Freedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:They now own the mortgage since 10/2015. I have requested a letter that states they are "aware and proceeding with corrective action" that could be submitted to my refi mortgage company to proceed with closing the refi, while Freedom Mortgage corrects the issue.Since they stated the legal department must make the correction and no foreseeable time frame can be expected?????I have been told on numerous call in's that I can receive this letter on 11/29/16, 12/2/16.When I called in 12/2/2016, I am notified a claim has been filed and that I can contact the Title Ins Company on my own......................????This has proceeding in excess of three weeks, I have been notified by the refi [redacted], there are now a second rate lock extension fee in excess of $200, for new documents and I will need to make payment to the previous mortgage company for Dec mortgage as well??????Truly unacceptable , customer service from Freedom Mortgage that was notified Nov 10, concerning the letter request?????????????
Regards,
[redacted]

[redacted], I am sorry that you were having issues logging in. I can have someone assist you personally if you would let me know if you are still having problems. You can email me at [redacted] 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 future
Sincerely
[redacted]
Vice President Customer Service
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
1.  I never received the documentation as the Vendor states
2.  I did repeatedly ask for the documentation as requested....I will be happy to provide the emails from Jeff Petersen as proof.  Its funny to me that all this research was done without a single contact initiated to myself
3.  Negative credit reporting is a serious issue, a single "oops" is unacceptable.  
4.  After this complaint I have spent hours on the phone trying to resolve the "numbers" issues that were entirely incorrect leaving the old loan without the ability to close.  Freedom mortgage "oops" again and paid my property taxes twice/
 
While I did indeed close the loan, it has been with nothing but problems....I essentially had to work through all their incompetence at each and every phase.  I honestly have no idea how this company stays in business.  I highly suggest any customer considering using their services to think twice.
Regards,
[redacted]

December 20, 2016     [redacted]   Re:       Your Complaint to the Revdex.com   Dear [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 issues you experienced during the application process. Your loan has a second lien which required a subordination agreement. Subordination agreements can take some time to obtain and require the corporation of the second lien holder. This was the initial cause of the delay in your application.   In order to pay-off your existing mortgage, we needed a pay-off form your current lender. These documents are time sensitive and need to be updated especially after a payment is made so the pay-off figures are accurate. We canceled your closing due to the need for an updated pay-off. Most lenders will supply document this within a day. We were unable to obtain a pay-off from your current lender in a reasonable amount of time and as you are aware, we enlisted your help in obtaining the document.   I have been advised that you requested to withdraw you application.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       Joseph P. P[redacted] Assistant Vice President Customer Service [redacted]

[redacted], I do apologize that the refinance was taking longer than expected, it seems that there was a delay based due to the fact that taxes for your property, which we needed to complete our calculations were not going to be available until the 2nd week of November. We have since gotten the...

figures, provided you with your final HUD figures and closing is scheduled for 11/20/15 at 3PM. please let me know if I can assist you with anything further 
[redacted]
Vice President Customer Service
Freedom Mortgage

Mr. [redacted], upon receipt of your complaint I reviewed the loan history. It appears that there was a misapplied payment that has since been reapplied correctly. The late fees on the account have been waived and the account is now current and due for the 8/1/16 payment. There was no negative...

credit reporting. I apologize for the frustrations that this has caused you. Sincerely[redacted]SVP Customer ServiceFreedom Mortgage Corporation

Where do I start?!? Freedom Mortgage is a company that I would not ever recommend to anyone. The lack of attention to detail is beyond me. I was kept informed the entire time by submitting the same forms to the processor 500 times. I could never speak with a manager or an underwriter (which is unheard of being that I was once an underwriter). I believe performance management is an issue as nobody at Freedom seems to know what they are doing. After reading all the reviews on the Revdex.com website, I would change mortgage companies in a heart beat.

Dear Ms. [redacted],Please note the next to last line in my previous response that we have amended your credit so our reporting to the credit bureaus will not show you as late for the month in question. Thank you, very truly yours, [redacted]Assistant Vice President

Mr. [redacted], upon receipt of your complaint I reviewed your account. The statements are being returned. The analysis letter comes from a different vendor and they have a different data file. Can you confirm your mailing address by emailing it to me at [redacted]. I do not...

have access to the file that the vendors use but can forward the proper address to [redacted] and have the correct what needs to be corrected SincerelyRoseanne [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

July 26, 2016     Ms. [redacted]
[redacted]     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.   First, please allow...

me to apologize for the delayed wait time you experienced when contacting our call center.   Regarding your issue with the fee charged for obtaining a pay-off, most mortgage companies do charge for the generation and distribution of pay-off statements and our fees are in line with industry standards. We have issued the pay-off you requested and have waived our fee on July 18, 2016. This pay-off was issued via e-mail and US mail as you have requested and you have confirmed to me on July 18, 2016 via phone that you have received the pay-off via e-mail.   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] Phone: [redacted] or direct line [redacted] Fax: [redacted]

Mr. [redacted], I am sorry that our representative did not meet your expectations. When the servicing transferred from [redacted] (our subservicer) to our in-house servicing the auto draft information does not transfer and the webpage for making online payments is different than the one you were...

previously using with [redacted]. I reviewed your account and I see that you called back after the loan boarded and set up auto draft on 5/10/16 and your next draft is on 6/1/16. There was nothing botched about the transfer and we boarded over 60,000 loans on the 5th with no incident. If you have any additional concerns I would be happy to address them, I can be reached at [redacted]Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Freedom Mortgage took over my loan a couple of years ago, and it has been nothing but headaches since then. Not only do they continue to make mistakes with the loan (paying the insurance when I pay it myself, not sending money owed to me, etc.) but they call me everyday, usually 3 times a day. I have also caught there employees in lies, and using scare tactics. I have talked with supervisors about it, and have repeatedly asked them to stop calling me unless it is about my current loan. All attempts have been pointless. They continue to call and bother me everyday!!!! I see the Revdex.com gives them an A- rating even though they have a 84% negative rating from customers!!! I would give them an F all day everyday!!!! I DO NOT recommend this company under any circumstances!!!!

Ms. [redacted], I apologize for the issues you were having with the tax payment and the refinance. It appears that the over due tax payment was what was holding up the refinance. I was able to get the taxes paid on 3/22/16, with any penalty or interest paid by Freedom and your refinance is...

scheduled to close on 4/1/16. The root cause of the delay in the disbursement of the tax payment will be thoroughly reviewed and corrective actions will be taken as needed. Thank you for bringing this to our attention.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

[redacted], I have reviewed your complaint and alsi I have gone over the emails you have been exchanging with David A[redacted] here at Freedom Mortgage. You colsed on a refinance on 1/28/14, at that time your existing loan with [redacted] was due for the 2/1/14 payment but because you closed on 1/28/14 your...

did NOT have to pay the Feb 2014 payemtn to [redacted]. You should have been refunded that payment by [redacted] after your loan paid off. Your new loan, which is also serviced by [redacted] had a first payment due on 3/1/14, as evidenced by your note. That is why [redacted] is calling for the March payment. David a[redacted] emailed you On May 7th asking you two questions, What happened to the payment you made on 1/29 and did you get a refund after that loan paid off. To date he has not gotten a reponse. Since we did not service the old loan and are not servicing the new loan we have no way to determine what happened to the payment you made on 1/29 without you telling us.[redacted]Vice PresidentFreedom Mortgage Corporation

Mr. [redacted],I am sorry that you had issues using your bank's bill pay service to pay your mortgage payment. At this time we dod not process them electonically as you are now aware but we hope to in the near future and have a project in process to accomplish that. You were not...

assessed a late charge as the payment was effective dated the 16th. For now you can continue to use the bill pay service, just all time for mailing and make the effective date of the payment prior to the 16th. Please let me know if there is anything else that I can do for you[redacted]Vice President of Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], I reviewed your account with the tax department and it appears that we had the taxes set up incorrectly as having two disbursements annually equally over 5,000 when in fact there is only one in the amount of 2793.58 They reanalyzed the account effective with the May payment and your...

new payment is $1171.26. I do apologize for the frustration this has caused you. Please let me know if I can be of any further assistance
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], I am sorry but presently our online payment system requires that you pay past due late fees. We are going to be changing that in the future but for now it is a system requirement. You can always mail your payment without a fee or use your banks bill payment service without a fee....

We apologize for the inconvenience.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], I am sorry that you feel this way but there is really nothing I can do to address your rebuttal. The loan can not be made due to the late payments on the other mortgage

[redacted]Upon receipt of your complaint I reviewed your file with theprocessor. She stated that she spoke with you about the term on 9/22/15 andthat you were fine with the term. The loan closed on the same day and while youwere afforded the right to rescind you did not...

rescind the loan. I can onlyassume that you filed this complaint prior to the discussion with the loanprocessor. Please let me know if you have any other concerns. I do apologizefor the length in time that it took to process the file, it did take longerthan usual.Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation