Date Received: 2022-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 and XX/XX/2021 payments from my Escrow account were payed to the wrong parcel number. The amounts were XXXX and XXXX respectively. My mortgage company is Freedom Mortgage and they didn't even know a mistake was being made until I received a past due notice from XXXX XXXXXXXX Real Estate Tax Office. Freedom mortgage then payed the correct parcel number from my escrow account which caused my escrow account to be lower than it should. To remedy this they are charging me a higher monthly payment to catch up my escrow balance to where it should have been. When I asked Freedom Mortgage to contact XXXX XXXXXXXX Real Estate Tax office they did, however they followed up with me to let me know they couldn't fix their mistake and that I needed to call and ask for a refund. It was only when I reached out to the tax office that they informed me that there wasn't just one incorrect payment but two, costing me more than XXXX XXXX dollars which was pulled from my escrow account and paid to the wrong person 's account. Not only did Freedom mortgage make a mistake, but they weren't able to fix their mistake. Therefore I had to handle their mistake with the tax office and in the interim I would be charged a higher monthly payment until I fixed their mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23452
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: FREEDOM MORTGAGE INC reported a late mortgage payment for the month of XX/XX/XXXX which is a negative mark on my credit score. The payment was late due to their entire website being under maintenance for all of XXXX and most of XXXX. Their website being down disabled all attempts at making a payment through their archaic website that looks to have been developed in the late XXXX. I took proactive measures with FREEDOM MORTGAGE INC to resolve this issue internally, including : offering to sign up for auto-pay with my bank, making advance payments for the months of XXXX, XXXX and XXXX. They outright refused all of my very reasonable requests. I am filing this complaint because they took almost no responsibility for their website downtime ( in XX/XX/XXXX, where everything is digital ), and refused to remove their derogatory mark on my credit report with the three major bureaus. This company needs to take responsibility of having a functional website to accept payments when they have zero leniency on late payments due to faulty web design.
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: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband made our mortgage payment through his credit union on XX/XX/2021. This payment was successfully made and we received a statement from freedom mortgage on XX/XX/XXXX showing that it was applied to the account and all that was owed was for XXXX. Three days later we received a letter on our door saying that the payment was reversed and the account was 30 days past due for the month of XXXX. Upon receiving this notice we contacted our credit union as well as freedom mortgage to confirm that the payment was in fact made. We provided statements from not only the credit union but the federal reserve showing that freedom mortgage did in fact receive the funds of {$1800.00}. In an ongoing battle for the past four months, weve provided multiple account statements from XXXX to XXXX showing the funds were never reversed. Weve spoken to countless representatives whove claimed the research showed a reversed payment and have refused to review the documents provided from the credit union nor the federal reserve. In turn, freedom mortgage has refused to research internally where our mortgage funds have been applied to. Weve had to double pay our mortgage payments, took a false late payment hit to our credit and continue to receive no help regarding this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has repeatedly called me this month asking for my XXXX mortgage payment. However, I paid my XXXX payment on their website on XX/XX/2022. The funds were taken from my bank account and sent to Freedom Mortgage on XX/XX/2022. I provided Freedom Mortgage with the confirmation number they provided me in email and they still seem unable to track the payment. I have attached the email with the payment confirmation number and a screen shot of my bank account to show the payment went out on XX/XX/2022 since my statement is not yet available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95842
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In late XXXX my mortgage co did a loan modification which left us with a difference ( their documents support ) however they applied funds was their discretion. Fast forward to XX/XX/XXXX they sold our mortgage and the first payment due from transfer letter, {$2500.00} was due to the new mortgage co on XX/XX/XXXX, XXXX payment to previous lender was paid and I called in the XXXX payment to new mortgage lender. We paid this payment and about a week later received our first statement from them which said we were behind {$10000.00}., we were shocked! So I called in to inquire ( again ) and they said the loan was too new and it only shows the current balance due as {$2500.00} and to give it a few days to update that all funds from previous mortgage co be applied. About week or so goes by and my door bell rings and there is a lady handing me a letter from this mortgage co. Im astounded that they sent someone to my house instead of just call or send a letter in response I did not like that at all. It simply stated they had been trying to reach me yet NOONE had reached out via phone, voicemail, email or standard mail. I then called to inquire why send someone to my home and not call me and the agent stated they see where I was confused and they agreed looks like there is an error that he couldnt figure out why it says Im behind. He stated he will put in a form to track payments and fees that had been paid/applied and I should receive a letter. I receive a letter that they are reviewing documents however the next month comes I receive that monthly statement ( date XX/XX/XXXX ) which says I owe the normal amount and does not have any past due. At this point I think, " ok they have figured everything out '' ... NOPE... I recieve a letter ( dated XX/XX/XXXX ) now its past due again {$5900.00} and that will be reported to credit bureues ( as if I havent reached out ). Then another letter on XX/XX/XXXX stating im two month behind and my loan is in default. Demanding payment and now {$880.00} in fees.. Again no response to my call with how Im past due when these months were paid and no mention as to this could be from transfer error or lets help look into this. Again I just started with this company in XX/XX/XXXX and have paid these months with them. I call again the agent says she will be able to help and putting in a " form '' and that she will call back with answer, no call... I then receive my statement that has me once again now past due even though last statement sent wasnt.. I call because I cant pay online due to them wanting payment in full ( even funds that are in suspense that are not applied ) I pay over the phone and inquire again for help with where I am past due once again providing proof last mortgage co has statement date and amount due and amount past due ( {$0.00} ) on its statement why are you saying Im past due? Agent just states she will inquire for me she cant help. At this point I send a certified letter on XX/XX/XXXX " notice of error '' requesting them respond in writing. -- -- -Nothing. Then this Sunday XX/XX/XXXX around XXXX my door bell rings another hand delivered letter from this mortgage co stating they are trying to reach me and to call them..Im so upset at this point because I just spoke on the phone with them.. I can not get help with this company please help me understand why they are not being transparent about this transfer?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30269
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have sent in all paperwork with this company 's XXXX label that was over-nighted -- we had it notarized by our bank XXXX in XXXX MA and sent it off the following day. As I said this was about XXXX weeks ago now. We come home last night- and I see a envelope with my name and XXXX 's with a stamped confidential logo and it is paperwork we already signed for this streamline loan mod and it got to them. WHY have they not changed their website to show we have signed the paperwork as we were told once they get that they would wipe the old existing past due clear and XXXX why WAS IT POSTED OUTSIDE on A DOOR where anyone could pull it off and read our docs that are PRIVATE!!! We want answers ASAP -- already got an attorney in my firm to look at what you guys are doing, this is not right -- and I want answers because all you do is lie --. Did you lose the paperwork we had notarized and fedexed to you? I would not be surprised as after speaking to your escalation dept you seem to lose a lot. So I tested your sight to make a payment of 500 on XX/XX/XXXX just to see what it would do -- you still have the OLD INFO! -- -when I pay the rest the end if the month if that 500 isn't added and or you take the rest I pay and put it towards an old loan that is not the streamlined one that we signed and got notarized and witnesses for you -- then you will be hearing from an attorney ASAP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02760
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This has been a case of one problem after another and it seems to stem from a huge lack of communication on Freedom MortgageXXXX end, failure to train effective employees, and extreme disorganization all around. We filed for a Loan Modification early in XXXX. After months of paperwork issues, we were finally approved in XXXX with 3 trial payments ( XXXX, XXXX, and XXXX ) and then a permanent modification immediately following the trial payments. We finished our trial payment plan in XXXX, at the acknowledgment of several different customer service agents, notarized the final loan paperwork in XXXX and again in XXXX due to an error on Freedom MortgageXXXX part, and was told we would receive the final paperwork at the end of XXXX and should be able to start making regular payments online beginning XX/XX/XXXX, at which time the foreclosure status would be dropped. That has not happened. Instead, at the end of XXXX I received a phone call saying they had not received the final trial payment, despite having paid it and it being confirmed as received by all the agents we had previously talked to. I immediately emailed proof of the 3 trial payments, and the next agent I spoke to was able to see and confirm that they had indeed received all 3 trial payments. We still never received the final paperwork, and I was unable to make the XX/XX/XXXX payment as discussed. We spoke to a handful of agents in the weeks following who all confirmed that 3 trial payments had been made and was told there was just a delay in the title company. However, in the middle of XXXX, I spoke to an agent who once again claimed that Freedom Mortgage had not received the final trial payment. This agent was able to go through the notes and see that we had indeed made it and he said he would escalate the issue and call me back within a couple days. I told him that I would make XXXX payment when it was finalized because I did not want the payment to get lost in the disorganized mess, and counted as the XXXX trial payment that had already been made. At the end of XXXX, we spoke to an agent who told us that because we paid the last of the trial payments early in XXXX, it appeared like we didnt make the final payment. He said we needed to make another payment to show we could make timely payments, despite having been told by Freedom Mortgage back in XXXX that it would be okay that it was paid early. The agent told me that if I just made XXXX payment, Freedom Mortgage would finalize the modification and it would be done. We agreed to mail the payment ( there was no other way to make a payment due to the status of the account ) but also requested to speak to a supervisor. I proceeded to mail a payment. We were told that a supervisor would call us back. That never happened. By the time Freedom Mortgage had received that payment, the Loan modification had been denied for failure to complete the trial payments ( once again, we made all XXXX! ), the payment was rejected and sent back to us. I was finally able to speak to a supervisor at this point who looked at all the notes and things that had happened and agreed that it should not have been denied. He proceeded to escalate the issue and promised a call back within a week. That was XX/XX/XXXX. I have yet to receive a call back from him or any other supervisor. I did, however, receive a phone call every week from XX/XX/XXXX- XX/XX/XXXX to update us on the status of the account ... and all I was ever told was that Freedom Mortgage was still working on it and would let us know as soon as they had more information. Ive had multiple promises of supervisors calling back ( Not one has ever called ), agents saying the account has put in priority status, agents who say theyll call me if the supervisor doesnt ( no one has ever called me back ), and guarantees that no foreclosure process would be started and that Freedom Mortgage truly was still working on it. On XX/XX/XXXX, during our weekly agent phone call, the agent I spoke to informed me that the reason all this had happened was that our final trial payment had not cleared and was sent back to us. He told me that if I could show proof of all 3 cleared payments, he could reverse all the issues and fix everything that had happened. I immediately sent the bank statements showing the three cleared payments as well as no returned payments to our bank in the months that followed. We didnt hear from Freedom Mortgage, with the exception of the normal monthly statements in the mail, for three months after this. I called them at the end of XXXX and was once again assured that they were working on it and we were not going into foreclosure. During all of this, we were and still are unable to make a payment, our credit is still being dragged through the mud, and have been contacted by the Foreclosure attorneys despite being told that wouldnt happen. At the end of XXXX, we spoke to an agent who informed us that the underwriters had denied our Loan Modification and the appeal back in XXXX and that in order to proceed we would need to start the process over completely. This was the first time we had been told that we needed to start over. It had now been over a year since the trial payments, we had been told over and over again that they were working on fixing the problem, and that there was nothing for us to do. Not one person before this told us to re-file the Loan Modification application. Thats now over a year of fees, interest, and bad credit reports and despite all of that, we proceeded to do what they asked and sent in a new loan modification application, which was once again denied because according to the agent, their system was unable to read the PDF files we sent in. We are at a loss on what to do. We just want to keep our house. We have tried making payments and they will not take them. We have tried to do our part to remedy the situation we got into and yet still are unable to get any results. We shouldnt have to pay the fees accrued from the past year and 3 months. Our credit should be fixed. We did our part. We made the payments, signed the papers, and did all that was asked of us. Freedom Mortgage has caused us so much stress and emotional turmoil because of this and it needs to be fixed!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84044
Submitted Via: Web
Date Sent: 2022-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have submitted all the information requested for our loan modification. ( This is my second complaint ). We sent what they said we were missing when they responded to our last complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 52402
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Me and my wife are having a serious problem with our mortgage company that started in XXXX. We reached out to the Dept. of Veterans Affairs VA Loan Technician and they directed us here. We were acquired by this mortgage company in XXXX and have never had any issues with keeping our account current and maintaining credit scores in the mid 700 's to 800 's until now. To make matters difficult, there are no local offices for us to have face to face contact and their online website does not afford us the ability to review our entire account. For some reason, unknown to us, the mortgage company did not pay our taxes in XXXX for XXXX as they had in previous years. In XXXX, instead of realizing their mistake, they did an escrow analysis that showed we had a surplus and they sent us a refund instead of catching their mistake and paying the taxes. They ended up paying our taxes late in XXXX. I then had to contact them on their error and requested that they release my escrow account. We live in Texas where there is no law requiring an escrow account to be managed by the mortgage company. If they mismanage the escrow account, the consumer can request that the escrow account be released. This has happened to us once before and the escrow account was released. They refused to release the account and stated we owed money that didn't add up. We reviewed our account as far as we could and had questions they could not answer. We continued to make payments in XXXX until they refused to take our payments while disputing the mismanagement of the escrow account. I have continued to make the mortgage payment to myself and ready to pay them the correct amount owed but they refuse to correct a mistake that they created. I paid our XXXX taxes without their assistance. I am not sure what other information I need to submit. Please point us in the right direction so we can resolve this issue. We take great pride in keeping our affairs in order. This is our first and we pray last time we will have to deal with a company that refuses to accept their responsibility for a problem they created. It is very disheartening that a consumer is forced to do business with a company that treats its consumer in the manner in which we have been treated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have disputed this account multiple times with both the mortgage company and credit company ( XXXX, XXXX, XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. This mortgage has been dismissed and it's still showing on my consumer file as open and reporting as 120 days late or more. They are reporting inaccuracies on my file
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98908
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A