Freedom Mortgage Corporation

September 14, 2016   Dear Ms. [redacted]: To answer your questions: Your payment is currently due for August 1, 2016. The payment amount due is $946.41 which includes a late charge of $36.40.  You will owe the $184.11 that was taken from escrow but that will resolved when you escrow account is re-analyzed. There are several other factors involved during the re-analyzation of the escrow account and normally any shortage can be spread over 12 months. Unfortunately, we are unable to amend your credit. Thank you. Very truly yours,   Joseph P Assistant Vice President

Dear Ms. [redacted], upon receipt of your complaint I asked our servicing transfer department to review your concerns. They reviewed and on 2/26/16 confirmed that the payment plus the additional principal had been received by [redacted] and should be being applied. Your loan was released off of our...

system on 3/1/16. I apologize for the confusion regarding the payments. Please let me know if I can be of any further assistance 
Sincerely
Roseanne G
Vice President Customer Service
Freedom mortgage Corporation

Ms. [redacted], thank you for letting us know about the issues you are having with the website. The website is actually very rarely down but some people do experience log in problems and that is something that we are working to improve. If you have website issues and have to call in to make the payment...

the representatives should be assisting you with the website and then waiving the phone payment fee. If that has not occurred I will refund those fees. As for the processing of payments. Payment post the day that they are received at the lock box. We do not outsource the posting of the payment, rather they are done at our bank. The delay you may be seeing is most likely due to postal mail time or if the payment had to be processed manually due to missing the loan number or damage to the check itselfSincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

[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

Ms. [redacted], I do apologize for the issues you are having with your account. I asked the cash department to review and they advised that the payment had been misapplied. They corrected the mistake and applied the payment with an effective date for when it was initially received and made sure...

that any late fees  were waived. If you have any issued going forward please feel free to reach out to me at [redacted]
*Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
I am not necessarily rejecting the response do you have a fax number to where I can fax my bank statements to you?
Regards,
[redacted]

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]###-###-####

Complaint: [redacted]
I am rejecting this response because:
I am waiting for documents from my bank to prove that payment was made on time.
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

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]

To give you an idea of how incompetant this company is, when they transfrerred the servicing of my loan to a diffrent servicer, they did not give them the correct balances. About 40 days after the transfer letter saying all payments should be sent to the new servicer, Freedom began calling saying I was late and asking for payment. The poor CSR's who were calling had no idea the loan was being transfered. One of them said, "I'm embarrased for us". To correct the balances issues, Freedom reversed payments I had made and had the new servicer post them 3 months later. I'll be fighting that.
If you use this company, become familiar with how to write a RESPA letter.
My gut tells me they've grown too fast.

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

August 10, 2016     Ms. [redacted] and Mr. [redacted]     Re:       Your complaint to the Revdex.com   Dear Ms. [redacted] and 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 issues regarding your pay-off of your mortgage.   We did receive pay-off funds on July 1, 2016 but the amount was insufficient to pay off the loan. The pay-off amount was $277.54 short. We tried numerous times to contact the title company for resolution. We did eventually get in touch with the title company and the remaining funds were received on August 2, 2016. Your loan is now reflecting zero balance.   In addition, reporting to the credit bureau will not reflect an adverse credit rateing for the July, 2016 payment.   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: ###-###-####

Mr. [redacted], the loan you applied for your were not eligible for and it should not have been offered to you. This is a training issue and will be addressed with the loan officer. We will remove the credit inquiry from your record and we will send you copies of the letters to the credit bureaus for your records.
Sincerely
Roseanne G
Sr. Vice President Customer Service
Freedom Mortgage Corporation.

Mr. [redacted], upon receipt of your complaint I asked the servicing department to review your concerns. It seems that the payments in question had been sent to Loancare Servicing by your bank ( that was the previous servicing company) Loancare located the payments and are forwarding them to you....

We have blocked credit reporting and waived late fees plus a property inspection fee. Please let me know if we can do anything else for you at this time. 
Sincerely
[redacted]
Sr. Vice President Customer Service
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]

Ms. [redacted], My understanding is that the final check was mailed to you via regular mail on 10/15. Can you confirm receipt of the check please
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
Freedom Mortgage has not only inadequately responded to the length and frustrations that have been associated with closing the loan, they have not addressed my complaint of changing the good faith estimate (GFE). They have originally promised $2,900 in credits. They have changed the GFE two times since my original complaint about changing the GFE.  They have whittled down the credits on the GFE from $1700 to $231 (see attached), even when they said in writing that there would be no charge for extending the interest rate.  When I have asked about the most recent GFE, they have yet to respond and previously have said that they could not honor the original GFE with a credit of $1,700.    In addition to this, the response for being slow on the loan has not met my expectations.  When talking to other mortgage companies, the loan officers have said that they should have told me to file my taxes differently so that I could get them stamped and approved by the IRS as soon as I filed my taxes so that I did not have to wait 5-6 weeks for the transcripts.  In addition, they have filled out the form 4506 form wrong multiple times, thus delaying the process even longer.  The transcripts were posted two weeks ago and we have yet to close on the house.   
Regards,
[redacted]

Ms. [redacted], upon receipt of your complaint I reviewed your loan application. All appraisals are essentially the same and the ½ finished pool would have been an issue had your loan been a conforming loan or a FHA loan. They are not inspections however. At no time were we made aware of the condition...

of the pool or that there were ongoing repairs. As a courtesy I am refunding the 500.00 appraisal fee, had we known about the pool we would not have advised you to proceed, so I feel that a little more communication on both sides may have avoided this situation.Sincerely[redacted]Vice President Customer Service Freedom Mortgage Corporation