Date Received: 2022-04-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX, XXXX-6 month forbearance was ending. No documented correspondence that I requested 6 month extension of Forbearance. 1st loan modification application sent in XX/XX/2022 Loan modification denied on XX/XX/2022 because of incomplete paperwork. Requested documents required by XX/XX/XXXX. Foreclosure began on XX/XX/2022. Foreclosure filed in court on XX/XX/2022. Lawyer asked for an accelerated default judgement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2022-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original home loan with XXXX XXXX XXXX was refinanced with Freedom Mortgage in XXXX ( the two companies merged in XXXX of XXXX ) within 90 days after closing I received an Escrow surplus check explaining that the escrow was over paid. I am a XXXX XXXX XXXX veteran and in Texas I applied for homestead so my natural assumption was this had to be the reason for the $ XXXX check. Then I get penalties and and interest on a shortfall on my taxes and the company will not tell me the exact amount of my taxes or apply my 80 % reduction. I have continued to pay my mortgage and did a forbearance because they have been delaying a response on the amount of taxes owed with in accurate bills of over 5 times the mortgage in taxes. I have continued to pay the principle and more till the amount can be sorted yet they do not apply the payments and have marked my credit with late payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2022-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern, I have been going back and forth with Freedom Mortgage for several months about my account. In XXXX of XXXX I did a remodification of my loan. My first payment as I understood was to be XX/XX/XXXX. In the amount of XXXX. I made that payment a few months later you contacted me and told me I was behind. I was told by your reps I made the payment to early and they had accidentally put it into an unapplied funds account. The monies as you will see were put in there, then taken out and put back in again. Each time different amounts for whatever reasons. Each time I talk to you I am told, we're sorry this will be expedited and fixed. It has been put on my credit report several times then removed. I have gotten at least XXXX calls a week from you for almost an entire year, yet it is still not fixed. On XX/XX/XXXX I spoke with rep # XXXX. She told me as of XXXX XXXX my payment went up to XXXX. This was the first time I had heard this, yet I had just spoke to a rep there the previous week. She told me I needed to pay XXXX to make up for XXXX XXXX and XXXX of this year. I have already paid out for these 3 months a total of XXXX. Somehow your saying for the 3 months my mortgage increased it cost me XXXX? Now that makes no sense at all. When I asked why my payment went up almost XXXX. She said it was due to my insurance rate increasing. Well it did go up an additional XXXX plus dollars. But that equals only an XXXX amount increase each month. I would like and am demanding copies of the internal banking/ funds I have paid and when and where they have been applied. I have been told on XXXX separate occasions that a XXXX would reach out to me. Not once has XXXX and it is going on a year now. It seems to me someone didn't update my file correctly, accidents do happen and we only see what was entered into the system. If it's entered wrong, hence we see it that way. The remode cost me XXXX added to my loan. Now it's right back to the same payment it was before the remode was even done! Seems I was charged the XXXX but the remode never really was completed properly, now my credit is ruined and I owe you more money than I should. According to the RESPA act I have the right to all of these records. There was a severe error made on my account and I would appreciate it actually really be expedited as I've been told. I look forward to hearing from someone who can look into this from the very beginning, not look at a computer screen that had the wrong information put into it. I will be forwarding a copy of this letter to HUD also.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage refinanced my loan in XX/XX/XXXX which I had with them. Unknown to me, post closing Freedom Mortgage did not create a new escrow account for the new loan. Freedom Mortgage instead overpaid ( multiple times ) payments to my insurance and taxing entities, then attributed the over payment as a loss to me via the finally created new escrow account to the tune of ~ {$11000.00} dollars. I was not notified of any of this during the time it was occurring in XX/XX/XXXX. In XX/XX/XXXX during escrow calculation period, I received an escrow shortfall bill for XXXX. I have not missed a payment, my insurance and property taxes actually were reduced during that period of XX/XX/XXXX to XX/XX/XXXX, so it was unclear how an ~ {$11000.00} escrow shortfall occurred and Freedom Mortgage offered no solutions. Freedom mortgage 's solution was to make me repay the ~ {$11000.00} shortfall to them by spreading the amount over 3yrs, an additional {$130.00} added to my mortgage payment. Since XX/XX/XXXX ( 4 months ) I have spoken to 13-16 different Freedom Mortgage employees in : Customer Service XXXX Tax, Insurance, Issue Escalation - only to get passed around from dept to dept. It seems no one wants to take ownership of the issue through to resolution. This entire ordeal of the cover-up of the non-escrow account creation, miscalculation and overpayment by Freedom Mortgage 's poor record/account keeping and QC'ing has put me under extreme psychological burden and caused my family unnecessary financial hardships of which seems like there is no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77388
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to freedom mortgage company to XXXX XXXX. I wasnt notified and freedom mortgage didnt pay my home owners insurance. My payment was raised without cause. I explained I am on a fixed income and couldnt afford their mistake. I requested an escrow analysis and it showed that freedom mortgage owed me money. I was told I didnt have to pay for 90 days after the transfer from XXXX to freedom. At the conclusion of a two month long analysis process I was given the total amount due to them and told that they would release the overpayments I gave them as soon as I payed the amount due. I payed them instantly and was told my check would be released the following business day. The check never arrived and I began receiving harassing collection notice phone calls, letters, and people showing up at my door. I called and was told I still owed money, that they had made another mistake and didnt give me the correct bill due. They held my overpayment of more than {$500.00} until I paid them {$90.00}. I explained that Im on a fixed income and I cant afford to keep covering their errors. They threatened to turn me over to collections and report me to the burrows if I didnt pay them again without having received my overpayment to cover the difference. They suggested I borrow money from people rather than them send the money they owed. I took a loan and paid the difference. I was told the check would come but after two weeks it still hadnt. My next payment was now due and I still havent been reimbursed. When I called to ask when my payment would arrive I was told the check was never ordered and that my next payment was now due. This is putting my credit rating, financial security, ability to pay my bills, and eat at risk as they continue to make errors and avoid responsibility while threatening me with the consequences of their actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44120
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We would like a loan modification we can afford. The servicer is giving an interest rate of 4.625 % which increased from the original 4.5 % interest rate. We would like to exceed the 25 percent Principal and Interest reduction because we can not afford the payment. Handbook 4000.1 III.A.2.o.iii ( C ) ( 1 ) and ( 2 ) at : https : //www.hud.gov/program_offices/administration/hudclips/handbooks/hsgh
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XXXX XXXX 2021, XXXX XXXX sold my mortgage to Freedom Mortgage. I have not seen it recorded in the registry of deeds in XXXX XXXX PA. The deed recorder said she did not receive an assignment of mortgage. When I contacted both lenders and asked " when will they record the mortgage '' they replied with vague information and did not answer my question. I read that it should take XXXX days. And it still is not recorded. It seems suspicious that they don't want to give me an answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good day, I will apologize in advance for the length of this but I have several ongoing issues that have been going on for about 8 months and it seems like regardless of how much information I provide or how many people I speak with, these issues are still unresolved and are now causing real problems and stress in my life. I have had an FHA loan through Freedom Mortgage since XXXX. Last year they set up a forbearance plan. I have filled all the forms and had them notarized for the forbearance plan and XXXX XXXX it to them as instructed and even though they have the tracking number and can see it was received, and have the name of who received it, they can not find the documents and still have not completed the forbearance plan and are now asking to submit again except now they then say my property does not qualify. So I am stuck in some kind of loop. They have also put the entire mortgage of {$260000.00} on my credit even though I am still making payments and they say I will not owe a payment until XXXX of XXXX. This dropped my credit by XXXX points in 1 day. They simply say they are working on fixing it however this greatly impacts my life. They are also putting my money into some kind of pocket account. This account is not used towards my principle and they will not refund the money. What is this? I was also informed that they owe me over {$4000.00} and I should get that back however I can not because they will not process the forbearance plan. They also lost my insurance information. I faxed a copy of my insurance several times but they insist I need lender placed insurance. This has spiked my mortgage payment just under 150 % of what it should be. This has made my mortgage payment almost unpayable. I have been speaking to them 2-3 times per week to resolve these issue over the past 7-8 months. I have asked on several occasions if I can email them the documents they request ( I can hear the sounds of outlook, I know they have email ) but they just refuse. I have done everything they have asked and filled out and completed all forms and payed my insurance in full for the year. These issues are entirely caused by Freedom Mortgage and even though I spend 1-2 hours a week on the phone, there is no resolution. I get bounced around from person to person and none of them seem to have notes on what is going on so I have to spend a tremendous amount of time explaining everything over and over. I have asked for supervisors to call me back and so far I have not heard from any of them. They just keep me in this loop of we'll fix it. They have also told me I am in foreclosure when I not. They have told me I can not buy my own insurance and they have provide my insurance. Even though I have paid my insurance for the year in advance. I don't see an end in sight. I really need someone to step in and hold these people accountable for their mis-steps. I have been lied to many times and it doesn't seem like anyone is doing any work to correct the numerous issues on my account. They tell me they record all calls so all of our conversations should be on record and available. I would love for someone to request them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
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: Freedom Mortgage incorrectly force placed flood insurance on my home and in the process depleted my escrow account. This prompted an increase in my monthly payment. I disputed the error to Freedom and they have since removed the insurance and refunded my escrow account the amount they took for the force placed insurance. After Freedom determined they would refund us and correct the escrow account, we were told by the phone payment system and by a Freedom representative that the minimum payment was {$3500.00} for XXXX 2022, which is what the payment was before they increased it with the escrow error. Because their automated system and an employee told us that we could make that payment because they were in the process of correcting the escrow account, we made that payment in XX/XX/2022 long before it was 30 days late. Until now we have never had a 30 day late payment on any bill including our mortgages and our credit was impeccable. With no correspondences, notices or phone calls, Freedom took our {$3500.00} payment, put it in an account and didn't tell us they didn't apply it to our payment. Freedom didnt tell us that we were about to get hit with a 30 day late because they had decided to not honor our payment because their record showed that the payment was {$140.00} more based on the force placed insurance. When the XXXX statement came, my wife noticed the money sitting in some weird account and not applied to our mortgage and we immediately called to find out what was going on. A freedom rep informed me that the automated line and the freedom employee may have been mistaken about the {$3500.00} payment and informed us to pay the extra {$140.00} immediately and Freedom would refund it once the correction is reflected in the escrow account. She told us that Freedom had not reported it to the credit bureaus and we were safe because we paid the extra {$140.00} with her on the phone. Just as she stated, Freedom did refund the {$140.00} within a few days but they did report a 0 day late on our credit reports and dropped our scores from the high XXXX 's to XXXX. Remember, this all started from an error that they have since admitted and corrected. We tried to give them a chance to correct the error on our credit report but they refused. Our payment history and long standing accounts speak for themselves. Had Freedom 's system and employee given us the right information we would have certainly paid the extra {$140.00} and waited for a refund just like we did when they finally told us to do so. Consumers should be able to rely on information that they get from creditors as accurate, reliable and truthful. All of my numbers are rounded for simplicity but very close to actual. We believe that Freedom had a duty to notify us when they decided not to apply our payment especially since they instructed us. At least, Freedom should prove that it is a fair business practice to have a minimum payment on their phone system ( which we use to make our payment ) and then refuse to apply that minimum payment once made. How is this a fair practice to customers that have a track record of paying their bills? .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32779
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Freedom Mortgage Company wants to charge mye a fee to cancel my Mortgage Insurance after I have met the State and Federal requirements to cancel the Insurance. They are forcing me to pay their insurance cost illegally, while making the process of cancelling impossible and costly. This is not proper business practice. There is no phone line, they will not accept payment from my account or from a debit card over the phone. They will only accept one payment method, which is check via mail, and they are refusing to send the paperwork to cancel this insruance. I am at a loss with calling their customer service who has put me on hold for hours.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32168
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A