Freedom Mortgage Corporation

[redacted] , upon receipt of your complaint I asked the processing area to review the fileIt seems that there was a large degree of difficulty obtaining the subordination agreement from your second lien holder and once we were communicating with them they had added some additional requirementsThe application was eventually closed for incompleteness on 9/28/as we still did not have the subordinationWe did finally obtain it on 10/5/The loan would have to be re-written since it was closed outI asked the loan officer to reach out to you to see if you wanted to proceed but I was told that a message had to be left and I see no other action on the filePlease email me if you would like the loan officer to call you, [redacted] Sincerely, [redacted] Vice President Customer Service Freedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: I just called on 7/15/at 6:15pm to verify my late charged was waived and was told it couldn't be waived because I had already paid it and nothing could be done about it now They will not reverse it Regards, [redacted]

Ms. [redacted] , Upon receipt of your complaint I asked the processor to address your concerns. It seems that there some issues documenting income and a higher than acceptable debt to income ratio. This required additional documentation and a longer processing time. Your file went into... final underwriting and was approved on 8/12/15. The loan has since closed and funded. Please let me know if I can be of any further assistanceSincerely [redacted] Vice PresidentCustomer Service

Mr [redacted] , I apologize for the misunderstanding regarding the repayment planI reviewed your account and sent an update to the credit bureaus to have your credit amend to so paid as agreed with no late paymentsThis will be updated by the credit bureaus when then update their records in the next to daysSincerely [redacted] SVP Customer Service Freedom Mortgage Corporation

Complaint: [redacted] I am rejecting this response because: IF THERE ARE ANY LATE FEES ATTACHED TO MY LOAN I WANT THEM REVERSED AND A CHECK SENT TO ME Regards, [redacted]

I was sorely disappointed with the Freedom Mortgage CompanyMy initial contact with [redacted] was pleasant enough; however, when I reviewed the closing paperwork (prior to signing) I found that many of the things we had discussed were NOT addressedFor example, he told me there would be NO closing costs on the refinancing of our loan (that was not true)In addition, when I called to cancel the closing appointment with Freedom Mortgage so that they could alert the notary not to come (this was cancelled weeks prior to the scheduled appointment) I could not reach ANYONEI waited on the phone for minutes while being transferred from person to personFinally, I hung up and contacted a lady named Nicole (since I had her direct line) and she was involved in setting up the appointmentNicole assured me should would submit a complaint to Freedom Mortgage and they would be contacting me AND she also assured me that my closing appointment was cancelledOnce again, not so! No one ever contacted me regarding the discrepancies on the closing paperwork AND she did not cancel the appointment because I received a phone call from the notary the morning he was to arrive informing me that he was on his wayI kindly told him that if he continued to my house, he would not be getting any signatures because I refuse to align myself with a company like Freedom Mortgage who apparently is only there to prey on VeteransFreedom Mortgage has proven to be unreliable and unprofessionalI would never recommend them to anyone

Complaint: [redacted] I am rejecting this response because: First of all I requested on November 8th that a senior management individual from Freedom Mortgage call me to discuss the situation I have yet to receive a call I have not yet received the following from Freedom Mortgage: First of all an in-depth root cause analysis as to why this situation occurred and what procedural changes will be instituted at Freedom Mortgage to rectify this situation in the future.Second of all, Freedom Mortgage pulled a credit report through [redacted] and now the hard inquiry shows on my credit report The options that will be satisfactory to me are as follows: Freedom Mortgage honors the original contract and closes my mortgage by November 15th Freedom Mortgage has the hard inquiry on my credit report withdrawn by November 15thIn regard to other mortgage products how can I as a consumer continue to work with Freedom Mortgage when they are unwilling and/or unable to determine the root cause for the current issue and how that will not happen again in the future? I have received no official documented notification from Freedom Mortgage of this problem, any available options to me or recourse available to me I do not understand why there is such an unwillingness of Freedom Mortgage to discuss the issue and provide resolution Due to no fault of my own, I have lost days of time and the ability to refinance my mortgage at a historically low rate How will Freedom Mortgage resolve this situation please? On November 8th I also asked for the contact information for the legal department at Freedom Mortgage I have yet to receive this information Thank you Regards, [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 Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Freedom Mortgage has not only inadequately responded to the length and frustrations that have been associated with closing the loan, they have not addressed my complaint of changing the good faith estimate (GFE)They have originally promised $2,in creditsThey have changed the GFE two times since my original complaint about changing the GFE They have whittled down the credits on the GFE from $to $(see attached), even when they said in writing that there would be no charge for extending the interest rate When I have asked about the most recent GFE, they have yet to respond and previously have said that they could not honor the original GFE with a credit of $1, In addition to this, the response for being slow on the loan has not met my expectations When talking to other mortgage companies, the loan officers have said that they should have told me to file my taxes differently so that I could get them stamped and approved by the IRS as soon as I filed my taxes so that I did not have to wait 5-weeks for the transcripts In addition, they have filled out the form form wrong multiple times, thus delaying the process even longer The transcripts were posted two weeks ago and we have yet to close on the house Regards, [redacted] ***

July 11, 2016 size="3"> Dear Ms. [redacted] : We are in receipt of you complaint to the RevDex.com and happy to respond. On May3, 2016, the servicing of your loan was transferred from LoanCare to Freedom Mortgage. You were notified of this in a letter dated May 8, 2016 providing you with a new loan number and payee name and address. In order to further research you complaint, please provide a canceled check from the bank for the payment due on June 1, 2016 so that we may determine if the payment was sent to LoanCare or Freedom. We will be happy to research further and facilitate any corrections upon receipt of this documentation. Please forward this documentation to my e-mail address or fax number below. Please feel free to contact me if you should have any questions. Thank you, [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [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. Regards, Scott [redacted]

Revdex.com: I am waiting for an additional response from Freedom Mortgage.I have numerous emails from Freedom Mortgage backing my claims of their non-performance.I would like Freedom Mortgage to further research my claims and respond.Because Freedom Mortgage delayed the loan process and ultimately did not assist with our loan, it cost us thousands of dollars.I would like to know why they mishandled our loan process.Thank you, [redacted]

Mr***, upon receipt of your complaint I reviewed your accountThe statements are being returnedThe analysis letter comes from a different vendor and they have a different data fileCan you confirm your mailing address by emailing it to me at [redacted] I do not have access to the file that the vendors use but can forward the proper address to [redacted] and have the correct what needs to be corrected SincerelyRoseanne [redacted] Vice President Customer ServiceFreedom Mortgage Corporation

September 14, Mr [redacted] and Mrs [redacted] Re: Your complaint to the Revdex.com [redacted] ** [redacted] Dear 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 processing of your loan First, please allow me to apologize for the length of time it has taken to process you applicationWe have had a few issues occur during the processOne of these issues involved obtaining tax transcripts form the IRSThere was a discrepancy regarding the address and the IRS is very particular in these mattersIt is my understanding that issue has been resolvedCurrently, we are attempting to obtain a credit supplement that is needed due to the recent purchase of a new carIn addition, the appraisal is about to expireWe are trying to obtain an extension so that another appraisals will not be neededIf this extension cannot be obtained, we will need to order a new appraisal which I understand takes a significant amount of time due to the location of the propertyHopefully, we will be able to obtain the extension and reduce the remaining processing time In your complaint, you mentioned that we have not paid accounts that were supposed to be settled resulting in late fees and hits against your creditI cannot address this without more specificsI did review the payment history on your current loan and I did not observe any payment made that would adversely affect your creditPayments must be more than days late in order for them to be reported late to the credit bureauI did request that any late charges assessed for the July-September timeframe be waived/credited 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] ***

Ms [redacted] , I reviewed the application that you had in process with the departmetn handling the fileIt seems that taxes were coming due at the time of closing and the funds in escrow were short the amount of funds needed to pay the taxesRather than rolling that cost into the new loan balance it was showing as the amount of cash needed at the time of closing.l It is not uncommon for borrower's to have to bring funds to closing when they refinanceOnly certain items can be rolled into the loan amount on a streamline refi and if it can not be included or if the borrower does not wish for the balance to increase then cash will be required at the time of closingAt this time you have withdrawn the application but should you wish to proceed please contact me directly at [redacted] Sincerely,Roseanne GVice President Customer ServiceFreedom Mortgage Corporation

[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 am sorry that this has been a long process for you and your buyer. We have to have all the documentation required by the underwriter and sometimes as they review one thing they find that they need additional information. I have been advised that the file is with the underwriter... for final review and that there should be a decision shortly. Sincerely [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 $5,000 because of things that happened that was out of my control. Also I cannot get in touch with the loss mitigation department right now because I am deployed and cannot make calls out of country. I have tried emailing them multiple times and I haven't gotten a response. I 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 call. Also 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 them. I do not know what to do when the customer support will not work with me at all. It is putting me in more debt and causing me to come closer to foreclosing. I don't understand why Freedom Mortgage treats customers like this, and especially military. Regards, [redacted]

December 15, 2016 [redacted] Re: Your Complaint to the RevDex.com Dear [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 your mortgage application. First, please allow me to apologize for the issues you experienced during the application process. Your loan has a second lien which required a subordination agreement. Subordination agreements can take some time to obtain and require the corporation of the second lien holder. This was the initial cause of the delay in your application. In order to pay-off your existing mortgage, we needed a pay-off form your current lender. These documents are time sensitive and need to be updated especially after a payment is made so the pay-off figures are accurate. We canceled your closing due to the need for an updated pay-off. Most lenders will supply document this within a day. We were unable to obtain a pay-off from your current lender in a reasonable amount of time and as you are aware, we enlisted your help in obtaining the document. I have been advised that you requested to withdraw you application. If you have any further questions or concerns, please do not hesitate to contact me. Sincerely, Joseph P. P [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted] ***

Complaint: [redacted] I am rejecting this response because:They now own the mortgage since 10/I have requested a letter that states they are "aware and proceeding with corrective action" that could be submitted to my refi mortgage company to proceed with closing the refi, while Freedom Mortgage corrects the issue.Since they stated the legal department must make the correction and no foreseeable time frame can be expected?????I have been told on numerous call in's that I can receive this letter on 11/29/16, 12/2/16.When I called in 12/2/2016, I am notified a claim has been filed and that I can contact the Title Ins Company on my own......................????This has proceeding in excess of three weeks, I have been notified by the refi [redacted] ***, there are now a second rate lock extension fee in excess of $200, for new documents and I will need to make payment to the previous mortgage company for Dec mortgage as well??????Truly unacceptable , customer service from Freedom Mortgage that was notified Nov 10, concerning the letter request????????????? Regards, [redacted]