Freedom Mortgage Corporation

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

Mr [redacted], I do apologize that your request to pay the taxes was not responded to sooner. We were initially not aware of the supplemental bill that you were billed as a result of home improvements. We have contacted the tax office and obtained the amount needed to pay the bill. Any penalty or...

interest will not be taken from your escrow account. 
Sincerely
Roseanne [redacted]
Vice President Customer Service
Freedom Mortgage Corporation

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]

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

RESOLVED

Freedom Mortgage purchased our loan and now we are stuck with these guys. They are a complete pain in the ---. They call two or three times a week to try and get us to refinance and we continue to tell them we are not interested and please do not call any more. We travel extensively for business and pay our bills on line, you cannot pay these people on line.

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]

[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

[redacted] Freedom Mortgage is in the business of making mortgage loans, not deceiving borrower's. The loan officer did believe that your application was approvable however due to the fact that you are the only party on the auto loan note that debt would still have to be counted in your debt...

ratio. The loan officer was educated on this fact. I have submitted a request for a full refund of the 505.00 that you paid for the appraisal. You will receive it via regular mail in about 20 days.Sincerely[redacted]Vice President Customer ServiceFreedom mortgage Corporation

Ms. [redacted], as you know you emailed me and I was able to confirm for you that the two payments were applied and provided you with an account snapshot showing the two payments posting in May. I also just provided with an update regarding the amount due for your July payment. Please let me know...

if there is anything else I can do for you at this time.Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

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

Since June 2015 I have been trying to resolve this problem with Freedom Mortgage. Each month I am told that my mortgage has not been paid. I have sent them copies of the checks and they constantly put my checks into uncategorized or all towards principle for the previous month. They continue to add on late fees. I have spent countless hours on the phone explaining their mistake and they still cannot get my payments right. I have lost total confidence in them keeping up with my loan. I can't trust that they are charging me the correct amount. They sent me a check for overpayment of escrow and at the same time they are telling me that I owe them money for the escrow. I sent them the money they said to send to them and still they cannot resolve the problem. I have written letters but have not gotten a response.

Ms. [redacted], I apologize that the fee was not refunded. I specifically requested this but it seems that the person to whom I sent this request was out and did not see my email. We will be refunding the fee to you. Please allow about 15 business days to receive the refund

August 17, 2016
 
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[redacted]
*
 
Re:       Your complaint to the Revdex.com
 
Dear Ms. [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 selling of your e-mail address.
 
I’m sorry to hear of the issues you are having with unwanted e-mails. As a matter of policy, Freedom Mortgage does not sell e-mail addresses and your e-mail address was not provided to any other business. Your e-mail address will only be used for internal solicitations (i.e. refinance options for you) and the appropriate opt-out options will be available to you when this occurs. To date, we have not sent any internal solicitations to you.
 
If you have any further questions or concerns, please do not hesitate to contact me.
 
 
Sincerely,
 
 
*
[redacted]

Mr. [redacted] I apologize, I forgot to address that portion of your complaint. The November payment was reported as delinquent because we did not apply it due to us not seeing that your had paid the shortage and therefore when you sent the payment the system believed it to be a short payment. We submitted a correction to the credit bureaus to report November as current and paid as agreed. This will update with the next reporting cycle. I apologize that this situation has caused you distress.
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

I am a customer of Freedom Mortgage and have enjoyed the loan servicing aspect of Freedom Mortgage. Their sales group if there is one is annoying. For quite some time now, I have been bombarded with phones calls, even at work, letters and emails regarding refinancing with a new FHA loan. I have constantlu ask them to stop calling me about this since I have no desire to refinance my FHA loan knowing that the mortage insurance would be for the life of the loan. I do not know what kickback Freedom Mortgage gets but they can not take no for an answer. I am contemplating contacting my attorney regarding the constant harassment. At what point can not interested mean not interested?

Mr. [redacted], upon receipt of your complaint I reviewed the payment history. The reporting appears to have been in error and we have submitted corrections to the credit bureaus. The status will update for the next reporting cycle.
Sincerely
[redacted]...

[redacted]Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted] I am sorry that you had difficulty with the handling of you application. I will review the file and also see where the communication broker down. We are not a fraud or scam and we close 1000's of loans a month, the vast majority with no issues so we take your experience very...

seriously and will make sure that it is not repeated. Thank you for bringing this to our attention Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted], the guidelines changed on 9/14/15 to not allow a late within 6 months of case assignment but you would not have qualified under the previous guidelines which did not allow a late within the 3 months prior to case assignment. The Loan officer should not have taken the application and this is being addressed with him and his manager. It had nothing to do with your FICO score and credit is re-pulled to verify mortgage payments and to get an update if the report has expired. The underwriter would have denied this no matter if credit had been pulled again or not. We will send a request to the credit bureaus to remove any inquiries associated with this application.

Complaint: [redacted]
I am rejecting this response because:
 
To say there were "some" errors made is a huge understatement.  I was in the refinancing process for nearly 6 months. My loan failed to close multiple times solely due to the continuous lies and gross incompetence of Freedom Mortgage employees.  Please review the countless emails and phone calls and it will be easily apparent that the fault of my mortgage not closing lies not with myself but Freedom Mortgage.  And I have yet to receive any kind of acknowledgement that Freedom Mortgage ruined my opportunity to refinance my home.  I would like all of the phone calls and emails between myself and Freedom Mortgage to be reviewed because I am certain that no reasonable person can review all of the false promises and monumental mistakes made throughout my loan process on the part of Freedom Mortgage and fault myself for this refinancing to have gone the way it did. 
I did everything asked of me promptly throughout this process and Freedom Mortgage completely failed myself and my family!
Regards,
[redacted]