Freedom Mortgage Corporation

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.

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]

[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: 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]

[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

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

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]

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

[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]

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

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

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

[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: 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]

Mr. [redacted] I am sorry that you did not have a good experience with you refinance application. We will review the actions of those involved with your file and take action as needed. You appraisal fee was refunded to your credit card on 6/25/15. You should be able to see that credit at this...

time. If not please contact your credit card company to confirm a pending credit.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted] upon receipt of your complaint I reviewed the
escrow account with our escrow department. They advised that there was a
payment made to [redacted] insurance in the amount of 809.17 and disbursed from
escrow on 9/1/15. The funds came back from the insurance company...

were
redeposited into the escrow account. The account was analyzed as part of our
routine procedure and due to the system showing a payment for the insurance already
having been paid the funds that were redeposited resulted in a perceived overage
by the system and you were refunded 545.68 on 9/28/15. Two days later the
insurance department received the correct bill amount and paid [redacted] in the
amount of 971.00. Due to the payment of taxes (which should have been paid by
the previous lender) and the disbursements for insurance the account was
analyzed on 10/2 to make sure that the amount being collected was correct. Due
to the higher insurance payment and the escrow refund there was a shortage in
the amount of 786.13. Due to the fact that your mortgage is an FHA mortgage we
cannot remove the escrow account. FHA loans are required to have an escrow
account.
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

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.

Complaint: [redacted]
I am rejecting this response because:I don't want the amount we are supposed to owe forgiven, I just want he amount refinanced back into our current loan so I can continue to make payments, because I cannot come up with over $5,000 because of things that happened that was out of my control. Also I cannot get in touch with the loss mitigation department right now because I am deployed and cannot make calls out of country. I have tried emailing them multiple times and I haven't gotten a response. I have also emailed the us toner care team and given all of my information, and explained how I cannot call because I am deployed and they respond back with a generic email saying they cannot confirm my information and they tell me to call. Also I submitted a loss mitigation package before I left and they sent a letter a couple weeks later saying they need documents that I filled out and mailed back to them. I do not know what to do when the customer support will not work with me at all. It is putting me in more debt and causing me to come closer to foreclosing. I don't understand why Freedom Mortgage treats customers like this, and especially military. 
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,
Scott [redacted]

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