Freedom Mortgage Corporation

Mr. [redacted], I do apologize that you wish to be removed from our lists was not handled more quickly. I have made sure that it has been removed.
Sincerely
[redacted]
SVP Customer Service
Freedom Mortgage Corporation

Ms. [redacted] upon receipt of your complaint I asked our servicing cetner to reach out to you and assist you with the issues you were having with the website. They did so and assisted you with resetting your password and you were able to able to log on and make you payment. PLease let me know if there...

is anything further that you need[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because: The response does not address the unwillingness of supervisors to give service agents authority to take action on simple questions.  And there are several errors in the response.  The document attachments (2) are labelled 1098--but in fact they are not the form sent to IRS. They are copies of statements by two parts of Freedom for November and January (which I already had in my files).  The response says that the late fee ($138.43) and interest were added to the escrow account and paid on Jan. 29 = $2011.11.  Yes, the check was for that amount, and it comprised $1,703.57 escrow balance stated on payoff fax from Freedom as of Jan 07, 2016 plus $307.54 escrow sent by wire in the payoff on Jan 15.  Fact: there were no other funds included in the $2011.11 refund of escrow.  I don't know about the interest paid in January, but the late fee of $138.43 was NOT part of the escrow payoff. That was noted by at least one service agent on Feb. 26.  As I think I implied in my complaint, the Freedom data system (accounting plus service annotations) is pretty vague.As an example of vague and sloppy processing:  I was told by a Freedom Mortgage service agent in [redacted]) that my 1098 form had been sent prior to Feb. 10.  Well. that 1098 (the real thing) came in the mail today (3/14/16)--does it take 5 weeks in the mail, or more likely the Freedom system doesn't process documents when they say they do.  Of course, it doesn't help the service agents that Freedom created two account numbers for this loan, and specific agents ([redacted] and [redacted]) were able to see only part of the records for 2015.These were quite simple questions and small dollar amounts.  Faster and reliable responses should be the norm.
Regards,
 [redacted]

Mr.[redacted], I asked our escrow department to review your account and advise why the taxes had not been paid. They advised  that the loan was set up with the first tax installment, due to be paid from escrow for 11/15. We received the bill amount for the 9/30/15 installment and paid it...

in error.  [redacted] Our tax vendor, verified that the 9/30 payment inadvertently caused the next Due Date to roll ahead and skip the installment that should have been paid 11/15. [redacted],  has verified with Dekalb County that they marked the lien as “Satisfied”, but would only retract that status if  it was due to their error. Per [redacted] @ Dekalb, Freedom Mortgage would have to send a letter to the three credit agencies (Equifax, Experian and TransUnion) explaining the error and the agencies would eventually remove it. These letters are in the process of being drafted and a copy will be sent to you as soon as possible [redacted] has confirmed that a check for the interest the you paid IAO 246.22 will be deposited into your escrow account. I apologize for the distress this has caused and we will be reviewing this with the tax service to make sure that this does not reoccur.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

My husband& I had a mortgage for a home in [redacted] and Freedom Mortgage bought our mortgage in July 2016. It has been a mess since then.
Our mortgage payments, although taken out of our checking account were never processed on time, and then when we paid off our mortgage in full 10/14/16 with a forwarding address included in the packet, despite multiple calls to the company, as of today 12/12/16, we have still not received our escrow check.
I am put on hold up to 45 minutes, and was told 11/29/16 that we would have the money returned in 7-10 business days & still have not received my escrow money.
I have made multiple phone calls and they keep telling me I will get my money back, yet they do not put my correct address in the computer again and again.
Our mortgage payoff was completed and paid in full and filed 10/17/16. Tonight, again they are telling me they don't have my updated address despite a forwarding address included in the mortgage payoff and a forwarding address with the [redacted] service, let alone multiple calls including tonight. I am currently on hold 40+ minutes right now. Horrible, unethical, unacceptable customer service.
They owe us 2,477.45 plus interest.
Andrea Weilbrenner

August 17, 2016
 
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Mrs. [redacted] and rm. [redacted]
 
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 lost payments.
 
When your loan was boarded onto our servicing system, your February 1, 2016 payment was due. Per our records, the first payment received by Freedom was on March 28th, 2016. In order to properly investigate the matter, please supply the checks or money orders for the monthly payments starting with the February 1, 2016 payment forward. I realize that this payment may have been made to [redacted]. If so, we can go back to [redacted] to attempt to recover the payment.
 
I apologize if you have supplied these documents prior. You may fax at the number below or scan the documents and reply by e-mail address which is also listed below.
 
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: ###-###-#### or direct line ###-###-####
Fax: ###-###-####
[redacted]

My refinance process took much longer than initially quoted at the beginning to the tune of 2 months. The only truly helpful person in the process at Freedom Mortgage was Susie [redacted] one of the assistant vice president of sales. She took her time and seemed to thoughtfully answer our questions, even if not in her duty area. Our loan processor, Kyle [redacted] was less than helpful during this process. I, as a customer, shouldn't have had to initiate all communication to find out what documents were needed and this is the way we felt with him. All documents that he did request after each of our inquiries were all returned to him within 24 hours of request. I had to initiate contact with people outside of the agency to gather information that he was supposed to gather just because I wanted to keep my refinance moving forward. Kyle rarely returned our phone calls and our emails often took several days to gain a reply. The several times I tried to contact Kyle's supervisor, Nina [redacted] regarding these communication issues, she also never returned my calls, nor did she reply via email. At one point during this process, about 3 days before my rate lock expired, Kyle went out of town and left us to try and work out the situation with other loan processors who seemed overwhelmed by having to pick up Kyle's missing pieces of his files. Again, Susie [redacted] pulled through and was able to get our rate lock extended at no cost to us. Kyle finally was able to schedule a closing date for us and we had to find out form the Title company on the day of closing that our closing had been cancelled because they were to have scheduled in, not the loan processor Kyle (a fact that he should have known). We closed on our refinance on a Monday, had our loan disbursement on Friday of that week and we still have Kyle trying to gather new signed documents for our file. These new documents state that they are part of our loan application, after the fact. I would not recommend Freedom Mortgage to anyone to use unless you want to do unnecessary work that the mortgage company should be doing.

Ms. [redacted],Upon receipt of your complaint I reached out to our tax department. They advised that they could not use an estimated amount for the taxes as it could be inaccurate and therefore create a shortage in your escrow account in the future. I asked if they would be able to use...

the estimate if I had a email from you stating you were aware that the tax amounts were estimates and had the potential to be higher and if that was the case you understood that you might have an escrow shortage in the future but that you authorize us to use the estimate. They agreed that they would use the estimate under those conditions. So if you would email me as discribed above to r[redacted] I will have them make the adjustment.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

We are currently dealing with Freedom Mortgage Co. They have totally screwed this up. It started with their errors in the escrow of taxes. We have a file that is 4 inches thick-we have names and emails of differenr employees. We are in an even deeper mess and now will need legal assistance. Our credit is also been attacked. PLEASE FIND A WAY TO STOP FREEDOM MORTAGAGE FROM BRING IN BUSINESS AND RUINING PEOPLE!!!!

Mr. [redacted], my associate spoke with you at 3 PM your time yesterday as I told you he would. You told him that the current issue was a principal payment that you made was in suspense and not applied for a period of time. The payment was made on 12/24/15 but was not applied until 1/4/16. When it was applied, in order to give you proper credit for the reduction in interest, it was applied with an effective date of 12/24/15. Please let me know if you have any further concerns.
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted], We reviewed the escrow account and the tax figures. What occured was that the county tax office gave us tax figures for the entire condo building, not the individual unit. We have updated the amounts and we analyzed your account on 2/12/15. You were issued an excrow overage check...

in the amount of 1290.87 and the payment was adjusted to reflect the correct tax amount.[redacted]Vice PresidentFreedom Mortgage Corporation?

We have received all of the payments you show with the exception of the one you made in December but because they were not for the correct amount they post to suspense until enough money is there to complete the payment. That is why there is 885.00 in suspense right now, that is the funds you sent in Nov. When we get the funds you paid in Dec it will be combined with the 885.00 to make the Sept. Payment which is due in the amount of 1000.51
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted] I am sorry that you had difficulty with the handling of you application. I will review the file and also see where the communication broker down. We are not a fraud or scam and we close 1000's of loans a month, the vast majority with no issues so we take your experience very...

seriously and will make sure that it is not repeated. Thank you for bringing this to our attention 
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

September 14, 2016
 
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Mr. [redacted] and Mrs. [redacted]
 
 
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 your hazard insurance.
 
Your previous servicer, Roundpoint inadvertently paid the remaining balance of the Hazard premium to [redacted] in the amount of $973.50 on 11/20/15 which was cashed on 12/2/2015. The funds were advanced/lent to make the payment. The loan transferred to Freedom on 4/18/16 with a negative escrow balance of -$973.50. The escrow account was analyzed on 7/21/16 to recoup the negative balance over 12 months. Effective with the 09/16 payment, the new payment amount became $1,792.58 (P&I of 1711.46 & 81.12 for advance).
 
If you paid your insurance last November/December, then there was a double payment to the insurance company which should have been refunded to you. Unfortunately, the loan came over to us with the deficit from [redacted] so the funds must be recouped. We have spread them out over 12 months.
 
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]

Freedom Mortgage contacted me to refinance my loan to a lower interest rate. Throughout the whole process I was met with constant adversity and terrible customer service. There was terrible communication. Phone call would go unanswered, emails would go unanswered, and when I did get a response it was a few words in one line, no apologies or explanation whatsoever. I was hit with 4 separate fees that shouldn't have been charged and had to fight to remove them. Again, no apologies or explanations.
Overall, it was a very negative experience and I would not recommend freedom mortgage to anyone.

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], you email has been added to our system. Your account was never active probably due to the fact that we did not have an email address to send the temporary password to. We have activated the account and emailed you a temporary password. You will need to update the temporary password after getting in by going to "EDIT MY PROFILE" and then update the password to one of your choosing. Let me know if you are successful.Roseanne G

Ms.[redacted], I apologize for my delay in responding but I am still working with the servicing center in an attempt to obtain additional information in regards to your complaint. I will need a little additional time in order to provide a complete response. In the meantime you may feel free to contact...

me directly at[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted] below is a report from the manager you have been talking to on Dec 15th. I consider that this matter has been closed
I spoke with Mr. [redacted] at approx. 1:30 PM today…
I explained again how taxes are disb approx. 30 prior to due date in order to address his concerns over disb in Aug 2015 for Sept 2015 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. [redacted] if all his concerns had been addressed and he agreed that they were addressed.

August 19, 2016   Mr. [redacted] SC 29152   Re:       Your complaint to the Revdex.com             [redacted]   Dear 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 issue regarding the tax issue and the escrow analysis.   Your loan closed on 12/22/14 and taxes were estimated in the amount of $1,095.86 annually ($91.32 per month was collected with payment). The billed amount of $4,042.77 was paid from escrow on 12/14/15. The initial escrow analysis was performed on 12/31/15 and projected a shortage of $3,561.16.  This increased your payment from $864.91 to $1,407.24 effective 03/01/16. The account was reanalyzed on 2/4/16 and the same shortage was lowered to $3,264.40. Your new payment changed to $1,382.51 effective 04/01/16. The account was then reanalyzed again on 2/25/16 per your request, based on the notice of adjusted taxes we received on 2/11/16. The shortage was lowered to 2282.50, based on taxes of $1,097.11 annually and the payment was lowered from 1407.24 to 1055.21.   The most recent analysis was performed on 4/6/16, after the tax refund, of $2945.66 was received on 4/4/16. A surplus of $663.16 was refunded back you and your payment was lowered to 865.01 effective 04/16/2016.   Please note that average processing time for refunds to be received from tax collectors is approximately 6-8 weeks and the account was analyzed accordingly.   The Assessor’s office confirmed that the application for adjusted taxes wasn’t filed until February, 2016 and the account was analyzed upon request based on the most recent tax amounts available.   Unfortunately, we are unable to forgive the past due balance owed. As per the terms of the mortgage note, payments are due each month.   Finally, I noticed that you are currently due for the 3/1/2016 payment. If you feel that you cannot bring the loan current without assistance, please reach out to our loss mitigation department as they may be able to assist you.   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 Phone: ###-###-#### or direct line ###-###-#### Fax: ###-###-####