Freedom Mortgage Corporation

Review: My wife and I currently have a $216,000.0 ** backed mortgage from Freedom Mortgage. In July 2013 Freedom mortgage sent me my annual escrow account review documentation. The documentation informed me my mortgage payment was being lowered from 1404.96 to 1029.63 based on an estimated tax bill of $810.91. I also received the overage funds from my escrow account. When I called the company and told them the estimated tax was wrong as the estimate provided was based on a plot of land with no house and there was currently a house. I informed them the estimate should be closer to $5,000 to $6,000. The CSR on the phone shrugged it off and nothing was changed.

I received my annual escrow account review documentation in late July 2014. The document indicated that Freedom Mortgage Co. had let my escrow account balance reach a deficit of $8,712.71. The document informed me that I can pay the deficit in lump sum or over 12 months. If paid over 12 months my mortgage payment would be increased to $2,151.71, over 100% of my current payment of $1,029.63. The document goes on to talk about required escrow amounts and indicates a minimum of $5,000. If this is true how can Freedom Mortgage allow the account to drop below $5,000.00, let alone dip into negative numbers?Desired Settlement: Due to the extreme deficit I feel Freedom Mortgage should allow for a longer repayment period. If I were to buy a car for $9,000 I'd take out a 36 month loan to pay for it. I feel the same should be true for this since I contacted them after receiving the 2013 statement and explained to them their numbers were faulty.

Business

Response:

Mr. [redacted] I submitted your request to the escrow department and they have advised that they did spread the escrow shortage over 36 months as you requested and that the new payment will be $1667.67 effective with the 9/1 payment. I can also offer you a 48 month spread in the event that you would like to take this out a little longer. That would make the payment $1607.16. If you would prefer this please email me at [redacted] and I will be happy to get that taken care of for you

Review: Since purchasing my home in 2008 and making mortgage payments, I've never been late and had to pay a late payment fee. However upon my mortgage being transferred to Freedom Mortgage, I've continued to experience problems with my payment. I make my payments via mail, the method that's best for me. I reside in Newark, Delaware and make payments to Freedom Mortgage's [redacted] It doesn't take over 3 days for mail from Delaware to be reached in Philadelphia, PA. However I continue to experience an issue with my payment being received. With June's payment, the payment was mailed out on 6/9/15 at 5:13PM. It's now 6/16/15 and according to Freedom Mortgage my payment still has not be received. When I contacted Freedom Mortgage's customer service to inquire about the payment received process for the Philadelphia [redacted], I was advised that the payment may have been received. But until someone goes and obtains these payments than the payments aren't considered "processed". Then I was advised to make my payments via paying a fee via their on-line payment option. I discussed with the customer service representative my concern with needing to pay extra to make an on-line payment, rather then the Philadelphia [redacted] needing to be checked on a more frequent, consistent basis. I'm writing this complaint as a way to express to the head of the company the concern regarding mailing payments in a timely manner and the payments being considered late, when they aren't actually late, as a way to get their customers to pay either additional fees for making payments on-line or customers to pay a late fee, when they weren't actually late on their payments.Desired Settlement: I would like the [redacted] payment process to be investigated and corrected, so that this does not continue to be an issue for myself or any other customers of Freedom Mortgage.

Business

Response:

Ms. [redacted],I am sorry that you feel that there is an issue with the posting of your payments. The payment that you mail to our lockbox arrives at the [redacted]. The [redacted] then delivers it to our payment processing center, we process the payments at the center the same day they are delivered. We can not control the time it takes the [redacted] to bring the mail to the payment processing center. We have heard that it can take them three days to deleiver it to our center. We are not trying to collect fees, we want the payments to post as soon as possible just like you do. You can make your payments a variety of ways but to avoid any fees you can use your bank's bill payment service, providing you have a deliver by date of prior to the 15th of the month and there would be no fees if you used that service. You can also pay online before the 6th with no service fees. Because the delivery of the payment is dependent upon the postal service it is always advisable to allow extra mailing timePlease let me know if I can be of any further assistance[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

[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.]

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 will once again try another option to making my payments, and see if the same issue continues. If it does, I will be contacting the Revdex.com yet again regarding the payment processing issue that continues to happen with Freedom Mortgage that has never happened with any other banking institution that I've used for my mortgage needs.

Regards,

Review: I started to refinance my home mortgage back in October 2014 with Freedom mortgage. When I began the refinance process the company performed a credit check and told me everything should be in order and ready for closing by the end of November. December arrives and they scheduled me for closing on 26Dec. They called me and canceled the appt. (the day of) and told me they would call me back to reschedule. I haven't heard anything since. I have sent e-mails and have received no responses back through e-mail. However, I did miss a call (not sure of the date maybe 12Jan) while I was at work. I attempted to call the company's associate ([redacted]) back and I left him a message. The company has not attempted to call me back. In addition, the company has conducted a 2nd credit check on my credit. I only authorized the 1 check back in Oct. I feel like I have been left in the dark on what's going on and have reached out several times to the company to schedule a closing or to find out what is going.Desired Settlement: I am deploying in a few months, I need to get this refinance taken care of. If not, then I want the two credit checks on my credit report removed. If so, then I want one of the credit checks removed from my credit report since the company should have informed me of the 2nd check and got my permission and I would like to be able to close within the next three weeks by Feb 6, 2015.

Business

Response:

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

Consumer

Response:

[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.]

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,

Review: To start, we have been in the refinancing process for entirely too long with this company. They have (so far) taken nearly 4 months since we started this process! We contacted on June 2nd of 2015 and it's now September 21st! So our closing is tomorrow afternoon and we reviewed our disclosures that came in the mail and they GOT OUR TERM WRONG and we were also promised a lower interest rate. We were supposed to keep our term of 341 months but they have our paperwork listed here for 360 months. So here we are on the eve of closing( finally ) and all of our stuff is wrong! I am so upset, I have never had such issues with someone handling important and valuable information. I mean all we have is our home and this poor company is handling our property!Desired Settlement: Finish this up and FIX our term because we will not go back to 30 years after the post card clearly stated we would keep our term and it was also discussed with Anthony Andrews nearly 5 months ago (I lost track) from when this started. I do not want to wait another week or two or three, I want this fixed quickly and over with so we do not have to deal with you again. It's sad enough you'll get our money every month. If it weren't probably too late we would choose a better, more competent company.

Business

Response:

[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

Freedom mortgage is TOTALLY AWFUL. They did not pay our taxes on time - even though there was more than enough money in escrow. My credit report does not even reflect them as our mortgage holder. Why is this a problem you may ask? Because now, due to the awful service, we want to refinance --- and our refinance company is stating that they can't get in touch with them - and there is no record of our mortgage. Although we do receive and pay bills every month. Their "customer service" department are only receptionists that put in "requests" to have someone call you --- and no one ever has called back...... Hello --- this is our home! Can someone please help with these incompetent mns?

Since June 2015 I have been trying to resolve this problem with Freedom Mortgage. Each month I am told that my mortgage has not been paid. I have sent them copies of the checks and they constantly put my checks into uncategorized or all towards principle for the previous month. They continue to add on late fees. I have spent countless hours on the phone explaining their mistake and they still cannot get my payments right. I have lost total confidence in them keeping up with my loan. I can't trust that they are charging me the correct amount. They sent me a check for overpayment of escrow and at the same time they are telling me that I owe them money for the escrow. I sent them the money they said to send to them and still they cannot resolve the problem. I have written letters but have not gotten a response.

Review: I refinanced my VA mortgage with Freedom Mortgage (not by choice) in January 2014. Ever since that time my mortgage and escrow has been screwed up at every turn. The latest fiasco involves my Flood insurance. I was notified by Freedom Mortgage that my Flood insurance coverage was not adequate. They "claim" that my insurance agent only informed them of $19,600 in coverage, instead of the $250,000 in coverage that I have. They sent notification that they would issue a "gap" insurance policy with a premium of over $2k if I did not have adequate coverage. However, when I called in July (IT LITERALLY TAKES OVER AN HOUR ON HOLD TO SPEAK WITH ANYONE -- AFTER BEING HUNG UP ON SEVERAL TIMES) they came back and stated that it was a clerical error and they had already confirmed with my agent that we had adequate coverage. Again, they CONFIRMED with me on the phone that I had adequate coverage and that they confirmed this with my agent. Then, 2 weeks later, I received notice that they went ahead and purchased the Gap insurance policy and sent me a threatening letter stating that if I don't confirm the adequate Flood insurance they would buy the full annual policy. So, I called back YET AGAIN, and spent YET ANOTHER HOUR AND A HALF on the phone TRYING to speak with a REAL PERSON in their Insurance Department. Again, being HUNG UP ON not once but FOUR TIMES. This time they "claim" that they never said I had adequate coverage.Desired Settlement: What I want is something IN WRITING acknowledging that I have adequate Flood Insurance Coverage, as well as a refund for the $2,074 that took from my escrow account to buy this Gap insurance that I clearly didn't need.

Business

Response:

Mr. [redacted],Upon receipt of your complaint I asked the insurance department to review your concerns. They have advised that the coverage is sufficient at this time and that the lender placed policy has been cancelled and the $2,074.00 was refunded back into your escrow account on 8/26/15. I do apologize for the frustration this has caused you and we are reviewing the situation to determine the root cause. Sincerely[redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Review: I started my Rate Reduction in January 2015, I was Contacted via email by the Loan Officer, [redacted]. He was offering me a rate reduction on my Home Loan as a special offer to "keep me from refinancing with other mortgage companies." I was told that all closing costs would be covered and I would not have to pay any fees for the refinance. The first time the Notary came to my house, I noticed that my escrow account was being used to pay some of my closing costs. This to me was un truthful to what I was told. I should be receiving my Escrow balance back as a check, and Freedom should honor their word and cover the costs. This continued to be a problem for 3 more months! I was told by, [redacted] that I would receive my escrow account back as a check. Well this took way to long and when March came for me to sign, the HUD still did not reflect what I had agreed to. Because of this my account auto paid the Tax Collector and I was unable to receive the escrow balance back. I notified them via email several times. I received a call from [redacted] who proceeded to argue with me and act unprofessional.

April 1st, 2015 (a month Later) , I was scheduled to close on the agreed terms, now without my escrow back as it was impossible due to their failures, and at the last moment around 330pm was called and told they had to cancel because they hadn't completed the paperwork. I complained and talked to management; asking why this has taken 4 months?? I have sent the notary home from my house about 4 times because inaccurate numbers. Well, around 6pm a notary shows up at my door, a surprise to me because I was cancelled on. Turns out they completed the paperwork. I am upset I did not receive the HUD ahead of time to go over the numbers and make sure everything was square. This was a continued problem where I would not receive the HUD report prior to Notary showing up, or no one would call me to tell me they had re-scheduled or Title CO never received docs.Desired Settlement: I honestly would like what was told to me. I want a Loan where I am given a good rate, I am locked in at 3.5%, if the rate is lower, I want a lower rate. I would also like some kind of compensation, I was told I would receive money back from my escrow account. I would like some kind of compensation as now my escrow account is now empty. I would like an apology letter from the persons involved due to gross negligence, failure to communicate, failure to uphold verbal agreements, failure to meet suspense and so on.

I would like Freedom Mortgage to change their policies and be more honest in their practices. They were very coy with how they would "cover all the closing costs" The truth is they use your escrow account to pay some of them and don't cover Title Fees. If they are saying they will cover all costs to keep my business or anyone's they should also pay the title fees. They also need to communicate better

Business

Response:

Mr. [redacted],I do sincerely apologize for the frustration you experienced in trying to complete your refinance. Your situation was the exception and will be reviewed to be sure it is not repeated. The loan you applied for included Freedom paying your closing costs. Below are the costs that we covered+---------------- Lender Paid Fees ----------------+ ¦ Fee# Description Paid by Lender¦ ¦ ---------------------------------------------------¦ ¦ 802 Discount Point $4,245.56 ¦ ¦ 804 Credit Report $3.50 ¦ ¦ 810 Tax Related Service $85.00 ¦ ¦ 822 Flood Determination $18.00 ¦ ¦ 902 MIP/PMI/VAFF/Guaranty Fee $1,658.42 ¦ ¦ 1101 Settlement or Closing $414.72 ¦ ¦ 1108 Title Insurance $450.00 ¦ ¦ 1201 Recording Mortgage Fee $78.00 ¦ +-----------------------------------------------------+ ¦Base Loan Amount % of Base Total Paid by Lender¦ ¦---------------- ---------- --------------------¦ ¦ $331,684.00 2.0963% $6,953.20¦ +-----------------------------------------------------+ We did not use your escrows and you will be getting an escrow refund. The amount is 2610.97 which includes the April 1st payment that you made but did not need to make. The funds will be returned to you as soon as possible as I have asked for the servicing center to escalate the release of the funds. Please let me know if you need anything further

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the amount I was told I would receive back from my escrow was over 2,000 dollars this amount does not include the Aprils Payment. It didn't happen BECAUSE FREEDOM MORTGAGE FAILED to meet suspense's and communicate properly. Please explain what the $600 is and where it is coming from? I would like my Mortgage check back immediately.I know the payment for April was not supposed to be made. So, where is the 600 coming from? and Can you make good on what I was originally told? After I receive my mortgage payment back... can you give me another check for 2,000?

Regards,

Business

Response:

Mr. [redacted],On 3/4/151 your taxes were paid in the amount of 2222.80 from your escrow account. this left you escrow accout with a negative 14.44 dollars. You escrow account was short. Had your loan paid off at they point you would not have gotten an escrow refund at all. The overage on the payoff which was a result of the mortgage payment having been paid was deposited into escrow and that total amount equals your escrow and P&I for the April payment. You will be getting one refund for a total of 2610.97. Please see attached mortgage history.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted],This still does not make since. The customer service agent I spoke to yesterday said that I was supposed to make April's Payment and that's why my check is a different amount than $2,010. this is contradictory of all the closing officers and people I spoke with said I was supposed to skip April and May and make my first payment in June. Am I now skipping May and June and first payment in July? So why am I not getting back exactly what I paid? I don't understand why I am getting back more. Is it being Financed in to the new loan? you need to break this down and spend more time explaining this than a poorly written email. This still does not solve the issue of me getting my escrow check back, because it was supposed to be refinanced and completed in JANUARY. because of Freedom's incompetence this kept getting pushed back until April and therefore I didn't get my escrow account back... You need to do better. On top of this I still have not received my refund check, I was told this would be sent back to me within 10 Business Days... that time ended on the 20th of April.. I just spoke with a customer service agent on the phone and the check has not even been written. You are affecting my family and ability to pay bills. Do I need to get a lawyer involved? If I dont see movement and responses in a timely matter I will escalate this further. I opened this complaint almost 3 weeks ago and this is only the second response I have from Freedom.

Regards,

Business

Response:

Mr. [redacted], please call me at [redacted]. It will be easier for me to go over the old loan's history with you on the phone then going back and forth in an email. I attached the history with the last response and am attaching it here again. If you would call me so we can go over it I think it will clear things up and if you have further questions I can address them immediately.[redacted]Freedom Mortgage

Consumer

Response:

Review: [redacted]

I am rejecting this response because: [redacted] will not answer my phone calls or return my messages even though she asked me to reach her directly. I just received the check in the mail for $2620 dollars. I have not cashed it as it does not match how much I paid to the mortgage in April (which was an auto draft and I was not supposed to pay), which was $2010 dollars and when I asked for it to be explained they sdaid the combination of money was from different accounts, it did not sound right, because, if I made a payment that wasnt supposed to be paid why then am I not receiving the exact amount I paid? The issue that I am seeking to address is the 3 months of time that it took to close my refinance and on top of that the inability to receive my escrow account back as a check, which I was told would happen. A new problem that has arisen is while I called customer service at Freedom Mortgage, they told me I WAS supposed to make my April payment and skip the month of May with my first payment in June. This is a huge issue as in my whole agreement, verbally and from what I believe is in my mortgage agreement is that I skip both April and May with my first payment in June. I need a response immediately, the lack of communication and effort on Freedom's side is showing me they are not taking this seriously, this has the potential to be a huge issue.

Regards,

Business

Response:

Mr. [redacted] as you are aware we spoke today on the phone. I missed your call yesterday but called you back today and addressed your concerns.[redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Review: This mortgage company is the worst company I have ever dealt with. There web site for payment is confusing and slow, when you post a payment they take over 10 days to post it to your account.

In April they double billed me on the dates of 4/29/14 and 4/30/14. When I called to have them fix the issue, since it left me with $15 dollars in my account a supervisor stated it would be returned to my account within 3-4 business days. When it did not arrive I called again, and they said they sent it to their processing department and I would have a check mailed to me in 10-14 business days... which left me with no food for 2 weeks. They lied and deceived me about addressing the issue in a timely manor. Now once again in May they have done the same thing with the double billing. I scheduled a payment on 5/23/14 dated to be taken out on 5/30/14. By 6/2/14 it still had not posted to my account, so I thought they never received it. So I posted another payment (to avoid a late fee since I have never been late on a payment, or missed one) on 6/2/14 and it posted to my account the very next day. But then today they withdrew another $569.73 on 6/4/14.

This is poor employment practice, now I have to fight them once again to be refunded, Look for a new mortgage company because the aggravation of dealing with this company is putting me in anxiety attacks, having to take medication for the, and the stress its causing on me, by not allowing me to feed myself, going hungry for weeks, living check to check (which they are aware of and do not care.) I deserve to be treated better both as a human being, and having an outstanding payment history with them. This is no way to treat customers. Plus I have the screen shots from my account and multiple email back and forth as proof as proof. They never give a name in response only use the term [redacted]Desired Settlement: I would like the $569.73 re-credited to my account ASAP, not wait 2 weeks for a check in the mail. They withdrew it from my account with no problem (double charged me 2 months in a row) so I do not understand why they can't credit it straight back in, like every other business I have dealt with does.

Business

Response:

Ms. [redacted], I reviewed you account history and also the comments you had with the customer servicer representitives. It seems that you made duplicate payments in both May and June via the website. When payments are made on the website they post to the loan on the effective date but take a few days to actually be processed out of your bank account. As long as the payment is showing on the mortgage history it will be debited from your bank account. The last comments in the system indicate that you advised that servicing center that you no longer wanted the payment refunded and that you would make your next mortgage payment in August which is the current due date of the loan.Please let me know if there is anything else I can assist you with[redacted] Vice President Freedom Mortgage

Consumer

Response:

Review: [redacted]I am rejecting this response because:They information regaurding the double billing did not show up untill almost two weeks after I sent the payment. That is not how a bussiness is run, and so on 6/2 I sent a second payment because of no reply from freeddom mortgage from the first payment. I was under the impression the never recieved the 1st payment. I have never been late or missed a mortgage payment, and have never dealt with a company who takes so long to handle any situations. I called them as well on 6/2, spoke to a supivisor and they said I should be mailed a check in 7-10 bussiness days... Which once again they DID NOT! Their excuse was it took them that long to process it, and I should wait another 7-10 bussiness days to recieve the check. At this point I told them just to keep it and use it as July's payment. Apperently they have no probleum in taking peoples money, yet give them the run a round when it comes time to send it back due to lack of efficancy on their company's behalf. I am getting ready to sell my house SOON, AND YOU CAN BET I WILL CHOOSE A DIFFERENT MORTGAGE COMPANY!!! I also sugest to anyone out the in the real estate marked, to STAY AWAY FROM FREEDOM MORTGAGE... unless you like to be lied to, played games with, and strung along, by a VERY UNPROFESSIONAL SECOND RATE BUSSINESS!!Regards,[redacted]

Review: I have a fairly new mortgage with Freedom Mortgage (purchase of house was in May 2015). I have been paying my mortgage through my bank, Wells Fargo. My bank sends an actual check to Freedom Mortgage, and I get notified when it is cashed. I have sent 5 payments to date by this method. The first 4 payments were cashed, according to my bank, and I can view the checks on my bank's website, confirming that they was cashed. The checks all have my account number on them, along with my name and address. The 4th check, sent from my bank on October 23rd, was cashed on November 3rd. I received a notice in the mail dated November 16th from Freedom Mortgage saying that I am past due on my November payment and that I'm being assessed a late fee, so I immediately called their help line, on Nov 24, 2015. The person I talked to said she would make note of my inquiry, and requested that I send proof of payment to [redacted], which I immediately did. I received nothing back confirming the information was received, so I called back the next day (Nov 25) asking about my account. That person said not to worry, that they had record of me calling the day before, and that it usually took 4 to 5 days for them to look into these matters. After not hearing anything I called back today (12/4/15) to discover the funds were still missing. The lady today said she had no record of me contacting them previously about a lost check. She noted the check number and said they would look into it by December 11th. The check was in an amount significantly over the mortgage, as I am trying to pay it off early, and I'm very concerned that it's "missing" and Freedom Mortgage seems to not care much. I have sent December's payment, and I worry that it will also go missing. The customer service folks do not seem to be taking this issue seriously or with any urgency, and searching the internet it seems many other have had the same lost check issue lately. Is this a scamDesired Settlement: I want the entirety of the funds, in the amount of $9,673.14, Wells Fargo check number [redacted], that I sent to Freedom Mortgage (and which was confirmed by my bank to be cashed by Freedom Mortgage on Nov 3rd) to be properly applied to my mortgage account (account number [redacted]) effective November 3rd, the date the check was cashed, with the overage applied to the principle (to reduce interest over the life of the loan). I also want the late fee removed, and that there be no negative reporting to the credit agencies since the mistake is Freedom Mortgage's and not my own. They also need better customer service representatives to deal with issues in a timely and professional manner.

Business

Response:

[redacted], Upon receipt of your complaint I asked the cash department to review your account. They found the funds had been applied to the suspense account and not yet applied as a payment and the extra fund to principal. The have since applied the payments and extra principal. If you would like a copy of your payment history please email me at [redacted] There was no negative reporting to the credit bureaus for any of the months involved.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

[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.]

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,

Review: Freedom Mortgage is the escrow company for Ocwen who holds my house note. After I noticed an unexplainable increase in my monthly payment I contacted they company and was told I would have to wait for an annual escrow analysis to determine if overage amount was being taken for escrow each month. Several months later I learned through my bank USAA that I could request an analysis when I want and in fact that was true, Ocwen processed my request and was found to have been collecting over $180.00 over the necessary amount. I am due a refund of over $1400.00 and have called several times (1/8,1/22,2/3,3/11) and have yet to recieve my refund. I am told I can not reach anyone in escrow directly and have to allow for customer care to send a request for the refund. I see this as theft. They unfairly increase my payment just after I spent 10K in closing costs to reduce my payment and have now failed to return it. When I had an issurance claim it was near impossible to get them to send the contractors the balance of their money after the work was complete. They are very difficult to get money matters resolved in a timely manner. I don't know if they earn interest off my money, but it seems there has to be an explanation as to why they fail to release money that isn't theirs.

Product_Or_Service: Mortgage (escrow)

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Immediate refund and a contact phone number of who is handling my escrow account and someone I can reach directly, not customer care.

Business

Response:

[redacted], upon receipt of your complaint I asked [redacted] to review your escrow account. They stated that the refund check was requested on 2/13/15 in the amount of 1,415.61 and was mailed on 2/17/15. They advised to allow 7-10 business days for delivery via regulr mail. Please let me know if I can assist you in any other way[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: We started our refinance process with Freedom Mortgage the 3rd week of September 2014. We finally closed on the loan on 12/01/2014. At the closing table, the attorney from [redacted] and [redacted], phone # ###-###-####, stated that after our 3 day right of recision, the funds would be dispersed into our checking account on Friday, December 5th.

The funds never arrived that day, and I was unable to get a straight answer from anyone about where the funds would be. We waited through today, Monday 12/8/14, and I have spent basically ALL day on the phone and computer trying to track down where our dispersement went. We were advised through multiple channels, that Freedom Mortgage sent the funds to the incorrect attorney, and had to wait to have them recalled. Not only was this a horrible, lengthy process, but the company did not deliver on the date they specified in the closing documents.

We are thoroughly dissatisfied with this company and the run around we have been given day after day.

As of this time 3:17 PM on 12/08/14, the funds are STILL not in the account that the attorney stated that they would be.

Unacceptable, and completely unprofessional.Desired Settlement: It would be amazing, if the company would take ownership of this, and apologize. How dis-heartening that they would contact us as consumers, and THEN give us this run around. Of course it would be professional to somehow be compensated for the time and energy we have put into this, but I doubt that this company has the tact, or insight to take such actions.

Business

Response:

Mrs. [redacted], upon receipt of your complaint I met with our funding department. It appears that they were aware of this problem. The title company provided us the wrong wiring information for your closing attorney. We rely on the title complaines to provide accurate information for their closings, that did not happen in this case. The funds were returned and were disbursed properly this morning.Please let me know if there is anything else I can assist you with[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

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 you taking the time to answer my concerns, and I hope other customers do not experience what my family did.

Regards,

This company has an automated system that can't determine a partial payment from a non-payment which results in them indicating that no payment has been received at all. I had a $60 increase due to an escrow change, which I missed. My normal automatic payment was sent in and received by the company. They failed to acknowledge that any payment was received and sent me a bill indicating that no payment has been received and an additional late charge was added rather then indicating that the full payment was not received and a net difference was due.

When I called the company to ask why the bill reflected no payment had been received, the call center person and manager both indicated that until a full payment was received, the amount would not be recorded as a payment. Since Mortgages are charge interest by the day, this clearly must be illegal as they are holding onto a month principle and interest payment (less a $60 escrow shortage) in which they charge an additional $65 late fee plus the difference in interest they are collecting on the difference in principle.

This company has unethical billing practices and is not recommended.

My mortgage was recently sold off to this company. Calling them on the phone, the wait for a person was over 20 minutes. The website they claim you can use for a variety of functions is not functional on multiple different browsers (chrome, IE, and safari). So far not impressed

This company is the most miserable company to deal with. I would say the customer service is about as bad as [redacted] Every single time I have called in looking for information the customer service rep would just dump me into the same automated system. I have called in trying to get information on multiple occassions and each and every time I have to call in multiple times due to getting hung up on or transferred to the wrong place.

Review: I am a new customer to Freedom Mortgage, my previous Mortgage Company [redacted] sold my mortgage to Freedom. I use the bill pay service through my bank [redacted] My first Mortgage payment was made on time toi Freedom Mortgage, my bank varified this, Freedom can not find my payment. I have been round and round on the telephone with Freedom also having my bank on the same call, my bank has given them the transfer number, dates and times and still over 30 days have past and Freedom has still not located my payment I have p[roven to them time after time that they recieved the payment, they reply that they don't have it. Bottom line is Freedom has my mortgage payment. This could effect my credit and I don't want that.Desired Settlement: I want Freedom to locate and apply my mortgage payment

Business

Response:

Mr. [redacted], [redacted], our subservicer, used the documentation you provided and located the missing payment. The payment was applied to your account on 10/29/14. There was no impact to your credit and the account is paid as agreed. Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage Corporation?

Review: Dealing with their gross negligence and misconduct on two fronts: as a service member - tried to take an VA IRRL - the lies, and mark ups of fees, which should not be included in this refinance are appalling. Every time you call to resolve, you get a different person and a different story, excuse or flat out lie. Finally just walked away.

Secondly - my insurance company sent them my claims settlement in the amount of $25,000 for them to administer. They are doing everything in their power to hold on to MY money for months and months on end and not pay out my settlement even though the work is done, inspections complete, paperwork filed. Despite numerous phone calls to resolve, again, a different person, a different bs story, they are a sham!

Stay away!Desired Settlement: I would like my insurance settlement paid to me immediately since I have completed everything required of me. There are so many Revdex.com complaints and negative customer reviews on file, - someone takes the time to write every other day or so, why do they continue to receive an A+ rating from you? This is deceiving other customers into doing business with them when they are a total nightmare. I would think these matters need to be figured into their rating.

Business

Response:

Ms. [redacted] Upon receipt of your complaint I reviewed both the application you had in process and the insurance claim you have on your current loan. The application was a streamline where we were lender paying the closing costs. I am not clear on where you fee the was any misconduct. We processed the application, including the subordination of your second mortgage, extended the interest rate lock at our own cost and called out to you repeatedly, leaving messages on your cell phone to schedule your closing but you did not return our calls. I do not see many incoming calls where you were calling into to ask questions or get a loan status. The application has been cancelled due to lack of contact from you. In regards to the insurance claim, we have to follow investor guidelines and release funds as work is completed. We released $8,453.56 on 5/6/15, another 8,453.56 on 6/5/15 and then 11,835.00 on 9/16/15. You recently called in to schedule the 100% complete inspection which once complete will allow for the disbursement of the remaining 5072.12 left in escrow. Your funds were handled in accordance with investor guidelines and not in any arbitrary manner. Please let me know if I can be of any further assistanceRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I had numerous conversations with Mr. D and others in attempt to resolve my questions on the GFE for my VA IRRL. At no time was I ever presented with credits that Freedom was paying. The only thing I was presented with was over $5,000 in closing costs. To say there were no incoming calls is untrue. To say that I eventually got so disillusioned with the process and having to deal with at least 6 or 7 different people, starting all over with my situation every time, that eventually I did indeed stop returning calls from the closers is true - by then I had informed 3 different closers via email that I was no longer interested in taking the loan with Freedom because I was just sick of dealing with the incompetence.Regarding the insurance payout: I did not receive 3 payouts you list below - which again, I went over with at least 10 different specialists on the phone. In fact, the amount you list is in excess of the settlement - one of those payments never arrived, yet I would have to explain this over and over again every time I called to check on my 50% disbursement - which took exactly 30 days to receive. One specialist told me the check was mailed on 9/16, the automated system stated it was mailed 9/18, yet it was finally postmarked 9/22, a month after my 50% inspection was complete.Yes, I have now scheduled the 100% inspection. I will wait to consider this matter closed once the final disbursement arrives.We'll see if it's actually processed 3-5 days after complete this time, But to think that I had to resort to calling every single day and filing two complaints in order to receive money that was owed to me is shameful.

Regards,

Business

Response:

Ms. [redacted], I am not sure what else I can do to explain that you were getting the lender credits for the closing costs. They are not shown on the GFE because the GFE doesn't have a place to show who is paying the costs. The summary of transaction does lay out who is paying what. I am sorry that you did not have a good experience with the refinance. The vast majority of our borrower's have no issues what so ever. I did check you insurance claim status and the 100% inspection was completed and the balance of the funds left in the restricted escrow account were released on the 13th. You will be getting that check via regular mail.SincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I appreciate your thorough response. I was never presented with a summary of transaction to show lender credits, but I consider the first matter a moot point - I am no longer interested in this option due to my experience. I will consider the matter of the insurance payment closed when I receive the final distribution owed to me. Thank you,

Regards,

Business

Response:

Ms. [redacted], My understanding is that the final check was mailed to you via regular mail on 10/15. Can you confirm receipt of the check pleaseRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

[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.]

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,

Review: freedom mortgage has delayed importants and monetary amounts in a timely manner, this has and continues to cause undue mental and financial problems. I have contacted freefom mortgage loan officers and numerous other representatives of freedom motrgage and they have blatantly refused to fufill their obligation to get appropiate documents to me in a timely manner, becase everyday that they do not help me with this issue I get added debt and interest. There seems to be know urgency on freedom mortgage's part to do what was promised and assist me as a disabled veteran. I need to be reinbersed for monies ,I have already paid out. That was the object of getting the loan in the first place!!!, WHAT AM I SUPPOSED TO DO when no documents are forth coming?Desired Settlement: Send my pertinent documents and payments immediately, so I can fulfill the obligations we agreed upon,any delay will only cause me more hardships. All I ask is the this be resolved now not later!

Business

Response:

Mr. [redacted], upon receipt of your complaint I reach out to our processing manager Nancy [redacted] to see if she was aware of the issue with your checks. She advised that she was and was working with you to get the proper payments and names of the payee's on the checks. My understanding is that as of today all of the checks have been corrected and sent out to you. If this is not the case please reach out to me at [redacted]SincerelyRoseanne [redacted]

Review: I have been paying my mortgage well before time every month since I have been with Freedom Mortgage.

Since March 2014 - I have been trying to refinance my mortgage, In May my new lender asked me to obtain Verification of mortgage document from Freedom Mortgage. I sent this request right away to Freedom mortgage as urgent request so I could complete the refinance in May 2014 itself. When I contacted freedom mortgage's servicer Loan Care they gave me different information on 4 different instances. Some one said 2 days, someone said 5 days and then someone said upto 9 days. With this I ended up getting delayed with refinance closing till June 16th. Also, When I spoke to a "supervisor" back in May he said If my refinance happens after due date of the month, they will waive off the $207 late fee charge.

I am already required to pay Full months interest and PMI for month of June, Now Freedom mortgage wants me to also pay Late charge as well, which was promised by "supervisor" that it will be waived since I am paying off the loan in full, paying full months interest and PMI and it does not make sense for me to pay a "Late fee" as well.

I called customer service twice since yesterday, and spoke to new "supervisors" and they are not waiving the late fee charge. In this world and age it seems really UN-ethical to charge a late fee on a loan that is paying full month's of interest and PMI where as Loan was just serviced for less than 20 days and also my closing was delayed by a month which costed me over $2000. Also, when speaking to Customer service and Supervisor at Loan care (freedom mortgage servicer), folks were very rude on the call and simply denied to help or listen to the problem. I will advise everyone in friends and family to stay away from freedom mortgage.

My Loan # with freedom mortgage is [redacted] I am requesting Revdex.com to step in and help.Desired Settlement: I am looking for freedom mortgage to refund me Late fee charges and also compensate me for 1 months for Interest and PMI that I had to pay because Freedom mortgage did not provide [redacted] document in time and my closing was delayed due to that.

Business

Response:

Mr. [redacted] I apologize for the frustration you had with our servicing center. Please be advised that I have submitted a check request to refund to you the late fee on your account. You should receive the refund in about 7 business days via regular mail

Sincerely

Freedom Mortgage Corporation

Review: I have spent the better part of 6 months working with Freedom Mortgage to refinance my home. The manner in which they failed to close my loan after so many delays and all the empty promises cannot go without accountability. I am a 100% service disabled combat veteran and their failure and lies has cost me many thousands of dollars and indescribable stress. Please review the countless emails and phone calls that have gone on between myself and Freedom Mortgage becausethere aren't enough available characters in this form to describe the egregious errors that they made and the countless empty promises they made to me. The stress and money that this has cost my family should cost Freedom Mortgage in customer service rating right away. Please do not let me be stepped on by this company and have it go completely unnoticed!Desired Settlement: I want my loan to be closed as it should have been 3 or 4 months ago.

Business

Response:

Mr. [redacted] upon receipt of your complaint I reviewed your file with our senior underwriter. Initially the application was taken and there had been some errors but that was corrected and the was corrected by re-writing the loan but honoring the initial terms. The file was processed and there were some delays but the file did go to closing on 11/20. On 11/23 you advised that you wanted more cash out. We told you that the loan would have to go back to the underwriter for re-approval. By that point we needed to verify that all mortgage payments had been made on the primary and investment property. It was determined that you were 60 days behind on the investment property. You did bring the loan current however the delinquent payment history is not allowed per guidelines and the loan has been denied. I am sorry as I am sure that this is not the answer that you would like but there is no other option at this time. If you have any questions please email me at [redacted]Sincerely Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: To say there were "some" errors made is a huge understatement. I was in the refinancing process for nearly 6 months. My loan failed to close multiple times solely due to the continuous lies and gross incompetence of Freedom Mortgage employees. Please review the countless emails and phone calls and it will be easily apparent that the fault of my mortgage not closing lies not with myself but Freedom Mortgage. And I have yet to receive any kind of acknowledgement that Freedom Mortgage ruined my opportunity to refinance my home. I would like all of the phone calls and emails between myself and Freedom Mortgage to be reviewed because I am certain that no reasonable person can review all of the false promises and monumental mistakes made throughout my loan process on the part of Freedom Mortgage and fault myself for this refinancing to have gone the way it did. I did everything asked of me promptly throughout this process and Freedom Mortgage completely failed myself and my family!

Regards,

Business

Response:

Mr. [redacted], I am sorry that you feel this way but there is really nothing I can do to address your rebuttal. The loan can not be made due to the late payments on the other mortgage

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is not a matter if how I feel. This is a matter of fact. Review all the communications between myself and your company and anyone can see the incompetence and lies that your associates relayed to me for 5 months. Why does your company refuse to review and acknowledge wrongdoing by Alex J and Freedom Mortgage?

Regards,

Business

Response:

Mr. [redacted] was have investigated the file internally. Any actions we take against any participants is an internal matter and not something that we will share publically. We take all complaints seriously and each receives a complete review. Errors or situations where additional training might be needed are addressed as are anything requiring more escalated actions. SincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation