Freedom Mortgage Corporation

Dear *** ***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 accountWhen 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 officeThis difference in the payment date impacted the escrow account essentially making it one month shortAdditionally since the loan closing your taxes have gone from annually to 3611.56, an increase of As a result of these two things you had a shortage in your escrow accountThe 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 month cushionDoing so results in a new payment of effective with the 6/1/payment and provides you a refund from the escrow account of The increase in the payment is due to the increase in your taxesAll 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 ServiceFreedom Mortgage*** *** *** ***
*** *** ** ***
*** * ***

Ms***, I do apologize for the issues you are experiencing regarding your escrow account and your mortgage paymentThe account was corrected and the funds properly appliedThe new payment amount is PLease let me know if I can be of any further assistance. Sincerely Roseanne
***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 meBUT the resolution not completed by Freedom Mortgage, till I called them again, this morning, 6/3/In the response to you, they said it was completed on 5/13, but it was notI have spent entirely too much time with this company to resolve this issue.Thank you Revdex.com for intervening on my behalf
Regards,
*** ***

Mr***, I do apologize for the phone callsIt seems that no one removed your loan from the dialer and you continued to get phone calls after the closing of your refinanceThe calls will stop, the loan funded today and the old loan will be paid off before the close of business or no later
than tomorrow morningThere will be no negative credit reporting on your account.
Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

***, upon receipt of your complaint I reached out to the processing managerShe escalated the file, got it final approved and structured it so that you would not make a payment until MarchThe loan is schedualed with a notary for closing on 1/22/Please let me know if there is
anything else I can do for you*** ***
Vice President Customer Service
Freedom Mortgage Corporation

Ms***, thank you for letting us know about the issues you are having with the websiteThe website is actually very rarely down but some people do experience log in problems and that is something that we are working to improveIf you have website issues and have to call in to make the
payment the representatives should be assisting you with the website and then waiving the phone payment feeIf that has not occurred I will refund those feesAs for the processing of paymentsPayment post the day that they are received at the lock boxWe do not outsource the posting of the payment, rather they are done at our bankThe delay you may be seeing is most likely due to postal mail time or if the payment had to be processed manually due to missing the loan number or damage to the check itself
Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

Ms*** upon receipt of your complaint I asked the operations area to address your concerns regarding the closing and the termsThey advised that the loan has been received in closing and that we are providing a lender credit for the closing costs and that you are not bringing any cash to
closing, a closing disclosure was also sent to youIf you have any questions please feel free to email me at ***
*Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage corporation

Mr***, upon receipt of your complaint I asked the escrow and cash department to review the account and re-apply the funds you sent for the escrow shortage to escrow, not
principalThey did that and then reanalyzed the accountThe previous shortage (the one that you paid) was based on the tax info that we had when we performed that analysisIt showed that your taxes were for county and for cityThe current taxes for the upcoming year are for county and for cityThis resulted in a new shortage in your escrow accountThe shortage amount is and that and the adjustment for the increased tax amount results in your new payment for February in the amount of 2086.74, unless you elect to pay the shortageAn analysis statement has been sent to you for your reviewPlease let me know if you need anything further
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Complaint: ***
I am rejecting this response because:
As I previously accepted the terms and going to forward payment for complete amount and 184 to just be on track and pay SeptI first got letter sating I owe for AugA few days later I received a letter saying I now owe $If counting AUG, Sept, and OCT should only be around 2,802. The statement only said there was a reversal posted no other detail, which I have not had any payment reversedMy last payment was from the arrangement of payment plan of which processedI called to find out more information in regards to where this extra $came from and was told I would be called backI have still not been contacted and this is the problem I keep havingI get told if you pay this amount, you will be current, but never the caseThis is actually the first time it changed before my payment was made. I truly am trying to work with you but there is absolutely no consistency with information I'm being givenI should not have to wait a week for a call back to get explanation of extra $fee on accountI still feel my account is not being handled correctly and having to deal with this same issue almost every day since March has caused so much stress and anxiety, not only for myself but my children as wellIs there anyway we can get this resolved once and for all please?
Regards,
*** ***

*** *** as you are aware we communicated via email regarding the tax issue, below was my last email and my understanding is that you were satisfied with the outcome*** *** I researched this with the tax department and here is
why the taxes did not get paid in SeptWhen servicing transfers, as
was the
case with your loan since we bought it from your lender, the expectation/requirement
is that the previous servicer is to pay any bills that are coming due within
days of the transfer (to prevent just this type of occurrence)Diamond
Residential did not pay the taxes before releasing the loan off of their
systemWe set the loan up showing the next installment being paid by us, not
the current September installmentWe have now disbursed the payment and will
be collecting the penalty from DiamondYou were not charged the penalty out of
your escrow accountPlease let me know if this addresses your concerns and if
I can do anything else for you at this timeSincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, I am sorry that you were experiencing frustration while trying to obtain the final draw on the insurance claimWe will be reviewing why this escalated issue was not resolved soonerI reviewed the account and it appears that the funds were released on 2/26/I hope that they
have since reached you and that you have been able to complete the process of completing the new homePlease let me know if there is anything else that I can do for you.*** *** Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, as you are aware, we communicated via email the other day in regards to your concern about the credit reportA that time I advised that we had submitted a correction request to the credit bureaus and that the account would reflect paid as agreed and paid in full in the next
reporting cycleAt the end of our communications you indicated that you were satisfied with the resolutionPlease let me know if there is anything further that I can do for you.Sincerely
*** ***
Vice President Customer Service
Freedom 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 meMarlene was wonderful to work withShe was very communicative and kept me updated throughout the process of reviewing the complaint, processing the escrow analysis and cutting the check, which I received just a few days after it was postmarkedThank you for your wonderful customer service in light of the difficulty that transpiredIf anything I will be better prepared for next year's property taxes. Kind regards,
*** ***

*** ***, thank you for making us aware of this situationI asked our cash department to research but they stated that they need proof of where the check was sent and that it clearedSo we would need that from either your bank or your bill pay service if you use onePlease feel free to
email me when you have that infoIn the meantime I have blocked credit reporting until we resolve thisMe email is ***
Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

*** ***,I am very sorry for the issues you have had with the payment that was drafted and applied to your old loanI had been previously advised that the payment was reversed and sent back to you but today, after seeing the new complaints you had posted, I asked the cash department to track the
refund checkThey advised that it had been applied as a payment on the new loan in errorThe payment has since been reversed and will be sent to you via overnight mailOne of our associates contacted you today and advised you of thisAgain I am sorry for the confusion, the late charge was waived as wellPlease let me know if there is anything further I can do.*** ***Vice President Customer ServiceFreedom Mortgage Corporation

July 26, Mr*** *** *** *** *** *** *** *** *** ***
*** ** ***
* Re: Your complaint to the Revdex.com Dear Mrand Mrs*** We are in receipt of your complaint and are happy to respond
to your concerns First, please allow me to apologize for the delays in closing your loan I have reviewed your complaint and researched the issues surround the canceled closings In response to your comments in the complaint regarding a desired settlement, Freedom Mortgage will amend your credit for the payments due for May and June, Regarding the late fees, we will credit the late fee for the May payment in the amount $to your principal balance and waive the late fee for June which in effect, will add $to the escrow check refund that will be sent to you within days after the loan pays offIn addition, we have waived the $payoff fee which will also be included in the escrow check I hope these remedies are acceptable to you If you have any further questions or concerns, please do not hesitate to contact me Sincerely, *** ** *** Assistant Vice President Customer Service Freedom Mortgage Corporation *** *** *** *** ***
*** *** ** *** Phone: *** *** *** or direct line *** Fax: *** ***

Complaint: ***
I am rejecting this response because:
The reason that the file was closed was that *** *** said that a check in the amount of $was mailed to me on 1-18-As of today 2-2-on check has been receivedI tried calling her on yesterday and left a messageShe never returned my callI need to know what to do now? Thank you *** ***My phone # is *** *** ***
Regards,
*** ***

October 11, 2016 Dear Mr***, The modification request is still in review and we shot have a decision shortlyUnfortunately as we have stated previously, we will be unable to amend your credit. Thank you. Very truly yours, Joseph P Assistant Vice President

Complaint: ***
I am rejecting this response based on the attached payoff statement generated by FREEDOM MORTGAGE recording the payoff as $through June 30. After that date, $per day should have been added.After contacting multiple reps at Freedom (on a recorded line), it was admitted that Freedom transferred the money into a "unapplied funds" and failed to notify the parties involved. Freedom was not aware that the money was in the "unapplied funds" account until I relentlessly talked to several reps.I do accept responsibility for the wire transfer being a day late, however, I am disputing that Freedom should have been paid an additional $267.54. The wire was received on July and based on the included documents, $should be refunded. When I first opened this complaint there was at least one other home owner with the exact same incident. It is not about the money. The vice president didn't get involved until weeks after submitting this complaint. During the past weeks, I have waited for the promised phone calls and responses from FREEDOM employees and received none!
Thank You
Regards,
*** ***

Freedom Mortgage has been the worst mortgage company I have had the displeasure of having to be withI live in Arizona and the developers for neighborhood built it up so we are no longer in a flood zoneThe City of Phoenix has the current paperwork stating this to be trueIn October of I received a letter saying I need to provide flood insuranceI asked a neighbor who they had for flood insurance they said they we don't need flood insurance and told me to contact the city of Phoenix to get the documents stating so and provide that to the mortgage companyWhich I do and provide to the companyLater I receive a letter saying they have paperwork and will review itI get another saying this is the final notice, so I call them again this time they say they don't see any documents from meSo I called the city of Phoenix and Debra was helpful that she called freedom mortgage on three way with to help them understandDebra emails with a women *** *** when we find out that freedom mortgage doesn't read the *** flood paperwork correctlyDuring the this time I received a letter stating they have purchased insurance for me and I will be chargedDebra explains how they should be reading it and they understand and remove the request for flood insurance on August 5th On August 11th I receive a letter saying I need to provide proof of flood insuranceI again call and they see that my 1st has all the information saying I don't need flood insurance but my 2nd mortgage for the same house needs flood insuranceThe lady says she will put in a work order to get that fixedI received a letter saying the paperwork has been received and being reviewed I figured this would be a quickly rectifiedDecember 7th I receive a letter that I am now being charged for flood insuranceFreedom mortgage never even looked at my paperwork to make sure that I needed flood insuranceI have called again and they have put in another work orderThey is no one to talk in the back offices I have to wait for a supervisor to call me back to get any help with the matterWhen I get a chance I will be refinancing with a different company and I recommend no one does business with the company