Freedom Mortgage Corporation

Mr [redacted] upon receipt of your complaint I asked the cash department to review your account. They advised that you have auto draft set up for February and you also made a payment via the phone or web the same month. We reversed the extra payment and sent it back to your bank on the 24th. Please...

let me know if there is anything further that I can assist you with.Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

The entire experience was very easy and stressfree..

October 12, 2016    
 
[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 the bank charges.   First, please allow me to apologize for the issues you experienced with regard to having funds applied to your account. I have requested a check in the amount of $20.00 to reimburse you for the bank charges you incurred. Please allow 5-10 business days for delivery.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,      
[redacted]

Mr. [redacted], I do apologize for the issue with the April payment. It appears that our representative entered your banking information incorrectly. The late fee was waived as was the late charge, that payment had been made with an agent. Previously, for the February payment, there was an issue with...

the account number but that payment was made online, the bank account entered ended in [redacted] and the ABA ended in [redacted] but I can not provide any of the other digits due to privacy concerns but please check and see if these seem correct. Since this payment was made online there was no intervention on our end. I do not see any other issues with you payments prior to this. Please let me know if there is anything else I an do for you.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

[redacted], upon receipt of your complaint I reviewed the
application. The file was only received on 10/23 and only able to be moved to
processing on 11/9. From what I can see they have been moving the loan forward
in a timely manner and you have been providing what has been asked as...

well. There
was previous application that was closed for incompleteness and then this file
was opened but this file seems to be on track with the processor talking with
you and obtaining what is needed. If you have any additional concerns please
feel free to email me at [redacted]
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], I apologize for the lack of action taken to resolve this tax issue. I will personally handle this for you going forward. I have already reached out to the tax department and asked them to work with the tax vendor to get your tax office what they need to get the refund. The vendor,...

[redacted], doesn't send individual checks, they send either a bulk check or a wire for all the borrowers whose taxes they are paying so we can not get a cancelled check for your particular payment but I am sure that they have dealt with this issue before and can get the tax office what they need. Please email me at [redacted] so we can keep in touch while we get this completed.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

I can't stand this company. I don't know why I refinanced with this company. My husband unfortunately lost his job and I missed my November payment and was late on my December payment. I tried to make my payment online and unfortunately was unable to do so and had to call in. I called and spoke to a rep name Denise who was about to take my payment until she informed me that there would be a $15.00 fee. I told her I would prefer to make the payment online and not have to pay the fee because I can barely make the two payments. Her advice was to mail it. I said okay, I will mail it but realized it was 12/21 and it is possible that my payment would not reach them and I would then impact my credit score again for another 30 day past due payment. I decided to call back and ask to speak to a supervisor. I get a rep by the name of Kayla that decides to tell me I could not have the fee waived because I've had several fees waived in the past, yes several. Well if Kayla could read and understand her system she would realize that I've never called in to make a payment because I've never been delinquent in the past. Unfortunately another it that calls herself a supervisor, Rachel, tells me I have had fees waived in Aug, Sept and Oct. I always make my payments online but again because they can't understand their system or comprehend she felt the need to insinuate that I did have fees waived. It would be wise to hire people that can comprehend your basic system. You illiterate [redacted] need more training.

August 11, 2016
 
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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 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]
Phone: [redacted]

July 29, 2016
 
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Mr. [redacted]
[redacted]
[redacted]
*
 
Re: Your Complaint to the Revdex.com
 
 
Dear 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 missing payment. We have found that a payment in the amount of $1923.42 was applied to the principal balance in error before the loan was transferred to Freedom.  We have reapplied these funds into an unapplied funds status as the amount was not enough to cover a full mortgage payment of $2045.24. Your account is currently due for July and there is a credit of $1923.42 so you will only need to pay the remaining $121.86 to complete the July payment. Please make sure that future payments are adjusted to $2045.24.
 
In addition, we have waived the $71.00 late charge associated with July payment.
 
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]
[redacted]
[redacted]
[redacted]

Mr. [redacted], I apologize for the misunderstanding regarding the repayment plan. I reviewed your account and sent an update to the credit bureaus to have your credit amend to so paid as agreed with no late payments. This will be updated by the credit bureaus when then update their records in the...

next 30 to 45 days. Sincerely[redacted]SVP 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]. I accept Roseanne's response.  I understand mistakes happen.  I'm glad my taxes were finally paid and the problem corrected.  I do, however, wish to make Rosaenne aware of the infuriatingly poor customer service I was given.  Resolving this issue required 5 hour+ long phone calls over a 3 week period.  Each time I was told the issue was resolved and the payment would be promptly made. The first time I was told the check would be sent overnight mail the following business day.  However, the next time I called I was told the previous person did nothing (but the current person of course resolved the issue or forwarded it to the correct dept).  Each time I would wait several days and check again, only to see no payment was made.  Each time I had to be transferred through 3 levels of customer service, retelling the entire store each time.  One 2nd level customer service rep refused to transfer me to a supervisor stating repeadedly that the supervisor is only going to tell me the same thing.  After more than 20x, they finally transferred me.  The service I was given was completely unacceptable and no one should have to experience this.  This is the first time I've had to resort to contacting the Revdex.com.  I hope you will look into the communication breakdown. Feel free to contact me if you need additional details.  
Best Regards,
Jeff [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]

Mr. [redacted], upon receipt of your complaint I asked the branch handling your file to review and respond to your concerns. Please see belowThe bank did not have ALL the documents needed to clear the file in processing. Mr. [redacted] originally submitted contractor’s estimates which were not in line with the...

HUD consultant’s report. Once this was rectified, the general contractor did not return any correspondence for over 2 months. Once a response was received, the general contractor (selected by the borrower) admitted to not being licensed in the town in which the proposed work to be done. Mr. [redacted] found another contractor where once the estimates were received, the appraisal was ordered and the HUD consultant report was updated to reflect the changes. At this time, bank documents originally submitted by the borrower have expired and were requested for resubmission and approval. The borrower’s frustration with the lack of communication and lack of professionalism from the original general contractor has been unfairly and unjustly taken out on the bank. The bank has been in constant communication with all parties involved. Mr. [redacted]’s allegations are unfounded. The internal processes of employee leave time does not have anything to do with his loan process. Internal management effectively handles time management amongst employees to ensure smooth and continuous processing. Unfortunately, when a new general contractor is chosen during the loan process, this has to be processed in accordance to all applicable rules, guidelines and regulations to his specific loan.Below are the final items waiting to clear the file to obtain closing date. This was sent July 7. The processor has contacted them twice since then. The contractor and architect are working diligently to provide ASAP. A closing date cannot be provided until file is clear.  From Contractor: (this was already requested) 1.      provide in a company letter head explaining what work will be subcontracted out and to whom, all subcontractors must provide copy of valid license and general liability 2.      Contractor to provide letter after review of plans stating that his estimate includes everything that is on the plan3.      contractor to confirm heating for the dormer is included in the estimate  From Architect: This was already requested  1.      Provide final copy of plans that is to be submitted to the town for a permit2.      Architect to provide feasibility report and zoning review prior to closing along with a letter confirming no variances will be required  Please let me know if you have any further questionsSincerely[redacted]SVP Customer ServiceFreedom Mortgage Corporation

Ms. [redacted] upon receipt of your complaint I asked the department that handles the transfer of loans to review your account. They had not been made aware of the sale of the loan. They reached out to the department that handles the notification of the sale and there was a lapse in communication. They...

have updated the loan and it was released on the 9th. A representative reached out to you to advise and apologize. Please accept my apologies as this was an oversight and I am sorry that it caused you frustration'Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

I started an application for an [redacted] refi with Freedom Mortgage in June of 2015, but after a month I felt I was getting nowhere with them since they kept asking for the same documentation over and over again, and communication with them was terrible. I decided to withdraw my application for the [redacted] refi and apply with a different lender, but now Freedom mortgage is sitting on my [redacted] case # and refusing to release it to my new lender, which is holding up my loan!

March 21, 2018   [redacted]   Re:       Your Complaint to the Revdex.com             Dear [redacted]   We have...

reviewed your complaint and researched the issue regarding the March payment that was drafted multiple times.   We reviewed the payments made from February to the current date and the results are as follows:   On February 6, 2018, you remitted a payment electronically via your bill pay account.On February 9, 2018, you set up a one-time payment on our website to draft on March 6, 2018. Please see the attached confirmation letter with the dates highlighted in blue.On March 2, 2018, you set up a one-time payment on our website to draft on March 3, 2018. Please see the attached confirmation letter with the dates highlighted in blue.   The payment that was set up on March 2nd was accepted and honored by your bank. The payment that was set up on February 9th was not scheduled to draft until March 6th. This payment was returned for non-sufficient funds (NSF) due to the honoring of the March 2nd payment. We believe the third draft was due to the March 6th payment being returned as our bank will attempt to draft a payment a second time if the first attempt in not successful.   Therefore, the multiple drafting of payments was due to the setting up of two payments to draft within a few days in early March. We have waived the $15.00 NSF fee that Freedom assessed as a courtesy. We also will compensate you for the $58.00 in NSF fees you incurred. Please allow 5-10 business days for receipt of the check. Your credit will be reported as current as there were no adverse credit implications due to this issue.   Sincerely,     Joseph P. P[redacted] Director Customer Service Freedom Mortgage Corporation [redacted]

Mr. [redacted], we take our customers experiences very seriously and are very concerned about the interactions you had. We will be pulling the phone calls and reviewing them to determine if the individuals involved need additional training or something more aggressive. If you continue to have...

issues please reach out to me directly and I will have someone assist you personally. I can be reached at [redacted]
Sincerely
[redacted]
Vice President Customer Service
Freedom 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], 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 Service
Freedom Mortgage Corporation

Ms. [redacted], I do apologize for the issues you are experiencing regarding your escrow account and your mortgage payment. The account was corrected and the funds properly applied. The new payment amount is 1457.18. PLease let me know if I can be of any further...

assistance. 
Sincerely
Roseanne [redacted]
Vice President Customer Service
Freedom Mortgage Corporation