Freedom Mortgage Corporation

[redacted] , upon receipt of your complaint I reviewed the history on the account and your extra payment was refunded to you on the 18thIt would have been sent via regular mail so please allow some time for deliveryPlease let me know if you need anything else [redacted] Vice President Customer Service Freedom Mortgage Corporation

Mr***, I do apologize for the issues you had with the websiteWe were experiencing intermittent outages that caused issues when logging on or trying to make paymentsThose have been addressed with the vendor and have been correctedIf you have any future issues please feel free to email me and I will have someone assist youSincerely Roseanne G Vice President Customer Service Freedom Mortgage Corporation

[redacted] ***, 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 providedCan you please give me the primary borrower's name or the subject property address ? [redacted] Vice President Custoemr ServiceFreeom Mortgage Corporation

Mr***, upon receipt of your complaint I reviewed your accountIt seems that on 12/two drafts to pay the January payment on 1/in the amount of each in error You had called in to have one reversed but it was applied to principal in errorThey funds were then reversed on 3/and sent to your bank accountIf you do not show the receipt of these funds please email me at [redacted] I ma very sorry for the how long it took to get this resolved and we will be reviewing our procedures to assure that this will not reoccurSincerelyRoseanne [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

August 11, Roman" size="3"> Mrs [redacted] Re: Your complaint to the Revdex.com Dear Mrand Mrs [redacted] We are in receipt of your complaint and are happy to respond to your concerns I have reviewed your complaint and researched the issue regarding the overpaid PMI payment We have received the funds back from the PMI Company and a check in the amount of $is scheduled to be mailed to you on August 12, Please accept my apologies for any inconvenience this has caused If you have any further questions or concerns, please do not hesitate to contact me Sincerely, [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted] Phone: [redacted] or direct line [redacted] Fax: [redacted]

Mr [redacted] I apologize, I forgot to address that portion of your complaintThe 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 paymentWe submitted a correction to the credit bureaus to report November as current and paid as agreedThis will update with the next reporting cycleI apologize that this situation has caused you distressSincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Mr***, I reviewed your account and I show that we have [redacted] for your regular insurance with a premium of and [redacted] for Flood with a premium of There was a duplicate tax payment and we were waiting on the refund from the tax office before analyzing your accountWe have found out that the tax office sent the refund to youIf you do not send in the refund so it can be placed back in escrow you will have an escrow shortagePlease email me and let me know if you are sending in the refund [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

July 26, Mr [redacted] Re: Your Complaint to the Revdex.com Dear Mr***: We are in receipt of your complaint and are happy to respond to your concerns First, please allow me to apologize for the issues you experienced concerning the delayed paymentI have reviewed the issue and it is difficult to determine if the check was delayed due to the US mail or if there was some issue during the bank processing of the paymentThe check was received the Key Bank and we do not have access to the original so we are unable to return it to youHowever, we do have an image of the check along with the stop paymentI have attached the image for your recordsI hope this will suffice In addition, we will be happy to reimburse you for the $stop payment fee assessed by Bank of AmericaYou should be receiving the reimbursement check within weeks If you have any further questions or concerns, please do not hesitate to contact me Sincerely, [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted] Phone: [redacted] or direct line [redacted] Fax: [redacted]

I have extremely disappointed in this companyFreedom Mortgage approached our family & said we were approved for a loanMy husband has served his time in the service & they took advantage of his name & time in the U.SArmyWe have been in the process to refinance our home to pay off medical billsWith great promises from Freedom Mortgage we were approved due to the tremendous equity we have in our homeNov was when this process beganThey required every ounce of paperwork & continued to lose it between all the different people that became our repIt is now June & they have more paperwork than our own bankExtremely disappointed & ready to take legal actionMy spouse served our country & this is how he is treated on our own country!!! I highly recommend to stay away for this company Very unprofessional & know one seems to know what's going on

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: this was handled over the phone after complaint was sent and freedom mortgage agreed that the person who handled my escrow at the time will never be allowed to handle it again and the proper management will handle this employee for making this huge of a mistake I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Ms [redacted] , I never said that the payments were coming back NSF , the bank is telling us that the payment are not authorizedThis is why I suggested a three way callPlease let me know if we can set that up for you

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

Complaint: [redacted] I am rejecting this response because:when I called on 3/3/I was told that the check was mailed on 3/1/by regular mail and I was told on 2/by Chris, escalation team, teller ID [redacted] that the check would be expedited and sent overnightWhich I thought should have been sent out no later than 2/ Now you are telling me it didn't go out until 3/3,so I don't know what to believe and now you should know my FRUSTRATIONAlmost months later and still don't have MY money Regards, Brigette ***

Ms [redacted] , I would be happy to review the situation with your escrow accountCan you email me a copy of the escrow statement showing the shortage and I will see what took place and what we can do to assist youMy email is href="mailto:[email protected]"> [redacted] I believe that you have been communicating with our servicing area and since we are not servicing your loan they are not able to find and account and are not sure how to proceedI can work with the origination side of the business and see how the loan was closed and what we had for taxes at the time of the loan closing Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI received my check today Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This business is supposed to be one of integrity and high standards I realize that FHA has guidelines, however, as a business and as information of importance, this information should have been shared with all parties as soon as it became available Secondly, all items I was told that wouldn't be needed during my initial conversation with Bill O were later requested during the processing of this loan, i.e., no out of pocket expenses, but loan application listed my escrow account and there other charges listed I was told that income verification was not required, however, pay stubs were requested I was told that an appraisal was not necessary, however, on the loan application, it indicated that an appraisal may be requested at my expense I was told during my initial conversation with Bill O on 2/10/that I qualified for the streamline loan He reviewed my credit history during that conversation The lateness was discussed along with other issues He indicated that those issues would not stop me from getting a loan approved under the terms listed and I should go to settlement around 3.10.2016, with my first payment due to Freedom Mortgage on May 1, The loan was being processed and I was kept abreast of the processing On 3/2/2016, I called Bill O to make him aware of my concernsAs a result, that's when he reminded me again of the latenessA letter was later received from Bill O dated, 3/2/2016, the same day I spoke to him, denying the the loan He indicated that it was denied due to another credit report that was below the required score It appeared that my loan was already approved, It appears that I was scheduled for closure on or about 3/11/ My questions are, why was another credit check required after my loan was already approved and secondly, when did your staff find out about the new regulations and when were you'al planning to inform me I get one response indicating that the loan was denied due to a mortgage lateness, however, Bill O letter indicated that it was due to a credit score I would like yo have my questions answered This is bad business practice Regards, [redacted] ***

Ms [redacted] , I reviewed the loan application you had with usYou requested that the file be withdrawn on 4/16, the request was immediately acted uponThe 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 [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

July 26, Roman" size="3"> Ms [redacted] Re: Your Complaint to the Revdex.com Dear Ms***: We are in receipt of your complaint and are happy to respond to your concerns I have reviewed your complaint and as I understand the issue, you entered into a land contract agreement to purchase the subject property at [redacted] and are about months into a month payment planI asked that the issue regarding the land contact be elevated to both our legal counsel and Underwriting ManagerOur legal counsel has stated that we can proceed with the land contract as long as it meets FHA guidelinesOur Underwriting Manager has also reviewed the land contract and agrees that we can proceed provided that we obtain a satisfactory pay history for the payments you have madeIn addition, FHA guidelines require a month residence pay historySince you have only been making payments for months, a pay history for your prior residence will also be required to cover the month FHA requirementObtaining pay histories for an existing mortgage is a standard practice when processing a mortgage loanYour processor can provide direction for the best method to document this requirement If you have any further questions or concerns, please do not hesitate to contact me Sincerely, [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted] Phone: [redacted] or direct line [redacted] Fax: [redacted]

To their credit, they did finally resolve payment credit issues...but this took at least weeksBut the website is a) very difficult to access, even in off peak hours, and b) they have a "policy" about how to apply payments that are made over/above amount due that is, I believe, illegal...unethical at a minimum, and a breach of contract more probably Their policy is to take anything over/above and apply it to the next months payment, with prorating to escrow, principle and interestBy definition, anything over /above should automatically be used to reduce principle unless specifically requested otherwise Why? Because to do anything else causes additional interest to be paid...essentially amounting to a prepayment penalty, while the loan documents specifically state there is no prepayment penaltyI always pay extra, and my loan was recently sold to Freedom from the original lender Previous lender always applied extra to principal, but when I received my first statement from Freedom, I noticed it wasn't happening as intended and phoned to question and resolve As I said, weeks...and told that it is their "policy" over and over I wrote and made point that they can't just make up a policy that penalizes me...of course no response to this I am hopeful that Revdex.com can recognize that this is shady business and seek to help them fix their crooked policy I would move my mortgage but don't want to go to the expense of another refi as I'm happy with my interest rate

This company has been nothing but a headache I refinanced with what I thought was going to be [redacted] and somehow ended up with Freedom at the end of JanuaryFirst issue was somewhere in between my house insurance which is supposed to be escrowed in was not paid, so I had to pay that out of my pocket which never was acknowledged by either, at first I brushed it off due to supposedly it being soldBut then I'm being contacted saying my escrow is short, so I pay the amount its short, now they are raising my monthly payment more saying escrow is still shortThis is ridiculous because all of this has gone on over the period of months by the time it officially closedCustomer service seems unwilling to work with me and even though I have complained they did not even look into it before taking an automated payment from my account for more than I authorized at the beginingI am disappointed in the lack of courtesy they show to their customers, and that it appears they are not interested in customer loyalty