Freedom Mortgage Corporation

We have been with freedom mortgage for the past eight months, not by choice. In the first five months they messed up on two of our mortgage payments stating that they never received the check so We would make payments over the phone and the next day the check would come through our bank account. We knew our escrow was already messed up due to our refinance. So in November 2015 my husband called and asked specifically what needed to be written in the memo box on our check in order for this money to go into our escrow account. They stated to write "escrow only" in the memo box on our check. So in November 2015 we wrote a check for $2000 and mailed it in for "escrow only". Two months later we called in just to check and make sure because we noticed that there was an extra payment on our account that had been made. The $2000 that we mailed in for escrow only was added in as a payment which then made us negative for our 2015 escrow. We would call and call and call to get this straightened out and during that time no one, no Manager, no supervisor, no one could tell us where that $2000 went. We kept calling and would get put on hold for over 45 minutes and then get kicked off the call. We would be told someone higher up would be giving us a call and they never would however in their notes they would state that they did call us but they would never leave a message . We never showed any record in our phones and our phone accounts that there were ever any calls made to us from them. We then received our new mortgage statements for the year. Our payments went up over $800 a month!!!!!!!!!! This past month when I received our statement in the mail it finally showed that our $2000 check was added into 2016 escrow account. It still has not been fixed and put into our 2015 escrow. Today I called and just let the lady know that someone needed to call us back because we now have our attorney involved and she kept asking me who we planned on suing. I told her we are not suing anyone just taking them to court so they can finally provide the information that we have been asking for . She states , "well I guess we will see you in court then". They are now double taxing us for 2016. We should be paying $439 a month in taxes but yet they show it to be $895. THIS COMPANY IS A COMPLETE FRAUD!!!!!!!!!

[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]

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], and find that this resolution is satisfactory to me.
Regards,
[redacted]

My mortgage loan was bought out by this company and all I can say is AWFUL. Issues ranging from not being allowed to make payments online (forcing me to pay a phone charge) all the way to failing to provide documents (after asking more than multiple times) so I can refinance my mortgage with a more worthy company. Also very delayed response time with any inquiry I have had, if getting any response at all. The customer service is beyond poor. Representatives having a bad attitude and failing to even allow me to speak with a manager. The list goes on and on.

[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]

Complaint: [redacted]
I am rejecting this response because:
First of all there is not a comprehensive action plan identified by Freedom Mortgage.  There are no associated dates for action completion.  How will Freedom Mortgage rectify the situation in regard to my mortgage refinancing as the error was their issue?
 
I have attempted to initiate a dialogue with Freedom Mortgage but there is in my opinion and experience a lack of accountability and customer service.   I will now file a formal complaint with the Attorney General's Office of the State of New Jersey.    Thank you.
Regards,
[redacted]

December 13, 2017   [redacted]
[redacted]
[redacted]   Re:       Your Complaint to the Revdex.com             Dear [redacted]   We have reviewed your complaint and...

researched the issue regarding your refinance application.   Per our loans notes, you stated that you would like to remove your Mother from the title of the property. In order to accomplish this, a quit claim deed is necessary. Freedom Mortgage is not attempting to steal your home. We had someone reach out to you to explain.   In order to complete your refinance transaction, the following is needed:   Appraisal review to validate that the pool is winterized and will meet FHA guidelines.   All credit card statements need to be collected.  Some credit cards are delinquent at this time.  The Underwriter has stated that she will review and to determine debts you will need to bring current.  We can't request the credit card statements until the appraisal process has been completed.   Source of funds for those credit card accounts will be needed as well. We will provide additional information on this after the Underwriter has reviewed the file.   Sincerely,     Joseph P. P[redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted]
[redacted]

[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

[redacted] I am working with our tax department to obtain the refund and correct the escrow account. I anticipate that this will be completed in the next 48 hours. Please contact me directly at [redacted] and I will update you once this had been finalized. [redacted]...

[redacted]Vice President Customer ServiceFreedom Mortgage Corporation?

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

Complaint: [redacted]
I am rejecting this response because: It should not have happened.  We paid off the loan on 1/12/2016 and yet we were marked as late for January and February of 2016.  This caused significant delays in closing on our next home.  It also caused us significant stress and the only reason you corrected it was because we had our broker contact you to correct it.  I am not sure how much money it costs them but they had to have it removed and probably only got through to Freedom Mortgage because one of them had a contact there.  Otherwise I am very sure that this would have cause us to lose our contract on the home we are purchasing.  Also when my husband had to call Freedom to give verbal agreement that they could speak to our broker for us and the credit bureaus for us the lady on the phone said you could not take a verbal agreement over the phone, when whoever told us you could.  Your whole company is a complete mess.  No one is told the same thing and everyone gives different answers.  I will never accept this as if you actually fixed it on your own.  What a total lie.  We have told numerous people never to use you and will continue to do so.  You are a horribly ran company with the worse customer service ever. You stated in previous responses our credit would not be harmed and yet it was.  It is actually against the law to charge us late fees when you are going through a transition anyway and yet we still had marks on our credit.  You should be ashamed acting like you and you alone fixed this.  You wouldnt have even known had we not found out when we pulled our credit.  No wonder you have so many complaints against you. 
Regards,
[redacted]

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

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.

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

Complaint: [redacted]
I am rejecting this response because:The complaint was never around Escrow shortfall. Freedom Mortgage did not answer my query at all. My query was "Why did Freedom Mortgage report to the Credit Bureaus that my account was delinquent when all my payments were made one week before the due dates". All my payments till date are paid a week in advance of the due dates every month. As soon as Freedom Mortgage sent me a mail about the Escrow shortfall, the payment of $237.27 was paid without any delay (on 07/20/2015).  The reference to the escrow shortfall in the original complaint was because it triggered all this mess. . This is clearly a major mistake by their accounting department and who ever signed and sent the notification to the Credit Bureaus is clearly answerable. They've fundamental flaws in their business processes that do not do proper checks before sending out these critical notifications impacting customers credit reporting. Freedom Mortgage is trying to cover up for their blunder. I'm truly surprised by their bold customer service statements on their web sites. Is this a good customer service?I need an answer from Freedom Mortgage on why the notifications are sent. They MUST send a follow on notifications to all the credit bureaus they reported about their mistake and erroneous reporting and send me a confirmation mail (via certified mail) that my credit history does not have an impact because of their negligent behavior. FYI - Because of their irresponsible negligent behavior and Erroneous reporting to credit bureaus my FICO credit score has gone down by 100 points (Comparing Nov and Dec scores). Who from Freedom Mortgage is responsible and accountable for this irresponsible and unexpected behavior?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 I request Roseanne call me and email me directly as indicated in my complaint. I have been on the phone with supervisor Brandon B almost weekly since I submitted this complain and still have not come to an acceptable resolution as to what happened regarding this account. 
Regards,
[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?

[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