Freedom Mortgage Corporation

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

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

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.

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

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.

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

Ms. [redacted], upon receipt of your complaint I asked my cash department to look into the missing payment. They advised that they received a wire from Loancare Servicing on 7/5/16 which included the payment that had been sent to them in error. The payment was applied to your account the same day....

We are updating the credit bureaus to reflect the June payment as on time and not late. Please let me know if there is anything else I can do for you. Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

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

Complaint: [redacted]
I am rejecting this response because:
Where are the funds that were sent?See attachment .
Regards,
[redacted]

Mr. [redacted], upon receipt of your complaint I asked the escrow department to review your loan. They advised that the $9.34 that you sent in for the shortage was applied to principal in error. We have reversed that and applied it to the escrow account and have reanalyzed the loan. The shortage...

is gone and your payment is 1298.51. A supervisor has tried to reach you to go over this with you and will continue to try and reach out.
Sincerely,
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

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.

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]

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]

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]

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

January 3, 2017
 
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[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 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:No this is not resolved and had I benn able to open your last noticeI would have responded as I am not satisfieid and they need to learn how to add! how can there be so many complaints against this co for the same reason if they are not true  
Regards,
[redacted]

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.

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

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