Freedom Mortgage Corporation

*** ***We are in receipt of your complaint and have reviewed the loan application and the documents that had been sent to closingWe also pulled the calls between yourself and the loan officerWe did recognize some need for retraining of the loan officerWe are also reviewing the processing
of your file to see what changes can be madeWe are not in the business to aggravate and not listen to our customers so this situation will be taken seriouslyWe will remove the credit inquires and send you copies of the letters doing soPlease let me know if we can be of any further assistance*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Dear Ms***,I do apologize for the frustration you have experienced with your refinanceIt should not have taken as long as it did and we are reviewing why this issue occurred and making changes with the vendor that handled your file on our behalfI understand that the loan has since been final
approved and is closing on Monday the 18thIf you have any further issues please feel free to contact me at ***Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

*** *** as you are aware we communicated via email regarding the tax issue, below was my last email and my understanding is that you were satisfied with the outcome
*** *** I researched this with the tax department and here is
why the taxes did not get paid
in SeptWhen servicing transfers, as was the
case with your loan since we bought it from your lender, the expectation/requirement
is that the previous servicer is to pay any bills that are coming due within
days of the transfer (to prevent just this type of occurrence)Diamond
Residential did not pay the taxes before releasing the loan off of their
systemWe set the loan up showing the next installment being paid by us, not
the current September installmentWe have now disbursed the payment and will
be collecting the penalty from DiamondYou were not charged the penalty out of
your escrow accountPlease let me know if this addresses your concerns and if
I can do anything else for you at this time
Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

Ms*** *** ***, upon receipt of your complaint I reviewed your accountIt seems that that payoff was not applied until 2/which resulted in your loan being reported as delinquent for the 1/1/paymentI submitted a request to update the bureaus to remove the delinquent reporting
todayThis should be complete in about business days but could take up to depending upon the timing of the credit bureaus update cycleI am sorry that this was a source of frustration for youplease let me know if there is anything else that I can do for youSincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

My mortgage was recently sold off to this company Calling them on the phone, the wait for a person was over minutes The website they claim you can use for a variety of functions is not functional on multiple different browsers (chrome, IE, and safari) So far not impressed

Mr*** I apologize that your request to be removed from our calling list was not responded to more quicklyI have requested that you be removed from our sales call listIt may take a few days for our system to be updated but the calls will stopPlease let me know if I can be of any
further assistanceSincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

Ms***, I apologize for the length in time that it has taken to process your refinance, I understand that there is now an issue with the *** case number that is holding things upI am being told that that issue was resolved todayI submitted a request for a refund check in the
amount of be sent to you for the late fee*** charges the fee and Freedom can not waive their fee but we can refund you for itThe request was submitted on the 24th and it usually take about weeks for the check to be mailedIf you have any questions or would like to discuss this situation further please feel free to reach out to me at *** ***Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, Debra D, a servicing manager has been communicating with you almost daily in regards to your concernsI hope that this addresses your request for a manager to contact you and work with youSincerely Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

*** ***, Upon receipt of your complaint I reviewed the loan historyIt seems that you have had issues logging into your account or recreating one for some timeI have asked a representative to contact your directly to assist youIn the meantime I will refund the phone payment fee you
paid when you made your last payment
Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

*** ***, thank you for reaching out to usI have removed your name from the marketing listsYou will not be getting any new solicitations, please allow days for this to take effect in the event of an mailings that may have been mailed before today.Sincerely*** ***Vice President
Customer ServiceFreedom Mortgage Corporation

Ms ***, I apologize for the issue with the websiteApparently you had been trying to make a payment online after 10:at night using the that days date however if it was after 10:at night the system now "thinks" it is the next day and therefore kicks out an error messageThis is an
issue that we are working with our vendor to fixWe have waived the late fee on the account.
Sincerely
*** ***
SVP Customer Service
Freedom Mortgage Corporation

Mr***, I do apologize that you request to be removed from our marketing list was not complied with in a timely mannerSometime it can take days for the mailings to stop because if your name was in a campaign that was already underway at the print vendor there would be no way to remove
it at that pointI have confirmed that you have been removed from the marketing lists and should not get any further mailingIf you do please feel free to email me directly at ***
Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

Ms*** I reviewed your account and it seems that an issue with the system caused the fee to re-appearWe have since refunded the fee to you via a check which was issued on 6/27/There are no outstanding fees on the account
Sincerely
***
***SVP Customer Service
Freedom Mortgage Corporation

October 13,
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Mr*** ** *** and Mrs*** ** ***
*** *** ***
*** *** ** ***
Re: Your complaint to the Revdex.com
Dear Mrand Mrs***
We are in receipt of your complaint and are happy to respond to your concernsI have reviewed your complaint and researched the issue regarding our solicitation contacts
You have removed you from all phone and mail contact listsWe apologize for any inconvenience that has caused
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
*** ** ***
Assistant Vice President
Customer Service
Freedom Mortgage Corporation
*** *** *** *** ***
*** *** ** ***

Mr***, upon receipt of your complaint I reviewed the loan historyIt appears that there was a misapplied payment that has since been reapplied correctlyThe late fees on the account have been waived and the account is now current and due for the 8/1/paymentThere was no negative
credit reportingI apologize for the frustrations that this has caused youSincerely
*** ***
SVP Customer Service
Freedom Mortgage Corporation

Mr***, upon receipt of your complaint I reach out to our processing manager Nancy *** to see if she was aware of the issue with your checksShe advised that she was and was working with you to get the proper payments and names of the payee's on the checksMy understanding is that as of
today all of the checks have been corrected and sent out to youIf this is not the case please reach out to me at ***SincerelyRoseanne *** *** *** *** *** ***

January 3, *
*** *** ** *** *** *** *** ***
*** *** *** *** **
*** *** ** ***
* Re: Your Complaint to the Revdex.com Dear Mrand Mrs*** 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 two fees for pay-offs *** *** requested pay-off statements on your behalf via fax on 11/22/and 12/6/Each time a pay-off is requested, a $fee is incurredDuring your call with our agent, you were informed that signing the consent from with *** *** gave them permission to request a pay-off on your behalf. We have credited the $to your escrow account but please be advised that any future pay-off requests will incur the $fee per request If you have any further questions or concerns, please do not hesitate to contact me Sincerely, *** ** ***
*** *** ***
*** ***
*** *** ***
** *** *** *** *** ***
*** ** ***

*** *** ***
*
*
*** *** *** *** *** *** ***
*** *** *** ***
*** ** ***
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Re: Your complaint to the Revdex.com
Dear *** *** *** ***
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 reversed payment
The payment in question was made on August 1, and the pay-off for your new loan was generated on August 4, The pay-off was generated with the August 1st payment being made so all the new loan was closed with the August 1st payment factored inThe payment was reversed on 8/(reversals normally have a day turnaround time) and the funds were deposited into a suspense accountWhen the pay-off funds were received, funds from this reversed payment were used to pay-off the loan
Since the pay-off was pulled prior to reversal of the payment, Freedom Mortgage will refund the payment to you
I’m sorry for any confusion that this may have caused
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
*** ** ***
*** *** ***
*** ***
*** *** ***
*** *** *** *** ***
*** *** ** ***
*** *** *** *** ** *** *** ***
*** ***

Complaint: ***
I am rejecting this response because:
I am happy that Freedom Mortgage has admitted that there was an error and that I was correct that my home was not in a designated flood zone area. However, Freedom Mortgage made a payment of $2,from my escrow account on 12/24/for a flood insurance policy they had purchased based on incorrect informationTherefore, I am expecting and asking that these funds be returned back to my escrow account to correct this errorTo date, this has not been done. Until this is done, this complaint remains unresolved.
Regards,
Robert ***

Mr***, upon receipt of your complaint I asked for an updated status on the loanAt that time I was advised that they were waiting on the repairs and proof that a credit account was actually being paid by your ex-wifeSince then the repairs have been made but a final inspection has not
yet been orderedThe file is in a suspended status and an email was sent to you yesterday asking if you intended to continue with the applicationA voice mail was left as wellIf you do not wish to proceed please let me know and I will be happy to refund the appraisal fee
Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation