Freedom Mortgage Corporation

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Phone: (800) 220-3333 907 Pleasant Valley Ave Ste 3, Mount Laurel, NJ 08054 https://www.freedommortgage.com/ ! BBB Business Review on Freedom Mortgage Corporation is being Updated by BBB !


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Description

Mortgage Service provider
Conventional, VA, FHA, Jumbo, and USDA, adjustable-rate and fixed-rate mortgages.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating at this time because BBB file information is being reviewed and/or updated.




Additional Locations

  • 907 Pleasant Valley Ave Ste 3

    Mount Laurel, NJ 08054 (800) 220-3333

  • THIS LOCATION IS NOT BBB ACCREDITED

    21 Corporate Drivev

    Clifton Park, NY 12065

  • THIS LOCATION IS NOT BBB ACCREDITED

    281 Oakland Rd

    South Windsor, CT 06074

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    1101 Stewart Ave

    Garden City, NY 11530

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    104-60 Queens Boulevard

    Forest Hill , NY 11375

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    1488 Selworthy Road

    Potomac, MD 20854

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    1680 Cooper Foster Park Rd., #3

    Lorain, OH 44053

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    2 Summit Park Dr.

    Independence, OH 44131

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    22100 Mastick Rd.

    Fairview Park, OH 44126

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    41 W. Erie St.

    Painesville, OH 44095

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    6014 Mayfield Rd.

    Mayfield Heights, OH 44124

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    846 N. County Line Rd

    Jefferson, OH 44041

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    PO Box 89486

    Cleveland, OH 44101

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    10500 Kincaid Drive, #300

    Fishers, IN 46037

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    407 S Walnut Street

    Bloomington, IN 47401

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    7739 East Brainerd Road

    Chattanooga, TN 37421

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    2121 Eastchester Dr., Suite 103

    High Point, NC 27265

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    4000 Piedmont Pkwy., Suite 404

    High Point, NC 27265

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    4400 North Federal Hwy., #210

    Boca Raton, FL 33431

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    1431 Opus Pl Ste 515

    Downers Grove, IL 60515

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    7800 Equitable Dr Ste 150

    Eden Prairie, MN 55344

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    1600 E Robinson St Ste 250

    Orlando, FL 32803

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    2180 W SR 434

    Longwood, FL 32779

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    2180 W State Road 434 Ste 2180

    Longwood, FL 32779

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    700 W Granada Blvd Ste 101

    Ormond Beach, FL 32174

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    P.O. Box 619063

    Dallas, TX 75261

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    10730 Barker Cypress Road Ste BB

    Cypress , TX 77433

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    428 E. Thunderbird Road

    Phoenix, AZ 85022

  • 1808 Aston Ave #190

    Carlsbad, CA 92008

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    9909 Mira Mesa Blvd #160

    San Diego, CA 92131

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/31/2016 Billing/Collection Issues
5/30/2016 Problems with Product/Service
5/30/2016 Billing/Collection Issues
5/30/2016 Billing/Collection Issues
5/30/2016 Billing/Collection Issues
5/30/2016 Billing/Collection Issues
5/28/2016 Problems with Product/Service
5/28/2016 Billing/Collection Issues
5/24/2016 Problems with Product/Service | Complaint Details Unavailable
5/24/2016 Problems with Product/Service | Complaint Details Unavailable
5/21/2016 Billing/Collection Issues | Complaint Details Unavailable
5/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage has held my excess escrow funds long past the necessary refund time allowed. I have called several times. The customer service representative said that they would write the check immediately, yet no check was mailed. I called again and the customer service representative said that they would write the check immediately, yet no check was mailed. I then called again and the customer service representative said that the funds would be directly deposited into my checking account. I gave them my routing number and account number and I had the representative read the numbers back to me to make sure that they matched and they did. However, no funds have been deposited.

Desired Settlement: I would like the funds directly deposited into my account by 9:00 am April 21, 2016.

Business Response:

Mr. *******, upon receipt of your complaint I reviewed your loan and saw that the escrow refund was sent to your bank via ACH on 4/22/16. I apologize for the delay. Please let me know if there is anything further that I can do for you

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

5/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Business has caused Unnecessary aggravation and frustration, by violating the Property Act Of 1952. Business has for the third time failed to draft Mortgage from the account specified . This action is seen as purposeful to cause harm financial and mental anguish to my family and I. Latest violation was April 6, 2016 online payment April 12 , 2016 confirmation of payment, April 14, 2016 advising that a mistake was made on our end with regard to the wrong bank account number. I was advised by the Navy Federal Credit Union that Freedom Mortgage swapped the account number with the routing number. They have done this as stated 3 times and we have had enough, their action has caused us lengthy phone calls late fees , and the kicker, they have debited from this account before. Is this deliberate action, we think yes and as so report this undeserved action.

Desired Settlement: An apology and a refund of the internet fees and late charge fees accessed, about 100.00. Fair Treatment as stated in the ******** *** ** ****

Business Response:

Mr. ******, I do apologize for the issue with the April payment. It appears that our representative entered your banking information incorrectly. The late fee was waived as was the late charge, that payment had been made with an agent. Previously, for the February payment, there was an issue with the account number but that payment was made online, the bank account entered ended in 0768 and the ABA ended in 974 but I can not provide any of the other digits due to privacy concerns but please check and see if these seem correct. Since this payment was made online there was no intervention on our end. I do not see any other issues with you payments prior to this. Please let me know if there is anything else I an do for you.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

5/20/2016 Problems with Product/Service
5/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am paying Freedom mortgage considerably more in Escrow then required. They are denying evaluation of this case until 2017. I am getting an adjustment due to my income in regards to my Tax Burden with the state. This does not reflect in the payments I am putting in Escrow to Freedom Mortgage. I am paying them ~1000/year in excess in what is sufficient for my tax burden. They haven o business holding on to my money for a year because they do not feel like doing a recalculation. It is a very simple calculation.

Desired Settlement: I want to be refunded for my excess payments, and my payments adjusted going forward. And not 10 months from now.

Business Response:

Mr. ********, upon receipt of your complaint I asked the escrow department to review your loan. They advised that the loan was originated on12/14/15 and we acquired the servicing on 1/12/16. The property taxes were paid, based on the Homestead Exemption, in the amount of 1085.72 on 4/19/16. The loan is scheduled for the Annual escrow Analysis in October of each year (state determined date). As a courtesy we ran an off-schedule analysis effective with the 6/1 payment. The new payment amount will be 1269.21 and a surplus check of 419.82 will be sent separate from the analysis statement. Please let me know if I can be of any further assistance

Sincerely

Roseanne Goldberg

Vice President Customer Service

Freedom Mortgage Corporation

 

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ********

5/17/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received a letter from Loancare regarding my mortgage with Freedom Mortgage. Letter states Freedom Mortgage is taking servicing of their own loan. Letter states previously established automatic loan payments will cease after the transfer and to contact Freedom Mortgage to establish automatic payments with them. Logged on to my account at FreedomMortgate.com. Found my loan information. Checked my automatic payment information and on THEIR website it shows I have established automatic payments. Called Freedom Mortgage - rep says they do not have the loan yet. Strange, because my loan was taken from Freedom Mortgage (not Loancare) and I have always managed my loan from FreedomMortgage.com. She argued. I asked why we received a letter saying we need to contact Freedom Mortgage to establish new automatic payments if they have no ability to take that action. She continued to argue. She said it is my responsibility to call them back after 5/3/2016 to set up the payment again. I asked what governmental agency handles complaints against their company - she said there is none. Like the FTC or FCRA have no bearing. Strange. She said I should file a complaint with BBB - so here it is. She escalated my call (blind) to a supervisor. She again said she is not aware of any governmental agencies that have control over their business and referred me to BBB. I had already found them on your website and found they are not even an accredited business! I told her that. Seems their "standard" answer. I asked to speak with a manager - she put me on hold a while then said no manager was available. A quick Google search shows huge numbers of complaints against this company - but they still have an A rating (though unaccredited) from BBB. Strange. I understand what I need to to do to keep my mortgage current. I fear MANY other consumers will end up delinquent on their loans because of this botched transfer from Freedom to Freedom. This should be fixed.

Desired Settlement: Freedom Mortgage needs to obtain automatic payment information from Loancare to ensure mortgagees automatic payments continue through their own internal transfer. This letter is poorly drafted and likely deliberately confusing (says we will get two 1098s at end of year... one from Freedom Mortgage and a second one from Freedom Mortgage - that will mess people up next year). They should be required to send a new letter explaining how badly Loancare has handled this and what actions are required by the consumers.

Business Response:

Mr. *********, I am sorry that our representative did not meet your expectations. When the servicing transferred from Loancare (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 Loancare. 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 Roseanne.goldberg@freedommortgage.com

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

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 customers.

As previously stated, LoanCare sent a letter clearly stating my loan would be migrated after 3 May 2016 and all scheduled payments prior to that date would be automatically processed by LoanCare.  It continued that after 10 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 1 May I started watching my bank account for the automatic payment from LoanCare - 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 LoanCare 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 9 May to make the 1 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 site.

How 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 (LoanCare) 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 60 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,

****** *********

5/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: they contacted me saying that they were working with my current mortgage company (Ocwen) and that i qualified to reduce my interest rate. They said that Ocwen authorized this because of my good standing with them. I figured that I would give them a shot because I also received information about them as a flyer in with my mortgage. they originally started this process the middle of December 2015. They told me over the phone the out of pocket would be ~ $400 (the amount of my escrow) at the time of closing. They then claimed that they were waiting on a subordination on my house from a loan taken out in 2002 (My current mortgage is only 5 years old, so you would think they would have had to subordinate for the current Ocwen mortgage as well and that did not happen) The mortgage should be clean. Anyway, they drug this out until they said that I had to sign more papers (electronically), but now when reading the papers, my out of pocket jumped to $2400. When questioned about that all I was told was not to worry, they were jut estimates. I asked why, it jumped $2000, I never really got a good answer, so I refused to sign. Then in Feb, only a week or so after my last contact with them, new people from there company called started the whole process again, they of course had to start fresh because they had no record of any of the stuff they had been doing for the last two months, new credit report and paperwork, etc. A totally different out of pocket, that I questioned and was told don't worry it's just an estimate. About a week ago, they sent an email asking me to call this equifax for a three way phone call with ocwen. first they give me the wrong number then when I call the number, I am on hold for 20 min, then told that due to high call volume they will call me back after 4. They never did call. I call back a few times always stuck on hold and never reaching anyone again. I called my freedom rep and explained what happened, the next day she sends an email

Desired Settlement: Cont'd her email told me to contact equifax for a 3 way phone call with ocwen and stated that she had communicated several things to me including that I was going to pay fees for an extension and that I agreed to these things. She never communicated these things to me and I most certainly did not agree to pay for an extension. I responded as much to her email and left a voice mail as well. I feel that this company just drags people out so that they can get this extension money. As far as resolution, I would like for this company to never contact me again and I would like to warn other consumers.

Business Response:

Dear Ms. ****, upon receipt of your complaint I reviewed the application you had in process but have since withdrawn. It seems that the subordination and an unreleased lien were holding up the process of the file. I would agree that some of this should have been addressed earlier in the process but the need for a subordination (which is required every time you refinance when you have a second mortgage) and the lien release would have still been needed. WE have no control over the subordinating lender and we needed you to provide us with the lien release. Without those we were at a stand still. I am sorry that we were unable to close on the loan and that you were frustrated with the process.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

5/14/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have made several phone calls to instruct Freedom Mortgage to stop calling me with upselling offers and stop sending me literature in the mail to try to sell me products. They have refused to comply with the mail request, and I continually receive mail trying to get me to purchase more of their products or to change my mortgage.

Desired Settlement: I would like a signed letter on company letterhead that states they have received my request, and can guarantee that I will never receive an advertising phone call or piece of mail from their company ever again. I would like the letter signed by a specific person so that I will know to whom I should speak if the instruction is not met.

Business Response:

Mr. ****, I do apologize that you request to be removed from our marketing list was not complied with in a timely manner. Sometime it can take 30 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 point. I have confirmed that you have been removed from the marketing lists and should not get any further mailing. If you do please feel free to email me directly at **************************************

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

5/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am having trouble recouping escrow from a previous lender. I have refinanced my home with another lender. Freedom Mortgage was the original lender on my house. Below is the payoff statement on my house. The payoff was $212,562.53. The funds in the escrow account are $2259.69. The payoff was made on 3/21/2016. Freedom was supposed to reimburse me with the escrow balance of $2259.69 but instead they send me a check for 1739.66 on 4/4/2016. This is a shortage of $520.03. I have called freedom 5 times and every time I get a different answer. I have a feeling that Freedom is not going to return the shortage to me. I need help in recouping these funds. Can you help me?

Desired Settlement: I would like Freedom Mortgage to give me the money that is owed to me.

Business Response:

Mr. ********* upon receipt of your complaint I asked the cash department to review your account. They advised that the system held the extra funds to the payment of mortgage insurance and it appears that it kept to much. We did need to make one last payment for mortgage insurance as it is paid in arrears. As such there is now 358.55 in the account. They have disbursed that today and check will be available next week to be sent to you. My apologies for the delay in issuing this final check.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

5/14/2016 Billing/Collection Issues
5/14/2016 Billing/Collection Issues | Complaint Details Unavailable
5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had sent my mortgage payment to Freedom Mortgage the day before my home closed escrow in Feb 2016. I waited 15 days, assuming Freedom Mortgage would send the money back. The check was cashed and they didn't send me the money back. I called and was told they would refund the money within 10 business days. Two weeks passed and I called again. They were confused and eventually said the money was put in my escrow account to cover taxes by mistake. The Taxes were already paid off in escrow. Again they said they would have it to me "within 10 business days". A few weeks went by and I received a letter from Freedom Mortgage telling me I have $690 in my escrow account - but no check. I called Freedom Mortgage and asked to speak to a supervisor. I was put on hold for 12 minutes and someone named Martha answered and said they'd try to get me my money "as soon as possible". I told her that would not be good enough. I needed it to be sent right away. At this point it's been 2 months since they cashed my check. After arguing that there was no one else for me to talk to she put me on hold for another 10 minutes and a woman names ****** got on and told me she was going to take care of it but couldn't do anything until the next day because it was after 5pm EST. She gave me her direct line.

Desired Settlement: I'd like an immediate refund and apology for wasting my time. I've spend nearly an hour and a half working to get a refund they say I am due.

Business Response:

Ms. *******, upon receipt of your complaint I asked the cash department to review the outstanding refund. They advised that a system issue prevented the funds from disbursing. I am truly sorry that this has been so frustrating for you. We have released the funds and a check was issued on 4/28/16 and was placed in the mail. If you do not see that in your mail in a reasonable amount of time please let me know by emailing *************************************

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I received the refund check on 5/09/2016. It took five calls, a complaint to the BBB and nearly 3 months to resolve this. It's frustrating to have to go to such lengths to get an over payment refunded. Despite this, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help. I'm unsure if this would have been resolved this quickly if not for your assistance. 

Regards,

****** *******

5/10/2016 Billing/Collection Issues
5/9/2016 Billing/Collection Issues
5/8/2016 Problems with Product/Service | Complaint Details Unavailable
5/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage has repeatedly paid a non-existent homeowner's insurance policy and or property taxes "for me". When I set up my mortgage I specifically stated that I would not require these services as I have a bundled insurance policy and I am not required to pay property taxes in my state. I have spoken with in excess of 10 different persons both in the customer service area and the "insurance" area of Freedom Mortgage. Each time they have assured me that it will be fixed and that it will not happen again. Unfortunately it is never fixed completely. I have been with the company for a year and a half and it is just frustrating to constantly be told one thing and have another thing happen. Currently the company statement shows that I am negative almost $600, even thought I am three months ahead on my mortgage payments.

Desired Settlement: Train your people, make notations in my file stating what not to charge for! Stop trying to pay non-existent property taxes and or homeowners insurance.

Business Response:

Ms. ******** upon receipt of your complaint I asked the escrow department to review your concerns regarding the disbursement for homeowner insurance. They advised that it appeared that our insurance vendor, while attempting to verify coverage determined that there was a payment owed on the policy and they disbursed it as an advance and set up an escrow account to recover the advance. This should not have occurred. The payment was sent to USAA who have just recently returned the funds which have been applied to the negative balance in the escrow account. The account has been changed to non-escrowed. I do apologize for the frustration this has caused you and we will review with our vendor the procedures they should have followed. Please let me know if there is anything further that I can do for you.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

5/7/2016 Billing/Collection Issues
5/7/2016 Problems with Product/Service | Complaint Details Unavailable
5/5/2016 Problems with Product/Service
5/4/2016 Problems with Product/Service | Complaint Details Unavailable
5/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally had a loan with Freedom Mtg & refinanced with another company in December 2015. The new company sold back my loan to Freedom Mtg and as a result my property taxes were paid twice. It was determined that Freedom Mtg had to submit a refund request & the request was submitted until early March 2016. At that time, we were told that we just had to wait 6-8 weeks for the tax collectors to process it and they would be sending the refund check directly to us. Today I contacted the tax collector's office and was told that back on March 10th they sent out a letter to Freedom Mortgage's tax department to request a proof of payment & Freedom Mtg has not responded, which is keeping our refund from being processed. I was also told that until they receive the proof of payment, we will have to wait 6-8 weeks again for the refund to be processed. There is a great lack of communication in this company and nobody seems to care about helping us resolve our issue. Every time I call I get told a different version and I am just told that they will seek more information and contact me back but they never do. I need someone to send the proof of payment that the tax collector's office is requesting in an expedite manner. This refund should have been turned over to us since January and the time that has gone by is ridiculous. There never should have been a double payment to begin with. This is a very unprofessional way to solve a customer's issue that was created because the company did not coordinate our refinancing process appropriately.

Desired Settlement: Assign someone with authority to handle my case directly and expedite paperwork required by the tax collector's office so that our refund can be handled in the most effective and expedite manner.

Business Response:

Mr. ******, I apologize for the lack of action taken to resolve this tax issue. I will personally handle this for you going forward. I have already reached out to the tax department and asked them to work with the tax vendor to get your tax office what they need to get the refund. The vendor, Corelogic, doesn't send individual checks, they send either a bulk check or a wire for all the borrowers whose taxes they are paying so we can not get a cancelled check for your particular payment but I am sure that they have dealt with this issue before and can get the tax office what they need. Please email me at ************************************* so we can keep in touch while we get this completed.


Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I would just like to note that my issue has NOT been resolved, as I am still waiting for the tax vendor that works with Freedom Mortgage to get correct paperwork to my City's Tax Office to continue processing my refund. However, I appreciate that someone from Freedom Mortgage has been assigned to me to deal with directly because dealing with a different customer service representative every time I called, has only been delaying things and not resolving anything. I hope that this works out and I can soon have my corresponding refund back and finally put thins issue behind.


Regards,

****** ******

5/3/2016 Billing/Collection Issues
5/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initiated the process to refinance my current home loan in early November with Freedom Mortgage. I have encountered numerous issues along the way with competency of staff (i.e. timeliness of filing paperwork, responding appropriately to my questions, lack of ability to see that an attachment I sent had 2 documents until a week later, AFTER 2 phone calls, in which I had to bring it to Curtis' attention that all the documents needed were there and had ALWAYS been there), a no-call no-show notary for our initial closing, AND now cancellation of our closing due to denial by the underwriter by email. To say that our experience with Freedom Mortgage has been disenchanting is putting it mildly. I feel they have wasted my precious time and energy. I wish I had never ever initiated this process. 1 percentage point difference in my home loan is/was never enough to constitute the pain and irritation they have put me through.

Desired Settlement: Honestly, I want a heartfelt apology for the lost time Freedom Mortgage has taken from me. I am an extremely busy professional and expect nothing but utmost competence from myself in my own professional life. It is very apparent that they do not expect this same standard from their employees and possibly of themselves at a corporate level. Seeing as how, this hasn't cost me any money (that I know of at this point...) I'm not demanding refund or compensation. Just BE BETTER.

Business Response:

Ms. ******* upon receipt of your complaint I reviewed the application history. It does appear that the file could have been handled better and that there were some communication breakdowns. I do sincerely apologize for this and can assure you that we will perform a review of what took place on your file and take actions as needed. This is not how we conduct business and we do take these complaints very seriously. If you would like to discuss this further or share anymore information please reach out to me at *************************************

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ******

5/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received 4 different mailers about getting a home equity loan in the past 4 months I have called three separate times. Today on March 17th I received the fourth one. My previous one was received on Feb 18th, when I called and spoke to ******* and asked to be take off all mailing lists. Two of these mailings have credit cards in them. I have had identity theft and do not appreciate being sent a credit card in the mail with my name on it that I didn't apply for. To top all of this off these offers are for veterans and I am not a veteran. I never signed up with this company nor would I ever. I do not want ANYMORE mailings from this company.

Desired Settlement: I want a letter from someone from corporate headquarters who is in authority (not a secretary or some other lower employee) in writing that I have been taken off their mailing list and will never receive any further offers for loans or any other services they provide.

Business Response:

Ms. ******, upon receipt of your complaint I reached out to our marketing department and requested that they remove you from any of our marketing lists. They confirmed that they removed you and you will not receive any further solicitations. Please let me know if this is anything else that I can do for you .

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:
Complaint: ********
I am rejecting this response because: I want a written letter mailed or as PDF emailed or provided to me with all contact information from someone, their name, address, email and phone number. I am requesting this because if I do get another mailing I have someone to directly contact.



Regards,

***** ******

Business Response:

Ms ******, you can contact me directly

******** ********
Vice President Customer Service
Freedom Mortgage Corporation
*** ******** ****** *** ***** * *** ******* **** ***** ***** * ************ **** **** **** ************
Email: ********.********@freedommortgage.com

5/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Freedom mortgage is my mortgage company and in charge of paying property tax through my escrow account. I submitted my 2015 interim property tax bill through email in January, 2016. The taxes need to be paid before 03/21/2016 in order to be eligible for the 2% discount. I stated this clearly in my email and subsequent fax. I also made nearly 10 phone calls throughout the last two months to remind them to pay for the taxes. I even called on 03/21. I was repeatedly told by the representatives that "Don't worry." Finally, my tax was paid on 03/23 with the full amount. I lost 2% discount on several thousand dollars of property tax.

Desired Settlement: I need the 2% discount of the total property tax back to my escrow account.

Business Response:

Mr. **** upon receipt of your complaint I asked our tax department to review your concerns. They advised that while it is our procedure to pay the taxes by the discount date that did not occur in this case. As such we will be depositing 160.34 into your escrow account. This represents the difference between the amount owed at the discount verses the amount we paid at face. Please allow 10 business days before the funds are applied.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

5/2/2016 Problems with Product/Service | Complaint Details Unavailable
5/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage has reported to the three credit bureaus that my mortgage payment is 30 days late (probably more now). They originally said they never received payment for February 2016. I faxed (twice) and emailed a copy of the cashed check that was signed by Freedom Mortgage and the funds were deducted from my account. Weeks later they said they actually did received that payment and applying it to January, because they said I "stopped" that payment. I did not. My January payment was made on time as a pay by phone transaction with Freedom Mortgage. This payment was deducted from my bank account on January 7th. I faxed Freedom Mortgage a copy of my January bank statement as proof of payment as well as had my bank write a letter as Freedom Mortgage requested. They said they never received any of the faxed documentation! I have done everything asked of me on my end to resolve this matter, and my loan account is still noted as in default and my credit scores has dropped significantly due to Freedom Mortgage's error. I am sick to my stomach reading through over 384 complaints for this company many regarding issues similar to mine!

Desired Settlement: My account needs to reflect that my loan account is not missing any payments for January and February 2016. I am requesting written documentation stating that Freedom Mortgage is in error with regard to my account for January and February 2016 payments being late or not received. I would like written documentation sent to me and the three bureaus stating that I have not made late payments for January and February and that this correction is reflected on my credit report. I would like more information from you or Freedom Mortgage on how to leave this company and refinance with someone else. This has been a horrific experience for me and I hope this company is longer able to do business!

Business Response:

Ms **********, upon receipt of your complaint I asked the cash department to review your account. They advised that The January payment was reversed as NSF by your bank (check #398689 SECU) We received a payment on 2/17 which was  a phone payment and that was returned as well as your bank stated the "customer revoked payment". The same thing has occurred with your March payment, the bank is telling us the payment was revoked. I am not sure what is happening but I believe that you may need to contact your bank. The account is still due for the 3/1/16 payment. I am sorry that this is occurring but something appears to be at issue with the bank. Perhaps the bank could do a three way call between them, yourself and our servicing center

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:
Complaint: ********

I am rejecting this response because: I have documented proof that funds for January, February AND March have been deducted from my bank account. I have reviewed my transaction history with bank representatives on the phone and in person and they would be more than happy to support my claims that Freedom Mortgage has indeed obtained these funds. I have sent over faxed and emailed documentation from my financial institution to prove that these deductions have been made from my checking account in all three instances. This information was shared at the request of Freedom Mortgage. I have written notes and recorded phone conversations documenting my numerous conversations with Freedom Mortgage representatives giving me very inconsistent information with regard to my account. At NO TIME had there been a transaction been reversed for non-sufficient funds and I am offended that was ever suggested! At no time did I reverse payment on my mortgage. I have received mail correspondence from Freedom Mortgage stated that they did indeed receive and process these "missing" payments, so I am baffled as to why their response reads as it does. My complaint would be number 385 with regard to similar issues with this company. I am requesting that Freedom Mortgage supply the BBB with accurate information reflecting my account and report to the three bureaus that their reporting has been done in error and should corrected immediately!



Regards,

****** **********

Business Response: Ms **********, I never said that the payments were coming back NSF , the bank is telling us that the payment are not authorized. This is why I suggested a three way call. Please let me know if we can set that up for you.

5/2/2016 Problems with Product/Service | Complaint Details Unavailable
5/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage sent me a letter stating my mortgage was in delinquency because I failed to make my February 2016 payment. This is a false claim because payment was made, but misapplied, due to what I may suspect is a processing error. I have attempted on multiple occasions to get this resolved and even sent in proof that the payment (as well as previous month payments) in question was cashed by Freedom Mortgage. However, No one has attempted to call me on the issue, but they consistently call asking for payment.

Desired Settlement: Payments need to be applied to the correct account, brought current, reversal of any late fees that have been accessed and delete/remove the delinquency indicator(s) from my account.

Business Response:

Mr. *******, upon receipt of your complaint I asked the cash department to review you concerns. They advised that our bank had applied the payment in error to your second mortgage on 1/21/16. They reversed it off the second on 2/1/16 and applied it to the first mortgage on the same day. The loan is current and there were no late charges assessed. Please be sure to send the payments in separate envelopes with the statement stub to ensure correct posting (not suggesting that this was what caused the issue but in the event you were sending them in one envelope I would suggest sending them separately).

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

5/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the customer service with this company is criminal. They refuse to honor reasonable requests, ive been lied to multiple times, hung up on for asking to speak with my "single point of contact", denied the ability to talk to a supervisor, told they would not provide me the business address of the CEO in order to file a complaint (actually was told they would not provide me any sort of point of contact for a complaint even though i requsted the CEO), they are in cahoots with the predatory lender, Ocwen (i have been bounced back and forth between freedom and ocwen all, coincedentally, during major life changes-loss of career, filing for loan modification, etc).

Desired Settlement: Transfer my loan to a reputable lender/servicer who understands customer service.

Business Response:

Mr. *********** upon receipt of your complaint I reviewed your loan. The servicing of your loan transferred to us from Ocwen Loan Servcing on 2/12/16 due for the 9/1/15 payment. The loss mitigation items that you had submitted to Ocwen 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

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

5/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage did not refund me my Escrow Impound Account money.

Desired Settlement: I want my refund check ASAP

5/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We refinanced a mortgage in October with Ideal Homes, which sold our mortgage to Cap West and now to Freedom. We have made our payments since October regularly. We are in a dispute with Freedom over a late payment which we have a letter from Cap West now (Farmers) saying that payment was in fact made and processed incorrectly. We have now had to make a second monthly payment to Freedom to keep our mortgage from going in arrears. Mortgages are hard enough to pay without the big businesses taking advantage of the less fortunate. We have called Freedom every week for over a couple months. Sometimes we get the one around about whose problem this is and that they cant help up and other times they assure us they are working on this. I have 2000 out of pocket I either want my money back or a credit issued to my mortgage. We have documentation from bank showing every payment since the mortgage was sold and an e-mail stating it was applied wrong. BUT NOTHING THAT SHOWS ANYONE IS TAKING CARE OF THIS MATTER. THIS COMPANY WAS VERY QUICK AT ASSIGNING BLAME ON US AND TRYING TO RUIN OUR CREDIT AND MAKE THIS INTO A 30 DAY LATE BUT CANT SEEM TO FIND THE TIME TO FIX AN ISSUE. If the companies can not sell mortgages among each other, without the consumer suffering then maybe they should not be allowed to do so. Our next step beyond this will be moving forward and going public because I guarantee that others have been put in this situation.

Desired Settlement: They are responsible to credit my mortgage account or issue a refund. If this is a issue with where they bought from this is still their issue I did not ask to be sold three times in a month and a half.

Business Response:

Ms. ****** upon receipt of your complaint I asked our cash department as well as the loan boarding department to review your concerns. They noted that all the payments had been received and applied but could not see why the account had been showing as behind. At the same time CapWest reached out to us and advised that the problem was caused by Capwest's servicer having the incorrect 1st payment date on their system. We reversed all your payments and then adjusted the due and an re-applied the payments. The loan is now due for the 5/1 payment and there was no negative credit reporting as we have been protecting your credit since the loan boarded.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

5/1/2016 Billing/Collection Issues | Complaint Details Unavailable
4/27/2016 Problems with Product/Service
4/27/2016 Problems with Product/Service
4/27/2016 Billing/Collection Issues | Complaint Details Unavailable
4/26/2016 Billing/Collection Issues
4/26/2016 Billing/Collection Issues
4/26/2016 Billing/Collection Issues
4/25/2016 Problems with Product/Service | Complaint Details Unavailable
4/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: City (Germantown, TN) and county (Shelby-TN) taxes have not been paid from the escrow account and are past due. Freedom mortgage has been contacted and I have been told repeatedly that the issue is being researched. Contact information for both the city and county has been provided to Freedom Mortgage. Within 10 minutes this concern can be verified and resolved by promptly paying the due taxes from my escrow account.

Desired Settlement: After paying taxes due/overdue, please indicate that this default was of no fault of the homeowner. Tax payments should include any and all penalties and interest due and Freedom Mortgage should accept full responsibility for the expenses incurred due to these obligations not being paid on a timely basis.

Business Response:

Ms. ****, Upon receipt of your complaint I asked our tax department to review you concern about the tax payment. They advised that your loan had transferred to us from ******* **** *** ***** on 12/1/15. When servicing transfers anything due within 30 days of the transfer is to be paid by the transferring lender. Your taxes were due in December and should have been paid before transfer by ******* and as such our system did not reflect the need to make a payment for taxes the same month the loan boarded. ******* did not make the payment. We have contacted the tax office and have gotten the amount due including penalty good thru 4/5. We will disburse the payment of the base amount from escrow pay the penalty from our funds and seek reimbursement from *******.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

The timing of selling/transferring my loan was not in the best interest of myself or the mortgage companies. It resulted in ongoing issues. The taxes were paid on the last possible payment date to allow qualification for tax relief. The 2015 taxes were paid in 2016, therefore, I was not allowed to claim them on my 2015 tax filing with the IRS although I paid them into my escrow account during 2015.  The communication process with Freedom Mortgage was difficult. I would like to know that should there be future items of concern with my mortgage that items of concern can be acknowledged and escalated if necessary for a timely solution to be implemented.

I would like to thank the Better Business Bureau for assisting me with this matter. There are still consequences that I will need to deal with during 2016 and I am trying to determine if an escrow account with Freedom Mirtgage is in my best interest.


Regards,

****** ****

4/24/2016 Billing/Collection Issues
4/22/2016 Problems with Product/Service
4/21/2016 Problems with Product/Service
4/21/2016 Billing/Collection Issues
4/21/2016 Problems with Product/Service
4/21/2016 Problems with Product/Service
4/18/2016 Problems with Product/Service | Complaint Details Unavailable
4/18/2016 Problems with Product/Service
4/15/2016 Billing/Collection Issues
4/12/2016 Problems with Product/Service
4/12/2016 Billing/Collection Issues | Complaint Details Unavailable
4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage began servicing my mortgage loan in December 2015, loan number **********. I sent checks for December 2015 and January 2016 that were finally cashed on January 15, 2016. I also requested that my mortgage payments be drafted from my checking account subsequently. Subsequent drafts were taken in the amount of my mortgage payment on January 20, 2016, February 1, 2016, and March 1, 2016. I do not see that my account was credited for the extra payment that was drafted on January 20, 2016 despite the regular monthly drafts on the first of each month.

Desired Settlement: Please apply the extra mortgage payment that was drafted on January 20, 2016 to the loan principal and send me a statement that reflects the application to principal on January 20, 2016, or refund the extra payment.

Business Response:

Mr. ********* upon receipt of your complaint I reviewed your payment history. It appears that the additional payment in January was applied and your loan is now due for the 5/1/16 payment. Since you are paid ahead I can have the one payment reversed. If that is  what you wish please email me at ************************************* and I will ask for the reversal. If not you will not have a payment due until 6/1/16.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

4/12/2016 Problems with Product/Service
4/12/2016 Billing/Collection Issues | Complaint Details Unavailable
4/12/2016 Problems with Product/Service
4/11/2016 Problems with Product/Service
4/11/2016 Billing/Collection Issues | Complaint Details Unavailable
4/11/2016 Billing/Collection Issues
4/11/2016 Billing/Collection Issues
4/10/2016 Problems with Product/Service
4/4/2016 Billing/Collection Issues | Complaint Details Unavailable
4/4/2016 Problems with Product/Service | Complaint Details Unavailable
4/3/2016 Problems with Product/Service
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4/3/2016 Problems with Product/Service
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4/1/2016 Problems with Product/Service
3/29/2016 Problems with Product/Service
3/29/2016 Billing/Collection Issues
3/29/2016 Billing/Collection Issues
3/29/2016 Billing/Collection Issues
3/29/2016 Problems with Product/Service | Complaint Details Unavailable
3/29/2016 Problems with Product/Service
3/29/2016 Problems with Product/Service
3/24/2016 Problems with Product/Service
3/24/2016 Problems with Product/Service
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3/21/2016 Problems with Product/Service | Complaint Details Unavailable
3/19/2016 Problems with Product/Service
3/19/2016 Problems with Product/Service
3/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage is holding my escrow account. I have called the m 4 times about paying my property, school and utilities taxes starting in the first week of January. Their customer services has now given me 3 different addresses to send tax statements to. I sent to the first address, the taxing bodies sent to the second. I have been told twice they will reach out to the taxing bodies and they did not. My taxes are delinquent because of their actions, or it should be inactions.

Desired Settlement: I wish for my tax bills to be paid from escrow as stipulated in the mortgage contract and desperately hope they sell my mortgage to another company.

Business Response:

Mr. ******, upon receipt of your complaint I asked the escrow department to review and advise why the taxes had not been paid. They reached out to our tax vendor and it seems that the vendor missed the fact that the taxes were due. The opened a taxk to pay the bill. The disbursement went out on 2/24/16. I am sorry that this caused you frustration, we are reviewing the procedures we expect out vendor to follow with them so this will not occur again.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

3/19/2016 Problems with Product/Service
3/19/2016 Problems with Product/Service
3/18/2016 Problems with Product/Service
3/18/2016 Billing/Collection Issues
3/16/2016 Problems with Product/Service
3/15/2016 Problems with Product/Service
3/15/2016 Problems with Product/Service | Complaint Details Unavailable
3/13/2016 Problems with Product/Service
3/12/2016 Problems with Product/Service
3/12/2016 Billing/Collection Issues
3/12/2016 Problems with Product/Service
3/12/2016 Billing/Collection Issues
3/12/2016 Problems with Product/Service
3/12/2016 Billing/Collection Issues | Complaint Details Unavailable
3/10/2016 Billing/Collection Issues
3/10/2016 Billing/Collection Issues
3/9/2016 Problems with Product/Service
3/9/2016 Billing/Collection Issues | Complaint Details Unavailable
3/9/2016 Problems with Product/Service | Complaint Details Unavailable
3/8/2016 Billing/Collection Issues
3/8/2016 Billing/Collection Issues
3/2/2016 Problems with Product/Service
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3/2/2016 Billing/Collection Issues
3/1/2016 Delivery Issues
3/1/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service | Complaint Details Unavailable
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2/17/2016 Billing/Collection Issues
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2/17/2016 Billing/Collection Issues | Complaint Details Unavailable
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2/12/2016 Billing/Collection Issues | Complaint Details Unavailable
2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home mortgage was transferred to Freedom Mortgage. Freedom Mortgage has failed to finish processing my loan. There are loan transfer fees on the account, of over $2,100. These fees are causing my account to show that I am past-due for the amount over $2,100. Part of my payments are being applied to these fees, rather than the principal and interest, and causing my loan to incur late fees, above and beyond what I am liable for.

Desired Settlement: Finish processing my loan. Adjust or remove the processing fees. Re-apply my payments to go only toward interest, principal, and only the late fees associated with any actual late monthly payments. Mail me evidence that all of this has been reconciled.

Business Response:

Mr. ********, Freedom Mortgage is in the business of making mortgage loans, not deceiving borrower's. The loan officer did believe that your application was approvable however due to the fact that you are the only party on the auto loan note that debt would still have to be counted in your debt ratio. The loan officer was educated on this fact. I have submitted a request for a full refund of the 505.00 that you paid for the appraisal. You will receive it via regular mail in about 20 days.

Sincerely

Roseanne G

Vice President Customer Service

Freedom mortgage Corporation

Consumer Response:
Complaint: ********

I am rejecting this response because: The business has misidentified me. My complaint is regarding a Mortgage Loan, not an Auto Loan.



Regards,

****** *******

Business Response:

Mr. *******, I apologize for the previous response, I had confused your complaint with another. The charges you are seeing are an error and were the result of bad data we receive when your loan transferred from your previous servicer. We are in the process of removing the charges and you should not see them on your next statement.

Sincerely

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, contingent upon actual follow- through by Freedom Mortgage, and proper re-allocation of mis-applied payments. If the account does not normalize by the time I receive my next statement (as the Freedom Mortgage agent who responded claims it will), I may have to re-open a BBB case. I thank BBB and Freedom Mortgage responding agent for their efforts an accommadation toward my case. Thank you, both!

Regards,

****** *******

2/11/2016 Billing/Collection Issues | Complaint Details Unavailable
2/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied and was approved for a home loan with Freedom Mortgage through **** **** ******* as the mortgage broker on November 20, 2015. The loan ID is ********** My closing was scheduled for December 28, 2015. The mortgage broker assured me that they had ample time to meet the closing deadline. Two weeks after receiving the appraisal report, the underwriter from Freedom Mortgage requested repairs to be done prior to closing. The broker contacted the appraiser and he confirmed that the repairs were unnecessary and he was just noting the exterior of the home needed to be painted. With his explanation, the file was sent back to the underwriter for review along with all of the other documents they requested. Apparently the underwriter was on vacation and my file is still waiting to be reviewed. I can't understand why the file could not be reviewed by an available underwriter to meet the closing deadline. I missed the December 28 closing date and the seller granted me an extension for January 8, 2016. The title company just informed me that they have not received any closing documents from the lender and as a result can not close on January 8. I had to pay rent for January after I told my landlord I would be out by the end of December. This delay has caused me financial stress and emotional discomfort. I am highly disappointed with this lender and their lack of urgency to close loans. At this point, I am considering another lender.

Desired Settlement: I desire for the lending company to give me an additional lender's credit to compensate for rent paid for January and the appraisal report (estimated $1,000 in value). I also desire that they expedite the review of my file so we can close early next week.

Business Response:

Ms ******* Upon receipt of your complaint I reached out to the account executive that handles the broker who submitted your application to us. He advised that the file was created on 11/24/15, the appraisal was sent to us on 12/9/15. The set up of the file was completed on 12/11/15 and underwriting reviewed and conditioned the loan on 12/14/15. Conditions were sent in on 12/19/15 but not all were provided. There was an issue with chipping and pealing paint that might require repair and we were trying to see if we could proceed without that being needed as of 1/8/16. The loan was eventually final approved on 1/25/16 and is now with our closing and scheduling department

Sincerely

******** ******** **** ********* ******** ******* ******* ******** ***********

2/10/2016 Advertising/Sales Issues
2/10/2016 Problems with Product/Service
2/8/2016 Problems with Product/Service
2/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom has been very unprofessional in the handling of my short sale application. We have been in this process for over 6 months now and nothing has even been started. We (with the help of a realtor) have submitted every document asked for in a timely manner, Freedom has confirmed receipt of all paperwork, but then lost paperwork. They have taken weeks to get in touch with us to let us know when more paperwork is needed. Our realtor has been trying to get ahold of someone for an update since oct, and it took until dec to be told our case has just been sitting and waiting on paperwork. It turned out to be paperwork we have already submitted! We resent the paperwork ASAP and then spent another two weeks trying to confirm that it was recieved by the right people. Last week I called no less than 6 times in a row because I was able to talk to someone who could help. In those repeated calls, I was hung up on, left on hold indefinietly, and transferred to voicemails where I could not leave a message. I was finally told that after 6 months of this, that I must restart the entire process and resubmit all documents because my paperwork is now more than 90 days old! Further more at the end of novemeber I was mailed a 30page document stating my loan was paid in full, complete with the title to my home, however Freedom has continued to withdraw my mortgage payment. I have called numerous times every week since trying to get answers about this document. Not only does no one Ive spoken with have any answers, no one can even see in our file that this document was mailed to us. No one knows if it was a mistake or not.

Desired Settlement: I have searched freedom on multiple media outlets and seen an over abundance of negative reviews yet their BBB rating is an A? My hope is that this company will be thouroughly investigated so that future consumers may not be mislead by this company. The other part of my desired outcome would be that from here on out, Freedom would handle my case in a timely and professional manner and that I be able to get in contact with pertinent people regarding my case within a reasonable timeframe.

Business Response:

Mr. ******, as I had said in my response to the State of **, the documentation we had had expired, the request for the short sale was closed due to missing items back in October. On December 31st Arthur V was assigned to work as your SPOC and he went over what was needed to reopen the request for the short sale. You advised that you would send in the required documents. We also authorized your wife on the account per your request so she can participate be a point of contact due to your working full time. Please let me know if I can be of any further assistance.

Sincerely


Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

Complaint: ********

I am rejecting this response because:

Your claims are not entirely accurate. Our case was not closed in October due to our paperwork being over 90 days old. We sent every paper requested by our assigned loan officer within the same week it was requested. Some of it was sent twice, because even though she confirmed that she recieved the paperwork she later said she didn't have said paperwork. We were not told until the end of December that our paperwork had expired and we must restart the process. Our paperwork expired because Freedom employees didnt make a good faith effort to keep in contact with us and because Freedom employees repeatedly lost our paperwork. After the last requested paperwork was sent at the end of September 2015, it took until December for us to finally get in touch with someone who would speak with us about our account. We were repeatedly told to leave messages and someone would call back. Freedom employees take weeks to finally return calls if they return them at all. Trying to get a question answered via the phone takes hours, I usually have to call 3-4 times before I am transferred to the correct department, sometimes Im hung up on completely or left on hold indefinitely. Our case has been switched from person to person to person, so much so that on the rare occasion I can get through to our assigned point of contact they often are of no help because they arent up to date on our case. We have done everything asked of us, the delay of our case has been entirely at the hands of Freedom's employees. 


Regards,

***** ******

Business Response:

Mr. ******, I am sorry that you are having issues with the loss mitigation department, as I had said previously you have been assigned a new contact so hopefully you will not have any further issues. We spoke with your wife in December, sent a new loss mitigation package out and are still waiting on the following outstanding items.

Signed Tax returns Disability letter and 4506-t with line 6 complete

please submit the missing items as soon as possible so we can review your request

2/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: It is very very difficult to pay my mortgage payments with Freedom Mortgage. I enrolled in their online bill pay. I can not login, and they say its due to technical problems with their website. I call the customer service number to pay and they leave me on hold for three minutes and hang up every single time. I cannot make my payments without calling multiple multiple numbers. Usually what happens is that I get through to someone in another department that transfers me directly to an agent that can take my payment. Trying to pay my mortgage with them is a full time job. It usually takes me a few days to get through to someone. When I do they still charge late fees even though it is nearly impossible to make a payment on time. This is completely unethical. I think they do this so that they can charge late payments and forclose peoples houses.

Desired Settlement: They need to fix there website as well as make it possible to pay over the phone. I can call first thing in the morning when theky open and they still leave me on hold for a short time and hang up.

Business Response:

Mr. ********* I reviewed your complaint with our servicing center and they advised that they had spoke with you on 1/5/16 and explained that the reason why you could not use the website for payments was due to the fact that your account was still in loss mitigation. They explained that is why you could not make an adjustments to the account or make a payment. They then took the payment by phone. They advised that you were satisfied with the explanation.

Sincerely

******** ********

**** ********* ******** *******

2/7/2016 Billing/Collection Issues
2/4/2016 Billing/Collection Issues
2/3/2016 Billing/Collection Issues | Complaint Details Unavailable
2/3/2016 Problems with Product/Service | Complaint Details Unavailable
2/3/2016 Problems with Product/Service
2/3/2016 Billing/Collection Issues
2/2/2016 Problems with Product/Service
2/2/2016 Billing/Collection Issues
2/2/2016 Problems with Product/Service
2/1/2016 Advertising/Sales Issues
2/1/2016 Billing/Collection Issues | Complaint Details Unavailable
1/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: March 2015 During the refinancing process I was made aware that my hazard insurance was no longer in place. When I called to see why exactly it was not in place I was informed by a customer service representative with freedom mortgage that when they had completed the escrow analysis on my account then did not include the insurance, there for it was not paid. They also stated at this time that they would immediately send the payment and my Insurance would be ok. After continuing this process I was made aware once again by the refinance department (July) that I currently didn’t have insurance in place, when i explained the issue to them along with customer service and they stated it was not sent out and at this point I had to get a brand new policy because the laps in coverage was too long and that they had begun putting forced place insurance in my monthly payment. I told them I would get a new policy and I did and submitted it to them in the very beginning of August. I had paid myself the premium in full and sent them a copy of the declarations page. After serval attempts of sending and contacting them to make sure they received the information they finally did a MONTH and a half later. I asked them at this point to re-adjust my mortgage payments to reflect that I now have my own insurance in place and that took quite some time as well. They has ALSO advised me that they had paid my Insurance (after i already paid it) and that I would have to look for the refund from the insurance company (till this day the insurance company has not received this double payment of $779 there for I have yet to be refunded. Check was sent out in beginning on October. (check number #******) on 11/3 when I spoke to agent ID #****. At this point the agent had informed me that my new payment was $882.70 I had a unapplied balance of $2003 that she would submit a ticket to apply to my account so I would only be due for November 2015 fro $882.70.

Desired Settlement: Today 11/16/2015 I called them to check the status of this credit to my account, and after speaking to two customer service agents (#****) and a supervisor they stated there was no notes from 11/3 and they had no idea what so ever what I was talking about and that I needed to pay. After asking to have the call reviewed they sent me in circled and said you just have to pay there is no agent id of **** or and record that you spoke to someone. Now they have caused me to show late on my credit report and to receive threatening calls and mail about my mortgage when this was their wrong doing and have made very little effort to help me when I constantly calling them to follow up with my issue. They state I’m showing past due now and refuse to take action to look in to the problem. They take no reasonability or action to help out their customers, also starting the whole story every time is a headache. I need someone to take responsibility and review the entire issue from start to finish.

Business Response:

Ms. **********, upon receipt of your complaint I asked LoanCare Servicing to review your concerns. They advised that they did not see that you had an unapplied balance of 2003.00 at any point on your account. Right now, due to the short payment you sent in November there is 885.11 in suspense and the loan is still due for the September 1 payment. You appear to have been sending in less than the full payment and partial payments can not be applied. Attached is your loan history. The account has been analyzed. You new payment is 882.70 effective with the October 1 2015 payment. So right now you owe the following:

September - 1000.51

October - 882.70

November - 882.70

December - 882.70

The funds in suspense can be applied towards past due payments by calling into the servicing center. I would urge you to do this as soon as possible so that your account can be brought current.

Sincerely

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

Complaint: ********

I am rejecting this response because:

Where are the funds that were sent?

See attachment .


Regards,

****** ******** **********

Business Response:

We have received all of the payments you show with the exception of the one you made in December but because they were not for the correct amount they post to suspense until enough money is there to complete the payment. That is why there is 885.00 in suspense right now, that is the funds you sent in Nov. When we get the funds you paid in Dec it will be combined with the 885.00 to make the Sept. Payment which is due in the amount of 1000.51

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:
Complaint: ********

I am rejecting this response because:

I need copies of the payments that I made and how they were applied to the account. Also, I had paid my hazard insurance in FULL my self and you still sent out an additional payment to them and I was told to contact them for a refund, but they have yet to receive any funds from you for a payment of 779.00 check number ******. This needs to be refunded to me as well. 

Regards,

****** ******** **********

Business Response: We do not have copies of your payments, they are processed electronically. If you feel that we are missing a payment no reflected in the attached history please send us your cleared checks showing what we are missing. I supplied a payment history previously but will attach again today. As I mentioned in my previous reply the insurance payment was a refunded to us and is in your escrow account. You can see the deposit on 10/27/15

Consumer Response:
Complaint: ********

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,

****** ******** **********

Business Response: Your escrow balance is a negative 286.86. They applied the 885.00 that was in suspense to reduce the advance balance. There is not an excess in your escrow account and if we were to analyze the payment would go up again due to the missing payment.

1/31/2016 Problems with Product/Service
1/31/2016 Billing/Collection Issues
1/28/2016 Billing/Collection Issues
1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mortgage was recently transferred to Freedom Mortgage. When attempting to log in to pay my mortgage, Freedom Mortgage's website was unresponsive. The login information that I typed when I created my account did not log me into their system. I attempted to send a password reset, but after successfully doing so many times, I never received any confirmation emails allowing me to reset my password. Effectively, the flawed nature of their online account system is preventing me from being able to pay my mortgage.

Desired Settlement: Fix your online system, allowing me to pay my mortgage, and then reduce this month's payment by $100 for the hassle of having to go to great length to pay you, which you should be making as easy as humanly possible!!! You want people to pay you, correct? Then fix your ********* system!

Business Response:

Mr. *****, 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

Consumer Response:
Complaint: ********

I am rejecting this response because: I have still not received any validation or password reset emails at my *** email address.



Regards,

******* *****

Business Response: Mr. ***** if you would provide your email address I will ask that someone send you a re-set for your password. I do not see an email on the account at this time.

Consumer Response:
Complaint: ********

I am rejecting this response because: That does not solve the problems with the company's system. If people are not able to create accounts and log on, then how can they make payments? My address is ******************.



Regards,

******* *****

Business Response: Mr. *****, I provided your email address to one of our representatives and they will reach out to you directly to assist your with the website.

Consumer Response:
Complaint: ********

Great. As soon as that happens and you fix your website, then this complaint will be closed.



Regards,

******* *****

Business Response:

Mr. *****, you email has been added to our system. Your account was never active probably due to the fact that we did not have an email address to send the temporary password to. We have activated the account and emailed you a temporary password. You will need to update the temporary password after getting in by going to "EDIT MY PROFILE" and then update the password to one of your choosing. Let me know if you are successful.

Roseanne G

Consumer Response:
Complaint: ********

Of course my email was not part of your system. That's what I was telling you. Your sign-up page never sent me the confirmation email, just like this time. I do not have an email from you at my ****************** account, and therefore know that your system is still broken. Yes, I have checked my spam folder et al. Do not attempt to contact me again unless you have fixed your system. I am tired of having to respond to idiocy.

Regards,

******* *****

1/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm a borrower from Freedom Mortgage, my loan # is **********. My monthly payment of $1,910.97 goes out of my account one week ahead of due date every month. I received a statement in June 2015 from Freedom mortgage indicating an Escrow shortfall of $237.27. They gave me couple of options to pay. 1. pay all upfront OR 2. split and add it up to the monthly mortgage amount. I picked the first option and the amount of $237.27 was paid on 07/20/2015 with a clear message "Escrow Shortfall amount" as instructed in their mail. Check was delivered to them on 07/20/15, however the funds were never applied to my Escrow account. After repeated follow up calls with their customer care (on 11/23, 12/04,12/09), I came to know that this amount of $237.27 lied in an unapplied account. Their accounting teams started applying late charges to the account because of this. A classic example of "Left hand doesn't know what the right hand is doing". During all these discussions with customer care, I was told that it's an accounting mistake/slip on their part. On 12/04/15, I received a mail with this message that truly was shocking and surprising, quote "Our records indicate that your loan is now one payment overdue. The total amount due to cure the default on this account is $3,837.23. This information has been reported to credit bureaus." Nice way to cover up their internal mess and take borrowers for a ride Without doing a proper house keeping check, what forced them to notify the credit bureaus? This will have an impact on my impeccable credit history forever. Don't they have checks in place before doing any escalations? Is the management not responsible for this? What''s the compensation freedom mortgage must offer here for their mistake? Based on the past experience with Escrow payments, initially I was not convinced with their escrow shortfall claim. The 2015 year end account statement confirmed my understanding, as the Escrow account had an excess balance of $220.48

Desired Settlement: I'm expecting Freedom mortgage to send a written communication to all the credit bureaus about the mistake at their end and the subsequent erroneous reporting ASAP. I also expect them to 1. send me a written confirmation (via postal mail) around the issue resolution and confirmation on the erroneous credit bureaus reporting 2. Compensate me for the mental agony they created and the time I spent in resolving, even though the fault is at their end.

Business Response:

Mr. *********, upon receipt of your complaint I asked the escrow and cash department to review the account and re-apply the funds you sent for the escrow shortage to escrow, not principal. They did that and then reanalyzed the account. The previous shortage (the one that you paid) was based on the tax info that we had when we performed that analysis. It showed that your taxes were 2469.90 for county and 338.59 for city. The current taxes for the upcoming year are 3113.44 for county and 534.85 for city. This resulted in a new shortage in your escrow account. The shortage amount is 1258.48 and that and the adjustment for the increased tax amount results in your new payment for February 2016 in the amount of 2086.74, unless you elect to pay the shortage. An analysis statement has been sent to you for your review. Please let me know if you need anything further

Sincerely

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

Complaint: ********

I am rejecting this response because:

The complaint was never around Escrow shortfall. Freedom Mortgage did not answer my query at all. My query was "Why did Freedom Mortgage report to the Credit Bureaus that my account was delinquent when all my payments were made one week before the due dates". 

All my payments till date are paid a week in advance of the due dates every month. As soon as Freedom Mortgage sent me a mail about the Escrow shortfall, the payment of $237.27 was paid without any delay (on 07/20/2015).  The reference to the escrow shortfall in the original complaint was because it triggered all this mess. . This is clearly a major mistake by their accounting department and who ever signed and sent the notification to the Credit Bureaus is clearly answerable. They've fundamental flaws in their business processes that do not do proper checks before sending out these critical notifications impacting customers credit reporting. Freedom Mortgage is trying to cover up for their blunder. I'm truly surprised by their bold customer service statements on their web sites. Is this a good customer service?

I need an answer from Freedom Mortgage on why the notifications are sent. They MUST send a follow on notifications to all the credit bureaus they reported about their mistake and erroneous reporting and send me a confirmation mail (via certified mail) that my credit history does not have an impact because of their negligent behavior. 

FYI - Because of their irresponsible negligent behavior and Erroneous reporting to credit bureaus my FICO credit score has gone down by 100 points (Comparing Nov and Dec scores). Who from Freedom Mortgage is responsible and accountable for this irresponsible and unexpected behavior?


Regards,

***** *********

Business Response:

Mr. ********* I apologize, I forgot to address that portion of your complaint. The November payment was reported as delinquent because we did not apply it due to us not seeing that your had paid the shortage and therefore when you sent the payment the system believed it to be a short payment. We submitted a correction to the credit bureaus to report November as current and paid as agreed. This will update with the next reporting cycle. I apologize that this situation has caused you distress.

Sincerely

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

Complaint: ********

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,

***** *********

Business Response: We submitted the correct immediately, the bureaus only update their records once per month. That is why it will not show for one more cycle. You were mailed a letter in this regard on 1/7. A copy is attached. I will ask the escrow department to review the correspondence that you sent in regards to your escrow account or you can send it to me directly and I will escalate. 

1/25/2016 Problems with Product/Service
1/25/2016 Problems with Product/Service
1/25/2016 Billing/Collection Issues | Complaint Details Unavailable
1/24/2016 Problems with Product/Service
1/22/2016 Problems with Product/Service
1/18/2016 Problems with Product/Service
1/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My loan was recently sold to Freedom Mortgage. I have attempted to call for information regarding my loan. I have experienced wait times varying from 10 minutes to one hour and thirty minutes before getting frustrated and hanging up ( I have the cell phone screen shoots to prove the wait time). I was finally able to get a customer service rep on the phone this morning Dec. 2, 2015 at 7:40 am. I explained to the rep (I believe his name was Lou) the issues I have experienced...only to be informed that the company has just purchased mortgages from 3 companies and everyone is calling at the same time (as if an hour and a half wait time is accepted). In addition, I was charged a late fee on my mortgage by this rep, although I was in the 60 day window of a mortgage transfer. I followed-up this evening for clarity; however, the rep i spoke with this evening at 8:18 pm was not able to answer all of my questions.

Desired Settlement: Contact by the business; bill adjustment; explanation of charges and business practices. I would like to speak with someone who is able to answer ALL OF MY QUESTIONS.

Business Response:

Ms. ******** upon receipt of your complaint I asked our customer service department to have a supervisor contact you. The supervisor was able to reach you but you advised you were in a meeting and needed a call back in approx. 15 minutes. She waited 20 minutes and got voice mail. On a subsequent call on the 8th it seems that they were able to contact you and address your concerns. If that is not the case please contact the customer service supervisor directly. She will be happy to assist you.

Sincerely,

******** ******** **** ********* ******** ******* ******* ******** ***********

·        

Consumer Response:
Complaint: ********

I am rejecting this response because I did not speak with ANYONE from Freedom Mortgage on Dec. 8, 2015, nor has the company addressed the problems. I did speak with Frank ******** on December 4; however, Frank stated that he would follow-up by December 9, I asked Frank to follow-up no later than Dec. 11. I have yet to hear back from Frank. In addition, I left a voicemail message for Frank on Dec. 15, 2015, which I have not received a call back yet from.

The original rep which I spoke with Dec. 3, 2015 followed-up on Dec. 21st (18 days after the initial contact), stating I am following-up from a few days ago.

THE PROBLEMS STILL EXISTS:

1.    FREEDOM MORTGAGE CUSTOMER SERVICE IS HORRIBLE.

2.    MY QUESTIONS STILL HAVE NOT BEEN ADDRESSED.


Regards,

******** ********

Business Response:

Ms. ******** can you please tell me exactly what the issue is that has not been addressed

1/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been working with this company for a refi. Let me tell you, it is a handle from beyond. Twice, I have been told I am closing only to have the organization fall through. Think it's time to take my business elsewhere

Desired Settlement: Closed the deal

Business Response:

Mr. ******* I reviewed the application we have in process and it does appear that this has been going on for an extended period of time. From what I can tell we did and still do have issues getting a verification of employment from your employer and you also opened up a new credit account on 12/29 for which we needed to verify the balance. The file is currently in closing waiting on the verification of employment. I have escalated the file to the operations manager overseeing this department to see if they can push this thru to closing.

Sincerely

******** ******** **** ********* ******** ******* ******* ******** ***********

1/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Antonio **** and Gwendolyn ******* have been absolutely terrible in our refinancing. We started this "3 week" process in October and are now almost in January should be called refi in a quarter. We go weeks without hearing from either one with daily phone calls being made to them to be told oh we need this paper or that after being promised they have everything. The underwriter supposedly just needing to sign off and do the final approval. Gwendolyn said that would be 24-48 hours it's been almost a month. She told us not to make our December payment because we would close before "it would be late" now putting us in a financial hardship because we listened and its Christmas time. The communication and disorganization of hearing week after week they have everything and it should only be 24-48 hr turn around time have been disheartening and an unneeded stressful experience! I don't know how this company stays in business. Sadly still I must wait on freedom mortgage.

Desired Settlement: Complete my refinancing that should of been done in November and not cause a negative impact to my credit because my family trusted your terrible advice.

Business Response:

Mr. ********* upon receipt of your complaint I asked the operations manager to review your file and escalate the processing as needed. They advised that all that was needed at that point was a new payoff and an updated credit supplement. Those items have since been obtained and the loan has been scheduled to close on 1/9/16. Please let me know if you need anything further

Sincerely

******** ******** **** ********* ******** ******* ******* ******** ***********

1/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was transferred by **** **** to Freedom Mortgage for the servicing of my mortgage. I made a payment online to **** **** 1 day before the transfer was to take place with Freedom Mortgage. I was unaware at the time that my loan was being transferred to another company. Freedom Mortgage did not NOTIFY me until November 8, 2015 that the loan was transferred. Under Federal Law they cannot charge late fees or report to credit companies indebtness for 60 days. Yet, after only 50 days they have reported me to the credit bureaus as being delinquent. I made the payment for November on time. They don't know where it is at. I have called their customer service and written a letter to their headquarters with no response. All there services reps will tell me is that they have until December 20th to straighten it all out. OK, then WHY are they sending me indebtness letters and reporting me to credit agencies. I made the payment, they can't find it. I reluctant to make another payment for the same month. Then, when they finally find it...I will have made a double payment which I cannot afford. I have made four phone calls to customer service line with no satisfaction. I have also wrote a letter to headquarters with no response.

Desired Settlement: I am never LATE with my payments. It is Unfair for them to report me as I have tried to find out with satisfaction to find out what happened to the payment I made to the previous loan servicer. In my opinion they OWE me an explanation to what happened to the payment I made. If they cancelled it, I can make another....but I want clarification AND they no right to violate the 60 day grace period they cited to me FOUR TIMES. If they reported me to credit agencies I want it retracted.

Business Response:

Ms. ********, upon receipt of your complaint I reviewed both the ******** and Freedom servicing records. It seems that your auto draft was deleted due to the transfer of the servicing (the Good Bye Letter advised of this). This was confirmed with ******** on 12/21. You had made a payment on 12/11 and then another one on 12/21 once it was determined that there was no missing payment. The account was not reported as delinquent and no late charges were assessed. The letters that you received are automated based on what the system believes the account status to be and is not reflective of your particular situation. Please let me know if you have any questions or if I can assist you further.

Sincerely

******** ******** **** ********* ******** ******* ******* ******** ***********

1/17/2016 Billing/Collection Issues | Complaint Details Unavailable
1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: long story short i am short in my escrow fund and they can not find the shortage. its simple math i have spoken with multiple people and they keep telling me that they are going to run an escrow analysis and they have said when it done i will get a call back its been over a month and a half and this issue has yet to be resolved. At this time i am considering it FRAUD do to me getting the run around and them not being able to explain or show me where all my escrow money is. i want them to resolve this issue and sell my loan to another company this is very crappy service and they do business in a sketch way.

Desired Settlement: i want them to resolve this issue give me the money that i am short back in to my escrow fund and sell my loan to another company

Business Response:

Mr. *******, upon receipt of your complaint I asked the escrow department to review your loan. They advised that the $9.34 that you sent in for the shortage was applied to principal in error. We have reversed that and applied it to the escrow account and have reanalyzed the loan. The shortage is gone and your payment is 1298.51. A supervisor has tried to reach you to go over this with you and will continue to try and reach out.

Sincerely,

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:
Complaint: ********

I am rejecting this response because:

I have told them repeatedly that I am in ******* and they can not understand that they call me when I'm at work they need to call me any time after 3 pm ** time. And please quit doing an escrow analysis it makes my payment go up. Few dollars each time!!! Also I didn't send in a escrow shortage cheek for 9.34.  This is how  competent this company is! I sent an check in October for 616.29 for escrow shortage!! STOP JACKING WITH MY PAYMENT!!!!!!!!! 

Regards,

******* *******

Business Response:

Mr. *******, my understanding, based on a conversation we had, is that Joe M was able to assist you and address your concerns. Please let me know if that is not the case.

Sincerely,

Roseanne G

Vice President Customer Service

Freedom Mortgage corporation

Consumer Response:

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,

******* *******

Business Response:

Mr. *******, can you please confirm that we have addressed all of your concerns and that this complaint can be closed

Sincerely

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

no all issues have not been resolved, I have called Roseanne and joe M and left multiple messages asking them to call me anytime after 3 pm ******* time so we could resolve this issue and I haven't received a single phone call or message from them.  Freedom mortgage just sell my loan to another company so I don't have to deal with this raunchy customer service this issue has been going on since the beginning of November!! Enough is enough!!!! I'm tired of calling and leaving messages and freedom mortgage will not try and resolve this issue!!!!!!!



Regards,

******* *******

Business Response:

Mr. *******, Arthur V spoke with you on 12/14 and went over the escrow shortage issue. You and I spoke shortly after that I believe and you advised that the issue with the escrow account was resolved. I do not have any messages from you since then. I do see that your called in to the servicing center on 1/4 with some new concerns and I have asked that they be escalated. Can you please advise what was not addressed, specifically related to this complaint ?

Roseanne G

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

Call me anytime after 3 pm ******* time and we can talk about the issue 


Regards,

******* *******

Business Response:

Mr. *****, my associate spoke with you at 3 PM your time yesterday as I told you he would. You told him that the current issue was a principal payment that you made was in suspense and not applied for a period of time. The payment was made on 12/24/15 but was not applied until 1/4/16. When it was applied, in order to give you proper credit for the reduction in interest, it was applied with an effective date of 12/24/15. Please let me know if you have any further concerns.

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

Complaint: ********

I am rejecting this response because:

Quit going around in circles lady!!!! I have left you my number multiple times and barley received a phone call from you yesterday at 2:30 my time when you have known for quite some time I have said any time after 3 ******* time. Just sell my loan to anothe company your customer service SUCKS!!!!!!! Nothing is going to get resolved at this rate! Going in almost 4 months!!!!!!!! 




Regards,

******* *******

1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have spent the better part of 6 months working with Freedom Mortgage to refinance my home. The manner in which they failed to close my loan after so many delays and all the empty promises cannot go without accountability. I am a 100% service disabled combat veteran and their failure and lies has cost me many thousands of dollars and indescribable stress. Please review the countless emails and phone calls that have gone on between myself and Freedom Mortgage becausethere aren't enough available characters in this form to describe the egregious errors that they made and the countless empty promises they made to me. The stress and money that this has cost my family should cost Freedom Mortgage in customer service rating right away. Please do not let me be stepped on by this company and have it go completely unnoticed!

Desired Settlement: I want my loan to be closed as it should have been 3 or 4 months ago.

Business Response:

Mr. **** upon receipt of your complaint I reviewed your file with our senior underwriter.  Initially the application was taken and there had been some errors but that was corrected and the was corrected by re-writing the loan but honoring the initial terms. The file was processed and there were some delays but the file did go to closing on 11/20. On 11/23 you advised that you wanted more cash out. We told you that the loan would have to go back to the underwriter for re-approval. By that point we needed to verify that all mortgage payments had been made on the primary and investment property. It was determined that you were 60 days behind on the investment property. You did bring the loan current however the delinquent payment history is not allowed per guidelines and the loan has been denied. I am sorry as I am sure that this is not the answer that you would like but there is no other option at this time. If you have any questions please email me at *************************************

Sincerely

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation 

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

To say there were "some" errors made is a huge understatement.  I was in the refinancing process for nearly 6 months. My loan failed to close multiple times solely due to the continuous lies and gross incompetence of Freedom Mortgage employees.  Please review the countless emails and phone calls and it will be easily apparent that the fault of my mortgage not closing lies not with myself but Freedom Mortgage.  And I have yet to receive any kind of acknowledgement that Freedom Mortgage ruined my opportunity to refinance my home.  I would like all of the phone calls and emails between myself and Freedom Mortgage to be reviewed because I am certain that no reasonable person can review all of the false promises and monumental mistakes made throughout my loan process on the part of Freedom Mortgage and fault myself for this refinancing to have gone the way it did. 

I did everything asked of me promptly throughout this process and Freedom Mortgage completely failed myself and my family!




Regards,

***** ****

Business Response: Mr. ****, 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

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

This is not a matter if how I feel. This is a matter of fact. Review all the communications between myself and your company and anyone can  see the incompetence and lies that your associates relayed to me for 5 months. Why does your company refuse to review and acknowledge wrongdoing by Alex J and Freedom Mortgage?



Regards,

***** ****

Business Response:

Mr. **** was have investigated the file internally. Any actions we take against any participants is an internal matter and not something that we will share publically. We take all complaints seriously and each receives a complete review. Errors or situations where additional training might be needed are addressed as are anything requiring more escalated actions.

Sincerely

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

1/11/2016 Problems with Product/Service | Complaint Details Unavailable
1/10/2016 Billing/Collection Issues
1/10/2016 Problems with Product/Service
1/10/2016 Billing/Collection Issues | Complaint Details Unavailable
1/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a >30% disabled combat veteran who requested a refund via the ********** ** ******** ******* for my ** Funding Fee, which was in the amount of $5,500.00. The ** approved the refund, and sent the refund to my loaner, ****** *******, in March of 2015. ****** ******* then sent the check to Freedom Mortgage, my Mortgage company, in March of 2015. The transfer did not go through, and on June 9th, the transfer was sent again. Since June 9th, Freedom Mortgage has not credited my Mortgage the $5,500.00 that was sent to them. I have since refinanced the original mortgage, and have not received any reimbursement of the amount owed to me. I correspond with the loan servicer daily, and Freedom Mortgage has provided no updates to me or the Loan Servicing Company since I contacting them on or about the 15th of June.

Desired Settlement: I would like the money to be either credited to my new loan # as a principle payment, or sent to me via check so that I can apply it as a principle payment to may loan. The interest accrued on that amount since March of 2014 when the loan was initiated should be credited to me as a lump sum payment. I would like a senior representative to contact me daily via e-mail providing a detailed description of activities done to repair this issue.

Business Response:

Mr. ****,


Upon receipt of your complaint I realized that I was already working on your issue. It seems that the funds were sent to our sub-servicer, who was you prior servicer. They in turn sent it back to us but because we had no information on what to do with it and what loan it was to go to we sent it back. I was able to find the funds and have them sent back to us and they have since been applied to your current loan as a principal reduction. please let me know if I can be of any further assistance

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

12/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a fairly new mortgage with Freedom Mortgage (purchase of house was in May 2015). I have been paying my mortgage through my bank, Wells Fargo. My bank sends an actual check to Freedom Mortgage, and I get notified when it is cashed. I have sent 5 payments to date by this method. The first 4 payments were cashed, according to my bank, and I can view the checks on my bank's website, confirming that they was cashed. The checks all have my account number on them, along with my name and address. The 4th check, sent from my bank on October 23rd, was cashed on November 3rd. I received a notice in the mail dated November 16th from Freedom Mortgage saying that I am past due on my November payment and that I'm being assessed a late fee, so I immediately called their help line, on Nov 24, 2015. The person I talked to said she would make note of my inquiry, and requested that I send proof of payment to ********************************, which I immediately did. I received nothing back confirming the information was received, so I called back the next day (Nov 25) asking about my account. That person said not to worry, that they had record of me calling the day before, and that it usually took 4 to 5 days for them to look into these matters. After not hearing anything I called back today (12/4/15) to discover the funds were still missing. The lady today said she had no record of me contacting them previously about a lost check. She noted the check number and said they would look into it by December 11th. The check was in an amount significantly over the mortgage, as I am trying to pay it off early, and I'm very concerned that it's "missing" and Freedom Mortgage seems to not care much. I have sent December's payment, and I worry that it will also go missing. The customer service folks do not seem to be taking this issue seriously or with any urgency, and searching the internet it seems many other have had the same lost check issue lately. Is this a scam

Desired Settlement: I want the entirety of the funds, in the amount of $9,673.14, Wells Fargo check number **********, that I sent to Freedom Mortgage (and which was confirmed by my bank to be cashed by Freedom Mortgage on Nov 3rd) to be properly applied to my mortgage account (account number **********) effective November 3rd, the date the check was cashed, with the overage applied to the principle (to reduce interest over the life of the loan). I also want the late fee removed, and that there be no negative reporting to the credit agencies since the mistake is Freedom Mortgage's and not my own. They also need better customer service representatives to deal with issues in a timely and professional manner.

Business Response:

*** ******, Upon receipt of your complaint I asked the cash department to review your account. They found the funds had been applied to the suspense account and not yet applied as a payment and the extra fund to principal. The have since applied the payments and extra principal. If you would like a copy of your payment history please email me at ************************************** There was no negative reporting to the credit bureaus for any of the months involved.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ******

12/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Freedom mortgage has been engaged to refinance an existing mortgage with a newer loan with a better rate. After all approvals were met, freedom mortgage set a mutually agreeable closing date of 12/10. I have repeatedly requested either a HUD-1 statement or a closing disclosure form as mandated by FHA guidelines. Freedom mortgage has steadfastly refused to provide any statement of closing costs, escrow transfers, loan costs, or any detail showing how they came up with their 'cash to close' monies. I have been in daily contact with **** ********* (************************************) and asked approx 5 times for this to be escalated to management. No responses have been made other than for me to get a cashiers check ready for closing with no detail as to how that amount was calculated. Additionally, Freedom mortgage has marked my existing loan as being 'in forebearance' although I have never been late a single time nor ever requested any such arrangement. I was told over 2 months ago this was a system glitch and would be corrected. To date, nothing has been done I am now stuck as it has taken 90+ days to get to this point and interest rates has risen with Freedom mortgage competitors given market conditions. This has been a horrible experience, Freedom mortgage offers no transparency, seemingly no ability to create a balance sheet justifying their positions, and has exhibited no desire to answer my concerns whatsoever. To be clear, it is my understanding they are now in violations of federally mandated regulations

Desired Settlement: 1. Detailed statement on all aspects of the mortgage (I should have to demand this) 2. Correction of misstatements on credit report.

Business Response:

*** *********, 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

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

Complaint: ********

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,

******* *********

12/30/2015 Problems with Product/Service | Complaint Details Unavailable
12/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Freedom mortgage has made it impossible to log in to their website to pay my mortgage payment. Every time I try to login it tells me it is unavailable. This is primitive and ridiculous to have a website like this. They need to fix it.

Desired Settlement: Fix the website so that it is usable for payment 24/7, or have 24/7 customer service by phone. You have neither of these things at this point.

Business Response:

*** *******, I do apologize that you had issues with the website. We did have intermittent outages over the last few weeks. I have been advised that those issues have been resolved. If you have any further issues please email me and I will have someone assist you directly* ************************************* *

Sincerely

 

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

12/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was informed by the Monroe County IL tax office that my taxes were delinquent. Upon receiving the letter, I contacted Freedom Mortgage (FM) on Nov 16th. They had the wrong dates for my taxes being due. FM informed me to email them the documentation, which I did. I was also informed that my escrow is available to pay these taxes. I informed them that my taxes would be sold by Dec 22nd, a tax lien would be placed on my home, and that I would be publicly shamed on Nov 25th via the news paper. I also informed them that this could affect my credit and my career as a Government employee. I received a letter from Freedom Mortgage on Nov 20th stating it would take 30 days to research. I called again on Nov 30th and no action had been taken. After mentioning lawyer, FM finally called the Monroe Country Courthouse to verify my taxes were due. I called again today for a status (Dec 2nd) and no updates have been made. Freedom Mortgage has the required information and is not paying my taxes, penalties, and late fees in a timely fashion.

Desired Settlement: Depending on when my taxes are paid, will determine my desired outcome. At this point, I want my taxes paid from my escrow immediately.

Business Response:

*** ******, upon receipt of your complaint I asked our tax department to review the tax bills and due dates. They researched and advised that the taxes that were due in June should have been paid at the time of closing, which was May 2015. It seems that the bills were released late by the tax office and as a result when we disbursed on 8/18/15 for the September bill this paid the June installment but because we were not aware of the bill being past due the next due date for taxes moved forward to 6/1/2016. I am sorry that this situation caused you distress, we were unaware of the unpaid June installment until you contacted our servicing center. They could have acted more quickly in researching and disbursing the payment. The payment was sent on via overnight mail to the tax office on 12/7 by the tax service, it was disbursed from your escrow account on 12/3/15. You were not charged any interest or penalties as only the base amount was paid from escrow. Please let me know if you have any questions

 

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

12/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My loan was transferred to Freedom Mortgage from ******** **** Loans in August of 2015 and I have lived in a nightmare since then. I have been on the phone with these people multiple times nearly daily since then because they have my account completely wrong. To start, my mortgage insurance has not been paid since the inception of the policy in which I paid ~200 of the 971 yearly premium. I have received TWO cancellation notices because this amount is supposed to be escrowed but the two checks they “overnighted” to my insurance company have returned NSF. Every time I call about the issue, I’m told it’s a simple system glitch and that it will not happen again. The worst part about the entire situation is my Escrow account balance and the multiple analysis that have been done. When the account was transferred to them, I had an initial escrow balance of ~2400, my property taxes were estimated to be a total of ~2900 for the year. However, the actual bill amounted to ~1900, and I have already paid TWO months at the old rate which was supposed to create a surplus. I received a check indicating a surplus of ~545 and a week later, received a demand for a check of ~786 due to a “shortage”. How can there be a shortage when you HAVEN”T PAID ANY BILLS although there is MORE in the account as a starting balance and I’m constantly ADDING to the account month through the escrowed part of my monthly payment which is currently about 420?!

Desired Settlement: I need a higher level manager (VP on record) to contact me and resolve these issue. I want a refund of the excess, investigation to where my money has went to, and due to the severity of these issues, I need something to compensate for the time I have invested in dealing with these numerous errors. Due to the equity position in my home, I also want to request the escrow account be removed.

Business Response:


Mr. **** upon receipt of your complaint I reviewed the escrow account with our escrow department. They advised that there was a payment made to ********* insurance in the amount of 809.17 and disbursed from escrow on 9/1/15. The funds came back from the insurance company were redeposited into the escrow account. The account was analyzed as part of our routine procedure and due to the system showing a payment for the insurance already having been paid the funds that were redeposited resulted in a perceived overage by the system and you were refunded 545.68 on 9/28/15. Two days later the insurance department received the correct bill amount and paid ********* in the amount of 971.00. Due to the payment of taxes (which should have been paid by the previous lender) and the disbursements for insurance the account was analyzed on 10/2 to make sure that the amount being collected was correct. Due to the higher insurance payment and the escrow refund there was a shortage in the amount of 786.13. Due to the fact that your mortgage is an FHA mortgage we cannot remove the escrow account. FHA loans are required to have an escrow account.

Sincerely

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

I request Roseanne call me and email me directly as indicated in my complaint. I have been on the phone with supervisor Brandon B almost weekly since I submitted this complain and still have not come to an acceptable resolution as to what happened regarding this account.

 


Regards,

******* ****

Business Response:

Mr. ****, 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.

Sincerely

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:
Complaint: ********

I am rejecting this response because: I indicated that I have not been contacted by anyone in my last correspondence, yet again, I have NOT received a call from ANYONE in upper management. However, I have been working with a supervisor about the issue (also indicated in my last message) who didn't understand how it was calculated the way it was either and was supposed to give me a callback OVER a MONTH ago and never did, despite the voicemails I've left for him. There should be a LONG trail of notes about issues I've had with you guys since you assumed this loan in August and I'm completely disgusted with the run-around. I request a member of upper management with the power and ability to get this solved call me ASAP AND EMAIL me to confirm that I received the call. Please leave name, number, and extension on both correspondences. 



Regards,

******* ****

Business Response:

Mr. ****, Debra D, a servicing manager has been communicating with you almost daily in regards to your concerns. I hope that this addresses your request for a manager to contact you and work with you.

Sincerely

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:
Complaint: ********

I am rejecting this response because:
Almost daily? Please don't insult my intelligence with a blatant lie. She has called me twice and the issue STILL has not been resolved. You clearly have the record confused, I have been calling YOU almost everyday since September (as your records surely indicate) with nor resolution to my issues.


Regards,

******* ****

Business Response:

Mr. **** below is a report from the manager you have been talking to on Dec 15th. I consider that this matter has been closed

I spoke with Mr. **** at approx. 1:30 PM today…

I explained again how taxes are disb approx. 30 prior to due date in order to address his concerns over disb in Aug 2015 for Sept 2015 tax payment. 

He asked if I found out if the Tax Authority was changing the date due.  I let him know that we put direct calls into the authorities and they have no other due dates but do hold at their discretion to change the tax due dates. 

Asked Mr. **** if all his concerns had been addressed and he agreed that they were addressed. 

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I do not agree with the explanation but consider the case closed. I will refinance with another company.

Regards,

******* ****

12/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On October 1st, 2015, I spoke with a customer service representative who stated that I will be able to cancel my Primary Mortgage Insurance (PMI) if I get the Loan-to-Value (LTV) down to 80%. So, I put a $12,000 payment which was taken on 10/5 towards my principal which took my LTV to 80%. The customer service representative stated she would put a request in for a cancellation of my PMI. Since October 1st, I have written 5 emails along with sending 5 faxes requesting the crenelation of the PMI. Furthermore, I have had 6 phone calls to 6 different customer service representatives along with 1 manager about the issue. 3 customer service representatives sent fellow up letters to the PMI department requesting the cancellation and the other 3 customer service representatives along with the manger all gave me different answers on why my PMI is not cancelled.

Desired Settlement: I want my PMI cancelled.

Business Response:

*** ******, upon receipt of your complaint I reviewed the loan and the request for the removal of the PMI. The loan is eligible for the removal of PMI however you also submitted a request to have the 12,000 principal payment you made returned to you. If we do that then the loan would not be eligible for the removal of the PMI. I assume that you want to leave the principal payment and remove the PMI but I ask that you email me a confirmation so I can advise the escrow department on what to do. I can be reached at *************************************

 

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

Complaint: ********

I am rejecting this response because:

I have been in contact with with a customer service representative who said he is working personally on the case.  Also, I have been told before that they are working on the case and nothing has been taken care of.  

The main reason why I am rejecting this is because nothing has been taken care of.  




Regards,

***** ******

Business Response:

*** ******, my understanding is that we have been in communication and that we resolved this issue to your satisfaction. Please confirm for the BBB

 

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

12/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was contacted by Ed ****** of Freedom Mortgage several times in July 2015 requesting personal sensitive information. He told me that it was in my best interest to give him this information so that he could then fix a mistake on their part from my loan closing in May 2015. He promised in return that my loan would be refinanced. After giving him my information a hard pull of my credit was done and no paperwork was sent to me regarding my refinancing. I called back in September and was told that my loan application was canceled. I did not request a cancellation. The representative then said that Mr. ****** would call me back. Mr. ****** never called me back. I placed another call in November 2015 and still no response or resolution.

Desired Settlement: I would like my loan refinanced at no cost which was promised in July 2015. I would also like that Mr. ******s activities be investigated.

Business Response:

Ms. *******

I do apologize for the lack of contact. I checked our records and it seems that the file was closed out due to inactivity. We can open up a new application if you would like and I will be happy to remove the inquiries from July. Please let me know if you would like to be contacted about a new application. Roseanne.goldberg@freedommortgage.com

Roseanne ********

**** ********* ******** ******* ******* ******** ***********

12/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: freedom mortgage has delayed importants and monetary amounts in a timely manner, this has and continues to cause undue mental and financial problems. I have contacted freefom mortgage loan officers and numerous other representatives of freedom motrgage and they have blatantly refused to fufill their obligation to get appropiate documents to me in a timely manner, becase everyday that they do not help me with this issue I get added debt and interest. There seems to be know urgency on freedom mortgage's part to do what was promised and assist me as a disabled veteran. I need to be reinbersed for monies ,I have already paid out. That was the object of getting the loan in the first place!!!, WHAT AM I SUPPOSED TO DO when no documents are forth coming?

Desired Settlement: Send my pertinent documents and payments immediately, so I can fulfill the obligations we agreed upon,any delay will only cause me more hardships. All I ask is the this be resolved now not later!

Business Response:

Mr. *******, upon receipt of your complaint I reach out to our processing manager Nancy ******* to see if she was aware of the issue with your checks. She advised that she was and was working with you to get the proper payments and names of the payee's on the checks. My understanding is that as of today all of the checks have been corrected and sent out to you. If this is not the case please reach out to me at *************************************

Sincerely

Roseanne ********

***** ********* ******** ************* ******** ***********

12/3/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Freedom Mortgage is charging consumers a $30 fee to obtain payoff amount for home loan. They do not give you the information online when logging into you account and charge you the fee to request it online and to call and request the information. This is information that is necessary to pay off you loan and may need to be accessed several times if selling your home. I do not believe the company should be able to charge this outrageous fee without giving you the opportunity or ability to obtain the information through the consumer's online account. This is set up in a way that the consumer has absolutely no other option than to request the information, allowing the company to charge a fee.

Desired Settlement: Ability to obtain the information online or discontinuation of fee. I would also like a refund for the fee charged to get the payoff on my loan to sell my home.

Business Response:

*** ********, 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 ************************************* and I will send you on via email.

Sincerely,

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

12/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On August 20, 2015 using the Freedom Mortgage website a Doxo Pay link was used to submit our mortgage payment. The monies in the sum of $830.07 was collected from our checking account on August 24, 2015 paid to Freedom Mortgage DoxoPay. Freedom Mortgage that the payment was never submitted to them and our account reflects a nonpayment. We submitted the banking information to several company officials and representatives showing where the money was withdrawn from our account. Doxo also confirmed that the money was transferred on August 26, 2015. We have had the bank send the info showing that the money was paid out from our account and we are still being asked to re-make the payment. Freedom Mortgage has harassed us refused to take any responsibility in finding the payment that was made to them. They have been reporting late payment to the credit bureau.

Desired Settlement: We would like the mortgage payment to be applied to our account, all negative reports to the credit bureau to be reversed, a mortgage credit for the three months of harassment and hoops we have had to jump through trying to find our own money. When all the investigations showing that the last trace all stops with them receiving the payment. We also want an apology. We think that all are request are reasonable we have not been able to get any financial assistance with home repairs because of the negative reports and more repairs are needed because of the delay in being able to do the repairs to fix our home.

Business Response:

*** *******, thank you for making us aware of this situation. I asked our cash department to research but they stated that they need proof of where the check was sent and that it cleared. So we would need that from either your bank or your bill pay service if you use one. Please feel free to email me when you have that info. In the meantime I have blocked credit reporting until we resolve this. Me email is *************************************

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

12/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My primary mortgage is held with ***** from whom I received an email back in June 2015 indicating that I could refinance my loan with no appraisal, lower rate, etc. When I inquired about the offer, I was connected with Freedom Mortgage (an ***** partner). From June 11, 2015-Oct 2, 2015, my husband and I were given the run around regarding the status of our loan. We provided all requested documentation in a timely matter and followed up with the representative regularly. We kept being told it was in process and everything was fine; waiting on the subordination of our home equity loan. By early August, they closed the loan for no reason other than they did not follow-up and actually request the subordination (I confirmed this with the home equity lender). I subsequently got in touch with a manager who assured me that the loan would be re-opened and no further issues would occur. Again, I was in constant contact with ** **** to obtain the loan status and make sure all that we could do on our end was taken care of...I would often not receive responses to my emails, or receive poorly written emails or I would receive an out of office message indicating he was out until 5/27/15 (this was Aug-Oct 2015!). When I brought it to his attention, he took no action. He eventually asked me to follow-up with our home equity lender (on 9/25/15) who confirmed a request was received on 8/28/15 and a response (requiring further action from Freedom) was sent 8/31/15. When I advised *** **** of this on 9/30/15 and ask that I receive a call or email from management, I received another out of office message for 5/27/15 and then emailed his college, *** ****, who also failed to contact me. My next contact from *** **** was on 10/2/15 indicating that our loan request had been closed because they did not follow-up with the home equity lender as is their job. My experience with Freedom has been HORRIBLE and we've lost several months now of prime rate time trying to refi our loan.

Desired Settlement: Provide the loan as well as compensate me (by way of improving the terms of the loan) for the inconvenience, undue stress and aggravation caused by your poor business practices and customer service. Make this right! I would also like to be contacted by ***** (via email) to confirm that they are aware of the type of poor service being provided by their business partners.

Business Response:

*** *********, upon receipt of your complaint I asked the processing area to review the file. It seems that there was a large degree of difficulty obtaining the subordination agreement from your second lien holder and once we were communicating with them they had added some additional requirements. The application was eventually closed for incompleteness on 9/28/15 as we still did not have the subordination. We did finally obtain it on 10/5/15. The loan would have to be re-written since it was closed out. I asked the loan officer to reach out to you to see if you wanted to proceed but I was told that a message had to be left and I see no other action on the file. Please email me if you would like the loan officer to call you, *************************************

Sincerely,

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

**** *********

12/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In August I contact them about a Sliding Loan. After running a credit report, going over my finances and filling out the initial paperwork, I was told I qualified. I was also told if I sent in the requried information we could close on September 15th. I have sent everything they have asked for and then some. They keep asking for more and more information. Then they claim they didn't receive it, dispite having fax confirmations. They don't return phone calls. Eventually, I missed the deadline for the second closing date in October. They assured me that they would extend it as they admitted they dragged their feet. Today, I received notification I missed the deadline and they would not honor the extention. They said I had to start over again. This company has been horrible to work with. They do not follow through in a timely manner and communication with them is next to impossible. I am very disappointed.

Desired Settlement: I would like to close in 2 weeks per the terms of the initial agreement and settlement costs.

Business Response:


** *****, upon receipt of your complaint I reviewed the application. The file was only received on 10/23 and only able to be moved to processing on 11/9. From what I can see they have been moving the loan forward in a timely manner and you have been providing what has been asked as well. There was previous application that was closed for incompleteness and then this file was opened but this file seems to be on track with the processor talking with you and obtaining what is needed. If you have any additional concerns please feel free to email me at *************************************

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

12/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I borrowed a renovation loan for a HUD foreclosed property which turned out to be built on a landfill. The soil is contaminated and I am trying to get mitigate this issue with the county and State of Maryland. I no longer need the renovation loan because the site cannot be used for habitation. I have relayed this information with supporting documents to Freedom Mortgage. When you call the customer service they tell you it's none of their business and have no knowledge of the renovation loan I have through the same company. It's painful because Freedom Mortgage's systems are not consolidated so the customer service folks give you different information and at the end of the day my problem about taking off the renovation loan that I am not using has become a nightmare trying to reach anyone to talk to at this company.

Desired Settlement: Modification of the loan I borrowed because why should I be paying money on a loan/site that I can never live in. I am writing for Freedom Mortgage to be truthful and update their computers that way someone can tell me they know this case is being worked on rather than being thrown about. Thank you* ****** *******

Business Response:
Dear *** *******,

We are in receipt of your complaint and are happy to respond to your concerns.

Upon receipt of your complaint, we reviewed the documentation you supplied and consulted with our legal department. Due to the fact that the property is an environmental waste site and the structure is gone we cannot do any further lending on the property nor will be buy the loan back. What we can do is use the renovation funds to pay down the balance and then do a work out with you for the remaining balance. Our legal department will be reaching out to you directly to discuss this with you.  

If you have any further questions or concerns, please do not hesitate to contact me.

Sincerely,

******** ********
Vice President Customer Service
Freedom Mortgage
*** ******** ****** *** *** ******* ** *****

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over the course of the last year or go, I've been receiving solicitations for converting my mortgage from an adjustable to a fixed mortgage. About half of these solicitations have come from Freedom Mortgage who has been linked with Ocwen Mortgage who serviced my mortgage until 2 Oct 2015. At that time Freedom Mortgage took over my mortgage. I've asked various personnel in Freedom Mortgage to remove my name from the mailing list for mortgage conversions. Each one said they would. Since 2 Oct 2015, I've received two solicitations for conversion from Freedom. I've asked them to stop this practice, however to date this has not happened. I'm tired of asking.

Desired Settlement: I want Freedom Mortgage to quit mailing me conversion invitations. If I feel I need to convert my mortgage I will do it myself and I certainly will not conduct business with Freedom Mortgage if I feel the need to convert.

Business Response:

*** ****, thank you for reaching out to us. I have removed your name from the marketing lists. You will not be getting any new solicitations, please allow 30 days for this to take effect in the event of an mailings that may have been mailed before today.

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

12/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am desperatley trying to refinance my loan. Freedom Mortgage is trying to prevent this. First I have been locked out of my account for one week. It is common for me to have to reset my password monthly and have the account unlocked by cutomer service about every other month. There system is this bad, making it difficult to pay my morgtage or obtain any loan information. After one hour on hold for 64 minutes and 10 seconds on October 9th I was told 2 things. First my account had been unlocked and I could now access it. When I tried and told the person I still could not get in she told me the entire system was down. I tried again today and was told my login informations was incorrect. I had a pw reset emailed to me and this website link is no longer available. I have currently been on hold for 34 minutes and counting with no luck getting anyone to answer the phone. I was also told on Oct 9 information confirming my taxes had been paid was being sent out to me by mail and email so I could continue with the refinance. I received a call today stating Freedom Morgtage will not provide that information except in a monthly statement (delaying the refinance by several weeks). If I could get onto the website the information is there but I cannot print it up or screen shot it to make it availabe to the refinance company. They are also refusing to provide a payoff amount to the refinance company despite my signing a release.

Desired Settlement: 1) Immediate access to my account via the website. 2)Waive all fees due to late payment due to inability to make a free payment (they charge for phone payments) via the website and agreement not to report the late payment to the credit bearu due to their error. 3) Complete cooperation with the refinance company of my choosing. 4) Written statement clarifying their policy on how they provide information about tax disbursments. 5) Letter of apology for the poor performance of the webste and customer service line, 60 minutes on hold so you are able to pay your mortgage is not acceptable. 6) Complete documentation I will need to file my 2015 taxes within 30 days of the refinance payoff.

Business Response:


** *****, Upon receipt of your complaint I asked ****** ******, 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 ************************************** 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

******** ********

Vice President Customer Service

Freedom Mortgage corporation

12/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a mortgagor with Freedom Mortgage for about two years with good payment history. For the past year, they bugged me about refinancing. I did not want to do it. Finally, a representative was able to convince me to refinance last month. The application itself was easy. I was told that I would need no money for closing. Fast forward to scheduling the closing: I was scheduled to close on the refinance on Sept. 30th. I was called that afternoon and told it was cancelled. I rescheduled for Oct. 2 at 6:30pm. It was 7 pm when I called Freedom Mortgage to find out where the notary was. I was told the closing was cancelled, but no one knew why or why the notary did not inform me. The closing was rescheduled for Oct. 7 between 12pm & 1pm. Once again, no call from the notary. I called Freedom Mortgage, who informed me there was still an issue with getting the notary paperwork. At no point during the scheduling of any of these three closing was I told to bring anything more than a copy of my driver's license & a second form of ID to the closing. I was never told to bring cash. I was also told repeatedly not to pay my mortgage for Oct. Yet, on the evening of Oct. 7 I was told that I needed to bring $150 to closing - completely news to me. Today, in scheduling my 4th closing, I was told that I would incur a late fee for not paying Oct., although I was told repeatedly not to pay it. I asked about bringing cash to closing but now the amount I need for closing is uncertain. I call back to inquire further about cash at closing, & am told I need $518. In expressing my frustration over the entire process, the attempt to console me was yet another person promising to put me on their list of closings to follow up on. When I asked if all of the misinformation & cancellations could be reported to a manager, I was told that quality assurance MAY review calls for inaccurate information given to me as if reporting my experience to a manager is unnecessary.

Desired Settlement: Overall, the only helpful person was Ron in closing recovery by getting things moving. Freedom Mortgage should stick with what I was initially told; I was assured that all closing costs would be covered by Freedom Mortgage and that I didn't need to bring anything to closing. The fact that nobody told me about bringing cash to closing until October 7th is ridiculous. The fact that nobody can seem to give me correct or consistent information is extremely unprofessional. What is even more unprofessional is the fact that the notary cancels closings without informing the borrower. I did not like how, in response to my complaint about how I have been treated, Carrey informed me that they have an A+ rating with BBB when the customer service experience that I have had over the past two weeks is far below excellent. As a borrower with a good payment history and excellent credit rating I deserve more than an apology and promise to watch my account as people have done that three times already.

Business Response:

Dear *** *******

Upon receipt of your complaint I reviewed the loan application and the status of the file. I do apologize as I can see that the closing that were canceled should not have been scheduled in the first place as we were missing a correct payoff. The cash needed at closing was also not handled as we would have liked as the numbers were preliminary as the payoff had not yet been received, the individuals involved have received some additional training. I understand that the loan has since closed and funded and that you did not need to bring any funds to the closing table. Again, I do apologize and if you need anything in the future please feel free to  reach out to me at *************************************

 

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

12/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I applied for a refinance of an existing Freedom Mortgage. All information was provided accurately by telephone. I was approved and paid $510 for the appraisal. After extensive delays on the part of Freedom Mortgage the appraisal was completed and met the necessary loan to value ratios. Finally I was told that the loan was not approved even though all information at the outset was correct and provided to Freedom Mortgage. I requested a refund of my appraisal fee $510 and the processor told me I would receive it in 2 weeks. I never received it and it turns out that he did not have the authority to tell me it would be refunded.

Desired Settlement: My appraisal fee of $510 should have be refunded to me. Freedom Mortgage mishandled the application from the very beginning. There were extensive delays and ultimately no refinance and an out of pocket cost of $510.

Business Response:

Dear *** **********

 

Upon receipt of your complaint I reviewed your file with the sales manager and we both agreed that you are entitled to a refund of the appraisal fee. The loan officer should have held off ordering the appraisal until he had more documents in on the application. I  have submitted a check request for the 510.00 you paid and a check in that amount will be mailed to you via regular mail in about 2 weeks.

 

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

12/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 9/17, I started the process of refinancing my home due to lower nationwide PMI rates and lower interest rate. Since then I have gotten ignore, the run around and passed on to managers that never bother to call me back. My rate lock of 3.875 is due to expire on 11/16. I am sure I will miss the deadline and miss out on the rate and will have to start completely over. I have emails begging for information and nobody will get this straightened out. It is unfair.

Desired Settlement: I want the refi to go through at the rate that I was quoted.

Business Response:

** ******, 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

 

******** ********

Vice President Customer Service

Freedom Mortgage

12/1/2015 Billing/Collection Issues | Complaint Details Unavailable
12/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When you log onto the account to try and view your loan info, to include escrow account, balance, amortization schedule, and many more links, it send me to loan care interface. I have registered with them, and it says that I am a Freedom Mortgage account and talk to them. I called and both companies and they point back and forth, and they both have said that Freedom has connection issues all the time to access the info. This needs to be fixed!

Desired Settlement: Freedom Mortgage should contract another company for supply all necessary resources to fix link issues and provide reliable service and connection to clients info. In this day and age, connection issues should not happen and info should be at our finger tips.

Business Response:

*** *****, 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 ************************************** 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

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

12/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am contacting this agency with the hopes, and intentions, of helping make fellow veterans aware of this misleading practice. On October 13, 2015, I received a mailing from Freedom Mortgage that states that I "will not be turned down for this offer of receiving 100% value of your home, as long as your credit report is the same as we received on October...". Freedom Mortgage never viewed my credit report on that date, because, I never gave them permission. AND, if they did, it was obtained illegally! I contacted Freedom Mortgage, at the number provided, to demand that all of my personal information be deleted from their servers. Before I did that, I asked how they obtained my credit report. They said that they hadn't, because that is illegal. I stated that based on the letter, I was guaranteed 100% of the value of my home AS LONG AS my credit report reflected the same information as on said date. So, I wanted the mortgage based on this information, because I knew that my report had not changed. They said that they could not do that without pulling my credit report first. At this point, I demanded that all of my personal information be deleted from their servers. THIS IS BLATANT FRAUD! For some people out there, times might be difficult, and a new mortgage would make a considerable difference. However, fraud is fraud. This company needs to be shut down. They also claim a A+ rating with the BBB.

Desired Settlement: Other than the discontinuance of advertisement, this company should be fully investigated, and penalized.

Business Response:

Dear Mr. Barrett,

The marketing piece that you received and the information regarding your eligibility for a refinance in terms of you credit is based on our vendor, Experian, providing us leads that met certain criteria. They determine which consumers fit that by doing a soft or marketing inquiry on 1000's of consumers and return to us those that they feel met those standards. They do NOT pull your credit. What they do results in the mortgage, credit card or insurance offers you receive in the mail. In order for us to confirm that the data they collected meets the criteria to grant you a loan (assuming all other factors needed for loan approval are met) we would need to pull a credit report. We will NOT pull a report without your authorization and only if you agree to move forward with an application. We have removed you our marketing list so the you will not receive any further solicitations.

 

Roseanne Goldberg

Vice President Customer Service

Freedom Mortgage Corporation

 

 

12/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To start, we have been in the refinancing process for entirely too long with this company. They have (so far) taken nearly 4 months since we started this process! We contacted on June 2nd of 2015 and it's now September 21st! So our closing is tomorrow afternoon and we reviewed our disclosures that came in the mail and they GOT OUR TERM WRONG and we were also promised a lower interest rate. We were supposed to keep our term of 341 months but they have our paperwork listed here for 360 months. So here we are on the eve of closing( finally ) and all of our stuff is wrong! I am so upset, I have never had such issues with someone handling important and valuable information. I mean all we have is our home and this poor company is handling our property!

Desired Settlement: Finish this up and FIX our term because we will not go back to 30 years after the post card clearly stated we would keep our term and it was also discussed with Anthony Andrews nearly 5 months ago (I lost track) from when this started. I do not want to wait another week or two or three, I want this fixed quickly and over with so we do not have to deal with you again. It's sad enough you'll get our money every month. If it weren't probably too late we would choose a better, more competent company.

Business Response:


*** ******

Upon receipt of your complaint I reviewed your file with the
processor. She stated that she spoke with you about the term on 9/22/15 and
that you were fine with the term. The loan closed on the same day and while you
were afforded the right to rescind you did not rescind the loan. I can only
assume that you filed this complaint prior to the discussion with the loan
processor. Please let me know if you have any other concerns. I do apologize
for the length in time that it took to process the file, it did take longer
than usual.

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

11/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Freedom Mortgage has not paid my property tax bill. It has been delinquent since September 1, 2015. I call constantly and they promise to get back to me. I've faxed the delinquent notice to Freedom's tax department, but yet to hear back from them.

Desired Settlement: Payment of my tax bill from my escrow account immediately and any further credit issues that may result in this.

Business Response:

*** ***** 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 Sept. When 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 45 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 system. We set the loan up showing the next installment being paid by us, not the current September installment. We have now disbursed the payment and will be collecting the penalty from Diamond. You were not charged the penalty out of your escrow account. Please 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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *****

11/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I spoke with customer service representatives on 8/18/15, 9/21/15, 10/7/15 and 10/20/15. During each call I asked to have solicitations for a new mortgage stopped. In each case the representative assured me that a request for "no solicitation" would be submitted. I am still receiving solicitations for a new mortgage. I DO NOT WANT ANT MORE SOLICITATIONS FOR A NEW MORTGAGE.

Desired Settlement: I DO NOT WANT ANY MORE SOLICITATIONS FOR A NEW MORTGAGE.

Business Response:

*** ******, I apologize that you were still getting solicitations after requesting to be removed. I had your name removed the from the list on 10/28/15. You will not be getting any further mailing or calls

 

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

 

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ******

11/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ***** **** claimed he was from ********** offering a better refinance rate so we refinanced our home. He said Freedom Mortgage was their affiliate. They paid off ********** at $121,108.61 and created a new mortgage with Freedom Mortgage of $123,557. The escrow balance was electronically sent to Freedom Mortgage on Aug. 18 in the amount of $1,582.47 and accepted to be put in a new escrow account for us. However, Freedom Mortgage claims it never received it and has skirted the issue with us and not produced the money.

Desired Settlement: We want the money returned to us in cash at this point. The undue stress is far beyond what any disabled veteran should have to put up with. As soon as this issue is resolved we plan on taking action to take the mortgage out of their hands. This company is not fit to do business. It lies to people to get them to switch. We want to go back to **********! We want our $1,582.47 back!

10/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unable to get through to customer service, unable to get billing information about a Mortgage that has been transferred.

Desired Settlement: I would like someone to contact me ************

Business Response:

*** *****, upon receipt of your complaint I asked our customer service department to review your account and reach out to you. They advised that they had spoken with you on 10/9 and 10/13. IN response to your complaint we called and left you a message on the 14th and again on the 17th. We have not gotten a response to either of those calls. If you still need our assistance please let me know by emailing me at *************************************

Sincerely,

 

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

 

10/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dealing with their gross negligence and misconduct on two fronts: as a service member - tried to take an VA IRRL - the lies, and mark ups of fees, which should not be included in this refinance are appalling. Every time you call to resolve, you get a different person and a different story, excuse or flat out lie. Finally just walked away. Secondly - my insurance company sent them my claims settlement in the amount of $25,000 for them to administer. They are doing everything in their power to hold on to MY money for months and months on end and not pay out my settlement even though the work is done, inspections complete, paperwork filed. Despite numerous phone calls to resolve, again, a different person, a different bs story, they are a sham! Stay away!

Desired Settlement: I would like my insurance settlement paid to me immediately since I have completed everything required of me. There are so many BBB complaints and negative customer reviews on file, - someone takes the time to write every other day or so, why do they continue to receive an A+ rating from you? This is deceiving other customers into doing business with them when they are a total nightmare. I would think these matters need to be figured into their rating.

Business Response:

Ms. ****

Upon receipt of your complaint I reviewed both the application you had in process and the insurance claim you have on your current loan. The application was a streamline where we were lender paying the closing costs. I am not clear on where you fee the was any misconduct. We processed the application, including the subordination of your second mortgage, extended the interest rate lock at our own cost and called out to you repeatedly, leaving messages on your cell phone to schedule your closing but you did not return our calls. I do not see many incoming calls where you were calling into to ask questions or get a loan status. The application has been cancelled due to lack of contact from you. In regards to the insurance claim, we have to follow investor guidelines and release funds as work is completed. We released $8,453.56 on 5/6/15, another 8,453.56 on 6/5/15 and then 11,835.00 on 9/16/15. You recently called in to schedule the 100% complete inspection which once complete will allow for the disbursement of the remaining 5072.12 left in escrow. Your funds were handled in accordance with investor guidelines and not in any arbitrary manner. Please let me know if I can be of any further assistance


Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Consumer Response:
Complaint: ********

I am rejecting this response because: I had numerous conversations with Mr. D and others in attempt to resolve my questions on the GFE for my VA IRRL. At no time was I ever presented with credits that Freedom was paying. The only thing I was presented with was over $5,000 in closing costs.  To say there were no incoming calls is untrue.  To say that I eventually got so disillusioned with the process and having to deal with at least 6 or 7 different people, starting all over with my situation every time, that eventually I did indeed stop returning calls from the closers is true - by then I had informed 3 different closers via email that I was no longer interested in taking the loan with Freedom because I was just sick of dealing with the incompetence.

Regarding the insurance payout:  I did not receive 3 payouts you list below - which again, I went over with at least 10 different specialists on the phone.  In fact, the amount you list is in excess of the settlement - one of those payments never arrived, yet I would have to explain this over and over again every time I called to check on my 50% disbursement - which took exactly 30 days to receive.  One specialist told me the check was mailed on 9/16, the automated system stated it was mailed 9/18, yet it was finally postmarked 9/22, a month after my 50% inspection was complete.

Yes, I have now scheduled the 100% inspection. I will wait to consider this matter closed once the final disbursement arrives.We'll see if it's actually processed 3-5 days after complete this time, But to think that I had to resort to calling every single day and filing two complaints in order to receive money that was owed to me is shameful.  



Regards,

**** ****

Business Response:

Ms. ****, I am not sure what else I can do to explain that you were getting the lender credits for the closing costs. They are not shown on the GFE because the GFE doesn't have a place to show who is paying the costs. The summary of transaction does lay out who is paying what. I am sorry that you did not have a good experience with the refinance. The vast majority of our borrower's have no issues what so ever. I did check you insurance claim status and the 100% inspection was completed and the balance of the funds left in the restricted escrow account were released on the 13th. You will be getting that check via regular mail.

Sincerely

Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Consumer Response:

Complaint: ********

I am rejecting this response because: I appreciate your thorough response. I was never presented with a summary of transaction to show lender credits, but I consider the first matter a moot point - I am no longer interested in this option due to my experience.

 

I will consider the matter of the insurance payment closed when I receive the final distribution owed to me. Thank you, 



Regards,

**** ****

Business Response:

Ms. ****, My understanding is that the final check was mailed to you via regular mail on 10/15. Can you confirm receipt of the check please

Roseanne G

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ****

10/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have an ongoing issues with our mortgage company and our tax assessment. The City of Philadelphia previously sent the wrong tax information which increased our mortgage $1,000 each month. After some back and forth between the City of Philadelphia and Freedom Mortgage, the City of Philadelphia has corrected the amount of tax we owe. The City has sent the updated information to Freedom Mortgage for their records to update our account. Since the correction was made within the City of Philadelphia tax system updated records were sent to Freedom Mortgage. Freedom Mortgage must submit a reimbursement form to collect the misappropriated money. They have done this once and filled out the form incorrectly. We had to call Freedom Mortgage for them to resubmit the paper work. I am unaware if they have resubmitted. There is constant back and forth and after trying to coordinate with Freedom Mortgage, they now place us on hold or hang up on our phone calls. They say the issues has been escalated to the tax department in their company. However, after a week there has been no resolution. This issue has been going on since November of 2014. We have been making our regular monthly mortgage payment and in July they sent our payment back to us. We have it dated they received it before the late payment date.

Desired Settlement: Our Freedom Mortgage account needs to be updated to correct the tax issues as well as any late fees. We have been submitting our regular monthly mortgage payment. Also both myself and my co-borrower needs our credit reports corrected to show that we were not late in our payments. As this credit report is hindering the expansion of our small business, therefore effecting our income.

Business Response:

*** ****

I am working with our tax department to obtain the refund and correct the escrow account. I anticipate that this will be completed in the next 48 hours. Please contact me directly at ************************************* and I will update you once this had been finalized.


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

?

Consumer Response:
Complaint: ********

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 *********************** 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,

****** ****

Business Response:

*** ****, we communicated via email after you rejected this response and I did not hear back from you after my last email. If there is anything further that I can do for you please email me.

Sincerely,

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

10/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received an updated credit report where Freedom Mortgage erroneously updated my trade line with the comments of "Account in Forbearance". This information is incorrect as I have never been late on my payments or asked them for a Forbearance program. Their actions are unacceptable and not appropriate to service VA loans if credit reporting can not be done correctly.

Desired Settlement: I would like the credit report comments to be removed immediately and corrected information only be reported.

Business Response:

*** *****,

Thank you for your correspondence. Please be advised that we have been made aware by FISERV, the vendor whose servicing platform we utilize for all servicing functions, advised us yesterday that they, in error, reported a number of loans as in forbearance. we have been in contact with them multiple times each day since this notification. They have already sent an update to the credit bureaus and will be sending additional data until this has been corrected for all borrowers affected. The current ETA for completion is this Monday. They are very concerned and apologetic about the error on their part. If you need anything in writing please email me at *************************************


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

10/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Freedom Mortgage was due to pay my insurance company on the September 1st, 2015. THEY DID NOT MAKE THIS PAYMENT ON TIME. Freedom missed payment and, as a result, my insurance company took action to cancel my homeowner's policy. This additionally resulted in the removal of my multi-line discount on my car insurance. Freedom Mortgage eventually paid my homeowner's policy on the 16th. My insurance company reinstated my insurance policy and pro-rated the multi-line discount, resulting in a $20 increase in my car insurance policy. Let me restate, their mistake resulted in an increased cost for my car insurance. Since then, I have spoken with 6 associates and 2 managers, all telling me a different story. They requested proof of the price increase, which my insurance company happily provided. My insurance agent spoke with a supervisor, and we received notice that they would process a refund in 7-10 business days. Shortly after this, yet another representative called and told me that her supervisor would now need to review the case to determine whether I would qualify for reimbursement. I spoke with her supervisor, who told me he would need to defer to the original supervisor to decide. He advised me that they are not able to communicate or make notes within a system that each separate division may see, so there is nothing more he can do. So the moral of this is, I am now stuck paying more for my car insurance policy this month as a result of Freedom Mortgage's mistake. Nobody there seems to know what is going on, or wants to take responsibility and ensure I receive a refund promptly. I have had to pay my car insurance policy without guarantee of reimbursement, or any further knowledge of the situation. I have spent well over 3 hours of my time attempting to resolve this problem, to no avail.

Desired Settlement: Freedom Mortgage should be held accountable for their actions and mistakes - they need to COMPLETELY resolve the error, not just make a payment 2 weeks after it is due. Their error resulted in an increased cost to me, and they should be responsible for paying that difference. I also believe they need a complete review of the way they handle client issues as I have been the one to personally bear all burden. Not one Freedom representative was willing to see a resolution through to the end.

Business Response:



Dear *** *******,

Upon receipt of your complaint I asked our escrow department
to reach out to the vendor we use to handle the insurance policies and the
payment of the premiums. They reviewed and found the following. It seems that
their processor misread your Condo Association’s master policy and thought it
covered from the walls in. As such they removed the requirement for the H06
policy you have and as such did not have the disbursement date on the system.
Additionally since they did not show that individual coverage was needed they
also did not send out any letter regarding renewal information. Due to this
error in processing the vendor will be forwarding 20.00 to your escrow account
to reimburse you the additional cost associated with the reinstatement of the
policy. On behalf of Freedom Mortgage I do apologize for the error on the part
of our vendor and we will make a review of similar loans to be sure that this
error is not repeated.

 

Sincerely

 

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

 

10/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Mortgage Freedom (FM) holds my mortgage which was established in June of 2015. After the first payment (July 2015) I set up biweekly payments under which I made two successful payments. I received a letter in September 2015 from FM stating that the first biweekly payment for the month had been returned due to incorrect account number. I contacted FM by phone immediately and was told by a customer rep that the bank number was incorrect and it was an issue caused by my credit union. I did not think this was possible as one full payment and two biweekly had successfully cleared. I called my credit union (America First Credit Union) and they told me there was no way they could influence this change. I called FM back and the customer rep admitted that there was an issue and somehow my account number was inadvertently changed in their system. I then made arrangements to make a payment to catch my account up. I then was double charged for a payment a week later (14 Sep 2015) and then another payment on the 25th of September. I checked my account online with FM and they have no record of the double payment being made and only show the payment on the 25th of Sep.

Desired Settlement: I would like my account balance adjudicated and a formal explanation of why my account has been double charged without credit.

Business Response:

*** ***** upon receipt of your complaint I asked our cash department to review their records. They show the following:


********** ******* ****** ** ****** *** ****** ** ****** ****** ********** ******* ****** ** ****** *** ****** ** ****** ****** ********** ******* ****** ** ****** *** ****** ** **** *** ***** **** * *** ********** ******* ******** **** ******  ** * ********** **** *** ********* **** *** *********** ******* ********** ******* ****** ** ****** *** ****** ******** *****)


The payments on 9/10 was made with a representative and I believe it was to replace the one that had been returned due to the error in the account number. Do you show more payments than the above having been taken from your account ? If so can you email documentation to my email address ************************************* and I will have the cash department review. Currently there is 781.55 in suspense and the loan is due for the 10/1 payment. The next draft is scheduled for 10/9 and would complete the 10/1/15 payment.

If we are missing payments here please let me know and I will be happy to assist

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


10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a current customer of Freedom Mortgage, they hold my mortgage on my home, on or about the 1st week of June 2015 I received a call from a Freedom Asst. VP of Sales, *************, He began to explain to me a program called the customer retention program. They told me that they wanted to keep me as a customer and would refinance my current mortgage TOTALLY FREE and lower my interest rate by a 1/4 %. I kept asking totally free no fees and he kept saying over and over again everything was free and that the process would only take 30 days due to the fact I was already a customer, well the process was anything but streamlined or free of fees. It was the most frustrating application process I have ever been thru in my life, almost 3 months later I finally received a final copy of the HUD settlement agreement and was supposed to sign on the 19th of August at 4 PM, WELL 4 PM came and went nobody showed and I took time off from work. And on the HUD paper work they increased my term by 6 months and charged thousands in fees. It all was a total LIE and SCAM to grab more money from me plus get reimbursed from the governments HARP Program. Bottom line it was a total misrepresentation and deception on the part of Freedom Mortgage and they should be held accountable for there deceptive sale practices. I am also in the process of filing a complaint with the N J Attorney Generals Office and any other government agency that regulates mortgage companies and protects consumers from these types of mortgage scams.

Desired Settlement: Removal of all credit inquiries to the 3 major credit reporting agencies from Freedom Mortgage and stop the misleading and deceptive sales practices on behalf of all consumers who might have to deal with this mortgage company.

Business Response:

*** ********

We are in receipt of your complaint and have reviewed the loan application and the documents that had been sent to closing. We also pulled the calls between yourself and the loan officer. We did recognize some need for retraining of the loan officer. We are also reviewing the processing of your file to see what changes can be made. We are not in the business to aggravate and not listen to our customers so this situation will be taken seriously. We will remove the credit inquires and send you copies of the letters doing so. Please let me know if we can be of any further assistance


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

Consumer Response:
Complaint: ********

I am rejecting this response because: I accept the removal of all credit inquiries and await copies of the letters to the 3 major credit reporting companies, but there is absolutely no mention of stopping the deceptive and misleading sales practices of Freedom Mortgage soliciting current Freedom customers telling them they can refi for free, lower there rate and it will only take 30 days is an ABSOLUTE LIE. My experience the past 3 months was nothing short of torture, the repeated requests for documents, not returning phone calls. the level of incompetence on the part of Freedom Mortgage employees is unbelievable, you better do more then some retraining, if I was in charge I fire every last one of them. Let put it to you in a way you understand, I am spending over $ 3000.00 to refi with another company at 3.99% for 30 years just for the satisfaction of DUMPING Freedom Mortgage. Freedom Mortgage just lost a great customer who has faithfully been paying a mortgage for 30 years and never once was late or missed a payment. Maybe my complaint to the N J Attorney General's Office will get a truthful and honest response from Freedom and can put a stop to your deceptive and misleading sales practices.              



Regards,

****** *******

Business Response:

*** ********


You applied for a rate and term refinance of your conventional
mortgage. The loan process did take a little longer than usual and that was due
in part to the need for new deed adding your daughter to title, errors on the verification
of employment from your employer and the subsequent need to resubmit the file
to the mortgage insurance provider for approval. The loan was structured with
Freedom paying all third party costs. The GFE outlines all the costs associated
with the loan but doesn’t not have a place to indicate who would be paying
those costs. That is illustrated on the summary of transaction document, a copy
of which is attached. The loan was initially written for 346 months but this
was corrected prior to the scheduled closing to 343 months or 28.5 years. The
HUD that was drawn for closing had Freedom paying the costs. A copy of the HUD
is attached. You had a total of 3423.91 in closing costs, (all the items that
are positive numbers on page two of the HUD). You then had 3847.81 in credits.
1553.23 on line 803, 56.42 on line 901 and 826.56 on line 204 page 1 of the
HUD. Additionally we netted the escrow balance on the payoff, giving you a
credit of 1411.60 for a total credit of 3847.81. Your credits exceeded your
costs so you new loan amount was actually lower than you old loan payoff. Your
payoff (before the escrow credit) was 239,411.25 and your new loan amount was
238,959.00.  Nothing was being added to
your new loan amount and you were not bringing any cash to closing nor pay any
closing costs. I am not sure how this is deceptive or misleading. You would
also have been able to skip the September payment with your 1st
payment on the new loan October 1, 2015.

 

We sent the closing documents to the Notary for signing on
8/29/15. The notary advised that you had cancelled the closing. We did not hear
from you after that and had attempted to contact you to re-schedule closing.
The file was closed out as an approved application that was not accepted. As a
courtesy we removed the credit inquiries from the three credit bureaus and sent
you copies to the letters for your records.

 

10/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1: My personal loan representative never returned my voicemails or emails. 2: I was forced to send the same stuff over and over but wasn't kept updated on my file. 3: 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. 4: The online website to check my status doesn't work. 5: I have had nothing but problems from this company despite paying promptly.

Desired Settlement: I expect the closing to happen by Friday October 2, 2015. I expect to not have to pay my October 1, 2015 payment as was previously discussed and confirmed via email. I expect to make my first mortgage payment at my new rate on November 1, 2015. In short I want what was supposed to happen on September 30 to happen by October 2. I also expect an apology from ******** ******** and their Supervisor for not keeping me informed and causing major problems.

Business Response:


Ms. *****, 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 process
1: 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 file
3: 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 into
5: 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

******** ********

Vice President Customer Service

 

 

 

 

 

 

 

 

 

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *****

10/27/2015 Problems with Product/Service | Complaint Details Unavailable
10/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have never contacted this company for a mortgage loan. They obtained my information and have been harassing me with junk mail offers. I have asked for them to stop sending me mail and remove my address from their list. I continue to receive their mail.

Desired Settlement: I would like for them to remove my address from their list and to receive no further mail and contact from this company.

Business Response:

** *******, I am sorry that your requests to be removed from our mailing list was not complied with. I have had you removed from the list and you should not receive any further mailings.

 

Sincerely

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *******

10/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I were contacted in April and given the opportunity to refinance our home. We were told that we would not need an appraisal since our original loan was already serviced by Freedom Mortgage. We discussed and thought this would a good opportunity to refinance on our own since his parents were on the loan. We decided to go through with the refinance and submitted all of the required documentation right away. Everything seemed to be going well. I had constant communication with my loan processor ***** **** and received an email that my loan was sent to the underwriters for final approval. After that email all communication stopped and I couldn't get a hold of her. Then, I was contacted by ******** ********* stating she was handling my loan from now on and the only thing that needed to get approved was the title and according to her there was no information on my file about removing my in-laws and the loan and title only having me and my husband. She said we would fix it and again all communication stopped and again phone calls and emails weren't returned. My loan got passed on to ******** ******, then **** *******, finally **** *******. The same thing happened until I worked with ****. With ****, I got to the scheduling department which was another nightmare. Originally my out of pocket cost at closing was going to be $380 and when I was scheduling now I was suppose to pay $1400 without any explanation. All I was told is that was the amount I had to pay. Not only was the cost out of pocket significantly higher than I was quoted, I had our credit ran twice due to the company's lack of communication and follow through with my loan. I am very frustrated and disappointed that months have passed and this has not been resolved. They just pass the customer on the another under qualified employee and nothing gets resolved. It is unacceptable that I have had to submit the same documentation and my credit had to be ran twice. This company is very deceitful.

Desired Settlement: I want my loan closed and the two credit inquires removed from my credit report by the company. That is the least they can do.

Business Response:


Ms. *********,

Upon receipt of your complaint I reviewed the application history. The file was in process for more than the usual amount of time. The loan was a credit qualifying streamline as you were removing a co-borrower and adding a spouse but it should not have taken as long as it did. We will be reviewing the handling of the file in depth. I do apologize for what has been a frustrating experience. At this time the file has been final approved and is with our scheduling department. It is my understanding that you have declined to schedule a closing and want to withdraw (based on communications you had with ********. IN your complaint you ask for the loan to be closed and the credit inquiries removed. I have had letters sent to the bureaus to remove the credit inquires but am not clear by what you mean by closed. Do you mean you want the cancel and withdraw or do you want the loan to go to closing ? Please let me know, my email address is **************************************

 

Sincerely

 

******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Good Evening ********,
     Thank you for your response in regards to my unpleasant experience with our loan refinance.  I did get a phone call from the scheduling department and spoke again with ********. She clearly stated that since we have already paid our October payment, we won't have to pay any amount out of pocket at the closing. I did say that if this is true my husband and I would like to continue with the closing of our loan. Unfortunately, my husband is out of town this week and a new payoff amount will be requested. I asked her to personally call me when they have the new payoff amount in 3 to 5 days. I want to thank you for sending those letters to the bureaus and to clarify if I am reached as soon as the new payoff amount reaches the scheduling department and the out of pocket amount remains the same as I was told today which was zero, we would like to continue with the closing of the loan. I am hesitant since nothing has been consistent since April, but I am hopeful that everything will work out since it has been brought to your attention.


Regards,

******* *********

10/24/2015 Billing/Collection Issues | Complaint Details Unavailable
10/14/2015 Problems with Product/Service | Complaint Details Unavailable
10/14/2015 Problems with Product/Service
10/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been working with Freedom Mortgage for my current loan and also for the streamline refinance they offered me due to the PMI rate drop. I have had several people drop the ball in the process as it has been since Feb until date that i am still working to get this loan closed. People either left the company and my loan didn't get passed on, they stopped responding, they lost my bank statements 3 or 4 times, they refuse to return calls including the supervor ****** ******** whom i was only provided a number for and have left message with no response. I now finally worked through these terrible customer service. Also i recieved a call from the last office **** *********, who advised that he recieved an email that he was informed that I have mail at my house that makes them feel as if i am married. I am not sure why anyone would go through my mail as thats illegal but my tax documents would be enough to advise otherwise as well as my application. He stated he never heard of this before so he cant provide details. He also failed to contact me and advise of money that i needed to bring to closing and no one sent me my documents as promised. I had to track him down to verify the amount since i was told i wouldnt need anything in the beginning of the transaction. He then told me double what i was to bring and advised he was looking at someone elses account. The last thing is i was schedule for a notary this pas friday at 7;30 pm. They confirmed and then did a no call no show. I still have not heard anything to date.

Desired Settlement: They need to correct the errors and level of customer service and lack of proctection of my PHI. I expect timlines and for people to do their job. I am told one thing and then another. This is my home loan I shouldnt have to trace you down. You offered me a 3.75 and then switched to 3.875 i should be elig for the 3.75 as offered back in Feb since your employees cant get it together. I also should not have to bring money to closing as promised. Im still waiting to hear back since no one showed up to close friday. i have lost funds since i was suppoed to be working overtime but instead i was waiting for someone who doesnt treasure my time or your complanys brand!

Business Response:

*** ******, I apologize for the frustration you experienced during the processing of your refinance. All activities that took place are being reviewed at the highest level. We escalated the file and my understanding is that the loan has closed. There was an issue with the settlement statement that is in the process of being fixed and your loan is set to fund tomorrow. If you need any further assistance or would like to discuss this personally I can be reached at *************************************


******** ********
Vice President Customer Service
Freedom Mortgage Corporation
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10/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage loan rep called me and offered a refinancing of my current mortgage and I accepted. After sending all required personal information and having a home appraisal done my loan refinance was never completed and my file was closed. Was this a fraudulent offer? I feel this has made me susceptible to identity theft(sending my personal information thru the mail to persons I don't know working at Freedom Mort.). Also it has had a negative effect on my credit rating(pulling information from a credit reporting bureau).

Desired Settlement: The completion of refinance offered

Business Response:

*** ********, upon receipt of your complaint I reached out to the processing area and asked them to review the status of your application. They replied that the processor received your file on 7/13 and made our initial call on 7/28. There was a bit of a delay getting the appraisal completed but we reached out to you on 8/6 and advised what was needed in order to proceed. We mailed the documents we needed completed to you and followed up via voice mail on 8/14 and 8/21 with no response. AS a result of this complaint the loan officer reached out to you and offered to re-write the loan under the same terms and get the file moving again, and you agreed to that. If you have any further concerns please feel free to email me at *************************************


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

9/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage sold our mortgage to ***** ***** effective 9/1/2015. We were advised to begin sending payments to ***** ***** beginning with our mortgage payment on 9/1/2015. We sent our 8/1/2015 mortgage payment to Freedom Mortgage on July 27, 2015. Freedom Mortgage endorsed the check to ***** *****, which ***** ***** subsequently cashed on August 13, 2015. We received a letter dated August 17, 2015 from Freedom Mortgage stating that they had not received our payment for our 8/1/2015 mortgage payment. We have called numerous times in order to have this issue resolved. In addition, we have sent faxes and emails containing a copy of the check that Freedom Mortgage endorsed to ***** *****. A fax was sent on 8/22/2015 and an email was sent on 8/25/2015. We were advised that it takes 48 hours for their customer service to receive and respond to emails. We are now well over the 48 hour time period and just this evening spoke with the only supervisor on duty who informed us that we would not have resolution until 9/2/2015. Freedom Mortgage representative maintain that there is absolutely no record within Freedom Mortgage's system of the check that they endorsed to ***** *****. We have since received a notice stating that our mortgage payment is late and that they are assessing additional fees.

Desired Settlement: Freedom Mortgage should reexamine their business practices as they relate to handling the money of mortgagees who have their loan through Freedom Mortgage. We are seeking to have our account properly adjusted to reflect that we paid our mortgage on time and that there are no fees and/or credit bureau penalties.

Business Response:

Ms. ********, Upon receipt of your complaint I reviewed the records. It seems that we sent the 8/1 payment to ***** ***** in error. The person processing the payment saw that your loan would be going to ***** ***** but did not notice that the 8/1 payment was to be kept by Freedom. Because the payment never posted to the account the representatives you were speaking with couldn't see the fact that a check was received and forwarded in error. The entire process is being reviewed and adjustments will be made as needed. The payment was returned to us by ***** ***** and applied to your account. You were not charged and late fees nor were you reported as having to the credit bureaus. Please let me know if I can be of any further assistance.

Sincerely,
******** ********
Vice President Customer Service
Freedom Mortgage Corporation
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9/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello my name is ******* ***** and I am submitting this complaint on behalf of my husband ***** ***** at the time that this loan was with freedom mortagage and has been brought to out attention that freedom mortgage didnot complete the yearly escrow anaylis. and because they lacked to do such our escrow account is now short and now our new lender(********** ********) is stating that we are short 3,039. my husband pays the mortage on every month on time, But due to the extra fees that have been attached to the mortage payments so they can recover the shortage in the escrow account ang becuse my husband is only paying the amount that he is suppose to pay that is indicated in his FHA contract which is 1214.20, they now put is payments in a suspended account until he pays what ********** states he has to pay which is 1585 a month

Desired Settlement: I want the bbb to launch a full investagation in regards to my husband escrow shortage

Business Response:



September 10 2015

 

******* *** ***** *****

*** ***** **

******* ** *****

 

Re: Your Complaint to the BBB

 

Dear Mr. and Mrs. *****
 

We are in receipt of your complaint and are happy to respond
to your concerns.

 

Upon receipt of your complaint I asked sub-servicer,
******** ********* to review your escrow account. ******** manages the day to
day servicing activities on our loans so they are best able to review and
address the situation. They advised that they had made a disbursement for your
taxes in August of 2012 in the amount of $2400.34 for your school taxes; a copy
of the check is attached. It seems that the taxes had also been paid on the HUD
but in a different amount, $2452.33. ******** was made aware of the duplicate
payment and they opened a research request with the tax office in order to
obtain a refund of their payment. Because the refund could take a few months
and the loan was scheduled to have it’s first escrow analysis, they put a hold
on the analysis so that you would not get impacted by an escrow shortage that
was not valid. The hold remained on the loan when  the loan was transferred to ********** since  the  refund had not been received as of that date.
To see what became of the funds, I emailed the title co who advised that their
payment was reissued for the corrected amount of $2400.34 and that payment
cleared. The balance that was collected at closing was sent to us for your escrow
account. We have reached out to the tax office and over the last few weeks have
left messages requesting a return call to see what became of the duplicate
payment but they have not returned our calls. They are only open Monday,
Tuesday and Wednesday from 9AM until 12PM. We will continue to call until we
contact someone who can advise what happened to the extra payment. In the
meantime I reached out to ********** to ask if they would be open to extending
the timeframe for the repayment of the shortage. They advised that if you
submit a written request they would review to extend the timeframe for
collecting the escrow shortage.

 

If you have any further questions or concerns, please do not
hesitate to contact me.

 

Sincerely,

 

******** ********

Vice President Customer Service

Freedom Mortgage

*** ******** ****** ***

*** *******
** *****

###-###-####

9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I refinanced my VA mortgage with Freedom Mortgage (not by choice) in January 2014. Ever since that time my mortgage and escrow has been screwed up at every turn. The latest fiasco involves my Flood insurance. I was notified by Freedom Mortgage that my Flood insurance coverage was not adequate. They "claim" that my insurance agent only informed them of $19,600 in coverage, instead of the $250,000 in coverage that I have. They sent notification that they would issue a "gap" insurance policy with a premium of over $2k if I did not have adequate coverage. However, when I called in July (IT LITERALLY TAKES OVER AN HOUR ON HOLD TO SPEAK WITH ANYONE -- AFTER BEING HUNG UP ON SEVERAL TIMES) they came back and stated that it was a clerical error and they had already confirmed with my agent that we had adequate coverage. Again, they CONFIRMED with me on the phone that I had adequate coverage and that they confirmed this with my agent. Then, 2 weeks later, I received notice that they went ahead and purchased the Gap insurance policy and sent me a threatening letter stating that if I don't confirm the adequate Flood insurance they would buy the full annual policy. So, I called back YET AGAIN, and spent YET ANOTHER HOUR AND A HALF on the phone TRYING to speak with a REAL PERSON in their Insurance Department. Again, being HUNG UP ON not once but FOUR TIMES. This time they "claim" that they never said I had adequate coverage.

Desired Settlement: What I want is something IN WRITING acknowledging that I have adequate Flood Insurance Coverage, as well as a refund for the $2,074 that took from my escrow account to buy this Gap insurance that I clearly didn't need.

Business Response:

Mr. ******,

Upon receipt of your complaint I asked the insurance department to review your concerns. They have advised that the coverage is sufficient at this time and that the lender placed policy has been cancelled and the $2,074.00 was refunded back into your escrow account on 8/26/15. I do apologize for the frustration this has caused you and we are reviewing the situation to determine the root cause.

Sincerely

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

9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We began the loan process and submitted the loan docs. to Freedom Mortgage in November 2014. I am a Real Estate Broker of 30 years in CA. The reason we chose Freedom Mortgage was because Freedom Mortgage had our current mortgage & we believed the process would be easier and faster to do a simple refinance. My wife's credit and my credit scores are excellent with no blemishes whatsoever. We began the process with ******* ****** ******l (Assistant Vice Pres. of Sales). Whenever any paperwork was requested, we submitted immediately. On 11/24/14 Bill writes "We should have everything. We will be closing the loan in the beginning of December some time." Wrong! During the month of November Freedom Mortgage kept getting items confused. On 12/13/14 **** ****** "The loan was submitted and approved. Has the processor reached out to you yet to get everything finalized on the loan? I know they were a little behind because of Thanksgiving but you should have been contacted by now. Let me know and I will have the processor reach out to you." On 12/6/14 entered ******** ****** in this Freedom Mortgage's so-called loan process. Nicholas needed bank statements proving income, which we gladly emailed him. Also, they needed an updated 4506-T because they completed it improperly! Then Freedom Mortgage had to updated the loan application because they had the incorrect interest rate. On Dec. 16, I received the HUD and it was incorrect, as we agreed to a no cost loan. I notified ****. **** ********, "This is a no cost loan just as we discussed. If the HUD is not how we discussed then you simply do not sign the closing paperwork. We are not here to waste your time or ours. Looks like we are just about ready to get this wrapped up!" On 12/18 ******** ******, "The file is in Underwriting." On 1/29/15 entered **** ****** he was the best and only competent Freedom Mortgage rep. To make a long story short, Freedom Mortgage was unable to fund the loan and we had to abandon the process in 2/15.

Desired Settlement: ******, **** ******** boss agreed to refund our Appraisal Costs, which we have in writing. We lost 3 months of valuable time because of Freedom Mortgage's incompetence Believe me, this process cost me $1000's because the rate increased!!! We want a refund for the Appraisal Fee as guaranteed in writing! During this entire process of Hell, **** ****** was the only Freedom Mortgage representative who knew what he was doing! ****, ********, ****** and the rest should not be in this industry! We've since refinanced the loan through a reputable company. I should have read the thousand or more complaints on the web before attempting to work with Freedom Mortgage. Buyer Beware! I have tried to complain about this nightmare for months now and no one at Freedom Mortgage knew who to complain to. As of today, 9/2, I have learned that all complaints go directly to ******* ********. I am hoping she will contact me directly about this matter. There are some serious issues here, as the HUD and other.

Business Response:

*** *******, I do apologize that your experience was frustrating. We take our customers experiences very seriously and will review your entire file and the actions of our employees. I also apologize for the lack of follow thru in regards to the refund of the appraisal fees. The check was placed in the mail this morning so you should have it in a few days. If I can be of any additional assistance please let me know.

Sincerely

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

Consumer Response: Better Business Bureau:

I am waiting for an additional response from Freedom Mortgage.

I have numerous emails from Freedom Mortgage backing my claims of their non-performance.

I would like Freedom Mortgage to further research my claims and respond.

Because Freedom Mortgage delayed the loan process and ultimately did not assist with our loan, it cost us thousands of dollars.

I would like to know why they mishandled our loan process.

Thank you,

****** *******


9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Numerous harassing phone calls even after Inhave requested to be removed from there call list. Caller is generall very rude and tries to state that they have no record of the request to be removed.

Desired Settlement: NO MORE PHONE CALLS. Having the company go out of business would be a great secondary resolution.

Business Response:

*** **********,

I have had your information removed from all solicitation lists. You should not receive any more calls. I apologize that you were not accommodated sooner.

Sincerely

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

9/25/2015 Billing/Collection Issues | Complaint Details Unavailable
9/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

I originally spoke with **** *****, during this conversation he explained how the process worked for refinancing my house under the cash out finance and said that his company would cover all costs involved with the process except the pest inspection and appraisal. I paid $400 for the appraisal with a check through MIC and $85 for the inspection directly to the inspector. I was told any further costs would be covered by MIC at the end of the transaction. The process began and my home was inspected and needed to be treated to ensure no future issues at a cost of $525 and I provided all paperwork asked for by MIC and was told I would be reimbursed over the phone. I was told over the phone that I needed to select a Closing company for the final closing on my home. I picked ****** title out of Tampa FL ************ to do my closing and was told I could not chose that company because they were not on the approved list, which I believe is a violation of anti coercion law but having no choice being locked in financially to this process I chose **** ***** in Cushing, Ok ************. After dragging this out for several months I was told the paperwork had gone to the under writer about 2 weeks after that I was sent a letter stating the company was not going to do the refinance. I have not been able to contact ANYONE at that company from that point on, no one will return phone calls or emails. I was contacted by the **** ***** company saying that MIC refuses to pay the costs associated with the closing and after having received all documentation from the Inspection, Appraisal, house history and closing data MIC refuses to pay any of the charges they stated they would pay. I am a disabled veteran having served in both Iraq and Afghanistan, I live on a fixed income and this process has literally broken me financially. I may lose my home over this.

 

In the posted complaint I made an oversight which may cause confusion

In my complaint I typed MIC a few times, that is an oversight on my part not to explain my acronym for ******** ********* ******** which should be listed as   "Freedom Mortgage" for the sake of clarity.

I noticed my mistake after the posting and could not find where to edit the text after it was submitted.  If that could be fixed I would appreciate it.

Desired Settlement: I only want the costs that were promised (verbally over the phone by **** *****) to be taken care of, pay for the treatment $525 and the $835 costs for the closing company.

Business Response:

*** ********, I am sorry that you experienced some frustration while trying to refinance. The property significantly under appraised and you would have had to bring in excess of 5,000.00 to closing, which clearly didn't make sense. I have refunded the appraisal fee, those funds are being wired back to your bank account. I am not able to effect any other refunds without the invoices showing what you paid and to whom. If you can send them to me I can have the reviewed for possible reimbursement. You can send them to *************************************. I look forward to seeing if I can assist you further.

Sincerely,

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

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9/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The property I purchased Sept 2014 was assessed with a property tax that the prior owner and title company did not disclose . Freedom mortgage paid the tax and adjusted my escrow payments accordingly. After receiving the 2015 escrow disclosure I contacted the title company and sent a payment to freedom mortgage preventing an escrow shortage. The problem I'm having is that after repeated calls starting in Janary the escrow payment has not been adjusted properly. I am still being billed as if the $9845.13 Pro-rata tax 2014 on my 2015 tax bill will also appear on the 2016 tax bill raising my yearly taxes to double what they should be. I have called numerous times and each time I explain the situation the supervisor agrees with me and occasionally has asked for additional information faxed over which I have done but the outcome is the same, a four to six week wait for a new escrow analysis that comes back unchanged and then when I inquire why the whole process begins again. At one point my mortgage payment doubled to more than $4000 a month I am now trying to make a payment of $3732. This is a huge payment and $950 dollars over my original payment . My family and I have been struggling for months and we can't do it any more it is as if they want me to lose my home.

Desired Settlement: I would like the my escrow payments to be adjusted back to the correct amount by estimating that my 2016 tax bill will be the same as the 2015 tax year after the pro-rata 2014 amount is subtracted.The original 2015 tax bill of $19,968.26 minus the pro-rata 2014 assessment of $9,845.13 equals a yearly property tax of $10,123.13. The $10,123.13 is the amount that should be used for the next escrow analysis not $19,968.26. Thank you for the help.

Business Response:



Mr. ********,


Upon receipt of your complaint I asked the escrow and tax
department to review your account. On 8/27/15 the adjusted the tax amount from
$9984.13 to $5061.57. The account was then analyzed a few days later and the
payment was decreased from $3732.12 to $2827.67 effective with the 7/1/15
payment. I have asked that the late fees and credit reporting be removed. If
you have any questions please contact me at *************************************



******** ********

Vice President Customer Service

Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ********

9/9/2015 Problems with Product/Service | Complaint Details Unavailable
9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were offered a refinance opportunity with freedom mortgage through our current mortgage lender ***** loan servicing. our refinance initially started the end of May 2015 we had a closing process at our home June 9, 2015 documentations were lost which caused the refinance to be delayed one month and instead of closing in July. it is now the beginning of August and we have yet to close. Since I was told multiple times not to make a July mortgage payment with the delay of the refinance we were now charged a late fee through our current mortgage lender that no one is willing to take off. Our current mortgage payment is due and I have left multiple messages tried contacting different departments with Freedom mortgage and have gotten nowhere as to when we will close or the process in general. I am now in danger of being late one more month for the mortgage. I feel that we should not be responsible for that late fee seeing that it was not our error but freedom mortgage's error in losing personal and confidential information. Our processor has not contacted us after messages and complaint and emails have been sent via her own company ***** loan servicing is refusing to take the late fee off and I feel that it is unfair since we have never been late on the mortgage payment and it was not us not wanting to pay them but us being told not to pay by both companies so we would not delete the refinance any further.

Desired Settlement: I want to have the late fee of $65.98 taken off our mortgage payment. I feel that it is unfair to penalize us for a payment delay when freedom mortgage's error caused the late payment.

Business Response:

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 up. I am being told that that issue was resolved today. I submitted a request for a refund check in the amount of 65.98 be sent to you for the late fee. ***** charges the fee and Freedom can not waive their fee but we can refund you for it. The request was submitted on the 24th and it usually take about 2 weeks for the check to be mailed. If you have any questions or would like to discuss this situation further please feel free to reach out to me at *************************************

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Also I realized that the amount I had requested to be refunded was documented incorrectly on my part with the actual amount of the late fee being $41.37. My monthly payment is $1649.62 and I was charged $1690.99. I just want to make sure that is corrected and I am not being refunded more money than I had actually paid. Thank you>
 
Regards,

******* ******

9/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a post card with personal loan information on it visible for anyone to see. I called the company to tell them not to do this type of advertising and remove my name from there mailing list. The person on the other end hung up. It is hard enough in this age of instant information to keep private information private, but having it flying around the postal system on post cards is going a bit too far.

Desired Settlement: I want to be removed from the business' mailing list.

Business Response:

Mr. *****,


Please be advised that you have been removed from all marketing and mailing lists. You will not receive any future solicitations.


Sincerely

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****

8/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account is currently not working correctly. I have brought this to the companys attention various times and have had to pay my bill by phone manually since creation of this account. This requires me to find time during their business hours that I also work and stay on the phone for extended wait times. I can no longer go through this process when there is no attempt to fix my account for online bill pay. No other payment is being processed correctly. I have even sent a personal check this month and I have yet to see it cashed. Is this a ploy to charge me with late fees?

Desired Settlement: I need to be contacted and this matter must be resolved. I can not have this an ongoing problem for a 30 year mortgage. My mortgage was so simple in the past and easy to manage by other banks before it was refinanced and sold to Freedom Mortgage. This is an extremely unprofessional company that makes it very hard to to something as simple as pay a bill.

Business Response:

*** ******, I am sorry you were having difficulty setting up the account online. When 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 account. He did so and they reset the security questions and password and you now have access to the account online. Please let me know if I can assist you in any other way


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

8/26/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was solicited in mid-June for a ** mortgage refinance. After a couple of phone calls, I agreed to proceed with the refinance of the mortgage on my home and an application was started on June 18, 2015 and was told I should be able to close by July 31st or first week of August at the latest. I had to put out money for an appraisal, termite inspection and water test. I provided the processor with everything requested within a few days and it seemed to take forever for them to get back to me. Every corner now, the underwriters are requiring something else (some things that I've already sent) and when I get the processer what is needed, who then sends to the underwriter, it's not correct. It is now August 12th, and I still have no idea when I am closing. I was provided with a list of requirements and provided that, but they keep requesting more and more. I understand that after reviewing some documents, other documents may be required, but this is getting ridiculous and it's taking entirely too long!

Desired Settlement: I want to close on this mortgage immediately (no later than Monday, August 17, 2015!

Business Response:

Ms. *******,

Upon receipt of your complaint I asked the processor to address your concerns. It seems that there some issues documenting income and a higher than acceptable debt to income ratio. This required additional documentation and a longer processing time. Your file went into final underwriting and was approved on 8/12/15. The loan has since closed and funded. Please let me know if I can be of any further assistance

Sincerely

******** ********
Vice President
Customer Service



Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *******

8/23/2015 Billing/Collection Issues
8/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We continue to have issues with our payments being posted to our account. This company is not set up to do electronic bill pay from banks. Because of this, banks send checks out of bill pay. Our check this month was sent on 7/2 and still has not posted 7/17. When we called them they have charged us a late fee and the CS rep said it is possible they have the check but have not posted it. How can you say you might have the check, they do have it since it was sent 15 days ago, but still charge us a late fee?

Desired Settlement: I want the late fee removed and for Freedom Mortgage to tell their customers that they can't use bill pay.

Business Response:

Mr. *******,


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


******** ********
Vice President of Customer Service
Freedom Mortgage Corporation

8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have written several times requesting they stop sending us the offers to refinance and requests for military orders as part of the Service Members' Civil Relief Act as we do not qualify. They repeatedly refuse and then tell us they have to send the information to those who are behind on their payments. Which we are not. They completely disregard the wishes of their customers. They cannot get our statements correct when we make an extra payment. We are allowed to opt out of offers and other correspondence with other companies but not this one.

Desired Settlement: We would like all correspondence other than our monthly mortgage statement, tax, and escrow information to cease. We are not interested and since we have contacted them so many times we find it harassing. We are hoping that you can get the situation resolved. According to their website they are an A+ with the BBB. Frankly, this is the worst company we have ever dealt with on a mortgage. We want to save others the heartache of dealing with this company. Thank you in advance. ******* *** ****** *********

Business Response:

Mr. *********,

I apologize if you wish to be removed from marketing calls/mailings and other unrequested contacts was not handled more quickly. I have confirmed that you will only be sent your monthly statements and no other marketing correspondence.

Sincerely,

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As long as we do not receive further unwanted offers.

Regards,

******* *********

7/28/2015 Problems with Product/Service
7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently refinanced our home through Freedom Mortgage. The previous mortgage company was ***** . I was told by Freedom that ***** would remain as our mortgage holder and we were to send payments to *****, which we did. The payment was returned to us with no explanation. Called *****, they had no information about this other than telling me that my mortgage had been paid off and there is no new mortgage with them. We contacted Freedom and they had absolutely no idea as to what was going on. Eventually we were put in touch with a person who explained that a mistake was made and that we were actually to make payments to Freedom, which we have done since then. about a month ago I received a letter from the town tax collector that my 2014 property taxes were not paid. I have called and emailed Freedom many many times without ever getting a response. they totally ignore my calls and emails. I have contacted ***** and they told me that after checking into my problem they found that they had sent me a check for $1,200 and something dollars. I explained to them that that was the amount of overpayment we had sent in thinking ***** still was the mortgage holder and it was just returned to me. Had nothing to do with refunding my escrow. I am also filing a complaint against ***** because when I spoke to a representative he told me that he did see a hold on a check from escrow in the exact amount of taxes that were not paid. he said he would get back to me in a week. He eventually called and left a message saying that they did not owe me any money with no other explanation. Previously i said where did my escrow money go? This refinance was taking place in December of 2014 so the full year of escrow was paid in and taxes should have been paid. Freedom totally ignores me and ***** just says they are not responsible. We have paid the taxes but want someone to reimburse us because someone, either ***** or Freedom should have paid the taxes.

Desired Settlement: Either ***** or Freedom to reimburse us for payment of real estate tax or at least a valid eplanation as to where my escrow went and a reasonable answer as to why taxes were not paid

Business Response:

Mr. ******,

Thank you for bringing your concerns to our attention. I apologize for the confusion regarding who was going to be servicing your loan. Initally it was to be ***** but that changed at the last minute to be a loan we would service. That also caused an issue with the escrow funds. We have located 1631.28 that will be applied to your escrow account. Once that posts to the loan we will analyze the account and refund any overage. Since you paid the taxes the funds we have should be able to be refunded to you. Below is my email, please contact me if you have not gotten the refund in the next two weeks.

*************************************


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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

7/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The property purchased was previously a rental property and taxed at a higher rate. We were told by Freedom Mortgage all that necessary was to go to the county tax office to receive a letter stating the new tax rate. The letter states a $3400 difference between the tax years. The office received our letter and will not accept it. We have spoken with them on numerous occasions in regards to this issue and they will not lower the escrow amount until the anniversary of our contract. We have been told by the county this is the only mortgage company unwilling to take their letter of notice.

Desired Settlement: I believe the business has a responsibility to its customers to correct this issue. It needs to be willing to accept the letter from the county with the new tax rate and immediately adjust the escrow.

Business Response:

Ms. *******,

Upon receipt of your complaint I reached out to our tax department. They advised that they could not use an estimated amount for the taxes as it could be inaccurate and therefore create a shortage in your escrow account in the future. I asked if they would be able to use the estimate if I had a email from you stating you were aware that the tax amounts were estimates and had the potential to be higher and if that was the case you understood that you might have an escrow shortage in the future but that you authorize us to use the estimate. They agreed that they would use the estimate under those conditions. So if you would email me as discribed above to r************************************ I will have them make the adjustment.

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although we are deeply disappointed that it took us filing a complaint to the Better Business Bureau for action to be taken (after several months of trying to work this out with Freedom Mortgage). 

Regards,

***** *******

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've spent several months trying to refinance my home mortgage with FM and have provided everything needed at lightning speed. I haIve expressed my hesitation to refinance due to problems with a previous mortgage company but was assured there would be no issue. After working with several people, it was clear that the different departments did not speak with each other. I was told I would pay no fees nor bring any money to closing. As I inched close to closing, I kept being given different closing amounts ranging from $1,900 to $300 to $0. It is now July 1 and I had budgeted to not make a mortgage payment this month as I was told. I am now being told per FHA rules I have to bring a mortgage payment to closing (which I am sure is the case) but due to misinformation the entire way through this process, lack of return email and phone calls, and just extremely poor training on this company's part, I am unprepared to make this payment. I have emails strings (and the calls that they remind you are recorded every time a call is made) as proof of this. I am really disappointed in this, as I have spent the past two months on gearing up for a refinance. Shame on me for thinking this would go smoothly and for not planning better.

Desired Settlement: I'd like Freedom to cover the cost of the closing since they have so gravely done wrong in this case.

Business Response:

Ms. *****, I am sorry that you have had a frustrating experience trying to close on your refinance. The closing figures you were given had been estimates. Typically when we are paying the costs the borrower would bring approx. a payment to closing. We have since re-worked the figures and it shows that you were able to close with no cash out of your pocket. I see that the loan has since closed and I am glad that we were able to work this out for you.


******** ********
Vice President Customer Service
Freedom Mortgage Corporation
?

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *****

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: initiated refi on home through ******* ****** (4/1/15) - several times he failed to return my calls, emails and due to his failure I attempted to contact his supervisor (***** ******) to resolve issue, with no reply. Then contacted his Boss (J** ******) to resolve issue and still no answer. Through his (*******) failure, I spent $425 on a VA appraiser and lost our locked APR rate, even after he and I discussed -re-structuring the loan.

Desired Settlement: Since ******* (Freedom Mortgage) failed to follow-through on my refi (with no explanation) I am requesting a refund of $425.00, that was spent on the appraiser (which would have been refunded anyway as part of the loan.

Business Response:

Mr. ****** I am sorry that you did not have a good experience with you refinance application. We will review the actions of those involved with your file and take action as needed. You appraisal fee was refunded to your credit card on 6/25/15. You should be able to see that credit at this time. If not please contact your credit card company to confirm a pending credit.


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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ******

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was contacted on March 14th 2015 by Mojuba A asking me if I wanted to refinance my home (which I just bought in April 2014). He said he could lower my PMI and get me a lower interest rate. We started the process and I asked him multiple times if I had to bring cash to close. He told me NO every time. He also said that closing would be in the beginning of May and that I would skip May's payment and only pay into Escrow. My signed paperwork also states that there would be no cash to close. My application was then transferred to Jarvas H. I also asked Jarvas about the closing and cash to close. He said no payment in May as we would be closing by the second week, and there was NO cash to close. After two months of waiting around for your people to get this completed, I am STILL waiting and now being told that I have to come up with $1300 to close! I am also now being told that I was supposed to make my May's payment. This is NOT what has been told to me multiple times over the past 2 months. I just received an email from Jarvas asking for statements. I sent bank statements 2 weeks ago! I am furious and am looking to refinance my mortgage with another company. I am done dealing with this. I just had to fight your company for 3 months to get my taxes and escrow correct. Someone somewhere put my taxes at $4,000 a year instead of $2,700! I talked to several people and no one helped me. Daniella in Customer Service said she'd look into it and I never heard back from her. My original mortgage broker from ****** Mortgage helped me take care of it since no one from Freedom would.

Desired Settlement: I would like you to stop lying to your customers and start treating them with respect. I do not appreciate being told one thing then finding out something different. I actually believed your people about the no payment and I used that money to pay MEDICAL BILLS so now thanks to their lies, I have to come up with $900 from nowhere. I have talked to 3 other mortgage brokers and ALL have said that they have NEVER refinanced a loan where the buyer had to bring money to closing. This company is a scam and I am moving my mortgage ASAP.

Business Response:

Ms. *******,

I reviewed the application that you had in process with the departmetn handling the file. It seems that taxes were coming due at the time of closing and the funds in escrow were short the amount of funds needed to pay the taxes. Rather than rolling that cost into the new loan balance it was showing as the amount of cash needed at the time of closing.l It is not uncommon for borrower's to have to bring funds to closing when they refinance. Only certain items can be rolled into the loan amount on a streamline refi  and if it can not be included or if the borrower does not wish for the balance to increase then cash will be required at the time of closing. At this time you have withdrawn the application but should you wish to proceed please contact me directly at *************************************

 Sincerely,

Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Consumer Response: Complaint: ********

I am rejecting this response because: none of this was explained to me during the application process. I was contacted by loan officers stating that they needed info, but never explained why. When I was informed about the amount to close, I was never given any documentation or explanation as to why and what this money was going to. I am positive that I am not the first customer to have a poor experience with this company. Good business practice is to ensure that your employees are treating their customers with respect and disclosing all information to them. I refuse to accept someone telling me that I owe $1600 without an explanation.


Regards,

******* *******

7/11/2015 Billing/Collection Issues
7/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since purchasing my home in 2008 and making mortgage payments, I've never been late and had to pay a late payment fee. However upon my mortgage being transferred to Freedom Mortgage, I've continued to experience problems with my payment. I make my payments via mail, the method that's best for me. I reside in Newark, Delaware and make payments to Freedom Mortgage's ************* **** **** **** It doesn't take over 3 days for mail from Delaware to be reached in Philadelphia, PA. However I continue to experience an issue with my payment being received. With June's payment, the payment was mailed out on 6/9/15 at 5:13PM. It's now 6/16/15 and according to Freedom Mortgage my payment still has not be received. When I contacted Freedom Mortgage's customer service to inquire about the payment received process for the Philadelphia **** ***, I was advised that the payment may have been received. But until someone goes and obtains these payments than the payments aren't considered "processed". Then I was advised to make my payments via paying a fee via their on-line payment option. I discussed with the customer service representative my concern with needing to pay extra to make an on-line payment, rather then the Philadelphia **** *** needing to be checked on a more frequent, consistent basis. I'm writing this complaint as a way to express to the head of the company the concern regarding mailing payments in a timely manner and the payments being considered late, when they aren't actually late, as a way to get their customers to pay either additional fees for making payments on-line or customers to pay a late fee, when they weren't actually late on their payments.

Desired Settlement: I would like the **** *** payment process to be investigated and corrected, so that this does not continue to be an issue for myself or any other customers of Freedom Mortgage.

Business Response:

Ms. *********,

I am sorry that you feel that there is an issue with the posting of your payments. The payment that you mail to our lockbox arrives at the **** ******. The **** ****** then delivers it to our payment processing center, we process the payments at the center the same day they are delivered. We can not control the time it takes the ****** ******* to bring the mail to the payment processing center. We have heard that it can take them three days to deleiver it to our center. We are not trying to collect fees, we want the payments to post as soon as possible just like you do. You can make your payments a variety of ways but to avoid any fees you can use your bank's bill payment service, providing you have a deliver by date of prior to the 15th of the month and there would be no fees if you used that service. You can also pay online before the 6th with no service fees. Because the delivery of the payment is dependent upon the postal service it is always advisable to allow extra mailing time

Please let me know if I can be of any further assistance

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will once again try another option to making my payments, and see if the same issue continues. If it does, I will be contacting the BBB yet again regarding the payment processing issue that continues to happen with Freedom Mortgage that has never happened with any other banking institution that I've used for my mortgage needs.

Regards,

****** *********

7/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Began the process to refinance mortgage company almost 1 year ago.i submitted all the items and paperwork they requested. At one point the refinance was about to be complete- the notary at my house, me with the cashiers check required, when the notary discovered that my ID and the name on current mortgage weren't the same ( maiden name still on house)- which they sould have caught Pryor to closing as they had my ID faxed to them.they tell me no problem for next time- they just need to put aka on the next paperwork. The deal was on the month of closing I will be using the money I use for my house payment for closing costs- so every month I wait to here from them to see whether we are going to close or do I need to make the payment.so every month I have paid the payment lat e- accruing late fees.six months in- I get an email saying the process has taken to long , we need to start all over- so again I submit the requested paperwork .no fault of theirs- they would ask for a bank statement- the statements only come out once a month and would not reflect what was actually in the bank- but then I went to the bank and got a recent history of transactions which did show the money they needed to see. However when faxing the items from a ups store- it showed their fax wouldn't accept all the papers- only 4 of 13 were sent- which I communicated.so we had to try again the following month- sent a transaction history showing enough money- confirmed that they did receive it! Then I don't hear anything ,contact them- then they say I did not give my financial info after 90 days of trying and they will not open request again. Over and over again I tried to do what they asked-as I did not want to start over with a new company- but the ball was dropped too many times and I'm left with accumulated late fees and high interest rate.

Desired Settlement: I would like them to reopen my refinance and complete it in a timely matter- I would like them to receive my info I send to them -if fax isn't complete then let me know in a timely manner so I can resend it.

Business Response:

Ms. *********, I do apologize for the difficulty you were having with the refinance. You application did take a long time to process and there were some issues with your name and the subordination agreement but it still should not have taken as long as it did. We have since approved and closed the loan, we as the lender applied additional credits to keep the interest rate and closing costs as initally promised. Please let me know if I can be of any further assistance


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

6/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I refinanced my Mortgage with Freedom Mortgage in April 2015 under the IRRL veterans program. My first payment had the old account number on it by mistake but the check was cashed and not credited to the old account or the new account. I only found out when I was contacted a few days later saying my payment would have to be made or I would get a late charge. I explained the situation and was assured the late charge would be waived and my funds returned. I was contacted again about paying the late fee as if the first phone call never happened. My bank held a conference call and faxed a copy of the cashed check ($2170). Once again assured that the problem would be addressed. Another conference call a few days later and once again it was as if neither of the first 2 calls had happened. Again BECU faxed the cashed check copy. Instead of fixing the situation Freedom Mortgage applied the "waived" late fee to my next payment which I HAD to pay to protect my credit rating. It is now 59 days since Freedom Mortgage said they would address the matter.

Desired Settlement: Return of funds cashed but not credited to my account $2170.00 Return of late fee of $86.01

Business Response:

Mr. *******,

I am very sorry for the issues you have had with the payment that was drafted and applied to your old loan. I had been previously advised that the payment was reversed and sent back to you but today, after seeing the new complaints you had posted, I asked the cash department to track the refund check. They advised that it had been applied as a payment on the new loan in error. The payment has since been reversed and will be sent to you via overnight mail. One of our associates contacted you today and advised you of this. Again I am sorry for the confusion, the late charge was waived as well. Please let me know if there is anything further I can do.


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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *******

6/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In February of this year I re-financed my mortgage with Freedom Mortgage. My previous loan was also with Freedom Mortgage through Loancare (same mailing address as Freedom Mortgage). I had put the old account no on the check by mistake but didn't find our until they called warning me my payment was late. After explaining what happened they agreed to waive the late fee. I sent a new payment to the same address. Both checks were cashed. I had 2 conference calls with Freedom Mortgage and my bank BECU where the bank faxed them a copy of the cashed check with the wrong account no. In each call I was assured my file had been updated to show the late fee had been waived and I was sent a letter stating the matter of the $2150.25 payed to the wrong account would be investigated within 28 days (April 28, 2015). On June 6th I emailed Freedom Mortgage requesting an update on the status of my inquiry. I got no response. I emailed again on the 8th and got no response. I checked my online account to see if the money had been credited to my old account and it had not.

Desired Settlement: Refund of my $2150.25 payment that was cashed despite the loan being closed. Refund of the $86.01 that I was assured 3 times would be waived. Proof that my perfect credit has not been affected.

Business Response:

*** *******,

I am very sorry for the issues you have had with the payment that was drafted and applied to your old loan. I had been previously advised that the payment was reversed and sent back to you but today, after seeing the new complaints you had posted, I asked the cash department to track the refund check. They advised that it had been applied as a payment on the new loan in error. The payment has since been reversed and will be sent to you via overnight mail. One of our associates contacted you today and advised you of this. Again I am sorry for the confusion, the late charge was waived as well. Please let me know if there is anything further I can do.


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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *******

6/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I began the process back in December of doing a streamline refinance on our house. This process was going to take 6 weeks at the max. Well as of today, we still have not closed on our loan. I have talked to about 10 individuals and all of them lie and tell me something different. Our loan was approved, but the final dollar amount due at closing was 7 times what it was supposed to be. The people do not return emails, phone call, etc. The customer service is pathetic!!! The overall company is a complete joke.

Desired Settlement: I want to close on our loan because Freedom Mortgage has all our information. I think Freedom Mortgage should have to pay all the closing cost because of how terrible we have been treated. I have documentation and emails of exactly who all I have spoken to.

Business Response:

Dear Ms. *****,
I do apologize for the frustration you have experienced with your refinance. It should not have taken as long as it did and we are reviewing why this issue occurred and making changes with the vendor that handled your file on our behalf. I understand that the loan has since been final approved and is closing on Monday the 18th. If you have any further issues please feel free to contact me at *************************************

Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Consumer Response: Complaint: ********

I am rejecting this response because:
The amount required at closing is now 2,000 when it was originally $800. I have spoken to Wayne E and refuse to speak with him again because he does not speak to me in a professional way.also, I tried to get a hold of Arvind and William since last Thursday and neither one would respond to an email or phone call. Get it to $1000 and I will close. 


Regards,

***** *****

Business Response:

Ms. *****, I assume that since you and I corresponded and your refinance has since closed that this issue has been resolved.


Roseanne G
Vice President Customer Service
Freedom Mortgage Corporation

Consumer Response: Complaint: ********

I am rejecting this response because: We did close on our loan, but I still had to pay $2,000 because the company wouldn't lower it to the original $800 I was told. ***** ***** is sending us a check for $2300 but Freedom Mortgage is going to withdraw that money out of our account because of our escrow account. This whole situation doesn't make much sense to me since we pay our escrow fees monthly. What can you do about this? I prefer Freedom not to draft this money.



Regards,

***** *****

Business Response:

Ms. ***** I am not sure what else I can do to asssit you. We have communicated directly and you agreed to the terms of the refinance. You were aware of the costs and the terms prior to signing the documents and were under no obiligation to continue and had every right to rescind.

Roseanne G
Freedom Mortgage Corporation

Consumer Response: Complaint: ********

I am rejecting this response because: yes I did agree to pay $2000 closing cost in which I did when the original amount was suppose to be $800 and something dollars. You need to listen to the recorded phone calls between Mike M and I when we first began the loan process in December 2014. Originally the time frame was 6 weeks too. We closed 6 months later. Why don't you go through our entire file and see how many errors your company made? The closing cost is for the escrow account and that is why I paid $2,000. I don't have $2300 for what you all are going to draft my account for the escrow account. What can you do about this?



Regards,

***** *****

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Several issues with trying to make contact with the company. Negative response from any email inquiries over the course of 3 years. They failed to pay the homeowners insurance bill - I have since corrected and don't rely on them. I try to correspond to verify that they are paying my taxes and insurance. They pay a utility bill that should not be paid. 8/2014, 10/2014, 2/2015, 4/2015 - all emails that I have since I started saving the inquiries I send in. Because the escrow amount they are holding is incorrect, I've attempted to contact them to make it correct. negative response. I set aside a day to wait on the phone. after a 65 minute wait, I got through and relayed the concerns. Because I had adjusted my automatic withdrawl amount to compensate for their incorrect withholding, it resulted in missing a months payment. when I found out, I immediately paid them. I spoke to ****** (employee #****) who was unable to resolve the issue with escrow and stated that the late charge for the missed monthly payment would be resolved (two weeks). two months have passed, 3 more email inquiries and no responses and the late fee still exists. As soon as it does not cost me money to get away from this company, i'll be moving on.

Desired Settlement: I want the agreed late fee removed. I want the escrow to be adjusted (requires them to communicate with me). I want a response to every email inquiry I make. I'm not willing to wait on the phone and go through their phone tree process to talk to someone who's not able to resolve anything. I don't expect instant gratification, but before more money is collected (monthly), I expect correspondence.

Business Response:

Mr. *****,

Upon receipt of your complaint I reviewed the loan closing documents and it appears that the title company included the ***** ****/** tax as part of the real estate tax.Hence it ws included in your escrow payment. Since this is a utility bill it should not have been included in the first place by title. We have removed it from escrow, the new payment Effective 6/1 will be 2007.78 and you will be getting a check for the overage in the amount of 200.80. We have also waived the late charge that was assessed on your account. Please let me know if I can be of any further assistance


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

Consumer Response: Complaint: ********

I am rejecting this response because:
it only covers a portion of the issues raised.  I'm satisfied with this portion, but the issue is not closed so I've responded with a "rejection" so there's no confusion.  Thank you for removing the late fee as agreed to.  Thank you for adjusting escrow for the utility bill/***** **** assessment.  The issues that are still open are:  adjusting escrow to reflect the tax amount (we got a one time grant last year).  the amount held for escrow this year will be short due to this incorrect adjustment.  made worse by the ***** **** amount just paid out to me, the escrow will be even shorter.  Also, I had requested to be communicated with so we could develop the best way forward on the escrow amount.  I've received no messages, call backs, or emails.  The company has responded to BBB by taking action - albeit the wrong action - but still appears unable to communicate with me.  I appreciate the movement made and thank the BBB for making contact.
I'm standing by to communicate with my mortgage company directly, but I'm done wasting time on hold to deal with someone that won't follow through.  Thanks


Regards,

***** *****

Business Response:

Mr. *****, I address the **** bill as I was only aware of that issue based on the complaint. PLease email me and provide me with information in regards to the issue with the real estate tax. I am in Freedom Mortgage's corporate offices and not at ******** servicing so I can only address what your provided in your complaint but will be happy to assist with the other issue once I understand what it is. *************************************

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

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the company regards issues with their payment processing and lateness. I refinanced 4 months ago, and ever since I have had problems with the company processing my payments late. They are sent in with plenty of time to be 'on-time', but seem to disappear in route. I have had to make 2 over-the-phone payments, and have had to pay banking fees twice to stop-payments on checks I have sent in that were lost or misplaced. Now, I contacted the company on 05/18/15 to discuss this problem, and converted my account to a direct debit each month. I was told then that the $85.58 late fee would be removed; it was not. I received a bill for the fee this month around 05/25/15, and contacted customer service at ###-###-####. They told me there was nothing they could do about the fee, and I should email ********************************* so I did. After 3 emails and no response, I call the customer service number again. I was told AGAIN that there is nothing they could do about it, and to email customercare again, but they would 'probably not do anything about it since your payment was late'. I believe I am being fleeced for business practices that are not my problem. Further, the rude and blase customer service department is inept, does not care and is unhelpful!

Desired Settlement: I want the fee removed, and my account brought up to date. I have never had this problem before in 2 years until I refinanced and my loan began being serviced by ******** via Freedom Mortgage.

Business Response:

Mr. *********, I do apologize for the issue you had with the payment posting. We have waived the late charge and will review why your requests for this went unanswered.


Sincerely,

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *********

6/8/2015 Problems with Product/Service | Complaint Details Unavailable
5/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received a call to refinance with company in February. After signing documents agent said the closing would be in 30 days. It is now April 30 and still no word from the agent. Everytime I call them it goes to voicemail and when I finally talk to someone they transfer me or give me the run around.

Desired Settlement: I would like for the refinance process to be completed. I also would like if my closing cost of $0.00 remain as stated on the papers I signed. I dont think I should have to pay a closing cost if I was told I didnt need to and that was the only reason we signed to go along with the refinance contract.

Business Response:

Dear Ms. *****
I do apologize for the frustration you have experienced with your refinance. It should not have taken as long as it did and we are reviewing why this issue occurred and making changes with the vendor that handled your file on our behalf. I understand that the loan has since been final approved and closed on 5/12/15 with no funds being paid at closing by you. If you have any further issues please feel free to contact me at *************************************

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

5/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Freedom Mortgage, due to very inaccurate and flawed accounting practices, reported me as 30-59 days late to the credit bureau (*******). While I acknowledge I made two errors with my account, I made several attempts to rectify the situation and make sure Freedom Mortgage was paid. They refused to listen to me until 30 days later when they discovered I was indeed correct in their accounting error and at that point, with no further conversation with me, they credit reported me.

Desired Settlement: I respectfully request a full investigation on the part of Freedom Mortgage into the errors made in their accounting system that led to my late payment reporting and that they retract this from my credit report immediately.I further request that any late fees or processing fees be refunded or stricken from my account.

Business Response:

Ms. ******, I apologize that you had this issue. I reviewed the loan and a representitve should have followed up with you but did not. We have waived the last charges and have sent a correction request to the credit bureaus to reflect the account as paid as agreed. Please let me know if I an be of any further assistance


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

?

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

5/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am in the process of getting approved for a conventional 30 year mortgage with Freedom Mortgage. It has been 2.5 months and they still have not approved the mortgage, despite my excellent credit and adequate income. They spent three weeks in the initial underwriting and did not ever contact me until I contacted them. I can't ever get a hold of anyone and they do not return phone calls or emails. They waited two weeks to order the tax transcripts. If they knew that they needed them, they should have ordered them earlier, especially since the contract on the property and the interest rate lock-in was expiring. In the mean time, they said if I can get my tax return stamped by the local IRS office, then they would except that instead. After spending 2 hours at the local IRS office, the IRS agent said that they could not approve/stamp the returns that were filed online. Next Freedom Mortgage said if I submit the hundreds of receipts for my rental property for 2013, they would not have to wait for those transcripts. I did so within one business day. Four days later, they said that they have to wait for the transcripts after all. Next, they filled out the transcript request form incorrectly to order the transcripts and the IRS rejected the request. We have had to extend the contract two times now and are waiting on the transcripts. The appraisal was submitted, but Freedom lost it for 7days. Additionally, Freedom Mortgage originally said that they would give a $2,905 credit to lure me in. On April 22nd, they then gave me a good faith estimate (GFE) for $1,700 in credits with no origination fees and then another worksheet that said I would be getting an additional $1,205. They said that they could not put the total credits on the GFE, but would give me the $2,905 credit. I did sign this GFE. Then, on April 7th, they gave me a new GFE for a credit of only $884. I do not know why they cannot put the total credits on the GFE like other mortgage companies.

Desired Settlement: I am scheduled to close on April 15th. My interest rate expires on April 17th. I have downloaded and sent my IRS tax transcripts to them. I have yet to get a response about the transcripts, the total credits or the GFE. My desired outcome is to close on the 15th and receive the $2905 credit that was promised. This has been going on for 2.5 months.

Business Response:

Mr. ****,

I am sorry that the loan process has been a frustrating experience. I reveiwed your file with the processing manager and was advised that there was a hold up obtaining the 2014 tax transcripts due to how recently you had filed. We needed to transcripts to verify your income as we are having trouble approving the loan with the documentation on hand. It is my understanding that the issue was resolved and that your loan is closing tomorrow. If you need an additional information please feel free to reach out to me directly at *************************************


Roseanne G*******
Vice President Customer Service
Freedom Mortgage Corporation

Consumer Response: Complaint: ********

I am rejecting this response because:
Freedom Mortgage has not only inadequately responded to the length and frustrations that have been associated with closing the loan, they have not addressed my complaint of changing the good faith estimate (GFE). They have originally promised $2,900 in credits. They have changed the GFE two times since my original complaint about changing the GFE.  They have whittled down the credits on the GFE from $1700 to $231 (see attached), even when they said in writing that there would be no charge for extending the interest rate.  When I have asked about the most recent GFE, they have yet to respond and previously have said that they could not honor the original GFE with a credit of $1,700.   

In addition to this, the response for being slow on the loan has not met my expectations.  When talking to other mortgage companies, the loan officers have said that they should have told me to file my taxes differently so that I could get them stamped and approved by the IRS as soon as I filed my taxes so that I did not have to wait 5-6 weeks for the transcripts.  In addition, they have filled out the form 4506 form wrong multiple times, thus delaying the process even longer.  The transcripts were posted two weeks ago and we have yet to close on the house.   


Regards,

***** ****

Business Response:

Mr. **** please see attached response

Consumer Response: Complaint: ********

I am rejecting this response because:

The response is simply stating every step in which they were not proactive and lacked communication. How is this correcting the problem? In this seller's market, if I was not good friends with the sellers, they would have gone with another buyer and I would have lost the house because of the lack of competency of Freedom Mortgage's employees.

Furthermore, although they did give me the credits that were promised, they did not respond to my emails and voicemails of why they were continuously changing the good faith estimate.

We even had to delay the closing because they simply transferred the insurance from my 4-plex onto the house and thus, the escro account was off by ~$1,200. They did not even put the right address on the closing documents ***** ******* *** *** *****.

Additionally, I am in the process of writing a separate complaint about their lack of response to my inquiries on the private mortgage insurance on my other mortgage with them (**** ****** *** ********** ** *****).  The PMI is supposed to come off of the loan after 22% of the equity has been met, which has happened.  I have emailed and called Freedom Mortgage several times within the last couple of months with no responses. 

Consumers need to be warned of this company. They have messed up the mortgage at every single step. 

Regards,

***** ****

5/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage was assisting us with a streamline for our existing home loan. Freedom was hired by ***** Mortgage as a 3rd party to handle refinances for ***** customers. We decided to begin the process at the beginning of March after receiving countless contact attempts by Freedom requesting us to engage with them for the streamline process (phone calls, emails, weekly letters in the mail.) During the initial conversation we were told this would be an easy process only needing to provide bank account statements and loan information to begin the process. After submitting this information our account was passed over to another rep who would see the streamline through to completion. Then the complications arose - letters from my parents who were on my bank account authorizing that I had full access to my account (they started the account with me when I went to college) a letter of explanation for deposits made into the account, & that we needed to increase our home owners insurance to cover the amount of the new loan as well as a more recent bank account statement. During this 2 week period of documentation gathering our account was transferred again to another rep in the "exceptions department" I sent the requested items to the final rep on March 17th & 23rd, respectively. After a few days passed I reached back out to the rep via email asking if he had received the information to which I received no response. After a week passed I called and left another message again with the rep in the exceptions department. Sometime in the first week of April we received a letter requesting the already sent information indicating if not received by April 6th they would no longer consider our application. At that point I called left messages for both the rep and his manager and received no reply. Ultimately I feel were were discriminated against because we run our own small business.

Desired Settlement: Explanation as to why we did not receive a courtesy phone call explaining why the information we sent was not considered for our application. Ultimately I would like to get the streamline completed but clearly we needed additional help that was not provided. I just want to understand why the invoices, and explanations provided were not sufficient.

Business Response:

*****, it seems that the invoices you submitted as the source of the deposits do not line up with the dates that the funds were deposited vs. when the invoices are dated and there are 9 deposits that need to be sourced but the invoices only show 5 deposits. I think that you would need to provide the additional documentation for the other deposits and a letter explaining what goes with which deposit. Below is what was outstanding. The file is currently closed for incompleteness so I would suggest that you may want to contact the loan officer for additional information.
 
·         Still missing LOX for previously addressed large deposits from B of A bank statement,
period end date, 02/06/2015 ** ** Please provide LOX and paper trail for the following
deposits from B of A bank statement, period end date, 03/11/2015: 02/10, $1,2900; 02/11,
$600; 02/12, $500 from ******* ****** 02/24, $2,250; 02/27, $1,000 from *******
****** 03/03, $2,400; 03/10, $2,500
 
·         Bank Statements-Source of Funds
Provide source of funds for the following: Provide LOX and paper trail for the
following deposits: 01/15, $3,500 and 02/03, $1,000 from ******* ****** (Deposits
total > 2% of the Original Property Value).
 

please let me know if you need any further assistance, you have my email

******** ********
Vice President Customer Service
Freedom mortgage Corporation

5/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Freedom Mortgage solicited me to refinance my mortgage for a lower interest rate. I closed on that loan March 2, 2015 and to date Freedom Mortgage has not payed off my old loan. I am now receiving statements from Freedom and my old mortgage company indicating I have two mortgage payments due. I have have spent hours on the phone trying to resolve this issue with Freedom Mortgage and keep getting the run-around. I am a veteran and my ** loan is at stake, as well as my credit.

Desired Settlement: I want this refinance with Freedom Mortgage cancelled. I do not want to conduct business with a corporation that is disorganized and faulty.

Business Response:

Ms. *****, I do apologize for the issues you had with the payoff of your old loan during the refinance. When the payoff wire was sent is was short due to an escrow refund that had been issued to you the day before the funds arrived. This caused a shortage and the payoff was retuned to the title company. There was a breakdown in the communication between the servicing center, the title company and our funding department and we did not realize that the funds had been returned. It was not util you contacted one of our employees who brought the issue to the attention of management here that we realized there was a problem. We contacted the title company and they re-issued the payoff wire and the old loan is now paid in full. Again i deeply apologize for this situation. The additional payments you made will be refunded to you shortly. Please let me know if I can assist you further by emailing me at *************************************

******** ********
Vice President Customer Service
Freedom Mortgage corporation

5/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called in to start a streamline refinance and after the initial information was gathered they refuse to answer phone calls or respond to emails. I have been trying to reach them for weeks to no avail. I finally reached a generic call number and was told that my loan had switched officers and I Was not told and had no way to contact her. I was then given her number and was told I would be called back. I was not called back and when I called could not reach the lady. Then someone else told me the information to yet someone else that was supposed to be handling the file and then she told me it was another month away from being ready when closing was two days away.

Desired Settlement: Cancel my file

Business Response:

Mr. ******,

I am sorry that you feel that you need to cancel the application but per your wishes we have done so. The processors were changed on your file due to personnel changes. You should have been contacted when the change occured and we will review the file and the actions of the parties that were involved to be sure that this does not reoccur. Thank you and if you need anything further please feel free to reach out to me at *************************************


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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

5/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to pay my mortage online for 2 days. Their online system insits I rest my passord each month, but it will no allow me to reuse passwords. After 5 months and 12 passwords, the system now will not recognize the answers to my security questions. Thus, on 3-10-15 I was locked out after customer servie hours. I called first thing on the mourning of the 11th. irequested the old PWs be cleared so I could rreset using a PW I could remember. I was told this was not possile and the agent then stated he had reset my PW. I asked to speak with a manager and was disconnected. I then called again. The next agent said she ccould delete m regitration and this would clear the old PWs. I would then need to reregister. I returned home and again tried to pay my mortgage, I tried to reregister but was infored I was alread registered. I again tried to log in, was denied and requested a PW reset. This time I did not even receive a pw reset email . I cannot get in. I then tried to pay over the phone but did not feel I should pay a $10 fee beacause of their errors.

Desired Settlement: I would like to be able to access my avvount online as this is an accepted form of payment per their website. I also want 24 hours of accrued interest reimbursed as y inability to pay is due to multiple errors in their system. I would like some tye of guarantee that this will not keep happening.

Business Response:

Ms. ***** upon receipt of your complaint I asked our servicing cetner to reach out to you and assist you with the issues you were having with the website. They did so and assisted you with resetting your password and you were able to able to log on and make you payment. PLease let me know if there is anything further that you need

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

Consumer Response:
Complaint: ********

I am rejecting this response because: the issue has not been resolved. I had to call again to get into the system to pay the mortgage this month (April). The representative was rude and informed me I did not enroll into the system the past 7 months although I had paid my loan through the system. I was also denied acces to a supervisor when requested. She called me rude and told me it was my fault. I have no reassurance this will not continue throught the life of my loan. I make $47 per hour and spend 20 minutes each month on the phone so I can pay my mrtgage. If you cannot fix your system I should at least be compensated for my time. Please note, interest rates have just dropped again.  I hate the idea of going through the paperwork to refinance however I do not see any other way to pay my morgage conveniently accept to go through another bank. 


Regards,

***** *****

Business Response:

Ms. ***** I am sorry that you feel that the issue is not resloved. We have made repeated attempts to contact you in regards to this problem but have had to leave messages. Most people do not have the issues that you are having so please return the phone calls from our associates so they can further assist you

******** ********   
Freedom Mortgage Corporation

5/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I started my Rate Reduction in January 2015, I was Contacted via email by the Loan Officer, ******* ******. He was offering me a rate reduction on my Home Loan as a special offer to "keep me from refinancing with other mortgage companies." I was told that all closing costs would be covered and I would not have to pay any fees for the refinance. The first time the Notary came to my house, I noticed that my escrow account was being used to pay some of my closing costs. This to me was un truthful to what I was told. I should be receiving my Escrow balance back as a check, and Freedom should honor their word and cover the costs. This continued to be a problem for 3 more months! I was told by, ***** ****** **** ******* that I would receive my escrow account back as a check. Well this took way to long and when March came for me to sign, the HUD still did not reflect what I had agreed to. Because of this my account auto paid the Tax Collector and I was unable to receive the escrow balance back. I notified them via email several times. I received a call from ***** ***** who proceeded to argue with me and act unprofessional. April 1st, 2015 (a month Later) , I was scheduled to close on the agreed terms, now without my escrow back as it was impossible due to their failures, and at the last moment around 330pm was called and told they had to cancel because they hadn't completed the paperwork. I complained and talked to management; asking why this has taken 4 months?? I have sent the notary home from my house about 4 times because inaccurate numbers. Well, around 6pm a notary shows up at my door, a surprise to me because I was cancelled on. Turns out they completed the paperwork. I am upset I did not receive the HUD ahead of time to go over the numbers and make sure everything was square. This was a continued problem where I would not receive the HUD report prior to Notary showing up, or no one would call me to tell me they had re-scheduled or Title CO never received docs.

Desired Settlement: I honestly would like what was told to me. I want a Loan where I am given a good rate, I am locked in at 3.5%, if the rate is lower, I want a lower rate. I would also like some kind of compensation, I was told I would receive money back from my escrow account. I would like some kind of compensation as now my escrow account is now empty. I would like an apology letter from the persons involved due to gross negligence, failure to communicate, failure to uphold verbal agreements, failure to meet suspense and so on. I would like Freedom Mortgage to change their policies and be more honest in their practices. They were very coy with how they would "cover all the closing costs" The truth is they use your escrow account to pay some of them and don't cover Title Fees. If they are saying they will cover all costs to keep my business or anyone's they should also pay the title fees. They also need to communicate better

Business Response:

Mr. *******,

I do sincerely apologize for the frustration you experienced in trying to complete your refinance. Your situation was the exception and will be reviewed to be sure it is not repeated. The loan you applied for included Freedom paying your closing costs. Below are the costs that we covered
+----------------  Lender Paid Fees  ----------------+  
¦ Fee#   Description                   Paid by Lender¦  
¦ ---------------------------------------------------¦  
¦  802   Discount Point                $4,245.56     ¦  
¦  804   Credit Report                     $3.50     ¦  
¦  810   Tax Related Service              $85.00     ¦  
¦  822   Flood Determination              $18.00     ¦  
¦  902   MIP/PMI/VAFF/Guaranty Fee     $1,658.42     ¦  
¦ 1101   Settlement or Closing           $414.72     ¦  
¦ 1108   Title Insurance                 $450.00     ¦  
¦ 1201   Recording Mortgage Fee           $78.00     ¦  
                                                      
+-----------------------------------------------------+ 
¦Base Loan Amount    % of Base    Total Paid by Lender¦ 
¦----------------   ----------    --------------------¦ 
¦     $331,684.00      2.0963%               $6,953.20¦ 
+-----------------------------------------------------+ 
 
We did not use your escrows and you will be getting an escrow refund. The amount is 2610.97 which includes the April 1st payment that you made but did not need to make. The funds will be returned to you as soon as possible as I have asked for the servicing center to escalate the release of the funds. Please let me know if you need anything further

Consumer Response: Complaint: ********

I am rejecting this response because: the amount I was told I would receive back from my escrow was over 2,000 dollars this amount does not include the Aprils Payment. It didn't happen BECAUSE FREEDOM MORTGAGE FAILED to meet suspense's and communicate properly. Please explain what the $600 is and where it is coming from? I would like my Mortgage check back immediately.

I know the payment for April was not supposed to be made. So, where is the 600 coming from? and Can you make good on what I was originally told? After I receive my mortgage payment back... can you give me another check for 2,000?



Regards,

******* *******

Business Response:

Mr. *******,

On 3/4/151 your taxes were paid in the amount of 2222.80 from your escrow account. this left you escrow accout with a negative 14.44 dollars. You escrow account was short. Had your loan paid off at they point you would not have gotten an escrow refund at all. The overage on the payoff which was a result of the mortgage payment having been paid was deposited into escrow and that total amount equals your escrow and P&I for the April payment. You will be getting one refund for a total of 2610.97. Please see attached mortgage history.

Sincerely,

******** ********
Vice President
Customer Service
Freedom Mortgage

Consumer Response: Complaint: ********

I am rejecting this response because:

********,

This still does not make since. The customer service agent I spoke to yesterday said that I was supposed to make April's Payment and that's why my check is a different amount than $2,010. this is contradictory of all the closing officers and people I spoke with said I was supposed to skip April and May and make my first payment in June. Am I now skipping May and June and first payment in July? So why am I not getting back exactly what I paid? I don't understand why I am getting back more. Is it being Financed in to the new loan? you need to break this down and spend more time explaining this than a poorly written email. This still does not solve the issue of me getting my escrow check back, because it was supposed to be refinanced and completed in JANUARY. because of Freedom's incompetence this kept getting pushed back until April and therefore I didn't get my escrow account back...

You need to do better. On top of this I still have not received my refund check, I was told this would be sent back to me within 10 Business Days... that time ended on the 20th of April.. I just spoke with a customer service agent on the phone and the check has not even been written. You are affecting my family and ability to pay bills. Do I need to get a lawyer involved? If I dont see movement and responses in a timely matter I will escalate this further. I opened this complaint almost 3 weeks ago and this is only the second response I have from Freedom.


Regards,

******* *******

Business Response:

Mr. *******, please call me at ************** *** ****. It will be easier for me to go over the old loan's history with you on the phone then going back and forth in an email. I attached the history with the last response and am attaching it here again. If you would call me so we can go over it I think it will clear things up and if you have further questions I can address them immediately.

******** ********
Freedom Mortgage

Consumer Response: Complaint: ********

I am rejecting this response because: ******** ******** will not answer my phone calls or return my messages even though she asked me to reach her directly. I just received the check in the mail for $2620 dollars. I have not cashed it as it does not match how much I paid to the mortgage in April (which was an auto draft and i was not supposed to pay), which was $2010 dollars and when I asked for it to be explained they sdaid the combination of money was from different accounts, it did not sound right, because, if i made a payment that wasnt supposed to be paid why then am i not receiving the exact amount I paid? The issue that I am seeking to address is the 3 months of time that it took to close my refinance and on top of that the inability to receive my escrow account back as a check, which I was told would happen. A new problem that has arisen is while I called customer service at Freedom Mortgage, they told me I WAS supposed to make my April payment and skip the month of May with my first payment in June. This is a huge issue as in my whole agreement, verbally and from what I believe is in my mortgage agreement is that I skip both April and May with my first payment in June. I need a response immediately, the lack of communication and effort on Freedom's side is showing me they are not taking this seriously, this has the potential to be a huge issue.



Regards,

******* *******

Business Response:

Mr. ******* as you are aware we spoke today on the phone. I missed your call yesterday but called you back today and addressed your concerns.


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

5/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ******* ********* harrassed my fiance and I until we either responded by email or answered his calls well after 7pm to refinance out home loan. We have only been in our home for less than one year and were unsure. Needless to say we agreed and were informed we'd pay no out of pocket costs, skip one month of mortgage and close by the end of March. Once the documents were signed we never heard from ******* ********* again! I called him several times and he told me he could not help me because he was working some one else's loan and was trying to leave for the day-Good Friday. We provided all documents requested and shortly after received a letter requesting 9000.00 or 4 months worth of mortgage payments. After attempting to contact the individual on the letter ****** ******* *** more than a handful of time for about a week, I finally got a supervisor who then stated they would call back but of course never did. However ****** ******* did stating we needed to provide the 9000.00 by tomorrow 4/7/15! He stated he understood it was impossible and stated our only other option was to withdraw the loan. Had no clue what to tell us about the April payment we had not made at his, ******* ********* and **** ****** request not to make as we were assured we would not need to make the payment and spent the money on our upcoming May wedding! Finally we contacted the customer service line and they stated we would need to complete a loss mitigation package-in other words a foreclosure package that we would have to apply for to keep our mortgage in good standings. The female representative could not even explain to us first time home buyers what were applying for within the packet she was sending but did say it would take her all day to explain to me about the packet so she will just send it out to me.

Desired Settlement: I would like for the BBB to look into the way this organization handles business. They do not return phone calls and communicate with consumers. Their workers need better training because clearly when you approach a family about refinancing something as important as a mortgage loan you would ensure they were completely qualified and the loan would be a success before you begin promising things you cannot deliver and in this case that would be a successful mortgage loan refinance. I would like a full refund of the April mortgage payment that was made as I was instructed to withhold but had to borrow the money from family to ensure it would not affect our credit as we will be looking for a more qualified organization to services our family's mortgage needs. This company needs a complete evaluation to ensure they are operating under the most current of laws regarding home mortgages.

Business Response:

Ms. *****,


Upon receipt of your complaint I reviewed your file with our national underwriting manager. He advised that the underwriter had made an error on your file and the stipulations that they had required were in fact not needed. This was an human error and for that we do very much apologize. My understanding is that she personally reached out to you and explained what took place. She has reopoened the loan and is working to get the loan final approved. If you have any further issues please feel free to contact me at ************************************* and I again I do apologize for the error.


Sincerely
******** ********
Vice President Customer Service
Freedom Mortgage Corp
?

5/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was in the process of refinancing my mortgage loan with another mortgage company when i was called and told the loan had been kicked back due to a loan already in process by Freedom Mortgage. Freedom Mortgage has been calling my husband's cell phone non stop. Finally he answered and they informed him of a lower rate. He then told her to send over paper work for him to view. After viewing he emailed back and said we was NOT interested. So I guess from that the girl ****** ******* went on to start the loan process. In no way did we give her or anyone at Freedom Mortgage to process a refinance for us. This loan is being process fraudulently. I called and talked to Asst Super. ******* and he said it could take 24-48 hours to pull the file. This is a huge inconvenience and is unacceptable because due to their neglegence we are having to wait to do our loan and the rate could change again during this time. If this is the way they do I am glad we are moving our loan.

Desired Settlement: the rate I was quoted with other lender is 3.25. For our inconveniece, I would like for Freedom Mortgage to calculate our payment amt using the 3.25 interest rate and calulate it for 1 or 2 days (the amt of time we are losing)because we have to wait for Freedom Mortgage to pull the file.

Business Response:

Ms. ********, I reviewed the loan application you had with us. You requested that the file be withdrawn on 4/16, the request was immediately acted upon. The request was forwarded to the department that handles these requests (not evey employee can cancel an application and for secutity and validation purposes this is handled via a seperate department). The loan was withdrawn on our system on 4/18/15.

Please let me know if you need anything further

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

Consumer Response:
Complaint: ********

I am rejecting this response because:
The reason for the complaint is that....the application should've never been started.  After yall blowing my husband's phone up for weeks, he finally answered and you asked him if he would be interested in refinancing, he told the girl to send the info to him in an email so he can look it over.  Once he received the email he called and told her he was NOT interested.  So I don't understand who have her permission to start an application on us when my husband specifically told her no.  We did give ******** ******** to permission to refinance our loan and once they started the process it was rejected because another loan had already been started.  It wasn't until we call you guys ratting and raving to cancel you all's application that you guys canceled it.


Regards,

********* ********

5/5/2015 Problems with Product/Service | Complaint Details Unavailable
5/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I refinanced to lower my interest rate and payment and all was fine till 3 payments later I went from $636 a month to $900 they said we had a escrow deficit of $1800 and we would have to pay that amount for a year then the payment would be $700 a month. our original escrow account from the first co for$1200 was transferred to them from my bank account.they even deposited$638 which they financed in with the loan for escrow where is all my money and how do I get this resolved all they want to do is send me a PAYMENT HISTORY ? ***** *******

Desired Settlement: according to our calculations $1800 cash and our payment where it is supposed to be

Business Response:

Ms. *******, I reviewed the history on your account. Homeowner insurance was paid on your settlement statement in the amount of 829.00 to ******* Insurance. Then shortly after the loan boarded we were billed again for your insurance premium and we paid that from escrow. This was an unexpected disbursement and would cause a shortage in escrow as a result. We contacted the insurance company and they advised that they had refunded you the 829 that had been collected at closing. Thise funds should have been sent into servicing to be deposited into escrow. The remainder of your shortage was a result of an increase in your taxes and insurance. You paid the shortage over a 1 year period and the loan was analyzed again. The payment went down from 900..71 to 819.90. The fact that you payment has increased is due to increases in the taxes and insurance and is something that can always occur. please let me know if you need anything further.


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

Consumer Response: Complaint: ********

I am rejecting this response because:The insurance was paid by **** **** bank before closing with freedom and the agent told them that it was paid and not owed! freedom still did not disclose where the $638 whent that they financed in the loan or where the money went that was forwarded to them from the escrow account from ******** **** and simple math tells all our taxes went from $600 per year to 1000 and insurance did not double! we were financed at a payment of $636 per month and even at $817 they are still collecting almost $2400 per year and when we paid $900 for one year they collected almost $3600 in escrow  also we were told that after a year of $900 payments our payment would be $746 and they still say we have to pay $817 doesn't add up and why is this the most common ciomplaint against this co.? when you tell somebody onething and do another THAT IS FRAUD! WE REFINANCED TO LOWER OUR PAYMENT AND YOU DID JUST THE OPPOSITE! IF WE CAN NOT GET THIS RESOLVED IMEDIATLY I WILL BE FORCED TO TAKE OTHER ACTION. FEEL FREE TO CONTACT MY HUSBAND AT *** *** **** ANYTIME



Regards,

***** *******

Consumer Response: Complaint: ********

I am rejecting this response because:

No this is not resolved and had I benn able to open your last noticeI would have responded as I am not satisfieid and they need to learn how to add! how can there be so many complaints against this co for the same reason if they are not true

 






Regards,

***** *******

Business Response:

Ms. *******, since you were unable to open the response attachments I will email them to you today

Consumer Response: Complaint: ********

I am rejecting this response because:we refinanced with this co to lower our payment and interst rate original payments were $600 and something they raised the pay ment to over $900 amonth for a year! now its $800 something they financed $600 plus dollars for escrow they receved over $1200 from the original banks escrow account that adds up to over $1800 right there now add $200 plus dollars a month time 12 months that is giving them another $2400 dollars totaling aproximatly $4200 yes they paid $838 for insurance they didn't need to pay and our taxes only increased $600 when payed on the early payment so now we are aproximatly at$3362 for an $1800 escrow account?????????????



Regards,

***** *******

Business Response:

Ms. *******, I emailed you the details that you stated you could not open here on this website. I did that on 4/14/14. Please review the email, it fully addresses your concerns. You had an escrow shortage as a result of having to pay an unanticipated insurance premium, further you had some increases in other escrow items. You loan closed in March of 2013. That was two years ago. Insurance and taxes increase. The principal and interest payment has never increased. We can not control the changes in the escrow account.

Sincerely

******** ********
Freedom Mortgage

4/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I were told by phone that we could drop our interest rate to 3.25% at no cost. SO after they sent the packet, the GFE, good faith estimate showed over $3,000 in fees. I did contact them, they tried to say it was credited back in other forms. My math showed that in fact is was rolled into the monthly premium. This false and deceptive advertising. I filed a complaint with the company, and they have not responded. This company needs to stop lying about the product. Nothing is free.

Desired Settlement: Be truthful and upfront about the product. Stop using a false advertising lead that cannot be followed as it is a phone call practice. Bait and switch type tactic.

Business Response:

Mr. *********, we were completely truthful in regards to the lender paid closing costs. The GFE will show you the fees but doesn't show who is paying them, the application details this and shows the lender paying $2860.60 in closing costs, the entire amount. Below is a screen shot from our system also showing us paying all the fees. We would still be happy to offer you a refinance of your existing loan at todays interest rates. If you wish to do this you can reach out to the loan officer that first contacted you.

2:20 pm 04/03/15       Freedom Mortgage Corporation lkw                       
oan# **********  *********, ******* * & *********, ******     Withdrawn LOCKED
A 15 Year Call Center                                                         
                                                                              
--------------------------  Update Settlement Fees  --------------------------+
 GFE Fee#  Description             Required       Paid      Waived        Due ¦
 ---------------------------------------------------------------------------- ¦
   0  104  Refinance Payoff   $145,243.00       $0.00       $0.00 $145,243.00 ¦
   0  207  Lender Paid Closin   $2,860.60       $0.00       $0.00   $2,860.60 ¦
   1  801  Origination Point        $0.00       $0.00       $0.00       $0.00 ¦
   2  802  Discount Point       $1,612.60       $0.00       $0.00   $1,612.60 ¦
   2 802a  Over Par Pricing         $0.00       $0.00       $0.00       $0.00 ¦
   3  804  Credit Report           $22.00       $0.00       $0.00      $22.00 ¦
   3  810  Tax Related Servic      $85.00       $0.00       $0.00      $85.00 ¦
------------------------------------------------------------------------------+
                                                                       Page   1
------------------------------------------------------------------------------+
Fee:           Buyer        Seller         Other        Lender   Unallocated  ¦
------------------------------------------------------------------------------¦
PAC      $145,454.24         $0.00         $0.00     $2,860.60         $0.00  ¦
POC            $0.00         $0.00         $0.00         $0.00                ¦
------------------------------------------------------------------------------+
ress <Enter> to select fee.  Press <Insert> to add a fee.            See F2 for
ress <Delete> to delete a fee.                                       more help.


******** ********
Vice Presiddent Customer Service
Freedom Mortgage Corporation

Consumer Response: Complaint: ********

I am rejecting this response because: I will pay $1612.60 per rate lock agreement per *******, this is a cost that I will pay. This is a direct lie to Freedoms no cost promotion to reduce interest rate. True, they are covering some as per Good Faith Estimate, but not all. I find that this is a bold face lie. I am asking BBB to reduce the rating and further investigate the practices of this company. I am also asking proof that this company can conduct business in Colorado. I cannot find no listing for active business license.

Looking forward to a detailed response.



Regards,

**** *********

Business Response:

Mr. *********,

I am not sure how to make this anymore clear than I did in my last response. The information provided showed no costs paid by the borrower, which is you, and all paid by the lender. You withdrew your application so if you wish to proceed with a refinance you would need to contact your loan officer to open up a new loan

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

Consumer Response: Complaint: ********

I am rejecting this response because:
First, I asked if you are licensed to conduct business in Colorado.
Second, I have the whole packet. I have to pay for part. Your convoluted figures you respond with do not match what you actually sent me. If you want to really do as promised, then start with all paperwork showing what you state. Put on the good faith estimate, that you are covering all cost. Then have every form match.  As I said before, this is a bait and switch tatic. Looking forward to factual support. **** *********.







Regards,

**** *********

Business Response:

Mr. *********

We are liscensed in CO, via the NMLS (National Mortgage Liscensing System) as I explaned in my previous response. You can validate that by going to this link
http://mortgage.nationwidelicensingsystem.org/Pages/default.aspx

I tried to explain how the documents work and show you in our system that you are not paying any cost. The GFE doesn't have a place to show that we are paying the costs, its purpose is to provide an estimate of the costs not detail who is paying them. Other documents spell out clearly who is paying what such as the attached details of transaction and itemization of charges. I can not generate a new Good Faith estimate as you withdrew your application, telling the processor that you did not wish to proceed. If you would like a new estimate you would need to contact your loan officer.

Sincerely
******** ********
Freedom Mortgage Corporation

Consumer Response: Complaint: ********

I am rejecting this response because: your documents do not support your statement. I have forwarded a packet with all info to Colorado state attorney's office. I am done with your lack of proper response. You act like you answered the questions. In fact, you convoluted figures. You can explain why you have not properly answered the questions to them. I am done with you. ****. 



Regards,

**** *********

4/8/2015 Billing/Collection Issues | Complaint Details Unavailable
4/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were approached by Freedom Mortgage to seek out a refinancing or a new Mortgage Loan, we spoke with an agent and did as he recommended, we were then approached by a Mortgage Specialist, who was going to process our loan, she sent us all the necessary paperwork to do the loan, we then paid $250.00 to have an appraisal done of our house. In the meantime we had some pretty significant winter storm damage to an upstairs bedroom and the bathroom below on the main floor to ceilings, and walls. The appraiser came right in the middle of trying to arrange compensation from our home insurance company. We spoke to the Specialist about what had happened and we were told to get the loan we wanted to have it fixed by the end of loan time. In the meantime the appraisal came back on the house, and even though we had the damage that had not been repaired yet, this appraiser said that the house would only be evaluated at $78000. We bought the house in May of 2014, and it was appraised then at $76000. We have already put over $5000. into this house and property---Then when we spoke with the agent she told us we were to speak with the first agent that we contacted, and he said we could'nt do the loan at the price we needed, that is when all the confusion and no following thru, started. The Specialist would not call us back, the agent would not call us back, and so here we are----the damage has all been repaired---as they needed it to be, we are ready for a new appraisal and no one will call us back ---just nothing!

Desired Settlement: To at least try to work out the possibility of another appraiser coming in to reevaluate the house---and continuing with the original loan, or just giving us a proper statement as to why we are not being called back to set up the closing---in other words they don't want to deal with us anymore? We would like to be told the truth about what is going on----and I feel we are somehow being discriminated against---

Business Response:

Mr and Mrs *******, upon receipt of your complaint I reviewed the loan with the underwriter and processor. They advised that they had submitted your dispute to the VA and also provided the new comparables to the appraiser. The VA would not reconsider the value and the appraiser stood by his valuation as well. It is my understanding that you have cancelled this loan application but are considering doing a streamline VA refinance which would not require an appraisal. Please let me know if there is anything further that I can assist you with
 
******** ********
Vice President Customer Service
Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** * ****** *******

3/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Home burned down 1-24-2014, total loss. Had motgage with ***** *******. Filed initial claim with them. freedom bought loan 7-3-2014. Communicationg through ********. Submitted all requests through ********. replacement home is a modular home that required a different draw schedule against the insurance funs being held $ 226,000. Recieved 1st draw in July 2014 for $155,667. Original contract with ******** ***** was sent to ******** noting required draw schedule. That final payment needed to be made when home under roof, not 100% complete. Sent letter to ******** on 1-5-2015 reminding them of draw schedule reqirements. InstructionsFrom ******** per Freedom Mortgage was that we needed to request inspection. Once inspection completed and receive we need to write letter again to request the relase of funs and it would be submitted to Freedom Mortgae for approval. INspect completed on 1-28-15and received by **** **** on 1-29-15. Request was faxed to ******** again about the required draw schedule. No response from Freedom Mortgage has been received back from Freedom Mortage one way or the other. It's now 4 weeks later. NO WORK COMPLETED ON HOME FOR THE LAST 28 DAYS. ******** NEEEDS PAYMENT IN ORDER TO COMPLETE HOME. I call about everday. The case has been escalated 5 times since 2-9-15 with no response from freedom Mortgage. I contacted Freedom Morgage directly on 2-24-15 and was told case would be escalated again on their end. No response on 2-25-15 called again to Freedom Mortgage. Explained situation and was to be transfered to Service dept, but put on hold now for the last45 mins. Whick is prompting this complaint. We just need the funds release so ******** can complete our home. So we can finally be back in our home after more than A YEAR. It's been a nightmare process dealing with Freedom Motgage. and they are paying any interest on the insurance escrow monies they've held all this time.

Desired Settlement: Release of funds of $75,333.33 to complete our home and interest on the escow.

Business Response:

Mr. ******, I am sorry that you were experiencing frustration while trying to obtain the final draw on the insurance claim. We will be reviewing why this escalated issue was not resolved sooner. I reviewed the account and it appears that the funds were released on 2/26/15. I hope that they have since reached you and that you have been able to complete the process of completing the new home. Please let me know if there is anything else that I can do for you.

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

Consumer Response: Complaint: ********

I am rejecting this response because: What about interest on the escrow? Check was finally received 28 days after the request was made. Response was to be received within 3-5 days after request was submitted.



Regards,

**** ******

Business Response:

Mr. ******, interest is not paid on funds in restricted escrow, we do not earn interest on your funds nor do we pay interest on those funds.

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

Consumer Response: Complaint: ********

I am rejecting this response because:



Regards,

**** ******

3/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to refinance with Freedom Mortgage for the last 6 months. The last four months, they wait to the last day to close, before the next payment needs to be made, then its to late to close. At that point, I am charged late fees. I have several months of late fees on my account due to the mishandling of my loan. Customer service, management and the loan processor does nothing about this issue. Now its happening again, for the fourth time. I have sent countless emails and phone calls with no answer.

Desired Settlement: I want to have the late fees removed because its not my fault no one there can get it together and close the loan. I am being told to not make these payments until its too late, then Im charged late fees.

Business Response:

Mr. ********, I took a look at the loan we are currently servicing and do see that you were charged late fees for Jan and Feb. I have waived those. I also see that the loan was final approved today and that the loan is schedualed to close on the 20th. please let me know if I can do anything further for you at this time.


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

3/18/2015 Billing/Collection Issues | Complaint Details Unavailable
3/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company continues to post my payments as late even though they receive my checks prior to the late fee cut off. Without investigating the issue, **** ****** refused to reverse the charge even though in the past after investigating when my check was received, the company discovered that the check had been timely received.

Desired Settlement: All I wish is that the late fee be reversed as it was charged in error.

Business Response:

MR. ******, I do apologize that you are having issues with the payment posting prior to the late charge date. We have removed the late charge that was charged against your account. Please let me know if Ican be of any further assistance.

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

3/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife, **** *****, and I applied for a home equity loan for our property, reference loan# **********. We were charged $500 for the appraisal and an appraiser was assigned to complete the appraisal. When we received the appraisal the appraiser appraised the house at $105,000 which is $40,000 less than when our house sold for $145,000 in 2008. The appraiser also used comps that were nowhere near the quality of our home. We disputed the appraisal and sent information to Freedom Mortgage that should have helped the appraiser reach a value more closely suited to our home's value. We even sent info on a house that just sold on our street for $148,000. That same house sold for $128,000 in 2007 and has now sold for $20,000 (16%) more. That house is not as nice as or home, nor is it completely remodeled like our home is. Common sense would say that our house is worth as at least as much as this home, but it should also increase in value (a minimum 16%) like that house did. When the appraiser was given the new comps and info, he kept his appraisal unchanged at $105,000. We are being told, based on our property's extensive renovations and location, that it should be listed for sale at $175,000 (40% more than the appraisal), and this was also related to the appraiser, and he was given other comps proving that. After looking at the information provided to the appraiser, a layperson can see that the appraisal of our home is completely skewed, and it now appears that the appraiser is purposely refusing to consider the information provided to protect his reputation. All of this info was provided to our point of contact, ****** ********, at Freedom Mortgage. Mr. ******** is telling us that we would have to pay another $500 for another appraisal, although we have received a subpar appraisal, from an appraiser who is protecting his reputation.

Desired Settlement: Due to such a skewed appraisal, we are requesting a new appraisal paid for by Freedom Mortgage, or a refund of our $500 appraisal fee.

Business Response:

Mr. *****, I am sorry that you disagree with the appraised value that the appraiser came up with. We would have very much liked to do your refinanace for you but due to the low appraised value we can not proceed at this time. I will be refunding you the 505.00 which you paid for the appraisal as a gesture of good customer service. You will be getting a check in the mail in about 10 to 12 business days.

Sincerely

******** ********
Vice President Customer Service
Freedom mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I would suggest to Freedom Mortgage that they no longer use this appraiser, due to the fact that he will not consider other information when it is provided to him.

I would hate for someone to be put in the same position as us, and then have no recourse against his appraisal.

Although we are thankful for the refund, we would also suggest that Freedom should attempt to seek a refund from the appraiser and/or appraisal company for their lack of duty to analyze and use all data that was provided to them.

Sincerely,

**** *****

3/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In March I called to make Aprils payment. I checked my account on April 5th to make sure they took my payment out. Noticed they tried pulling it twice out of my checking instead of my savings. I called them gave them the correct account number and they pulled 1131.34 from my savings for Aprils payment. I called again at the end of April to make mays payment. I had called in from work and forgot my routing number. So when I got home I went to my bank account to transfer my payment into my savings account so I could make Mays payment. In doing so I noticed they had already pulled 1131.34 out of my account. Not thinking nothing of it I went on thinking my mays payment has been made. I call to make June's payment and they say I need to make mays payment as well . I said no I did. Well long story short it is still not resolved! I have sent in my bank statements twice. I also have sent in my savings statement to show they pulled Aprils out on the 10th for 1131.34 and then sent my checking statement where they pulled mays for 1131.34 on April 28th (same amount as Aprils payment)

Desired Settlement: I just want them to realize their mistake and that I did make Mays payment and take it off of what I owe

Business Response:

*******, I reviewed the history on your account and from what I am seeing the one payment that was made from the savings account was returned. You mention in your complaint that you have sent bank statements. I am not at ********, but rather at Freedom, so I can not access what you sent to them. I would be happy to review the bank statements to see if there is an error on the system, you may email them to me at *************************************. I will be happy to try and resolve this for you.


******** ********
Vice President Customer Service
Freedom mortgage Corporation

Consumer Response: Complaint: ********

I am rejecting this response because:
I am not necessarily rejecting the response do you have a fax number to where I can fax my bank statements to you?


Regards,

******* ********

Business Response:

Here is my fax number ###-###-####. Please forward the bank statements and I will be happy to review

3/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a disabled veteran, I do not pay property taxes in my city or county. Freedom Mortgage has collect over one thousand dollars for taxes. I've faxed over my documents on three different occasions. I also spoke with Freedom Mortgage five times about this. No one from Freedom mortgage has followed up with me on this situation. Freedom mortgage has refused to refund my money. Also, will not allow me to make payments with a subtraction property taxes.

Desired Settlement: Refund my money that Freedom mortgage has collected. Also, adjust my monthly payments, remove late charges.

Business Response:

Mr. ******, I do apologize for the frustration you experienced regarding your tax exempt status and the adjustments required on your account. The account has since been analyzed and the exemption for the taxes is not reflected. You received a refund from the title company ion the amount of 1303.00 and we sent the balance due you of 254.85. Any late charges were waived and the account was not reported as delinquent.


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

3/14/2015 Problems with Product/Service
3/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Feedom Mortgage on 2/16/15 to try to get assistance to log on to my account. The reset process would not work. We tried twice. The login and password did not work. The agent just wanted me to pay extra fees to pay my mortgage. No offer to waive the fee since the problem is on their end. Even wanted me to call in on the phone to pay.....for a fee. I just want access to my account so I can pay without additional fees.

Desired Settlement: I would like a written apology and access to my on-line account so I can pay without additional fees.

Business Response:

Mr. *****, I do apologize for the issues you have been having with the website. I see that there is a task on you loan to have someone assist you and that they have called in an attempt to contact you. I am asking that they continue to call until the have reached you and have assisted you with this problem. If you have not been contacted in a reasonable time please feel free to contact me at *************************************



******** ********
Vice President Customer Service
Freedom mortgage Corp

3/14/2015 Problems with Product/Service | Complaint Details Unavailable
3/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Freedom Mortgage is the escrow company for Ocwen who holds my house note. After I noticed an unexplainable increase in my monthly payment I contacted they company and was told I would have to wait for an annual escrow analysis to determine if overage amount was being taken for escrow each month. Several months later I learned through my bank USAA that I could request an analysis when I want and in fact that was true, Ocwen processed my request and was found to have been collecting over $180.00 over the necessary amount. I am due a refund of over $1400.00 and have called several times (1/8,1/22,2/3,3/11) and have yet to recieve my refund. I am told I can not reach anyone in escrow directly and have to allow for customer care to send a request for the refund. I see this as theft. They unfairly increase my payment just after I spent 10K in closing costs to reduce my payment and have now failed to return it. When I had an issurance claim it was near impossible to get them to send the contractors the balance of their money after the work was complete. They are very difficult to get money matters resolved in a timely manner. I don't know if they earn interest off my money, but it seems there has to be an explanation as to why they fail to release money that isn't theirs. Product_Or_Service: Mortgage (escrow) Account_Number: **********

Desired Settlement: DesiredSettlementID: Refund Immediate refund and a contact phone number of who is handling my escrow account and someone I can reach directly, not customer care.

Business Response:

*** ******, upon receipt of your complaint I asked ***** to review your escrow account. They stated that the refund check was requested on 2/13/15 in the amount of 1,415.61 and was mailed on 2/17/15. They advised to allow 7-10 business days for delivery via regulr mail. Please let me know if I can assist you in any other way

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

3/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My mortgage is currently with ***** who has partnered with Freedom Mortgage to refinance my *** loan. I started the re-fi process back in October. I submitted all the documentation they requested and I was told it would close by the end of November and I would "have a little extra in my pocket for Christmas". November 1 comes and I made my regular mortgage payment. I didn't hear from Freedom Mortgage all month long. I left messages and sent email for someone to contact me and let me know what was happening. Nothing. Finally December 2nd, I get a call. "We are ready to close your re-fi". Great. Then "when did you make your last mortgage payment?". Well, it is due on the 1st & I paid it on December 1st. "Well, now we have to get an updated payoff amount and we will call you back in 2 days". 2 days pass and nothing. I call them and can't get the same person I heard from originally. This goes on the whole month of December. I contact them & can't get anywhere. January 1 comes along & I need to make my mortgage payment & STILL haven't heard anything so I make my payment. At this point, NO ONE has told me NOT to make my payment. So again I get a call & a closing is set up & all is great. Then I get a call & the closing has to move to the next week because they couldn't get it scheduled in time. So then I hear back again the day before the closing & they need to get some certificate that is only good for 90 days & so the closing will happen as scheduled as they can get this form in a day. The day OF the closing I get an email from the notary that is to be meeting us saying the closing is off because the paperwork isn't in order from Freedom. I NEVER even got a call from Freedom telling me this. I had to call them and talk to yet another person who knew nothing about my file. Same thing in February except "Don't make your payment. We will close before it's due". NOT. I made the payment (a day late) & now am being told instead of $247 I need $3300 for closing! Ridiculous.

Desired Settlement: I want this DONE and not for $3300! I was told $247 last time and that is what I am planning to bring. They need to get their paperwork in order, quit requesting more and more papers from me and get this done in a TIMELY manner. 5 months for a re-fi is absolutely RIDICULOUS. This is wasting my time, my money and my energy. I am DONE with this company. They are liars and can't get anything straight.

Business Response:

Ms. *****, I reviewed the history of your loan application and there were some delays attributable to both sides of the transaction. We did have extra difficulty getting updated payoffs in a timely manner and also needed some documentation from you at times. On our end we did have hgih volume that slwoed the overall process and for that I do apologize. The figure you were given for funds needed to close was inaccurate. After review it was found that they did not apply the proper credits on the file and the funds needed would be significantly less. We can reach out to you with those numbers or we can cancel the application. Please let me know you preference.


******** ********    
Vice President Customer Service
Freedom Mortgage Corporation
?

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I would be willing to discuss the amount that would be due at closing IF I am assigned ONE person to deal with and IF this will close by April 1st. 

Regards,

***** *****

3/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company is charging us incorrect tax amount-over 400 dollars incorrect

Desired Settlement: A billing adjustment and a $400 refund

Business Response: Ms. ********, We reviewed the escrow account and the tax figures. What occured was that the county tax office gave us tax figures for the entire condo building, not the individual unit. We have updated the amounts and we analyzed your account on 2/12/15. You were issued an excrow overage check in the amount of 1290.87 and the payment was adjusted to reflect the correct tax amount.

******** ********
Vice President
Freedom Mortgage Corporation
?

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ********

2/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: January is the second month in a row that Freedom Mortgages Online Payment service has not functioned correctly. The website requires two logins, which I provided the correct login information for both and the website neglects to ever bring me to the screen I need to make my online mortgage payment. Last month because of this fact my mortgage ended up being paid late because of this and I was charged a late fee and had to pay a convenience fee for making a phone payment. I do not have nor have ever had any delinquent payments with this company so I requested to be reimbursed (for both the late free and the telephone fee) due to their website's error. I was informed they had to submit the request to their supervisor and that I would be notified if it was approved or not and that they would let me know if the request was approved or not at a later date. Well, they never did let me know and I have never been reimbursed. Now, one month later, their website is still not allowing me to make an online payment so I will once again be forced to pay the $15 fee to pay my mortgage over the phone. Additionally, I do not mail my payment because on two separate occasions Freedom Mortgage has made mistakes with my payment using this method. The first time they applied my payment to my old loan, which is no longer active and then threatened to hit my credit because they said they never received payment to the loan that was actually active because they applied to it to the old loan. I had to gather my bank statements and prove to them the check was cashed by them before they would fix the problem. The second time they said they just lost my payment. When I lived in ******** *****, VA, I actually went went to their office location on a monthly basis in person to pay my mortgage because that was the only way I trusted that it would be received correctly. This organization is the worst I have ever dealt with and I have been with them since 2009 and it has never improved.

Desired Settlement: I would like their website to be fixed so I can make online payments. Additionally, I would like to be refunded last months late fee, and the two convenience fees I have had to pay in order to pay my mortgage over the phone due to their website not functioning correctly.

Business Response: Tell us why here...Mr. ******, I am sorry that you have been having issues with the website. It is my understanding that ******** has refunded the lat charge to you and have sent you that check in the mail. If this is not correct or if you continue to experience issues with the website please feel free to email me at *************************************       

******** ********
Vice President
Freedom Mortgage Corporation

?

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Additionally, the VP of Freedom Mortgage contacted me directly and showed an honest concern for rectifying my problems, which were resolved. 

Thank you.

Regards,

****** ******

2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I started to refinance my home mortgage back in October 2014 with Freedom mortgage. When I began the refinance process the company performed a credit check and told me everything should be in order and ready for closing by the end of November. December arrives and they scheduled me for closing on 26Dec. They called me and canceled the appt. (the day of) and told me they would call me back to reschedule. I haven't heard anything since. I have sent e-mails and have received no responses back through e-mail. However, I did miss a call (not sure of the date maybe 12Jan) while I was at work. I attempted to call the company's associate (*** ******) back and I left him a message. The company has not attempted to call me back. In addition, the company has conducted a 2nd credit check on my credit. I only authorized the 1 check back in Oct. I feel like I have been left in the dark on what's going on and have reached out several times to the company to schedule a closing or to find out what is going.

Desired Settlement: I am deploying in a few months, I need to get this refinance taken care of. If not, then I want the two credit checks on my credit report removed. If so, then I want one of the credit checks removed from my credit report since the company should have informed me of the 2nd check and got my permission and I would like to be able to close within the next three weeks by Feb 6, 2015.

Business Response: Tell us why here...Mr. *****, I do apologize for the delay in getting your loan closed. There were some delays in getting some of the final items needed to schedual the loan closing. Your loan has since gone to closing and has funded. If you have any further questions or concerns please feel free to contact me at *************************************


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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****

2/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a payment on 10-31-2014 that did not go through due to the company’s faulty payment system. When I noticed the money was not withdrawn from my account I called customer service who stated they had received payment, but that there system takes a while to process. On 11-12-2014 my payment was reversed because "the company does not receive payments from other banks", according to a customer service rep. On 11-24-2014 I made a payment via telephone and was charged $10 fee. On 12-01-2014, due to distrust/complexity of the company’s online payment system I called to make another payment. This time I was charged $15 for making a payment. After explaining why I felt the need to use the telephone the Customer Service rep was rude and unhelpful. I do not feel I should be charged fees for the company’s faulty payment systems.

Desired Settlement: I want a refund of fee's I was charge for using the telephone to assure the company recieved payment. The total amount of Fee's charged was $25 dollars.

Business Response:

Mr. ********, I do apologize for the issues you had with making your payment. OUr record shows that you were only charged and paid 15.00 so we have refunded that to you. If you feel that there is still 10.00 owed I would be happy to review this again. We are also reviewing the conversations you had with our representitives

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ********

2/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I currently have a home loan with Freedom Mortgage. In June 2014 I spoke with an agent who offered a supposedly "great and easy plan" to skip and payment, but split the difference by adding it to the regular monthly payment each month. She said that we would have 6 months to pay it off. It sounded like a good plan, so I agreed. I began to pay the monthly payment each month, along with the additional amount for the June payment. Once you set up any sort of payment plan with a company, you are normally "protected" under the new plan agreement until it is paid off. However, after the first few months, I realized that my payment was being reported late every month on my credit report??!! How is that possible when I am adhering to our agreement and paying on time each month, ALONG with the additional payment. NEVER did anyone mention that it would be reported late!! If I knew that was the case, I would never have agreed to the plan. When I called about it, I was told that there was nothing they could do and that they are required to report it. BUT TECHNICALLY it is NOT LATE! I am paying on time and then some. This agreement is totally bogus, misleading and makes completely no sense at all. Once I realized what was happening, I wanted out of the plan to avoid any more late reporting. In October 2014 I called and asked them what I needed to do (and pay) to get out of the plan. They gave me the amount and I paid it to current and it went back to the regular payment. This did not help me AT ALL and has completely ruined my credit!! We are working on some very important business transactions and this ridiculous plan has ruined our lives! It could not have come at a worse time! THEN, I just found out that they added an additional $400 to my last payment and took it out of my bank account with no explanation at all! When I called about it, they are claiming that it is for LATE FEES!!?? For on-time payments!!?? ABSURD!

Desired Settlement: If this is how Freedom Mortgage operates they are totally unethical, underhanded and taking advantage of their customers! I am demanding a FULL refund of the additional "late fees" of $447.00 immediately, refunded back into my bank account. AND, I am demanding a correction of ALL the months reported late with EVERY single reporting agency immediately!

Business Response:

Ms. ********, I asked our servicing center to review the issue you had. You were on a repayment plan to make up for the payment that you were not able to pay. Below was their response. Also the late charges are included in the plan because the loan is considered late


A repayment plan letter was sent to the borrower on June 30, 2014. The plan consisted of one payment of $1750.00 and 5 remaining payments of $1770.58 for a total of $10,602.90. This total included 6 regular mortgage payments of $1,456.44, the "skipped" payment in amount of $1,456.44  which equals = $10195.88. The remaining amount is the late fees in amount of $407.82.
While the borrower did pay as agreed, she was still delinquent. We have to report accurately, which is why we have the code which states payment plan. The level of delinquency did not increase, but is reported each month what it was at the time the plan took effect. The idea behind the repayment plan, is that by the end of the plan, the loan will be current. Below is how she was reported:
 
01/20/2015   01/01/2015 4 11-CURRENT        
12/22/2014   12/01/2014 4 11-CURRENT        
11/20/2014   11/01/2014 4 11-CURRENT    
10/20/2014   09/01/2014 4 71-30 DAYS D     AC-PARTL PYMT AGREE  
09/22/2014   08/01/2014 4 71-30 DAYS D     AC-PARTL PYMT AGREE  
08/20/2014   07/01/2014 4 71-30 DAYS D     AC-PARTL PYMT AGREE  
07/21/2014   06/01/2014 4 71-30 DAYS D     AC-PARTL PYMT AGREE  

******** ********
Vice President Customer Service
Freedom Mortgage corporation

1/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 15 Dec 2014, I notified ***** *** , loan officer at ###-###-####, to cancel my refinance application. ; then four days later she called me wanted to know why. I told just to cancel the application. The refinance said i would not have any closing costs at closing. This va streamline advertisement is misleading to veterans. She did not work in good faith. I could not cancel at that time.

Business Response:

Ms. ********, I do apologize that you request to cancel the application was not handled as quickly as you had wished. The file has since been canceled and is not longer in process.

Sincerely,

******** ********
Vice President Customer Service

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ********

1/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called customer service to get help with a problem I was having on the web site. I was told by the employee and then the manager that I had to give them my personnel ID and Password for them to be able to log in as me and screen shot what I was seeing to send it to the IT department for help. I think that the practice of asking for customers to hand over that information is very disturbing, unprofessional, and a huge liability risk for me as well as for Freedom itself. I refused and therefore did not get the help I had called for.

Desired Settlement: I just wanted to make sure customers are warned before doing business with Freedom and would like to see Freedom alerted that this is going on in customer service. They should be warning customers not to give out personnel id and passwords not asking for and conditioning customers that doing so is a safe practice.

Business Response: *** ****** because the website is administered by ******** *********, our sub-servicer, I asked them to address your concerns. Below is their response:

I just spoke with IT. They stated this is a common practice when a borrower is having an IT issue as that is the only way then can actually see the error that the borrower is having. We fully verify all borrowers prior to speaking with them in regards to the account, so we know that we are speaking with the correct person, and if they call in, they know they are speaking with the correct company.
 
The only other option is for the borrower to take a screen shot of the errors themselves and email it to us, but there is no guarantee we can fix the error without being able to access the account. We can assure him that the information would not be shared with people other than IT and that it is not recorded in any loan notes. He also has the option of changing his username and password as soon as we correct or determine the website issue.


Please let me know if you need anything further


Roseanne G*******
Vice President Customer Service
Freedom Mortgage Corporation

1/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I refinanced with Freedom Mortgage in August 2013. My Property taxes are included in my monthly mortgage payment with Freedom Mortgage. I received a notification from ********** Township Tax office that my fourth quarter property taxes were not paid. The tax sale date was November 26 and I currently have a TAX LIEN against my property. I have made several inquiries with Freedom MTG and never received a response from them. My loan was sold to ********** in September of 2014 and Freedom Mortgage has rejected my inquiries and suggested that I contact the new mortgage company that is handling my loan. This was an existing issue with FREEDOM MTG. Any help/suggestions is greatly appreciated. I have contacted the new mortgage company as well and to date, they haven't provided me with a resolution.

Desired Settlement: I am not interested in a settlement. I simply want them to pay my property taxes that were escrowed in my mortgage payment. My credit score directly affects my career.

Business Response: *** ******* upon receipt of your complaint I reached out to my contact at ********** mortgage. I asked for him to confirm if the taxes had been paid. He confirmed on 12/9 that the taxes had been paid and that your escrow account was being analyzed. I am sorry that this situation occured, it seems to be related to the sale of the servicing of your loan to ********** and is likely an isolated incident.


Roseanne G*******
Vice President Customer Service
Freedom Mortgage

12/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I refinanced my mortgage with this company in July 2014. Upon completing this they paid my home owners insurance out of my escrow account. However, my previous lender had already paid my policy and there was a refund to my escrow fund. In OCT 2014 an accounting of my escrow fund took place, and despite a recent refund to my escrow fund of almost $1200 I did not receive a refund. In November of 2014 I called and asked for an explanation. The first customer service agent stated they could not explain this to me. I asked to speak with a manager who explained my homeowners insurance had gone up, and thus there would be no refund. But my homeowners policy has only gone up $12 a month, which does not explain where the $1200 went. She agreed to send me a statement explaining the difference, but what I received was a copy of my escrow activity that I have access to online. At this time, I have no idea why they are withholding my refund.

Desired Settlement: By my calculation, depending on when my taxes and home insurance are paid, I'm owed at least $628.44 and likely more. I desire a refund, and an itemized explanation of my escrow account.

Business Response: Mr. ******, upon receipt of your complaint I reviewed the loan closing documents as well as your escrow account. The home Owners insurance was paid at the time of closing on the settlement statement (not by the prior lender). Because of this no extra funds were collected to pay it from the escrow account. For some reason, however, our servicing department paid the premium from your escrow account causing a shortage (because this was an unanticipated payment). Fortunately this error was discovered the the funds were deposited back into the escrow account curing the shortage. There is not an overage because the refund was a refund of the money that was already in the escorw account and had been disbursed in error.

******** ********
**** ********* ******** *******
Freedom Mortgage Corporation

Business Response: Mr. ******, please see below. The surplus is not calculated the exact way you describe. It is based on the cushion which is 2 months’ worth of escrow which is a total of $1354.92. The lowest amount your account can go is 1354.92. In December, your account is 1389.34. So you have a small overage of 34.42 not enough to send out.  Your required balance is 1354.92 and the actual balance is 1389.34.  The account was just analyzed. We will analyze it next year and if you have any overage it will be sent to him.


Month

Balance

Payment

Disbursement

New balance

Dec

1389.34

677.46

0.00

$2066.80

Jan

2066.80

677.46

0.00

2744.26

Feb

2744.26

677.46

0.00

3421.72

March

3421.72

677.46

0.00

4099.18

April

4099.18

677.46

0.00

4776.64

May

4776.64

677.46

0.00

5454.10

June

5454.10

677.46

0.00

6131.56

July

6131.56

677.46

0.00

6809.02

August

6809.02

677.46

1196.28

6290.20

September

6290.20

677.46

3466.62

3501.04

October

3501.04

677.46

0.00

4178.50

November

4178.50

677.46

0.00

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I appreciate my lender taking the time to read my complaint and address my concerns. It seems to me this should have been possible to achieve going through customer support.

***** 

12/24/2014 Billing/Collection Issues | Complaint Details Unavailable
12/14/2014 Billing/Collection Issues | Complaint Details Unavailable
12/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We started our refinance process with Freedom Mortgage the 3rd week of September 2014. We finally closed on the loan on 12/01/2014. At the closing table, the attorney from ******** and **********, phone # ###-###-####, stated that after our 3 day right of recision, the funds would be dispersed into our checking account on Friday, December 5th. The funds never arrived that day, and I was unable to get a straight answer from anyone about where the funds would be. We waited through today, Monday 12/8/14, and I have spent basically ALL day on the phone and computer trying to track down where our dispersement went. We were advised through multiple channels, that Freedom Mortgage sent the funds to the incorrect attorney, and had to wait to have them recalled. Not only was this a horrible, lengthy process, but the company did not deliver on the date they specified in the closing documents. We are thoroughly dissatisfied with this company and the run around we have been given day after day. As of this time 3:17 PM on 12/08/14, the funds are STILL not in the account that the attorney stated that they would be. Unacceptable, and completely unprofessional.

Desired Settlement: It would be amazing, if the company would take ownership of this, and apologize. How dis-heartening that they would contact us as consumers, and THEN give us this run around. Of course it would be professional to somehow be compensated for the time and energy we have put into this, but I doubt that this company has the tact, or insight to take such actions.

Business Response:

Mrs. *******, upon receipt of your complaint I met with our funding department. It appears that they were aware of this problem. The title company provided us the wrong wiring information for your closing attorney. We rely on the title complaines to provide accurate information for their closings, that did not happen in this case. The funds were returned and were disbursed properly this morning.

Please let me know if there is anything else I can assist you with

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate you taking the time to answer my concerns, and I hope other customers do not experience what my family did.



Regards,

***** *******

12/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is the hardest to get in touch with. Phone wait time is extreme....web links are next to impossible...I am just trying to change a mailing address. How hard can that be? I have sent a fax, email, and made calls. The last call, was this AM. Lady told us how to add mailing online. Of course there was no links that she mentioned on website. Also, an automated message came from ******************************* thanking us for our inquiry. Below the salutation was a link: ************ when we clicked on it, a message appeared that it was an unsecured website and not to trust it. I would have been nice if rep just took our info and updated the account right there.

Desired Settlement: Just get a mailing added due to temporary move so we can pay mortgage on time!

Business Response: Mr. ******, I reviewed the mailing address for you loan and it has been updated to reflect
**** ********* **
***** *****, MO 65065

Please let me know if there is anything further I can assist you with


******** ********
Vice President
Freedom Mortgage

12/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I spent over half an hour with Customer service asking for assistance re: login issues to the website to access my account information. Several times the rep told me that her manager informed her that my logon issues were related to firewall issues at my location. I tried several times to explain that a firewall issue would generally result in a 404 web page. When I asked for someone to call me back I was put on hold yet again - when the rep resturned she then tells that her manager had now informed her that there were "sporadic issues".... again I asked for someone from IT/Web support to call me back. The rep then transfered me to the manager who aked me "How can I assist you?" - I asked if he was joking as his tone was very sarcastic. I asked him if the rep had relayed the issues that I was having and he said yes. So I asked him if he was joking and again he sarcasticly answered "How can I assist you?". I asked for his name - he told me it was ***** *******. At that point I simply said Thank You and hung up the phone.

Desired Settlement: I would like an apology from the cust serv manager. I would never handle a call in that manner. I would repeat the issue that was reported to me and confirm a # where I could be reached when the system was back online.

Business Response: Mr. *******, Upon receipt of your complaint I reached out to our servicing department and asked them to review the call and also reach out to you and apologize and assist as needed. They made contact with you on the 20th and apologized and advised that issue would be addressed directly with the employee with whom you spoke. You advised that it was not a good time for you to take the call so the Manager provided you with his contact information should you need further assistance.  PLease let me know if you need any further assistance at this time

******** ********
Vice President Customer Service
Freedom Mortgage Corporation
?

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *******

11/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We closed on our house on Sept. 30, 14. During the closing we were informed that Freedom Mortgage has set-up an escrow account. We informed them in the application process that we DON'T want an escrow. That was fine they informed us. We paid for our home owners insurance and gave it to them before closing. When we found this out during closing, we informed them that we didn't want to close until this was changed. They said it could be changed after the closing, we proceeded with closing. We have email documentation from ****** ****** & *** ******** from Freedom Mortgage stating that this would not be a problem and that it could be changed. We received our first payment on Oct. 28 and it is showing an escrow being pulled out. We have tried to contact the office and keep getting the run around. We have also tried to contact Mr. ******, but no resolution. We have also tried to contact our local agent and he no longer works there.

Desired Settlement: Please waive escrow and return escrow already charged from closing and first payment.

Consumer Response: RESOLVED

11/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a new customer to Freedom Mortgage, my previous Mortgage Company *** *** sold my mortgage to Freedom. I use the bill pay service through my bank ** ******* ****** ****** My first Mortgage payment was made on time toi Freedom Mortgage, my bank varified this, Freedom can not find my payment. I have been round and round on the telephone with Freedom also having my bank on the same call, my bank has given them the transfer number, dates and times and still over 30 days have past and Freedom has still not located my payment I have p[roven to them time after time that they recieved the payment, they reply that they don't have it. Bottom line is Freedom has my mortgage payment. This could effect my credit and I don't want that.

Desired Settlement: I want Freedom to locate and apply my mortgage payment

Business Response: Mr. *****, ******** ********, our subservicer, used the documentation you provided and located the missing payment. The payment was applied to your account on 10/29/14. There was no impact to your credit and the account is paid as agreed.

Sincerely,

******** ********
Vice President Customer Service
Freedom Mortgage Corporation
?

11/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid for the appraisal of my residence for the purpose of a refinance. At no time during the process did the loan officer inform me of the conditions of the appraisal or its usefulness. Having been dissatisfied with their services, I decided to look elsewhere to refinance. When I informed the Loan Officer of this, he then told me the appraisal was non-transferrable. This was not disclosed prior to my agreement to pay for it. I feel this is a high pressure sales tactic and a way to "trap" a consumer to use their services even if they prove to be substandard. The appraisal document actually states Freedom Mortgage has the ability to transfer the appraisal but they are refusing to do so. In addition to the issue of the appraisal Freedom Mortgage extended the Rate Lock Agreement without my knowledge or consent and provided a Revised Good Faith Estimate after they attempted to close the loan.

Desired Settlement: Transfer the appraisal to a lender of my choice.

Business Response: Mr. ***** as you are aware we, at your request, released your appraisal to your new lender on 10/24/14. We are sorry that we could not assist you in closing your loan but we were not trying to trap you in anyway. The rate lock was extended to protect the rate and the new disclosures were sent to your per federal requirements. I hope this addresses your concerns.

Sincerely

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *****

11/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I refinanced my townhouse and the papers clearly states the insurance would now be paid through the escrow. I have now received notice of cancellation because it hasn't been paid. The insurance company has no record of the new mortgage company being responsible for payment, again, the paperwork states they are responsible. When trying to call and talk to someone there is no human operator or customer service representative to help resolve matters such as this. Just endless phone menus that dead end into 'information not available'. I believe this is an attempt to force me into their version of an overpriced mandated insurance policy. Reading reports of this company it seems to be a habit with them, to let policies expire so as to insert their own policy I'll have to pay for this out of my own pocket to prevent cancellation and then will have to check to make sure my taxes have been paid. It's apparent they can't be trusted to keep their side of the agreement from where I'm standing. I was ripped off by ***** ******** in the same manner and will not stand for it again.

Desired Settlement: After I pay this out of my pocket, essentially paying twice,I want my money back, not an adjustment to my escrow or any other fake restitution.

Business Response: Mr. ***, Upon receipt of your complaint I reviewed the escrow history on your account. For some reason the escrow for the hazard insurance was not set up properly. That has since been corrected. The servicing center analyzed the account and refunded you 84.63. The reason that it was not more money was because the money that should have been going into escrow for the insurance was actually posting as additional principal payments. I would need your authorization to reverse some of those payments in order to issue you a further refund. Additionally you were issued an escrow refund in June in the amount of 138.87. This refund occured because the system was not collecting for the insurance and in effect you recieved a partial refund for the insurance premium. PLease email me is you would like any of the principal payments reversed. I can be reaced at *************************************


Respectfully

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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ***

11/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Freedom Mortgage failed to submit timely payment for my home owners insurance, for which they had my money in an escrow account. As a result of Freedom not paying my insurance premium, my insurance company cancelled my policy due to "lack of payment" and would not reinstate the policy. Because it showed my policy was cancelled for lack of payment, finding insurance anywhere else cost me 3 times as much as my previous policy. Because this increase was a direct result of their negligence - they assured me that they would cover the difference of the policies. However, they have since increased the amount they automatically withdrawal from my account without my consent. Despite several attempts to resolve this issue, I have gotten zero resolution. Promises from the company to call back with an update have not happened and they continue to help themselves to money from my checking account which is causing me trouble in balancing my account each month. I should not be assessed this additional expense and no one is resolving this.

Desired Settlement: I would like to ensure that my checking account is no longer being debited for an additional amount for which I am not responsible. My bi-weekly payment WAS $400.94; for the past two weeks they have taken $437.75 which is an additional $36.81 each time. I would like that amount credited back to me as I should not be getting charged for a mistake Freedom Mortgage had made. I've been contacting this mortgage company since March and they have yet to resolve this situation. Please help!

Business Response: Ms.*******, I apologize for my delay in responding but I am still working with the servicing center in an attempt to obtain additional information in regards to your complaint. I will need a little additional time in order to provide a complete response. In the meantime you may feel free to contact me directly at
*************************************


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

Consumer Response: Complaint* ********

I am rejecting this response because: Yet again this company is telling me they will "look into it" as they continue to debit more money than was authorized and more than they are entitled too.  Their system is extremely flawed and there is no reason it should take months to have a solution; the situation is cut and dry and they are the accountable party and need to act as such and resolve this issue.



Regards,

****** *******

Business Response:

Ms. ******* has worked directly with Freedom and the issue has been rectified.

******** ******** **** ********* ******** *******
Freedom Mortgage Corporation

Consumer Response: I need to re-open this complaint as Freedom Mortgage has once again debited an incorrect amount from my checking account without authorization.  Please see my attempts below to have this issue corrected.  Please review the dates/times of the e-mails; this level of incompetency is unacceptable.  Thank you!

10/31/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Freedom Mortgage did not pay my real estate taxes in full and I received a warrant/collection notice with additional fees. The rep told me she escalated it to the Tax Dept and I should hear back within a couple days. Over the next 2 weeks I inquired about the status FOUR times and never once received a response back. Finally I called back and was connected to a manager who said the request was 'pending' and that she'd escalate it and should receive response back in 24-48 hours. That will make this mistake on their part be dragged out for 3 weeks. I am less than satisfied with this mortgage company - I just refinanced at the beginning of the year into this company. I have NEVER had any issue with my Real Estate Tax being paid in full from *********** as my mortgage company.

Desired Settlement: Fees and remaining balance due to incomplete real estate tax payment should be paid in full by Freedom Mortgage. I have not received an explanation yet as to why this happened in the first place, but would like reassurance it will not happen again. I have NEVER been late with a mortgage payment - I should also not have to worry about my mortgage company not paying my Real Estate taxes in full when I'm getting an escrow amount deducted from my account monthly.

Business Response: Ms. ****,

Upon receipt of your complaint I reviewed the closing documents and the loan history. When you closed your loan with *** ******** they paid 772.49 to ********* They also set up the account using 772.49 as the amount for all the following taxes payments. It appears that 772.49 was not the proper amount. The servicing center was using the data provided to us by your lender and therefore assumed that the payment on the *** was proper and that nothing was owed. When you provided docuentation to the contrary they researched and paid the outstanding balance. Late charges and penalties were not paid from escrow but expensed and will be billed to your lender. Please let me know if I can be of any further assistance.

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

10/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have used their email method of contact as well as tried using their customer support on phone to fix the problem of me not being able to use their "advertised and promoted" online payment method. I have not received a tech support call or even an email regarding this situation and how to fix it. However, I did receive a call from their sales dept asking if I wanted to refinance my loan. Today, I was put on hold for more than ten minutes and when I finally got to speak with a representative, they got my information and then just hung up. I do not want to pay their phone fee of $5, but they give me no other way to access my online account, even when given the chance to respond to me for several months.

Desired Settlement: I want a refund for all the $5 fees I have been charged for, because they have given me no other option to pay.

Business Response: MR. ********, I am sorry that you experienced difficulty accessing your account online. It is my understanding that the serivcing center assisted you with this and that you now have access. If this is not the case please let me know and also please advise if they refunded you any of the fees that you paid as a result of not being able to pay on line. I can be reached at *************************************


******** ********
Vice President Customer Service
Freedom Mortgage Coropration
?

10/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They advertise being able to pay the monthly bill online at no charge however, every month the login information does not work and I have to call them. The fee to make a phone payment is $15 which they will not waive even though I prefer to pay online.

Desired Settlement: Fix the service so that it works as advertised or waive the phone payment fee since the online payment option consistently does not work.

Business Response: *** *****, It is my understanding that the loan servicing center re-set your user ID so that you would be able to access the system. If this is not the case and you need further assistance please email me at
*************************************


******** ********
Vice President Customer Service
Freedom Mortgage Corp

10/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I are retired and live in both ***** ******* California and ********, Oregon. We go back and forth with the weather. Freedom Mortgage bought my ** **** for the ***** ****** house on 5-1-14. They said in August 2014 that they sent a Welcome Package to the ***** ****** home in May of 2014. My son received such a packet on 8-5-14 and it was dated 8-1-14. My son is ****** ******* and he lives at the ***** ****** house. The phone # is the Phone listed with our prior mortgage company which was ***********. My wife and I were at the ***** ****** house until 5-25-14, when we returned to ******. We did not receive any welcome packet or calls when we were in ***** ******. My son answers the phone there and has never received a call from Freedom Mortgage. That phone is ###-###-####. On 8-11-14 my wife received a call from **** **** who services Freedoms loans. That is when we first learned the loan and had been bought and we were delinquent. By that date **** **** or Freedom had already reported my wife and I as delinquent. Our credit scores immediately dropped 40 points. We own three houses and have never been late on any of them. We paid May and Junes mortgage payment to *********** and they forwarded them to Freedom. That should have been a clue for Freedom. July and Augusts payments was paid to *********** and they returned those payments to our ***** ****** home. **** **** called us at our ******** home on 8-11-14 and that is first we heard of the loan transfer. We have since brought payments current through September but Freedom refuses to withdraw our delinquent payment report or return our late fees. We have already attempted to refinance our loan because of Freedoms intransigence and their horrible reputation. **** **** Employee ***** #**** representing management denied our requests to withdraw the delinquent report and return our late fees.

Desired Settlement: Withdrawal or retraction of the delinquent payment reports and return of late fees. Freedom and Loan made no serious effort to contact us until after they had reported us as delinquent. That information was available to them. Their complaint record speaks for itself. I can prove with documents everything I have alleged and will forward documents if you request. Also I served in the *******. the *****, and the **** ******** ***** for a total of 25 years. I am a retired ********** ******* ****** Lieutenant and ****** ***** ****** Officer. I have never been treated so badly by noncriminals.

Business Response: Mr. ******, upon receipt of your complaint I asked the servicing center to review your loan history. There does appear to have been an issue with your knowing where to send the payments. In light of that I have requested that the fees be refunded and any outstanding fees be waived. We have updated the credit bureaus to reflect the account paid as agreed with no delinquency. Please allow the bureaus 30 to 45 days to update their system to reflect these changes. Please also let me know if there is anything else I can assist you with


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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******

10/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid off a loan with Freedom Mortgage in April 2014. The remaining escrow balance that is owed to me is $1,310.74. The money was sent to ******* ****** ** prior to the closing and has been sent back to Freedom. I have called approximately 30 times to get the monies owed to me. I was informed in July that a check was mailed and that i have to wait 30 days for it to arrive. I'm not aware of any address worldwide that it takes 30 days. I waited 30 days and called for a check re-issue and was told that i have to wait an additional 10 days for them to confirm that it was not received and cashed before they could stop payment on the check. After the 10 days I called again and still cannot get any information as to when the check would be re-issued. I have been very patient and it has been 5 months with no resolve. The only people that you can speak to are there customer service answering service. If i would have failed to pay my mortgage i would have been assessed charges and penalties. They owe me and i should not have to wait this long on my refund.

Desired Settlement: I would like my $1.310.74 refunded and the check sent the fastest mailing option (overnight). In addition I feel that an apology is needed for this horrible customer service.

Business Response: Mr. **********, I do apologize for the frustration you experienced regarding your escrow refund check. As you are aware I communicated with you via email and the funds were located and a new check was issued. You confirmed receipt on 9/16/14. Please let me know if I can be of any further assistance


******** ********
**** ********* ******** *******
Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** **********

9/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In March 2014 I was notified that my escrow was adjusted and in a shortage of over 3,000 dollars which immediately changed my monthly payments for my mortgage. I contacted the service provider immediately (*** Loan) for guidance on how to resolve the issue. The customer service rep advised me of how to obtain paperwork from the county to submit and stated this was an issue which could be resolved within about 5 business days. I obtained this and submitted to the company in April 2014, called to follow up as advised that this was being processed so that my mortgage payment was back to the original payments agreed upon at closing.The customer service rep at that time stated it was being processed for a decision. I was then mailed a document stating my service provider was changing to **** **** (still under Freedom Mortgage) and that I had to contact them as my loan was frozen and no adjustments could be made. To this day I have emailed and called for guidance on how to move forward. I am being told different things each time and my most recent email went unanswered. The most recent conflicting information was on 8/8/14 when a rep. assured me that I was submitting all the correct information they needed and on 8/12/14 I would have a document in the mail confirming the adjustment, resulting in a refund check. On 8/13/14 I called in as I did not receive anything. I was told no request for further information was made on 8:8/14, the pending issue was they tried to call the ******** office but could not reach them and on 8/13/14 they put in the request in that I should follow up today 8/15/14. I followed up again 8/15/14 to see if they were able to contact the ******** office and they stated the information that is now required will not be available until Nov. and to call back. If this is accurate and the companies policies/requirements I have no problem following back up in Nov. to obtain this for them but how can I be certain I'm being told the correct information?

Desired Settlement: I would like my loan to be adjusted to the contractual agreement at closing. I would also like a refund for the access funds in my escrow account. I have done everything both service providers have advised me to since April 2014. I will still follow up in November as instructed but I don't understand why they cannot adjust my loan to my payment agreed upon at closing within a timely manor. I am trying to be proactive to resolve this issue immediately.

Business Response:

Ms. *****, I am sorry for the confusing information you were getting from the servicing area. Typically we can not adjust a borrower's escrow account until we have an actual bill. I asked the tax department to research and see if they could find any additional information about your taxes. They did so an let me know that they would make the adjustment prior to the bill being available based on the new estimation at the assessors office. The tax amounts were updated and the account analyzed. The new payment is 809.34 and a check in the amount of 2026.17 will be mailed out to you on Monday. Please let me know if you have any questions


******** ********     **** ********* ******* ******** *********** *

9/3/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I currently have a $216,000.0 ** backed mortgage from Freedom Mortgage. In July 2013 Freedom mortgage sent me my annual escrow account review documentation. The documentation informed me my mortgage payment was being lowered from 1404.96 to 1029.63 based on an estimated tax bill of $810.91. I also received the overage funds from my escrow account. When I called the company and told them the estimated tax was wrong as the estimate provided was based on a plot of land with no house and there was currently a house. I informed them the estimate should be closer to $5,000 to $6,000. The CSR on the phone shrugged it off and nothing was changed. I received my annual escrow account review documentation in late July 2014. The document indicated that Freedom Mortgage Co. had let my escrow account balance reach a deficit of $8,712.71. The document informed me that I can pay the deficit in lump sum or over 12 months. If paid over 12 months my mortgage payment would be increased to $2,151.71, over 100% of my current payment of $1,029.63. The document goes on to talk about required escrow amounts and indicates a minimum of $5,000. If this is true how can Freedom Mortgage allow the account to drop below $5,000.00, let alone dip into negative numbers?

Desired Settlement: Due to the extreme deficit I feel Freedom Mortgage should allow for a longer repayment period. If I were to buy a car for $9,000 I'd take out a 36 month loan to pay for it. I feel the same should be true for this since I contacted them after receiving the 2013 statement and explained to them their numbers were faulty.

Business Response: Mr. ******** I submitted your request to the escrow department and they have advised that they did spread the escrow shortage over 36 months as you requested and that the new payment will be $1667.67 effective with the 9/1 payment. I can also offer you a 48 month spread in the event that you would like to take this out a little longer. That would make the payment $1607.16. If you would prefer this please email me at ************************************* and I will be happy to get that taken care of for you


******** ******** **** ********* ******** ******* ******* ******** ***********

8/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had a mortgage with Freedom Mortgage for about 25 months. I just recently (3 months ago) ran my credit report to make sure everything is accurate. I found that Freedom Mortgage has never reported my mortgage or the payments I've made to any of the 3 credit credit bureaus. I have emailed them several times and provided a credit report (at their request). They have done nothing to fix the issue and continue to tell me their is nothing they can do.

Desired Settlement: To start reporting my mortgage to all 3 major credit bureaus and report my payment history for the last 25 months

Business Response: Mr. ****** upon receipt of your complaint I asked our sub-servicer ******** Servicing to look at your account. They advised that a block on your account, which is placed there when the loan first boards their system was never removed in error. They have contacted all three credit bureaus and provided them updates. ******* and ******** are now reporting your history and ********** will be doing so effect after their August cycle. Thank you for bringing this to our attention and we apologize for the trouble this may have caused you.



******** ********     **** ********* ******* ******** ***********

8/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On April 28th Freedom Mortgage took my house payment out of my checking account for May's payment. They are saying that I did not make Mays payment. I have sent them proof that they have taken the payment out of my account by first faxing them the proof (which they lost). So one of the representatives said to email them a copy where it shows they took it out of my account. I emailed them a copy of where they took it out of my account.(I copied and pasted just that payment from my bank statement online) It wasn't good enough they said that I could have made it up myself and they needed and actual bank statement showing where they took it out of my account. I told them I did not have a scanner to copy it and send it and they said fax it and I said no so you can lose it again..he said "you have a ***** phone don't you" yes "well take a pic of it and email to us than" i said so they can say I photo cropped it. Well today I call them because this has been going on since June 7th and I still have not heard anything. They are yet again saying that its not proof enough, *** do they need???

Desired Settlement: I want them to realize that yes they did pull out my May payment in APRIL!!!! I won't even ask for the two 30 dollar non sufficient funds fee i got charged cause they tried to pull my april payment out of the wrong account.

Business Response: Ms. ********* 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.
************* *************
 
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 **** screen). The amount indicated on the bank statement is not the same amount listed on the system for 4/28/14.
 
********  ******** ***  *** **** ***** *** ********* ********
                                       DELETE TODAYS MAINTENANCE ********  ******** ***  *** **** ***** *** ********* ********
                                       REQUESTED BY
                                       PHONE NUMBER
                                       ACCT NUMBER    *************
                                       DRAFT AMOUNT           *********
 
Also according to the information the borrower sent to us, it’s looks that the transaction was a transfer transaction / share adjustment for ********* for account number ******** 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 ******* and this account was last used on 3/28/14.
·         The account number listed in the system on 4/28/14 is ********


******** ******** **** ********* ******** ******* 
Freedom Mortgage Corporation

8/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Not exactly sure where to start. My husband and I wanted to refinance our current home. We went through a Mortgage in *********** The lender I was told was Freedom Mortgage. Everything in the beginning seemed to be moving ahead. then when we were ready to close a glitch occured. The first was in March. The next glitch was in April. The final glitch was the in of May. My problem was necessarily not getting the loan it was the lenghty process and when I questioned my lender he just kept say it is the new laws, without expalining the new laws to me. Really three months is just too long to wait. If they would have done their job at the start we would have moved on to someone else. We are out $430 in appraisal fees due to this not counting the amount of time I spend on emailing dupicate documents. We were told that the wanted a SBL loan lien to be released from our house even though we had shown evidence with documentation that payments to this loan were never taken out of the household account and only out of the business account. Again this could have been resolved at the beginning and we could have stopped. I tried emailing the representative of Freedom Mortgage, but NO RESPONSE!!! I cannot believe how littel regard they treat people. I will be sure to tell people my very poor experience with this company. WE HAve never been late on a payment to our mortgage company!!!

Desired Settlement: I would appreciate the cost of the appraisal back at least. We had evidence of the payments. When I emailed the representative asking what I should do NO RESPONSE!!!

Business Response: *** ****** * reviewed your loan application with the office handling your file. The SBA loan was not an issue at anytime. The biggest issue was with how the loan was structured and the information given to us by the broker. Please see below from the office handling the fil

"Based on the information in ******** (our loan processing system), the file was initially underwritten on 3/12/14 and the file was unable to render due to the debt ratio which caused DU findings to go to an ineligible status.  The underwriter requested verification of the monthly payments for the student loans as credit report only showed these loans as deferred with no payments.  The file was submitted back to the underwriter and reviewed on 4/21/14.  This Underwriter was provided with a new credit report with the student loan payments and other liabilities thus the debt ratio was still not acceptable to DU.  The Underwriter sent the broker the new condition sheet.  The next underwriter review was 5/27/14 and the broker increased the loan amount that exceeded the maximum LTV allowed by FNMA for a cash out refinance.  The Underwriter actually countered the broker to restructure the loan to the maximum LTV of 85% and keep the debt ratio within guidelines.  There was communication throughout the process with the broker. "


The broker has not submitted anything further after the last communication with the underwriter and the file is still in the status of unable to render. We have not closed out the application. I would need the broker to close out the file before I can consider refunding the appraisal fee.


******** ********
Freedom Mortgage Corporation
**************************************

Consumer Response: Complaint: ********

I am rejecting this response because:

My name is ****** ***** 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,

****** *****

Business Response: **** ****** the loan was eventually denied, after your broker advised us that you withdrew the application from them, not because you had a small business loan but because that small business loan was a lien against your house which caused the total loan to value to exceed that amount allowed under the program. Your broker was aware of this and should have explained that to you. In my last response I stated that I could not refund the appraisal fee until the the broker updated us on the status of your application. I also provided my email but I never received an email from you. Because I now know that the file is closed with us I will authorize the refund of the appraisal fee. Please allow 10 to 12 business days for the check to be mailed to you.

******** ********
Vice President
Freedom Mortgage Corporation
?

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The main concern is the shortage of the escrow in my mortgage account *******. The company states sent a letter in the middle of March stating that my account was short in escrow due to an increase in insurance. It requested $644.57 to be applied. The company was contacted on 3-14-14 and would wait on word from them. I was told that an overage check of 982.61 was sent to me which was not. It would take 10 days to review it and then if not it would be sent. I called back late april, early may to ask about the check. I was told it would take 7-10 days to review because it had not been done. The check finally arrived in late May and sent $650 dollars to cover the $644.57 that the escrow account was short. I called back 5-31-14. The check had not been deposited to escrow. Called back middle of June money had not been put into escrow. I was told to wait 3-5 days each time i called for the escrow dept to review. I was told it would all be done by June 1, 2014. I called back 7-1-14 and no resolution. I was told that I was short another 600 dollars because of the insurance. I have called the manager ******** ******, I have talked to many people for months and no resolution. They asked for 644.57, I sent 650, why am I short? My insurance company notified them of the increase back in February and the company did not make the adjustment to my monthly payment to reflect it. Since the check had not been cashed or sent prior, why take the money out and not apply it to the shortage. The company had the information to do a full analysis with the increase of insurance and failed to adjust accordingly. On the annual tax statement it says what was paid early on and showing an escrow refund back early in the year, yet it was not sent in time.

Desired Settlement: Th escrow needs to be adjusted and made whole as I followed what was stated in the request. The fees accrued so far need to be taken off as it was not my fault that things were not adjusted accordingly. Once the escrow is made whole then adjust the monthly payment with the new insurance premium of $1670.58 of which my insurance company will sending the new adjustment. The fees accrued should be taken off. We need to know immediately because there is a payment outstanding and we were told it would not be late until July 16. The company should communicate better when increases occur and adjustments are made and not blame the system. The computer is only as smart as the person who programmed it and someone can make changes if needed. I hope for a prompt resolution to my concern.

Business Response: Mr. **********,

Upon receipt of your complaint I asked the escrow department to review your escrow account. Please see their response below. It seems that you have ahd regular increases in your homeowners insurance that is creating the escrow shortages

When his account was first escrowed on February 15, 2013 (prior to any disbursements):
·         Insurance premium estimated as: $1025.24 ($1366.28 disbursed 2/20/2013) – diff of $341.04.
·         Property tax premium (based amounts disbursed for 2012) - $2388.45 ($2414.91 total disbursed 11/2013) diff of $26.46
 
When his account was escrowed on February 24, 2014 (prior to any disbursements):
·         Insurance premium estimated as: $1366.28 ($1872.72 disbursed on 3/25/14) – diff of $506.44
·         Property tax premium estimated as: $2414.91 (unsure of premium until next bill is received)
 
Although he paid the shortage, this time, if they reanalyzed his account today, he will still have an additional shortage of $540.71 due to the fact the insurance increased again this year.
If they take his payment down to $847.11, he will have even a larger shortage when his loan is reanalyzed next year.

Please feel free to email me at ************************************* if you have any further questions

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

Consumer Response: Complaint: ********

I am rejecting this response because:

I don't content that there was a shortage due to the increase.  My issue is with the fact that your letters stated that with the payment of 644.57 I would be even and would end up paying 847.53 or so for the monthly statements.  You informed me, I followed the rules and now I am still behind.  The other issue is the fact after the analysis was done you did not take out the increased escrow of 454 and cents to make sure that I was caught up.  You ended up taking it out two months later which would put me behind.  I kept calling since March to get it resolved and would not get it resolved.  I have had no calls regarding the account even when there were issues.  What I did receive last week was a delinquency notice which was caused by your lack of effort to help me with my account.  I was to receive a call from ******** ****** and to this day no call so that you could reform your methods of customer service.  As you may notice I have had to pay so that you don't take my account into further legal matters which basically means I am out of luck because you control my credit basically.  Your company did not follow through on the process as stated in your letter communication and then through it at me that it was my fault.  My insurance decreased by at least 200 dollars as your rep asked me to contact them to reduce it and now the escrow department denied a reanalysis so that it could reflect the change.  So I am being charged more than it should be.  The insurance change was sent to you 45 days before it was due so you knew full well that there was an increase and yet you did not inform me then.  You expect me to know everything that is happening with my account.

Another issue was the escrow money your company took out of my account while knowing that there was an increase in my insurance.  You apparently sent the check a year ago and never received it.  The check was received in the middle of May 2014, I sent back the amount stated in your letter and never heard back.  I had to take time each day to try and reach someone and would not get answers.  I did report this matter to my attorney general consumer office because this was very unfair and for months I was moved from one place to another without a resolution and not once did your company take fault for their lack of oversight on my account when it makes perfect sense that you would give me the final monthly payment once the money was sent.  At that the 650 dollars that I sent was placed in my principal and not escrow, that took a month to resolve.  

The fair resolution to this matter is that your company reimburse the money you failed to take out for the escrow for the months of March and April which caused a further shortage.  Now my payment is 900.32 another 50 dollars more.  I made a request and will reiterate it again that NO MONEY is taken out of my escrow account regardless of an overage.  Leave it alone.  Also that you call me when there are issues and not wait for me to find out when you are the ones in charge of my account.  I can't make changes or modify because you control the system.  

I have never had an issue with my mortgage until I switched to your company.  I encourage you to embrace Continuous Improvement as a model to change your practices.  In my area of work I do communicate with my team, we work to resolve the issue.  

I will await your answer to resolve this matter and make me whole.

Regards,

**** ******* **********

Business Response: Mr. **********,
 
Mortgage escrow accounts are analyzed once per year, Texas accounts are analyzed in February. Your insurance premium is payable in April. We analyze your loan based on the projected disbursements. It is not possible to know in February what the April bill will be and we can not reanalyze just because a disbursement exceeds the anticipated amount.
 
The state of TX requires the analysis to be completed each year in February with a new payment effective date for April of current year; unfortunately your insurance disbursements are disbursed within the same month or the following. Escrow analyses are done annually according to the state in which you reside and when we analyze your account, we have only the figures from the prior year disbursements for the analysis, unless the premium payments are disbursed prior to the loan being analyzed.
 
On July 18th a representative from the escrow department contacted you and went over the escrow account, the schedule of the analysis how the shortage was based off of the increase from the 2013-2014 policy and how the new shortage is from an increase in his 2014-2015 policy. You agreed to have your account re-analyzed out of term which will allow for the collection of funds for the new higher insurance premium. The new payment is 913.30 effective with the 9/1/14 payment.
 
There is nothing to be refunded as the increases in the payment and the shortage in the escrow account were a result of increases in your insurance premiums. We can not watch your account as you ask in your letter, it would be nice it we could but that is simply not possible. I would suggest that when it comes time next year to pay the insurance premium and if the premium once again increases, that you contact the servicing center and request that the account be reanalyzed at that time.
 
 
******** ********
Vice President Customer Service
Freedom Mortgage Corporation

Consumer Response: 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 2014 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 644.57 short and now I have ended up paying them more than $1100 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 30 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,

**** ******* ********

7/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been paying my mortgage well before time every month since I have been with Freedom Mortgage. Since March 2014 - I have been trying to refinance my mortgage, In May my new lender asked me to obtain Verification of mortgage document from Freedom Mortgage. I sent this request right away to Freedom mortgage as urgent request so I could complete the refinance in May 2014 itself. When I contacted freedom mortgage's servicer Loan Care they gave me different information on 4 different instances. Some one said 2 days, someone said 5 days and then someone said upto 9 days. With this I ended up getting delayed with refinance closing till June 16th. Also, When I spoke to a "supervisor" back in May he said If my refinance happens after due date of the month, they will waive off the $207 late fee charge. I am already required to pay Full months interest and PMI for month of June, Now Freedom mortgage wants me to also pay Late charge as well, which was promised by "supervisor" that it will be waived since I am paying off the loan in full, paying full months interest and PMI and it does not make sense for me to pay a "Late fee" as well. I called customer service twice since yesterday, and spoke to new "supervisors" and they are not waiving the late fee charge. In this world and age it seems really UN-ethical to charge a late fee on a loan that is paying full month's of interest and PMI where as Loan was just serviced for less than 20 days and also my closing was delayed by a month which costed me over $2000. Also, when speaking to Customer service and Supervisor at Loan care (freedom mortgage servicer), folks were very rude on the call and simply denied to help or listen to the problem. I will advise everyone in friends and family to stay away from freedom mortgage. My Loan # with freedom mortgage is *********** I am requesting BBB to step in and help.

Desired Settlement: I am looking for freedom mortgage to refund me Late fee charges and also compensate me for 1 months for Interest and PMI that I had to pay because Freedom mortgage did not provide *** document in time and my closing was delayed due to that.

Business Response: Mr. ***** I apologize for the frustration you had with our servicing center. Please be advised that I have submitted a check request to refund to you the late fee on your account. You should receive the refund in about 7 business days via regular mail


Sincerely

******** ******** **** *********
Freedom Mortgage Corporation
*

6/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a post card in the mail with most of my social security number listed as the PreApproval number. That is a breach of privacy and really inappropriate.

Desired Settlement: 1) I do not want anymore post cards from them and 2) I want to know how they came up with the PreApproval Number and 3) where did they collect my information from?

Business Response: Ms. *****, the information on the solicitation comes from the credit bureaus and is not obtained using a social security number nor is one provided by the bureaus. ******** supplies this type of information to third parties but only provides name and address. The pre approval number is randomly generated by a computer and it is a coincidence that is resembles your social security number. We have removed you from our markting list. To be removed from ********** list you can call ###-###-####, this is ******** and they will ask you for your social security number to identify you. If you are not comfortable with this you can send the request in writing to:
********
*******  ** ** *** ***
****** ** **********
 

******** ********
Vice President Customer Service
Freedom mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****

6/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This mortgage company is the worst company I have ever dealt with. There web site for payment is confusing and slow, when you post a payment they take over 10 days to post it to your account. In April they double billed me on the dates of 4/29/14 and 4/30/14. When I called to have them fix the issue, since it left me with $15 dollars in my account a supervisor stated it would be returned to my account within 3-4 business days. When it did not arrive I called again, and they said they sent it to their processing department and I would have a check mailed to me in 10-14 business days... which left me with no food for 2 weeks. They lied and deceived me about addressing the issue in a timely manor. Now once again in May they have done the same thing with the double billing. I scheduled a payment on 5/23/14 dated to be taken out on 5/30/14. By 6/2/14 it still had not posted to my account, so I thought they never received it. So I posted another payment (to avoid a late fee since I have never been late on a payment, or missed one) on 6/2/14 and it posted to my account the very next day. But then today they withdrew another $569.73 on 6/4/14. This is poor employment practice, now I have to fight them once again to be refunded, Look for a new mortgage company because the aggravation of dealing with this company is putting me in anxiety attacks, having to take medication for the, and the stress its causing on me, by not allowing me to feed myself, going hungry for weeks, living check to check (which they are aware of and do not care.) I deserve to be treated better both as a human being, and having an outstanding payment history with them. This is no way to treat customers. Plus I have the screen shots from my account and multiple email back and forth as proof as proof. They never give a name in response only use the term ********************************

Desired Settlement: I would like the $569.73 re-credited to my account ASAP, not wait 2 weeks for a check in the mail. They withdrew it from my account with no problem (double charged me 2 months in a row) so I do not understand why they can't credit it straight back in, like every other business I have dealt with does.

Business Response: Ms. *****, I reviewed you account history and also the comments you had with the customer servicer representitives. It seems that you made duplicate payments in both May and June via the website. When payments are made on the website they post to the loan on the effective date but take a few days to actually be processed out of your bank account. As long as the payment is showing on the mortgage history it will be debited from your bank account. The last comments in the system indicate that you advised that servicing center that you no longer wanted the payment refunded and that you would make your next mortgage payment in August which is the current due date of the loan.

Please let me know if there is anything else I can assist you with


******** ********
Vice President Freedom Mortgage

Consumer Response:
Complaint: ********

I am rejecting this response because:

They information regaurding the double billing did not show up untill almost two weeks after i sent the payment. That is not how a bussiness is run, and so on 6/2 I sent a second payment because of no reply from freeddom mortgage from the first payment. I was under the impression the never recieved the 1st payment. I have never been late or missed a mortgage payment, and have never dealt with a company who takes so long to handle any situations. I called them as well on 6/2, spoke to a supivisor and they said I should be mailed a check in 7-10 bussiness days... Which once again they DID NOT! Their excuse was it took them that long to process it, and i should wait another 7-10 bussiness days to recieve the check. At this point I told them just to keep it and use it as July's payment. Apperently they have no probleum in taking peoples money, yet give them the run a round when it comes time to send it back due to lack of efficancy on their company's behalf.

I am getting ready to sell my house SOON, AND YOU CAN BET I WILL CHOOSE A DIFFERENT MORTGAGE COMPANY!!! I also sugest to anyone out the in the real estate marked, to STAY AWAY FROM FREEDOM MORTGAGE... unless you like to be lied to, played games with, and strung along, by a VERY UNPROFESSIONAL SECOND RATE BUSSINESS!!



Regards,
********* ***** ********* *****

6/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company assumed the mortgage and have miscalculated the escrow withholding. I have provided the tax information as well as the forms from the previous mortgage holder and still receive no action. I have spoken to customer service representatives several times that acknowledge the problem but refuse to let me speak to a supervisor or provide contact information for someone of higher authority. I have been told again and again that someone will contact once the case is reviewed and it still has not happened. My account website shows the correct anticipated tax and insurance payments yet the escrow witholding is is almost $2000 higher annually than required than . The result is a higher monthly house payment and aditional financial burden on my family. I have filed a complaint with the ******** ************** and they contacted me and said they would make an inquiry but I have seen no action.

Desired Settlement: I would like the monthly escrow withholding adjusted and a refund of excess withholding as was identified by the previous lender.

Business Response: Mr. ******, I have reviewed you complaint and also the loan closing documents. When your lender, ******** ********* ******** closed your loan they were using an estmated annual tax amount of 4415.88. That is what was sent to the servicing center and why the monthly payment reflected the higher amount for taxes. It appears that you provided the sevicing center with documentation supporting the lower amount and they have since adjusted the tax information and lowered your payment based on that data. I see that the mortgage payment, effective 7/1/14 is now 1754.64. I hope this resolves your issues


******** ********
Vice President
Freedom Mortgage Corporation

Consumer Response: Complaint: ********

I am rejecting this response because:

There is no mention of refunding the excess withholding.


Regards,

***** ******

Business Response: An escrow refund in the amount of 938.88 was sent via regular mail to you on 6/16/14. You should have that in a few days.

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I decided to refinance my Adjustable rate mortgage, to a fixed Rate. I closed on my new mortgage on 3/21/2014 (signed contract). Because of the closing date I was advised that I would miss April, and May payments. May 2,2014 ****** ******* from the closing department called me and advised that when the sent a payoff to ***** for my previous note there was a 1,300 dollar shortage, and If I could make my April Payment, my first payment to **** **** would now be July 1st. I made the April payment as I agreed ( Already closed loan 3/21/3014). Documentation arrived from **** ****, I called and checked my account status, they stated my first payment would be June 1st. I have numerous attempts to contact ****** ******* (closing department manager) to make arrangements to correct the 1st payment, he has not returned my call. I did reach out to ******* ****** , assistant vice president of sales, he has assured me that they are aware of the situation, and are looking for a resolution, someone will call me shortly, no one ever calls. I spoke with ****** ********** works in the recovery department, he assured me I would get a call assuring me resolution, no one ever calls. When I attempt to call him back to check on the status, I always get his voicemail. I have left cordial voicemails with everyone mentioned, no one has called me back. I did get a nasty letter from ***** threatening foreclosure, wanting personal information to make a determination if they would allow me to keep my house, all because of Freedom Mortgage not calculating the correct payoff amount, and finally paying the note in full the first part of **** (thanks to me assisting with the April payment, I was advised I could miss).

Desired Settlement: I would like for Freedom Mortgage to change the 1st payment date to July 1st, 2014, or refund the money I made for the April payment that I was not required to make, and I will credit that to a June 1st payment. I would also like for them to provide me a letter in writing explaining the situation, and this mortgage issue was not the fault of myself. Lastly I would like to ensure this situation does not go against my credit rating. An apology would not hurt as well.

Business Response: Dear *** ******  
 
Upon receipt of your complaint I reviewed the events surrounding the closing of your refinance and the payoff of your loan with ***** who was servicing your existing mortgage for Freedom Mortgage Corporation. It seems that there was some miscommunication in regards to the payoff of the mortgage. The payoff was short due to an outdated payoff figures but this was not realized until after you had been asked to make the April payment. It was wrongly assumed that the shortage was due to the April payment having not been paid. I spoke to the individuals involved and they advised that once the correct reason for the shortage was determined we refunded you the April payment, which was $908.00 and then sent over to ***** the remaining monies needed to complete the payoff of the loan out of our pocket as this was an error on our end. Attached is a copy of the check which you should have received by now. Your first payment on the new mortgage will start 6/1/2014 and there has been no negative impact on your credit.
 
I do apologize for this situation and the frustration that it caused you.
 
Please let me know if I can be of any further assistance or if you have additional questions.
 
Sincerely,
 
Roseanne G*******
Vice President Customer Service
Freedom Mortgage
*** ******** ****** *** *** ******* ** ***** ************ * ****

6/3/2014 Problems with Product/Service | Complaint Details Unavailable
6/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom has raised the escrow payment due claiming a shortage in December 2013 (the third payment after the loan origination). I have continued to make my payments based upon the originally established escrow + P&I/PMI (of note is that the loan originated at the end of August / first of September of 2013 -- Less than 1 year ago). Freedom was accepting the payment and applied same for January 2013. With the February, March, and April payment, Freedom continued to accept the funds but did not post the funds to my account and went on to indicate the payment was past due. I provided a detailed spreadsheet illustrating that my escrow would never fall below a positive balance of $729.35 based upon due dates for taxes and insurance payments. I further illustrated that even if Freedom paid every invoice a month early, I would still never become negative. I have had numerous phone conversations with their Customer Service Representatives and some supervisors to same. During each of the numerous calls the CSR and Supervisors indicated they would expedite the escrow departments review after lengthy discussions changed my past payments to apply to the account. I actually received an email indicating I would have a receive a response within 10 working days after my first email dated March 26, 2014. No response has been received to date and customer service only states they will expedite the issue with escrow (they do not permit the customer to speak to the escrow department directly to resolved any discrepancies) I have sent two additional emails to customer service last week without so much as a ticket number or reply. One of their supervisor ******* *****), very professional and knowledgeable , assured me I would get immediate replies with a ticket number for tracking on each email and he would send a notice to expedite the escrow analysis. In discussions today, no progress has been made despite my request on March 26, 2014. Escrow department will respond.

Desired Settlement: Escrow to evaluate my information and respond in writing via mail and email. My payments be applied on the date payment was received by Freedom Mortgage, rather than the date a supervisor finally applied it (as much as a month later). My last emails were to respectfully request I be permitted to pay my own insurances and taxes to completely eliminate this as an issue. Cease to denote the account as past due when every payment has been received early, accepted by Freedom and placed in Freedoms Financial Institutions account. Respond to my correspondence and allow me to speak to the actual escrow department. To refuse to reply to a customer and to refuse to allow the customer to speak to the department in question seems absurd and does not move towards reconciling the issue. The above could be and should have been quickly resolved by Freedom Mortgage providing the past due responses to my correspondence in writing via MAIL & EMAIL.

Business Response: *** ******* I am in reciept of your complaint and am reviewing your escrow account. It seems that an analysis shows that you have a shortage and as a result your 4/1 payment was not enough to complete the required payment amount. A payment must be for the full amount due otherwise it will post to a suspense account. In looking at your account I see some mention of a new insurance policy or an adjustment to an existing policy. Is this correct ? Was the premium reduced ? This may help with the shortage but I do not have enought information. Can you email me at ************************************* with answers to these questions or provide them to ***** ***** who I believe is also working with you on this issue.

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

Consumer Response:
Complaint: ********

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 ***** *****, 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.  *** ***** 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,

******* ******





























Business Response: Dear *** ******

We are in receipt of your complaint and appreciate the opportunity to respond to your concerns.

Upon receipt of your dispute I asked the escrow department to further review your account. When you loan closed the initial escrow disclosure shows that the title company advised that your taxes were to be paid in December and June, however they really needed to be paid in November and May in order to be on time at the tax office. This difference in the payment date impacted the escrow account essentially making it one month short. Additionally since the loan closing your taxes have gone from 3484.60 annually to 3611.56, an increase of 126.96. As a result of these two things you had a shortage in your escrow account. The payment which you were sending were not a full payment based on the analysis and were posted into suspense (this does not allow additional interest to accrue on your account since this is a fully amortizing loan not a simple interest loan, your interest is the same if it posts on the first day of the month or the last day of the month).

I asked that your account be analyzed removing the 2 month cushion. Doing so results in a new payment of 2328.69 effective with the 6/1/14 payment and provides you a refund from the escrow account of 361.90. The increase in the payment is due to the increase in your taxes. All late fees on your account have been waived as well.

Please let me know if I can be of any further assistance or if you have additional questions.

Sincerely,

******** ********
Vice President Customer Service
Freedom Mortgage
*** ******** ****** *** *** ******* ** ***** ************ * ****

5/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in January of 2014 I did a refinance of my home thru Freedom Mortgage. Before my refinance I was making payments to ***** ********. I closed on my refinance on January 28, 2014. I was told by there representative that I would not have to make my March payment because of the process of loan processing. January 29 I made my February payment. I called later in the month of February just to confirm that I didn't have to make a March payment. Their representative confirmed that I did not have to make a payment for march. Fast forward to april I start receiving letters and phone calls from ***** ******** that Im behind in my payments. I tell ***** that according to Freedom I didn't have to make a March payment. ***** tells me this is false and I did have to make a payment. I contacted Freedom Mortgage. The first rep I talked to said that ***** was wrong and its there problem. I emailed *** ******** the representative who I talked to about the refinance. She passed my email to a David A**** who said to give him a couple of days to look into it. Its been over 3 weeks. I have received no response to any of my emails or my calls to *** ***** and I doubt that I will

Desired Settlement: I just want some kind of email acknowledging that they screwed up or lied or whatever. I want them to correct this mess. If I have to pay ***** for any late charges I want to be compensated. Sick and tired of these big companies screwing us little guys and getting away with it cause we dont have the money to hire lawyers to make there lives hell. Just like the hell Im going thru with all these phone calls and letters from *****. Ive always paid my bills on time and I take pride that I do. Times are hard and this has really really messed up a lot for me. No one should be treated this way

Business Response: *** ******, I have reviewed your complaint and alsi I have gone over the emails you have been exchanging with David A**** here at Freedom Mortgage. You colsed on a refinance on 1/28/14, at that time your existing loan with ***** 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 *****. You should have been refunded that payment by ***** after your loan paid off. Your new loan, which is also serviced by ***** had a first payment due on 3/1/14, as evidenced by your note. That is why ***** is calling for the March payment. David a**** 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.

******** ********
Vice President
Freedom Mortgage Corporation

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom mortgage has incorrectly advised us on the process to obtain a mortgage and on the day of settlement. Check out their facebook page to see the negative comments on their page.. However 1st i was informed of a total of how much i would need at settlement. Everday it keeps increasing by a thousand where i was advised by the rep to get a gift loan. every day we have gotten over 5 gift loan, then she told me i can have those gifts deposits as cash.. wrong no you cant. They couldnt give us an explanation of why the amount keeps increasing.They waited for a day before closing to ask for Social Security card, Alien Card Drivers liscense, paystubs. the day of settlement they wanted more money. They advised us to closed one credit card. which hurt our scores. the Staff there were on all diff paged i spoke ith many supervisors and CEO and they all had something different to say. Freedom is very unorganized. very. staff seem incompetent. not sure of what they need to tell customers and by the facebook comments i am not the only one that got screwed over on my settlement day with no mortgage. When their reps mess up wether not getting what they are suppose to get, they dont say sorry or assume respondsibilty, they brush it under the carpet and try to push it off on the customer. NO repsect. No communication. No value in its customer

Business Response: *** *****, I would be happy to address your concerns however I can not locate the loan file you are referring to with the information you have provided. Can you please give me the primary borrower's name or the subject property address ?


******** ********
Vice President Custoemr Service
Freeom Mortgage Corporation

5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently re-financed my loan and this is the company the services it. I have *** monthly taken out for my mortgage. Recently I noticed that my mortgage had increased $39 from the previous months. I decided to call to ask someone more in depth about this occurrence. Upon trying to contact this company I found that they had the worst customer service I had ever encountered. I was put on hold several times and could never get an answer as to why this increase took place. I had to call over 7 times and waited on hold for roughly an hour. This company is terrible to deal with. Come to find out, they did not take enough at closing to cover the insurance and/or escrow so my payment increased. I would steer very clear of having this company service your mortgage.

Desired Settlement: I would like another mortgage company to handle this mortgage!!!!! I recently had ** **** and they were great, no problems what so ever.

Business Response: Mr. ******, I am sorry that you had a frustrating esperience with our servicing complany. I took a look at your escrow account and what appears to have happened here is that the title company advised that your taxes were to be paid in June and January when in fact they need to be paid in May and December. Because of the differences in the disbursements dates funds would be short one month when the payments were to be made, additionally your insurance company sent a bill in the amount of 48.00 which needed to be paid. This was an unexpected disbursement which added to the shortage. The total shortage on the account is 422.80. Because the shortage was a result of a miscalculation on the part of the title company I will be sending 422.80 to your escrow account to remove the shortage. I hope this meets with your approval


Please let me know if there is anything else I can do for you


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

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ******




















5/20/2014 Delivery Issues | Complaint Details Unavailable
5/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My mortgage company was recently changed from ******** to Freedom Mortgage (my original mortgage was through ******* Since my loan was changed to Freedom Mortgage, they've sent me an adjusted amount for my escrow account claiming that I was going to have to pay an additional $1,200 yearly, which I could pay as a one-time fee or have my monthly mortgage raised by about $350.00. I contacted them with questions about the bill and let them know that they were charging me for my county taxes four times instead of twice. They wrote this off as a computer error, however, I have two other friends that also have Freedom Mortgage that the same thing happened to them. Either way, my mortgage was going to go from $1,498 to $1,755 if I didn't contact them and got the situation solved. I've contacted them now seven times since March 6, 2014. It is now 16 April 14, and I have yet to have any resolution to this issue. I've spoken to customer service five times, and twice with supervisors. I've even been given supervisors numbers and told that the situation would be solved in three to five business days multiple times; however, it has yet to be solved. I also had my lender contact them with me as my personal representative and walk them through the process on how to find out what my county taxes are and how often I have to pay them. Based on the bill, they have my yearly county taxes estimated correctly, they just have the same amount coming out four times instead of twice. Either way, I'm now 15 days late on my bill because this issue has not been resolved. If it doesn't get fixed soon, I will have no choice, but to get a lawyer involved.

Desired Settlement: I just want to have my bill adjusted to reflect the correct amount so I can pay my bill like I've been paying for seven years now. This is the latest I have ever been on a bill and I'm afraid they are going to report me to a credit agency and ruin my credit because of something they did.

Business Response: Mr. ******* I apologize for the frustration you experienced with your escrow account issue. The tax error was corrected but it seems that the analysis was never completed. We have since had the anaysis completed. Below is the new payment amount effective with the 5/1 payment:

P&I 1,319.22
ESCROW PMT 198.75
SHORTAGE 46.77
A&H .00
OTHER .00
TOTAL PMT 1,564.74

Please let me know if I can assist further

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ********













4/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am due an escrow account refund for $3823.30. I was notified 1/27/13 and told I would have the refund within 30 days. By first week of March, refund had not arrived. Called them, told they would re-issue the check. Arrived15 days later. I deposit and find out 10 days later that it bounced due to stop payment. I call on 3/31 and am told they will overnight a check. No check so I call 4/2. I'm told by supervisor ******* ******** that she will have answer and call me back that day. No call. I call 4/4 and leave *** ******** a voicemail. No return call. I call 4/8 and speak with different supervisor *** *******. He tells me he will research and call by end of business. No call. I don't know what else to do. I called 2 more times on 4/8 and was "disconnected" both times with no call backs (they have my number).

Desired Settlement: $3823.30 owed, $12 returned check fee for check that they stopped payment on, $60 in overdraft fees, interest = to the 4.375% i pay them for their money for period of 1/27/14-current date of check. Overnighted

Business Response: *** *****, I am sorry that you experienced frustration in regards to your escrow refund, it seems that the intial check was stopped but not before you had deposited it. I would be happy to refund any fees you incurred but would need some supporting documentation to provide to my accounting department. Please email this to me at *************************************. In the meantime I believe that you should be in receipt of the replacement check. It was sent via overnight on the 10th and left at your front door by *** on the 11th. If this is not the case please let me know.

I hope this addresses your issues

******** ********
Vice President
Freedom Mortgage Corporation
?

4/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When we first refinance with mortgage, it took 6 months to close the loan. When we closed, our payment was about $1500 a month ($1000 to P&I and $500 to escrow). So our 1st Payment was due on 5/1/2013, we paid that. Everything was going fine until August. In August we stated our payment will be going up to $2125 amount October ($1000 to P&I and $1125 to escrow). Basically, our escrow payment more than doubled. They say that I will have a shortage in 2014 and they need to raise up my escrow. This doesn't make sense so , I analyze the escrow statement and I notice that they were planning to $2500 in school tax every quarter (March, June, September, December) in 2014. School Tax was suppose to be paid once a year at $2500 in December. Once I saw notice this, in August, I called Customer Service up to get it corrected (somewhat). It took over 3 months (August to end of October) and we calling about every 10 days to see what is going on. They back date everything and remove late charges and I was up to date as of November. Now it is November : They say they corrected itand now our payment is $1700 a month and NOT $1500. We asked why, they say they don't know why. We received a letter with new escrow analysis and it stated I am short and I need to pay $200 in shortage a month. We look at the letter and it show that a payment is due for school tax for $2500 in March. In November, we call Customer Service about the Escrow mistake and they say then look at it. They finally adjusted that our payment is $1500 after we been calling about every 10 days from November to middle of March (over 4 months). Since it took over 4 months and they say that we are 2 months late on our payment due to not paying full amount and late fee. They will now back date the correct payment to November. All this time, I been over $1500 a month. We have $1600 in limbo because they wont not apply payment until it reach $1700. All issue is due to Escrow Department Incompetent.

Desired Settlement: Apply the correct payment of $1500 a month since October, credit back all fee charge, and make our account current. Our payment was suppose to $1500 a month when we refinance.

Business Response: *** ****** upon receipt of your complaint I asked the escrow department to review your account and address your concerns. Below is the response I received:

The borrower's account was analyzerd on 4 seperate occasions since the loan was acquired on 3/22/13
The first 4 analyses that were completed did not have the correct or full tax information
The loan was analyzed on 4/3/14 and indicated a shortage of 606.68. This analysis was done in order to make the payment effective 2/1/14 instead of 4/1/14. The payment chaged to 1153.80. The loan is currently due for the 3/1/14 and 4/1/14 payments.
The late fees that were paid in Jan and Feb will be sent back to the borrower as a refund check. The deliquency that was reported in Feb has been removed showing the account was paid as agreed for that month.

Please let me know if you need anything further. I can be reached at *************************************

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

4/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved into a new home in August 2013 and my mortgage company is Freedom Mortgage. I left my job last month due to some ongoing issues there, and had two weeks where I was not working. I immediately informed Freedom Mortgage a few days after my last day at my previous job that I would have difficulty paying my April 2014 mortgage payment (by making a phone call to customer service at approximately 1015 am central time on 3/27/2014 and speaking to a customer service rep then a supervisor). The supervisor informed me that she could add the payment to the loan, which I was relieved about and that she was notating my account. I informed the supervisor that I would also need to remove my autopay mortgage payment so the payment didn't bounce in my checking account. The supervisor stated that she could not do it over the phone (and for some reason, customers can only add autopay online, not remove it), so she informed me that I needed to send an email with a request to remove the autopay and it would be addressed within 24 hours (I was worried and I remember asking the supervisor to confirm that someone would definitely make sure to follow up timely). I did not receive any call, any email, nothing until 10 days later, so I contacted my bank to instead do a stop payment on it. I tried to contact Freedom Mortgage numerous times (even tried to contact their corporate offices and kept getting a busy signal) during the 10 day time period. Today, on 4/12/2014, I got a letter from Freedom stating that due to putting a stop payment, I owed the mortgage payment, a late fee and a return check fee due to the stop payment. That is not going to happen as I not only informed Freedom Mortgage of the entire situation, but they didn't follow up like they were supposed to. Additionally, I have received numerous emails and phone calls from individuals from Freedom Mortgage (during this time period) re: a current refinancing I am doing and I requested help from them too. No help was received

Desired Settlement: I would like an immediate adjustment to my account, removal of the late fee and stop payment/return check fee that shouldn't have had to be added in the first place had Freedom Mortgage returned my email or phone call as stated they would. I was charged a $30 fee through my bank as it is that I shouldn't have had to pay. It would have been an even bigger mess if I HADN'T put a stop payment with my bank. I don't understand why the employees at Freedom Mortgage just couldn't have removed the autopay over the phone as that would have prevented all of this from going wrong in the first place. I attribute it somewhat to laziness. I would also like for Freedom Mortgage to immediately apply my April payment to my loan as they stated they would on my phone call on March 27, 2014 and provide documentation as well as an apology and documentation that this type of oversight will not occur again.

Business Response: *** *******, I apologize for the frustrations you had with our servicing center. As you are aware we corresponded and the late fee and NSF fee have been removed and I requested a refund for the 30.00 charge from your bank. I appreciate the opportunity to assist you and feel free to reach out to me at anytime in the future.


******** ********
Vice President Customer Service
Freedom Mortgage Corp

4/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Here is a little background that may help us resolve this issue: My husband is a retired civil service worker from the Veterans Administration. A few years ago we secured a VA home loan that was immediately sold to GMAC which is now in chapter 11 bankruptcy. For a while we were being serviced by ****. As you probably know, **** desired to rid itself of its mortgage operations. Our loan is now being serviced by ***** Financial Services. For the past few months we have received numerous calls and messages from Freedom Mortgage, soliciting our business. ***** and Freedom Mortgage claim to have a partnership with each other for streamlining VA loan refinancing. We have told Freedom, on the few times that we actu**** talked to them, that we are not interested in loan refinancing through them. On Friday, April 4, 2014, we received via priority mail, a loan package from Freedom Mortgage. It includes a large folder containing loan application documents, filled out with my husband's and my name, address, and information in regards to our current home loan. We did not solicit this package. We are concerned that should we desire to do a refinance with another company, it will appear that we already have a loan request in progress. We wish to make it perfectly clear to Freedom Mortgage that we do not desire to refinance with them. Furthermore, we want an acknowledgement from the company that we did not request a loan through them.

Desired Settlement: No more calls, soliciting our business. Written acknowledgement that we did not initiate a request for a loan through Freedom Mortgage.

Business Response: Mrs. ****, upon receipt of your complaint I asked our marketing department to look at your records. I do see that they sent some marketing materials to you. Based on your letter I asked them to remove you from and future solicitations either by phone or mail. I will also assure you that there is no record of an application of any sort on our system or any system of record. We fully acknowledge that you did not submit a loan application with us.

******** ********
**** *********
Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9******* and find that this resolution is satisfactory to me.

Regards,

******* ****












4/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have a FHA loan with this company and the company takes escrow every month to pay all the taxes and homeowners insurance. They did not pay my homeowners insurance after several attempts of calling them my self as well as my insurance agency, due to cancellation notices that we had received. Freedom mortgage in Nov. 2013 said that they had sent the check to my insurance co. (***** ******). ***** ****** never received a check. My insurance agent called Freedom Mortgage to investigate, they said they forgot to send a check. Jan 2014 Freedom still hadn't sent the check, my homeowners insurance lapsed. To get another policy insurance there is an increase of 1200.00 , therefore my mortgage has gone from 1100 to 1664 a month now. Freedom mortgage took money every month to pay the insurance,but did not pay it at the end of the year, therefore leaving me without homeowners insurance for at least 2 months. Then paying the new balance but making my mortgage increase by over $500. I should not have to pay an increase due to the company not paying. I have been placed on the Fairplan Act due to them, I never have paid my mortgage late. I'm sure that if I would have forgotten to pay my mortgage they would not have forgotten to foreclose on my home. I have spoken to many reps and they all have acknowledged that the check was never sent, but they have not figured out a resolution. My mortgage still has to be paid, while they are deciding what to do. A $500 increase is not something that can fit my budget, nor can I look for other insurance due to my now having a lapsed policy. The same year they forgot to pay my taxes and a lien was put onto my property. I just got that taken care of. This company takes my money but does not do its part on paying out the taxes or insurances, which affects me directly. I had fight liens as well as pay increases due to their neglect of taking care of my business. I am mentally and financially stressed due to this company. I need help and resolution

Desired Settlement: They need to pay the difference from my new($3338) to old policy($2038), return my mortgage payment to its original monthly payment($1135.27) it is currently $1655.37 . They also need to reimburse me the extra money a month that I have to pay extra (over $500), $520.10. Expense for time spent on this unethical issue. All monies need to be discussed and resolved to my satisfaction with out any more expense to me. ****** ******** ************ my insurance agent # ************ ******* Freedom mortgage

Business Response: *** ******* I am still working on your issue with the escrow and insurance department and respectfully request a few more days to complete this and to respond to you with a resolution.

******** ********
Freedom Mortgage Corporation

3/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Bad Faith: Freedom Mortgage exercised bad faith by approving my home mortgage loan, but then failing to complete it when interest rates rose. Freedom Loan Number: ********** Evidence of Bad Faith: 1. Despite answering each and every question and request for information timely and completely, Freedom did continue for over two months to ask for additional documentation, clarification, and letters of explanation. During this period, they repeatedly charged lock fees to preserve my rate of 3.25%, until it made no economic sense to continue with the loan. 2. I am fully qualified, with adequate income and no long-term debt. The loan value was less than 50% of the purchase price. The property appraised above the purchase price. In fact, after switching to a different lender, my loan was completed and funded in 20 days. 3. Freedom made frivolous requests for information. As a specific example, they asked for a letter explaining a transfer of $1,000 from my own savings account to my own checking account. 3. Freedom made repetitive requests for the same information. As a specific example, they asked for verification of my rent payments on two separate occasions. They also asked for a letter explaining my alimony and child support circumstances on two separate occasions. 4. Freedom took unreasonably long to examine documents supplied. As a specific example, I supplied statements for my ******** account on Nov 14, 2013, and on Jan 4, 2014 they requested additional details for that account. Damages: As a result of Freedom's failure to complete the loan, I was forced to switch lenders when rates had risen from 3.25% to 3.5%. I also paid $450 for an appraisal that was not needed. I am escalating this complaint to Freedom Corporate Headquarters because the field office in ******* has, not surprisingly, failed to respond.

Desired Settlement: My desired outcome 1. I want a refund of the $450 unnecessary appraisal fee. 2. I'm paying $50.93 more per month because I had to finance at 3.5% instead of 3.25%. I expect to hold this loan for 7 years, and the present value of that extra amount, discounted at 3.25%, is $3,821.88. I want this $3,821.88 refunded to me. 3. I want a letter from Freedom explaining why they handled the loan the way they did.

Business Response: Mr. ***** upon receipt of your complaint I asked our underwriting manager to review the file that was submitted to us by your broker. It appears that the broker submitted the required documentation in a piecemeal manner. Each time it was submitted to underwriting we had to go back to the broker for more information or an explanation of what had been submitted, this file was reviewed by underwriting 6 different times after the initial review. Each time there was missing information or only partial responses to requests for information. We can only review what we are given and then ask for what ever additonal information is needed. We kept this file open until 1/13/14 when your broker called in and advised us to cancel the file, he gave no other reason as to why. The loan was still locked and the interest rate at that point was 3.375. In light of your complaint I will be refunding to you the appraisal fee but that will be the extent of the compensation we are prepared to offer in light of the incomplete submission on your behalf by your broker.

******** ******** **** ********* ******** ******* ******* ******** ***********

3/31/2014 Problems with Product/Service | Complaint Details Unavailable
3/28/2014 Problems with Product/Service
3/13/2014 Billing/Collection Issues | Complaint Details Unavailable
3/9/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/9/2014 Billing/Collection Issues
3/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They did not pay my taxes from my escrow in time, now they are late. I emailed twice in january in time to be taken care of but no response. Then I talked to a rep. who assured me they would be paid in time. Called again today, and was told they don't see the payment and will take care of it. And I was told they would cover any interest the city charges me for being late because it's your fault.

Desired Settlement: If the city charges me interest for being late you should pay that because it's your fault. I inquired about this at least three times in plenty of time for you to resolve. You should also stop collecting escrow from me since you can't do it right.

Business Response: Mr. ******, I apologize that you had a frustrating experience in trying to get your tax bill paid. After getting your complaint I reviwed the escrow history on your account. I do see that your conversation with the servicing center was noted and that they did disburse the taxes on 2/12/14. The penalty was billed to our tasx service as they did not pick up the open bill and that is what caused it to not be paid on time. Please let me know if there is anything further I can assist you with.

******** ******** **** ********* ******** ******* ******* ******** ************

3/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: escrowed taxes have not been paid for 2013 as of 2/10/14

Desired Settlement: we want the taxes paid plus any interest/fees penalties accurred

Business Response: Ms. ********** I do apologize for the frustration you experienced with getting the past due tax bill paid. I reviewed your account and the bill was paid on 2/12/14. Any penalty was billed to our tax service as they did not pick up the open bill and that is what caused it to be paid late. Please let me know if there is anything further I can do for you

******** ******** **** ********* ******** ******* ******* ******** ***********

2/26/2014 Problems with Product/Service | Complaint Details Unavailable
2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom mortgage notified me in August 2013 by mail that my escrow account was in surplus, so i'd be receiving a check back with the excess funds of approximately $1200 within 20 to thirty business days. After many calls and complaints to Freedom Mortgage and attempts to resolve this issue only to receive empty reassurances from various customer service reps, it has been six months and i still haven't received the money that is rightfully mine, and no representatives from freedom mortgage will explain what the problem is and why it has taken so long.

Desired Settlement: All I want is to receive the money that i'm supposed to receive, immediately, with no more excuses and run around and miss information.

Business Response: Ms. *******, I do sincerely apologize for the delays in your receipt of your escrow refund check. After getting your complaint I reached out to the escrow department and asked to put a stop payment on the most recent check. I asked that they contact you anc confirm the mailing address and send a new check via overnight mail. The new check was sent out on the 11th and received by you on 2/12/14 as shown by the *** tracking info below:

Proof of Delivery

Close Window

Dear Customer,
This notice serves as proof of delivery for the shipment listed below.

Tracking Number:
******************
Service:
UPS Next Day Air®
Weight:
9.00 lbs
Shipped/Billed On:
02/11/2014
Delivered On:
02/12/2014 7:35 P.M.
Delivered To:
OCEANSIDE, CA, US
Signed By:
*******
Left At:
Residential
Thank you for giving us this opportunity to serve you.
Sincerely,
UPS


Please let me know if you have any further issues or questions as I would be happy to address them.

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

Consumer Response:
Better Business Bureau,

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** *******




















2/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company has failed to pay 2nd installment of property taxes for year 2012 in a timely manner. My husband and I have received a delinquent tax bill. I faxed over the delinquent notice and called on 12/17/2013. This bill has still not been paid. I called and had this information escalated on 12/30/2013. I called and had this information escalated again to a manager on 1/9/2014. Then I e-mailed customer ser**** to have a ticket submitted. Acknowledge: Urgent - Delinquent Property Tax Bill - Please remit payment asap - Loan * ******* { (******* *****************) I just now 1/13/2013 called again and customer ser**** said they would send this over to the Tax Department to be paid. This should have been paid in 7-10 business days and it is still not paid. This needs to be paid. We would have liked it if our names would not appear in the newspaper.

Desired Settlement: I just want Freedom Mortgage to remit the property tax that are delinquent. That is why we have an escrow account with our mortgage loan.

Business Response: **** *******, I reviwed the escrow history on your account and I do show that the tax bill was paid on 1/15/14 in the amount of 2224.32. The penalty was paid by us and not from your escrow account. I am sorry that the bill had not been previously paid but it seems that the tax ser**** did not pick up the amount when it was initally due. The escrow account is set up to pay the taxes twice a year so you should not have this issue going forward. Please let me know if there is anything else I can assist you with.

Sincerely,

******** ********
**** *********
Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

******* *******




















1/8/2014 Problems with Product/Service
1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mortgage was sold to Freedom Mortgage in July 2013. At this time, I contacted them to verify my information and confirmed that my school taxes were due in August 2013. They assured me that my taxes would be paid on time and that they were aware of the situation. As time progressed, I noticed that their system clearly documented that my taxes were due, yet, they had not been paid. I called customer service and they stated that my taxes would be paid soon. After another four calls, with customer service stating that my payment is "pending", I am officially filing this complaint. I do not understand how if your system is telling me when payment is due, you cannot complete the transaction?!? I just received a letter from my local school district stating that my account will soon be sent to collections and a lien may be placed on my home. In all of my years with ***** *****, I NEVER had a situation like this. In fact, my payments were always made early. I have even spoken to management and no one seems to be able to correct this situation. I feel that their ability to complete tasks is inferior and if I could I would switch mortgage companies immediately.

Desired Settlement: I would like for them to pay my taxes, even tough they they are four months late. I feel that they should also be send an official apology letter because they way they have handled the situation so far is appalling.

Business Response: Mr. ********, I am very sorry for the furstration you have experienced in trying to get the past due tax bill paid. After reviewing the account it seems that the tax service did not notifiy our servicer that there was a bill due. That prevented the disbursement in August and resulted in the late payment of the taxes. The payment has disbursed and you will not be charged for any interest or penalties as our servicer will pay those out of their own funds. The payment will refect as paid before year end for tax purposes. If you have any questions please feel free to contact me at *************************************


******** ********
Vice President
Freedom Mortgage Corp

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ********




















1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I refinanced with Freedom and included an IMPOUND account # ******* for property taxes and insurance. The property is defined (and deeded) by two parcels each with a semi-annual tax bill (2 bills, twice a year ###-##-***** for $1794.07 and ###-##-***** for $87.09). In APR 2013, Freedom paid only one of the parcels ($1794.07). I contacted them several times by email and phone and a case was generated and elevated to the tax department with no follow up. I paid the second parcel taxes with my own funds ($87.09) directly to the County. In OCT 2013 to confirm they received the county tax bills which they did, I called and in NOV called and emailed to ensure the NOV 2013 taxes would be paid correctly. The issue was elevated to the tax department supervisor. I called and emailed 5 more times for status to no avail. Only one, $87.09 (not the one from Apr 2013) parcel tax was paid and the other parcel tax of $1794.07 became delinquent on Dec 10, 2013. I called again for status and was told i could not discuss directly with the tax dept and that I should just watch my account activity to see when (if) taxes are paid with no indication of how long this will take. Freedom was non-responsive since Apr 2013. my home is now delinquent in taxes and the funds are sitting in the impound account. I asked for those funds to be ETF but got nowhere with Freedom Mortgage customer service. I need my funds released from impound and taxes (including delinquency fees) paid IMMEDIATELY

Desired Settlement: I need my funds released from # ******* impound and taxes (including delinquency fees of $179.4) paid IMMEDIATELY. Freedom should pay the delinquency late fees from their profits. Freedom can either ETF the funds to my checking account now and I will pay the taxes to the County or they can do their job and pay the tax bill submitted to them by the County. I require in writing from Freedom that the delinquency in taxes is of no fault of my own as this has a negative effect with my employer. I request in writing that Freedom has taken corrective action to ensure all taxes are paid on time for the subject property without recurring intervention on my part.

Business Response: Mr. *********, I do apologize for the frustration you experienced in trying to get the tax bill paid. On 12/19/13 your escrow account was updated to reflect the additional parcel. It was set up without it in error. The deliquent tax was paid from escrow and Loancare paid the penalties and interest. Since the system now reflects the two parcels this should not be an issue going forward.

******** ********
Vice President - Customer Service
Freedom Mortgage Corporation

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that they have in fact paid the delinquent tax due. While this is satisfactory to me, their explanation and resolution of 'adding' the second parcel does not make sense as they have previously paid taxes on each of the two parcels at least once, but never both at the same time as required. If a second parcel was just 'added' to the account, it is unclear how the previous payment in Apr 2014 was processed. I hope the account has in fact been updated to ensure both parcels are paid on time. The next tax bills are Mar 2014 and should be paid without my intervention.

Regards,

** *********




















1/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage failed to notify me of a change in the escrow amount other than the monthly statement. I was out of town when the bill was received and the payment was due, but my autopay system at my bank made the scheduled payment. They refused to apply the payment of all of the principle and interest just because a small portion of the payment was missing. Now they want to charge a late charge that is more than the shortage. I am willing to pay a reasonable late charge but when the difference was $45 and the late charge is $72 there is something wrong. I requested a removal of the late charge and they refused. I was tricked into this mortgage in that the broker assured me multiple times that I was refinancing my VA loan with ***** ****** with whom I have a great relationship. They keep changing the mailing address. And overall, in the less than a year I've been with them? Their customer service sucks.

Desired Settlement: Request the late charge be removed. I am willing to pay a reasonable late charge on the $45 that was late as long as you credit my mortgage payment to when it was actually received. And I am requesting a cancellation and refund of my escrow account. I can pay my house insurance and tax payments myself. And then my payments won't change and this will no longer be an issue until you change the load service address again.

Business Response:

Dear Mrs. ****************,

I am approving the waiver of the late charge. I apologize for your frustration in this regard. You account had been analyzed and I show that the analysis statement was mailed to you but it would appear that did not get it in time to change your autodraft. The servicing system can not post anything other than a full payment and that is why they could not post the one that was short by 45.00. The payment has since posted and your account is in good standing. At this time we can not remove the escrow account from your VA loan.

******** ********
Vice President
Freedom Mortgage Corp

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******** ****************




















1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freeedom Mortgage holds funds in an escrow account to pay for my property tax bills. Since they hold the mortgage to my home, this seems like a contractual obligation on their part to pay these tax bills. I checked the county tax collectors page on 12/5/13 to ensure payment had been made and it had not. I contacted Freedom Mortgage on 12/5/13 and asked when the payments would be made. They informed me that payment had been made on one tax bill, but not on the supplementals. They did not have those bills. The person I spoke to asked me to send in the bills so they could process payment and that any late fees would be covered if they were unable to pay in time. The payments were due on 12/10/13. I emailed the bills on 12/6/13. That gave them five days to process payment to meet the deadline. The bills are still unpaid as of 12/20/13 and now there are late fees. They sent me an email stating that they would not cover the late fees because there was not enough time to process payment - again, five days to process a payment is more than ample time. I spoke with customer service on 12/20/13 and was told they would not cover the late fees. I asked to speak to a supervisor and the person I spoke with said that her supervisor told her the same thing and would not speak to me. This is hardly customer service. Had the person I originally spoke with on 12/5/13 told me that they would not be able to pay these bill in time, I would have made the payments myself to avoid being charged late fees. Because Freedom Mortgage forces me to have an escrow account rather than allowing me to pay my own taxes, as I always have, I believe they should cover the late fees. Because their tax department did not do their job, I am being penalized by having to pay the late fees to the county.

Desired Settlement: Since I am forced to have an escrow account, Freedom Mortgage should have to pay for their own mistakes. I believe they should cover the late fees. It is their responsibility to pay for my taxes when I have to fund an escrow account at their institution.

Business Response: *** *****, California's Supplemental tax bills are the homeowners responsibility. Because they are of an unknown amount and are the result of the transfer of ownership in the property it is not possible to escrow for them and therefore they are to be paid for by the homeowner. Therefore the late charges would be your responsibility and not that of the loan servicer. We paid the bill from escrow as you requested as an exception. Please see below in regards to supplemental tax bills from California Land Title Association:

Will my taxes be prorated in escrow?
No, unlike your ordinary annual taxes, the supplemental tax is a one time tax which dates from the date you take ownership of your property or complete the construction until the end of the tax year on June 30. The obligation for this tax is entirely that of the property owner.
The Title Consumer is published by the California Land Title Association. Member companies of the California Land Title Association are dedicated to facilitating the transfer of real property throughout California and increasing the public's awareness of the value and purpose of title insurance.
« Back to Consumer Library

******** ********
Freedom Mortgage Corporation

12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am/was seeking a loan on an investment property. Down payment was to be up to 35% of the purchase price of the property. I was billed for services by Freedom. My loan was sent to the underwriters with an expansive amount of requested information, basically everything that they requested and then some. The "Underwriters" kept coming back with questions about addresses and business entities that I have no relationship with, no ownership of, and no way to get access to those records for them. I have lost the ability to purchase this property now, as the whole process took almost two months, and I am being blamed for the loss of the loan for not forwarding "requested" information. I cannot provide information to them on businesses or insurance that I do not own. A loan company should no be this incompetent in their collection of information. I lost out on this transaction and purchase of property because of this incompetence. I have the emails saved if forwarding this would help to document any of my allegations.

Desired Settlement: I would like to have my investment property, as I already have a tenant and I can certainly afford it. But, their delay has cost me the deal, as the seller has gone elsewhere because of this delay. Therefore, I want them to refund the cost of my doing business with them and any charges that I have incurred with them. I also would like some assurance that no negative information from this transaction is on any database under my name.

Business Response: Mr. *****, I reviewed your loan application and while I see that a lot of documentation was requested, your file was very complex with multiple properties associated with you or businesses that you or your wife were affiliated with. Each time you sent in some documentation it prompted more questions. We extended the rate lock for on multiple occasions while waiting for documents that would have allowed us to make a final decision on the file but we never received them. The file was closed for incompleteness after the last 10 day letter was sent to you advising of the outstanding requirements. In the interest of good customer service I am refunding to you the appraisal fee. This will be sent to you as a check in the next 10 to 12 business days.


******** ********
Vice President
Freedom Mortgage Corp.

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

****** *****




















12/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: November 15th, 2013 To Whom It May Concern; Loan ******** / Claim ******** Amount: $3717.77 (Citizen's Insurance adjuster ******* *************** *** I submitted a claim due to an airconditioning unit leak in my apartment that resulted on dry wall and ceiling damage plus around a $6,000.00 investment on a new a/c unit, ducts and repairs. Citizen's Insurance inspected my apartment and issued a check to partially cover for these expenses. I was issued a check under my name and also Freedom Mortgage's name. I was required to mail you that check for endorsement to be able to deposit it and pay for the repairs. My apartment was flooded and I could not wait to get those funds and hold off on the initial repairs. I charged the repairs to my AMEX card hoping to pay that balance and also avoid interest rates as soon as I was able to deposit Citizen's Insurance check. I faxed some required documents to you of the initial repairs, etc. Finally I was required to mail you the check for you to endorse it. Prior to mailing that check, I called Freedom (Claims) several times to make sure you had my correct mailing address. Since I became your customer, for a good 8mos. I never received any statements or correspondence because you were mailing everything to an incomplete address that did not have my APT number in it. It took more than 10 phone calls to Freedom to correct that issue. Knowing this, I called you to prevent this from happening w/the much needed insurance claim check. Your Claims personnel assured me they had the correct address, I informed your personnel that I was getting returned correspondence from "My Loan Care" indicating my APT number was still missing. On October 29th, 2013, allegedly the endorsed check was mailed to my address w/out the APT number in it. The check was lost, I have been calling Freedom practically every other day and spoken to Shanika Williams as recent as today. *** ******** has been totally useless and has failed to follow up like she promised. I had no choice but ask Citizen's Insurance to re-issue a new check, I was informed that I would have to wait at least 20 business days to get a new check from my insurance and yet mail it back to you in order to be able to cash it. This is totally unacceptable, Freedom Mortgage is responsible for losing my check, for having incompetent staff unable to correct and verify my check was mailed to the right address. What makes matters even worse is the lack of concern, care and professionalism from your Claims Department. Ms. Shanika Williams informed me she would call me back today at 08:00EST to follow-up, she did not and I had to call her around 9:00EST this morning. *** ******** informed me she was too busy to call me, I asked her if there was a mailing address, an email, a fax number or someone I could sent a complaint to. *** ******** told me there was no way for me to bring my problem to anyone's attention. I asked her if there was an office I could visit, I am willing to fly to Greensboro and speak to someone in person since I work for a major airline and I have flight benefits. *** ******** told me Freedom did not allow customers to visit and basically they communicated internally via smoke signals (in a sarcastic and mocking tone). Finally, *** ******** told me she would have her supervisor "******" give me a call. I waited 6hrs today and called back around 3PM/EST, I was informed that ****** was gone for the day. This is the 2nd time I was informed that someone would call me within 24/48hrs, last week I was told the same thing by *** ********. I also visited your website and wrote a brief complaint since your site only allows 500 characters and no one got back to me. I will file a complaint w/the Better Business Bureau. I have no assurance that when I mail you the 2nd check in 3 weeks you will not lose it again. In the meantime, I am subject to AMEX interest rates and unable to complete these repairs. I have not been able to hire anyone since I do not have the money to pay for it. Needless to say, it is extremely frustrating to call frequently, repeat myself over and over and get nowhere. Your service is non-existent and your staff is extremely unprofessional and careless. I am beyond upset. I need someone to fix this problem immediately. Freedom Mortgage lost my check and I am at your mercy. I will appreciate feedback from someone in charge. Thanks. ****** ** ************** **** * ******** ** *** *** ****** *** ***** ********************* ************ ****** **** ********

Desired Settlement: Get my funds immediately to complete these repairs and a follow up call or letter from Freedom Mortgage.

Business Response: *** *******, as you are aware you and I have been emailing in regards to the insurance check. The check, which was mailed, was returned back to our servicing center due to an incorrect address. You and I are working with your insurance company to ensure that the re-issued check gets properly routed to the servicing center for endorsement and finally mailed to the correct mailing address. I will personally be tracking this as you know. Please let me know if I can be of any further assistance

******** ********
Freedom Mortgage Corporation

12/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage who utilizes Loan Care Servicing center to process loan payments notified me by mail indicating my loan payment was late, delinquent they were going to assess a late fee of $65.51. I called Loan Care and spoke w/two individuals concerning my payment to find out why since my payment is an automatic recurring payment that my bank sends on the 1st of every month. The 1st individual put me on hold after I described my question/issue. Another individual **** came online (employee #****) said since it was not “electronic pmnt” but a check from my bank--which “was not received/processed” until 14 Nov 13 it was late. I was then told that my payment was sent to the wrong address, however in a previous phone call by me on 4 Nov 13--to Loan Care (verified by ****) I confirmed the address-due to an alert by my bank on 30 Oct 13. **** then proceeded to say he could not remove the late fee since I didn’t have a long enough credit history w/them. He also stated that the late payment wouldn’t be reported/reflected on my credit. I asked **** if I could speak to a manager to discuss my issue further however, I was told that it was not necessary since my issue could be handled by **** #****. I have contacted my bank *** ******* ****** *****, they will be sending Freedom Mortgage a letter showing my payment processing along w/a request to remove the late fee. I am hoping that Freedom Mortgage has made a mistake and is not currently in the practice of fraudulently charging late fees by “holding” payments. I feel that this may become an ongoing issue and would like to ensure that my future payments with this company do not “suddenly” become delinquent due to the holding of payments made in a timely fashion by consumers.

Desired Settlement: Would like for Freedom Mrtgage to look into the billing/payment department to ensure that they process payments in a timely fashion as well as remove the late fee from my account.

Business Response: Ms. ***, I apologize that you were not receiving prompt attention to your issue by our SubServicer. I reviewed your account and found that the late fee should not have been assessed and it has since been waived. In regards to the mailing address for your payments, below is the address you should be using for your bill payment service:

**** *** ***** ************ * ** 19101

Using the above address would expedite the processing of your payment. If you have not been using that address I would recommend changing with your Credit Union, if you are using it then be assured that you do indeed have the correct address.

If you have any questions please feel free to contact me at *************************************

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

**** ***




















11/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: started refinacing over 4 months ago.did everything they asked faxed all papers the same or next day,credit score is good,appraisel that i paid 505.00 in cash for came back better than good,ive been through 5 differant people know two went on vacation while they had my case.was told july 19 all was good should close by end of the week.on aug 13 was told they cant keep my locked in rate of 3.25 but if i wanted i could do a differant loan and pay off bills and get a 5.25 rate.no other opptions so i told them to send the papers to look at the #s.waited a week no papers called was told he got promoted ill have a new guy **** name ***.three days later got a call from *** sayed he didnt know my case so he would get with the two last guys and get the papers to me within 2 days.now two weeks later havent heard or got nothing started calling and emailing asking for help first guy wrote me said he was sorry hell look into it other guy never answered.now on september 4 th i get a call from a lady looking at my file and tells me shes sorry that that file was closed on aug.14 the day after they lost my locked in rate.im permantly disabled and live on ssi thats why im trying to refinance im out 505.00 90.00 for three differant payoff inquaries on my mortgage,all my time and gas getting all papers and faxing them plus at least 2% interest on a 30 year loan.thats 1,000.00s of dollars.and all they say is were sorry.Can a company really treat someone like this and get away with it.i feel helpless and ripped off please help or let me know what to do.thanks ****

Desired Settlement: do what they gave me in writing give me my loan at 3.25 the rate they gave me.i did nothing wrong not my fault they just didnt finish my loan.its almost 5 months now.

Business Response: Mr. ******** I reviewed the history of the application you had in process with us. You application was taken on 4/29/13. You did not return the disclosures until 15 days later, meanwhile the clock was ticking on the interest rate. There was also a 17 day delay when the appraisal order was cancelled because the fee for the appraisal had not been paid. There was also a gap in processing from 7/11 to 8/14 while you and the loan officer were dicussing the Mortgage insurance requirements on the loan. Freedom extedned the rate lock at our cost three times on your application. The last expiration could not be re-locked at Freedom's cost due to the delays. I noticed that the current loan you have is a conventional loan with a rather high interest rate. I also see some discussion about the possibility of re-opening a new application under a conventional program. While the rate would be current market rate it would still be quite a bit lower than your exising rate. If you would be interested in that I can have a loan officer reach out to you. If not I would be happy to refund you the appraisal fee you paid. Please let me know by emailing me at
*************************************


Freedom Mortgage Corporation

Consumer Response:
Complaint: *******

I am rejecting this response because:
On aug,21 **** emailed me and sad he had been transfered and that he gave my case to his freind named *** and that he would call me,a week later he called me said he would talk to **** and **** because he knew nothing about my case i was still waiting for a closing date but they told me the tax papers werent back.sep,3 **** called me and said my new prosseser was ***** ***** then a week later i got the phone call telling me my case was closed 8-13 the day they lost my locked in rate and they still didnt get my tax papers back yet.so **** closed my account and passed it on before he left.i have all my emails to prove all im saying.it wasnt because i wouldnt pay the tax no i didnt want to and was told i shoulnt have to because of my appraisel coming in high i was under the 80 persant.**** even sent me a good faith letter without the pmi on it.


Regards,

**** *******





























10/2/2013 Billing/Collection Issues
9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Freedom Mortgage solicited my business for a refinance. Their representative assured me their company could reduce my monthly payment from $1330 per month to $1210 per month with zero closing costs. After 6 months of service, they recalculated my Escrow needs as $857.66 short. My property taxes did not increase, nor did my property insurance. Since I was unable to pay this amount in a lump sum, my monthly payments went to $1285 per month. Since there was no increase to the escrow burden, Freedom mortgage was either negligent or deceitful in their offer. I cancelled a refinance I had underway with another lender because Freedom mortgage made this specific offer. My new monthly payment is more than I would have had with the other lender.

Desired Settlement: I believe Freedom Mortgage should pay the $857.66 escrow shortage, since it was their miscalculation / false advertising.

Business Response: Mr. *********, after getting your complaint I reviewed the closing documents as well as the escrow information on you account. What seems to have happened is that the closing agent reported that your taxes were due in three installments but our servicer's tax service pays them once annually to receive the discount. Because of the difference in the amount and timing of the tax payment your escrow account is short. I asked the servicing center if the installment plan could be used but according to the them tax service pays the all OR loans once annually and can not change that for a single loan. The escrow department suggested reducing the amout required as a cushion in your account, which would off set the shortage. They re-analyzed the account and the payment would be 1233.76 effective with the 10/1 payment. Please let me know if you are agreeable with this by either emailing me at ************************************* or calling me at ************** * ****

******** ********
Vice President
******* ******** ***********

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. Freedom Mortgage's **** ********* of Customer Service has restored my confidence in the company that "owns" my home.  Thank you BBB for facilitating the resolution, and thank you ******** (and Freedom Mortgage) for the solution you provided.

Regards,

***** *********



















9/24/2013 Advertising/Sales Issues | Complaint Details Unavailable
9/8/2013 Problems with Product/Service | Complaint Details Unavailable
9/8/2013 Problems with Product/Service | Complaint Details Unavailable
8/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been given the run around for a mortgage to buy a house for 70+ days. I have a contract to close in 30 days as per the agent I was working with. I was told the loan was good and given a letter of approval for $70,000 dollars but I only wanted to borrow $54,500. I have put over $8,000 cash dollars into repairs that the appraiser said needed completing. This was based on being told everything was going good and they were waiting on the under righter. Now the seller is saying that he is going to have to put the house back on the market if this is not settled soon. I have emailed and left voice messages for * **** ******** ****** at Freedom Mortgage, but cannot get a return message. The loan is supposed to be a ** loan and I hope you can help in some way so I do not lose my $8,000. Thank you in advance,, ***** *****

Desired Settlement: Close on the loan so that I don't lose my $8,000.

Business Response: I do apologize for the frustrations you have been having with the mortgage application. There were a number of things that needed to be verified before we were able to close the loan. Those items were wrapped up and the loan went to closing on 8/19/13. please let me know if there is anything further I can assist you with

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

****** *****




















8/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was in the process of a ** refinance with this company, I asked several times for a written policy for the refinance because every department that the process took me to the next step asked me for more and more documents and more hoops to jump through. In the end the representative I was working with refunded a mortgage payment to me which in turn put me behind a month on the refinance. He told me not to worry that I was a customer with them currently and that they would take care of me. In the end I was 30 days behind on my payment because I was skipping a payment due to the refinance process. The most concerning part of this is that my husband an active duty **** service member is currently deployed and even though I have power of attorney for him the company kept stating that he needed to sign the paperwork himself. This is why I requested the written policy for the ** refinance, which I never received. I had a terrible experience and very poor customer service with this company.

Desired Settlement: I would like to have the company refund my late fee from ******** in the amount of $150.00 and I would like a written apology.

Business Response: Dear **** ******, I do apologize for the frustration that you had with your loan application. The late fees that were charged to your account have been waived. In regards to the requirement of original signatures from your husband, the ** requires, even with a ***, that he sign loan applications. Please see the attached, in particular ****** *** Requirements". This explains that his signature was still required even with the Power Of Attorney you had.

******** ******** **** ********* ******** ******* ******* ******** ***********

8/26/2013 Billing/Collection Issues | Complaint Details Unavailable
8/14/2013 Delivery Issues | Complaint Details Unavailable
8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had been customer with Freedom Mortgage at *** ********* ***** ******** ** property. Pre-qualified for a new property *** ********** ** ****** ** on June 13th 2013. Sold the *** ********* property on June 28th 2012 and moved out since was already pre-approved ***********). Had a closing date of July 11th 2013 for the new property. I had already put down $1100 in earnest funds, paid $270 for inspection, and $395 for the appraisal requested by Freedom Mortgage. July 11th closing date came by and I did not close. What is more upsetting is the title company (reliant title), my agent (******* ******), and myself tried contacting somebody on that day and no response. Finally got a hold of the loan processor on July 12th with the explanation that we could not close since paperwork still was not done by the underwriter. Later that day I was told they (Freedom Mortgage) could not process the loan for me. I demanded the loan processor put the manager on the phone so they can explain why it took over a month to determine I was not getting the loan. It is now July 17th 2012 and have not heard from Freedom mortgage with an explanation of why this happened to me and how they are going to make this transaction right, since I'm so invested.

Desired Settlement: Something has to be done to correct Freedom Mortgage's loan processing to prevent others from losing out on earnest money for lack or failure to process paperwork in a timely manner. I'm out $1765 for this loan not to mention having to acquire a new loan or rent since I'm out my previous house.

Business Response: *** ******* I am sorry that we were not able to finance the property you were purchasing. Until a loan is reviewed by an underwriter a final approval can not be issued. The pre-approval is conditioned on final underwriting approval. The reason that we could not approve the loan was your debt to income ratios were to high. The loan to value was 95% and the debt to income ratios were 44.97 and 59.25. With ratios that high we would have been unable to get the required mortgage insurance on your loan and therefore could not approve it. I would be happy to refund the inspection and appraisal fees. If you could email me the paid invoices I will submit a request to our accounting department. My email is *************************************
******** ******** ** ******** ******* ******* ******** ***********

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ******














8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a locked in agreement of a 3.5% loan , all the way up to the closing date .On closing date , a woman came to my home with a lot of papers to sign for a mortgage ,and she rattled through them , with so many paper , I was trying to pay attention ,but I guess I got overwhelmed ,and they charged me with a 3.75% loan ,which over 30 years is roughly $30,000 .No one from company told me what so ever that this loan was 3.75% , even the loan officer said he would have been very upset also ! I tried speaking to the company , but they just kept blowing me off .And I tried to get out of this contract ,but they just kept giving me the run around !!!

Desired Settlement: I want my rate to be 3.5% as agreed upon( as locked in at ) , or cancel the refinance . Others should be warned of this companies policy of deceiving customers! At this point , I am about to dismiss my good credit and go rent somewhere , thanks to this mortgage company I might lose my home because of there deceit.

Business Response:

*** ************ we have been contacted by your lawyer and since you now have legal representation we will respond directly to you Attorney.

******** ********
** ******** *******
Freedom Mortgage Corporation

Consumer Response:
Complaint: *******

I am rejecting this response because:My attorney is getting negative results and this situation is not right or fair . Even your loan officer will not except calls from me because he knows the truth ( and I have been nothing but polite to him )  .People need to know what kind of a company they are dealing with here .All they care about is the commission , and not the customer . I was quoted one rate , got a different rate . Also Freedom mortgage charged me for attorney fees ,to which the attorney wasn't even working for me ,but for Freedom Mortgage . 



Regards,

*** ************





























Business Response: *** ************, due to the fact that you are represented by legal counsel we are obligated to communicate directly with your counsel. I reached out to him shortly after he contacted us and have never heard back from him after that inital conversation. Please advise you counsel that if he needs anything from Freedom mortgage he needs to provide a signed letter of authorization and contact us.

******** ******** **** *********
Freedom Mortgage

Consumer Response:
Complaint: *******

I am rejecting this response because:
My attorney has reached out several times , with no response !!!
Can you at least answer this , the loan officer promised me a check to try to compensate me due to the deception , and said  " if you don't receive it soon , please call me " . Which I attempted to due, but my phone was blocked . My question is ,why ? I have been nothing but polite and honest ,and this is how employees of Freedom Mortgage treat there customers ! Public beware of this company



Regards,

*** ************





























Business Response: *** ************, I have never heard back from your attorney but he is more than welcome to contact me directly. As to the promises your loan officer made to you, that loan officer is employed by the broker, not by Freedom Mortgage Corporation. You would have to address that issue with them directly

******** ********
Freedom Mortgage Corporation

Consumer Response:
Complaint: *******

I am rejecting this response because:
Again ,my lawyer has attempted to contact you a few times . And as for the broker that represents your company, and you let them represent your company this way ,they should be ashamed of there actions , cause all they cared about was to get there commission, no matter who they hurt !!! I have tried to contact the broker also ,but he has blocked my calls ( and I was never disrespectful to him). Facts are facts , I was quoted one rate, and got deceived and stuck with another rate ,shame on Freedom Mortgage !


Regards,

*** ************





























7/31/2013 Problems with Product/Service
7/11/2013 Problems with Product/Service
6/13/2013 Problems with Product/Service | Complaint Details Unavailable
Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 18 April 2016 I finalized my new home loan with JMAC Corp. of Irvine, CA. The notary had me sign and accepted all my documents, as required. On or about the 21st of April I received a phone call from aTilaunda of Freedom Mortgage stating I had 24 hours to make a phone payment of #$198.81 to cover interest cost accumulated due to my 'stop' payment. There was no stop payment according to my bank, State Bank of Southern Utah, as I had notified my bank on the 8th to stop the payment to Freedom Mortgage scheduled for 12 April. My bank stopped that payment, on or about the 12th of April and stated I did not owe a 'stop' payment charge as the electronic payment was not made valid until the 12th of April and Freedom Mortgage new this. A ****** at JMAC called and said I should make the $198.81 payment to Freedom. When I asked ****** to have her supervisor, **** ********* (?), email me an official notification that I was to make this payment to Freedom with an explanation as to why I was make the payment, I have heard nothing in response. I assume a low level personnel, likely incompetent, needed the funds to cover up their mistake. I really don't want anyone fired for this brouhaha but I'd like to have my $ 198.81 returned to me as I need it more than Freedom Mortgage does. There's more to this as when I called the number given me by ****** at JMAC, the person looking at my loan file stated it looked okay to her. I said I'd like to pay on my account ,nonetheless, by phone, and the lady said that would cost me an additional $15.00. Paying by phone is what I had been recommended to do by JMAC Corp. and the person at Freedom recommended I pay by a bank electronic payment. So I did so and Freedom received the funds on the 27th of April. Due to the mass incompetence on both ends of the mortgage systems (Freedom and JMAC), I would rate Freedom Mortgage at a negative 2 while JMAC a 1 - for not looking out for my interests. Unbelievable selfishness reigns supreme.

Desired Settlement: The business needs to train its lower personnel to understand specific aspects of the financial world they're a vital part of. If the personnel answering the phone hasn't got a clue as to what's going on other that reading and deciphering what shows on the screen then precious time is wasted calling on a supervisor to explain and the person on the phone doesn't do that because it labels her as lacking in the skills she should have. Other than that, a refund with a missive attached giving a reasonable explanation as to why I would need to pay that 'extra' money to close my account when the law states I am not to be penalized for paying off the mortgage early; and according to the Title Co. via the notary, all was well with the end payments made on the 18th of April.

Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Starting in Jan, my husband and I filed Chapter 13, & that's when I was behind about 2 payments. Freedom Mortgage never filed a proof of claim for my Ch. 13, and since that time, have charged me $15 per month for a survey fee, & on May 3rd, charged me two $75 fees for something. When I called in Feb. and March of this year, I was always able to speak to a representative to get an answer, with no issue. I called on 5/4 and now get told that I cannot be transferred to any department, but a callback request can be started and they will get back to me to look at the fees to tell me what they are for. I have been working with my attorney, but at the moment, need to get an authorization form mailed to me to have them talk to her. So, in the meantime, I wanted to put in a complaint because I feel they are preventing me from getting what I need to be able to have my mortgage successfully handled. They also will not allow me to pay online any longer and need me to mail my payments. It's easier to pay online, but they have blocked that due to the Ch. 13 status. I feel they are really being unfair and charging me fees for no reason.

Desired Settlement: Removal of all charges and establish a better practice when I call in. Also, to be able to pay online again during my Chapter 13 process. Also, for them to file a proof of claim to finally make my Chapter 13 be completed.

Problems with Product/Service | Complaint Details Unavailable

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