Freedom Mortgage Corporation

Ms. [redacted], I do apologize for the difficulty you were having with the refinance. You application did take a long time to process and there were some issues with your name and the subordination agreement but it still should not have taken as long as it did. We have since approved and closed...

the loan, we as the lender applied additional credits to keep the interest rate and closing costs as initally promised. Please let me know if I can be of any further assistance[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Freedom mortgage has been working on my refinance since March 6th. I was originally approved with DU approval. I explained I did not want to pay for an appraise until we were approved. Needless to say it's now June 18th. I was told we would close June 1st through the 4th. Then June 10th. Then by July 1st.I had a power of attorney for my wife. Since June 1st. I wanted to use my own title Co because of freedom mortgages lack of experience is a nice way to say it. My poa was declined. Called my title Co and got one signed and notarized from them. Took freedom mortgage another week to o ly say that one was not approved also. This company [redacted]

[redacted] I am still working on your issue with the escrow and insurance department and respectfully request a few more days to complete this and to respond to you with a resolution.[redacted]Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:we refinanced with this co to lower our payment and interst rate original payments were $600 and something they raised the pay ment to over $900 amonth for a year! now its $800 something they financed $600 plus dollars for escrow they receved over $1200 from the original banks escrow account that adds up to over $1800 right there now add $200 plus dollars a month time 12 months that is giving them another $2400 dollars totaling aproximatly $4200 yes they paid $838 for insurance they didn't need to pay and our taxes only increased $600 when payed on the early payment so now we are aproximatly at$3362 for an $1800 escrow account?????????????
Regards,
[redacted]

August 2, 2016     Mr. [redacted]
[redacted]     Re:       Your complaint to the Revdex.com   Dear Mr. [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 lost payments.   As of today, our system shows that 3 payments have been posted which represent the April, May and June payments and you are currently due for July.  In addition, an informal payment plan has been set up where you have agreed to make 1½ payments from July to December, 2016 in order to bring the account current.   We have also waived the late charges in the amount of $143.94.   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 500 Virginia Drive, Suite 502 Fort Washington, PA 19034 Phone: [redacted] or direct line [redacted] Fax: [redacted]

March 19, 2018   [redacted]
* Re:       Your Complaint to the Revdex.com             Dear [redacted]
* We have...

reviewed your complaint and researched the issue regarding the payment of the escrow shortage.   While your escrow shortage was received, it was not applied correctly so that your payment would be reduced. Normally, when Freedom Mortgage analyzes an escrow account that contains a shortage, the Borrower is provided with a special payment coupon within the escrow analysis document and instructed to send the shortage amount to a special unit where the shortage is applied and the payment reduced accordingly. Since your analysis was performed by [redacted] prior to the transfer, we were unable to issue these instructions to you.   We have reanalyzed your escrow account and adjusted your monthly payment from $1,157.93 to $1,089.90 effective with the April, 2018 payment. The new escrow analysis will be mailed to you but I have attached a copy for your records. In addition, you will be receiving an escrow surplus check in the amount of $302.81 within the next 10 days which represents the overpayment of the initial escrow shortage payment plus the monthly shortage amounts from the January, February and March payments.   We apologize for any inconvenience this may have caused.   Sincerely,     Joseph P. P[redacted] Director Customer Service Freedom Mortgage Corporation [redacted]

Ms. [redacted] since all the funds were sent together we reached out to [redacted] asking them what happened to the principal payments and they advised they had had applied the funds and provided the info below as evidence

Dear [redacted],We are in receipt of your complaint and are happy to respond
to your concerns. Upon receipt of your complaint, we reviewed the
documentation you supplied and consulted with our legal department. Due to the
fact that the property is an environmental waste site and the structure is...

gone
we cannot do any further lending on the property nor will be buy the loan back.
What we can do is use the renovation funds to pay down the balance and then do
a work out with you for the remaining balance. Our legal department will be
reaching out to you directly to discuss this with you.  If you have any further questions or concerns, please do not
hesitate to contact me.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage[redacted]

Mr. [redacted], as you are aware, we communicated via email the other day in regards to your concern about the credit report. A that time I advised that we had submitted a correction request to the credit bureaus and that the account would reflect paid as agreed and paid in full in the next...

reporting cycle. At the end of our communications you indicated that you were satisfied with the resolution. Please let me know if there is anything further that I can do for you.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

September 7, 2016
 
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Mr. [redacted] and Mrs. [redacted], SC 29464
 
 
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 appraisal refund.
 
The check for the refund of the appraisal was issued on September 6, 2016. Please allow 5-10 business days for delivery. I have attached a copy of the check for your records.
 
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], PA 19034

[redacted], Upon receipt of your complaint I asked the cash department to review your account. They found the funds had been applied to the suspense account and not yet applied as a payment and the extra fund to principal. The have since applied the payments and extra principal. If you would like a...

copy of your payment history please email me at [redacted] There was no negative reporting to the credit bureaus for any of the months involved.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

To their credit, they did finally resolve payment credit issues...but this took at least 3 weeks. But the website is a) very difficult to access, even in off peak hours, and b) they have a "policy" about how to apply payments that are made over/above amount due that is, I believe, illegal...unethical at a minimum, and a breach of contract more probably. Their policy is to take anything over/above and apply it to the next months payment, with prorating to escrow, principle and interest. By definition, anything over /above should automatically be used to reduce principle unless specifically requested otherwise. Why? Because to do anything else causes additional interest to be paid...essentially amounting to a prepayment penalty, while the loan documents specifically state there is no prepayment penalty. I always pay extra, and my loan was recently sold to Freedom from the original lender. Previous lender always applied extra to principal, but when I received my first statement from Freedom, I noticed it wasn't happening as intended and phoned to question and resolve. As I said, 3 weeks...and told that it is their "policy" over and over. I wrote and made point that they can't just make up a policy that penalizes me...of course no response to this. I am hopeful that Revdex.com can recognize that this is shady business and seek to help them fix their crooked policy. I would move my mortgage but don't want to go to the expense of another refi as I'm happy with my interest rate.

Complaint: [redacted]
I am rejecting this response because:
First let me thank you for taking time out of your day to address my concern.  I understand how it feels to be taken away from your responsibilities to address unexpected issues.  It’s alarming that you feel like a letter to correct an issue caused by a member of your company would be enough.  I would think at the very least, your company should have sent a letter without me having to call countless times to request that it be done, seeing as though the error originated because of Freedom Mortgage. An error that should not have taken place to begin with.  While I really do appreciate the bare minimum being done, it is not enough for me.  I have placed numerous calls Freedom Mortgage every month since having my mortgage which has been with your company, which has been a  big inconvenience and not something I signed up for, much like you not signing up to deal with this issue. Your resolution to this matter is not acceptable.  This is been a horrible experience!  In the business world in no way should the customer (that would be me) have to deal with any adverse action because of an internal issue.  I have and I continue to spend time dealing with this matter.   Taking time out of my day to call each month to ensure that my payments have been posted to my account, on time and accurately.  The negligence of your company has affected more than just my relationship with your company and a 3 sentence letter will not suffice.  It is anything but acceptable for your company to jump the gun and try to hold me financially liable for something that I did not do and report me to the credit agencies, but think a letter will make everything okay.  Your company missions and value statement lists integrity and responsibility of growth as two of your values, I fail to see how you have lived up to those values in this situation :
Integrity - Business integrity inspires trust in our company, products and services. Collectively, we stand by our belief that there is a right way to do business. This is the path we follow, with the highest ethical standards as our guide.Customer-Focused. The voice of the customer is at the core of all we do. Their satisfaction is the hallmark of our success.
Responsible Growth - We continue to grow our business for the betterment of our employees, customers and partners. We do so responsibly and are accountable for all our decisions and actions.
The lack of integrity in this case where my account was sent to a loss mitigations department for payments received, which could have ended with my losing my home had I not made numerous calls.  Follow-up calls when your staff failed to follow up with me as they said they would.  Exactly how is my satisfaction the hallmark of this story?  What exactly have you held your company accountable for? So I respectfully decline your decision and would greatly appreciate it if you would pass my concern off to someone else in a HIGHER position that regards timely paying customers, and values their time. Your lack of assistance has not been useful at all.

Regards,
[redacted]

Ms [redacted], upon receipt of your complaint I asked the cash department to review your account. They advised that The January payment was reversed as NSF by your bank (check #398689 SECU) We received a payment on 2/17 which was  a phone payment and that was returned as well as your bank...

stated the "customer revoked payment". The same thing has occurred with your March payment, the bank is telling us the payment was revoked. I am not sure what is happening but I believe that you may need to contact your bank. The account is still due for the 3/1/16 payment. I am sorry that this is occurring but something appears to be at issue with the bank. Perhaps the bank could do a three way call between them, yourself and our servicing center
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because: no all issues have not been resolved, I have called Roseanne and joe M and left multiple messages asking them to call me anytime after 3 pm [redacted] time so we could resolve this issue and I haven't received a single phone call or message from them.  Freedom mortgage just sell my loan to another company so I don't have to deal with this raunchy customer service this issue has been going on since the beginning of November!! Enough is enough!!!! I'm tired of calling and leaving messages and freedom mortgage will not try and resolve this issue!!!!!!!
Regards,
[redacted]

[redacted] reviewed your loan application with the office handling your file. The SBA loan was not an issue at anytime. The biggest issue was with how the loan was structured and the information given to us by the broker. Please see below from the office handling the fil
"Based on...

the information in [redacted] (our loan processing system), the file was initially underwritten on 3/12/14 and the file was unable to render due to the debt ratio which caused DU findings to go to an ineligible status.  The underwriter requested verification of the monthly payments for the student loans as credit report only showed these loans as deferred with no payments.  The file was submitted back to the underwriter and reviewed on 4/21/14.  This Underwriter was provided with a new credit report with the student loan payments and other liabilities thus the debt ratio was still not acceptable to DU.  The Underwriter sent the broker the new condition sheet.  The next underwriter review was 5/27/14 and the broker increased the loan amount that exceeded the maximum LTV allowed by FNMA for a cash out refinance.  The Underwriter actually countered the broker to restructure the loan to the maximum LTV of 85% and keep the debt ratio within guidelines.  There was communication throughout the process with the broker. "
The broker has not submitted anything further after the last communication with the underwriter and the file is still in the status of unable to render. We have not closed out the application. I would need the broker to close out the file before I can consider refunding the appraisal fee.
[redacted]
Freedom Mortgage Corporation
[redacted]

Mr. [redacted], the system is not ours to change. We have no ability to change our vendors programming. We are asking them to amend their system to allow for what you are asking but are at their mercy.

Mr. [redacted], please call me at [redacted]. It will be easier for me to go over the old loan's history with you on the phone then going back and forth in an email. I attached the history with the last response and am attaching it here again. If you would call me so we can go over it I think it will clear things up and if you have further questions I can address them immediately.[redacted]Freedom Mortgage

Mr. [redacted], upon receipt of your complaint I asked the escrow department to review your file. After reviewing it was determined that you were correct the property is not in a flood zone. It seems that there was a data error either on our system or that of our flood vendor that caused this. The...

lender placed policy has been cancelled, there is no requirement for private flood insurance and your account was analyzed and your new payment will be 1872.86 effective 5/1/16. We apologize for the error and will be looking of the root cause. SincerelyRoseanne [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

[redacted], I am sorry that you experienced frustration in regards to your escrow refund, it seems that the intial check was stopped but not before you had deposited it. I would be happy to refund any fees you incurred but would need some supporting documentation to provide to my accounting...

department. Please email this to me at [redacted]. In the meantime I believe that you should be in receipt of the replacement check. It was sent via overnight on the 10th and left at your front door by [redacted] on the 11th. If this is not the case please let me know.I hope this addresses your issues[redacted]Vice PresidentFreedom Mortgage Corporation?