- LEARNING CENTER
If you believe that a servicer is incorrectly interpreting HAMP guidelines, there is a process in place to help you. Find out the best way to escalate your case so that you get an answer to your concerns.
First, work through your normal contacts and channels with the servicer. If that does not resolve the issue, elevate your concern to a senior manager within the servicer's organization.
All servicers are required to have written procedures and personnel in place to provide timely and appropriate responses to homeowner inquiries and disputes that rise to the level of an “Escalated Case,” which include:
If escalating to the servicer's senior management does not resolve the issue, escalate the issue using the following contact table:
|Investor||Contact Information||Additional Information|
|Non-GSE Loans||HAMP Solution Center (HSC)
|Fannie Mae Loans||
|Freddie Mac Loans||
Phone: 1-800-FREDDIE Option 2
|Freddie Mac Loan Lookup|
|FHA Loans||FHA National Servicing Center
|VA Loans||Service Center
|Loan Guaranty Home Loan Program|
|USDA Loans||Centralized Servicing Center
Gather the necessary case information and homeowner consent.
If you are seeking assistance for a specific homeowner, you will be required to provide the escalation team with a written authorization from the homeowner authorizing the escalation team and the servicer to share the homeowner's personal financial information with you. The written homeowner authorization must be received by the escalation team before status information can be shared with you. Additional instructions are available as needed from the escalation team.
The information that a counselor will need to supply for case escalation includes the following:
Servicer Resolution and Notification