Freedom Mortgage Corporation

Review: We continue to have issues with our payments being posted to our account. This company is not set up to do electronic bill pay from banks. Because of this, banks send checks out of bill pay. Our check this month was sent on 7/2 and still has not posted 7/17. When we called them they have charged us a late fee and the CS rep said it is possible they have the check but have not posted it. How can you say you might have the check, they do have it since it was sent 15 days ago, but still charge us a late fee?Desired Settlement: I want the late fee removed and for Freedom Mortgage to tell their customers that they can't use bill pay.

Business

Response:

Mr. [redacted],I am sorry that you had issues using your bank's bill pay service to pay your mortgage payment. At this time we dod not process them electonically as you are now aware but we hope to in the near future and have a project in process to accomplish that. You were not assessed a late charge as the payment was effective dated the 16th. For now you can continue to use the bill pay service, just all time for mailing and make the effective date of the payment prior to the 16th. Please let me know if there is anything else that I can do for you[redacted]Vice President of Customer ServiceFreedom Mortgage Corporation

I started an application for an [redacted] refi with Freedom Mortgage in June of 2015, but after a month I felt I was getting nowhere with them since they kept asking for the same documentation over and over again, and communication with them was terrible. I decided to withdraw my application for the [redacted] refi and apply with a different lender, but now Freedom mortgage is sitting on my [redacted] case # and refusing to release it to my new lender, which is holding up my loan!

Im trying to refi with freedom right now, we keep getting more items to get checked like water testing..WE were told after the appraisal that we would close and that has been a month. Then they come back with the water test. We got it approved and still havent heard from Freedom when we will close. e started in Feb 2015 and I was told it would be the end of march 2015..we are almost to June..

The guy that came over to assist me with closing was very nice and I feel like he made it personal by talking to me through the process as well as being very patient with me. He made it very easy as well. I would definitely recommend this company to family and friends.

Review: November 15th, 2013

To Whom It May Concern;

Loan [redacted] / Claim [redacted]

Amount: $3717.77 (Citizen's Insurance adjuster [redacted]

I submitted a claim due to an airconditioning unit leak in my apartment that resulted on dry wall and ceiling damage plus around a $6,000.00 investment on a new a/c unit, ducts and repairs. Citizen's Insurance inspected my apartment and issued a check to partially cover for these expenses. I was issued a check under my name and also Freedom Mortgage's name. I was required to mail you that check for endorsement to be able to deposit it and pay for the repairs. My apartment was flooded and I could not wait to get those funds and hold off on the initial repairs. I charged the repairs to my AMEX card hoping to pay that balance and also avoid interest rates as soon as I was able to deposit Citizen's Insurance check.

I faxed some required documents to you of the initial repairs, etc. Finally I was required to mail you the check for you to endorse it. Prior to mailing that check, I called Freedom (Claims) several times to make sure you had my correct mailing address. Since I became your customer, for a good 8mos. I never received any statements or correspondence because you were mailing everything to an incomplete address that did not have my APT number in it. It took more than 10 phone calls to Freedom to correct that issue. Knowing this, I called you to prevent this from happening w/the much needed insurance claim check. Your Claims personnel assured me they had the correct address, I informed your personnel that I was getting returned correspondence from "My Loan Care" indicating my APT number was still missing. On October 29th, 2013, allegedly the endorsed check was mailed to my address w/out the APT number in it. The check was lost, I have been calling Freedom practically every other day and spoken to Shanika Williams as recent as today. [redacted] has been totally useless and has failed to follow up like she promised. I had no choice but ask Citizen's Insurance to re-issue a new check, I was informed that I would have to wait at least 20 business days to get a new check from my insurance and yet mail it back to you in order to be able to cash it. This is totally unacceptable, Freedom Mortgage is responsible for losing my check, for having incompetent staff unable to correct and verify my check was mailed to the right address. What makes matters even worse is the lack of concern, care and professionalism from your Claims Department. Ms. Shanika Williams informed me she would call me back today at 08:00EST to follow-up, she did not and I had to call her around 9:00EST this morning. [redacted] informed me she was too busy to call me, I asked her if there was a mailing address, an email, a fax number or someone I could sent a complaint to. [redacted] told me there was no way for me to bring my problem to anyone's attention. I asked her if there was an office I could visit, I am willing to fly to Greensboro and speak to someone in person since I work for a major airline and I have flight benefits. [redacted] told me Freedom did not allow customers to visit and basically they communicated internally via smoke signals (in a sarcastic and mocking tone). Finally, [redacted] told me she would have her supervisor "[redacted]" give me a call. I waited 6hrs today and called back around 3PM/EST, I was informed that [redacted] was gone for the day. This is the 2nd time I was informed that someone would call me within 24/48hrs, last week I was told the same thing by [redacted]. I also visited your website and wrote a brief complaint since your site only allows 500 characters and no one got back to me. I will file a complaint w/the Revdex.com. I have no assurance that when I mail you the 2nd check in 3 weeks you will not lose it again. In the meantime, I am subject to AMEX interest rates and unable to complete these repairs. I have not been able to hire anyone since I do not have the money to pay for it. Needless to say, it is extremely frustrating to call frequently, repeat myself over and over and get nowhere. Your service is non-existent and your staff is extremely unprofessional and careless. I am beyond upset. I need someone to fix this problem immediately. Freedom Mortgage lost my check and I am at your mercy. I will appreciate feedback from someone in charge.

Thanks.

[redacted]Desired Settlement: Get my funds immediately to complete these repairs and a follow up call or letter from Freedom Mortgage.

Business

Response:

[redacted], as you are aware you and I have been emailing in regards to the insurance check. The check, which was mailed, was returned back to our servicing center due to an incorrect address. You and I are working with your insurance company to ensure that the re-issued check gets properly routed to the servicing center for endorsement and finally mailed to the correct mailing address. I will personally be tracking this as you know. Please let me know if I can be of any further assistance[redacted]Freedom Mortgage Corporation

Review: started refinacing over 4 months ago.did everything they asked faxed all papers the same or next day,credit score is good,appraisel that I paid 505.00 in cash for came back better than good,ive been through 5 differant people know two went on vacation while they had my case.was told july 19 all was good should close by end of the week.on aug 13 was told they cant keep my locked in rate of 3.25 but if I wanted I could do a differant loan and pay off bills and get a 5.25 rate.no other opptions so I told them to send the papers to look at the #s.waited a week no papers called was told he got promoted ill have a new guy [redacted] name [redacted].three days later got a call from [redacted] sayed he didnt know my case so he would get with the two last guys and get the papers to me within 2 days.now two weeks later havent heard or got nothing started calling and emailing asking for help first guy wrote me said he was sorry hell look into it other guy never answered.now on september 4 th I get a call from a lady looking at my file and tells me shes sorry that that file was closed on aug.14 the day after they lost my locked in rate.im permantly disabled and live on ssi thats why im trying to refinance im out 505.00 90.00 for three differant payoff inquaries on my mortgage,all my time and gas getting all papers and faxing them plus at least 2% interest on a 30 year loan.thats 1,000.00s of dollars.and all they say is were sorry.Can a company really treat someone like this and get away with it.I feel helpless and ripped off please help or let me know what to do.thanks [redacted]Desired Settlement: do what they gave me in writing give me my loan at 3.25 the rate they gave me.I did nothing wrong not my fault they just didnt finish my loan.its almost 5 months now.

Business

Response:

Mr. [redacted] I reviewed the history of the application you had in process with us. You application was taken on 4/29/13. You did not return the disclosures until 15 days later, meanwhile the clock was ticking on the interest rate. There was also a 17 day delay when the appraisal order was cancelled because the fee for the appraisal had not been paid. There was also a gap in processing from 7/11 to 8/14 while you and the loan officer were dicussing the Mortgage insurance requirements on the loan. Freedom extedned the rate lock at our cost three times on your application. The last expiration could not be re-locked at Freedom's cost due to the delays. I noticed that the current loan you have is a conventional loan with a rather high interest rate. I also see some discussion about the possibility of re-opening a new application under a conventional program. While the rate would be current market rate it would still be quite a bit lower than your exising rate. If you would be interested in that I can have a loan officer reach out to you. If not I would be happy to refund you the appraisal fee you paid. Please let me know by emailing me at

Freedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

On aug,21 [redacted] emailed me and sad he had been transfered and that he gave my case to his freind named [redacted] and that he would call me,a week later he called me said he would talk to [redacted] and [redacted] because he knew nothing about my case I was still waiting for a closing date but they told me the tax papers werent back.sep,3 [redacted] called me and said my new prosseser was [redacted] then a week later I got the phone call telling me my case was closed 8-13 the day they lost my locked in rate and they still didnt get my tax papers back yet.so [redacted] closed my account and passed it on before he left.I have all my emails to prove all im saying.it wasnt because I wouldnt pay the tax no I didnt want to and was told I shoulnt have to because of my appraisel coming in high I was under the 80 persant.[redacted] even sent me a good faith letter without the pmi on it.

Regards,

Review: Freedom Mortgage is charging consumers a $30 fee to obtain payoff amount for home loan. They do not give you the information online when logging into you account and charge you the fee to request it online and to call and request the information. This is information that is necessary to pay off you loan and may need to be accessed several times if selling your home. I do not believe the company should be able to charge this outrageous fee without giving you the opportunity or ability to obtain the information through the consumer's online account. This is set up in a way that the consumer has absolutely no other option than to request the information, allowing the company to charge a fee.Desired Settlement: Ability to obtain the information online or discontinuation of fee. I would also like a refund for the fee charged to get the payoff on my loan to sell my home.

Business

Response:

[redacted], upon receipt of your complaint I reviewed your account. Payoff charges vary by state and by the type of loan. The fees can not exceed the amount allowed by the state however FHA offers further guidance and they allow for the 1st two payoffs to not have a fee (in a since 12 month period). The rep should have said that the payoff fees can be up to 30.00 depending upon the above variables. I would be happy to provide you with a payoff statement. If you would still like one please email me at [redacted] and I will send you on via email.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: My mortgage was sold to Freedom Mortgage in July 2013. At this time, I contacted them to verify my information and confirmed that my school taxes were due in August 2013. They assured me that my taxes would be paid on time and that they were aware of the situation. As time progressed, I noticed that their system clearly documented that my taxes were due, yet, they had not been paid. I called customer service and they stated that my taxes would be paid soon. After another four calls, with customer service stating that my payment is "pending", I am officially filing this complaint.

I do not understand how if your system is telling me when payment is due, you cannot complete the transaction?!? I just received a letter from my local school district stating that my account will soon be sent to collections and a lien may be placed on my home. In all of my years with [redacted], I NEVER had a situation like this. In fact, my payments were always made early. I have even spoken to management and no one seems to be able to correct this situation. I feel that their ability to complete tasks is inferior and if I could I would switch mortgage companies immediately.Desired Settlement: I would like for them to pay my taxes, even tough they they are four months late. I feel that they should also be send an official apology letter because they way they have handled the situation so far is appalling.

Business

Response:

Mr. [redacted], I am very sorry for the furstration you have experienced in trying to get the past due tax bill paid. After reviewing the account it seems that the tax service did not notifiy our servicer that there was a bill due. That prevented the disbursement in August and resulted in the late payment of the taxes. The payment has disbursed and you will not be charged for any interest or penalties as our servicer will pay those out of their own funds. The payment will refect as paid before year end for tax purposes. If you have any questions please feel free to contact me at [redacted]Vice President Freedom Mortgage Corp

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: 1: My personal loan representative never returned my voicemails or emails.

2: I was forced to send the same stuff over and over but wasn't kept updated on my file.

3: The closing date was set and confirmed. The day of the closing at about 1 pm I was contacted by the attorney and everything was set. At 7 pm when the closing was going to happen I called the attorney and he said the closing was cancelled and he received notice at 4 pm. He thought the company called me so that is why he never called me again. The company never called me or sent me an email. I called my loan officer but they never answered. I tried their supervisor wit the same result. I tried other departments and was constantly interrupted during my explanation and was spoken to condescendingly.

4: The online website to check my status doesn't work.

5: I have had nothing but problems from this company despite paying promptly.Desired Settlement: I expect the closing to happen by Friday October 2, 2015. I expect to not have to pay my October 1, 2015 payment as was previously discussed and confirmed via email. I expect to make my first mortgage payment at my new rate on November 1, 2015. In short I want what was supposed to happen on September 30 to happen by October 2.

I also expect an apology from [redacted] and their Supervisor for not keeping me informed and causing major problems.

Business

Response:

Ms. [redacted], I do apologize that you were

frustrated by the refinance process. When your complaint was received one of

our processing managers reached out to you personally and apologized and

expedited the file which has since gone to closing and has funded. Below I will

address the issues you experienced while the file was in process1: My personal loan representative never

returned my voicemails or emails. Upon receipt of the complaint we pulled all

calls and emails between yourself and the loan processor. It was noted that the

processor could use some retraining in regards to being responsive to phone

calls. She did return emails but the level of response to phone calls was not

acceptable. This has been addressed with her and she will receive additional

training. 2: I was

forced to send the same stuff over and over but wasn't kept updated on my file.The

issue was that some of the items requested, in particular the bank statements

were not showing what was needed. The first one did not have sufficient funds;

the second did not show your name. We were not trying to be difficult; we just

have to have the proper documentation in our file3: The closing date was set and confirmed.

The day of the closing at about 1 pm I was contacted by the attorney and

everything was set. At 7 pm when the closing was going to happen I called the

attorney and he said the closing was cancelled and he received notice at 4 pm.

He thought the company called me so that is why he never called me again. The

company never called me or sent me an email. I called my loan officer but they

never answered. I tried their supervisor wit the same result. I tried other

departments and was constantly interrupted during my explanation and was spoken

to condescendingly.We checked our phone records and the

processor called at 4:53 pm on 10/2 and left a message that the closing had to

be rescheduled and that she would call you back on Monday to see what the best

time would be. 4:

The online website to check my status doesn't work. I am not sure what online system you are

referring to but would be happy to have that looked into5: I have had nothing but problems from

this company despite paying promptly.Again I am sorry that this was not a more pleasant

experience and I am available should you need any assistance in the future.Sincerely [redacted]Vice President Customer Service

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: January is the second month in a row that Freedom Mortgages Online Payment service has not functioned correctly. The website requires two logins, which I provided the correct login information for both and the website neglects to ever bring me to the screen I need to make my online mortgage payment. Last month because of this fact my mortgage ended up being paid late because of this and I was charged a late fee and had to pay a convenience fee for making a phone payment. I do not have nor have ever had any delinquent payments with this company so I requested to be reimbursed (for both the late free and the telephone fee) due to their website's error. I was informed they had to submit the request to their supervisor and that I would be notified if it was approved or not and that they would let me know if the request was approved or not at a later date. Well, they never did let me know and I have never been reimbursed. Now, one month later, their website is still not allowing me to make an online payment so I will once again be forced to pay the $15 fee to pay my mortgage over the phone. Additionally, I do not mail my payment because on two separate occasions Freedom Mortgage has made mistakes with my payment using this method. The first time they applied my payment to my old loan, which is no longer active and then threatened to hit my credit because they said they never received payment to the loan that was actually active because they applied to it to the old loan. I had to gather my bank statements and prove to them the check was cashed by them before they would fix the problem. The second time they said they just lost my payment. When I lived in [redacted], VA, I actually went went to their office location on a monthly basis in person to pay my mortgage because that was the only way I trusted that it would be received correctly. This organization is the worst I have ever dealt with and I have been with them since 2009 and it has never improved.Desired Settlement: I would like their website to be fixed so I can make online payments. Additionally, I would like to be refunded last months late fee, and the two convenience fees I have had to pay in order to pay my mortgage over the phone due to their website not functioning correctly.

Business

Response:

Tell us why here...Mr. [redacted], I am sorry that you have been having issues with the website. It is my understanding that [redacted] has refunded the lat charge to you and have sent you that check in the mail. If this is not correct or if you continue to experience issues with the website please feel free to email me at [redacted]Vice President Freedom Mortgage Corporation?

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Additionally, the VP of Freedom Mortgage contacted me directly and showed an honest concern for rectifying my problems, which were resolved. Thank you.

Regards,

Review: I received a post card in the mail with most of my social security number listed as the PreApproval number. That is a breach of privacy and really inappropriate.Desired Settlement: 1) I do not want anymore post cards from them and 2) I want to know how they came up with the PreApproval Number and 3) where did they collect my information from?

Business

Response:

Ms. [redacted], the information on the solicitation comes from the credit bureaus and is not obtained using a social security number nor is one provided by the bureaus. [redacted] supplies this type of information to third parties but only provides name and address. The pre approval number is randomly generated by a computer and it is a coincidence that is resembles your social security number. We have removed you from our markting list. To be removed from [redacted] list you can call ###-###-####, this is [redacted] and they will ask you for your social security number to identify you. If you are not comfortable with this you can send the request in writing to:[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: When you log onto the account to try and view your loan info, to include escrow account, balance, amortization schedule, and many more links, it send me to loan care interface. I have registered with them, and it says that I am a Freedom Mortgage account and talk to them. I called and both companies and they point back and forth, and they both have said that Freedom has connection issues all the time to access the info. This needs to be fixed!Desired Settlement: Freedom Mortgage should contract another company for supply all necessary resources to fix link issues and provide reliable service and connection to clients info. In this day and age, connection issues should not happen and info should be at our finger tips.

Business

Response:

[redacted], I am sorry that you were having issues logging in. I can have someone assist you personally if you would let me know if you are still having problems. You can email me at [redacted] Most of our borrowers have no issues using the website so we would be happy to assist so you do not have any trouble in the futureSincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: Freedom Mortgage was due to pay my insurance company on the September 1st, 2015. THEY DID NOT MAKE THIS PAYMENT ON TIME. Freedom missed payment and, as a result, my insurance company took action to cancel my homeowner's policy. This additionally resulted in the removal of my multi-line discount on my car insurance.

Freedom Mortgage eventually paid my homeowner's policy on the 16th. My insurance company reinstated my insurance policy and pro-rated the multi-line discount, resulting in a $20 increase in my car insurance policy. Let me restate, their mistake resulted in an increased cost for my car insurance.

Since then, I have spoken with 6 associates and 2 managers, all telling me a different story. They requested proof of the price increase, which my insurance company happily provided. My insurance agent spoke with a supervisor, and we received notice that they would process a refund in 7-10 business days. Shortly after this, yet another representative called and told me that her supervisor would now need to review the case to determine whether I would qualify for reimbursement. I spoke with her supervisor, who told me he would need to defer to the original supervisor to decide. He advised me that they are not able to communicate or make notes within a system that each separate division may see, so there is nothing more he can do.

So the moral of this is, I am now stuck paying more for my car insurance policy this month as a result of Freedom Mortgage's mistake. Nobody there seems to know what is going on, or wants to take responsibility and ensure I receive a refund promptly. I have had to pay my car insurance policy without guarantee of reimbursement, or any further knowledge of the situation. I have spent well over 3 hours of my time attempting to resolve this problem, to no avail.Desired Settlement: Freedom Mortgage should be held accountable for their actions and mistakes - they need to COMPLETELY resolve the error, not just make a payment 2 weeks after it is due. Their error resulted in an increased cost to me, and they should be responsible for paying that difference.

I also believe they need a complete review of the way they handle client issues as I have been the one to personally bear all burden. Not one Freedom representative was willing to see a resolution through to the end.

Business

Response:

Dear [redacted],Upon receipt of your complaint I asked our escrow departmentto reach out to the vendor we use to handle the insurance policies and thepayment of the premiums. They reviewed and found the following. It seems thattheir processor misread your Condo Association’s master policy and thought itcovered from the walls in. As such they removed the requirement for the H06policy you have and as such did not have the disbursement date on the system.Additionally since they did not show that individual coverage was needed theyalso did not send out any letter regarding renewal information. Due to thiserror in processing the vendor will be forwarding 20.00 to your escrow accountto reimburse you the additional cost associated with the reinstatement of thepolicy. On behalf of Freedom Mortgage I do apologize for the error on the partof our vendor and we will make a review of similar loans to be sure that thiserror is not repeated. Sincerely [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: I have been working with Freedom Mortgage for my current loan and also for the streamline refinance they offered me due to the PMI rate drop. I have had several people drop the ball in the process as it has been since Feb until date that I am still working to get this loan closed. People either left the company and my loan didn't get passed on, they stopped responding, they lost my bank statements 3 or 4 times, they refuse to return calls including the supervor [redacted] whom I was only provided a number for and have left message with no response. I now finally worked through these terrible customer service. Also I recieved a call from the last office [redacted], who advised that he recieved an email that he was informed that I have mail at my house that makes them feel as if I am married. I am not sure why anyone would go through my mail as thats illegal but my tax documents would be enough to advise otherwise as well as my application. He stated he never heard of this before so he cant provide details. He also failed to contact me and advise of money that I needed to bring to closing and no one sent me my documents as promised. I had to track him down to verify the amount since I was told I wouldnt need anything in the beginning of the transaction. He then told me double what I was to bring and advised he was looking at someone elses account. The last thing is I was schedule for a notary this pas friday at 7;30 pm. They confirmed and then did a no call no show. I still have not heard anything to date.Desired Settlement: They need to correct the errors and level of customer service and lack of proctection of my PHI. I expect timlines and for people to do their job. I am told one thing and then another. This is my home loan I shouldnt have to trace you down. You offered me a 3.75 and then switched to 3.875 I should be elig for the 3.75 as offered back in Feb since your employees cant get it together. I also should not have to bring money to closing as promised. Im still waiting to hear back since no one showed up to close friday. I have lost funds since I was suppoed to be working overtime but instead I was waiting for someone who doesnt treasure my time or your complanys brand!

Business

Response:

[redacted], I apologize for the frustration you experienced during the processing of your refinance. All activities that took place are being reviewed at the highest level. We escalated the file and my understanding is that the loan has closed. There was an issue with the settlement statement that is in the process of being fixed and your loan is set to fund tomorrow. If you need any further assistance or would like to discuss this personally I can be reached at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation?

This company has been nothing but a headache I refinanced with what I thought was going to be [redacted] and somehow ended up with Freedom at the end of January. First issue was somewhere in between my house insurance which is supposed to be escrowed in was not paid, so I had to pay that out of my pocket which never was acknowledged by either, at first I brushed it off due to supposedly it being sold. But then I'm being contacted saying my escrow is short, so I pay the amount its short, now they are raising my monthly payment more saying escrow is still short. This is ridiculous because all of this has gone on over the period of 4 months by the time it officially closed. Customer service seems unwilling to work with me and even though I have complained they did not even look into it before taking an automated payment from my account for more than I authorized at the begining. I am disappointed in the lack of courtesy they show to their customers, and that it appears they are not interested in customer loyalty.

Review: I refinanced to lower my interest rate and payment and all was fine till 3 payments later I went from $636 a month to $900 they said we had a escrow deficit of $1800 and we would have to pay that amount for a year then the payment would be $700 a month. our original escrow account from the first co for$1200 was transferred to them from my bank account.they even deposited$638 which they financed in with the loan for escrow where is all my money and how do I get this resolved all they want to do is send me a PAYMENT HISTORY ? [redacted]Desired Settlement: according to our calculations $1800 cash and our payment where it is supposed to be

Business

Response:

Ms. [redacted], I reviewed the history on your account. Homeowner insurance was paid on your settlement statement in the amount of 829.00 to [redacted] Insurance. Then shortly after the loan boarded we were billed again for your insurance premium and we paid that from escrow. This was an unexpected disbursement and would cause a shortage in escrow as a result. We contacted the insurance company and they advised that they had refunded you the 829 that had been collected at closing. Thise funds should have been sent into servicing to be deposited into escrow. The remainder of your shortage was a result of an increase in your taxes and insurance. You paid the shortage over a 1 year period and the loan was analyzed again. The payment went down from 900..71 to 819.90. The fact that you payment has increased is due to increases in the taxes and insurance and is something that can always occur. please let me know if you need anything further.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The insurance was paid by [redacted] bank before closing with freedom and the agent told them that it was paid and not owed! freedom still did not disclose where the $638 whent that they financed in the loan or where the money went that was forwarded to them from the escrow account from [redacted] and simple math tells all our taxes went from $600 per year to 1000 and insurance did not double! we were financed at a payment of $636 per month and even at $817 they are still collecting almost $2400 per year and when we paid $900 for one year they collected almost $3600 in escrow also we were told that after a year of $900 payments our payment would be $746 and they still say we have to pay $817 doesn't add up and why is this the most common ciomplaint against this co.? when you tell somebody onething and do another THAT IS FRAUD! WE REFINANCED TO LOWER OUR PAYMENT AND YOU DID JUST THE OPPOSITE! IF WE CAN NOT GET THIS RESOLVED IMEDIATLY I WILL BE FORCED TO TAKE OTHER ACTION. FEEL FREE TO CONTACT MY HUSBAND AT [redacted] ANYTIME

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:No this is not resolved and had I benn able to open your last noticeI would have responded as I am not satisfieid and they need to learn how to add! how can there be so many complaints against this co for the same reason if they are not true

Review: This company continues to post my payments as late even though they receive my checks prior to the late fee cut off. Without investigating the issue, [redacted] refused to reverse the charge even though in the past after investigating when my check was received, the company discovered that the check had been timely received.Desired Settlement: All I wish is that the late fee be reversed as it was charged in error.

Business

Response:

MR. [redacted], I do apologize that you are having issues with the payment posting prior to the late charge date. We have removed the late charge that was charged against your account. Please let me know if Ican be of any further assistance.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: In March 2014 I was notified that my escrow was adjusted and in a shortage of over 3,000 dollars which immediately changed my monthly payments for my mortgage. I contacted the service provider immediately ([redacted] Loan) for guidance on how to resolve the issue. The customer service rep advised me of how to obtain paperwork from the county to submit and stated this was an issue which could be resolved within about 5 business days. I obtained this and submitted to the company in April 2014, called to follow up as advised that this was being processed so that my mortgage payment was back to the original payments agreed upon at closing.The customer service rep at that time stated it was being processed for a decision. I was then mailed a document stating my service provider was changing to [redacted] (still under Freedom Mortgage) and that I had to contact them as my loan was frozen and no adjustments could be made. To this day I have emailed and called for guidance on how to move forward. I am being told different things each time and my most recent email went unanswered. The most recent conflicting information was on 8/8/14 when a rep. assured me that I was submitting all the correct information they needed and on 8/12/14 I would have a document in the mail confirming the adjustment, resulting in a refund check. On 8/13/14 I called in as I did not receive anything. I was told no request for further information was made on 8:8/14, the pending issue was they tried to call the [redacted] office but could not reach them and on 8/13/14 they put in the request in that I should follow up today 8/15/14. I followed up again 8/15/14 to see if they were able to contact the [redacted] office and they stated the information that is now required will not be available until Nov. and to call back. If this is accurate and the companies policies/requirements I have no problem following back up in Nov. to obtain this for them but how can I be certain I'm being told the correct information?Desired Settlement: I would like my loan to be adjusted to the contractual agreement at closing. I would also like a refund for the access funds in my escrow account. I have done everything both service providers have advised me to since April 2014. I will still follow up in November as instructed but I don't understand why they cannot adjust my loan to my payment agreed upon at closing within a timely manor. I am trying to be proactive to resolve this issue immediately.

Business

Response:

Ms. [redacted], I am sorry for the confusing information you were getting from the servicing area. Typically we can not adjust a borrower's escrow account until we have an actual bill. I asked the tax department to research and see if they could find any additional information about your taxes. They did so an let me know that they would make the adjustment prior to the bill being available based on the new estimation at the assessors office. The tax amounts were updated and the account analyzed. The new payment is 809.34 and a check in the amount of 2026.17 will be mailed out to you on Monday. Please let me know if you have any questions

Review: We were offered a refinance opportunity with freedom mortgage through our current mortgage lender [redacted] loan servicing. our refinance initially started the end of May 2015 we had a closing process at our home June 9, 2015 documentations were lost which caused the refinance to be delayed one month and instead of closing in July. it is now the beginning of August and we have yet to close. Since I was told multiple times not to make a July mortgage payment with the delay of the refinance we were now charged a late fee through our current mortgage lender that no one is willing to take off. Our current mortgage payment is due and I have left multiple messages tried contacting different departments with Freedom mortgage and have gotten nowhere as to when we will close or the process in general. I am now in danger of being late one more month for the mortgage. I feel that we should not be responsible for that late fee seeing that it was not our error but freedom mortgage's error in losing personal and confidential information. Our processor has not contacted us after messages and complaint and emails have been sent via her own company [redacted] loan servicing is refusing to take the late fee off and I feel that it is unfair since we have never been late on the mortgage payment and it was not us not wanting to pay them but us being told not to pay by both companies so we would not delete the refinance any further.Desired Settlement: I want to have the late fee of $65.98 taken off our mortgage payment. I feel that it is unfair to penalize us for a payment delay when freedom mortgage's error caused the late payment.

Business

Response:

Ms. [redacted], I apologize for the length in time that it has taken to process your refinance, I understand that there is now an issue with the [redacted] case number that is holding things up. I am being told that that issue was resolved today. I submitted a request for a refund check in the amount of 65.98 be sent to you for the late fee. [redacted] charges the fee and Freedom can not waive their fee but we can refund you for it. The request was submitted on the 24th and it usually take about 2 weeks for the check to be mailed. If you have any questions or would like to discuss this situation further please feel free to reach out to me at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Also I realized that the amount I had requested to be refunded was documented incorrectly on my part with the actual amount of the late fee being $41.37. My monthly payment is $1649.62 and I was charged $1690.99. I just want to make sure that is corrected and I am not being refunded more money than I had actually paid. Thank you> Regards,[redacted]

Review: Freedom mortgage has been engaged to refinance an existing mortgage with a newer loan with a better rate. After all approvals were met, freedom mortgage set a mutually agreeable closing date of 12/10. I have repeatedly requested either a HUD-1 statement or a closing disclosure form as mandated by FHA guidelines. Freedom mortgage has steadfastly refused to provide any statement of closing costs, escrow transfers, loan costs, or any detail showing how they came up with their 'cash to close' monies. I have been in daily contact with [redacted] ([redacted]) and asked approx 5 times for this to be escalated to management. No responses have been made other than for me to get a cashiers check ready for closing with no detail as to how that amount was calculated.

Additionally, Freedom mortgage has marked my existing loan as being 'in forebearance' although I have never been late a single time nor ever requested any such arrangement. I was told over 2 months ago this was a system glitch and would be corrected. To date, nothing has been done

I am now stuck as it has taken 90+ days to get to this point and interest rates has risen with Freedom mortgage competitors given market conditions.

This has been a horrible experience, Freedom mortgage offers no transparency, seemingly no ability to create a balance sheet justifying their positions, and has exhibited no desire to answer my concerns whatsoever.

To be clear, it is my understanding they are now in violations of federally mandated regulationsDesired Settlement: 1. Detailed statement on all aspects of the mortgage (I should have to demand this)

2. Correction of misstatements on credit report.

Business

Response:

[redacted], upon receipt of your complaint I asked our processing area to research the issue with the closing disclosure. They advised that you had elected to receive the closing disclosure electronically. One was sent to you in that manner on 12/10/15 but it has never been opened. Additionally we pulled phone calls between yourself and our staff and we never refused to send you the closing disclosure. On 12/9 at 4:04PM Kerry Frysinger sent you a copy of the initial and final closing disclosure. Your loan has since closed and funded so I assume that you agreed with the figures. As for the credit reporting, FISERV, the vendor whose system we use for our loan servicing functions, reported a number of loans to be in forbearance in error. This occurred at the end of October and was corrected within a few days. The loan is not reporting as having been in forbearance. Sincerely [redacted]Vice President Customer Service Freedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1. I never received the documentation as the Vendor states2. I did repeatedly ask for the documentation as requested....I will be happy to provide the emails from Jeff Petersen as proof. Its funny to me that all this research was done without a single contact initiated to myself3. Negative credit reporting is a serious issue, a single "oops" is unacceptable. 4. After this complaint I have spent hours on the phone trying to resolve the "numbers" issues that were entirely incorrect leaving the old loan without the ability to close. Freedom mortgage "oops" again and paid my property taxes twice/ While I did indeed close the loan, it has been with nothing but problems....I essentially had to work through all their incompetence at each and every phase. I honestly have no idea how this company stays in business. I highly suggest any customer considering using their services to think twice.

Regards,