Date Received: 2022-03-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX locked in a rate XXXX signed a rate lock extension XX/XX/XXXX have not received any updates I am in the process of refinancing VA to conventional. I locked a decent rate in mid XXXX. I have filled out and returned all documents asked of me in a timely manner and they had to do a 14 day lock extension. I have had 4 different customer advocates. I have not spoken to my loan originator once. It is very difficult to get anyone to email me back or get in touch with anyone at their company. Every time I call they state that they do not have an assigned customer advocate for me. I have gotten a number for a refrigeration company in XXXX. It was the number this mortgage company gave me. I have tried everything including a complaint with a manager and she stated this loan would be expedited back in XX/XX/XXXX. Rate lock ends XX/XX/XXXX and because of the rise of interest rates in the last 3 months I truly believe they are doing everything possible to keep me from receiving this rate. I even tried to refinance with another company in XXXX but because of the rise of interest rates they were unable to match it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 907XX
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The purpose of filing this complaint is that we believe that our escrow account is being handled incorrectly by our lender. 1. The supplemental real estate tax was paid in full by us the property owners from our own funds. 2. Even when these taxes were paid by the owner 's own funds the lender increased the mortage loan monthly payments. 3. On XX/XX/2022, we send the lender an Error Resolution Letter with the evidence of this payment so the lender could fix or resolve such error. 4. On XX/XX/2022, we received a letter from the lender not addressing the issue that the owner paid the Supplemental Real Estate Tax and not from the escrow account. Attached you will find the documents showing this payment.
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: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our previous mortgage company, XXXX XXXX, paid our property taxes on XX/XX/XXXX in the amount of {$1000.00} to XXXX XXXX City Tax Collector . My husband also paid the {$1000.00} taxes to XXXX XXXX Tax Collector prior to the delivery of the escrow payment to the city Tax Collector. Our taxes are paid for XXXX XXXX XXXX, XXXX, NC XXXX. The city issued a refund of the mortgage escrow tax payment to XXXX on XX/XX/XXXX ( XXXX XXXX to XXXX # XXXX {$1000.00} XXXX XXXX XXXX XXXX, TX XX/XX/XXXX TT ). Our mortgage was purchased by Freedom Mortgage sometime in XXXX. I tried to get in touch with XXXX XXXX in XXXX and XXXX about the funds but since our mortgage company has changed to Freedom Mortgage. I was not able to get answers from XXXX to XXXX but understood and was patient with the process since the mortgage was just newly acquired. I then saw in our Freedom Mortgage payment history the exact amount of {$1000.00} as " funds received '' into escrow. I have called once a month since XXXX trying to get our account review and the overpayment of tax money refunded. I typically speak to at least three different Freedom Mortgage employees and get transferred between departments and get promised a solution if I call back next time wasting about two hours each call. I did feel like I was getting answers on XX/XX/XXXX when I was told our escrow account would be reviewed, we would get a refund back to our bank and a follow up phone call. Nothing has happened and it is XX/XX/XXXX. I just called this morning and have spoken with three different individuals and have politely expressed my frustration over the matter and continued to get transferred between the tax and escrow departments and was even asked by someone at the tax department " why I was talking to them when it wasn't her department that dealt with this '' as if I have any ideas to the inner workings of their company. I am at my ends and have wasted a lot of my patience, a lot of time and am very frustrated with how dysfunctional and manipulative Freedom Mortgage has treated me ad my situation. I have been lied to and have been blown off for months. I hope to have my issue resolved but I more hope my problems and the inept attitudes of Freedom Mortgage gets brought to light.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: While trying to pre-qualify for a new mortgage to purchase a home, I was advised by my mortgage broker that Freedom Mortgage, my previous mortgage company, reported late payments on my loan account for XXXX and XX/XX/XXXX. I contacted Freedom Mortgage in XX/XX/XXXX to have the incorrectly reported late payments removed. On XX/XX/XXXX, I received a letter from Freedom Mortgage confirming the incorrect reporting had been removed. In XX/XX/XXXX, I was advised by my mortgage broker that in removing the negative reporting for XXXX and XX/XX/XXXX, Freedom Mortgage reported a late payment for XX/XX/XXXX. I had paid the loan in full and closed the account on XX/XX/XXXX. I again contacted Freedom Mortgage about the incorrect reporting. On XX/XX/XXXX I received a letter from Freedom Mortgage stating the incorrect late payment for XX/XX/XXXX ( 8 months after the loan was paid in full ) was submitted to XXXX for removal on XX/XX/XXXX. On XX/XX/XXXX, I was advised by my mortgage broker that the XX/XX/XXXX late payment was still showing on my credit report and, as before, preventing me from pre-qualifying for a new mortgage to purchase a new home. I contacted Freedom Mortgage and was told that they would " look into it '' but it could be several days or longer for a resolution. I insisted that the matter be escalated due to preventing me from purchasing a new home. I was promised a callback by end of day on XX/XX/XXXX and did not receive one. I contacted XXXX to ask why the credit report had not been corrected when the correction was supposedly submitted by Freedom Mortgage on XX/XX/XXXX and I was told it could take " 30, 60 or 90 days '' to resolve. I inquired why they would report to my credit that a payment reported late 8 months after the loan closed would not have been flagged as incorrect in the first place. I was not given a satisfactory answer to that question. I asked how to get the issue resolved quickly to prevent further holding me up on qualifying on a new mortgage and was advised that I can " open a dispute that will take up to 30 days to resolve '' or I could " mail the letter received from Freedom Mortgage along with a copy of my Driver 's License and Social Security Card '' and they would try to correct it within XXXX business days from receipt of the mail ''. I stated that I would not put that much personal information into the postal system for fear of identity theft. I asked for other options to resolve the matter but was told there were no other options and that I would just have to wait it out. Again I asked why they could not correct the wrongful late payment reported since the account reports that it was paid in full 8 months prior and therefore they had participated in the violation of the Fair Credit Reporting Act. I was only told to open the dispute and wait the 30 days. I explained that I am unable to continue the search for my new home until I can get pre-qualified for the new mortgage and this is holding up that process. I again was told that there was nothing further that XXXX would do to assist. I requested the matter be escalated higher within XXXX and was told they would not do anything further.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 274XX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX our mortgage went into forbearance for covid 19. In XXXX of XXXX I called and asked to make arrangements since we couldnt pay the forbearance amount in total. We were approved for a mortgage adjustment. Payments were to begin XX/XX/XXXX. We were sent a packet with information to be notarized. We were told the mortgage company was providing the notary. The notary kept making appointments and cancelling or not showing. We called and were told we were going to receive a different adjustment with payments starting XX/XX/XXXX. I called in XXXX because we had not received the paperwork. I was told we would be fine and to make a payment. We made a payment. The paperwork did not come. In XXXX I called about making a payment. I was told making a payment could interfere with the adjustment of the paperwork was not complete. I was told we could make the payments retroactive to XXXX with the paperwork. We never received the paperwork. I called in XXXX and was told that the paperwork was not generated. That a new plan was made. That the payments could not be retroactive. We are trying to sell our home and move to a different situation. We will need financing. In order to get financing we need three on time payments. The mortgage company is interfering with this. We have received complicated and contradictory information. We need help,
Company Response:
State: CO
Zip: 80219
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Please help. I am getting sick of this issue, and I have been living in severe anxiety since this issue started. I am going through medical care because of what is happening to me from Freedom Mortgage Company. I was in a three-month trial period with the company after going through a forbearance period due to Covid. I fulfilled my part and paid the three months trial period on time. I was promised by Freedom Mortgage that I would receive final documents that follow the trial period, and I needed to sign them and notarize them. I asked for the documents for almost six months, calling them every ten days, and every time they promised they would send the documents and never get them. Finally, after I complained about them through the Consumer Financial Protection Bureau, I received the documents. I signed them, notarized them, and sent them back to Freedom Mortgage. I called them after, and they informed me that they had received the documents and that everything was fine. They have also told me they will set up the direct payment from my bank to receive the payment monthly. They haven't done that, and I called them for the past two months to ask about setting up the direct payment, and every time they come up with an excuse. One excuse they need to look at the notarized documents, and it will take them 45 days to do that. Another excuse is that they haven't received the documents and will send another. They have also reported my account as a delinquent to the Credit Bureau, and my scores went severely down because of this company. Please, I need your help.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I have inquired on several occassions to Freedom Mortgage about removing the PMI from my loan based on the amount of equity in my home. Most recently the young lady I spoke with stated I was unable to do so as the laws had changed. The last person I spoke with, a gentleman, went even further after I explained to him that when I bought my home I was advised I could have the PMI removed once I accumulated a certain amount of equity or 11 years whichever came first, he stated the law changed the year before I bought my home stating that you had to remain in the home for 11 years. I have also made an email inquiry regarding removing the PMI.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28213
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
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 doubled our mortgage payments from approximately {$1800.00} to {$3600.00} beginning the month of XX/XX/2021. I tried calling to reach someone to discuss and received telephone prompts. As I continued to follow the prompts, I was given an option to pay either a minimum amount ( {$1800.00} approx. in which was our regular payment amount ) or the new payment amount ( {$3600.00} approx. ). After paying the minimum amount we eventually found out later that the amount we paid was placed into an unapplied funds account and not credited to our mortgage payment. This led to a credit reporting for missed payment. We disputed the report to no avail. In the meantime we spoke with several representatives whom sited that the payment increase was due to property taxes not being accurately calculated for XXXX. We did get a payment reduction after our negative escrow balance was spread out over time. Yet, we are still faced with a bad credit reporting, in which dropped our credit scores substantilly. We've continued to try and get this resolved with the company, in regards to the miscommunication as to their telephone prompter. However, someone in their XXXX XXXX office pretty much called us a lie in regards to the telephone prompter. However, she did go on to say that they working on getting our mortgage payment reduced even further than the recent reduction, we're still waiting on that. As of now noone returns our calls. Whenever we do reach someone, everyone seems confused ( No notes!! ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, I signed a modification packet with Freedom Mortgage who services my loan. I made my first payment on XXXX XX/XX/XXXX and attempted to make the 2nd trial modification payment in XX/XX/XXXX but instead was told my modification paperwork WAS NOT in the system and i would have to wait to make the XX/XX/XXXX payment. I called in XXXX on 4 separate occasions and finally was informed the modification paperwork WAS NOT returned by the notary and Freedom Mortgage would have to underwrite my loan again for the modification. I, called every week since XXXX XX/XX/XXXX and I have been told it would take 10 days, 30 days, the file is still in underwriting, a host of excuses and as of this day XX/XX/XXXX, I have not received another modification, I've received calls in regards to payment, but no resolution as to what I was promised. ( A NEW SET OF MODIFICATION DOCUMENTS ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23321
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
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: Here is the complaint about Freedom mortgage who disowned the account disputed. If this creditor claims that this account does not belong to them, they need to order the credit bureaus to DELETED THIS ACCOUNT FROM MY CREDIT REPORT or UPDATE IT TO PAID AS AGREED NEVER LATE ( PAANL ). XXXX, XXXX, and XXXX reported it for a long time with a piece of inaccurate information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92651
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A