Freedom Mortgage Corporation

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 President
Customer Service
Freedom Mortgage Corporation
[redacted]
[redacted]
Phone: ###-###-#### or direct line ###-###-####
Fax: ###-###-####
[redacted]

Mr. [redacted], I am sorry that you had an issue with the January mortgage payment. The rep should have waived that fee as a courtesy. I will issue you a refund that should arrive in about 15 business days. Please let me know if there is anything else I can...

do 
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], I am sorry my answer did not please you but it is accurate and I have no indication that the document in question is being changed. We do consider this matter closed as we have addressed your concerns and you have received your refund.

Ms. [redacted], upon receipt of your complaint I asked the cash department to review the outstanding refund. They advised that a system issue prevented the funds from disbursing. I am truly sorry that this has been so frustrating for you. We have released the funds and a check was issued on 4/28/16 and...

was placed in the mail. If you do not see that in your mail in a reasonable amount of time please let me know by emailing [redacted]Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

[redacted], I do apologize that you had issues with the website. We did have intermittent outages over the last few weeks. I have been advised that those issues have been resolved. If you have any further issues please email me and I will have someone assist you directly*...

[redacted]
*Sincerely [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted] upon receipt of your complaint I reviewed your file with our senior underwriter.  Initially the application was taken and there had been some errors but that was corrected and the was corrected by re-writing the loan but honoring the initial terms. The file was processed and...

there were some delays but the file did go to closing on 11/20. On 11/23 you advised that you wanted more cash out. We told you that the loan would have to go back to the underwriter for re-approval. By that point we needed to verify that all mortgage payments had been made on the primary and investment property. It was determined that you were 60 days behind on the investment property. You did bring the loan current however the delinquent payment history is not allowed per guidelines and the loan has been denied. I am sorry as I am sure that this is not the answer that you would like but there is no other option at this time. If you have any questions please email me at [redacted]
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

July 26, 2016
 
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Ms. [redacted]
 
 
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 as I understand the issue, you entered into a land contract agreement to purchase the subject property at [redacted] and are about 11 months into a 36 month payment plan. I asked that the issue regarding the land contact be elevated to both our legal counsel and Underwriting Manager. Our legal counsel has stated that we can proceed with the land contract as long as it meets FHA guidelines. Our Underwriting Manager has also reviewed the land contract and agrees that we can proceed provided that we obtain a satisfactory pay history for the payments you have made. In addition, FHA guidelines require a 12 month residence pay history. Since you have only been making payments for 11 months, a pay history for your prior residence will also be required to cover the 12 month FHA requirement. Obtaining pay histories for an existing mortgage is a standard practice when processing a mortgage loan. Your processor can provide direction for the best method to document this requirement.
 
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] or direct line [redacted]
Fax: [redacted]

[redacted], Upon receipt of your complaint I asked the cash department to review your account. They found the funds had been applied to the suspense account and not yet applied as a payment and the extra fund to principal. The have since applied the payments and extra principal. If you...

would like a copy of your payment history please email me at [redacted] There was no negative reporting to the credit bureaus for any of the months involved.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I reviewed your account. It seems that on 12/21 two drafts to pay the January payment on 1/8 in the amount of 3000.00 each in error You had called in to have one reversed but it was applied to principal in error. They funds were then reversed on...

3/1 and sent to your bank account. If you do not show the receipt of these funds please email me at [redacted]. I ma very sorry for the how long it took to get this resolved and we will be reviewing our procedures to assure that this will not reoccur. SincerelyRoseanne [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

August 22, 2016     Mr. [redacted]     Re:       Your complaint to the Revdex.com             [redacted]...

  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 delinquent account.   Unfortunately, your mailing address was not in the system data that was moved over to us from [redacted] when your loan was transferred to us on February 2, 2016. The property address is the only address in our system. Please contact our Customer Care department to add your current address as a mailing address for future correspondence.   We have no record of a request for a short sale. Should you wish to pursue a short sale, please contact our Customer Care department for instructions?   Your issue is a civil matter, unrelated to the terms of the Note. The divorce awarded your wife the property but did not absolve you of the debt. As such you are still the obligated borrower under the note and we cannot change any of the credit reporting. You can request loss mitigation assistance which would include a short sale or potential Deed in Lieu of foreclosure. Please call our Customer Care department for more information.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       Joseph P.  Assistant Vice President Customer Service Freedom Mortgage Corporation

August 1, 2016     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 issue regarding the reimbursement of your escrow funds pending your new refinance transaction on 8/1/2016. When your written request was received, it was mistakenly interpreted that you were requesting to pay your own taxes and insurance until paying off the loan. As I review the notes, I see that once the issue was fully understood and escalated to management, the escrow was waived on 7/27/2016, a check for the escrow funds was drawn and mailed to you on 7/28 and delivered on 7/29.   I apologize for the misunderstanding and trust that this issue has been resolved to your satisfaction.   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]

Mr. [redacted], upon receipt of your complaint I asked our QC department to pull the phone call in question. They did so and we reviewed it with Mr. [redacted]'s manager. As a result Mr. [redacted] has been placed on Final Warning and should an incident like this re-occur he will be immediately terminated. I...

deeply apologize to you for his behavior as it is completely unacceptable. We have implemented a new policy that actions such as these will result in termination without warning. Please let me know if I an do anything further for you.  Sincerely[redacted]Senior Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted] upon receipt of your complaint I asked the operations manager to review your file and escalate the processing as needed. They advised that all that was needed at that point was a new payoff and an updated credit supplement. Those items have since been obtained and the loan has been...

scheduled to close on 1/9/16. Please let me know if you need anything furtherSincerely[redacted]

Todays consumers rely heavily on online access for information and to make payments, you would think with this in mind Freedom mortgage would make their website easy to use but they make it as difficult and stressful as possible. I know that no matter what every time I log in I will get an error message and have to change my password or username or both. Its a headache every month and I cant wait to pay off my mortgage not so I dont have payments but so I will be done with this ridiculous and awful company

Mr. [redacted],I am sorry that you feel that you need to cancel the application but per your wishes we have done so. The processors were changed on your file due to personnel changes. You should have been contacted when the change occured and we will review the file and the actions of the parties that...

were involved to be sure that this does not reoccur. Thank you and if you need anything further please feel free to reach out to me at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

July 26, 2016
 
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Ms. [redacted]
[redacted]
[redacted]
 
 
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.
 
First, please allow me to apologize for the delayed wait time you experienced when contacting our call center.
 
Regarding your issue with the fee charged for obtaining a pay-off, most mortgage companies do charge for the generation and distribution of pay-off statements and our fees are in line with industry standards. We have issued the pay-off you requested and have waived our fee on July 18, 2016. This pay-off was issued via e-mail and US mail as you have requested and you have confirmed to me on July 18, 2016 via phone that you have received the pay-off via e-mail.
 
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]
Phone: [redacted] or direct line [redacted]
Fax: [redacted]
[redacted]

Mr. [redacted], I reviewed your account and I show that we have [redacted] for your regular insurance with a premium of 586.00 and [redacted] for Flood with a premium of 481.00. There was a duplicate tax payment and we were waiting on the refund from the tax office before analyzing your account. We have...

found out that the tax office sent the refund to you. If you do not send in the refund so it can be placed back in escrow you will have an escrow shortage. Please email me and let me know if you are sending in the refund. [redacted]
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted] I do apologize for the issue you were experiencing with out account. I reviewed the history and I do see that we reported you as delinquent. We have since updated the credit bureaus and you will show paid as agreed when the bureaus next update. Attached is a letter that was mailed to you...

advising of this dated 6/15/16. Please let me know if I can be of any further assistance SincerelyRoseanne GSVP Customer ServiceFreedom Mortgage Corporation

Mr. [redacted] I reviewed the application we have in process and it does appear that this has been going on for an extended period of time. From what I can tell we did and still do have issues getting a verification of employment from your employer and you also opened up a new credit account on...

12/29 for which we needed to verify the balance. The file is currently in closing waiting on the verification of employment. I have escalated the file to the operations manager overseeing this department to see if they can push this thru to closing.
Sincerely
[redacted]
[redacted]
[redacted]

[redacted], I reviewed your application and I do apologize for the delayed closing. It appears that the closing has now been scheduled for tonight at 6Pm. I am submitting a request for a refund of the late fee in the amount of 95.87. This will be mailed to you in about two week. Please let me...

know if I can do anything further for you at this time
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation