Freedom Mortgage Corporation

[redacted]
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Re: Your complaint to the Revdex.com
Dear Ms[redacted]
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 appraisal on your application
I's sorry you were not happy with the appraisal companyFreedom Mortgage, like most mortgage companies uses outside vendors to select appraisers to ensure that appraisals are conducted fairlyThe appraiser made the appraisal subject to the painting of the stem wall of the foundation as it could "affect the integrity of the subject's foundation" if not remediedThis is the reason it was required prior to closing and was something that we could not foresee
As a courtesy, we will be refunding the $appraisal fee to you due to the circumstancesPlease allow 5-business days for deliveryIn addition, we will have the inquiry removed from your credit report
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Additionally, the VP of Freedom Mortgage contacted me directly and showed an honest concern for rectifying my problems, which were resolved.  Thank you.
Regards,
[redacted]

Mr. [redacted] as you are aware we, at your request, released your appraisal to your new lender on 10/24/14. We are sorry that we could not assist you in closing your loan but we were not trying to trap you in anyway. The rate lock was extended to protect the rate and the new disclosures were sent to...

your per federal requirements. I hope this addresses your concerns. Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Ms [redacted], I apologize for the issue with the website. Apparently you had been trying to make a payment online after 10:30 at night using the that days date however if it was after 10:30 at night the system now "thinks" it is the next day and therefore kicks out an error message. This is an issue...

that we are working with our vendor to fix. We have waived the late fee on the account. Sincerely[redacted]SVP 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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mr. [redacted], upon receipt of your complaint I asked the escrow department to review and advise why the taxes had not been paid. They reached out to our tax vendor and it seems that the vendor missed the fact that the taxes were due. The opened a taxk to pay the bill. The disbursement went out on...

2/24/16. 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 again.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], I apologize for the phone calls you have been receiving, I have had you removed from our marketing lists. Please let me know if I can be of any further assistance
Sincerely
Roseanne [redacted]
Vice President Customer...

ServiceFreedom Mortgage Corporation

Mr. [redacted], I reviewed the mailing address for you loan and it has been updated to reflect[redacted], MO 65065 Please let me know if there is anything further I can assist you with[redacted]Vice PresidentFreedom Mortgage

Mr. [redacted] if you would provide your email address I will ask that someone send you a re-set for your password. I do not see an email on the account at this time.

[redacted]You applied for a rate and term refinance of your conventionalmortgage. The loan process did take a little longer than usual and that was duein part to the need for new deed adding your daughter to title, errors on the verificationof employment from your employer and the subsequent need to resubmit the fileto the mortgage insurance provider for approval. The loan was structured withFreedom paying all third party costs. The GFE outlines all the costs associatedwith the loan but doesn’t not have a place to indicate who would be payingthose costs. That is illustrated on the summary of transaction document, a copyof which is attached. The loan was initially written for 346 months but thiswas corrected prior to the scheduled closing to 343 months or 28.5 years. TheHUD that was drawn for closing had Freedom paying the costs. A copy of the HUDis attached. You had a total of 3423.91 in closing costs, (all the items thatare positive numbers on page two of the HUD). You then had 3847.81 in credits.1553.23 on line 803, 56.42 on line 901 and 826.56 on line 204 page 1 of theHUD. Additionally we netted the escrow balance on the payoff, giving you acredit of 1411.60 for a total credit of 3847.81. Your credits exceeded yourcosts so you new loan amount was actually lower than you old loan payoff. Yourpayoff (before the escrow credit) was 239,411.25 and your new loan amount was238,959.00.  Nothing was being added toyour new loan amount and you were not bringing any cash to closing nor pay anyclosing costs. I am not sure how this is deceptive or misleading. You wouldalso have been able to skip the September payment with your 1stpayment on the new loan October 1, 2015. We sent the closing documents to the Notary for signing on8/29/15. The notary advised that you had cancelled the closing. We did not hearfrom you after that and had attempted to contact you to re-schedule closing.The file was closed out as an approved application that was not accepted. As acourtesy we removed the credit inquiries from the three credit bureaus and sentyou copies to the letters for your records.

Complaint: [redacted]
I am rejecting this response because:
 
I request Roseanne call me and email me directly as indicated in my complaint. I have been on the phone with supervisor Brandon B almost weekly since I submitted this complain and still have not come to an acceptable resolution as to what happened regarding this account.
 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

July 15, 2016     Ms. [redacted]
* Re: Your Complaint to the Revdex.com     Dear [redacted]   We are in receipt of your complaint and are happy to respond to your concerns.   Your application was taken on...

May26, 2016. In your complaint, you stated that you were told that our process normally takes 1-3 weeks. This is incorrect. Out process for FHA Streamline loans normally takes 30-40 days depending on our volume and the circumstances of each loan application. Your application to us was made on May 26, 2016.  Your loan was first submitted to our Underwriting department on June 29, 2016. Unfortunately, we did not obtain a final approval as the Underwriter had asked us to correct some minor issues. We re-submitted your loan for approval on July 7, 2016 and received a final approval on the same day. Your loan was then scheduled for closing on July 15, 2016.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,   [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted] Phone: [redacted] or direct line [redacted] Fax: [redacted]

Mr. [redacted], I reviewed your account with our escrow and loss draft department. They advised that they require a signed written request to payoff the loan balance with the insurance proceeds. A message was left for you to this effect on 5/27/16. If you could put a letter together requesting...

this (as we need it for our records) I would be happy to forward it to the appropriate party to expedite the payoff. You can email it to me at [redacted] Any negative credit reporting will be amended after the payoff of the loan 
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
 
no all issues have not been resolved, I have called Roseanne and joe M and left multiple messages asking them to call me anytime after 3 pm [redacted] time so we could resolve this issue and I haven't received a single phone call or message from them.  Freedom mortgage just sell my loan to another company so I don't have to deal with this raunchy customer service this issue has been going on since the beginning of November!! Enough is enough!!!! I'm tired of calling and leaving messages and freedom mortgage will not try and resolve this issue!!!!!!!
Regards,
[redacted]

September 7, 2016     Mr. [redacted] and Mrs. [redacted], SC 29464     Re:       Your complaint to the Revdex.com     Dear Mr. and Mrs. [redacted]:   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 appraisal refund.   The check for the refund of the appraisal was issued on September 6, 2016. Please allow 5-10 business days for delivery. I have attached a copy of the check for your records.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted], PA 19034

Ms. [redacted], I reviewed the history on your account. Homeowner insurance was paid on your settlement statement in the amount of 829.00 to [redacted] Insurance. Then shortly after the loan boarded we were billed again for your insurance premium and we paid that from escrow. This was an unexpected...

disbursement and would cause a shortage in escrow as a result. We contacted the insurance company and they advised that they had refunded you the 829 that had been collected at closing. Thise funds should have been sent into servicing to be deposited into escrow. The remainder of your shortage was a result of an increase in your taxes and insurance. You paid the shortage over a 1 year period and the loan was analyzed again. The payment went down from 900..71 to 819.90. The fact that you payment has increased is due to increases in the taxes and insurance and is something that can always occur. please let me know if you need anything further.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], I am sorry that our representative did not meet your expectations. When the servicing transferred from [redacted] (our subservicer) to our in-house servicing the auto draft information does not transfer and the webpage for making online payments is different than the one you were...

previously using with [redacted]. I reviewed your account and I see that you called back after the loan boarded and set up auto draft on 5/10/16 and your next draft is on 6/1/16. There was nothing botched about the transfer and we boarded over 60,000 loans on the 5th with no incident. If you have any additional concerns I would be happy to address them, I can be reached at [redacted]
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted], Upon receipt of your complaint I reviewed your file with our national underwriting manager. He advised that the underwriter had made an error on your file and the stipulations that they had required were in fact not needed. This was an human error and for that we do very much apologize....

My understanding is that she personally reached out to you and explained what took place. She has reopoened the loan and is working to get the loan final approved. If you have any further issues please feel free to contact me at [redacted] and I again I do apologize for the error.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corp?

Mr. [redacted], Upon receipt of your complaint I reviewed the escrow history on your account. For some reason the escrow for the hazard insurance was not set up properly. That has since been corrected. The servicing center analyzed the account and refunded you 84.63. The reason that it was not more money...

was because the money that should have been going into escrow for the insurance was actually posting as additional principal payments. I would need your authorization to reverse some of those payments in order to issue you a further refund. Additionally you were issued an escrow refund in June in the amount of 138.87. This refund occured because the system was not collecting for the insurance and in effect you recieved a partial refund for the insurance premium. PLease email me is you would like any of the principal payments reversed. I can be reaced at [redacted]Respectfully[redacted]Vice President Customer ServiceFreedom Mortgage Corporation