Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response based on the attached payoff statement generated by FREEDOM MORTGAGE recording the payoff as $235.469.44 through June 30.  After that date, $25.69 per day should have been added.
After contacting multiple reps at Freedom (on a recorded line), it was admitted that Freedom transferred the money into a "unapplied funds" and failed to notify the parties involved.  Freedom was not aware that the money was in the "unapplied funds" account until I relentlessly talked to several reps.
I do accept responsibility for the wire transfer being a day late, however, I am disputing that Freedom should have been paid an additional $267.54.  The wire was received on July 1. and based on the included documents, $241.85 should be refunded.  
When I first opened this complaint there was at least one other home owner with the exact same incident.  It is not about the money.  The vice president didn't get involved until weeks after submitting this complaint.  During the past 5 weeks, I have waited for the promised phone calls and responses from FREEDOM employees and received none!  
Thank You
Regards,
[redacted]

Mr. [redacted], upon receipt of your complaint I reviewed the account. You had an escrow shortage due to a recent analysis of your account. You had paid the shortage but it had not been applied correctly which caused the payment you had sent in for May to not post and be applied to suspense. We...

corrected the misapplication and applied your payment. There was not negative reporting and the late fee was waived. You account is current and due for the July 2016 payment.Sincerely
Roseanne G[redacted]
Vice President Customer Service
Freedom 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 Service
Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
A real financial institution that makes an error does not refuse to address it for their customers that they wish to keep as their clients. We are going to pursue legal actions for our closing cost to refinance out due to this issue, along with other credit agencies errors that took months to address with Freedom mortgage. Your agency is a Fraud. We paid these taxes and will no longer be paying our taxes in our mortgage until we refinance out of your company since you REFUSE TO ADDRESS AND INDICATE THE CORRECT TAXES on the 1098 statement as required. Like all real mortgage institutions, which Freedom mortgage is not.  We will also call the media and let them know what a fraudulent company you are and how you do business. So keep in mind for our April mortgage statement our Taxes will not be included and the payment will go straight to the county.    [redacted]
Regards,
[redacted] & [redacted] - [redacted]

July 11, 2016

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Dear Ms. [redacted]:

 
We are in receipt of you complaint to the Revdex.com and happy to respond.  On May3, 2016, the servicing of your loan was transferred from LoanCare to Freedom Mortgage. You were notified of this in a letter dated May 8, 2016 providing you with a new loan number and payee name and address. In order to further research you complaint, please provide a canceled check from the bank for the payment due on June 1, 2016 so that we may determine if the payment was sent to LoanCare or Freedom. We will be happy to research further and facilitate any corrections upon receipt of this documentation. Please forward this documentation to my e-mail address or fax number below.
 
Please feel free to contact me if you should have any questions.
 
Thank you,
 
[redacted]
Assistant Vice President
Customer Service
Freedom Mortgage Corporation
[redacted]
[redacted]
[redacted]
[redacted]
[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], and find that this resolution is satisfactory to me.
I would suggest to Freedom Mortgage that they no longer use this appraiser, due to the fact that he will not consider other information when it is provided to him.I would hate for someone to be put in the same position as us, and then have no recourse against his appraisal.Although we are thankful for the refund, we would also suggest that Freedom should attempt to seek a refund from the appraiser and/or appraisal company for their lack of duty to analyze and use all data that was provided to them.Sincerely,
[redacted]

Mr. [redacted], I reviewed your account and I show that we have [redacted] for your regular insurance with a premium of 586.00 and [redacted] for Flood with a premium of 481.00. There was a duplicate tax payment and we were waiting on the refund from the tax office before analyzing your account. We have found out...

that the tax office sent the refund to you. If you do not send in the refund so it can be placed back in escrow you will have an escrow shortage. Please email me and let me know if you are sending in the refund. [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
The complaint was never around Escrow shortfall. Freedom Mortgage did not answer my query at all. My query was "Why did Freedom Mortgage report to the Credit Bureaus that my account was delinquent when all my payments were made one week before the due dates". 
All my payments till date are paid a week in advance of the due dates every month. As soon as Freedom Mortgage sent me a mail about the Escrow shortfall, the payment of $237.27 was paid without any delay (on 07/20/2015).  The reference to the escrow shortfall in the original complaint was because it triggered all this mess. . This is clearly a major mistake by their accounting department and who ever signed and sent the notification to the Credit Bureaus is clearly answerable. They've fundamental flaws in their business processes that do not do proper checks before sending out these critical notifications impacting customers credit reporting. Freedom Mortgage is trying to cover up for their blunder. I'm truly surprised by their bold customer service statements on their web sites. Is this a good customer service?
I need an answer from Freedom Mortgage on why the notifications are sent. They MUST send a follow on notifications to all the credit bureaus they reported about their mistake and erroneous reporting and send me a confirmation mail (via certified mail) that my credit history does not have an impact because of their negligent behavior. 
FYI - Because of their irresponsible negligent behavior and Erroneous reporting to credit bureaus my FICO credit score has gone down by 100 points (Comparing Nov and Dec scores). Who from Freedom Mortgage is responsible and accountable for this irresponsible and unexpected behavior?
Regards,
[redacted]

August 17, 2016     Ms. [redacted], CO 80120     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 missing payment and your credit rating.   Your loan was never with [redacted] used to be a sub-servicer for Freedom Mortgage but your loan was never serviced by them. It is possible that some banks still have that information and will send payments to [redacted] unaware that the payments should come to Freedom. Please note that currently, Freedom does not accept electronic payments.   Since [redacted] never serviced your loan, it was never transferred to Freedom. Your loan was transferred from [redacted] to Freedom in June, 2015 so the RESPA guidelines you citied in your complaitn would not apply.   Regarding your credit rating, your credit for June, 2016 payment has been amended.   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 Phone: ###-###-#### or direct line ###-###-#### Fax: ###-###-####

[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

Ms. [redacted], I am sorry that you are having issues with the payments posting. The PO box is checked every day, it is located at [redacted] our payment processing bank. The process the checks the day that they get them. One issue that could be delaying the posting is if your bill pay service is trying...

to send an electronic payment. At this time we can not accept electronic payments so the bill pay service has to send a paper check and this may be part of the delay. We will be able to accept electronic payment in the future, we hope to have this available by late spring or early summer. I again apologize for your frustrations and have waived the late fees on the account. Sincerely[redacted]
Vice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted], I would be happy to review the situation with your escrow account. Can you email me a copy of the escrow statement showing the shortage and I will see what took place and what we can do to assist you. My email is [redacted]. I believe that you have been...

communicating with our servicing area and since we are not servicing your loan they are not able to find and account and are not sure how to proceed. I can work with the origination side of the business and see how the loan was closed and what we had for taxes at the time of the loan closingSincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I reached out to the loss draft department. They advised that it is our requirement that a licensed contractor complete the work. This is a large claim and it is our responsibility to the investor that the work be completed in a professional manner. [redacted]...

[redacted] is the investor and we must do what is required to meet their expectations. Below is what the procedure is in regards to the claim and the release of the fundsUpon receipt of all required documents (signed contract, contractor’s W-9, contractor’s wavier of lien form, adjuster’s estimate, and copy of contractor’s license), a disbursement of $40,000.00 would be issued to the borrower and contractor.  Upon the repairs being verified by inspection at least at 50%, an additional disbursement of one-half of the remaining balance would be released to borrower and contractor. The final disbursement would be held until inspection verifies repairs are at least 90% complete with no structural repairs remaining to be completed, at which time the funds would be released to borrower and contractor. I am sorry but we will not be able to comply with you wish to have all the proceed sent to you and to waive the requirement for a licensed contractor.  SincerelyRoseanne GSVP 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]

Complaint: [redacted]
I am rejecting this response because:
I still have not had anyone at Freedom Mortgage detail what went wrong in this situation or address my mortgage refinancing which now have been in process over 120 days.   Why does Freedom Mortgage continue to deflect the situation instead of providing customer service?   Please advise immediately of an action plan to address my concerns.  Thank you. 
Regards,
[redacted]

Ms. [redacted], I apologize for the length in time that it has taken to process your refinance, I understand that there is now an issue with the [redacted] case number that is holding things up. I am being told that that issue was resolved today. I submitted a request for a refund check in the amount of 65.98...

be sent to you for the late fee. [redacted] charges the fee and Freedom can not waive their fee but we can refund you for it. The request was submitted on the 24th and it usually take about 2 weeks for the check to be mailed. If you have any questions or would like to discuss this situation further please feel free to reach out to me at [redacted]Vice President  Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because: [redacted] will not answer my phone calls or return my messages even though she asked me to reach her directly. I just received the check in the mail for $2620 dollars. I have not cashed it as it does not match how much I paid to the mortgage in April (which was an auto draft and I was not supposed to pay), which was $2010 dollars and when I asked for it to be explained they sdaid the combination of money was from different accounts, it did not sound right, because, if I made a payment that wasnt supposed to be paid why then am I not receiving the exact amount I paid? The issue that I am seeking to address is the 3 months of time that it took to close my refinance and on top of that the inability to receive my escrow account back as a check, which I was told would happen. A new problem that has arisen is while I called customer service at Freedom Mortgage, they told me I WAS supposed to make my April payment and skip the month of May with my first payment in June. This is a huge issue as in my whole agreement, verbally and from what I believe is in my mortgage agreement is that I skip both April and May with my first payment in June. I need a response immediately, the lack of communication and effort on Freedom's side is showing me they are not taking this seriously, this has the potential to be a huge issue.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
1.  I never received the documentation as the Vendor states2.  I did repeatedly ask for the documentation as requested....I will be happy to provide the emails from Jeff Petersen as proof.  Its funny to me that all this research was done without a single contact initiated to myself3.  Negative credit reporting is a serious issue, a single "oops" is unacceptable.  4.  After this complaint I have spent hours on the phone trying to resolve the "numbers" issues that were entirely incorrect leaving the old loan without the ability to close.  Freedom mortgage "oops" again and paid my property taxes twice/ While I did indeed close the loan, it has been with nothing but problems....I essentially had to work through all their incompetence at each and every phase.  I honestly have no idea how this company stays in business.  I highly suggest any customer considering using their services to think twice.
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.

[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]