Freedom Mortgage Corporation

Complaint: [redacted] 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, [redacted]

Ms [redacted] you will be able to refi with any other lender once the bureaus update your accountAs for a credit the representative you spoke with denies offering you any kind of credit

My mortgage loan was bought out by this company and all I can say is AWFULIssues ranging from not being allowed to make payments online (forcing me to pay a phone charge) all the way to failing to provide documents (after asking more than multiple times) so I can refinance my mortgage with a more worthy companyAlso very delayed response time with any inquiry I have had, if getting any response at allThe customer service is beyond poorRepresentatives having a bad attitude and failing to even allow me to speak with a manager The list goes on and on

Mr [redacted] , I do apologize for the issue with the April paymentIt appears that our representative entered your banking information incorrectlyThe late fee was waived as was the late charge, that payment had been made with an agentPreviously, for the February payment, there was an issue with the account number but that payment was made online, the bank account entered ended in [redacted] and the ABA ended in [redacted] but I can not provide any of the other digits due to privacy concerns but please check and see if these seem correctSince this payment was made online there was no intervention on our endI do not see any other issues with you payments prior to thisPlease let me know if there is anything else I an do for you.Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: The reply from Freedom Mortgage stated the following: "We did not provide the option of paying the remaining MIP premiums as a lump sum as this would have overfunded your escrow account as of the escrow analysis effective date." Freedom Mortgage has been able to refund us overages in our escrow account in the past Also, we have recently received a letter from Freedom Mortgage giving us the option of making a payment of $or spreading the amount over months to cover a shortage in our escrow account It appears that the option of making a payment is available once the Revdex.com is included into the conversation Regards, [redacted]

Ms [redacted] , upon receipt of your complaint I asked the cash department to review your accountThey advised that The January payment was reversed as NSF by your bank (check #SECU) We received a payment on 2/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 revokedI am not sure what is happening but I believe that you may need to contact your bankThe account is still due for the 3/1/paymentI am sorry that this is occurring but something appears to be at issue with the bankPerhaps the bank could do a three way call between them, yourself and our servicing center Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Mr [redacted] , upon receipt of your complaint I reviewed your accountI know that you state that your bank has sent proof of the payment but to date we do not have thatWhat we will need is the back and front of the cancelled checkIf the payment was made via ACH then we would need the back and the front of the banks check as we can not take electronic payments at this time and therefore your bank would have had to send a checkYou can email the proof to me if you like at [redacted] and I will send over to the cash departmentWithout proof from you we will be at a standstill as we can not locate a payment that we do not have proof that we receivedSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Ms [redacted] , your loan transferred to us from [redacted] They and the title company they used are the ones that recorded the mortgage incorrectlyWe have filed a title claim with the insurer [redacted] and have expressed to the claim rep the urgency of this issue and are waiting on their responseThere is really nothing else that we can do to expedite this process I am afraidSincerelyRoseanne GSrVice President Customer ServiceFreedom Mortgage Corporation

Dear Ms [redacted] , Please note the next to last line in my previous response that we have amended your credit so our reporting to the credit bureaus will not show you as late for the month in question Thank you, very truly yours, [redacted] Assistant Vice President

Complaint: [redacted] I am rejecting this response because: I accept the removal of all credit inquiries and await copies of the letters to the 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 days is an ABSOLUTE LIEMy experience the past months was nothing short of torture, the repeated requests for documents, not returning phone callsthe 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 themLet put it to you in a way you understand, I am spending over $ to refi with another company at 3.99% for years just for the satisfaction of DUMPING Freedom MortgageFreedom Mortgage just lost a great customer who has faithfully been paying a mortgage for years and never once was late or missed a paymentMaybe 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, [redacted]

[redacted] upon receipt of your complaint I reached out to my contact at [redacted] mortgageI asked for him to confirm if the taxes had been paidHe confirmed on 12/that the taxes had been paid and that your escrow account was being analyzedI am sorry that this situation occured, it seems to be related to the sale of the servicing of your loan to [redacted] and is likely an isolated incident.Roseanne G [redacted] Vice President Customer ServiceFreedom Mortgage

Mr***, upon receipt of your complaint I reviewed the loan historyIt appears that there was a misapplied payment that has since been reapplied correctlyThe late fees on the account have been waived and the account is now current and due for the 8/1/paymentThere was no negative credit reportingI apologize for the frustrations that this has caused youSincerely [redacted] SVP Customer ServiceFreedom Mortgage Corporation

September 7, Roman" size="3"> [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 credit reporting after your loan transferred from [redacted] to Freedom Due to [redacted] regulations, Freedom Mortgage is prohibited from reporting to the credit bureaus for days after the servicing of a loan is transferred to usCurrently, we are scheduled to report in September for your August paymentI’m sorry if this has adversely affected your credit but unfortunately, the issue is out of our control as we must comply with federal law 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 reviewed your loan with the processing managerShe advised that we verified the balances owed with a credit supplement which was pulled on 4/I was also advised that the balances being paid were reviewed with you by your processor prior to the loan closingAdditionally the amount were listed on the closing disclosure which you signed at closingHad you felt that they were less than what was owed we could have re-worked the numbers before rescission endedI am sorry that you feel you did not get the level of service you watned but we would have no other way to confirm the balances other than the credit supplement and your approvalSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Ms [redacted] , upon receipt of your complaint I reviewed your loan applicationAll appraisals are essentially the same and the ½ finished pool would have been an issue had your loan been a conforming loan or a FHA loanThey are not inspections howeverAt no time were we made aware of the condition of the pool or that there were ongoing repairsAs a courtesy I am refunding the appraisal fee, had we known about the pool we would not have advised you to proceed, so I feel that a little more communication on both sides may have avoided this situation.Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

I must say that I feel as though every time I speak with a representative from this company on the phone they either can never actually help me, always want to reroute me to someone else, make me put in a request JUST to speak with someone (which may take days to get a response from) or they just give me information so that the conversation can endThe lady who answers the operator line (the one who transfers your call) always answers the phone sounding as if I am wasting her timeDon't believe me? Call it yourselfI also have a short sale packet put in for the loan that I have through you guys and not only did it take over two months to be looked at, each time I called I was told a different date as to when a decision would be made and then eventually told that it was denied because of a VA policyWell, that was a lie! I spoke with the VA and they informed me to call you guys back and tell them that is not accurate informationLaziness on your part if you ask meI have NEVER had a good experience when contacting this companyIt seems like you guys are out to do more harm then actually help your customersI would never recommend this company to anyoneI will be so happy when I can wash my hands of this company

[redacted] , I apologize for the delay in getting the account updated with the analysis information from your prior servicerWe have adjusted the payment and applied the January payment on 1/27/We were not made aware that the account had been analyzed prior to the transfer of servicing from *** [redacted] to Freedom MortgageSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

October 13, 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 concernsI have reviewed your complaint and researched the issue regarding our solicitation contacts You have removed you from all phone and mail contact listsWe apologize for any inconvenience that 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] ***

Ms***, as you know you emailed me and I was able to confirm for you that the two payments were applied and provided you with an account snapshot showing the two payments posting in MayI also just provided with an update regarding the amount due for your July paymentPlease let me know if there is anything else I can do for you at this time.Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

August 9, Roman" size="3"> Mrs [redacted] and Mr [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 issues regarding the difficulties experienced in setting up an online account and the customer service experience Regarding the online account, our Customer Service Manager, [redacted] contact you personally and addressed the remaining concerns with the websitePer my correspondence with Lyndon, all of your questions were answered Regarding you experience with our customer service representatives, we are in the process of reviewing the calls and addressing any deficiencies found I apologize for the poor experience in starting your account with Freedom 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]