How long should it take a mortgage lender to respond to a complaint about a home mortgage loan?

If you followed the notification rules regarding mortgage complaints, the mortgage lender has to answer within 20 business days of its receipt. Within 60 days, the mortgage lender must “correct or clarify” the problem. While you are waiting, you should prepare to move forward with your mortgage complaint.

If the complaint to your mortgage company still does not resolve your issues, other options may be available depending on the type of lender you used and your state’s mortgage law. If you need assistance working through your options, you should consult with a consumer law attorney in your area.

Filing a Mortgage Complaint with an Agency

A reputable mortgage lender will usually respond and resolve complaints fairly quickly. If you think a slow response is due to the specific lender you’re dealing with, rather than your mortgage company as a whole, you may also want to follow-up with a complaint to your Better Business Bureau (BBB). Companies that are competitive will want to maintain a good track record with the BBB.

A mortgage complaint will be forwarded to your lender and will hopefully attract the attention of someone higher to address your complaint. The BBB is not an enforcement agency, however. If you need or want enforcement action, you should consider filing a complaint with the appropriate governmental agency.

Trying to figure out which agency to file a mortgage complaint with can be frustrating. Technically speaking, you should file your mortgage complaint with the agency that oversees your type of lender. Banks are regulated by a different agency than a regular mortgage company, for example. If you can’t quite figure out who actually regulates your lender, the Federal Reserve and the Federal Trade Commission might be a good start.

Filing a Mortgage Complaint with a Government Agency

The Federal Reserve and the Federal Trade Commission both have online resources for filing consumer mortgage complaints. Similarly, most state attorney general offices also have online complaint procedures, including those for home mortgage-related issues. Once your mortgage complaint is received, it could take another 60 days for a final resolution.

The advantage of filing a mortgage complaint with a governmental agency is that it’s free. However, keep in mind that neither the agency nor the attorney general are your retained attorney. They may want to hold on to your case until they receive other complaints, while your dispute is not being attended to.

Getting Help

If you need more immediate relief regarding a mortgage lender’s handling of your home mortgage loan, you may want to consult with a consumer law attorney in your area. A consumer law attorney can send demand letters on your behalf, which will probably be a bit more concise and concerning to your mortgage lender.

A consumer law attorney will also follow-up with litigation more quickly if the situation arises. Even if you are not looking to hire an attorney to sue your mortgage lender, he or she can still help you understand your rights as a consumer of a home mortgage loan.

Case Studies: Mortgage Lender Response to Complaints

Case Study 1: Prompt Resolution

Tim filed a complaint with his mortgage lender regarding issues with his home mortgage loan. The lender, known for its efficient customer service, promptly responded to Tim’s complaint within the required 20 business days. They addressed the problem and provided a satisfactory resolution within 60 days, ensuring Tim’s concerns were resolved in a timely manner.

Case Study 2: Unresolved Complaint

Lisa, on the other hand, experienced a different outcome with her mortgage lender. Despite following the complaint notification rules, she faced a slow response and lack of resolution from the lender. Frustrated with the delay, Lisa decided to escalate her complaint by filing with the Better Business Bureau (BBB) to draw attention to her case. While the BBB facilitated communication with the lender, it did not enforce any actions. Lisa sought the assistance of a consumer law attorney to explore further options.

Case Study 3: Governmental Intervention

Mark, dissatisfied with his mortgage lender’s handling of his home mortgage loan, decided to file a complaint with a government agency. He utilized the resources provided by the Federal Reserve and the Federal Trade Commission, which allowed him to submit his consumer mortgage complaint online. Additionally, he contacted his state attorney general’s office to address the mortgage-related issues. The governmental agencies acknowledged Mark’s complaint and initiated an investigation, aiming for a final resolution within 60 days.