Freedom Mortgage Corporation

[redacted], I apologize for the frustration you experienced during the processing of your refinance. All activities that took place are being reviewed at the highest level. We escalated the file and my understanding is that the loan has closed. There was an issue with the settlement statement that...

is in the process of being fixed and your loan is set to fund tomorrow. If you need any further assistance or would like to discuss this personally I can be reached at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation?

Mr. [redacted], I address the [redacted] bill as I was only aware of that issue based on the complaint. PLease email me and provide me with information in regards to the issue with the real estate tax. I am in Freedom Mortgage's corporate offices and not at [redacted] servicing so I can only address what your provided in your complaint but will be happy to assist with the other issue once I understand what it is. [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

August 11, 2016
 
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[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 automatic withdrawal. I have confirmed that we have returned the sum of $[redacted] to your bank on August 9, 2016. The funds may not available in your account on that date as it is up to your bank to release the funds back to you.
 
I apologize for any inconvenience this has caused.
 
If you have any further questions or concerns, please do not hesitate to contact me.
 
 
Sincerely,
 
 
 
[redacted]

Dear Ms. [redacted], upon receipt of your complaint I asked our tax department to review your concern. They advised that they had previously sent a request to our tax service vendor to address both delinquent taxes but it seems that they had only taken care of the Tarrant County payment. They...

apparently missed the fact that Denton was also due. WE reached back out to them and opened a new task for them to research and pay the bill. This was completed on 4/12/16 when they disbursed 3507.79 from your escrow account and then they paid the penalty and interest in the amount of 385.85 as they we the cause of the second delay. Initially these should have been disbursed in November by [redacted] before you loan transferred to us. Please let me know if I can be of any further assistance and I do apologize that this took such great lengths to be resolved.Sincerely
[redacted]
Vice President
Customer Service Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
I paid 500 to pay all of last year's and most of this year's in advance, your processing dept FAILED  to credit it to escrow shortage and rerun the analysis reflecting the  payment.  It took until mid JUNE to get that fixed. The monthly payment should have gone up about $12,  however due to the ongoing incompetent staff on the phone banks nobody will listen to common sense. You're charging an increased payment of $54 even though I Paid the ENTIRE shortage and most of the anticipated shortages  for this year in January 2016.  The phone staff is RUDE refused to help without payment in some calls, others They hung up on me, or I got frustrated hung up on them.  I HAVE BEEN PROMISED RETURN CALLS REPEATEDLY THAT HAVE NEVER COME. 
Regards,
[redacted]

Ms. [redacted], I do apologize that you request to cancel the application was not handled as quickly as you had wished. The file has since been canceled and is not longer in process.Sincerely,[redacted]Vice President Customer Service

Ms. [redacted] upon receipt of your complaint I asked the servicing department to review your concern regarding the credit reporting. They advised that they have removed you from credit reporting. As for the late fees, the payments are applied the day that theya re received there is not...

any delay once the payment has arrived or paid over the phone or via the website. 
Sincerely
[redacted]
SVP Customer Service
Freedom Mortgage Corporation

[redacted], upon receipt of your complaint I asked our processing area to research the issue with the closing disclosure. They advised that you had elected to receive the closing disclosure electronically. One was sent to you in that manner on 12/10/15 but it has never been opened. Additionally...

we pulled phone calls between yourself and our staff and we never refused to send you the closing disclosure. On 12/9 at 4:04PM Kerry Frysinger sent you a copy of the initial and final closing disclosure. Your loan has since closed and funded so I assume that you agreed with the figures. As for the credit reporting, FISERV, the vendor whose system we use for our loan servicing functions, reported a number of loans to be in forbearance in error. This occurred at the end of October and was corrected within a few days. The loan is not reporting as having been in forbearance. Sincerely [redacted]Vice President Customer Service Freedom Mortgage Corporation

Dear Ms. [redacted],
Please note the next to last line in my previous response that we have amended your credit so our reporting to the credit bureaus will not show you as late for the month in question.
 
Thank you,
 
very truly yours,
 
[redacted]
Assistant Vice President

Ms. [redacted] upon receipt of your complaint I asked the servicing department to review your concern regarding the credit reporting. They advised that they have removed you from credit reporting. As for the late fees, the payments are applied the day that theya re received there is not any...

delay once the payment has arrived or paid over the phone or via the website. Sincerely[redacted]SVP Customer ServiceFreedom Mortgage Corporation

Mr. [redacted] the current shortage is because last year we paid your taxes in January but this year it is scheduled for December, making it paid one month earlier. This caused the shortage. In the interest of good customer service we will pay the shortage, which is 331.53

FreedomMortgage.com -- What a horrendous website. My loan was transferred a year ago from another mortgage company, and I have tried unsuccessfully for the past 13 months to pay my monthly loan amount online through their website. The usability is deplorable and the customer service reps who take your call are not trained to handle these issues. Unfortunately, I didn't have a say when my mortgage was transferred to this awful company who's online terms are the worst I have seen in my entire life. I'm surprised they received an A, but see now that they have 82% negative reviews, so perhaps Freedom Mortgage pays for the A rating. What a joke of a company, a website and a business. Shame on you Freedom Mortgage.

This company has been nothing but a headache I refinanced with what I thought was going to be [redacted] and somehow ended up with Freedom at the end of January. First issue was somewhere in between my house insurance which is supposed to be escrowed in was not paid, so I had to pay that out of my pocket which never was acknowledged by either, at first I brushed it off due to supposedly it being sold. But then I'm being contacted saying my escrow is short, so I pay the amount its short, now they are raising my monthly payment more saying escrow is still short. This is ridiculous because all of this has gone on over the period of 4 months by the time it officially closed. Customer service seems unwilling to work with me and even though I have complained they did not even look into it before taking an automated payment from my account for more than I authorized at the begining. I am disappointed in the lack of courtesy they show to their customers, and that it appears they are not interested in customer loyalty.

January 3, 2017
 
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[redacted]
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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 two fees for pay-offs.
 
[redacted] requested pay-off statements on your behalf via fax on 11/22/106 and 12/6/2016. Each time a pay-off is requested, a $30.00 fee is incurred. During your call with our agent, you were informed that signing the consent from with [redacted] gave them permission to request a pay-off on your behalf. 
 
We have credited the $60.00 to your escrow account but please be advised that any future pay-off requests will incur the $30.00 fee per request.
 
If you have any further questions or concerns, please do not hesitate to contact me.
 
 
Sincerely,
 
 
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: ..it is pointless. There is no way to get anywhere with Freedom Mortgage Corporation. (I don’t write that out of anger, I write this because of many months of experience that I made with this Corporation, so I see myself in the position to definitely make this statement. I spent many (and I mean many! I have several witnesses for that) hours on the phone trying to get everything resolved. Just to ensure that the Freedom Mortgage Corporation is understanding my experience with their Company. In October 2015 Freedom Mortgage notified me that they were going to be taking over the loan on 1 November 2015 starting from [redacted]. I took the initiative to call the mortgage company on 22 October 2015 to let them know that the mortgage they are taking over had a claim open with the [redacted]. I was told at the time that there was nothing they would be able to do because the Mortgage Company did not have the loan yet and would have to wait till after 1 November in order to take care of the issue. After 1 November 2015 I called again to Freedom Mortgage Corporation to let them know that I needed help dealing with the [redacted]. I asked for a fax number to the Mortgage Company to send them the Claim packet filed with the insurance Company. I then spent $104.00 to Fax a very large Document explaining the damages on the house. [redacted] had already had all of this documentation prior to Freedom Mortgage pulling the loan back from [redacted]. [redacted] was servicing the loan for Freedom Mortgage Corporation. On the original documents from the Adjuster, the original amount of the payment was going to be approximately $106,974.74, which was not acceptable. The Insurance Company ([redacted]) adjusted the amount up to the amount of the first settlement check for $129,950.69, which was issued at the end of January 2016. At the same time that I signed the Proof of Loss Another claim was opened with the [redacted] for additional money to cover the rest of the house. I had to get Congressman [redacted]’s staff involved to get the settlement that was finally reached for $177,440.00 which was the max for the Policy on the house ($47,449.31 is the amount of the second check). While going through this process with [redacted] I had asked Freedom Mortgage Corporation to stop all insurance on the house. This occurred in December 2015 on or about the 18th, Freedom Mortgage Corporation stopped the payment for the Hazard insurance stop from being paid. At that time, I was not informed of a requirement to carry insurance on the unpaid balance of the loan. I did not find this out until I was given notice that I would have lender placed insurance put on the home. I immediately called Freedom Mortgage Corporation to dispute the need for insurance on a house that was destroyed in the flood. I was then transferred to the Insurance department of Freedom Mortgage Corporation and told that I did not have a choice in the matter I have spoken to the Loss Draft Department of Freedom Mortgage Corporation about this matter. I have been told that I would get a call back from supervisors in the Corporation (this was a joke because the calls were rarely returned by a supervisor) and when told to call back to their extension it would not exist. On 17 February I requested forgiveness for the remaining balance of the loan because I had not received any word from the Insurance that they were going to make any additional Payment. I wrote a Letter explaining that there was an additional claim on the property for more money but was not sure as to the amount that was going to be paid. In that letter I explained that the Escrow ($6,238.00) and the check for $129,950.69 be used as payment for the loan. The total of this payment would have been $136,233.69 ending up with a remaining balance of $26,244.00. In the mean time I am still not living in a house, my family and I are living in an RV trying to finish a house that we bought as a project house prior to the Flood. Because the Mortgage Company refused to work with us on reducing the payment on the loan to reflect just the Principal payment without the Escrow money added to the amount. The way my wife and I have been treated through this whole process has almost caused a large rift in my family.  As far as I am concerned I have done all the foot work to ensure the Mortgage Company gets their money. I need to also make a statement about the way this company has harassed me about payments on the loan I have been called every other day last week asking for payment and every day this week asking for payment. I have informed the Mortgage Company of my intentions of taking this to court if this is not resolved. If this is to go to court, I will be asking for far more than what is listed below. Be informed that I have already consulted with a Lawyer on this matter and am ready to escalate this. I will write the letter but this is what needs to happen All interest from 20 May 2016 to present, all forced insurance charges, any fees assessed on the account for being late along with reversing all credit reports submitted against me need to be corrected. I feel that this is the minimum that will be acceptable. The amounts that have been charged are as follows: Forced Hazard Insurance $1641.00                                       $284.00 Late Fees                        $39.88                                       $12.36                                       $28.40 ESCROW                         $6839.00 Remainder after the loan $47,449.31-$31,724.00=$15,725.31 Total:                              $22,928 And until I am assured by Freedom Mortgage that this is met then I will write the Letter requesting these things listed above.  Regards, [redacted] Since the above response has been written the Mortgage Company still refuses to take the forced insurance of the amount also they have sent me more paperwork to fill out in regards to why I have not made any payments on the loan since the 20th of May. I have had more fees added to the account and more forced insurance. The total of the Forced insurance is $1641.00 + about $280.00 which still bring the total to $22,687.75. I will be able to verify the numbers once I get back to my house this evening. There is also the matter of the interest charged on the account since the 20th of May 2016. This matter needs to be resolved for no less then what is stated above. The mortgage company has had the payment since 20 May 2016. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I don't want the amount we are supposed to owe forgiven, I just want he amount refinanced back into our current loan so I can continue to make payments, because I cannot come up with over $5,000 because of things that happened that was out of my control. Also I cannot get in touch with the loss mitigation department right now because I am deployed and cannot make calls out of country. I have tried emailing them multiple times and I haven't gotten a response. I have also emailed the us toner care team and given all of my information, and explained how I cannot call because I am deployed and they respond back with a generic email saying they cannot confirm my information and they tell me to call. Also I submitted a loss mitigation package before I left and they sent a letter a couple weeks later saying they need documents that I filled out and mailed back to them. I do not know what to do when the customer support will not work with me at all. It is putting me in more debt and causing me to come closer to foreclosing. I don't understand why Freedom Mortgage treats customers like this, and especially military. 
Regards,
[redacted]

I refinanced my mortgage and it got sold to Freedom Mortgage. I sent in my first payment via my bank on 09/23/16. Freedom Mortgage cashed it on 10/03/16. Then I received a notice of non payment. Since October and continuing on, I have made numerous calls and sent faxes and emails to customer care showing the cashed check. I continue to receive notices in the mail of my non payment. Today, I was told that it would take up to December 15 to resolve this issue. I don't understand why! The check clearly stated my loan number.

They bought my FHA streamline immediately after refinance. A few things stuck out immediately:
- Their website has two tiers, two separate logins, before you can get to your mortgage. Just kind of crappy.
- You cannot schedule weekly automated payments. Minor
- no paperless service. "In the plans" they said, a year ago.
Since then, I've had two more major issues.
First, they didn't pay my homeowner's insurance, despite having the information and collecting the escrow for the payment. I called to get it sorted out, and spent several days on the phone between them and the insurance company. Was told we are all good, payment going out.
Deadline came and no payment received. I had to call again and fight my way through more ineffective people to get an emergency same-day payment out to prevent a lapse in coverage. The company is remarkably poor at left hand/right hand situations, and gave zero follow through.
Other big issue is the constant spam. My property is 'upside down' or underwater - I owe $98k, its worth maybe $65k. This is factual and easy to prove. Despite this, I get near CONSTANT ads from Freedom - Cash Out Now! Use all that equity you have! At first it was just annoying letters every month, but now its high-priority cardboard USPS mailers from New Jersey every two weeks.
I've called 6 or 7 times - remove me from this list. do not contact. I've expressed that this is useless - I do not have equity, I have nothing to cash out. There is no reason to bombard me endlessly. Despite all these calls - several confirmed and noted in my file all over their system - I still get these every week or two.
In summary, Freedom's services are archaic - poor website/interface, no paperless options, constant spamming and harassment, inability to fulfill their own escrow responsibilities without constant prodding, terrible data management, sub-par service all around. I am honestly considering cashing out part of my retirement just to be rid of these clowns.

This company is by far the worst to deal with! They NEVER pay my taxes on time and push you around to a different person each time. I'm suppose to trust this bank with my money and they cant even pay my taxes on time. I called in once before to have this issue resolved and now I'm dealing with it again. THEY ARE HORRIBLE! I wish it was easier to switch banks.

Ms. [redacted], I have reviewed your complaint as well as the application that was in process. It seems that you could not provide what our underwriters needed to complete their review of your file. You advised the processor on 2/18/16 that you would not and could not provide what was requested in...

order to move the file forward. The application has been withdrawn. While we do not feel that there was any delay or error on our side in the interest of good customer service we will refund you the appraisal fee. It will be mailed out via regular mail in about 10 to 15 business days.Sincerely[redacted]Vice President Customer Service Freedom Mortgage Corporation