Freedom 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], I am sorry that you had a frustrating experience with your refinance. We are very unhappy to hear this. I had been previously made aware of your situation and on 4/18 I had the credit corrected and any late charges waived or refunded. The credit should be reflecting paid as...

agreed with no delinquency at this time.  Please let me know if I can be of any further assistance. 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

[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 Service
Freedom Mortgage Corporation

Mr. [redacted], due to bankruptcy law we are not allowed to send you a statements and you will have to work thru your bankruptcy attorney to obtain statements and or billing change notices. I am sorry but the law is there to protect you per the bankruptcy codes. I would suggest you consult...

with your attorney.  Sincerely [redacted]SVP Customer Service Freedom 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

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],I am sorry that the loan process has been a frustrating experience. I reveiwed your file with the processing manager and was advised that there was a hold up obtaining the 2014 tax transcripts due to how recently you had filed. We needed to transcripts to verify your income as...

we are having trouble approving the loan with the documentation on hand. It is my understanding that the issue was resolved and that your loan is closing tomorrow. If you need an additional information please feel free to reach out to me directly at [redacted]Roseanne G[redacted]Vice President Customer ServiceFreedom 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, contingent upon actual follow- through by Freedom Mortgage, and proper re-allocation of mis-applied payments. If the account does not normalize by the time I receive my next statement (as the Freedom Mortgage agent who responded claims it will), I may have to re-open a Revdex.com case. I thank Revdex.com and Freedom Mortgage responding agent for their efforts an accommadation toward my case. Thank you, both!
Regards,
[redacted]

[redacted], I apologize for the delay in getting the account updated with the analysis information from your prior servicer. We have adjusted the payment and applied the January payment on 1/27/16. We were not made aware that the account had been analyzed prior to the transfer of servicing...

from [redacted] to Freedom Mortgage
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]

Complaint: [redacted]
I am rejecting this response because: it is odd that after [redacted] sold my mortgage to you and on July 1st my first mortgage payment to you was submitted.  I received a letter from [redacted] early to mid June telling me of your firm taking my mortgage.  within a week the email barrage started and it is all about refinancing, life insurance, and [redacted] loans.  I am having a hard time believing that Freedom was not responsible.  Perhaps it was bad timing on someone's part or someone internally is accessing my information.
Regards,
[redacted]

[redacted], I reviewed the history on your account and from what I am seeing the one payment that was made from the savings account was returned. You mention in your complaint that you have sent bank statements. I am not at [redacted], but rather at Freedom, so I can not access what you sent to...

them. I would be happy to review the bank statements to see if there is an error on the system, you may email them to me at [redacted]. I will be happy to try and resolve this for you.[redacted]Vice President Customer ServiceFreedom 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]

January 30, 2017 Unfortunately,  we would need specific loan information (Borrower's name, property address and loan number) in order to adequately answer this complaint. It does not appear that any loan specific information was provided so that we may adequately access the correct...

account. All information provided appears to be of the 3rd party. Thank you. Very truly yours, Joseph P. P[redacted]Assistant Vice President

August 19, 2016
 
Roman" size="3"> Mr. [redacted]
[redacted]
[redacted] SC 29152
 
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 tax issue and the escrow analysis.
 
Your loan closed on 12/22/14 and taxes were estimated in the amount of $1,095.86 annually ($91.32 per month was collected with payment). The billed amount of $4,042.77 was paid from escrow on 12/14/15. The initial escrow analysis was performed on 12/31/15 and projected a shortage of $3,561.16.  This increased your payment from $864.91 to $1,407.24 effective 03/01/16. The account was reanalyzed on 2/4/16 and the same shortage was lowered to $3,264.40. Your new payment changed to $1,382.51 effective 04/01/16. The account was then reanalyzed again on 2/25/16 per your request, based on the notice of adjusted taxes we received on 2/11/16. The shortage was lowered to 2282.50, based on taxes of $1,097.11 annually and the payment was lowered from 1407.24 to 1055.21.
 
The most recent analysis was performed on 4/6/16, after the tax refund, of $2945.66 was received on 4/4/16. A surplus of $663.16 was refunded back you and your payment was lowered to 865.01 effective 04/16/2016.
 
Please note that average processing time for refunds to be received from tax collectors is approximately 6-8 weeks and the account was analyzed accordingly.
 
The Assessor’s office confirmed that the application for adjusted taxes wasn’t filed until February, 2016 and the account was analyzed upon request based on the most recent tax amounts available.
 
Unfortunately, we are unable to forgive the past due balance owed. As per the terms of the mortgage note, payments are due each month.
 
Finally, I noticed that you are currently due for the 3/1/2016 payment. If you feel that you cannot bring the loan current without assistance, please reach out to our loss mitigation department as they may be able to assist you.
 
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] PA 19034
Phone: ###-###-#### or direct line ###-###-####
Fax: ###-###-####

Complaint: [redacted]
I am rejecting this response because: yes I did agree to pay $2000 closing cost in which I did when the original amount was suppose to be $800 and something dollars. You need to listen to the recorded phone calls between Mike M and I when we first began the loan process in December 2014. Originally the time frame was 6 weeks too. We closed 6 months later. Why don't you go through our entire file and see how many errors your company made? The closing cost is for the escrow account and that is why I paid $2,000. I don't have $2300 for what you all are going to draft my account for the escrow account. What can you do about this?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:when I called on 3/3/16 I was told that the check was mailed on 3/1/16 by regular mail and I was told on 2/26 by Chris, escalation team, teller ID [redacted] that the check would be expedited and sent overnight. Which I thought should have been sent out no later than 2/29.  Now you are telling me it didn't go out until 3/3,so I don't know what to believe and now you should know my FRUSTRATION. Almost 2 months later and still don't have MY money.  
Regards,
Brigette [redacted]

Mr. [redacted] upon receipt of your complaint I asked our tax department to review your concerns. They advised that while it is our procedure to pay the taxes by the discount date that did not occur in this case. As such we will be depositing 160.34 into your escrow account. This represents the difference...

between the amount owed at the discount verses the amount we paid at face. Please allow 10 business days before the funds are applied.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
 
This is not a matter if how I feel. This is a matter of fact. Review all the communications between myself and your company and anyone can  see the incompetence and lies that your associates relayed to me for 5 months. Why does your company refuse to review and acknowledge wrongdoing by Alex J and Freedom Mortgage?
Regards,
[redacted]