Freedom Mortgage Corporation

Ms***, as you know you emailed me and I was able to confirm for you that the two payments were applied and provided you with an account snapshot showing the two payments posting in MayI also just provided with an update regarding the amount due for your July paymentPlease let me know if
there is anything else I can do for you at this time.Sincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Ms***, I do apologize for the frustrations you had with our servicing areaMy understanding is that you have been working with my associate Marlene *** who has interceded on your behalf with the escrow departmentShe advised me that she has gotten the penalty you paid deposited into
your escrow account in the amount of This was paid by the tax service as it was their error in not paying the bill on timeThe account was analyzed effective 2/1/and there is a surplus of This will be automatically released in business days and mailed to you via regular mailPlease let me know if we can be of any further assistance.Sincerely
*** ***
Vice President Customer Service
Freedom 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 meAlthough we are deeply disappointed that it took us filing a complaint to the Revdex.com for action to be taken (after several months of trying to work this out with Freedom Mortgage).
Regards,
*** ***

My mortgage was purchased by Freedom MortgageI tried to set up payments on their website as directedThe website was not functional I had to make my first payment by phone which incurred a surchargeI attempted to refinance my mortgage which has been a month process involving different loan originatorsAfter producing all documentation requested I was denied refinancing based on erroneous information on my appraisal My requests to rectify the erroneous information were refused I asked to speak to department supervisor and the request was refused Other reasons for denial were based on incorrect information concerning condo insurance All documentation submitted was correct and met all industry standards Throughout the process of submitting information I had to re submit the same documents different times and then had to correct name spelling, addresses, and insurance policies The people working on my file did not understand the difference in *** and *** insuranceOne would think that a mortgage company would be competent in reading basic insurance and tax documentsAlso the appraiser used by Freedom Mortgage made erroneous statements regarding this propertyIn more simple statement, he liedIf there was a box to check for "extremely negative" I would check that boxNow that I've researched this company more extensively I would have moved my mortgage immediately

Complaint: ***
I am rejecting this response because:
The amount of was already paid to Freedom MortgageOn 6/3/16, I paid Freedom Mortgage $2,The monthly payment for the mortgage is (I was told this overpayment would correct the shortage owed to Freedom to make my account up to date)Please confirm the amount of $is no longer owed to Freedom Mortgage
Regards,
*** ***

just had my home mortgage loan purchased by Freedom Morggage Corporation Tried calling and after two days, received a call from - well this is what they call themselves - "A call center" - what happened to speaking to a loan officer The call center manager assured me he was licensed and would take care of my investment - really - is that a standard answer? I informed him I was not making an investment through the company and this was a real estate loan - how messed up is this company? They were going to disburse my property taxes on the day it is due - not before and was told it could not be changed heck ya it can and you will - may take me three months to do it, but you will get the county their check in advance of the due datePS - I don't like that you have an internal security on your internet and I must provide my social security number in it's entirety to be able to read my account balances That should also be changed

November 10, 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 mortgage application First, please allow me to apologize for the lack of communicationYou applied for a FHA streamline refinance mortgage loanHowever, FHA only allows this if an existing FHA loan is being refinancedYour current loan is a conventional loan and is not eligible for this particular mortgage productOne of our Sales Managers, Cory S has been in touch with you and I have been advised that you are speaking to one of our loan officers regarding a mortgage product that will meet your needs Regarding your credit, although you provided permission for us to obtain a credit report, I didn’t see that we actually pulled credit on this applicationIf you have a copy of a credit report that is contrary to this, please forward to me and we will have the inquiry removed 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 ** *** *** *** *** *** *** ** ***

Mr***, Arthur V spoke with you on 12/and went over the escrow shortage issueYou and I spoke shortly after that I believe and you advised that the issue with the escrow account was resolvedI do not have any messages from you since thenI do see that your called in to the servicing center on 1/with some new concerns and I have asked that they be escalatedCan you please advise what was not addressed, specifically related to this complaint ?
Roseanne G

September 2,
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Mr*** *** and Mrs*** ***
** *** ***
*** NH
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 the tax bill and disbursement
The Fremont Township tax office issued a tax credit refund to Freedom Mortgage in the amount of $which was posted to your escrow account on 8/31/Nicole from the tax office verified that the $tax credit was due to a duplicate property tax payment made by the previous owners, not from lower property tax billed. Nicole also confirmed that an additional tax credit was just refunded in the amount of to $to Freedom Mortgage
The July tax bill was confirmed correct as $3177. Currently the taxes for your property are current and paid to date. No overage currently exists.
The escrow analysis completed on 7/was cancelled to allow your payment to return to the original $1,amount. Your recurring ACH draft on file was suspended pending the resolution of this issue. You will need to call in to restart your ACH recurring payments.
When the $refund from the tax office is received and posted to your account, we will re-analyze the account and adjust your payment accordingly
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
*** ** ***
Assistant Vice President
Customer Service
Freedom Mortgage Corporation
*** *** *** *** ***
*** ***, PA

Ms***, I do apologize that your had a frustrating experienceThe vast majority of our loan applications move forward without a hitch so I am sorry to hear about your experienceThe letter that you had received most likely was sent in error as we had extended the rate lock on your loanI am
sorry that we were not able to close the loan for you and I will be refunding the appraisal fee to your credit card. Sincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation

our mortgage sold to Freedom mortgageRobot-like representativesLost faxesMisplaced documentsdifferent representatives reading from a script for each of the phone calls to this companyDelaying release of our insurance claim checks to repair our homeIncompetence and broken process over and over again for months on endFeeling I need to hop on a plane and march into this company with a TV crew from *** Help!

August 11,
*** *** ** ***
*** *** *** *** *
*** ** ***
Re: Your complaint to the Revdex.com Dear Mr*** We are in receipt of your complaint and are happy to respond to your
concerns I have reviewed your complaint and researched the issue regarding the automatic withdrawalI have confirmed that we have returned the sum of $*** to your bank on August 9, The funds may not available in your account on that date as it is up to your bank to release the funds back to you I apologize for any inconvenience this has caused If you have any further questions or concerns, please do not hesitate to contact me Sincerely, *** ** ***
*** *** ***
*** ***
*** *** ***
*** *** *** *** ***
*** *** ** ***
*** *** *** *** ** *** *** ***
*** ***

Complaint: ***
I am rejecting this response because: We did close on our loan, but I still had to pay $2,because the company wouldn't lower it to the original $I was told*** *** is sending us a check for $but Freedom Mortgage is going to withdraw that money out of our account because of our escrow accountThis whole situation doesn't make much sense to me since we pay our escrow fees monthlyWhat can you do about this? I prefer Freedom not to draft this money
Regards,
*** ***

July 13,
Roman" size="3"> Ms*** ***
** *** *** ***
*** ** ***
Re: Your Complaint to the Revdex.com
Dear Ms***:
We are in receipt of your complaint and are happy to respond to your concerns
Regarding the transfer of the deed from your daughter and son to you and your sonOur records show that the mortgage on the property currently serviced by *** was originated on January 25, This mortgage was in the name of *** *** and *** ***, Current Federal Housing Administration records currently reflect *** and *** as the MortgagorsThe title commitment states that the deed to the home was transferred on 10/16/from *** *** and *** *** to *** *** and *** ***We have contacted *** and they have no record of an assumption of mortgage removing *** and adding *** to the loanHaving stated this, I don’t believe this will be an issue on your current application as the new mortgage will reflect *** *** and *** *** and the existing deed already reflects *** *** and *** ***
Regarding the Underwriting requirements on your loan:
We are in receipt of full bank statements from ** *** which are acceptableHowever, please note that mortgage documentation must be current and your processor may be requesting updated bank statements as these documents are from the March/April timeframeIf this request is made, we will require all pages and the document must be unalteredOther requirements such as minimum balance and explanations for any large deposits may also apply
Regarding the income documentation requirements for UBERPer my conversation with your loan processor, you have stated that UBER is a fairly recent venture for youWe will not require any additional documentation for your employment with UBER as your employment with UBER has been for less than years and therefore, cannot be considered for qualification purposesIf income can be documented for years or more, FHA guidelines state that a quarterly P/L statement would be required in order to use this income for qualification purposesI have been in touch with your Loan Processor, *** *** and she mentioned that you stated to her that you are unable to provide a Profit and Loss Statement and to proceed with the loan application without using this income
Regarding the income documentation requirement for the SSI income you receive for your brother, we have escalated this issue to our Underwriting Manager for review and a call was placed to the Federal Housing Administration to ensure that the appropriate Underwriting guidelines were followedFHA guidelines stipulate that Freedom Mortgage must obtain documentation that establishes award benefits to the Borrower (you)Since the award is paid to your Brother, we will not be able to consider this income for qualification purposes
We will be submitting your application back to Underwriting for review applying the underwriting guidelines mentioned aboveYour loan processor will be in touch with you shortly regarding the outcome
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: ***
***

Ms***, upon receipt of your complaint I asked the cash department to review the outstanding refundThey advised that a system issue prevented the funds from disbursingI am truly sorry that this has been so frustrating for youWe have released the funds and a check was issued on
4/28/and was placed in the mailIf you do not see that in your mail in a reasonable amount of time please let me know by emailing ***Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

Mr***, Freedom Mortgage is in the business of making mortgage loans, not deceiving borrower'sThe loan officer did believe that your application was approvable however due to the fact that you are the only party on the auto loan note that debt would still have to be counted in your debt
ratioThe loan officer was educated on this factI have submitted a request for a full refund of the that you paid for the appraisalYou will receive it via regular mail in about days.SincerelyRoseanne GVice President Customer ServiceFreedom mortgage Corporation

July 13, Ms*** *** ** *** *** ***
*** ** ***
Re: Your Complaint to the Revdex.com Dear Ms***: We are in receipt of your complaint and are happy to respond to your concerns Regarding the transfer of the deed from your daughter and son to
you and your sonOur records show that the mortgage on the property currently serviced by *** was originated on January 25, This mortgage was in the name of *** *** and *** ***, Current Federal Housing Administration records currently reflect *** and *** as the MortgagorsThe title commitment states that the deed to the home was transferred on 10/16/from *** *** and *** *** to *** *** and *** ***We have contacted *** and they have no record of an assumption of mortgage removing *** and adding *** to the loanHaving stated this, I don’t believe this will be an issue on your current application as the new mortgage will reflect *** *** and *** *** and the existing deed already reflects *** *** and *** *** Regarding the Underwriting requirements on your loan: We are in receipt of full bank statements from ** *** which are acceptableHowever, please note that mortgage documentation must be current and your processor may be requesting updated bank statements as these documents are from the March/April timeframeIf this request is made, we will require all pages and the document must be unalteredOther requirements such as minimum balance and explanations for any large deposits may also apply Regarding the income documentation requirements for UBERPer my conversation with your loan processor, you have stated that UBER is a fairly recent venture for youWe will not require any additional documentation for your employment with UBER as your employment with UBER has been for less than years and therefore, cannot be considered for qualification purposesIf income can be documented for years or more, FHA guidelines state that a quarterly P/L statement would be required in order to use this income for qualification purposesI have been in touch with your Loan Processor, *** *** and she mentioned that you stated to her that you are unable to provide a Profit and Loss Statement and to proceed with the loan application without using this income Regarding the income documentation requirement for the SSI income you receive for your brother, we have escalated this issue to our Underwriting Manager for review and a call was placed to the Federal Housing Administration to ensure that the appropriate Underwriting guidelines were followedFHA guidelines stipulate that Freedom Mortgage must obtain documentation that establishes award benefits to the Borrower (you)Since the award is paid to your Brother, we will not be able to consider this income for qualification purposesWe will be submitting your application back to Underwriting for review applying the underwriting guidelines mentioned aboveYour loan processor will be in touch with you shortly regarding the outcome 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: *** ***

January 5, *** *** ***
*** *** ***
*** *** ** ***
* Re: Your Complaint to the Revdex.com Dear *** *** We have reviewed your complaint
and researched the issue regarding the two returned payments The two payments received on 12/and 12/were reversed as your bank notified us that there was a stop payment on each transactionWe recommend that you review this issue with your bank as Freedom Mortgage cannot control whether your bank honors the payment requests We have waived the late charge in the amount of $as a courtesyPayment histories must be reported to the credit bureaus in accordance with federal regulationsYour December, payment was received on January 3, which would indicate that you will be reported days late for this paymentHowever, if your bank made an error with regard to the stop payment(s), please obtain a letter from them indicating that they should have honored the payment(s) and we will review for a credit amendmentPlease submit the letter to our Servicing Department at *** Your account is currently due for January, in the amount of $1, Sincerely, Joseph PP*** Assistant Vice President Customer Service Freedom Mortgage Corporation *** *** *** *** *** *
*** *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, which includes a person's name and email address that I will be sending further documentation to for inquiry. For now this response is satisfactory but there has yet to be a resolution to the issue so I will not say at this time that the resolution is satisfactory to me
I would like to know what recourse I have if this individual is unable to resolve the matter to my satisfaction. Thank you for your further assistance
Regards,
*** ***

*** ***, upon receipt of your complaint I reached out to the processing area and asked them to review the status of your applicationThey replied that the processor received your file on 7/and made our initial call on 7/There was a bit of a delay getting the appraisal
completed but we reached out to you on 8/and advised what was needed in order to proceedWe mailed the documents we needed completed to you and followed up via voice mail on 8/and 8/with no responseAS a result of this complaint the loan officer reached out to you and offered to re-write the loan under the same terms and get the file moving again, and you agreed to thatIf you have any further concerns please feel free to email me at *** ***Vice President Customer ServiceFreedom Mortgage Corporation