Freedom Mortgage Corporation

July 15, 2016
 
Roman" size="3">  
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]

Mr. [redacted], upon receipt of your complaint I reviewed your account. The statements are being returned. The analysis letter comes from a different vendor and they have a different data file. Can you confirm your mailing address by emailing it to me at
href="mailto:[email protected]">[redacted]. I do not have access to the file that the vendors use but can forward the proper address to [redacted] and have the correct what needs to be corrected
 
Sincerely
Roseanne [redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], as previously explained the title company's underwriter is working on the claim to get this corrected. You have been provided their contact information and I have been advised that they have spoken with you on more than one occasion. Freedom Mortgage can not, on our own fix this issue, which is why we had to have the title company involved. The fact that we service the loan has no bearing on the error which was caused when the loan was originated. Below is the contact from the title underwriter. Please reach out to him for the letter that you are seeking.[redacted]  [redacted]  [redacted]  [redacted]

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 [redacted], upon receipt of your complaint I reviewed the application you had in process but have since withdrawn.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

Mr. [redacted], I am sorry that this has been a long process for you and your buyer. We have to have all the documentation required by the underwriter and sometimes as they review one thing they find that they need additional information. I have been advised that the file is with the underwriter for...

final review and that there should be a decision shortly.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], I asked that your concerns be reviewed and it looks like we have a bad telephone number in our system for you. The loan came to us from Ocwen so perhaps there was a data problem when the loan boarded. I do not see anything other than that to indicate any mixing of your loan with another...

loan. As for the link for the document service I believe that you would have to create an account using the same profile that you do if you use our website to make mortgage payments. If you still need assistance with that please let me know. In meantime I am removing the 609 area code phone number from the records Sincerely[redacted]Vice President Customer Service

Complaint: [redacted]
I am rejecting this response because:The insurance was paid by [redacted] bank before closing with freedom and the agent told them that it was paid and not owed! freedom still did not disclose where the $638 whent that they financed in the loan or where the money went that was forwarded to them from the escrow account from [redacted] and simple math tells all our taxes went from $600 per year to 1000 and insurance did not double! we were financed at a payment of $636 per month and even at $817 they are still collecting almost $2400 per year and when we paid $900 for one year they collected almost $3600 in escrow  also we were told that after a year of $900 payments our payment would be $746 and they still say we have to pay $817 doesn't add up and why is this the most common ciomplaint against this co.? when you tell somebody onething and do another THAT IS FRAUD! WE REFINANCED TO LOWER OUR PAYMENT AND YOU DID JUST THE OPPOSITE! IF WE CAN NOT GET THIS RESOLVED IMEDIATLY I WILL BE FORCED TO TAKE OTHER ACTION. FEEL FREE TO CONTACT MY HUSBAND AT [redacted] ANYTIME
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: What about interest on the escrow? Check was finally received 28 days after the request was made. Response was to be received within 3-5 days after request was submitted.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you [redacted] 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]i did ask [redacted] not to do anything until I had a chance to look at the paperwork.  You [redacted] not have it recorded but I did ask that he do that.  He said he misunderstood me the next day.  I am not going through with the loan.  I just wanted him to call me back and take the inquiry off of my credit.  I also emailed stating this exact same thing.

Complaint: 11084979
I am rejecting this response because:
Hello,I would like to reopen this complaint. If you read through what was originally in the complaint and the response they stated our credit would not be harmed. I am now fighting to get a claim of 2 late payments from Freedom off my credit. I would like the link to the file as well as I seem to have deleted it thinking it was done with.  As always Freedom mortgage is not being very helpful.Thank you[redacted]
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]. I would be willing to discuss the amount that would be due at closing IF I am assigned ONE person to deal with and IF this will close by April 1st. 
Regards,
[redacted]

Ms [redacted], you can contact me directly
[redacted]Vice President Customer ServiceFreedom Mortgage Corporation[redacted]
[redacted]
[redacted]
[redacted]Email: [redacted].[redacted]@freedommortgage.com

Ms. [redacted], I reviewed the loan application you had with us. You requested that the file be withdrawn on 4/16, the request was immediately acted upon. The request was forwarded to the department that handles these requests (not evey employee can cancel an application and for secutity and...

validation purposes this is handled via a seperate department). The loan was withdrawn on our system on 4/18/15.Please let me know if you need anything further[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

I refinanced my loan with Freedom. IT was a horrible experience. Almost 4 months. I must have over 40 emails trying to get answers to problems. Over 8 people working on my loan. I can only assume people just kept quitting their jobs?
Incompetent on every level. Lucky I have a mortgage lender in the family so he kept me on them with their total disfunction.
Please don't put yourself what I went through

Ms. [redacted], Upon receipt of your complaint I asked the processor to address your concerns. It seems that there some issues documenting income and a higher than acceptable debt to income ratio. This required additional documentation and a longer processing time. Your file went into...

final underwriting and was approved on 8/12/15. The loan has since closed and funded. Please let me know if I can be of any further assistanceSincerely[redacted]Vice PresidentCustomer Service

Complaint: [redacted]
I am rejecting this response because: I am trying to refi and have not been able to do so as of yet.  I asked the numerous representative to take the credit request to management.  I am not saying that anyone promised me a credit, I am asking for a credit for the inaccuracies placed on my report as well as the barriers I am facing with trying to move to a different mortgage company. Can you please talk to the power that be and see what type of compensation will be provided for error of Freedom Mortgage.  I have had to call and deal with a customer service rep since Freedom Mortgage taking over my mortgage, spending numerous hours dealing with some pleasant and some not so pleasant people.  A letter to right your wrong is appreciated but more is warranted.
Regards,
[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]

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]

July 26, 2016
 
Roman" size="3"> Ms. [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.
 
First, please allow me to apologize for the issue you experienced regarding the escrow disbursements on your loan.
 
We have reviewed the payment history on your escrow account. It appears that taxes in the amount of $297.75 were paid at closing for the installment due on 11/10/2014. When the loan was boarded onto out servicing system, this amount was again paid on 10/28/2104 even though taxes were paid at closing. The tax authority applied this payment to the next tax installment due on 5/10/2015. However, that amount due was $338.12 which left a balance of $40.37 for the 5/10/2015 installment. The next tax bill showed a balance of $40.37 and our system incorrectly calculated $40.37 as the actual semi-annual tax amount and caused the surplus that was returned to you when the next escrow analysis was performed. In addition, your hazard insurance also increased from $907.80 to 973.81. When the most recent tax bill was obtained (the taxes were stated as $383.04 on this bill), the system was adjusted again and an escrow analysis showed a shortage of $1165.87. This also included hazard insurance which had increased to $1,223.59 per year).
 
Freedom Mortgage certainly regrets the error and in view of the situation, we will spread the amount due over 24 months in an effort to ease the financial burden to you.
 
I hope remedy is acceptable to you.
 
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: [redacted] or direct line [redacted]
Fax: [redacted]

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]