Freedom Mortgage Corporation

[redacted] , upon receipt of your complaint I asked our processing area to research the issue with the closing disclosureThey advised that you had elected to receive the closing disclosure electronicallyOne was sent to you in that manner on 12/10/but it has never been openedAdditionally we pulled phone calls between yourself and our staff and we never refused to send you the closing disclosureOn 12/at 4:04PM Kerry Frysinger sent you a copy of the initial and final closing disclosureYour loan has since closed and funded so I assume that you agreed with the figuresAs for the credit reporting, FISERV, the vendor whose system we use for our loan servicing functions, reported a number of loans to be in forbearance in errorThis occurred at the end of October and was corrected within a few daysThe loan is not reporting as having been in forbearance Sincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

I had a mortgage which I refinanced with freedom mortgage in July of They were supposed to apply a credit of plus a refund of interest paid on that amount as it was a va funding fee refund for my being a >30% disabled combat veteranThey refunded it in June, in response to my original complaint ( [redacted] )However, only days after that complaint was closed, they took the money back out of my account and refuse to credit me my VA Funding Fee and are doing nothing to rectify the issue weeks after I notified themThey originally received my funding fee from the VA in March of and have YET to apply it to my account and keep it appliedThis is dispicable to veterans everywhereRefund of the $Refund of interest accrued on this amount as a result of their failure Letter of apology and why they withheld money rightfully owed to a disabled combat veteranDirect line for any additional issues to a VP or above

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]

Mr [redacted] , upon receipt of your complaint I reached out to the loss draft departmentThey advised that it is our requirement that a licensed contractor complete the workThis is a large claim and it is our responsibility to the investor that the work be completed in a professional manner [redacted] is the investor and we must do what is required to meet their expectationsBelow is what the procedure is in regards to the claim and the release of the funds Upon receipt of all required documents (signed contract, contractor’s W-9, contractor’s wavier of lien form, adjuster’s estimate, and copy of contractor’s license), a disbursement of $40,would be issued to the borrower and contractor Upon the repairs being verified by inspection at least at 50%, an additional disbursement of one-half of the remaining balance would be released to borrower and contractorThe final disbursement would be held until inspection verifies repairs are at least 90% complete with no structural repairs remaining to be completed, at which time the funds would be released to borrower and contractor I am sorry but we will not be able to comply with you wish to have all the proceed sent to you and to waive the requirement for a licensed contractor Sincerely Roseanne G SVP Customer Service Freedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because:They information regaurding the double billing did not show up untill almost two weeks after I sent the paymentThat is not how a bussiness is run, and so on 6/I sent a second payment because of no reply from freeddom mortgage from the first paymentI was under the impression the never recieved the 1st paymentI have never been late or missed a mortgage payment, and have never dealt with a company who takes so long to handle any situationsI called them as well on 6/2, spoke to a supivisor and they said I should be mailed a check in 7-bussiness daysWhich once again they DID NOT! Their excuse was it took them that long to process it, and I should wait another 7-bussiness days to recieve the checkAt this point I told them just to keep it and use it as July's paymentApperently they have no probleum in taking peoples money, yet give them the run a round when it comes time to send it back due to lack of efficancy on their company's behalfI am getting ready to sell my house SOON, AND YOU CAN BET I WILL CHOOSE A DIFFERENT MORTGAGE COMPANY!!! I also sugest to anyone out the in the real estate marked, to STAY AWAY FROM FREEDOM MORTGAGEunless you like to be lied to, played games with, and strung along, by a VERY UNPROFESSIONAL SECOND RATE BUSSINESS!!Regards, [redacted] ***

Please see below from our tax department The property taxes from closing were projected for 879.94(per mon) and the hazard 1032.96(per mon.) in Taxes were paid IAO and Hazard for in Taxes were paid IAO and Hazard for in Taxes were paid IAO and Hazard for and in 2015(Policy Switch from Citizens/USAA to Security FirstConfirmed with USAA/Citizens that borrower was switching from Citizens to Southern Oak, but cancelled in 10/and received the refund of 1546.38) Due to the increase in the hazard premium and real estate taxes paid, the escrow portion of the payment had increased from to current **The tax assessor has confirmed that there is a partial exemption that is eff 6/6/and the new estimates would be available on 8/18/ [redacted] The account has been reviewed for escrow waiver and has been denied due to the LTV Ratio is 91.34% and FMC guidelines require the property taxes to be escrowedA denial letter has been sent Our analysis performed on 5/1/lowered the escrow portion of the payment to 260.04, based on the deposit back into escrow, eff 5/1/The tax line has been notated for the partial tax exemption and once the property tax estimates are available, if the assessor confirms that the amounts will not change, a new analysis can be performed per borrower’s request PLease let me know if you ahev any questions Sincerely [redacted] SVP Customer ServiceFreedom Mortgage Corporation

Ms [redacted] , upon receipt of your complaint I asked my cash department to look into the missing paymentThey advised that they received a wire from Loancare Servicing on 7/5/which included the payment that had been sent to them in errorThe payment was applied to your account the same dayWe are updating the credit bureaus to reflect the June payment as on time and not latePlease let me know if there is anything else I can do for youSincerely [redacted] Vice President Customer Service Freedom Mortgage Corporation

Ms [redacted] upon receipt of your complaint I asked our servicing cetner to reach out to you and assist you with the issues you were having with the websiteThey did so and assisted you with resetting your password and you were able to able to log on and make you paymentPLease let me know if there is anything further that you need [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Dear Ms [redacted] ,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 meSincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

August 17, Roman" size="3"> [redacted] Re: Your complaint to the Revdex.com Dear Mr***: We are in receipt of your complaint and are happy to respond to your concernsI have reviewed your complaint and researched the issue the missing payment Our records indicate that one payment posted on 5/10/and again on 5/11/but the 5/11/payment didn’t clearIt doesn’t appear that the money came out of your bank account from our endIn order to further investigate the matter, please provide the bank statements (all pages) covering the full month of MayIf checks were used to make the payments, please provide copies of canceled checks for both payments You may fax the statements to the fax number below or e-mail a scanned copy to the e-mail address 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]

Worst mortgage company I have ever usedI had a bad feeling about them from before the escrow closedThey made me double the amount of coverage of homeowners insurance for my loan which I did and sent them the proofThey disregarded the information and proceeded to take out another home insurance policy in my nameNow I had insurance policies and it took several phone calls to cancel the one that they ordered for meI have been paying my monthly mortgage payments via online bankingFreedom changed their billing procedure in the fall and now they no longer take electronic paymentsHowever, I was not informed of the change in policy so continued to pay my mortgage as usualNow I get a letter telling me I have not made my December paymentI called and was told they now had my payment and that because I paid it online it took longer for them to receive itI thought this was strange since I always pay it online and there was never a problem of their receiving it on timeNow in January I get a phone call saying they have not received my payment againThis time they tell me they have had a change in their billing process and I now have a new account number so they did not get the money, but it went to the former place who confirmed they got the payment and returned it to my account at Bank of AmericaI told Freedom I was never given information about the change in billing and asked them why they did not tell me the correct information in December when I last called.No answer.They also told me I now have a late charge.When the money was returned I immediately sent it to the new account number and address they gave me, but in the meantime they called me several more times telling me they have not received the moneyThe latest is I received letters from them threatening me with foreclosure, they actually sent me the paperwork and also informed me that they have given my name to credit report companies because my payment was over days lateThey still will not listen to me on the phone and clear up the problems they have createdAlso, it is February and they have not sent me my tax information for Dealing with Freedom Mortgage is an ongoing nightmare

Mr. [redacted] ,I am sorry that you had issues using your bank's bill pay service to pay your mortgage payment. At this time we dod not process them electonically as you are now aware but we hope to in the near future and have a project in process to accomplish that. You were not assessed a late charge... as the payment was effective dated the 16th. For now you can continue to use the bill pay service, just all time for mailing and make the effective date of the payment prior to the 16th. Please let me know if there is anything else that I can do for you [redacted] Vice President of Customer ServiceFreedom Mortgage Corporation

Mr [redacted] I apologize that the loan process did not meet your expectationsI asked staff involved with your file to provide me with an update and they advised that there were recent issues verifying employment/employerI will be refunding the appraisal fee you paid in the amount of It will be sent via regular mail in about business days Sincerely [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

Mr***, I asked that our servicing center review your concernThey advised that there was a system error that caused the account to appear open when in fact it has been closed outWe have updated the bureausplease let me know if I can be of any further assistanceSincerely Roseanne [redacted] Vice President Customer Service Freedom Mortgage Corporation

Mr [redacted] , upon receipt of your complaint I asked our QC department to pull the phone call in questionThey did so and we reviewed it with Mr***'s managerAs a result Mr [redacted] has been placed on Final Warning and should an incident like this re-occur he will be immediately terminatedI deeply apologize to you for his behavior as it is completely unacceptableWe have implemented a new policy that actions such as these will result in termination without warningPlease let me know if I an do anything further for you Sincerely [redacted] Senior Vice President Customer ServiceFreedom Mortgage Corporation

[redacted] Upon receipt of your complaint I reviewed your file with theprocessor. She stated that she spoke with you about the term on 9/22/15 andthat you were fine with the term. The loan closed on the same day and while youwere afforded the right to rescind you did not rescind the loan. I can... onlyassume that you filed this complaint prior to the discussion with the loanprocessor. Please let me know if you have any other concerns. I 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 payment historyThe reporting appears to have been in error and we have submitted corrections to the credit bureausThe status will update for the next reporting cycleSincerely [redacted] [redacted] Vice President Customer Service Freedom Mortgage Corporation

Dear Mr. [redacted] , The $121.82 you mentioned was used to complete your 3/1 payment as the payment that was made was short. I have contacted our servicing department and asked them to reach out to you to review your account with you so you are comfortable going forward and answer any questions you may have. They should be contacting you within the next several days. Thank you. [redacted] Assistant Vice President

On or about Nov I was contacted by Freedom Mortgage to refi my home .I was told that I would receive the paper work in a couple of daysAbout days later I received the application ,filled it out, and returned it a few days laterI was told that the closing date was set for Nov 3rd and it would take about weeks for the paper work to go through.On Nov 8th I called Talia to see how things were going and I was told she was on the phone and she would call me back.I called for the next days and was told the same thing, this never happenedMy wife called on the 4th day and insisited to speak to her and she got on the phone and told her she was having problems with her kids and couldn't get back to medays later I received a letter saying I was denied because my credit score was 618.A day prior to making the inquiry for this loan my credit score was 718.So how can I be denied the loan when I lost a hundred point as a direct result of trying to do business with you guys and more importantly why did I have to get handled by Talia instead of her just telling me I was denied and I would receive that denial in writing.THANK YOU VERY MUCH

Mr [redacted] upon receipt of your complaint I reviewed your file with our senior underwriter Initially the application was taken and there had been some errors but that was corrected and the was corrected by re-writing the loan but honoring the initial termsThe file was processed and there were some delays but the file did go to closing on 11/On 11/you advised that you wanted more cash outWe told you that the loan would have to go back to the underwriter for re-approvalBy that point we needed to verify that all mortgage payments had been made on the primary and investment propertyIt was determined that you were days behind on the investment propertyYou did bring the loan current however the delinquent payment history is not allowed per guidelines and the loan has been deniedI am sorry as I am sure that this is not the answer that you would like but there is no other option at this timeIf you have any questions please email me at [redacted] Sincerely Roseanne G Vice President Customer Service Freedom Mortgage Corporation