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Fannie Mae/Freddie Mac Mortgage Complaint Escalation Process

If you have a Fannie Mae or Freddie Mac mortgage and are dissatisfied with our handling of your mortgage loan, and wish to escalate your complaint, please submit a written request to:

Marine Bank and Trust
410 Buchanan
Carthage, IL 62321

Or call 217-357-3151

Upon receipt of your request, we will within three (3) business days following receipt of your escalated case, acknowledge your inquiry in writing via e-mail, fax, or mail, and provide you with a date by which we will resolve the escalated case, which shall be no greater than 15 days from the receipt date of the inquiry.

If we fail to resolve the escalated case by the stated date, we may extend the resolution date for an additional 15 days; however the total time for resolution of an escalated case will not exceed 30 days.

Within five business days of identifying the proposed resolution, we will communicate to you in writing the proposed resolution and next steps, if applicable.

To check to see if your loan is a Fannie Mae or Freddie Mac loan, utilize the website addresses below: