Franklin American Mortgage Company

Initial Business Response / [redacted] (1000, 9, 2015/03/12) */ We have resolved the issue with the consumer

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ Contact Name and Title: [redacted] Complian Contact Phone: XXXXXXXXXX Contact Email: [redacted] @franklinamerican.com This letter is in response to your correspondence received in our office July 8, We would like to thank Ms [redacted] for making us aware of her concern regarding the refund of her escrow balanceProviding unmatched service to our borrowers is our top priority; therefore, we are disappointed when a borrower is unsatisfied with our customer servicePlease be assured that her concerns have been taken seriously According to our records, the subject loan was paid in full on August 4, 2014, and a final reconciliation of the escrow account was initiatedIt is our policy to release any funds in an escrow account within business days after the payoff funds are credited to the account, and generally, a check is issued and mailed to the borrower within business days of the release of the escrow funds, in accordance with the Real Estate Settlement Procedures Act (RESPA) On August 26, 2014, the escrow balance was released and mailed to Ms [redacted] to the address of record in the amount of $1,via check number XXXXXXWe note in the complaint the aforementioned check was lost and that she has attempted to resolve this issue for several months Our records indicate the initial request to reissue the escrow check was received on March 30, Ms [redacted] contacted our Customer Service Department and informed our agent that the original check issued was received; however, she would like another check to be reissued as the current one was stale datedIt appears the representative did not offer to follow up on the request and regret the correct procedure was not utilizedA reissued check was requested on March 30, 2015, then requested again on April 14, 2015, to be mailed to the current address we have on file On May 8, 2015, Ms [redacted] called our servicing center again to check on the status of the requestThe agent informed her that a check had already been requested and reissued and would call her back to update her on the status of the requestMs [redacted] then proceeded to provide an international number to receive a call back regarding the statusPlease note: our agents are unable to dial international numbers; as a result, the agent should have advised Ms [redacted] an alternative method of contact would be needed On June 25, 2015, Ms [redacted] again called our servicing center to check the status of the requestThe agent informed they would call her back with a statusMs [redacted] provided our agent with an international number, as well as her mother's numberUnfortunately, we do not have record of our agent completing a return call as promised Finally, on July 7, 2015, Ms [redacted] spoke with our supervisor in an attempt to retrieve the escrow refund balanceWe would like to confirm check number XXXXXX in the amount of $1,was mailed via regular US postal mail to: [redacted] Wilmette, IL XXXXX on July 9, We ask that Ms [redacted] allow 7-business days for receipt of the check We apologize for any confusion caused to Ms [redacted] and any resulting inconvenienceOur customers always come first and we have utilized this situation as a coaching opportunity to enhance our customer service skills as her experience is not indicative of the level of service we strive to provide Should you have questions with regard to this matter, please contact me at XXX-XXX-XXXX Sincerely, [redacted] AVP Compliance

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title: [redacted] Complian
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@franklinamerican.com
This letter is in response to your correspondence received in our office July 8, 2015.
We would like to thank...

Ms. [redacted] for making us aware of her concern regarding the refund of her escrow balance. Providing unmatched service to our borrowers is our top priority; therefore, we are disappointed when a borrower is unsatisfied with our customer service. Please be assured that her concerns have been taken seriously.
According to our records, the subject loan was paid in full on August 4, 2014, and a final reconciliation of the escrow account was initiated. It is our policy to release any funds in an escrow account within 20 business days after the payoff funds are credited to the account, and generally, a check is issued and mailed to the borrower within 4 business days of the release of the escrow funds, in accordance with the Real Estate Settlement Procedures Act (RESPA).
On August 26, 2014, the escrow balance was released and mailed to Ms. [redacted] to the address of record in the amount of $1,772.17 via check number XXXXXX. We note in the complaint the aforementioned check was lost and that she has attempted to resolve this issue for several months.
Our records indicate the initial request to reissue the escrow check was received on March 30, 2015. Ms. [redacted] contacted our Customer Service Department and informed our agent that the original check issued was received; however, she would like another check to be reissued as the current one was stale dated. It appears the representative did not offer to follow up on the request and regret the correct procedure was not utilized. A reissued check was requested on March 30, 2015, then requested again on April 14, 2015, to be mailed to the current address we have on file.
On May 8, 2015, Ms. [redacted] called our servicing center again to check on the status of the request. The agent informed her that a check had already been requested and reissued and would call her back to update her on the status of the request. Ms. [redacted] then proceeded to provide an international number to receive a call back regarding the status. Please note: our agents are unable to dial international numbers; as a result, the agent should have advised Ms. [redacted] an alternative method of contact would be needed.
On June 25, 2015, Ms. [redacted] again called our servicing center to check the status of the request. The agent informed they would call her back with a status. Ms. [redacted] provided our agent with an international number, as well as her mother's number. Unfortunately, we do not have record of our agent completing a return call as promised.
Finally, on July 7, 2015, Ms. [redacted] spoke with our supervisor in an attempt to retrieve the escrow refund balance. We would like to confirm check number XXXXXX in the amount of $1,772.17 was mailed via regular US postal mail to: [redacted] Wilmette, IL XXXXX on July 9, 2015. We ask that Ms. [redacted] allow 7-10 business days for receipt of the check.
We apologize for any confusion caused to Ms. [redacted] and any resulting inconvenience. Our customers always come first and we have utilized this situation as a coaching opportunity to enhance our customer service skills as her experience is not indicative of the level of service we strive to provide.
Should you have questions with regard to this matter, please contact me at XXX-XXX-XXXX.
Sincerely,
[redacted]
AVP Compliance

Initial Business Response /* (1000, 9, 2015/03/12) */
We have resolved the issue with the consumer.