Freedom Mortgage Corporation

Mr. [redacted] upon receipt of your complaint I reviewed you paid off account. This loan was refinanced and the payoff used included the 309.22 which had been reversed and placed in suspense while they prepared to send the funds back to you. A copy of the payoff statement is attached. As you can see...

you were credited 309.22 on the statement, thereby reducing the amount needed to payoff the loan. I understand that you wanted those funds back so in a gesture of good customer service I will issue you a refund of the 309.22. Please allow a least 10 business days to receive the refund. Sincerely[redacted]

Mr and Mrs [redacted], upon receipt of your complaint I reviewed you concerns with our legal department. They stated that we are not obligated to report anything in box 5. Per the instructions on the back of the form there is no instructions for box 5. The real estate taxes are reported further...

down on the form and would be acceptable for reporting taxes paid. Bear in mind not all home owners pay their real estate taxes from an escrow account, they report the taxes that the paid to their taxing authority based on the annual tax notice they get and proof of payment from the tax office. We do not believe that there is anything incorrect about the statement you have received.
Sincerely
Roseanne G
Vice President Customer Service
Freedom 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

Mr. [redacted] was have investigated the file internally. Any actions we take against any participants is an internal matter and not something that we will share publically. We take all complaints seriously and each receives a complete review. Errors or situations where additional training might be needed are addressed as are anything requiring more escalated actions. SincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted], I am sorry for the confusing information you were getting from the servicing area. Typically we can not adjust a borrower's escrow account until we have an actual bill. I asked the tax department to research and see if they could find any additional information about your taxes. They...

did so an let me know that they would make the adjustment prior to the bill being available based on the new estimation at the assessors office. The tax amounts were updated and the account analyzed. The new payment is 809.34 and a check in the amount of 2026.17 will be mailed out to you on Monday. Please let me know if you have any questions
[redacted]    
[redacted]
[redacted]
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[redacted], I would be happy to address your concerns however I can not locate the loan file you are referring to with the information you have provided. Can you please give me the primary borrower's name or the subject property address ?[redacted]Vice President Custoemr...

ServiceFreeom 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

Complaint: [redacted]
I am rejecting this response because: the amount I was told I would receive back from my escrow was over 2,000 dollars this amount does not include the Aprils Payment. It didn't happen BECAUSE FREEDOM MORTGAGE FAILED to meet suspense's and communicate properly. Please explain what the $600 is and where it is coming from? I would like my Mortgage check back immediately.I know the payment for April was not supposed to be made. So, where is the 600 coming from? and Can you make good on what I was originally told? After I receive my mortgage payment back... can you give me another check for 2,000?
Regards,
[redacted]

Dear Mr. [redacted],
The $121.82 you mentioned was used to complete your 3/1 payment as the payment that was made was short. I have contacted our servicing department and asked them to reach out to you to review your account with you so you are comfortable going forward and answer any questions you may have. They should be contacting you within the next several days.
Thank you.
[redacted]
Assistant Vice President

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

Ms. [redacted], I reviewed the application that you had in process with the departmetn handling the file. It seems that taxes were coming due at the time of closing and the funds in escrow were short the amount of funds needed to pay the taxes. Rather than rolling that cost into the new loan balance it...

was showing as the amount of cash needed at the time of closing.l It is not uncommon for borrower's to have to bring funds to closing when they refinance. Only certain items can be rolled into the loan amount on a streamline refi  and if it can not be included or if the borrower does not wish for the balance to increase then cash will be required at the time of closing. At this time you have withdrawn the application but should you wish to proceed please contact me directly at [redacted] Sincerely,Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted],Upon receipt of your complaint I asked the escrow and taxdepartment to review your account. On 8/27/15 the adjusted the tax amount from$9984.13 to $5061.57. The account was then analyzed a few days later and thepayment was decreased from $3732.12 to...

$2827.67 effective with the 7/1/15payment. I have asked that the late fees and credit reporting be removed. Ifyou have any questions please contact me at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

[redacted], upon receipt of your complaint I reviewed the history on the account and your extra payment was refunded to you on the 18th. It would have been sent via regular mail so please allow some time for delivery. Please let me know if you need anything else. [redacted]Vice President...

Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], I apologize for the phone calls you have been receiving, I have had you removed from our marketing lists. Please let me know if I can be of any further assistanceSincerelyRoseanne [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted] upon receipt of your complaint I asked our customer service department to have a supervisor contact you. The supervisor was able to reach you but you advised you were in a meeting and needed a call back in approx. 15 minutes. She waited 20 minutes and got voice mail. On...

a subsequent call on the 8th it seems that they were able to contact you and address your concerns. If that is not the case please contact the customer service supervisor directly. She will be happy to assist you.
Sincerely,
[redacted]
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Mr. [redacted], upon receipt of your complaint I reviewed your account. I know that you state that your bank has sent proof of the payment but to date we do not have that. What we will need is the back and front of the cancelled check. If the payment was made via ACH then we would need the back...

and the front of the banks check as we can not take electronic payments at this time and therefore your bank would have had to send a check. You can email the proof to me if you like at [redacted] and I will send over to the cash department. Without proof from you we will be at a standstill as we can not locate a payment that we do not have proof that we received. Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted], I am not sure what else I can do to explain that you were getting the lender credits for the closing costs. They are not shown on the GFE because the GFE doesn't have a place to show who is paying the costs. The summary of transaction does lay out who is paying what. I am sorry that you did not have a good experience with the refinance. The vast majority of our borrower's have no issues what so ever. I did check you insurance claim status and the 100% inspection was completed and the balance of the funds left in the restricted escrow account were released on the 13th. You will be getting that check via regular mail.SincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

We have had our ** mortgage through Freedom Mortgage for the last 5 or 6 years. Up until the last year or so, they have been great at taking our monthly payments and otherwise leaving us alone.
About 6 months ago, I started receiving calls from them, wanting me to streamline lower my rate. I told them no, and to not call me again ever unless the rate dropped to .5% less than my current rate. They said they would make that note and take me off the call list.
In the last month, I have received over 20 calls from Freedom Mortgage, 5 of those in the last 4 days. Every time I speak with the representative, I mention my dissatisfaction with again being contacted after I was promised the day before that I would not be contacted again.
Even though they are calling me daily, they don't seem to have my phone number in their system. When I call Freedom Mortgage directly to complain, they ask for my phone number to verify my account. I give them the number THEY KEEP CALLING, and they tell me that they cannot find it in the system. They are able to verify my account using the last 4 of my SSN and my address though.
I have stellar credit, and am generally a very understanding person. In my 41 years of life, Freedom Mortgage is the first company I have ever dealt with that has caused me to yell at one of their representatives.
All a want is for them to take my monthly payment, and never call me again.

Complaint: [redacted]
I am rejecting this response because:
While we appreciate your offer of the $30 stop payment reimbursement, check [redacted] is still missing.  
 
Since you are in in the banking industry, you should know that stop payments are only good for 6 months.  After which time, check [redacted] may be re-presented to our bank for payment.  Our bank is, as you also may know, not obligated to pay a check that is posted dated 6 months or more, but it is at their option to cash it.  
Clearly, without the return of check [redacted] to us, this leaves us in jeopardy of a $2,065.59 potential and surprise overdraft of our account in the future.
If Key Bank is the banking arm of Freedom Mortgage, I do not understand why it is not possible to locate and return check [redacted].  
Regards,
[redacted]

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]Vice President Customer ServiceFreedom...

Mortgage Corporation