Freedom 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], 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

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

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]

[redacted], upon receipt of your complaint I asked the sales manager to review your file. He explained that the loan officer was new and that your loan had been taken out on 4/13/2009. To determine the up front MIP costs on a loan the loan officer puts that date into the FHA calculator which adds...

30 days to that date to determine the endorsement date. The endorsement date determines which version of FHA’s up front costs to use as they have changed their guidelines a number of times. Adding 30 days to 4/13/09 gives an endorsement date before 6/1/2009, the date that FHA increased the up front MIP costs. When the FHA data was later reviewed it was seen that your loan was not endorsed within 30 days of the closing (which is very unusual) Your loan was endorsed after 6/1/2009 and therefore subject to the higher up front MIP. This was a simple mistake not any attempt to bait and switch as the MIP isn’t payable to Freedom it’s payable to HUD and not subject to change. As a courtesy I am having the credit inquiry removed from your credit reportSincerely[redacted]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

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]

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

[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

November 20, 2017 [redacted]
[redacted]
[redacted] Re:       Your Complaint to the Revdex.com            Dear [redacted] We have reviewed your complaint and...

researched the issue regarding the two debts that were to be paid at closing. Please allow me to apologize for the length of time it has taken to correct this issue. When this type of issue occurs, the process to correct it can take some time. The loan must be re-underwritten and approved, the Closing Disclosure must be revised and then the title company must re-issue new checks. One of our managers, Chanda M[redacted] has been in touch with you regarding this issue over the past week. The Closing Disclosure has been revised (see attached revised CD and cover letter) and we have requested that the title company re-issue the checks to you in the amounts of $99.00 and $233.00 respectively. The checks will be issued today and sent to you via [redacted] overnight mail (Tracking #[redacted] Sincerely,  Joseph P. P[redacted]Assistant Vice PresidentCustomer ServiceFreedom Mortgage Corporation[redacted]
[redacted]

Mr. [redacted], the explanation I last provided explains the current shortage. All funds have been applied correctly and you do have a new shortage because of the change in the tax disbursement dates. I will ask someone to contact you to review.

Everyone who has helped as always been great.

Complaint: [redacted]
I am rejecting this response because: You are not addressing the principal payment that was reversed on March 1,2016. I sent the reference #, and you still chose not to address it. You keep referring to the payments that I know that have been applied already. I have sent a complaint to the Department of Savings and Mortgage Lending to take further action.
Regards,
[redacted]

July 26, 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.   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]

[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

Mr. [redacted], upon receipt of your complaint I reach out to our processing manager Nancy [redacted] to see if she was aware of the issue with your checks. She advised that she was and was working with you to get the proper payments and names of the payee's on the checks. My understanding is that...

as of today all of the checks have been corrected and sent out to you. If this is not the case please reach out to me at [redacted]
Sincerely
Roseanne [redacted]

This company contacted me repeatedly to refinance my existing mortgage with them at a lower rate. I filled out the necessary documents and was given a tentative closing date of 27 June. Since then, I have had no luck in reaching my Sr. Loan Advisor. He refuses to return my calls. When I do reach him through the switchboard, he promises to call me and then never follows through. I now have a loan application out there that I do not know the status of. I plan to refi with another mortgage company ASAP to get my existing mortgage out of the hands of these incompetents.

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 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]

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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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