Franklin Credit Your Loan Service Center

FREQUENTLY ASKED QUESTIONS

Welcome to the Franklin Credit Loan Servicing Frequently Asked Questions and Answers section. Here you will find the answers to our borrowers more commonly asked questions. We hope you find them helpful.

 
  • DID MY 1098 GO OUT?

All 1098/1099 interest statements are mailed out by January 30th. If you did not receive your 1098/1099 please contact our Customer Service department at 1 (800) 255-5897 during the following hours:

Monday and Wednesday, 8:00 AM - 8:00 PM ET , Tuesday, Thursday, and Friday 8:00 AM - 5:00 PM ET.

  • WHAT IS MY PRINCIPAL BALANCE?

Your principal balance can be located on your monthly billing statement under the section labeled - Principal Balance* As Of (Mortgage Statement Date).

* This is your Principal Balance only, not the amount required to pay your loan in full.

  • WHERE CAN I MAIL CORRESPONDENCES?

For general customer service questions, it is always recommended that you contact us by phone at 1 (800) 255-5897. If you need to request information from the company our mailing address is:

Franklin Credit Management Corporation
101 Hudson Street, 25th Floor
Jersey City, NJ 07302

Please include your name, address and account number to insure proper processing.

  • WHY IS MY BILLING STATEMENT SHOWING THAT I OWE FOR 2 MONTHS?

All billings statements are sent out 15 days before your next due date. If you still owe a payment by the time your billing statement is generated, it will always show your next month's payment plus any past due payments. If you have any questions regarding your statement, it is always recommended that you contact our Customer Service Department at 1 (800) 255-5897 to clarify.

  • CAN I CHANGE MY MAILING ADDRESS?

Absolutely! Simply send in a written signed request to our Customer Service Department stating your changes. The address for our Customer Service Department is as follows:

Franklin Credit Management Corporation
101 Hudson Street, 25th Floor
Jersey City, NJ 07302

  • CAN YOU SEND ME A PAYOFF LETTER?

All Payoff requests are handled by our Payoff Department. Please send in a written signed request to:

Franklin Credit Management Corporation
101 Hudson Street, 25th Floor
Jersey City, NJ 07302

Or fax the Payoff Letter request to (201) 839-4512 Attn: Payoff Department.

  • CAN I GET A COPY OF LAST YEAR'S 1098 FORM?

You sure can! Our research area can obtain this information for you. To order please contact our Customer Service Department at 1 (800) 255-5897. There will be a $15.00 processing fee for this assistance.

  • WHAT PAYMENT OPTIONS ARE AVAILABLE?

We currently offer the following payment options: Western Union Quick Collect, Money Gram, Western Union Phone Pay and our Automatic Draft or ACH program.

  • CAN I DEFER A PAYMENT?

Yes, Franklin Credit does offer deferments to qualified Borrowers. Please contact Franklin Credit at 1 (800) 255-5897 to hear more about the deferment program or other payment plans that are available.

  • DOES FRANKLIN CREDIT SUBORDINATE?

For select situations, yes, Franklin Credit does subordinate. Please contact the Customer Service Department for more information. The toll free number is 1 (800) 255-5897.

  • WHY DID FRANKLIN CREDIT PURCHASE MY LOAN?

As a common practice in the Mortgage industry, companies like Franklin Credit regularly purchase loans from other institutions.

  • CAN I START ESCROW?

Yes, Franklin Credit prefers that all 1st lien loans are escrowed for taxes and insurance. First make sure that Franklin Credit is the 1st lien holder of your mortgage, and then send in a written request to our Customer Service Department:

Franklin Credit Management Corporation
101 Hudson Street, 25th Floor
Jersey City, NJ 07302

  • CAN FRANKLIN CREDIT REDUCE MY INTEREST RATE?

This is not a normal occurrence at Franklin Credit and would only happen during a full account restructure or in a special situation which would have to be approved. If you feel that your account needs to be reviewed for possible rate reduction, please contact our Customer Service Department at 1 (800) 255-5897 for direction to one of our Loss Mitigation professionals.

  • WHEN WILL I RECEIVE MY SATISFACTION DOCUMENTS?

Upon completion of your obligation, a release of lien and satisfaction of mortgage will be completed and mailed to your home of record within 30 days.

  • HOW CAN I DISPUTE SOMETHING ON MY CREDIT REPORT THAT FRANKLIN CREDIT REPORTED?

For all concerns regarding anything reported on your credit, it is recommended that you voice those concerns directly to the credit reporting agency. The credit reporting agency will notify Franklin Credit of your concerns and insure that a proper resolution is achieved.

  • WHEN WILL I GET MY REFUND IF I OVERPAID AT TIME OF PAYOFF?

If your account warrants a refund for any overpayments, all payments will be sent within 45 days of original receipt.

  • CAN FRANKLIN CREDIT AUTOMATICALLY DRAFT MY ACCOUNT FOR PAYMENTS?

Yes, Franklin Credit has a program called ACH (automatic clearing house program). This program is free of charge. Please contact the Customer Service Department at 1 (800) 255-5897 for an ACH application.

  • WHAT CONSTITUTES AUTHORIZATION FOR SOMEONE TO DISCUSS A LOAN OTHER THAN THE BORROWER?

To insure privacy for your account, it is very important that Franklin Credit receives one of the following: A Power of Attorney, Executor of Estate, or Signed written Consent from the Borrower. Without receipt of these forms, we are unable to discuss your account with anyone.