Freedom Mortgage Corporation

We have been with freedom mortgage for the past eight months, not by choiceIn the first five months they messed up on two of our mortgage payments stating that they never received the check so We would make payments over the phone and the next day the check would come through our bank account We knew our escrow was already messed up due to our refinanceSo in November my husband called and asked specifically what needed to be written in the memo box on our check in order for this money to go into our escrow accountThey stated to write "escrow only" in the memo box on our checkSo in November we wrote a check for $and mailed it in for "escrow only"Two months later we called in just to check and make sure because we noticed that there was an extra payment on our account that had been madeThe $that we mailed in for escrow only was added in as a payment which then made us negative for our escrow We would call and call and call to get this straightened out and during that time no one, no Manager, no supervisor, no one could tell us where that $went We kept calling and would get put on hold for over minutes and then get kicked off the callWe would be told someone higher up would be giving us a call and they never would however in their notes they would state that they did call us but they would never leave a message We never showed any record in our phones and our phone accounts that there were ever any calls made to us from themWe then received our new mortgage statements for the yearOur payments went up over $a month!!!!!!!!!! This past month when I received our statement in the mail it finally showed that our $check was added into escrow accountIt still has not been fixed and put into our escrow Today I called and just let the lady know that someone needed to call us back because we now have our attorney involved and she kept asking me who we planned on suingI told her we are not suing anyone just taking them to court so they can finally provide the information that we have been asking for She states , "well I guess we will see you in court then" They are now double taxing us for We should be paying $a month in taxes but yet they show it to be $THIS COMPANY IS A COMPLETE FRAUD!!!!!!!!!

Mr.*** ***, I asked our escrow department to review your account and advise why the taxes had not been paidThey advised that the loan was set up with the first tax installment, due to be paid from escrow for 11/We received the bill amount for the 9/30/installment and paid it in error [redacted] Our tax vendor, verified that the 9/payment inadvertently caused the next Due Date to roll ahead and skip the installment that should have been paid 11/ [redacted] , has verified with Dekalb County that they marked the lien as “Satisfied”, but would only retract that status if it was due to their errorPer [redacted] @ Dekalb, Freedom Mortgage would have to send a letter to the three credit agencies (Equifax, Experian and TransUnion) explaining the error and the agencies would eventually remove itThese letters are in the process of being drafted and a copy will be sent to you as soon as possible [redacted] has confirmed that a check for the interest the you paid IAO will be deposited into your escrow accountI apologize for the distress this has caused and we will be reviewing this with the tax service to make sure that this does not reoccur.Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, upon receipt of your complaint I reviewed the accountThe escrow refund check was initially sent out on 5/23/but it seems that you never received that checkIt was stopped and re-issued on 7/21/You should be in receipt of it within the next day or soIf not please feel free to email me at [redacted] and I would be happy to assist you furtherSincerely [redacted] SrVice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] , upon receipt of your complaint I asked the escrow department to request a refund of the duplicate tax payment and to cancel the analysis that was recently done as it is not accurate due to the erroneous disbursementThey have done so and we are waiting on the refund from the tax officeOnce we have that we will deposit it back into escrow and reanalyze your accountI apologize that you concerns were not addressed in a more timely manner and we will review this issue with the staff involved.Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Ms [redacted] , I would be happy to review the situation with your escrow accountCan you email me a copy of the escrow statement showing the shortage and I will see what took place and what we can do to assist youMy email is [redacted] I believe that you have been communicating with our servicing area and since we are not servicing your loan they are not able to find and account and are not sure how to proceedI can work with the origination side of the business and see how the loan was closed and what we had for taxes at the time of the loan closingSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] , upon receipt of your complaint I asked our cash department to review your concern, they advised that the check had been reissued on 7/13/Our records show that the check has clearedIf you are not in receipt of the check please email me at [redacted] Sincerely [redacted] SrVice President Customer Service Freedom Mortgage Corporation

My refinance process took much longer than initially quoted at the beginning to the tune of months The only truly helpful person in the process at Freedom Mortgage was Susie [redacted] one of the assistant vice president of sales She took her time and seemed to thoughtfully answer our questions, even if not in her duty area Our loan processor, Kyle [redacted] was less than helpful during this process I, as a customer, shouldn't have had to initiate all communication to find out what documents were needed and this is the way we felt with him All documents that he did request after each of our inquiries were all returned to him within hours of request I had to initiate contact with people outside of the agency to gather information that he was supposed to gather just because I wanted to keep my refinance moving forward Kyle rarely returned our phone calls and our emails often took several days to gain a reply The several times I tried to contact Kyle's supervisor, Nina [redacted] regarding these communication issues, she also never returned my calls, nor did she reply via email At one point during this process, about days before my rate lock expired, Kyle went out of town and left us to try and work out the situation with other loan processors who seemed overwhelmed by having to pick up Kyle's missing pieces of his files Again, Susie [redacted] pulled through and was able to get our rate lock extended at no cost to us Kyle finally was able to schedule a closing date for us and we had to find out form the Title company on the day of closing that our closing had been cancelled because they were to have scheduled in, not the loan processor Kyle (a fact that he should have known) We closed on our refinance on a Monday, had our loan disbursement on Friday of that week and we still have Kyle trying to gather new signed documents for our file These new documents state that they are part of our loan application, after the fact I would not recommend Freedom Mortgage to anyone to use unless you want to do unnecessary work that the mortgage company should be doing

Complaint: [redacted] I am rejecting this response because: The day notice as stated in the Fair Credit Reporting Act is designed to give me the customer a chance to address the issue(s) Freedom Mortgage and [redacted] are reporting to the Credit BureausI was not given the chance to address and prevent the late payments and delinquencies from happeningNot given the opportunity to address the issues that were and are being reported has taken a toll on my personal credit, mental and physical health.Loan Number: [redacted] needs to be resolved within the next business daysThe loan either needs to be refinanced with my ex-spouse as the responsible party; the loan needs to be Foreclosed or Short Sale.Again, I can be reached at [redacted] ***, [redacted] What can be done to fix my personal credit score with the three Credit Bureaus? Regards, [redacted] ***

August 17, Ms [redacted] , CO Re: Your complaint to the Revdex.com Dear Ms [redacted] : We are in receipt of your complaint and are happy to respond to your concerns I have reviewed your complaint and researched the issue regarding the missing payment and your credit rating Your loan was never with [redacted] [redacted] used to be a sub-servicer for Freedom Mortgage but your loan was never serviced by themIt is possible that some banks still have that information and will send payments to [redacted] unaware that the payments should come to FreedomPlease note that currently, Freedom does not accept electronic payments Since [redacted] never serviced your loan, it was never transferred to FreedomYour loan was transferred from [redacted] to Freedom in June, so the RESPA guidelines you citied in your complaitn would not apply Regarding your credit rating, your credit for June, payment has been amended 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] PA Phone: ###-###-#### or direct line ###-###-#### Fax: ###-###-####

[redacted] , Upon receipt of your complaint I asked the cash department to review your accountThey found the funds had been applied to the suspense account and not yet applied as a payment and the extra fund to principalThe have since applied the payments and extra principalIf you would like a copy of your payment history please email me at [redacted] There was no negative reporting to the credit bureaus for any of the months involvedSincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Dear [redacted] Upon receipt of your complaint I reviewed the loan application and the status of the fileI do apologize as I can see that the closing that were canceled should not have been scheduled in the first place as we were missing a correct payoffThe cash needed at closing was also not handled as we would have liked as the numbers were preliminary as the payoff had not yet been received, the individuals involved have received some additional trainingI understand that the loan has since closed and funded and that you did not need to bring any funds to the closing tableAgain, I do apologize and if you need anything in the future please feel free to reach out to me at [redacted] [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: they never sent me any paperwork on the change of escrow, and [redacted] 's letters to me referred to delinquent payment and never said anything about an escrow changeThis latest response from [redacted] addresses the most recent problem of the alleged late payments, not the last six months of last year when I got letters about late payments, foreclosure, and delinquency and reporting to credit unionsI had cancelled checks 10-days prior to when they said I was delinquentI have only spoken to lower level agents who respond in scripted manner, and have never had a supervisor who had the power to correct problems speak to me Regards, [redacted]

September 14, Roman" size="3"> Mr [redacted] and Mrs [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 your hazard insurance Your previous servicer, Roundpoint inadvertently paid the remaining balance of the Hazard premium to [redacted] in the amount of $on 11/20/which was cashed on 12/2/The funds were advanced/lent to make the paymentThe loan transferred to Freedom on 4/18/with a negative escrow balance of -$The escrow account was analyzed on 7/21/to recoup the negative balance over monthsEffective with the 09/payment, the new payment amount became $1,(P&I of & for advance) If you paid your insurance last November/December, then there was a double payment to the insurance company which should have been refunded to youUnfortunately, the loan came over to us with the deficit from [redacted] so the funds must be recoupedWe have spread them out over months 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] ***

Mr***, upon receipt of your complaint I reviewed the accountThe escrow refund check was initially sent out on 5/23/but it seems that you never received that checkIt was stopped and re-issued on 7/21/You should be in receipt of it within the next day or soIf not please feel free to email me at [redacted] and I would be happy to assist you furtherSincerely [redacted] SrVice President Customer Service Freedom Mortgage Corporation

Ms***, I do apologize for the issues you had with the payoff of your old loan during the refinanceWhen the payoff wire was sent is was short due to an escrow refund that had been issued to you the day before the funds arrivedThis caused a shortage and the payoff was retuned to the title companyThere was a breakdown in the communication between the servicing center, the title company and our funding department and we did not realize that the funds had been returnedIt was not util you contacted one of our employees who brought the issue to the attention of management here that we realized there was a problemWe contacted the title company and they re-issued the payoff wire and the old loan is now paid in fullAgain I deeply apologize for this situationThe additional payments you made will be refunded to you shortlyPlease let me know if I can assist you further by emailing me at [redacted] Vice President Customer ServiceFreedom Mortgage corporation

[redacted] because the website is administered by [redacted] , our sub-servicer, I asked them to address your concernsBelow is their response:I just spoke with ITThey stated this is a common practice when a borrower is having an IT issue as that is the only way then can actually see the error that the borrower is havingWe fully verify all borrowers prior to speaking with them in regards to the account, so we know that we are speaking with the correct person, and if they call in, they know they are speaking with the correct company The only other option is for the borrower to take a screen shot of the errors themselves and email it to us, but there is no guarantee we can fix the error without being able to access the accountWe can assure him that the information would not be shared with people other than IT and that it is not recorded in any loan notesHe also has the option of changing his username and password as soon as we correct or determine the website issuePlease let me know if you need anything furtherRoseanne G [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] , I apologize for the previous response, I had confused your complaint with anotherThe charges you are seeing are an error and were the result of bad data we receive when your loan transferred from your previous servicerWe are in the process of removing the charges and you should not see them on your next statement.SincerelyRoseanne GVice President Customer ServiceFreedom Mortgage Corporation

Dear Mr [redacted] , I have notified our Loss Mitigation department and they will be reaching out to you via e-mail so we can expedite the modification processThank youVery truly yours, [redacted] Assistant Vice President

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I would be willing to discuss the amount that would be due at closing IF I am assigned ONE person to deal with and IF this will close by April 1st Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response based on the attached payoff statement generated by FREEDOM MORTGAGE recording the payoff as $through June After that date, $per day should have been addedAfter contacting multiple reps at Freedom (on a recorded line), it was admitted that Freedom transferred the money into a "unapplied funds" and failed to notify the parties involved Freedom was not aware that the money was in the "unapplied funds" account until I relentlessly talked to several repsI do accept responsibility for the wire transfer being a day late, however, I am disputing that Freedom should have been paid an additional $ The wire was received on July and based on the included documents, $should be refunded When I first opened this complaint there was at least one other home owner with the exact same incident It is not about the money The vice president didn't get involved until weeks after submitting this complaint During the past weeks, I have waited for the promised phone calls and responses from FREEDOM employees and received none! Thank You Regards, [redacted]