Freedom Mortgage Corporation

Dear Mr. [redacted]
 

size="3">We are in receipt of your complaint and we are happy to address your concerns.
 
Upon receipt of your complaint I asked the cash department to review your account and the bank statement provided. They advised that they were able to locate the funds and have since applied it to your loan. Late charges have been waived and any negative credit reporting will be removed.
Sincerely
[redacted]
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

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

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

[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], Upon receipt of your complaint I reviewed the application
history. The file was in process for more than the usual amount of time. The
loan was a credit qualifying streamline as you were removing a co-borrower and
adding a spouse but it should not have taken as long as it did. We...

will be
reviewing the handling of the file in depth. I do apologize for what has been a
frustrating experience. At this time the file has been final approved and is
with our scheduling department. It is my understanding that you have declined
to schedule a closing and want to withdraw (based on communications you had
with [redacted]. IN your complaint you ask for the loan to be closed and the
credit inquiries removed. I have had letters sent to the bureaus to remove the
credit inquires but am not clear by what you mean by closed. Do you mean you
want the cancel and withdraw or do you want the loan to go to closing ? Please let
me know, my email address is [redacted]  Sincerely [redacted]Vice President Customer ServiceFreedom 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]

Complaint: [redacted]
I am rejecting this response because: I appreciate your thorough response. I was never presented with a summary of transaction to show lender credits, but I consider the first matter a moot point - I am no longer interested in this option due to my experience. I will consider the matter of the insurance payment closed when I receive the final distribution owed to me. Thank you, 
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]

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

[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] 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

Ms. [redacted], upon receipt of your complaint I reviewed your account. It seems that your bill pay service was mailing the check after the 10th of the month, that leaves little room for any issues with the postal service. I do apologize that you have been frustrated by this situation but there is no...

attempt to force you to pay late charges nor do we wish to have any negative impact on your credit. You have not been reported deliquient and the one late charge that was assessed has been waived. Please let me know if there is anything further that I can do for you.Sincerely[redacted]Vice President Customer ServiceFreedom 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.

[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

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. SincerelyRoseanne [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

[redacted], I do apologize that your experience was frustrating. We take our customers experiences very seriously and will review your entire file and the actions of our employees. I also apologize for the lack of follow thru in regards to the refund of the appraisal fees. The check was placed in...

the mail this morning so you should have it in a few days. If I can be of any additional assistance please let me know. Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted], I am sorry that you had trouble getting the case number canceled. I checked FHA conncetion and the case number was cancelled by us on 2/29.
Sincerely
[redacted]
Vice President Customer Service
Freedom...

Mortgage Corporation

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],I am sorry that the loan process has been a frustrating experience. I reveiwed your file with the processing manager and was advised that there was a hold up obtaining the 2014 tax transcripts due to how recently you had filed. We needed to transcripts to verify your income as we are having...

trouble approving the loan with the documentation on hand. It is my understanding that the issue was resolved and that your loan is closing tomorrow. If you need an additional information please feel free to reach out to me directly at [redacted]Roseanne G[redacted]Vice President Customer ServiceFreedom Mortgage Corporation