Freedom Mortgage Corporation

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.

My husband and I started the refinance process in April. Four months later, we have yet to close. We are extremely dissatisfied with the customer service and lack of follow-up. We literally have to call freedom mortgage every day to inquire about the loan's progress. Multiple times, there has been a lack of communication that has resulted in a delay. I would NOT recommend freedom to anyone. Steer away and find a mortgage company that values your business.

[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

August 1, 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 the issues regarding the payment of the escrow shortage and also in your monthly payments. When your loan was purchased from Homebridge Financial, the payment amount with the additional $107.50 was transferred to our system. This issue has been corrected as of today and a refund of $430.00 (4 payments of $107.50) will be issued to you for the excess escrow payments. Please allow 1-2 weeks for receipt of the check. Your new payment is $1,092.23 as of today. Your escrow account is scheduled to be analyzed in December, 2016 and any increase/decrease in taxes and insurance will be captured in the escrow review.   Regarding principal curtailments, I have confirmed that our website only offers the option of making principal curtailments, in conjunction with the mortgage payment.   I apologize for any inconvenience these issue may have caused.   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]

[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]

December 15, 2016     [redacted]
[redacted]
[redacted]   Re:       Your Complaint to the Revdex.com   Dear [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 mortgage application.   First, please allow me to apologize for the issues you experienced during the application process. Your loan has a second lien which required a subordination agreement. Subordination agreements can take some time to obtain and require the corporation of the second lien holder. This was the initial cause of the delay in your application.   In order to pay-off your existing mortgage, we needed a pay-off form your current lender. These documents are time sensitive and need to be updated especially after a payment is made so the pay-off figures are accurate. We canceled your closing due to the need for an updated pay-off. Most lenders will supply document this within a day. We were unable to obtain a pay-off from your current lender in a reasonable amount of time and as you are aware, we enlisted your help in obtaining the document.   I have been advised that you requested to withdraw you application.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       Joseph P. P[redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted]
[redacted]

[redacted], Upon receipt of your complaint I asked [redacted], a customer service supervisor to contact you. Over the course of a
number of days he reached out and left messages, you called back but he was not
in and in the end I do not believe you ever connected. The website was having
some...

issues and in addition approximately 30,000 new loans were boarding our
system. This overwhelmed the phone lines and caused disruptions on the website.
I do apologize that this caused you distress and that you were not able to get
the information needed. Your taxes were paid on 10/6. If you would like the
history please email me at [redacted] I do not see that there any late charges and there was no negative credit
reporting. Payoff statements were generated and sent on 10/16/15, 10/21/15 and
10/22/15 and the loan paid off on 11/4/15. As for the year end statement, those
are not generated until year end and are mailed out the borrowers. We cannot
provide one earlier than that I am afraid.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage corporation

September 14, 2016     Mr. [redacted] and Mrs. [redacted]
[redacted]     Re:       Your complaint to the Revdex.com             [redacted]...

[redacted] Dear   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 loan.   First, please allow me to apologize for the length of time it has taken to process you application. We have had a few issues occur during the process. One of these issues involved obtaining tax transcripts form the IRS. There was a discrepancy regarding the address and the IRS is very particular in these matters. It is my understanding that issue has been resolved. Currently, we are attempting to obtain a credit supplement that is needed due to the recent purchase of a new car. In addition, the appraisal is about to expire. We are trying to obtain an extension so that another appraisals will not be needed. If this extension cannot be obtained, we will need to order a new appraisal which I understand takes a significant amount of time due to the location of the property. Hopefully, we will be able to obtain the extension and reduce the remaining processing time.   In your complaint, you mentioned that we have not paid accounts that were supposed to be settled resulting in late fees and hits against your credit. I cannot address this without more specifics. I did review the payment history on your current loan and I did not observe any payment made that would adversely affect your credit. Payments must be more than 30 days late in order for them to be reported late to the credit bureau. I did request that any late charges assessed for the July-September timeframe be waived/credited.   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]

Mr. [redacted], upon receipt of your complaint I asked our tax department to review your concern regarding the tax payment. They advised that the taxes, which are payable through February 14th without penalty were not paid due to a reporting error on the part of our tax vendor...

[redacted]. The taxes were paid on 3/30/16 with [redacted] paying the penalty. Please let me know if I can assist you with anything further at this timeSincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

[redacted], I am sorry that you experienced some frustration while trying to refinance. The property significantly under appraised and you would have had to bring in excess of 5,000.00 to closing, which clearly didn't make sense. I have refunded the appraisal fee, those funds are being wired...

back to your bank account. I am not able to effect any other refunds without the invoices showing what you paid and to whom. If you can send them to me I can have the reviewed for possible reimbursement. You can send them to [redacted]. I look forward to seeing if I can assist you further.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage Corporation?

August 11, 2016     Mr. [redacted] and Mrs. [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 solicitation calls and mailings you have been receiving.   I have requested that your phone number and address be removed from our call lists and received confirmation back that both have been removed.   I apologize for any inconvenience this has caused.   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]

February 8, 2018   [redacted]
[redacted] [redacted]
[redacted]   Re:       Your Complaint to the Revdex.com             Dear [redacted]   We...

have reviewed your complaint and researched the issue regarding payment remitted on November 2, 2017.   Unfortunately, we never received the payment in question. We reviewed the payment confirmation from [redacted] and amended your credit for the November and December, 2017 payments. Confirmation letters will be sent to each of you but I have attached copies for your review.   Regarding the late fees, one late fee was waived and you paid for one other. We reversed the late fee that you paid and placed the funds in unapplied funds. You may apply the $25.24 toward your next mortgage payment by shorting the next payment by $25.24 or if you wish for the funds to be applied to principal, just make the full payment and the $25.24 will automatically be applied to principal.   Sincerely,     Joseph P. P[redacted] Director Customer Service Freedom Mortgage Corporation [redacted]
[redacted]

Mr. [redacted] I reviewed your complaint with our servicing center and they advised that they had spoke with you on 1/5/16 and explained that the reason why you could not use the website for payments was due to the fact that your account was still in loss mitigation. They explained that is why you...

could not make an adjustments to the account or make a payment. They then took the payment by phone. They advised that you were satisfied with the explanation.Sincerely[redacted]

Mr. [redacted], I asked that our servicing center review your concern. They advised that there was a system error that caused the account to appear open when in fact it has been closed out. We have updated the bureaus. please let me know if I can be of any further...

assistanceSincerely
Roseanne [redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], I am sorry but presently our online payment system requires that you pay past due late fees. We are going to be changing that in the future but for now it is a system requirement. You can always mail your payment without a fee or use your banks bill payment service without a fee. We...

apologize for the inconvenience.Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

August 11, 2016
 
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Mrs. [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 overpaid PMI payment.
 
We have received the funds back from the PMI Company and a check in the amount of $141.90 is scheduled to be mailed to you on August 12, 2016.
 
Please accept my apologies for any inconvenience this has caused.
 
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]Upon receipt of your complaint I reviewed your file with theprocessor. She stated that she spoke with you about the term on 9/22/15 andthat you were fine with the term. The loan closed on the same day and while youwere afforded the right to rescind you did not rescind the loan. I can...

onlyassume that you filed this complaint prior to the discussion with the loanprocessor. Please let me know if you have any other concerns. I do apologizefor the length in time that it took to process the file, it did take longerthan usual.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Every month when I have to make my mortgage payment I have issues with their payment portal. I am either logged out, it fails to function correctly with the web browser, there are errors loading the page, etc. Last month their system attempted to pull funds using the routing number for wiring funds, which I never provided them or authorized them to access, which resulted in a failure to take the payment nearly resulting in a late payment of our mortgage. Every month I end up having to talk to a customer service representative who has no answers or help for me aside from having to end up taking my payment over the phone and waiving the phone payment fee.
Yes, thats correct, if their online module is not functional their system is set up for a $10 convenience fee for you to pay through their phone system. Shady.
A process that should take a minute tops always takes 15+ minutes of attempts to log on, load pages, access accounts, punch in loan numbers and SSNs through the phone and then talking with a representative. I can't imagine how this company functions on the inside if this is how things look from the outside.
I'm kind of at a loss knowing I have years and years ahead of me dealing with this company...

September 2, 2016     Mr. [redacted] and Mrs. [redacted] NH 03044     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 the tax bill and disbursement.   The Fremont Township tax office issued a tax credit refund to Freedom Mortgage in the amount of $2909 which was posted to your escrow account on 8/31/2016. Nicole from the tax office verified that the $2909 tax credit was due to a duplicate property tax payment made by the previous owners, not from lower property tax billed.  Nicole also confirmed that an additional tax credit was just refunded in the amount of to $550 to Freedom Mortgage.   The July 2016 tax bill was confirmed correct as $3177.  Currently the taxes for your property are current and paid to date.  No overage currently exists.    The escrow analysis completed on 7/8 was cancelled to allow your payment to return to the original $1,714.66 amount.  Your recurring ACH draft on file was suspended pending the resolution of this issue.  You will need to call in to restart your ACH recurring payments.    When the $550 refund from the tax office is received and posted to your account, we will re-analyze the account and adjust your payment accordingly.   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], PA 19034

[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]