Freedom Mortgage Corporation

Ms***, upon receipt of your complaint I reviewed your accountIt seems that your bill pay service was mailing the check after the 10th of the month, that leaves little room for any issues with the postal serviceI do apologize that you have been frustrated by this situation but there is
no attempt to force you to pay late charges nor do we wish to have any negative impact on your creditYou have not been reported deliquient and the one late charge that was assessed has been waivedPlease let me know if there is anything further that I can do for youSincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

March 28, *** *** *** *** ***
*** *** ***
*** *** ** *** Re: Your Complaint to the Revdex.com Dear *** *** *** *** We have reviewed
your complaint and researched the issue regarding your tax payment and your escrow analysis We performed an escrow analysis on March 16, which reduced your payments from $1,to $1,per month effective with the April, paymentThe analysis showed a shortage of $1,which is due to the prior collection of taxes and insuranceI have attached the analysis for your review In 2016, your taxes were reported and paid in amount of In 2017, taxes were reported and paid in amount of $2,However the tax authority amended the amount due as a homestead exemption and $was refunded to your escrow account on 2/14/2018. The increase in taxes is due to an increase in the property value from $127,of assessed value in to $175,of assessed value in The prior escrow analysis on 12/7/showed a shortage of $1,due to increases in taxes and insurance from the prior yearThis analysis was effective with the February, payment and only $of the $1,shortage was paidThe new analysis dated 3/16/2017displayed a lesser shortage due to the new tax amount using the Homestead exemption While your monthly payment has decreased, there was no surplus available to refund due to the prior escrow shortageI have attached the prior two escrow analysis for your review Sincerely, Joseph PP*** Director Customer Service Freedom Mortgage Corporation *** *** *** *** *** *
*** *** ** ***

They contacted me to do a no cost refinanceThe *** was much higher than agreed upon and they would not correct itI believe they purposely tried to increase the loan amountI contacted them but nothing was done and could not proceed

September 2,
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Ms*** ***
*** *** *** ***
***, ** ***
Re: Your complaint to the Revdex.com
Dear Ms***:
We are in receipt of your complaint and are happy to respond to your concernsI have reviewed your complaint and researched the issue regarding your payment plan
Freedom Mortgage set up a payment plan for you consisting of payments of $representing the March, April, May, June and July, payments (total $4,242.30) were consolidated into payments of $1,each in order to assist you in bringing your account currentYou made these payments on 5/31, 6/and 8/1/
Unfortunately, a late charge in the amount of $and an increase in your escrow payment for the final payments of the plan totaling $prevented us from posting the final 7/paymentWe have waived the late charge and our Customer Care Supervision attempted to contact you on September 1st to provide you with options moving forward
Unfortunately, our Customer Care Supervisor advised that you were not trusting of the numbers she were stating and you disconnected the callTherefore, we have reduced your payment back to $for the final payments of the payment plan and have credited your 7/paymentPlease note that this solution will cause a shortage in your escrow account which will have to be paid as part of a payment increase in the future
As of the writing of this letter, your account is due for August 1,
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
Joseph P.
Assistant Vice President
Customer Service
Freedom Mortgage Corporation
*** *** *** *** ***
*** *** ** ***

Complaint: ***
I am rejecting this response because:
I need copies of the payments that I made and how they were applied to the accountAlso, I had paid my hazard insurance in FULL my self and you still sent out an additional payment to them and I was told to contact them for a refund, but they have yet to receive any funds from you for a payment of check number ***This needs to be refunded to me as well.
Regards,
*** *** ***

Mr*** I am sorry that you experienced frustration while trying to payoff the mortgageWe will be reviewing the actions taken on your account and provide re-training if neededThe funds did not initially post as they were not recognized as a payoff, were not certified funds and were more than
the balance on the loanSomeone should have reached out to you at that point but that did not occurSince your complaint the loan was paid off via your wireThe balance in escrow, was refunded to you via a check on 1/27/and the payment was refunded, again via check, on 1/25/There were no late fees charged on the account because it was a newly boarded loan and there was no negative credit reportingIf you would like to email me proof of the wire fee or any other charges you incurred as a result of the issues with the payoff I would be happy to review then for refundingSincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, you email has been added to our systemYour account was never active probably due to the fact that we did not have an email address to send the temporary password toWe have activated the account and emailed you a temporary passwordYou will need to update the temporary password after getting in by going to "EDIT MY PROFILE" and then update the password to one of your choosingLet me know if you are successfulRoseanne G

Mr***, upon receipt of your complaint I asked the tax department to review your taxesThey advised that the tax service missed the payment and they will pay the penalty on the tax billIN your complaint you stated that you were going to pay the taxes and wanted to be reimbursedWe
checked with the tax office and the bill is still duePlease let me know if you want us to disburseI do not want to have a duplicate payment if you are in the process of paying the billPlease email me at ***
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

October 12,
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*** *** ***
*** *** ***
*** ** ***
Re: Your complaint to the Revdex.com
Dear Mr***
We are in receipt of your complaint and are happy to respond to your concernsI have reviewed your complaint and researched the issue regarding the missing payment
We have located the payment in the amount of $1,which was routed to us in error and applied to the incorrect accountWe have reversed the payment from the incorrect account and forwarded the payment to *** on 10/7/
Since *** has your account and records, any amendments to your credit must originate from them
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
*** ** ***
*** *** ***
*** ***
*** *** ***
*** *** *** *** ***
*** *** ** ***

Dear *** ***,Upon receipt of your complaint I asked our escrow departmentto reach out to the vendor we use to handle the insurance policies and thepayment of the premiumsThey reviewed and found the followingIt seems thattheir processor misread your Condo
Association’s master policy and thought itcovered from the walls inAs such they removed the requirement for the H06policy you have and as such did not have the disbursement date on the system.Additionally since they did not show that individual coverage was needed theyalso did not send out any letter regarding renewal informationDue to thiserror in processing the vendor will be forwarding to your escrow accountto reimburse you the additional cost associated with the reinstatement of thepolicyOn behalf of Freedom Mortgage I do apologize for the error on the partof our vendor and we will make a review of similar loans to be sure that thiserror is not repeated Sincerely *** ***Vice President Customer ServiceFreedom Mortgage Corporation

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Mr***, please see belowThe surplus is not calculated the exact way you describeIt is based on the cushion which is months’ worth of escrow which is a total of $The lowest amount your account can go is In December, your account is So you have a small overage of not enough to send out. Your required balance is and the actual balance is 1389.34. The account was just analyzedWe will analyze it next year and if you have any overage it will be sent to him
Month
Balance
Payment
Disbursement
New balance
Dec
$
Jan
Feb
March
April
May
June
July
August
September
October
November

Ms*** upon receipt of your complaint I asked the department that handles the transfer of loans to review your accountThey had not been made aware of the sale of the loanThey reached out to the department that handles the notification of the sale and there was a lapse in communication
They have updated the loan and it was released on the 9thA representative reached out to you to advise and apologizePlease accept my apologies as this was an oversight and I am sorry that it caused you frustration'Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

Do not waste your time with this companyThey will over charge you and screw up your escrowNot only do they screw up your account, but they give you no notification of them increasing your mortgage and when you call to get an explanation, they put you on hold for an hour and then never even try to get in contact with youAs a first time home buyer trying to understand what is going on, do not go with this company

August 18, Mr*** *** *** *** ***
*** *** ** *** Re: Your complaint to the Revdex.com *** *** *** *** ** ***
Dear Mr*** We are in receipt of your complaint and are happy to respond to your concernsI have reviewed your complaint and researched the issue regarding your escrow refund First, please allow me to apologize for the delay in getting your refund to you We have located the funds and a check has been requested in the amount of $(there was an additional $in the account in addition to the funds that were locataed)We should have the check within the next day or so and send it via overnight mailYou should have the check within business days If you have any further questions or concerns, please do not hesitate to contact me Sincerely, *** ** *** Assistant Vice President Customer Service Freedom Mortgage Corporation *** *** *** *** ***
*** *** ** *** Phone: *** *** *** or direct line *** Fax: ***

Mr*** I apologize for the frustration you had with our servicing centerPlease be advised that I have submitted a check request to refund to you the late fee on your accountYou should receive the refund in about business days via regular mail
Sincerely
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*** ***
*** ***
Freedom Mortgage Corporation
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Ms***,Upon receipt of your complaint I reached out to our tax departmentThey advised that they could not use an estimated amount for the taxes as it could be inaccurate and therefore create a shortage in your escrow account in the futureI asked if they would be able to use the estimate if
I had a email from you stating you were aware that the tax amounts were estimates and had the potential to be higher and if that was the case you understood that you might have an escrow shortage in the future but that you authorize us to use the estimateThey agreed that they would use the estimate under those conditionsSo if you would email me as discribed above to r*** I will have them make the adjustment.*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Ms***, upon receipt of your complaint I reached out to *** who was servicing your loan until 2/2/They advised that they have no record of having received a check from you for the reinstatement of the loanThey had issued two reinstatement quotes but never got any fundsThe loan was
referred to a foreclosure firm that that increased the amount of fees owed which increased the reinstatement quoteBased on the current history on the file it seems that funds have been received by us and we are reviewing to determine if the correct amount has been received
Sincerely
Roseanne ***
Vice President Customer Service
Freedom Mortgage Corporation

Ms***, upon receipt of your complaint I reviewed you file and historyYou should not have been charged the payoff fees as this was an internal refinanceI have requested a check be issued to you in the amount of and sent out via regular mailIt should arrive in about weeksI
apologize that this was not taken care of sooner.Sincerely*** ***SVP Office of the PresidentFreedom Mortgage Corporation

Ms*** upon receipt of your complaint I asked the escrow department to review your concerns regarding the disbursement for homeowner insuranceThey advised that it appeared that our insurance vendor, while attempting to verify coverage determined that there was a payment owed on the policy
and they disbursed it as an advance and set up an escrow account to recover the advanceThis should not have occurredThe payment was sent to USAA who have just recently returned the funds which have been applied to the negative balance in the escrow accountThe account has been changed to non-escrowedI do apologize for the frustration this has caused you and we will review with our vendor the procedures they should have followedPlease let me know if there is anything further that I can do for youSincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation