Freedom Mortgage Corporation

Ms. [redacted], I do apologize that you were
frustrated by the refinance process. When your complaint was received one of
our processing managers reached out to you personally and apologized and
expedited the file which has since gone to closing and has funded. Below I will
address the...

issues you experienced while the file was in process1: My personal loan representative never
returned my voicemails or emails. Upon receipt of the complaint we pulled all
calls and emails between yourself and the loan processor. It was noted that the
processor could use some retraining in regards to being responsive to phone
calls. She did return emails but the level of response to phone calls was not
acceptable. This has been addressed with her and she will receive additional
training. 2: I was
forced to send the same stuff over and over but wasn't kept updated on my file.The
issue was that some of the items requested, in particular the bank statements
were not showing what was needed. The first one did not have sufficient funds;
the second did not show your name. We were not trying to be difficult; we just
have to have the proper documentation in our file3: The closing date was set and confirmed.
The day of the closing at about 1 pm I was contacted by the attorney and
everything was set. At 7 pm when the closing was going to happen I called the
attorney and he said the closing was cancelled and he received notice at 4 pm.
He thought the company called me so that is why he never called me again. The
company never called me or sent me an email. I called my loan officer but they
never answered. I tried their supervisor wit the same result. I tried other
departments and was constantly interrupted during my explanation and was spoken
to condescendingly.We checked our phone records and the
processor called at 4:53 pm on 10/2 and left a message that the closing had to
be rescheduled and that she would call you back on Monday to see what the best
time would be.  4:
The online website to check my status doesn't work. I am not sure what online system you are
referring to but would be happy to have that looked into5: I have had nothing but problems from
this company despite paying promptly.Again I am sorry that this was not a more pleasant
experience and I am available should you need any assistance in the future.Sincerely
[redacted]
Vice President Customer Service

Complaint: [redacted]
I am rejecting this response because:I have no communication with Freedom Mortgage as to if a price increase or decrease of any kind has been made and or a monthly client summary of my account payments. This can cause a non receipt of a check, which would put me in arrears with them without my knowledge, impact my credit rating and accumulate late or lack of payment Fees by Freedom Mortgage to be collected latter with accumulated interest.I spoke with a [redacted], 07/15/2016 a Service Rep for Freedom Mortgage and she could only repeat with what was stated in notification of the status with this claim and no further.I again ask for a "Client Summary" of my account so that I have confirmation of its status, which is permissible and allowed under Chapter 13 legalities. The response was basically no comment, she was nothing more than a "Client Monitor" for Freedom Mortgage.I m currently paying a firm now @$1293.00 monthly for a over a year now without any form of "Client Summary" or status of the account, yet I would be liable and penalized in the future with possible interest or late fees uncollected and escrow not collected during my Chapter 13 payment period.
Regards,
[redacted]

October 12, 2016    
[redacted]
[redacted]
[redacted]
  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 the missing payment.   We have located the payment in the amount of $1,227.50 which was routed to us in error and applied to the incorrect account. We have reversed the payment from the incorrect account and forwarded the payment to [redacted] on 10/7/2016.   Since [redacted] has your account and records, any amendments to your credit must originate from them.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Mr. [redacted], upon receipt of your complaint I reviewed your account. The loan transferred to us on 4/18/16. The payment that you made to [redacted] was applied on 5/3/16. Under federal law you can not be reported delinquent if a payment made to the previous servicer is received by the new...

servicer late. This is explained in both the hello and goodbye letters your received. This is what our representative was referring to. The notice you got is an automated letter that goes out when the system shows that a payment has not been received. We cannot stop those from going out so I do apologize that you found the letter alarming. You have not been reported delinquent nor have you been assessed any late charges. 
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

[redacted] upon receipt of your complaint I reached out to my contact at [redacted] mortgage. I asked for him to confirm if the taxes had been paid. He confirmed on 12/9 that the taxes had been paid and that your escrow account was being analyzed. I am sorry that this situation occured, it seems to...

be related to the sale of the servicing of your loan to [redacted] and is likely an isolated incident.Roseanne G[redacted]Vice President Customer ServiceFreedom Mortgage

Mr. [redacted], as you know I did try to get the approval for you to act as your own contractor but this was denied due to our investors guidelines. I am sorry that we could not have met your request.

Dear Mr. [redacted]:The check never came to Freedom Mortgage as it was sent to Key Bank. You may want to check with your bank but I don't think it can be presented for payment after 6 months. In addition, banks are required to destroy checks after 2 months. Key bank has stated that the check was past their retention period and was destroyed. Thank You. [redacted]
Assistant Vice President

October 3, 2016     Ms, [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] PA 19034

I was sorely disappointed with the Freedom Mortgage Company. My initial contact with [redacted] was pleasant enough; however, when I reviewed the closing paperwork (prior to signing) I found that many of the things we had discussed were NOT addressed. For example, he told me there would be NO closing costs on the refinancing of our loan (that was not true). In addition, when I called to cancel the closing appointment with Freedom Mortgage so that they could alert the notary not to come (this was cancelled 2 weeks prior to the scheduled appointment) I could not reach ANYONE. I waited on the phone for 40 minutes while being transferred from person to person. Finally, I hung up and contacted a lady named Nicole (since I had her direct line) and she was involved in setting up the appointment. Nicole assured me should would submit a complaint to Freedom Mortgage and they would be contacting me AND she also assured me that my closing appointment was cancelled. Once again, not so! No one ever contacted me regarding the discrepancies on the closing paperwork AND she did not cancel the appointment because I received a phone call from the notary the morning he was to arrive informing me that he was on his way. I kindly told him that if he continued to my house, he would not be getting any signatures because I refuse to align myself with a company like Freedom Mortgage who apparently is only there to prey on Veterans. Freedom Mortgage has proven to be unreliable and unprofessional. I would never recommend them to anyone.

[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,
Robert [redacted]

Ms. [redacted], I reviewed the application that you had in process with the departmetn handling the file. It seems that taxes were coming due at the time of closing and the funds in escrow were short the amount of funds needed to pay the taxes. Rather than rolling that cost into the new...

loan balance it was showing as the amount of cash needed at the time of closing.l It is not uncommon for borrower's to have to bring funds to closing when they refinance. Only certain items can be rolled into the loan amount on a streamline refi  and if it can not be included or if the borrower does not wish for the balance to increase then cash will be required at the time of closing. At this time you have withdrawn the application but should you wish to proceed please contact me directly at [redacted] Sincerely,Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted], I am sorry that you are having issues with the payments posting. The PO box is checked every day, it is located at [redacted] our payment processing bank. The process the checks the day that they get them. One issue that could be delaying the posting is if your bill pay service is...

trying to send an electronic payment. At this time we can not accept electronic payments so the bill pay service has to send a paper check and this may be part of the delay. We will be able to accept electronic payment in the future, we hope to have this available by late spring or early summer. I again apologize for your frustrations and have waived the late fees on the account.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

September 20, 2016   Dear Ms. [redacted]: It is my understanding that you have been in touch with Melissa M of our office today. We asked Melissa to reach out to you in order to explain the fees that we waived and the payments due and the amount. I understand that the conversation went well and you are happy with the results.   Thank you.   Very truly yours,   Joseph P.  Assistant Vice President

[redacted], upon receipt of your complaint I reviewed the loan and the request for the removal of the PMI. The loan is eligible for the removal of PMI however you also submitted a request to have the 12,000 principal payment you made returned to you. If we do that then the loan would not be...

eligible for the removal of the PMI. I assume that you want to leave the principal payment and remove the PMI but I ask that you email me a confirmation so I can advise the escrow department on what to do. I can be reached at [redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted], I am sorry that you have had a frustrating experience trying to close on your refinance. The closing figures you were given had been estimates. Typically when we are paying the costs the borrower would bring approx. a payment to closing. We have since re-worked the figures and it shows...

that you were able to close with no cash out of your pocket. I see that the loan has since closed and I am glad that we were able to work this out for you.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation?

January 20, 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 the solicitation calls you have been receiving.   First, please allow me to apologize for the calls you have been receiving. We have removed your name and number from our soliciatation lists. Please note that it may take up to 30 days for the revised lists without your contact information to filter through our organization. If you should receive a call in the interim, we certainly do apologize.   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]
*

This company is crazy. They sent me on wild goose chase for two months telling me everything looks good just some medical bills. They told me just needed the appraisal. Mr. [redacted] called one day demanding my card number. I told him I didn't feel comfortable giving it to him. They had about 6 different people contacting me on this loan trying to get that $520 appraisal fee. I told corporate. I thought that was eel they were after because I contacted appraiser and the fee was $400. Freedom kept insisting I pay the $520 that was all they needed to refinance the loan. I told them I was a single parent and could not afford it. Needless to say after a couple of weeks I paid it. They had one of their [redacted] creditors call me and he called every medical place while I was on the phone. He never told me he was calling everyone to see if I owed them. I told him my state taxes are garnished each each to pay these medicals bills. Finally this [redacted] guy said, rudely have a nice day and hung up. I not only got a denial letter from. Freedom Mortgage. They also sent a virus with their documents. Now I left to clean up both messes. What a deceiving I would not call them a company. A bunch of cons and scamers,. BEWARE!

Ms. [redacted], I assume that since you and I corresponded and your refinance has since closed that this issue has been resolved. Roseanne GVice President 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 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.
Regards,
[redacted]