FHFA is the regulator and conservator of Fannie Mae and Freddie Mac and the regulator of the 12 Federal Home Loan Banks. FHFA does not have jurisdiction over banks, savings and loans, mortgage companies, or other financial institutions.

If your mortgage is owned by Fannie Mae or Freddie Mac, you may contact them directly to voice concerns about your servicer. Fannie Mae can be reached at 1-800-732-6643 or you may visit www.fanniemae.com. The contact number for Freddie Mac is 1-800-373-3343 (or visit www.freddiemac.com).  Each company’s website provides clear instructions to help you determine if that firm owns your mortgage.

If the servicer is a national bank, you may lodge a complaint with the Office of the Comptroller of the Currency (www.occ.gov) or, if the institution is classified as a savings and loan, with the Office of Thrift Supervision (www.ots.gov). Both federal agencies have complaint forms on their websites.

The Federal Reserve also takes complaints against banks and other financial institutions. You can find the online complaint form at www.federalreserveconsumerhelp.gov.

Additional federal resources include the Federal Trade Commission (www.ftc.gov), which monitors financial institutions in relation to consumer issues, and the Federal Deposit Insurance Commission (www.fdic.gov).

Each state has a department or agency that licenses or regulates state-chartered financial companies, and you can access instructions for submitting complaints on their websites.  A listing is available on the website of the American Association of Residential Mortgage Regulators, www.aarmr.org.

2.   I am a property owner or real estate agent/broker experiencing problems with short sale of a property with a mortgage owned or guaranteed by Fannie Mae or Freddie Mac. I am getting conflicting information from the financial institutions involved. Can FHFA resolve this situation for me?

Under conservatorship, FHFA has delegated certain authorities to Fannie Mae and Freddie Mac (the Enterprises), including responsibility for day-to-day business operations. FHFA generally does not intervene in matters involving individual mortgages, property sales or transfers, foreclosures, or other actions. The Enterprises each have a review process to look into situations that arise involving property transactions of their real estate owned inventories and short sales of properties for which they own or guarantee the mortgage.

Fannie Mae can be reached at 1-800-732-6643 or you may visit www.fanniemae.com. The contact number for Freddie Mac is 1-800-373-3343 (or visit www.freddiemac.com.)

3.  The servicer has demanded the same documentation for my Home Affordable Modification Program (HAMP) application several times or has delayed my application to the point where my home has been foreclosed despite my efforts to secure a loan modification.  Will FHFA help me correct this problem?

Fannie Mae and Freddie Mac serve as financial agents for the Department of the Treasury in the Home Affordable Modification Program. Both Enterprises have a review and follow-up process for complaints involving mortgages they own or guarantee. In addition, as program administrator, Fannie Mae reviews complaints about the program from borrowers whose mortgages are not owned by the Enterprises.

Fannie Mae can be reached at 1-800-732-6643 or you may visit www.fanniemae.com. The contact number for Freddie Mac is 1-800-373-3343 (or visit www.freddiemac.com.)

4.  After being accepted for a trial modification under HAMP, I was rejected for a permanent modification. Without assistance, my loan will progress to foreclosure. Can FHFA assist me in attempting again to secure a modification or reverse the original ruling that prevented me from being accepted for a permanent modification?

Fannie Mae and Freddie Mac serve as financial agents for the Department of the Treasury in the Home Affordable Modification Program. Both Enterprises have a review and follow-up process for complaints involving mortgages they own or guarantee. In addition, as program administrator, Fannie Mae reviews complaints about the program from borrowers whose mortgages are not owned by the Enterprises.

The Enterprises also have several foreclosure prevention alternative programs that may be appropriate for some borrowers. You should speak to your servicer about other options that may be available to you through the Enterprises or other programs, such as at the state level.

Fannie Mae can be reached at 1-800-732-6643 or you may visit www.fanniemae.com. The contact number for Freddie Mac is 1-800-373-3343 (or visit www.freddiemac.com.)

5.  I have spent long periods of time trying to reach a representative at Fannie Mae or Freddie Mac by phone, or I have had unsatisfactory interactions with representatives once I’ve gotten through to one of the companies. As regulator and conservator of the Enterprises, will FHFA resolve the issue or help me reach a person who will help solve my problem?

FHFA has delegated certain authorities to the Enterprises, including responsibility for day-to-day business operations. Both Enterprises have experienced unprecedented levels of calls, e-mails, and letters in the past two years since the housing crisis began and phone call centers are sometimes overwhelmed. We urge borrowers to be patient as they attempt to contact the Enterprises directly to resolve mortgage-related issues.

Fannie Mae can be reached at 1-800-732-6643 or you may visit www.fanniemae.com. The contact number for Freddie Mac is 1-800-373-3343 (or visit www.freddiemac.com.)

6.  I need information or have a research request about FHFA’s house price index, monthly interest rate survey, or other products. How can I get the information I need?

Please send your question or request to fhfainfo@fhfa.gov. We gladly answer questions and information requests whenever possible. If FHFA cannot provide the answer, we will, if at all possible, direct you to other resources where you can find the information you need.