Freedom Mortgage Corporation

Dear [redacted] Upon receipt of your complaint I reviewed the events surrounding the closing of your refinance and the payoff of your loan with [redacted] who was servicing your existing mortgage for Freedom Mortgage Corporation. It seems that there was some miscommunication in... regards to the payoff of the mortgage. The payoff was short due to an outdated payoff figures but this was not realized until after you had been asked to make the April payment. It was wrongly assumed that the shortage was due to the April payment having not been paid. I spoke to the individuals involved and they advised that once the correct reason for the shortage was determined we refunded you the April payment, which was $908.00 and then sent over to [redacted] the remaining monies needed to complete the payoff of the loan out of our pocket as this was an error on our end. Attached is a copy of the check which you should have received by now. Your first payment on the new mortgage will start 6/1/2014 and there has been no negative impact on your credit. I do apologize for this situation and the frustration that it caused you. Please let me know if I can be of any further assistance or if you have additional questions. Sincerely, Roseanne G [redacted] Vice President Customer ServiceFreedom Mortgage [redacted] ***

[redacted] [redacted] [redacted] Re: Your complaint to the Revdex.com Dear Ms [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 appraisal on your application I’s sorry you were not happy with the appraisal companyFreedom Mortgage, like most mortgage companies uses outside vendors to select appraisers to ensure that appraisals are conducted fairlyThe appraiser made the appraisal subject to the painting of the stem wall of the foundation as it could “affect the integrity of the subject’s foundation” if not remediedThis is the reason it was required prior to closing and was something that we could not foresee As a courtesy, we will be refunding the $appraisal fee to you due to the circumstancesPlease allow 5-business days for deliveryIn addition, we will have the inquiry removed from your credit report If you have any further questions or concerns, please do not hesitate to contact me Sincerely, [redacted] ***

Ms [redacted] , since you were unable to open the response attachments I will email them to you today

Absolutely the worst mortgage company that I've had to deal with since becoming a homeowner years agoUnfortunately my previous mortgage company sold my mortgage to Freedom weeks ago at the same time that I received a insurance claim checkMy home was sustained severe damage from Hurricane Sandy in It was rebuilt in and in all Sandy claims had the opportunity to have their original claims re-reviewed due to widespread under-payments by insurance companiesMy claim was found to be underpaid and I received a check for the underpaymentI called Freedom and explained all of this and was told to send them the check as it was also made payable to them and to provide a pre-paid overnight envelope to send the check backI overnight end the check and it was received on July It is now August and I still do not have the checkRepeated calls to the lost draft dept and speaking to their "specialists" is a jokeOn July 14, I had to write a letter of explanation and fax it to them along with supporting documentation regarding from FEMAI was told the "inspect action" of my home would be waived as there was no damage since my home was rebuilt in but I had to upload My CO from a recent house inspection after I elevated my house in They have had all documents and yet did not process the check till July and did not deposit the check till July It took days to deposit a checkRequests to speak to Supervisors, I was told no one was availableI finally got a Supervisors name, Sylvia [redacted] who I Called twice before I finally got to speak to her and she promised to look into this and provide me an answer of August Of course she didn't call back and I have left her two messagesThis company does nothing but lie to its customersIn my mortgage company at the time of Sandy was [redacted] and [redacted] processed all insurance checks within hrs and had an inspector at the house within daysIf this is how Freedom operates and treats homeowners when they experience a catastrophe and need their insurance claim checks to start repairs, then I pity those homeownersThis is totally unacceptable and I plan on filing a complaint with the [redacted] as well as I will file a complaint with the Congressman and Senators who have been helping Sandy victimsIf you are a homeowner considering finding a mortgage company, DO NOT consider Freedom MortgageI am requesting a response from someone in this company who holds a higher position than [redacted] in the Lost Draft deptI am requesting Freedom Mortgage to please sell my mortgage to another company as I do not want you to be my mortgage holder

Ms. ***, upon receipt of your complaint I reviewed you file and history. You should not have been charged the payoff fees as this was an internal refinance. I have requested a check be issued to you in the amount of 90.00 and sent out via regular mail. It should arrive in about 2 weeks. I... apologize that this was not taken care of sooner.Sincerely [redacted] SVP Office of the President Freedom Mortgage Corporation

Mr [redacted] , the explanation I last provided explains the current shortageAll funds have been applied correctly and you do have a new shortage because of the change in the tax disbursement datesI will ask someone to contact you to review

Ms [redacted] , I asked our servicing center to review the issue you hadYou were on a repayment plan to make up for the payment that you were not able to payBelow was their responseAlso the late charges are included in the plan because the loan is considered lateA repayment plan letter was sent to the borrower on June 30, The plan consisted of one payment of $and remaining payments of $for a total of $10,This total included regular mortgage payments of $1,456.44, the "skipped" payment in amount of $1, which equals = $The remaining amount is the late fees in amount of $407.82.While the borrower did pay as agreed, she was still delinquentWe have to report accurately, which is why we have the code which states payment planThe level of delinquency did not increase, but is reported each month what it was at the time the plan took effectThe idea behind the repayment plan, is that by the end of the plan, the loan will be currentBelow is how she was reported: 01/20/ 01/01/11-CURRENT 12/22/ 12/01/11-CURRENT 11/20/ 11/01/11-CURRENT 10/20/ 09/01/71-DAYS D AC-PARTL PYMT AGREE 09/22/ 08/01/71-DAYS D AC-PARTL PYMT AGREE 08/20/ 07/01/71-DAYS D AC-PARTL PYMT AGREE 07/21/ 06/01/71-DAYS D AC-PARTL PYMT AGREE [redacted] Vice President Customer ServiceFreedom Mortgage corporation

The entire experience was very easy and stressfree

[redacted] I am working with our tax department to obtain the refund and correct the escrow accountI anticipate that this will be completed in the next hoursPlease contact me directly at [redacted] and I will update you once this had been finalized [redacted] Vice President Customer ServiceFreedom Mortgage Corporation?

August 16, Roman" size="3"> Ms [redacted] and Mr [redacted] Re: Your complaint to the Revdex.com [redacted] Dear Mrand Mrs [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 additional funds being misapplied on your account Payments are processed automatically by [redacted] ***Since this is an automated process, the system is unable to read the memo line of your checkIn addition, amounts paid in excess of your mortgage payment are handled differently by the automated process depending on the amount of the excessIf the amount paid is equal to payments, the system will apply two full mortgage payments and will not apply anything to principalIf the amount paid is more than payment but less than payments, the system will apply one payment as the regular mortgage payment and the remainder to principalIf you wish to continue making payments to the designated address, I would suggest that you send an amount just under full payments (i.e$1299.00) and the payment will post $as your regular payment and to principal Another option is to send your payment directly to Freedom Mortgage for manual processingYou may send any amount over the mortgage paymentPlease send your payment to: Freedom Mortgage [redacted] Attention: Payment Processing Please complete the payment coupon on your mortgage statementYour mortgage statement has a designated area for you to complete and direct where additional funds are to be appliedWithin the payment coupon (please see lower right portion of attached mortgage statement), there is a box with the heading “Amount Due”Within this box, there are spaces for Additional Principal, Additional Escrow and Late ChargesJust below this box is another box for the Total Amount EnclosedPlease write in the amounts in the appropriate spaces and your payment should be processed correctly going forward 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: ###-###-####

About months of completing my mortgage I started getting weekly phone calls to refinance my loanThey would call my work, home and cellI have asked to get put on the do not call list and still receive calls about thisI would never recommend this company to anyone

After having several very nice experiences with several lenders who purchased my mortgage in succession, Freedom Mortgage unfortunately bought my loanTheir website is completely unacceptable, and in order to do something very basic, such as set up bi-monthly payments, you have to pay your loan 1-month ahead, which I've never experienced before (especially in a scenario where it is not the initiation of a new loan)Additionally, should you wish to modify this recurring payment online in the future, you have to completely cancel the recurring transaction and resubmit a new one, which then requires you to prepay 1-month ahead againNot only is all of this an incredible nuisance and unacceptable in 2016, they make it extremely difficult to make a principle only payment, which I find to be a borderline criminal offenseOf course, they offer up snail-mail as the solution to all of the problems with their website, but it's all just comically bad and completely unacceptableThe only good thing that I can say about them is that their customer service representatives are very pleasant and well informed about what their organization is incapable of doing, and they are able to explain what they can't do in a very friendly and clear mannerSteer clear of these guys if you are starting a new loan, and hope they don't buy your existing loan

Mr [redacted] I do apologize for what must have been a frustrating experienceWe are reviewing the interactions between you and our staff and will send those individuals for additional training as neededTo address your question about the late charge, there was on assessed on the payoff statement because the loan was due for the January payment when the payoff was run and the good thru date was after the late charge dateYour loan paid off on 1/15/and you were not charged nor did you pay a late fee, the amount collected for it on the payoff deposited into the escrow account along with some additional interest the title company sent, the total amount was This was combined with your escrow balance and a total of was refunded to you on 1/29/(within the business days allowed for the refund of an escrow account).I am attaching [redacted] 's year end statement as well as a copy of our January statement which included our year end statementBetween the two you will have all interest and taxes paid in Please let me know if I can be of any further assistance and again, I am sorry for the frustrations you experienced Sincerely Roseanne G Vice President Customer Service Freedom Mortgage Corporation

[redacted] , upon receipt of your complaint I reviewed the loan and the request for the removal of the PMIThe loan is eligible for the removal of PMI however you also submitted a request to have the 12,principal payment you made returned to youIf we do that then the loan would not be eligible for the removal of the PMII assume that you want to leave the principal payment and remove the PMI but I ask that you email me a confirmation so I can advise the escrow department on what to doI can be reached at [redacted] [redacted] Vice President Customer Service Freedom Mortgage Corporation

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 I appreciate you taking the time to answer my concerns, and I hope other customers do not experience what my family did Regards, [redacted]

[redacted] the loan was eventually denied, after your broker advised us that you withdrew the application from them, not because you had a small business loan but because that small business loan was a lien against your house which caused the total loan to value to exceed that amount allowed under the programYour broker was aware of this and should have explained that to youIn my last response I stated that I could not refund the appraisal fee until the the broker updated us on the status of your applicationI also provided my email but I never received an email from youBecause I now know that the file is closed with us I will authorize the refund of the appraisal feePlease allow to business days for the check to be mailed to you [redacted] Vice President Freedom Mortgage Corporation ?

I had the pleasure of speaking to Raul in the Insurance Deptnot once but twice this yearI had received notices about insurance deficiencies and he helped me both times, calling insurers for me, walking me through step by step to send him documents he needed and even returned a phone call when he said he wouldIt was a pleasure to find someone so kind and helpful as well as so well versed at his job

Mr***, the system is not ours to changeWe have no ability to change our vendors programmingWe are asking them to amend their system to allow for what you are asking but are at their mercy

January 17, [redacted] Re: Your Complaint to the Revdex.com Dear [redacted] We have reviewed your complaint and researched the issue regarding the escrow refund Please allow me to apologize for the delay in getting your escrow refund check sent to youWe have issued the check in the amount of $1,and sent the check to you via overnight mail ( [redacted] Tracking # [redacted] The check is scheduled to be delivered to you today Sincerely, Joseph PP [redacted] Assistant Vice President Customer Service [redacted] ***

[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, contingent upon actual follow- through by Freedom Mortgage, and proper re-allocation of mis-applied paymentsIf the account does not normalize by the time I receive my next statement (as the Freedom Mortgage agent who responded claims it will), I may have to re-open a Revdex.com caseI thank Revdex.com and Freedom Mortgage responding agent for their efforts an accommadation toward my caseThank you, both! Regards, [redacted]