Freedom Mortgage Corporation

Mr***,Upon receipt of your complaint I asked the escrow and taxdepartment to review your accountOn 8/27/the adjusted the tax amount from$to $The account was then analyzed a few days later and thepayment was decreased from $to $effective with the
7/1/15paymentI have asked that the late fees and credit reporting be removedIfyou have any questions please contact me at *** ***Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: ***
I am rejecting this response becauseThis is not the first time that my personal information and closing documents have been mailed to the INCORRECT addressThis is a rental property and is not even close to my residence All of my initial losing docs were also mailed there Can we get it right?
Regards,
Elaine Morrison

Revdex.com:
Although I am extremely disappointed that it took countless phone calls, emails, and a complaint to the Revdex.com to resolve all the issues, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. It is not at all coincidental that my December payment was magically found and my account was brought current the same day that I filed my complaint. Please note that the receipt of the payment was BACKDATED to the previous day, 12/18/15. I am sure that Freedom Mortgage could have resolved all of the issues much earlier in our conversations if they had truly wanted to. This is no way to do business. Please also note, if there is a next time that I have an issue, I will not wait two months to file another complaint
Regards,
*** ***

[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 me
Regards,
*** ***

Mr*** I submitted your request to the escrow department and they have advised that they did spread the escrow shortage over months as you requested and that the new payment will be $effective with the 9/paymentI can also offer you a month spread in the event that you would
like to take this out a little longerThat would make the payment $If you would prefer this please email me at *** and I will be happy to get that taken care of for you
*** ***
*** *** *** ***
*** *** ***

[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/Freedom Mortgage:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meMy wife and I do appreciate the effort taken to correct this by several customer service personnel and in particular *** *** for helping us work through this and expedited corrective action
Regards,
*** ***

Ms***, I reviewed the history of your loan application and there were some delays attributable to both sides of the transactionWe did have extra difficulty getting updated payoffs in a timely manner and also needed some documentation from you at timesOn our end we did have hgih volume that
slwoed the overall process and for that I do apologizeThe figure you were given for funds needed to close was inaccurateAfter review it was found that they did not apply the proper credits on the file and the funds needed would be significantly lessWe can reach out to you with those numbers or we can cancel the applicationPlease let me know you preference.*** *** Vice President Customer ServiceFreedom Mortgage Corporation?

August 18,
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MsLidia ** *** and MrJeffrey ***
*** *** *** ***
*** ** ***
Re: Your Complaint to the Revdex.com
Dear Ms*** and MrMr***:
We are in receipt of your complaint and are happy to respond to your concernsI have reviewed your complaint and researched the issue regarding the difficulties you encountered in making your payment on our website
We are constantly striving to resolve any issues relating to our websiteGiven the issues that you have encountered in attempting to make your payment, we have amended your credit for the July 1, payment
I apologize for any inconvenience this has caused
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:
Where are the funds that were sent?
See attachment
Regards,
*** *** ***

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,
*** ***

Ms***, Upon receipt of your complaint I reviewed the recordsIt seems that we sent the 8/payment to *** *** in errorThe person processing the payment saw that your loan would be going to *** *** but did not notice that the 8/payment was to be kept by FreedomBecause 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 errorThe entire process is being reviewed and adjustments will be made as neededThe payment was returned to us by *** *** and applied to your accountYou were not charged and late fees nor were you reported as having to the credit bureausPlease let me know if I can be of any further assistance.Sincerely,*** ***Vice President Customer ServiceFreedom Mortgage Corporation?

Mr*** upon receipt of your complaint I reviewed your file with our senior underwriter. Initially the application was taken and there had been some errors but that was corrected and the was corrected by re-writing the loan but honoring the initial termsThe file was processed and there were
some delays but the file did go to closing on 11/On 11/you advised that you wanted more cash outWe told you that the loan would have to go back to the underwriter for re-approvalBy that point we needed to verify that all mortgage payments had been made on the primary and investment propertyIt was determined that you were days behind on the investment propertyYou did bring the loan current however the delinquent payment history is not allowed per guidelines and the loan has been deniedI am sorry as I am sure that this is not the answer that you would like but there is no other option at this timeIf you have any questions please email me at ***Sincerely Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

July 26, Ms*** *** *** *** ***
*** ** *** Re: Your Complaint to the Revdex.com Dear Ms*** We are in receipt of your complaint and are happy to respond to your concerns First, please allow me to apologize for the issue
you experienced regarding the escrow disbursements on your loan We have reviewed the payment history on your escrow accountIt appears that taxes in the amount of $were paid at closing for the installment due on 11/10/When the loan was boarded onto out servicing system, this amount was again paid on 10/28/even though taxes were paid at closingThe tax authority applied this payment to the next tax installment due on 5/10/However, that amount due was $which left a balance of $for the 5/10/installmentThe next tax bill showed a balance of $and our system incorrectly calculated $as the actual semi-annual tax amount and caused the surplus that was returned to you when the next escrow analysis was performedIn addition, your hazard insurance also increased from $to When the most recent tax bill was obtained (the taxes were stated as $on this bill), the system was adjusted again and an escrow analysis showed a shortage of $This also included hazard insurance which had increased to $1,per year) Freedom Mortgage certainly regrets the error and in view of the situation, we will spread the amount due over months in an effort to ease the financial burden to you I hope remedy is 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:
I need copies of the payments that I made and how they were applied to the accountAlso, I had paid my hazard insurance in FULL my self and you still sent out an additional payment to them and I was told to contact them for a refund, but they have yet to receive any funds from you for a payment of check number ***This needs to be refunded to me as well.
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

Dear Mr***,
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We have received your complaint from the Revdex.comFirst, please allow me to apologize for the inconvenienceI have reviewed the information in the complaint and also discussed the situation with some of the individuals involved in attempting to correct the situationAlthough Freedom services your loan, your loan is actually owned by *** *** *** ***When an FHA loan is originated, the Federal Housing Administration issues a Mortgage Insurance Certificate (MIC) indicating that the loan is insured by the FHA When your loan was originated by *** *** ***, the county code on their MIC was listed as - Holly CountyThis is incorrect and should read - Oakland CountyPer FHA, we cannot contact *** *** to request this correction from FHAOnly the Borrower (you) can do thisPlease contact *** *** and request the correctionOnce this has been completed, you will be able to complete a streamline refinance and we can proceed with re-writing your mortgage loan
If you should have any questions, please feel free to contact me
Thanks,
*** ** ***
Office of the President
Freedom Mortgage Corporation
*** *** *** *** ***
*** *** ** ***
Phone: *** *** *** or direct line ***
Fax: ***
***

Dear *** ***,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 premiumsThey reviewed and found the followingIt seems thattheir processor misread your Condo
Association’s master policy and thought itcovered from the walls inAs 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 informationDue to thiserror in processing the vendor will be forwarding to your escrow accountto reimburse you the additional cost associated with the reinstatement of thepolicyOn 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 *** ***Vice President Customer ServiceFreedom Mortgage Corporation

Freedom Mortage is unprofessional they constantly solicit to refinance & when you do they say you get a better deal when you don't they say your % APR stays they same when that is a lie it goes up, & now your interest rate increasesThey charge late fees easilySomebody who works in billing just lets your check sit on their desk for weeks, & then the company asks where my check is that I sent a month agoThen they call you & say they haven't received your payment so you pay online so it's not late, & then won't waive your late feeUnless you email or fax them, & then after that they tell you to call themThen a week later they deposit your check without your permission, in which causes you to overdraft your bank accountThis is especially frustrating because when I made my payment over the phone when they called to try to avoid the late fee I signed up for auto withdraw because I didn't want my checks to be late anymore, but because they cashed my check without asked & charged me twiceI know had to cancel the auto withdrawal so I wouldn't get charged AGAIN like I already did onceThen I had to call today to try to cancel the late fee & the lady had to email ? to approve the waive (which I find frustrating bc I want to talk to this person, not have some middle man do it, & then it may not get waived)Now I have to wait two business days to find out, & now I can't resubmit an auto withdrawal until that gets figured out, so now I am not sure if I should sent a check now for April because they are so slow or somebody is just letting these checks sit at their desks & collect dustI cannot wait till I can switch Mortage companies because this company has been nothing but a stressful headache & I have only done business with them for a few months

They contacted me to do a no cost refinanceThe *** was much higher than agreed upon and they would not correct itI believe they purposely tried to increase the loan amountI contacted them but nothing was done and could not proceed

Mr*** I am sorry that you experienced frustration while trying to payoff the mortgageWe will be reviewing the actions taken on your account and provide re-training if neededThe funds did not initially post as they were not recognized as a payoff, were not certified funds and were more than
the balance on the loanSomeone should have reached out to you at that point but that did not occurSince your complaint the loan was paid off via your wireThe balance in escrow, was refunded to you via a check on 1/27/and the payment was refunded, again via check, on 1/25/There were no late fees charged on the account because it was a newly boarded loan and there was no negative credit reportingIf you would like to email me proof of the wire fee or any other charges you incurred as a result of the issues with the payoff I would be happy to review then for refundingSincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation