Freedom Mortgage Corporation

Mr [redacted] , I am sorry but presently our online payment system requires that you pay past due late feesWe are going to be changing that in the future but for now it is a system requirementYou can always mail your payment without a fee or use your banks bill payment service without a fee We apologize for the inconvenienceSincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Mr [redacted] the current shortage is because last year we paid your taxes in January but this year it is scheduled for December, making it paid one month earlierThis caused the shortageIn the interest of good customer service we will pay the shortage, which is

Mr [redacted] was have investigated the file internallyAny actions we take against any participants is an internal matter and not something that we will share publicallyWe take all complaints seriously and each receives a complete reviewErrors or situations where additional training might be needed are addressed as are anything requiring more escalated actionsSincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Ms [redacted] , upon receipt of your complaint I asked my cash department to look into the missing paymentThey advised that they received a wire from Loancare Servicing on 7/5/which included the payment that had been sent to them in errorThe payment was applied to your account the same day We are updating the credit bureaus to reflect the June payment as on time and not latePlease let me know if there is anything else I can do for youSincerely [redacted] Vice President Customer ServiceFreedom 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 accountSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: The response does not address the unwillingness of supervisors to give service agents authority to take action on simple questions And there are several errors in the response The document attachments (2) are labelled 1098--but in fact they are not the form sent to IRSThey are copies of statements by two parts of Freedom for November and January (which I already had in my files) The response says that the late fee ($138.43) and interest were added to the escrow account and paid on Jan= $ Yes, the check was for that amount, and it comprised $1,escrow balance stated on payoff fax from Freedom as of Jan 07, plus $escrow sent by wire in the payoff on Jan Fact: there were no other funds included in the $refund of escrow I don't know about the interest paid in January, but the late fee of $was NOT part of the escrow payoffThat was noted by at least one service agent on Feb As I think I implied in my complaint, the Freedom data system (accounting plus service annotations) is pretty vague.As an example of vague and sloppy processing: I was told by a Freedom Mortgage service agent in [redacted] ( [redacted] ***) that my form had been sent prior to Feb Wellthat (the real thing) came in the mail today (3/14/16)--does it take weeks in the mail, or more likely the Freedom system doesn't process documents when they say they do Of course, it doesn't help the service agents that Freedom created two account numbers for this loan, and specific agents ( [redacted] and [redacted] ) were able to see only part of the records for 2015.These were quite simple questions and small dollar amounts Faster and reliable responses should be the norm Regards, ***

My husband& I had a mortgage for a home in [redacted] and Freedom Mortgage bought our mortgage in July It has been a mess since thenOur mortgage payments, although taken out of our checking account were never processed on time, and then when we paid off our mortgage in full 10/14/with a forwarding address included in the packet, despite multiple calls to the company, as of today 12/12/16, we have still not received our escrow checkI am put on hold up to minutes, and was told 11/29/that we would have the money returned in 7-business days & still have not received my escrow moneyI have made multiple phone calls and they keep telling me I will get my money back, yet they do not put my correct address in the computer again and againOur mortgage payoff was completed and paid in full and filed 10/17/Tonight, again they are telling me they don't have my updated address despite a forwarding address included in the mortgage payoff and a forwarding address with the [redacted] service, let alone multiple calls including tonightI am currently on hold 40+ minutes right nowHorrible, unethical, unacceptable customer serviceThey owe us 2,plus interestAndrea Weilbrenner

Complaint: [redacted] I am rejecting this response because:I'm surprised why I've to wait for another reporting cycle for getting it fixedIf they can send the delinquency notification over night, I expect a similar swift action when they realize the mistake is at their endI'd like to leave the complaint open until the issue is completely resolved, i.eletter in writing to me from them confirming their erroneous reporting to the credit bureaus and the current status of my mortgage accountAnd what's the compensation they offer me for the time I wasted so far even though the mistake was not at my end Also, since Escrow account shortages were highlighted, I would like to let them know that I'm disputing there Escrow calculations (mailed in Jan 2016) as the calculations are not accurate because of the same lapses/misses by their accounting departmentI've sent an email to the customer care with a detailed analysis of my Escrow account and the expected Escrow balance, including the documentation supporting my analysisWaiting for a response to my email Regards, [redacted]

I refinanced my mortgage and it got sold to Freedom Mortgage I sent in my first payment via my bank on 09/23/ Freedom Mortgage cashed it on 10/03/ Then I received a notice of non paymentSince October and continuing on, I have made numerous calls and sent faxes and emails to customer care showing the cashed check I continue to receive notices in the mail of my non payment Today, I was told that it would take up to December to resolve this issue I don't understand why! The check clearly stated my loan number

This company is awfulI have been through about phone calls trying to get an answer why this company that failed and forgot to pay my taxes from my escrow account to the county by the 15th of DecemberI signed a document when I closed on my house that said this would be paid by the company by that date and because this has not happened, this company is in breach of contractThey refuse to call me backI have stayed very polite and been extremely patient but enough is enoughI currently have around in tax money and in fees from putting on my credit card and paying my taxes myselfAlso now about in interest from waiting for them to reimburse meAGAIN THIS IS MY MONEY THAT WAS IN MY ESCROW ACCT!! I don't know what it will take to get my money back from this company but I am doing everything I can to make that happenI have now not been called back separate times! I pay my bills early with freedom and I pay more than is due

[redacted] , I am sorry you were having difficulty setting up the account onlineWhen I received your complaint I asked our customer service manager to have someone reach out to you and assist you with setting up the web accountHe did so and they reset the security questions and password and you now have access to the account onlinePlease let me know if I can assist you in any other way [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

[redacted] , upon receipt of your complaint I reviewed the loan and the request for the removal of the PMIThe loan is eligible for the removal of PMI however you also submitted a request to have the 12,principal payment you made returned to youIf we do that then the loan would not be eligible for the removal of the PMII assume that you want to leave the principal payment and remove the PMI but I ask that you email me a confirmation so I can advise the escrow department on what to doI can be reached at [redacted] [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

MR [redacted] our legal department does not agree with your position and further the IRS document itself does not require any input in that boxWe will not be changing the statement

Dear Mr***, I'm sorry but I have no record of the documentationWithout it, I will not be able to assist you Please forward to the fax or e-mail address below [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted] Phone: ###-###-#### or direct line ###-###-#### Fax: ###-###-#### [redacted]

Mr [redacted] , I do apologize for the issue you had with the payment postingWe have waived the late charge and will review why your requests for this went unanswered.Sincerely, [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] I am sorry that you experienced frustration while trying to payoff the mortgageWe will be reviewing the actions taken on your account and provide re-training if neededThe funds did not initially post as they were not recognized as a payoff, were not certified funds and were more than the balance on the loanSomeone should have reached out to you at that point but that did not occurSince your complaint the loan was paid off via your wireThe balance in escrow, was refunded to you via a check on 1/27/and the payment was refunded, again via check, on 1/25/There were no late fees charged on the account because it was a newly boarded loan and there was no negative credit reportingIf you would like to email me proof of the wire fee or any other charges you incurred as a result of the issues with the payoff I would be happy to review then for refunding Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Mr [redacted] , upon receipt of your complaint I reached out to the loss draft departmentThey advised that it is our requirement that a licensed contractor complete the workThis is a large claim and it is our responsibility to the investor that the work be completed in a professional manner [redacted] [redacted] is the investor and we must do what is required to meet their expectationsBelow is what the procedure is in regards to the claim and the release of the fundsUpon receipt of all required documents (signed contract, contractor’s W-9, contractor’s wavier of lien form, adjuster’s estimate, and copy of contractor’s license), a disbursement of $40,would be issued to the borrower and contractor Upon the repairs being verified by inspection at least at 50%, an additional disbursement of one-half of the remaining balance would be released to borrower and contractorThe final disbursement would be held until inspection verifies repairs are at least 90% complete with no structural repairs remaining to be completed, at which time the funds would be released to borrower and contractorI am sorry but we will not be able to comply with you wish to have all the proceed sent to you and to waive the requirement for a licensed contractor SincerelyRoseanne GSVP Customer ServiceFreedom Mortgage Corporation

August 17, Roman" size="3"> Mrs [redacted] and rm [redacted] Re: Your complaint to the Revdex.com Dear Mrand Mrs***: 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 lost payments When your loan was boarded onto our servicing system, your February 1, payment was duePer our records, the first payment received by Freedom was on March 28th, In order to properly investigate the matter, please supply the checks or money orders for the monthly payments starting with the February 1, payment forwardI realize that this payment may have been made to ***If so, we can go back to [redacted] to attempt to recover the payment I apologize if you have supplied these documents priorYou may fax at the number below or scan the documents and reply by e-mail address which is also listed below 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]

August 7, [redacted] Re: Your Complaint to the Revdex.com Dear [redacted] We have reviewed your complaint and researched the issue regarding the duplicate payments We did receive the two payments you have described in your compliantHowever, in order to refund one of the payments back to you, we must be able to confirm that your bank will honor the funds from both payments prior to issuing a refund In this particular instance, our records indicate that you have stopped payment on one of the payments on August 7, and we have reversed that payment in our systemTherefore, your account is now due for August, and your bank should have credited one payment back to you If you have any further questions or concerns, please do not hesitate to contact me Sincerely, Joseph PP [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted] ***

Mr and Mrs [redacted] , upon receipt of your complaint I reviewed the loan with the underwriter and processorThey advised that they had submitted your dispute to the VA and also provided the new comparables to the appraiserThe VA would not reconsider the value and the appraiser stood by his valuation as wellIt is my understanding that you have cancelled this loan application but are considering doing a streamline VA refinance which would not require an appraisalPlease let me know if there is anything further that I can assist you with [redacted] Vice President Customer ServiceFreedom Mortgage Corporation