Freedom Mortgage Corporation

Review: I was contacted on March 14th 2015 by Mojuba A asking me if I wanted to refinance my home (which I just bought in April 2014). He said he could lower my PMI and get me a lower interest rate. We started the process and I asked him multiple times if I had to bring cash to close. He told me NO every time. He also said that closing would be in the beginning of May and that I would skip May's payment and only pay into Escrow. My signed paperwork also states that there would be no cash to close. My application was then transferred to Jarvas H. I also asked Jarvas about the closing and cash to close. He said no payment in May as we would be closing by the second week, and there was NO cash to close. After two months of waiting around for your people to get this completed, I am STILL waiting and now being told that I have to come up with $1300 to close! I am also now being told that I was supposed to make my May's payment. This is NOT what has been told to me multiple times over the past 2 months. I just received an email from Jarvas asking for statements. I sent bank statements 2 weeks ago! I am furious and am looking to refinance my mortgage with another company. I am done dealing with this. I just had to fight your company for 3 months to get my taxes and escrow correct. Someone somewhere put my taxes at $4,000 a year instead of $2,700! I talked to several people and no one helped me. Daniella in Customer Service said she'd look into it and I never heard back from her. My original mortgage broker from [redacted] Mortgage helped me take care of it since no one from Freedom would.Desired Settlement: I would like you to stop lying to your customers and start treating them with respect. I do not appreciate being told one thing then finding out something different. I actually believed your people about the no payment and I used that money to pay MEDICAL BILLS so now thanks to their lies, I have to come up with $900 from nowhere. I have talked to 3 other mortgage brokers and ALL have said that they have NEVER refinanced a loan where the buyer had to bring money to closing. This company is a scam and I am moving my mortgage ASAP.

Business

Response:

Ms. [redacted], I reviewed the application that you had in process with the departmetn handling the file. It seems that taxes were coming due at the time of closing and the funds in escrow were short the amount of funds needed to pay the taxes. Rather than rolling that cost into the new loan balance it was showing as the amount of cash needed at the time of closing.l It is not uncommon for borrower's to have to bring funds to closing when they refinance. Only certain items can be rolled into the loan amount on a streamline refi and if it can not be included or if the borrower does not wish for the balance to increase then cash will be required at the time of closing. At this time you have withdrawn the application but should you wish to proceed please contact me directly at [redacted] Sincerely,Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: none of this was explained to me during the application process. I was contacted by loan officers stating that they needed info, but never explained why. When I was informed about the amount to close, I was never given any documentation or explanation as to why and what this money was going to. I am positive that I am not the first customer to have a poor experience with this company. Good business practice is to ensure that your employees are treating their customers with respect and disclosing all information to them. I refuse to accept someone telling me that I owe $1600 without an explanation.

Regards,

Review: I began the process back in December of doing a streamline refinance on our house. This process was going to take 6 weeks at the max. Well as of today, we still have not closed on our loan. I have talked to about 10 individuals and all of them lie and tell me something different. Our loan was approved, but the final dollar amount due at closing was 7 times what it was supposed to be. The people do not return emails, phone call, etc. The customer service is pathetic!!! The overall company is a complete joke.Desired Settlement: I want to close on our loan because Freedom Mortgage has all our information. I think Freedom Mortgage should have to pay all the closing cost because of how terrible we have been treated. I have documentation and emails of exactly who all I have spoken to.

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 is closing on Monday the 18th. If you have any further issues please feel free to contact me at [redacted]Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The amount required at closing is now 2,000 when it was originally $800. I have spoken to Wayne E and refuse to speak with him again because he does not speak to me in a professional way.also, I tried to get a hold of Arvind and William since last Thursday and neither one would respond to an email or phone call. Get it to $1000 and I will close.

Regards,

Business

Response:

Ms. [redacted], I assume that since you and I corresponded and your refinance has since closed that this issue has been resolved. Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We did close on our loan, but I still had to pay $2,000 because the company wouldn't lower it to the original $800 I was told. [redacted] is sending us a check for $2300 but Freedom Mortgage is going to withdraw that money out of our account because of our escrow account. This whole situation doesn't make much sense to me since we pay our escrow fees monthly. What can you do about this? I prefer Freedom not to draft this money.

Regards,

Business

Response:

Ms. [redacted] I am not sure what else I can do to asssit you. We have communicated directly and you agreed to the terms of the refinance. You were aware of the costs and the terms prior to signing the documents and were under no obiligation to continue and had every right to rescind.Roseanne GFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: yes I did agree to pay $2000 closing cost in which I did when the original amount was suppose to be $800 and something dollars. You need to listen to the recorded phone calls between Mike M and I when we first began the loan process in December 2014. Originally the time frame was 6 weeks too. We closed 6 months later. Why don't you go through our entire file and see how many errors your company made? The closing cost is for the escrow account and that is why I paid $2,000. I don't have $2300 for what you all are going to draft my account for the escrow account. What can you do about this?

Regards,

Review: I refinanced with Freedom Mortgage in August 2013. My Property taxes are included in my monthly mortgage payment with Freedom Mortgage. I received a notification from [redacted] Township Tax office that my fourth quarter property taxes were not paid. The tax sale date was November 26 and I currently have a TAX LIEN against my property. I have made several inquiries with Freedom MTG and never received a response from them. My loan was sold to [redacted] in September of 2014 and Freedom Mortgage has rejected my inquiries and suggested that I contact the new mortgage company that is handling my loan.

This was an existing issue with FREEDOM MTG.

Any help/suggestions is greatly appreciated. I have contacted the new mortgage company as well and to date, they haven't provided me with a resolution.Desired Settlement: I am not interested in a settlement. I simply want them to pay my property taxes that were escrowed in my mortgage payment.

My credit score directly affects my career.

Business

Response:

[redacted] upon receipt of your complaint I reached out to my contact at [redacted] mortgage. I asked for him to confirm if the taxes had been paid. He confirmed on 12/9 that the taxes had been paid and that your escrow account was being analyzed. I am sorry that this situation occured, it seems to be related to the sale of the servicing of your loan to [redacted] and is likely an isolated incident.Roseanne G[redacted]Vice President Customer ServiceFreedom Mortgage

Review: This company is the hardest to get in touch with. Phone wait time is extreme....web links are next to impossible...I am just trying to change a mailing address. How hard can that be? I have sent a fax, email, and made calls. The last call, was this AM. Lady told us how to add mailing online. Of course there was no links that she mentioned on website. Also, an automated message came from [redacted] thanking us for our inquiry. Below the salutation was a link: [redacted] when we clicked on it, a message appeared that it was an unsecured website and not to trust it. I would have been nice if rep just took our info and updated the account right there.Desired Settlement: Just get a mailing added due to temporary move so we can pay mortgage on time!

Business

Response:

Mr. [redacted], I reviewed the mailing address for you loan and it has been updated to reflect[redacted], MO 65065 Please let me know if there is anything further I can assist you with[redacted]Vice PresidentFreedom Mortgage

Review: I am due an escrow account refund for $3823.30. I was notified 1/27/13 and told I would have the refund within 30 days. By first week of March, refund had not arrived. Called them, told they would re-issue the check. Arrived15 days later. I deposit and find out 10 days later that it bounced due to stop payment. I call on 3/31 and am told they will overnight a check. No check so I call 4/2. I'm told by supervisor [redacted] that she will have answer and call me back that day. No call. I call 4/4 and leave [redacted] a voicemail. No return call. I call 4/8 and speak with different supervisor [redacted]. He tells me he will research and call by end of business. No call. I don't know what else to do. I called 2 more times on 4/8 and was "disconnected" both times with no call backs (they have my number).Desired Settlement: $3823.30 owed, $12 returned check fee for check that they stopped payment on, $60 in overdraft fees, interest = to the 4.375% I pay them for their money for period of 1/27/14-current date of check. Overnighted

Business

Response:

[redacted], I am sorry that you experienced frustration in regards to your escrow refund, it seems that the intial check was stopped but not before you had deposited it. I would be happy to refund any fees you incurred but would need some supporting documentation to provide to my accounting department. Please email this to me at [redacted]. In the meantime I believe that you should be in receipt of the replacement check. It was sent via overnight on the 10th and left at your front door by UPS on the 11th. If this is not the case please let me know.I hope this addresses your issues[redacted]Vice PresidentFreedom Mortgage Corporation?

Review: escrowed taxes have not been paid for 2013 as of 2/10/14Desired Settlement: we want the taxes paid plus any interest/fees penalties accurred

Business

Response:

Ms. [redacted] I do apologize for the frustration you experienced with getting the past due tax bill paid. I reviewed your account and the bill was paid on 2/12/14. Any penalty was billed to our tax service as they did not pick up the open bill and that is what caused it to be paid late. Please let me know if there is anything further I can do for you[redacted]

Review: I recently refinanced our home through Freedom Mortgage. The previous mortgage company was [redacted] . I was told by Freedom that [redacted] would remain as our mortgage holder and we were to send payments to [redacted], which we did. The payment was returned to us with no explanation. Called [redacted], they had no information about this other than telling me that my mortgage had been paid off and there is no new mortgage with them. We contacted Freedom and they had absolutely no idea as to what was going on. Eventually we were put in touch with a person who explained that a mistake was made and that we were actually to make payments to Freedom, which we have done since then. about a month ago I received a letter from the town tax collector that my 2014 property taxes were not paid. I have called and emailed Freedom many many times without ever getting a response. they totally ignore my calls and emails. I have contacted [redacted] and they told me that after checking into my problem they found that they had sent me a check for $1,200 and something dollars. I explained to them that that was the amount of overpayment we had sent in thinking [redacted] still was the mortgage holder and it was just returned to me. Had nothing to do with refunding my escrow. I am also filing a complaint against [redacted] because when I spoke to a representative he told me that he did see a hold on a check from escrow in the exact amount of taxes that were not paid. he said he would get back to me in a week. He eventually called and left a message saying that they did not owe me any money with no other explanation. Previously I said where did my escrow money go? This refinance was taking place in December of 2014 so the full year of escrow was paid in and taxes should have been paid. Freedom totally ignores me and [redacted] just says they are not responsible. We have paid the taxes but want someone to reimburse us because someone, either [redacted] or Freedom should have paid the taxes.Desired Settlement: Either [redacted] or Freedom to reimburse us for payment of real estate tax or at least a valid eplanation as to where my escrow went and a reasonable answer as to why taxes were not paid

Business

Response:

Mr. [redacted],Thank you for bringing your concerns to our attention. I apologize for the confusion regarding who was going to be servicing your loan. Initally it was to be [redacted] but that changed at the last minute to be a loan we would service. That also caused an issue with the escrow funds. We have located 1631.28 that will be applied to your escrow account. Once that posts to the loan we will analyze the account and refund any overage. Since you paid the taxes the funds we have should be able to be refunded to you. Below is my email, please contact me if you have not gotten the refund in the next two weeks.[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: It is very very difficult to pay my mortgage payments with Freedom Mortgage. I enrolled in their online bill pay. I can not login, and they say its due to technical problems with their website. I call the customer service number to pay and they leave me on hold for three minutes and hang up every single time. I cannot make my payments without calling multiple multiple numbers. Usually what happens is that I get through to someone in another department that transfers me directly to an agent that can take my payment. Trying to pay my mortgage with them is a full time job. It usually takes me a few days to get through to someone. When I do they still charge late fees even though it is nearly impossible to make a payment on time. This is completely unethical. I think they do this so that they can charge late payments and forclose peoples houses.Desired Settlement: They need to fix there website as well as make it possible to pay over the phone. I can call first thing in the morning when theky open and they still leave me on hold for a short time and hang up.

Business

Response:

Mr. [redacted] I reviewed your complaint with our servicing center and they advised that they had spoke with you on 1/5/16 and explained that the reason why you could not use the website for payments was due to the fact that your account was still in loss mitigation. They explained that is why you could not make an adjustments to the account or make a payment. They then took the payment by phone. They advised that you were satisfied with the explanation.Sincerely[redacted]

Review: Freedom Mortgage solicited my business for a refinance. Their representative assured me their company could reduce my monthly payment from $1330 per month to $1210 per month with zero closing costs. After 6 months of service, they recalculated my Escrow needs as $857.66 short. My property taxes did not increase, nor did my property insurance. Since I was unable to pay this amount in a lump sum, my monthly payments went to $1285 per month. Since there was no increase to the escrow burden, Freedom mortgage was either negligent or deceitful in their offer. I cancelled a refinance I had underway with another lender because Freedom mortgage made this specific offer. My new monthly payment is more than I would have had with the other lender.Desired Settlement: I believe Freedom Mortgage should pay the $857.66 escrow shortage, since it was their miscalculation / false advertising.

Business

Response:

Mr. [redacted], after getting your complaint I reviewed the closing documents as well as the escrow information on you account. What seems to have happened is that the closing agent reported that your taxes were due in three installments but our servicer's tax service pays them once annually to receive the discount. Because of the difference in the amount and timing of the tax payment your escrow account is short. I asked the servicing center if the installment plan could be used but according to the them tax service pays the all OR loans once annually and can not change that for a single loan. The escrow department suggested reducing the amout required as a cushion in your account, which would off set the shortage. They re-analyzed the account and the payment would be 1233.76 effective with the 10/1 payment. Please let me know if you are agreeable with this by either emailing me at [redacted] or calling me at [redacted]

Vice President

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. Freedom Mortgage's [redacted] of Customer Service has restored my confidence in the company that "owns" my home. Thank you Revdex.com for facilitating the resolution, and thank you [redacted] (and Freedom Mortgage) for the solution you provided.

Regards,

Review: Had been customer with Freedom Mortgage at [redacted] property. Pre-qualified for a new property [redacted] on June 13th 2013. Sold the [redacted] property on June 28th 2012 and moved out since was already pre-approved [redacted]). Had a closing date of July 11th 2013 for the new property. I had already put down $1100 in earnest funds, paid $270 for inspection, and $395 for the appraisal requested by Freedom Mortgage. July 11th closing date came by and I did not close. What is more upsetting is the title company (reliant title), my agent ([redacted]), and myself tried contacting somebody on that day and no response. Finally got a hold of the loan processor on July 12th with the explanation that we could not close since paperwork still was not done by the underwriter. Later that day I was told they (Freedom Mortgage) could not process the loan for me. I demanded the loan processor put the manager on the phone so they can explain why it took over a month to determine I was not getting the loan. It is now July 17th 2012 and have not heard from Freedom mortgage with an explanation of why this happened to me and how they are going to make this transaction right, since I'm so invested.Desired Settlement: Something has to be done to correct Freedom Mortgage's loan processing to prevent others from losing out on earnest money for lack or failure to process paperwork in a timely manner. I'm out $1765 for this loan not to mention having to acquire a new loan or rent since I'm out my previous house.

Business

Response:

[redacted] I am sorry that we were not able to finance the property you were purchasing. Until a loan is reviewed by an underwriter a final approval can not be issued. The pre-approval is conditioned on final underwriting approval. The reason that we could not approve the loan was your debt to income ratios were to high. The loan to value was 95% and the debt to income ratios were 44.97 and 59.25. With ratios that high we would have been unable to get the required mortgage insurance on your loan and therefore could not approve it. I would be happy to refund the inspection and appraisal fees. If you could email me the paid invoices I will submit a request to our accounting department. My email is [redacted]

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 contacting this agency with the hopes, and intentions, of helping make fellow veterans aware of this misleading practice.

On October 13, 2015, I received a mailing from Freedom Mortgage that states that I "will not be turned down for this offer of receiving 100% value of your home, as long as your credit report is the same as we received on October...". Freedom Mortgage never viewed my credit report on that date, because, I never gave them permission. AND, if they did, it was obtained illegally!

I contacted Freedom Mortgage, at the number provided, to demand that all of my personal information be deleted from their servers. Before I did that, I asked how they obtained my credit report. They said that they hadn't, because that is illegal. I stated that based on the letter, I was guaranteed 100% of the value of my home AS LONG AS my credit report reflected the same information as on said date. So, I wanted the mortgage based on this information, because I knew that my report had not changed. They said that they could not do that without pulling my credit report first. At this point, I demanded that all of my personal information be deleted from their servers.

THIS IS BLATANT FRAUD! For some people out there, times might be difficult, and a new mortgage would make a considerable difference. However, fraud is fraud. This company needs to be shut down. They also claim a A+ rating with the Revdex.com.Desired Settlement: Other than the discontinuance of advertisement, this company should be fully investigated, and penalized.

Business

Response:

Dear Mr. Barrett,The marketing piece that you received and the information regarding your eligibility for a refinance in terms of you credit is based on our vendor, Experian, providing us leads that met certain criteria. They determine which consumers fit that by doing a soft or marketing inquiry on 1000's of consumers and return to us those that they feel met those standards. They do NOT pull your credit. What they do results in the mortgage, credit card or insurance offers you receive in the mail. In order for us to confirm that the data they collected meets the criteria to grant you a loan (assuming all other factors needed for loan approval are met) we would need to pull a credit report. We will NOT pull a report without your authorization and only if you agree to move forward with an application. We have removed you our marketing list so the you will not receive any further solicitations. Roseanne GoldbergVice President Customer ServiceFreedom Mortgage Corporation

Review: My wife and I were told by phone that we could drop our interest rate to 3.25% at no cost. SO after they sent the packet, the GFE, good faith estimate showed over $3,000 in fees. I did contact them, they tried to say it was credited back in other forms. My math showed that in fact is was rolled into the monthly premium. This false and deceptive advertising. I filed a complaint with the company, and they have not responded. This company needs to stop lying about the product. Nothing is free.Desired Settlement: Be truthful and upfront about the product. Stop using a false advertising lead that cannot be followed as it is a phone call practice. Bait and switch type tactic.

Business

Response:

Mr. [redacted], we were completely truthful in regards to the lender paid closing costs. The GFE will show you the fees but doesn't show who is paying them, the application details this and shows the lender paying $2860.60 in closing costs, the entire amount. Below is a screen shot from our system also showing us paying all the fees. We would still be happy to offer you a refinance of your existing loan at todays interest rates. If you wish to do this you can reach out to the loan officer that first contacted you. 2:20 pm 04/03/15 Freedom Mortgage Corporation lkw oan# [redacted], [redacted] & [redacted], [redacted] Withdrawn LOCKEDA 15 Year Call Center -------------------------- Update Settlement Fees --------------------------+ GFE Fee# Description Required Paid Waived Due ¦ ---------------------------------------------------------------------------- ¦ 0 104 Refinance Payoff $145,243.00 $0.00 $0.00 $145,243.00 ¦ 0 207 Lender Paid Closin $2,860.60 $0.00 $0.00 $2,860.60 ¦ 1 801 Origination Point $0.00 $0.00 $0.00 $0.00 ¦ 2 802 Discount Point $1,612.60 $0.00 $0.00 $1,612.60 ¦ 2 802a Over Par Pricing $0.00 $0.00 $0.00 $0.00 ¦ 3 804 Credit Report $22.00 $0.00 $0.00 $22.00 ¦ 3 810 Tax Related Servic $85.00 $0.00 $0.00 $85.00 ¦------------------------------------------------------------------------------...⇄ Page 1------------------------------------------------------------------------------+...⇄ Buyer Seller Other Lender Unallocated ¦------------------------------------------------------------------------------...⇄ $145,454.24 $0.00 $0.00 $2,860.60 $0.00 ¦POC $0.00 $0.00 $0.00 $0.00 ¦------------------------------------------------------------------------------...⇄ <Enter> to select fee. Press <Insert> to add a fee. See F2 forress <Delete> to delete a fee. more help.[redacted]Vice Presiddent Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I will pay $1612.60 per rate lock agreement per [redacted], this is a cost that I will pay. This is a direct lie to Freedoms no cost promotion to reduce interest rate. True, they are covering some as per Good Faith Estimate, but not all. I find that this is a bold face lie. I am asking Revdex.com to reduce the rating and further investigate the practices of this company. I am also asking proof that this company can conduct business in Colorado. I cannot find no listing for active business license. Looking forward to a detailed response.

Regards,

Business

Response:

Mr. [redacted], I am not sure how to make this anymore clear than I did in my last response. The information provided showed no costs paid by the borrower, which is you, and all paid by the lender. You withdrew your application so if you wish to proceed with a refinance you would need to contact your loan officer to open up a new loan[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

First, I asked if you are licensed to conduct business in Colorado.Second, I have the whole packet. I have to pay for part. Your convoluted figures you respond with do not match what you actually sent me. If you want to really do as promised, then start with all paperwork showing what you state. Put on the good faith estimate, that you are covering all cost. Then have every form match. As I said before, this is a bait and switch tatic. Looking forward to factual support. [redacted].

Regards,

Business

Response:

Mr. [redacted]We are liscensed in CO, via the NMLS (National Mortgage Liscensing System) as I explaned in my previous response. You can validate that by going to this linkhttp://mortgage.nationwidelicensingsystem.org/Pages/default.aspxI tried to explain how the documents work and show you in our system that you are not paying any cost. The GFE doesn't have a place to show that we are paying the costs, its purpose is to provide an estimate of the costs not detail who is paying them. Other documents spell out clearly who is paying what such as the attached details of transaction and itemization of charges. I can not generate a new Good Faith estimate as you withdrew your application, telling the processor that you did not wish to proceed. If you would like a new estimate you would need to contact your loan officer. Sincerely [redacted]Freedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: your documents do not support your statement. I have forwarded a packet with all info to Colorado state attorney's office. I am done with your lack of proper response. You act like you answered the questions. In fact, you convoluted figures. You can explain why you have not properly answered the questions to them. I am done with you. [redacted].

Regards,

Review: When we first refinance with mortgage, it took 6 months to close the loan. When we closed, our payment was about $1500 a month ($1000 to P&I and $500 to escrow). So our 1st Payment was due on 5/1/2013, we paid that. Everything was going fine until August.

In August we stated our payment will be going up to $2125 amount October ($1000 to P&I and $1125 to escrow). Basically, our escrow payment more than doubled. They say that I will have a shortage in 2014 and they need to raise up my escrow. This doesn't make sense so , I analyze the escrow statement and I notice that they were planning to $2500 in school tax every quarter (March, June, September, December) in 2014. School Tax was suppose to be paid once a year at $2500 in December. Once I saw notice this, in August, I called Customer Service up to get it corrected (somewhat). It took over 3 months (August to end of October) and we calling about every 10 days to see what is going on. They back date everything and remove late charges and I was up to date as of November.

Now it is November :

They say they corrected itand now our payment is $1700 a month and NOT $1500. We asked why, they say they don't know why. We received a letter with new escrow analysis and it stated I am short and I need to pay $200 in shortage a month. We look at the letter and it show that a payment is due for school tax for $2500 in March. In November, we call Customer Service about the Escrow mistake and they say then look at it. They finally adjusted that our payment is $1500 after we been calling about every 10 days from November to middle of March (over 4 months). Since it took over 4 months and they say that we are 2 months late on our payment due to not paying full amount and late fee. They will now back date the correct payment to November. All this time, I been over $1500 a month. We have $1600 in limbo because they wont not apply payment until it reach $1700. All issue is due to Escrow Department Incompetent.Desired Settlement: Apply the correct payment of $1500 a month since October, credit back all fee charge, and make our account current. Our payment was suppose to $1500 a month when we refinance.

Business

Response:

[redacted] upon receipt of your complaint I asked the escrow department to review your account and address your concerns. Below is the response I received:The borrower's account was analyzerd on 4 seperate occasions since the loan was acquired on 3/22/13The first 4 analyses that were completed did not have the correct or full tax informationThe loan was analyzed on 4/3/14 and indicated a shortage of 606.68. This analysis was done in order to make the payment effective 2/1/14 instead of 4/1/14. The payment chaged to 1153.80. The loan is currently due for the 3/1/14 and 4/1/14 payments.The late fees that were paid in Jan and Feb will be sent back to the borrower as a refund check. The deliquency that was reported in Feb has been removed showing the account was paid as agreed for that month.Please let me know if you need anything further. I can be reached at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: I received a post card with personal loan information on it visible for anyone to see. I called the company to tell them not to do this type of advertising and remove my name from there mailing list. The person on the other end hung up. It is hard enough in this age of instant information to keep private information private, but having it flying around the postal system on post cards is going a bit too far.Desired Settlement: I want to be removed from the business' mailing list.

Business

Response:

Mr. [redacted],Please be advised that you have been removed from all marketing and mailing lists. You will not receive any future solicitations.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: long story short I am short in my escrow fund and they can not find the shortage. its simple math I have spoken with multiple people and they keep telling me that they are going to run an escrow analysis and they have said when it done I will get a call back its been over a month and a half and this issue has yet to be resolved. At this time I am considering it FRAUD do to me getting the run around and them not being able to explain or show me where all my escrow money is. I want them to resolve this issue and sell my loan to another company this is very crappy service and they do business in a sketch way.Desired Settlement: I want them to resolve this issue give me the money that I am short back in to my escrow fund and sell my loan to another company

Business

Response:

Mr. [redacted], upon receipt of your complaint I asked the escrow department to review your loan. They advised that the $9.34 that you sent in for the shortage was applied to principal in error. We have reversed that and applied it to the escrow account and have reanalyzed the loan. The shortage is gone and your payment is 1298.51. A supervisor has tried to reach you to go over this with you and will continue to try and reach out.Sincerely,Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have told them repeatedly that I am in [redacted] and they can not understand that they call me when I'm at work they need to call me any time after 3 pm ** time. And please quit doing an escrow analysis it makes my payment go up. Few dollars each time!!! Also I didn't send in a escrow shortage cheek for 9.34. This is how competent this company is! I sent an check in October for 616.29 for escrow shortage!! STOP JACKING WITH MY PAYMENT!!!!!!!!!

Regards,

Business

Response:

Mr. [redacted], my understanding, based on a conversation we had, is that Joe M was able to assist you and address your concerns. Please let me know if that is not the case.Sincerely,Roseanne GVice President Customer ServiceFreedom Mortgage corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Roseanne please give me a call at [redacted] anytime after 3pm [redacted] time, so we can resolve this issue

Regards,

Business

Response:

Mr. [redacted], can you please confirm that we have addressed all of your concerns and that this complaint can be closedSincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: no all issues have not been resolved, I have called Roseanne and joe M and left multiple messages asking them to call me anytime after 3 pm [redacted] time so we could resolve this issue and I haven't received a single phone call or message from them. Freedom mortgage just sell my loan to another company so I don't have to deal with this raunchy customer service this issue has been going on since the beginning of November!! Enough is enough!!!! I'm tired of calling and leaving messages and freedom mortgage will not try and resolve this issue!!!!!!!

Regards,

Business

Response:

Mr. [redacted], Arthur V spoke with you on 12/14 and went over the escrow shortage issue. You and I spoke shortly after that I believe and you advised that the issue with the escrow account was resolved. I do not have any messages from you since then. I do see that your called in to the servicing center on 1/4 with some new concerns and I have asked that they be escalated. Can you please advise what was not addressed, specifically related to this complaint ? Roseanne G

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Call me anytime after 3 pm [redacted] time and we can talk about the issue

Regards,

Business

Response:

Mr. [redacted], my associate spoke with you at 3 PM your time yesterday as I told you he would. You told him that the current issue was a principal payment that you made was in suspense and not applied for a period of time. The payment was made on 12/24/15 but was not applied until 1/4/16. When it was applied, in order to give you proper credit for the reduction in interest, it was applied with an effective date of 12/24/15. Please let me know if you have any further concerns.Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Quit going around in circles lady!!!! I have left you my number multiple times and barley received a phone call from you yesterday at 2:30 my time when you have known for quite some time I have said any time after 3 [redacted] time. Just sell my loan to anothe company your customer service SUCKS!!!!!!! Nothing is going to get resolved at this rate! Going in almost 4 months!!!!!!!!

Regards,

Review: I refinanced with Freedom and included an IMPOUND account # [redacted] for property taxes and insurance. The property is defined (and deeded) by two parcels each with a semi-annual tax bill (2 bills, twice a year ###-##-[redacted] for $1794.07 and ###-##-[redacted] for $87.09). In APR 2013, Freedom paid only one of the parcels ($1794.07). I contacted them several times by email and phone and a case was generated and elevated to the tax department with no follow up. I paid the second parcel taxes with my own funds ($87.09) directly to the County. In OCT 2013 to confirm they received the county tax bills which they did, I called and in NOV called and emailed to ensure the NOV 2013 taxes would be paid correctly. The issue was elevated to the tax department supervisor. I called and emailed 5 more times for status to no avail. Only one, $87.09 (not the one from Apr 2013) parcel tax was paid and the other parcel tax of $1794.07 became delinquent on Dec 10, 2013. I called again for status and was told I could not discuss directly with the tax dept and that I should just watch my account activity to see when (if) taxes are paid with no indication of how long this will take. Freedom was non-responsive since Apr 2013. my home is now delinquent in taxes and the funds are sitting in the impound account. I asked for those funds to be ETF but got nowhere with Freedom Mortgage customer service. I need my funds released from impound and taxes (including delinquency fees) paid IMMEDIATELYDesired Settlement: I need my funds released from # [redacted] impound and taxes (including delinquency fees of $179.4) paid IMMEDIATELY. Freedom should pay the delinquency late fees from their profits. Freedom can either ETF the funds to my checking account now and I will pay the taxes to the County or they can do their job and pay the tax bill submitted to them by the County. I require in writing from Freedom that the delinquency in taxes is of no fault of my own as this has a negative effect with my employer. I request in writing that Freedom has taken corrective action to ensure all taxes are paid on time for the subject property without recurring intervention on my part.

Business

Response:

Mr. [redacted], I do apologize for the frustration you experienced in trying to get the tax bill paid. On 12/19/13 your escrow account was updated to reflect the additional parcel. It was set up without it in error. The deliquent tax was paid from escrow and Loancare paid the penalties and interest. Since the system now reflects the two parcels this should not be an issue going forward. [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 they have in fact paid the delinquent tax due. While this is satisfactory to me, their explanation and resolution of 'adding' the second parcel does not make sense as they have previously paid taxes on each of the two parcels at least once, but never both at the same time as required. If a second parcel was just 'added' to the account, it is unclear how the previous payment in Apr 2014 was processed. I hope the account has in fact been updated to ensure both parcels are paid on time. The next tax bills are Mar 2014 and should be paid without my intervention.

Regards,

Review: Over the course of the last year or go, I've been receiving solicitations for converting my mortgage from an adjustable to a fixed mortgage. About half of these solicitations have come from Freedom Mortgage who has been linked with Ocwen Mortgage who serviced my mortgage until 2 Oct 2015. At that time Freedom Mortgage took over my mortgage. I've asked various personnel in Freedom Mortgage to remove my name from the mailing list for mortgage conversions. Each one said they would. Since 2 Oct 2015, I've received two solicitations for conversion from Freedom. I've asked them to stop this practice, however to date this has not happened. I'm tired of asking.Desired Settlement: I want Freedom Mortgage to quit mailing me conversion invitations. If I feel I need to convert my mortgage I will do it myself and I certainly will not conduct business with Freedom Mortgage if I feel the need to convert.

Business

Response:

[redacted], thank you for reaching out to us. I have removed your name from the marketing lists. You will not be getting any new solicitations, please allow 30 days for this to take effect in the event of an mailings that may have been mailed before today.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: I am in the process of getting approved for a conventional 30 year mortgage with Freedom Mortgage. It has been 2.5 months and they still have not approved the mortgage, despite my excellent credit and adequate income. They spent three weeks in the initial underwriting and did not ever contact me until I contacted them. I can't ever get a hold of anyone and they do not return phone calls or emails. They waited two weeks to order the tax transcripts. If they knew that they needed them, they should have ordered them earlier, especially since the contract on the property and the interest rate lock-in was expiring. In the mean time, they said if I can get my tax return stamped by the local IRS office, then they would except that instead. After spending 2 hours at the local IRS office, the IRS agent said that they could not approve/stamp the returns that were filed online. Next Freedom Mortgage said if I submit the hundreds of receipts for my rental property for 2013, they would not have to wait for those transcripts. I did so within one business day. Four days later, they said that they have to wait for the transcripts after all. Next, they filled out the transcript request form incorrectly to order the transcripts and the IRS rejected the request. We have had to extend the contract two times now and are waiting on the transcripts. The appraisal was submitted, but Freedom lost it for 7days. Additionally, Freedom Mortgage originally said that they would give a $2,905 credit to lure me in. On April 22nd, they then gave me a good faith estimate (GFE) for $1,700 in credits with no origination fees and then another worksheet that said I would be getting an additional $1,205. They said that they could not put the total credits on the GFE, but would give me the $2,905 credit. I did sign this GFE. Then, on April 7th, they gave me a new GFE for a credit of only $884. I do not know why they cannot put the total credits on the GFE like other mortgage companies.Desired Settlement: I am scheduled to close on April 15th. My interest rate expires on April 17th. I have downloaded and sent my IRS tax transcripts to them. I have yet to get a response about the transcripts, the total credits or the GFE. My desired outcome is to close on the 15th and receive the $2905 credit that was promised. This has been going on for 2.5 months.

Business

Response:

Mr. [redacted],I am sorry that the loan process has been a frustrating experience. I reveiwed your file with the processing manager and was advised that there was a hold up obtaining the 2014 tax transcripts due to how recently you had filed. We needed to transcripts to verify your income as we are having trouble approving the loan with the documentation on hand. It is my understanding that the issue was resolved and that your loan is closing tomorrow. If you need an additional information please feel free to reach out to me directly at [redacted]Roseanne G[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Freedom Mortgage has not only inadequately responded to the length and frustrations that have been associated with closing the loan, they have not addressed my complaint of changing the good faith estimate (GFE). They have originally promised $2,900 in credits. They have changed the GFE two times since my original complaint about changing the GFE. They have whittled down the credits on the GFE from $1700 to $231 (see attached), even when they said in writing that there would be no charge for extending the interest rate. When I have asked about the most recent GFE, they have yet to respond and previously have said that they could not honor the original GFE with a credit of $1,700. In addition to this, the response for being slow on the loan has not met my expectations. When talking to other mortgage companies, the loan officers have said that they should have told me to file my taxes differently so that I could get them stamped and approved by the IRS as soon as I filed my taxes so that I did not have to wait 5-6 weeks for the transcripts. In addition, they have filled out the form 4506 form wrong multiple times, thus delaying the process even longer. The transcripts were posted two weeks ago and we have yet to close on the house.

Regards,

Business

Response:

Mr. [redacted] please see attached response

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The response is simply stating every step in which they were not proactive and lacked communication. How is this correcting the problem? In this seller's market, if I was not good friends with the sellers, they would have gone with another buyer and I would have lost the house because of the lack of competency of Freedom Mortgage's employees. Furthermore, although they did give me the credits that were promised,

they did not respond to my emails and voicemails of why they were continuously changing the good

faith estimate.We even had to delay the closing because they simply transferred the insurance from my 4-plex onto the house and thus, the escro account was off by ~$1,200. They did not even put the right address on the closing documents [redacted].Additionally, I am in the process of writing a separate complaint about their lack of response to my inquiries on the private mortgage insurance on my other mortgage with them ([redacted]). The PMI is supposed to come off of the loan after 22% of the equity has been met, which has happened. I have emailed and called Freedom Mortgage several times within the last couple of months with no responses. Consumers need to be warned of this company. They have messed up the mortgage at every single step.

Regards,

We were doing a streamline refinance with Freedom since they hold our mortgage. We have been contacted continually by other lenders attempting to have us refi with them.
After over 90 days our refi was still in limbo with no one knowing what the hold up was. The processor had no idea why there was a delay and the Assistant VP of Sales was just plain rude.
Our file was closed for no reason and were told we would need to just repoen the file. We chose to go with another lender.
Customer service and simple business practices are very poor with Freedom. There is poor internal communication and no communication with customers.
I wish that a truly competent authority with that organization could tell me who dropped the ball on my loan and why.

Appreciated the weekly update call with status and the information I was given