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Freedom Mortgage Corporation

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Reviews Mortgage Banker Freedom Mortgage Corporation

Freedom Mortgage Corporation Reviews (1665)

Review: Freedom Mortgage failed to submit timely payment for my home owners insurance, for which they had my money in an escrow account. As a result of Freedom not paying my insurance premium, my insurance company cancelled my policy due to "lack of payment" and would not reinstate the policy. Because it showed my policy was cancelled for lack of payment, finding insurance anywhere else cost me 3 times as much as my previous policy. Because this increase was a direct result of their negligence - they assured me that they would cover the difference of the policies. However, they have since increased the amount they automatically withdrawal from my account without my consent. Despite several attempts to resolve this issue, I have gotten zero resolution. Promises from the company to call back with an update have not happened and they continue to help themselves to money from my checking account which is causing me trouble in balancing my account each month. I should not be assessed this additional expense and no one is resolving this.Desired Settlement: I would like to ensure that my checking account is no longer being debited for an additional amount for which I am not responsible. My bi-weekly payment WAS $400.94; for the past two weeks they have taken $437.75 which is an additional $36.81 each time. I would like that amount credited back to me as I should not be getting charged for a mistake Freedom Mortgage had made. I've been contacting this mortgage company since March and they have yet to resolve this situation. Please help!

Business

Response:

Ms.[redacted], I apologize for my delay in responding but I am still working with the servicing center in an attempt to obtain additional information in regards to your complaint. I will need a little additional time in order to provide a complete response. In the meantime you may feel free to contact me directly at[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Complaint[redacted]

I am rejecting this response because: Yet again this company is telling me they will "look into it" as they continue to debit more money than was authorized and more than they are entitled too. Their system is extremely flawed and there is no reason it should take months to have a solution; the situation is cut and dry and they are the accountable party and need to act as such and resolve this issue.

Regards,

Business

Response:

Ms. [redacted] has worked directly with Freedom and the issue has been rectified.

Freedom Mortgage Corporation

Consumer

Response:

I need to re-open this complaint as Freedom Mortgage has once again debited an incorrect amount from my checking account without authorization. Please see my attempts below to have this issue corrected. Please review the dates/times of the e-mails; this level of incompetency is unacceptable. Thank you!

Review: My loan was recently sold to Freedom Mortgage. I have attempted to call for information regarding my loan. I have experienced wait times varying from 10 minutes to one hour and thirty minutes before getting frustrated and hanging up ( I have the cell phone screen shoots to prove the wait time).

I was finally able to get a customer service rep on the phone this morning Dec. 2, 2015 at 7:40 am. I explained to the rep (I believe his name was Lou) the issues I have experienced...only to be informed that the company has just purchased mortgages from 3 companies and everyone is calling at the same time (as if an hour and a half wait time is accepted). In addition, I was charged a late fee on my mortgage by this rep, although I was in the 60 day window of a mortgage transfer.

I followed-up this evening for clarity; however, the rep I spoke with this evening at 8:18 pm was not able to answer all of my questions.Desired Settlement: Contact by the business; bill adjustment; explanation of charges and business practices. I would like to speak with someone who is able to answer ALL OF MY QUESTIONS.

Business

Response:

Ms. [redacted] upon receipt of your complaint I asked our customer service department to have a supervisor contact you. The supervisor was able to reach you but you advised you were in a meeting and needed a call back in approx. 15 minutes. She waited 20 minutes and got voice mail. On a subsequent call on the 8th it seems that they were able to contact you and address your concerns. If that is not the case please contact the customer service supervisor directly. She will be happy to assist you. Sincerely,[redacted]

·

Consumer

Response:

Review: [redacted]

I am rejecting this response because I did not speak with ANYONE from Freedom Mortgage on Dec. 8, 2015, nor has the company addressed the problems. I did speak with Frank [redacted] on December 4; however, Frank stated that he would follow-up by December 9, I asked Frank to follow-up no later than Dec. 11. I have yet to hear back from Frank. In addition, I left a voicemail message for Frank on Dec. 15, 2015, which I have not received a call back yet from. The original rep which I spoke with Dec. 3, 2015 followed-up on Dec. 21st (18 days after the initial contact), stating I am following-up from a few days ago. THE PROBLEMS STILL EXISTS: 1. FREEDOM MORTGAGE CUSTOMER SERVICE IS HORRIBLE. 2. MY QUESTIONS STILL HAVE NOT BEEN ADDRESSED.

Regards,

Business

Response:

Ms. [redacted] can you please tell me exactly what the issue is that has not been addressed

Review: On 9/17, I started the process of refinancing my home due to lower nationwide PMI rates and lower interest rate. Since then I have gotten ignore, the run around and passed on to managers that never bother to call me back. My rate lock of 3.875 is due to expire on 11/16. I am sure I will miss the deadline and miss out on the rate and will have to start completely over. I have emails begging for information and nobody will get this straightened out. It is unfair.Desired Settlement: I want the refi to go through at the rate that I was quoted.

Business

Response:

[redacted], I do apologize that the refinance was taking longer than expected, it seems that there was a delay based due to the fact that taxes for your property, which we needed to complete our calculations were not going to be available until the 2nd week of November. We have since gotten the figures, provided you with your final HUD figures and closing is scheduled for 11/20/15 at 3PM. please let me know if I can assist you with anything further [redacted]Vice President Customer ServiceFreedom Mortgage

I'm a mortgage broker. I've had the misfortune of dealing with Freedom Mortgage from a business perspective and I have no idea how these people are able to tie their shoelaces, much less close mortgage loans. They lose documents - CONSTANTLY. The ignore repeated requests for updates. They REFUSE to confirm receipt of documents that were uploaded and emailed. Turn times are a joke. They will tell you one thing and then do the exact opposite. I've closed two transactions in the past month with them and BOTH were GOOD files with Approvable buyers that I could have taken to a dozen different places. By the time I realized how jacked up the Freedom system was it was too late.... each loan was a nightmare. I battle for every little thing. Just to get them to acknowledge that they got a document was impossible. Then I'd get asked for it again. One item I had to upload SEVEN times before they cleared it. The same document, SEVEN times. The only reason they cleared it? I emailed it directly to the Underwriter while I was on the phone with him. This has to be the WORST wholesale investor on the planet. DO NOT become a broker with Freedom mortgage. Their rates may be good, but you get what you pay for. Nothing but a nightmarish headache from start to finish.

Review: The main concern is the shortage of the escrow in my mortgage account [redacted]. The company states sent a letter in the middle of March stating that my account was short in escrow due to an increase in insurance. It requested $644.57 to be applied. The company was contacted on 3-14-14 and would wait on word from them. I was told that an overage check of 982.61 was sent to me which was not. It would take 10 days to review it and then if not it would be sent. I called back late april, early may to ask about the check. I was told it would take 7-10 days to review because it had not been done. The check finally arrived in late May and sent $650 dollars to cover the $644.57 that the escrow account was short. I called back 5-31-14. The check had not been deposited to escrow. Called back middle of June money had not been put into escrow. I was told to wait 3-5 days each time I called for the escrow dept to review. I was told it would all be done by June 1, 2014. I called back 7-1-14 and no resolution. I was told that I was short another 600 dollars because of the insurance. I have called the manager [redacted], I have talked to many people for months and no resolution. They asked for 644.57, I sent 650, why am I short? My insurance company notified them of the increase back in February and the company did not make the adjustment to my monthly payment to reflect it. Since the check had not been cashed or sent prior, why take the money out and not apply it to the shortage. The company had the information to do a full analysis with the increase of insurance and failed to adjust accordingly. On the annual tax statement it says what was paid early on and showing an escrow refund back early in the year, yet it was not sent in time.Desired Settlement: Th escrow needs to be adjusted and made whole as I followed what was stated in the request. The fees accrued so far need to be taken off as it was not my fault that things were not adjusted accordingly. Once the escrow is made whole then adjust the monthly payment with the new insurance premium of $1670.58 of which my insurance company will sending the new adjustment. The fees accrued should be taken off. We need to know immediately because there is a payment outstanding and we were told it would not be late until July 16.

The company should communicate better when increases occur and adjustments are made and not blame the system. The computer is only as smart as the person who programmed it and someone can make changes if needed. I hope for a prompt resolution to my concern.

Business

Response:

Mr. [redacted],

Upon receipt of your complaint I asked the escrow department to review your escrow account. Please see their response below. It seems that you have ahd regular increases in your homeowners insurance that is creating the escrow shortages

When his account was first escrowed on February 15, 2013 (prior to any disbursements):

· Insurance premium estimated as: $1025.24 ($1366.28 disbursed 2/20/2013) – diff of $341.04.

· Property tax premium (based amounts disbursed for 2012) - $2388.45 ($2414.91 total disbursed 11/2013) diff of $26.46

When his account was escrowed on February 24, 2014 (prior to any disbursements):

· Insurance premium estimated as: $1366.28 ($1872.72 disbursed on 3/25/14) – diff of $506.44

· Property tax premium estimated as: $2414.91 (unsure of premium until next bill is received)

Although he paid the shortage, this time, if they reanalyzed his account today, he will still have an additional shortage of $540.71 due to the fact the insurance increased again this year.

If they take his payment down to $847.11, he will have even a larger shortage when his loan is reanalyzed next year.

Please feel free to email me at [redacted] if you have any further questions

Vice President Customer Service

Freedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I don't content that there was a shortage due to the increase. My issue is with the fact that your letters stated that with the payment of 644.57 I would be even and would end up paying 847.53 or so for the monthly statements. You informed me, I followed the rules and now I am still behind. The other issue is the fact after the analysis was done you did not take out the increased escrow of 454 and cents to make sure that I was caught up. You ended up taking it out two months later which would put me behind. I kept calling since March to get it resolved and would not get it resolved. I have had no calls regarding the account even when there were issues. What I did receive last week was a delinquency notice which was caused by your lack of effort to help me with my account. I was to receive a call from [redacted] and to this day no call so that you could reform your methods of customer service. As you may notice I have had to pay so that you don't take my account into further legal matters which basically means I am out of luck because you control my credit basically. Your company did not follow through on the process as stated in your letter communication and then through it at me that it was my fault. My insurance decreased by at least 200 dollars as your rep asked me to contact them to reduce it and now the escrow department denied a reanalysis so that it could reflect the change. So I am being charged more than it should be. The insurance change was sent to you 45 days before it was due so you knew full well that there was an increase and yet you did not inform me then. You expect me to know everything that is happening with my account.

Another issue was the escrow money your company took out of my account while knowing that there was an increase in my insurance. You apparently sent the check a year ago and never received it. The check was received in the middle of May 2014, I sent back the amount stated in your letter and never heard back. I had to take time each day to try and reach someone and would not get answers. I did report this matter to my attorney general consumer office because this was very unfair and for months I was moved from one place to another without a resolution and not once did your company take fault for their lack of oversight on my account when it makes perfect sense that you would give me the final monthly payment once the money was sent. At that the 650 dollars that I sent was placed in my principal and not escrow, that took a month to resolve.

The fair resolution to this matter is that your company reimburse the money you failed to take out for the escrow for the months of March and April which caused a further shortage. Now my payment is 900.32 another 50 dollars more. I made a request and will reiterate it again that NO MONEY is taken out of my escrow account regardless of an overage. Leave it alone. Also that you call me when there are issues and not wait for me to find out when you are the ones in charge of my account. I can't make changes or modify because you control the system.

I have never had an issue with my mortgage until I switched to your company. I encourage you to embrace Continuous Improvement as a model to change your practices. In my area of work I do communicate with my team, we work to resolve the issue.

I will await your answer to resolve this matter and make me whole.

Regards,

Business

Response:

Mr. [redacted],

Mortgage escrow accounts are analyzed once per year, Texas accounts are analyzed in February. Your insurance premium is payable in April. We analyze your loan based on the projected disbursements. It is not possible to know in February what the April bill will be and we can not reanalyze just because a disbursement exceeds the anticipated amount.

The state of TX requires the analysis to be completed each year in February with a new payment effective date for April of current year; unfortunately your insurance disbursements are disbursed within the same month or the following. Escrow analyses are done annually according to the state in which you reside and when we analyze your account, we have only the figures from the prior year disbursements for the analysis, unless the premium payments are disbursed prior to the loan being analyzed.

On July 18th a representative from the escrow department contacted you and went over the escrow account, the schedule of the analysis how the shortage was based off of the increase from the 2013-2014 policy and how the new shortage is from an increase in his 2014-2015 policy. You agreed to have your account re-analyzed out of term which will allow for the collection of funds for the new higher insurance premium. The new payment is 913.30 effective with the 9/1/14 payment.

There is nothing to be refunded as the increases in the payment and the shortage in the escrow account were a result of increases in your insurance premiums. We can not watch your account as you ask in your letter, it would be nice it we could but that is simply not possible. I would suggest that when it comes time next year to pay the insurance premium and if the premium once again increases, that you contact the servicing center and request that the account be reanalyzed at that time.

Vice President Customer Service

Freedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While the individual did respond on July 18, 2014, it was only because of my insistence and obvious need to fix the account because since March 2014 I had not received a direct answer. What I cannot get the organization to understand is that based on their processes my account is short on escrow and they are unwilling to change the practices or rather offer solutions to help. All I get is what they can't and won't do. I contend that I followed their process to get it resolved and I am still going to be short on my escrow because they use old numbers rather than wait for new numbers. Also they wait two or more months to deduct the escrow when they should do it right away. So the entire process is in their hands because I have no access to their computer system to work the account. They don't see that they did anything wrong as one executive put it to me. They can't see that I was inconvenienced and still am.

They won't put money to correct the issue, they won't adapt their process to help me and all they say is they apologize. At this point apologies are not helping me. They were quick to send a delinquency notice as this was ongoing and based on their doing I was two months behind. But of course they blame it on the system that automatically sends stuff. So even when they know there is an issue with my account they take no responsibility for it, like they don't care.

Those of you who are reading this response, make sure you do not do business with Freedom Mortgage or [redacted] Find a bank that will be helpful and honest about their practices. I was originally 644.57 short and now I have ended up paying them more than $1100 dollars because they refuse to listen and do what it takes to help me. As soon as I can get out of [redacted] I will because I am going to end up with issues every year from now on.

Very deceptive not good faith practices done by this company. Good luck trying to reach them as it takes at least 30 minutes or more and then having to go round and round because the reps don't know most answers and the supervisors won't return call or at least get on the phone to answer your questions. At some point enough is enough and at some point some agency needs to do an audit of their practices. I know my case is unique to some degree and my attorney general may not pursue but I did report it and will continue to speak out on this in any way possible. How sad that the company take it lightly when they are affecting someone's life.

Regards,

Review: I have a FHA loan with this company and the company takes escrow every month to pay all the taxes and homeowners insurance. They did not pay my homeowners insurance after several attempts of calling them my self as well as my insurance agency, due to cancellation notices that we had received. Freedom mortgage in Nov. 2013 said that they had sent the check to my insurance co. ([redacted]). [redacted] never received a check. My insurance agent called Freedom Mortgage to investigate, they said they forgot to send a check. Jan 2014 Freedom still hadn't sent the check, my homeowners insurance lapsed. To get another policy insurance there is an increase of 1200.00 , therefore my mortgage has gone from 1100 to 1664 a month now. Freedom mortgage took money every month to pay the insurance,but did not pay it at the end of the year, therefore leaving me without homeowners insurance for at least 2 months. Then paying the new balance but making my mortgage increase by over $500. I should not have to pay an increase due to the company not paying. I have been placed on the Fairplan Act due to them, I never have paid my mortgage late. I'm sure that if I would have forgotten to pay my mortgage they would not have forgotten to foreclose on my home. I have spoken to many reps

and they all have acknowledged that the check was never sent, but they have not figured out a resolution. My mortgage still has to be paid, while they are deciding what to do. A $500 increase is not something that can fit my budget, nor can I look for other insurance due to my now having a lapsed policy. The same year they forgot to pay my taxes and a lien was put onto my property. I just got that taken care of. This company takes my money but does not do its part on paying out the taxes or insurances, which affects me directly. I had fight liens as well as pay increases due to their neglect of taking care of my business. I am mentally and financially stressed due to this company. I need help and resolutionDesired Settlement: They need to pay the difference from my new($3338) to old policy($2038), return my mortgage payment to its original monthly payment($1135.27) it is currently $1655.37 . They also need to reimburse me the extra money a month that I have to pay extra (over $500), $520.10. Expense for time spent on this unethical issue.

All monies need to be discussed and resolved to my satisfaction with out any more expense to me.

[redacted] my insurance agent # [redacted] Freedom mortgage

Business

Response:

[redacted] I am still working on your issue with the escrow and insurance department and respectfully request a few more days to complete this and to respond to you with a resolution.[redacted]Freedom Mortgage Corporation

Review: In February of this year I re-financed my mortgage with Freedom Mortgage. My previous loan was also with Freedom Mortgage through Loancare (same mailing address as Freedom Mortgage). I had put the old account no on the check by mistake but didn't find our until they called warning me my payment was late. After explaining what happened they agreed to waive the late fee. I sent a new payment to the same address. Both checks were cashed. I had 2 conference calls with Freedom Mortgage and my bank BECU where the bank faxed them a copy of the cashed check with the wrong account no. In each call I was assured my file had been updated to show the late fee had been waived and I was sent a letter stating the matter of the $2150.25 payed to the wrong account would be investigated within 28 days (April 28, 2015). On June 6th I emailed Freedom Mortgage requesting an update on the status of my inquiry. I got no response. I emailed again on the 8th and got no response. I checked my online account to see if the money had been credited to my old account and it had not.Desired Settlement: Refund of my $2150.25 payment that was cashed despite the loan being closed.

Refund of the $86.01 that I was assured 3 times would be waived.

Proof that my perfect credit has not been affected.

Business

Response:

[redacted],I am very sorry for the issues you have had with the payment that was drafted and applied to your old loan. I had been previously advised that the payment was reversed and sent back to you but today, after seeing the new complaints you had posted, I asked the cash department to track the refund check. They advised that it had been applied as a payment on the new loan in error. The payment has since been reversed and will be sent to you via overnight mail. One of our associates contacted you today and advised you of this. Again I am sorry for the confusion, the late charge was waived as well. Please let me know if there is anything further I can do.[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 made a payment on 10-31-2014 that did not go through due to the company’s faulty payment system. When I noticed the money was not withdrawn from my account I called customer service who stated they had received payment, but that there system takes a while to process. On 11-12-2014 my payment was reversed because "the company does not receive payments from other banks", according to a customer service rep. On 11-24-2014 I made a payment via telephone and was charged $10 fee. On 12-01-2014, due to distrust/complexity of the company’s online payment system I called to make another payment. This time I was charged $15 for making a payment. After explaining why I felt the need to use the telephone the Customer Service rep was rude and unhelpful. I do not feel I should be charged fees for the company’s faulty payment systems.Desired Settlement: I want a refund of fee's I was charge for using the telephone to assure the company recieved payment. The total amount of Fee's charged was $25 dollars.

Business

Response:

Mr. [redacted], I do apologize for the issues you had with making your payment. OUr record shows that you were only charged and paid 15.00 so we have refunded that to you. If you feel that there is still 10.00 owed I would be happy to review this again. We are also reviewing the conversations you had with our representitives[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 was transferred by [redacted] to Freedom Mortgage for the servicing of my mortgage. I made a payment online to [redacted] 1 day before the transfer was to take place with Freedom Mortgage. I was unaware at the time that my loan was being transferred to another company. Freedom Mortgage did not NOTIFY me until November 8, 2015 that the loan was transferred. Under Federal Law they cannot charge late fees or report to credit companies indebtness for 60 days. Yet, after only 50 days they have reported me to the credit bureaus as being delinquent. I made the payment for November on time. They don't know where it is at. I have called their customer service and written a letter to their headquarters with no response. All there services reps will tell me is that they have until December 20th to straighten it all out. OK, then WHY are they sending me indebtness letters and reporting me to credit agencies. I made the payment, they can't find it. I reluctant to make another payment for the same month. Then, when they finally find it...I will have made a double payment which I cannot afford. I have made four phone calls to customer service line with no satisfaction. I have also wrote a letter to headquarters with no response.Desired Settlement: I am never LATE with my payments. It is Unfair for them to report me as I have tried to find out with satisfaction to find out what happened to the payment I made to the previous loan servicer. In my opinion they OWE me an explanation to what happened to the payment I made. If they cancelled it, I can make another....but I want clarification AND they no right to violate the 60 day grace period they cited to me FOUR TIMES. If they reported me to credit agencies I want it retracted.

Business

Response:

Ms. [redacted], upon receipt of your complaint I reviewed both the [redacted] and Freedom servicing records. It seems that your auto draft was deleted due to the transfer of the servicing (the Good Bye Letter advised of this). This was confirmed with [redacted] on 12/21. You had made a payment on 12/11 and then another one on 12/21 once it was determined that there was no missing payment. The account was not reported as delinquent and no late charges were assessed. The letters that you received are automated based on what the system believes the account status to be and is not reflective of your particular situation. Please let me know if you have any questions or if I can assist you further.Sincerely[redacted]

I am completely confused why freedom mortgage has an A+ rating with so many complaints and bad reviews! I just purshased a new house and the mortgage was assigned to them less than 9 months ago. In that time they have claimed 2 of my checks, which were mailed to them, were lost by [redacted] 1 to never appear again and the other to magically appear hours after I paid them online a second time. The check took them 19 days longer to process than all the other bills I mailed on the same day. As I google searched, I found several similar complaints of payments taking up to 30 days to process, double payments, and many other processing issues. I have to wonder if they are doing this to obtain and charge fees. I have dealt with many mortgage companies in my 20yrs of being a homeowner and never have I experienced this with any other company. Absolutely ridiculous and I would never recommend them to anyone for business. STAY AWAY from Freedom Mortgage! Do your research and you will see they deserve a F rating many complaints and bad online reviews!

Review: I have been trying to refinance with Freedom Mortgage for the last 6 months. The last four months, they wait to the last day to close, before the next payment needs to be made, then its to late to close. At that point, I am charged late fees. I have several months of late fees on my account due to the mishandling of my loan. Customer service, management and the loan processor does nothing about this issue. Now its happening again, for the fourth time. I have sent countless emails and phone calls with no answer.Desired Settlement: I want to have the late fees removed because its not my fault no one there can get it together and close the loan. I am being told to not make these payments until its too late, then Im charged late fees.

Business

Response:

Mr. [redacted], I took a look at the loan we are currently servicing and do see that you were charged late fees for Jan and Feb. I have waived those. I also see that the loan was final approved today and that the loan is schedualed to close on the 20th. please let me know if I can do anything further for you at this time.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: I spoke with customer service representatives on 8/18/15, 9/21/15, 10/7/15 and 10/20/15. During each call I asked to have solicitations for a new mortgage stopped. In each case the representative assured me that a request for "no solicitation" would be submitted. I am still receiving solicitations for a new mortgage. I DO NOT WANT ANT MORE SOLICITATIONS FOR A NEW MORTGAGE.Desired Settlement: I DO NOT WANT ANY MORE SOLICITATIONS FOR A NEW MORTGAGE.

Business

Response:

[redacted], I apologize that you were still getting solicitations after requesting to be removed. I had your name removed the from the list on 10/28/15. You will not be getting any further mailing or calls 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: We closed on our house on Sept. 30, 14. During the closing we were informed that Freedom Mortgage has set-up an escrow account. We informed them in the application process that we DON'T want an escrow. That was fine they informed us. We paid for our home owners insurance and gave it to them before closing. When we found this out during closing, we informed them that we didn't want to close until this was changed. They said it could be changed after the closing, we proceeded with closing. We have email documentation from [redacted] & [redacted] from Freedom Mortgage stating that this would not be a problem and that it could be changed. We received our first payment on Oct. 28 and it is showing an escrow being pulled out. We have tried to contact the office and keep getting the run around. We have also tried to contact Mr. [redacted], but no resolution. We have also tried to contact our local agent and he no longer works there.Desired Settlement: Please waive escrow and return escrow already charged from closing and first payment.

Consumer

Response:

RESOLVED

Review: My mortgage company was recently changed from [redacted] to Freedom Mortgage (my original mortgage was through [redacted] Since my loan was changed to Freedom Mortgage, they've sent me an adjusted amount for my escrow account claiming that I was going to have to pay an additional $1,200 yearly, which I could pay as a one-time fee or have my monthly mortgage raised by about $350.00. I contacted them with questions about the bill and let them know that they were charging me for my county taxes four times instead of twice. They wrote this off as a computer error, however, I have two other friends that also have Freedom Mortgage that the same thing happened to them. Either way, my mortgage was going to go from $1,498 to $1,755 if I didn't contact them and got the situation solved. I've contacted them now seven times since March 6, 2014. It is now 16 April 14, and I have yet to have any resolution to this issue. I've spoken to customer service five times, and twice with supervisors. I've even been given supervisors numbers and told that the situation would be solved in three to five business days multiple times; however, it has yet to be solved. I also had my lender contact them with me as my personal representative and walk them through the process on how to find out what my county taxes are and how often I have to pay them. Based on the bill, they have my yearly county taxes estimated correctly, they just have the same amount coming out four times instead of twice. Either way, I'm now 15 days late on my bill because this issue has not been resolved. If it doesn't get fixed soon, I will have no choice, but to get a lawyer involved.Desired Settlement: I just want to have my bill adjusted to reflect the correct amount so I can pay my bill like I've been paying for seven years now. This is the latest I have ever been on a bill and I'm afraid they are going to report me to a credit agency and ruin my credit because of something they did.

Business

Response:

Mr. [redacted] I apologize for the frustration you experienced with your escrow account issue. The tax error was corrected but it seems that the analysis was never completed. We have since had the anaysis completed. Below is the new payment amount effective with the 5/1 payment:

P&I 1,319.22

ESCROW PMT 198.75

SHORTAGE 46.77

A&H .00

OTHER .00

TOTAL PMT 1,564.74

Please let me know if I can assist further

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,

Worst mortgage company I have ever used. I had a bad feeling about them from before the escrow closed. They made me double the amount of coverage of homeowners insurance for my loan which I did and sent them the proof. They disregarded the information and proceeded to take out another home insurance policy in my name. Now I had 2 insurance policies and it took several phone calls to cancel the one that they ordered for me.
I have been paying my monthly mortgage payments via online banking. Freedom changed their billing procedure in the fall and now they no longer take electronic payments. However, I was not informed of the change in policy so continued to pay my mortgage as usual. Now I get a letter telling me I have not made my December 2015 payment. I called and was told they now had my payment and that because I paid it online it took longer for them to receive it. I thought this was strange since I always pay it online and there was never a problem of their receiving it on time. Now in January I get a phone call saying they have not received my payment again. This time they tell me they have had a change in their billing process and I now have a new account number so they did not get the money, but it went to the former place who confirmed they got the payment and returned it to my account at Bank of America. I told Freedom I was never given information about the change in billing and asked them why they did not tell me the correct information in December when I last called.No answer.They also told me I now have a late charge.When the money was returned I immediately sent it to the new account number and address they gave me, but in the meantime they called me several more times telling me they have not received the money. The latest is I received 3 letters from them threatening me with foreclosure, they actually sent me the paperwork and also informed me that they have given my name to credit report companies because my payment was over 30 days late. They still will not listen to me on the phone and clear up the problems they have created. Also, it is February 15 and they have not sent me my tax information for 2015. Dealing with Freedom Mortgage is an ongoing nightmare.

This company is by far the worst to deal with! They NEVER pay my taxes on time and push you around to a different person each time. I'm suppose to trust this bank with my money and they cant even pay my taxes on time. I called in once before to have this issue resolved and now I'm dealing with it again. THEY ARE HORRIBLE! I wish it was easier to switch banks.

Review: Not exactly sure where to start. My husband and I wanted to refinance our current home. We went through a Mortgage in [redacted] The lender I was told was Freedom Mortgage. Everything in the beginning seemed to be moving ahead. then when we were ready to close a glitch occured. The first was in March. The next glitch was in April. The final glitch was the in of May. My problem was necessarily not getting the loan it was the lenghty process and when I questioned my lender he just kept say it is the new laws, without expalining the new laws to me. Really three months is just too long to wait. If they would have done their job at the start we would have moved on to someone else. We are out $430 in appraisal fees due to this not counting the amount of time I spend on emailing dupicate documents.

We were told that the wanted a SBL loan lien to be released from our house even though we had shown evidence with documentation that payments to this loan were never taken out of the household account and only out of the business account. Again this could have been resolved at the beginning and we could have stopped.

I tried emailing the representative of Freedom Mortgage, but NO RESPONSE!!! I cannot believe how littel regard they treat people. I will be sure to tell people my very poor experience with this company. WE HAve never been late on a payment to our mortgage company!!!Desired Settlement: I would appreciate the cost of the appraisal back at least. We had evidence of the payments. When I emailed the representative asking what I should do NO RESPONSE!!!

Business

Response:

[redacted] reviewed your loan application with the office handling your file. The SBA loan was not an issue at anytime. The biggest issue was with how the loan was structured and the information given to us by the broker. Please see below from the office handling the fil

"Based on the information in [redacted] (our loan processing system), the file was initially underwritten on 3/12/14 and the file was unable to render due to the debt ratio which caused DU findings to go to an ineligible status. The underwriter requested verification of the monthly payments for the student loans as credit report only showed these loans as deferred with no payments. The file was submitted back to the underwriter and reviewed on 4/21/14. This Underwriter was provided with a new credit report with the student loan payments and other liabilities thus the debt ratio was still not acceptable to DU. The Underwriter sent the broker the new condition sheet. The next underwriter review was 5/27/14 and the broker increased the loan amount that exceeded the maximum LTV allowed by FNMA for a cash out refinance. The Underwriter actually countered the broker to restructure the loan to the maximum LTV of 85% and keep the debt ratio within guidelines. There was communication throughout the process with the broker. "

The broker has not submitted anything further after the last communication with the underwriter and the file is still in the status of unable to render. We have not closed out the application. I would need the broker to close out the file before I can consider refunding the appraisal fee.

Freedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My name is [redacted] I filed a complaint I believe in May against Freedom Mortgage, because of issues I had in dealing with them. I tried contacting them several times via email and no one ever responded to my emails.

The complaint:

I was told by my broker that we could not get the loan because of a lien we had on the house. The lien was actually a small business loan. The payments NEVER came out of our house hold account. They always came from the Business account...We showed proof of this.

Finally I received a letter after the complaint it said the following reason is why, and nothing was checked? So very unclear. Our credit scores are in the 700’s so l know credit history is not the issue. So I never did get an answer as to why

we were denied, because they just really don’t have a good explanation.

We were strung along for literally three months. Every time we were ready to close they needed an additional item. We paid out $460 for an appraisal and we would like that money back!

We started everything on Feb. 28 and were denied in May...seems a little long.

Thanks for any help

Regards,

Business

Response:

[redacted] the loan was eventually denied, after your broker advised us that you withdrew the application from them, not because you had a small business loan but because that small business loan was a lien against your house which caused the total loan to value to exceed that amount allowed under the program. Your broker was aware of this and should have explained that to you. In my last response I stated that I could not refund the appraisal fee until the the broker updated us on the status of your application. I also provided my email but I never received an email from you. Because I now know that the file is closed with us I will authorize the refund of the appraisal fee. Please allow 10 to 12 business days for the check to be mailed to you.

Vice President

Freedom Mortgage Corporation

?

Review: My loan was transferred to Freedom Mortgage from [redacted] Loans in August of 2015 and I have lived in a nightmare since then. I have been on the phone with these people multiple times nearly daily since then because they have my account completely wrong. To start, my mortgage insurance has not been paid since the inception of the policy in which I paid ~200 of the 971 yearly premium. I have received TWO cancellation notices because this amount is supposed to be escrowed but the two checks they “overnighted” to my insurance company have returned NSF. Every time I call about the issue, I’m told it’s a simple system glitch and that it will not happen again. The worst part about the entire situation is my Escrow account balance and the multiple analysis that have been done. When the account was transferred to them, I had an initial escrow balance of ~2400, my property taxes were estimated to be a total of ~2900 for the year. However, the actual bill amounted to ~1900, and I have already paid TWO months at the old rate which was supposed to create a surplus. I received a check indicating a surplus of ~545 and a week later, received a demand for a check of ~786 due to a “shortage”. How can there be a shortage when you HAVEN”T PAID ANY BILLS although there is MORE in the account as a starting balance and I’m constantly ADDING to the account month through the escrowed part of my monthly payment which is currently about 420?!Desired Settlement: I need a higher level manager (VP on record) to contact me and resolve these issue. I want a refund of the excess, investigation to where my money has went to, and due to the severity of these issues, I need something to compensate for the time I have invested in dealing with these numerous errors. Due to the equity position in my home, I also want to request the escrow account be removed.

Business

Response:

Mr. [redacted] upon receipt of your complaint I reviewed the

escrow account with our escrow department. They advised that there was a

payment made to [redacted] insurance in the amount of 809.17 and disbursed from

escrow on 9/1/15. The funds came back from the insurance company were

redeposited into the escrow account. The account was analyzed as part of our

routine procedure and due to the system showing a payment for the insurance already

having been paid the funds that were redeposited resulted in a perceived overage

by the system and you were refunded 545.68 on 9/28/15. Two days later the

insurance department received the correct bill amount and paid [redacted] in the

amount of 971.00. Due to the payment of taxes (which should have been paid by

the previous lender) and the disbursements for insurance the account was

analyzed on 10/2 to make sure that the amount being collected was correct. Due

to the higher insurance payment and the escrow refund there was a shortage in

the amount of 786.13. Due to the fact that your mortgage is an FHA mortgage we

cannot remove the escrow account. FHA loans are required to have an escrow

account.Sincerely Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I request Roseanne call me and email me directly as indicated in my complaint. I have been on the phone with supervisor Brandon B almost weekly since I submitted this complain and still have not come to an acceptable resolution as to what happened regarding this account.

Regards,

Business

Response:

Mr. [redacted], it is my understanding that you were contacted by a senior level manager to address the questions you had with your escrow account, if this is not the case please let me know and I will ask someone from the servicing/escrow department to contact you.SincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I indicated that I have not been contacted by anyone in my last correspondence, yet again, I have NOT received a call from ANYONE in upper management. However, I have been working with a supervisor about the issue (also indicated in my last message) who didn't understand how it was calculated the way it was either and was supposed to give me a callback OVER a MONTH ago and never did, despite the voicemails I've left for him. There should be a LONG trail of notes about issues I've had with you guys since you assumed this loan in August and I'm completely disgusted with the run-around. I request a member of upper management with the power and ability to get this solved call me ASAP AND EMAIL me to confirm that I received the call. Please leave name, number, and extension on both correspondences.

Regards,

Business

Response:

Mr. [redacted], Debra D, a servicing manager has been communicating with you almost daily in regards to your concerns. I hope that this addresses your request for a manager to contact you and work with you. Sincerely Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Almost daily? Please don't insult my intelligence with a blatant lie. She has called me twice and the issue STILL has not been resolved. You clearly have the record confused, I have been calling YOU almost everyday since September (as your records surely indicate) with nor resolution to my issues.

Regards,

Business

Response:

Mr. [redacted] below is a report from the manager you have been talking to on Dec 15th. I consider that this matter has been closedI spoke with Mr. [redacted] at approx. 1:30 PM today…I explained again how taxes are disb approx. 30 prior to due date in order to address his concerns over disb in Aug 2015 for Sept 2015 tax payment. He asked if I found out if the Tax Authority was changing the date due. I let him know that we put direct calls into the authorities and they have no other due dates but do hold at their discretion to change the tax due dates. Asked Mr. [redacted] if all his concerns had been addressed and he agreed that they were addressed.

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]. I do not agree with the explanation but consider the case closed. I will refinance with another company.

Regards,

Review: I refinanced my Mortgage with Freedom Mortgage in April 2015 under the IRRL veterans program.

My first payment had the old account number on it by mistake but the check was cashed and not credited to the old account or the new account. I only found out when I was contacted a few days later saying my payment would have to be made or I would get a late charge.

I explained the situation and was assured the late charge would be waived and my funds returned.

I was contacted again about paying the late fee as if the first phone call never happened. My bank held a conference call and faxed a copy of the cashed check ($2170). Once again assured that the problem would be addressed.

Another conference call a few days later and once again it was as if neither of the first 2 calls had happened.

Again BECU faxed the cashed check copy. Instead of fixing the situation Freedom Mortgage applied the "waived" late fee to my next payment which I HAD to pay to protect my credit rating. It is now 59 days since Freedom Mortgage said they would address the matter.Desired Settlement: Return of funds cashed but not credited to my account $2170.00

Return of late fee of $86.01

Business

Response:

Mr. [redacted],I am very sorry for the issues you have had with the payment that was drafted and applied to your old loan. I had been previously advised that the payment was reversed and sent back to you but today, after seeing the new complaints you had posted, I asked the cash department to track the refund check. They advised that it had been applied as a payment on the new loan in error. The payment has since been reversed and will be sent to you via overnight mail. One of our associates contacted you today and advised you of this. Again I am sorry for the confusion, the late charge was waived as well. Please let me know if there is anything further I can do.[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,

I would not recommend this company to my worst enemy! All started out great with our refinance process but one week later it started goin down hill. The communication was horrible. When you email documents that are request and don't hear anything about that email for one week and have to email again to see if they received it then finally get a response that yes it was received and they will take a look at it and get back to you is pretty sad. As a customer I feel that you should be treated as their number one customer not like you are being pushed to the back of the line. In the end we paid for an appraisal and wer told that we would need to reapply after 3 months of nothing. We were told we would close within a month. Lie! Am so unhappy with our experience. If you are thinking of refinancing or anything for that matter with this company, rethink it.

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Description: Mortgage Bankers

Address: 1900 E. Broadway, Maryville, Tennessee, United States, 37804

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