Date Received: 2022-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I mailed correspondence about regarding XXXX illegality and fraud, that XXXX XXXX Corporation received on XX/XX/2022. However, XXXX XXXX Corporation failed to address every concern within the correspondence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30906
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To whom it may concern, I applied for a VA refinance through my current mortgage lender " Freedom Mortgage '' XX/XX/2022 ; The lender point of contact was XXXX. I paid for an appraisal as requested but an appraisal was never performed nor was it refunded back to me when they closed the loan process. I tried many times to retrieve my refund through their customer service. they gave me the run around and said a refund would be issued but the last contact I had with them they said it could not be processed. Services were never rendered to include loan never completed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80015
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I am refinancing my house with Freedom Mortgage and apparently, I took too long to send the information they need. The first inquiry was made on XX/XX/XXXX which I did authorize but later talking with the loaner agent he mentioned that needs to run my credit score again, I said DONT DO IT, next day I got a notification from XXXX XXXXXXXX about that inquiry. I have screenshots that can submit. The inquiry I don't authorize was made on XX/XX/XXXX. Freedom Mortgage record all their calls so you can ask them for the call on XX/XX/XXXX with XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33615
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX To Whom It May Concern : I am writing seeking intervention and a solution for a situation regarding the property at UNDISCLOSED Please see the timeline and issues outlined below. In XX/XX/XXXX, my son and his wife sought to buy a home. His wife was able to gain approval for a loan as long as I was to cosign, which I was happy to do. My son had been in a car accident that resulted in over a month of in-patient intensive care and rehabilitation, as well as follow up rehabilitation and XXXX XXXXXXXX. The medical bills and rehabilitation affected his credit, resulting in the need for the cosign requirement. We renovated the home in less than a month after the sale was final. The initial loan was approved by XXXX XXXXXXXX XXXX. Sometime after this, the loan was sold to Freedom Mortgage. At the end of XX/XX/XXXX, the doctor for whom my son ( well call him XXXX XXXX and his wife had managed a medical office for determined it was time to close her office and retire, as a result of COVID concerns. This left both unemployed and seeking employment. On XX/XX/XXXX, after knowing their house payment for XXXX and XXXX was late, my daughter-in-law ( well call her XXXX ) called Freedom Mortgage XXXX explained the situation, and sought advice. The representative for Freedom Mortgage told XXXX to go through the loss mitigation process. She said that because of the circumstances, and because XXXX had contacted them, that if they went through this process, they would essentially add the payments to the end of their loan and there would not be an impact to anyones credit. XXXX verified with the representative that the credit would not be impacted multiple times, and the representative assured that it would not be for the missed XXXX or XXXX payments or for any further missed payments. The representative also requested that they not make any further payments from the date of that conversation. The representative sent the initial paperwork to XXXX and assured XXXX that it would be approved. On XX/XX/XXXX, XXXX and XXXX explained the situation to me and that Freedom Mortgage had confirmed no credit would be affected if they went through the process. I signed the paper to allow the process to continue. On XX/XX/XXXX, XXXX was served with a letter from Freedom Mortgage, requesting payment. XXXX called them immediately. The representative apologized and said that their company should have caught it before it was sent. She told them to continue with filing the application and not making payments as, in order for it not to affect their credit, they needed to continue to go through the process. She verified that no credit would be affected. On XX/XX/XXXX, XXXX called asking further questions about the application process and spent 21 minutes verifying the information that she still needed to collect. XXXX XXXX emailed all loan documents that had been requested. These were sent to XXXX XXXX XXXX called as she had heard nothing from Freedom Mortgage. The representative said they could not find the application at all. XXXX forwarded the same email that was sent before as well as a few additions the representative said would be helpful. The representative did verify that they should continue not making payments, and credit would not be impacted as they were continuing the application process. Once again XXXX sent the documents to the same email. XX/XX/XXXX, XXXX called again as she had not heard an update, as requested and been told she would receive. XXXX was transferred through departments, as they said they were missing documents, and spent 141 minutes mainly talking to Freedom Mortgage Loss-Mitigation Representative XXXX ( Badge number XXXX ), walking through the application page by page. XXXX asked why they had not included any of my financial information, for which XXXX explained our situation, and that she and XXXX did not rely on me for any part of the house payment. XXXX requested a letter saying that I have never had any part of paying for the house payment, which would solve this issue. XXXX also said there was a page missing from the application that was never sent, so she would mail it as part of another full packet. XXXX also wondered why XXXX was going through this process and why she had not sought COVID relief, which she certainly qualified for ; XXXX responded that they were just doing as advised by Freedom Mortgage. XXXX further verified that they should not make any payments and credit would not be impacted. XXXX asked if, when calling back, she could request XXXX 's help, which XXXX said was not possible. However, XXXX told XXXX to record her badge number and that she would vouch for the communication if there were continuing issues. She also assured XXXX that the application would be approved. XXXX XXXX called Freedom Mortgage again as she had not received the packet that was to be sent. XXXX spent the majority of the 22 minutes with the representative as they looked for the needed page together online, which no one could locate. He requested a new packet be sent by mail. The representative did confirm they had the rest of the needed paperwork and credit would not be impacted. XX/XX/XXXX XXXX received the packet. XXXX called and spent 22 mins asking questions, as well as once again filling out and submitting paperwork that had been submitted back in XXXX. They once again verified that credit would not be impacted. On XX/XX/XXXX, I, cosigner, called Freedom Mortgage as I received notice that my credit score had dropped approximately 100 points. Being a XXXX & single mother, I have always been committed to maintaining a healthy credit score, yet I realize I took on the risk as a co-signer. However, after I talked to XXXX and XXXX, I called Freedom Mortgage seeking an explanation as to why my credit had been impacted. In the call that lasted 66 minutes, I first talked to B who said that I should pay to bring the account current, in the amount of {$2500.00}, as soon as possible. Of course, I knew in doing so, the process would be stopped, which then would, in fact, affect our credit. When asking her about this, as well as about the COVID mitigation options, she put me on hold and transferred me to XXXX, who could not answer my questions either. However, she did suggest our credit could be wiped clean at the end of the process. I asked if they do in fact record the calls, which she confirmed. I then asked if I could get copies of the recording or transcripts of them. She said rather than continue to keep me on the phone, a specialist in Oregon would listen to all of the recordings, go through all of the communications with XXXX, and send me an email that night to update me on what he had found. She also said he would call me at the same time the following day, which I confirmed would be a good time, to talk about the research done and to answer any questions I had. I did not receive an email and was available for the call the next evening, yet did not receive that either. I waited another 24 hours for an email or call, but on the evening of XX/XX/XXXX, I again called to get my questions answered. XXXX, in loss mitigation, kept putting me on hold as she tried to figure out what was going on and sent me to an escalation specialist 57 minutes into the call. The manXXXX XXXX, was very evasive and tried using analogies and stories to avoid answering directly, which was quite confusing and honestly frustrating. When asked directly, he verified that anyone going through this process was told not to make payments, as a person would not need the process if they could make their payments. He did verify that Freedom Mortgage had all needed paperwork, but would not verify anything regarding credit, as he said we must be patient with the process to see what the results would be. When asked if I could get the phone recordings or transcripts, he denied the company had access to those records. When I asked to speak to anyone else, he said no one would be able to tell me anything different. I asked if there was an email I could send my concerns to, which he said would do no good. He insisted I had two choices : bring the account current or wait for the process to be concluded, which should be completed within a week. If I was not satisfied with these options, I could wait for the process to conclude and turn in a grievance at that point. This call, in total, was 99 minutes. After this, I talked with XXXX and XXXX. We tried to find other ways to contact Freedom Mortgage and failed. We felt the only option we had was to continue to be patient with the process and trust that the company would follow through with what they had told us and had been recorded. XXXX XXXX called as she received a letter that Freedom Mortgage needed more documents. She was told that they were missing half of the documents, even though the documents that were missing had been sent in the same emails as the documents the company did have. The representative XXXX was talking to did find all documents and said the underwriter had filed the documents in the wrong place. The representative verified they did add them together to make one file, so they could finish up the process quickly. XXXX forwarded the email of all the documents once again, just to be sure Freedom Mortgage had everything they needed. The representative on this call said they could not comment on credit, but that the person who specializes in credit would call XXXX within 24 hours, which did not happen. XX/XX/XXXX, -- XXXX once again called Freedom Mortgage as she received a letter that documents were still needed. This call was 51 minutes. The man initially said they did not have the documents, but then was able to locate all documents ; he could not understand why they were reported as still missing. He also remarked that the documents were all in one email, so he was not sure why some were not received all along. He put XXXX on hold and contacted XXXX, an escalation specialist. When he returned to XXXX, he told her to once again send all document to the original email, as well as directly to XXXX. He instructed XXXX to call back the following week. On XX/XX/XXXX, I received an email from XXXX XXXX, a company I have a credit card through, which said a Major Delinquency had been reported that impacted my credit score, which was again this issue. Ultimately, this situation has not been handled well at all. We worry that we were advised and promised results that Freedom Mortgage will not be held to. We feel stuck as now that XXXX and XXXX are employed, they have still been advised to not make payments, which means they have been saving, but our credit has continued to be impacted. What if the application is denied or Freedom Mortgage seeks to foreclose? Bottom line, information has been incomplete, and communication has been difficult and frustrating. Although some representatives have gone above and beyond to try to help, the disorganization and miscommunication in the company has greatly impacted us and our credit scores. My credit limits are decreasing, and my credit score has impacted other bills and loans that I have. This is extremely distressing, and no end is in sight. We do have the emails and phone records that are attached showing our efforts to find a solution. We do not have proof of phone calls from XXXX XXXX as those bills are not reproduced yet, but we can provide them upon request. We are also eager to answer any questions regarding this matter. However, we ask for intervention now. We need the process completed and our credit restored. We also believe no one should have to go through the stress, frustration, and emotional exhaustion we have been put through. We hope that by reporting this to organizations with more control, others will not put through the same situation by dealing with a company that is inefficient and untrustworthy. If there is an organization better suited to helping us and others, please let us know that as well. We look forward to hearing from you in regards to this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 832XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, my credit score was negatively impacted because Freedom Mortgage reported that I was late on a mortgage payment. On XX/XX/XXXX, I received a letter from Freedom Mortgage stating my mortgage payment was late. I immediately called and was told that I hadnt submitted a payment for XX/XX/XXXX. I told them I submitted the payment, and they suggested I call my bank to find out what happened. I called my bank, they assured me the payment was received by Freedom Mortgage for XXXX. I called Freedom Mortgage back and was then informed they had mistakenly indicated that XXXX was the month for the missing payment ; they then stated that the missed payment was for XX/XX/XXXX, and that the payment was returned from my bank on the XXXX of XX/XX/XXXX. This is another error because I submitted the payment to Freedom, and again, I received a confirmation email from Freedom for both the XXXX payment and the XXXX payment. I have tried for months, to resolve this issue with Freedom Mortgage and have even provided proof of the One-Time Payment Confirmations I received from Freedom Mortgage, showing that I have submitted every payment on time. I spoke with several customer service representatives and supervisors who all stated there was nothing they could do to resolve this error. After several more attempts to get this issue resolved, including submitting a formal letter to Freedom Mortgage regarding the error, I finally received a call in XXXX of XXXX, from a XXXX XXXX XXXX for Freedom Mortgage. In this conversation, he informed me that my Freedom Mortgage payment file had been corrected to reflect a zero delinquency payment status for the life of the loan with Freedom Mortgage. I then, immediately requested documentation reflecting my files corrected status. The XXXX XXXX XXXX sent me the information via email, and I then requested that I be sent a letter officially stating the corrected status of my mortgage account. After sending three follow-up emails regarding this request, I have yet to hear back from him or anyone at Freedom Mortgage to provide official documentation that shows the error was resolved. However, because the XXXX XXXX indicated that the issue was resolved, I did recently file credit disputes with all three bureaus to have my file updated. The response from the credit bureaus resulted in my credit reports remaining unchanged. I have a copy of the email correspondence from the XXXX XXXX showing the zero delinquency. I also have each One-Time Payment Request confirmation, received from Freedom Mortgage going back to XX/XX/XXXX, including the payment confirmations for both XXXX and XXXX, which shows I have consistently paid in a timely manner since they bought my mortgage account from the previous lender. I can provide bank records for the entire year which prove that I have more than enough money to pay my mortgage on time, however it appears that the root cause of this issue is Freedom Mortgage automatic payment tool which has not worked since Freedom Mortgage took over my mortgage account, which necessitated the monthly One-Time payments online. After several months of calling Freedom Mortgage for assistance with resolving the automatic payment tool, I was finally informed that they dont provide direct assistance for the automatic payment tool. I was further informed that the only thing they could do was mail me instructions, but I have yet to receive any correspondence regarding the automatic payment tool. But more to the point, there must be an issue with their online payment tools because each month I received a confirmation for the submitted payment, yet weeks later I get a subsequent notification indicating that a payment is missing. For the life of my mortgage, I have never been late or missed a payment. I am asking that this negative report by Freedom be removed from my credit file : XXXX : XXXX ( 30 days late ), XXXX : XXXX ( 30 days late ), and XXXX : XXXX ( 30 days late ). If you review my entire credit file, you will see that I have impeccable payment history for all accounts and a XXXX credit score up until XX/XX/XXXX, months after Freedom Mortgage took over my mortgage account. I believe it is entirely reasonable to receive a goodwill deletion of this negative report based on the technical errors Ive been experiencing with Freedom Mortgage online payment tools and my continual attempts to rectify the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Follow up on to case XXXX Today I received the attached paperwork, stating that the refi was denied in part due to a judgement... I have ( XXXX XXXX ) pulled all my credit reports and see nothing... there are no judgements on my account -- why is the mortgage company stating this? They also state in this paperwork that my credit score is XXXX ... it is not, per the credit reports I pulled today? What are they doing?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80109
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: To Consumer Financial Protection Bureau : This is a description of my complaint and I have attached within this complaint my attempts to have it resolved fairly with the Mortgage Company involved Freedom Mortgage. By fairly I mean write the loan and waive my late payment fees for at least 2 months because it is indirectly their fault that my payments were late at all. I wrongfully placed my faith in the wrong mortgage company. Thank you ( see attached ) This is a copy of the complaint that I sent Freedom Mortgage. They responded to me thru a sales Mgr named of XXXX XXXX on XX/XX/XXXX, he apologized and said that they wanted to make things right what could he do. I said write the loan or what could he do? Our first contact was a 13 minute conversation with no agreement except to refund my appraisal fee and I mentioned two late fees that have been attached to my recent house payments. We agreed to take this matter up the next day giving him more time to review this complaint and see what else might be done. I was able to contact him the next day and continue our discussion and he stated there is nothing that could be done because since my initial contact with Freedom Mortgage my credit score had dropped some XXXX pts. It dropped those points because of the inadequate and incompetent actions of the personnel processing my loan. As a consequence of Freedom Mortgage 's actions I was forced to make a decision on whether I had faith in Freedom Mortgage 's word and process that I was qualified to obtain this mortgage and would do so. Unfortunately my faith was misplaced, time and time again my closing date was set 3 times & then cancelled. The excuse 's were always responded to in a timely manner and each and everyone resolved, yet no closing date was reestablished and not once in this entire timeline with the multitude of the personnel I interacted with was the fact my basement improving/refinished project was an issue. As a matter of fact that issue of my ongoing construction was put on the board of an issue from the very first moment this loan obtainment process began. I was assured time & time again thru the entire almost four month process " don '' t worry were going to get this loan closed ''. Finally I just gave up it became apparent to me that I was just having smoke blown at me. On XX/XX/XXXX, I received yet one more call requesting documentation that I had already sent two to three time depending on the request. I couldn't take any more time & effort with collective group of uncaring, incompetent, unqualified personnel one more syllable told them forget it you guys are idiots and I want nothing more to do with your messed up company. As a result of this whole fiasco my credit scorXXXX has dropped XXXX pts and my ability to qualify for a loan to purchase a candy bar has been severely damaged. I will recover from these financial setbacks but Freedom Mortgage should be made to fix their obviously broken loan approval process and subsequently be made to remedy a solution for my situation. Please help me and advise me to the extent of your complaint process 's scope of capability and or authority to find a resolution other than the refund my appraisal fee to me in this complaint process, the validity of my complaints and lead me/us to an amicable solution. XXXX XXXX XXXX XXXX Attachments Fri, XX/XX/XXXX, XXXX PM ( 5 days ago ) to XXXX XXXX XXXX XXXX Freedom Mortgage must feel like quite an accomplishment and from what I have read about you it was no easy task. A man with vision, A Maverick, relentless belief in service after the sale. A family man that has struggled to take care of those two boys. That's why I am hoping you will take a look my Re-Fi cash out mortgage contract that was not handled like I believe you would have handled it. In XX/XX/XXXX I logged in to my Freedom Mortgage account, ( Loan # XXXX ) and requested that I be contacted about a VA 100 % cash out Re-Fi with my current residence. I was contacted really quick by I assume your cold call/hot lead phone team. They transferred me to a mortgage banker who proceeded to identify himself as such and started my application. It was very detailed and quite complete ; he then went over a refi scenario paying off my current mortgage ( 30yr VA XXXX 2.25 % ) and a number of my other debts, recreating it as a new mortgage. My payment would of course go up, but a 3.75 % rate would be a much better rate over the long haul than the cumulative rates of the creditors to be paid off. I liked the proposal and saw it as a solution to finish my basement a little less financially painful. I had taken out two loans of {$40000.00} dollars feeling that I could finish my basement, get refinanced pay off the high interest loans and finally get the basement finished and at a fair price. I made certain that it was clear that I was doing the work and was concerned how that would be viewed in an appraisal. I was assured that would not be an issue. I agreed to pay for the appraisal and would refinance my car loan with XXXX XXXX XXXX XXXX to lower the payment from {$430.00} o {$300.00} dollars to have my debt ratio at an acceptable level ( 32 % ) I think was the target. I got off the phone and heard nothing back. I was surprised that things seemed to be swept under the rug with no professional response as had been my experience with your company in previous VA streamline refinances in the past. I was a bit embarrassed thinking I couldn't get qualified. Until XX/XX/XXXX, I was working on my basement and received a call from Freedom Mortgage and was again put thru to a Mortgage Banker by the name of XXXX XXXX. I told him what I have written above and share with you and XXXX was very apologetic and proceeded to retake my application information. I told him this had already been done and that I had refinanced the car loan and away we went. I again very specifically informed him that I was doing the basement work myself and wanted to be sure of how that would affect the appraisal process. I was assured not an issue. I paid the {$300.00} dollars, and the games began. The scheduling of the appraisal may never have happened except for me calling and asking about it every two or three days. Finally, someone at Freedom Mortgage gave me a phone number and a name so I could get the appraisal. I talked to an assigning agent that told me that yes, they do appraisals for Freedom Mortgage and were aware that I needed it scheduled but they would be calling me. He assured me that I would not be overlooked. I was contacted by XXXX XXXX XXXX and a date was scheduled. I informed the appraiser that I was actively working on my basement and wondered how that worked. She was a bit surprised but said that she would get in contact with Freedom Mortgage and get things worked out. She showed up did the appraisal, filed it with Freedom Mortgage and then a collective group of customer advocate 's, their supervisors did nothing but slowed down my application to a virtual standstill requesting the same documentation XXXX to 5 times. I would actually go over my packet with them and they found it time and time again. The only person of any competence was a lady by the name of ( Customer Advocate ) XXXX XXXX. Sh should run your company. You would probably become the largest Mortgage Banking firm ever. She was in disbelief at what a clusterfuck this had become. At one point a closing was scheduled I believe on the XXXX of XXXX at XXXX or XXXX, then I was asked if it was alright to make it XXXX p.m. I was ecstatic it got cancelled and they requested the same paperwork they were already in possession of. My rate lock was renewed twice and finally XX/XX/XXXX, I was contacted, and she started telling me I needed more of the same, I had it. I said forget it I couldn't believe what had just occurred. Currently I am getting my refi done and the Mortgage Banker asked, why didn't your refi get approved? I honestly didn't know, so I called XXXX XXXX and she said, " I couldn't believe it, it was not being approved because the work in the basement wasn't complete ''. I didn't know what to say XXXX XXXX as well as me knew that from the beginning of this application this had been made perfectly clear. I respectfully request that my appraisal fee be refunded and that my late fees for the past XXXX months be reversed, and that XXXX XXXX be in charge of making this happen. Also transfer my VA appraisal to XXXX ( See attached ) Respectfully Submitted, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mon, XX/XX/XXXX, XXXX AM ( 2 days ago ) to stan.middleman XXXX XXXX Middleman, I sent an e-mail to you on XX/XX/XXXX. However in reviewing that email I realized that it was not adequately explained why I mentioned the refinancing of my XXXX XXXX XXXX. I did so with the suggestion of your mortgage banker. He said that would pull my loan to debt ( % ) ratio to a more prefered result ( 32 % ) if I recall correctly. I did so ( Refinance ) and when ( XXXX XXXX XXXX ) XXXX XXXX XXXX called me. I let him know that I had lowered my car payment from {$430.00} to {$300.00} monthly payment as it was suggested to my by the first loan officer. I let XXXX XXXX know the loan was no longer with XXXX XXXX XXXX XXXX, but was at XXXX XXXX XXXX XXXX. He took down the relevant and necessary information and then called me back at least two to three more times to seek the exact same information. I hope that this letter helps clarify the first letters mentioning the refinance and clears up why the refi was mentioned. If anymore questions pop up please don't hesitate to call. Thanks A gain! XXXX 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: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage repeatedly contacted us by email, phone and mail for months about refinancing our existing mortgage with them. We finally gave in because we were told it would be a fast, seamless process, since we are existing customers and we could take cash out at closing to consolidate debt. XXXX XXXX, a loan officer with Freedom Mortgage, told us it would take 4-6 weeks to close our refinance. We began the process XX/XX/XXXX, and it is now XX/XX/XXXX, with no closure in sight. We have gone weeks on end without being able to contact anyone working on our loan. Our daily emails and calls went unanswered. We submitted confidential information containing our SSNs, wages, checking account information, etc., for it to be ultimately lost and having to start over completely with a new representative. Freedom Mortgage refused to give us a secure place to upload documents but instead suggested we encrypt the emails containing privy info. Anyone knows that when you never encrypt emails, but then suddenly encrypt 1 or 2, it is a giant red flag to hackers. This is not a secure or safe recommendations to customers and puts someones identity in danger. We paid {$300.00} for an appraisal that is now moot and lost for good because there won't be a way to continue with the refinance process as they are asking for cash at closing, even though its a cash out refinance where we should be receiving {$17000.00} in cash at closing after paying off a second mortgage. We have an email from a customer service rep promising closure by XX/XX/XXXX. Never one time was cash to close mentioned to us throughout the process of this nightmare. We were under the impression that closing costs would be deducted from the net cash we'd be receiving at closing. The lack of response to our emails and phone calls is one thing ( just frustrating and unprofessional ) but to promise a seamless closure in 4-6 weeks, losing very confidential documentation, transferring us to multiple representatives and having to supply confidential documentation again and again, and dragging us, our family and credit, through the mud for months with no communication, no accurate truth in lending statement or explanation thereof, is a complete bait and switch and failure on the part of Freedom Mortgage. Freedom Mortgage is conducting negligent business practices, common-law fraud, unjust enrichment advertising practices, all while subjecting its customers to privacy law violations, putting customer credit and identity profiles at risk.
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: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Today ( XX/XX/22 ) we received a letter in U.S. mail advising us that our mortgage has been transferred from Freedom Mortgage Corporation to XXXX dba XXXX XXXX, effective XX/XX/22. Upon looking up XXXX. XXXX to see about setting up an online account, I found this press release from the Consumer Financial Protection Bureau ( https : //www.consumerfinance.gov/about-us/newsroom/consumer-financial-protection-bureau-multiple-states-enter-settlement-XXXX-unlawful-servicing-practices/ ) and read the accompanying legal documents describing the consumer financial laws violated by XXXX, causing substantial harm to the borrowers whose mortgage loans it serviced and the {$85.00} million dollar settlement that XXXX was required to pay out. Horrified that we were being required to do business with a company that had shown itself to be untrustworthy in their mortgage servicing practices, I immediately called Freedom Mortgage to find out what my options are - can we stay with Freedom Mortgage or be transferred to a mortgage company we could trust? One XXXX could not tell me from where the decision to sell our mortgage had emanated- he had some vague idea that it was a bank. Why should a mortgage company or some shadowy, unnamed bank have the power to make these decisions irrespective of the consumer 's wishes? After speaking to 9 different people and being told over and over that there was a ) nothing they could do since the transfer was already complete ; b ) this is just the way mortgages are handled ; or c ) to stay with Freedom Mortgage we could refinance for a worse deal than the one they gave us 6 months ago, we decided that our only option was to lodge a complaint with your bureau. HERE ARE OUR MAIN ISSUES : 1 ) We were not informed of this transfer before it was a completed transaction. 2 ) We are not being given any choice in the matter of who we do business with in this repayment of our largest debt. 3 ) We should not be forced to do business with a company whose business practices we can not trust. 4 ) If this is the way that the mortgage industry does business, then it should be forced to change. How should we handle this going forward? Since we don't want to deal with XXXX, we offered to continue making our payments to Freedom Mortgage, but we were told that they could not accept payments after XX/XX/XXXX. What do you advise? Thanks in advance for any help you can give us in resolving this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: it is my understanding that the mortgage company has to provide 30 days notice when changing service providers. However, I received a letter on XX/XX/2022, that FreedomMortgage has transferred the loan effective XX/XX/2022, to XXXX XXXX XXXX XXXX XXXX XXXX. In addition, the letter was dated XX/XX/2022. Since I have ACH/electronic payment scheduled, I may have to pay the mortgage twice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A