Freedom 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

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]

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

[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]

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], 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

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.

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

I am completely confused why freedom mortgage has an A+ rating with so many complaints and bad reviews! I just purshased a new house and the mortgage was assigned to them less than 9 months ago. In that time they have claimed 2 of my checks, which were mailed to them, were lost by [redacted] 1 to never appear again and the other to magically appear hours after I paid them online a second time. The check took them 19 days longer to process than all the other bills I mailed on the same day. As I google searched, I found several similar complaints of payments taking up to 30 days to process, double payments, and many other processing issues. I have to wonder if they are doing this to obtain and charge fees. I have dealt with many mortgage companies in my 20yrs of being a homeowner and never have I experienced this with any other company. Absolutely ridiculous and I would never recommend them to anyone for business. STAY AWAY from Freedom Mortgage! Do your research and you will see they deserve a F rating many complaints and bad online reviews!

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

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

[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]

[redacted] we reviewed the reporting and see that the credit was reported late in error. We have updated the bureaus and the account will show paid and not late when the bureaus update their records and report next. The control number for the amendment is [redacted] I apologize for the delay in correcting this.
Sincerely
Roseanne G[redacted]
Sr. Vice President Customer Service

August 29, 2016     Mrs. [redacted] and Mr. [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 your loan modification.   Freedom Mortgage has reached out to your authorized third party twice regarding the modification on July 18th and July 28th and the calls were not returned. Your request has been denied based on incomplete documentation. However, you may re-apply with a complete package to be re-reviewed for home retention.   I have enclosed a new loss mitigation package. Please provide a full package and include the items outstanding from the previous application. These items are:   Provide letter of explanation for large deposits into [redacted] checking for $3260.40 on 05/03/16 and $1630.20 on 05/09/16. Also please provide letter of explanation for numerous deposit from a [redacted]. Is this another account or different source of income?Provide paystub that reflects deposit into a separate checking account ending in what appears to be 3986. Please provide 2 months most recent consecutive bank statements for this account along with LOE for any large deposits. Please provide updated [redacted] bank statement May through June 2016. Previous  March-April statements are past 90 days. Also, provide letters of explanation for any large non-payroll deposits.   Please provide better image of the previous paystubs provided. Some of the income figures are difficult to read.   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]

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

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

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]

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 ServiceFreedom Mortgage Coporation

Mr. [redacted], upon receipt of your complaint I asked the escrow department to review your loan. They advised that the $9.34 that you sent in for the shortage was applied to principal in error. We have reversed that and applied it to the escrow account and have reanalyzed the loan. The shortage is...

gone and your payment is 1298.51. A supervisor has tried to reach you to go over this with you and will continue to try and reach out.Sincerely,Roseanne GVice President Customer ServiceFreedom 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