Freedom Mortgage Corporation

Just as I was beginning to get used to Freedom Mortgage, the nonsense beginsFirst of off their website is horrible It does not allow you to make your bi-weekly payments which the company allowsWhy offer the service if you are not going to allow customers to utilize itWhen I called the customer service number I was told that they only allow full payments on the website and to take my payment over the phone it would cost me $and it can't be waived because it is company policyI asked if there were any locations where payments can be dropped off I was told no and they aren't a bankWhen asked to speak to a supervisor I was told that they don't take calls, but a call back request can be submitted and it could take up to hours for a return call Very poor customer service and they offer little to assist their customers They do not have electronic payment service with banks either!

Mr*** you were issued a check in the amount of 21,You did not get a full refund of the lender placed policies because there was still a structure on the propertyThe home was still intact; the entire frame was still standing based on our inspections which were documented by photographsYou would have needed to maintain a builders risk policy had you chose to rebuild but you did not which is why the lender placed policy was in effect until the loan was paid offWe have to follow investor requirements which mandate that the property have the proper insurance and that is why we had to keep the lender placed insurance in place.SincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

August 18,
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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: ***

September 12,
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Mrs*** *** and Mr*** ***
*** *** *** ***
*** *** ** ***
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 customer contact and the subordination issue
First, please allow me to apologize for the delay in the processing of your loan application
The subordination has been approved and issued by the 2nd lienholder and is being sent to Freedom MortgageOnce received, approvals will be needed by Freedom Mortgage attorneys and the title company which should only take a few days
I have asked that a Processing manager reach out to you to discuss your application per your requestA voice mail was left for you this morning by *** ***His phone number is ###-###-####
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
*** ** ***
Assistant 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 me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
First, I asked if you are licensed to conduct business in Colorado.Second, I have the whole packetI have to pay for partYour convoluted figures you respond with do not match what you actually sent meIf you want to really do as promised, then start with all paperwork showing what you statePut on the good faith estimate, that you are covering all costThen have every form match As I said before, this is a bait and switch taticLooking forward to factual support*** ***
Regards,
*** ***

October 18,
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*** *** *** *** *** *** ***
*** ** *** ***
*** ** ***
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 processing of your mortgage application
Frist, please allow me to apologize for the poor customer service experienceWe have addressed the issues you have experienced with your loan processorAs you have requested, one of our Managers, Arvind *** has been in touch with you to review the status of your applicationAt this time, we only need a copy of the master insurance policy to submit your loan for final approvalWe are working to obtain that document in order to complete your file
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
*** ** ***
*** *** ***
*** ***
*** *** ***
*** *** *** *** ***
*** *** ** ***

Complaint: ***
I am rejecting this response because: Call me anytime after pm *** time and we can talk about the issue
Regards,
*** ***

*** ***,I have had your information removed from all solicitation listsYou should not receive any more callsI apologize that you were not accommodated sooner.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,
*** ***

[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
I would just like to note that my issue has NOT been resolved, as I am still waiting for the tax vendor that works with Freedom Mortgage to get correct paperwork to my City's Tax Office to continue processing my refundHowever, I appreciate that someone from Freedom Mortgage has been assigned to me to deal with directly because dealing with a different customer service representative every time I called, has only been delaying things and not resolving anythingI hope that this works out and I can soon have my corresponding refund back and finally put thins issue behind
Regards,
*** ***

*** *** upon receipt of your complaint I asked our cash department to review their recordsThey show the following:
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**
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*** ** * *** *** *** *** *** *** *** ***
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*** *** *** *** ***)The payments on 9/was made with a representative and I believe it was to replace the one that had been returned due to the error in the account numberDo you show more payments than the above having been taken from your account ? If so can you email documentation to my email address *** and I will have the cash department reviewCurrently there is in suspense and the loan is due for the 10/paymentThe next draft is scheduled for 10/and would complete the 10/1/payment.If we are missing payments here please let me know and I will be happy to assist*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: ***
I am rejecting this response because: First let me thank you for taking time out of your day to address my concern. I understand how it feels to be taken away from your responsibilities to address unexpected issues. It’s alarming that you feel like a letter to correct an issue caused by a member of your company would be enough. I would think at the very least, your company should have sent a letter without me having to call countless times to request that it be done, seeing as though the error originated because of Freedom MortgageAn error that should not have taken place to begin with. While I really do appreciate the bare minimum being done, it is not enough for me. I have placed numerous calls Freedom Mortgage every month since having my mortgage which has been with your company, which has been a big inconvenience and not something I signed up for, much like you not signing up to deal with this issue. Your resolution to this matter is not acceptable. This is been a horrible experience! In the business world in no way should the customer (that would be me) have to deal with any adverse action because of an internal issue. I have and I continue to spend time dealing with this matter. Taking time out of my day to call each month to ensure that my payments have been posted to my account, on time and accurately. The negligence of your company has affected more than just my relationship with your company and a sentence letter will not suffice. It is anything but acceptable for your company to jump the gun and try to hold me financially liable for something that I did not do and report me to the credit agencies, but think a letter will make everything okay. Your company missions and value statement lists integrity and responsibility of growth as two of your values, I fail to see how you have lived up to those values in this situation : Integrity - Business integrity inspires trust in our company, products and servicesCollectively, we stand by our belief that there is a right way to do businessThis is the path we follow, with the highest ethical standards as our guide.Customer-FocusedThe voice of the customer is at the core of all we doTheir satisfaction is the hallmark of our successResponsible Growth - We continue to grow our business for the betterment of our employees, customers and partnersWe do so responsibly and are accountable for all our decisions and actionsThe lack of integrity in this case where my account was sent to a loss mitigations department for payments received, which could have ended with my losing my home had I not made numerous calls. Follcalls when your staff failed to follow up with me as they said they would. Exactly how is my satisfaction the hallmark of this story? What exactly have you held your company accountable for? So I respectfully decline your decision and would greatly appreciate it if you would pass my concern off to someone else in a HIGHER position that regards timely paying customers, and values their timeYour lack of assistance has not been useful at all
Regards,
*** ***

Mr***, as I had said in my response to the State of **, the documentation we had had expired, the request for the short sale was closed due to missing items back in OctoberOn December 31st Arthur V was assigned to work as your SPOC and he went over what was needed to reopen the request for
the short saleYou advised that you would send in the required documentsWe also authorized your wife on the account per your request so she can participate be a point of contact due to your working full timePlease let me know if I can be of any further assistance.SincerelyRoseanne GVice President Customer Service Freedom Mortgage Corporation

Ms***, I reviewed you account history and also the comments you had with the customer servicer representitivesIt seems that you made duplicate payments in both May and June via the websiteWhen payments are made on the website they post to the loan on the effective date but take a few days to
actually be processed out of your bank accountAs long as the payment is showing on the mortgage history it will be debited from your bank accountThe last comments in the system indicate that you advised that servicing center that you no longer wanted the payment refunded and that you would make your next mortgage payment in August which is the current due date of the loan.Please let me know if there is anything else I can assist you with*** *** Vice President Freedom Mortgage

Ms*** Upon receipt of your complaint I asked our servicing center to review your issuesThey advised that there was in fact a coding issue causing your problemWe waived the late charges and made sure all the payments have been appliedWe then asked a manager to reach out to you to go over
this and also assist you with setting up your account on the website, linking both your accountsShould you need anything further please feel free to contact me*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: ***
I am rejecting this response because: To say there were "some" errors made is a huge understatement I was in the refinancing process for nearly monthsMy loan failed to close multiple times solely due to the continuous lies and gross incompetence of Freedom Mortgage employees Please review the countless emails and phone calls and it will be easily apparent that the fault of my mortgage not closing lies not with myself but Freedom Mortgage And I have yet to receive any kind of acknowledgement that Freedom Mortgage ruined my opportunity to refinance my home I would like all of the phone calls and emails between myself and Freedom Mortgage to be reviewed because I am certain that no reasonable person can review all of the promises and monumental mistakes made throughout my loan process on the part of Freedom Mortgage and fault myself for this refinancing to have gone the way it did. I did everything asked of me promptly throughout this process and Freedom Mortgage completely failed myself and my family!
Regards,
*** ***

Mr***, as you are now aware your active duty status was not properly reflected on your account due to a coding error by one of our representativesThis was corrected and you account updated to reflect your statusI apologize for the frustrations you incurred trying the clear this
up.
Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

*** ***, we communicated via email after you rejected this response and I did not hear back from you after my last emailIf there is anything further that I can do for you please email me.Sincerely,*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, upon receipt of your complaint I asked the escrow department to review and advise why the taxes had not been paidThey reached out to our tax vendor and it seems that the vendor missed the fact that the taxes were dueThe opened a taxk to pay the billThe disbursement went out
on 2/24/I am sorry that this caused you frustration, we are reviewing the procedures we expect out vendor to follow with them so this will not occur againSincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation