Freedom 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.

Review: The property purchased was previously a rental property and taxed at a higher rate. We were told by Freedom Mortgage all that necessary was to go to the county tax office to receive a letter stating the new tax rate. The letter states a $3400 difference between the tax years. The office received our letter and will not accept it. We have spoken with them on numerous occasions in regards to this issue and they will not lower the escrow amount until the anniversary of our contract. We have been told by the county this is the only mortgage company unwilling to take their letter of notice.Desired Settlement: I believe the business has a responsibility to its customers to correct this issue. It needs to be willing to accept the letter from the county with the new tax rate and immediately adjust the escrow.

Business

Response:

Ms. [redacted],Upon receipt of your complaint I reached out to our tax department. They advised that they could not use an estimated amount for the taxes as it could be inaccurate and therefore create a shortage in your escrow account in the future. I asked if they would be able to use the estimate if I had a email from you stating you were aware that the tax amounts were estimates and had the potential to be higher and if that was the case you understood that you might have an escrow shortage in the future but that you authorize us to use the estimate. They agreed that they would use the estimate under those conditions. So if you would email me as discribed above to r[redacted] I will have them make the adjustment.[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. Although we are deeply disappointed that it took us filing a complaint to the Revdex.com for action to be taken (after several months of trying to work this out with Freedom Mortgage).

Regards,

Review: Here is a little background that may help us resolve this issue: My husband is a retired civil service worker from the Veterans Administration. A few years ago we secured a VA home loan that was immediately sold to GMAC which is now in chapter 11 bankruptcy. For a while we were being serviced by [redacted]. As you probably know, [redacted] desired to rid itself of its mortgage operations. Our loan is now being serviced by [redacted] Financial Services. For the past few months we have received numerous calls and messages from Freedom Mortgage, soliciting our business. [redacted] and Freedom Mortgage claim to have a partnership with each other for streamlining VA loan refinancing. We have told Freedom, on the few times that we actu[redacted] talked to them, that we are not interested in loan refinancing through them. On Friday, April 4, 2014, we received via priority mail, a loan package from Freedom Mortgage. It includes a large folder containing loan application documents, filled out with my husband's and my name, address, and information in regards to our current home loan. We did not solicit this package. We are concerned that should we desire to do a refinance with another company, it will appear that we already have a loan request in progress. We wish to make it perfectly clear to Freedom Mortgage that we do not desire to refinance with them. Furthermore, we want an acknowledgement from the company that we did not request a loan through them.Desired Settlement: No more calls, soliciting our business. Written acknowledgement that we did not initiate a request for a loan through Freedom Mortgage.

Business

Response:

Mrs. [redacted], upon receipt of your complaint I asked our marketing department to look at your records. I do see that they sent some marketing materials to you. Based on your letter I asked them to remove you from and future solicitations either by phone or mail. I will also assure you that there is no record of an application of any sort on our system or any system of record. We fully acknowledge that you did not submit a loan application with us.

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 9[redacted] and find that this resolution is satisfactory to me.

Regards,

Review: On August 20, 2015 using the Freedom Mortgage website a Doxo Pay link was used to submit our mortgage payment. The monies in the sum of $830.07 was collected from our checking account on August 24, 2015 paid to Freedom Mortgage DoxoPay. Freedom Mortgage that the payment was never submitted to them and our account reflects a nonpayment. We submitted the banking information to several company officials and representatives showing where the money was withdrawn from our account. Doxo also confirmed that the money was transferred on August 26, 2015.

We have had the bank send the info showing that the money was paid out from our account and we are still being asked to re-make the payment. Freedom Mortgage has harassed us refused to take any responsibility in finding the payment that was made to them. They have been reporting late payment to the credit bureau.Desired Settlement: We would like the mortgage payment to be applied to our account, all negative reports to the credit bureau to be reversed, a mortgage credit for the three months of harassment and hoops we have had to jump through trying to find our own money. When all the investigations showing that the last trace all stops with them receiving the payment. We also want an apology. We think that all are request are reasonable we have not been able to get any financial assistance with home repairs because of the negative reports and more repairs are needed because of the delay in being able to do the repairs to fix our home.

Business

Response:

[redacted], thank you for making us aware of this situation. I asked our cash department to research but they stated that they need proof of where the check was sent and that it cleared. So we would need that from either your bank or your bill pay service if you use one. Please feel free to email me when you have that info. In the meantime I have blocked credit reporting until we resolve this. Me email is [redacted]Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: Mortgage Freedom (FM) holds my mortgage which was established in June of 2015. After the first payment (July 2015) I set up biweekly payments under which I made two successful payments. I received a letter in September 2015 from FM stating that the first biweekly payment for the month had been returned due to incorrect account number. I contacted FM by phone immediately and was told by a customer rep that the bank number was incorrect and it was an issue caused by my credit union. I did not think this was possible as one full payment and two biweekly had successfully cleared. I called my credit union (America First Credit Union) and they told me there was no way they could influence this change. I called FM back and the customer rep admitted that there was an issue and somehow my account number was inadvertently changed in their system. I then made arrangements to make a payment to catch my account up. I then was double charged for a payment a week later (14 Sep 2015) and then another payment on the 25th of September. I checked my account online with FM and they have no record of the double payment being made and only show the payment on the 25th of Sep.Desired Settlement: I would like my account balance adjudicated and a formal explanation of why my account has been double charged without credit.

Business

Response:

[redacted] upon receipt of your complaint I asked our cash department to review their records. They show the following:

[redacted])The payments on 9/10 was made with a representative and I believe it was to replace the one that had been returned due to the error in the account number. Do you show more payments than the above having been taken from your account ? If so can you email documentation to my email address [redacted] and I will have the cash department review. Currently there is 781.55 in suspense and the loan is due for the 10/1 payment. The next draft is scheduled for 10/9 and would complete the 10/1/15 payment.If we are missing payments here please let me know and I will be happy to assist[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

The worst! I've been with them for 2 years, they are impossible to work with. I'm going to find another mortgage company to take over my loan, I'll pay for a refinance, I don't care. Their website does not function at all just says loading and nothing happens then page error. More times than not an online payment does not work, no confirmation or anything, the page goes blank. Then try to call and check the transaction, never going to happen. Just hope it processed, and it doesn't store your payment information, so you have to enter your routing and bank numbers every time. Their website has been down a whole week. I can not get any information on my loan. Then I call the 1866 number and it ask for account or phone number, I enter it and it never recognizes either one. Then I get transferred to 3 people and they disconnect. Impossible and it's driving me crazy, not only awful access to your account, the human customer service is the worst, DMV is better. I'm so done. They are not improving or correcting anything, it's only getting worse.

just had my home mortgage loan purchased by Freedom Morggage Corporation. Tried calling and after two days, received a call from - well this is what they call themselves - "A call center" - what happened to speaking to a loan officer. The call center manager assured me he was licensed and would take care of my investment - really - is that a standard answer? I informed him I was not making an investment through the company and this was a real estate loan - how messed up is this company? They were going to disburse my property taxes on the day it is due - not before and was told it could not be changed. heck ya it can and you will - may take me three months to do it, but you will get the county their check in advance of the due date.
PS - I don't like that you have an internal security on your internet and I must provide my social security number in it's entirety to be able to read my account balances. That should also be changed.

Review: Freedom Mortgage was assisting us with a streamline for our existing home loan. Freedom was hired by [redacted] Mortgage as a 3rd party to handle refinances for [redacted] customers. We decided to begin the process at the beginning of March after receiving countless contact attempts by Freedom requesting us to engage with them for the streamline process (phone calls, emails, weekly letters in the mail.) During the initial conversation we were told this would be an easy process only needing to provide bank account statements and loan information to begin the process. After submitting this information our account was passed over to another rep who would see the streamline through to completion. Then the complications arose - letters from my parents who were on my bank account authorizing that I had full access to my account (they started the account with me when I went to college) a letter of explanation for deposits made into the account, & that we needed to increase our home owners insurance to cover the amount of the new loan as well as a more recent bank account statement. During this 2 week period of documentation gathering our account was transferred again to another rep in the "exceptions department" I sent the requested items to the final rep on March 17th & 23rd, respectively. After a few days passed I reached back out to the rep via email asking if he had received the information to which I received no response. After a week passed I called and left another message again with the rep in the exceptions department. Sometime in the first week of April we received a letter requesting the already sent information indicating if not received by April 6th they would no longer consider our application. At that point I called left messages for both the rep and his manager and received no reply. Ultimately I feel were were discriminated against because we run our own small business.Desired Settlement: Explanation as to why we did not receive a courtesy phone call explaining why the information we sent was not considered for our application. Ultimately I would like to get the streamline completed but clearly we needed additional help that was not provided. I just want to understand why the invoices, and explanations provided were not sufficient.

Business

Response:

[redacted], it seems that the invoices you submitted as the source of the deposits do not line up with the dates that the funds were deposited vs. when the invoices are dated and there are 9 deposits that need to be sourced but the invoices only show 5 deposits. I think that you would need to provide the additional documentation for the other deposits and a letter explaining what goes with which deposit. Below is what was outstanding. The file is currently closed for incompleteness so I would suggest that you may want to contact the loan officer for additional information. · Still missing LOX for previously addressed large deposits from B of A bank statement,period end date, 02/06/2015 [redacted] Please provide LOX and paper trail for the followingdeposits from B of A bank statement, period end date, 03/11/2015: 02/10, $1,2900; 02/11,$600; 02/12, $500 from [redacted] 02/24, $2,250; 02/27, $1,000 from [redacted] 03/03, $2,400; 03/10, $2,500 · Bank Statements-Source of FundsProvide source of funds for the following: Provide LOX and paper trail for thefollowing deposits: 01/15, $3,500 and 02/03, $1,000 from [redacted] (Depositstotal > 2% of the Original Property Value). please let me know if you need any further assistance, you have my email[redacted]Vice President Customer ServiceFreedom mortgage Corporation

Review: The company assumed the mortgage and have miscalculated the escrow withholding. I have provided the tax information as well as the forms from the previous mortgage holder and still receive no action. I have spoken to customer service representatives several times that acknowledge the problem but refuse to let me speak to a supervisor or provide contact information for someone of higher authority. I have been told again and again that someone will contact once the case is reviewed and it still has not happened. My account website shows the correct anticipated tax and insurance payments yet the escrow witholding is is almost $2000 higher annually than required than . The result is a higher monthly house payment and aditional financial burden on my family. I have filed a complaint with the [redacted] and they contacted me and said they would make an inquiry but I have seen no action.Desired Settlement: I would like the monthly escrow withholding adjusted and a refund of excess withholding as was identified by the previous lender.

Business

Response:

Mr. [redacted], I have reviewed you complaint and also the loan closing documents. When your lender, [redacted] closed your loan they were using an estmated annual tax amount of 4415.88. That is what was sent to the servicing center and why the monthly payment reflected the higher amount for taxes. It appears that you provided the sevicing center with documentation supporting the lower amount and they have since adjusted the tax information and lowered your payment based on that data. I see that the mortgage payment, effective 7/1/14 is now 1754.64. I hope this resolves your issues[redacted]Vice President Freedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There is no mention of refunding the excess withholding.

Regards,

Business

Response:

An escrow refund in the amount of 938.88 was sent via regular mail to you on 6/16/14. You should have that in a few days.

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,

Terrible Company!!!
Just called as my loan was purchased from them. Loan# on paperwork is incorrect. Mark, at customer service, is in a big rush to get you off the phone. Hung up on me before I was done speaking.
Can't register my account online and make my next payment before the due date as the computer won't let me. Jane in Customer service states that I should be able to after the 1st of the month......NEVER had this issue with my mortgages in the past.....
Stay away from this company at all costs!!!

Review: I was in the process of refinancing my mortgage loan with another mortgage company when I was called and told the loan had been kicked back due to a loan already in process by Freedom Mortgage. Freedom Mortgage has been calling my husband's cell phone non stop. Finally he answered and they informed him of a lower rate. He then told her to send over paper work for him to view. After viewing he emailed back and said we was NOT interested. So I guess from that the girl [redacted] went on to start the loan process. In no way did we give her or anyone at Freedom Mortgage to process a refinance for us. This loan is being process fraudulently. I called and talked to Asst Super. [redacted] and he said it could take 24-48 hours to pull the file. This is a huge inconvenience and is unacceptable because due to their neglegence we are having to wait to do our loan and the rate could change again during this time. If this is the way they do I am glad we are moving our loan.Desired Settlement: the rate I was quoted with other lender is 3.25. For our inconveniece, I would like for Freedom Mortgage to calculate our payment amt using the 3.25 interest rate and calulate it for 1 or 2 days (the amt of time we are losing)because we have to wait for Freedom Mortgage to pull the file.

Business

Response:

Ms. [redacted], I reviewed the loan application you had with us. You requested that the file be withdrawn on 4/16, the request was immediately acted upon. The request was forwarded to the department that handles these requests (not evey employee can cancel an application and for secutity and validation purposes this is handled via a seperate department). The loan was withdrawn on our system on 4/18/15.Please let me know if you need anything further[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The reason for the complaint is that....the application should've never been started. After yall blowing my husband's phone up for weeks, he finally answered and you asked him if he would be interested in refinancing, he told the girl to send the info to him in an email so he can look it over. Once he received the email he called and told her he was NOT interested. So I don't understand who have her permission to start an application on us when my husband specifically told her no. We did give [redacted] to permission to refinance our loan and once they started the process it was rejected because another loan had already been started. It wasn't until we call you guys ratting and raving to cancel you all's application that you guys canceled it.

Regards,

Review: I called customer service to get help with a problem I was having on the web site. I was told by the employee and then the manager that I had to give them my personnel ID and Password for them to be able to log in as me and screen shot what I was seeing to send it to the IT department for help. I think that the practice of asking for customers to hand over that information is very disturbing, unprofessional, and a huge liability risk for me as well as for Freedom itself. I refused and therefore did not get the help I had called for.Desired Settlement: I just wanted to make sure customers are warned before doing business with Freedom and would like to see Freedom alerted that this is going on in customer service. They should be warning customers not to give out personnel id and passwords not asking for and conditioning customers that doing so is a safe practice.

Business

Response:

[redacted] because the website is administered by [redacted], our sub-servicer, I asked them to address your concerns. Below is their response:I just spoke with IT. They stated this is a common practice when a borrower is having an IT issue as that is the only way then can actually see the error that the borrower is having. We fully verify all borrowers prior to speaking with them in regards to the account, so we know that we are speaking with the correct person, and if they call in, they know they are speaking with the correct company. The only other option is for the borrower to take a screen shot of the errors themselves and email it to us, but there is no guarantee we can fix the error without being able to access the account. We can assure him that the information would not be shared with people other than IT and that it is not recorded in any loan notes. He also has the option of changing his username and password as soon as we correct or determine the website issue. Please let me know if you need anything furtherRoseanne G[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: On April 28th Freedom Mortgage took my house payment out of my checking account for May's payment. They are saying that I did not make Mays payment. I have sent them proof that they have taken the payment out of my account by first faxing them the proof (which they lost). So one of the representatives said to email them a copy where it shows they took it out of my account. I emailed them a copy of where they took it out of my account.(I copied and pasted just that payment from my bank statement online) It wasn't good enough they said that I could have made it up myself and they needed and actual bank statement showing where they took it out of my account. I told them I did not have a scanner to copy it and send it and they said fax it and I said no so you can lose it again..he said "you have a [redacted] phone don't you" yes "well take a pic of it and email to us than" I said so they can say I photo cropped it. Well today I call them because this has been going on since June 7th and I still have not heard anything. They are yet again saying that its not proof enough, [redacted] do they need???Desired Settlement: I want them to realize that yes they did pull out my May payment in APRIL!!!! I won't even ask for the two 30 dollar non sufficient funds fee I got charged cause they tried to pull my april payment out of the wrong account.

Business

Response:

Ms. [redacted] upon receipt I asked the payment processing and cash departments to review your issue. Below is the information that provided in response to your issue:

The borrower’s have used the following account numbers to draft their payments.

Seems that when the spouse called in to make a payment on 4/28/14, she cancelled and said that she didn’t have the account number on her, so the draft was deleted (as shown below on 4/28/14 on [redacted] screen). The amount indicated on the bank statement is not the same amount listed on the system for 4/28/14.

DELETE TODAYS MAINTENANCE

REQUESTED BY

PHONE NUMBER

ACCT NUMBER [redacted]

DRAFT AMOUNT [redacted]

Also according to the information the borrower sent to us, it’s looks that the transaction was a transfer transaction / share adjustment for [redacted] for account number [redacted] According to the document they sent to us, it seems they were transferring money from one account to another and put the reason/memo as Freedom Mortgage because the “Type category: states “Transfer”. The payment they are stating that we took from their account is different than the account number listed in the system on 4/28/14. The payment on 4/28/14 never occurred (different account# and different amount) which is the reason we cannot locate the payment.

· Account number listed on the documents is [redacted] and this account was last used on 3/28/14.

· The account number listed in the system on 4/28/14 is [redacted]

Freedom Mortgage Corporation

Review: We began the loan process and submitted the loan docs. to Freedom Mortgage in November 2014. I am a Real Estate Broker of 30 years in CA. The reason we chose Freedom Mortgage was because Freedom Mortgage had our current mortgage & we believed the process would be easier and faster to do a simple refinance. My wife's credit and my credit scores are excellent with no blemishes whatsoever. We began the process with [redacted]l (Assistant Vice Pres. of Sales). Whenever any paperwork was requested, we submitted immediately. On 11/24/14 Bill writes "We should have everything. We will be closing the loan in the beginning of December some time." Wrong! During the month of November Freedom Mortgage kept getting items confused. On 12/13/14 [redacted] "The loan was submitted and approved. Has the processor reached out to you yet to get everything finalized on the loan? I know they were a little behind because of Thanksgiving but you should have been contacted by now. Let me know and I will have the processor reach out to you." On 12/6/14 entered [redacted] in this Freedom Mortgage's so-called loan process. Nicholas needed bank statements proving income, which we gladly emailed him. Also, they needed an updated 4506-T because they completed it improperly! Then Freedom Mortgage had to updated the loan application because they had the incorrect interest rate. On Dec. 16, I received the HUD and it was incorrect, as we agreed to a no cost loan. I notified [redacted]. [redacted], "This is a no cost loan just as we discussed. If the HUD is not how we discussed then you simply do not sign the closing paperwork. We are not here to waste your time or ours. Looks like we are just about ready to get this wrapped up!" On 12/18 [redacted], "The file is in Underwriting." On 1/29/15 entered [redacted] he was the best and only competent Freedom Mortgage rep. To make a long story short, Freedom Mortgage was unable to fund the loan and we had to abandon the process in 2/15.Desired Settlement: [redacted], [redacted] boss agreed to refund our Appraisal Costs, which we have in writing. We lost 3 months of valuable time because of Freedom Mortgage's incompetence Believe me, this process cost me $1000's because the rate increased!!! We want a refund for the Appraisal Fee as guaranteed in writing! During this entire process of Hell, [redacted] was the only Freedom Mortgage representative who knew what he was doing! [redacted], [redacted], [redacted] and the rest should not be in this industry! We've since refinanced the loan through a reputable company. I should have read the thousand or more complaints on the web before attempting to work with Freedom Mortgage. Buyer Beware! I have tried to complain about this nightmare for months now and no one at Freedom Mortgage knew who to complain to. As of today, 9/2, I have learned that all complaints go directly to [redacted]. I am hoping she will contact me directly about this matter. There are some serious issues here, as the HUD and other.

Business

Response:

[redacted], I do apologize that your experience was frustrating. We take our customers experiences very seriously and will review your entire file and the actions of our employees. I also apologize for the lack of follow thru in regards to the refund of the appraisal fees. The check was placed in the mail this morning so you should have it in a few days. If I can be of any additional assistance please let me know. Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

I am waiting for an additional response from Freedom Mortgage.I have numerous emails from Freedom Mortgage backing my claims of their non-performance.I would like Freedom Mortgage to further research my claims and respond.Because Freedom Mortgage delayed the loan process and ultimately did not assist with our loan, it cost us thousands of dollars.I would like to know why they mishandled our loan process.Thank you,[redacted]

Review: I was solicited in mid-June for a ** mortgage refinance. After a couple of phone calls, I agreed to proceed with the refinance of the mortgage on my home and an application was started on June 18, 2015 and was told I should be able to close by July 31st or first week of August at the latest. I had to put out money for an appraisal, termite inspection and water test. I provided the processor with everything requested within a few days and it seemed to take forever for them to get back to me. Every corner now, the underwriters are requiring something else (some things that I've already sent) and when I get the processer what is needed, who then sends to the underwriter, it's not correct. It is now August 12th, and I still have no idea when I am closing. I was provided with a list of requirements and provided that, but they keep requesting more and more. I understand that after reviewing some documents, other documents may be required, but this is getting ridiculous and it's taking entirely too long!Desired Settlement: I want to close on this mortgage immediately (no later than Monday, August 17, 2015!

Business

Response:

Ms. [redacted], Upon receipt of your complaint I asked the processor to address your concerns. It seems that there some issues documenting income and a higher than acceptable debt to income ratio. This required additional documentation and a longer processing time. Your file went into final underwriting and was approved on 8/12/15. The loan has since closed and funded. Please let me know if I can be of any further assistanceSincerely[redacted]Vice PresidentCustomer Service

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: initiated refi on home through [redacted] (4/1/15) - several times he failed to return my calls, emails and due to his failure I attempted to contact his supervisor ([redacted]) to resolve issue, with no reply. Then contacted his Boss (J[redacted]) to resolve issue and still no answer. Through his ([redacted]) failure, I spent $425 on a VA appraiser and lost our locked APR rate, even after he and I discussed -re-structuring the loan.Desired Settlement: Since [redacted] (Freedom Mortgage) failed to follow-through on my refi (with no explanation) I am requesting a refund of $425.00, that was spent on the appraiser (which would have been refunded anyway as part of the loan.

Business

Response:

Mr. [redacted] I am sorry that you did not have a good experience with you refinance application. We will review the actions of those involved with your file and take action as needed. You appraisal fee was refunded to your credit card on 6/25/15. You should be able to see that credit at this time. If not please contact your credit card company to confirm a pending credit.[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 desperatley trying to refinance my loan. Freedom Mortgage is trying to prevent this. First I have been locked out of my account for one week. It is common for me to have to reset my password monthly and have the account unlocked by cutomer service about every other month. There system is this bad, making it difficult to pay my morgtage or obtain any loan information. After one hour on hold for 64 minutes and 10 seconds on October 9th I was told 2 things. First my account had been unlocked and I could now access it. When I tried and told the person I still could not get in she told me the entire system was down. I tried again today and was told my login informations was incorrect. I had a pw reset emailed to me and this website link is no longer available. I have currently been on hold for 34 minutes and counting with no luck getting anyone to answer the phone. I was also told on Oct 9 information confirming my taxes had been paid was being sent out to me by mail and email so I could continue with the refinance. I received a call today stating Freedom Morgtage will not provide that information except in a monthly statement (delaying the refinance by several weeks). If I could get onto the website the information is there but I cannot print it up or screen shot it to make it availabe to the refinance company. They are also refusing to provide a payoff amount to the refinance company despite my signing a release.Desired Settlement: 1) Immediate access to my account via the website.

2)Waive all fees due to late payment due to inability to make a free payment (they charge for phone payments) via the website and agreement not to report the late payment to the credit bearu due to their error.

3) Complete cooperation with the refinance company of my choosing.

4) Written statement clarifying their policy on how they provide information about tax disbursments.

5) Letter of apology for the poor performance of the webste and customer service line, 60 minutes on hold so you are able to pay your mortgage is not acceptable.

6) Complete documentation I will need to file my 2015 taxes within 30 days of the refinance payoff.

Business

Response:

[redacted], Upon receipt of your complaint I asked [redacted], a customer service supervisor to contact you. Over the course of a

number of days he reached out and left messages, you called back but he was not

in and in the end I do not believe you ever connected. The website was having

some issues and in addition approximately 30,000 new loans were boarding our

system. This overwhelmed the phone lines and caused disruptions on the website.

I do apologize that this caused you distress and that you were not able to get

the information needed. Your taxes were paid on 10/6. If you would like the

history please email me at [redacted] I do not see that there any late charges and there was no negative credit

reporting. Payoff statements were generated and sent on 10/16/15, 10/21/15 and

10/22/15 and the loan paid off on 11/4/15. As for the year end statement, those

are not generated until year end and are mailed out the borrowers. We cannot

provide one earlier than that I am afraid.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage corporation

This company is crazy. They sent me on wild goose chase for two months telling me everything looks good just some medical bills. They told me just needed the appraisal. Mr. [redacted] called one day demanding my card number. I told him I didn't feel comfortable giving it to him. They had about 6 different people contacting me on this loan trying to get that $520 appraisal fee. I told corporate. I thought that was eel they were after because I contacted appraiser and the fee was $400. Freedom kept insisting I pay the $520 that was all they needed to refinance the loan. I told them I was a single parent and could not afford it. Needless to say after a couple of weeks I paid it. They had one of their [redacted] creditors call me and he called every medical place while I was on the phone. He never told me he was calling everyone to see if I owed them. I told him my state taxes are garnished each each to pay these medicals bills. Finally this [redacted] guy said, rudely have a nice day and hung up. I not only got a denial letter from. Freedom Mortgage. They also sent a virus with their documents. Now I left to clean up both messes. What a deceiving I would not call them a company. A bunch of cons and scamers,. BEWARE!

Review: Unable to get through to customer service, unable to get billing information about a Mortgage that has been transferred.Desired Settlement: I would like someone to contact me [redacted]

Business

Response:

[redacted], upon receipt of your complaint I asked our customer service department to review your account and reach out to you. They advised that they had spoken with you on 10/9 and 10/13. IN response to your complaint we called and left you a message on the 14th and again on the 17th. We have not gotten a response to either of those calls. If you still need our assistance please let me know by emailing me at [redacted]Sincerely, [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: Numerous harassing phone calls even after Inhave requested to be removed from there call list. Caller is generall very rude and tries to state that they have no record of the request to be removed.Desired Settlement: NO MORE PHONE CALLS. Having the company go out of business would be a great secondary resolution.

Business

Response:

[redacted],I have had your information removed from all solicitation lists. You should not receive any more calls. I apologize that you were not accommodated sooner.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation