Freedom Mortgage Corporation

October 13,
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Mr*** ** *** and Mrs*** ** ***
*** *** ***
*** *** ** ***
Re: Your complaint to the Revdex.com
Dear Mrand Mrs***
We are in receipt of your complaint and are happy to respond to your concernsI have reviewed your complaint and researched the issue regarding our solicitation contacts
You have removed you from all phone and mail contact listsWe apologize for any inconvenience that 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
*** *** *** *** ***
*** *** ** ***

Complaint: ***
I am rejecting this response because:
Roseanne please give me a call at *** anytime after 3pm *** time, so we can resolve this issue
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
While the individual did respond on July 18, 2014, it was only because of my insistence and obvious need to fix the account because since March I had not received a direct answer What I cannot get the organization to understand is that based on their processes my account is short on escrow and they are unwilling to change the practices or rather offer solutions to help All I get is what they can't and won't do I contend that I followed their process to get it resolved and I am still going to be short on my escrow because they use old numbers rather than wait for new numbers Also they wait two or more months to deduct the escrow when they should do it right away So the entire process is in their hands because I have no access to their computer system to work the account They don't see that they did anything wrong as one executive put it to me They can't see that I was inconvenienced and still am
They won't put money to correct the issue, they won't adapt their process to help me and all they say is they apologize At this point apologies are not helping me They were quick to send a delinquency notice as this was ongoing and based on their doing I was two months behind But of course they blame it on the system that automatically sends stuff So even when they know there is an issue with my account they take no responsibility for it, like they don't care
Those of you who are reading this response, make sure you do not do business with Freedom Mortgage or *** Find a bank that will be helpful and honest about their practices I was originally short and now I have ended up paying them more than $dollars because they refuse to listen and do what it takes to help me As soon as I can get out of *** I will because I am going to end up with issues every year from now on
Very deceptive not good faith practices done by this company Good luck trying to reach them as it takes at least minutes or more and then having to go round and round because the reps don't know most answers and the supervisors won't return call or at least get on the phone to answer your questions At some point enough is enough and at some point some agency needs to do an audit of their practices I know my case is unique to some degree and my attorney general may not pursue but I did report it and will continue to speak out on this in any way possible How sad that the company take it lightly when they are affecting someone's life
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 apologize that your request to be removed from our calling list was not responded to more quicklyI have requested that you be removed from our sales call listIt may take a few days for our system to be updated but the calls will stopPlease let me know if I can be of any
further assistanceSincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

Ms***, 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 *** case number that is holding things upI am being told that that issue was resolved todayI submitted a request for a refund check in the
amount of be sent to you for the late fee*** charges the fee and Freedom can not waive their fee but we can refund you for itThe request was submitted on the 24th and it usually take about weeks for the check to be mailedIf you have any questions or would like to discuss this situation further please feel free to reach out to me at *** ***Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, Debra D, a servicing manager has been communicating with you almost daily in regards to your concernsI hope that this addresses your request for a manager to contact you and work with youSincerely Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

Ms*** I reviewed your account and it seems that an issue with the system caused the fee to re-appearWe have since refunded the fee to you via a check which was issued on 6/27/There are no outstanding fees on the account
Sincerely
***
***SVP Customer Service
Freedom Mortgage Corporation

*** *** 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 time
Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

My mortgage was recently sold off to this company Calling them on the phone, the wait for a person was over minutes The website they claim you can use for a variety of functions is not functional on multiple different browsers (chrome, IE, and safari) So far not impressed

Ms*** *** ***, upon receipt of your complaint I reviewed your accountIt seems that that payoff was not applied until 2/which resulted in your loan being reported as delinquent for the 1/1/paymentI submitted a request to update the bureaus to remove the delinquent reporting
todayThis should be complete in about business days but could take up to depending upon the timing of the credit bureaus update cycleI am sorry that this was a source of frustration for youplease let me know if there is anything else that I can do for youSincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

*** ***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 ***, I apologize for the issue with the websiteApparently you had been trying to make a payment online after 10:at night using the that days date however if it was after 10:at night the system now "thinks" it is the next day and therefore kicks out an error messageThis is an
issue that we are working with our vendor to fixWe have waived the late fee on the account.
Sincerely
*** ***
SVP Customer Service
Freedom Mortgage Corporation

Mr***, I do apologize that you request to be removed from our marketing list was not complied with in a timely mannerSometime it can take days for the mailings to stop because if your name was in a campaign that was already underway at the print vendor there would be no way to remove
it at that pointI have confirmed that you have been removed from the marketing lists and should not get any further mailingIf you do please feel free to email me directly at ***
Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

Mr***, upon receipt of your complaint I reviewed the loan historyIt appears that there was a misapplied payment that has since been reapplied correctlyThe late fees on the account have been waived and the account is now current and due for the 8/1/paymentThere was no negative
credit reportingI apologize for the frustrations that this has caused youSincerely
*** ***
SVP Customer Service
Freedom Mortgage Corporation

August 17,
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Ms*** ***
*** *** *** *** ***
***, CO
Re: Your complaint to the Revdex.com
Dear Ms***:
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 missing payment and your credit rating
Your loan was never with *** used to be a sub-servicer for Freedom Mortgage but your loan was never serviced by themIt is possible that some banks still have that information and will send payments to *** unaware that the payments should come to FreedomPlease note that currently, Freedom does not accept electronic payments
Since *** never serviced your loan, it was never transferred to FreedomYour loan was transferred from *** to Freedom in June, so the RESPA guidelines you citied in your complaitn would not apply
Regarding your credit rating, your credit for June, payment has been amended
If you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
*** ** ***
Assistant Vice President
Customer Service
Freedom Mortgage Corporation
*** *** *** *** ***
*** *** PA Phone: ###-###-#### or direct line ###-###-####
Fax: ###-###-####

August 19, Mr*** *** ** * *** *
*** ** *** Re: Your complaint to the Revdex.com Dear Mr***: 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 late fees assessed The late fee in question was actually a late fee from Ditech that was waived and somehow transferred to our system when the loan was transferred to Freedom Mortgage I have requested that a check in the amount of $be sent to youYou should received your refund within 5-business days 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:
I am happy that Freedom Mortgage has admitted that there was an error and that I was correct that my home was not in a designated flood zone area. However, Freedom Mortgage made a payment of $2,from my escrow account on 12/24/for a flood insurance policy they had purchased based on incorrect informationTherefore, I am expecting and asking that these funds be returned back to my escrow account to correct this errorTo date, this has not been done. Until this is done, this complaint remains unresolved.
Regards,
Robert ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

January 3, *
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* Re: Your Complaint to the Revdex.com Dear Mrand Mrs*** 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 two fees for pay-offs *** *** requested pay-off statements on your behalf via fax on 11/22/and 12/6/Each time a pay-off is requested, a $fee is incurredDuring your call with our agent, you were informed that signing the consent from with *** *** gave them permission to request a pay-off on your behalf. We have credited the $to your escrow account but please be advised that any future pay-off requests will incur the $fee per request If you have any further questions or concerns, please do not hesitate to contact me Sincerely, *** ** ***
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