Freedom Mortgage Corporation

Mr [redacted] I do apologize for the delay in paying your taxes, the account was set up incorrectly and that is why the taxes were not paid automatically, the data has been corrected and there should be no further issues going forwardThe tax department advised me that the check was sent out for the taxes on 3/15/and sent to the county for processingFreedom Mortgage paid the penaltiesPlease let me know if there is anything further I can assist you withSincerely Roseanne [redacted] Vice President Customer Service Freedom Mortgage Corporation

I refinanced my loan with FreedomIT was a horrible experienceAlmost monthsI must have over emails trying to get answers to problemsOver people working on my loanI can only assume people just kept quitting their jobs? Incompetent on every levelLucky I have a mortgage lender in the family so he kept me on them with their total disfunctionPlease don't put yourself what I went through

the worst mortgage company everCannot recognize my loan number , recurring payments correctly set up are being "reversed"Why?? With no communicationNo customer service representativesAbsolutely the worst and the consumer suffers, our credit rating suffers because of incompetent, inconsiderate and selfish companies such as freedom mortgageI wish we have choice rather than our mortgage just getting transferred to the next surviving mortgage company The [redacted] needs to crack down on these crooks

[redacted] , I do apologize that you had issues with the websiteWe did have intermittent outages over the last few weeksI have been advised that those issues have been resolvedIf you have any further issues please email me and I will have someone assist you directly* [redacted] *Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

MR [redacted] , I am sorry that you experienced difficulty accessing your account onlineIt is my understanding that the serivcing center assisted you with this and that you now have accessIf this is not the case please let me know and also please advise if they refunded you any of the fees that you paid as a result of not being able to pay on lineI can be reached at [redacted] Vice President Customer ServiceFreedom Mortgage Coropration?

Complaint: [redacted] I am rejecting this response because: Note:Please do not reverse the second principle payment Check # [redacted] totaling $8,was mailed on 3-29- The check covers both March and April, each $and includes an extra principal payment of $which was clearly indicated on the return payment stubMsG, thank you for your response and apologize, unfortunately your explanation is tremendously inadequate Your “logic system” is not the least bit logical; it should not apply funds based on customer tendencies, rather it should apply funds EXACTLY AS INDICATED ON THE RETURN PAYMENT STUB, accompanied by each check If not, than what is the purpose of the detachable payment stub that indicates additional Principle, Escrow and Late Charge payments? The computer system should see the information indicated on those fields and apply them exactly as indicated! If the system sees a discrepancy between the indicated amount and the amount on the check then a manual review should be performed I should not have to write a separate check simply to make an additional principle payment; again that is what the detachable payment stub is for Your “logic system” assumes tendencies, should I assume Freedom Mortgage engages in fraudulent practices because it knowingly miss applies applicants’ payments in a manner that benefits Freedom Mortgage and negatively affects its customers? As previously stated, my previous mortgage company had no issues applying my extra principal payments, regardless of the amountYou mentioned a manual processing location but did not provide an addressYou mentioned “an additional payment was reversed and applied towards the principle” This seems to imply that more than on payment was revered and applied towards the principle Based on my monthly statements and my online Freedom Mortgage account, only one payment was correctly reversed and applied towards the principle (Please do not reverse any other payments) Please correct me if I am mistakenIt should also be noted that you completely ignored the issues I encountered when I contacted your Customer Care line at [redacted] ***As I stated previously, I discovered the errors rather quickly and contacted Freedom, however, the customer care representative’s ineptitude caused this bad situation to get even worse They could all stand to improve their active listening skills and better familiarize themselves with computer system they work with dailyRegards, [redacted] Regards, [redacted]

August 1, Mr [redacted] Re: Your complaint to the Revdex.com Dear Mr., and Mrs***: 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 reimbursement of your escrow funds pending your new refinance transaction on 8/1/When your written request was received, it was mistakenly interpreted that you were requesting to pay your own taxes and insurance until paying off the loanAs I review the notes, I see that once the issue was fully understood and escalated to management, the escrow was waived on 7/27/2016, a check for the escrow funds was drawn and mailed to you on 7/and delivered on 7/ I apologize for the misunderstanding and trust that this issue has been resolved to your satisfaction 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]

Complaint: [redacted] I am rejecting this response because I did not speak with ANYONE from Freedom Mortgage on Dec8, 2015, nor has the company addressed the problemsI did speak with [redacted] on December 4; however, [redacted] stated that he would follby December 9, I asked [redacted] to follno later than DecI have yet to hear back from ***In addition, I left a voicemail message for [redacted] on Dec15, 2015, which I have not received a call back yet fromThe original rep which I spoke with Dec3, followon Dec21st (days after the initial contact), stating I am followifrom a few days agoTHE PROBLEMS STILL EXISTS: FREEDOM MORTGAGE CUSTOMER SERVICE IS HORRIBLE MY QUESTIONS STILL HAVE NOT BEEN ADDRESSED Regards, [redacted]

[redacted] reviewed your loan application with the office handling your fileThe SBA loan was not an issue at anytimeThe biggest issue was with how the loan was structured and the information given to us by the brokerPlease see below from the office handling the fil "Based on the information in [redacted] (our loan processing system), the file was initially underwritten on 3/12/and the file was unable to render due to the debt ratio which caused DU findings to go to an ineligible status The underwriter requested verification of the monthly payments for the student loans as credit report only showed these loans as deferred with no payments The file was submitted back to the underwriter and reviewed on 4/21/ This Underwriter was provided with a new credit report with the student loan payments and other liabilities thus the debt ratio was still not acceptable to DU The Underwriter sent the broker the new condition sheet The next underwriter review was 5/27/and the broker increased the loan amount that exceeded the maximum LTV allowed by FNMA for a cash out refinance The Underwriter actually countered the broker to restructure the loan to the maximum LTV of 85% and keep the debt ratio within guidelines There was communication throughout the process with the broker" The broker has not submitted anything further after the last communication with the underwriter and the file is still in the status of unable to renderWe have not closed out the applicationI would need the broker to close out the file before I can consider refunding the appraisal fee [redacted] Freedom Mortgage Corporation [redacted]

Mr [redacted] , upon receipt of your complaint I reviewed your loan with the processing managerShe advised that we verified the balances owed with a credit supplement which was pulled on 4/I was also advised that the balances being paid were reviewed with you by your processor prior to the loan closingAdditionally the amount were listed on the closing disclosure which you signed at closingHad you felt that they were less than what was owed we could have re-worked the numbers before rescission endedI am sorry that you feel you did not get the level of service you watned but we would have no other way to confirm the balances other than the credit supplement and your approval Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

I refinanced my house back in with Freedom MortgageMy neighbor recommended Freedom MortgageWhat a horrible mistake I made going with themI was supposed to have saved over dollars on my mortgageNot only did my mortgage eventually go back up to where I was when I bought my house, it has gone up a little moreForget about getting any help as wellI called this company because we're in contract (thank god) and I needed informationApparently this company has different sub-companies because I was told I was part of a completely different company under Freedom MortgageYou'd think if I called up that someone would be able to help, but noI was transferred (twice)I received my payoff and had my email address updated so I could log on to their website (I haven't been able to get on in years even with the correct information)I just tried a few minutes ago and the website doesn't recognize meI can't wait till I get rid of this so-called-companyStay away from them!

Mr [redacted] , upon receipt of your complaint I asked the escrow department to review your loanThey advised that the $that you sent in for the shortage was applied to principal in errorWe have reversed that and applied it to the escrow account and have reanalyzed the loanThe shortage is gone and your payment is A supervisor has tried to reach you to go over this with you and will continue to try and reach outSincerely, Roseanne G Vice President Customer Service Freedom Mortgage Corporation

I have had NOTHING but issues with the freedom mortgage websiteI have only been able to pay my bill ONCE on there and calling in they are refusing to waive the $fee for someone who is so adamant about paying their bill on time (which a company should be happy to waive a phone fee for)It is absolutely ridiculous to charge someone for paying over the phone when your own website is having issuesI click "make a payment" and it goes straight to "an error has occurred" every single timeI even tried two different computersI am completely regretting refinancing with themNo wonder they are refinancing a bunch of customers for free to keep them because I would 100% leaveI just want to pay my bill on the phone since I've had nothing but trouble online (I'm years oldI know how to use the internet)When calling in, the representatives were extremely rude, put me on hold while I was speaking, would not give me their names when asking for them, and even raised their voices at me!

[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] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Mr [redacted] ,I do sincerely apologize for the frustration you experienced in trying to complete your refinanceYour situation was the exception and will be reviewed to be sure it is not repeatedThe loan you applied for included Freedom paying your closing costsBelow are the costs that we covered+---------------- Lender Paid Fees ----------------+ ¦ Fee# Description Paid by Lender¦ ¦ ---------------------------------------------------¦ ¦ Discount Point $4, ¦ ¦ Credit Report $ ¦ ¦ Tax Related Service $ ¦ ¦ Flood Determination $ ¦ ¦ MIP/PMI/VAFF/Guaranty Fee $1, ¦ ¦ Settlement or Closing $ ¦ ¦ Title Insurance $ ¦ ¦ Recording Mortgage Fee $ ¦ +-----------------------------------------------------+ ¦Base Loan Amount % of Base Total Paid by Lender¦ ¦---------------- ---------- --------------------¦ ¦ $331, 2.0963% $6,953.20¦ +-----------------------------------------------------+ We did not use your escrows and you will be getting an escrow refundThe amount is which includes the April 1st payment that you made but did not need to makeThe funds will be returned to you as soon as possible as I have asked for the servicing center to escalate the release of the fundsPlease let me know if you need anything further

Ms [redacted] , I do apologize for the issues you are having with your accountI asked the cash department to review and they advised that the payment had been misappliedThey corrected the mistake and applied the payment with an effective date for when it was initially received and made sure that any late fees were waivedIf you have any issued going forward please feel free to reach out to me at [redacted] *Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr [redacted] , as I had said in my response to the State of **, the documentation we had had expired, the request for the short sale was closed due to missing items back in OctoberOn December 31st Arthur V was assigned to work as your SPOC and he went over what was needed to reopen the request for the short saleYou advised that you would send in the required documentsWe also authorized your wife on the account per your request so she can participate be a point of contact due to your working full timePlease let me know if I can be of any further assistanceSincerely Roseanne G Vice President Customer Service Freedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because:Quit going around in circles lady!!!! I have left you my number multiple times and barley received a phone call from you yesterday at 2:my time when you have known for quite some time I have said any time after [redacted] timeJust sell my loan to anothe company your customer service SUCKS!!!!!!! Nothing is going to get resolved at this rate! Going in almost months!!!!!!!! Regards, [redacted]

Mr [redacted] , upon receipt of your complaint I reviewed the accountYou had an escrow shortage due to a recent analysis of your accountYou had paid the shortage but it had not been applied correctly which caused the payment you had sent in for May to not post and be applied to suspenseWe corrected the misapplication and applied your paymentThere was not negative reporting and the late fee was waivedYou account is current and due for the July payment.Sincerely Roseanne G [redacted] Vice President Customer Service Freedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: I don't want the amount we are supposed to owe forgiven, I just want he amount refinanced back into our current loan so I can continue to make payments, because I cannot come up with over $5,because of things that happened that was out of my controlAlso I cannot get in touch with the loss mitigation department right now because I am deployed and cannot make calls out of countryI have tried emailing them multiple times and I haven't gotten a responseI have also emailed the us toner care team and given all of my information, and explained how I cannot call because I am deployed and they respond back with a generic email saying they cannot confirm my information and they tell me to callAlso I submitted a loss mitigation package before I left and they sent a letter a couple weeks later saying they need documents that I filled out and mailed back to themI do not know what to do when the customer support will not work with me at allIt is putting me in more debt and causing me to come closer to foreclosingI don't understand why Freedom Mortgage treats customers like this, and especially military Regards, [redacted]