Freedom Mortgage Corporation

Mr [redacted] , upon receipt of your complaint I asked the escrow department to review your loanThey advised that the loan was originated on12/14/and we acquired the servicing on 1/12/The property taxes were paid, based on the Homestead Exemption, in the amount of on 4/19/The loan is scheduled for the Annual escrow Analysis in October of each year (state determined date)As a courtesy we ran an off-schedule analysis effective with the 6/paymentThe new payment amount will be and a surplus check of will be sent separate from the analysis statementPlease let me know if I can be of any further assistanceSincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because:The response fails to address the complaint specific to my detailed correspondence of 3/26/and further fails to address the escrow discrepancy as I outlined It does not address the mortgage escrow details Whereas I have received an email from [redacted] ***, indicating some movement, Freedom and my loan care has yet to reply to the specific request of my 3/26/inquiry I am continuing through month #to contact Freedom and My Loan Care numerous times a week without resolution Their continues to be a lack of response to voice mails left in an attempt to resolve this issue [redacted] has been the only one to reach out to me and there are encouraging signs yet I remain with the issues unresolved and my correspondence from 3/26/have yet to be addressedIt is unfortunate that Freedom via MyLoanCare seeks immediate responses from their customers yet their is no accountability for the same to their customers Regards, [redacted]

Ms [redacted] upon receipt I asked the payment processing and cash departments to review your issueBelow is the information that provided in response to your issue: The borrower’s have used the following account numbers to draft their payments /> [redacted] Seems that when the spouse called in to make a payment on 4/28/14, she cancelled and said that she didn’t have the account number on her, so the draft was deleted (as shown below on 4/28/on [redacted] screen)The amount indicated on the bank statement is not the same amount listed on the system for 4/28/ [redacted] [redacted] *** [redacted] DELETE TODAYS MAINTENANCE [redacted] [redacted] *** [redacted] REQUESTED BY PHONE NUMBER ACCT NUMBER [redacted] DRAFT AMOUNT [redacted] Also according to the information the borrower sent to us, it’s looks that the transaction was a transfer transaction / share adjustment for [redacted] for account number [redacted] According to the document they sent to us, it seems they were transferring money from one account to another and put the reason/memo as Freedom Mortgage because the “Type category: states “Transfer”The payment they are stating that we took from their account is different than the account number listed in the system on 4/28/The payment on 4/28/never occurred (different account# and different amount) which is the reason we cannot locate the payment · Account number listed on the documents is [redacted] and this account was last used on 3/28/ · The account number listed in the system on 4/28/is [redacted] Freedom Mortgage Corporation

Ms [redacted] , I am sorry that you are having issues with the payments postingThe PO box is checked every day, it is located at [redacted] our payment processing bankThe process the checks the day that they get themOne issue that could be delaying the posting is if your bill pay service is trying to send an electronic paymentAt this time we can not accept electronic payments so the bill pay service has to send a paper check and this may be part of the delayWe will be able to accept electronic payment in the future, we hope to have this available by late spring or early summerI again apologize for your frustrations and have waived the late fees on the account Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because:No this is not resolved and had I benn able to open your last noticeI would have responded as I am not satisfieid and they need to learn how to add! how can there be so many complaints against this co for the same reason if they are not true Regards, [redacted]

Ms. ***, upon receipt of your complaint I reviewed the payment information from the old loan compared to the new. The difference you are seeing is because the mortgage insurance payment on the new loan is 79.32 while it was 54.59 on the old loan. The principal and interest went down but the... MIP went up. You previous payment (based on the statement you provided) was 877.87 and the current payment is 884.78. You are saving money with the lower interest rate and the mortgage insurance is not required to be on the loan for the full 30 years. Please let me know if you have any further questions. Sincerely [redacted] Vice President Customer Service Freedom Mortgage Coporation

Ms [redacted] upon receipt of your complaint I asked the department that handles the transfer of loans to review your accountThey had not been made aware of the sale of the loanThey reached out to the department that handles the notification of the sale and there was a lapse in communicationThey have updated the loan and it was released on the 9thA representative reached out to you to advise and apologizePlease accept my apologies as this was an oversight and I am sorry that it caused you frustration'Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: It should not have happened We paid off the loan on 1/12/and yet we were marked as late for January and February of This caused significant delays in closing on our next home It also caused us significant stress and the only reason you corrected it was because we had our broker contact you to correct it I am not sure how much money it costs them but they had to have it removed and probably only got through to Freedom Mortgage because one of them had a contact there Otherwise I am very sure that this would have cause us to lose our contract on the home we are purchasing Also when my husband had to call Freedom to give verbal agreement that they could speak to our broker for us and the credit bureaus for us the lady on the phone said you could not take a verbal agreement over the phone, when whoever told us you could Your whole company is a complete mess No one is told the same thing and everyone gives different answers I will never accept this as if you actually fixed it on your own What a total lie We have told numerous people never to use you and will continue to do so You are a horribly ran company with the worse customer service everYou stated in previous responses our credit would not be harmed and yet it was It is actually against the law to charge us late fees when you are going through a transition anyway and yet we still had marks on our credit You should be ashamed acting like you and you alone fixed this You wouldnt have even known had we not found out when we pulled our credit No wonder you have so many complaints against you Regards, [redacted] ***

Ms [redacted] , upon receipt of your complaint I asked LoanCare Servicing to review your concernsThey advised that they did not see that you had an unapplied balance of at any point on your accountRight now, due to the short payment you sent in November there is in suspense and the loan is still due for the September paymentYou appear to have been sending in less than the full payment and partial payments can not be appliedAttached is your loan historyThe account has been analyzedYou new payment is effective with the October paymentSo right now you owe the following: September - October - November - December - The funds in suspense can be applied towards past due payments by calling into the servicing centerI would urge you to do this as soon as possible so that your account can be brought current Sincerely Roseanne G Vice President Customer Service Freedom Mortgage Corporation

Every month when I have to make my mortgage payment I have issues with their payment portal I am either logged out, it fails to function correctly with the web browser, there are errors loading the page, etc Last month their system attempted to pull funds using the routing number for wiring funds, which I never provided them or authorized them to access, which resulted in a failure to take the payment nearly resulting in a late payment of our mortgage Every month I end up having to talk to a customer service representative who has no answers or help for me aside from having to end up taking my payment over the phone and waiving the phone payment feeYes, thats correct, if their online module is not functional their system is set up for a $convenience fee for you to pay through their phone systemShadyA process that should take a minute tops always takes 15+ minutes of attempts to log on, load pages, access accounts, punch in loan numbers and SSNs through the phone and then talking with a representative I can't imagine how this company functions on the inside if this is how things look from the outsideI'm kind of at a loss knowing I have years and years ahead of me dealing with this company

Mrs [redacted] , upon receipt of your complaint I met with our funding departmentIt appears that they were aware of this problemThe title company provided us the wrong wiring information for your closing attorneyWe rely on the title complaines to provide accurate information for their closings, that did not happen in this caseThe funds were returned and were disbursed properly this morning.Please let me know if there is anything else I can assist you with [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, I am sorry that you feel this way but there is really nothing I can do to address your rebuttalThe loan can not be made due to the late payments on the other mortgage

They bought my FHA streamline immediately after refinance A few things stuck out immediately: - Their website has two tiers, two separate logins, before you can get to your mortgage Just kind of crappy- You cannot schedule weekly automated payments Minor - no paperless service "In the plans" they said, a year agoSince then, I've had two more major issuesFirst, they didn't pay my homeowner's insurance, despite having the information and collecting the escrow for the payment I called to get it sorted out, and spent several days on the phone between them and the insurance company Was told we are all good, payment going outDeadline came and no payment received I had to call again and fight my way through more ineffective people to get an emergency same-day payment out to prevent a lapse in coverage The company is remarkably poor at left hand/right hand situations, and gave zero follow throughOther big issue is the constant spam My property is 'upside down' or underwater - I owe $98k, its worth maybe $65k This is factual and easy to prove Despite this, I get near CONSTANT ads from Freedom - Cash Out Now! Use all that equity you have! At first it was just annoying letters every month, but now its high-priority cardboard USPS mailers from New Jersey every two weeksI've called or times - remove me from this list do not contact I've expressed that this is useless - I do not have equity, I have nothing to cash out There is no reason to bombard me endlessly Despite all these calls - several confirmed and noted in my file all over their system - I still get these every week or twoIn summary, Freedom's services are archaic - poor website/interface, no paperless options, constant spamming and harassment, inability to fulfill their own escrow responsibilities without constant prodding, terrible data management, sub-par service all around I am honestly considering cashing out part of my retirement just to be rid of these clowns

Ms [redacted] , I apologize for the issues you were having with the tax payment and the refinanceIt appears that the over due tax payment was what was holding up the refinanceI was able to get the taxes paid on 3/22/16, with any penalty or interest paid by Freedom and your refinance is scheduled to close on 4/1/The root cause of the delay in the disbursement of the tax payment will be thoroughly reviewed and corrective actions will be taken as neededThank you for bringing this to our attentionSincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Freedom Mortgage is a ridiculously incompetent companyI tried to make my mortgage payment on their non-functioning website, and kept getting error messages when I tried to submit my paymentI called Customer Service (getting through to them is maddeningly difficult) and was told that the reason I couldn't make my payment was because I was on an [redacted] computer and their website doesn't work with [redacted] security featuresI told him this was very inconvenient, since the only devices I have to make online payments are a [redacted] an [redacted] desktop and an [redacted] There is a fee to make a phone paymentI also questioned this because my payment has gone through (not without glitches, mind you) in the pastThe agent was not sympathetic and gave me no reasonable optionsHe said he would waive my fee for this payment and proceeded to take it over the phone The next day I found that two payments had been taken from my accountThis was a large amount of money, and put my account into a negative balanceI called to get them to refund it, and they told me I would have to provide my bank statement to them as proofI was completely gobsmacked at this inconvenienceSo I faxed this information (who faxes anymore??) and called in again to find that this wasn't an immediate fixThey would open a work order, (which they still hadn't done from my very irate previous phone call) and when they got around to looking at the fax, they would "process" itThis was on FridayShe told me to call back Tuesday to see if anyone had seen my fax, and also advised me to email the info, just in case they didn't find the faxWhat?? (This was the first time I'd even heard that they had a customer service email.) I sent the email with the required "proof." PLEEEAAASEAny other company would have refunded my money on the spot! We were going out of town over the weekend and had to scramble to find another way to fund itIt is now Wednesday, and when I called in to see what has been done, they said they might get around to reversing it on FRIDAYUNBELIEVABLE!!!! So I am expected to have a negative bank balance for an entire week because of their mistake?!! The customer service agent even had the GALL to say incredulously, "our mistake?" when I said this to himAgain, unbelievableI always make my payments on time every month and this is how I'm treatedIt seems like a company would want to encourage their customers to make their payments and make it easy for themI will never, ever get a mortgage with Freedom Mortgage again

[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 afraid.Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage corporation

Mr [redacted] , upon receipt of your complaint I asked the loss mitigation department to review your concernsThe advised that you were already delinquent before you entered in to the trail payment plan for the loan modificationBelow is a listing of the payments applied to the loanThe trail did not start until we got a payment from you on 10/but you were already days delinquent at that timeFurther the agreement you entered info was not for the full payments, they were trail payments to see if you could afford the loan modificationThis did not change what was actually due on the account at that timeYour trail plan agreement advised you as such with the following languageWe have removed the days reporting as a courtesy but the and days lates will not be removed Date Reported [redacted] [redacted] * * [redacted] [redacted] * * [redacted] [redacted] ** [redacted] [redacted] ** [redacted] [redacted] ** [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

[redacted] , upon receipt of your complaint I asked our processing area to research the issue with the closing disclosureThey advised that you had elected to receive the closing disclosure electronicallyOne was sent to you in that manner on 12/10/but it has never been openedAdditionally we pulled phone calls between yourself and our staff and we never refused to send you the closing disclosureOn 12/at 4:04PM Kerry Frysinger sent you a copy of the initial and final closing disclosureYour loan has since closed and funded so I assume that you agreed with the figuresAs for the credit reporting, FISERV, the vendor whose system we use for our loan servicing functions, reported a number of loans to be in forbearance in errorThis occurred at the end of October and was corrected within a few daysThe loan is not reporting as having been in forbearance Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

I had a mortgage which I refinanced with freedom mortgage in July of They were supposed to apply a credit of plus a refund of interest paid on that amount as it was a va funding fee refund for my being a >30% disabled combat veteranThey refunded it in June, in response to my original complaint ( [redacted] )However, only days after that complaint was closed, they took the money back out of my account and refuse to credit me my VA Funding Fee and are doing nothing to rectify the issue weeks after I notified themThey originally received my funding fee from the VA in March of and have YET to apply it to my account and keep it appliedThis is dispicable to veterans everywhereRefund of the $Refund of interest accrued on this amount as a result of their failure Letter of apology and why they withheld money rightfully owed to a disabled combat veteranDirect line for any additional issues to a VP or above

[redacted] , my understanding is that we have been in communication and that we resolved this issue to your satisfactionPlease confirm for the Revdex.com Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation