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 [redacted], and find that this resolution is satisfactory to me.
Please note that I dispute the notion that the reason for the loan falling apart was due to the subordination.  That information was supposed to have been requested well before August and Freedom did a poor job following-up on the request and responding to the additional requirements.  I truly believe that, based on the interaction I had with the representatives I was dealing with at the time, the ball was dropped by them TWICE and no one else.
Regards,
[redacted]

[redacted], upon receipt of your complaint I reviewed your account. Payoff charges vary by state and by the type of loan. The fees can not exceed the amount allowed by the state however FHA offers further guidance and they allow for the 1st two payoffs to not have a fee (in a since 12 month...

period). The rep should have said that the payoff fees can be up to 30.00 depending upon the above variables. I would be happy to provide you with a payoff statement. If you would still like one please email me at [redacted] and I will send you on via email.Sincerely,[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

As a licensed agent I have received a Pre Approval from Freedom Mortgage - I was representing the seller - this mortgage company does not review their clients properly - therefore the escrow had to be cancelled at 29 days of a 30 day escrow. Costs were incurred by the sellers and the buyers and both the loan officer and the regional manager were not forthcoming that there were issues until the file should have closed.
I can quite see why the rating is so bad. They are very unprofessional in their business dealings and there are many loan officers and managers that will treat their clients respectfully - stay away from this company unless you want a rough ride.

Ms. [redacted] upon receipt I asked the payment processing and cash departments to review your issue. Below is the information that provided in response to your issue:
The borrower’s have used the following account numbers to draft their payments.
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[redacted]
[redacted]
 
Seems that when the spouse called in to make a payment on 4/28/14, she cancelled and said that she didn’t have the account number on her, so the draft was deleted (as shown below on 4/28/14 on [redacted] screen). The amount indicated on the bank statement is not the same amount listed on the system for 4/28/14.
 
[redacted]  [redacted]  [redacted]
                                       DELETE TODAYS MAINTENANCE
[redacted]  [redacted]  [redacted]
                                       REQUESTED BY
                                       PHONE NUMBER
                                       ACCT NUMBER    [redacted]
                                       DRAFT AMOUNT           [redacted]
 
Also according to the information the borrower sent to us, it’s looks that the transaction was a transfer transaction / share adjustment for [redacted] for account number [redacted] According to the document they sent to us, it seems they were transferring money from one account to another and put the reason/memo as Freedom Mortgage because the “Type category:  states “Transfer”. The payment they are stating that we took from their account is different than the account number listed in the system on 4/28/14. The payment on 4/28/14 never occurred (different account# and different amount) which is the reason we cannot locate the payment.
·         Account number listed on the documents is [redacted] and this account was last used on 3/28/14.
·         The account number listed in the system on 4/28/14 is [redacted]
[redacted]
[redacted] 
Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
My name is [redacted] I filed a complaint I believe in May against Freedom Mortgage, because of issues I had in dealing with them. I tried contacting them several times via email and no one ever responded to my emails.
The complaint:
I was told by my broker that we could not get the loan because of a lien we had on the house. The lien was actually a small business loan. The payments NEVER came out of our house hold account. They always came from the Business account...We showed proof of this.
Finally I received a letter after the complaint it said the following reason is why, and nothing was checked? So very unclear. Our credit scores are in the 700’s so l know credit history is not the issue. So I never did get an answer as to why
we were denied, because they just really don’t have a good explanation.
We were strung along for literally three months. Every time we were ready to close they needed an additional item. We paid out $460 for an appraisal and we would like that money back!
We started everything on Feb. 28 and were denied in May...seems a little long.
Thanks for any help
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First of all there is not a comprehensive action plan identified by Freedom Mortgage.  There are no associated dates for action completion.  How will Freedom Mortgage rectify the situation in regard to my mortgage refinancing as the error was their issue? I have attempted to initiate a dialogue with Freedom Mortgage but there is in my opinion and experience a lack of accountability and customer service.   I will now file a formal complaint with the Attorney General's Office of the State of New Jersey.    Thank you.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I'm surprised why I've to wait for another reporting cycle for getting it fixed. If they can send the delinquency notification over night, I expect a similar swift action when they realize the mistake is at their end. I'd like to leave the complaint open until the issue is completely resolved, i.e. letter in writing to me from them confirming their erroneous reporting to the credit bureaus and the current status of my mortgage account. And what's the compensation they offer me for the time I wasted so far even though the mistake was not at my end. Also, since Escrow account shortages were highlighted, I would like to let them know that I'm disputing there Escrow calculations (mailed in Jan 2016) as the calculations are not accurate because of the same lapses/misses by their accounting department. I've sent an email to the customer care with a detailed analysis of my Escrow account and the expected Escrow balance, including the documentation supporting my analysis. Waiting for a response to my email.
Regards,
[redacted]

Mr. [redacted] I have reviewed your account and I do not see that you were assessed late charges. When the servicing of a loan transfers the borrower is protected under RESPA for the first 60 days for being assessed late charges or being reported as delinquent to the credit bureaus. It does...

not mean that you do not  have to make payments for 60 days however and that is why you were getting phone calls and letters. The loan was still showing due for December in January. After reviewing your account it seems that you have some additional issues regarding payoff fees and a tax payment. Please email me directly and I will help you get your concerns addressed. [redacted]
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

November 14, 2016     [redacted] 48418   Re:       Your complaint to the Revdex.com   Dear Mr. [redacted]:   We are in receipt of your complaint and are happy to respond to your concerns. I 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 application. We 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 Administration. In ordered to do this, we are trying to get a copy of the Deed of Trust. We are working with Ocwen to obtain this so we can summit your loan to Underwriting for a final decision. The 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 08053

My mortgage was sold to freedom mort. I immediately set up the automatic withdrawls. Their website won't allow you to make principal payments ONLY, you have to make a regular monthly payment in order to make a principal payment....but they already take my payment every month. If you call them to make the principal payment they charge you $15. The only way to do it at no cost is through the mail. So I tore off the statement stub, crossed through the "monthly payment", escrow" and "interest" lines and left ONLY the PRINCIPAL payment with the amount of the check and "PRINCIPAL PAYMENT" on the check. When freedom mort. received my check, they used it for the next month's payment and very little went towards the principal. I called when I noticed it on their website, and it has been almost a week and they still haven't rectified their mistake. I have sent 1 email a day and they won't reply. I called again this morning and the customer service gal said it should be done sometime today. This company must hire illeterates or non English reading employees. I have asked repeatedly to have their IT people update their site so we can make PRINCIPAL PAYMENTs . They told me for months that "they're working on it". BS. It can be done over night IF they wanted it done. They just want to charge people to take their money. This is a terrible mortgage company but we didn't have a choice, our mortgage was sold to them. If at all possible, do not do business with this company.

Mr. [redacted], upon receipt of your complaint I reviewed your account. I know that you state that your bank has sent proof of the payment but to date we do not have that. What we will need is the back and front of the cancelled check. If the payment was made via ACH then we would need the back and...

the front of the banks check as we can not take electronic payments at this time and therefore your bank would have had to send a check. You can email the proof to me if you like at [redacted] and I will send over to the cash department. Without proof from you we will be at a standstill as we can not locate a payment that we do not have proof that we received. Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:
Shouldn't my payment be re-adjusted or shouldn't there be an escrow analysis since there is now an excess in my escrow account? My payment was initially raised to cover the shortage in escrow, therefor there should be a payment adjustment as I shouldn't be paying as much into my escrow. 
Regards,
[redacted]

[redacted], Upon receipt of your complaint I asked [redacted], a customer service supervisor to contact you. Over the course of a
number of days he reached out and left messages, you called back but he was not
in and in the end I do not believe you ever connected. The website was...

having
some issues and in addition approximately 30,000 new loans were boarding our
system. This overwhelmed the phone lines and caused disruptions on the website.
I do apologize that this caused you distress and that you were not able to get
the information needed. Your taxes were paid on 10/6. If you would like the
history please email me at [redacted] I do not see that there any late charges and there was no negative credit
reporting. Payoff statements were generated and sent on 10/16/15, 10/21/15 and
10/22/15 and the loan paid off on 11/4/15. As for the year end statement, those
are not generated until year end and are mailed out the borrowers. We cannot
provide one earlier than that I am afraid.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage corporation

October 12, 2016    
[redacted]
[redacted]
[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 concerns. I have...

reviewed your complaint and researched the issue regarding the missing payment.   We have located the payment in the amount of $1,227.50 which was routed to us in error and applied to the incorrect account. We have reversed the payment from the incorrect account and forwarded the payment to [redacted] on 10/7/2016.   Since [redacted] has your account and records, any amendments to your credit must originate from them.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Ms. [redacted], I do apologize that you were
frustrated by the refinance process. When your complaint was received one of
our processing managers reached out to you personally and apologized and
expedited the file which has since gone to closing and has funded. Below I will
address the...

issues you experienced while the file was in process1: My personal loan representative never
returned my voicemails or emails. Upon receipt of the complaint we pulled all
calls and emails between yourself and the loan processor. It was noted that the
processor could use some retraining in regards to being responsive to phone
calls. She did return emails but the level of response to phone calls was not
acceptable. This has been addressed with her and she will receive additional
training. 2: I was
forced to send the same stuff over and over but wasn't kept updated on my file.The
issue was that some of the items requested, in particular the bank statements
were not showing what was needed. The first one did not have sufficient funds;
the second did not show your name. We were not trying to be difficult; we just
have to have the proper documentation in our file3: The closing date was set and confirmed.
The day of the closing at about 1 pm I was contacted by the attorney and
everything was set. At 7 pm when the closing was going to happen I called the
attorney and he said the closing was cancelled and he received notice at 4 pm.
He thought the company called me so that is why he never called me again. The
company never called me or sent me an email. I called my loan officer but they
never answered. I tried their supervisor wit the same result. I tried other
departments and was constantly interrupted during my explanation and was spoken
to condescendingly.We checked our phone records and the
processor called at 4:53 pm on 10/2 and left a message that the closing had to
be rescheduled and that she would call you back on Monday to see what the best
time would be.  4:
The online website to check my status doesn't work. I am not sure what online system you are
referring to but would be happy to have that looked into5: I have had nothing but problems from
this company despite paying promptly.Again I am sorry that this was not a more pleasant
experience and I am available should you need any assistance in the future.Sincerely
[redacted]
Vice President Customer Service

Ms. [redacted] I apologize for the miscommunication. We cannot defer the payment of the appraisal until after underwriting because the appraisal has to be completed before the loan is underwritten and the fee is typically not refundable. However under these circumstances I will refund the fee. It will...

be credited back to the credit card you used when you paid for it. Sincerely[redacted]Freedom Mortgage Corporation

Mr. [redacted], as you know I did try to get the approval for you to act as your own contractor but this was denied due to our investors guidelines. I am sorry that we could not have met your request.

October 3, 2016     Ms, [redacted] OH 45239   Re:       Your complaint to the Revdex.com     Dear Ms. [redacted]:   We are in receipt of your complaint and are happy to respond to your concerns. I have...

reviewed your complaint and researched the issue regarding the $10.00 pay by phone fees charged and being locked out of our website.   First, please allow me to apologize for the difficulties you experienced with our website. We are constantly striving to improve the site and have some significant improvements planned in the coming months. Out records indicate that you paid a $10.00 phone charge on 7/26/2016. We are refunding the $10.00 to you. Please allow 5-10 business days for delivery.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted] PA 19034

Complaint: [redacted]
I am rejecting this response because:The tax dispute has not yet been resolved, they are just saying it will be completed. Two things need to happen; the confirmation number of the tax refund sent via mail or email to [redacted] The other item, our credit reports need to be updated, we should not be showing late payments as a fault from their business practices. Once these items are taken care of we can accept their response.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have no communication with Freedom Mortgage as to if a price increase or decrease of any kind has been made and or a monthly client summary of my account payments. This can cause a non receipt of a check, which would put me in arrears with them without my knowledge, impact my credit rating and accumulate late or lack of payment Fees by Freedom Mortgage to be collected latter with accumulated interest.I spoke with a [redacted], 07/15/2016 a Service Rep for Freedom Mortgage and she could only repeat with what was stated in notification of the status with this claim and no further.I again ask for a "Client Summary" of my account so that I have confirmation of its status, which is permissible and allowed under Chapter 13 legalities. The response was basically no comment, she was nothing more than a "Client Monitor" for Freedom Mortgage.I m currently paying a firm now @$1293.00 monthly for a over a year now without any form of "Client Summary" or status of the account, yet I would be liable and penalized in the future with possible interest or late fees uncollected and escrow not collected during my Chapter 13 payment period.
Regards,
[redacted]