Freedom Mortgage Corporation

Review: Company has failed to pay 2nd installment of property taxes for year 2012 in a timely manner. My husband and I have received a delinquent tax bill. I faxed over the delinquent notice and called on 12/17/2013. This bill has still not been paid. I called and had this information escalated on 12/30/2013. I called and had this information escalated again to a manager on 1/9/2014. Then I e-mailed customer ser[redacted] to have a ticket submitted. Acknowledge: Urgent - Delinquent Property Tax Bill - Please remit payment asap - Loan [redacted] { ([redacted]) I just now 1/13/2013 called again and customer ser[redacted] said they would send this over to the Tax Department to be paid. This should have been paid in 7-10 business days and it is still not paid. This needs to be paid. We would have liked it if our names would not appear in the newspaper.Desired Settlement: I just want Freedom Mortgage to remit the property tax that are delinquent. That is why we have an escrow account with our mortgage loan.

Business

Response:

[redacted], I reviwed the escrow history on your account and I do show that the tax bill was paid on 1/15/14 in the amount of 2224.32. The penalty was paid by us and not from your escrow account. I am sorry that the bill had not been previously paid but it seems that the tax ser[redacted] did not pick up the amount when it was initally due. The escrow account is set up to pay the taxes twice a year so you should not have this issue going forward. Please let me know if there is anything else I can assist you with.

Sincerely,

Freedom 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: 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: We have an ongoing issues with our mortgage company and our tax assessment. The City of Philadelphia previously sent the wrong tax information which increased our mortgage $1,000 each month. After some back and forth between the City of Philadelphia and Freedom Mortgage, the City of Philadelphia has corrected the amount of tax we owe. The City has sent the updated information to Freedom Mortgage for their records to update our account.

Since the correction was made within the City of Philadelphia tax system updated records were sent to Freedom Mortgage. Freedom Mortgage must submit a reimbursement form to collect the misappropriated money. They have done this once and filled out the form incorrectly. We had to call Freedom Mortgage for them to resubmit the paper work. I am unaware if they have resubmitted.

There is constant back and forth and after trying to coordinate with Freedom Mortgage, they now place us on hold or hang up on our phone calls. They say the issues has been escalated to the tax department in their company. However, after a week there has been no resolution.

This issue has been going on since November of 2014. We have been making our regular monthly mortgage payment and in July they sent our payment back to us. We have it dated they received it before the late payment date.Desired Settlement: Our Freedom Mortgage account needs to be updated to correct the tax issues as well as any late fees.

We have been submitting our regular monthly mortgage payment.

Also both myself and my co-borrower needs our credit reports corrected to show that we were not late in our payments. As this credit report is hindering the expansion of our small business, therefore effecting our income.

Business

Response:

[redacted] I am working with our tax department to obtain the refund and correct the escrow account. I anticipate that this will be completed in the next 48 hours. Please contact me directly at [redacted] and I will update you once this had been finalized. [redacted]Vice President Customer ServiceFreedom Mortgage Corporation?

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The tax dispute has not yet been resolved, they are just saying it will be completed. Two things need to happen; the confirmation number of the tax refund sent via mail or email to [redacted] The other item, our credit reports need to be updated, we should not be showing late payments as a fault from their business practices. Once these items are taken care of we can accept their response.

Regards,

Business

Response:

[redacted], we communicated via email after you rejected this response and I did not hear back from you after my last email. If there is anything further that I can do for you please email me.Sincerely,[redacted]Vice President Customer ServiceFreedom 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

Review: Freedom mortgage notified me in August 2013 by mail that my escrow account was in surplus, so i'd be receiving a check back with the excess funds of approximately $1200 within 20 to thirty business days. After many calls and complaints to Freedom Mortgage and attempts to resolve this issue only to receive empty reassurances from various customer service reps, it has been six months and I still haven't received the money that is rightfully mine, and no representatives from freedom mortgage will explain what the problem is and why it has taken so long.Desired Settlement: All I want is to receive the money that i'm supposed to receive, immediately, with no more excuses and run around and miss information.

Business

Response:

Ms. [redacted], I do sincerely apologize for the delays in your receipt of your escrow refund check. After getting your complaint I reached out to the escrow department and asked to put a stop payment on the most recent check. I asked that they contact you anc confirm the mailing address and send a new check via overnight mail. The new check was sent out on the 11th and received by you on 2/12/14 as shown by the [redacted] tracking info below:Proof of DeliveryClose Window Dear Customer,This notice serves as proof of delivery for the shipment listed below.Tracking Number: [redacted]Service:UPS Next Day Air®Weight:9.00 lbsShipped/Billed On:02/11/2014Delivered On:02/12/2014 7:35 P.M. Delivered To: OCEANSIDE, CA, US Signed By:[redacted]Left At:ResidentialThank you for giving us this opportunity to serve you. Sincerely, UPS Please let me know if you have any further issues or questions as I would be happy to address them.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

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,

Review: We were approached by Freedom Mortgage to seek out a refinancing or a new Mortgage Loan, we spoke with an agent and did as he recommended, we were then approached by a Mortgage Specialist, who was going to process our loan, she sent us all the necessary paperwork to do the loan, we then paid $250.00 to have an appraisal done of our house. In the meantime we had some pretty significant winter storm damage to an upstairs bedroom and the bathroom below on the main floor to ceilings, and walls. The appraiser came right in the middle of trying to arrange compensation from our home insurance company. We spoke to the Specialist about what had happened and we were told to get the loan we wanted to have it fixed by the end of loan time. In the meantime the appraisal came back on the house, and even though we had the damage that had not been repaired yet, this appraiser said that the house would only be evaluated at $78000. We bought the house in May of 2014, and it was appraised then at $76000.

We have already put over $5000. into this house and property---Then when we spoke with the agent she told us we were to speak with the first agent that we contacted, and he said we could'nt do the loan at the price we needed, that is when all the confusion and no following thru, started. The Specialist would not call us back, the agent would not call us back, and so here we are----the damage has all been repaired---as they needed it to be, we are ready for a new appraisal and no one will call us back ---just nothing!Desired Settlement: To at least try to work out the possibility of another appraiser coming in to reevaluate the house---and continuing with the original loan, or just giving us a proper statement as to why we are not being called back to set up the closing---in other words they don't want to deal with us anymore? We would like to be told the truth about what is going on----and I feel we are somehow being discriminated against---

Business

Response:

Mr and Mrs [redacted], upon receipt of your complaint I reviewed the loan with the underwriter and processor. They advised that they had submitted your dispute to the VA and also provided the new comparables to the appraiser. The VA would not reconsider the value and the appraiser stood by his valuation as well. It is my understanding that you have cancelled this loan application but are considering doing a streamline VA refinance which would not require an appraisal. Please let me know if there is anything further that I can assist you with [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: I have used their email method of contact as well as tried using their customer support on phone to fix the problem of me not being able to use their "advertised and promoted" online payment method. I have not received a tech support call or even an email regarding this situation and how to fix it. However, I did receive a call from their sales dept asking if I wanted to refinance my loan. Today, I was put on hold for more than ten minutes and when I finally got to speak with a representative, they got my information and then just hung up. I do not want to pay their phone fee of $5, but they give me no other way to access my online account, even when given the chance to respond to me for several months.Desired Settlement: I want a refund for all the $5 fees I have been charged for, because they have given me no other option to pay.

Business

Response:

MR. [redacted], I am sorry that you experienced difficulty accessing your account online. It is my understanding that the serivcing center assisted you with this and that you now have access. If this is not the case please let me know and also please advise if they refunded you any of the fees that you paid as a result of not being able to pay on line. I can be reached at [redacted]Vice President Customer ServiceFreedom Mortgage Coropration?

Review: I called Feedom Mortgage on 2/16/15 to try to get assistance to log on to my account. The reset process would not work. We tried twice. The login and password did not work. The agent just wanted me to pay extra fees to pay my mortgage. No offer to waive the fee since the problem is on their end. Even wanted me to call in on the phone to pay.....for a fee. I just want access to my account so I can pay without additional fees.Desired Settlement: I would like a written apology and access to my on-line account so I can pay without additional fees.

Business

Response:

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

Review: My wife and I are retired and live in both [redacted] California and [redacted], Oregon. We go back and forth with the weather. Freedom Mortgage bought my [redacted] for the [redacted] house on 5-1-14. They said in August 2014 that they sent a Welcome Package to the [redacted] home in May of 2014.

My son received such a packet on 8-5-14 and it was dated 8-1-14. My son is [redacted] and he lives at the [redacted] house. The phone # is the Phone listed with our prior mortgage company which was [redacted]. My wife and I were at the [redacted] house until 5-25-14, when we returned to [redacted]. We did not receive any welcome packet or calls when we were in [redacted]. My son answers the phone there and has never received a call from Freedom Mortgage. That phone is ###-###-####. On 8-11-14 my wife received a call from [redacted] who services Freedoms loans. That is when we first learned the loan and had been bought and we were delinquent. By that date [redacted] or Freedom had already reported my wife and I as delinquent. Our credit scores immediately dropped 40 points. We own three houses and have never been late on any of them. We paid May and Junes mortgage payment to [redacted] and they forwarded them to Freedom. That should have been a clue for Freedom. July and Augusts payments was paid to [redacted] and they returned those payments to our [redacted] home. [redacted] called us at our [redacted] home on 8-11-14 and that is first we heard of the loan transfer. We have since brought payments current through September but Freedom refuses to withdraw our delinquent payment report or return our late fees. We have already attempted to refinance our loan because of Freedoms intransigence and their horrible reputation. [redacted] Employee [redacted] #[redacted] representing management denied our requests to withdraw the delinquent report and return our late fees.Desired Settlement: Withdrawal or retraction of the delinquent payment reports and return of late fees. Freedom and Loan made no serious effort to contact us until after they had reported us as delinquent. That information was available to them. Their complaint record speaks for itself. I can prove with documents everything I have alleged and will forward documents if you request. Also I served in the [redacted]. the [redacted], and the [redacted] for a total of 25 years. I am a retired [redacted] Lieutenant and [redacted] Officer. I have never been treated so badly by noncriminals.

Business

Response:

Mr. [redacted], upon receipt of your complaint I asked the servicing center to review your loan history. There does appear to have been an issue with your knowing where to send the payments. In light of that I have requested that the fees be refunded and any outstanding fees be waived. We have updated the credit bureaus to reflect the account paid as agreed with no delinquency. Please allow the bureaus 30 to 45 days to update their system to reflect these changes. Please also let me know if there is anything else I can assist you with[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: I originally spoke with [redacted], during this conversation he explained how the process worked for refinancing my house under the cash out finance and said that his company would cover all costs involved with the process except the pest inspection and appraisal. I paid $400 for the appraisal with a check through MIC and $85 for the inspection directly to the inspector. I was told any further costs would be covered by MIC at the end of the transaction.

The process began and my home was inspected and needed to be treated to ensure no future issues at a cost of $525 and I provided all paperwork asked for by MIC and was told I would be reimbursed over the phone. I was told over the phone that I needed to select a Closing company for the final closing on my home. I picked [redacted] title out of Tampa FL [redacted] to do my closing and was told I could not chose that company because they were not on the approved list, which I believe is a violation of anti coercion law but having no choice being locked in financially to this process I chose [redacted] in Cushing, Ok [redacted].

After dragging this out for several months I was told the paperwork had gone to the under writer about 2 weeks after that I was sent a letter stating the company was not going to do the refinance. I have not been able to contact ANYONE at that company from that point on, no one will return phone calls or emails.

I was contacted by the [redacted] company saying that MIC refuses to pay the costs associated with the closing and after having received all documentation from the Inspection, Appraisal, house history and closing data MIC refuses to pay any of the charges they stated they would pay.

I am a disabled veteran having served in both Iraq and Afghanistan, I live on a fixed income and this process has literally broken me financially. I may lose my home over this. In the posted complaint I made an oversight which may cause

confusionIn my complaint I typed MIC a few times, that is an

oversight on my part not to explain my acronym for [redacted]

which should be listed as "Freedom Mortgage" for the sake of

clarity.I noticed my mistake after the posting and could not find

where to edit the text after it was submitted. If that could be fixed I

would appreciate it.Desired Settlement: I only want the costs that were promised (verbally over the phone by [redacted]) to be taken care of, pay for the treatment $525 and the $835 costs for the closing company.

Business

Response:

[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?

Review: I had a locked in agreement of a 3.5% loan , all the way up to the closing date .On closing date , a woman came to my home with a lot of papers to sign for a mortgage ,and she rattled through them , with so many paper , I was trying to pay attention ,but I guess I got overwhelmed ,and they charged me with a 3.75% loan ,which over 30 years is roughly $30,000 .No one from company told me what so ever that this loan was 3.75% , even the loan officer said he would have been very upset also ! I tried speaking to the company , but they just kept blowing me off .And I tried to get out of this contract ,but they just kept giving me the run around !!!Desired Settlement: I want my rate to be 3.5% as agreed upon( as locked in at ) , or cancel the refinance .

Others should be warned of this companies policy of deceiving customers!

At this point , I am about to dismiss my good credit and go rent somewhere , thanks to this mortgage company I might lose my home because of there deceit.

Business

Response:

[redacted] we have been contacted by your lawyer and since you now have legal representation we will respond directly to you Attorney.

Freedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:My attorney is getting negative results and this situation is not right or fair . Even your loan officer will not except calls from me because he knows the truth ( and I have been nothing but polite to him ) .People need to know what kind of a company they are dealing with here .All they care about is the commission , and not the customer . I was quoted one rate , got a different rate . Also Freedom mortgage charged me for attorney fees ,to which the attorney wasn't even working for me ,but for Freedom Mortgage .

Regards,

Business

Response:

[redacted], due to the fact that you are represented by legal counsel we are obligated to communicate directly with your counsel. I reached out to him shortly after he contacted us and have never heard back from him after that inital conversation. Please advise you counsel that if he needs anything from Freedom mortgage he needs to provide a signed letter of authorization and contact us.

Freedom Mortgage

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My attorney has reached out several times , with no response !!!

Can you at least answer this , the loan officer promised me a check to try to compensate me due to the deception , and said " if you don't receive it soon , please call me " . Which I attempted to due, but my phone was blocked . My question is ,why ? I have been nothing but polite and honest ,and this is how employees of Freedom Mortgage treat there customers ! Public beware of this company

Regards,

Business

Response:

[redacted], I have never heard back from your attorney but he is more than welcome to contact me directly. As to the promises your loan officer made to you, that loan officer is employed by the broker, not by Freedom Mortgage Corporation. You would have to address that issue with them directly

Freedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Again ,my lawyer has attempted to contact you a few times . And as for the broker that represents your company, and you let them represent your company this way ,they should be ashamed of there actions , cause all they cared about was to get there commission, no matter who they hurt !!! I have tried to contact the broker also ,but he has blocked my calls ( and I was never disrespectful to him). Facts are facts , I was quoted one rate, and got deceived and stuck with another rate ,shame on Freedom Mortgage !

Regards,

Review: I decided to refinance my Adjustable rate mortgage, to a fixed Rate. I closed on my new mortgage on 3/21/2014 (signed contract). Because of the closing date I was advised that I would miss April, and May payments. May 2,2014 [redacted] from the closing department called me and advised that when the sent a payoff to [redacted] for my previous note there was a 1,300 dollar shortage, and If I could make my April Payment, my first payment to [redacted] would now be July 1st. I made the April payment as I agreed ( Already closed loan 3/21/3014). Documentation arrived from [redacted], I called and checked my account status, they stated my first payment would be June 1st. I have numerous attempts to contact [redacted] (closing department manager) to make arrangements to correct the 1st payment, he has not returned my call. I did reach out to [redacted] , assistant vice president of sales, he has assured me that they are aware of the situation, and are looking for a resolution, someone will call me shortly, no one ever calls. I spoke with [redacted] works in the recovery department, he assured me I would get a call assuring me resolution, no one ever calls. When I attempt to call him back to check on the status, I always get his voicemail. I have left cordial voicemails with everyone mentioned, no one has called me back. I did get a nasty letter from [redacted] threatening foreclosure, wanting personal information to make a determination if they would allow me to keep my house, all because of Freedom Mortgage not calculating the correct payoff amount, and finally paying the note in full the first part of [redacted] (thanks to me assisting with the April payment, I was advised I could miss).Desired Settlement: I would like for Freedom Mortgage to change the 1st payment date to July 1st, 2014, or refund the money I made for the April payment that I was not required to make, and I will credit that to a June 1st payment. I would also like for them to provide me a letter in writing explaining the situation, and this mortgage issue was not the fault of myself. Lastly I would like to ensure this situation does not go against my credit rating. An apology would not hurt as well.

Review: Freedom Mortgage did not pay my real estate taxes in full and I received a warrant/collection notice with additional fees. The rep told me she escalated it to the Tax Dept and I should hear back within a couple days. Over the next 2 weeks I inquired about the status FOUR times and never once received a response back. Finally I called back and was connected to a manager who said the request was 'pending' and that she'd escalate it and should receive response back in 24-48 hours. That will make this mistake on their part be dragged out for 3 weeks. I am less than satisfied with this mortgage company - I just refinanced at the beginning of the year into this company. I have NEVER had any issue with my Real Estate Tax being paid in full from [redacted] as my mortgage company.Desired Settlement: Fees and remaining balance due to incomplete real estate tax payment should be paid in full by Freedom Mortgage.

I have not received an explanation yet as to why this happened in the first place, but would like reassurance it will not happen again. I have NEVER been late with a mortgage payment - I should also not have to worry about my mortgage company not paying my Real Estate taxes in full when I'm getting an escrow amount deducted from my account monthly.

Business

Response:

Ms. [redacted], Upon receipt of your complaint I reviewed the closing documents and the loan history. When you closed your loan with [redacted] they paid 772.49 to [redacted] They also set up the account using 772.49 as the amount for all the following taxes payments. It appears that 772.49 was not the proper amount. The servicing center was using the data provided to us by your lender and therefore assumed that the payment on the [redacted] was proper and that nothing was owed. When you provided docuentation to the contrary they researched and paid the outstanding balance. Late charges and penalties were not paid from escrow but expensed and will be billed to your lender. Please let me know if I can be of any further assistance.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: Received a call to refinance with company in February. After signing documents agent said the closing would be in 30 days. It is now April 30 and still no word from the agent. Everytime I call them it goes to voicemail and when I finally talk to someone they transfer me or give me the run around.Desired Settlement: I would like for the refinance process to be completed. I also would like if my closing cost of $0.00 remain as stated on the papers I signed. I dont think I should have to pay a closing cost if I was told I didnt need to and that was the only reason we signed to go along with the refinance contract.

Business

Response:

Dear Ms. [redacted]I do apologize for the frustration you have experienced with your refinance. It should not have taken as long as it did and we are reviewing why this issue occurred and making changes with the vendor that handled your file on our behalf. I understand that the loan has since been final approved and closed on 5/12/15 with no funds being paid at closing by you. If you have any further issues please feel free to contact me at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Freedom Mortgage refused to pay my property taxes on time from my escrow account - even with plenty of money in my escrow to cover the cost of my taxes.
Called customer service, they would ask me to send an email to forward to their tax department. No response for 3 weeks. Called again, same process, no response. Finally paid my taxes out of pocket and called to demand the closure of my escrow. Still waiting on a response to my request to close my escrow.
From my experience, very poor customer service.

Review: I've spent several months trying to refinance my home mortgage with FM and have provided everything needed at lightning speed. I haIve expressed my hesitation to refinance due to problems with a previous mortgage company but was assured there would be no issue. After working with several people, it was clear that the different departments did not speak with each other. I was told I would pay no fees nor bring any money to closing. As I inched close to closing, I kept being given different closing amounts ranging from $1,900 to $300 to $0. It is now July 1 and I had budgeted to not make a mortgage payment this month as I was told. I am now being told per FHA rules I have to bring a mortgage payment to closing (which I am sure is the case) but due to misinformation the entire way through this process, lack of return email and phone calls, and just extremely poor training on this company's part, I am unprepared to make this payment. I have emails strings (and the calls that they remind you are recorded every time a call is made) as proof of this. I am really disappointed in this, as I have spent the past two months on gearing up for a refinance. Shame on me for thinking this would go smoothly and for not planning better.Desired Settlement: I'd like Freedom to cover the cost of the closing since they have so gravely done wrong in this case.

Business

Response:

Ms. [redacted], I am sorry that you have had a frustrating experience trying to close on your refinance. The closing figures you were given had been estimates. Typically when we are paying the costs the borrower would bring approx. a payment to closing. We have since re-worked the figures and it shows that you were able to close with no cash out of your pocket. I see that the loan has since closed and I am glad that we were able to work this out for you.[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 has not paid my property tax bill. It has been delinquent since September 1, 2015. I call constantly and they promise to get back to me. I've faxed the delinquent notice to Freedom's tax department, but yet to hear back from them.Desired Settlement: Payment of my tax bill from my escrow account immediately and any further credit issues that may result in this.

Business

Response:

[redacted] as you are aware we communicated via email regarding the tax issue, below was my last email and my understanding is that you were satisfied with the outcome[redacted] I researched this with the tax department and here is

why the taxes did not get paid in Sept. When servicing transfers, as was the

case with your loan since we bought it from your lender, the expectation/requirement

is that the previous servicer is to pay any bills that are coming due within 45

days of the transfer (to prevent just this type of occurrence). Diamond

Residential did not pay the taxes before releasing the loan off of their

system. We set the loan up showing the next installment being paid by us, not

the current September installment. We have now disbursed the payment and will

be collecting the penalty from Diamond. You were not charged the penalty out of

your escrow account. Please let me know if this addresses your concerns and if

I can do anything else for you at this timeSincerely[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: I am a disabled veteran, I do not pay property taxes in my city or county. Freedom Mortgage has collect over one thousand dollars for taxes. I've faxed over my documents on three different occasions. I also spoke with Freedom Mortgage five times about this. No one from Freedom mortgage has followed up with me on this situation. Freedom mortgage has refused to refund my money. Also, will not allow me to make payments with a subtraction property taxes.Desired Settlement: Refund my money that Freedom mortgage has collected. Also, adjust my monthly payments, remove late charges.

Business

Response:

Mr. [redacted], I do apologize for the frustration you experienced regarding your tax exempt status and the adjustments required on your account. The account has since been analyzed and the exemption for the taxes is not reflected. You received a refund from the title company ion the amount of 1303.00 and we sent the balance due you of 254.85. Any late charges were waived and the account was not reported as delinquent.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: My account is currently not working correctly. I have brought this to the companys attention various times and have had to pay my bill by phone manually since creation of this account. This requires me to find time during their business hours that I also work and stay on the phone for extended wait times. I can no longer go through this process when there is no attempt to fix my account for online bill pay. No other payment is being processed correctly. I have even sent a personal check this month and I have yet to see it cashed. Is this a ploy to charge me with late fees?Desired Settlement: I need to be contacted and this matter must be resolved. I can not have this an ongoing problem for a 30 year mortgage. My mortgage was so simple in the past and easy to manage by other banks before it was refinanced and sold to Freedom Mortgage. This is an extremely unprofessional company that makes it very hard to to something as simple as pay a bill.

Business

Response:

[redacted], I am sorry you were having difficulty setting up the account online. When I received your complaint I asked our customer service manager to have someone reach out to you and assist you with setting up the web account. He did so and they reset the security questions and password and you now have access to the account online. Please let me know if I can assist you in any other way[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

I got my loan through another bank and they sold it off to freedom mortgage, my first payment to freedom mortgage was transferred in check form from my last bank. Freedom mortgage lost my check, they never provided me with details to take to fix the issue, first they ask me for banking information to prove I paid, then a month later I had to provide more official bank statements, then I had a lady call me tell me she believes me that I paid and she would fix the issue immediately and call me back in an hour, never heard back from her. Today I had someone call me asking why I didn't make my payment and that it's going to hit my credit if I didn't pay it, I asked to speak to a manager the manager told me it was my fault that I didn't request a stop or void payment on the check, after two months of me calling every single week to see if they had found my payment. They have awful customer service and I don't think anyone has any clue on what they are doing, please do yourself a favor and use a different bank. Still working on getting this resolved but now just going through my old bank where they treat their customers with respect.