Freedom Mortgage Corporation

Just like in a review below, our mortgage was also purchased by Freedom Mortgage In July, we received a call about refinancing at a lower rate They were to pay the appraisal fee, the closing costseverything It sounded too good to be true, but I asked many questions (in writing via email) and it sounded okay We have excellent credit, no debts other than our mortgage, and a well-kept home Banks and credit card companies are always falling all over themselves to try to lend us money because we're responsible borrowers As of today, it has been FOUR MONTHS and this loan hasn't closed The underwriters kept sending it back to the appraiser for "corrections" - over and over It didn't help that the appraiser (whom they chose) did not send the corrections back in a timely fashion Finally, back in October, we thought we were done, although by then we had to re-submit our pay stubs and sign things again Then, what do you knowthe underwriter sent it back to the appraiser for MORE corrections Today - November - the mortgage processor called me saying they had the corrections and everything looked fine Then an hour later, I got an email saying our documents were expired again We have to re-submit the pay stubs (for a second time!), re-sign the commitment letter, pull another credit report I called my husband at work and asked his thoughts and we both concurredWe are done with this company After this, I would never recommend Freedom Mortgage to anyone The only positive thing I will say is that the agent who was handling everything was a very kind, polite young woman who I believe was doing her best Whether it was just incompetence on the part of the underwriters or appraisersor purposely trying to stall us and make us angry so we would give up on getting the lower rate after allI have no idea I've never had such an experience with a financial institution Stay away

Mr***,I am sorry that the loan process has been a frustrating experienceI reveiwed your file with the processing manager and was advised that there was a hold up obtaining the tax transcripts due to how recently you had filedWe needed to transcripts to verify your income as we are having trouble approving the loan with the documentation on handIt is my understanding that the issue was resolved and that your loan is closing tomorrowIf you need an additional information please feel free to reach out to me directly at [redacted] Roseanne G [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Dear [redacted] ,Upon receipt of your complaint I asked our escrow departmentto reach out to the vendor we use to handle the insurance policies and thepayment of the premiumsThey reviewed and found the followingIt seems thattheir processor misread your Condo Association’s master policy and thought itcovered from the walls inAs such they removed the requirement for the H06policy you have and as such did not have the disbursement date on the system.Additionally since they did not show that individual coverage was needed theyalso did not send out any letter regarding renewal informationDue to thiserror in processing the vendor will be forwarding to your escrow accountto reimburse you the additional cost associated with the reinstatement of thepolicyOn behalf of Freedom Mortgage I do apologize for the error on the partof our vendor and we will make a review of similar loans to be sure that thiserror is not repeated Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

[redacted] , upon receipt of your complaint I reached out to the processing area and asked them to review the status of your applicationThey replied that the processor received your file on 7/and made our initial call on 7/There was a bit of a delay getting the appraisal completed but we reached out to you on 8/and advised what was needed in order to proceedWe mailed the documents we needed completed to you and followed up via voice mail on 8/and 8/with no responseAS a result of this complaint the loan officer reached out to you and offered to re-write the loan under the same terms and get the file moving again, and you agreed to thatIf you have any further concerns please feel free to email me at [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Ms [redacted] , thank you for letting us know about the issues you are having with the websiteThe website is actually very rarely down but some people do experience log in problems and that is something that we are working to improveIf you have website issues and have to call in to make the payment the representatives should be assisting you with the website and then waiving the phone payment feeIf that has not occurred I will refund those feesAs for the processing of paymentsPayment post the day that they are received at the lock boxWe do not outsource the posting of the payment, rather they are done at our bankThe delay you may be seeing is most likely due to postal mail time or if the payment had to be processed manually due to missing the loan number or damage to the check itselfSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

[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 involved.Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

[redacted] 0pt;"> Re: Your Complaint to the Revdex.com Dear Mr [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 the difficulties you encountered in making your payment on our website We are constantly striving to resolve any issues relating to our websiteGiven the issues that you have encountered in attempting to make your payment, we have amended your credit for the July 1, payment I apologize for any inconvenience this has caused If you have any further questions or concerns, please do not hesitate to contact me Sincerely, [redacted]

Ms***, I do apologize for the length in time that it has taken to issue the balance of the refundIt seems that the small disbursement from escrow made to you after payoff prevented the automatic disbursement of the fundsYour request for this to be escalated should have been complied with and we will be reviewing this with the parties that were involvedThe check was issued on the 3rd and sent via regular mailYou should have it within a few days and if you do not have it by the middle of next week please email me at [redacted] See disbursement information belowSincerelyRoseanne [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] upon receipt of your complaint I reviewed you paid off accountThis loan was refinanced and the payoff used included the which had been reversed and placed in suspense while they prepared to send the funds back to youA copy of the payoff statement is attachedAs you can see you were credited on the statement, thereby reducing the amount needed to payoff the loanI understand that you wanted those funds back so in a gesture of good customer service I will issue you a refund of the Please allow a least business days to receive the refundSincerely [redacted]

Mr [redacted] , as you are aware, we communicated via email the other day in regards to your concern about the credit reportA that time I advised that we had submitted a correction request to the credit bureaus and that the account would reflect paid as agreed and paid in full in the next reporting cycleAt the end of our communications you indicated that you were satisfied with the resolutionPlease let me know if there is anything further that I can do for you.Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

I am in the process of refinancing with freedom mortgageIt was suppose to be easy since they are working in conjunction with our current mortgage companyThey take too long to respond, everyday someone different is handling the case and requesting information we have either previously provided or are not responsible for providingWhen we pay our mortgage (because we can't get any indication of progress for an entire month) we have to basically start from scratchDon't waste your time and money with this company

We are currently dealing with Freedom Mortgage Co They have totally screwed this up It started with their errors in the escrow of taxes We have a file that is inches thihave names and emails of differenr employees We are in an even deeper mess and now will need legal assistance Our credit is also been attacked PLEASE FIND A WAY TO STOP FREEDOM MORTAGAGE FROM BRING IN BUSINESS AND RUINING PEOPLE!!!!

Complaint: [redacted] I am rejecting this response because: [redacted] ,This still does not make sinceThe customer service agent I spoke to yesterday said that I was supposed to make April's Payment and that's why my check is a different amount than $2,this is contradictory of all the closing officers and people I spoke with said I was supposed to skip April and May and make my first payment in JuneAm I now skipping May and June and first payment in July? So why am I not getting back exactly what I paid? I don't understand why I am getting back moreIs it being Financed in to the new loan? you need to break this down and spend more time explaining this than a poorly written emailThis still does not solve the issue of me getting my escrow check back, because it was supposed to be refinanced and completed in JANUARYbecause of Freedom's incompetence this kept getting pushed back until April and therefore I didn't get my escrow account backYou need to do betterOn top of this I still have not received my refund check, I was told this would be sent back to me within Business Daysthat time ended on the 20th of AprilI just spoke with a customer service agent on the phone and the check has not even been writtenYou are affecting my family and ability to pay billsDo I need to get a lawyer involved? If I dont see movement and responses in a timely matter I will escalate this furtherI opened this complaint almost weeks ago and this is only the second response I have from Freedom Regards, [redacted]

Ms [redacted] I do apologize for the issue you were experiencing with out accountI reviewed the history and I do see that we reported you as delinquentWe have since updated the credit bureaus and you will show paid as agreed when the bureaus next updateAttached is a letter that was mailed to you advising of this dated 6/15/Please let me know if I can be of any further assistance Sincerely Roseanne G SVP Customer Service Freedom Mortgage Corporation

Ms [redacted] ,Upon receipt of your complaint I reached out to our tax departmentThey advised that they could not use an estimated amount for the taxes as it could be inaccurate and therefore create a shortage in your escrow account in the futureI asked if they would be able to use the estimate if I had a email from you stating you were aware that the tax amounts were estimates and had the potential to be higher and if that was the case you understood that you might have an escrow shortage in the future but that you authorize us to use the estimateThey agreed that they would use the estimate under those conditionsSo if you would email me as discribed above to r [redacted] I will have them make the adjustment[redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: I never received the documentation as the Vendor states I did repeatedly ask for the documentation as requested....I will be happy to provide the emails from Jeff Petersen as proof Its funny to me that all this research was done without a single contact initiated to myself Negative credit reporting is a serious issue, a single "oops" is unacceptable After this complaint I have spent hours on the phone trying to resolve the "numbers" issues that were entirely incorrect leaving the old loan without the ability to close Freedom mortgage "oops" again and paid my property taxes twice/ While I did indeed close the loan, it has been with nothing but problems....I essentially had to work through all their incompetence at each and every phase I honestly have no idea how this company stays in business I highly suggest any customer considering using their services to think twice Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you [redacted] update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted] ***i did ask [redacted] not to do anything until I had a chance to look at the paperwork You [redacted] not have it recorded but I did ask that he do that He said he misunderstood me the next day I am not going through with the loan I just wanted him to call me back and take the inquiry off of my credit I also emailed stating this exact same thing

August 17, 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]

Complaint: [redacted] I am rejecting this response because: I paid to pay all of last year's and most of this year's in advance, your processing dept FAILED to credit it to escrow shortage and rerun the analysis reflecting the payment It took until mid JUNE to get that fixedThe monthly payment should have gone up about $12, however due to the ongoing incompetent staff on the phone banks nobody will listen to common senseYou're charging an increased payment of $even though I Paid the ENTIRE shortage and most of the anticipated shortages for this year in January The phone staff is RUDE refused to help without payment in some calls, others They hung up on me, or I got frustrated hung up on them I HAVE BEEN PROMISED RETURN CALLS REPEATEDLY THAT HAVE NEVER COME Regards, [redacted]

Ms***, upon receipt of your complaint I reviewed the loan file, the loan was denied because you have had a mortgage late within months of the last FHA case assignment dateThe loan officer may have been confused as this requirement from FHA recently changed, we will address this with himI do apologize for the misunderstanding but FHA guidelines will not allow an application at this timeOnce months has elapsed from the date of the last delinquency you can apply again with us or any other FHA lenderPlease let me know if I can be of any further assistance Sincerely Roseanne G Vice President Customer Service Freedom Mortgage Corporation