Date Received: 2022-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX. Company has refused to consider us as successors in interest, even tho we are now sole property owners. Former owner passed, by operation of law in XXXX his wife became owner, she quit-claimed to us a year ago. Freedom Mortgage Corp ( FMC ) has not complied with laws and regulations under CFPB and the 2016 RESPA rules. Ex8 ) CFPB 1024.38 re General servicing policies, procedures, and requirements SEE 1024.38 ( b ) ( 1 ) ( vi ) ( A ) upon receiving notice of death of a borroweror any transfer- promptlyfacilitate communication with -any successor in interest re said property Ex9 ) 12C.F.R ( Code of Federal Regulations ) 1024.31 Ex10 ) 81 Fed Reg 72,160 at 72,379-380 Ex9 12 C.F.R. 1024.31 Definitions. For purposes of this subpart : Confirmed successor in interest means a successor in interest once a servicer has confirmed the successor in interest 's identity and ownership interest in a property that secures a mortgage loan subject to this subpart. Ex10 CFPB ( Consumer Financial Protection Bureau ) 2016 modifications to Mortgage Servicing rules under RESPA : Subject to the foregoing, requesting a death certificate, executed will or court order might be reasonable. BUT-it would be unreasonable to request certain probate documents when the applicable law of the relevant jurisdiction does not require a probate proceeding to establish that the potential successor in interest has sole interest in the property 81 Fed Reg 72,160 at 72,379-380
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: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My original mortgage was serviced by XXXX XXXX XXXX XXXX and later transferred after I refinanced in early XXXX. Currently my mortgage is serviced by Freedom Mortgage Corporation. In XX/XX/XXXX I received the escrow account disclosure statement ( attached ) indicating my account had a Shortage Amount in escrow due to an increase in taxes or insurance. To avoid changes in my monthly Mortgage payment I elected to pay the Shortage Amount in full, {$240.00}, with my XX/XX/XXXX payment and contacted Freedom Mortgage to determine the best method for payment of the additional amount. My XXXX payment included my current mortgage amount, {$2100.00}, plus the {$240.00} shortage payment. See Mortgage Statement dated XX/XX/XXXX attached. In spite of the Shortage payment made in full to reach the required minimum balance in Escrow with my XXXX statement, I noticed in my XXXX Statement the Escrow amount shows an increase of {$43.00} ( {$420.00} to {$460.00} ). I dont understand why, nor has ( Freedom Mortgage ) the mortgage servicer been able to explain satisfactorily the increase. The Escrow Account Disclosure Statement indicates the Projected Minimum balance and the Required Minimum balance to determine the Shortage Amount. By paying the Shortage amount I shouldnt have the shortage spread automatically over the next 12 months or an adjustment to my currently mortgage payment amount of {$2100.00} without any data to support the adjustment. Please see attached statement XX/XX/XXXX as a point of reference for my original loan amount before the XX/XX/XXXX increase. The contact person ( Escalation Specialist ) I spoke with at Freedom Mortgages name and information is : XXXX XXXX Email : XXXX Ph. XXXX or XXXX ext : XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent a wire transfer from my bank to Freedom Mortgage on XXXX. I used the information provided to me from Freedom Mortgage. I completed the transaction at the bank and paid for the service. After monitoring the account at the bank for withdrawal of the funds for the transfer, I contacted Freedom to find out why they had not received the payoff. I provided all of the information from the bank wire document, the name of the banker and his phone number. In the interim my account with Freedom Mortgage was noted as delinquent. I was told by Customer Service that my account would be researched and that my account would be notated so that my exemplary credit score would not be negatively impacted. I was not contacted again by Freedom Mortgage. I called again one week later to try to get a status of the investigation and again had a lengthy conversation of over an hour with two different Customer Service people who informed me that nothing had been done to investigate the wire transfer. I again asked that my account be notated to prevent negative impact on my credit and was assured that it was going to be taken care of. I also, before making the second call, logged in to my account with Freedom Mortgage and found that the delinquency was still on my account and at that time sent a message through the online service that the wire had been sent, but not received and that I was trying to rectify what the issue was. I did not receive any response from the Customer Service agents. I did get an email that my message had been received at my account login and that I would get information from Freedom Mortgage regarding my inquiry. On speaking with my bank, they informed me that the intermediary bank on attempting to remit funds to Freedom Mortgage was unable to do so because the account could not be found. All of the information on the wire transfer was exactly what had been provided to me by Freedom Mortgage. When I called to try to get a status of the investigation from Freedom Mortgage I was told that they would not contact the bank and that the amount had increased due to the elapse of time from when they provided me the payoff amount. They also informed me that they could not promise that my credit score would not be adversely affected. I am currently in the process of getting a new payoff statement from Freedom Mortgage. I will send a Certified Check and not attempt to wire the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was behind on my mortgage payments, on XX/XX/XXXX I called Freedom Mortgage and asked what the total due was to bring my account current. I was given the amount {$14000.00} ( this was the amount on the XX/XX/XXXX monthly bill ) which is what I paid. I also received a new bill on XX/XX/XXXX which I disregarded as I was told I was paying everything to bring my account current on the same day. My monthly mortgage payment is {$1500.00} going forward. I made another payment of {$780.00} on XX/XX/XXXX to break up the mortgage payment so I could continue to stay current. I just received my XX/XX/XXXX bill with the total due of {$1900.00}, this includes my monthly mortgage payment and also {$390.00} in " unpaid late charges ''. I contacted Freedom Mortgage today XX/XX/XXXX as I was confused how I could owe {$390.00} in late fees when I was told on XX/XX/XXXX that to bring my account current I needed to pay {$14000.00} which I did. I was told that the " unpaid late charges '' don't get paid due to how the payment hierarchy is and that they will become due at the end of my loan ( or when I pay my loan off ). As a consumer I am not understanding how Freedom Mortgage can be false/misleading regarding " unpaid late charges ''. If I was past due for half of XXXX into XXXX how are not ALL " late charges '' showing on each bill or factored in when bringing your account " current ''? From my understanding these " unpaid late charges '' are not being paid until the end of the loan, if that is so why are they showing on my current bill that is due in XX/XX/XXXX? I am struggling as it is to make my mortgage payment, Freedom Mortgage needs to provide accurate billing, how are " unpaid late charges '' being added after you bring your account current. When calling to inquire about the " total due to bring the account current '' why would " unpaid late charges '' not be included in that?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello I have had home mortgage with Freedom mortgage for many years. it was originally with another company and later Freedom mortgage bought the loan. Freedom mortgage keeps calling and send emails and letters to refinace. Around XXXX time XX/XX/2021 XXXX XXXX with Freedom mortgage called me as sold me on refinance. I have excellent credit and auto pay since my inititaion of loan. He convencied me that it was a simple process. They send intial letter and i submitted everything.. every two to five days they will ask for something else. I repeatedly told them on recorded line need a list of things they need once and for all... otherwise i am wasting my time and they cant pay me for my time and its not worth the hassle. Many times on recorded line i have asked for a manager or supervisor to call me .. no call yet.. I feel i have been harrased for something they insisted on doing.. i didnt call them for a refinace.,,, they did. please some one look into this matter it should be simple.. Refinance check list ... 1..2..3.. I dont want comsumers harrased specially the hard working people that pays on time and never late on payments.. XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXXXXXX XXXX Freedom MortgageXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX # XXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92507
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I came out of XXXX forbearance in XX/XX/XXXX. I promptly filled out a loss mitigation application with my mortgage servicer, Freedom Mortgage. I have email confirmation that they received my application. They sent me a letter stating that they needed the IRS form XXXX and a letter explaining the extra income sent in. I promptly sent in their requested additional documentation, and have email confirmation that they received the additional paperwork. Every time I called in to check on my status, I was told " it takes a while and to be patient. '' In XX/XX/XXXX, I was finally told that the time ran out on my application in XX/XX/XXXX because they did not have a properly filled out IRS Form XXXX. I had filled out this form and they never told me other than the confirmation of receipt that it was wrong or missing. I went back and forth several times with their customer service personnel and escalation specialists. However, I was never given a reason as to why this oversight happened and no one from this company has ever communicated with me or followed up with me. This seems to be a very clear violation of 12 CFR 1024.41 ( b ) and subsequent subsections concerning Loss Mitigation Procedures under RESPA. I spoke with them again today to inquire about my NEW application for loss mitigation assistance. I was told AGAIN that they were missing IRS Form XXXX as well as several other documents. This was the first anyone had communicated with me in two weeks and I was never notified that the application was incomplete. Again, in violation of RESPA. To make matters worse, I submitted all of these documents and application through Freedom 's own website application process. You can't continue through their web-based applicaiton process without uploading the proper documents and filling out the application completely. I feel that Freedom is purposely running out the clock on these applications to be able to foreclose on customers so that Freedom can profit off of the large increase in housing value over the last two years. This is unconscionable and immoral and their violations of RESPA are illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31906
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2021 my home loan was sold to freedom mortgage corporation. At that point I started receiving letters that I was required to provide proof of flood insurance or that they would order it for me. My home is in a condo and flood insurance is purchased for the property via my XXXX. I contacted my XXXX and they provided me proof of flood insurance. I provided this documentation to freedom mortgage. They have now sent me letters stating that the policy is about to expire and that they require additional proof of a new policy. My policy is not expired. I have a current policy covering my home for flood insurance and proof of this has been provided to freedom mortgage. They will not acknowledge my policy and are actively trying to double charge me for coverage that I already have.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96815
Submitted Via: Web
Date Sent: 2022-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX I asked freedom mrtgage to remove the PMI from my mortgage since the value to loan percentage was below 80 % They relate dit would drop off automatically when the 80 % number was reached. In XXXX of XXXX I spoke with the company again about an insurance issue they had inflamed and asked again about having the PMI removed. They related that I was well within the safe area to have the PMI removed and they would send me a letter to start the process. XXXX I spoke with them again about the PMI to be informed that they had sent me a denial letter due to payment history. ( i have been on time or early in my payment since the loan was purchased ) I did not receive any correspondence from the company aside from my monthly bill and marketing to refinance through them incurring additional closing costs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32955
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage Taking advantage of XXXX 's during COVID. They are deceieivng their customers who have been accepted into the FHA Covid relief streamline program. They are not executing customer contracts in a formal and timely manner XXXX I was accepted in Freedom Mortgage Streamline program, FM send out formal documents to be notarized however due to clerical errors needed to be re done. XXXX I am still waiting for formal documents to be done for my streamline loan.? FM has asked me to make mortgage payments for XXXX XXXX, in the amount that was agreed to on Docs from XX/XX/2021. ( i made those payments ) As they told me if I did not I would be kicked out of program?? However docs have never been notarized nor sigend, due to errors on Freedom Mortgage part. Fast foward to XXXX Still waiting for formal documents to be sent out. Nothing from FM. They keep telling me docs have been ordered and any day I should receive them? FM informs me that I now have to make an XXXX payment or I will be kicke out of loan program. All the while this has been going on my back end loan amount continues to acrue, so my overall loan becomes greater and greater evern though I am making monthly payments?? I have called, contacted, written this company numerous times since XX/XX/2021, and not one single person CEO included can inform me of when I am supposed to recieve my updated loan documents. How can I be waiting over 7-8 months for them to send me out docs. I am writing directly to this organization, in the hopes that they can help resolve this issue for me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76210
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In my divorce proceeding my ex-husband was awarded the property granted he was able remove me from the loan. I was required by Freedom Mortgage to provide a quit claim deed before they would begin the process. XX/XX/XXXX a Quit Claim was filed wit XXXX XXXX Recorders. From the months of XXXX and XXXX Freedom Mortgage provided Promissory Note documents with errors five times to my ex-husband XXXX XXXX reportedly five times. Finally end of XXXX documents were approved. I was required to provide 2 separate notaries for the initial quit claim deed as there were error on the notary document provided by Freedom Mortgage. XX/XX/XXXX The Veteran 's Administration release me from the loan, documentation was provided to Freedom Mortgage on XX/XX/XXXX. Once the Promissory Note was approved the Assumption documents were prepared. Again requiring several attempts to provide XXXX with correct documents. XX/XX/XXXX both XXXX and I signed separately, the Assumption documents with a Notary and returned overnight to Freedom Mortgage. Freedom Mortgage notarized the documents on XX/XX/XXXX. I spoke with XXXX in the Assumption department who confirmed I was removed from the loan and proceeded to remove my access to the Freedom Mortgage loan portal stating I was not longer on the loan. As of today XX/XX/XXXX I am still legally responsible for this loan per XXXX, XXXX and XXXX. All have denied my disputes, I have spoken to Freedom Mortgage weekly since XXXX of XXXX. I have filed a minimum of 4 escalation complaints and currently working with manager XXXX XXXX and have file 3 escalation complaints with her. All conversations have been recorded by Freedom Mortgage as well as emails via the customer portal providing documentation in a timely manner. I have spent {XXXX} in legal fees due to this situation trying to protect myself due to false information and inaccurate information from customer service, had to fly from North Dakota to XXXX California to appear in court over the matter of the quit clam deed and loss of ownership of property prior to being released form legal financial responsibility. As well as time off work and the emotional stress and anguish. My credit has been held captive by Freedom Mortgage.as of today, XX/XX/XXXX I have confirmed via online service and phone call with XXXX at XXXX that no documents, no Assumption, Promissory Note have been received at the XXXX XXXX Recorder office to remove me from financial responsibility. Also XXXX and again XXXX Freedom Mortgage reported negatively on my credit even while protected under COVID Forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ND
Zip: 582XX
Submitted Via: Web
Date Sent: 2022-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A