Freedom Mortgage Corporation

Mr***, I do apologize for the issue with the April paymentIt appears that our representative entered your banking information incorrectlyThe late fee was waived as was the late charge, that payment had been made with an agentPreviously, for the February payment, there was an issue
with the account number but that payment was made online, the bank account entered ended in *** and the ABA ended in *** but I can not provide any of the other digits due to privacy concerns but please check and see if these seem correctSince this payment was made online there was no intervention on our endI do not see any other issues with you payments prior to thisPlease let me know if there is anything else I an do for you.Sincerely
*** ***
Vice President Customer Service
Freedom Mortgage Corporation

Complaint: ***
I am rejecting this response because:
As previously stated, Freedom Mortgage should have processed this without requiring multiple calls and online actions by all customersAs previously stated, *** sent a letter clearly stating my loan would be migrated after May and all scheduled payments prior to that date would be automatically processed by *** It continued that after May your customers would need to log on to your site and establish a new automatic payment (which I continue to disagree and believe you should have done this yourself).
After May I started watching my bank account for the automatic payment from *** - it did not process I then called in AGAIN (wasting MY time for your internal debacle) and was told I would have to manually make the payment for May because *** failed to do it Again, if I (your customer) were not proactive (wasting MY time), and had followed the instructions provided by mail and from my previous calls, my loan would eventually just go unpaid Your reps told me I would need to create a single payment from your site on May to make the May payment (that you/your assigns failed to process correctly) and then I would have to log back on AGAIN the following day to set up a recurring withdrawal on your siteHow stupid are you/your system? I have never dealt with such piss-poor account management You refuse to support your customers properly You REQUIRE your CUSTOMERS to do all the work to complete this INTERNAL migration from your assign (***) back to you (Freedom)Again, my concern is for the thousands of customers affected by your internal change How many are less proactive than I? How many will not realize how screwed up this is/was until after they are days late and you report negatively on their credit reports? How many will start getting nasty letters because they are late - again, due to your botched process?
Personally, I will be fine I will continue to monitor my account and will fix everything myself - since you seem incapable of doing so
Rest assured, I will never take another loan from Freedom and I will make every effort to advise others to do the same Shame on you!
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/Freedom Mortgage:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My 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,
*** ***

*** ***, I am sorry that you were having issues logging inI can have someone assist you personally if you would let me know if you are still having problemsYou can email me at *** Most of our borrowers have no issues using the website so we would be happy to
assist so you do not have any trouble in the futureSincerely*** ***Vice President Customer ServiceFreedom Mortgage Corporation

Mr*** you were issued a check in the amount of 21,You did not get a full refund of the lender placed policies because there was still a structure on the propertyThe home was still intact; the entire frame was still standing based on our inspections which were documented by photographsYou would have needed to maintain a builders risk policy had you chose to rebuild but you did not which is why the lender placed policy was in effect until the loan was paid offWe have to follow investor requirements which mandate that the property have the proper insurance and that is why we had to keep the lender placed insurance in placeSincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

*** ***, I am sorry you were having difficulty setting up the account onlineWhen I received your complaint I asked our customer service manager to have someone reach out to you and assist you with setting up the web accountHe did so and they reset the security questions and password and you
now have access to the account onlinePlease let me know if I can assist you in any other way*** ***Vice President Customer ServiceFreedom Mortgage Corporation

July 28,
Roman" size="3"> 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
I have reviewed your complaint and researched your payment history regarding the drop in credit scoreOur records indicate that you have no late payments in the period in questionIn addition, when the servicing of a mortgage loan is transferred, RESPA requirements state that the Mortgagee (Freedom Mortgage) cannot report credit history until a full days after the transferIn this case, Freedom would not report until AugustPlease note that many factors can affect your credit score
With regard to finding your escrow balance on our website, we are constantly striving to improve our websiteAt this time, I cannot provide a timeframe on when escrow balances will appear on our websiteIn the meantime, our monthly billing statements provide the escrow balance in addition to any transactions that affect your account
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: ***
***

Ms ***, I am sorry that you were having issues getting the refinance to close and getting updates from our staffI escalated your file and had the processing area reach out to you and give you an updateA you know your loan has not closed and fundedPlease let me know if I can be of any
further assistance
Sincerely
*** ***
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 me
Regards,
*** ***

Phoned to request removal from mailing listAgent was unableProceeded to repeatedly tell me he spoke with me previous week according to his caller idThe number he gave me was NOT my phone number, not even closeHe continued to argue he spoke with me previouslyWould not accept the fact he made a mistakeI requested a supervisor who he would not provide to meNonetheless, I was unable to remove my address from their databaseI will continue to receive 4-pieces of garbage per monthI was informed it was a recorded call, check records for 5/

[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,
*** ***

Ms*** I apologize that we provided some misinformation in regards to the feeWe have applied to the principal balance of the loanPlease let me know if we can be of any further assistanceSincerely*** ***
*** *** *** ***
*** *** ***

Mr*** upon receipt of your complaint I reviewed your payment historyIt appears that the additional payment in January was applied and your loan is now due for the 5/1/paymentSince you are paid ahead I can have the one payment reversedIf that is what you wish please email
me at *** and I will ask for the reversalIf not you will not have a payment due until 6/1/16.Sincerely *** ***Vice President Customer ServiceFreedom Mortgage Corporation

Mr and Mrs ***, upon receipt of your complaint I reviewed you concerns with our legal departmentThey stated that we are not obligated to report anything in box Per the instructions on the back of the form there is no instructions for box The real estate taxes are reported further down
on the form and would be acceptable for reporting taxes paidBear in mind not all home owners pay their real estate taxes from an escrow account, they report the taxes that the paid to their taxing authority based on the annual tax notice they get and proof of payment from the tax officeWe do not believe that there is anything incorrect about the statement you have receivedSincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Ms***, My understanding is that the final check was mailed to you via regular mail on 10/Can you confirm receipt of the check pleaseRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Complaint: ***
I am rejecting this response because:Then there need to be a way to get a waive form the source
Regards,
*** ***

*** ***, I apologize for the frustration you experienced during the processing of your refinanceAll activities that took place are being reviewed at the highest levelWe escalated the file and my understanding is that the loan has closedThere was an issue with the settlement statement
that is in the process of being fixed and your loan is set to fund tomorrowIf you need any further assistance or would like to discuss this personally I can be reached at *** ***Vice President Customer ServiceFreedom Mortgage Corporation?

Mr***, upon receipt of your complaint I asked my cash department to review your account and advise why funds were reversedThey advised that the previous servicer of your loan,
*** loan servicing advised that a payment that you had been posted twice in error and they needed the funds to be returned to themI reach out to *** and they provided the explanation below
history reflects two payment of $were applied effective 6/08/One payment was applied to the 6/payment with the remaining $applied as a principal paymentOn 7/07/16, we received a payment of $Combined with the second 6/08/payment we had $1,666.00, of which $was applied to complete the 7/paymentThe remaining $1,was applied as a principal paymentIn October a reversal was completed to remove the duplicative 6/08/payment, but the transaction history was not reconciled to reflect the reversalIf reconciled, at the time of the servicing transfer, the UPB should have been $96,($95,+ $836.00)We have reversed from principal and applied that as the 3/payment effective 3/1/The loan is now due for the 4/1/paymentI am waiving all late charges and also making certain that any negative credit reporting is removedSincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Mr***, due to bankruptcy law we are not allowed to send you a statements and you will have to work thru your bankruptcy attorney to obtain statements and or billing change noticesI am sorry but the law is there to protect you per the bankruptcy codesI would suggest you
consult with your attorney
Sincerely
*** ***
SVP Customer Service
Freedom Mortgage Corporation

MR***, I do apologize that you are having issues with the payment posting prior to the late charge dateWe have removed the late charge that was charged against your accountPlease let me know if Ican be of any further assistance.*** ***Vice President Customer
ServiceFreedom Mortgage Corporation