Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because: ..it is pointless. There is no way to get anywhere with Freedom Mortgage Corporation. (I don’t write that out of anger, I write this because of many months of experience that I made with this Corporation, so I see myself in the position to definitely make this statement. I spent many (and I mean many! I have several witnesses for that) hours on the phone trying to get everything resolved. Just to ensure that the Freedom Mortgage Corporation is understanding my experience with their Company. In October 2015 Freedom Mortgage notified me that they were going to be taking over the loan on 1 November 2015 starting from [redacted]. I took the initiative to call the mortgage company on 22 October 2015 to let them know that the mortgage they are taking over had a claim open with the [redacted]. I was told at the time that there was nothing they would be able to do because the Mortgage Company did not have the loan yet and would have to wait till after 1 November in order to take care of the issue. After 1 November 2015 I called again to Freedom Mortgage Corporation to let them know that I needed help dealing with the [redacted]. I asked for a fax number to the Mortgage Company to send them the Claim packet filed with the insurance Company. I then spent $104.00 to Fax a very large Document explaining the damages on the house. [redacted] had already had all of this documentation prior to Freedom Mortgage pulling the loan back from [redacted]. [redacted] was servicing the loan for Freedom Mortgage Corporation. On the original documents from the Adjuster, the original amount of the payment was going to be approximately $106,974.74, which was not acceptable. The Insurance Company ([redacted]) adjusted the amount up to the amount of the first settlement check for $129,950.69, which was issued at the end of January 2016. At the same time that I signed the Proof of Loss Another claim was opened with the [redacted] for additional money to cover the rest of the house. I had to get Congressman [redacted]’s staff involved to get the settlement that was finally reached for $177,440.00 which was the max for the Policy on the house ($47,449.31 is the amount of the second check). While going through this process with [redacted] I had asked Freedom Mortgage Corporation to stop all insurance on the house. This occurred in December 2015 on or about the 18th, Freedom Mortgage Corporation stopped the payment for the Hazard insurance stop from being paid. At that time, I was not informed of a requirement to carry insurance on the unpaid balance of the loan. I did not find this out until I was given notice that I would have lender placed insurance put on the home. I immediately called Freedom Mortgage Corporation to dispute the need for insurance on a house that was destroyed in the flood. I was then transferred to the Insurance department of Freedom Mortgage Corporation and told that I did not have a choice in the matter I have spoken to the Loss Draft Department of Freedom Mortgage Corporation about this matter. I have been told that I would get a call back from supervisors in the Corporation (this was a joke because the calls were rarely returned by a supervisor) and when told to call back to their extension it would not exist. On 17 February I requested forgiveness for the remaining balance of the loan because I had not received any word from the Insurance that they were going to make any additional Payment. I wrote a Letter explaining that there was an additional claim on the property for more money but was not sure as to the amount that was going to be paid. In that letter I explained that the Escrow ($6,238.00) and the check for $129,950.69 be used as payment for the loan. The total of this payment would have been $136,233.69 ending up with a remaining balance of $26,244.00. In the mean time I am still not living in a house, my family and I are living in an RV trying to finish a house that we bought as a project house prior to the Flood. Because the Mortgage Company refused to work with us on reducing the payment on the loan to reflect just the Principal payment without the Escrow money added to the amount. The way my wife and I have been treated through this whole process has almost caused a large rift in my family.  As far as I am concerned I have done all the foot work to ensure the Mortgage Company gets their money. I need to also make a statement about the way this company has harassed me about payments on the loan I have been called every other day last week asking for payment and every day this week asking for payment. I have informed the Mortgage Company of my intentions of taking this to court if this is not resolved. If this is to go to court, I will be asking for far more than what is listed below. Be informed that I have already consulted with a Lawyer on this matter and am ready to escalate this. I will write the letter but this is what needs to happen All interest from 20 May 2016 to present, all forced insurance charges, any fees assessed on the account for being late along with reversing all credit reports submitted against me need to be corrected. I feel that this is the minimum that will be acceptable. The amounts that have been charged are as follows: Forced Hazard Insurance $1641.00                                       $284.00 Late Fees                        $39.88                                       $12.36                                       $28.40 ESCROW                         $6839.00 Remainder after the loan $47,449.31-$31,724.00=$15,725.31 Total:                              $22,928 And until I am assured by Freedom Mortgage that this is met then I will write the Letter requesting these things listed above.  Regards, [redacted] Since the above response has been written the Mortgage Company still refuses to take the forced insurance of the amount also they have sent me more paperwork to fill out in regards to why I have not made any payments on the loan since the 20th of May. I have had more fees added to the account and more forced insurance. The total of the Forced insurance is $1641.00 + about $280.00 which still bring the total to $22,687.75. I will be able to verify the numbers once I get back to my house this evening. There is also the matter of the interest charged on the account since the 20th of May 2016. This matter needs to be resolved for no less then what is stated above. The mortgage company has had the payment since 20 May 2016. 
Regards,
[redacted]

[redacted], upon receipt of your complaint I asked our processing area to research the issue with the closing disclosure. They advised that you had elected to receive the closing disclosure electronically. One was sent to you in that manner on 12/10/15 but it has never been opened. Additionally...

we pulled phone calls between yourself and our staff and we never refused to send you the closing disclosure. On 12/9 at 4:04PM Kerry Frysinger sent you a copy of the initial and final closing disclosure. Your loan has since closed and funded so I assume that you agreed with the figures. As for the credit reporting, FISERV, the vendor whose system we use for our loan servicing functions, reported a number of loans to be in forbearance in error. This occurred at the end of October and was corrected within a few days. The loan is not reporting as having been in forbearance. Sincerely [redacted]Vice President Customer Service Freedom Mortgage Corporation

FreedomMortgage.com -- What a horrendous website. My loan was transferred a year ago from another mortgage company, and I have tried unsuccessfully for the past 13 months to pay my monthly loan amount online through their website. The usability is deplorable and the customer service reps who take your call are not trained to handle these issues. Unfortunately, I didn't have a say when my mortgage was transferred to this awful company who's online terms are the worst I have seen in my entire life. I'm surprised they received an A, but see now that they have 82% negative reviews, so perhaps Freedom Mortgage pays for the A rating. What a joke of a company, a website and a business. Shame on you Freedom Mortgage.

Ms. [redacted], I have reviewed your complaint as well as the application that was in process. It seems that you could not provide what our underwriters needed to complete their review of your file. You advised the processor on 2/18/16 that you would not and could not provide what was requested in...

order to move the file forward. The application has been withdrawn. While we do not feel that there was any delay or error on our side in the interest of good customer service we will refund you the appraisal fee. It will be mailed out via regular mail in about 10 to 15 business days.Sincerely[redacted]Vice President Customer Service Freedom Mortgage Corporation

Mr. [redacted] upon receipt of your complaint I reviewed your loan. The servicing of your loan transferred to us from [redacted] on 2/12/16 due for the 9/1/15 payment. The loss mitigation items that you had submitted to [redacted] were out dated and you were advised that a new package would be...

needed. Since that time you have sent in documents but have never fully completed a package. As recently as 4/13 you were advised of missing items needed for us to complete a review of your file. I am attaching a copy of the missing items letter which has been sent to you. I do not see any evidence that the allegations you assert in your complaint are factual. The rep provided you with the CEO’s name and our address and each time you called you had a representative available to you as well as your SPOC. Please forward the missing items as we do want to help you retain your home. Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

December 13, 2017   [redacted]
[redacted]
[redacted]   Re:       Your Complaint to the Revdex.com             Dear [redacted]   We have reviewed your complaint and...

researched the issue regarding your refinance application.   Per our loans notes, you stated that you would like to remove your Mother from the title of the property. In order to accomplish this, a quit claim deed is necessary. Freedom Mortgage is not attempting to steal your home. We had someone reach out to you to explain.   In order to complete your refinance transaction, the following is needed:   Appraisal review to validate that the pool is winterized and will meet FHA guidelines.   All credit card statements need to be collected.  Some credit cards are delinquent at this time.  The Underwriter has stated that she will review and to determine debts you will need to bring current.  We can't request the credit card statements until the appraisal process has been completed.   Source of funds for those credit card accounts will be needed as well. We will provide additional information on this after the Underwriter has reviewed the file.   Sincerely,     Joseph P. P[redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted]
[redacted]

[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.
Regards,
[redacted]

I am sorry that my answer did not satisfy you. I think what you were told in reference to outsourcing is that until last year all of our loans were subserviced by [redacted] Servicing, we not service most of our loans in house but the fact that [redacted] was and still is for some loan our subservicer has no impact on the posting of your mortgage payments. [redacted] had their lockbox for processing payments and we have ours. We are sorry to lose you as a customer and wish you the best in your future endeavors

October 20, 2016
 
Roman" size="3">  
Mr. [redacted] and Mrs[redacted]
[redacted]
[redacted]
 
Re:       Your complaint to the Revdex.com
 
 
Dear Mr. and Mrs. [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 payment made on your previous mortgage.
 
Unfortunately, when you requested the reversal of your payment, the pay-off we used already had the payment included in the figures. Our Operations Department should have waited for the payment reversal and then requested a new pay-off. As the pay-off was used with the payment made, we needed to use the funds paid on 9/19 in order to pay off the loan as the pay-off amount was short after we reversed the payment.
 
Since this was our error, we will be refunding the payment in the amount of $1,482.69 to you. Please note that this is the amount we received on 9/19/2016 and not $1,362.52 stated in your complaint. 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]
[redacted]

We have been with freedom mortgage for the past eight months, not by choice. In the first five months they messed up on two of our mortgage payments stating that they never received the check so We would make payments over the phone and the next day the check would come through our bank account. We knew our escrow was already messed up due to our refinance. So in November 2015 my husband called and asked specifically what needed to be written in the memo box on our check in order for this money to go into our escrow account. They stated to write "escrow only" in the memo box on our check. So in November 2015 we wrote a check for $2000 and mailed it in for "escrow only". Two months later we called in just to check and make sure because we noticed that there was an extra payment on our account that had been made. The $2000 that we mailed in for escrow only was added in as a payment which then made us negative for our 2015 escrow. We would call and call and call to get this straightened out and during that time no one, no Manager, no supervisor, no one could tell us where that $2000 went. We kept calling and would get put on hold for over 45 minutes and then get kicked off the call. We would be told someone higher up would be giving us a call and they never would however in their notes they would state that they did call us but they would never leave a message . We never showed any record in our phones and our phone accounts that there were ever any calls made to us from them. We then received our new mortgage statements for the year. Our payments went up over $800 a month!!!!!!!!!! This past month when I received our statement in the mail it finally showed that our $2000 check was added into 2016 escrow account. It still has not been fixed and put into our 2015 escrow. Today I called and just let the lady know that someone needed to call us back because we now have our attorney involved and she kept asking me who we planned on suing. I told her we are not suing anyone just taking them to court so they can finally provide the information that we have been asking for . She states , "well I guess we will see you in court then". They are now double taxing us for 2016. We should be paying $439 a month in taxes but yet they show it to be $895. THIS COMPANY IS A COMPLETE FRAUD!!!!!!!!!

Mr. [redacted], I do apologize for the issues you had with the website. We were experiencing intermittent outages that caused issues when logging on or trying to make payments. Those have been addressed with the vendor and have been corrected. If you have any future issues please feel free to email...

me and I will have someone assist you.
Sincerely
Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

My mortgage loan was bought out by this company and all I can say is AWFUL. Issues ranging from not being allowed to make payments online (forcing me to pay a phone charge) all the way to failing to provide documents (after asking more than multiple times) so I can refinance my mortgage with a more worthy company. Also very delayed response time with any inquiry I have had, if getting any response at all. The customer service is beyond poor. Representatives having a bad attitude and failing to even allow me to speak with a manager. The list goes on and on.

July 26, 2016
 
Roman" size="3"> Mr. [redacted]
*
 
Re:       Your complaint to the Revdex.com
 
Dear Mr. and Mrs. [redacted]
 
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, 2016. Regarding the late fees, we will credit the late fee for the May payment in the amount $75.15 to your principal balance and waive the late fee for June which in effect, will add $150.30 to the escrow check refund that will be sent to you within 30 days after the loan pays off. In addition, we have waived the $30.00 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,
 
 
 
 
[redacted]
Assistant Vice President
Customer Service
Freedom Mortgage Corporation
[redacted]
Phone: [redacted] or direct line [redacted]
Fax: [redacted]

Mr. [redacted], it is my understanding that you were contacted by a senior level manager to address the questions you had with your escrow account, if this is not the case please let me know and I will ask someone from the servicing/escrow department to contact you.SincerelyRoseanne GVice 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 [redacted], and find that this resolution is satisfactory to me.
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]

Mr. [redacted], upon receipt of your complaint I asked the loss mitigation department to review your concerns. The advised that you were already delinquent before you entered in to the trail payment plan for the loan modification. Below is a listing of the payments applied to the loan. The trail...

did not start until we got a payment from you on 10/9 but you were already 60 days delinquent at that time. Further the agreement you entered info was not for the full payments, they were trail payments to see if you could afford the loan modification. This did not change what was actually due on the account at that time. Your trail plan agreement advised you as such with the following language. We have removed the 90 days reporting as a courtesy but the 30 and 60 days lates will not be removed.
Date
Reported
[redacted]    [redacted]  *  *   [redacted]    [redacted]  *  *   [redacted]    [redacted]  ** [redacted]    [redacted]  ** [redacted]    [redacted]  ** [redacted] [redacted]    [redacted]  ** [redacted] [redacted]    [redacted] [redacted] [redacted] [redacted]    [redacted] [redacted] [redacted]    [redacted] [redacted] [redacted] [redacted]
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Ms. [redacted], our records show that you cashed the check we sent to you on 3/18. Please advise if that is not the case

Complaint: [redacted]
I am rejecting this response because:The response fails to address the complaint specific to my detailed correspondence of 3/26/14 and further fails to address the escrow discrepancy as I outlined.  It does not address the mortgage escrow details.  Whereas I have received an email from [redacted], indicating some movement, Freedom and my loan care has yet to reply to the specific request of my 3/26/14 inquiry.  I am continuing through month #2 to contact Freedom and My Loan Care numerous times a week without resolution.  Their continues to be a lack of response to voice mails left in an attempt to resolve this issue.  [redacted] has been the only one to reach out to me and there are encouraging signs yet I remain with the issues unresolved and my correspondence from 3/26/2014 have yet to be addressed. It is unfortunate that Freedom via MyLoanCare seeks immediate responses from their customers yet their is no accountability for the same to their customers.
Regards,
[redacted]

July 27, 2016
 
Roman" size="3"> Ms. [redacted]
 
Re: Your Complaint to the etter Business Bureau
 
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 missing payment issue referenced.
 
Freedom Mortgage has located the missing payment and applied the payment amount of $837.00 to your account. As of today, your next payment will be due on August 1, 2016. In addition, all late fees associated with this lost payment have been waived.
 
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]
Phone: [redacted] or direct line [redacted]
Fax: [redacted]