Date Received: 2024-03-13
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX I received a declaration for my new Homeowners Insurance Policy through XXXX XXXX. Using information found online, XXXX XXXX sent the declaration to Freedom Mortgage. Freedom Mortgage said this was the wrong location for the Mortgagee Clause. The address that XXXX XXXX sent the Mortgagee Clause/Declaration too was indeed a Freedom Mortgage office. However Freedom Mortgage did not get the document routed to the correct resources. Address Details below : MORTGAGEE FREEDOM MORTGAGE CORPORATION XXXX XXXX XXXX XXXX XXXX, TX XXXX Freedom Mortgage made several attempts to get in contact w me as I did not have insurance on my house. We made contact on XX/XX/XXXX. At that time I sent the declaration directly to Freedom Mortgage. Freedom Mortgage mailed payment to XXXX XXXX on XX/XX/XXXX. Payment was not received on time as it needed to be received by XX/XX/XXXX to maintain coverage. XXXX XXXX received the payment on XX/XX/XXXX. At this time they cashed the check and refunded the money back to Freedom Mortgage, at the address listed above. Freedom Mortgage cashed the check in XX/XX/XXXX. They are currently working to pull reports that will confirm if the money was put back into my escrow account. Despite Freedom Mortgage getting a refund on their payment for Homeowner Insurance, and despite knowing that my house was uninsured, Freedom Mortgage had my house and account listed as insured. They did not realize that my house had been uninsured from XX/XX/XXXX, until XX/XX/XXXX. They made no further efforts to reach out to me regarding the situation. I saw that the appropriate amount was coming out of Escrow every month, and as XXXX XXXX had not reached out with any additional information, neither myself or Freedom Mortgage knew that I was uninsured. I view this as extreme negligence. I need to confirm that the financials get sorted appropriately. And I have concerns about this lender being in possession of my house and escrow account. In my recent phone calls with them I have received conflicting information and neither Freedom nor XXXX XXXX is consistent in their ability to provide clarity or resolution to the situation
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2024-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-08
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Freedom mortgage needs to be investigated. My loan was transferred to them and Ive been having problems day 1. I have insurance through my bank they have forced mortgage then they added late fees. I paid everything then a week later notice on my account my escrow account is negative and they doubled my mortgage. I have never missed any payments and late fees for unclear reasons. My account was transferred XX/XX/2023. And my fixed rate increased ( roughly ) {$30.00} a month. When you call rep explains my account is update to date no issues but here I am with next month XXXX statement double mortgage. Absurd.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48093
Submitted Via: Web
Date Sent: 2024-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-07
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: I put my house on market in XXXX of XXXX. The current buyer puts offer towards the house in the beginning of XX/XX/XXXX. I submitted the Authorization form needed to Freedom mortgage on XX/XX/XXXX. I had to escalate calls in order to get freedom mortgage to give buyer permission to call on behalf of loan to set date for assumption loan approval process. After escalated calls from me and my realtor FM finally authorized buyer to talk to FM. They schedule a call XX/XX/XXXX. No one ever said that the 60 to 90 days to close starts when processor is assigned, instead I was told that it started when authorization was approved. Certain representatives shared the lack of employees in department. There was no way to call the loan assumption department. I had to call a different department and they had to transfer me. Each call would take over an hour because they had a hard time getting through to the loan assumption department. During XXXX and XX/XX/XXXX we were fighting to get them to have initial call with buyer. Nothing was submitted for loan process until XX/XX/XXXX. Thats when I got a generic email from the processor XXXX XXXX saying the 60-90 day starts now, meanwhile the FM authorization submitted and contract began with buyer in XXXX. The processors first initial email were for VA documents to be signed, it was sent only to me, XXXX, who is not the veteran. Those papers were not sent to the other owner, who is the veteran. I had to send a couple of emails asking the processor to send it to the veteran. There was no acknowledgment for the mistake and how long it took for the processor to respond to us. Continued lack of communication, slow process from freedom mortgage, escalated calls and emails to move this along closing along. Freedoms Mortgage internal processes have added to my financial and mental health issues due to added financial stress, stress of a selling of a house due to divorce decree obligations, occurring of debt, reactivation in nervous system due to delayed response in communication when starting with authorization of buyers to begin the process, needing to escalate calls and emails for a respond which only activates my nervous system outside of my window of tolerance for external stress, especially in a time where I am actively working on traumatic events impacting my health ( car accident and two recent deaths on my family ) Due to all of this I requested support from Loss Mitigation regarding hardship to pay loan and I was advised a number of times that the loan assumption could not close if delinquent. I was also advised that FMs assumption department and hardship department do not work together to provide support and ensure the closing of this home without any continued or additional financial burdens and stress. There is a huge issue with the communication and false Information about the process of how long loan assumptions take at freedom mortgage, and how it is communicated to client. Ive also had to deal with my realtor, contacting me about updates because they are not give. Information they need. When I talk to the processor, processor is rude and response does not line up with the buyers information. There has been a number of times his communication seems false and contradictory. When asked about it he deflects and ask for the next payment due on the loan. He has been rude and dismissive. Their internal process should not impact clients at this level and if it does, and a client shows proof of how their internal process impacts their mental health and financial burdens, it is their responsibility to help by providing alternatives that meets the needs of their clients to the best of their ability.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-07
Issue: Trouble during payment process
Subissue: Interest rate
Consumer Complaint: The letter received contradicts the law to date the interest rate back to the active duty start date. Freedom only applied the 6 % to the next billing cycle. I have called several times, was told the request was escalated and have still not been notified as to why they refuse to date the 6 % on the XXXX billing cycle. Payments aren't being applied correctly. This is one of several issues with this servicer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97123
Submitted Via: Web
Date Sent: 2024-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have paid on my mortgage for XXXX yrs without issues. I never had an escrow account. I owe $ XXXX on my loan. My home is worth over $ XXXX. Freedom Mortgage bank paid my property taxes for XXXX in XXXX of XXXX. I was going to pay them late in XXXX. The bank placed me on escrow stating they were protecting my home from XXXX XXXX having XXXX on my home. In the XXXX this is the first time in escrow. They refuse to release me from escrow. I had refinanced with XXXX XXXX XXXX, no longer in business, then XXXX XXXX who bought the loan, then XXXX XXXX and now XXXX XXXX. I was told that there was a stipulation in my original loan that stated if I defaulted in paying property taxes, I would be placed on escrow. I never signed a contract with the banks that took over my loan. I paid my property taxes for XXXX. XXXX XXXX submitted payment that was not cashed and they stated they are waiting on their refund check from XXXX XXXX. They already verified their payment not cash. Meanwhile Im having to pay {$2300.00} so I wont default on my loan. I am retired and on fixed income, over XXXX old. I will now be able to pay property taxes without interest on XXXX equal payents. I am currently paying XXXX times what I normally pay on my mortgage. My mortgage is {$810.00} but now being charged {$2300.00} a month. What this bank is doing is wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78640
Submitted Via: Web
Date Sent: 2024-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-06
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I submitted a Qualified Written Request via US Mail to inquire why Freedom Mortgage is requiring an abnormally high amount of Property Tax to be held in Escrow. I received no response. I also received no response when contacting their 'Customer Service ' telephone number. I have attached Fig. 1 - County Assessment & Tax Bill Fig. 2 - Tax Rate which falls in the Municipality of my property address. Freedom Mortgage needs to disclose where they are getting their numbers from. Freedom is requiring upwards of 3 times more than any current County Tax Bill I've received to be Escrow-held when I received a sizable Escrow refund from Freedom recently in XX/XX/2023. There needs to be an explanation backed by supporting documents, and Municipality Notices of Assessment, to justify such a high amount related to Property Tax Escrow amounts held, as indicated in their most recent Escrow Analysis. Please investigate & resolve. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85396
Submitted Via: Web
Date Sent: 2024-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: XX/XX/XXXX I was approved at XXXX % for refinancing my loan after the Covid relief period had ended. I was on diplomatic mission with the XXXX XXXX XXXX in XXXX XXXX. I was unable, after four attempts, to notarize the loan docs and return them to Freedom Mortgage within the 14 day period due to the fact that it took 14+ for the mail to arrive. During XXXX I requested more than 20 times by phone that the docs not to be mailed as it took 14 days to receive mail in XXXX XXXX XXXX More than 20 times i was assured they would contact me and send by email so i could sign and notarize and return. This never happened. After one year of trying my loan was cancelled and was told the program for Covid no longer existed. During XXXX a new loan could not be approved on time as it was always delay due to documents expired before the loan could be reviewed. Today, XXXX, after not having a loan for 3 years, a loan was approved at XXXX percent with a monthly mortgage payment {$1200.00} above the original loan that Freedom Mortgage purposely refused to receive from a disabled veteran, serving his country in harms way in the XXXX XXXX, in order to increase the loan percentage rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2024-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I paid my mortgage XX/XX/XXXX. I didn't realize it but at the time they increased my payment due to escrow. I made my XXXX payment XX/XX/XXXX. They applied this to principal instead of my mortgage payment. I made my XXXX payment XX/XX/XXXX. I got a letter from my mortgage company ( Freedom Mortgage ) saying I was delinquent. I called to resolve this, and discovered the back payment that was due, which I paid XX/XX/XXXX. The agent assured me that I was no longer delinquent and that my penalty fees had been waived and that the amount paid to principal had been applied to my mortgage payment. I called again about a week later, and discovered that they had not waived the fees nor had they applied my payment. I was informed by this agent that it would be done in two days time. I called again today and the same issue. My credit score has also been docked by XXXX points.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85286
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: On XXXX XXXX I found that Freedom mortgage placed my home up for foreclosure. We had not written notice or any where published this was happening, also no legally certified letter signed by myself or my wife which in Texas must be done, they did not we were not served certified notice. Also all communication must be done through there own PORTAL security email system we also were put on paperless billing statements, we never agreed to switch to this I always expected a snail mail statement. Yes we were in forbearance agreement until XX/XX/XXXX due to covid issues. I had to constantly contact them why i am still being charge Mortgage Insurance of {$130.00} a month when since in XXXX with loan modification which was approved we agreed to have a second lien of {$25.00} put into effect in the term of the loan. My wife many times communicated on phone that she explain my health issues, They still of the date only has said noted... The PORTAL is a joke, ; yes you can access your account but the chat line is automated AI you try to contact them by phone you are on hold over 30 minutes or longer then when i get through you never put through same agent and keep repeating my information bounced around then get disconnected or hung up on! Very unprofessional customer service. As of today XX/XX/XXXX I was disconnected after I am asking for more time before the auction on XX/XX/XXXX at XXXX : XXXX My wife inquired about reverse mortgage in XXXX she turned XXXX, they said noted again never got back to her or email or letter she can see on the PORTAL The attorney XXXX XXXX XXXX XXXX Freedom mortgage attorney more helpful then Freedom Mortgage it self I did get long covid and explain my health and XXXX and XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77471
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX I called Freedom Mortgage regarding forced homeowners insurance placed by them on our mortgaged condo. In both instances, after hours of telephone contact, I was notified that our building insurance documents had been received by Freedom Mortgage and that the forced insurance payment made on our behalf would be fully refunded to our escrow account.Our last statement dated XXXX showed an increase of {$490.00} to our monthly note payment due to the payment of forced homeowners insurance. I waited to see if a corrected statement showing the original, correct, note payment due would be sent to us. None was received and since the note is due on XX/XX/XXXX I called today to verify that payment at the original fixed note amount would be accepted as timely full payment of the note. Customer service stated that the note was increased due to a lapse in our insurance coverage and purchased insurance. After about an hour of discussion a supervisor told us that the company notes showed that our provided insurance was in place for the full period and that the forced insurance premium will be refunded in full, but they are waiting on an escrow run requested in early XXXX that has not been completed due to a backlog in escrow processing. He said the correct original note payment will not be accepted until the escrow run is complete possibly in late XXXX. He said that if we make payment by XX/XX/XXXX the late payment will not be reported as delinquent and we will not have a late fee. If they have not been able to make the correction by then we will have to pay the increased mortgage amount to be considered current in our payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A