Freedom Mortgage Corporation

[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 returnedYou mention in your complaint that you have sent bank statementsI am not at [redacted] , but rather at Freedom, so I can not access what you sent to themI 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

November 14, [redacted] Re: Your complaint to the Revdex.com Dear Mr [redacted] : We are in receipt of your complaint and are happy to respond to your concernsI have reviewed your complaint and researched the issue regarding your mortgage application First, please allow me to apologize for the delays in processing your mortgage applicationWe did find areas where we could have provided much better customer service to you during the process and we are addressing those areas Currently, we are trying to obtain a corrected FHA case ID as the county code on file is not being accepted by the Federal Housing AdministrationIn ordered to do this, we are trying to get a copy of the Deed of TrustWe are working with Ocwen to obtain this so we can summit your loan to Underwriting for a final decisionThe Manager working on this is Arvind [redacted] and he can be reached at ###-###-#### If you have any further questions or concerns, please do not hesitate to contact me Sincerely, [redacted] Assistant Vice President Customer Service [redacted] Marlton, NJ

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find this resolution is sadly satisfactory to me
After 30+ days of calling and being told untruths about MY own money is really outrageous to say the least I will never refer anyone to them
Regards,
Brigette ***

I got behind payment some time ago I was not aware as all of my bills are on auto draft I ended up resolving this issue by making two payments and was told it was all set I then set up payment directly through Freedom Mortgage with the representative After making the payment correction and setting up the payments correctly, I am getting calls starting that there was a missed payment again When trying to figure out what went wrong they only accept payment or no payment and instantly report you to collections They will not do anything to help you get back to accept wait for the payment in full and then they will stop reporting There is no help with the staff as they just tell you, "they cant reverse time." We are not asking to reverse time, we are trying to figure out how they set up the payments that there is a missed payment The persons that we spoke to have no desire to help the situation, only add more frustration We are highly confused on the situation that FREEDOM MORTGAGE set up the payment and there is still an issue and they have NO desire to help rectify, only exacerbate the problem

*** ***We are in receipt of your complaint and have reviewed the loan application and the documents that had been sent to closingWe also pulled the calls between yourself and the loan officerWe did recognize some need for retraining of the loan officerWe are also reviewing
the processing of your file to see what changes can be madeWe are not in the business to aggravate and not listen to our customers so this situation will be taken seriouslyWe will remove the credit inquires and send you copies of the letters doing soPlease let me know if we can be of any further assistance*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Ms*** upon receipt of your complaint I asked our cash department as well as the loan boarding department to review your concernsThey noted that all the payments had been received and applied but could not see why the account had been showing as behindAt the same time *** reached out to
us and advised that the problem was caused by *** servicer having the incorrect 1st payment date on their systemWe reversed all your payments and then adjusted the due and an re-applied the paymentsThe loan is now due for the 5/payment and there was no negative credit reporting as we have been protecting your credit since the loan boarded.Sincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Ms***, Upon receipt of your complaint I reviewed the closing documents and the loan historyWhen you closed your loan with *** *** they paid to *** They also set up the account using as the amount for all the following taxes paymentsIt appears that was not the
proper amountThe servicing center was using the data provided to us by your lender and therefore assumed that the payment on the *** was proper and that nothing was owedWhen you provided docuentation to the contrary they researched and paid the outstanding balanceLate charges and penalties were not paid from escrow but expensed and will be billed to your lenderPlease let me know if I can be of any further assistance.*** ***Vice President Customer ServiceFreedom Mortgage Corporation

In March I filed for refinancing of my homeI was told because it would be *** streamline I would need no money downI provided all necessary documents that Freedom Mortgage asked forThe day of closing I was called and told the closing was cancelledOn three more occasions I was set up for closing with Freedom Mortgage and again the day of closing I was call each time stating that closing was canceledOn the time on 12/12/I was told that I have to paid an extension fee because this would be the 4th time Freedom Mortgage had to process my refinancingI stated to the representative it was not my fault that the refinancing was canceled so why should I have to pay a feeIt is Freedom Mortgage faultI would not recommend this company to anyonethey are no reliable

Complaint: ***
I am rejecting this response because: your documents do not support your statementI have forwarded a packet with all info to Colorado state attorney's officeI am done with your lack of proper responseYou act like you answered the questionsIn fact, you convoluted figuresYou can explain why you have not properly answered the questions to themI am done with you***.
Regards,
*** ***

Mr***,Thank you for bringing your concerns to our attentionI apologize for the confusion regarding who was going to be servicing your loanInitally it was to be *** but that changed at the last minute to be a loan we would serviceThat also caused an issue with the escrow fundsWe
have located that will be applied to your escrow accountOnce that posts to the loan we will analyze the account and refund any overageSince you paid the taxes the funds we have should be able to be refunded to youBelow is my email, please contact me if you have not gotten the refund in the next two weeks.*** ***Vice President Customer ServiceFreedom Mortgage Corporation

*** ***, upon receipt of your complaint I asked *** to review your escrow accountThey stated that the refund check was requested on 2/13/in the amount of 1,and was mailed on 2/17/They advised to allow 7-business days for delivery via regulr mailPlease let me know if I can
assist you in any other way*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: ***
I am rejecting this response because I already provided the cleared check image
Regards,
** ***

Ms***, I am sorry that you have had a frustrating experience trying to close on your refinanceThe closing figures you were given had been estimatesTypically when we are paying the costs the borrower would bring approxa payment to closingWe have since re-worked the figures and it
shows that you were able to close with no cash out of your pocketI see that the loan has since closed and I am glad that we were able to work this out for you.*** ***Vice President Customer ServiceFreedom Mortgage Corporation?

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI am disappointed in the fact that I have called Freedom Mortgage countless times with no resolve and that in order to be provided adequate customer service the Revdex.com needed to be involvedThe extent I had to go to in order to have this issue resolved speaks volumes in regards to your customer service.
Regards,
*** ***

I just spoke with *** * *** *** and she confirmed that the check to the borrower was cashed on 1/14/She advised that she wouldn’t be able to provide me with a copy, but that the borrower would be able to contact her for the copy and also, that any refunds would only go to the borrowerWe can analyze your account but due to the funds that were refunded to you rather than us your payment would increase because there will be a shortage
*** ***
Freedom Mortgage Corporation

My experience with freedom has been ok when I dont need anythingI despise the lack of information on the website and when I call - I get the run aroundThe county issued a refund for a double payment of taxes and I have yet to see a refund no is my escrow account accurateI am being told that a analysis will be conducted in Oct months from nowI want to know now where my money is going and I get no assistance

Mr***, upon receipt of your complaint I asked our cash department to review your concern, they advised that the check had been reissued on 7/13/Our records show that the check has clearedIf you are not in receipt of the check please email me at
***Sincerely*** ***SrVice President Customer ServiceFreedom Mortgage Corporation

Ms***, upon receipt of your complaint I reviewed your accountYour loan paid off in June of this year and was due for the May payment at the time of the payoff, making the account past dueAs such you were reported to the credit bureaus as being late for MayYou contacted our office
recently requesting that the reporting be changed as you had been told you would be closing in May and did not need to make the paymentAs a courtesy we have updated the credit bureaus to show the loan as paid as agreedSincerely
*** ***
Senior Vice President Customer Service
Freedom Mortgage Corporation

Complaint: ***
I am rejecting this response because:I understand an appreciate the response that you have sent, this is the most detail I have received up to this pointHowever, When your department opened a ticket to find this check in early January that I apparently sent to the wrong addressAt no point was I informed that I would be reported as late after daysHad I known this was the case, I could have easily cancelled the payment and resent it to you in a different platformMy understanding of when a ticket is opened is that the process is put on hold until it is resolvedSecondly, you have stated that you indeed did receive payment that I sent you all even if it was at the incorrect addressFreedom mortgage was in possession of my money and still reported it as lateI find this unfair and would still like the report against my credit to be resolvedThank you for taking the time to look into this issue, I will update my records accordingly going forwardI would like to state that I had been sending payments to this address since my loan was sold to this company and at no point was I informed that this was the incorrect address even though I had been on the phone with your customer service almost monthlyThis may be a much larger issue that could prevent problems for future customers
Regards,
*** ***

Mr***, upon receipt of your complaint I reviewed your accountThe loan transferred to us on 4/18/The payment that you made to *** was applied on 5/3/Under federal law you can not be reported delinquent if a payment made to the previous servicer is received by the new servicer
lateThis is explained in both the hello and goodbye letters your receivedThis is what our representative was referring toThe notice you got is an automated letter that goes out when the system shows that a payment has not been receivedWe cannot stop those from going out so I do apologize that you found the letter alarmingYou have not been reported delinquent nor have you been assessed any late charges. Sincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation