Suggestions for improvement in customer care. Through Lending Tree, we were contacted by Freedom Mortgage Corp. Among other companies to refi our current home mortgage. To all of these companies, we gave all the info required for a credit check and, of course, the property address. After we received a call from number six, we decided to sift through the first six and decide on our best option. We decided on a company to refinance with and notified all other companies that we did not care to pursue further dealings in refinancing with them. Of course, all 6 companies inquired into our credit, no problem. Received some letters from companies we did not choose for the record, acknowledging that we had withdrawn from the process. Then we received a notice from FReedom Mortgage Company that our APPLICATION had been denied due to value or type of collateral not sufficient. WHAT APPLICATION? WHAT APPRAISAL?
To his credit, Mr. Robert Sadowsky, finally did return my phone call. Although his tone was a bit on the defensive side, he did answer my questions. He was not unprofessional but I must say the company answers did not seem professional. What application. Apparently giving him access to our credit report did an application make. The company we did go with electronically sent us an application which we completed, signed, and electronically returned to the company. WHAT APPRAISAL? Apparently Freedom mortgage is too lazy to have you agree to and sign up for an actual appraisal, they go to a Freddie Mac or Fannie May site and see what the computer machinations at those sites have come up with. When we withdrew from negotiations with this company, I'm surprised they even did this. The company we decided to go with, actually set up an appraisal with a certified appraiser, who charged for his services, and we did meet the collateral.
The only reason I pursued this in the first place was because I thought the capricious nature of loan denial would be a ding on our excellent credit. Mr. Sadowski assured me this did not appear on our credit report. When I asked him why he did not show in this letter that we withdrew from doing business with his company instead of citing a non existent appraisal, he answered that there was no box to check for that being the reason.
For the suggestion box for freedom mortgage corps:
1. Please make your customers aware that they are making a loan application simply by engaging in an exploratory phone call with your company and that they will not have an opportunity to sign said application
2. Please include a checkbox in your checkboxes, you already have 23, to include one that says... Customer withdrew from process
I feel that this will at least help you look as professional as your peers
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