Freedom Mortgage Corporation

Mr. [redacted], I apologize for the previous response, I had confused your complaint with another. The charges you are seeing are an error and were the result of bad data we receive when your loan transferred from your previous servicer. We are in the process of removing the charges and you should not see them on your next statement.
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Mr [redacted], upon receipt of your complaint I reviewed your loan. Escrow funds are reversed off the system on the 14th day after the payoff is applied to the account. The check is typically issued the following day and sent via regular mail. The payoff statement is not a legally binding...

document to you. What is it is a statement of the amount owed in order to payoff the loan and other information provided to the borrower's in regards to the process. While is does state "within 14 days" RESPA requires that it be refunded with 20 days and that is the regulation which governs the refund of the escrow money not the loan payoff. You were refunded the monies on 7/5/16 via check which is sent by regular mail. Your loan paid off on 6/20/16. You were issued the refund 15 days after the payoff of the loan and within the allowable time frame under the regulation. I am sorry that this caused you frustration 
Sincerely
[redacted]
SVP Office of the President
Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because: First of all I requested on November 8th that a senior management individual from Freedom Mortgage call me to discuss the situation.  I have yet to receive a call.   I have not yet received the following from Freedom Mortgage: First of all an in-depth root cause analysis as to why this situation occurred and what procedural changes will be instituted at Freedom Mortgage to rectify this situation in the future.Second of all, Freedom Mortgage pulled a credit report through [redacted] and now the hard inquiry shows on my credit report.   The options that will be satisfactory to me are as follows:1.  Freedom Mortgage honors the original contract and closes my mortgage by November 15th.2.  Freedom Mortgage has the hard inquiry on my credit report withdrawn by November 15th. In regard to other mortgage products how can I as a consumer continue to work with Freedom Mortgage when they are unwilling and/or unable to determine the root cause for the current issue and how that will not happen again in the future? I have received no official documented notification from Freedom Mortgage of this problem, any available options to me or recourse available to me.  I do not understand why there is such an unwillingness of Freedom Mortgage to discuss the issue and provide resolution.  Due to no fault of my own, I have lost 30 days of time and the ability to refinance my mortgage at a historically low rate.   How will Freedom Mortgage resolve this situation please? On November 8th I also asked for the contact information for the legal department at Freedom Mortgage.  I have yet to receive this information.   Thank you.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  they never sent me any paperwork on the change of escrow, and [redacted]'s letters to me referred to delinquent payment and never said anything about an escrow change. This latest response from [redacted] addresses the most recent problem of the alleged late payments, not the last six months of last year when I got letters about late payments, foreclosure, and delinquency and reporting to credit unions. I had cancelled checks 10-20 days prior to when they said I was delinquent. I have only spoken to lower level agents who respond in scripted manner, and have never had a supervisor who had the power to correct problems speak to me.
Regards,
[redacted]

Complaint: [redacted]
I am responding to the business response. The property address is [redacted]The loan number is [redacted] 
Regards,
[redacted]

[redacted], my understanding is that we have been in communication and that we resolved this issue to your satisfaction. Please confirm for the Revdex.com Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I reviewed the account. The escrow refund check was initially sent out on 5/23/16 but it seems that you never received that check. It was stopped and re-issued on 7/21/16. You should be in receipt of it within the next day or so. If not please feel free to...

email me at [redacted] and I would be happy to assist you furtherSincerely[redacted]Sr. 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]

[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 as long as the payment is applied correctly. My records are a payment in the amount of 1700 but I will reach out directly to Joseph to handle 
Regards,
[redacted]

August 16, 2016
 
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Ms. [redacted] and Mr. [redacted]
 
Re:       Your complaint to the Revdex.com
            [redacted]
 
 
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 additional funds being misapplied on your account.
 
Payments are processed automatically by [redacted]. Since this is an automated process, the system is unable to read the memo line of your check. In addition, amounts paid in excess of your mortgage payment are handled differently by the automated process depending on the amount of the excess. If the amount paid is equal to 2 payments, the system will apply two full mortgage payments and will not apply anything to principal. If the amount paid is more than 1 payment but less than 2 payments, the system will apply one payment as the regular mortgage payment and the remainder to principal. If you wish to continue making payments to the designated address, I would suggest that you send an amount just under 2 full payments (i.e. $1299.00) and the payment will post $650.00 as your regular payment and 649.00 to principal.
 
Another option is to send your payment directly to Freedom Mortgage for manual processing. You may send any amount over the mortgage payment. Please send your payment to:
 
Freedom Mortgage
[redacted]
Attention: Payment Processing
 
Please complete the payment coupon on your mortgage statement. Your mortgage statement has a designated area for you to complete and direct where additional funds are to be applied. Within the payment coupon (please see lower right portion of attached mortgage statement), there is a box with the heading “Amount Due”. Within this box, there are spaces for Additional Principal, Additional Escrow and Late Charges. Just below this box is another box for the Total Amount Enclosed. Please write in the amounts in the appropriate spaces and your payment should be processed correctly going forward.
 
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]
Phone: ###-###-#### or direct line ###-###-####
Fax: ###-###-####

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]

[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]Vice President Customer ServiceFreedom Mortgage Corporation?

August 11, 2016     Mrs. [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 overpaid PMI payment.   We have received the funds back from the PMI Company and a check in the amount of $141.90 is scheduled to be mailed to you on August 12, 2016.   Please accept my apologies 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] Phone: [redacted] or direct line [redacted] Fax: [redacted]

I never had a problem until I refinanced this year. It took Freedom 3 weeks to get a payoff amount to my finance company, which delayed from February to March. As the end of March was approaching, Freedom Mortgage had still not paid my property tax which was due on April 1st. In order for my loan to go through before April, I had to pay my property tax again. This time directly, instead of the monthly through Freedom. I was told that escrow would send me the second tax payment when things cleared. They instead sent it to Freedom, who cashed it in May. I have been in contact with them since them, but I am still waiting on a check. They informed me they sent one out on July 19th, but apparently they put the wrong name on the check, and I have not got it. Freedom Mortgage also charged me for Home Insurance for the month of April, despite the fact that they had already been paid off by my new finance company. When I checked with my insurance company, they never received a check from them since February, and had been paid by my new mortgage company. I was told today on July 28th that I would have an answer to where my check was by August 2nd. Freedom also said I would have an answer on August 10, to why I had a negative balance and was charged for home insurance when they no longer held my paper or paid for insurance. It has been a comedy of errors by Freedom Mortgage since February, and all at my expense. I feel that my next step is to contact a lawyer.

March 8, 2018   [redacted]   Re:       Your Complaint to the Revdex.com             Dear [redacted]
* We have reviewed your complaint and...

researched the issue regarding your January payment.   While we did receive proof that the payment was sent by [redacted] in early January, the payment was sent to the incorrect address. I have attached a copy of the check which indicates that the payment was sent to a Dallas, TX PO Box which is the vendor we use to mail out our mortgage statements. This address is stated at the top of our mortgage statements (see attached) and is used for returns of undeliverable mortgage statements. It specifically states not to send payments to this address. The correct mailing address is stated at the bottom of the statement on the first page and again on the second page. I have highlighted each address for your review. Please adjust your records for future payments.   In view of the circumstances, we unfortunately will not be able to amend your credit as we are required by law to report credit accurately. The reporting of late payments to the credit bureaus is also addressed in the mortgage statement (also highlighted).   Sincerely,     Joseph P. P[redacted] Director Customer Service [redacted]

March 14, 2018 Dea[redacted] I’m sorry that the CSR didn’t advise you of the possible ramifications to your credit.  This information is stated in our mortgage statements and was highlighted in the Payment Information section in my previous attachment. Normally, the process is not put on hold until the issue is resolved. As I stated, the address that payments were being sent was a vendor of Freedom Mortgage. Although Freedom Mortgage is listed as the addressee, it actually is a separate company acting on behalf of Freedom Mortgage to accept mortgage statements than have been returned due to an incorrect address. That is their primary function so it very possible that a payment sent there would not make it to our payment processing facility timely or not at all. I certainly understand that you have a stellar payment record other than this issue. We are required to report credit accurately and as such, are audited for any actions we take regarding the amendment of credit. Therefore, we are unable to amend credit.   Thank you. Very truly yours,   Joseph P. P[redacted] Director

Ms. [redacted], upon receipt of your complaint I reached out to our marketing department and requested that they remove you from any of our marketing lists. They confirmed that they removed you and you will not receive any further solicitations. Please let me know if this is anything else that I...

can do for you .Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Tell us why here...Mr. [redacted], I am sorry that you have been having issues with the website. It is my understanding that [redacted] has refunded the lat charge to you and have sent you that check in the mail. If this is not correct or if you continue to experience issues with the website please feel...

free to email me at [redacted]       [redacted]Vice President Freedom Mortgage Corporation?

Ms. [redacted], upon receipt of your complaint I reviewed both the [redacted] and Freedom servicing records. It seems that your auto draft was deleted due to the transfer of the servicing (the Good Bye Letter advised of this). This was confirmed with [redacted] on 12/21. You had made a payment...

on 12/11 and then another one on 12/21 once it was determined that there was no missing payment. The account was not reported as delinquent and no late charges were assessed. The letters that you received are automated based on what the system believes the account status to be and is not reflective of your particular situation. Please let me know if you have any questions or if I can assist you further.
Sincerely
[redacted]
[redacted]
[redacted]

Mr. [redacted],I do sincerely apologize for the frustration you experienced in trying to complete your refinance. Your situation was the exception and will be reviewed to be sure it is not repeated. The loan you applied for included Freedom paying your closing costs. Below are the costs...

that we covered+----------------  Lender Paid Fees  ----------------+   ¦ Fee#   Description                   Paid by Lender¦   ¦ ---------------------------------------------------¦   ¦  802   Discount Point                $4,245.56     ¦   ¦  804   Credit Report                     $3.50     ¦   ¦  810   Tax Related Service              $85.00     ¦   ¦  822   Flood Determination              $18.00     ¦   ¦  902   MIP/PMI/VAFF/Guaranty Fee     $1,658.42     ¦   ¦ 1101   Settlement or Closing           $414.72     ¦   ¦ 1108   Title Insurance                 $450.00     ¦   ¦ 1201   Recording Mortgage Fee           $78.00     ¦                                           ...⇄ +-----------------------------------------------------+  ¦Base Loan Amount    % of Base    Total Paid by Lender¦  ¦----------------   ----------    --------------------¦  ¦     $331,684.00      2.0963%               $6,953.20¦  +-----------------------------------------------------+   We did not use your escrows and you will be getting an escrow refund. The amount is 2610.97 which includes the April 1st payment that you made but did not need to make. The funds will be returned to you as soon as possible as I have asked for the servicing center to escalate the release of the funds. Please let me know if you need anything further