXX, 2016 I called at XXXX XXXX, XXXX EST and spoke with a LOAN COUNSELOR and asked that if they do need to call me that they leave me a voice mail. Since starting the SHORT SALE process with my mortgage company on XXXX XXXX, 2016 I am going to recap all of the phone calls I have received from their office : XXXX XXXX, 2016 at XXXX, XXXX CST I received a phone call from XXXX, I promptly answered the phone after one ring and identified myself, a female said hello and hung up the phone. On XXXX XXXX, 2016 at XXXX CST, XXXX EST I received a call from XXXX - The representative that called from your office allowed the line to ring for a total of 7 seconds and did not wait for me to answer. On XXXX XXXX, 2016 at XXXX CST, XXXX EST I received a call from XXXX The representative that called from your office allowed the line to ring for a total of 11 seconds and hung up, did not allow me time to answer, nor was there any attempted to leave a voice mail. On XXXX XXXX, 2016 at XXXX CST, XXXX EST SAME as above.On XXXX XXXX, 2016 at XXXX CST, XXXX EST another call from your office. I feel that my mortgage company is acting in bad faith, discriminating, and they are intentionally delaying the process.
09/02/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	NC 28105	Web
Our loan was sold to Franklin American in XXXX 2013. We had terrible experience with their services, particularly recently when we are relocating to another state and want to pay off the loan ( ~ {$14000.00} ) to have a better debt to income ratio for a new loan application and to get our money in the escrow account back as down pay to buy a new house in the other state. This needs to be done really fast because Franklin American mailed us a letter to say they are going to sell our loan to another company and the account will be transferred to the new servicing company very soon. Below is what happened. 1 ) We called the customer service to request information regarding payoff. The representative on phone told us he is generating a payoff statement to be mailed to us but he refused to share with us on phone any further information, such as how much we own and where to send the final payment. But later we found they actually could do so. 2 ) While waiting for the payoff statement in mail, we used their online payment function to pay the balance. But the online payment is not designed to pay all of the balance. We tried multiple payments. Some of payment even went to the escrow account instead of principal payment, but there remained a one-dollar balance we just could not pay off. 3 ) We never received the payoff statement in mail. So we called the customer service again the day before our loan was transferred to another company. The new representative said she could fax us the payoff statement and promised that our loan wo n't be transferred at this stage. She told us the balance on our account is XXXX dollars instead of XXXX dollar without explaining why. We were in a hurry and did n't ask much. 4 ) We called their customer service multiple times that day to follow up because we simply did not receive the fax. But problem was not solved and we missed out the chance to pay off the loan before it was transferred to another serving company. 5 ) We called their customer service the next morning to verify the fax and found out the {$6.00} dollar includes a {$5.00} fee for expedite service. We argued that fee should not be charged because we never received the fax. Instead their service was very slow and every time different representatives told us different or conflicting information. We even escalated the complaint to the manager of customer service, but she refused to refund us the money, but we finally got the payoff statement by fax. It says our final payoff includes {$1.00} principal and {$5.00} fee. 6 ) We went to our bank and spent {$30.00} to wire transfer {$6.00} immediately in hope to pay off on time and get our money in escrow account as soon as possible. Even the bank teller said to us it does not make sense to spend {$30.00} wire fee to transfer only {$6.00}. However, wire transfer and cashier 's check are the only payment Franklin American accept and we were in a big hurry. 7 ) The next day, we contacted Franklin American 's customer service again and was told that our loan WAS transferred to another serving company and we need to contact the new company to inquiry about the escrow account. In summary, our complaint is about ( a ) we did not receive the payoff statement on time by mail and by fax, ( b ) they charged us {$5.00} for expedite service which was really slow instead. They refused to waive the {$5.00} charge, ( c ) different customer representatives told us different, confusing or even conflicting information. We ended up spending a lot of time dealing with them, and missed our chance to payoff on time and get our escrow money refunded quickly. Now we are waiting for the new serving company to refund us the escrow money.
12/30/2016	Yes	Mortgage Conventional fixed mortgage	Application, originator, mortgage broker	PA 170XX	Web
We refinanced our mortgage to lower the PMI as well as receive a lower interest rate. We have had several issues with franklin american mortgage company during this process. They had no issue in letting us know what our potential new payments would be and what information would be required to move forward. We asked to go ahead and refinance and submitted all the necessary paperwork. They had noted once the appraisal was received it would n't take too long to get all the paperwork together and schedule a closing. I had to continually check in with them to make sure they were working on it. When they said it would be 2 days, it would n't be until a week later we 'd get the information. We had to ask for the appraisal report after being told we would get a copy after 3 days. A few days before closing I had to ask for the implications of the appraisal on our mortgage. ( i.e. what were our new payment plans etc. ) There was a discussion on keeping our HELOC open or closing it and after requesting they keep it open, they submitted all the closing paperwork to close the HELOC. 2 days before closing I had to ask if I could do a wire transfer or did I need a certify check. By the time they sent me the information for the wire transfer, it was too late for our bank to have done in time for closing. Either way, without asking I did n't even know who the certified check should be made out to. When going through the closing documents, we noticed that they did n't even check our current mortgage and had done all the calculations with our balance from XXXX when we had first discussed refinancing. The current mortgage and the new refinanced mortgage was with the SAME company. They had no problem checking our HELOC and bank account up until the day before closing to check on those balances but did n't even bother to look at our current mortgage with their company. When we called them AGAIN during closing to determine what could be done, he had noted they would be sending us a check with the overpay. He said they could n't transfer the money to the new loan. He had we should have the check 30 days after closing. Well 30 days past closing comes and goes and there is still no check. I called them back and after speaking to XXXX different people, they had no idea where that money was. They had said it was dispersed a few days after closing but they could n't figure out where and the lady that had made the notes and dispersed it was on vacation. I was told if I had n't heard anything 4 days later to give them a call. Of course, 4 days later I had to call and after less than ten minutes on hold they told me the check was with the cash management department and they were taking care of applying it to the escrow of our new loan. We asked to have it applied to the principal instead and are awaiting confirmation that this has happened. Overall, it was a terrible experience with this company and I do n't recommend working with them. You have to continually check up on them to make sure they are doing the work they are paid to do. To get the correct information, you have to ask a ton of questions and make sure you know what you 're doing because they do n't. In addition, the people there will tell you something different every time you talk to them. Not only does each person say something different but the same person will say something different when you talk to them a different day.
07/10/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	VA 233XX	Web
Earlier this year I was notified that my escrow payment was to be adjusted and my mortgage payment amount would increase unless I paid the shortage of {$2000.00}. I contacted Franklin America to discuss how the situation and to ask how to pay the shortage electronically. I was told to submit the payment and indicate that it was for the escrow shortage in the memo field. On XX/XX/XXXX I made the payment as indicated. Franklin America applied payment incorrectly to my mortgage payment ( which wasn't due until XX/XX/XXXX ) in the following manner. {$210.00} ( Principal ), {$600.00} ( Interest ), {$420.00} ( Escrow ) with the remaining {$820.00} ( Additional Principal ). On XX/XX/XXXX when I paid my payment XX/XX/XXXX they applied {$1100.00} to additional principal. On XX/XX/XXXX when I realized their error I called and after discussing it with the agent she indicated that she understand what needed to happen ; however, she would have to have the research dept. investigate and they would contact me. On XX/XX/XXXX after not hearing from anyone I called back. Talking to a second agent she indicated to me that the research dept. had marked my request as completed because the 1st agent had not provided detailed information on what needed to be done. She also indicated that the research dept. had called me and left a voice mail. I have voice and my voice mails are sent to my inbox. I did NOT received any voice mail from Franklin America. After a lengthy discussion the 2nd agent read me back the request that would be sent to the research department, she also indicated that it could take up to 8 days for my issue to be resolved. She also indicated that the research dept. would call me to confirm that my issue had been resolved. Hearing nothing on XX/XX/XXXX I called a third time speaking to a 3rd agent. I waiting several minutes for her to read over the notes from the previous conversation with the 2nd agent. She then started to tell me that they never received the {$2000.00} payment in which I had to explain to her how her company applied it as if it were two separate payment ( {$1200.00} & {$820.00} ) on the same day. After a heated discussion she once again put me on hold for an extended period of time to either investigate or to stall not sure which. When she got back on the line all she could tell me was that my request was still being investigated. She was absolutely helpless and totally incompetent. I spent over 30 minutes on the phone and she could not tell me anything. Just that my request was still being investigated. On XX/XX/XXXX or XXXX I called requesting to speak to a supervisor because my request had still not be resolved, nor had I anyone from the research dept. contacted me yet, and they had assessed me with a late fee. The supervisor waived the late fee and was finally resolved my issue. He also indicated that the 1st, 2nd and 3rd agent should have been able to resolve my issue when I previously had called and apologized for the mishandling of my issue. He not only resolved the issue but was able to tell me with the corrections would be posted to may account. However, I was not told nor did I expect to receive a delinquency notice. AT NO TIME WAS MY ACCOUNT DELIQUENT FRANKLIN AMERICA WAS ADMINISTRATIVE INCOMPETENT. Therefore, I want Franklin America to send me a written apology acknowledging their error.
09/28/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	PA 18052	Web
On XXXX XXXX, XXXX, I mailed a check to Franklin American Mortgage Company for my XXXX XXXX mortgage payment in the amount of {$1000.00}. That check was stolen from the mail and fraudulently cashed at a XXXX Bank ATM. I was notified by Franklin American Mortgage Company that they did not receive my payment through a letter I received in the mail on XXXX XXXX. On XXXX XXXX, I called them to start the process of making another XXXX XXXX payment and also spoke with my bank - XXXX XXXX Bank about how to get the money back and to freeze my checking account. XXXX XXXX needed a form notarized by Franklin American stating that Franklin American did not receive my check dated XXXX XXXX and did not get that payment. On XXXX XXXX, when I called the mortgage company back to check on the status of the notarized form, I was notified that Franklin American would not do anything without a letter from me authorizing them to talk to XXXX XXXX. I sent a letter with authorization on XXXX XXXX. I called back and they did not have my letter, so I sent another letter of authorization on XXXX XXXX. I was promised they would then fill out this form. I checked with my bank every few days to see if they received the notarized form and kept calling the mortgage company for status updates, but did not get anywhere. Each time I called they were unable to tell me a status update, or they would say they did not have the form I needed them to notarize and fill out. I subsequently paid my XXXX XXXX payment on XXXX XXXX, within the grace period, since this had not yet been resolved so that I was not late in making my mortgage payment. I received a letter from the mortgage company dated XXXX XXXX stating they were researching the issue and another letter on XXXX XXXX, that they were unable to locate my missing payment. On XXXX XXXX, I re-sent an authorization letter and the form I need Franklin American to notarize via fax to Franklin American because they could not locate the previous ones I sent. When I called back again, I was told they needed a police report to be able to fill out my form. On XXXX XXXX, I filed a police report and on XXXX XXXX, when the police report was ready, I faxed it to both my bank and Franklin American. I was then told I needed to deal with the XXXXranklin American New Jersey office ( instead of their call center in Arizona XXXX and was given a name to call there to follow up. I called several times with no answer. On XXXX XXXX, I received a call back and XXXX XXXX from Franklin American stated she was having the executives fill out my form and notarize it and she would call me back the next day. I did not hear from her, so I called back several times leaving messages each time. I also checked with my bank to verify that they had not received anything. On XXXX XXXX, my bank had still not received anything, so I called Franklin American again and spoke to XXXX XXXX who said she would call me back within XXXX hours. When I did not hear back from her, I called back again and spoke with XXXX XXXX from Franklin American. It is now XXXX XXXX, almost XXXX months from my original request and am still waiting for Franklin American to fill out and notarize a form stating they did not receive the payment in question and send it to XXXX XXXX Bank so my bank can work with XXXX Bank to get back the fraudulently cashed payment.
03/30/2016	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	CA 955XX	Web	Older American
XX/XX/XXXX we received a supplemental property tax bill from the county ( XXXX County, California ) tax collector. We called customer care at our mortgage company, Franklin American, and the rep we spoke to said to fax them the bill and they would pay it out of the escrow account funds. We faxed it to the rep at ( XXXX ) XXXX, which we subsequently learned was the fax number for that representative and not a general company fax number. This supports our contention that the conversation took place, because we would n't have had that number otherwise. Anyway, we assumed that the bill would be paid as they promised, but in XXXX, XXXX we received a notice from the county that the bill had never been paid and was delinquent, and furthermore that we had incurred a late penalty. So we called Franklin American again, and got a totally clueless rep who had no idea what was going on. After several more fruitless phone calls ( and hours spent on hold ) my wife was finally told on XXXX XXXX by a rep named XXXX that a refund check for {$990.00} had supposedly been mailed on XXXX XXXX, which was after the late fee had already been assessed, and to be perfectly honest, I do n't know if they ever really sent it. They had promised to pay the bill last XX/XX/XXXX, and did n't do it, and have made multiple promises to us since then, none of which they 've honored. We have a secure locking mailbox that cost over {$200.00}, so it 's extremely unlikely that any check from them or anyone else was stolen. XXXX also told her that their research department was supposedly working on reimbursing me for the late penalty XXXX {$37.00} ) and that it would take 10 days. We 've heard nothing about that since, either. My wife told me what XXXX had told her and asked me if I ever saw the refund check. I told her I had n't, and would certainly remember a check that large. On XXXX XXXX my wife called back and spoke with a rep named XXXX, and told him we never received the refund check. He requested a new one. He also requested for it to be sent by overnight mail. He said it should take less than a week to get it to us. A week later, on XXXX XXXX, still no refund check. My wife called yet again and spoke with multiple people - XXXX & XXXX in customer service, and then XXXX the supervisor about 45 minutes later. End result of that series of conversations was that the check had been cut, but had not been overnighted and instead was being sent regular mail, and was supposed to arrive by XX/XX/XXXX or XX/XX/XXXX at the latest. Our escrow balance was {$1300.00}, an amount which reflected the {$990.00} refund already being taken out. Anyway, It is now late on the evening of XXXX XXXX, and we still do n't have the refund check that was to have arrived by last week at the latest. In less than 2 weeks the second installment on our supplemental property tax bill will be delinquent as well if I do n't pay it. I need to come up with {$610.00} by XXXX XXXX, and Franklin American is still sitting on almost a thousand dollars of my money and playing games with me. I have attached a copy of the delinquent tax bill.
01/11/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	MS 39401	Web
I purchased a home XX/XX/XXXX in XXXX XXXX XXXX I purchased it from XXXX XXXX 's real estate agency using one of her buyers agents. In the financing an escrow was set up to pay the insurance as well as taxes. According to the paperwork the taxes for XXXX were XXXX and homestead was filed by the homeowner for XX/XX/XXXX. They set up the escrow to hold out XXXX to pay the taxes each year. That totals out to XXXX. I paid on time every month. XX/XX/XXXX i received a call from the bank and was informed that the withdrawal went from about XXXX to XXXX. So i called to find out what the problem was. They informed me that i failed to file for homestead XX/XX/XXXX and that I had insufficient funds to cover the taxes and my payments would have to increase until that was caught up. I understand that was ignorance on my part and I have paid it and made the changes that were needed in order to pay back the owed amount. They reassessed it for XX/XX/XXXX and sent the info to the bank so the amount owed for that year went from approx XXXX to XXXX which is when I became aware of a problem. My down payment, insurance, and account was set up based on the tax information provided to me. However when i received my estimate for this year the taxes are not XXXX based on XX/XX/XXXX. They are not XXXX based on what I was told to expect to pay. They are XXXX ... nearly XXXX percent more than the estimate I was given. I do understand it was an estimate which implies it could be slightly off. However thats not slightly off. It in essence doubles what I have to pay for it into escrow every month and increases how much I would have to pay for the home if kept full term to about XXXX more. Through my investigating it appears that they gave an estimate based on what the previous home owner would be expected to pay. The previous homeowner was over the age of XXXX I 'm assuming. I did n't know him but I have deduced that. That qualifies him for special exemptions in homestead which I as a XXXX year old at the time did not qualify for which they would certainly know. Not only that there are many more people under the age of XXXX buying homes than over. His rate would be the exception certainly not the rule. Therefore The numbers were going to be roughly XXXX percent off in most cases. Yet I was given nothing to indicate this. Mortgage loans are also to be made in part only to ones who have the ability to repay them. How could anyone claim that is being done when the estimates are allowed to be that far off? I know I might have rambled a bit and I apologize to whoever is having to endure it, but please understand I 'm not one who asks for assistance in matters and I accept responsibility for mistakes when I make them. This however was not a mistake I made and its brutally unfair for me to have to pay for somebody else either purposely misrepresenting the truth or not doing their job. I have another issue with a repair request but I 'll put that in a separate complaint. Thank you for your time.
06/27/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	WI 54313	Web
On XX/XX/XXXX I received a letter from Franklin American Mortgage that my XX/XX/XXXX payment was XXXX less than the correct payment amount. I called the customer service line and was informed it was due to no proof in insurance, they forced place insurance coverage on my mortgage resulting in a short payment. I subsequently sent them a copy of my contents policy ( HO6 ) with them listed as additional insured. I was informed that they would reverse these charges and my account would reflect everything was normal. On XX/XX/XXXX I received a letter from Franklin American Mortgage ( FAM ) company indicating that they did not have proof of insurance coverage. I should provide them a certification of this coverage from the " master policy '' for the condominium association. I called the condo association who gave me the name of our insurance agent who provided me with a copy of the declarations page listing FAM as lean holder. My XX/XX/XXXX payment was cashed and it indicated that once again I was short {$73.00}. I called the mortgage company who told me that I did not provide them with proof of coverage for my condo. I asked them to look in their system and the previous conversation regarding the insurance situation. They said they would make the correction and to call them back in 3 or 4 days to verify things were corrected. Turns out that FAM was looking for declarations pages for XX/XX/XXXX, not XX/XX/XXXX ( a year and 4 months later ) which no one on the insurance desk or the customer service desk could articulate to me. I did in fact not have my HO6 policy in place for that year and sent in {$880.00} to pay for the forced place policy to clean up my escrow balance. On XX/XX/XXXX I sent in my payment of {$1300.00}. This is the payment that I have sent in for the past 4 years. I received a letter about 10 days later along with a check for XXXX saying I was XXXX cents short and they were returning my payment. I immediately sent in another check for {$1300.00}. I received in the mail another letter from FAM saying that they were charging me a late fee for not paying my mortgage on time. I called FAM on XX/XX/XXXX and asked them why did my payment go up XXXX cents. The CSR put me on hold, did some research, came back on the line and told me my normal payment was back down to {$1300.00} and that the XXXX cents they added to my escrow account would be reversed. As of the the writing of this complaint, the mortgage still shows the late fee and an escrow balance of XXXX cents. My complaint. The customer service line makes comments that they will reverse the situation and correct my escrow account and balances. They continually send me letters that are in direct contrast to what the CSR 's tell you on the phone. My credit has been downgraded, I have been penalized for late interest, my payment went up XXXX cents for no apparent reason. I have once again been promised by FAM that they will reverse all these issues, but have no faith in their promises.
12/12/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 94403	Web
In XXXX XXXX a vehicle traveling at a high rate of speed lost control and crashed into my families primary residence causing catastrophic damaged. We have been going back and forth with out insurance company on the actual scope of repairs which is a complain of its own but not the one I 'm trying to currently address, my issue lies with my Mortgage company, Franklin American Mortgage XXXX XXXX. Upon receiving a partial payment from the insurance company, I sent in the check in total ( {$78000.00} ) to my mortage company to be put into escrow as was requested by both my insurance and mortgage company which was deposited by them into escrow on XXXX/XXXX/XXXX. Here is where my problem arose, the initial payment made by the insurance company was only a fraction of what I was quoted by 10 different independent contractors which were anywhere between XXXX at the lowest to XXXX at the highest to repair my home. Looking at all my options and getting rejected by every single contractor to take this job on for the amount provided by my insurance company to repair my home I realized I had no other option but to repair my home as a owner builder as permitted by both my county, city and California " business and professions code 7044 ''. Having years of building, plumbing and electrical experience behind my belt made this the only logical decision for my family and I, it is not something I wanted to do but unfortunately its only option and my only way to insure that my family gets back home. -On XXXX/XXXX/XXXX I submitted my XXXX followed by a Letter of request on XXXX/XXXX/XXXX as was requested by XXXX a subsidiary of Franklin American Mortgage to disperse the insurance funds for the repairs to me to start the repairs -I never received any phone calls back but when I called back again 2 weeks later they told me my request has been denied and for my to hire a contractor to start receiving the funds, I explained my situation and again was shut down XXXX I submitted a insurance adjusters worksheet again this was n't enough and they declined to release any partial payments to start the repairs XXXX I submitted a new letter of request siting the California " owner builder law and section code '', my engineers floor plans/blue prints, as well as my already approved City permits from XXXX XXXX XXXX XXXX repair my house as a Owner/Builder again i was strung on for weeks just to be denied without any just cause or them being to provide me with any legal documents entitling them to deny my requests. As of today it has been over 3 months of me loosing precious time to be able to get my family back home and I am truly believe that both Franklin American Mortgage XXXX and insuranceclaimcheck are both acting and Bad faith of the LAW and unlawfully withholding money needed to begin the repairs. Franklin American Mortgage XXXX XXXX Insuranceclaimcheck.com
02/07/2018	Yes	Mortgage FHA mortgage	Struggling to pay mortgage	FL 32258	Web
My mortgage company is Franklin American Mortgage. During the time of Hurricane Irma, XX/XX/XXXX and XX/XX/XXXX, Franklin American Mortgage contacted me in regards to having 3 months of deferred payments to help with the natural disaster I was going through. I was also told that those payments would be added to the end of my loan essentially making it 3 months longer than it initially was. I was ok with the idea of this as the hurricane did cause a difficult financial time with my family. They had told me my payments wouldn't be due until XX/XX/XXXX. I contact them in XX/XX/XXXX because I can no longer access my account online to make my payments like I always had in the past. The guy I spoke to informs me that is because of having the deferred payments from the natural disaster and takes my payment by phone. He then informs me that I have 3 options for repayment. This was shocking as this wasn't mentioned to me at the time they offered the deferred payments initially. I was then also informed I would have to " qualify '' for certain repayment options. He asked me to send over my most recent XXXX and Bank statement for XX/XX/XXXX. I did as he asked within 30 minutes of getting off the phone with him. He said they would need those in order to start the process of adding these to the end of my loan. After a week with no response from them I assume all is well. I receive a letter in the mail stating my mortgage is in default status due to the 3 months of " missed '' payments. I contact them and after a very long hold, reach someone who tells me the same information about there being 3 different payment options. I told her I had already submitted this information to someone before and that it should be taken care of. She then informs me that I was not approved for that program. Shocked, I asked why? She stated she wasn't able to see any of the reasons that I wasn't approved, was just able to tell me that I wasn't approved. She said I could pay the XXXX XXXX dollars all right now, or go through a 45 minute to 1 hour interview which would allow them to determine if I qualified for paying half immediately and the remaining over a 2 month period on top of my normal mortgage payment. This whole process was an offer they extended to me initially with no mention of anything other than it would be added to the end of my loan. They made it sound like they were actually trying to be helpful when in all actuality, it seemed they had some predatory lending tricks in mind. I haven't called back to speak for this interview as either of my remaining " 2 '' options are not adequate for me at all. Had I known it was going to be like this, I would have just found a way to continue paying them throughout the natural disaster. Please help me as this was not at all properly disclosed or in any way to help or benefit customer 's like myself.
03/08/2016	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	GA 30016	Web
Franklin American Mortgage is neglecting my account causing me to pay more on my house payment every month for the past 7 months. Franklin American Mortgage made an error about 8 months ago. They pulled money from my escrow to pay my insurance. They sent the check to the wrong insurance company and the check was mailed back to my mortgage company ( this was stated by the first rep I spoke with after calling about my monthly payment increasing ). They never put the money back into my escrow. The Franklin American Mortgage Company then pulled out of my escrow 2 weeks later and paid the correct insurance company. This caused my escrow to have a negative balance ultimately making my house payment go up from {$760.00} to {$900.00} per month. They have admitted to the problem several months ago and I have called numerous times, but they are still making me pay the {$900.00} per month and they have never reimbursed me for the past 7 months overage I paid that has accumulated to over {$1000.00}. In XXXX 2016, I called to check on the status of this and they said it would be resolved by XX/XX/XXXX. The rep stated this was the date the ticket was set to be resolved. I called on XX/XX/XXXX and once again got the " run around ''. I was told to " call back on Friday ''. I was then told in XX/XX/XXXX that it will definitely be resolved by XXXX and it is now XXXX XXXX, 2016. I have seen no check with a reimbursement and my house payment is still {$900.00} instead of what it should be. Every time I call, I get nowhere. I have asked to speak to a manager and was denied. Instead, the rep said she will call her manager and get back to me. I have been patient for 8 months now and I am writing press releases that will be submitted with my honest review of Franklin American Mortgage. I am going to show Franklin what a frustrated XXXX guy can do. Why do I have to suffer financially for a mistake that this company made? I understand if it took 6 weeks or so to resolve, but 8 months? {$140.00} extra each month for the past 8 months adds up. I dont have the full amount to pay for XX/XX/XXXX and that will affect my credit because this company refuses to fix their mistake that they have even admitted to making. I am sure I will get this taken care of now that I submitted on XXXX and after I submit to CFPB. The only reason it will be taken care of is for online reputation protection which always escalates issues. I was so patient with you guys and I understand mistakes happen, but this has gone on way to long without being resolved. I have wasted hours of my time explaining to a new rep every time I have called back. I have even been told the rep would call me back which never happened. I have been told this is negligence and causes financial distress which can lead to pain and suffering. I am at that point.
07/28/2018	No	Mortgage Conventional home mortgage	Trouble during payment process	TN 37066	Web	Servicemember
I received a letter on XX/XX/2018 ( dated XX/XX/XXXX ) from Franklin American Mortgage Company subject : Annual Escrow Account Disclosure Statement. Upon review, I noticed their calculation of anticipated annual disbursements was incorrect. They used the same amount for city tax as they did for county tax. In fact, the city tax was approximately {$2400.00} less than the figure they used to calculate a revised escrow payment. The incorrect escrow analysis resulted in a new Mortgage payment that was higher than it should have been. On XX/XX/XXXX I called Franklin American and spoke to customer service agent XXXX. He told me they would reassess on or about XX/XX/XXXX. On XX/XX/XXXX I fax 'd county and city tax documents to Franklin American as directed by XXXX. After XX/XX/XXXX, I called back and spoke to XXXX who told me there was still no change and to call back after XX/XX/XXXX, but hold making a mortgage payment till just prior to XX/XX/XXXX in case the monthly amount was reassessed. On XX/XX/XXXX I called and spoke to XXXX who told me to check back after XX/XX/XXXX. On XX/XX/XXXX I called and spoke to XXXX who told me an update had taken place on XX/XX/XXXX. They had received documents from the city of XXXX and it was now back in research. On XX/XX/XXXX I called and spoke to XXXX who informed me that the city tax number I had provided was accurate ( no kidding as I fax 'd that document on XX/XX/XXXX ). I asked to speak to a supervisor but was told that was not possible. She stated that a new escrow analysis would be done in XX/XX/XXXX and I would get a revised statement. She also said that my new monthly amount would be {$2600.00} and I would get a refund for any overpayments. I asked how the analysis could be done in only XXXX business days and how could she already have a revised mortgage payment if the analysis had not yet been completed. Her answers were unresponsive. Finally, on XX/XX/XXXX I spoke to XXXX and reviewed the entire litany of calls. He told me the statement had still not been updated. She would put in 2 tickets ; one, to update the escrow analysis and produce a revised mortgage statement and two, to have a supervisor call me. A few days later a call came from XXXX asking to speak to me. As I was on travel, my wife took her phone number and extension and told her I would return her call. I called on 2 different occasions, and left messages with all my contact numbers. On the third unsuccessful attempt to reach XXXX, I left a message stating that it was unnecessary to call me back as I was exploring legal action and filing a complaint with CFPB. As of XX/XX/XXXX, I have still not received any action from Franklin American Mortgage Company.
02/09/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	GA 30092	Web
Franklin American Mortgage is involved in my insurance claim process since XX/XX/XXXX and they are not releasing the funds necessary for the home repairs. I have submitted all of the forms they requested, including a signed receipt for the {$10000.00} I paid the contractor upon 50 % of completion of the repairs. They have only release {$10000.00} to the contractor this week but have given me conflicting information about my reimbursement. The inspection of the repairs still hasn't been scheduled even though I put in the request two weeks ago. Last week they mailed me the insurance check back saying that my husband had not endorsed the check, which is false. Both myself and my husband had endorsed it. Then their supervisor called me and said that XXXX had to endorse the check. XXXX ISSUED the check and their name was simply labeled on the check. Every time I call, I get a new excuse and different information as to why the funds haven't been released. The house suffered structural damages so I decided to pay for part of the repairs ( foundation ) out of pocket. Last week for the first time I heard that the invoice I sent signed by me and the contractor had to go through a review process and that would take an additional 3 to 5 business days. I have note heard from Franklin American on this issue. They continue to hold on to my claim money and give me conflicting and incorrect information on a daily basis. Here 's the log of issues since this complaint was filed : - I was told last week that an exception request for the reimbursement of the {$10000.00} that I have paid the contractor and provided a signed receipt for, just was I was instructued, was being processed. Yesterday I was informed that it had been denied on XX/XX/XXXX without any explanation. I was then told by the rep that she'd put in another exception request for me referencing the paid receipt. I called back later in the day and was told by another rep that the previous rep " got side tracked '' and never put in a request. So now I have to wait another 3 to 5 business days to have a response from " corporate '' then another 3 to 5 business days for the reimbursement to be processed, assumed it's approved. This is yet another delay tactic to hold on to my money as I had been told that as long as I provide a receipt signed by the contractor I'd get reimbursed. I need this escalated ASAP! How am I expected to get my home repaired and pay my mortgae on time if these people are not releasing the funds?? - I have asked to speak with their supervisor and was told that someone would contact me in 2 to 3 business days. My latest request was on Monday and as of today, Friday, nobody has contacted me.
03/28/2017	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TN 372XX	Web	Servicemember
Franklin American Mortgage Company ( " FAMC '' ) wrote a letter dated XX/XX/2017 that they had assumed my mortgage from XXXX on XX/XX/2017 & notified me that payments should be sent to FAMC, XXXX XXXX, XXXX XXXX, XXXX, TN XXXX. In a letter dated XX/XX/2017, I was notified that payments should be sent to a new address at XXXX. XXXX XXXX, XXXX, NJ XXXX. I later identified the second address belonged to a company dba XXXX. FAMC did not notify me of this company 's name or that they would be servicing the loan. On XX/XX/2017, I contacted XXXX about receiving what appeared to be a phishing attempt from XXXX XXXX XXXX ( " XXXX '' ), XXXX. XXXX XXXX, XXXX, SC XXXX, with a postmark of XX/XX/2017. XXXX claimed I needed to enter personally identifable information ( PII ) into XXXX 's website : " XXXX. '' XXXX also claimed " in the event we do not receive this evidence of Master Insurance coverage, we plan to purchase coverage to protect our interests ... You will be required to pay us for any period during which the insurance we purchase is in force, but you do not have insurance. '' Please be aware that I quoted the prior passage from XXXX 's grammatically plagued XX/XX/XXXX letter. On XX/XX/XXXX I contacted XXXX about the apparent phishing attempt. XXXX claimed that XXXX was legitimate and that XXXX was making a legitimate request. FAMC did not notify me of this second company 's name or that the second company had the authority to charge me for insurance for information they had never requested between XX/XX/XXXX, to XX/XX/XXXX. On XX/XX/XXXX I contacted South Carolina 's Secretary of State to identify whether this company existed as a registered business entity in XXXX. XXXX is not a registered business entity. On XX/XX/2017, I sent a QWR via certified mail with return receipt to FAMC Compliance Department - Complaints requesting more information on XXXX and to acknowledge the Master Insurance Policy for my building. On XX/XX/2017, I received a delivery attempt from XXXX. I visited a XXXX location & received my package. FAMC drafted a response on XX/XX/2017 ( that was not received until XX/XX/2017 ) acknowledging receipt of my correspondence. FAMC did not acknowledge that my correspondence was a QWR nor did they acknowledge receipt of the Master Insurance Policy for my building. Finally, FAMC gave themselves at least thirty ( 30 ) days to respond to my QWR. I need FAMC to acknowledge receipt of the enclosures included in my XX/XX/2017 QWR & to ensure that XXXX does not attempt to send invoices to me for information that was not requested until XX/XX/2017. Please let me know if you need additional information. Thank you, XXXX
09/22/2017	Yes	Mortgage VA mortgage	Trouble during payment process	TX 76548	Web	Servicemember
For 13 consecutive months, Franklin American Mortgage Company ( FAMC ) has mismanaged two VA refinance loans originated in late XX/XX/XXXX. Both the CFPB and Texas Attorney General 's office were helpful in resolving many of the problems due to direct intervention in XX/XX/XXXX-XX/XX/XXXX. However, FAMC continues to violate the RESPA and my rights as a borrower in regard to these two loans. The loans in question : - XXXX XXXX XXXX ( rental property pending sale on XX/XX/XXXX ), loan # XXXX - XXXX XXXX XXXX ( primary residence ), loan # XXXX Fraudulent Late Fees : From XX/XX/XXXX - XX/XX/XXXX, FAMC misapplied monthly payments for the XXXX XXXX property ( loan # XXXX ) that were received in a timely manner per the loan agreement. FAMC 's actions caused processing delays and false, negative reports to credit reporting agencies. Following CFBP and Texas State Attorney General office intervention, it appears that FAMC has corrected the false credit reporting, but they continue to account for late fees from this time period to the amount of {$210.00} as of the XX/XX/XXXX statement. These fees were generated due to FAMC errors, not my payment history. I have attempted to get FAMC to clear these fees with no success. This property is under contract for sale with closing date schedule for XX/XX/XXXX. It is in both our best interests for these fees to be removed before then. Failure to Respond : I have sent multiple requests for FAMC and they seldom receive attention. My last formal request was sent in early XX/XX/XXXX and FAMC acknowledge receipt on XX/XX/XXXX. To date, they have not responded. The request was for the company to transfer both of these loans, especially the one for my primary residence ( XXXX XXXX, loan # XXXX ) to another mortgage servicing agency due to FAMC 's reported failures on every aspect of loan management - escrow, payment processing, and harassment that all stem from FAMC 's internal failures. Due to their repeated and continuing violations of the terms of the contract and the RESPA, I have no faith that FAMC will ever comply with either. Knowing that FAMC has such a significant impact on my financial well-being and credit rating is unacceptable. The only acceptable solution is that this loan be transferred to another mortgage servicing company. Objective : - Remove fraudulent late fees before the loan closes on XX/XX/XXXX and ensure these fees do not get included in the sales process. - Refund any late fees paid to date if the above is not completed timely. - Receive confirmation that FAMC has transferred loan XXXX ( XXXX XXXX XXXX ) to another mortgage servicing company.
02/17/2017	Yes	Mortgage VA mortgage	Loan modification,collection,foreclosure	NM 870XX	Web
I 've had many issues with Franklin American Mortgage company. However my chief complaint with them and reason for coming to the cfpb, is the fact that they sent an inspector out to my home after I had become delinquent on some payments and that inspector took it upon themselves to turn off my water. Once that inspector turned off my water without my knowledge, the boiler that runs on gas proceeded to still run and the gas burned up my boiler. Now my boiler caused a small fire in my home and that fire has ruined my boiler. When I called the mortgage company and asked them what they sent an inspector to my home for, they said that it was because I was delinquent on payments. But at the same time I had also already supplied them with XXXX applications for short sale / deed-in-lieu of foreclosure documents. I have been working with the company since approximately XXXX of 2016 trying to get a short sale or deed-in-lieu of foreclosure started. However I got nothing but the runaround for almost the entire process and it took an entire month to just get them to send the application to me. After the application was sent to me the first time it was processed but they never sent me any notification that they required additional documentation so they just closed out the application. The next time I started the application over they actually lost the documentation and now I 'm in the third time of having to send them the application. When I asked to elevate it to a supervisor, the supervisor gave me an incorrect extension and fax number for them. Luckily and thankfully the VA that also is in charge of my loan, called me and they are now assisting me with getting the correct documentation over to the subservicing company. However at this current time I am over {$9000.00} delinquent and I feel that that amount would be much less if they would have just aproved the initial short sale or deed-in-lieu of foreclosure documents. And on top of it all, I understand that I am delinquent on payments, however I feel that they should not harass me by calling every evening after XXXX finally after telling the VA all of this, they suggested that I contact the cfpb with a complaint and ask the cfpb to assist in getting the mortgage company to purchase a new boiler for the home in question. My insurance will not cover it because the XXXX person who dealt with the boiler on fire, would not provide a more detailed statement due to liability issues. I would like to thank you in advance for reviewing this complaint and I look forward to hearing from someone regarding this.
04/26/2018	Yes	Mortgage VA mortgage	Struggling to pay mortgage	FL 329XX	Web	Servicemember
In XX/XX/XXXX I was effected financially by Hurricane Irma and asked Franklin American Mortgage if any assistance could be offered. They provided me 3 months of no payments with the intent do a Disaster Loan Modification to move the 3 payments and the interest to end of the loan. In late XX/XX/XXXX I started and applied for the Disaster Loan Modification process with Franklin and made a payment for XX/XX/XXXX for {$1800.00}. I was put on an forbearance period of 3 months with a new mortgage trial payment and APR. Originally I was told that XX/XX/XXXX - XX/XX/XXXX was the trial period and then it changed to XX/XX/XXXX - XX/XX/XXXX. Two concerning events happened during XX/XX/XXXX ... first they had on file that I " Accepted '' the trial period terms when I had never have done that because they never contacted me with the new payment information. After learning this, I did accept the updated payment information. Secondly they did not inform me in XX/XX/XXXX when I started this process that my APR would change, had I known that I may have sought out other means to help myself out financially. I made the first two trial payments for XX/XX/XXXX and XX/XX/XXXX of {$2000.00} each. In XX/XX/XXXX I learned ( they again did not tell me this ) that the lien was not in 1st position that there was a judgement lien against my property for another person with a similar name as mine. I worked with Franklin to get the information and went to my local court house to find out that there are no other liens against my property and the legal information Franklin has are simple court orders from previous years dating as far back as XX/XX/XXXX. I sent them this information on XX/XX/XXXX and requested an Affidavit to help prove that the persons on the legal document are not in fact " me ''. It has been almost three weeks, I have talked to multiple representatives and 3 supervisors all who can not tell me any information about where the " lien not in first position '' issue is at, and if the information that I provided will correct the issue. I am in my last 30 days of the trial period and the modification request is showing denied for this reason. If Franklin does not have this lien position resolved by then this could severely impact me financially and force me into a foreclosure because of a false red tape / paper work error. At this point due to the lack of communication, cooperation and unwillingness to get me answers to help resolve a simple issue, I feel like I am fraudulently being force to foreclose on my property.
10/10/2015	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	PA 19020	Web
I sold my home on XXXX XXXX 2015. I spoke with my Lender, Franklin American Mortgage co, multiple times before closing and was given different answers and the same thing happened after closing. Multiple issues include : the title companies check does not match what was deposited into my account that the mortgage co has listed and I was told I would receive a refund but never did. 2nd. the title company was given the closing payoff for XXXX/XXXX/2015 but should have only had the one from XXXX/XXXX/2015 and as the instructions state on the payoff statement I would just add XXXX give or take if paid after the first of XXXX/XXXX/2015 there was no cut off date on payoff form to state when this payoff was not valid any longer. I was informed by XXXX different mortgage representatives that since I was closing XXXX/XXXX/2015 I would go by the XXXX/XXXX/2015 statement and follow the direction of adding the interest. I was told multiple times that the title company should have not received the XX/XX/XXXX payoff and the mortgage company had no clue how they got that XXXX. The mortgage company told me that I would receive a refund since there would be a difference in the XX/XX/XXXX payoff which was the correct one the title co should have had. 3rd I paid MIP multiple times and feel have overpaid. I was told by the co mortgage payments are in retro so my last payment was XXXX/XXXX/2015, which would have been for XXXX 's interest and MIP and then XXXX XXXX 's payment ( closing ) included all the interest and fees and that would have been payment for XX/XX/XXXX and XX/XX/XXXX. However, I paid fees in closing plus XX/XX/XXXX and XX/XX/XXXX there was MIP payments taken out. Since additional MIP payments were removed from my account I received XXXX from my escrow balance and not the XXXX that I was told from the mortgage company I would receive. I have communicated with multiple people including managers at the mortgage company, but all of them had a different answer or reason. I think I am owed a refund for additional MIP payments removed from my account and also the difference in what was paid on the HUD sheet verses what the mortgage company has in my account history. My final contact with them was through certified mail and they responded back with even different info then I was told on the phone by them and the same paperwork I have been sent that still does n't make sense
04/30/2017	Yes	Mortgage Conventional home mortgage	Applying for a mortgage or refinancing an existing mortgage	MD 21230	Web
In XX/XX/XXXX, I purchased a home. Franklin American Mortgage Company financed the mortgage loan. They disallowed me from utilizing {$15000.00} of XXXX XXXX XXXX financing, based on a bylaw which deems community secondary financing ineligible. We had received {$10000.00} in the settlement office from the Vacants to Value program which provides funds for first time residents of previously vacant homes. The lender did not allow this money to be used in our deal. We had an active application with the Community Development Block Grant ( CDBG ) Homeownership Assistance Program for {$5000.00} for income-eligible city residents who are first time homebuyers. The bank considered these funds as community second financing because they are structured as forgiveable loans. Such a bylaw counters local efforts for community revitalization and homeownership and is discriminatory against homebuyers in minority populated, low income areas in need of community stabilization. XX/XX/XXXX: Began working with mortgage broker referred by real estate agent. Informed broker about intention to utilize community funds for financing our purchase. XX/XX/XXXX : Sent relevant documents to broker for loan approval XX/XX/XXXX : Sent relevant documents to broker for CDBG and Vacants to Value program applications. Applications required lender information. Broker informed me the grant applications would be completed and sent in on Monday, XX/XX/XXXX Received loan package documents from XXXX XXXX XXXX XXXX XXXX of XXXX, MD ( acting in conjunction with Franklin American Mortgage Company for home financing ). Signed and returned. XX/XX/XXXX : Informed of conditional loan approval. XX/XX/XXXX : {$10000.00} issued to me from Vacants to Value Booster Program and sent to settlement office. Documents explain grant structure as 5-yr forgiveable loan. XX/XX/XXXX : Informed of inability to utilize community seconds for financing based on underwriters bylaws. Broker forwarded me language from the banks guidelines which was provided by email by Franklin American Mortgage Company Senior Account Executive for Maryland. XX/XX/XXXX : CDBG grant coordinator confirms structure of CDBG financing as a 5-year forgiveable loan. XX/XX/XXXX : Closing date. No public funds were used in home financing. Check issued by Vacants to Value Program was returned.
01/31/2017	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TX XXXXX	Web
Franklin American Mortgage Company was notified by way of a conference call between me, my insurance agent, and a Franklin American representative that I was dropping my insurance coverage with XXXX and was picking up coverage with XXXX, XXXX XXXX XXXX. That call took place XX/XX/XXXX. My new home hazard coverage began taking place on XX/XX/2017. When Franklin American sent me a notice in the mail that they did n't have any record of my new coverage, I sent all the new insurance information from my declaration page. Two weeks passed. I received notice from XXXX that they had n't received payment from my escrow account and, I was about to be dropped from their coverage. That 's when the nightmare began. I had a week to prove I was covered. I placed multiple phone calls and waited for 30 minutes at a time with each person ( XXXX, XXXX, XXXX ) to be told continually that they had n't received anything in the mail. I had my new insurance agent fax a copy of my coverage on Friday, XXXX XXXX. I called on Monday and Tuesday, XX/XX/XXXX and XX/XX/XXXX and continually got the run around. Eventually Franklin American workers told me that the fax was illegible. I then faxed a PDF myself to the company. I was promised by XXXX that she would call me to tell me whether or not she received it and could read the information. I never received a call. I now had hours left before being dropped from coverage. I am a single mother who is a teacher. I clean houses on the side and tutor students to make extra money. In a panic, I ended up calling XXXX and they told me to avoid being dropped from coverage that I should make a small payment of {$240.00} and then whenever Franklin American finally decided to get their act together, I would be reimbursed. So that is what I did. I did n't have the spare cash. I will not go grocery shopping this week now. I stay updated and on top of things. I did my part and Franklin American failed me continually. Their customer service did n't seem worried about my finances or my coverage being dropped. I felt that certainly, incompetence played a part in this circumstance.
10/17/2017	Yes	Credit reporting, credit repair services, or other personal consumer reports Credit reporting	Incorrect information on your report Account status incorrect	UT XXXXX	Web
On XX/XX/XXXX, I had called in to customer service because we had issue trying to make our XX/XX/XXXX payment online. After speaking with an agent, she informed us that it was due to us being approved the loan modification program, which would lower our payments. During the conversation, I was informed that we did need to make a payment until our XX/XX/XXXX payment was due, on XX/XX/XXXX. When XX/XX/XXXX rolled around we noticed that our XX/XX/XXXX payment we into a past due status and I contact the company again to resolve this. At that time I was informed that the call would have to be reviewed, and the agent did see the notes clearly on our account that stated we were informed no payment was due until XX/XX/XXXX. He even mentioned it would take about a week to review and to call back. A week later I called back and was informed it was still being review, and to call back. I gave it a few more weeks and called back the end of XX/XX/XXXX to make our XX/XX/XXXX payment over the phone, and scheduled it for XX/XX/XXXX. At that time, the agent after asking about the status mentioned that it was still being reviewed, and proceeded to inform me that it would be updated on our credit that Franklin is working with us. That is incorrect, because I pulled my credit report this month as a result of the Breech, and we are still showing 30 and 60 days past due, for XX/XX/XXXX and XX/XX/XXXX. We in good faith, did exactly what we had been advised by the rep in XX/XX/XXXX and made no payments until XX/XX/XXXX. We have even during this period of time left message on the online messaging system to seek a resolution, which all 3 have been clo sed with no outcome or response from Franklin American. The first inquiry online was on the old system and got purged, on the consumer side, when the new website went live, the other 2 have been closed. One indicating we need to verify who we were, which we did when we signed into the account. The second request on the new system was again an attempt to resolve, and was closed with no comments on outcome.
07/06/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	OR 97008	Web	Older American
My problem is the interest calculation for a mortgage loan in the final weeks before a payoff. I took out this loan in XXXX 2016 and made regular payments ending with my regular payment on XXXX XXXX, 2016. I have no problem with the servicing of this loan through XXXX XXXX, 2016. Starting on XXXX XXXX, 2016 I began making a series of additional payments with the intent of paying off the mortgage in early XXXX. I am making the final payoff as using the payoff amount requested by Franklin American this Friday XXXX XXXX. I dispute this amount. I am paying it in full at this time, but am asking for a review of this amount and a refund if they have made an error. Basically, I can not understand the interest calculation for the period following XXXX XXXX through the final payoff on XXXX XXXX. In particular, my Franklin statement shows that a portion of the payment I made on XXXX XXXX is allocated for interest. This amount of {$890.00}. I do not understand their reasoning. I talked to a representative on the phone before making this payment and was told that the entire payment would go towards principal reduction since I had already made my regular XXXX payment a day earlier. Then to my shock I looked at my account and saw that {$890.00} was credited for " future '' interest in XXXX. This premature calculation of " future '' interest is absurd as the loan will be fully paid off long before then. I think the interest calculation should be based on the actual principal owing at the end of the month, not some hypothetical " future '' assumed principal. I attempted to explain this to a Franklin representative on the phone and was not able to get her to make an adjustment or get her to provide documentation or a calculation showing their methodology. In my opinion I have now overpaid this loan. I am not sure of the exact amount, but estimate that it is on the order of {$700.00}. I request that you compel them to do a proper interest calculation, furnish this calculation to me, and refund the appropriate difference to me.
06/18/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TX 783XX	Web	Older American
Franklin American Mortgage company advised that I needed additional flood coverage, which I purchased and my insurance Co. sent a fax stating I had the extra coverage. FAMC maintained they did n't get the fax so I had my insurance co, send a XXXX fax. FAMC admits they received that fax and they posted it on XXXX. I received my XXXX house payment bill and it showed that I owed an additional {$48.00} for insurance which FAMC said it purchased on my behalf. I called FAMC and complained about my bill and the lady looked up my account and advised me they had mad a mistake and not to pay the extra {$48.00}. I asked her to e-mail a copy so I would have proof that I did n't owe the extra money. She stated that I would receive a confirmation e-mail between XXXX and XXXX hours. After waiting for more than XXXX hours, I again called FAMC and spoke with a supervisor named XXXX on XXXX. She too stated I did not owe the extra {$48.00} and I told her why I wanted an e-mail verification. Her reply was " I promise you I will check into it and I will call you by Wednesday XXXX. '' I still have not heard from XXXX. On XXXX at XXXX, I again called FAMC and this time I spoke with supervisor XXXX. She also said I did n't owe the extra money. but when I asked her the name or the entity that I must contact to file a complaint against FAMC, she hung up on me. I immediately called back and contacted supervisor XXXX. She said she would look into it and call me " right back. '' I asked her how many days or weeks it was going to take her to call me and she repeated " I will call you right back. '' It has now been XXXX hours and XXXX minutes since XXXX said she would call me right back. If you have any authority over matters like this, I certainly hope you suspend XXXX 's right to hold mortgages as they know nothing about running a business, let alone XXXX that hold a lien on real property. Thank you for your prompt attention to this matter. Sincerely ; XXXX XXXX XXXX XXXX XXXX XXXX
04/21/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TX 76227	Web
I have been in my home for 18 months. On XXXX XXXX, XXXX the current servicer of my mortgage ran an escrow analysis that resulted in my monthly mortgage payment doubling from {$1400.00} to {$2900.00}. This was reportedly the result of the XXXX property taxes being grossly underestimated in the payment schedule presented to me. I have a 30-year conventional loan with a fixed interest rate. The new payment of {$2900.00} is being imposed over 12 months in order to reimburse the XXXX Escrow shortage and to make the XXXX Escrow balance current. My finances will not allow me to make these substantially increased payments on this mortgage at the new monthly payment. The home I bought was a new construction home direct from the builder and I used a mortgage banker that the builder considered to be preferred. I went ahead and used this mortgage banker to originate and fund the loan and upon closing the deal, the mortgage was sold to another financial institution who now services the loan. At closing, the Title Company included a Payment Shock Notice, which makes mention to an expectation for bills to increase substantially and my monthly escrow payment could be much higher. These terms are very ambiguous and the increase I experienced is not substantial, it is tremendous and I feel, in no way should be considered reasonable to impose on a consumer. My inability to afford this new payment will cause me to immediately default on the mortgage, it will cause financial turmoil, and will cause immeasurable disruption to my family. It appears that there was an error on part of either the mortgage banker who wrote the original loan, or the current mortgage servicer that took over the loan. This situation is absolutely unreasonable, and my family is the victim of a massive mistake that was made by a professional organization that we trusted to handle the transaction of purchasing a home.
10/12/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	SD 57105	Web
I have a mortgage with Franklin American Mortgage Company. Related to my complaint is an insurance claim from hail damage to my home for which I am attempting to recover funds. I have endorsed and forwarded checks to Franklin American from my insurance company as well as all documents required. I have correctly followed the procedures required according to the website and the customer service representatives to whom I have spoken at Franklin American. After having my roofing job inspected for them, Franklin American still will not release the money to pay the roofing company. Currently, monies totaling {$7600.00} are being held by Franklin for both roofing and window repairs. Instead of only repairing the cladding to our windows which was approved by the insurance company, my wife and I decided to replace all the windows in our home at an additional cost to ourselves. Because the documentation for the window replacement exceeds the amount to repair the cladding approved by my insurance company, Franklin American told me that they can not release any monies to me until I pay my window contractor in full. Franklin American is making it nearly impossible for me to effect repairs and pay the involved contractors. Their information and requirements change each time I speak with them. This is the second time Franklin American has made me jump through hoops in order to collect the money they hold from my insurance company. The first time Franklin American retained funds was when my last house sustained hail damage. I feel unlucky that my current mortgage was bought by Franklin American on the secondary market. I am requesting that the CFPB look into the practice of Franklin American mortgage company keeping their borrowers ' insurance funds far longer than acceptable. I can only surmise that it benefits Franklin financially to retain my insurance funds.
10/11/2016	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	CA 90220	Web
On XXXX XXXX 2016. Franklin America Mortgage deducted {$220.00} for a payment to Hazard Insurance. However, this had just been paid on XXXX XXXX, 2016. I made the first call to Franklin American on XXXX/XXXX/2016 and was told that a check was sent to my insurance company but the insurance company rejected it several times and they ( FAM ) would adjust my account within a week. I also asked for an insurance bill. I called them again on XXXX because the amount was not refunded to my account and was told basically the same story by different reps on calls made XXXX, XXXX, XXXX. On XXXX XXXX I decided to stop calling and start getting things in writing from the Franklin American. Below is a summary of the different stories I 'm being told. XXXX - FAM response : A check will be mailed to me directly by the insurance company. XXXX - My response : When will the payment be mailed to me? What is the name of the insurance company, phone number etc. XXXX - FAM response : My insurance XXXX XXXX from the XXXX XXXX XXXX submitted a request to have the premium refunded on XXXX XXXX, 2016. He can be reached at XXXX. XXXX Called XXXX to check the status and XXXX said he did n't know anything about this but to provide him an invoice or an account number from the insurance company and he would ask for the refund. XXXX - I emailed FAM asking for the refund. XXXX - FAM response : According to our records, our insurance department is awaiting the refund to be applied back to our escrow account. XXXX - My response - This is not correct. I need a copy of the insurance invoice Franklin American Mortgage received and paid. This seems like fraud. I have asked several times for this invoice and I get a different story every time. Another problem is that my loan is being take over by another company as of XXXX and FAM has not corrected this issue. Thank you,
07/09/2015	Yes	Mortgage Conventional fixed mortgage	Application, originator, mortgage broker	VA 231XX	Web
I have been strung for over two months to get my escrow and tax refund from Franklin American Mortgage Company. I sold my house on XXXX XXXX, 2015. Monies were received by XXXX on XXXX XXXX, 2015. On XXXX XXXX, 2015, there was a refund listed in my account balance. Over a week later, I inquired as to where the refund was. I was told to wait ten business days. On XXXX XXXX, I emailed inquiring about the money again. I was told that they would immediately issue another check. In this time, I did move - however I had my mail forwarded to me. On XXXX XXXX, my statement again shows the money being withdrawn. Due to my move, I waited until XXXX XXXX to call. I was told by the customer service rep that a check would be issued the following day and sent to me overnight. I see the funds going in on XXXX XXXX an d the money being withdrawn on XXXX XXXX - but still no check. The check should have been here by Wednesday, XXXX XXXX. I called again today XXXX XXXX XXXX XXXX to check on the status. I was not happy ( It 's been over two and a half months since I paid off my loan! ) but I was professional. The CSR told me the check was not issued and was 'pending ' ... she could not give me a true time when the check would be mailed. I then spoke to the supervisor XXXX. He kept apologizing saying he understood but really would not listen and did not provide any answers except that the check may be sent on Friday ... or Saturday or maybe Monday - no SOLID answers. He did tell me quite firmly that I was being sarcastic ... I said how would you be if a company told you that they issued a refund check TWICE but it was not received although you have received other correspondence from then during this period ... I am beginning ti think that I am in the middle of something illegal. Please help.
05/23/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	MS 39046	Web
Had a storm hit my home, with tree falling on home, wind, hail damage to home, vehicles, pool, hotub. XXXX XXXX XXXX XXXX took almost 2 months to write check which is around XXXX in total. While waiting for insurance company, I had to start repairs, hire contractors, pay contractors, and also did a lot of work myself, since I use to be a contractor and built homes. I paid for work, supplies, and contractors myself, out of pocket, and currently have paid XXXX, somewhere around XXXX in repairs out of my pocket. I received a check to me and Franklin American mortgage. I contact them about endorsing the check, so I can continue to have my worked on, and get it finished. I was told NO. They will keep all funds, and release money to contractors they approve. And any money I am out of pocket, is just my loss, because I 'm no longer a licensed contractor, and let my license expire in 2007 when I was sent to XXXX and did not renew it, and decided to not build anymore and became a full time XXXX. I was told money paid to contractors already, was not approved XXXX, and would not be paid back to me. And any contractor working on my home now, will not get paid unless they submit a stack of forms required. And I was forced to pay out of pocket for work done to that point, and contractors said they will no longer work on my home, because they have had to deal with Franklin mortgage before, and it took weeks or even months to get paid, because they always found a reason to delay payment. And the contractors refused to wait for XXXX, and said I was responsible for payment immediately upon completion, or they would not agree to do work. So XXXX refuses to endorse check, or pay money paid by me already. They are going to hold all funds and release it only when they agree too
08/22/2017	Yes	Mortgage VA mortgage	Applying for a mortgage or refinancing an existing mortgage	MT 59601	Web	Servicemember
The company that is servicing my mortgage, Franklin American Mortgage, notified me today through U.S. mail that they have sold my mortgage to another company, XXXX, XXXX. The effective date of this transfer isXX/XX/XXXX. The date on the notice FAM sent me is XX/XX/XXXX, but the law pertaining to this, 1024.33 ( b ) ( 2 ) ( ii ), states clearly : " ( T ) he transferor servicer shall provide the notice of transfer to the borrower not less than 15 days before the effective date of the transfer of the servicing of the mortgage loan. '' Having received the notice only today (XX/XX/XXXX ), the transferor servicer did not comply with the requirement of the applicable statute. The fact that the notice may have been written prior to the 15-day window is irrelevant. Franklin American is required that I have such notice in my hand at least 15 days prior to the change is the relevant factor, and they are not in compliance with the statute. The company had many alternatives to ensure that I received this notification in a timely manner. Sending the notice via overnight mail would have gotten it to me within time, as would them calling me or emailing me. My profile with their company includes all my current contact information, and there is also a message tab on my account where they could have posted this notice. They did none of these things, insuring that I would receive notification late. The timing of this transfer is problematic. I get paid once monthly, on the XXXX. I have set up a recurring payment to come out of my account automatically, but I must cancel these recurring payments several days in advance, and they rarely post to my account until the XXXX, which is the date the notice indicates this transfer will become effective.
02/16/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	TN 372XX	Web	Servicemember
Hi, I am responding to the letter from Franklin American Mortgage Company C/O Central Loan Administration ( FAMC C/O CENLAR ) drafted on XX/XX/XXXX ; postmarked XX/XX/XXXX ; and received on XX/XX/XXXX and the letter from Insurance Processing Center ( IPC ) drafted on XX/XX/XXXX, postmarked XX/XX/XXXX, and received on XX/XX/XXXX. My insurer completed the required tasks on XX/XX/XXXX, and sent documentation to FAMC C/O CENLAR. However, FAMC has delayed reviewing this information. Initially, my insurer used the incorrect dates for insurance policy for my property. I requested the dates on the coverage be corrected on XX/XX/XXXX, prior to closing on the condominium ( condo ) on XX/XX/XXXX. The corrections were not completed. I followed up on my request for correction on XX/XX/XXXX. The corrections were not completed. I followed up a third time on XX/XX/XXXX, and finally saw some movement to make the corrections with an initial policy starting XX/XX/XXXX, to XX/XX/XXXX, and the current policy from XX/XX/XXXX, to XX/XX/XXXX. My insurer completed the required tasks on XX/XX/XXXX, and sent documentation to FAMC C/O CENLAR. FAMC C/O CENLAR & IPC did not review documentation prior to sending threats to charge me for insurance that " may be signficantly more expensive. '' On XX/XX/XXXX, I filed complaint XXXX with the CFPB due to IPC threatening to charge me for insurance that was already obtained. IPC did not make any effort to review documentation of the insurance on file before sending a threatening letter. Unfortunately, the prior complaint did not correct IPC 's practices as the XX/XX/XXXX, letter claims they " plan to buy insurance for [ my ] property '' without any reference to the insurance coverage on file with FAMC.
08/10/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	GA 30909	Web
Complaint against Franklin American Mortgage. A payment of {$800.00} was sent to them through Bill pay for {$800.00} on XX/XX/XXXX for XX/XX/XXXX payment. The payment cleared the bank on XX/XX/XXXX. Another payment of {$800.00} was sent to them through Bill pay for {$800.00} on XX/XX/XXXX for the XX/XX/XXXX payment. The payment cleared the same day. XXXX XXXX XXXX applied the payments to the wrong account. When I received a letter stating my mortgage was past due, I called. I faxed proof of the payments on XX/XX/XXXX. This proof - which was straight out of the checking account with reference numbers was not enough. Bill pay had to get involved. They called me at work and informed me of a past due balance - without every reading the notes on my account that two payments were being researched. Every time I called to check the status, they were unable to locate information or had not found the payments. The payments and past due amounts were finally applied to my account after I faxed the proof of payment 6 different times to their company. I called today to make sure they were updating the credit bureau, they reported the mortgage delinquent two months in a row. I had already requested this in writing, but nothing was being done. She said it would take a minimum of 30 days. I explained to her that it literally takes a minute for her to fax a letter to the credit bureau stating it was reported in error. This company is unprofessional. They are worried about receiving their money but are not concerned with helping you when they have misapplied the payments. They also are not interested in correcting their mistake with the credit bureau. I DO NOT RECOMMEND EVERY HAVING A MORTGAGE WITH THIS COMPANY
07/27/2017	Yes	Mortgage FHA mortgage	Struggling to pay mortgage	AL 36867	Web
I have XXXX XXXX XXXX XXXX along with other serious illnesses. In XXXX of XXXX I payed Franklin American my mortgage payment. I feel behind 6 months and was denied XXXX stating I could do other work which was disputed by all my physicians. I did advise Franklin American I would catch my payments up with my tax return which I did. Then they modified my payment to {$5.00} a month for twelve months. Around the 10th month in I had to fill out paper work for an extension as in all the times I sent this paperwork in they kept misplacing documents. I asked for a 1-6 months extension because with my attorney and Honorable Congressman XXXX XXXX I was given a on the record Fully Favorable decision from the XXXX in XXXX. I sent in the letter and all other documents, which the XXXX letter stating I was approved for both XXXX and SSI back dated to when I appliedXX/XX/XXXX. I told Franklin American I would pay all money owed them when I received my back pay. I called the loan work out department who said I was missing documents again and that my home was being foreclosed XX/XX/XXXX. I contacted the attorney who said a date was n't set but I just received paperwork saying if I do not pay {$130000.00} my home would be sold. Now I have to hire an attorney costing me more money that I need to give back to mother who I owe for my daily living expenses. I have received phone call after phone call from a automated number from this company this has put me under further stress and XXXX. If you check my payments up until my XXXX when I had an income I was paying my mortgage on time and more often early.
02/21/2018	Yes	Mortgage Conventional home mortgage	Applying for a mortgage or refinancing an existing mortgage	CA 95148	Web
I applied 6 loans with Franklin American Mortgage Company. The lender approved the loan. They asked me to submitted additional documents. I submitted everything and cleared all conditions they asked for. All conditions were cleared. They also even allowed us to proceed to input fees to order final loan documents. All of sudden, they denied all 6 loans WITHOUT ANY REASON. We were asking for the real reason and they did not tell us. Even their employee ( account executive ) did not know the reason. They did not send me the lender with the reason they denied the loan. When my broker asked, they send me a letter with the reason as " Unverifiable Information ''. This is NOT correct as I provide them all information they ask for. After many times begging Franklin to give my broker the real reason the loans were denied, they still did not provide the real reason. The only reason provided through the Account Executive ( XXXX XXXX ) was that borrower failed to disclose properties. This was not true because we did provide all properties as soon as lender asked for. Not until XX/XX/2018 ( after I pressed for the true and honest reason ) that Franklin American told me about the exception ( that they only allow up to 4 properties and if more than 4 properties, exception is needed ). Why Franklin did not tell us upfront the real reason? They did even cleared this exception conditions in their website. And if the exception of 6 properties was the real reason, why didn't they deny two loans and still allow me to proceed with 4 loans?
04/19/2017	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	PA 194XX	Web	Servicemember
I purchased a home in XXXX XXXX . My school taxes for XXXX were not paid at closing but put into escrow to be paid in XXXX XXXX by my mortgage company franklin american mortgage company . However. eventhough the mortgage company had the money to pay the school taxes for XXXX they did not until they were reported late in XXXX XXXX . XXXX county tax collector started sending letters to my home about unpaid XXXX school taxes. after numerous hours and calls to different reps at my mortgage co they assured me the taxes were paid in XXXX However, instead of my mortgage company sending them to the county they sent them to the local tax collector for my school district. XXXX confirmed she received the check from the mortgage company but is unable to accept back taxes and that she returned the check about XXXX to the mortgage company. The problem is now that i have a lein placed on my home by the county from the beginning of XXXX because they have never received the funds. i as the consumer have been helpless in this. no one at the mortgage company has helped nor frankly cared to expedite this knowing the urgency since my intial call in XXXX XXXX XXXX now i have a lein and derogartoty marks on my home which potentially effects my home owner standings, future loans, refis etc. This is unafir, unjust, and unwarranted. i need help legal help asap please! my voice has not been heard or validated by franklin american mrtg company and their incompetence has led to my terrible situation.
11/23/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TX 75075	Web
Purchased home in XXXX 2013. Bought specifically for potential equity position in rapidly growing and valuable area. Put 5 % down knowing that in a few years my home would be worth enough to justify PMI removal. After requesting PMI removal in XXXX this year, it was denied because I had XXXX late payment while I was out of the country and my servicer did not have online capabilities and I could not phone. they would not waive this late. Due to this late, I was instructed to start the process again in XXXX this year. The only method of contact for my servicer 's PMI department is email. They have no phone number and no one to contact, just have to email and hope. After several emails, I received a letter saying the removal was denied bc my home was not at 80 % LTV. It is in fact at 75 % LTV and even that tax recirds indicate so. I sent in a dispute and have followed up weekly for six weeks with no action form my servicer. I have spent countless hours on the phone and have sent numerous emails, the most recent being a " fifth and final request '' in the subject line and within the body stating that I was going to seek external assistance, which I am doing now. My PMI is $ XXXX/month and so far I have spent an extra {$3000.00} annually on this insurance that no longer applied to my credit terms and by my servicer 's determination I have paid an extra {$560.00} because of their lack of action ( the discrepancy there is due to the date I think the PMI should have been removed VS the date they claim )
08/14/2016	Yes	Mortgage FHA mortgage	Settlement process and costs	TX 77057	Web
To Whom It May Concern : My name is XXXX XXXX XXXX. I hope this e-mail finds you doing well and enjoying the summer. I am a voting resident of XXXX XXXX and am writing to request you assistance with an issue regarding Franklin American Mortgage. I paid off my home on XXXX XXXX, 2016. I was told that under the law, the lender has 30 days to refund the monies from the escrow - in this case, an amount of {$6400.00}. I was told by my lender, Franklin American Mortgage, that they have released these funds on XXXX XXXX. I was also told they released them but they had yet to be mailed nor received by me. As of XXXX XXXX, I still have not received escrow refund and it is now well past the 30 days during which the lender is supposed to refund the money. I have called Franklin American Mortgage no fewer than five times and each time I get a different answer as regards their escrow release process. I am also concerned that they are using US mail and not FedEx or a a return receipt so if a large check gets lost, they can say its not their problem and hold onto my money longer. My concern is that if Franklin American Mortgage is doing this to me, they are doing it to other homeowners as well. I have asked them to please wire the money or FedEx a check ; their representatives tell me that they are unable to do so. Can you kindly provide assistance? My loan account number with Franklin American Mortgage is # XXXX ; my property address is XXXX XXXX, XXXX, TX, XXXX Regards XXXX
10/09/2015	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	MS 395XX	Web
I was divorced XXXX 2014. Because of my divorce, I suffered financial hardship. I applied for a loan modification. As part of the loan modification process, I submitted my divorce decree, copy of my quit claim deed, and supporting income to show I qualified for the loan. I was approved for an FHA HAMP Modification Loan with ONLY my signature. The divorce decree stated that I would need to have my ex-husband 's name removed from the loan. I was told by the lender that after the modification was finalized then I could fill out the appropriate paperwork to assume the loan. Now, I am being told by the lender that I do not qualify for the assumption because of my " poor credit with them ''. I have poor credit with them because they told me that I would have to be 3 months behind on my mortgage to qualify. Since that time, I have met all the partial and trial payments that they have requested. I am the ONLY one that is paying this mortgage. If I do not get an assumption, then I will be forced to sell the house ( per court order - which the lender had prior to approval of modification ) or I will be in contempt of court. Since I ca n't sell the house for the amount that I owe, then both the government that secured the modification and myself will end up with a loss. The only one that will benefit is the lender. I am not trying to pass on my hardship/modified terms to someone else. I just want to have my ex-husband 's name removed from the loan.
12/28/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	AL 352XX	Web
I purchased a new home in XXXX XXXX. This home was in foreclosure and was being double taxed due to it not being homesteaded. I understood this at the time. I have paid the doubled tax rate for all of XXXX and have now obtained an estimated tax rate for XXXX from the county tax assessor 's office that is significantly less due to the home now being homesteaded. My tax rate for XXXX was {$9400.00}. This decreased in XXXX to {$3900.00}. My issue is that my mortgage company refuses to accept this XXXX estimate from the county and will only accept the actual tax bill which does not come out until the end of XXXX. So, I am stuck for all of next year paying the XXXX rate even though it is clear that the XXXX rate is much lower. The mortgage company says all they can do is maybe get a refund if I pay too much into escrow during XXXX. This likely will not happen until XXXX. I feel like they are keeping money that is mine. They should adjust my tax rate based on the estimate I received from the county. The county told me this estimate rarely if ever changes and if it does it would be minimal. I have an overage in escrow already of over {$1000.00}. If the estimate does change I would still be covered. I am paying hundreds of dollars more each month on my mortgage payment than what I should be paying but the mortgage company does not seem to care. Can you help with this? thank you.
02/05/2016	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	MI XXXXX	Web
On XXXX XXXX, I contacted my mortgage company informing them that I had started a new job and that I would be making the mortgage payment at the end of the month due to my pay being by-weekly. We agreed for me to submit a post-dated check for XXXX XXXX of this year to be sent to the processing center and that it would be noted that the check would not be processed until that date. On XXXX XXXX, upon receiving the check, the processing center processed the check and it came through my bank prior to XXXX XXXX. On XXXX XXXX, I contacted the mortgage company, and they were less than helpful with me in resolving this issue. I was also informed that the company only makes post-dated arrangements electronically and over the phone, which I refused to divulge ANY information regarding my bank accounts over the phone, and that it was agreed that I could mail a check. I went to my bank later that day, an investigation was opened and on XXXX XXXX, I received a letter from the bank that there was nothing they could do about the issue, it was between me and the mortage company. As a result, I was charged {$91.00} by my bank ( $ XXXXper day ) for each day that the account remained overdrawn. I am asking that the mortgage company either refund the {$91.00} directly, or that the amount be applied towards the balance of the Mortgage principal.
01/24/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	GA 30319	Web
There has been a failure to reimburse escrow funds to the customer. After the sale of my home on XX/XX/XXXX Franklin American Mortgage owed me {$2200.00} as reimbursement for funds in escrow. According to my account online, two checks were made out to me one for {$32.00} ( written on XX/XX/XXXX ) and another for {$2200.00} ( written on XXXX XXXX, XXXX ). I have received the {$32.00} check but have n't received the {$2200.00} one even though the larger check was processed earlier. It is now well past the time that the company claims a customer should receive their refund ( 17 business days ). I have spoken to customer service representatives on the phone several times but keep getting conflicting information regarding when I can expect to receive my funds. One told me that I should receive a check within 7 to 10 days. Another told me that they have placed a stop payment on the check and it will take 14 days to re-process another check. I deem this poor and misinformed customer service. I have attached a copy of the {$2200.00} check that I downloaded from my account online ( but have n't yet received ). I would like to receive my check of {$2200.00}. I would also like the business to alter their guidance to customers on the timeline of escrow reimbursement. In this case, this timeline has been misleading.
01/17/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	UT 84108	Web
XXXX XXXX XXXX XXXX 's website is non-functional for me. I had a username and password. They redid their site and my old sign-in did not work. I have tried more times than I can count to sign in with what I have recorded or to use the " forgot username '' or " forgot password '' function. I have tried to initiate a new account. Nothing has worked. There is a phone payment function but today it took me THREE CALLS for it to finally get me to the right place and accept my payment. My time is quite valuable, so it can be argued that such trouble costs me up to hundreds of dollars each time. I have spoken with customer service and have emailed complaints SEVERAL times. I always get an email back saying I will be contacted to resolve the issue and I never am. Today I was frustrated to the point of calling my former mortgage servicer and inquiring about a refinance. It could be easily done but the cost involved makes it impractical. As bad as I want to be rid of Franklin American, I do n't wish to pay thousands extra to do it. I think they should be forced to repair the problem and compensate me in some way. I do a great deal of banking and purchasing on line and can honestly say I have had nothing close to this level of difficulty. The problem has persisted for over six months now.
10/25/2017	Yes	Debt collection Mortgage debt	Written notification about debt Didn't receive enough information to verify debt	VA 23236	Web
Hello, I 'm writing in regards to a new mortgage ( 60+ Days ) that has been transferred between several banks and XXXX XXXX XXXX I have never received a statement or bill from any company and do n't know how much to pay. I 'm now in behind with the Franklin American Mortgage Company. I 've attempted to call and find out what the amount is but the phone system continues to re-route me or re-direct me. I can not contact their Collections Department and there is no number listed on their site or from XXXX searches. They have sent me two letters telling me I 'm late, with incorrect contact information or NO contact information for the Collections Department. They have hours of operation, very handy, but no way to call, not very handy. This is a violation of my rights under UDAP. I 'm being charged fees for a mortgage where I have NEVER received a bill from Franklin Mortgage. How am I supposed to pay if I do n't know the amount? They are trying to illegally service this loan and eventually take my home when they NEVER delivered a bill. I have have attached a copy of their Collections Letter as proof of this frustrating process. Other than a " Welcome to Franklin! '' letter, I have received only Collections notices of this vague nature. Please help.
08/10/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	LA 70605	Web
During XXXX of XXXX, I made an extra payment that should have gone entirely toward principal in the amount of {$40000.00}. My servicer at the time ( Franklin American Mortgage Company ) broke this payment up into 8 separate payments that were applied as follows : XX/XX/XXXX {$1200.00} ( future payment ), XX/XX/XXXX {$10000.00} ( Principal payment ), XX/XX/XXXX {$1200.00} ( future payment ), XX/XX/XXXX {$10000.00} ( Principal payment ), XX/XX/XXXX {$1200.00} ( future payment ), XX/XX/XXXX {$10000.00} ( Principal payment ), XX/XX/XXXX {$1200.00} ( future payment ), XX/XX/XXXX {$10000.00} ( Principal payment ). So, a total of {$37000.00} was correctly applied to principal, however {$5000.00} ( or 4 payments in the amount of {$1200.00} ) was not applied. I continued to make my usual payments each month, which pushed those 4 " future payments '' further out until my loan was sold to XXXX XXXX and they notified me of the future payments and applied them to my balance in XXXX of XXXX. I am concerned that I was never notified of the unapplied funds while with Franklin American Mortgage Company and paid a much higher interest payment each month for years, because the funds were not applied correctly. My current balance should actually be much lower.
08/04/2017	Yes	Mortgage VA mortgage	Trouble during payment process	TX 76548	Web	Servicemember
Two VA mortgages were refinanced in late XX/XX/XXXX and assumed by Franklin American Mortgage company ( FAMC ). After 11 months of existence, FAMC has mismanaged the loans in their entirety, with focus on the XXXX property identified below. They have failed repeatedly to properly establish and make legally obligated payments from Escrow per the RESPA. Further, since XX/XX/XXXX they have deliberately caused delays in payment processing to create opportunities to file fraudulent and negative credit reporting information. For the past two months, they have credited payments toward another account ( XX/XX/XXXX per below ) in further attempts to cause delays in loan payment processing. The primary loan in question is for a rental property located at XXXX XXXX XXXX ( XXXX ). The second loan is for my homestead at XXXX XXXX XXXX XXXX ( XXXX ). All payments are sent directly from my bank to FAMC, well within the monthly grace period, and with proper identifying account information. However FAMC continues to credit payments for the XXXX property to the XXXX XXXX property with the latest violation on XX/XX/XXXX. Bottom line, FAMC has mismanaged this loan every month in one manner or another since its inception inXX/XX/XXXX.
10/04/2017	Yes	Mortgage FHA mortgage	Trouble during payment process	IL 60647	Web
Hello, Once again XXXX XXXX has made a crucial error in handling my escrow funds, this is the second error they 've in the this year. I already had to file complaint XXXX when they misappropriated my escrow funds, and paid the taxes on my entire building ( vs just my unit XXXX even after I proactively went to them. They have the made same error again. I live in a new construction condo building, and up until recently the PIN was n't assigned. I know have PIN XXXX assigned to me by the XXXX XXXX XXXX XXXX XXXX IL ), with no tax payment due until XXXX XXXX. I have been paying {$440.00} a month into escrow specifically for taxes, with an estimated annual tax bill of {$5300.00}. XXXX XXXX just sent me an annual escrow account disclosure stating that the county tax is {$23000.00} and annual disbursement is {$26000.00}. They have now doubled my monthly payment telling me this money is owed. This figure is wildly inaccurate as I do n't have a tax balance due nor an established annual payment from the county yet, I can only assume they 're once again basing this payment on the common lot that the property was built on ( XXXX is for the entire Development and not just for my individual Unit )
07/20/2017	Yes	Debt collection Mortgage debt	Attempts to collect debt not owed Debt was already discharged in bankruptcy and is no longer owed	GA 30087	Web
While in my Chapter XXXX Bankruptcy, I had a payment that was to be cured within my bankruptcy along with paying my monthly payments on time every month. I have since been discharged from my bankruptcy effective XX/XX/XXXX. Immediately after my discharge Franklin American Mortgage began to contact me via telephone and mail stating that I was 13 payments behind. I have been going back and forth with them for the past 3 months trying to rectify this situation. I was told that from XX/XX/XXXX - XX/XX/XXXX, I was in default for nonpayment. I then sent them bank statement showing proof of me sending payments from XX/XX/XXXX - present ( XX/XX/XXXX ) and every payment was accounted for. They even sent me a transaction history showing and verifying payments for every month they said that I did n't pay. This has become very stressful to me and my family and I am at the end of my rope with this company. This company is incompetent and horrible at handling mortgages. Instead of someone speaking to me to figure out what is going on they all are telling me that I have not made 13 payments regardless of the proof I sent them or even the proof that they have sent to me.
07/19/2015	Yes	Mortgage FHA mortgage	Loan modification,collection,foreclosure	WA 98372	Web
I was decieved by Franklin American Mortgage company. They gave us terms that were really good on the actual principal and interest to draw us in to choose them, but were n't forthcoming and transparent about how they configured Escrow as required by the Dodd-Frank act of Tila ( 2014 ). They were quite aware of my financial situation, but ignored it. When I complained about them deceiving us, they ignored me again. Because of this, I will lose my credit and my home. What Franklin American claims is that Escrow is simply taxes ( $ XXXX + insurance {$640.00} ) and for me this is approximately $ XXXX. Now, suddenly as we approach the XXXX year they say we owe them another {$2300.00}. We have put {$4900.00} into Escrow and now they want to increase our payments another $ XXXX. This is pure deception and violates the Dodd-Frank act, for if we had known that we were not paying 5 % on our loan, but 20 % monthly ( which is what it computes to approximately ) we would never have got involved with Franklin American. They lied to us from the outset and we want this issue resolved. They are in gross violation of the Dodd-Frank act!!!
02/21/2016	No	Mortgage FHA mortgage	Loan modification,collection,foreclosure	NE 68506	Web
On XXXX XXXX a XXXX Nebraska Sheriff knocked on my door. He told me that he was there to serve me with a Notice of Quit, which he then explained was a pre-eviction step. I was dumbfounded since, to my knowledge, we had been paying our mortgage every month. Turns out, we were having some confusion with the bank and our checks were Their l not clearing. This had been happening for about 9 months, and up until this point, we had received no communication whatsoever. We were not told that we were facing Their l foreclosure, we were not told that our home was being sent to auction, but magically, they were able to inform us that our house had been sold and since Nebraska has no buyback plan we were out of luck. Our only option was to go to the bank and take out a brand new loan, which we could n't get because of the foreclosure. Had Franklin American contacted us before the sale we would have been able to pay what was owed, but since we had no idea we were in trouble we took no steps to save our home, leaving our family scrambling for a place to stay. Their lack of contact/communication is absolutely unacceptable.
05/23/2018	Yes	Mortgage FHA mortgage	Trouble during payment process	VA 22701	Web	Older American
XXXX XXXX XXXX XXXX XXXX XXXX, VIRGINIA XXXX XXXX LOAN NUMBER -- XXXX MORTGAGE COMPANY - FRANKLIN MORTGAGE XXXX ARIZONA DEAR SIR/MADAAM I HAVE BEEN TRYING FOR TWO ( 2 ) MONTHS TO GET AN OVER PAYMENT OF MY REAL ESTATE TAXES IN THE AMOUNT OF {$700.00}. THAT ARE DUE TO ME AS A RESULT IN THE LOWERING OF MY TAXES IN VIRGINIA. I HAVE ASKED 5X WHERE MY REFUND CHECK IS AND THEY KEEP TELLING ME NEXT WEEK, NEXT WEEK. i HAVE SPOKEN TO A SUPERVISOR ABOUT THE PROBLEM, XXXX XXXX AND HE SAID HE WOULD SEE THAT IT WAS MAILED TO ME AND IT HAS NEVER COME. I HAVE LEFT OVER 6 MESSAGES FOR XXXX XXXX AND HE WILL NOT RETURN MY PHONE CALL, I HAVE TRIED TO REACH A MANAGER AND THEY WILL NOT LET ME SPEAK TO ONE,. THIS IS VERY FRUSTRATING, I AM A XXXX XXXX XXXX FROM THE XXXX XXXX XXXXXXXX VIRGINIA AFTER 28 YEARS AND WAS A XXXX XXXX AT THE XXXX ON XXXX WHICH HAS NOW LEFT ME XXXX XXXX XXXX. I WAS HONORED BY XXXX XXXX IN XXXX VIRGINIA FOR MY SERIVE IN XX/XX/2001. THIS ORGANIZATION HAS VERY POOR CUSTOMER SERVICE AND MANAGEMENT SHOULD BE AWARE TO TAKE CORRECTIVE ACTION. PLEASE HELP ME GET MY REFUND CHECK ASAP.
01/27/2017	Yes	Mortgage VA mortgage	Loan servicing, payments, escrow account	AL XXXXX	Web	Older American
I received a delinquent tax notice on XX/XX/XXXX. My taxes were due by XX/XX/XXXX. Franklin American Mortgage Company was to pay the taxes, which are in my escrow account. I called them on XX/XX/XXXX and spoke to a supervisor named XXXX. She told me that {$6.00} was taken from my escrow account when in fact the taxes due were {$330.00}. She said she did n't understand why the amount was n't questioned. The tax office has not received any payment on my taxes to date and the mortgage co. has not contacted them at all. I was told that by Thurs morning ( XX/XX/XXXX ) I would have an answer as to when my taxes will be paid and why they were n't paid. I called them this morning ( XX/XX/XXXX ) and was transferred to XXXX extension after holding quite awhile just to get her voicemail. That was around XXXX to XXXX. I still have not received a call from her. I had told her I did not want my name in the paper for delinquent taxes or having it sold on the courthouse square for delinquent taxes. I also had to contact them last year about paying my taxes. I need them to pay my taxes ASAP.
03/31/2017	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	WI 53711	Web
We were supposed to receive one annual tax disbursement from our escrow account on or before XXXX XXXX , made out to us and the tax authority. That amount would have equaled {$3700.00}. Instead we received a check from Franklin American f or {$750.00}. Once we got a second tax bill in XXXX 2017 -- and no check from Franklin -- we realized there was something wrong. They had paid us a quarterly payment instead of an annual payment. After many long, fruitless conversations with the service center, and one with a helpful ( and knowledgeable ) person at the corporate headquarters, we thought we had the issue resolved. Without our knowledge, Franklin sent a check for {$2600.00} directly to the tax authority. We were literally about to mail a tax payment ourselves ( and consider hiring a lawyer ), since Franklin had never updated us as to the status of our tax disbursement. This leaves a remainder of {$320.00} in our acco unt ( if my math is right ) that Franklin should have sent us four months ago. We 're still waiting.
05/12/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	TX 75206	Web
I have an LTV of < 69%, and >12 months Clean Payment History. I requested my escrow account waiver for 4 months, with many different responses to why my request was denied. Each time, became much more difficult to request the waiver. It leads me to believe they purposely were trying to hold my funds for their own interest, which is disheartening. When I would call back to request status, I would get different responses. Upon request, I re-sent my request to the subservicer, XXXX , XXXX , who was going to re-process my request for the waiver; however, when I called back on XX/XX/XXXX , they demanded I resend in a new request. This was the first time I was told I did not have to re-fax it in to them, but they did let me know, that I still needed to make my full PITI payment. At this point, I believe that Franklin American is being difficult because they don't want me to self-administer my own taxes and insurance. This is very poorly viewed from someone who has never missed a mortgage payment, ever.
11/22/2016	Yes	Mortgage Conventional adjustable mortgage (ARM)	Loan servicing, payments, escrow account	TX 752XX	Web
I purchased a home with a mortgage loan through XXXX XXXX Loans in XXXX of XXXX. My loan was assumed by Franklin American Mortgage shortly thereafter. On XXXX XXXX, XXXX, I was notified by mail of an escrow shortage of which included a {$3400.00} in late fees which were labeled as " taxes '' on the statement. Further investigation on my part determined this late fee was assessed by the XXXX XXXX ( XXXX, TX ) Appraisal District because they had not been notified by FAMC of the loan servicing transfer. I understand that I am responsible for taxes but not a late fee caused by FAMC 's failure to notify the tax office. After months of calls and discussions with FAMC, I 'm unable to reach a resolution, even after the XXXX XXXX XXXX XXXX explained what happened to FAMC. I ca n't believe that I 'm the only customer this has happened to. Please help! It 's sad that customers have to spend this much time resolving an issue. Why has n't the lender been proactive?
05/23/2016	Yes	Mortgage Conventional fixed mortgage	Application, originator, mortgage broker	CA 92336	Web
I apply for a Mortgage Loan, I received Underwriting approval with 3 % down payment on a conventional loan. All of the sudden the bank ( Franklin American ) told me I will need XXXX % down payment. They know I ca n't come out with that money because they have my bank statement. I am sure they did not like my loan maybe because of the area i 'm buying my house ( the dont want to lend money on that area ) my income or because the seller lost his house in Federal Court. Or maybe because I am pregnant and somehow they find out that. The Bank ( Franklin American ) allegedly found out the seller had criminal charges that ' why He/She lost the house through court process but what does it has to do with me? Seller/Reciever cancel the deal and I lost my deposit, appraisal fee, re-inspection fee, and I paid for some repairs the bank requested. I have suffered emotionally, financially and physically due to the amount of stress the loan process gave me.
01/28/2017	Yes	Mortgage VA mortgage	Loan servicing, payments, escrow account	AL 366XX	Web	Older American
I have my mortgage with Franklin American Mortgage Company. I have a XXXX that is service connected and not require to paid property taxes in the state of Alabama. I send too the mortgage company what receive from tax office in XXXX, Al. The problem is that they continue to collect property taxes in my escrow. I have spent appt. 10 to 12 hours talking to them and their mangers to no avail. I sended in my information around XXXX Or XXXX of each year. I 've had my mortgage for 22 months and when I call them this last week the lady appear not to have a record of my paper that was mailed in XXXX XXXX. The manager I talk to said that I was making escrow payment for XXXX. My question was why are they collected for XXXX when I have mail them my paperwork fort XXXX and XXXX. He said that they would mail a refund at the first of the year. Why should they be charge me escrow when I could get interest on the money if it was in my saving account. I
01/03/2017	Yes	Mortgage Conventional adjustable mortgage (ARM)	Loan servicing, payments, escrow account	LA 70448	Web
Greetings, On XX/XX/2016 there was an issue with my autopay and it debited me for double my mortgage payment. This was my fault admittedly as I apparently inputted into the wrong autopay field. I called Franklin American and was told that it would be wired back to my account. This did n't happen for days. I called back a week later and was told the same thing and that it it would then be resolved. That never happened. I called again and was told that it had to now be mailed to me. I agreed to that and never received it. I called again and they said it would be overnighted and I did finally receive it several days later by regular mail on XX/XX/XXXX. Since then I 've been haggling with my bank about all the bank fees I 've received since then and was instructed it is the obligation of Franklin American to refund me those fees. This has been extremely frustrating and has cost me a great deal of money. I need this resolved immediately.
08/31/2017	Yes	Mortgage Conventional home mortgage	Closing on a mortgage	WA 99202	Web
My home was sold in XXXX 2017 after divorce and the proceeds were divided. There was a remaining balance of {$1100.00} in the escrow account with Franklin American Mortgage Company that was supposed to be refunded. When the check arrived, mailed X/X/17, it was written in both my name and the co-borrowers. I contacted the mortgage company to request that the escrow refund be split evenly and sent to each borrower separately, as this was how the proceeds from the home sale were divided in court orders. The customer service representative refused to help me. I explained that we no longer have a joint account, as we were divorced. I also explained that we are not in contact, as there were XXXX XXXX issues with the co-borrower. She told me I would need to figure it out, that the check had to be sent out to both of us as one unit and would not connect me with anyone who could help. I have a useless check, and FAMC has the money.
08/07/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	PA 16803	Web
I received a call from my mortgage company, asking me to return the call. When I did, they refused to tell me what the call was regarding until I confirmed some information. They were calling on XXXX XXXX, saying that my mortgage was late. We have just refinanced our mortgage, and this represents the first payment due, on XXXX XXXX. The individual on the phone told me that I was not technically late, as I have a 60-day grace period since it is a new mortgage, but that the collection calls would not stop until the payment was received. My husband and I have never been late with a mortgage payment, and I told her this and said I needed to call my husband to check on the status. At this, she continued to push me about when they payment would be received ( it had already been paid electronically ), in what form, etc. I found this call to be inappropriate, and since I did not owe an outstanding debt, it was even more egregious.
07/07/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	VT 053XX	Web
My mortgage loan, serviced by Franklin American Mortgage Company was SOLD to another mortgage company WITHOUT ANY NOTIFICATION to me. They sent me my bill due on XXXX XXXX, 2015, and I sent in a check at the end of XXXX as usual. On XXXX XXXX ( today ) I got a bill from another mortgage company, XXXX - just a bill with no notification of mortgage sale. That bill is now late. I got absolutely nothing from Franklin, and nothing from XXXX, until today, XXXX XXXX. I called Franklin to complain, they said XXXX letters were sent out on XXXX XXXX, XXXX and XXXX. I DID NOT receive ANY of these letters and the customer service person suggested I check if there was a problem with my mail? That sounds fishy to me. I receive all my mail, I open it all, and ESPECIALLY if mortgage-related because I 'm aware that a sale can happen at any time. Franklin needs to take responsibility for their failure to notify. This is unacceptable.
01/24/2017	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	OH 45039	Web
Please see attached email conversations where we have been lied to repeatedly about an escrow refund check. Also see photocopy of the check, dated the XX/XX/XXXX, along with the envelope dated the the XX/XX/XXXX. As can be seen from the emails and documents, Franklin American Support Representatives did nothing other than send false information out regarding the check. Based on that false information, we asked for a new check, only to have the original check arrive the next day. We immediately notified them by email of receipt and asked to have the stop pay process halted. 3 days later we were told we would have to wait again for the refund. Due to health and work issues, this refund is very important, and we do not trust Franklin American to handle in a timely manner. We also do not feel that Franklin American has acted in a manner consistent with the requirements of a fiduciary regarding these funds.
02/18/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	MI 48168	Web
Loan # XXXX with Franklin American Mortgage Company Monthly mortgage amount is {$3500.00}. I had been paying {$4000.00} per month every month. I mistakenly paid {$3500.00} on XX/XX/2018 for XXXX invoice, instead of the monthly mortgage amount of {$3500.00}. Still 99.6 % of the required amount. Franklin American cashed the check, then sent me back a check for {$3500.00}. I didn't receive the check and notification of under payment until XX/XX/XXXX. I sent another check for {$3600.00} that day. It arrived XX/XX/XXXX, but still got nicked the {$170.00} late charge. {$170.00} late charge for a {$13.00} underpayment seems fairly obnoxious. Franklin American has offered to reduce the penalty to {$88.00} [ {$170.00} - ( {$3600.00} - {$3500.00} ) ]. I'm requesting CFPB 's assistance in getting the remaining amount {$88.00} waived/credited back. Thank you.
08/19/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	MT 591XX	Web
My mortgage was sold again. The previous lender, Franklin American sent me a annual escrow disclosure statement before transferring to my new lender. I noticed they are missing a deposit to my escrow account in XXXX 2015. I contacted Franklin and they confirmed they received my mortgage payment in XXXX, but did n't know why my escrow account did n't reflect that. I faxed the statement to them last month and they have n't responded. I followed up with my original lender and she thought it looked like a payment was missing also. She sent an inquiry to her Franklin contact and I have not received a reply from anyone at Franklin. I need help recouping my missing escrow payment as they are nonresponsive. Can you help me or direct me to the department that can help me? Thank you, XXXX XXXX
03/06/2017	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	FL 32225	Web
Due to a hurricane, my account was placed on a 3 month forbearance and at the end I made a payment for all 3 months. Franklin American Mortgage has told me since my account would be removed from loss mitigation, but whenever I sign on I am directed to late payment/modification options. I have called the company 4-5 times, and the most recent representative stated the request for my account to be removed was not submitted on any of the other calls. I am unable to make my payments online as the account is practically blocked from handling any business. I have to call the lender, be read the disclosure for fair debt collections and speak to the loss mitigation department before I can make a payment. My account is not nor has it ever been past due.
03/08/2017	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	MN 565XX	Web
Franklin American Mortage Company did not pay our county taxes which resulted in late fees and penalities. They assured us that they would cover the cost of the fees, but in addition to their check they took the money out of our escrow account resulting in the county being over paid. The county refunded Franklin American Mortgage ( our money ) and now they are refusing to reimburse us the funds that were mistakenly removed from our account. We 've been working to resolve this since XX/XX/XXXX, which had resulted in over a 10 phones, countless hours of our time wasted and extreme frustration. Every call we make to them results in poor customer service and a belittling attitude -- not one person there has taken ownership to resolve this issue!!
01/15/2016	Yes	Mortgage FHA mortgage	Settlement process and costs	VA 20109	Web
I refinanced my mortgage on XXXX XXXX. My current mortgage servicer at the time stated that they did not get the payoff amount until XXXX XXXX. Since the loan was still serviceable on XXXX XXXX they took a payment for the month of XXXX. When I contacted them about this they did refund the principle and escrow portions of the extra payment but not the interest portion totaling {$700.00}. So in essence I paid and additional {$700.00} for a transaction that should have taken place one day earlier. The main problem is that ALL mortgage refinances are completed on the XXXX of the month and my HUD form this transaction states the XXXX of the month. This is not sufficient for my former servicer and they state that they owe me no more money.
09/01/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	GA 30066	Web
Due to an internal glitch at Franklin American ( their fault ) a payment posted 3 days after I made a payment. It was due on XXXX/XXXX/16, I tried paying on XX/XX/XXXX, but the website was down. I called on the morning of XX/XX/XXXX and the rep assured me he would put it in so it would show posting on XXXX. Well, he did n't follow through causing my payment to post on XXXX/XXXX/16 ... more than 30 days late. Now they 're telling me that I now do n't qualify to have my PMI taken off because of a payment being over 30 days past due and are refusing to do anything about it. IT WAS THIER FAULT I could not make a payment because their website was down and called it in the next day which was STILL within less than 30 days.
04/10/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	AL 35010	Web
I had to declare bankruptcy 5 years ago. I already had a mortgage with a local bank, but XXXX bought my mortgage, then apparently gave it to their sister company, XXXX ... Every month, XXXX would PLACE insurance on my home. I NEVER had an uninsured home. Now I 'm checking my credit report, and it seems as if my mortgage was under my br, therefore they were being paid double. PLUS ... XXXX it says my balance is XXXX ... and I have still been paying each month ... I have called the XXXX about XXXX last year and now there is a class action lawsuits gains them .... I just want back what is mine, the placed insurance money and the money I have been paying when my loan was actually already paid. Thank you for your help!
02/01/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	KY 400XX	Web
Franklin American Mortgage is serving my 30 year fixed loan. Property was new construction so escrow shortage for taxes was expected. Paid for escrow shortage on XXXX/XXXX/XXXX ( total of {$3500.00} ). Received escrow evaluation in XXXX of XXXX. Was informed that funds were not applied to my account. Faxed confirmation that funds were sent on XXXX/XXXX/XXXX. As of XXXX/XXXX/XXXX lender has not applied funds to my account and mortgage payment shows as much higher amount. First American has never called to update me and every phone call turns into 30 minutes and having to start the conversation from the beginning. I 've requested to talk to a manager but I simply get placed on hold until I hang up.
03/18/2018	Yes	Mortgage Other type of mortgage	Trouble during payment process	IL 60014	Web
Franklin American decided to do a maintenance upgrade during the repayment window they give you to not be late. I tried to make the payment but the online and phone system was offline which did not allow me or other borrowers to have the full window to make the payment. I sent an email request to have the late fee removed but they did not. Maybe this was an oversight on their part but this is almost like the XXXX issue when the payments were delayed to increase interest or cause late fees. I might be one of thousands that have a mortgage with Franklin America that experienced the same issue when they took down there system down during the allowed repayment time.
12/19/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	CA 92683	Web
Got a mortgage loan through Franklin American Mortgage Company. Original and very first statement on XXXX/XXXX/2016 for the amount {$1200.00}, which i already paid check number XXXX, enclosing copy check from the bank, and it was showing cashed clearly. and on XXXX/XXXX/2016 i received a new mortgage statement. I did write several letter, faxed, and even called all of my documenations to them inquired about the check # XXXX for the amount of {$1200.00}. Because i do n't this check was credited anywhere on my account ... However, Franklin American Mortgage Company did not answer nor responding to my inquired letter, and my issues still not resolved up to today ...
10/07/2016	Yes	Mortgage Conventional fixed mortgage	Loan modification,collection,foreclosure	GA 30305	Web
I have a home mortgage through Franklin American Mortgage Company in which automatic payments were set up. Each month I would receive a statement that the payment was accepted. My last payment was XXXX/XXXX/16. On XXXX/XXXX/16 the next payment was due but was not drafted from my account. When I noticed the mortgage amount was not completed, I logged into Franklin American Mortgage and my balance was {$0.00}. I was never notified of any changes. When I called Franklin American Mortgage, the automated telephone just told my that my loan had been transferred and hung up. I am trying to pay my mortgage and do not know where my mortgage was transferred to.
12/07/2016	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	GA 30577	Web
I have been calling all day trying to make a payment, and the representitives continue to ask me personal questions that I should not have to answer and explain every time I call, I had a serious automobile accident in XXXX and have been behind on my payments evry since, it was 3 months, now Im down to just XXXX payment behind, I am asked XXXX personal questions every time I call and the represetitives act like debt collectors, very rude, will no transfer me to a supervisor, disconnect my call, etc, this is not professional, and I have spent over an hour trying to make a singke payment which should be a simple process, this is not acceptable
02/20/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	UT 843XX	Web
Every month I make payment beyond the minimum payment due for my mortgage. Every month Franklin American Mortgage Company credits extra payment as pre-payment for the next month rather than as extra principal on my account. I have called customer service and I have written customer service and I have been assured that the logic model for making payments to them has been changed, but each month I am treated the same. This approach benefits them as they charge more interest. This is a disservice to their customers and is, frankly, dishonest. Franklin American Mortgage Company could fix this, if they only were motivated to do so.
09/14/2016	Yes	Mortgage FHA mortgage	Loan modification,collection,foreclosure	MD 21122	Web
My mortgage company is Franklin American Mortgage. I have filed at least XXXX modification request with the company and each time they respond I do not " qualify '' because I do not make enough. I lost XXXX % of my income and my husband abandoned the residence almost 2 years ago. I am now divorced and have a true Hardship. They have wasted months " reviewing the documents '' then they tell me to resubmit them because they expired only to say NO again. The company should be audited as they lie to you each time you speak to them. I do not believe they are compliant with the FHA programs in anyway. Never trust this company.
11/28/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	IL 60031	Web
I had set up my mortgage on auto-pay as I knew work and the holidays would be crazy. However, it slipped my mind. So when the XX/XX/XXXX bill came in, I paid it online. There was no notation on the bill, or warning on the home or payment page that our loan was on auto-pay. This seems very irresponsible of a company to not warn customers a payment has already been made and a warning of overpaying, especially when it is a significant amount - it is misleading and an incorrect representation of the account. Our auto loan and credit cards companies provide the notifications, so how are they not held to the same standard?
10/01/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	GA 30144	Web
I called the automated phone system of Franklin American Mortgage to make my mortgage payment of {$1500.00}. The system verified that I was make a payment of {$1500.00} and asked me to verbally confirm by saying " yes ''. After which it said I had authorized a payment of {$2200.00}. With noo indication there was a way to stop it. I did call to get it stopped and found out the difference was from a recent Escrow shortage, but the phone system never told me any of this and I feel it was an attempted bait and switch.
08/25/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	PA 17225	Web
I have a regular mortgage that has a minimal payment of {$1000.00} per month. I had recently started to pay a portion of that to the Mortgage company bi-weekly. There is no early pay off penalty. So I would send {$600.00} every two weeks. Last week, they returned the check and said that I have to submit the minimal payment of {$1000.00} dollars and included the uncashed check. I am not sure why they would not accept a check in any denomination formy mortgage. The companies name is Franklin American Home Mortgage.
03/27/2018	Yes	Mortgage Conventional home mortgage	Closing on a mortgage	CO 80124	Web
Hello I paid my mortgage early and actually closed my mortgage loan on XX/XX/2018. I have been contacting Franklin Mortgage for repayment to me of my over payment. As of today, XX/XX/2018 I have not received any monies from them, and they keep saying I will get it, yet nothing is coming through. I feel like I am being conned and lied to by a financial instutition. I can't get through to them via the telephone to discuss with anyone. This is now 3 months nearly and I believe they should repay me.
02/27/2017	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	NC 281XX	Web
We purchased a home in XX/XX/2016. The mortgage company collects escrow for our property taxes and insurance. I have just received a notice in the mail that our property taxes were not paid in XX/XX/2016 and as of next week the delinquency will be advertised and collections, wage garnishment, bank account attachments, and foreclosure can take place. I have contacted the mortgage company three times, each time they let me know that they will fix it and get back to me. No action has been taken.
08/11/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	CO 80209	Web
My prior mortgage company sold my mortgage and did not give them my current contact information. I was not contacted. Since I have automatic withdrawl I assumed that the money was coming out. XX/XX/XXXX is when the transfer happened and because they did n't give the current contact information I did n't notice until the new mortgage company put a 60 day late payment on my credit score.
12/15/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TN 372XX	Web
I paid my mortgage with Franklin American in full on XXXX/XXXX/2015. I have a {$3400.00} escrow balance still with them. It has been 1.5 months and they are still holding my escrow money. When I contact them they say they will mail it but to this point I have received nothing. I am concerned they will keep my {$3400.00}. I am looking for help with getting my money returned to me.
05/23/2017	Yes	Mortgage Conventional home mortgage	Incorrect information on your report Account status incorrect	TX 780XX	Web
Franklin American mortgage is reporting my account as late 120 days or foreclosed, depending on which credit report you look at. We actually had a buyer for our home, but Franklin American would never give us the payoff amount or call us back. Their incompetence caused u s to lose our buyer. The foreclosure was improper and is now being misreported.
03/20/2016	Yes	Mortgage FHA mortgage	Application, originator, mortgage broker	VA 22408	Web
XXXX XXXX XXXX XXXX Va XXXX Dob XXXX/XXXX/XXXX SS # XXXX XXXX has agreed to remove the unauthorized inquiry from my XXXX credit profile franklin America XXXX/XXXX/XXXX YOU Have MY ID Attached so do n't play that game of we do n't have your id on file you also have my utility bill you have my drivers license attached
07/21/2016	No	Mortgage VA mortgage	Application, originator, mortgage broker	FL 33707	Web	Older American
Refused Mortgage because I am a XXXX despite my great credit rating and excellent work history. Reasons were given through a text, gap in employment, a number of different staffing agencies. No credit for gross income or ability to find good paying contracts or that my wife had a full time position.
08/01/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	IL 60914	Web
Paid off mortgage XXXX XXXX,2017. As of XXXX XXXX, 2017, have not recieved funds paid in excess of payoff amount. American mortgage withdrew mortgage payment 10 days after mortgage was paid off. Waiting now 39 days for deed and funds owed to us.
07/10/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 95492	Web

07/01/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 91766	Referral

05/29/2018	Yes	Credit reporting, credit repair services, or other personal consumer reports Credit reporting	Problem with a credit reporting company's investigation into an existing problem Investigation took more than 30 days	FL 32809	Web

05/22/2018	Yes	Mortgage Other type of mortgage	Trouble during payment process	CA 92374	Referral

04/25/2018	Yes	Mortgage VA mortgage	Trouble during payment process	DE 19973	Web	Servicemember

04/24/2018	Yes	Mortgage VA mortgage	Trouble during payment process	WI 54914	Web	Servicemember

04/12/2018	Yes	Mortgage Other type of mortgage	Trouble during payment process	IN 46342	Postal mail

04/12/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	GA 30004	Web

04/03/2018	Yes	Mortgage Other type of mortgage	Struggling to pay mortgage	LA 70774	Referral

03/21/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	OH 43082	Web

03/04/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	VA 24503	Web	Servicemember

03/01/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	WV 25425	Web

02/20/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	PA 17579	Web

02/15/2018	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	AL 35117	Referral

02/07/2018	Yes	Mortgage Conventional home mortgage	Trouble during payment process	TN 37066	Referral

12/29/2017	Yes	Mortgage Other type of mortgage	Trouble during payment process	NC 27523	Referral

12/22/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	OH 44118	Web

12/08/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 91307	Referral

10/09/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 93257	Web

09/01/2017	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	KY 40515	Web

08/29/2017	Yes	Mortgage Conventional home mortgage	Applying for a mortgage or refinancing an existing mortgage	NJ 08050	Referral

08/03/2017	Yes	Mortgage Other type of mortgage	Trouble during payment process	KY 40353	Fax

07/29/2017	Yes	Mortgage Other type of mortgage	Trouble during payment process	WA 98106	Referral

07/28/2017	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	AL 36867	Referral

07/25/2017	Yes	Mortgage VA mortgage	Trouble during payment process	TX 76548	Web	Servicemember

07/21/2017	Yes	Mortgage Conventional home mortgage	Problem with a credit reporting company's investigation into an existing problem Investigation took more than 30 days	TX 78613	Web

06/29/2017	Yes	Mortgage FHA mortgage	Trouble during payment process	GA 30062	Web

06/29/2017	Yes	Mortgage FHA mortgage	Struggling to pay mortgage	UT 84074	Web

05/22/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	SD 57005	Web

05/08/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	KY 40056	Web

05/04/2017	Yes	Mortgage FHA mortgage	Trouble during payment process	IL 60647	Web

04/25/2017	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CO 80537	Web

03/30/2017	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	ND 58554	Referral

03/22/2017	Yes	Credit reporting	Incorrect information on credit report Account status	CT 06890	Web

03/02/2017	Yes	Mortgage Other mortgage	Application, originator, mortgage broker	GA 30757	Referral

02/09/2017	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	CA 94603	Web

01/20/2017	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	IN 46166	Web

01/09/2017	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	MI 39426	Phone	Older American, Servicemember

12/23/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	NE 68007	Web

12/11/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TX 75082	Web

12/05/2016	Yes	Mortgage Conventional adjustable mortgage (ARM)	Loan servicing, payments, escrow account	NY 10009	Web

11/25/2016	Yes	Mortgage FHA mortgage	Loan modification,collection,foreclosure	MS 39046	Web

11/17/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	NE 68506	Web

11/10/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	SD 57104	Web

09/23/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	IN 46203	Web

09/21/2016	Yes	Mortgage VA mortgage	Loan servicing, payments, escrow account	TN 37122	Web

09/09/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	VA 22101	Phone

09/06/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TX 75503	Web

08/12/2016	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	TX 79601	Postal mail	Older American, Servicemember

07/13/2016	Yes	Mortgage Conventional fixed mortgage	Settlement process and costs	SD 57701	Web

06/23/2016	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	AR 72211	Postal mail	Older American, Servicemember

06/21/2016	Yes	Mortgage VA mortgage	Loan servicing, payments, escrow account	TX 79938	Web

06/01/2016	Yes	Mortgage Conventional fixed mortgage	Settlement process and costs	PA 19146	Web

05/19/2016	No	Mortgage FHA mortgage	Credit decision / Underwriting	AR 71929	Web

05/18/2016	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	AL 35115	Fax

05/11/2016	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	MN 55378	Referral

04/28/2016	Yes	Mortgage VA mortgage	Loan servicing, payments, escrow account	OR 97009	Web	Servicemember

04/25/2016	Yes	Mortgage Other mortgage	Loan modification,collection,foreclosure	MT 59901	Referral

04/13/2016	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	SC 29745	Referral

04/01/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	NY 12831	Phone

03/22/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	MO 64157	Web

03/18/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	WV 26150	Web

02/17/2016	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	FL 33405	Web

12/23/2015	Yes	Mortgage VA mortgage	Loan servicing, payments, escrow account	OH 44319	Web

12/14/2015	No	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	LA 71078	Web

11/16/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	PA 15227	Web

10/24/2015	Yes	Mortgage Conventional fixed mortgage	Credit decision / Underwriting	PA 19146	Web

09/16/2015	Yes	Mortgage FHA mortgage	Loan modification,collection,foreclosure	CA 94531	Web

09/10/2015	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	NJ 07701	Referral

09/08/2015	Yes	Mortgage FHA mortgage	Loan modification,collection,foreclosure	IN 46208	Web

09/04/2015	Yes	Mortgage VA mortgage	Loan servicing, payments, escrow account	NC 28371	Web	Servicemember

08/25/2015	Yes	Mortgage VA mortgage	Loan servicing, payments, escrow account	IN 46373	Phone	Older American, Servicemember

08/21/2015	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	NE 68154	Referral

08/20/2015	Yes	Mortgage Conventional fixed mortgage	Credit decision / Underwriting	PA 19146	Web

07/23/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	NY 12118	Web

07/08/2015	Yes	Mortgage Conventional fixed mortgage	Credit decision / Underwriting	PA 19146	Web

05/09/2015	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	CT 06457	Web

04/09/2015	No	Mortgage VA mortgage	Loan servicing, payments, escrow account	TX 77429	Referral	Servicemember

04/06/2015	Yes	Mortgage Other mortgage	Settlement process and costs	TN 37205	Web

03/19/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	NC 28209	Web

03/17/2015	Yes	Mortgage FHA mortgage	Loan modification,collection,foreclosure	OR 97477	Web

03/13/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	FL 34771	Web

03/05/2015	Yes	Mortgage Conventional fixed mortgage	Application, originator, mortgage broker	WI 54403	Web

02/26/2015	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	NV 89074	Referral

02/16/2015	Yes	Mortgage FHA mortgage	Credit decision / Underwriting	FL 33309	Web

02/10/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	NJ 07040	Web

01/31/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	FL 34997	Web

01/28/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	WI 54403	Phone

01/28/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	CA 91724	Web

01/01/2015	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	PA 17543	Web

12/30/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	LA 70123	Web

12/17/2014	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	PA 15001	Web

12/08/2014	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	PA 16157	Web

12/02/2014	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	MO 63141	Postal mail

11/02/2014	Yes	Mortgage VA mortgage	Loan servicing, payments, escrow account	NV 89085	Web	Servicemember

10/20/2014	Yes	Mortgage FHA mortgage	Loan modification,collection,foreclosure	CA 94110	Web

10/19/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	IL 60451	Web

10/03/2014	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	NH 03275	Web

09/30/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	WV 26651	Web

09/26/2014	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	IL 60453	Web

09/04/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TN 37174	Web

07/31/2014	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	OR 97080	Referral

06/30/2014	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	OR 97540	Web

06/13/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	MO 63376	Web

04/17/2014	Yes	Mortgage VA mortgage	Loan modification,collection,foreclosure	OH 43213	Web	Servicemember

04/06/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TX 75077	Web

04/04/2014	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	IL 60625	Postal mail	Servicemember

03/28/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	NC 28173	Phone	Older American

03/21/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	FL 32433	Web

03/15/2014	Yes	Mortgage FHA mortgage	Loan modification,collection,foreclosure	CA 93274	Web

03/13/2014	Yes	Mortgage Conventional fixed mortgage	Loan modification,collection,foreclosure	CA 93291	Web

03/11/2014	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	OH 43068	Web

03/10/2014	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	NH 03275	Web

03/05/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	TX 78070	Web

02/15/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	WY 82009	Web	Servicemember

02/05/2014	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	MI 48124	Web

02/04/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	CA 92835	Web

02/03/2014	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	CT 06415	Web

01/24/2014	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	GA 30076	Web

01/14/2014	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	FL 33704	Web

12/10/2013	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	CT 06460	Web

11/27/2013	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	MN 56431	Referral

11/22/2013	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	WI 53562	Referral

11/12/2013	Yes	Mortgage Conventional fixed mortgage	Loan modification,collection,foreclosure	TX 78070	Web

11/09/2013	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	MS 39525	Web

10/22/2013	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	WY 82009	Web	Servicemember

10/03/2013	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	CA 93960	Web	Older American

08/01/2013	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	OH 45424	Web

07/25/2013	Yes	Mortgage Other mortgage	Loan servicing, payments, escrow account	CA 92011	Referral

07/19/2013	Yes	Mortgage Other mortgage	Loan modification,collection,foreclosure	LA 71106	Referral

07/08/2013	Yes	Mortgage Conventional fixed mortgage	Settlement process and costs	TX 75071	Web

06/06/2013	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	PA 17552	Phone	Servicemember

05/22/2013	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	PA 19111	Phone

04/01/2013	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	NE 68105	Web

03/20/2013	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	FL 33328	Web

03/06/2013	Yes	Mortgage Other mortgage	Loan modification,collection,foreclosure	LA 71108	Fax

02/15/2013	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	PA 15237	Web

11/13/2012	No	Mortgage FHA mortgage	Loan servicing, payments, escrow account	PA 18938	Web

11/04/2012	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	MT 59102	Web

10/16/2012	No	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	WI 53033	Web

09/23/2012	Yes	Mortgage FHA mortgage	Loan servicing, payments, escrow account	NE 68521	Web

09/13/2012	Yes	Mortgage FHA mortgage	Credit decision / Underwriting	PA 15317	Email

05/24/2012	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	SD 57106	Web

05/11/2012	Yes	Mortgage Conventional fixed mortgage	Loan modification,collection,foreclosure	VA 08033	Referral

03/15/2012	Yes	Mortgage Conventional fixed mortgage	Loan servicing, payments, escrow account	WI 54830	Phone	Older American, Servicemember

03/14/2012	Yes	Mortgage FHA mortgage	Settlement process and costs	CT 06106	Web