Freedom Mortgage Corporation

This is simply the worst customer service company I have ever come across The don't respond, lose information, and have people that don't care and incapable of thinking At the beginning of Sept 2016, Freedom Mortgage contacted me and said they were offering a no cost refinance for a small decrease in the rate Since my loan was already with them I would not need to provide as much information as usual The rate decrease was only 0.375% so I was skeptical and said I don't want to go through this if it is going to be a hassle and I will have to provide loads and loads of information They promised it would not and would be quick I sent all my initial information on Sept 7th and was told we are all complete and just waiting on appraisal Due to backlog at appraisal it did not come in till Oct 13thFreedom said all good since the appraisal was double the mortgage Then all the incompetence started It is now 12/and still not closed After continued calls and emails with zero response I finally got a manager to call and say the loan was denied, but they could not tell me why The manager looked through the file and said there was no reason it should have been denied However, they couldn't just reopen the file I did a new application and then they just keep asking for more information I don't even believe anyone was looking at it just checking a box and trying to delay the process in hoping I would just back out on the refinance I could have taken the loan somewhere else and got a lower refi rate but now it is too late for that since rates have risen I truly believe they simply lied to keep my business and are hoping I just back out I have saved every email from them to prove how terrible they are in answering, asking for information more than once and losing information previously provided Absolutely the worst mortgage experience of all time Wish I would have looked at these reviews first 84% negative

Ms***, Upon receipt of your complaint I reviewed the closing documents and the loan historyWhen you closed your loan with [redacted] they paid to [redacted] They also set up the account using as the amount for all the following taxes paymentsIt appears that was not the proper amountThe servicing center was using the data provided to us by your lender and therefore assumed that the payment on the [redacted] was proper and that nothing was owedWhen you provided docuentation to the contrary they researched and paid the outstanding balanceLate charges and penalties were not paid from escrow but expensed and will be billed to your lenderPlease let me know if I can be of any further assistance[redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Dear Ms [redacted] , face="Times New Roman" size="3">We are in receipt of your complaint and are happy to respond to your concernsUpon receipt of your complaint on 1/12/16, I reached out to the operations manager for the area handling your loan fileShe advised that the file was still being worked up for closing and that she would review your concerns about the closing costs and first payment due date for the new loanShe worked with the closing department to make sure that there was no cash needed from you at closing, that the payment and terms matched your expectations and that your first payment was not due until 3/1/Once the loan was in a position to close in accordance with your expectations they reached out to you and scheduled closingThe closing took place on 1/21/based on your expectation and the loan has since fundedIf you have any further questions or concerns, please do not hesitate to contact me Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Ms***, I am sorry for the confusing information you were getting from the servicing areaTypically we can not adjust a borrower's escrow account until we have an actual billI asked the tax department to research and see if they could find any additional information about your taxesThey did so an let me know that they would make the adjustment prior to the bill being available based on the new estimation at the assessors officeThe tax amounts were updated and the account analyzedThe new payment is and a check in the amount of will be mailed out to you on MondayPlease let me know if you have any questions [redacted] [redacted] *

Complaint: [redacted] I am rejecting this response because: I have told them repeatedly that I am in [redacted] and they can not understand that they call me when I'm at work they need to call me any time after pm [redacted] timeAnd please quit doing an escrow analysis it makes my payment go upFew dollars each time!!! Also I didn't send in a escrow shortage cheek for This is how competent this company is! I sent an check in October for for escrow shortage!! STOP JACKING WITH MY PAYMENT!!!!!!!!! Regards, [redacted]

Mr [redacted] , bankruptcy laws prevent us from complying with your requestPlease consult with your counsel should you have any further questions

Ms [redacted] , upon receipt of your complaint I reviewed your accountIt seems that your bill pay service was mailing the check after the 10th of the month, that leaves little room for any issues with the postal serviceI do apologize that you have been frustrated by this situation but there is no attempt to force you to pay late charges nor do we wish to have any negative impact on your creditYou have not been reported deliquient and the one late charge that was assessed has been waivedPlease let me know if there is anything further that I can do for you.Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

All the people I dealt through the process were all kind...fast in responding back to msgs...and knowledgeable

Mr***, upon receipt of your complaint I asked our tax department to review your concern regarding the tax paymentThey advised that the taxes, which are payable through February 14th without penalty were not paid due to a reporting error on the part of our tax vendor [redacted] The taxes were paid on 3/30/with [redacted] paying the penaltyPlease let me know if I can assist you with anything further at this timeSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

January 16, [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 issues making your mortgage payments I reviewed your payment history and didn’t see that you made a payment by mail to us on this accountPayments that are mailed are posted on the same day they are received at our Lock-Box at Key BankDates payments are post marked are not a consideration Payments made via phone or the web should post the same day as long as the payments are posted by 11:00PM ETPayments made after 11:PM ET will post the next business dayI reviewed the payment posted 1/16/and do not show that a late charge was assessedWe have refunded the $phone fee assessed to you as a courtesyPlease allow 5-business days for delivery 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] ***

[redacted] Upon receipt of your complaint I reviewed your file with theprocessorShe stated that she spoke with you about the term on 9/22/andthat you were fine with the termThe loan closed on the same day and while youwere afforded the right to rescind you did not rescind the loanI can onlyassume that you filed this complaint prior to the discussion with the loanprocessorPlease let me know if you have any other concernsI do apologizefor the length in time that it took to process the file, it did take longerthan usual.Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] , upon receipt of your complaint I reviewed the account historyThe account is closed out, there was a negative balance in the escrow account that the servicing center was initially attempting to collect from you but we have expensed the balance and nothing further is owed from youI am having the credit amended to remove any late reporting to all credit bureausI apologize for the frustration this has caused youPlease let me know if there is anything further that I can do for youSincerely [redacted] Vice President Customer ServiceFreedom mortgage Corporation

Complaint: [redacted] I am rejecting this response because: ..it is pointlessThere is no way to get anywhere with Freedom Mortgage Corporation(I don’t write that out of anger, I write this because of many months of experience that I made with this Corporation, so I see myself in the position to definitely make this statementI spent many (and I mean many! I have several witnesses for that) hours on the phone trying to get everything resolvedJust to ensure that the Freedom Mortgage Corporation is understanding my experience with their CompanyIn October Freedom Mortgage notified me that they were going to be taking over the loan on November starting from ***I took the initiative to call the mortgage company on October to let them know that the mortgage they are taking over had a claim open with the [redacted] I was told at the time that there was nothing they would be able to do because the Mortgage Company did not have the loan yet and would have to wait till after November in order to take care of the issueAfter November I called again to Freedom Mortgage Corporation to let them know that I needed help dealing with the [redacted] I asked for a fax number to the Mortgage Company to send them the Claim packet filed with the insurance CompanyI then spent $to Fax a very large Document explaining the damages on the house [redacted] had already had all of this documentation prior to Freedom Mortgage pulling the loan back from *** [redacted] was servicing the loan for Freedom Mortgage CorporationOn the original documents from the Adjuster, the original amount of the payment was going to be approximately $106,974.74, which was not acceptableThe Insurance Company ( [redacted] ) adjusted the amount up to the amount of the first settlement check for $129,950.69, which was issued at the end of January At the same time that I signed the Proof of Loss Another claim was opened with the [redacted] for additional money to cover the rest of the houseI had to get Congressman ***’s staff involved to get the settlement that was finally reached for $177,which was the max for the Policy on the house ($47,is the amount of the second check)While going through this process with [redacted] I had asked Freedom Mortgage Corporation to stop all insurance on the houseThis occurred in December on or about the 18th, Freedom Mortgage Corporation stopped the payment for the Hazard insurance stop from being paidAt that time, I was not informed of a requirement to carry insurance on the unpaid balance of the loanI did not find this out until I was given notice that I would have lender placed insurance put on the homeI immediately called Freedom Mortgage Corporation to dispute the need for insurance on a house that was destroyed in the floodI was then transferred to the Insurance department of Freedom Mortgage Corporation and told that I did not have a choice in the matter I have spoken to the Loss Draft Department of Freedom Mortgage Corporation about this matterI have been told that I would get a call back from supervisors in the Corporation (this was a joke because the calls were rarely returned by a supervisor) and when told to call back to their extension it would not existOn February I requested forgiveness for the remaining balance of the loan because I had not received any word from the Insurance that they were going to make any additional PaymentI wrote a Letter explaining that there was an additional claim on the property for more money but was not sure as to the amount that was going to be paidIn that letter I explained that the Escrow ($6,238.00) and the check for $129,be used as payment for the loanThe total of this payment would have been $136,ending up with a remaining balance of $26,In the mean time I am still not living in a house, my family and I are living in an RV trying to finish a house that we bought as a project house prior to the FloodBecause the Mortgage Company refused to work with us on reducing the payment on the loan to reflect just the Principal payment without the Escrow money added to the amountThe way my wife and I have been treated through this whole process has almost caused a large rift in my family As far as I am concerned I have done all the foot work to ensure the Mortgage Company gets their moneyI need to also make a statement about the way this company has harassed me about payments on the loan I have been called every other day last week asking for payment and every day this week asking for paymentI have informed the Mortgage Company of my intentions of taking this to court if this is not resolvedIf this is to go to court, I will be asking for far more than what is listed belowBe informed that I have already consulted with a Lawyer on this matter and am ready to escalate thisI will write the letter but this is what needs to happen All interest from May to present, all forced insurance charges, any fees assessed on the account for being late along with reversing all credit reports submitted against me need to be correctedI feel that this is the minimum that will be acceptableThe amounts that have been charged are as follows: Forced Hazard Insurance $ $Late Fees $ $ $ESCROW $Remainder after the loan $47,449.31-$31,724.00=$15,Total: $22,And until I am assured by Freedom Mortgage that this is met then I will write the Letter requesting these things listed above Regards, [redacted] Since the above response has been written the Mortgage Company still refuses to take the forced insurance of the amount also they have sent me more paperwork to fill out in regards to why I have not made any payments on the loan since the 20th of MayI have had more fees added to the account and more forced insuranceThe total of the Forced insurance is $+ about $which still bring the total to $22,I will be able to verify the numbers once I get back to my house this eveningThere is also the matter of the interest charged on the account since the 20th of May This matter needs to be resolved for no less then what is stated aboveThe mortgage company has had the payment since May Regards, [redacted]

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 PresidentCustomer ServiceFreedom Mortgage Corporation [redacted] ***Phone: ###-###-#### or direct line ###-###-####Fax: ###-###-#### [redacted]

Complaint: [redacted] I am rejecting this response because:The insurance was paid by [redacted] bank before closing with freedom and the agent told them that it was paid and not owed! freedom still did not disclose where the $whent that they financed in the loan or where the money went that was forwarded to them from the escrow account from [redacted] and simple math tells all our taxes went from $per year to and insurance did not double! we were financed at a payment of $per month and even at $they are still collecting almost $per year and when we paid $for one year they collected almost $in escrow also we were told that after a year of $payments our payment would be $and they still say we have to pay $doesn't add up and why is this the most common ciomplaint against this co.? when you tell somebody onething and do another THAT IS FRAUD! WE REFINANCED TO LOWER OUR PAYMENT AND YOU DID JUST THE OPPOSITE! IF WE CAN NOT GET THIS RESOLVED IMEDIATLY I WILL BE FORCED TO TAKE OTHER ACTIONFEEL FREE TO CONTACT MY HUSBAND AT [redacted] ANYTIME Regards, [redacted]

Mr [redacted] , I am sorry that you had a frustrating experience with your refinanceWe are very unhappy to hear thisI had been previously made aware of your situation and on 4/I had the credit corrected and any late charges waived or refundedThe credit should be reflecting paid as agreed with no delinquency at this time Please let me know if I can be of any further assistanceSincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

September [redacted] *** Re: Your Complaint to the Revdex.com Dear Mrand Mrs [redacted] We are in receipt of your complaint and are happy to respondto your concerns Upon receipt of your complaint I asked sub-servicer, [redacted] to review your escrow account [redacted] manages the day today servicing activities on our loans so they are best able to review andaddress the situationThey advised that they had made a disbursement for yourtaxes in August of in the amount of $for your school taxes; a copyof the check is attachedIt seems that the taxes had also been paid on the HUDbut in a different amount, $ [redacted] was made aware of the duplicatepayment and they opened a research request with the tax office in order toobtain a refund of their paymentBecause the refund could take a few monthsand the loan was scheduled to have it’s first escrow analysis, they put a holdon the analysis so that you would not get impacted by an escrow shortage thatwas not validThe hold remained on the loan when the loan was transferred to [redacted] since the refund had not been received as of that date.To see what became of the funds, I emailed the title co who advised that theirpayment was reissued for the corrected amount of $and that paymentclearedThe balance that was collected at closing was sent to us for your escrowaccountWe have reached out to the tax office and over the last few weeks haveleft messages requesting a return call to see what became of the duplicatepayment but they have not returned our callsThey are only open Monday,Tuesday and Wednesday from 9AM until 12PMWe will continue to call until wecontact someone who can advise what happened to the extra paymentIn themeantime I reached out to [redacted] to ask if they would be open to extendingthe timeframe for the repayment of the shortageThey advised that if yousubmit a written request they would review to extend the timeframe forcollecting the escrow shortage If you have any further questions or concerns, please do nothesitate to contact meSincerely, [redacted] Vice President Customer ServiceFreedom Mortgage [redacted] ***###-###-####

[redacted] ***, I reviewed your application and I do apologize for the delayed closingIt appears that the closing has now been scheduled for tonight at 6PmI am submitting a request for a refund of the late fee in the amount of This will be mailed to you in about two weekPlease let me know if I can do anything further for you at this time [redacted] Vice President Customer Service Freedom Mortgage Corporation

Dear Mr [redacted] size="3">We are in receipt of your complaint and we are happy to address your concerns Upon receipt of your complaint I asked the cash department to review your account and the bank statement providedThey advised that they were able to locate the funds and have since applied it to your loanLate charges have been waived and any negative credit reporting will be removedSincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Worst business everLoan,was sold to this company and have had nothing but bad experiences overall