CONSUMER OMBUDSMAN

What is a Consumer Ombudsman?

The purpose of the Consumer Ombudsman is to protect consumer rights by investigating alleged violations, monitoring business activity, and working with business units to correct consumer issues.

Part of the Consumer Ombudsman role is to field complaints and inquiries directly from customers who believe that their consumer rights are at risk or have been violated. The Consumer Ombudsman offers an independent and impartial resolution process and acts as a neutral arbiter of these customer inquiries. The Consumer Ombudsman does not advocate for either the business or the customer but rather ensures a fair process for review of the issue.

When should I contact the Consumer Ombudsman?

You are not required to utilize the Consumer Ombudsman for issue resolution. Before requesting assistance from the Consumer Ombudsman, please attempt to resolve your issue by contacting Customer Service at 800-224-7106 or by emailing ServicingHelp@ServicingHome.com.  If our Customer Service team has not resolved the issue to your satisfaction, you may choose to contact the Consumer Ombudsman.

What kind of assistance can the Consumer Ombudsman provide?

Once a customer requests Consumer Ombudsman assistance, the Consumer Ombudsman will confirm that the issue is appropriate for review. The Consumer Ombudsman will notify you following receipt of your request for assistance if your case can be opened. If the Consumer Ombudsman is unable to accept your request for assistance, you will receive a response explaining the reason for this determination. Every effort will be made to ensure an appropriate response to your request.

If the Consumer Ombudsman determines that your rights as a consumer may be at issue and review is warranted, a complete investigation of the file will be conducted. The Consumer Ombudsman may contact either you or a RoundPoint department to obtain additional facts needed to complete the investigation. Once the review is complete, the Consumer Ombudsman will make a recommendation to RoundPoint on how to resolve the situation. The Consumer Ombudsman’s recommendation and the final resolution of the issue are then communicated to you.

How do I contact the Consumer Ombudsman?

Please send a message directly to the Consumer Ombudsman.

Email:
ConsumerOmbudsman@ServicingHome.com

Mailing Address:
Embrace Home Loans
Attn: Consumer Ombudsman
PO BOX 19972
Charlotte, NC 28219-0229