Date Received: 2022-03-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX, XXXX Freedom Mortgage raised our payment without notifying us. I addressed this in a XX/XX/XXXX letter. In retaliation to my communique, they performed an additional escrow analysis without the input from the County Appraisal district and determined my taxes are increasing 71 % and therefore my payment will increase again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78550
Submitted Via: Web
Date Sent: 2022-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX. I filed a complaint with you back in XXXX 2021 against Freedom Mortgage refusing to let me come out of forebearance and do a loan Modification on my FHA loan. I requested this 7 months ago from them, back in XX/XX/2021. You contacted Freedom Mortgage and then closed my case. I don't understand why you did this. They still wont send out my modification papers. They continue to lie to me, telling me the papers are complete and they are sending them.They told me in XXXX the papers were on the way to me via XXXX, but they never arrived. Then they told me on XXXX XXXX the papers were on the way to me via XXXX, but of course never showed up. Do you have attorneys I can contact to file a case against Freedom Mortgage before they cause me to lose my home???
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, I'm writing to lodge a formal complaint against Freedom Mortgage, the company that services our mortgage. Since Freedom became our servicer ( something over which we had no control, like everyone else ), we've been barraged with both paper mail and phone calls " offering their services '' to refinance, etc. I've repeatedly told them over the phone that we are not interested in their marketing and explicitly demanded they cease from contacting us with marketing material. I still receive constant paper mail and phone calls. They even continue to call me and asked that I validate my loan information in order to receive their follow-up sales pitch! And how am I to know it's a sales pitch vs. a legitimate issue with my account until I've provided personal information? I understand that they need to validate whom they're speaking with but my mortgage servicer calling me and asking to validate my personal information for a marketing call ( which I've already refused ) is deceptive and insinuates that they're calling me about a legitimate issue with my account. I can confirm that there have never been issues with the status of our mortgage. I live in a " hot market '' so there's absolutely zero incentive for Freedom to stop this behavior unless the CFPB steps in and slaps them on the wrist. I'm already coughing up thousands of dollars a month to Freedom Mortgage : I shouldn't have to endure their incessant greedy shake-down on " additional services. '' I appreciate the Bureau 's attention to this matter. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2022-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX. I filed a complaint regarding the mishandling of my VA mortgage by Freedom Mortgage. The issue was addressed regarding my exemption of XXXX XXXX taxes, however, Freedom Mortgage continues to show my account as being delinquent regardless of my proven and documented mortgage payments. I have been advised that despite my exemption, and proof of payment, I am still delinquent for my XXXX payment. This is the fourth time I have addressed this matter with their Customer Service reps who each have offered differing excuses. I even paid a {$250.00} shortage for a XX/XX/XXXX payment, and was advised that this would bring my account up to date and that my new payment reflecting the non-advalorem taxes would take effect on XX/XX/XXXX. I HAVE RECEIVED NOTICES THAT MY ACCOUNT IS STILL DELINQUENT DESPITE HAVING DOCUMENTED PROOF OF MAKING THE MONTHLY PAYMENTS. The argument remains to be based on collecting the escrow for Taxes I did not owe!! The respondent to my first complaint was a XXXX XXXX XXXX, who no one seems to know at Customer Service. As a retired XXXX Veteran, I truly find that such treatment and outright shuffle games are inconsistent with the espoused values of " taking care of veterans '' that such Financial Institutions often make to sell their services. The egregiousness of this whole issue is that I have spent over four months attempting to resolve this issue with little resolution. My next step is to initiate legal action against Freedom Mortgage for their incompetence in handling what should be a simple matter of reconciliation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32034
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Today i noticed my payment went from XXXX to XXXX, no email notice sent, no letter in mail, no web notice, this is crazy, since my payments started on XX/XX/XXXX i was told per notarized loan modification * XX/XX/XXXX pay XXXX * XX/XX/XXXX pay XXXX - FHA modification escrow was wrong is what they stated * XX/XX/XXXX - told pay XXXX XXXX new escrow analysis done on XX/XX/XXXX To begin on XX/XX/XXXX * Today XX/XX/XXXX see on main payment screen my payment due XX/XX/XXXX is showing XXXX, I am so tired of my payment changing every month with no notice, no letter, no heads up, no email, nothing, i understand there can be escrow shortages but how can you not tell your customer ahead of time, just surprise, for the 4th time this year your payment is changing again, how is this good, people have to budget, we count our pennies, we have only one income and you changed our payment again with out notifying us again, Your agent emailed me the escrow document and could not say why they did not notify us when they changed it again, is that even legal? I thought it was standard practice or at least good practice to notify a customer 30 days ahead if escrow /payment changes, not surprise on the 1st with no notice, please investigate who did not tell or notify us of another escrow analysis on XX/XX/XXXX, Thank you, XXXX XXXX XXXX XXXX XXXX XXXX mi XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, we attempted to begin a refinance of our FHA mortgage held by Freedom Mortgage. They had been contacting us directly to refi, stating it would be an easy process because we are existing customers. We allowed them to run our credit and process our application. On many occasions, our sensitive information ( paystubs, SS card, transcripts ) had been lost and we had to supply it again to other employees with Freedom Mortgage. In our first XXXX complaint, we alleged this but the person who responded said we could rest assured that nothing is lost. But, we do not believe that and will not accept that without proof that they still maintain every document we have submitted. We had been shuffled around from employee to employee over the course of 3 months just trying to get any information we could to close this transaction in a timely manner but that was impossible. We were told in our first CFPB response from Freedom on XX/XX/XXXX, that they would attempt to close this deal in 3-5 business days. After our complaint was alleged, Freedom decided to retaliate against us and asked us to prove we had enough funds to pay the first mortgage payment in reserves. This was never brought up in the 3 months this transaction was being " worked '' on. We supplied an account summary of our checking account showing sufficient funds. For several days, no one would reply to our emails or calls about whether that would suffice to show enough reserves. Today, my husband got a hold of someone at Freedom and they now are saying they are denying our loan because we paid 1 payment " 30 days late '' in XX/XX/XXXX. It was due XXXX and we paid XXXX and another payment for XXXX within a week. They pulled credit in early XXXX, they were aware of our payment history with them and had access to all of our account information since before we even began the refinance process. They were after all contacting us to refi, not the other way around. If they knew that XXXX 30 day late payment would obstruct us from refinancing according to their criteria, why are they hounding us with marketing for refinancing as current customers? Why was our refi application not immediately shut down after reviewing our payment history in the first day of applying? Because Freedom Mortgage is inept to carry out business. It's not like our complaint is the first they've ever seen. The internet is riddled with the same complaints. This reason for denying our application is purely a retaliation response. Freedom Mortgage is inept, unprofessional, unequipped, understaffed and illegitimate. Their left had has no idea what their right hand is doing. They drag people through the mud for months on end because they are a complete mess. A company who should not be allowed to advertise financial products, let alone offer them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93635
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I currently have a mortgage with Freedom Mortgage. I am trying to refinance my home loan and requested a Verification of Mortgage from them. The VOM is incorrect and states that I have been more than 30 days late 2 times last year. When in fact I have never been late. I have called everyday for the past 3 weeks with no resolution. Freedom has been unable/unwilling to assist in fixing this issue or letting me talk to someone who can fix it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home went into foreclosure The home sold to third party buying the day of the auction XX/XX/XXXX Freedom mortgage is the mortgage company I ask for escrow information XX/XX/XXXX I wrote them email to explain escrow they sent me information about my regular and flood insurance on the XXXX XX/XX/XXXX a break down .I got a letter in the mail couple weeks later about them putting forced insurance on me in XX/XX/XXXX but I never received any information about this {$920.00} payment to this other insurance company I called they said it just went into effrect. ZI wrote the a letter on XXXX XXXX express mail asking for all accounting of my loan to include fees escrows and foreclosure information and what is going to happen to my XXXX check that they kept in their loss draft department now that {$53000.00} now that they no longer own the home, and the house sold to 3rd party for XXXX and and they are the owners I feel that freedom mortgage unjustly inriching themselves by holding my check and drawing interest on it for these 3 years. That is why I put a formal request for my accounting fees and escrow and other information pertaining to my loan but I they refuse to give me any information Loss Draft fm says loss migration FM and the send me back and forth with questions and no one answered anything just point fingers A veteran for closure nonjudcial is only {$1500.00} for the state of Mississippi where is all these fees coming from.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX, our home was struck by a large falling tree, significantly damaging our roof. Our insurance company assessed the damage and since the claim payout was in excess of {$10000.00}, it was required that the payment device be a 2-party check between us and the mortgage company. To those ends, in XXXX I preemptively called Freedom Mortgage ( Freedom Mortgage Corporation. XXXX ID # XXXX XXXX XXXX XXXX # XXXX, Broker License # XXXX ) to make sure I could provide all the required information to attempt to expedite the process so we can fix our home. I was told that their claims check process took up to 7 to 10 days. On XXXX, I endorsed and XXXX shipped the check at my own expense to Freedom Mortgage. Knowing that we were around the time I was given by the phone agent when I made that preemptive call, I called today XXXX, at approximately XXXX, to check the status of the endorsement. I was informed that while my documents were received on XXXX and uploaded on XXXX, no one had responded and/or started the endorsement process. I was then informed there was a review process that could take up to 5 additional days, only then could the check go to their endorsement process that would take an additional 7-10 days. In summary, I was informed that just to receive an endorsement on the claims payout check from our independent insurance provider ( XXXX ) that Freedom Mortgage has no fiduciary stake in the payout, it could take a total of 24 days. This is 24 additional days from the insurance adjusting process, meaning that work can not begin ( as we can not front the money for these serious repairs ) from XXXX until potentially XXXX. Meanwhile, there is active leaking through the unrepaired roof and into the ceiling, causing further damage. To these ends, I am filing this complaint under 12 U.S. Code 5531, Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) regulation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was told on a phone call XX/XX/XXXX that our Mortgage would be transferred to XXXX XXXX. We received a letter mid XX/XX/XXXX from Freedom Mortgage, XXXX XXXX XXXX, XXXX, TX XXXX, our current lender, that our loan was being sold to XXXX XXXX effective XX/XX/XXXX and not to make a XXXX payment to Freedom Mortgage. We received a letter from XXXX XXXX early XX/XX/XXXX ( it was dated XX/XX/XXXX ) with our new loan # XXXX for XXXX XXXX. It stated we would be receiving a welcome packet soon and we could make payment to the address on the letter. I called XXXX XXXX XX/XX/XXXX and they said that our loan paperwork had not been uploaded yet and wait until the end of the week it takes 6-8 weeks to transfer loans. We could go ahead and make our payment to the address on the statement from XXXX XXXX. XXXX -Receive a letter from Freedom Mortgage regarding late payment. I called they reassured me paperwork crossed in mail. Friday XX/XX/XXXX I receive a call from Freedom Mortgage wanted to collect the XXXX payment. I told, I think it was XXXX, that our mortgage had been sold and that we were told not to make a payment to Freedom Mortgage after XX/XX/XXXX. He put me on hold and said he found the letter they sent in our file and yes our mortgage had been sold. He put me on hold and verified with his supervisor. After 40 minutes he told me that our account had been updated and it had in fact been transferred to XXXX XXXX and that is where payment needed to be sent. He also said a supervisor would follow up with me. XX/XX/XXXX payment sent to XXXX XXXX XX/XX/XXXX - XXXX XXXX Cashed payment XXXX XXXX pm Freedom Mortgage calls wanting to collect the XXXX payment. I go through the whole scenario again about the loan being sold. She confirmed that our file did indeed show the mortgage was sold to XXXX XXXX XXXX and saw the notes from my conversation w/Nathan on XX/XX/XXXX. She assured me that her supervisor would be taking care of this mishap and I would not be contacted again from the Freedom Mortgage collection department again regarding this matter. Her supervisor would follow up with me. XX/XX/XXXX XXXX pm- Prissela (? sp ) from Freedom Mortgage called to collect payment for XXXX. I am now beyond furious and once again explained that I had a call last FRIDAY and LAST NIGHT regarding this and the loan has been sold. She apologized and said let me investigate, she saw the notes in the file and said yes your loan letter is here where it was sold to XXXX XXXX. She put me on hold and comes back on the phone and informs me that the loan is NOT being sold to XXXX XXXX they decided to keep it at Freedom Mortg, I asked her when that happened and she said JUST NOW. I told XXXX I have paid XXXX XXXX how was that payment going to be transferred back to Freedom Mortgage for the XXXX payment. XXXX informed me that I would be responsible to get a hold of XXXX XXXX to try and recover my money and I would also have to pay XXXX XXXX. THAT IS INSANE!! I asked to talked to a supervisor or someone that would be able to explain this ridiculous dog and pony show. She put me on hold came back on several times after 20 minutes there was NO SUPERVISOR available to talk to me or NO ONE EVEN HIGHER! I told her that I WANT TO TALK TO SOMEONE and NOW. She said she could not do anything about that and her supervisor would not. be able to explain anything that she has not already done. I told her I needed to talk to someone that is responsible not someone that can not help me. I needed explanations. She said someone would return my call. I have been told 3 TIMES that a supervisor would call me and I have not heard back from one Supervisor ( first promise was Friday XX/XX/XXXX ) or anyone with any management title. No choice I have contacted XXXX XXXX they have to do a full investigation before any money will be released. Freedom Mortgage has been very careless and when i reviewed my statements since for XXXX I have discovered that each month our second payment goes to an u Also I downloaded all my statements from Freedom Mortgage. We were setup to pay twice a month on the mortgage. Every month the second payment would be sent to the Unapplied account. Then it never was clear when it was applied to our account. That leaves us to believe that our payment was being held and not applied which charged us more interest, Also we have a payment of {$1400.00} that was paid to Freedom Mortgage on XX/XX/XXXX. It went to Unapplied Funds. I called in XX/XX/XXXX regarding the transfer and was told I had a balance of {$140000.00} in un applied funds. Once the loan would be transferred Freedom Mortgage would refund that money. I had no idea why I would have {$1400.00} in unapplied funds so I went and pulled all my statements to see what was going on. Every month from XXXX on there is an amount of {$1300.00} that goes into Unapplied Funds account. I have no idea why and when I asked for an explanation they just dance around the question. so Is there interest being charged while my money sits each month in unapplied funds? Since started typing this a manager did call and will try and work with XXXX XXXX to get our payment expedited,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A