Freedom Mortgage Corporation

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

[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

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

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]

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

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

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]
*

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

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]

[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

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

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]

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

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

Dear Ms. [redacted],
 
I further researched your complaint. When your pay off was issued, the amount of the pay off included $267.49 for escrow to account for upcoming expenditures. This $267.49 along with your escrow balance as of the date of the pay off in the amount of $908.65 (total: $1176.14) was needed to pay your hazard insurance ($,1083.00) and your PMI insurance ($162.14) (total $1245.14). This leaves a deficit of $69.00 which Freedom Mortgage absorbed in order to the pay off of your loan. Therefore no refund is due to you. However, as a courtesy will be sending you a check for $200.00 for any inconvenience this has caused.
 
Thank you.
Very Truly yours,
[redacted]
Assistant Vice President
 
 
[redacted]

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 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

Dear Ms. [redacted], upon receipt of your complaint I reviewed the application you had in process but have since withdrawn. It seems that the subordination and an unreleased lien were holding up the process of the file. I would agree that some of this should have been addressed earlier in the process but...

the need for a subordination (which is required every time you refinance when you have a second mortgage) and the lien release would have still been needed. WE have no control over the subordinating lender and we needed you to provide us with the lien release. Without those we were at a stand still. I am sorry that we were unable to close on the loan and that you were frustrated with the process. Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

July 15, 2016
 
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Ms. [redacted]
[redacted]
[redacted]
*
Re: Your Complaint to the Revdex.com
 
 
Dear [redacted]
 
We are in receipt of your complaint and are happy to respond to your concerns.
 
Your application was taken on May26, 2016. In your complaint, you stated that you were told that our process normally takes 1-3 weeks. This is incorrect. Out process for FHA Streamline loans normally takes 30-40 days depending on our volume and the circumstances of each loan application. Your application to us was made on May 26, 2016.  Your loan was first submitted to our Underwriting department on June 29, 2016. Unfortunately, we did not obtain a final approval as the Underwriter had asked us to correct some minor issues. We re-submitted your loan for approval on July 7, 2016 and received a final approval on the same day. Your loan was then scheduled for closing on July 15, 2016.
 
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]
Phone: [redacted] or direct line [redacted]
Fax: [redacted]
[redacted]

August 9, 2016     Mrs. [redacted] and Mr. [redacted]
[redacted]     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 issues regarding the difficulties experienced in setting up an online account and the customer service experience.   Regarding the online account, our Customer Service Manager, [redacted] contact you personally and addressed the remaining concerns with the website. Per my correspondence with Lyndon, all of your questions were answered.   Regarding you experience with our customer service representatives, we are in the process of reviewing the calls and addressing any deficiencies found.   I apologize for the poor experience in starting your account with Freedom.   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] Phone: [redacted]
[redacted]