Freedom Mortgage Corporation

Review: Freedom Mortgage, due to very inaccurate and flawed accounting practices, reported me as 30-59 days late to the credit bureau ([redacted]). While I acknowledge I made two errors with my account, I made several attempts to rectify the situation and make sure Freedom Mortgage was paid. They refused to listen to me until 30 days later when they discovered I was indeed correct in their accounting error and at that point, with no further conversation with me, they credit reported me.Desired Settlement: I respectfully request a full investigation on the part of Freedom Mortgage into the errors made in their accounting system that led to my late payment reporting and that they retract this from my credit report immediately.I further request that any late fees or processing fees be refunded or stricken from my account.

Business

Response:

Ms. [redacted], I apologize that you had this issue. I reviewed the loan and a representitve should have followed up with you but did not. We have waived the last charges and have sent a correction request to the credit bureaus to reflect the account as paid as agreed. Please let me know if I an be of any further assistance[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: My wife, [redacted], and I applied for a home equity loan for our property, reference loan# [redacted]. We were charged $500 for the appraisal and an appraiser was assigned to complete the appraisal. When we received the appraisal the appraiser appraised the house at $105,000 which is $40,000 less than when our house sold for $145,000 in 2008. The appraiser also used comps that were nowhere near the quality of our home. We disputed the appraisal and sent information to Freedom Mortgage that should have helped the appraiser reach a value more closely suited to our home's value. We even sent info on a house that just sold on our street for $148,000. That same house sold for $128,000 in 2007 and has now sold for $20,000 (16%) more. That house is not as nice as or home, nor is it completely remodeled like our home is. Common sense would say that our house is worth as at least as much as this home, but it should also increase in value (a minimum 16%) like that house did. When the appraiser was given the new comps and info, he kept his appraisal unchanged at $105,000. We are being told, based on our property's extensive renovations and location, that it should be listed for sale at $175,000 (40% more than the appraisal), and this was also related to the appraiser, and he was given other comps proving that. After looking at the information provided to the appraiser, a layperson can see that the appraisal of our home is completely skewed, and it now appears that the appraiser is purposely refusing to consider the information provided to protect his reputation. All of this info was provided to our point of contact, [redacted], at Freedom Mortgage. Mr. [redacted] is telling us that we would have to pay another $500 for another appraisal, although we have received a subpar appraisal, from an appraiser who is protecting his reputation.Desired Settlement: Due to such a skewed appraisal, we are requesting a new appraisal paid for by Freedom Mortgage, or a refund of our $500 appraisal fee.

Business

Response:

Mr. [redacted], I am sorry that you disagree with the appraised value that the appraiser came up with. We would have very much liked to do your refinanace for you but due to the low appraised value we can not proceed at this time. I will be refunding you the 505.00 which you paid for the appraisal as a gesture of good customer service. You will be getting a check in the mail in about 10 to 12 business days. 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.

I would suggest to Freedom Mortgage that they no longer use this appraiser, due to the fact that he will not consider other information when it is provided to him.I would hate for someone to be put in the same position as us, and then have no recourse against his appraisal.Although we are thankful for the refund, we would also suggest that Freedom should attempt to seek a refund from the appraiser and/or appraisal company for their lack of duty to analyze and use all data that was provided to them.Sincerely,

Review: Antonio [redacted] and Gwendolyn [redacted] have been absolutely terrible in our refinancing. We started this "3 week" process in October and are now almost in January should be called refi in a quarter. We go weeks without hearing from either one with daily phone calls being made to them to be told oh we need this paper or that after being promised they have everything. The underwriter supposedly just needing to sign off and do the final approval. Gwendolyn said that would be 24-48 hours it's been almost a month. She told us not to make our December payment because we would close before "it would be late" now putting us in a financial hardship because we listened and its Christmas time. The communication and disorganization of hearing week after week they have everything and it should only be 24-48 hr turn around time have been disheartening and an unneeded stressful experience! I don't know how this company stays in business. Sadly still I must wait on freedom mortgage.Desired Settlement: Complete my refinancing that should of been done in November and not cause a negative impact to my credit because my family trusted your terrible advice.

Business

Response:

Mr. [redacted] upon receipt of your complaint I asked the operations manager to review your file and escalate the processing as needed. They advised that all that was needed at that point was a new payoff and an updated credit supplement. Those items have since been obtained and the loan has been scheduled to close on 1/9/16. Please let me know if you need anything furtherSincerely[redacted]

Review: Freedom mortgage has made it impossible to log in to their website to pay my mortgage payment. Every time I try to login it tells me it is unavailable. This is primitive and ridiculous to have a website like this. They need to fix it.Desired Settlement: Fix the website so that it is usable for payment 24/7, or have 24/7 customer service by phone. You have neither of these things at this point.

Business

Response:

[redacted], I do apologize that you had issues with the website. We did have intermittent outages over the last few weeks. I have been advised that those issues have been resolved. If you have any further issues please email me and I will have someone assist you directly[redacted]

*Sincerely [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: On October 1st, 2015, I spoke with a customer service representative who stated that I will be able to cancel my Primary Mortgage Insurance (PMI) if I get the Loan-to-Value (LTV) down to 80%. So, I put a $12,000 payment which was taken on 10/5 towards my principal which took my LTV to 80%. The customer service representative stated she would put a request in for a cancellation of my PMI. Since October 1st, I have written 5 emails along with sending 5 faxes requesting the crenelation of the PMI. Furthermore, I have had 6 phone calls to 6 different customer service representatives along with 1 manager about the issue. 3 customer service representatives sent fellow up letters to the PMI department requesting the cancellation and the other 3 customer service representatives along with the manger all gave me different answers on why my PMI is not cancelled.Desired Settlement: I want my PMI cancelled.

Business

Response:

[redacted], upon receipt of your complaint I reviewed the loan and the request for the removal of the PMI. The loan is eligible for the removal of PMI however you also submitted a request to have the 12,000 principal payment you made returned to you. If we do that then the loan would not be eligible for the removal of the PMI. I assume that you want to leave the principal payment and remove the PMI but I ask that you email me a confirmation so I can advise the escrow department on what to do. I can be reached at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have been in contact with with a customer service representative who said he is working personally on the case. Also, I have been told before that they are working on the case and nothing has been taken care of. The main reason why I am rejecting this is because nothing has been taken care of.

Regards,

Business

Response:

[redacted], my understanding is that we have been in communication and that we resolved this issue to your satisfaction. Please confirm for the Revdex.com Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: I received an updated credit report where Freedom Mortgage erroneously updated my trade line with the comments of "Account in Forbearance". This information is incorrect as I have never been late on my payments or asked them for a Forbearance program. Their actions are unacceptable and not appropriate to service VA loans if credit reporting can not be done correctly.Desired Settlement: I would like the credit report comments to be removed immediately and corrected information only be reported.

Business

Response:

[redacted], Thank you for your correspondence. Please be advised that we have been made aware by FISERV, the vendor whose servicing platform we utilize for all servicing functions, advised us yesterday that they, in error, reported a number of loans as in forbearance. we have been in contact with them multiple times each day since this notification. They have already sent an update to the credit bureaus and will be sending additional data until this has been corrected for all borrowers affected. The current ETA for completion is this Monday. They are very concerned and apologetic about the error on their part. If you need anything in writing please email me at [redacted]Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: Began the process to refinance mortgage company almost 1 year ago.I submitted all the items and paperwork they requested. At one point the refinance was about to be complete- the notary at my house, me with the cashiers check required, when the notary discovered that my ID and the name on current mortgage weren't the same ( maiden name still on house)- which they sould have caught Pryor to closing as they had my ID faxed to them.they tell me no problem for next time- they just need to put aka on the next paperwork. The deal was on the month of closing I will be using the money I use for my house payment for closing costs- so every month I wait to here from them to see whether we are going to close or do I need to make the payment.so every month I have paid the payment lat e- accruing late fees.six months in- I get an email saying the process has taken to long , we need to start all over- so again I submit the requested paperwork .no fault of theirs- they would ask for a bank statement- the statements only come out once a month and would not reflect what was actually in the bank- but then I went to the bank and got a recent history of transactions which did show the money they needed to see. However when faxing the items from a ups store- it showed their fax wouldn't accept all the papers- only 4 of 13 were sent- which I communicated.so we had to try again the following month- sent a transaction history showing enough money- confirmed that they did receive it! Then I don't hear anything ,contact them- then they say I did not give my financial info after 90 days of trying and they will not open request again. Over and over again I tried to do what they asked-as I did not want to start over with a new company- but the ball was dropped too many times and I'm left with accumulated late fees and high interest rate.Desired Settlement: I would like them to reopen my refinance and complete it in a timely matter- I would like them to receive my info I send to them -if fax isn't complete then let me know in a timely manner so I can resend it.

Business

Response:

Ms. [redacted], I do apologize for the difficulty you were having with the refinance. You application did take a long time to process and there were some issues with your name and the subordination agreement but it still should not have taken as long as it did. We have since approved and closed the loan, we as the lender applied additional credits to keep the interest rate and closing costs as initally promised. Please let me know if I can be of any further assistance[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: I have had a mortgage with Freedom Mortgage for about 25 months. I just recently (3 months ago) ran my credit report to make sure everything is accurate. I found that Freedom Mortgage has never reported my mortgage or the payments I've made to any of the 3 credit credit bureaus. I have emailed them several times and provided a credit report (at their request). They have done nothing to fix the issue and continue to tell me their is nothing they can do.Desired Settlement: To start reporting my mortgage to all 3 major credit bureaus and report my payment history for the last 25 months

Business

Response:

Mr. [redacted] upon receipt of your complaint I asked our sub-servicer [redacted] Servicing to look at your account. They advised that a block on your account, which is placed there when the loan first boards their system was never removed in error. They have contacted all three credit bureaus and provided them updates. [redacted] and [redacted] are now reporting your history and [redacted] will be doing so effect after their August cycle. Thank you for bringing this to our attention and we apologize for the trouble this may have caused you.

Review: I have been working with this company for a refi. Let me tell you, it is a handle from beyond. Twice, I have been told I am closing only to have the organization fall through. Think it's time to take my business elsewhereDesired Settlement: Closed the deal

Business

Response:

Mr. [redacted] I reviewed the application we have in process and it does appear that this has been going on for an extended period of time. From what I can tell we did and still do have issues getting a verification of employment from your employer and you also opened up a new credit account on 12/29 for which we needed to verify the balance. The file is currently in closing waiting on the verification of employment. I have escalated the file to the operations manager overseeing this department to see if they can push this thru to closing.Sincerely[redacted]

Review: I was informed by the Monroe County IL tax office that my taxes were delinquent. Upon receiving the letter, I contacted Freedom Mortgage (FM) on Nov 16th. They had the wrong dates for my taxes being due. FM informed me to email them the documentation, which I did. I was also informed that my escrow is available to pay these taxes. I informed them that my taxes would be sold by Dec 22nd, a tax lien would be placed on my home, and that I would be publicly shamed on Nov 25th via the news paper. I also informed them that this could affect my credit and my career as a Government employee. I received a letter from Freedom Mortgage on Nov 20th stating it would take 30 days to research. I called again on Nov 30th and no action had been taken. After mentioning lawyer, FM finally called the Monroe Country Courthouse to verify my taxes were due. I called again today for a status (Dec 2nd) and no updates have been made. Freedom Mortgage has the required information and is not paying my taxes, penalties, and late fees in a timely fashion.Desired Settlement: Depending on when my taxes are paid, will determine my desired outcome. At this point, I want my taxes paid from my escrow immediately.

Business

Response:

[redacted], upon receipt of your complaint I asked our tax department to review the tax bills and due dates. They researched and advised that the taxes that were due in June should have been paid at the time of closing, which was May 2015. It seems that the bills were released late by the tax office and as a result when we disbursed on 8/18/15 for the September bill this paid the June installment but because we were not aware of the bill being past due the next due date for taxes moved forward to 6/1/2016. I am sorry that this situation caused you distress, we were unaware of the unpaid June installment until you contacted our servicing center. They could have acted more quickly in researching and disbursing the payment. The payment was sent on via overnight mail to the tax office on 12/7 by the tax service, it was disbursed from your escrow account on 12/3/15. You were not charged any interest or penalties as only the base amount was paid from escrow. Please let me know if you have any questions Sincerely [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: I am/was seeking a loan on an investment property. Down payment was to be up to 35% of the purchase price of the property. I was billed for services by Freedom. My loan was sent to the underwriters with an expansive amount of requested information, basically everything that they requested and then some. The "Underwriters" kept coming back with questions about addresses and business entities that I have no relationship with, no ownership of, and no way to get access to those records for them. I have lost the ability to purchase this property now, as the whole process took almost two months, and I am being blamed for the loss of the loan for not forwarding "requested" information. I cannot provide information to them on businesses or insurance that I do not own. A loan company should no be this incompetent in their collection of information. I lost out on this transaction and purchase of property because of this incompetence. I have the emails saved if forwarding this would help to document any of my allegations.Desired Settlement: I would like to have my investment property, as I already have a tenant and I can certainly afford it. But, their delay has cost me the deal, as the seller has gone elsewhere because of this delay. Therefore, I want them to refund the cost of my doing business with them and any charges that I have incurred with them. I also would like some assurance that no negative information from this transaction is on any database under my name.

Business

Response:

Mr. [redacted], I reviewed your loan application and while I see that a lot of documentation was requested, your file was very complex with multiple properties associated with you or businesses that you or your wife were affiliated with. Each time you sent in some documentation it prompted more questions. We extended the rate lock for on multiple occasions while waiting for documents that would have allowed us to make a final decision on the file but we never received them. The file was closed for incompleteness after the last 10 day letter was sent to you advising of the outstanding requirements. In the interest of good customer service I am refunding to you the appraisal fee. This will be sent to you as a check in the next 10 to 12 business days. [redacted]Vice PresidentFreedom 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: Freedom Mortgage who utilizes Loan Care Servicing center to process loan payments notified me by mail indicating my loan payment was late, delinquent they were going to assess a late fee of $65.51. I called Loan Care and spoke w/two individuals concerning my payment to find out why since my payment is an automatic recurring payment that my bank sends on the 1st of every month. The 1st individual put me on hold after I described my question/issue. Another individual [redacted] came online (employee #[redacted]) said since it was not “electronic pmnt” but a check from my bank--which “was not received/processed” until 14 Nov 13 it was late. I was then told that my payment was sent to the wrong address, however in a previous phone call by me on 4 Nov 13--to Loan Care (verified by [redacted]) I confirmed the address-due to an alert by my bank on 30 Oct 13. [redacted] then proceeded to say he could not remove the late fee since I didn’t have a long enough credit history w/them. He also stated that the late payment wouldn’t be reported/reflected on my credit. I asked [redacted] if I could speak to a manager to discuss my issue further however, I was told that it was not necessary since my issue could be handled by [redacted] #[redacted]. I have contacted my bank [redacted], they will be sending Freedom Mortgage a letter showing my payment processing along w/a request to remove the late fee. I am hoping that Freedom Mortgage has made a mistake and is not currently in the practice of fraudulently charging late fees by “holding” payments. I feel that this may become an ongoing issue and would like to ensure that my future payments with this company do not “suddenly” become delinquent due to the holding of payments made in a timely fashion by consumers.Desired Settlement: Would like for Freedom Mrtgage to look into the billing/payment department to ensure that they process payments in a timely fashion as well as remove the late fee from my account.

Business

Response:

Ms. [redacted], I apologize that you were not receiving prompt attention to your issue by our SubServicer. I reviewed your account and found that the late fee should not have been assessed and it has since been waived. In regards to the mailing address for your payments, below is the address you should be using for your bill payment service:[redacted]

[redacted] 19101Using the above address would expedite the processing of your payment. If you have not been using that address I would recommend changing with your Credit Union, if you are using it then be assured that you do indeed have the correct address. If you have any questions please feel free to contact me at [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Just got.off the phone with freedom mortgage and I have been on recurring bi weekly payment and I was getting letters saying I behind in my payments I call the and find out they charge me a late change every mounth becase of how my pay lands and if I want to clear this up I need to pay more money and all the late fees but how dose that work when I have been on auto pay for mounths there a horrible company and im pissed I got sold to a shady place like freedom mortgage and the lady tells me were here to help u but u have to give me more money for me to help u with are mess up and I get threading letters a few times a mouth saying I'm in forcloser when I'm not late I'm on bored for any legal things anyone wants to start

Review: Several issues with trying to make contact with the company. Negative response from any email inquiries over the course of 3 years. They failed to pay the homeowners insurance bill - I have since corrected and don't rely on them. I try to correspond to verify that they are paying my taxes and insurance. They pay a utility bill that should not be paid. 8/2014, 10/2014, 2/2015, 4/2015 - all emails that I have since I started saving the inquiries I send in. Because the escrow amount they are holding is incorrect, I've attempted to contact them to make it correct. negative response. I set aside a day to wait on the phone. after a 65 minute wait, I got through and relayed the concerns. Because I had adjusted my automatic withdrawl amount to compensate for their incorrect withholding, it resulted in missing a months payment. when I found out, I immediately paid them. I spoke to [redacted] (employee #[redacted]) who was unable to resolve the issue with escrow and stated that the late charge for the missed monthly payment would be resolved (two weeks). two months have passed, 3 more email inquiries and no responses and the late fee still exists. As soon as it does not cost me money to get away from this company, i'll be moving on.Desired Settlement: I want the agreed late fee removed. I want the escrow to be adjusted (requires them to communicate with me). I want a response to every email inquiry I make. I'm not willing to wait on the phone and go through their phone tree process to talk to someone who's not able to resolve anything. I don't expect instant gratification, but before more money is collected (monthly), I expect correspondence.

Business

Response:

Mr. [redacted],Upon receipt of your complaint I reviewed the loan closing documents and it appears that the title company included the [redacted]/** tax as part of the real estate tax.Hence it ws included in your escrow payment. Since this is a utility bill it should not have been included in the first place by title. We have removed it from escrow, the new payment Effective 6/1 will be 2007.78 and you will be getting a check for the overage in the amount of 200.80. We have also waived the late charge that was assessed on your account. Please let me know if I can be of any further assistanceSincerely[redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

it only covers a portion of the issues raised. I'm satisfied with this portion, but the issue is not closed so I've responded with a "rejection" so there's no confusion. Thank you for removing the late fee as agreed to. Thank you for adjusting escrow for the utility bill/[redacted] assessment. The issues that are still open are: adjusting escrow to reflect the tax amount (we got a one time grant last year). the amount held for escrow this year will be short due to this incorrect adjustment. made worse by the [redacted] amount just paid out to me, the escrow will be even shorter. Also, I had requested to be communicated with so we could develop the best way forward on the escrow amount. I've received no messages, call backs, or emails. The company has responded to Revdex.com by taking action - albeit the wrong action - but still appears unable to communicate with me. I appreciate the movement made and thank the Revdex.com for making contact.I'm standing by to communicate with my mortgage company directly, but I'm done wasting time on hold to deal with someone that won't follow through. Thanks

Regards,

Business

Response:

Mr. [redacted], I address the [redacted] bill as I was only aware of that issue based on the complaint. PLease email me and provide me with information in regards to the issue with the real estate tax. I am in Freedom Mortgage's corporate offices and not at [redacted] servicing so I can only address what your provided in your complaint but will be happy to assist with the other issue once I understand what it is. [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: Freedom has raised the escrow payment due claiming a shortage in December 2013 (the third payment after the loan origination). I have continued to make my payments based upon the originally established escrow + P&I/PMI (of note is that the loan originated at the end of August / first of September of 2013 -- Less than 1 year ago). Freedom was accepting the payment and applied same for January 2013. With the February, March, and April payment, Freedom continued to accept the funds but did not post the funds to my account and went on to indicate the payment was past due. I provided a detailed spreadsheet illustrating that my escrow would never fall below a positive balance of $729.35 based upon due dates for taxes and insurance payments. I further illustrated that even if Freedom paid every invoice a month early, I would still never become negative. I have had numerous phone conversations with their Customer Service Representatives and some supervisors to same. During each of the numerous calls the CSR and Supervisors indicated they would expedite the escrow departments review after lengthy discussions changed my past payments to apply to the account. I actually received an email indicating I would have a receive a response within 10 working days after my first email dated March 26, 2014. No response has been received to date and customer service only states they will expedite the issue with escrow (they do not permit the customer to speak to the escrow department directly to resolved any discrepancies) I have sent two additional emails to customer service last week without so much as a ticket number or reply. One of their supervisor [redacted]), very professional and knowledgeable , assured me I would get immediate replies with a ticket number for tracking on each email and he would send a notice to expedite the escrow analysis. In discussions today, no progress has been made despite my request on March 26, 2014. Escrow department will respond.Desired Settlement: Escrow to evaluate my information and respond in writing via mail and email. My payments be applied on the date payment was received by Freedom Mortgage, rather than the date a supervisor finally applied it (as much as a month later). My last emails were to respectfully request I be permitted to pay my own insurances and taxes to completely eliminate this as an issue. Cease to denote the account as past due when every payment has been received early, accepted by Freedom and placed in Freedoms Financial Institutions account. Respond to my correspondence and allow me to speak to the actual escrow department. To refuse to reply to a customer and to refuse to allow the customer to speak to the department in question seems absurd and does not move towards reconciling the issue. The above could be and should have been quickly resolved by Freedom Mortgage providing the past due responses to my correspondence in writing via MAIL & EMAIL.

Business

Response:

[redacted] I am in reciept of your complaint and am reviewing your escrow account. It seems that an analysis shows that you have a shortage and as a result your 4/1 payment was not enough to complete the required payment amount. A payment must be for the full amount due otherwise it will post to a suspense account. In looking at your account I see some mention of a new insurance policy or an adjustment to an existing policy. Is this correct ? Was the premium reduced ? This may help with the shortage but I do not have enought information. Can you email me at [redacted] with answers to these questions or provide them to [redacted] who I believe is also working with you on this issue.[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The response fails to address the complaint specific to my detailed correspondence of 3/26/14 and further fails to address the escrow discrepancy as I outlined. It does not address the mortgage escrow details. Whereas I have received an email from [redacted], indicating some movement, Freedom and my loan care has yet to reply to the specific request of my 3/26/14 inquiry. I am continuing through month #2 to contact Freedom and My Loan Care numerous times a week without resolution. Their continues to be a lack of response to voice mails left in an attempt to resolve this issue. [redacted] has been the only one to reach out to me and there are encouraging signs yet I remain with the issues unresolved and my correspondence from 3/26/2014 have yet to be addressed. It is unfortunate that Freedom via MyLoanCare seeks immediate responses from their customers yet their is no accountability for the same to their customers.

Regards,

Business

Response:

Dear [redacted]

We are in receipt of your complaint and appreciate the opportunity to respond to your concerns.

Upon receipt of your dispute I asked the escrow department to further review your account. When you loan closed the initial escrow disclosure shows that the title company advised that your taxes were to be paid in December and June, however they really needed to be paid in November and May in order to be on time at the tax office. This difference in the payment date impacted the escrow account essentially making it one month short. Additionally since the loan closing your taxes have gone from 3484.60 annually to 3611.56, an increase of 126.96. As a result of these two things you had a shortage in your escrow account. The payment which you were sending were not a full payment based on the analysis and were posted into suspense (this does not allow additional interest to accrue on your account since this is a fully amortizing loan not a simple interest loan, your interest is the same if it posts on the first day of the month or the last day of the month).

I asked that your account be analyzed removing the 2 month cushion. Doing so results in a new payment of 2328.69 effective with the 6/1/14 payment and provides you a refund from the escrow account of 361.90. The increase in the payment is due to the increase in your taxes. All late fees on your account have been waived as well.

Please let me know if I can be of any further assistance or if you have additional questions.

Sincerely,

Vice President Customer Service

Freedom Mortgage

Review: My mortgage is currently with [redacted] who has partnered with Freedom Mortgage to refinance my [redacted] loan. I started the re-fi process back in October. I submitted all the documentation they requested and I was told it would close by the end of November and I would "have a little extra in my pocket for Christmas". November 1 comes and I made my regular mortgage payment. I didn't hear from Freedom Mortgage all month long. I left messages and sent email for someone to contact me and let me know what was happening. Nothing. Finally December 2nd, I get a call. "We are ready to close your re-fi". Great. Then "when did you make your last mortgage payment?". Well, it is due on the 1st & I paid it on December 1st. "Well, now we have to get an updated payoff amount and we will call you back in 2 days". 2 days pass and nothing. I call them and can't get the same person I heard from originally. This goes on the whole month of December. I contact them & can't get anywhere. January 1 comes along & I need to make my mortgage payment & STILL haven't heard anything so I make my payment. At this point, NO ONE has told me NOT to make my payment. So again I get a call & a closing is set up & all is great. Then I get a call & the closing has to move to the next week because they couldn't get it scheduled in time. So then I hear back again the day before the closing & they need to get some certificate that is only good for 90 days & so the closing will happen as scheduled as they can get this form in a day. The day OF the closing I get an email from the notary that is to be meeting us saying the closing is off because the paperwork isn't in order from Freedom. I NEVER even got a call from Freedom telling me this. I had to call them and talk to yet another person who knew nothing about my file. Same thing in February except "Don't make your payment. We will close before it's due". NOT. I made the payment (a day late) & now am being told instead of $247 I need $3300 for closing! Ridiculous.Desired Settlement: I want this DONE and not for $3300! I was told $247 last time and that is what I am planning to bring. They need to get their paperwork in order, quit requesting more and more papers from me and get this done in a TIMELY manner. 5 months for a re-fi is absolutely RIDICULOUS. This is wasting my time, my money and my energy. I am DONE with this company. They are liars and can't get anything straight.

Business

Response:

Ms. [redacted], I reviewed the history of your loan application and there were some delays attributable to both sides of the transaction. We did have extra difficulty getting updated payoffs in a timely manner and also needed some documentation from you at times. On our end we did have hgih volume that slwoed the overall process and for that I do apologize. The figure you were given for funds needed to close was inaccurate. After review it was found that they did not apply the proper credits on the file and the funds needed would be significantly less. We can reach out to you with those numbers or we can cancel the application. Please let me know you preference.[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]. I would be willing to discuss the amount that would be due at closing IF I am assigned ONE person to deal with and IF this will close by April 1st.

Regards,

Review: Freedom Mortgage bought my loan with service to begin on December 1, 2015. I received notice of this with a request to change my bank draft to their company. I was called about this and was told that this would proceed automatically. I was subsequently called again and told that I would have to arrange this with my bank but that I would have 60 days to accomplish this. I have requested this and in the meantime have sent in two check for mortgage payments for December 2015 and January 2016, neither of which have been cashed. I have now received a letter dated January 4, which is 34 days after Freedom Mortgage took over my loan, stating that my account is overdue and that the information has been reported to credit bureaus.Desired Settlement: I also want a written apology, written confirmation that my payments have been applied and that automatic drafting has been set up.

An ideal solution would be for Freedom Mortgage to return my loan to the original lender, which I selected carefully and which never made errors of this nature, and whose representatives were informed.

This is a horrible outfit. The reviews on the Revdex.com website run 90% against it. If Freedom Mortgage is to continue to service my loan, I would also like the company to inform me of any class-action lawsuits outstanding against it as I would be keenly interested in joining the plaintiffs.

Business

Response:

Mr. [redacted], I reviewed your loan and all your payments have been posted and you are set up on auto draft. When servicing transfers there can be delays in the posting of payments but you are protected under RESPA from late fees and credit reporting. O apologize for any frustration this has caused you. Please let me know if I can be of any further assistance Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Review: Freedom Mortgage sold our mortgage to [redacted] effective 9/1/2015. We were advised to begin sending payments to [redacted] beginning with our mortgage payment on 9/1/2015. We sent our 8/1/2015 mortgage payment to Freedom Mortgage on July 27, 2015. Freedom Mortgage endorsed the check to [redacted], which [redacted] subsequently cashed on August 13, 2015. We received a letter dated August 17, 2015 from Freedom Mortgage stating that they had not received our payment for our 8/1/2015 mortgage payment. We have called numerous times in order to have this issue resolved. In addition, we have sent faxes and emails containing a copy of the check that Freedom Mortgage endorsed to [redacted]. A fax was sent on 8/22/2015 and an email was sent on 8/25/2015. We were advised that it takes 48 hours for their customer service to receive and respond to emails. We are now well over the 48 hour time period and just this evening spoke with the only supervisor on duty who informed us that we would not have resolution until 9/2/2015. Freedom Mortgage representative maintain that there is absolutely no record within Freedom Mortgage's system of the check that they endorsed to [redacted]. We have since received a notice stating that our mortgage payment is late and that they are assessing additional fees.Desired Settlement: Freedom Mortgage should reexamine their business practices as they relate to handling the money of mortgagees who have their loan through Freedom Mortgage. We are seeking to have our account properly adjusted to reflect that we paid our mortgage on time and that there are no fees and/or credit bureau penalties.

Business

Response:

Ms. [redacted], Upon receipt of your complaint I reviewed the records. It seems that we sent the 8/1 payment to [redacted] in error. The person processing the payment saw that your loan would be going to [redacted] but did not notice that the 8/1 payment was to be kept by Freedom. Because the payment never posted to the account the representatives you were speaking with couldn't see the fact that a check was received and forwarded in error. The entire process is being reviewed and adjustments will be made as needed. The payment was returned to us by [redacted] and applied to your account. You were not charged and late fees nor were you reported as having to the credit bureaus. Please let me know if I can be of any further assistance.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage Corporation?

Review: In March I called to make Aprils payment. I checked my account on April 5th to make sure they took my payment out. Noticed they tried pulling it twice out of my checking instead of my savings. I called them gave them the correct account number and they pulled 1131.34 from my savings for Aprils payment. I called again at the end of April to make mays payment. I had called in from work and forgot my routing number. So when I got home I went to my bank account to transfer my payment into my savings account so I could make Mays payment. In doing so I noticed they had already pulled 1131.34 out of my account. Not thinking nothing of it I went on thinking my mays payment has been made. I call to make June's payment and they say I need to make mays payment as well . I said no I did. Well long story short it is still not resolved! I have sent in my bank statements twice. I also have sent in my savings statement to show they pulled Aprils out on the 10th for 1131.34 and then sent my checking statement where they pulled mays for 1131.34 on April 28th (same amount as Aprils payment)Desired Settlement: I just want them to realize their mistake and that I did make Mays payment and take it off of what I owe

Business

Response:

[redacted], I reviewed the history on your account and from what I am seeing the one payment that was made from the savings account was returned. You mention in your complaint that you have sent bank statements. I am not at [redacted], but rather at Freedom, so I can not access what you sent to them. I would be happy to review the bank statements to see if there is an error on the system, you may email them to me at [redacted]. I will be happy to try and resolve this for you.[redacted]Vice President Customer ServiceFreedom mortgage Corporation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am not necessarily rejecting the response do you have a fax number to where I can fax my bank statements to you?

Regards,

Business

Response:

Here is my fax number ###-###-####. Please forward the bank statements and I will be happy to review

Review: Freedom Mortgage loan rep called me and offered a refinancing of my current mortgage and I accepted. After sending all required personal information and having a home appraisal done my loan refinance was never completed and my file was closed. Was this a fraudulent offer? I feel this has made me susceptible to identity theft(sending my personal information thru the mail to persons I don't know working at Freedom Mort.). Also it has had a negative effect on my credit rating(pulling information from a credit reporting bureau).Desired Settlement: The completion of refinance offered

Business

Response:

[redacted], upon receipt of your complaint I reached out to the processing area and asked them to review the status of your application. They replied that the processor received your file on 7/13 and made our initial call on 7/28. There was a bit of a delay getting the appraisal completed but we reached out to you on 8/6 and advised what was needed in order to proceed. We mailed the documents we needed completed to you and followed up via voice mail on 8/14 and 8/21 with no response. AS a result of this complaint the loan officer reached out to you and offered to re-write the loan under the same terms and get the file moving again, and you agreed to that. If you have any further concerns please feel free to email me at [redacted]Vice President Customer ServiceFreedom Mortgage Corporation