Freedom Mortgage Corporation

Ms***, Upon receipt of your complaint I asked our tax department to review you concern about the tax paymentThey advised that your loan had transferred to us from *** *** *** *** on 12/1/When servicing transfers anything due within days of the transfer is to be paid by the
transferring lenderYour taxes were due in December and should have been paid before transfer by *** and as such our system did not reflect the need to make a payment for taxes the same month the loan boarded*** did not make the paymentWe have contacted the tax office and have gotten the amount due including penalty good thru 4/We will disburse the payment of the base amount from escrow pay the penalty from our funds and seek reimbursement from ***.Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

*** *** we reviewed the reporting and see that the credit was reported late in errorWe have updated the bureaus and the account will show paid and not late when the bureaus update their records and report nextThe control number for the amendment is *** I apologize for the delay in correcting thisSincerelyRoseanne G***SrVice President Customer Service

[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,
*** ***

We are running into the same problems as (by Kate ** on 9/24/) spoke of in her review""They lose documents - CONSTANTLYThe ignore repeated requests for updatesThey REFUSE to confirm receipt of documents that were uploaded and emailedTurn times are a jokeThey will tell you one thing and then do the exact oppositeI battle for every little thingJust to get them to acknowledge that they got a document was impossibleThen I'd get asked for it againOne item I had to upload SEVEN times before they cleared itThe same document, SEVEN timesThe only reason they cleared it? I emailed it directly to the Underwriter while I was on the phone with himTheir rates may be good, but you get what you pay forNothing but a nightmarish headache from start to finish""
Not very friendly people and it doesn't seem like they know what they are doing We are in a big mess because of the time it is taken to close our loan I have never experienced such a unorganized mortgage company ever

Mr***,Upon receipt of your complaint I asked the insurance department to review your concernsThey have advised that the coverage is sufficient at this time and that the lender placed policy has been cancelled and the $2,was refunded back into your escrow account on 8/26/I do
apologize for the frustration this has caused you and we are reviewing the situation to determine the root causeSincerely*** *** Vice President Customer ServiceFreedom Mortgage Corporation

Mr*** below is a report from the manager you have been talking to on Dec 15thI consider that this matter has been closedI spoke with Mr*** at approx1:PM today…I explained again how taxes are disb approxprior to due date in order to address his concerns over disb in Aug for Sept tax payment. He asked if I found out if the Tax Authority was changing the date due. I let him know that we put direct calls into the authorities and they have no other due dates but do hold at their discretion to change the tax due dates. Asked Mr*** if all his concerns had been addressed and he agreed that they were addressed

As far as I can tell their rates are competitive so I can't score them as low as I'd like to for the complications I've had simply making payments to my loanEvery month now, for over months, I try to pay my mortgage online and their website does not function properlyI am using the most recent version of *** and have tried their website via *** *** *** *** *** *** *** I have submitted complaints with the company directly and they do nothing month after month, even after telling me I'm not the only one having issuesAll I want to do is pay my billI waste my time and end up having to send a check in the endAll my other bills are paid electronically, usually automatically...another thing their website won't let me initiate (and that they won't do over the phone for some reason)It's so frustrating paying my bill with Freedom Mortgage that I'm seriously considering going through the torture of refinancing with a different company just to be rid of them

Mr*** upon receipt of your complaint I reviewed your payment historyIt appears that the additional payment in January was applied and your loan is now due for the 5/1/paymentSince you are paid ahead I can have the one payment reversedIf that is what you wish please
email me at *** and I will ask for the reversalIf not you will not have a payment due until 6/1/16.Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

*** *** upon receipt of your complaint I asked the escrow department to review your account and address your concernsBelow is the response I received:The borrower's account was analyzerd on seperate occasions since the loan was acquired on 3/22/13The first analyses that were
completed did not have the correct or full tax informationThe loan was analyzed on 4/3/and indicated a shortage of This analysis was done in order to make the payment effective 2/1/instead of 4/1/The payment chaged to The loan is currently due for the 3/1/and 4/1/payments.The late fees that were paid in Jan and Feb will be sent back to the borrower as a refund checkThe deliquency that was reported in Feb has been removed showing the account was paid as agreed for that month.Please let me know if you need anything furtherI can be reached at *** ***Vice President Customer ServiceFreedom Mortgage Corporation

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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,
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Ms***, I emailed you the details that you stated you could not open here on this websiteI did that on 4/14/Please review the email, it fully addresses your concernsYou had an escrow shortage as a result of having to pay an unanticipated insurance premium, further you had some increases in other escrow itemsYou loan closed in March of That was two years agoInsurance and taxes increaseThe principal and interest payment has never increasedWe can not control the changes in the escrow accountSincerely*** ***Freedom Mortgage

Ms***, Upon receipt of your complaint I asked our tax department to review you concern about the tax paymentThey advised that your loan had transferred to us from *** *** *** *** on 12/1/When servicing transfers anything due within days of the transfer is to be paid by the
transferring lenderYour taxes were due in December and should have been paid before transfer by *** and as such our system did not reflect the need to make a payment for taxes the same month the loan boarded*** did not make the paymentWe have contacted the tax office and have gotten the amount due including penalty good thru 4/We will disburse the payment of the base amount from escrow pay the penalty from our funds and seek reimbursement from ***.Sincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, I am sorry that you are having issues with the loss mitigation department, as I had said previously you have been assigned a new contact so hopefully you will not have any further issuesWe spoke with your wife in December, sent a new loss mitigation package out and are still waiting on the following outstanding itemsSigned Tax returns Disability letter and 4506-t with line completeplease submit the missing items as soon as possible so we can review your request

Dear Mr***,
I have notified our Loss Mitigation department and they will be reaching out to you via e-mail so we can expedite the modification process
Thank you
Very truly yours,
*** ** ***
Assistant Vice President

January 29, *** *** *** *** *** *** ***
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* Re: Your Complaint to the Revdex.com Dear *** *** *** *** ***
* We
have reviewed your complaint and researched the issue regarding your request to remove FHA MIP premiums from your loan On loans closed prior to June, 2013, FHA MIP premium can be removed after years if the loan-to-value (LTV) is 78% or below based on the original value of your homeYou qualified to have FHA MIP premium removed from your loan as of December, and the letter (see attached) we sent you was correct Since we were aware of your eligibility for MIP premium removal in March, when your escrow analysis was preformed, the cessation of premiums as of December, was factored into the analysisI have attached a copy of the analysis for your reviewIf you review page of the analysis, you will see that we only factored in monthly payments of $(under Your Escrow Account Information) for FHA MIP premiums which accounted for MIP premiums from June, through December, The payments of $or $1,annually were spread over the next months ($per month) so we could begin to partially reduce your payments starting in June, (the effective date of the analysis)Although payments to the FHA have ceased, there are still funds due in order to replenish your escrow account for the remaining portion of the payments which were spread from June, to May, When your escrow account is reanalyzed (currently scheduled for March, 2018), the remaining portion of premiums will be removed from your payments beginning with the new effective date Sincerely, Joseph PP*** Assistant Vice President Customer Service Freedom Mortgage Corporation *** *** *** *** *** *
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Mr***, I do apologize for the issues with your extra principal paymentsWhen you send in funds equal to two full payments our systems logic is to apply as two paymentsIt is more common for borrowers to want payment to be applied when sending in the equivalent of two payments than for the
second payment to be for principal only so that is why the logic was set up this wayTo accomplish what you are trying to do you would be better served to send the additional funds in an amount less than the full payment, or send a separate check to the address below for manual processingAt this time one additional payment has been reversed and applied to principal leaving your loan due for the 3/1/paymentIf we reverse another payment your account will be delinquent and we do not have any payments pending to pay the 3/payment at this timeAre you sure that you want to leave that one payment as applied to principal seeing that the account is now due for the 3/payment ? SincerelyRoseanne GVice President Customer ServiceFreedom M ortgage Corporation

The worst! I've been with them for years, they are impossible to work withI'm going to find another mortgage company to take over my loan, I'll pay for a refinance, I don't care Their website does not function at all just says loading and nothing happens then page error More times than not an online payment does not work, no confirmation or anything, the page goes blankThen try to call and check the transaction, never going to happenJust hope it processed, and it doesn't store your payment information, so you have to enter your routing and bank numbers every time Their website has been down a whole week I can not get any information on my loan Then I call the number and it ask for account or phone number, I enter it and it never recognizes either one Then I get transferred to people and they disconnect Impossible and it's driving me crazy, not only awful access to your account, the human customer service is the worst, DMV is better I'm so done They are not improving or correcting anything, it's only getting worse

October 20, 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 the payment made on your previous mortgage Unfortunately, when you requested the reversal of your payment, the pay-off we used already had the payment included in the figuresOur Operations Department should have waited for the payment reversal and then requested a new pay-offAs the pay-off was used with the payment made, we needed to use the funds paid on 9/in order to pay off the loan as the pay-off amount was short after we reversed the payment Since this was our error, we will be refunding the payment in the amount of $1,to youPlease note that this is the amount we received on 9/19/and not $1,stated in your complaintPlease allow 5-business days for delivery If you have any further questions or concerns, please do not hesitate to contact me Sincerely, *** ** *** Assistant Vice President Customer Service Freedom Mortgage Corporation *** *** *** *** ***
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Mr***, upon receipt of your complaint I asked the cash department to review you concernsThey advised that our bank had applied the payment in error to your second mortgage on 1/21/They reversed it off the second on 2/1/and applied it to the first mortgage on the same dayThe
loan is current and there were no late charges assessedPlease be sure to send the payments in separate envelopes with the statement stub to ensure correct posting (not suggesting that this was what caused the issue but in the event you were sending them in one envelope I would suggest sending them separately)Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

***, I reviewed the history on your account and from what I am seeing the one payment that was made from the savings account was returnedYou mention in your complaint that you have sent bank statementsI am not at ***, but rather at Freedom, so I can not access what you sent to themI
would be happy to review the bank statements to see if there is an error on the system, you may email them to me at ***I will be happy to try and resolve this for you.*** ***Vice President Customer ServiceFreedom mortgage Corporation