Freedom Mortgage Corporation

Mr [redacted] , we take our customers experiences very seriously and are very concerned about the interactions you hadWe will be pulling the phone calls and reviewing them to determine if the individuals involved need additional training or something more aggressiveIf you continue to have issues please reach out to me directly and I will have someone assist you personallyI can be reached at [redacted] Sincerely [redacted] Vice President Customer ServiceFreedom mortgage Corporation

Ms [redacted] upon receipt of your complaint I asked the servicing department to review your request to have your credit reporting amendedThey reviewed your request and have sent an update to the credit bureaus removing the delinquencyPlease let me know fi there is anything further that you need.Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Ms [redacted] , upon receipt of your complaint I reached out to our marketing department and requested that they remove you from any of our marketing listsThey confirmed that they removed you and you will not receive any further solicitationsPlease let me know if this is anything else that I can do for you .Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: A real financial institution that makes an error does not refuse to address it for their customers that they wish to keep as their clientsWe are going to pursue legal actions for our closing cost to refinance out due to this issue, along with other credit agencies errors that took months to address with Freedom mortgageYour agency is a FraudWe paid these taxes and will no longer be paying our taxes in our mortgage until we refinance out of your company since you REFUSE TO ADDRESS AND INDICATE THE CORRECT TAXES on the statement as requiredLike all real mortgage institutions, which Freedom mortgage is not We will also call the media and let them know what a fraudulent company you are and how you do businessSo keep in mind for our April mortgage statement our Taxes will not be included and the payment will go straight to the county [redacted] Regards, [redacted] & [redacted] - ***

Mr [redacted] , as you know I did try to get the approval for you to act as your own contractor but this was denied due to our investors guidelinesI am sorry that we could not have met your request

***, 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 vswhen the invoices are dated and there are deposits that need to be sourced but the invoices only show depositsI think that you would need to provide the additional documentation for the other deposits and a letter explaining what goes with which depositBelow is what was outstandingThe 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/ [redacted] Please provide LOX and paper trail for the followingdeposits from B of A bank statement, period end date, 03/11/2015: 02/10, $1,2900; 02/11,$600; 02/12, $from [redacted] 02/24, $2,250; 02/27, $1,from [redacted] 03/03, $2,400; 03/10, $2,· Bank Statements-Source of FundsProvide source of funds for the following: Provide LOX and paper trail for thefollowing deposits: 01/15, $3,and 02/03, $1,from [redacted] (Depositstotal > 2% of the Original Property Value)please let me know if you need any further assistance, you have my email [redacted] Vice President Customer ServiceFreedom mortgage Corporation

[redacted] , I have reviewed your complaint and alsi I have gone over the emails you have been exchanging with David A [redacted] here at Freedom MortgageYou colsed on a refinance on 1/28/14, at that time your existing loan with [redacted] was due for the 2/1/payment but because you closed on 1/28/your did NOT have to pay the Feb payemtn to ***You should have been refunded that payment by [redacted] after your loan paid offYour new loan, which is also serviced by [redacted] had a first payment due on 3/1/14, as evidenced by your noteThat is why [redacted] is calling for the March paymentDavid a [redacted] emailed you On May 7th asking you two questions, What happened to the payment you made on 1/and did you get a refund after that loan paid offTo date he has not gotten a reponseSince 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/without you telling us[redacted] Vice PresidentFreedom Mortgage Corporation

To give you an idea of how incompetant this company is, when they transfrerred the servicing of my loan to a diffrent servicer, they did not give them the correct balancesAbout days after the transfer letter saying all payments should be sent to the new servicer, Freedom began calling saying I was late and asking for paymentThe poor CSR's who were calling had no idea the loan was being transferedOne of them said, "I'm embarrased for us"To correct the balances issues, Freedom reversed payments I had made and had the new servicer post them months laterI'll be fighting thatIf you use this company, become familiar with how to write a RESPA letterMy gut tells me they've grown too fast

Mr [redacted] , I took a look at the loan we are currently servicing and do see that you were charged late fees for Jan and FebI have waived thoseI also see that the loan was final approved today and that the loan is schedualed to close on the 20thplease let me know if I can do anything further for you at this time[redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] , upon receipt of your complaint I reviewed the loan closing documents as well as your escrow accountThe 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 accountFor 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 shortageThere 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 [redacted] Freedom Mortgage Corporation

August 11, Mr [redacted] and 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 solicitation calls and mailings you have been receiving I have requested that your phone number and address be removed from our call lists and received confirmation back that both have been removed I apologize 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]

August 18, MsLidia [redacted] and MrJeffrey [redacted] Re: Your Complaint to the Revdex.com Dear Ms [redacted] and MrMr [redacted] : We are in receipt of your complaint and are happy to respond to your concernsI have reviewed your complaint and researched the issue regarding the difficulties you encountered in making your payment on our website We are constantly striving to resolve any issues relating to our websiteGiven the issues that you have encountered in attempting to make your payment, we have amended your credit for the July 1, payment I apologize 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: ###-###-#### or direct line ###-###-#### Fax: ###-###-####

[redacted] ***, Upon receipt of your complaint I asked [redacted] , a customer service supervisor to contact youOver 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 connectedThe website was having some issues and in addition approximately 30,new loans were boarding our systemThis 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 neededYour taxes were paid on 10/If you would like the history please email me at [redacted] I do not see that there any late charges and there was no negative credit reportingPayoff statements were generated and sent on 10/16/15, 10/21/and 10/22/and the loan paid off on 11/4/As for the year end statement, those are not generated until year end and are mailed out the borrowersWe cannot provide one earlier than that I am afraidSincerely [redacted] Vice President Customer Service Freedom Mortgage corporation

Complaint: [redacted] 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 pm [redacted] 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, [redacted]

February 23, [redacted] Re: Your Complaint to the Revdex.com [redacted] [redacted] Dear [redacted] We have reviewed your complaint and researched the issue regarding the reporting of your bankruptcy to the credit bureaus Your Chapter bankruptcy was originally filed as a Chapter bankruptcyOur records were never updated to reflect the conversion to a Chapter which caused the confusionCredit reporting guidelines are different depending on the type of bankruptcy We have updated our records and your account will be reported as discharged with our next reporting cycle to the credit bureaus (currently scheduled for March 12, 2018)Once the account has been reported as discharged, there will be no further reporting on the account to the credit bureaus as required by law Sincerely, Joseph PP [redacted] Director Customer Service Freedom Mortgage Corporation [redacted] ***

October 12, [redacted] Re: Your complaint to the Revdex.com Dear Mr [redacted] We are in receipt of your complaint and are happy to respond to your concernsI have reviewed your complaint and researched the issue regarding the missing payment We have located the payment in the amount of $1,which was routed to us in error and applied to the incorrect accountWe have reversed the payment from the incorrect account and forwarded the payment to [redacted] on 10/7/ Since [redacted] has your account and records, any amendments to your credit must originate from them If you have any further questions or concerns, please do not hesitate to contact me Sincerely, [redacted] ***

Mr [redacted] upon receipt of your complaint I asked the cash department to review your accountThey advised that the system held the extra funds to the payment of mortgage insurance and it appears that it kept to muchWe did need to make one last payment for mortgage insurance as it is paid in arrearsAs such there is now in the accountThey have disbursed that today and check will be available next week to be sent to youMy apologies for the delay in issuing this final checkSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] I do apologize for what must have been a frustrating experienceWe are reviewing the interactions between you and our staff and will send those individuals for additional training as neededTo address your question about the late charge, there was on assessed on the payoff statement because the loan was due for the January payment when the payoff was run and the good thru date was after the late charge dateYour loan paid off on 1/15/and you were not charged nor did you pay a late fee, the amount collected for it on the payoff deposited into the escrow account along with some additional interest the title company sent, the total amount was This was combined with your escrow balance and a total of was refunded to you on 1/29/(within the business days allowed for the refund of an escrow account).I am attaching [redacted] 's year end statement as well as a copy of our January statement which included our year end statementBetween the two you will have all interest and taxes paid in Please let me know if I can be of any further assistance and again, I am sorry for the frustrations you experiencedSincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Mr.*** ***, I asked our escrow department to review your account and advise why the taxes had not been paidThey advised that the loan was set up with the first tax installment, due to be paid from escrow for 11/We received the bill amount for the 9/30/installment and paid it in error [redacted] Our tax vendor, verified that the 9/payment inadvertently caused the next Due Date to roll ahead and skip the installment that should have been paid 11/ [redacted] , has verified with Dekalb County that they marked the lien as “Satisfied”, but would only retract that status if it was due to their errorPer [redacted] @ Dekalb, Freedom Mortgage would have to send a letter to the three credit agencies (Equifax, Experian and TransUnion) explaining the error and the agencies would eventually remove itThese letters are in the process of being drafted and a copy will be sent to you as soon as possible [redacted] has confirmed that a check for the interest the you paid IAO will be deposited into your escrow accountI apologize for the distress this has caused and we will be reviewing this with the tax service to make sure that this does not reoccurSincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Ms***, I do apologize that you were frustrated by the refinance processWhen 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 fundedBelow I will address the issues you experienced while the file was in process1: My personal loan representative never returned my voicemails or emailsUpon receipt of the complaint we pulled all calls and emails between yourself and the loan processorIt was noted that the processor could use some retraining in regards to being responsive to phone callsShe did return emails but the level of response to phone calls was not acceptableThis has been addressed with her and she will receive additional training2: 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 neededThe first one did not have sufficient funds; the second did not show your nameWe were not trying to be difficult; we just have to have the proper documentation in our file3: The closing date was set and confirmed The day of the closing at about pm I was contacted by the attorney and everything was setAt pm when the closing was going to happen I called the attorney and he said the closing was cancelled and he received notice at pm He thought the company called me so that is why he never called me againThe company never called me or sent me an emailI called my loan officer but they never answeredI tried their supervisor wit the same resultI 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:pm on 10/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 workI am not sure what online system you are referring to but would be happy to have that looked into5: 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 [redacted] Vice President Customer Service