Date Received: 2022-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from Freedom Mortgage around XX/XX/XXXX. The first letter was a letter for non payment of XX/XX/XXXX payment. Also a letter for returned mail from my proper mailing address. I contacted Freedom Mortgage On XXXX and they told me that I did not make my XXXX payment and told me to call back Monday. I called Monday XXXX and the representative told me they were not responsible for fixing the problem as the loan servicing had been sold. I contacted my original mortgage processor who got me in contact with XXXX old supervisor. He told me that they probably would not fix the problem. I have paid all of my payments on time. The online payment application was always glitching for approximately the first six months of payments. I paid a total of {$3000.00} for XXXX which included the main monthly payment. Somehow the total was applied only to the principal with nothing applied to the main payment. I want this corrected to show the payment that I made, the interest paid recalculated, and I would like the {$1900.00} in late fees refunded to me. I have the payment history and will attach it. Thank You, XXXX XXXX XXXX ( XXXX ) XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98117
Submitted Via: Web
Date Sent: 2022-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company Name : Freedom Mortgage Website : https : //www.freedommortgage.com/ Phone Number : XXXX Loan Number : XXXX Name : XXXX XXXX XXXX Before I start I should say that the last customer service person I spoke with a week ago told me he sees issues like mine everyday and that Freedom Mortgage abuses Veterans. I have been begging to get off Forbearance for over a year and a half. You can listen to my calls and Ive been kind and patient but have pleaded to get back to a standard payment. In which time I have had 3 modifications presented to me and then retracted because they were wrong. I always have to wait 6 months to have it completed. I made payments and have no clue where those payments went. I am promised phone calls and return calls and they never happen. However in the mean time XXXX racking up interest. I have escalated to XXXX XXXX ( the XXXX ) twice and when I think I have found hope they quit calling. Each week I get a call from collections and no one has any clue whats going on with my loan. They each look and see that the escrow is wrong and my payment should be lower and all agree but nothing ever gets fixed. I finally modified last month for a {$2900.00} payment. When my XXXX payment was done they changed the payment to {$3900.00}. No one knows why as they can look in the system and see the escrow is wrong. Ive had people quote me rates that are wrong, Ive been asked to present a letter of credit from the day I closed which was over 2 years ago. They said they needed it for a VA audit. This has been the craziest saddest customer service experience issues ever and its obvious they want my house. They are forcing me into a payment that Ive said I cant afford. I paid the {$3900.00} last month to avoid a 30 day late but I cant keep doing that. Ive been in and out of XXXX for the last year and that on top of getting zero resolve on my mortgage is draining. There are customer service records on my from over a year and a half and every service person that reads my records stated thats no way to treat a Veteran and then adds they see this all the time. Can you please help me. Ive been patient, I send them what they ask, I have seen other companies on their medications work with fellow veterans I know and they made it so easy. Why is it taking me a year and a half. I have had two service people try to blame me for this because they refused to go back and see what all has transpired and the errors freedom mortgage made on my file and the two failed mod attempts where they messed up The escrow numbers. There is no reason to take my payment to {$3900.00}. Please please help me. XXXX XXXX Phone : XXXX Address : XXXX XXXX XXXX XXXX XXXX Texas. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage has not replied to all my concerns from a letter received. I Demanded for a copy of my original contract. ( this is was ignored in their response letter dated XXXX XXXX ) I demanded new Loss modification documents for signature. ( They send a copy of the OLD loss mitigation papers originally dated XX/XX/XXXX with an effective date of XXXX XXXX and first payment due XX/XX/XXXX ) This original request was received XX/XX/XXXX which is already past the 30 day deadline. This company has since then received a second letter that was received XX/XX/XXXX ( XXXX certified # XXXX ) once again asking for the same information )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21236
Submitted Via: Web
Date Sent: 2022-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX my early payment for Freedom Mortgage disappeared. At this time I was trying to get another mortgage through XXXX.Because Freedom Mortgage was charging me for an escrow shortage plus 850 XXXX Though they couldn't explain to me why there was a shortage in my opinion thats fraud.I was told I did not make the payment and had late payments.They told the new mortgage company I had several late payments fees.Once went to my bank and proved I made th payment they started telling me they put the whole payment toward the principal .But when I got my XXXX statement it clearly showed that they put it in an unapplied account until I got a late fee .Then they dispersed they payment into my account. I copied all there records that show all there mistakes before they erased them from there records.By the end of XXXX I was down to 1 late fee Freedom 's agent told me that if I paid the late fee plus escrow shortages for XXXX, XXXX, and XXXX I would be totally caught up.So I paid XXXX on XX/XX/XXXX XXXX XX/XX/2022 myself the new mortgage and Freedom Mortgage got on a 3way call to prove I was caught upand with only one late fee.The first thing Freedom said was this is an attempt to collect a debt for XXXX $ .I said no I just paid you XXXX 4 days ago for XXXX and was told I'd be caught up.The lady said she'd have to check on it but would answer the other mortgages questions.The other mortgage asked if I had nonpayment or 1 late fee.Lady said yes then no nonpayment or late fees.He asked the same question again she said no ( Now I just paid a late fee with that XXXX, a latefee that that no longer exists except on my credit report the only bad thing on it ) .Then he asked does he have any late fees 30 days or more she said no.She hung up he knew it was bull because he said I can go in and take that late fees off your recordsI thanked him.Lost the mortgage reason was to many late payments main reason.I only have one late payment on credit report Freedom Mortgage. I copied all there info off the computer before it changed.a week later I talked to aguy from Freedom Mortgage and he told me thathe XXXX payment went to principal as read to him off my statement he ignored it.He told me I don't know what to tell you .I said I paid 13 payments in 13 months I paid early and more that I was supposed to but I owe XXXX? He said you owe a 14th payment for13 months and if you don't pay it they could take your home.I talked VA mortgage Friday the XXXX, she called me Monday XXXX sent everything I sent her and asked questions to Freedom. The only answer she got back was XXXX XXXX is up to date his next payment is XX/XX/2022. If this isn't wrong and against the law something is really wrong with the law.It has my paid in overdrive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61244
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started the process to refinance with Freedom Mortgage back in XXXX of 2021. I submitted all documentation that was required of me immediately. I would have to make calls frequently to try and obtain the status of my refinance. I finally found out in XXXX that my loan had just been ( supposedly ) sent to the underwriter then, which it had not. I have been assigned XXXX different liaisons, and have a hard time getting any feedback, and it seems when I do get a callback, I am given incorrect information. I have received numerous calls where I have been asked to submit documentation that has already been submitted, been told my loan has been approved, been told my loan has been escalated, and asking to re-pull my credit report for the final approval. Then I start receiving phone calls from other mortgage companies, telling me my loan wasn't approved and maybe they can help me. How does another mortgage company know my loan wasn't approved before me? And just hours after my credit report was pulled again. I have been put through XXXX on this refinance, I have been lied to over and over and over again, been given incorrect information on a regular basis. How is this a good business practice, how can such a large company still be in business? I am quite upset to say the least on this matter. I feel someone needs to be held accountable for these actions. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01453
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: First and second forbearance plan. Hi my name is XXXX XXXX XXXX and this is my second complain about freedom mortgage and this forbearance plan. The reason why Im writing to you is that my mother and father in law keep applying for this forbearance plan without my consent. Since the first forbearance which was in XXXX of XXXX, I didnt know we were going through this program and unfortunately, I found out on XXXX XXXX, I was never told by either my in laws and freedom mortgage about them on this program until the date Ive mentioned above. I am a borrower to this loan and thanks to me, we were able to get the home out and Im part of the deed and the loan. Freedom mortgage failed to contact me when the loan was Transfered to them in XX/XX/XXXX about any situation regarding the home situation. This is very unacceptable. Also, freedom mortgage hasnt answered any of my questions. Ive contacted freedom mortgage through there online system which they have refused to answer any of my questions and concerns. Here are some examples of what Ive sent them, you say, XXXX, XXXX XXXX, and XXXX XXXX signed a legally binding contract with the creditor. Amendment of any contract requires agreement by all parties ( including the creditor ). I want a copy where it says that. This forbearance was suppose to end on XXXX XXXX, why was it extended from XX/XX/XXXX to XX/XX/XXXX and without my consent? I was told that if there needed to be extension you would need my consent to do so which I didnt approve. This is a surprise to me that you ( freedom mortgage ) are continuing to do but you continue to approve without my approval? I didnt know about the other people doing this an was never told. You know that I barely found out about all this on XX/XX/XXXX. why was this second forbearance approved? I have every right to know. I didnt consent to it at all an we all must be be in agreement but were not if the first forbearance plan was accepted without almost nothing and they got qualified for it without any paper work or agreements? How did this second forbearance plan worked? I would like copies of any signed document recording because I have every right to ask an have those documents or recordings. This second forbearance had to had some kind of agreement as I was told by most of your representatives that they wouldnt give an extension without having me involved. Another example is, for the sake of clarity regarding the loan forbearance program, the cares act/ freedom mortgage does not require the approval of every borrower to enter in the forbearance program? I understand that no signature is necessary, but I never agreed to enter the loan forbearance program in either instance. Did either of my co-borrowers represent to your company in any way that I agreed in either the original application or the extension? If so I need all copies of any records showing that you had my consent. All freedom mortgage say, we apologize that you did not receive the forbearance plan agreements at the time of the approval. This makes me feel that they are ignoring me. Also, that they went through with this either first or second forbearance without my consent an approval. To be honest there apologize wont change what has happened Especially them not getting in contact with me when the delinquency of the house was happening in XX/XX/XXXX. Ive mentioned before I could of done something about it but XXXX and XXXX XXXX denied for me to do anything on XXXX XXXX. Theres a sent message on XX/XX/XXXX which says to freedom mortgage, thank you for your response. Unfortunately, freedom mortgage failed to directly answer any of my questions. Can you please review my previous email and provide direct answers? Which are the examples above this email. I wanted to ask you if you could please ask freedom mortgage to answer my questions Above? I really need them to stop this extension for forbearance or if it keeps on going they must stop because they have no consent on my part at all. This has been very stressful for me and I cant believe that freedom mortgage is still thinking its okay. I dont agree with them or my in laws at all. They havent even made any payments even when they are in this forbearance plan. I feel they are taking advantage of this program an I dont think its right at all plus they are taking advantage of me and I certainly dont agree with this at all. Sincerely, 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: 94019
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: CFPB helped me get the original auction date postponed I am so appreciative for your company. My prior complaint against this company # XXXX I am the surviving spouse of a Veteran my husband XXXX in the XXXX war XXXX He was XXXX and came home to our family. My son was XXXX and daughter was XXXX at the time, unfortunately and unexpectedly my husband passed away in our home on XX/XX/XXXX. My husband was our sole provider. Besides being devastated from the loss of my husband and trying to hold my family together I began to fall behind on my house payments in XXXX of XXXX. Due to not having a XXXX and paying my bills to keep utilities on and food on the table. I was not receiving his benefits until this XX/XX/XXXX. I am not on the loan or on title of the home, we had planned to put me on title but my husband wrote a letter stating everything was to be left to me if anything happened to him. Freedom Mortgage did postpone my auction after the first complaint to you. Postponed from XX/XX/XXXX to XX/XX/XXXX. We told them we were going to open probate and get myself on title. We asked for a Loss Mitigation Packet and were told I needed to be on title in order to do this. They gave me the items needed, either a recorded deed or court order transferring the property to me, or copy of will and proof it was admitted to probate or Affidavit of intestate succession. We tried doing the paperwork ourselves but the courts kept sending them back and said we had corrections to make. I cant afford a lawyer so I kept trying to do paperwork myself. I finally found a paralegal that I could afford but could not get an appointment with a paralegal until Friday XX/XX/XXXX I was told by paralegal that filing doesnt happen overnight. I received the proof of filing and documents Freedom Mortgage wanted on XXXX XXXX and emailed them, received the confirmation that they were received. We called them today XXXX XXXX at XXXX because we had not heard from them. We asked of the status of the file we were told by XXXX ID # XXXX at customer service, she said she would transfer us to Loss Mitigation department on hold for 20 minutes she came back and said Loss Mitigation was closed and they just uploaded documents today XX/XX/XXXX. We asked what the new postponed date for auction was and she said they could not postpone because they just uploaded documents and there is not enough time to review. We asked to speak to someone above her and that this was unjustified how they were handling our file and that we are acting in good faith and can not lose our home. We were transferred on hold for XXXX minutes spoke with XXXX ID # XXXX she stated they did not have time to review the documents and would not postpone the auction. I told her I did everything Freedom Mortgage asked and that it was not my fault the documents were just uploaded, I requested several more times for postponement. XXXX stated she would email the XXXX XXXX XXXX company to see if they could escalate the review, they too are closed and they wont receive email until tomorrow and she will call me to let me know. But this is not enough time. I do not trust these companies to act in good faith, they just dont care and there is no sense of urgency. I am so frightened that we are going to lose our home, I dont know what else there is for me to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93291
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I bought a home in XXXX, Maine in XXXX, XXXX. We obtained a mortgage from XXXX XXXX XXXX that was eventually taken over by XXXX Mortgage Company XXXX We have made all our mortgage payments on time over the last 5 years. After receiving numerous letters and emails from Freedom Mortgage inviting us to refinance our home mortgage with them, we decided to call them back. We were told that we could lower our interest rate from 3.375 % down to 2.125 % and save roughly {$20000.00} over the span of the remaining time on our 15 year mortgage. On XX/XX/XXXX we completed the application to refinance our home mortgage with XXXX. We were told it would take about 30 days to close on the refinance. We provided all the documents that were requested including paystubs, W2s, etc. My wife and I signed numerous documents along the way and continued to receive regular updates. Then we encountered a long delay waiting for the mortgage company to schedule an appraisal of our home. The appraisal was not done until XX/XX/XXXX. More than once we were told that the loan was conditionally approved. Due to the delays on the part of the mortgage company in scheduling the appraisal, we were told that the " rate lock '' was going to expire and that they would have it extended since the delay was not on our end. Thereafter, we were asked to resubmit our paystubs and additional documentation that had already been provided multiple times. In particular the mortgage company kept asking us to provide a XXXX` road maintenance agreement. '' I copied my full property title to them that contained a brief statement about the shared ownership of a portion of our driveway with a house neighboring our property. We did not have any further information to provide to them and this was explained ad nauseum. They also kept asking my wife to explain if she owned another property in California, which she didn't ( it was a home her mother previously owned prior to her death ). Despite us providing the all the requested information, we kept receiving requests from new " customer support advocates '' from the company requesting the same information over and over again. We continued to sign all the new loan documents that were sent to us for the next several months. The last communication I received was on XX/XX/XXXX once again asking us to resubmit our paystubs. I sent these documents on XX/XX/XXXX and have never heard anything back from them. I have called and emailed both the customer support advocate and the loan originator, but have not heard back for over a month. Today, out of frustration, I called the company to get an update on the status of our refinance and was told our file has been " closed '' due to not providing the paystubs XXXX road maintenance agreement, and statement about ownership of a property that we never owned. Again all of these items were sent to the company multiple times over the last 6 months! In short, Freedom Mortgage wasted over 6 months of our time and we missed out on the opportunity to refinance our mortage at a better rate. There was very poor communication from the loan company throughout the entire process and were asked numerous times to provide the same documents over and over again. This is particularly upsetting given that Freedom Mortgage is our current mortgage company and they reached out to us to refinance with them only to treat us so poorly and waste 6 month of our time!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After 13 years of good standing with Bank of Oklahoma, they sold my mortgage after signing me up for " 3 months deferment with no fees to be tracked to the end of my loan due to COVID ''. Before that 3 months was up, they sold my loan to Freedom Mortgage. This was 2 years ago. Freedom Mortgage has yet to send me a bill with a monthly payment and due date. I call them at least once a month every single month. After 2 years they FINALLY sent me a packet and I signed and had it notarized and sent it back within the deadline given. To this day they still say they didn't get it even when provided with who signed for it and when, as well as the tracking number. Their negligence has caused them to add an additional 10 years to my mortgage. Today I get a package asking me if I want to save my home and asking for financial documents they got long ago and more than once.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Let me start by saying my father is a retired veteran with dimentia and I have power of attorney to make decisions on his behalf. So as his oldest biological son I have been dealing with this issue. We were reached out to by Freedom Mortgage about refinancing out current mortgage to get a lower rate. Not having to change the number of months on the loan. My parents jumped on this opportunity as they are on a fixed income. We submitted all the paperwork but the title company needed some affidavit of affixture. When the docs were requested I had reached out several times to get assistance as I did not know what this document was. Not to mention they currently hold the mortgage on the property so that should have already been found in the county. They close the account because we can not figure out what to do. They didn't provide any reason for need for this or assistance on what it was when we asked for help. That is step 1. In XXXX of XXXX a XXXX XXXX from Freedom mortgage reached out to re-open the account. I brought up this issue and he told me it would not be an issue this time as he would push it through. I asked again if it would be an issue and was assured it would not. So we re-opened the process only to find out that it was an issue again. So I started making calls about it because I again did not have an understanding of what the affidavit of affixture was. I got some assistance form someone in XXXX of XXXX. They needed the document by the XXXX. I asked for an extention till the XXXX. Our rate lock was about to expire so we extended a month. I was told to have the informatino send over by the XXXX. I had taken the XXXX off to go to the XXXX and start the process. Found out that you need a title to do this. We didn't have a title there is a deed. ( which indicated these documents have already been filed with the state ) So at this time I was told to go to the county assessors office. That is part 2 I drove downtown to the county assessors office with my parents in tow. When we arrived to the office I was able to speak to someone who actually deals with this exact issue. He was most helpful and was able to find the document that was filed in XXXX ... 30 years earlier and I was told I could not get a new affidavit of affixture but he printed out the old one for me and told me if I want an official one I have to go across the street to the county recorders office. We did just that. They pulled the file and gave us an official copy. I am finally releaved as I was TOLD we could close in 2 weeks once they get this document. So I scan it in and send it to the mortgage company and the title company on the XXXX. As agreed upon by an employee of freedom mortgage. I didn't hear back from them so I called on monday XXXX for a status update and was told my file was closed. Yet literally 10 days earlier I spoke with someone about the deadline and was told it would be okay. 3rd LIE! At this point I have been lied to multiple times. I was mislead and told a document was needed when in fact it was not due to having a deed. So this was 6 months of a headache that was never needed to happen. I had to take a day off of work to get these documents that were not needed. I have spent the last couple weeks trying to reach someone at freedom mortgage and no one will return the call. I finally got ahold of an XXXX XXXX and he has said he reached out to management and they sales side to get someone to call me and they never did. I gave them a deadline of XXXX on the XXXX of XXXX to get back to me and avoid this complaint however they did not call me back at all. So here I am writing this complaint. I was misled, lied to, ignored and overall this process was a nightmare. And my parents being retired could have used the lower payment on their house a few months ago when this first started. I feel like we were mislead from the beginning and they didn't actually want to do any of this by the way it was all handled. I hope that this complaint will have some effect and get this resolved. I have attached the Power of Attorney for my father XXXX XXXX so the company can not claim I am unauthorized as they have a copy of said power of attorney in their possession.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A