Freedom Mortgage Corporation

After having several very nice experiences with several lenders who purchased my mortgage in succession, Freedom Mortgage unfortunately bought my loan. Their website is completely unacceptable, and in order to do something very basic, such as set up bi-monthly payments, you have to pay your loan 1-month ahead, which I've never experienced before (especially in a scenario where it is not the initiation of a new loan). Additionally, should you wish to modify this recurring payment online in the future, you have to completely cancel the recurring transaction and resubmit a new one, which then requires you to prepay 1-month ahead again. Not only is all of this an incredible nuisance and unacceptable in 2016, they make it extremely difficult to make a principle only payment, which I find to be a borderline criminal offense. Of course, they offer up snail-mail as the solution to all of the problems with their website, but it's all just comically bad and completely unacceptable. The only good thing that I can say about them is that their customer service representatives are very pleasant and well informed about what their organization is incapable of doing, and they are able to explain what they can't do in a very friendly and clear manner. Steer clear of these guys if you are starting a new loan, and hope they don't buy your existing loan.

January 17, 2018   [redacted]
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* Re:       Your Complaint to the Revdex.com             Dear [redacted]   We have reviewed...

your complaint and researched the issue regarding the escrow refund.   Please allow me to apologize for the delay in getting your escrow refund check sent to you. We have issued the check in the amount of $1,248.28 and sent the check to you via overnight mail ([redacted] Tracking #[redacted]. The check is scheduled to be delivered to you today.   Sincerely,     Joseph P. P[redacted] Assistant Vice President Customer Service [redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: I appreciate your thorough response. I was never presented with a summary of transaction to show lender credits, but I consider the first matter a moot point - I am no longer interested in this option due to my experience.
 
I will consider the matter of the insurance payment closed when I receive the final distribution owed to me. Thank you, 
Regards,
[redacted]

Dear Mr. [redacted], I'm sorry but I have no record of the documentation. Without it, I will not be able to assist you.  Please forward to the fax or e-mail address below. [redacted]Assistant Vice PresidentCustomer ServiceFreedom Mortgage Corporation[redacted]Phone: ###-###-#### or direct line ###-###-####Fax: ###-###-####[redacted]

August 18, 2016     Ms. Lidia [redacted] and Mr. Jeffrey [redacted]     Re:       Your Complaint to the Revdex.com     Dear Ms. [redacted] and Mr. 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 difficulties you encountered in making your payment on our website.   We are constantly striving to resolve any issues relating to our website. Given the issues that you have encountered in attempting to make your payment, we have amended your credit for the July 1, 2016 payment.   I apologize for any inconvenience this has caused.   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: ###-###-####

Mr. [redacted], upon receipt of your complaint I asked the tax department to review your taxes. They advised that the tax service missed the payment and they will pay the penalty on the tax bill. IN your complaint you stated that you were going to pay the taxes and wanted to be reimbursed. We checked...

with the tax office and the bill is still due. Please let me know if you want us to disburse. I do not want to have a duplicate payment if you are in the process of paying the bill. Please email me at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
I don't content that there was a shortage due to the increase.  My issue is with the fact that your letters stated that with the payment of 644.57 I would be even and would end up paying 847.53 or so for the monthly statements.  You informed me, I followed the rules and now I am still behind.  The other issue is the fact after the analysis was done you did not take out the increased escrow of 454 and cents to make sure that I was caught up.  You ended up taking it out two months later which would put me behind.  I kept calling since March to get it resolved and would not get it resolved.  I have had no calls regarding the account even when there were issues.  What I did receive last week was a delinquency notice which was caused by your lack of effort to help me with my account.  I was to receive a call from [redacted] and to this day no call so that you could reform your methods of customer service.  As you may notice I have had to pay so that you don't take my account into further legal matters which basically means I am out of luck because you control my credit basically.  Your company did not follow through on the process as stated in your letter communication and then through it at me that it was my fault.  My insurance decreased by at least 200 dollars as your rep asked me to contact them to reduce it and now the escrow department denied a reanalysis so that it could reflect the change.  So I am being charged more than it should be.  The insurance change was sent to you 45 days before it was due so you knew full well that there was an increase and yet you did not inform me then.  You expect me to know everything that is happening with my account.
Another issue was the escrow money your company took out of my account while knowing that there was an increase in my insurance.  You apparently sent the check a year ago and never received it.  The check was received in the middle of May 2014, I sent back the amount stated in your letter and never heard back.  I had to take time each day to try and reach someone and would not get answers.  I did report this matter to my attorney general consumer office because this was very unfair and for months I was moved from one place to another without a resolution and not once did your company take fault for their lack of oversight on my account when it makes perfect sense that you would give me the final monthly payment once the money was sent.  At that the 650 dollars that I sent was placed in my principal and not escrow, that took a month to resolve.  
The fair resolution to this matter is that your company reimburse the money you failed to take out for the escrow for the months of March and April which caused a further shortage.  Now my payment is 900.32 another 50 dollars more.  I made a request and will reiterate it again that NO MONEY is taken out of my escrow account regardless of an overage.  Leave it alone.  Also that you call me when there are issues and not wait for me to find out when you are the ones in charge of my account.  I can't make changes or modify because you control the system.  
I have never had an issue with my mortgage until I switched to your company.  I encourage you to embrace Continuous Improvement as a model to change your practices.  In my area of work I do communicate with my team, we work to resolve the issue.  
I will await your answer to resolve this matter and make me whole.
Regards,
[redacted]

Mr. [redacted], I took a look at the loan we are currently servicing and do see that you were charged late fees for Jan and Feb. I have waived those. I also see that the loan was final approved today and that the loan is schedualed to close on the 20th. please let me know if I can do anything further...

for you at this time.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because: I am happy that Freedom Mortgage has admitted that there was an error and that I was correct that my home was not in a designated flood zone area. However, Freedom Mortgage made a payment of $2,016 from my escrow account on 12/24/15 for a flood insurance policy they had purchased based on incorrect information. Therefore, I am expecting and asking that these funds be returned back to my escrow account to correct this error. To date, this has not been done. Until this is done, this complaint remains unresolved.  
Regards,
Robert [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]

Ms. [redacted], Upon receipt of your complaint I reviewed the closing documents and the loan history. When you closed your loan with [redacted] they paid 772.49 to [redacted] They also set up the account using 772.49 as the amount for all the following taxes payments. It appears that 772.49 was...

not the proper amount. The servicing center was using the data provided to us by your lender and therefore assumed that the payment on the [redacted] was proper and that nothing was owed. When you provided docuentation to the contrary they researched and paid the outstanding balance. Late charges and penalties were not paid from escrow but expensed and will be billed to your lender. Please let me know if I can be of any further assistance.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

All the people I dealt through the process were all kind...fast in responding back to msgs...and knowledgeable.

Ms. [redacted], upon receipt of your complaint I reached out to our marketing department and requested that they remove you from any of our marketing lists. They confirmed that they removed you and you will not receive any further solicitations. Please let me know if this is anything else that I...

can do for you .Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

[redacted] I am in reciept of your complaint and am reviewing your escrow account. It seems that an analysis shows that you have a shortage and as a result your 4/1 payment was not enough to complete the required payment amount. A payment must be for the full amount due otherwise it will post to a...

suspense account. In looking at your account I see some mention of a new insurance policy or an adjustment to an existing policy. Is this correct ? Was the premium reduced ? This may help with the shortage but I do not have enought information. Can you email me at [redacted] with answers to these questions or provide them to [redacted] who I believe is also working with you on this issue.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted],Upon receipt of your complaint I reviewed the loan closing documents and it appears that the title company included the [redacted]/** tax as part of the real estate tax.Hence it ws included in your escrow payment. Since this is a utility bill it should not have been included in the first...

place by title. We have removed it from escrow, the new payment Effective 6/1 will be 2007.78 and you will be getting a check for the overage in the amount of 200.80. We have also waived the late charge that was assessed on your account. Please let me know if I can be of any further assistanceSincerely[redacted]   Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:[redacted],This still does not make since. The customer service agent I spoke to yesterday said that I was supposed to make April's Payment and that's why my check is a different amount than $2,010. this is contradictory of all the closing officers and people I spoke with said I was supposed to skip April and May and make my first payment in June. Am I now skipping May and June and first payment in July? So why am I not getting back exactly what I paid? I don't understand why I am getting back more. Is it being Financed in to the new loan? you need to break this down and spend more time explaining this than a poorly written email. This still does not solve the issue of me getting my escrow check back, because it was supposed to be refinanced and completed in JANUARY. because of Freedom's incompetence this kept getting pushed back until April and therefore I didn't get my escrow account back... You need to do better. On top of this I still have not received my refund check, I was told this would be sent back to me within 10 Business Days... that time ended on the 20th of April.. I just spoke with a customer service agent on the phone and the check has not even been written. You are affecting my family and ability to pay bills. Do I need to get a lawyer involved? If I dont see movement and responses in a timely matter I will escalate this further. I opened this complaint almost 3 weeks ago and this is only the second response I have from Freedom.
Regards,
[redacted]

Ms. [redacted] I do apologize for the frustration you experienced with getting the past due tax bill paid. I reviewed your account and the bill was paid on 2/12/14. Any penalty was billed to our tax service as they did not pick up the open bill and that is what caused it to be paid late. Please let...

me know if there is anything further I can do for you[redacted]
[redacted]
[redacted]

Ms. [redacted],I am sorry that you feel that there is an issue with the posting of your payments. The payment that you mail to our lockbox arrives at the [redacted]. The [redacted] then delivers it to our payment processing center, we process the payments at the center the same day...

they are delivered. We can not control the time it takes the [redacted] to bring the mail to the payment processing center. We have heard that it can take them three days to deleiver it to our center. We are not trying to collect fees, we want the payments to post as soon as possible just like you do. You can make your payments a variety of ways but to avoid any fees you can use your bank's bill payment service, providing you have a deliver by date of prior to the 15th of the month and there would be no fees if you used that service. You can also pay online before the 6th with no service fees. Because the delivery of the payment is dependent upon the postal service it is always advisable to allow extra mailing timePlease let me know if I can be of any further assistance[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:Dear Sir or Ma'am,As you suggested, I have been in touch with two different Customer Care Representatives. The first person I spoke with regarding this account was Codie (last name unknown) on 4/14/2016 at 9:25 a.m. I spoke with Codie again on 4/2/2016 at 2:43 p.m. I expressed my concerns that the account is delinquent and past due in the amount of $12,652.74. I told Codie that the account should be past due, because under the divorce agreement, I was to pay my ex-spouse the mortgage amount for 3 years, which I will end in December 2016. I also told Codie I was not interested in any loan modification or refinancing the mortgage. I expressed to Codie my desire to get my name off the mortgage loan. I called Codie on 5/25/2016 at 2:37 p.m., and was told my loan was reassigned to Mrs. Christian H, who was out of the office on that day, but was told that I called and requested a call back. I called Mrs. H on 6/6/2016 at 3:58 p.m. and was told again that Mrs. H was out of the office. I called Mrs. H on 7/5/2016 at 5:20 p.m., on this date, Mrs. H was busy and I requested a call back. I called back to speak with Mrs. H of 7 July 2016 at 4:02 p.m. and requested a call back. I am still waiting on that call back.My desire for this loan is to either Deed in lie of Foreclosure, Short Sale or as the last resort, Foreclosure. I do not want to refinance or do a loan modification for this loan. I need for this to happen as soon as possible.I need to know why Freedom Mortgage bought a delinquent and past due loan from [redacted]? Because the actions of Freedom Mortgage has compiled the damage to my credit rating and to my health. I intent to as this same question to The States Attorney General and HUD. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because a letter to the credit agency is greatly appreciated. However I am not able to refinance to a new company due to the errors reported. I have talked to Freedom Mortgage staff about a credit being applied to my account for the errors made by their staff. I have yet to receive a answer as to if they will be issuing a credit to my account.
Regards,
[redacted]