Freedom 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

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

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

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

September 13, 2016       Mrs. [redacted] and Mr. [redacted]
[redacted]     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 3 additional bi-weekly payments.   On all 3 drafts, the payments were sent to us via your bill pay service. Freedom Mortgage did not draft these payments from your account; rather your bill pay service sent them to us.  On July 27, 2016, Freedom Mortgage mailed you check # [redacted] in the amount of $897.00. I have confirmed that this check, which represented a refund of two of the payments, was cashed. On August 18, 2016, check # [redacted] in the amount of $474.35 was mailed to you. You should be receiving this check shortly which will complete the refund of the 3 payments in question.   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]

Ms. [redacted], I do apologize for the issues you had with the payoff of your old loan during the refinance. When the payoff wire was sent is was short due to an escrow refund that had been issued to you the day before the funds arrived. This caused a shortage and the payoff was retuned to the title...

company. There was a breakdown in the communication between the servicing center, the title company and our funding department and we did not realize that the funds had been returned. It was not util you contacted one of our employees who brought the issue to the attention of management here that we realized there was a problem. We contacted the title company and they re-issued the payoff wire and the old loan is now paid in full. Again I deeply apologize for this situation. The additional payments you made will be refunded to you shortly. Please let me know if I can assist you further by emailing me at [redacted]Vice President Customer ServiceFreedom Mortgage corporation

October 18, 2016     [redacted]
[redacted]
[redacted]
    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 processing of your mortgage application.   Frist, please allow me to apologize for the poor customer service experience. We have addressed the issues you have experienced with your loan processor. As you have requested, one of our Managers, Arvind [redacted] has been in touch with you to review the status of your application. At this time, we only need a copy of the master insurance policy to submit your loan for final approval. We are working to obtain that document in order to complete your file.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

September 20, 2016
 
Dear Ms. [redacted]:
It is my understanding that you have been in touch with Melissa M of our office today. We asked Melissa to reach out to you in order to explain the fees that we waived and the payments due and the amount. I understand that the conversation went well and you are happy with the results.
 
Thank you.
 
Very truly yours,
 
Joseph P. 
Assistant Vice President

September 14, 2016     Mr. [redacted] and Mrs. [redacted]     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 your hazard insurance.   Your previous servicer, Roundpoint inadvertently paid the remaining balance of the Hazard premium to [redacted] in the amount of $973.50 on 11/20/15 which was cashed on 12/2/2015. The funds were advanced/lent to make the payment. The loan transferred to Freedom on 4/18/16 with a negative escrow balance of -$973.50. The escrow account was analyzed on 7/21/16 to recoup the negative balance over 12 months. Effective with the 09/16 payment, the new payment amount became $1,792.58 (P&I of 1711.46 & 81.12 for advance).   If you paid your insurance last November/December, then there was a double payment to the insurance company which should have been refunded to you. Unfortunately, the loan came over to us with the deficit from [redacted] so the funds must be recouped. We have spread them out over 12 months.   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]

[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. Marlene was wonderful to work with. She was very communicative and kept me updated throughout the process of reviewing the complaint, processing the escrow analysis and cutting the check, which I received just a few days after it was postmarked. Thank you for your wonderful customer service in light of the difficulty that transpired. If anything I will be better prepared for next year's property taxes. 
Kind regards,
[redacted]

Mr. [redacted] I have reviewed your account and I do not see that you were assessed late charges. When the servicing of a loan transfers the borrower is protected under RESPA for the first 60 days for being assessed late charges or being reported as delinquent to the credit bureaus. It does not...

mean that you do not  have to make payments for 60 days however and that is why you were getting phone calls and letters. The loan was still showing due for December in January. After reviewing your account it seems that you have some additional issues regarding payoff fees and a tax payment. Please email me directly and I will help you get your concerns addressed. [redacted]Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I reviewed your loan and saw that the escrow refund was sent to your bank via ACH on 4/22/16. I apologize for the delay. Please let me know if there is anything further that I can do for youSincerely[redacted]Vice President Customer ServiceFreedom...

Mortgage Corporation

Mr. [redacted],Upon receipt of your complaint I realized that I was already working on your issue. It seems that the funds were sent to our sub-servicer, who was you prior servicer. They in turn sent it back to us but because we had no information on what to do with it and what loan it was to go to we...

sent it back. I was able to find the funds and have them sent back to us and they have since been applied to your current loan as a principal reduction. please let me know if I can be of any further assistanceSincerely,[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because: The reply from Freedom Mortgage stated the following: "We did not provide the option of paying the remaining MIP premiums as a lump sum as this would have overfunded your escrow account as of the escrow analysis effective date."  Freedom Mortgage has been able to refund us overages in our escrow account in the past.  Also, we have recently received a letter from Freedom Mortgage giving us the option of making a payment of $669.10 or spreading the amount over 12 months to cover a shortage in our escrow account.  It appears that the option of making a payment is available once the Revdex.com is included into the conversation.  
Regards,
[redacted]

Ms [redacted] you will be able to refi with any other lender once the bureaus update your account. As for a credit the representative you spoke with denies offering you any kind of credit.

Ms. [redacted], I apologize for the issues you were having with the tax payment and the refinance. It appears that the over due tax payment was what was holding up the refinance. I was able to get the taxes paid on 3/22/16, with any penalty or interest paid by Freedom and your refinance is scheduled to...

close on 4/1/16. The root cause of the delay in the disbursement of the tax payment will be thoroughly reviewed and corrective actions will be taken as needed. Thank you for bringing this to our attention.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,
Scott [redacted]

Mr. [redacted], can you please confirm that we have addressed all of your concerns and that this complaint can be closed
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted] upon receipt of your complaint I asked the servicing department to review your request to have your credit reporting amended. They reviewed your request and have sent an update to the credit bureaus removing the delinquency. Please let me know fi there is anything further that you...

need.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation