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: 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  Freedom Mortgage has the hard inquiry on my credit report withdrawn by November 15th.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]

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

[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]

Ms. [redacted], Upon receipt of your complaint I reviewed your file. The representative you spoke with on 5/13 advised you that we would waive the fee for the document you requested. It is common practice to charge fees for the production of schedules or documents. You should have been advised of...

that when you requested it and for that I apologize. Please let me know if I can be of any further assistance.Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

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

Ms [redacted] Upon receipt of your complaint I reached out to the account executive that handles the broker who submitted your application to us. He advised that the file was created on 11/24/15, the appraisal was sent to us on 12/9/15. The set up of the file was completed on 12/11/15 and...

underwriting reviewed and conditioned the loan on 12/14/15. Conditions were sent in on 12/19/15 but not all were provided. There was an issue with chipping and pealing paint that might require repair and we were trying to see if we could proceed without that being needed as of 1/8/16. The loan was eventually final approved on 1/25/16 and is now with our closing and scheduling department
Sincerely
[redacted]

Mr. [redacted], upon receipt of your complaint I asked the escrow department to review your loan. They advised that the loan was originated on12/14/15 and we acquired the servicing on 1/12/16. The property taxes were paid, based on the Homestead Exemption, in the amount of 1085.72 on 4/19/16. The...

loan is scheduled for the Annual escrow Analysis in October of each year (state determined date). As a courtesy we ran an off-schedule analysis effective with the 6/1 payment. The new payment amount will be 1269.21 and a surplus check of 419.82 will be sent separate from the analysis statement. Please let me know if I can be of any further assistanceSincerely[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. However, I would like a contact number for Mrs[redacted] as I still have some details I would like to discuss with her. 
Regards,
[redacted]

Ms. [redacted] as I had stated no one promised you a refund or credit. Perhaps you can advise what you feel we owe you and I can see if we can approve your request

February 7, 2017   [redacted]
[redacted]
[redacted]  [redacted]   Re:       Your Complaint to the Revdex.com             [redacted]  
[redacted]
* Dear [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 pay-offs requested.   The Borrower called in on 9/2/16 and requested for a payoff statement to be generated with a good through date of 10/17/16 to be emailed to [redacted] and to also mail to you via mail at your address above. The pay-off was sent out on 9/7/16.   On 9/14/16, a payoff request was received via mail from your (authorized third party) requesting a good through date through the end of October 2016 which was sent via email on 9/15/16 to [redacted]
* On 9/20/16, the Borrower called in again advising that they did not receive the previous payoff statements that were generated and sent. Borrower requested for payoff statement to be emailed to [redacted] (a new payoff statement was generated).   A $30.00 payoff statement fee was assessed for all three of the payoff statements totaling $90.00. The Borrower paid for these fees with payment on 10/4/16 in the amount of $562.64. On 11/30/16, the payment of $562.64 was reversed in order to have $60.00 of the paid payoff statement fees applied toward Unapplied Funds. The $60.00 is still currently in the unapplied funds account. However, the other $30.00 payoff statement fee was reapplied as being paid.   We last spoke with the borrower on 1/16/17 in which they advised that they would like to have the $60.00 remain in unapplied funds to reduce the payoff amount when they pay the loan in full.   If you have any further questions or concerns, please do not hesitate to contact me.   Sincerely,     Joseph P. P[redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted]
[redacted]

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.

July 26, 2016   Mr. [redacted] and Mrs. [redacted]   Re:       Your Complaint to the Revdex.com             [redacted]...

[redacted]   Dear Mr. and Mrs. [redacted]:   We are in receipt of your complaint and are happy to respond to your concerns.   First, please allow me to apologize for the delay in notifying you about the second lien on the property. We are reviewing this issue with our processing management to determine why you were not notified sooner.   When a second lien appears on title, we must ask the second lien holder to agree to and prepare a subordination agreement which will keep their lien in the second position when our mortgage is recorded. In this instance, we could not obtain an acceptable subordination agreement from the second lien holder as their subordination agreement contains verbiage that has been deemed unacceptable to Freedom Mortgage per our legal department.   Per our notes, you requested to withdraw your application on July 18, 2016. The only option would be to have the lien paid off in order to proceed with a refinance transaction with Freedom Mortgage. This can be accomplished with a cash out refinance transaction assuming that there is enough equity in the property to pay off the existing mortgage and the second lien in addition to any costs associated with the transaction.   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]

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 Service
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]

Ms. [redacted], I do apologize that you were
frustrated by the refinance process. When your complaint was received one of
our processing managers reached out to you personally and apologized and
expedited the file which has since gone to closing and has funded. Below I will
address the issues you...

experienced while the file was in process1: My personal loan representative never
returned my voicemails or emails. Upon receipt of the complaint we pulled all
calls and emails between yourself and the loan processor. It was noted that the
processor could use some retraining in regards to being responsive to phone
calls. She did return emails but the level of response to phone calls was not
acceptable. This has been addressed with her and she will receive additional
training. 2: I was
forced to send the same stuff over and over but wasn't kept updated on my file.The
issue was that some of the items requested, in particular the bank statements
were not showing what was needed. The first one did not have sufficient funds;
the second did not show your name. We were not trying to be difficult; we just
have to have the proper documentation in our file3: The closing date was set and confirmed.
The day of the closing at about 1 pm I was contacted by the attorney and
everything was set. At 7 pm when the closing was going to happen I called the
attorney and he said the closing was cancelled and he received notice at 4 pm.
He thought the company called me so that is why he never called me again. The
company never called me or sent me an email. I called my loan officer but they
never answered. I tried their supervisor wit the same result. I tried other
departments and was constantly interrupted during my explanation and was spoken
to condescendingly.We checked our phone records and the
processor called at 4:53 pm on 10/2 and left a message that the closing had to
be rescheduled and that she would call you back on Monday to see what the best
time would be.  4:
The online website to check my status doesn't work. I am not sure what online system you are
referring to but would be happy to have that looked into5: I have had nothing but problems from
this company despite paying promptly.Again I am sorry that this was not a more pleasant
experience and I am available should you need any assistance in the future.Sincerely [redacted]Vice President Customer Service

Dear Ms. [redacted],
face="Times New Roman" size="3">We are in receipt of your complaint and are happy to respond to your concerns. Upon receipt of your complaint on 1/12/16, I reached out to the operations manager for the area handling your loan file. She advised that the file was still being worked up for closing and that she would review your concerns about the closing costs and first payment due date for the new loan. She worked with the closing department to make sure that there was no cash needed from you at closing, that the payment and terms matched your expectations and that your first payment was not due until 3/1/16. Once the loan was in a position to close in accordance with your expectations they reached out to you and scheduled closing. The closing took place on 1/21/16 based on your expectation and the loan has since funded. If you have any further questions or concerns, please do not hesitate to contact me
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

[redacted] because the website is administered by [redacted], our sub-servicer, I asked them to address your concerns. Below is their response:I just spoke with IT. They stated this is a common practice when a borrower is having an IT issue as that is the only way then can actually see the...

error that the borrower is having. We fully verify all borrowers prior to speaking with them in regards to the account, so we know that we are speaking with the correct person, and if they call in, they know they are speaking with the correct company.  The only other option is for the borrower to take a screen shot of the errors themselves and email it to us, but there is no guarantee we can fix the error without being able to access the account. We can assure him that the information would not be shared with people other than IT and that it is not recorded in any loan notes. He also has the option of changing his username and password as soon as we correct or determine the website issue. Please let me know if you need anything furtherRoseanne G[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

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