Freedom Mortgage Corporation

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]

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], 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

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

[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?

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]

RESOLVED

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

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?

[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

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.

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.

March 1, 2018   [redacted]   Re:       Your Complaint to the Revdex.com             Dear [redacted]   We have reviewed your...

complaint and researched the issue regarding the loss draft claim and the 3rd party authorization.   Please accept our apologies for the issue you have experienced. The Customer Service Representative (CSR) should have provided the correct information for the authorized party and someone should have called you back after the line disconnected.   A third party authorization form was been mailed to [redacted] but our records have been updated to include you as an authorized party as your name is on the deed of trust.    Regarding the loss draft issue, a member of our insurance team has reached out to you and explained the full claim process. They have also provided a claim id number to begin the process. Due to the amount of the claim, no inspections will be required. Once we receive the check and the insurance adjustor’s report, we will endorse and release the check.   Thank you.   Sincerely,     Joseph P. P[redacted] Director Customer Service Freedom Mortgage Corporation [redacted]

[redacted], I do apologize that you had issues with the website. We did have intermittent outages over the last few weeks. I have been advised that those issues have been resolved. If you have any further issues please email me and I will have someone assist you directly*...

[redacted]
*Sincerely
 
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

August 17, 2016
 
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*
 
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]

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]

Mr. [redacted], upon receipt of your complaint I asked our tax department to review your concerns. The researched and found that the October payment had been applied in error to the wrong loan. They reversed it and on 2/4/16 applied it to your loan effective dated 10/14/15. We have waived all late...

fees and update the credit bureaus to show all payment paid as agreed with no delinquency. Please let me know if I can be of any further assistance 
Sincerely
Roseanne [redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted],I apologize if you wish to be removed from marketing calls/mailings and other unrequested contacts was not handled more quickly. I have confirmed that you will only be sent your monthly statements and no other marketing...

correspondence.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I asked the cash department to review you concerns. They advised that our bank had applied the payment in error to your second mortgage on 1/21/16. They reversed it off the second on 2/1/16 and applied it to the first mortgage on the same day. The loan is...

current and there were no late charges assessed. Please be sure to send the payments in separate envelopes with the statement stub to ensure correct posting (not suggesting that this was what caused the issue but in the event you were sending them in one envelope I would suggest sending them separately).Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

September 10 2015 [redacted] Re: Your Complaint to the Revdex.com Dear Mr. and Mrs. [redacted]
 We are in receipt of your complaint and are happy to...

respondto your concerns.   Upon receipt of your complaint I asked sub-servicer,[redacted] to review your escrow account. [redacted] manages the day today servicing activities on our loans so they are best able to review andaddress the situation. They advised that they had made a disbursement for yourtaxes in August of 2012 in the amount of $2400.34 for your school taxes; a copyof the check is attached. It seems that the taxes had also been paid on the HUDbut in a different amount, $2452.33. [redacted] was made aware of the duplicatepayment and they opened a research request with the tax office in order toobtain a refund of their payment. Because the refund could take a few monthsand the loan was scheduled to have it’s first escrow analysis, they put a holdon the analysis so that you would not get impacted by an escrow shortage thatwas not valid. The hold remained on the loan when  the loan was transferred to [redacted] since  the  refund had not been received as of that date.To see what became of the funds, I emailed the title co who advised that theirpayment was reissued for the corrected amount of $2400.34 and that paymentcleared. The balance that was collected at closing was sent to us for your escrowaccount. We have reached out to the tax office and over the last few weeks haveleft messages requesting a return call to see what became of the duplicatepayment but they have not returned our calls. They are only open Monday,Tuesday and Wednesday from 9AM until 12PM. We will continue to call until wecontact someone who can advise what happened to the extra payment. In themeantime I reached out to [redacted] to ask if they would be open to extendingthe timeframe for the repayment of the shortage. They advised that if yousubmit a written request they would review to extend the timeframe forcollecting the escrow shortage.  If you have any further questions or concerns, please do nothesitate to contact me. Sincerely, [redacted]Vice President Customer ServiceFreedom Mortgage[redacted]###-###-####