Freedom Mortgage Customer Service Issues

I am kindly requesting Freedom Mortgage to send me a scanned copy of the Form [redacted] for my taxes. The form I received yesterday is missing important information required for tax purposes, specifically: 1. Mortgage interest received from payer(s)/borrower(s), 2. Points paid on purchase of principal residence, 3. Refund of overpaid interest, 4. Mortgage insurance premiums, and 5. Real Estate Taxes. Your prompt assistance in providing the corrected Form [redacted] with the necessary details is greatly appreciated.

I am resending this message as I didn't receive a response. I spoke with Anthony Washington last week and he provided me with some numbers. I expressed the need to consider my options further. Despite this, he seemed insistent on an immediate decision, threatening to discard my application. After taking the time to deliberate and discuss it with my wife, I attempted to follow up with him by leaving a voicemail. Regrettably, I did not receive a response. If my inquiry does not warrant a callback, I may need to reconsider using your services.

Hello, I'm writing to address an issue with my recent home loan payment. Unfortunately, the payment was returned due to insufficient funds in my credit union account, as I had to assist my elderly father with a medical emergency. I contacted Freedom immediately after noticing the payment failure, but faced limitations with cash advances from my credit card. Despite getting paid recently, there seemed to be a discrepancy with the loan payment deducted early from my credit union, leaving my bank balance short by approximately $[redacted]. This is an unusual situation for me, as I have always been prompt with my house payments. Due to recent unemployment until March, my finances are stretched; however, I can cover the payment using my credit card balance. I am seeking assistance in processing this payment through my credit card, promising to address any late or convenience fees incurred. Your help in resolving this urgent matter is greatly appreciated. Thank you. - Laural Miller

On November 19, [redacted], I noticed that my last bill, due on October 1st, was paid. However, I couldn't locate the subsequent bill and was concerned about my mortgage payment for this month. I usually send my payment by the 16th, but it had not been posted. After contacting Freedom Mortgage customer service, I was informed of a $48.50 late fee. Cory assisted me with making a payment over the phone but charged $15 for the service. He mentioned I could request the removal of both the $15 and $48 late charges after a week. Upon checking my statement, the first representative assured me the charges were taken off. Now, with the latest statement showing a $48.00 late fee again, I kindly ask for an adjustment. Thank you, Sandra H.

I sent my March mortgage payment on 2/24. By 3/6, it hadn't posted, so I initiated a hold, concerned that it was lost. I contacted your IT team to set up auto-draft. On 3/8, I made an auto-payment. Surprisingly, the mailed check posted on 3/7 for 3/1, and the auto payment is set for 4/1. Can you please cancel the check payment due to the hold and consider the auto payment on 3/8 as the March payment? I intend to set up an auto payment for April on 4/1. My account number is [redacted]. Thank you for your assistance. Mike

I want to bring up an issue I had with the Lost Mitigation department. Approximately a year ago, a payment was taken from my bank account, leading me to seek a loan modification from this department. Despite assurances of assistance, all I received was a request for extensive documentation. I provided the necessary paperwork, detailing hardships due to health issues and reduced work hours, including the interruption of my granddaughter's adoption process. Despite my efforts, the department failed to reach a decision by the specified dates in December [redacted] and February. Subsequently, I received another packet to complete and incur further costs. This constant cycle has not resolved my situation, as evidenced by a recent $25 fee for a post-due inspection. Despite my updated payments, I continue to face challenges with added fees and reminders. I have encountered difficulties with various agents and am disheartened by the lack of progress and customer service. Though an employee named Owen initially provided good assistance, communication was eventually cut off, leading to a standstill. I remain dissatisfied with the overall service and communication from the company.

Concerns with Offer Change: We initially agreed to a rate reduction over the phone on Feb 26. Promised forms for the deal weren't received as expected. Days later, we were informed they wanted to provide a higher rate instead. Correspondence from Jonathan Spiker outlined the savings and terms for reducing my rate from 3.[redacted]% to 3%. The email also mentioned no out-of-pocket expenses besides title work and potentially a VA Funding Fee. Despite the verbal agreement and a confirmation email about the pricing exception for the 3% rate, subsequent communication indicated that rate was not approved due to market adjustments. They offered 3.[redacted]% instead. The difference in payoff time between the rates was highlighted. As a result, this situation appears to be a bait and switch, and I believe they should honor the original 3% offer outlined to me. -N.O.

Subject: Disappointed with Loan Handling To Freedom Mortgage Customer Service, I am deeply dissatisfied with the handling of our loan. A representative contacted my husband at work and offered a reduced rate loan with promised savings. We believed the loan was locked in on February 26 after a phone call, but have since been informed that the 3% rate was not approved due to rate adjustments. An alternate rate of 3.[redacted]% has been offered. Despite follow-up emails, there has been no resolution. Sincerely, Nadine O.

Since January 7, [redacted], I have been managing repairs for my elderly mother's home after a tree caused significant damage. The removal of the tree cost $35,[redacted] and resulted in damage to the fence, solar panels, concrete, and holes in the metal roof. I previously sent a check for enforcement, which you endorsed, allowing for the completion of the concrete and fence. Subsequently, a check for $50,[redacted] was issued by Nationwide for a new roof and gutters. After sending this check for your endorsement, I have encountered delays as you claim control over the funds from my mother's insurance. The urgency lies in preventing rain damage to the attic and ceilings before October. Please prioritize releasing these funds promptly to enable the roof installation. For further assistance, I can be reached at [redacted]. Your prompt action is appreciated.

To the Freedom Mortgage Insurance Division, I, Teri M., with Freedom Mortgage Loan # [redacted], wanted to address an issue regarding a recent letter from your insurance division dated 09/29/[redacted]. It mentioned a change to my Homeowners’ policy with “AARP/The HARTFORD- Policy 55RBF515203, which was not authorized by me. I did not approve any switch in my homeowners' insurance or the payment to the new company from my escrow account. I wish to retain my original policy with “AARP/The HARTFORD- Policy 55RBF515203. I request a refund of the payment made to the new insurance company without my consent and ask for it to be promptly sent to The Hartford for my new renewal policy. Kindly acknowledge that this message has been received and that steps are being taken to rectify this situation promptly. Regards, Teri M.