Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:I have no communication with Freedom Mortgage as to if a price increase or decrease of any kind has been made and or a monthly client summary of my account payments. This can cause a non receipt of a check, which would put me in arrears with them without my knowledge, impact my credit rating and accumulate late or lack of payment Fees by Freedom Mortgage to be collected latter with accumulated interest.
I spoke with a [redacted], 07/15/2016 a Service Rep for Freedom Mortgage and she could only repeat with what was stated in notification of the status with this claim and no further.
I again ask for a "Client Summary" of my account so that I have confirmation of its status, which is permissible and allowed under Chapter 13 legalities. The response was basically no comment, she was nothing more than a "Client Monitor" for Freedom Mortgage.
I m currently paying a firm now @$1293.00 monthly for a over a year now without any form of "Client Summary" or status of the account, yet I would be liable and penalized in the future with possible interest or late fees uncollected and escrow not collected during my Chapter 13 payment period.
Regards,
[redacted]

Ms. [redacted] I do apologize for the issue you were experiencing with out account. I reviewed the history and I do see that we reported you as delinquent. We have since updated the credit bureaus and you will show paid as agreed when the bureaus next update. Attached is a letter that was mailed to...

you advising of this dated 6/15/16. Please let me know if I can be of any further assistance 
Sincerely
Roseanne G
SVP Customer Service
Freedom Mortgage Corporation

Mr. [redacted] I apologize that the loan process did not meet your expectations. I asked staff involved with your file to provide me with an update and they advised that there were recent issues verifying employment/employer. I will be refunding the appraisal fee you paid in the amount of...

500.00. It will be sent via regular mail in about 15 business days 
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], we take our customers experiences very seriously and are very concerned about the interactions you had. We will be pulling the phone calls and reviewing them to determine if the individuals involved need additional training or something more aggressive. If you continue to have issues...

please reach out to me directly and I will have someone assist you personally. I can be reached at [redacted]Sincerely[redacted]Vice President Customer ServiceFreedom mortgage Corporation

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

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 reviewed your loan. The servicing of your loan transferred to us from [redacted] on 2/12/16 due for the 9/1/15 payment. The...

loss mitigation items that you had submitted to [redacted] were out dated and you were advised that a new package would be needed. Since that time you have sent in documents but have never fully completed a package. As recently as 4/13 you were advised of missing items needed for us to complete a review of your file. I am attaching a copy of the missing items letter which has been sent to you. I do not see any evidence that the allegations you assert in your complaint are factual. The rep provided you with the CEO’s name and our address and each time you called you had a representative available to you as well as your SPOC. Please forward the missing items as we do want to help you retain your home.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

I had a mortgage which I refinanced with freedom mortgage in July of 2015. They were supposed to apply a credit of 5550 plus a refund of interest paid on that amount as it was a va funding fee refund for my being a >30% disabled combat veteran. They refunded it in June, in response to my original complaint ([redacted]). However, only days after that complaint was closed, they took the money back out of my account and refuse to credit me my VA Funding Fee and are doing nothing to rectify the issue weeks after I notified them. They originally received my funding fee from the VA in March of 2014 and have YET to apply it to my account and keep it applied. This is dispicable to veterans everywhere.1. Refund of the $5550 2. Refund of interest accrued on this amount as a result of their failure 3. Letter of apology and why they withheld money rightfully owed to a disabled combat veteran. 4. Direct line for any additional issues to a VP or above.

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]

Complaint: [redacted]
I am rejecting this response because:  I just called on 7/15/16 at 6:15pm to verify my late charged was waived and was told it couldn't be waived because I had already paid it and nothing could be done about it now.  They will not reverse it. 
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.
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.
Regards,
[redacted]

[redacted], Thank you for your correspondence. Please be advised that we have been made aware by FISERV, the vendor whose servicing platform we utilize for all servicing functions, advised us yesterday that they, in error, reported a number of loans as in forbearance. we have been in contact with...

them multiple times each day since this notification. They have already sent an update to the credit bureaus and will be sending additional data until this has been corrected for all borrowers affected. The current ETA for completion is this Monday. They are very concerned and apologetic about the error on their part. If you need anything in writing please email me at [redacted]Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

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

[redacted]
 
 
[redacted]    
[redacted]
[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 appraisal on your application.   I’s sorry you were not happy with the appraisal company. Freedom Mortgage, like most mortgage companies uses outside vendors to select appraisers to ensure that appraisals are conducted fairly. The appraiser made the appraisal subject to the painting of the stem wall of the foundation as it could “affect the integrity of the subject’s foundation” if not remedied. This is the reason it was required prior to closing and was something that we could not foresee.   As a courtesy, we will be refunding the $525.00 appraisal fee to you due to the circumstances. Please allow 5-10 business days for delivery. In addition, we will have the inquiry removed from your credit report.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Ms. [redacted] I am sorry that you feel that the issue is not resloved. We have made repeated attempts to contact you in regards to this problem but have had to leave messages. Most people do not have the issues that you are having so please return the phone calls from our associates so they can further assist you[redacted]   Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because: none of this was explained to me during the application process. I was contacted by loan officers stating that they needed info, but never explained why. When I was informed about the amount to close, I was never given any documentation or explanation as to why and what this money was going to. I am positive that I am not the first customer to have a poor experience with this company. Good business practice is to ensure that your employees are treating their customers with respect and disclosing all information to them. I refuse to accept someone telling me that I owe $1600 without an explanation.
Regards,
[redacted]

September 7, 2016
 
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Mr. [redacted]a and [redacted]
[redacted]
[redacted] CA 93737
 
 
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 extra payment and your mortgage refinance application.
 
Our records indicate that on May, 13, 2016, you authorized a onetime payment of $3,551.16. A portion of this payment was used for your May payment and the remainder was applied as a principal curtailment. You requested a refund of the addition funds and the principal curtailment was reversed and a check issued back to you.
 
Regarding your refinance transaction, it is unfortunate that we were not able to obtain a subordination agreement to complete your transaction. The $1,000.00 referred to in your complaint was agreed upon as a settlement. Mrs. [redacted] requested that the $1,000.00 be applied to your July payment and that she was going to send in the difference. This was completed as agreed.
 
You are currently due for your September 1st mortgage payment. If you feel that you cannot make your mortgage payments, please contact out Loss Mitigation Department to discuss possible alternatives.
 
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]
[redacted], PA 19034

Dear Ms. [redacted]I do apologize for the frustration you have experienced with your refinance. It should not have taken as long as it did and we are reviewing why this issue occurred and making changes with the vendor that handled your file on our behalf. I understand that the loan has since...

been final approved and closed on 5/12/15 with no funds being paid at closing by you. If you have any further issues please feel free to contact me at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], it is my understanding that you were contacted by a senior level manager to address the questions you had with your escrow account, if this is not the case please let me know and I will ask someone from the servicing/escrow department to contact you.
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation