Freedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I reviewed your loan with the processing manager. She advised that we verified the balances owed with a credit supplement which was pulled on 4/27. I was also advised that the balances being paid were reviewed with you by your processor prior to...

the loan closing. Additionally the amount were listed on the closing disclosure which you signed at closing. Had you felt that they were less than what was owed we could have re-worked the numbers before rescission ended. I am sorry that you feel you did not get the level of service you watned but we would have no other way to confirm the balances other than the credit supplement and your approval. 
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted] upon receipt of your complaint I reviewed the application history. It does appear that the file could have been handled better and that there were some communication breakdowns. I do sincerely apologize for this and can assure you that we will perform a review of what took place on your...

file and take actions as needed. This is not how we conduct business and we do take these complaints very seriously. If you would like to discuss this further or share anymore information please reach out to me at [redacted]Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted] please see attached response

October 3, 2016
 
Roman" size="3">  
Ms, [redacted]
[redacted]
[redacted] OH 45239
 
Re:       Your complaint to the Revdex.com
 
 
Dear Ms. [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 $10.00 pay by phone fees charged and being locked out of our website.
 
First, please allow me to apologize for the difficulties you experienced with our website. We are constantly striving to improve the site and have some significant improvements planned in the coming months. Out records indicate that you paid a $10.00 phone charge on 7/26/2016. We are refunding the $10.00 to you. Please allow 5-10 business days for delivery.
 
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]
[redacted] PA 19034

Mr [redacted] I responded to your email on Dec 11th with the following but did not hear back. If you concur with the numbers I would be happy to issue the refund mentioned below
 
The 5500.00 was received by Freedom from Aurora in June of 2015. It was sent to Loancare later that month but your loan had already been paid off by the current mortgage and loancare had no loan to apply it to. On July 10th we asked loancare to return the money to us and we applied it on 7/14/15. The in August Aurora was asking that the funds be returned to them. Per their request we reversed the payment and sent it to Aurora by wire on 8/14. Aurora was to have then sent the funds to you.
 
I did an amortization schedule for your current loan without the curtailment and with the curtailment (as if it has been applied before your 1st payment.) The difference in interest paid is 82.82 which I will round up to 100.00 if you concur with the calculations. Documentation is attached. Please let me know if you have any questions.
 
Sincerely,
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], I asked that your concerns be reviewed and it looks like we have a bad telephone number in our system for you. The loan came to us from Ocwen so perhaps there was a data problem when the loan boarded. I do not see anything other than that to indicate any mixing of your loan with...

another loan. As for the link for the document service I believe that you would have to create an account using the same profile that you do if you use our website to make mortgage payments. If you still need assistance with that please let me know. In meantime I am removing the 609 area code phone number from the records 
Sincerely
[redacted]
Vice President Customer Service

I have extremely disappointed in this company. Freedom Mortgage approached our family & said we were approved for a loan. My husband has served his time in the service & they took advantage of his name & time in the U.S. Army. We have been in the process to refinance our home to pay off medical bills. With great promises from Freedom Mortgage we were approved due to the tremendous equity we have in our home. Nov 2015 was when this process began. They required every ounce of paperwork & continued to lose it between all the different people that became our rep. It is now June 2016 & they have more paperwork than our own bank. Extremely disappointed & ready to take legal action. My spouse served our country & this is how he is treated on our own country!!! I highly recommend to stay away for this company. Very unprofessional & know one seems to know what's going on.

Mr. [redacted], upon receipt of your complaint I asked our cash department to review your concern, they advised that the check had been reissued on 7/13/16. Our records show that the check has cleared. If you are not in receipt of the check please email me at...

[redacted]Sincerely
[redacted]
Sr. Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted], since you were unable to open the response attachments I will email them to you today

[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.
The timing of selling/transferring my loan was not in the best interest of myself or the mortgage companies. It resulted in ongoing issues. The taxes were paid on the last possible payment date to allow qualification for tax relief. The 2015 taxes were paid in 2016, therefore, I was not allowed to claim them on my 2015 tax filing with the IRS although I paid them into my escrow account during 2015.  The communication process with Freedom Mortgage was difficult. I would like to know that should there be future items of concern with my mortgage that items of concern can be acknowledged and escalated if necessary for a timely solution to be implemented.I would like to thank the Revdex.com for assisting me with this matter. There are still consequences that I will need to deal with during 2016 and I am trying to determine if an escrow account with Freedom Mirtgage is in my best interest.
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.
The timing of selling/transferring my loan was not in the best interest of myself or the mortgage companies. It resulted in ongoing issues. The taxes were paid on the last possible payment date to allow qualification for tax relief. The 2015 taxes were paid in 2016, therefore, I was not allowed to claim them on my 2015 tax filing with the IRS although I paid them into my escrow account during 2015.  The communication process with Freedom Mortgage was difficult. I would like to know that should there be future items of concern with my mortgage that items of concern can be acknowledged and escalated if necessary for a timely solution to be implemented.
I would like to thank the Revdex.com for assisting me with this matter. There are still consequences that I will need to deal with during 2016 and I am trying to determine if an escrow account with Freedom Mirtgage is in my best interest.
Regards,
[redacted]

October 13, 2016     Mr. [redacted] and Mrs. [redacted]
[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 our solicitation contacts.   You have removed you from all phone and mail contact lists. We apologize for any inconvenience that 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]
[redacted]

MS. [redacted], we have corrected the credit bureaus and therefore do not feel that any further action is needed on our end by way of a credit to your account.

MR. [redacted], I am sorry that you experienced difficulty accessing your account online. It is my understanding that the serivcing center assisted you with this and that you now have access. If this is not the case please let me know and also please advise if they refunded you any of the fees that...

you paid as a result of not being able to pay on line. I can be reached at [redacted]Vice President Customer ServiceFreedom Mortgage Coropration?

Mr. [redacted], we were completely truthful in regards to the lender paid closing costs. The GFE will show you the fees but doesn't show who is paying them, the application details this and shows the lender paying $2860.60 in closing costs, the entire amount. Below is a screen shot from our...

system also showing us paying all the fees. We would still be happy to offer you a refinance of your existing loan at todays interest rates. If you wish to do this you can reach out to the loan officer that first contacted you. 2:20 pm 04/03/15       Freedom Mortgage Corporation lkw                        oan# [redacted] & [redacted]     Withdrawn LOCKEDA 15 Year Call Center                                     ...⇄                                         ...⇄ --------------------------  Update Settlement Fees  --------------------------+ GFE Fee#  Description             Required       Paid      Waived        Due ¦ ---------------------------------------------------------------------------- ¦   0  104  Refinance Payoff   $145,243.00       $0.00       $0.00 $145,243.00 ¦   0  207  Lender Paid Closin   $2,860.60       $0.00       $0.00   $2,860.60 ¦   1  801  Origination Point        $0.00       $0.00       $0.00       $0.00 ¦   2  802  Discount Point       $1,612.60       $0.00       $0.00   $1,612.60 ¦   2 802a  Over Par Pricing         $0.00       $0.00       $0.00       $0.00 ¦   3  804  Credit Report           $22.00       $0.00       $0.00      $22.00 ¦   3  810  Tax Related Servic      $85.00       $0.00       $0.00      $85.00 ¦------------------------------------------------------------------------------...⇄ Page   1------------------------------------------------------------------------------+...⇄ Buyer        Seller         Other        Lender   Unallocated  ¦------------------------------------------------------------------------------...⇄ $145,454.24         $0.00         $0.00     $2,860.60         $0.00  ¦POC            $0.00         $0.00         $0.00         $0.00                ¦------------------------------------------------------------------------------...⇄ <Enter> to select fee.  Press <Insert> to add a fee.            See F2 forress <Delete> to delete a fee.                                       more help.[redacted]Vice Presiddent Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I asked the branch handling your file to review and respond to your concerns. Please see below
The bank did not have ALL the...

documents needed to clear the file in processing. Mr. [redacted] originally submitted contractor’s estimates which were not in line with the HUD consultant’s report. Once this was rectified, the general contractor did not return any correspondence for over 2 months. Once a response was received, the general contractor (selected by the borrower) admitted to not being licensed in the town in which the proposed work to be done. Mr. [redacted] found another contractor where once the estimates were received, the appraisal was ordered and the HUD consultant report was updated to reflect the changes. At this time, bank documents originally submitted by the borrower have expired and were requested for resubmission and approval. The borrower’s frustration with the lack of communication and lack of professionalism from the original general contractor has been unfairly and unjustly taken out on the bank. The bank has been in constant communication with all parties involved. Mr. [redacted]’s allegations are unfounded. The internal processes of employee leave time does not have anything to do with his loan process. Internal management effectively handles time management amongst employees to ensure smooth and continuous processing. Unfortunately, when a new general contractor is chosen during the loan process, this has to be processed in accordance to all applicable rules, guidelines and regulations to his specific loan.
Below are the final items waiting to clear the file to obtain closing date. This was sent July 7. The processor has contacted them twice since then. The contractor and architect are working diligently to provide ASAP. A closing date cannot be provided until file is clear.
 
From Contractor: (this was already requested)
 
1.      provide in a company letter head explaining what work will be subcontracted out and to whom, all subcontractors must provide copy of valid license and general liability
2.      Contractor to provide letter after review of plans stating that his estimate includes everything that is on the plan
3.      contractor to confirm heating for the dormer is included in the estimate
 
From Architect: This was already requested
 
1.      Provide final copy of plans that is to be submitted to the town for a permit
2.      Architect to provide feasibility report and zoning review prior to closing along with a letter confirming no variances will be required
 
Please let me know if you have any further questions
Sincerely
[redacted]
SVP Customer Service
Freedom Mortgage Corporation

I just spoke with [redacted] [redacted] and she confirmed that the check to the borrower was cashed on 1/14/16. She advised that she wouldn’t be able to provide me with a copy, but that the borrower would be able to contact her for the copy and also, that any refunds would only go to the borrower. We can analyze your account but due to the funds that were refunded to you rather than us your payment would increase because there will be a shortage. [redacted]Freedom Mortgage Corporation

August 9, 2016
 
Roman" size="3">  
Mrs. [redacted] and Mr. [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 issues regarding the difficulties experienced in setting up an online account and the customer service experience.
 
Regarding the online account, our Customer Service Manager, [redacted] contact you personally and addressed the remaining concerns with the website. Per my correspondence with Lyndon, all of your questions were answered.
 
Regarding you experience with our customer service representatives, we are in the process of reviewing the calls and addressing any deficiencies found.
 
I apologize for the poor experience in starting your account with Freedom.
 
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:  This business is supposed to be one of integrity and high standards.  I realize that FHA has guidelines, however, as a business and as information of importance, this information should have been shared with all parties as soon as it became available.  Secondly, all items I was told that wouldn't be needed during my initial conversation with Bill O were later requested during the processing of this loan, i.e., no out of pocket expenses, but loan application listed my escrow account and there other charges listed.  I was told that income verification was not required, however, pay stubs were requested.  I was told that an appraisal was not necessary, however, on the loan application, it indicated that an appraisal may be requested at my expense.  
 
I was told during my initial conversation with Bill O on 2/10/2016 that I qualified for the streamline loan.  He reviewed my credit history during that conversation.  The lateness was discussed along with other issues.  He indicated that those issues would not stop me from getting a loan approved under the terms listed and I should go to settlement around 3.10.2016, with my first payment due to Freedom Mortgage on May 1, 2016.  The loan was being processed and I was kept abreast of the processing.  On 3/2/2016, I called Bill O to make him aware of my concerns. As a result, that's when he reminded me again of the lateness. A letter was later received from Bill O dated, 3/2/2016, the same day I spoke to him, denying the the loan.  He indicated that it was  denied due to another credit report that was below the required score.  It appeared that my loan was already approved, It appears that I was scheduled for closure on or about 3/11/206.  My questions are, why was another credit check required after my loan was already approved and secondly, when did your staff find out about the new regulations and when were you'al planning to inform me.  I get one response indicating that the loan was denied due to  a mortgage lateness, however,  Bill O letter indicated that it was due to a credit score.  I would like  yo have my questions answered.  This is bad business practice.   
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.
As long as we do not receive further unwanted offers.
Regards,
[redacted]