Date Received: 2022-05-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Starting in the middle of XXXX, Freedom Mortgage, our mortgage lender, began offering a program allowing a temporary hold on payments due to COVID hardship. Hoping to mitigate some financial burdens, my wife and I applied for the program. After 6 months, we decided that we were comfortable enough to resume our regular payments and began speaking with Freedom Mortgage to initiate the process. In XX/XX/XXXX, we were sent loan modification paperwork which was promptly filled out and returned. Shortly after, we were told that the documents Freedom Mortgage sent were incorrect and would once again need to be resent, filled out, notarized, and then returned. We did not receive the second package in the mail, requiring me to call and inquire about its status. Given that the due date to return these documents was fast approaching, the individual I spoke with sent the paperwork via e-mail, allowing me to quickly print, fill out, and send it back - all before the provided due date of XX/XX/XXXX. From this point, Freedom Mortgage began sending notice that they had not received the documentation on time and threatened to take us off of the Loss Mitigation Program and that we would need to pay the full amount due of more than {$22000.00}. After calling them again, I was consistently reassured that they had, in fact, received the documents on time and things would continue as normal. Additionally, I was informed Freedom Mortgage made yet another mistake on the documents and would need to resend them. In XXXX, I began receiving foreclosure notices as well as a hit to my credit under a claim that I had not made my payment for the month of XXXX. Still, after calling several more times from XXXX, I was only given empty promises that everything would be taken care of and I should not worry, all while I was continuing to receive foreclosure notices and having a missed payment affect my credit. On XX/XX/XXXX, I also received a letter from Freedom Mortgage stating that they investigated the missed payment and found nothing incorrect about their claim and, on top of that, I was 180 days overdue. It is now XX/XX/XXXX and I have not been sent the " final '' documents, I am afraid that my house will be foreclosed, and I have a massive hit to my credit. This entire experience has been unnecessarily stressful even though I have done everything Freedom Mortgage has asked of me and regardless of how this ends, I will never apply for a loan through them again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have sent in copies of checks made out to freedom mortgage each month for my payment. They are trying to say that I am behind on my mortgage from XXXX of 2021. I have proof and sent it all to them with the copies of the checks cashed by their company. I have called numerous time and sent the checks in to get the account fixed. They have not fixed the account and keep giving me the run around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29349
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: My Freedom Mortgage Loan for XXXX XXXX is not being reported to XXXX. This credit bureau does not show any real estate accounts on my credit profile
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hi : Due to the pandemic I joined the help program for covid 19 forbearance, when I wanted to start paying again they sent me a proposal that far from helping me made my payments higher, I asked them to review and help me and then they sent me another proposal that was not good either but I already wanted to get out of this problem and I accepted. After several weeks they sent me the papers to sign, a notary public sent by Freedom Mortgage came and to my house and she was the person who told me how to send the papers, but after several weeks they told me that it was not right and that they were going to send me another set of papers, when they sent it they called me and told me it was wrong because the date had already changed and I had to wait for the new papers, when they sent the new set of papers the interest on the loan was changed to a higher one, everything This is for mistakes they made and now they want me to pay much higher interest than I had for all Freedom Mortgage 's mistakes, and when I call the answer is the same that I have to wait and that they can't do anything because I'm not accepted what they proposed to me, they do not even review or read what happened and much less are interested in solving it. I have spoken with supervisors and they have treated me very badly, apparently the fact of being XXXX is a disadvantage for because they have insinuated that I don't understand what they are talking about.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33032
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage keeps charging me late fees even though they are receiving my payment within the contractual grace period. I am not the only one. I was in line at the post office and asked why my payment took from the XXXX of XX/XX/2022 to arrive until after the XXXX of the month, when payments to states further away are received by mail in 3 day with another company. The post office advised me that this is not true. Freedom Mortgage has done this to me several times, AFTER I advided tham that I do not want to be on their calls and advertising lists for them and their affiliates. I think these charges are fraudulent, should be investigated and collected for a class action lawsuit!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83814
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2022 my husband and I submitted Complaint XXXX to our mortgage loan company, FREEDOM MORTGAGE. On XX/XX/2022, we received a Closed with explanationresponse from XXXX XXXX XXXX, Manager Customer Service at Freedom Mortgage XXXX ( XXXX XXXX XXXX XXXX, XXXX, Mt XXXX XXXX, NJ XXXX ), but still there are some issues that have to be corrected in our Freedom Mortgage Customer Portal : -at the 2022 Payment History, XXXX ( Ref # XXXX, {$1700.00} ) and XXXX ( Ref # XXXX, {$1700.00} ), are not listed (? ). -the payment for the month of XXXX was {$1800.00} ( Ref # XXXX ). XXXX XXXX response stated : Your new monthly payment effective XXXX, XXXX will be {$1600.00}. Unfortunately, the information at our customer portal has not been updated/corrected and we had to pay {$1700.00} for the month of XXXX ( Ref # XXXX ), and {$1700.00} for the month of XXXX ( XXXX # XXXX ). -the surplus check of {$450.00} was paid back to Freedom Mortgage to cover any escrow inconsistencies ( Ref. # XXXX ). -regarding XX/XX/2022 payment, it still shows the amount of {$1700.00}. Only when these issues are properly addressed/corrected, we will consider it as Closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23111
Submitted Via: Web
Date Sent: 2022-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage is a VA, 30 year fixed loan, with a 2.25 % and I have never missed a paymentor otherwise been late. In 2021 a neighbor mentioned Forbearance, and I called and asked a few clarifying questions. After getting the answers, I decided that it was not for me ; I continued to make my normal payments. However, Freedom Mortgage suddenly started to charge me extra each month : {$160.00} and {$170.00}. I contacted Freedom Mortgage, and eventually, I was told that I only owed the normal amount ... {$880.00} ; although I do have a partial tax exemption, because Im a 100 % service connected XXXX XXXX, so my payment prior to the exemption is {$960.00}. I have since discovered that in 2021 Freedom Mortgage opened a Forbearance plan on my home, and while I dont know for certain, I suspect these charges are tied to that document/plan. I have made every payment before I asked about the Forbearance, and after ; which adds credibility to my claim. Said differently, had I intentionally filed a forbearance my payments would have stopped or drastically reduced. This has left me thinkingWTF???
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing this complaint because I have tried numerous times to work with my mortgage company XXXX Freedom Mortgage, formerly XXXX XXXX ) to resolve the issues of my payments & coming off of COVID 19 forbearance. Its pretty frustrating considering my efforts to resolve this matter. I have emailed two Qualifying Written Request ( QWR ) both in the month of XX/XX/XXXX. I have asked for the head of loss migration to give me a call, but received no return call. I have made calls to check on revised paperwork for the COVID forbearance, and when they will send me a copy. I keep getting conflicting information from the reps when I call or when they call and, I do not avoid their calls answer every time that I am available. My monthly payment was {$1300.00}. I went on the COVID forbearance in XXXX of XXXX. I received a notice from XXXX in XXXX of XXXX advising that the amount was being increased to {$1900.00}, due to taxes and insurance. I took immediate action by changing insurance companies and disputing the tax rate with the city of XXXX TX XXXX XXXX XXXX XXXX Once I received the refund check from XXXX XXXX insurance company in XX/XX/XXXX, in the amount of {$2000.00}, I sent the monies to XXXX mortgage to be applied to the escrow by the end of the month. After the city of XXXX, XXXX XXXX XXXX XXXX reviewed my tax rate over the property, they lowered the rate in XX/XX/XXXX. I received the tax refund checks as well and sent them off. I notified XXXX, who was then being purchased by Freedom Mortgage. Freedom began sending me notices based off of the {$1900.00} increase, not accounting for the insurance & tax adjustments, but they confirmed receiving. I told them everything that I have done and that this should be fixed. I was informed that changes cant be made because I am in forbearance. If they could increase my payment amount based off of insurance & incorrect tax rates during the forbearance, surely they can decrease and fix it back to the rate it should be. I was also told by Freedoms customer service that everything would level out of the payments that I sent in and the monthly rate will change. During this time, I was told by several employees on recorded calls that I do not have to make a payment and that it will all balance out once the forbearance plan ends. I did send in a payment at the end of XX/XX/XXXX. So my monthly payment should have gone down from the {$1900.00} & not stay the same. Every time Freedom called me, I answered asked questions and wanted to make sure that everything was correct and appropriate. When it was time for me to end the forbearance, I got another statement in XX/XX/XXXX showing that may mortgage payment went down to {$1600.00}, which I believe that it reflected the changes but, I was not sure if that is the correct changes for the year of XX/XX/XXXX to XX/XX/XXXX since this is when my mortgage started & I began speaking with Freedom to verify this amount. I called in the month of XX/XX/XXXX & made a half payment of the {$1600.00} because the forbearance was about to end. I planned to make a payment to cover the rest on my next check before XX/XX/XXXX. I wanted to make sure that their system would not reject the partial payment. When I spoke to someone, they informed me to hold the next payment & make that when the forbearance actually ends and my first payment is due. I also asked them to confirm my new mortgage payment since after the adjustment, future paperwork for the partial claim came back stating that my mortgage payment was the {$1900.00}. I informed them that this is not correct because I have a statement with the adjusted amount {$1600.00}. I than explained to them everything Ive stated above. The paper work that they sent me stated that I have 14 days to sign the paper. I told them that I do not agree with the monthly payment & how the letter reads it saying that I will be paying {$1900.00} for the remainder of my loan. Then I was informed that theyre sending my partial claim to underwriting to review and change. From there I was told not to send payments or do anything because it would mess the number ups. I never received the revised paperwork but I got another statement from Freedom Mortgage showing that I owe {$1500.00}. I called Freedom again asking for an explanation but, all I got was that it is still with underwriting. Every time I call I get conflicting information : One person told me that I need to make the {$1900.00} payment, and that its never going to change and this is what I have to pay. Another person says dont pay. Next person said my credit would be protected but then on another call someone else says it is not going to be protected. At this point I am ready to send my payment to escrow or an attorney until they can fix this, because of : Freedom Mortgages conflicting information. Non-compliance of a return phone call from the head person of loss litigation. Not sending the information for the qualifying written request. How it was explained is that what I owe would go on the back of the loan, but it seems as though Im being made to pay for it now by paying the {$1900.00} amount. If I were to sell or refinance, I would have to deal with HUD in repaying the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75040
Submitted Via: Web
Date Sent: 2022-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instruction. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Filed for Covid relief. Was put in the program and got the runaround till it expired. Now my house is in foreclosure!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2022-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A