This is a garbage lender. Their underwriters are incompetent at best, malicious at worst. Specifically Tammie Barnes. She is extremely incompetent and her boss said she's one of their most senior underwriters. Well, she didn't review the documents we uploaded and she ended up conditioning us for a document to prove a debt my client paid off 20 years ago was indeed paid off. Do you keep documents for 20 years? There was no corresponding debt showing up on my clients credit report, no mention in the automated underwriting system, only Tammie's word that we needed to prove a phantom debt was paid. Honestly it seems malicious to me because I already called her out on her incompetence from her initial underwrite, which was late, by the way. I'd advise you stay away from this lender at all costs. If the option is to stay a renter vs. apply for a mortgage with Franklin American I'd suggest you stay renting. This company demonstrates everything wrong with our industry and they employ incompetent or malicious people like Tammie Barnes. read more

If Icould do no stars I would...DO NOT GO THROUGH THIS COMPANY and if you mortgage somewhere make sure this is not a company they "sell" your loan to... 2nd year they have increased my escrow, 1st year was 30.00...and although my insurance and taxes increased I was in the positive 22.00. However again I rcvd a 2nd notice of an increase. This time it was 70.00!! So in 2 years 100.00 my payment has gone up. Their reasoning is they like to have a 1000.00 "cushion" so this could be a on going thing...Will definitely be refinancing soon.. ps called the company and talked to a TY we were "disconnected" and although he verified my # and my husbands # (on speaker) no phone call back and had to call and hold again. read more

This mortgage company is a ripoff. Do not do bisiness with them at any cost. They have a " 2 Star " rating for a good reason! They are a bunch of incompetent crooks. I had the worst experience of my life trying to get a mortgage with Franklin American Mortgage. Stay away from them, they are a terrible company! read more

Have now moved and remortgaged with another company. Had no issues paying off the FAM. My taxes etc were not in escrow so never had issues there and never had to call cust service either. Just paid monthly and it was fine up to the end. (Special thanks to Trey W. for my first salty message on Yelp re my original review. :) ) read more

I'm seriously thinking of re-financing my home loan just so the front end management of the loan itself will be better. Franklin American has the absolute worst customer service attitude I have ever experienced. They have rolled out a new website for on-line payment processing and information access. Trust me when I say that no one saw this one coming. Their old site worked best in Netscape Navigator 7. Their new site doesn't work in any browser. They don't recognize my loan number. Or my social security number. Their phone tree said they open at 7am Central time. I called in earlier to get that information, so I waited until 7am Central time. Then THE GUY WHO ANSWERED THE PHONE SAID THEY'D BE OPEN AT 8AM CENTRAL TIME. I guess he was the janitor. Anyway, if you care about your loved ones or your health, run away screaming in the other direction. Tell your friends to run too. It's too late for us, but you can make it if you run away now. Godspeed. read more

Would give -10 stars, corrupt crooks is what FAMC are! Lied about my age & my marital status when I bought my home in 2005 of which I still live in as of 11/01/23. Looking into selling & there was a discrepancy with the square footage so I referred to my closing documents and found these lies of which are federal offenses by the way. Gerald Taylor was my mortgage agent and Lanese Holder was the realtor who came to me wanting me to buy a home and her be my realtor and she was working with these crooks. I would NEVER EVER recommend her or him. The mortgage personnel blame & point fingers at the company over all yet there was no gun held to their heads nor any other force to make them play along with the game of ripping innocent buyers off! Karma does not forget and always comes back around for the corrupt crooks! My question is why are all these companies that were made to pay out lawsuits allowed to stay in business after knowing how corrupt and crooked they are? Oh yes, cause the American Government is just as crooked and was paid by all these compnaies so its all good, What a complete joke of a country operated by twisted sick greedy fear mongering parasites! read more

Finally received a notice with a balance due of 2800 to start escrow,sent in and payment has still changed both months since I guess they don't get calculators read more

This company does not provide its Customer Service department with information that can be helpful. And you can't talk to anyone except Customer Service. My insurance company did not receive their premium payment from Franklin and now my policy is in cancellation. I called Franklin five times and emailed twice. Customer Service is always polite - but absolutely useless. You are not allowed to talk to the department who can actually help you. In my experience, Franklin American Mortgage does not care about their customers. They will just send you around in circles until you give up. read more

Stay away, stay far away. Nothing but trouble. I don't believe anyone there knows what they are doing. I get a different person each time I call and I'm told something different each time. I have had to start over with processing payments/ forms more times than I can count, even when it is there error. They cannot even get auto payment and budget drafting correct. I have been trying to set this up for 7 months. I am definitely seeking another mortgage company even if I have to pay refinance fees. Big DISSAPOINTMENT! read more

Let me just say that I would leave 0 stars if I could. The first year I did not hav a problem. The second year my mortgage went up 439$ a month due to their error in calculating taxes and an escrow shortage. When I called to talk to them about it they refused to take partial payment or to work with me about the payment situation. I would not have signed a mortgage that was almost $2K a month. I will NEVER utilize them again. I have owned a home previously and never had an issue with the escrow and tax payments. Buyer be ware I have talked to a few people and evidently more than one company is utilizing this tactic to get your business then the second year you are SOL. read more

If I could leave a negative star review I would. I hope you never need them to help you with anything because if you do they are cold, uncaring, and useless. I had a unique situation where I had called my bank to put a stop payment on an auto draft for my Franklin American mortgage payment for June because we were selling our house and a few days away from closing. Unbeknownst to us the buyers loan officer had made a terrible error in the paperwork and the sale didn't go through so I made my house payment for the month and paid the $5 late fee. The closing was then reschedule for mid July so I visited the website to check if my account was still in auto draft. The mobile website IS NOT user friendly and I could not make heads or tails on where it was so I just decided to go ahead and make a payment manually through the site on July 1st. I did not know that my bank left the stop payment on my account for months and would stop any payment request from Franklin for the exact amount of my mortgage so again I paid the payment and a $5 late fee to make sure my mortgage was paid and up to date. They how ever decided to charge me a NSF fee because of the stop payments. Which it being a odd situation is fine. I just figured I would call and explain the odd circumstances and get the fee waived but instead they refused to help. Margaret Caudle from the web chat was very cold and harsh. She just kept stating I can't waive the fee sorry. When I asked her who could help me she made the comment "I did help you. I told you we couldn't waive the fee and two people have told you that, so is there anything else I can help you with." Do not allow your loan to go to them or work with this company they are heartless and don't care about their customers at all. ****By the way the reason I had to put a stop payment through my bank is because...surprise!surprise! when I contacted them by phone to cancel my auto draft payment for my June payment they were unable to help me and advised that I contact my bank. read more

The problem is, once your loan is closed it gets moved to a "service center" located in NJ. Unfortunately that is who services the Franklin American loans so it is their service that can be disappointing it seems. But as far the process in getting the loan, Franklin American in Franklin,TN did a great job with my original loan and my refi. And so far my loan at the NJ customer service center has gone fine as well, no issues. read more

The loan is fine so far (2 years in), but the customer service is impossible - LITERALLY. We've tried changing our address on the payment slip for 10 months now. It never changes. I tried calling 6 times today. Each time (no matter which department I tried) I'd be on hold for aprox 20 minutes and EVERY time would get hung up on after those 20 minutes. Yes, I could do it online, but in order to do it I HAVE to check the box that "OK's" robo calls! So my next plan is to tape and staple the payment slip with our address change written all over it. Maybe that will work. But it is terrible for a business to not only NOT answer calls... but make you stay on hold for 20 minutes before they hang up on you! read more

Worst mortgage company that I have ever dealt with. They would not send me my surplus escrow money. I had to call and be on hold for 30mins and the money magically showed up when I started stating federal law. Every person that I dealt with in customer service was extremely rude. If you don't like your job move on to something else. read more

To be updated. Closed in June 2019 and already know our year 2 escrow will increase to cover taxes & insurance. NOTE: Franklin Mortgage was bought by Citizens Bank in 2018. For others (and maybe us too) sending letters to company presidents do wonders for fixing issues; so if Franklin is hassling you, write to the President of Citizens Bank in Providence, Rhode Island read more

These people are a disgrace. I didn't intend to do business with them, but my original lender sold my loan to them before the ink was dry on the closing documents. So, I said WTH. My payment was the same, and I was feeling a little upset about the bait-and-switch the original lender had pulled on me. Why shouldn't I want to do business with people who wanted to work with me? I was a little put-off by the website. You can't log in from the company's main website, but that was a minor annoyance. Still, it has to be one of the least appealing and most counterintuitve sites I've ever encountered. I got my autodraft payment set up, though, after investing a little time and effort. For a year or so, everything went fine. As long as the only relationship was me making the payments and them applying them to my account, everything went fine. As soon as I needed ANYTHING from them, though, this changed. My first (still unresolved) issue with them deals with holdback funds for some repairs. When I bought this place, the owner put some money (about $1500) into an escrow account so I could get some work done. It was winter in Montana, and exterior paint is a bad idea when it's so cold. Anyway, I started trying to get these funds in the spring. I made a call in April -- then another in June -- then another in July. All three calls ended with the customer service rep telling me they needed to "research the issue" with the promise of a callback the next business day. They all lied. I'm nearing the dawn of another winter, and no one has EVER called me back. Also, this year I was approved for 100% disability through the VA. In Montana, this qualifies me for a major reduction in my property taxes. The county office provided me with a letter stating that I was eligible for this program, but that wasn't good enough for good ol' Frank-Am. The county clerk was stunned. She said she's never seen a lender that wouldn't lower a mortgage holder's payment. Nope, though, not good enough for this fly-by-night outfit. They need a copy of the tax bill which doesn't come out until later this month. In the meantime, I've overpaid my escrow by $180 per month for eight months. Are they going to pay me interest on the amount they've over-collected? I'm not holding my breath. The final straw was comparatively minor. I pulled up my account online last night to ensure my electronic payment had posted. It had, but I saw a $5 charge on my account under the heading "Fees" with the descriptor "other fees." Well, thanks for the detail -- that was sure helpful! I sent an email inquiring into this, and I was notified that someone would contact me within 24 hours. I'm sure you can guess what happened today. Nothing! At least they're consistent. Customer service is an alien concept to these people. I'd say the suck, but that would be an insult to things that suck. There is a silver lining. I'm a "if it ain't broke, don't fix it" kind of guy. I was pretty happy with the terms on my loan, and I'd have probably just rolled with it if I hadn't had all the problems I've had with these people. I started shopping around, and I discovered I can save about $80/month with another lender. Truthfully, if I'd even broken even I'd have probably gone forward. I want nothing to do with this company, and neither will you if you're not a masochist. read more

First YELP review ever, cause I am just a easy going person that never really gets too "ruffled," but this company has completely and utterly let me down, along with many others I see. One star, because it's not an option to leave no stars. I have never been so frustrated and let down before, I have had to resort to sending all house payments certified mail and via cashiers checks... made an online payment back in December 18' and only half was applied to my loan, Franklin claims it was a "dishonored payment" yet my financial institution has sent transmittal reports multiple times (fax, email, hard copies) to them which are VERY black and white showing full funds went to a Franklin American routing number and they still point fingers every which way and talk in complete circles. We even took all our paper trail to an attorney who scratched his head in disbelief that such money was "lost" in "cyber space." Literally... no matter how enticing their offers are on mortgages- save yourself, and go with the next guy. read more

Pathetic customer service. They bumped up my Escrow and collecting more monthly payment. I have been requesting them to remove my PMI for the past 4 months. No response. Never every think to take a loan from this Lender. I will raise a Federal complaint and will refinance my loan. read more

I wish I had the choice in mortgage company when I bought my first home from Nothnagle. Franklin American would notify me every month of the sale of my mortgage to another bank. Only 4 months into the mortgage I now have to resubscribe payments with a new bank. This is both a security issue and an annoyance. The rate I got was great, but the customer service of this place is like trying to squeeze emotion out of a stone and their communication is equally lacking. read more

This company should receive 0 stars, there customer support and help is horrible. They continue to find ways to add "fees" here and there. I got a new appraisal to discontinue my mortgage insurance and they sat on this for 3 months and did not discontinue it. After I finally got through to them, they sold my mortgage. So in essence they help me off as long as possible until they could no longer do so, collected my money because they said it would take 4 months to process my paper work, then they sold my loan when I finally got legal representation to force them withdraw the mortgage insurance. read more

I could not agree more with the reviews below about the customer service. Whoever designed the way their customer service center works or the structure of the departments is one of the biggest morons that has ever lived. None of the departments are allowed to call one another or talk to one another. If you want anything done with regard to your mortgage account it will take you hours on the phone and still it will either not be done or done incorrectly. read more

I'm literally in tears, we have suffered loss of income due to hurricane irma, got caught up and now loss of income again due to reasons out of our control. We are one month behind and want to ask for a forbearance but can not get a person on the phone, holding for literally hours at a time only to get disconnected. The one time we did talk to someone they said they would call us back and never did. Things are bad enough without them making it so difficult. Customer service is a cruel joke!!! One star is to kind. read more

Franklin American Mortgage - Mortgage Lenders Near Me - Franklin, Tennessee

Back in April of this year I started getting notices that my county, school, and city taxes haven't been paid. The natural reaction was the pick up the phone and call FAMC. After being handed to four people and re-explaining the situation, the end result was being told all taxes via escrow as they should have been and not to worry about it. A month later I get another letter stating taxes haven't been paid. The same process repeats. Even the automated phone message when you call FAMC says not to worry about taxes being paid. Is it safe to trust this company? Two months later I come home from work and find a green piece of paper tapped to my door from the county listing all taxes that still remained unpaid, that it was my responsibility to make sure they get paid, and if they are not paid in due time the county would auction off my house (basically sell it) in order to cover the outstanding tax delinquent account. After multiple attempts to get FAMC to communicate with the county, it just doesn't happen. Does this company care about the concerns of their customers? If so, I question their competence. That same week I had to consult an attorney. Fast forward one month. We find out that all escrow was applied to the wrong parcel number. FAMC can't tell us where the money went. After another month goes by (which brings us to the present) I get another letter from FAMC stating that there is an escrow shortage of from the previous year adding up to more than what my 2017 taxes were and that I had 30 days to pay it. Oh, but they are nice enough to let me pay that balance over the next 12 months, which more than doubles the monthly escrow that's taken out each month. Now I'm convinced FAMC is deliberately pissing on me with out the decency of calling it rain. In response to this, my attorney stated to me that FAMC just isn't getting the point. Each time my attorney calls, he says he gets another supervisor that makes it difficult to get anything done. He believes something bigger and more sinister is going on at the top that has something to do with corruption. That theory would certainly explain what's going on. It would further explain why other people are having the same difficulty as I am. This issue is still ongoing and there is a chance that even with my attorney fighting on my behalf I could still lose my house .... despite the fact I've done everything I was supposed to. There is corruption within FAMC and more than one attorney is uncovering it. The only other theory that would explain this aside from that is extreme incompetence and lack of care for customers from FAMC. Do not use them. They end up screwing customers and don't care. Is this the kind of company you can trust? read more

It took several phone calls and months to get my name updated. Trying to pay my mortgage each month is a constant struggle as the website crashes, the name change prevents me from auto pay and the phone number for paying online is nearly impossible to find. Expect to be on hold for a long time and feeling like you're in the 90's by having to send snail-mail for everything. I am seriously considering refinancing my house just to switch companies. It is THAT bad. read more

Horrific. Yelp needs to add a rating lower than 1. Long wait times as they are always experiencing "higher than normal call volume". Customer service staff are unable to address or correct even the most basic concerns. Website is barely functional. Cannot make a payment or view loan history. No links actually work. Comcast has nothing on these clowns. read more

My mortgage is only with Franklin American because it was sold to them almost immediately after I closed on my home. Not their fault I know, but I would never ever choose to bank with them on my own. :/ They have THE worst website I've seen in the last 15 years. And this is AFTER they re-launched (today) with an ALL-NEW latest and greatest site! It's horrific. Almost every link I click opens in a new tab, I can't find anything different or better about this relaunched site. It literally looks worse than the first website I ever created in flat html when I was a 9th grader. Can't schedule a payment. Can't see payment history. I literally just clicked the "Return to Loan Portal" button and it said "successfully Logged Out" - when I'm still logged in. This is just an awful site - they should be ashamed at how far behind technologically they are from every other bank. They also have a terrible phone system, takes For.Ever. to talk to someone because they jump you through so many automated hoops with long irrelevant messages on each menu. They make you re-enter information multiple times in the phone system just to have to provide again when finally get someone on the phone. read more

Franklin American has had our mortgage for 2 years now, and it has been a nightmare. Our mortgage was sold to them and its been a total nightmare. They lose payments, take payments twice . Customer service has lost several of our documents. If you can , please do anything to avoid working with this company. you will constantly be correcting their mistakes. read more

This company has the worst customer service of any business I have ever encountered. I would never in a million years recommend them to anyone. read more

Terrible Lender. Zero Customer focus or concern. Just purchased second home and thought I would try F.A. Cost me 100 points on my credit score from en error on their end. I spent weeks of effort politely & professionally trying to resolve but since it had zero impact to them, they refused to even review the case. I will refinance in the coming months. read more

How is it possible you can't make automatic payments?!? I tried paying on their website today and they said they have a new website and that you have to "re-register" to log into their new website. But to re-register, you have to know your loan number - who knows their loan number?? And they also ask you for your 9 digit social security, which made me think for a second if the website I was on was a fraud because usually companies ask you for the last four digits. Their website is horrible and not direct. You can't get to it quickly if you google it, you have to dig and find it in the internet. Horrible that you can't auto pay! So basically if I take a vacation longer than a month, I better remember to log in somewhere and pay online... Ugh! read more

BEWARE! Franklin American Mortgage (FMA) outsources their marketing to an outdated services bureau. They require direct mail to do simple things like pay monthly bills in two bi-weekly installments. Working on attempt #4 to get them to apply the full mortgage payment of escrow to cover "their risk" for me making my monthly payment over two payments each month. They've sat on a 2K plus payment for two years and lost my paperwork twice. read more

This lender is awful! don't use them.... I have been dealing with them now for over 2 months on the Property Taxes on my escrow are twice as much as what the county is actually charging me. Their customer service is the worst I have ever dealt with! They keep telling me to send emails with information and they can't use what I send them. I call and I get the same stupid answers .... which really are NOT answers.... they do NOT have a clue what is going on with your escrow or anything else for that matter. I want to drop them in the worst way, but I'm afraid that I will get stuck with them when the new lender sells my mortgage! read more

Do NOT NOT NOT do business with this horrible company. Worst mortgage company I've ever had. This horrible company bought my mortgage after a refinance in 2016. Tried to set up an automatic withdraw and was told I have to pay an extra mortgage payment before I could set that up. Now I'm trying to get an insurance claim check endorsed due to the amount. Called customer service listened to a recorded message for a full 31/2 minutes before I could even get to a prompt to hold for a representative. No where local to get the endorsement therefore I have to mail the check to South Carolina with their tracking numbers on it so they can endorse and mail it back to me. Tempted to refinance for the sole purpose of getting rid of this horrible company. Not sure why average Americans have such little control over something that is such a big part of our lives. So now I've sent the check for endorsement and they won't sign until they have a copy of the insurance adjuster's report. Also, they have stated they will be sending someone out to do an inspection. Even more wast of my time. Meanwhile I have the contractor waiting to get paid for the work they have completed. read more

Absolutely, hands down, the worst mortgage company I have ever worked with. When the mortgage was first set up they missed two taxes; a letter was sent by my local town to garnish my wages for these two taxes until Franklin finally got their act together and paid them. Last year I received an overage for $33 on my escrow, this year, not 6 months later, I receive a notice of shortage on the same escrow account for $658! How incompetent can a mortgage company be to issue a refund and less than 6 months later come after me for more money? i will have to pay, if I don't my payment goes up almost $100 per month! If you read this review DO NOT DO BUSINESS WITH FRANKLIN AMERICAN. Also, I didn't choose them, they bought my loan after I financed through Quicken Loans who apparently do not care who they sell to! Making money is the name of the game with Quicken. I don't care how many awards they receive, when they sell to a worthless mortgage company they don't deserve anything! read more

This is the worst bank I ever dealt for a house mortgage. Their costumer service is 0 and you have to wait more than an hour every time. In addition they are not transparent in their processes, don't explain the important things, you have to call several times for the same reason, they even withdraw more money from my account without a reason. Don't deal with them! read more

I purchased a new home and my mortgage broker locked me in with Franklin American for the lowest rate. It's been all downhill from here. We had plenty of time for close of escrow and there have been no conditions outstanding for a week. They missed the deadline to send a closing disclosure without any contact. We've been reaching out 4-5 times a day now that the closing has been delayed and they won't give us any timelines for sending docs to title. Here I wait.... verging on homelessness, while they take their sweet time. Never ever again will I work with this lender on a purchase loan. read more

Absolutely POOR customer service. They made a mistake on our credit report by reporting a late payment the month that they actually transferred our mortgage payments to another company. We called multiple times to have them fix the issue, or at least give us a letter stating that they made a mistake. Well, we never got that letter after a couple weeks, so I called again to follow up, and I was finally transferred to a supervisor named JESSICA, who was very rude and kept threatening to hang up on me. And she had the audacity to tell me that them reporting our payment late to the credit bureaus was "just how credit works." Jessica, ma'am, that is actually not how it works at all. When JESSICA couldn't give me the answers I was looking for, I asked to speak to her supervisor. She said there's no one else to speak to - because obviously, she's the president of the company So, I asked her to transfer me to one of the other supervisors, which ended up being JASMINE. When Jasmine told me that there was no one above her at the call center, I asked her to transfer me to someone outside the call center. Jasmine apparently thought it would be funny to transfer me back to level one customer service where I started. Well, I explained to the nice gentleman that I was having a hard time with the supervisors, and he seemed to understand and told me he would find the right person to talk to. He then transferred me to Paul Samuel. At first, I though Paul was actually trying to listen to me and trying to fix the problem. But, boy was I wrong. He was the most Passive Aggressive of them all.... And so very condescending. And he would "MA'AM" me to death - you know trying to talk over me by repeating "Ma'am, ma'am, ma'am, ma'am" over & over & over again. Well, I went "full Karen-mode" and called their corporate office to complain about the poor customer service at the call center, and I happened to talk to a very sweet lady who ACTUALLY listened to me, heard what I was saying (instead of just being defensive), and said I was right. And that she would type up the letter that I had been asking for and sent it over to me within a few minutes.Hours later, she ended up not sending me the letter and spewing the same verbiage as the other people I'd talked to. These people are useless. read more

OMG... Now I can't get on the website and the hold time to speak to someone is a little lengthy but I can't say enough good about this company! First off, when I was shopping for a loan, I initially went thru a lender that a friend recommended. My realtor told me that he felt his lender could get me a lower payment. They saved me $300 mth and they gave me the best program with the best rate! I am a contracted worker and things got vveerry slow with the 2017 storm we had and the holidays. FAM worked with me and my family in a dignified manner to ensure we stayed in our home!! I will NEVER forget the amount of support I have received from them and would recommend them to family and friends until the day I die. :-) :-) read more

I have owned multiple houses over the last 35 years and dealt with a lot of mortgage companies. Some are better than others but Franklin American is BY FAR the worst I have ever dealt with. They do not know how to calculate a required escrow payment. Their customer service is the worst I have ever experienced. They won't talk to you beyond your initial contact. all their customer service representatives will do is have you write a letter to some other department. No one will discuss your issue with you. They will simply send you a letter and regardless of your issue their word is the end line. Do everything you can to avoid dealing with this company. read more

Without a doubt the most poorly run, most disorganized and basically dysfunctional entity I've ever dealt with. Multiple missed promises, errors in paying taxes, poor customer service. Stay away at all costs. I only wish they would sell my mortgage to someone else. Anyone else. Just awful. read more