Foreclosure Prevention Case Escalation Unit

Homeowners experiencing difficulty in making their mortgage payments have several alternatives to avoid foreclosure. However, sometimes despite our best efforts to help, the outcome is not what was hoped for. If you have a complaint or concern about the mortgage assistance or the foreclosure process and believe your concerns are not receiving the appropriate attention, you have the right to escalate your case by contacting the Foreclosure Prevention Case Escalation Unit.*

The Foreclosure Prevention Case Escalation Unit will receive your inquiry for review of the foreclosure prevention process previously conducted on your account. The unit will:

  • Acknowledge your inquiry in writing 3 business days.
  • Provide a resolution date 15 calendar days from the date of receipt of your inquiry. In the rare case that more time may be needed, we will notify you of a new resolution date not to exceed 30 calendar days from the original date of receipt of your inquiry.
  • After research is completed you will receive a response in writing.


Inquiries Can Be Submitted as Follows:


Toll Free Number: 1-888-381-7679

Hours: 8:00 a.m. - 5:00 p.m. CST

By Mail: Foreclosure Prevention Case Escalation Unit
1 Corporate Drive
Suite 360
Lake Zurich, IL 60047
Attn: Case Escalation Unit Research Department

Please include your loan number and last name when you submit your inquiry.

Status updates on ongoing foreclosure prevention options should not be sent to this unit; however, if you have any questions regarding the status of your loss mitigation review, please contact our Loss Mitigation Department at 1-888-395-3997.

* Foreclosure Prevention Case Escalation Unit inquiries pertain to primary or first mortgages only, not home equity loans or home equity lines of credit.