Freedom Mortgage Corporation

Mr. [redacted] upon receipt of your complaint I reviewed the
escrow account with our escrow department. They advised that there was a
payment made to [redacted] insurance in the amount of 809.17 and disbursed from
escrow on 9/1/15. The funds came back from the insurance company were
redeposited into...

the escrow account. The account was analyzed as part of our
routine procedure and due to the system showing a payment for the insurance already
having been paid the funds that were redeposited resulted in a perceived overage
by the system and you were refunded 545.68 on 9/28/15. Two days later the
insurance department received the correct bill amount and paid [redacted] in the
amount of 971.00. Due to the payment of taxes (which should have been paid by
the previous lender) and the disbursements for insurance the account was
analyzed on 10/2 to make sure that the amount being collected was correct. Due
to the higher insurance payment and the escrow refund there was a shortage in
the amount of 786.13. Due to the fact that your mortgage is an FHA mortgage we
cannot remove the escrow account. FHA loans are required to have an escrow
account.Sincerely Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

On or about Nov 3 2016 I was contacted by Freedom Mortgage to refi my home .I was told that I would receive the paper work in a couple of days. About 5 days later I received the application ,filled it out, and returned it a few days later. I was told that the closing date was set for Nov 3rd and it would take about 2 weeks for the paper work to go through.On Nov 8th I called Talia to see how things were going and I was told she was on the phone and she would call me back.I called for the next 2 days and was told the same thing, this never happened. My wife called on the 4th day and insisited to speak to her and she got on the phone and told her she was having problems with her kids and couldn't get back to me.2 days later I received a letter saying I was denied because my credit score was 618.A day prior to making the inquiry for this loan my credit score was 718.So how can I be denied the loan when I lost a hundred point as a direct result of trying to do business with you guys and more importantly why did I have to get handled by Talia instead of her just telling me I was denied and I would receive that denial in writing.THANK YOU VERY MUCH.

Revdex.com:I am waiting for an additional response from Freedom Mortgage.I have numerous emails from Freedom Mortgage backing my claims of their non-performance.I would like Freedom Mortgage to further research my claims and respond.Because Freedom Mortgage delayed the loan process and ultimately did not assist with our loan, it cost us thousands of dollars.I would like to know why they mishandled our loan process.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:
The idea that "we cannot stop those computer generated letters from going out" is preposterous. You are the company sending them, so you can stop them. And you certainly control the wording of the letter.  Sending a letter that says "we have reported this to the credit rating services" when, in fact, you have not and are not permitted to do so by law, is reprehensible.  You are telling lies to scare your customers. 
Regards,
[redacted]

Mr. [redacted] I do apologize for the delay in paying your taxes, the account was set up incorrectly and that is why the taxes were not paid automatically, the data has been corrected and there should be no further issues going forward. The tax department advised me that the check was sent out for...

the taxes on 3/15/16 and sent to the county for processing. Freedom Mortgage paid the penalties. Please let me know if there is anything further I can assist you withSincerely
Roseanne [redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted] upon receipt of your complaint I asked the operations manager to review your file and escalate the processing as needed. They advised that all that was needed at that point was a new payoff and an updated credit supplement. Those items have since been obtained and the loan has...

been scheduled to close on 1/9/16. Please let me know if you need anything further
Sincerely
[redacted]
[redacted]
[redacted]

Mr. [redacted], upon receipt of your complaint I asked our compliance group to pull and review the call you had with [redacted]. The call took place on 2/24/16 at 7:09 PM. Fourteen minutes into the call the loan officer told you that "during the process, we would pull your credit to make sure there...

are no liens or judgments on the property. Would I have permission to pull your credit" You responded "yes". The Loan Officer then asked for your social security number and date of birth, which you provided. You did not mention that you did not want your credit pulled until after you saw the paperwork. The loan officer did have authority to pull credit. At this time your application is still open. Can you advise if you are proceeding or cancelling and I will review for the removal of the inquiry as a courtesy
Sincerely
[redacted]
Vice President Customer Service Freedom Mortgage Corporation

Complaint: [redacted]
 
I am rejecting this response because: I thank you for waiving the $15 fee as a coutrtesy and explaining that a draft was set up for March 6. When I looked at my account on the Freedom website, it did not show any scheduled payments, so that is why I did the payment that occurred on March 2. When I look at my account on Freedom's website, it says Scheduled PaymentsDateAmountNo Scheduled PaymentsSince there are no scheduled payments showing on the website, how do I know that this is not going to happen again next month?  I can't cancel a scheduled payment that doesn't show up on the website. Please verify that no further drafts of my account are going to occur. Thank you.
Regards,
[redacted]

Mr. [redacted] upon receipt of your complaint I reviewed you paid off account. This loan was refinanced and the payoff used included the 309.22 which had been reversed and placed in...

suspense while they prepared to send the funds back to you. A copy of the payoff statement is attached. As you can see you were credited 309.22 on the statement, thereby reducing the amount needed to payoff the loan. I understand that you wanted those funds back so in a gesture of good customer service I will issue you a refund of the 309.22. Please allow a least 10 business days to receive the refund. Sincerely
[redacted]

[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. BUT the resolution not completed by Freedom Mortgage, till I called them again, this morning, 6/3/2016. In the response to you, they said it was completed on 5/13, but  it was not. I have spent entirely too much time with this company to resolve this issue.
Thank you Revdex.com for intervening on my behalf.
Regards,
[redacted]

First let me say I have an 800+ credit rating and my wife does too. So when someone like us refinances it should not be that difficult. However, this is the worst experience I have ever had in refinancing my mortgage. First off, we were solicited by FM and we responded in September 2016. We provided all the documentation to the processor within a few days. We finally received a call and the processor stated he needed additional documentation. So we sent that the same day. Then we received another call asking for the same documented we just sent. So I referred them to our previous email and I thought all was well. Then we received another call asking for more documentation, so I sent that the same day. Keep in mind this is not November (2 months later). Mortgage refinancing for someone like us is not that difficult, but they have some how made this an extremely time consuming process. FM does not have staff qualified to fulfill simple roles and their lack of customer service is disgraceful, especially being in a customer service field. I suspect I will hear soon that they need more information.

Mr. [redacted], upon receipt of your complaint I reviewed the loan closing documents as well as your escrow account. The home Owners insurance was paid at the time of closing on the settlement statement (not by the prior lender). Because of this no extra funds were collected to pay it from the escrow...

account. For some reason, however, our servicing department paid the premium from your escrow account causing a shortage (because this was an unanticipated payment). Fortunately this error was discovered the the funds were deposited back into the escrow account curing the shortage. There is not an overage because the refund was a refund of the money that was already in the escorw account and had been disbursed in error. [redacted]Freedom Mortgage Corporation

August 19, 2016
 
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Mr. [redacted]
[redacted]
[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 late fees assessed.
 
The late fee in question was actually a late fee from Ditech that was waived and somehow transferred to our system when the loan was transferred to Freedom Mortgage.
 
I have requested that a check in the amount of $33.46 be sent to you. You should received your refund within 5-10 business days.
 
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]
Assistant Vice President
Customer Service
Freedom Mortgage Corporation
[redacted]
[redacted]
Phone: [redacted] or direct line [redacted]
Fax: [redacted]

I had the pleasure of speaking to Raul in the Insurance Dept. not once but twice this year. I had received notices about insurance deficiencies and he helped me both times, calling insurers for me, walking me through step by step to send him documents he needed and even returned a phone call when he said he would. It was a pleasure to find someone so kind and helpful as well as so well versed at his job.

Mr. [redacted],On 3/4/151 your taxes were paid in the amount of 2222.80 from your escrow account. this left you escrow accout with a negative 14.44 dollars. You escrow account was short. Had your loan paid off at they point you would not have gotten an escrow refund at all. The overage on the payoff which was a result of the mortgage payment having been paid was deposited into escrow and that total amount equals your escrow and P&I for the April payment. You will be getting one refund for a total of 2610.97. Please see attached mortgage history.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage

Mr. [redacted], I do apologize for the issues you were having with the mortgage payments. It seems that [redacted] had the property address as the mailing address but you do not reside there, additionally we had a different [redacted] address on our welcome letter. Copies of both are attached for your...

records. We have since updated the mailing address to reflect the [redacted] address so there should be no issues with the mail going forward. Based on correspondence in our file it appears that the payments were sent back to you by your bill pay service and the account is not current and due for the June 1st payment. We have sent updates to the credit bureaus to reflect the loan as having been paid on time and have waived all late charges. please let me know if there is anything further that we can do for you at this time.Sincerely[redacted]Vice President Customer Service Freedom Mortgage Corporation

January 22, 2018   [redacted]   Re:       Your Complaint to the Revdex.com             Dear [redacted]   We have...

reviewed your complaint and researched the issue regarding the credit inquiries.   The inquires you are seeing on your credit report are soft inquiries and are done by [redacted] and provided to our third party marketing partner by them. The inquiries are for the purposes of mortgage solicitation. These soft inquiries do not affect your credit scores.   We have removed both your names from any marketing lists that we have. In order to insure this does not occur again with us and any other marketing vendor, we suggest that you call the national opt out number. [redacted] or visit [redacted] The phone number and website are operated by the major consumer reporting companies.   We apologize for any inconvenience this may have caused.   Sincerely,     Joseph P. P[redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted]

Complaint: [redacted]
I am rejecting this response because: Thank you, and I think there is a misunderstanding.  I am not saying that anyone from your company has promised me a credit or a refund.  I am asking that you or whomever has the authorization to review my case and grant a credit for the errors made with my account, as well as time spent each month having to deal with this billing error.  I originally requested a credit in the amount of $2,831.50 for the incorrect information reported to the credit agencies.  The amount equals the amount of my mortgage and the timeframe that was reported to the credit agencies that I was late(31-60 days), as well as time spent on calls with Freedom Mortgage staff trying to resolve this matter, and now dealing with getting my credit report corrected. Let me thank you in advance for all of your time and attention with this matter.    I hope we can resolve this matter and move forward very soon.
Regards,
[redacted]

[redacted], it seems that the invoices you submitted as the source of the deposits do not line up with the dates that the funds were deposited vs. when the invoices are dated and there are 9 deposits that need to be sourced but the invoices only show 5 deposits. I think that you would need to...

provide the additional documentation for the other deposits and a letter explaining what goes with which deposit. Below is what was outstanding. The file is currently closed for incompleteness so I would suggest that you may want to contact the loan officer for additional information. ·         Still missing LOX for previously addressed large deposits from B of A bank statement,period end date, 02/06/2015 [redacted] Please provide LOX and paper trail for the followingdeposits from B of A bank statement, period end date, 03/11/2015: 02/10, $1,2900; 02/11,$600; 02/12, $500 from [redacted] 02/24, $2,250; 02/27, $1,000 from [redacted] 03/03, $2,400; 03/10, $2,500 ·         Bank Statements-Source of FundsProvide source of funds for the following: Provide LOX and paper trail for thefollowing deposits: 01/15, $3,500 and 02/03, $1,000 from [redacted] (Depositstotal > 2% of the Original Property Value). please let me know if you need any further assistance, you have my email[redacted]Vice President Customer ServiceFreedom mortgage Corporation

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] 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]