Date Received: 2022-05-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX- XX/XX/XXXX I was in COVID forbearance with my mortgage. After that ended Freedom Mortgage created a loan modification that made my monthly payments go UP. I told them repeatedly that this would be extremely difficult to pay given my financial circumstances as a XXXX mother of XXXX. They did not care and said I had to do the loan or sell my house. During this process they sent me at least 10 different versions of the paperwork because there were errors on them. XXXX. XXXX dated XX/XX/XXXX stating I needed to apply for a loan modification by XX/XX/XXXX and that a foreclosure sale is scheduled for XX/XX/XXXX! I have very LOW confidence my modification was done properly given all of these errors and oversights. I also discovered there was a XXXX XXXX to help homeowners in this situation and applied but since I already started the loan modification process with FM I was denied. I called FM several times trying to work something out and found out I could have done a 40 year mortgage but that was never offered to me either. I am now a month behind and racking up late charges because my loan is no longer affordable as I suspected in XXXX. They also incorrectly reported my forbearance to the credit bureaus which had a negative impact on my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93060
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I was awarded the property in a divorce in XXXX. I provided Freedom Mortgage a copy of the divorce decree. They allowed my ex-spouse to change the mailing address, email address and phone number on the account to his information. They increased my escrow and monthly payment without notifying me, as they notified my ex-spouse. I continued to pay the amount I was aware of. They are now reporting two 30-day credit marks on my credit report due to the error. This is unfair as I was not made aware of the change in status of the payment ; therefore, I was not able to make the full payment amount. This would fall under UDAAP as they reported to my credit without proper notification of the increase in the payment amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77657
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have a mortgage with Freedom Mortgage. Currently, Im in mortgage forbearance until XXXX of XXXX Without my knowledge or consent, they have made changes to my original loan. They have increased my original loan amount from {$340000.00} to {$350000.00}. This action has negatively impacted my credit score. I was told, I would have three options to repay the outstanding balance. One option was full repayment at the end of 12 months. Second option was to make additional payments for 12 months. And the third option was to repay the outstanding balance when I refinanced and or sold the home. I choose the third option. Every month, they are sending late notices, even though Im in mortgage forbearance. I would like my credit score corrected and to reflect my original loan amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2022-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2022, we received notice that our insurance had gone up and our escrow would face a shortage. We were advised by Freedom Mortgage that in order to prevent a shortage, our monthly mortgage would be increased from {$2700.00} to {$3100.00}. Or, we could make a one-time escrow payment of {$3000.00}. We called and informed our mortgage company, Freedom Mortgage, that we would be making the one-time of XXXX, sometime in XXXX, 2022. In XX/XX/2022, we sent to Freedom Mortgage a check for our regular payment of {$2700.00}. We were never informed that there was also an increase in the monthly mortgage payment regardless of the fact that we made the one-time payment to the escrow for the shortage. According to our bank, XXXX XXXX XXXX, the payment of {$2700.00} was cashed on XX/XX/2022. Shortly thereafter, we sent an additional check to XXXX XXXX in the amount of {$3000.00} for the escrow shortage. The {$3000.00} check was cashed according to our bank, on XX/XX/2022. The check for {$3000.00} was an incorrect amount. The check should have been for {$3000.00}. On XX/XX/2022, we realized our mistake and we called Freedom Mortgage to advise a check for {$49.00} was already in the mail. From that call we were transferred to XXXX XXXX to further assist us. XXXX XXXX stated that she was an Escalation XXXX and that she would be helping us to resolve any issues. She informed me that our payments were incorrect in that our new payment regardless of the fact that we paid the escrow shortage, would be {$2800.00}. We were never informed via letter or any other form other of communication about the increase in the monthly mortgage payment until we spoke with XXXX XXXX on the Phone on XX/XX/2022. At the time of the conversation with XXXX XXXX, XXXX XXXX advised that we need to make a payment of {$430.00} for various reasons and to apply to certain things including the {$49.00} that we were short of on the escrow check. We made an over the phone payment to XXXX XXXX on XX/XX/2022 and advised her that when the check that we sent out for {$49.00} is received, she could just apply it to our account. We advised XXXX XXXX that we also had a late charge on our statement that should not be there. Our mortgage was received and paid on time in XX/XX/2022. We also stated that perhaps someone confused the mortgage payment with the escrow payment which was received and cashed after the mortgage grace period of XX/XX/2022. XXXX XXXX stated that she would have the late charge removed ; and she did. We also advised XXXX XXXX that our mortgage statement for XX/XX/2022 and it states they we owe approximately {$6000.00}. XXXX XXXX advised that we should ignore the XXXX statement because everything has been straightened out. Shortly after XX/XX/2022, my husband and I checked our credit reports and we discovered that Freedom Mortgage has reported us as being late 30 days in XX/XX/2022. We notified Freedom Mortgage of the 30 days late that they reported to the credit bureaus and of the fact that our XXXX Mortgage statement also says that we owe {$6400.00}. We the notification thru XXXX XXXX via email and she stated in her return email that Freedom Mortgage has us reported as paying on time and again we should ignore the XXXX mortgage statement because perhaps the paperwork has not caught up with the account. We have received the XXXX late payment information for XX/XX/2022 that Freedom Mortgage notified XXXX and XXXX as early as yesterday, XX/XX/2022. XXXX XXXX 's statement is incorrect. Freedom Mortgage has sent an answer to our first complaint that we filed with you stating when this or that payment was made, but they have not addressed nor corrected the issue of reporting us as being 30 days late in XX/XX/2022, to the credit bureaus, when they indeed cashed our XX/XX/2022, monthly mortgage payment check. My husband and I are both seniors whose health is not the best. These unnecessary issues cause us undue stress. We have always made our mortgage payments as we should not be reported as late when that is not so. Freedom Mortgage has cashed every one of our checks every month with no exceptions or skipping of any month. I have the bank records to prove this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34990
Submitted Via: Web
Date Sent: 2022-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a called from my insurance agent stating my mortgage company, Freedom Mortgage put a stop payment to a check sent to my insurance ( FHA LOAN ) for the premium due to an address discrepancy. My agent also advised that this is a time sensitive matter and if they dont receive payment with a weeks time frame my home insurance policy would be canceled. So to give you the back story, This summer marks our 4 year anniversary at this home with this mortgage company and we have NEVER changed an address nor have we ever given them the address they are mentioning. I once had this same issue in the pass ( like a year or so ago ) with them and it was supposed to be updated. We have always had an FHA loan since purchasing and they have always made all payments as well as premiums to my insurance. So yesterday ( XX/XX/XXXX ) I contacted the insurance department and spoke to representative XXXX about my current issue. After being on and off hold for a total XXXX minutes, XXXX did confirm that XXXX XXXX XXXX XXXX is my mailing address. As for the property location the address is XXXX XXXX XXXX XXXX its completely wrong and he couldnt tell me why or when this happened. He stated he would email the claims department for further investigation. Asked to please allow XXXX for a response. We agreed and that was the end of the conversation. Today I received a call from him stating that XXXX received a response back from the claims dept and they are stating that after further evaluation the address ( XXXX XXXX XXXX XXXX ) is correct and if I don't agree I need that I need to dispute and submit a XXXX form? Not even sure what that form is. I need help and I need them to fix the issues they created.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33971
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan services changed to Freedom Mortgage on XXXX. I was only notified a few days prior and was not provided a loan number to make my next payment. Ive contacted the company via email and chat and have been offered no help and their chat staff was not knowledgeable. I want to make my payment but can not and am incurring interest on the principal I want to lay down. Freedom Mortgage is basically ensuring extra interest income by withholding loan information required to make payments and I feel that is criminal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61761
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was out of work and got Covid deferment XXXX and I was unable to pay in full so I have been trying for a loan modification since then bc I started a new job XX/XX/XXXX. I complete the packet with all the docs faxed on XX/XX/XXXX and mailed and call XXXX to confirm receipt on XX/XX/XXXX which I was told it was in the system as yet. I called on XX/XX/XXXX and was advise to give it XXXX weeks because it went in in the system XX/XX/XXXX and that they are waiting for IRS docs XXXX Since then I havent received any communication so I called today XXXX was advised that the packet was incomplete and inactive bc line 3 of the XXXX was missing my name so I need to start over. This is unfair, misleading and deceptive I need help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Mortgage Broker promised a rate and a refi and refuses to close mortgage citing bogus requirements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is in response to a previous complaint # XXXX which was CLOSED but Submitted to the CFPB on XX/XX/XXXX. We did not intend for the complaint to be closed. the response from the previous complaint from the lender was the following : Company 's Response XX/XX/XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Re : Your Complaint to the CFPB Complaint # XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Dear XXXX XXXX and XXXX XXXX and XXXX XXXX : We have reviewed your complaint and researched the issue regarding your request for a credit amendment. Freedom Mortgage performed an escrow analysis on XX/XX/XXXX ( see attached ) which increased your monthly payments from {$4100.00} to {$4500.00} effective with the XXXX, XXXX payment. The analysis was sent to the XXXX XXXX mailing address shortly after issuance. The increase in payments was due to increases in property taxes and insurance. Your complaint states that you did not receive the escrow analysis and you were not aware of the increase. However, our notes indicate that we spoke to you on XX/XX/XXXX and attempted to explain the increase to you. You placed the call on hold in order to conference in one of the other Borrowers, but the call was disconnected after two minutes per our notes. Therefore, you were aware of the increase in XXXX, XXXX when the payment was due. We also attempted to call you on XX/XX/XXXX. We are not able to amend your credit as we are required to report accurately to the credit bureaus. Very truly yours, XXXX XXXX XXXX XXXX Customer Service Freedom Mortgage Corporation XXXX XXXX XXXX XXXX, XXXX XXXX Mt. XXXX, NJ XXXX. OUR RESPONSE BELOW : Formal Response : The response by the lender is misleading on two counts. First, we have completed our research ( examining all mail and phone records ) and can confirm that no notice was received regarding escrow analysis which was stated to have been sent to the XXXX XXXX mailing address with an unspecified date. Second, XXXX XXXX explicitly says Freedom Mortgage tried to call on the XXXX of XXXX and could not reach us. There are no incoming calls from freedom on that date. Just two calls on that date from within XXXX Arizona ( please see attached phone record for the phone number Freedom has been calling and on record at Freedom for the point of contact ). Yes, we did speak on XX/XX/XXXX. Freedom Mortgage called from ( XXXX ) XXXX, and the call was 6 minutes long and was incomplete. Yes, an attempt to conference another member in after 4 minutes and then the call disconnected. We did try calling multiple times back to Freedom Mortgage, but there was an automated response stating a 45 min wait and XXXX XXXX, who tried to call, was driving to work AND the call kept repeatedly dropping. After multiple attempts, and waiting for someone to answer, XXXX XXXX, had to work. In addition, we have no record of any attempt by Freedom Mortgage to call us back then. Specifically, not one incoming call was received that day from Freedom Mortgage. Needless to say, we did not understand why Freedom Mortgage was calling or what was wrong. According to our records, we called Freedom Mortgage and finally got through their line on XX/XX/XXXX at XXXX. We called Freedom and spoke to the attendant ( XXXX, agent number XXXX at Freedom Mortgage ) to get a complete understanding of what was needed and how we address whatever was of concern. It was at that time that we understood what happened. The statement by XXXX XXXX XXXX, XXXX Customer Service, that Therefore, you were aware of the increase in XX/XX/XXXX when the payment was due. Is a false statement. This is, at best, an assumption on his part and he has no evidence to confirm that we understood. Once we clarified the reason for the call, we sent the adjusted amount to Freedom Mortgage, and they did receive the corrected amount on XX/XX/XXXX as confirmed by our bank executive ( XXXX XXXX XXXX ) and also Freedom Mortgage received the {$310.00} for the previous month shortage as requested by the agent, XXXX, agent number XXXX, we spoke to at the time. The agent acknowledged we had never been late with the previous lender. Freedom Mortgage acquired our previous lender XXXX, and she stated that she could not see a reason why Freedom Mortgage would do anything to damage our credit if we took action immediately as we did. XXXX was instructed to email to confirm by this agent. These emails were as follows : On Tuesday, XX/XX/XXXX and XX/XX/XXXX, XXXX XXXX sent an email from XXXX stating the following and to the date of this message, none of her emails has any acknowledgement of receipt by Freedom Mortgage. Her testimony is as such : On Friday, XX/XX/XXXX, I spoke with XXXX # XXXX regarding my credit report showing that Freedom Mortgage had reported my payment late in XXXX. She stated that she wrote the summary of our conversation on the notes and to simply send this email requesting that Freedom Mortgage remove that from my record since the account is up to date and we have never been late on our payments since XXXX when we first acquired the property. The email contained : PLEASE ACKNOWLEDGE RECEIPT OF THIS EMAIL and you confirm that you are agreeing to remove that mark from my credit report as soon as possible. Her testimony also states What is strange is that out of all of this, Freedom Mortgage did receive {$4200.00} on time and yet reported XXXX late because XXXX was missing. We were told that the {$4200.00} was placed in a different account at Freedom Mortgage and NOT applied to our loan payment and that is why more than what we paid was reported on our credit report. In other words, on that day, it was never mentioned that their policy was to cash the check and hold it and mark the account as unpaid and that they were going to report us to the Credit Bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90302
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: For months of XXXX XXXX and XXXX the mortgage company said that I was late on payments but, I have sent proof and complaints dozens of times proving that I had never missed a payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92407
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A