Freedom Mortgage Corporation

Mr. [redacted] I do apologize for what must have been a frustrating experience. We are reviewing the interactions between you and our staff and will send those individuals for additional training as needed. To address your question about the late charge, there was on assessed on the payoff statement...

because the loan was due for the January payment when the payoff was run and the good thru date was after the late charge date. Your loan paid off on 1/15/16 and you were not charged nor did you pay a late fee, the amount collected for it on the payoff deposited into the escrow account along with some additional interest the title company sent, the total amount was 307.54. This was combined with your escrow balance and a total of 2011.11 was refunded to you on 1/29/16 (within the 10 business days allowed for the refund of an escrow account).I am attaching [redacted]'s year end statement as well as a copy of our January statement which included our year end statement. Between the two you will have all interest and taxes paid in 2015. Please let me know if I can be of any further assistance and again, I am sorry for the frustrations you experienced
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

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 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]. I do not agree with the explanation but consider the case closed. I will refinance with another company.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Your claims are not entirely accurate. Our case was not closed in October due to our paperwork being over 90 days old. We sent every paper requested by our assigned loan officer within the same week it was requested. Some of it was sent twice, because even though she confirmed that she recieved the paperwork she later said she didn't have said paperwork. We were not told until the end of December that our paperwork had expired and we must restart the process. Our paperwork expired because Freedom employees didnt make a good faith effort to keep in contact with us and because Freedom employees repeatedly lost our paperwork. After the last requested paperwork was sent at the end of September 2015, it took until December for us to finally get in touch with someone who would speak with us about our account. We were repeatedly told to leave messages and someone would call back. Freedom employees take weeks to finally return calls if they return them at all. Trying to get a question answered via the phone takes hours, I usually have to call 3-4 times before I am transferred to the correct department, sometimes Im hung up on completely or left on hold indefinitely. Our case has been switched from person to person to person, so much so that on the rare occasion I can get through to our assigned point of contact they often are of no help because they arent up to date on our case. We have done everything asked of us, the delay of our case has been entirely at the hands of Freedom's employees. 
Regards,
[redacted]

[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 the open mortgage on your credit report.   We have notified the credit bureaus that your loan was transferred. You may refer to the following conformation when speaking to the credit bureaus:   [redacted]   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]

Ms. [redacted], Upon receipt your complaint I reached out to [redacted] They advised that you had provided them with a trace number for the payment on 3/9/16. They researched and located the funds. A check in the amount of 820.00 was sent on 3/25/16. As of 3/30/16 it has not...

been cashed. You should receive the check this week but if you do not please contact me at [redacted]Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

[redacted], upon receipt of your complaint I asked the sales manager to review your file. He explained that the loan officer was new and that your loan had been taken out on 4/13/2009....

To determine the up front MIP costs on a loan the loan officer puts that date into the FHA calculator which adds 30 days to that date to determine the endorsement date. The endorsement date determines which version of FHA’s up front costs to use as they have changed their guidelines a number of times. Adding 30 days to 4/13/09 gives an endorsement date before 6/1/2009, the date that FHA increased the up front MIP costs. When the FHA data was later reviewed it was seen that your loan was not endorsed within 30 days of the closing (which is very unusual) Your loan was endorsed after 6/1/2009 and therefore subject to the higher up front MIP. This was a simple mistake not any attempt to bait and switch as the MIP isn’t payable to Freedom it’s payable to HUD and not subject to change. As a courtesy I am having the credit inquiry removed from your credit report
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted], I do apologize for the frustrations you had with our servicing area. My understanding is that you have been working with my associate Marlene [redacted] who has interceded on your behalf with the escrow department. She advised me that she has gotten the penalty you paid deposited into your...

escrow account in the amount of 201.84. This was paid by the tax service as it was their error in not paying the bill on time. The account was analyzed effective 2/1/16 and there is a surplus of 3053.12. This will be automatically released in 10 business days and mailed to you via regular mail. Please let me know if we can be of any further assistance.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

[redacted], upon receipt of your complaint I asked the processing area to review the file. It seems that there was a large degree of difficulty obtaining the subordination agreement from your second lien holder and once we were communicating with them they had added some additional requirements....

The application was eventually closed for incompleteness on 9/28/15 as we still did not have the subordination. We did finally obtain it on 10/5/15. The loan would have to be re-written since it was closed out. I asked the loan officer to reach out to you to see if you wanted to proceed but I was told that a message had to be left and I see no other action on the file. Please email me if you would like the loan officer to call you, [redacted]Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

[redacted], Upon receipt of your complaint I reviewed the loan history. It seems that you have had issues logging into your account or recreating one for some time. I have asked a representative to contact your directly to assist you. In the meantime I will refund the phone payment fee you paid...

when you made your last paymentSincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted] upon receipt of your complaint I asked our underwriting manager to review the file that was submitted to us by your broker. It appears that the broker submitted the required documentation in a piecemeal manner. Each time it was submitted to underwriting we had to go back to the broker for...

more information or an explanation of what had been submitted, this file was reviewed by underwriting 6 different times after the initial review. Each time there was missing information or only partial responses to requests for information. We can only review what we are given and then ask for what ever additonal information is needed. We kept this file open until 1/13/14 when your broker called in and advised us to cancel the file, he gave no other reason as to why. The loan was still locked and the interest rate at that point was 3.375. In light of your complaint I will be refunding to you the appraisal fee but that will be the extent of the compensation we are prepared to offer in light of the incomplete submission on your behalf by your broker. [redacted]
[redacted]
[redacted]

Mr. [redacted], Upon receipt of your complaint I reached out to our servicing department and asked them to review the call and also reach out to you and apologize and assist as needed. They made contact with you on the 20th and apologized and advised that issue would be addressed directly with the...

employee with whom you spoke. You advised that it was not a good time for you to take the call so the Manager provided you with his contact information should you need further assistance.  PLease let me know if you need any further assistance at this time[redacted]Vice President Customer ServiceFreedom Mortgage Corporation?

Freedom Mortgage refused to pay my property taxes on time from my escrow account - even with plenty of money in my escrow to cover the cost of my taxes.
Called customer service, they would ask me to send an email to forward to their tax department. No response for 3 weeks. Called again, same process, no response. Finally paid my taxes out of pocket and called to demand the closure of my escrow. Still waiting on a response to my request to close my escrow.
From my experience, very poor customer service.

Dear Ms. [redacted], I further researched your complaint. When your pay off was issued, the amount of the pay off included $267.49 for escrow to account for upcoming expenditures. This $267.49 along with your escrow balance as of the date of the pay off in the amount of $908.65 (total: $1176.14) was needed to pay your hazard insurance ($,1083.00) and your PMI insurance ($162.14) (total $1245.14). This leaves a deficit of $69.00 which Freedom Mortgage absorbed in order to the pay off of your loan. Therefore no refund is due to you. However, as a courtesy will be sending you a check for $200.00 for any inconvenience this has caused.  Thank you.Very Truly yours,[redacted]Assistant Vice President  [redacted]

Mr. [redacted],Please be advised that you have been removed from all marketing and mailing lists. You will not receive any future solicitations.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

[redacted], I am sorry you were having difficulty setting up the account online. When I received your complaint I asked our customer service manager to have someone reach out to you and assist you with setting up the web account. He did so and they reset the security questions and password and...

you now have access to the account online. Please let me know if I can assist you in any other way[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] upon receipt of your complaint I asked the cash department to review your account. They advised that you have auto draft set up for February and you also made a payment via the phone or web the same month. We reversed the extra payment and sent it back to your bank on the 24th. Please let...

me know if there is anything further that I can assist you with.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted],Upon receipt of your complaint I reviewed the loan closing documents and it appears that the title company included the [redacted]/** tax as part of the real estate tax.Hence it ws included in your escrow payment. Since this is a utility bill it should not have been included...

in the first place by title. We have removed it from escrow, the new payment Effective 6/1 will be 2007.78 and you will be getting a check for the overage in the amount of 200.80. We have also waived the late charge that was assessed on your account. Please let me know if I can be of any further assistanceSincerely[redacted]   Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted] I am sorry that you did not have a good experience with you refinance application. We will review the actions of those involved with your file and take action as needed. You appraisal fee was refunded to your credit card on 6/25/15. You should be able to see that credit at this time. If...

not please contact your credit card company to confirm a pending credit.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted] has worked directly with Freedom and the issue has been rectified.
[redacted]
Freedom Mortgage Corporation