Freedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I reviewed the account history. The account is closed out, there was a negative balance in the escrow account that the servicing center was initially attempting to collect from you but we have expensed the balance and nothing further is owed from you....

I am having the credit amended to remove any late reporting to all credit bureaus. I apologize for the frustration this has caused you. Please let me know if there is anything further that I can do for you. Sincerely
[redacted]
Vice President Customer Service
Freedom mortgage Corporation

The insurance was refunded to your account on 2/15/16. The loan was analyzed and you were refunded 1268.86 on 2/26/16. Please let me know if you have any other questions

Mr. [redacted], I apologize that you had a frustrating experience in trying to get your tax bill paid. After getting your complaint I reviwed the escrow history on your account. I do see that your conversation with the servicing center was noted and that they did disburse the taxes on 2/12/14. The...

penalty was billed to our tasx service as they did not pick up the open bill and that is what caused it to not be paid on time. Please let me know if there is anything further I can assist you with. [redacted]

Mr. [redacted] I do apologize for what must have been a frustrating experience. We are reviewing the interactions between you and our staff and will send those individuals for additional training as needed. To address your question about the late charge, there was on assessed on the payoff statement...

because the loan was due for the January payment when the payoff was run and the good thru date was after the late charge date. Your loan paid off on 1/15/16 and you were not charged nor did you pay a late fee, the amount collected for it on the payoff deposited into the escrow account along with some additional interest the title company sent, the total amount was 307.54. This was combined with your escrow balance and a total of 2011.11 was refunded to you on 1/29/16 (within the 10 business days allowed for the refund of an escrow account).I am attaching [redacted]'s year end statement as well as a copy of our January statement which included our year end statement. Between the two you will have all interest and taxes paid in 2015. Please let me know if I can be of any further assistance and again, I am sorry for the frustrations you experiencedSincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

February 23, 2018   [redacted]
[redacted]
[redacted]
* Re:       Your Complaint to the Revdex.com             [redacted]...

[redacted]   Dear [redacted]   We have reviewed your complaint and researched the issue regarding the reporting of your bankruptcy to the credit bureaus.   Your Chapter 7 bankruptcy was originally filed as a Chapter 13 bankruptcy. Our records were never updated to reflect the conversion to a Chapter 7 which caused the confusion. Credit reporting guidelines are different depending on the type of bankruptcy.   We have updated our records and your account will be reported as discharged with our next reporting cycle to the credit bureaus (currently scheduled for March 12, 2018). Once the account has been reported as discharged, there will be no further reporting on the account to the credit bureaus as required by law.   Sincerely,     Joseph P. P[redacted] Director Customer Service Freedom Mortgage Corporation [redacted]
[redacted]

Ms. [redacted], upon receipt of your complaint I reviewed both the [redacted] and Freedom servicing records. It seems that your auto draft was deleted due to the transfer of the servicing (the Good Bye Letter advised of this). This was confirmed with [redacted] on 12/21. You had made a payment...

on 12/11 and then another one on 12/21 once it was determined that there was no missing payment. The account was not reported as delinquent and no late charges were assessed. The letters that you received are automated based on what the system believes the account status to be and is not reflective of your particular situation. Please let me know if you have any questions or if I can assist you further.Sincerely[redacted]
[redacted]
[redacted]

Ms. [redacted], I do apologize for the issues you are having with your account. I asked the cash department to review and they advised that the payment had been misapplied. They corrected the mistake and applied the payment with an effective date for when it was initially received and made sure that...

any late fees  were waived. If you have any issued going forward please feel free to reach out to me at [redacted]
*Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], bankruptcy laws prevent us from complying with your request. Please consult with your counsel should you have any further questions.

Freedom Mortgage is a ridiculously incompetent company. I tried to make my mortgage payment on their non-functioning website, and kept getting error messages when I tried to submit my payment. I called Customer Service (getting through to them is maddeningly difficult) and was told that the reason I couldn't make my payment was because I was on an [redacted] computer and their website doesn't work with [redacted] security features. I told him this was very inconvenient, since the only devices I have to make online payments are a [redacted] an [redacted] desktop and an [redacted] There is a fee to make a phone payment. I also questioned this because my payment has gone through (not without glitches, mind you) in the past. The agent was not sympathetic and gave me no reasonable options. He said he would waive my fee for this payment and proceeded to take it over the phone. The next day I found that two payments had been taken from my account. This was a large amount of money, and put my account into a negative balance. I called to get them to refund it, and they told me I would have to provide my bank statement to them as proof. I was completely gobsmacked at this inconvenience. So I faxed this information (who faxes anymore??) and called in again to find that this wasn't an immediate fix. They would open a work order, (which they still hadn't done from my very irate previous phone call) and when they got around to looking at the fax, they would "process" it. This was on Friday. She told me to call back Tuesday to see if anyone had seen my fax, and also advised me to email the info, just in case they didn't find the fax. What?? (This was the first time I'd even heard that they had a customer service email.) I sent the email with the required "proof." PLEEEAAASE. Any other company would have refunded my money on the spot! We were going out of town over the weekend and had to scramble to find another way to fund it. It is now Wednesday, and when I called in to see what has been done, they said they might get around to reversing it on FRIDAY. UNBELIEVABLE!!!! So I am expected to have a negative bank balance for an entire week because of their mistake?!! The customer service agent even had the GALL to say incredulously, "our mistake?" when I said this to him. Again, unbelievable. I always make my payments on time every month and this is how I'm treated. It seems like a company would want to encourage their customers to make their payments and make it easy for them. I will never, ever get a mortgage with Freedom Mortgage again.

Mr. [redacted], upon receipt of your complaint I reviewed the account history. The account is closed out, there was a negative balance in the escrow account that the servicing center was initially attempting to collect from you but we have expensed the balance and nothing further is owed from you. I am...

having the credit amended to remove any late reporting to all credit bureaus. I apologize for the frustration this has caused you. Please let me know if there is anything further that I can do for you. Sincerely[redacted]Vice President Customer ServiceFreedom mortgage Corporation

Ms. [redacted] upon receipt of your complaint I asked our servicing cetner to reach out to you and assist you with the issues you were having with the website. They did so and assisted you with resetting your password and you were able to able to log on and make you payment. PLease let me know if...

there is anything further that you need[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I asked our tax department to review your concern regarding the tax payment. They advised that the taxes, which are payable through February 14th without penalty were not paid due to a reporting error on the part of our tax vendor...

[redacted]. The taxes were paid on 3/30/16 with [redacted] paying the penalty. Please let me know if I can assist you with anything further at this timeSincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

August 17, 2016
 
Roman" size="3">  
 
[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 issue the missing payment.
 
Our records indicate that one payment posted on 5/10/2016 and again on 5/11/2016 but the 5/11/2016 payment didn’t clear. It doesn’t appear that the money came out of your bank account from our end. In order to further investigate the matter, please provide the bank statements (all pages) covering the full month of May. If checks were used to make the payments, please provide copies of canceled checks for both payments.
 
You may fax the statements to the fax number below or e-mail a scanned copy to the e-mail address below.
 
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: ###-###-#### or direct line ###-###-####
Fax: ###-###-####
[redacted]

Mr. [redacted], upon receipt of your complaint I reviewed the account. The escrow refund check was initially sent out on 5/23/16 but it seems that you never received that check. It was stopped and re-issued on 7/21/16. You should be in receipt of it within the next day or so. If not please feel free...

to email me at [redacted] and I would be happy to assist you furtherSincerely
[redacted]
Sr. Vice President Customer Service
Freedom Mortgage Corporation

November 29, 2017 Dear [redacted] I’m sorry for the mix up. The title company did have the correct address but inadvertently addressed the air bill to the rental property.  The title company has advised that they have been in touch with you regarding the matter. They will stop payment on the checks sent via [redacted] and issue new checks and send them to you via regular mail per your request. Thank you.   Very truly yours,   Joseph P. P[redacted] Assistant Vice President

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 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]

[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.
Good Evening [redacted],     Thank you for your response in regards to my unpleasant experience with our loan refinance.  I did get a phone call from the scheduling department and spoke again with [redacted]. She clearly stated that since we have already paid our October payment, we won't have to pay any amount out of pocket at the closing. I did say that if this is true my husband and I would like to continue with the closing of our loan. Unfortunately, my husband is out of town this week and a new payoff amount will be requested. I asked her to personally call me when they have the new payoff amount in 3 to 5 days. I want to thank you for sending those letters to the bureaus and to clarify if I am reached as soon as the new payoff amount reaches the scheduling department and the out of pocket amount remains the same as I was told today which was zero, we would like to continue with the closing of the loan. I am hesitant since nothing has been consistent since April, but I am hopeful that everything will work out since it has been brought to your attention.
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], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Roseanne please give me a call at [redacted] anytime after 3pm [redacted] time, so we can resolve this issue
Regards,
[redacted]