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If you are interested to find out if you qualify for eligible borrower status under the provisions of the Independent Foreclosure Review settlement between the Office of the Comptroller of the Currency, the Federal Reserve Board and ten mortgage servicers announced on January 7, 2013, please call the Office of the Comptroller of the Currency Customer Assistance Group at 1-800-613-6743 or visit their website at http://www.occ.treas.gov/topics/dispute-resolution/consumer-complaints/index-consumer-complaints.html.
What you should do …
Contact your lender or servicer first. Try to settle the problem directly.
If you cannot solve the problem, contact your servicer, and verify if your mortgage loan is owned or guaranteed by Fannie Mae or Freddie Mac.
Or, you may verify it yourself by accessing http://www.makinghomeaffordable.gov/get-assistance/loan-look-up/Pages/default.aspx.
If your mortgage is not owned or guaranteed by Fannie Mae or Freddie Mac or a Federal Home Loan Bank, you should contact the lender or servicer’s primary regulator. FHFA has no regulatory authority, and will be unable to assist you. To identify the primary regulator, see http://www.helpwithmybank.gov/national-banks/national-banks.html.
If the property or mortgage is owned or guaranteed by Fannie Mae or Freddie Mac, you should contact the Enterprise directly. Fannie Mae can be reached at 1.800.732.6643 or www.fanniemae.com. Freddie Mac can be reached at 1.800.373.3343 or www.freddiemac.com.
If you are unable to successfully communicate with Fannie Mae or Freddie Mac or if you have a problem with a Federal Home Loan Bank, you should do the following:
(1) Contact us by…
Email at ConsumerHelp@fhfa.gov
Fax at 202.649.1072
Letter at:
Consumer Communications
Federal Housing Finance Agency
Constitution Center
400 7th Street, SW
Washington, DC 20024
Call us at 202.649.3811
Hours: 9 A.M. – 5 P.M. Eastern, Monday - Friday
(2) Provide the following information:
Your name, address, telephone number(s) and email address.
The borrower/s’ name, address, telephone number (s) and email address, if different.
The complete property address for the mortgage or REO property.
The name of the lender or servicer involved in the issue.
The name of the regulated entity involved in the issue; e.g., Fannie Mae, Freddie Mac or a Federal Home Loan Bank.
A brief description of the issue; specifically, what happened? Who was involved? What resolution do you seek?
Name/s of other government agencies you have contacted about this issue.
The borrower’s authorization for you to represent him/her, if you are not the borrower.
(3) Do not provide
Personal or confidential information such as your social security number, credit card or bank account numbers.
Personal financial documents such as loan applications, mortgage statements, income verification, tax returns, etc.
What you can expect from FHFA …
We will
Acknowledge receipt of your complaint, concern or question.
Review the information you provide.
Forward your information to the appropriate person at the regulated Enterprise for resolution.
Direct you to other resources where you can find information you need, if at all possible.
Value your information because it’s useful to improved regulatory oversight.
We cannot
Follow up on the status of your issue.
Advocate or resolve individual consumer issues.
Act as a court of law or lawyer on your behalf.
Give you legal advice.
Become involved in complaints that are in litigation or have been litigated.
Become involved in complaints that involve parties we do not regulate.
What FHFA’s role is …
FHFA has delegated certain authorities to the Enterprises, including responsibility for day-to-day operations.
FHFA generally does not intervene in matters involving individual mortgages, property sales or transfers, foreclosure or other actions. The Enterprises each have a review process to look into situations that arise involving their mortgages or property transactions.
*Privacy Act Notice*
This notice is provided pursuant to the Privacy Act of 1974 (Privacy Act), as amended, 5 U.S.C. § 552a. The collection of information detailed above is to process consumer complaints and inquiries. The records are used in accordance with Systems of Records Notices (SORN), FHFA-3 Correspondence Tracking System and FHFA-20 Telecommunications System. You can view these SORNs by clicking here and here. Although providing this information is voluntary, failure to provide the required information may result in your request not being processed and may make it more difficult for FHFA to respond to you.
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