Freedom Mortgage Corporation

Dear Ms. [redacted],I do apologize for the frustration you have experienced with your refinance. It should not have taken as long as it did and we are reviewing why this issue occurred and making changes with the vendor that handled your file on our behalf. I understand that the loan has since...

been final approved and is closing on Monday the 18th. If you have any further issues please feel free to contact me at [redacted]Roseanne GVice 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]

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]

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

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

September 20, 2016 Dear Mr. [redacted]: Please find the answers to your questions below:1. Is it standard practice to purchase a past due and delinquent mortgage loan from another mortgage lender? When servicing is sold between lenders the fact that a loan is delinquent has no bearing on its eligibility for sale. Delinquent loans are sold just as often, if not more so than performing loans2. Is it standard practice for both the previous mortgage lender and the current mortgage lender to be reporting the past due and delinquent mortgage loan to the credit agencies at the same time? Each lender will report the status of the payments owed to them as well as the ones past due on the account. The selling lender will report the loan as transferred and will not continue to report beyond the last payment that was due them and the buying lender will report going forward from that point 3. Why wasn't I notified within 30 days per the Fair Credit reporting Act, prior to Freedom Mortgage reporting the past due and delinquency to the credit agencies? There is no notification required to tell you that you will be reported as delinquent. Perhaps what you we referring to is the good bye letter letting you the transfer is occurring. A copy of the good bye letter is attached as well as our welcome letter. Sir, your Loss Mitigation department had my contact information as far back as April 2016. This delinquency was first reported to the credit agencies in May 2016. [redacted] did initially have your contact information but never updated it in their system so it never came over to us with the loan data. Our loss mitigation department does not generate letters so they would not know that there was an issue with you living at another address. Additionally we do not see that we received a copy of the letter from 2015 which you sent to [redacted] advising of the new address until late June. This was after a breach letter was sent to the property address. With both Freedom Mortgage and [redacted] reporting this negative information to the credit agencies, it has had an effect on my personal credit score, it will have an effect on my job, my insurance, my ability to get credit for future purchases, my family and my livelihood. Unless [redacted] is continuing to report new payments past due i.e. after Feb of 2016, which is when the loan transferred, the reporting by both parties is accurate and cannot be changed. You are still a responsible party on the note and as such will be reported to the credit bureaus with accuracy. The account has been updated to include your mailing address. Currently the loan is in loss mitigation

Mr. [redacted], upon receipt of your complaint I reviewed your account. It seems that on 12/21 two drafts to pay the January payment on 1/8 in the amount of 3000.00 each in error
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You had called in to have one reversed but it was applied to principal in error. They funds were then reversed on 3/1 and sent to your bank account. If you do not show the receipt of these funds please email me at [redacted]. I ma very sorry for the how long it took to get this resolved and we will be reviewing our procedures to assure that this will not reoccur.
 
Sincerely
Roseanne [redacted]
Vice President Customer Service
Freedom Mortgage Corporation

July 26, 2016
 
Roman" size="3"> Mr. [redacted] and Mrs. [redacted]
 
Re:       Your Complaint to the Revdex.com
            [redacted]
 
Dear Mr. and Mrs. [redacted]:
 
We are in receipt of your complaint and are happy to respond to your concerns.
 
First, please allow me to apologize for the delay in notifying you about the second lien on the property. We are reviewing this issue with our processing management to determine why you were not notified sooner.
 
When a second lien appears on title, we must ask the second lien holder to agree to and prepare a subordination agreement which will keep their lien in the second position when our mortgage is recorded. In this instance, we could not obtain an acceptable subordination agreement from the second lien holder as their subordination agreement contains verbiage that has been deemed unacceptable to Freedom Mortgage per our legal department.
 
Per our notes, you requested to withdraw your application on July 18, 2016. The only option would be to have the lien paid off in order to proceed with a refinance transaction with Freedom Mortgage. This can be accomplished with a cash out refinance transaction assuming that there is enough equity in the property to pay off the existing mortgage and the second lien in addition to any costs associated with the transaction.
 
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: [redacted] or direct line [redacted]
Fax: [redacted]

This company is a bad company. I recently had a building burn down with 5 dogs inside of it. When the insurance company wrote the check for the separate building that I had purchased that had nothing to do with my mortgage, it had freedom mortgage on the check. I sent the check to freedom mortgage to be endorsed and returned, I figured no big deal. They are refusing to return my funds. I have a certificate of ownership for the building, it was a portable building and it had nothing to do with them so if you ever deal with this company, beware. They will try to rip you off at every turn.

We have received all of the payments you show with the exception of the one you made in December but because they were not for the correct amount they post to suspense until enough money is there to complete the payment. That is why there is 885.00 in suspense right now, that is the funds you sent in Nov. When we get the funds you paid in Dec it will be combined with the 885.00 to make the Sept. Payment which is due in the amount of 1000.51Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:Quit going around in circles lady!!!! I have left you my number multiple times and barley received a phone call from you yesterday at 2:30 my time when you have known for quite some time I have said any time after 3 [redacted] time. Just sell my loan to anothe company your customer service SUCKS!!!!!!! Nothing is going to get resolved at this rate! Going in almost 4 months!!!!!!!! 
Regards,
[redacted]

Dear [redacted]Upon receipt of your complaint I reviewed the loan application and the status of the file. I do apologize as I can see that the closing that were canceled should not have been scheduled in the first place as we were missing a correct payoff. The cash needed at closing was also not...

handled as we would have liked as the numbers were preliminary as the payoff had not yet been received, the individuals involved have received some additional training. I understand that the loan has since closed and funded and that you did not need to bring any funds to the closing table. Again, I do apologize and if you need anything in the future please feel free to  reach out to me at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], as I had said in my response to the State of **, the documentation we had had expired, the request for the short sale was closed due to missing items back in October. On December 31st Arthur V was assigned to work as your SPOC and he went over what was needed to reopen the request...

for the short sale. You advised that you would send in the required documents. We also authorized your wife on the account per your request so she can participate be a point of contact due to your working full time. Please let me know if I can be of any further assistance.
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

July 26, 2016     Ms. [redacted]
[redacted]     Re: Your Complaint to the Revdex.com     Dear Ms. [redacted]:   We are in receipt of your complaint and are happy to respond to your concerns.   I have reviewed your...

complaint and as I understand the issue, you entered into a land contract agreement to purchase the subject property at [redacted] and are about 11 months into a 36 month payment plan. I asked that the issue regarding the land contact be elevated to both our legal counsel and Underwriting Manager. Our legal counsel has stated that we can proceed with the land contract as long as it meets FHA guidelines. Our Underwriting Manager has also reviewed the land contract and agrees that we can proceed provided that we obtain a satisfactory pay history for the payments you have made. In addition, FHA guidelines require a 12 month residence pay history. Since you have only been making payments for 11 months, a pay history for your prior residence will also be required to cover the 12 month FHA requirement. Obtaining pay histories for an existing mortgage is a standard practice when processing a mortgage loan. Your processor can provide direction for the best method to document this requirement.   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]

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], upon receipt of your complaint I asked the escrow department to review your loan. They advised that the loan was originated on12/14/15 and we acquired the servicing on 1/12/16. The property taxes were paid, based on the Homestead...

Exemption, in the amount of 1085.72 on 4/19/16. The loan is scheduled for the Annual escrow Analysis in October of each year (state determined date). As a courtesy we ran an off-schedule analysis effective with the 6/1 payment. The new payment amount will be 1269.21 and a surplus check of 419.82 will be sent separate from the analysis statement. Please let me know if I can be of any further assistanceSincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted] upon receipt of your complaint I asked the cash department to review your account. They advised that the system held the extra funds to the payment of mortgage insurance and it appears that it kept to much. We did need to make one last payment for mortgage insurance as it is paid in...

arrears. As such there is now 358.55 in the account. They have disbursed that today and check will be available next week to be sent to you. My apologies for the delay in issuing this final check. Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr.[redacted], I asked our escrow department to review your account...

and advise why the taxes had not been paid. They advised  that the loan was set up with the first tax installment, due to be paid from escrow for 11/15. We received the bill amount for the 9/30/15 installment and paid it in error.  [redacted] Our tax vendor, verified that the 9/30 payment inadvertently caused the next Due Date to roll ahead and skip the installment that should have been paid 11/15. [redacted],  has verified with Dekalb County that they marked the lien as “Satisfied”, but would only retract that status if  it was due to their error. Per [redacted] @ Dekalb, Freedom Mortgage would have to send a letter to the three credit agencies (Equifax, Experian and TransUnion) explaining the error and the agencies would eventually remove it. These letters are in the process of being drafted and a copy will be sent to you as soon as possible [redacted] has confirmed that a check for the interest the you paid IAO 246.22 will be deposited into your escrow account. I apologize for the distress this has caused and we will be reviewing this with the tax service to make sure that this does not reoccur.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted],I am sorry that you had issues using your bank's bill pay service to pay your mortgage payment. At this time we dod not process them electonically as you are now aware but we hope to in the near future and have a project in process to accomplish that. You were not assessed a late charge...

as the payment was effective dated the 16th. For now you can continue to use the bill pay service, just all time for mailing and make the effective date of the payment prior to the 16th. Please let me know if there is anything else that I can do for you[redacted]Vice President of Customer ServiceFreedom Mortgage Corporation

Ms. [redacted], upon receipt of your complaint I reviewed you file and history. You should not have been charged the payoff fees as this was an internal refinance. I have requested a check be issued to you in the amount of 90.00 and sent out via regular mail. It should arrive in about 2 weeks. I...

apologize that this was not taken care of sooner.Sincerely
[redacted]
SVP Office of the President
Freedom Mortgage Corporation