Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
Almost daily? Please don't insult my intelligence with a blatant lie. She has called me twice and the issue STILL has not been resolved. You clearly have the record confused, I have been calling YOU almost everyday since September (as your records surely indicate) with nor resolution to my issues.
Regards,
[redacted]

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*   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 regarding the difficulties you encountered in making your payment on our website.   We are constantly striving to resolve any issues relating to our website. Given the issues that you have encountered in attempting to make your payment, we have amended your credit for the July 1, 2016 payment.   I apologize for any inconvenience this has caused.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       [redacted]
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Complaint: [redacted]  I am rejecting this response because:
Note:Please do not reverse the second principle payment.  Check # [redacted] totaling $8,653.30 was mailed on 3-29-16.  The check covers both March and April, each $1326.65 and includes an extra principal payment of $6000.00 which was clearly indicated on the return payment stub. Ms. G, thank you for your response and apologize, unfortunately your explanation is tremendously inadequate.  Your “logic system” is not the least bit logical; it should not apply funds based on customer tendencies, rather it should apply funds EXACTLY AS INDICATED ON THE RETURN PAYMENT STUB, accompanied by each check.  If not, than what is the purpose of the detachable payment stub that indicates additional Principle, Escrow and Late Charge payments?  The computer system should see the information indicated on those fields and apply them exactly as indicated!  If the system sees a discrepancy between the indicated amount and the amount on the check then a manual review should be performed.  I should not have to write a separate check simply to make an additional principle payment; again that is what the detachable payment stub is for.   Your “logic system” assumes tendencies, should I assume Freedom Mortgage engages in fraudulent practices because it knowingly miss applies applicants’ payments in a manner that benefits Freedom Mortgage and negatively affects its customers? As previously stated, my previous mortgage company had no issues applying my extra principal payments, regardless of the amount. You mentioned a manual processing location but did not provide an address. You mentioned “an additional payment was reversed and applied towards the principle”.  This seems to imply that more than on payment was revered and applied towards the principle.  Based on my monthly statements and my online Freedom Mortgage account, only one payment was correctly reversed and applied towards the principle (Please do not reverse any other payments).  Please correct me if I am mistaken. It should also be noted that you completely ignored the issues I encountered when I contacted your Customer Care line at [redacted]. As I stated previously, I discovered the errors rather quickly and contacted Freedom, however, the customer care representative’s ineptitude caused this bad situation to get even worse.  They could all stand to improve their active listening skills and better familiarize themselves with computer system they work with daily. Regards, [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because I did not speak with ANYONE from Freedom Mortgage on Dec. 8, 2015, nor has the company addressed the problems. I did speak with [redacted] on December 4; however, [redacted] stated that he would follow-up by December 9, I asked [redacted] to follow-up no later than Dec. 11. I have yet to hear back from [redacted]. In addition, I left a voicemail message for [redacted] on Dec. 15, 2015, which I have not received a call back yet from. The original rep which I spoke with Dec. 3, 2015 followed-up on Dec. 21st (18 days after the initial contact), stating I am following-up from a few days ago. THE PROBLEMS STILL EXISTS: 1.    FREEDOM MORTGAGE CUSTOMER SERVICE IS HORRIBLE. 2.    MY QUESTIONS STILL HAVE NOT BEEN ADDRESSED.
Regards,
[redacted]

Mr. [redacted], I apologize for the previous response, I had confused your complaint with another. The charges you are seeing are an error and were the result of bad data we receive when your loan transferred from your previous servicer. We are in the process of removing the charges and you should not see them on your next statement.SincerelyRoseanne GVice 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
href="mailto:[email protected]">[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 closing
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I asked the escrow department to request a refund of the duplicate tax payment and to cancel the analysis that was recently done as it is not accurate due to the erroneous disbursement. They have done so and we are waiting on the refund from the tax...

office. Once we have that we will deposit it back into escrow and reanalyze your account. I apologize that you concerns were not addressed in a more timely manner and we will review this issue with the staff involved.Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted], I do apologize for the length in time that it has taken to issue the balance of the refund. It seems that the small disbursement from escrow made to you after payoff prevented the normal automatic disbursement of the funds. Your request for this to be escalated should have been complied...

with and we will be reviewing this with the parties that were involved. The check was issued on the 3rd and sent via regular mail. You should have it within a few days and if you do not have it by the middle of next week please email me at [redacted] See disbursement information belowSincerelyRoseanne [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Ms. [redacted], upon receipt of your complaint I reviewed the loan file, the loan was denied because you have had a mortgage late within 6 months of the last FHA case assignment date. The loan officer may have been confused as this requirement from FHA recently changed, we will address this...

with him. I do apologize for the misunderstanding but FHA guidelines will not allow an application at this time. Once 6 months has elapsed from the date of the last delinquency you can apply again with us or any other FHA lender. Please let me know if I can be of any further assistance
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

[redacted], I apologize for the delay in getting the account updated with the analysis information from your prior servicer. We have adjusted the payment and applied the January payment on 1/27/16. We were not made aware that the account had been analyzed prior to the transfer of servicing from [redacted]...

[redacted] to Freedom MortgageSincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

July 26, 2016     Mr. [redacted]
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  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.   First, please allow me to...

apologize for the issues you experienced concerning the delayed payment. I have reviewed the issue and it is difficult to determine if the check was delayed due to the US mail or if there was some issue during the bank processing of the payment. The check was received the Key Bank and we do not have access to the original so we are unable to return it to you. However, we do have an image of the check along with the stop payment. I have attached the image for your records. I hope this will suffice.   In addition, we will be happy to reimburse you for the $30.00 stop payment fee assessed by Bank of America. You should be receiving the reimbursement check within 2 weeks.   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]

Mr. [redacted], upon receipt of your complaint I asked the servicing department to review your concerns. It seems that the payments in question had been sent to Loancare Servicing by your bank ( that was the previous servicing company) Loancare located the payments and are forwarding them to you. We have...

blocked credit reporting and waived late fees plus a property inspection fee. Please let me know if we can do anything else for you at this time. Sincerely[redacted]Sr. Vice President Customer ServiceFreedom Mortgage Corporation

Dear Ms. [redacted], upon receipt of your complaint I asked our servicing transfer department to review your concerns. They reviewed and on 2/26/16 confirmed that the payment plus the additional principal had been received by [redacted] and should be being applied. Your loan was released off of our...

system on 3/1/16. I apologize for the confusion regarding the payments. Please let me know if I can be of any further assistance SincerelyRoseanne GVice President Customer ServiceFreedom mortgage Corporation

[redacted], it seems that the invoices you submitted as the source of the deposits do not line up with the dates that the funds were deposited vs. when the invoices are dated and there are 9 deposits that need to be sourced but the invoices only show 5 deposits. I think that you would need to provide the...

additional documentation for the other deposits and a letter explaining what goes with which deposit. Below is what was outstanding. The file is currently closed for incompleteness so I would suggest that you may want to contact the loan officer for additional information. ·         Still missing LOX for previously addressed large deposits from B of A bank statement,period end date, 02/06/2015 [redacted] Please provide LOX and paper trail for the followingdeposits from B of A bank statement, period end date, 03/11/2015: 02/10, $1,2900; 02/11,$600; 02/12, $500 from [redacted] 02/24, $2,250; 02/27, $1,000 from [redacted] 03/03, $2,400; 03/10, $2,500 ·         Bank Statements-Source of FundsProvide source of funds for the following: Provide LOX and paper trail for thefollowing deposits: 01/15, $3,500 and 02/03, $1,000 from [redacted] (Depositstotal > 2% of the Original Property Value). please let me know if you need any further assistance, you have my email[redacted]Vice President Customer ServiceFreedom mortgage Corporation

Mrs. [redacted], upon receipt of your complaint I met with our funding department. It appears that they were aware of this problem. The title company provided us the wrong wiring information for your closing attorney. We rely on the title complaines to provide accurate information for their closings,...

that did not happen in this case. The funds were returned and were disbursed properly this morning.Please let me know if there is anything else I can assist you with[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

[redacted], I apologize for the frustrations you had with our servicing center. As you are aware we corresponded and the late fee and NSF fee have been removed and I requested a refund for the 30.00 charge from your bank. I appreciate the opportunity to assist you and feel free to reach out to me...

at anytime in the future.[redacted] Vice President Customer ServiceFreedom Mortgage Corp

Dear Ms. [redacted],We are in receipt of your complaint and are happy to respond to your concerns. Upon receipt of your complaint on 1/12/16, I reached out to the operations manager for the area handling your loan file. She advised that the file was still being worked up for closing and that she would...

review your concerns about the closing costs and first payment due date for the new loan. She worked with the closing department to make sure that there was no cash needed from you at closing, that the payment and terms matched your expectations and that your first payment was not due until 3/1/16. Once the loan was in a position to close in accordance with your expectations they reached out to you and scheduled closing. The closing took place on 1/21/16 based on your expectation and the loan has since funded. If you have any further questions or concerns, please do not hesitate to contact meSincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

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]

Everyone who has helped as always been great.

Ms. [redacted], upon receipt of your complaint I reviewed the payment information from the old loan compared to the new. The difference you are seeing is because the mortgage insurance payment on the new loan is 79.32 while it was 54.59 on the old loan. The principal and interest went down but the...

MIP went up. You previous payment (based on the statement you provided) was 877.87 and the current payment is 884.78. You are saving money with the lower interest rate and the mortgage insurance is not required to be on the loan for the full 30 years. Please let me know if you have any further questions. 
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Coporation