Freedom Mortgage Corporation

September 10 2015 [redacted] Re: Your Complaint to the Revdex.com Dear Mr. and Mrs. [redacted]
 We are in receipt of your complaint and are happy to respondto your concerns.   Upon receipt of your complaint I asked sub-servicer,[redacted]...

[redacted] to review your escrow account. [redacted] manages the day today servicing activities on our loans so they are best able to review andaddress the situation. They advised that they had made a disbursement for yourtaxes in August of 2012 in the amount of $2400.34 for your school taxes; a copyof the check is attached. It seems that the taxes had also been paid on the HUDbut in a different amount, $2452.33. [redacted] was made aware of the duplicatepayment and they opened a research request with the tax office in order toobtain a refund of their payment. Because the refund could take a few monthsand the loan was scheduled to have it’s first escrow analysis, they put a holdon the analysis so that you would not get impacted by an escrow shortage thatwas not valid. The hold remained on the loan when  the loan was transferred to [redacted] since  the  refund had not been received as of that date.To see what became of the funds, I emailed the title co who advised that theirpayment was reissued for the corrected amount of $2400.34 and that paymentcleared. The balance that was collected at closing was sent to us for your escrowaccount. We have reached out to the tax office and over the last few weeks haveleft messages requesting a return call to see what became of the duplicatepayment but they have not returned our calls. They are only open Monday,Tuesday and Wednesday from 9AM until 12PM. We will continue to call until wecontact someone who can advise what happened to the extra payment. In themeantime I reached out to [redacted] to ask if they would be open to extendingthe timeframe for the repayment of the shortage. They advised that if yousubmit a written request they would review to extend the timeframe forcollecting the escrow shortage.  If you have any further questions or concerns, please do nothesitate to contact me. Sincerely, [redacted]Vice President Customer ServiceFreedom Mortgage[redacted]###-###-####

Ms. [redacted] I apologize that we provided some misinformation in regards to the fee. We have applied 25.00 to the principal balance of the loan. Please let me know if we can be of any further assistance
Sincerely
[redacted]...

[redacted]

Mr. [redacted], our bank's lockbox does not at this time read the memo line. We have been meeting with them and have had people onsite for a number of days to work out the issues we have with them. I agree with all that you are saying in you letter and that is what we are trying to have them comply with. To assure that extra principal payments are applied are you are requesting I would suggest sending them to the address below where they will be applied by a person rather than the bank's system. I have not reversed any thing that you sent and applied. I am attaching a payment history for your review so you can advise if the payments have been applied properly. If anything appears wrong of if you have questions please feel free to email me at [redacted] and in regards to our staff, we will review the calls you had with our reps and provide training as needed  Freedom MortgageCash Processing[redacted]

Ms. [redacted], Upon receipt of your complaint I asked the processor to address your concerns. It seems that there some issues documenting income and a higher than acceptable debt to income ratio. This required additional documentation and a longer processing time. Your file went into final...

underwriting and was approved on 8/12/15. The loan has since closed and funded. Please let me know if I can be of any further assistanceSincerely[redacted]Vice PresidentCustomer Service

Ms. [redacted]
I do apologize for the lack of contact. I checked our records and it seems that the file was closed out due to inactivity. We can open up a new application if you would like and I will be happy to remove the inquiries from July. Please let me know if you...

would like to be contacted about a new application. [email protected]
Roseanne [redacted]
[redacted]
[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.
I appreciate my lender taking the time to read my complaint and address my concerns. It seems to me this should have been possible to achieve going through customer support.[redacted]

Complaint: [redacted]
I am rejecting this response because: Closing payoff information was wrong. Closing was rescheduled numerous times. I was told not to pay the old mortgage company and then got charged a late fee that was never reimbursed, and now I have a blemish on my credit report.
 
Just today I received an email saying that they didn't have another paper that  they needed signed, even after a notary came to my house and made me sign it.
 
This company is a farce.
Regards,
[redacted]

July 28, 2016   Ms. [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 researched your payment history regarding the drop in credit score. Our records indicate that you have no late payments in the period in question. In addition, when the servicing of a mortgage loan is transferred, RESPA requirements state that the Mortgagee (Freedom Mortgage) cannot report credit history until a full 60 days after the transfer. In this case, Freedom would not report until August. Please note that many factors can affect your credit score.   With regard to finding your escrow balance on our website, we are constantly striving to improve our website. At this time, I cannot provide a timeframe on when escrow balances will appear on our website. In the meantime, our monthly billing statements provide the escrow balance in addition to any transactions that affect your account.   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]

August 17, 2016     Mrs. [redacted] and rm. [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 lost payments.   When your loan was boarded onto our servicing system, your February 1, 2016 payment was due. Per our records, the first payment received by Freedom was on March 28th, 2016. In order to properly investigate the matter, please supply the checks or money orders for the monthly payments starting with the February 1, 2016 payment forward. I realize that this payment may have been made to [redacted]. If so, we can go back to [redacted] to attempt to recover the payment.   I apologize if you have supplied these documents prior. You may fax at the number below or scan the documents and reply by e-mail address which is also listed below.   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: ###-###-#### or direct line ###-###-#### Fax: ###-###-#### [redacted]

This is the worst mortgage company I ever dealt with due to its customer unfriendly policy and services. I spent almost 2 hr just trying to resolve some small issues with transferring account setup which shouldn't be there in the first place if they have user-friendly documents, very disappointing.

Ms. [redacted], due to the fact that your account is in Bankruptcy you will have to communicate to our servicing center via your bankruptcy attorney. Direct communication between us as the lender and your as the debtor is not permitted as it would be a violation of the stay.

Please see below from our tax department The property taxes from closing were projected for 879.94(73.32 per mon) and the hazard 1032.96(86.08 per mon.) in 2012. Taxes were paid IAO 875.08 and Hazard for 1189.00 in 2013. Taxes were paid IAO 887.89 and Hazard for 1346.00 in 2014. Taxes were paid...

IAO 1147.62 and Hazard for 1546.38 and 1456.00 in 2015(Policy Switch from Citizens/USAA to Security First. Confirmed with USAA/Citizens that borrower was switching from Citizens to Southern Oak, but cancelled in 10/15 and received the refund of 1546.38).         Due to the increase in the hazard premium and real estate taxes paid, the escrow portion of the payment had increased from 2012 to current.  **The tax assessor has confirmed that there is a partial exemption that is eff 6/6/16 and the new estimates would be available on 8/18/16.  ** The account has been reviewed for escrow waiver and has been denied due to the LTV Ratio is 91.34% and FMC guidelines require the property taxes to be escrowed. A denial letter has been sent.  Our analysis performed on 5/1/16 lowered the escrow portion of the payment to 260.04, based on the 1911.59 deposit back into escrow, eff 5/1/16. The tax line has been notated for the partial tax exemption and once the property tax estimates are available, if the assessor confirms that the amounts will not change, a new analysis can be performed per borrower’s request.    PLease let me know if you ahev any questions Sincerely[redacted]SVP Customer ServiceFreedom Mortgage Corporation

I must say that I feel as though every time I speak with a representative from this company on the phone they either can never actually help me, always want to reroute me to someone else, make me put in a request JUST to speak with someone (which may take 2 days to get a response from) or they just give me false information so that the conversation can end. The lady who answers the operator line (the one who transfers your call) always answers the phone sounding as if I am wasting her time. Don't believe me? Call it yourself. I also have a short sale packet put in for the loan that I have through you guys and not only did it take over two months to be looked at, each time I called I was told a different date as to when a decision would be made and then eventually told that it was denied because of a VA policy. Well, that was a lie! I spoke with the VA and they informed me to call you guys back and tell them that is not accurate information. Laziness on your part if you ask me. I have NEVER had a good experience when contacting this company. It seems like you guys are out to do more harm then actually help your customers. I would never recommend this company to anyone. I will be so happy when I can wash my hands of this company.

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 our tax department to review the tax bills and due dates. They researched and advised that the taxes that were due in June should have been paid at the time of closing, which was May 2015. It seems that the bills were released late by the tax office...

and as a result when we disbursed on 8/18/15 for the September bill this paid the June installment but because we were not aware of the bill being past due the next due date for taxes moved forward to 6/1/2016. I am sorry that this situation caused you distress, we were unaware of the unpaid June installment until you contacted our servicing center. They could have acted more quickly in researching and disbursing the payment. The payment was sent on via overnight mail to the tax office on 12/7 by the tax service, it was disbursed from your escrow account on 12/3/15. You were not charged any interest or penalties as only the base amount was paid from escrow. Please let me know if you have any questions Sincerely [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Yeah I should have checked these reviews earlier . Similar problems - been trying to get a refinance done for over 2 months . They constantly request documents that I already sent. drag their feet and by the time the loan was approved they couldn't
guarantee the rate because over 30 days had elapsed and I had to update bank statements etc . by the second time I was ready the rate went up and my new monthly
payment would be more than my old one .
definitely a bad company very shady . DON T GET INVOLVED WITH THIS COMPANY!!!

Ms. [redacted] upon receipt of your complaint I asked our cash department as well as the loan boarding department to review your concerns. They noted that all the payments had been received and applied but could not see why the account had been showing as behind. At the same time [redacted] reached...

out to us and advised that the problem was caused by [redacted] servicer having the incorrect 1st payment date on their system. We reversed all your payments and then adjusted the due and an re-applied the payments. The loan is now due for the 5/1 payment and there was no negative credit reporting as we have been protecting your credit since the loan boarded.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Tell us why here...Mr. [redacted], I do apologize for the delay in getting your loan closed. There were some delays in getting some of the final items needed to schedual the loan closing. Your loan has since gone to closing and has funded. If you have any further questions or concerns please feel free to...

contact me at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], I do apologize for the issues you have been having with the website. I see that there is a task on you loan to have someone assist you and that they have called in an attempt to contact you. I am asking that they continue to call until the have reached you and have assisted you with this...

problem. If you have not been contacted in a reasonable time please feel free to contact me at [redacted]Vice President Customer ServiceFreedom mortgage Corp

August 1, 2016
 
Roman" size="3"> Ms. [redacted]
[redacted]
[redacted]
 
Re:       Your complaint to the Revdex.com
 
Dear Ms. [redacted] and 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 issues surrounding the subordination of the additional liens on your property.
 
A search of the title on your property uncovered 3 liens.  The 2nd lien was a corrective lien to the first lien as the loan amount on the first lien was incorrect and the City of Boynton is unwilling to file a release for the first lien. According to the City of Boynton, the 2nd and 3rd liens are one in the same and the City of Boynton is only willing to subordinate the 3rd lien. It took some time for the title company to assess the complexities of these issues and make a determination on whether they could insure title.
 
Freedom Mortgage sent documentation to the City of Boynton in July 18th which only meets by committee once a month. They wanted some documents corrected and stated that they would not review the request at the meeting on July 19th. In addition, the City of Boynton advised that all corrected documents needed to be submitted by July 29th in order to be considered for the August 16th meeting as the application must be approved by several committee members including their Legal and Budget departments. We did send revised documentation to the City of Boynton on July 23rd and they responded back to us on July 26th as they required a reduction in the closing costs. Once again, we revised the documentation and re-sent it to the City of Boynton on July 26th. The City of Boynton is now requiring income information (which we normally don’t collect on a streamline refinance) and they are stating that the combined loan to value ratio (loan amount plus 2nd lien vs the value of the home) is too high. There is some question as to whether the City of Boynton will be willing to subordinate due to this issue. As of this date, we are continuing to pursue the resolution of this issue.
 
Also, there is a 4th lien which is the Hardest Hit lien that did not appear on title which you state is paid off. We are pursuing a lien release for the Hardest Hit lien.
 
I understand your frustration with this issue but Freedom Mortgage has made a good faith attempt to resolve the issue and will continue to do so. In addition, we have lowered your interest rate by .25% and will be paying the extension fees associated with keeping your rate at 3.5% (your application was taken at 3.75%). Unfortunately, we will not be able to lower your rate by the 1% you requested.
 
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]
[redacted]
[redacted]