Freedom Mortgage Corporation

Dear Mr. Barrett,
The marketing piece that you received and the information regarding your eligibility for a refinance in terms of you credit is based on our vendor, Experian, providing us leads that met certain criteria. They determine which consumers fit that by doing a soft or...

marketing inquiry on 1000's of consumers and return to us those that they feel met those standards. They do NOT pull your credit. What they do results in the mortgage, credit card or insurance offers you receive in the mail. In order for us to confirm that the data they collected meets the criteria to grant you a loan (assuming all other factors needed for loan approval are met) we would need to pull a credit report. We will NOT pull a report without your authorization and only if you agree to move forward with an application. We have removed you our marketing list so the you will not receive any further solicitations.  
Roseanne Goldberg
Vice President Customer Service
Freedom Mortgage Corporation

[redacted], upon receipt of your complaint I reached out to the processing area and asked them to review the status of your application. They replied that the processor received your file on 7/13 and made our initial call on 7/28. There was a bit of a delay getting the appraisal completed but...

we reached out to you on 8/6 and advised what was needed in order to proceed. We mailed the documents we needed completed to you and followed up via voice mail on 8/14 and 8/21 with no response. AS 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 that. If you have any further concerns please feel free to email me at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted] can you please tell me exactly what the issue is that has not been addressed

Mr. [redacted] as you are aware we spoke today on the phone. I missed your call yesterday but called you back today and addressed your concerns.[redacted]    Vice President Customer ServiceFreedom Mortgage Corporation

Our experience with freedom mortgage was awesome it was done very professional the agents who work with for great we had a problem we called the problem was taken care of as soon as possible if we ever have to go through another refinance or buying a new house we will definitely use Freedom mortgage

the worst mortgage company ever. Cannot recognize my loan number , recurring payments correctly set up are being "reversed". Why?? With no communication. No customer service representatives. Absolutely the worst and the consumer suffers, our credit rating suffers because of incompetent, inconsiderate and selfish companies such as freedom mortgage. I wish we have choice rather than our mortgage just getting transferred to the next surviving mortgage company . The [redacted] needs to crack down on these crooks.

Complaint: [redacted]
I am rejecting this response because:
I have told them repeatedly that I am in [redacted] and they can not understand that they call me when I'm at work they need to call me any time after 3 pm ** time. And please quit doing an escrow analysis it makes my payment go up. Few dollars each time!!! Also I didn't send in a escrow shortage cheek for 9.34.  This is how  competent this company is! I sent an check in October for 616.29 for escrow shortage!! STOP JACKING WITH MY PAYMENT!!!!!!!!! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
What they posted is a lie. They told me directly that until this year they had outsourced the payments. If they check my payments they will see at least one late fee. I have moved to another mortgage company because I do not trust Freedom Mortgage. We were with them at least two years and had payment problems all along.  Also I was told by one of their representatives that they do not post directly when they receive payment. I have seen this for myself when I mailed my Feb. on 2/4/2016 and it did not get posted until Feb. 16/2016. I have a photo copy of the front and back of that check. I spoke to a rep. on 2/12/2016 whose name was [redacted] and was told, "wait and see if it posts, if not you will be assessed a late fee and will have to call in to get it reversed.  I also received a call after I made my complaint, do not have a name. who said they were from the tech team. They also told me until recently they had outsourced the payments! Guess they don't know how to keep the right hand knowing what the left had is doing. Now I want them to back to the beginning of my loan and send me a check for any and all late fees EVER attached to the loan. Glad not to be doing business with them ever again.
Regards,
[redacted]

Mr and Mrs [redacted], upon receipt of your complaint I reviewed the loan with the underwriter and processor. They advised that they had submitted your dispute to the VA and also provided the new comparables to the appraiser. The VA would not reconsider the value and the appraiser stood by his...

valuation as well. It is my understanding that you have cancelled this loan application but are considering doing a streamline VA refinance which would not require an appraisal. Please let me know if there is anything further that I can assist you with [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted] upon receipt of your complaint I asked our customer service department to have a supervisor contact you. The supervisor was able to reach you but you advised you were in a meeting and needed a call back in approx. 15 minutes. She waited 20 minutes and got voice mail. On...

a subsequent call on the 8th it seems that they were able to contact you and address your concerns. If that is not the case please contact the customer service supervisor directly. She will be happy to assist you. Sincerely,[redacted]
[redacted]
[redacted]
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Mr. [redacted], interest is not paid on funds in restricted escrow, we do not earn interest on your funds nor do we pay interest on those funds. [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted], upon receipt of your complaint I asked LoanCare Servicing to review your concerns. They advised that they did not see that you had an unapplied balance of 2003.00 at any point on your account. Right now, due to the short payment you sent in November there is 885.11 in suspense...

and the loan is still due for the September 1 payment. You appear to have been sending in less than the full payment and partial payments can not be applied. Attached is your loan history. The account has been analyzed. You new payment is 882.70 effective with the October 1 2015 payment. So right now you owe the following:
September - 1000.51
October - 882.70
November - 882.70
December - 882.70
The funds in suspense can be applied towards past due payments by calling into the servicing center. I would urge you to do this as soon as possible so that your account can be brought current.
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted], upon receipt of your complaint I reviewed your account. It seems that that payoff was not applied until 2/4 which resulted in your loan being reported as delinquent for the 1/1/16 payment. I submitted a request to update the bureaus to remove the delinquent reporting today....

This should be complete in about 10 business days but could take up to 30 depending upon the timing of the credit bureaus update cycle. I am sorry that this was a source of frustration for you. please let me know if there is anything else that I can do for you. Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

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 GVice President Customer ServiceFreedom Mortgage Corporation

Absolutely terrible dealing with them for the purchase our first home. They were so unorganized! Our lender would never answer our calls or call us back during the whole process. I would NEVER recommend them to anyone nor will I ever deal with them again.

January 16, 2017   [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. I have reviewed your complaint and researched the issue regarding issues making your mortgage payments.   I reviewed your payment history and didn’t see that you made a payment by mail to us on this account. Payments that are mailed are posted on the same day they are received at our Lock-Box at Key Bank. Dates payments are post marked are not a consideration.   Payments made via phone or the web should post the same day as long as the payments are posted by 11:00PM ET. Payments made after 11:00 PM ET will post the next business day. I reviewed the payment posted 1/16/2017 and do not show that a late charge was assessed. We have refunded the $10.00 phone fee assessed to you as a courtesy. Please allow 5-10 business days for delivery.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       Joseph P. P[redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted]

Mr [redacted], upon receipt of your complaint I reviewed your loan. Escrow funds are reversed off the system on the 14th day after the payoff is applied to the account. The check is typically issued the following day and sent via regular mail. The payoff statement is not a legally binding document to...

you. What is it is a statement of the amount owed in order to payoff the loan and other information provided to the borrower's in regards to the process. While is does state "within 14 days" RESPA requires that it be refunded with 20 days and that is the regulation which governs the refund of the escrow money not the loan payoff. You were refunded the monies on 7/5/16 via check which is sent by regular mail. Your loan paid off on 6/20/16. You were issued the refund 15 days after the payoff of the loan and within the allowable time frame under the regulation. I am sorry that this caused you frustration Sincerely[redacted]SVP Office of the PresidentFreedom Mortgage Corporation

Absolutely the worst mortgage company that I've had to deal with since becoming a homeowner 35 years ago. Unfortunately my previous mortgage company sold my mortgage to Freedom 3 weeks ago at the same time that I received a insurance claim check. My home was sustained severe damage from Hurricane Sandy in 2012. It was rebuilt in 2013 and in 2015 all Sandy claims had the opportunity to have their original claims re-reviewed due to widespread under-payments by insurance companies. My claim was found to be underpaid and I received a check for the underpayment. I called Freedom and explained all of this and was told to send them the check as it was also made payable to them and to provide a pre-paid overnight envelope to send the check back. I overnight end the check and it was received on July 11. It is now August 2 and I still do not have the check. Repeated calls to the lost draft dept and speaking to their "specialists" is a joke. On July 14, I had to write a letter of explanation and fax it to them along with supporting documentation regarding from FEMA. I was told the "inspect action" of my home would be waived as there was no damage since my home was rebuilt in 2013 but I had to upload My CO from a recent house inspection after I elevated my house in 2016. They have had all documents and yet did not process the check till July 22 and did not deposit the check till July 29. It took 18 days to deposit a check. Requests to speak to Supervisors, I was told no one was available. I finally got a Supervisors name, Sylvia [redacted] who I Called twice before I finally got to speak to her and she promised to look into this and provide me an answer of August 1. Of course she didn't call back and I have left her two messages. This company does nothing but lie to its customers. In 2012 my mortgage company at the time of Sandy was [redacted] and [redacted] processed all insurance checks within 48 hrs and had an inspector at the house within 3 days. If this is how Freedom operates and treats homeowners when they experience a catastrophe and need their insurance claim checks to start repairs, then I pity those homeowners. This is totally unacceptable and I plan on filing a complaint with the [redacted] as well as I will file a complaint with the Congressman and Senators who have been helping Sandy victims. If you are a homeowner considering finding a mortgage company, DO NOT consider Freedom Mortgage. I am requesting a response from someone in this company who holds a higher position than [redacted] in the Lost Draft dept. I am requesting Freedom Mortgage to please sell my mortgage to another company as I do not want you to be my mortgage holder.

[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. I received my check today. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I accept the removal of all credit inquiries and await copies of the letters to the 3 major credit reporting companies, but there is absolutely no mention of stopping the deceptive and misleading sales practices of Freedom Mortgage soliciting current Freedom customers telling them they can refi for free, lower there rate and it will only take 30 days is an ABSOLUTE LIE. My experience the past 3 months was nothing short of torture, the repeated requests for documents, not returning phone calls. the level of incompetence on the part of Freedom Mortgage employees is unbelievable, you better do more then some retraining, if I was in charge I fire every last one of them. Let put it to you in a way you understand, I am spending over $ 3000.00 to refi with another company at 3.99% for 30 years just for the satisfaction of DUMPING Freedom Mortgage. Freedom Mortgage just lost a great customer who has faithfully been paying a mortgage for 30 years and never once was late or missed a payment. Maybe my complaint to the N J Attorney General's Office will get a truthful and honest response from Freedom and can put a stop to your deceptive and misleading sales practices.              
Regards,
[redacted]