Freedom Mortgage Corporation

Mr***,Upon receipt of your complaint I reviewed the loan closing documents and it appears that the title company included the [redacted] ***/ [redacted] tax as part of the real estate tax.Hence it ws included in your escrow paymentSince this is a utility bill it should not have been included in the first place by titleWe have removed it from escrow, the new payment Effective 6/will be and you will be getting a check for the overage in the amount of We have also waived the late charge that was assessed on your accountPlease let me know if I can be of any further assistanceSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Ms [redacted] , I would be happy to refund you the late fee, please email me proof of payment and I will request a checkAlso what month were you reported delinquent in ? I should you loan being paid off before the end of February so you should not have been reported for that month [redacted]

Dear Mr***,We are in receipt of your complaint and are happy to respond to your concernsUpon receipt of your complaint, I reviewed the history on your accountWe acquired your loan from [redacted] At the time of closing (1/5/15), year’s premium was paid on the HUD in the amount of $to your insurance companyThe loan was set up on our system with the next due date for payment of the insurance premium being 12/19/In November, 2015, it seems that there was a balance owed on the current policy and in addition , our insurance vendor received a policy with a premium showing due in the amount of $in error They disbursed the $and then realized that all they needed to pay was the balance owed of $They reversed that disbursement and deposited the funds back into escrow and paid the $to the insurer on 11/19/The insurance information was then updated to reflect the proper premium which was $The loan was analyzed on 1/5/and because the premium that had been disbursed came back into escrow as a refund, the system advanced the next due date for insurance and that is why the system showed in error that you had a surplus in the escrow account and that insurance was not dueThe escrow processor should have researched this further before analyzing and the insurance vendor should have obtained confirmation that the renewal still had to be paidBoth of these issues are being addressed with our staff and the vendor’s staffThe renewal was sent via overnight mail on 2/4/16.It appears that you have sent in the escrow refund and it has now been applied to your escrow account and the insurance is in forceWe believe this matter has now fully resolved and we apologize for the inconvenienceIf you have any further questions or concerns, please do not hesitate to contact me.Sincerely, [redacted] Vice President Customer ServiceFreedom Mortgage [redacted] ***

Ms [redacted] I am sorry that you had difficulty with the handling of you applicationI will review the file and also see where the communication broker downWe are not a fraud or scam and we close 1000's of loans a month, the vast majority with no issues so we take your experience very seriously and will make sure that it is not repeatedThank you for bringing this to our attention Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Mr***, upon receipt of your complaint I asked the branch handling your file to review and respond to your concernsPlease see below The bank did not have ALL the documents needed to clear the file in processingMr [redacted] originally submitted contractor’s estimates which were not in line with the HUD consultant’s reportOnce this was rectified, the general contractor did not return any correspondence for over monthsOnce a response was received, the general contractor (selected by the borrower) admitted to not being licensed in the town in which the proposed work to be doneMr [redacted] found another contractor where once the estimates were received, the appraisal was ordered and the HUD consultant report was updated to reflect the changesAt this time, bank documents originally submitted by the borrower have expired and were requested for resubmission and approvalThe borrower’s frustration with the lack of communication and lack of professionalism from the original general contractor has been unfairly and unjustly taken out on the bankThe bank has been in constant communication with all parties involvedMr***’s allegations are unfoundedThe internal processes of employee leave time does not have anything to do with his loan processInternal management effectively handles time management amongst employees to ensure smooth and continuous processingUnfortunately, when a new general contractor is chosen during the loan process, this has to be processed in accordance to all applicable rules, guidelines and regulations to his specific loanBelow are the final items waiting to clear the file to obtain closing dateThis was sent July The processor has contacted them twice since thenThe contractor and architect are working diligently to provide ASAPA closing date cannot be provided until file is clear From Contractor: (this was already requested) provide in a company letter head explaining what work will be subcontracted out and to whom, all subcontractors must provide copy of valid license and general liability Contractor to provide letter after review of plans stating that his estimate includes everything that is on the plan contractor to confirm heating for the dormer is included in the estimate From Architect: This was already requested Provide final copy of plans that is to be submitted to the town for a permit Architect to provide feasibility report and zoning review prior to closing along with a letter confirming no variances will be required Please let me know if you have any further questions Sincerely [redacted] SVP Customer Service Freedom Mortgage Corporation

Mr [redacted] I responded to your email on Dec 11th with the following but did not hear backIf you concur with the numbers I would be happy to issue the refund mentioned below The was received by Freedom from Aurora in June of It was sent to Loancare later that month but your loan had already been paid off by the current mortgage and loancare had no loan to apply it toOn July 10th we asked loancare to return the money to us and we applied it on 7/14/The in August Aurora was asking that the funds be returned to themPer their request we reversed the payment and sent it to Aurora by wire on 8/Aurora was to have then sent the funds to you I did an amortization schedule for your current loan without the curtailment and with the curtailment (as if it has been applied before your 1st payment.) The difference in interest paid is which I will round up to if you concur with the calculationsDocumentation is attachedPlease let me know if you have any questions Sincerely, [redacted] Vice President Customer Service Freedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: Almost daily? Please don't insult my intelligence with a blatant lieShe has called me twice and the issue STILL has not been resolvedYou clearly have the record confused, I have been calling YOU almost everyday since September (as your records surely indicate) with nor resolution to my issues Regards, [redacted] ***

Complaint: I am rejecting this response because: Hello,I would like to reopen this complaintIf you read through what was originally in the complaint and the response they stated our credit would not be harmedI am now fighting to get a claim of late payments from Freedom off my creditI would like the link to the file as well as I seem to have deleted it thinking it was done with As always Freedom mortgage is not being very helpful.Thank you [redacted] Regards, [redacted] ***

Mr [redacted] I have reviewed your account and I do not see that you were assessed late chargesWhen the servicing of a loan transfers the borrower is protected under RESPA for the first days for being assessed late charges or being reported as delinquent to the credit bureausIt does not mean that you do not have to make payments for days however and that is why you were getting phone calls and lettersThe loan was still showing due for December in JanuaryAfter reviewing your account it seems that you have some additional issues regarding payoff fees and a tax paymentPlease email me directly and I will help you get your concerns addressed [redacted] Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: What about interest on the escrow? Check was finally received days after the request was madeResponse was to be received within 3-days after request was submitted Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Your claims are not entirely accurateOur case was not closed in October due to our paperwork being over days oldWe sent every paper requested by our assigned loan officer within the same week it was requestedSome of it was sent twice, because even though she confirmed that she recieved the paperwork she later said she didn't have said paperworkWe were not told until the end of December that our paperwork had expired and we must restart the processOur paperwork expired because Freedom employees didnt make a good faith effort to keep in contact with us and because Freedom employees repeatedly lost our paperworkAfter the last requested paperwork was sent at the end of September 2015, it took until December for us to finally get in touch with someone who would speak with us about our accountWe were repeatedly told to leave messages and someone would call backFreedom employees take weeks to finally return calls if they return them at allTrying to get a question answered via the phone takes hours, I usually have to call 3-times before I am transferred to the correct department, sometimes Im hung up on completely or left on hold indefinitelyOur case has been switched from person to person to person, so much so that on the rare occasion I can get through to our assigned point of contact they often are of no help because they arent up to date on our caseWe have done everything asked of us, the delay of our case has been entirely at the hands of Freedom's employees Regards, [redacted]

Mr [redacted] ,On 3/4/your taxes were paid in the amount of from your escrow accountthis left you escrow accout with a negative dollarsYou escrow account was shortHad your loan paid off at they point you would not have gotten an escrow refund at allThe overage on the payoff which was a result of the mortgage payment having been paid was deposited into escrow and that total amount equals your escrow and P&I for the April paymentYou will be getting one refund for a total of Please see attached mortgage history.Sincerely, [redacted] Vice President Customer ServiceFreedom Mortgage

Ms [redacted] , upon receipt of your complaint I asked the cash department to review the outstanding refundThey advised that a system issue prevented the funds from disbursingI am truly sorry that this has been so frustrating for youWe have released the funds and a check was issued on 4/28/and was placed in the mailIf you do not see that in your mail in a reasonable amount of time please let me know by emailing [redacted] Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

[redacted] ***, Thank you for your correspondencePlease be advised that we have been made aware by FISERV, the vendor whose servicing platform we utilize for all servicing functions, advised us yesterday that they, in error, reported a number of loans as in forbearancewe have been in contact with them multiple times each day since this notificationThey have already sent an update to the credit bureaus and will be sending additional data until this has been corrected for all borrowers affectedThe current ETA for completion is this MondayThey are very concerned and apologetic about the error on their partIf you need anything in writing please email me at [redacted] Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] as you are aware we spoke today on the phoneI missed your call yesterday but called you back today and addressed your concerns[redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] , upon receipt of your complaint I asked the cash department to review you concernsThey advised that our bank had applied the payment in error to your second mortgage on 1/21/They reversed it off the second on 2/1/and applied it to the first mortgage on the same dayThe loan is current and there were no late charges assessedPlease be sure to send the payments in separate envelopes with the statement stub to ensure correct posting (not suggesting that this was what caused the issue but in the event you were sending them in one envelope I would suggest sending them separately).Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

December 20, [redacted] Re: Your Complaint to the Revdex.com Dear [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 your mortgage application First, please allow me to apologize for the issues you experienced during the application processYour loan has a second lien which required a subordination agreementSubordination agreements can take some time to obtain and require the corporation of the second lien holderThis was the initial cause of the delay in your application In order to pay-off your existing mortgage, we needed a pay-off form your current lenderThese documents are time sensitive and need to be updated especially after a payment is made so the pay-off figures are accurateWe canceled your closing due to the need for an updated pay-offMost lenders will supply document this within a dayWe were unable to obtain a pay-off from your current lender in a reasonable amount of time and as you are aware, we enlisted your help in obtaining the document I have been advised that you requested to withdraw you application If you have any further questions or concerns, please do not hesitate to contact me Sincerely, Joseph PP [redacted] Assistant Vice President Customer Service [redacted] ***

We have received all of the payments you show with the exception of the one you made in December but because they were not for the correct amount they post to suspense until enough money is there to complete the paymentThat is why there is in suspense right now, that is the funds you sent in NovWhen we get the funds you paid in Dec it will be combined with the to make the SeptPayment which is due in the amount of 1000.51Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

August 1, Ms [redacted] Re: Your complaint to the Revdex.com Dear Ms [redacted] and Mr [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 surrounding the subordination of the additional liens on your property A search of the title on your property uncovered liens The 2nd lien was a corrective lien to the first lien as the loan amount on the first lien was incorrect and the City of Boynton is unwilling to file a release for the first lienAccording to the City of Boynton, the 2nd and 3rd liens are one in the same and the City of Boynton is only willing to subordinate the 3rd lienIt took some time for the title company to assess the complexities of these issues and make a determination on whether they could insure title Freedom Mortgage sent documentation to the City of Boynton in July 18th which only meets by committee once a monthThey wanted some documents corrected and stated that they would not review the request at the meeting on July 19thIn addition, the City of Boynton advised that all corrected documents needed to be submitted by July 29th in order to be considered for the August 16th meeting as the application must be approved by several committee members including their Legal and Budget departmentsWe did send revised documentation to the City of Boynton on July 23rd and they responded back to us on July 26th as they required a reduction in the closing costsOnce again, we revised the documentation and re-sent it to the City of Boynton on July 26thThe City of Boynton is now requiring income information (which we normally don’t collect on a streamline refinance) and they are stating that the combined loan to value ratio (loan amount plus 2nd lien vs the value of the home) is too highThere is some question as to whether the City of Boynton will be willing to subordinate due to this issueAs of this date, we are continuing to pursue the resolution of this issue Also, there is a 4th lien which is the Hardest Hit lien that did not appear on title which you state is paid offWe are pursuing a lien release for the Hardest Hit lien I understand your frustration with this issue but Freedom Mortgage has made a good faith attempt to resolve the issue and will continue to do soIn addition, we have lowered your interest rate by .25% and will be paying the extension fees associated with keeping your rate at 3.5% (your application was taken at 3.75%)Unfortunately, we will not be able to lower your rate by the 1% you requested 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]

Ms [redacted] ***, upon receipt of your complaint I reviewed your accountIt seems that that payoff was not applied until 2/which resulted in your loan being reported as delinquent for the 1/1/paymentI submitted a request to update the bureaus to remove the delinquent reporting today This should be complete in about business days but could take up to depending upon the timing of the credit bureaus update cycleI am sorry that this was a source of frustration for youplease let me know if there is anything else that I can do for youSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation