Freedom Mortgage Corporation

August 9, 2016
 
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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]

Mr. [redacted], upon receipt of your complaint I reviewed your account. I know that you state that your bank has sent proof of the payment but to date we do not have that. What we will need is the back and front of the cancelled check. If the payment was made via ACH then we would need the back and...

the front of the banks check as we can not take electronic payments at this time and therefore your bank would have had to send a check. You can email the proof to me if you like at [redacted] and I will send over to the cash department. Without proof from you we will be at a standstill as we can not locate a payment that we do not have proof that we received. Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:First of all there is not a comprehensive action plan identified by Freedom Mortgage.  There are no associated dates for action completion.  How will Freedom Mortgage rectify the situation in regard to my mortgage refinancing as the error was their issue? I have attempted to initiate a dialogue with Freedom Mortgage but there is in my opinion and experience a lack of accountability and customer service.   I will now file a formal complaint with the Attorney General's Office of the State of New Jersey.    Thank you.
Regards,
[redacted]

[redacted], Upon receipt of your complaint I asked [redacted], a customer service supervisor to contact you. Over the course of a
number of days he reached out and left messages, you called back but he was not
in and in the end I do not believe you ever connected. The website was...

having
some issues and in addition approximately 30,000 new loans were boarding our
system. This overwhelmed the phone lines and caused disruptions on the website.
I do apologize that this caused you distress and that you were not able to get
the information needed. Your taxes were paid on 10/6. If you would like the
history please email me at [redacted] I do not see that there any late charges and there was no negative credit
reporting. Payoff statements were generated and sent on 10/16/15, 10/21/15 and
10/22/15 and the loan paid off on 11/4/15. As for the year end statement, those
are not generated until year end and are mailed out the borrowers. We cannot
provide one earlier than that I am afraid.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage corporation

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] upon receipt I asked the payment processing and cash departments to review your issue. Below is the information that provided in response to your issue:
The borrower’s have used the following account numbers to draft their payments.
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[redacted]
[redacted]
 
Seems that when the spouse called in to make a payment on 4/28/14, she cancelled and said that she didn’t have the account number on her, so the draft was deleted (as shown below on 4/28/14 on [redacted] screen). The amount indicated on the bank statement is not the same amount listed on the system for 4/28/14.
 
[redacted]  [redacted]  [redacted]
                                       DELETE TODAYS MAINTENANCE
[redacted]  [redacted]  [redacted]
                                       REQUESTED BY
                                       PHONE NUMBER
                                       ACCT NUMBER    [redacted]
                                       DRAFT AMOUNT           [redacted]
 
Also according to the information the borrower sent to us, it’s looks that the transaction was a transfer transaction / share adjustment for [redacted] for account number [redacted] According to the document they sent to us, it seems they were transferring money from one account to another and put the reason/memo as Freedom Mortgage because the “Type category:  states “Transfer”. The payment they are stating that we took from their account is different than the account number listed in the system on 4/28/14. The payment on 4/28/14 never occurred (different account# and different amount) which is the reason we cannot locate the payment.
·         Account number listed on the documents is [redacted] and this account was last used on 3/28/14.
·         The account number listed in the system on 4/28/14 is [redacted]
[redacted]
[redacted] 
Freedom Mortgage Corporation

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

My mortgage was sold to freedom mort. I immediately set up the automatic withdrawls. Their website won't allow you to make principal payments ONLY, you have to make a regular monthly payment in order to make a principal payment....but they already take my payment every month. If you call them to make the principal payment they charge you $15. The only way to do it at no cost is through the mail. So I tore off the statement stub, crossed through the "monthly payment", escrow" and "interest" lines and left ONLY the PRINCIPAL payment with the amount of the check and "PRINCIPAL PAYMENT" on the check. When freedom mort. received my check, they used it for the next month's payment and very little went towards the principal. I called when I noticed it on their website, and it has been almost a week and they still haven't rectified their mistake. I have sent 1 email a day and they won't reply. I called again this morning and the customer service gal said it should be done sometime today. This company must hire illeterates or non English reading employees. I have asked repeatedly to have their IT people update their site so we can make PRINCIPAL PAYMENTs . They told me for months that "they're working on it". BS. It can be done over night IF they wanted it done. They just want to charge people to take their money. This is a terrible mortgage company but we didn't have a choice, our mortgage was sold to them. If at all possible, do not do business with this company.

November 14, 2016     [redacted] 48418   Re:       Your complaint to the Revdex.com   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 your mortgage application.   First, please allow me to apologize for the delays in processing your mortgage application. We did find areas where we could have provided much better customer service to you during the process and we are addressing those areas.   Currently, we are trying to obtain a corrected FHA case ID as the county code on file is not being accepted by the Federal Housing Administration. In ordered to do this, we are trying to get a copy of the Deed of Trust. We are working with Ocwen to obtain this so we can summit your loan to Underwriting for a final decision. The Manager working on this is Arvind [redacted] and he can be reached at ###-###-####.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       [redacted] Assistant Vice President Customer Service [redacted] Marlton, NJ 08053

As a licensed agent I have received a Pre Approval from Freedom Mortgage - I was representing the seller - this mortgage company does not review their clients properly - therefore the escrow had to be cancelled at 29 days of a 30 day escrow. Costs were incurred by the sellers and the buyers and both the loan officer and the regional manager were not forthcoming that there were issues until the file should have closed.
I can quite see why the rating is so bad. They are very unprofessional in their business dealings and there are many loan officers and managers that will treat their clients respectfully - stay away from this company unless you want a rough ride.

Complaint: [redacted]
I am rejecting this response because:
I'm surprised why I've to wait for another reporting cycle for getting it fixed. If they can send the delinquency notification over night, I expect a similar swift action when they realize the mistake is at their end. I'd like to leave the complaint open until the issue is completely resolved, i.e. letter in writing to me from them confirming their erroneous reporting to the credit bureaus and the current status of my mortgage account. And what's the compensation they offer me for the time I wasted so far even though the mistake was not at my end. Also, since Escrow account shortages were highlighted, I would like to let them know that I'm disputing there Escrow calculations (mailed in Jan 2016) as the calculations are not accurate because of the same lapses/misses by their accounting department. I've sent an email to the customer care with a detailed analysis of my Escrow account and the expected Escrow balance, including the documentation supporting my analysis. Waiting for a response to my email.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Shouldn't my payment be re-adjusted or shouldn't there be an escrow analysis since there is now an excess in my escrow account? My payment was initially raised to cover the shortage in escrow, therefor there should be a payment adjustment as I shouldn't be paying as much into my escrow. 
Regards,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because: I want a written letter mailed or as PDF emailed or provided to me with all contact information from someone, their name, address, email and phone number. I am requesting this because if I do get another mailing I have someone to directly contact.
Regards,
[redacted]

MR. [redacted] our legal department does not agree with your position and further the IRS document itself does not require any input in that box. We will not be changing the statement

Complaint: [redacted]
I am rejecting this response because:The tax dispute has not yet been resolved, they are just saying it will be completed. Two things need to happen; the confirmation number of the tax refund sent via mail or email to [redacted] The other item, our credit reports need to be updated, we should not be showing late payments as a fault from their business practices. Once these items are taken care of we can accept their response.
Regards,
[redacted]

Ms. [redacted] I apologize for the miscommunication. We cannot defer the payment of the appraisal until after underwriting because the appraisal has to be completed before the loan is underwritten and the fee is typically not refundable. However under these circumstances I will refund the fee. It will...

be credited back to the credit card you used when you paid for it. Sincerely[redacted]Freedom Mortgage Corporation

Dear Mr. [redacted],We are in receipt of your complaint and are happy to respond to your concerns. Upon receipt of your complaint, I reviewed the history on your account. We acquired your loan from [redacted]. At the time of closing (1/5/15), 1 year’s premium was paid on the HUD in...

the amount of $1496.58 to your insurance company. The loan was set up on our system with the next due date for payment of the insurance premium being 12/19/15. In November, 2015, it seems that there was a balance owed on the current policy and in addition , our insurance vendor received a policy with a premium showing due in the amount of $1897.10 in error . They disbursed the $1897.10 and then realized that all they needed to pay was the balance owed of $190.42. They reversed that disbursement and deposited the funds back into escrow and paid the $190.42 to the insurer on 11/19/15. The insurance information was then updated to reflect the proper premium which was $1687.00. The loan was analyzed on 1/5/16 and because the premium that had been disbursed came back into escrow as a refund, the system advanced the next due date for insurance and that is why the system showed in error that you had a surplus in the escrow account and that insurance was not due. The escrow processor should have researched this further before analyzing and the insurance vendor should have obtained confirmation that the renewal still had to be paid. Both of these issues are being addressed with our staff and the vendor’s staff. The renewal was sent via overnight mail on 2/4/16.It appears that you have sent in the escrow refund and it has now been applied to your escrow account and the insurance is in force. We believe this matter has now fully resolved and we apologize for the inconvenience. If you have any further questions or concerns, please do not hesitate to contact me.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage[redacted]
[redacted]

Dear Mr. [redacted], I have notified our Loss Mitigation department and they will be reaching out to you via e-mail so we can expedite the modification process. Thank you. Very truly yours, [redacted]Assistant Vice President

MR. [redacted], I do apologize that you are having issues with the payment posting prior to the late charge date. We have removed the late charge that was charged against your account. Please let me know if Ican be of any further assistance.[redacted]Vice President Customer ServiceFreedom...

Mortgage Corporation