Freedom Mortgage Corporation

Ms. [redacted], I do apologize for an isolated system error that caused you to continue to get billed when the loan had been paid off. We will amend any negative credit reporting and review the process that allowed this to occur. The loan is paid off, you do not owe us anything. SincerelyRoseanne...

[redacted]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 [redacted] and find that this resolution is satisfactory to me. Thank you so much for handling this efficiently as I have spent many afternoons on the phone with customer service  getting nowhere.
Regards,
[redacted]

Ms [redacted] Upon receipt of your complaint I reached out to the account executive that handles the broker who submitted your application to us. He advised that the file was created on 11/24/15, the appraisal was sent to us on 12/9/15. The set up of the file was completed on 12/11/15 and underwriting...

reviewed and conditioned the loan on 12/14/15. Conditions were sent in on 12/19/15 but not all were provided. There was an issue with chipping and pealing paint that might require repair and we were trying to see if we could proceed without that being needed as of 1/8/16. The loan was eventually final approved on 1/25/16 and is now with our closing and scheduling departmentSincerely[redacted]
[redacted]
[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]

August 1, 2016   Ms. [redacted]   Re:       Your complaint to the Revdex.com   Dear Ms. [redacted] and Mr. [redacted]:   We are in receipt of your complaint and are happy to...

respond to your concerns.   I have reviewed your complaint and researched the issues surrounding the subordination of the additional liens on your property.   A search of the title on your property uncovered 3 liens.  The 2nd lien was a corrective lien to the first lien as the loan amount on the first lien was incorrect and the City of Boynton is unwilling to file a release for the first lien. According to the City of Boynton, the 2nd and 3rd liens are one in the same and the City of Boynton is only willing to subordinate the 3rd lien. It took some time for the title company to assess the complexities of these issues and make a determination on whether they could insure title.   Freedom Mortgage sent documentation to the City of Boynton in July 18th which only meets by committee once a month. They wanted some documents corrected and stated that they would not review the request at the meeting on July 19th. In addition, the City of Boynton advised that all corrected documents needed to be submitted by July 29th in order to be considered for the August 16th meeting as the application must be approved by several committee members including their Legal and Budget departments. We did send revised documentation to the City of Boynton on July 23rd and they responded back to us on July 26th as they required a reduction in the closing costs. Once again, we revised the documentation and re-sent it to the City of Boynton on July 26th. The City of Boynton is now requiring income information (which we normally don’t collect on a streamline refinance) and they are stating that the combined loan to value ratio (loan amount plus 2nd lien vs the value of the home) is too high. There is some question as to whether the City of Boynton will be willing to subordinate due to this issue. As of this date, we are continuing to pursue the resolution of this issue.   Also, there is a 4th lien which is the Hardest Hit lien that did not appear on title which you state is paid off. We are pursuing a lien release for the Hardest Hit lien.   I understand your frustration with this issue but Freedom Mortgage has made a good faith attempt to resolve the issue and will continue to do so. In addition, we have lowered your interest rate by .25% and will be paying the extension fees associated with keeping your rate at 3.5% (your application was taken at 3.75%). Unfortunately, we will not be able to lower your rate by the 1% you requested.   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]

Complaint: [redacted]
I am rejecting this response because:I'm surprised why I've to wait for another reporting cycle for getting it fixed. If they can send the delinquency notification over night, I expect a similar swift action when they realize the mistake is at their end. I'd like to leave the complaint open until the issue is completely resolved, i.e. letter in writing to me from them confirming their erroneous reporting to the credit bureaus and the current status of my mortgage account. And what's the compensation they offer me for the time I wasted so far even though the mistake was not at my end. 
Also, since Escrow account shortages were highlighted, I would like to let them know that I'm disputing there Escrow calculations (mailed in Jan 2016) as the calculations are not accurate because of the same lapses/misses by their accounting department. I've sent an email to the customer care with a detailed analysis of my Escrow account and the expected Escrow balance, including the documentation supporting my analysis. Waiting for a response to my email.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: ..it is pointless. There is no way to get anywhere with Freedom Mortgage Corporation. (I don’t write that out of anger, I write this because of many months of experience that I made with this Corporation, so I see myself in the position to definitely make this statement. I spent many (and I mean many! I have several witnesses for that) hours on the phone trying to get everything resolved. Just to ensure that the Freedom Mortgage Corporation is understanding my experience with their Company. In October 2015 Freedom Mortgage notified me that they were going to be taking over the loan on 1 November 2015 starting from [redacted]. I took the initiative to call the mortgage company on 22 October 2015 to let them know that the mortgage they are taking over had a claim open with the [redacted]. I was told at the time that there was nothing they would be able to do because the Mortgage Company did not have the loan yet and would have to wait till after 1 November in order to take care of the issue. After 1 November 2015 I called again to Freedom Mortgage Corporation to let them know that I needed help dealing with the [redacted]. I asked for a fax number to the Mortgage Company to send them the Claim packet filed with the insurance Company. I then spent $104.00 to Fax a very large Document explaining the damages on the house. [redacted] had already had all of this documentation prior to Freedom Mortgage pulling the loan back from [redacted] was servicing the loan for Freedom Mortgage Corporation. On the original documents from the Adjuster, the original amount of the payment was going to be approximately $106,974.74, which was not acceptable. The Insurance Company ([redacted]) adjusted the amount up to the amount of the first settlement check for $129,950.69, which was issued at the end of January 2016. At the same time that I signed the Proof of Loss Another claim was opened with the [redacted] for additional money to cover the rest of the house. I had to get Congressman [redacted]’s staff involved to get the settlement that was finally reached for $177,440.00 which was the max for the Policy on the house ($47,449.31 is the amount of the second check). While going through this process with [redacted] I had asked Freedom Mortgage Corporation to stop all insurance on the house. This occurred in December 2015 on or about the 18th, Freedom Mortgage Corporation stopped the payment for the Hazard insurance stop from being paid. At that time, I was not informed of a requirement to carry insurance on the unpaid balance of the loan. I did not find this out until I was given notice that I would have lender placed insurance put on the home. I immediately called Freedom Mortgage Corporation to dispute the need for insurance on a house that was destroyed in the flood. I was then transferred to the Insurance department of Freedom Mortgage Corporation and told that I did not have a choice in the matter I have spoken to the Loss Draft Department of Freedom Mortgage Corporation about this matter. I have been told that I would get a call back from supervisors in the Corporation (this was a joke because the calls were rarely returned by a supervisor) and when told to call back to their extension it would not exist. On 17 February I requested forgiveness for the remaining balance of the loan because I had not received any word from the Insurance that they were going to make any additional Payment. I wrote a Letter explaining that there was an additional claim on the property for more money but was not sure as to the amount that was going to be paid. In that letter I explained that the Escrow ($6,238.00) and the check for $129,950.69 be used as payment for the loan. The total of this payment would have been $136,233.69 ending up with a remaining balance of $26,244.00. In the mean time I am still not living in a house, my family and I are living in an RV trying to finish a house that we bought as a project house prior to the Flood. Because the Mortgage Company refused to work with us on reducing the payment on the loan to reflect just the Principal payment without the Escrow money added to the amount. The way my wife and I have been treated through this whole process has almost caused a large rift in my family.  As far as I am concerned I have done all the foot work to ensure the Mortgage Company gets their money. I need to also make a statement about the way this company has harassed me about payments on the loan I have been called every other day last week asking for payment and every day this week asking for payment. I have informed the Mortgage Company of my intentions of taking this to court if this is not resolved. If this is to go to court, I will be asking for far more than what is listed below. Be informed that I have already consulted with a Lawyer on this matter and am ready to escalate this. I will write the letter but this is what needs to happen All interest from 20 May 2016 to present, all forced insurance charges, any fees assessed on the account for being late along with reversing all credit reports submitted against me need to be corrected. I feel that this is the minimum that will be acceptable. The amounts that have been charged are as follows: Forced Hazard Insurance $1641.00                                       $284.00 Late Fees                        $39.88                                       $12.36                                       $28.40 ESCROW                         $6839.00 Remainder after the loan $47,449.31-$31,724.00=$15,725.31 Total:                              $22,928 And until I am assured by Freedom Mortgage that this is met then I will write the Letter requesting these things listed above.  Regards,[redacted] Since the above response has been written the Mortgage Company still refuses to take the forced insurance of the amount also they have sent me more paperwork to fill out in regards to why I have not made any payments on the loan since the 20th of May. I have had more fees added to the account and more forced insurance. The total of the Forced insurance is $1641.00 + about $280.00 which still bring the total to $22,687.75. I will be able to verify the numbers once I get back to my house this evening. There is also the matter of the interest charged on the account since the 20th of May 2016. This matter needs to be resolved for no less then what is stated above. The mortgage company has had the payment since 20 May 2016. 
Regards,
[redacted]

Ms [redacted], you can contact me directly[redacted] Vice President Customer Service Freedom Mortgage Corporation [redacted]
[redacted]
[redacted]
[redacted] Email: [redacted].[redacted]@freedommortgage.com

[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]

[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], I do apologize for the issues you were having with the mortgage payments. It seems that [redacted] had the property address as the mailing address but you do not reside there, additionally we had a different [redacted] address on our welcome letter. Copies of both are attached for...

your records. We have since updated the mailing address to reflect the [redacted] address so there should be no issues with the mail going forward. Based on correspondence in our file it appears that the payments were sent back to you by your bill pay service and the account is not current and due for the June 1st payment. We have sent updates to the credit bureaus to reflect the loan as having been paid on time and have waived all late charges. please let me know if there is anything further that we can do for you at this time.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], I do apologize for the issue you had with the payment posting. We have waived the late charge and will review why your requests for this went unanswered.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Dear Mr. [redacted]:
The check never came to Freedom Mortgage as it was sent to Key Bank. You may want to check with your bank but I don't think it can be presented for payment after 6 months. In addition, banks are required to destroy checks after 2 months. Key bank has stated that the check was past their retention period and was destroyed.
 
Thank You.
 
[redacted]
Assistant Vice President

Mr. [redacted], I am sorry that you had a frustrating experience with your refinance. We are very unhappy to hear this. I had been previously made aware of your situation and on 4/18 I had the credit corrected and any late charges waived or refunded. The credit should be reflecting...

paid as agreed with no delinquency at this time.  Please let me know if I can be of any further assistance. Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
No this is not resolved and had I benn able to open your last noticeI would have responded as I am not satisfieid and they need to learn how to add! how can there be so many complaints against this co for the same reason if they are not true  
Regards,
[redacted]

Ms. [redacted], Upon receipt of your complaint I reviewed the application
history. The file was in process for more than the usual amount of time. The
loan was a credit qualifying streamline as you were removing a co-borrower and
adding a spouse but it should not have taken as...

long as it did. We will be
reviewing the handling of the file in depth. I do apologize for what has been a
frustrating experience. At this time the file has been final approved and is
with our scheduling department. It is my understanding that you have declined
to schedule a closing and want to withdraw (based on communications you had
with [redacted]. IN your complaint you ask for the loan to be closed and the
credit inquiries removed. I have had letters sent to the bureaus to remove the
credit inquires but am not clear by what you mean by closed. Do you mean you
want the cancel and withdraw or do you want the loan to go to closing ? Please let
me know, my email address is [redacted]  
Sincerely
 
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I asked the escrow and cash department to review the account and re-apply the funds you sent for the escrow shortage to escrow, not principal. They did that and then reanalyzed the account. The previous shortage (the one that you paid) was based on the...

tax info that we had when we performed that analysis. It showed that your taxes were 2469.90 for county and 338.59 for city. The current taxes for the upcoming year are 3113.44 for county and 534.85 for city. This resulted in a new shortage in your escrow account. The shortage amount is 1258.48 and that and the adjustment for the increased tax amount results in your new payment for February 2016 in the amount of 2086.74, unless you elect to pay the shortage. An analysis statement has been sent to you for your review. Please let me know if you need anything furtherSincerelyRoseanne GVice President Customer Service Freedom Mortgage Corporation

We do not have copies of your payments, they are processed electronically. If you feel that we are missing a payment no reflected in the attached history please send us your cleared checks showing what we are missing. I supplied a payment history previously but will attach again today. As I mentioned in my previous reply the insurance payment was a refunded to us and is in your escrow account. You can see the deposit on 10/27/15

Ms [redacted], I would be happy to refund you the late fee, please email me proof of payment and I will request a check. Also what month were you reported delinquent in ? I should you loan being paid off before the end of February so you should not have been reported for that month. [redacted]

[redacted], upon receipt of your complaint I reviewed the loan and the request for the removal of the PMI. The loan is eligible for the removal of PMI however you also submitted a request to have the 12,000 principal payment you made returned to you. If we do that then the loan would not be eligible...

for the removal of the PMI. I assume that you want to leave the principal payment and remove the PMI but I ask that you email me a confirmation so I can advise the escrow department on what to do. I can be reached at [redacted] [redacted]Vice President Customer ServiceFreedom Mortgage Corporation