Franklin American Mortgage Company N O'connor Blvd, Irving

Modern online management (self-service) of accounts doesn't exist, forcing you to contact them via phone when you need something. Managing accounts, payments, and accessing loan information without calling is very difficult. Calling them results in no-less than a 30 minute hold before speaking to someone and rarely connects you to the right person. They need a serious overhaul on self-service channels and customer support. Their rates are great, but once you commit to a loan with them, you're stuck with their outdated online functionality and sub-par customer service experience.

Franklin American mortgage is competitive on their upfront rates, but are costing us dearly in the long run. The way they process payments makes it difficult to manage your account. Departments do not communicate well with each other. When calling customer service there are extended times on hold, dropped and disconnected calls, multiple transfers, and no resolution. I deeply regret having two mortgages with this company.