Freedom Mortgage Corporation

Mr. [redacted] please see attached response

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

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]

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

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.

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

October 3, 2016
 
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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

[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]

Complaint: [redacted]
I am rejecting this response because:
My name is [redacted] I filed a complaint I believe in May against Freedom Mortgage, because of issues I had in dealing with them. I tried contacting them several times via email and no one ever responded to my emails.
The complaint:
I was told by my broker that we could not get the loan because of a lien we had on the house. The lien was actually a small business loan. The payments NEVER came out of our house hold account. They always came from the Business account...We showed proof of this.
Finally I received a letter after the complaint it said the following reason is why, and nothing was checked? So very unclear. Our credit scores are in the 700’s so l know credit history is not the issue. So I never did get an answer as to why
we were denied, because they just really don’t have a good explanation.
We were strung along for literally three months. Every time we were ready to close they needed an additional item. We paid out $460 for an appraisal and we would like that money back!
We started everything on Feb. 28 and were denied in May...seems a little long.
Thanks for any help
Regards,
[redacted]

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

[redacted], upon receipt of your complaint I reviewed your account. Payoff charges vary by state and by the type of loan. The fees can not exceed the amount allowed by the state however FHA offers further guidance and they allow for the 1st two payoffs to not have a fee (in a since 12 month...

period). The rep should have said that the payoff fees can be up to 30.00 depending upon the above variables. I would be happy to provide you with a payoff statement. If you would still like one please email me at [redacted] and I will send you on via email.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted] I have reviewed your account and I do not see that you were assessed late charges. When the servicing of a loan transfers the borrower is protected under RESPA for the first 60 days for being assessed late charges or being reported as delinquent to the credit bureaus. It does...

not mean that you do not  have to make payments for 60 days however and that is why you were getting phone calls and letters. The loan was still showing due for December in January. After reviewing your account it seems that you have some additional issues regarding payoff fees and a tax payment. Please email me directly and I will help you get your concerns addressed. [redacted]
Sincerely
[redacted]
Vice President Customer Service
Freedom 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.
As long as we do not receive further unwanted offers.
Regards,
[redacted]

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

[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.
Please note that I dispute the notion that the reason for the loan falling apart was due to the subordination.  That information was supposed to have been requested well before August and Freedom did a poor job following-up on the request and responding to the additional requirements.  I truly believe that, based on the interaction I had with the representatives I was dealing with at the time, the ball was dropped by them TWICE and no one else.
Regards,
[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.

[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]

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?

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]