Date Received: 2022-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a retired Veteran who is 100 % Permanently and Totally XXXX. My mortgage has been sold on XXXX occasions and landed with FREEDOM MORTGAGE currently. Since XXXX of 2021, XXXX has been attempting to escrow for property taxes that I am exempted from paying in the state of Florida. I have sent them on several occasions, the documentation that reflects my exemption, however, they have repeatedly ignored the exemption and continue to add to the escrow amount for taxes. Freedom Mortgage fails miserably in serving Veterans and takes advantage of their muddled and delayed processes to get resolution on such matters. They have attempted to change the parameters of the original loan and are in violation of federal laws that are designed to protect Veterans against such surreptitious lenders
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: 2022-02-18
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: Since XX/XX/2021, I requested that Freedom Mortgage take a mortgage loan in my name off of the COVID forbearance it had been on and to proceed with a Stand Alone Partial Claim, according to the CARES act provisions. However, to date Freedom Mortgage has failed to do so. For over a year they have sent me conflicting information and HAVE NOT sent me the final documents required to process the Stand Alone Partial Claim, which I signed for back in XX/XX/2021. I have called Freedom Mortgage many times, the last time in XX/XX/2021, in the hopes of resolving this issue. Each time they stated they put in a request to have my account reviewed by loss mitigation department and that I would be sent the correct documents. However, this has yet to happen. Be advised, that since XX/XX/2021 Ive requested that Freedom Mortgage provide a lawful validation of debt, and although this request is still in progress, I have always been willing to resume and make mortgage loan payments. For clarity, heres the last email correspondence I had with Freedom Mortgage on XX/XX/2021 regarding this matter ( Ive attached to this complaint the documents referenced below ) : The document you've included dated XX/XX/2021 is in fact the document that was sent to me via XXXX and that I received. Just as I explained to the Freedom Mortgage representative XXXX during our conversation yesterday, the documents sent to me are not related to a PARTIAL CLAIM. In fact the document you are wanting me to sign is for a COMBO LOAN MODIFICATION and PARTIAL CLAIM, which I will not move forward with. I reiterate I have not received documents via mail to sign for PARTIAL CLAIM. For months now I've spent hours over the phone trying to figure out why I keep receiving conflicting information and requesting that the PARTIAL CLAIM be processed accordingly. However, nothing gets resolved. To give clarity on the false and misleading information Freedom Mortgage has provided to me, I am attaching the following letters which were sent in relation to this matter : - XX/XX/2021 : Combination Partial Claim & Loan Modification ( only eligible ) - XX/XX/2021 : Stand-Alone Partial Claim ( only eligible ) - XX/XX/2021 : Loan Modification ( only eligible ) - XX/XX/2021 : I sent the signed agreement to the Stand Alone Partial Claim via email ( also attached ) - XX/XX/2021 : Letter stating I submitted everything required that was within my control and that Freedom Mortgage was waiting on Title Policy for the subject of property and that I would then be notified of my Loss Mitigation options. - XX/XX/2021 : Loan Modification ( only eligible ) - XX/XX/2021 : Stand-Alone Partial Claim ( only eligible ) - XX/XX/2021 : Loan Modification ( only eligible ) - XX/XX/2021 : Received via XXXX a package for me to sign and complete for a Combination Loan Modification and Partial Claim. With that said, I am demanding that this situation be resolved sooner than later, given the severe emotional distress this is causing me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: last XXXX around XXXX we where coming out of XXXX which we never needed but somehow where part of it.Thats another long story. Freedom Mortgage mailed us All Documents to be sighed and notarized with all new rates and new restructured payment, Our Notary Person noticed XXXX names attached to the loan. We never heard of the names or ever meet the persons in XXXX XXXX XXXX XXXX and XXXX XXXX. which you will see in attached photos. I still have the raw documents in possession. When we contacted the point of contact XXXX from Freedom Mortgage he said thats how its done now and we need to sign or we will default on the loan. We called him out in a scam and we never heard back from him or Freedom Mortgage office. Months later we even gave Freedom Mortgage another chance and to refinance with them since they Have all of our info and it would be much easier and quicker. You would think XXXX. Again that another long story but XXXX make it short. They started the process but drop us without any explanation. I do have an dkept all the email transcripts between the loan XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32159
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to refinance my mortgages with Freedom Mortgage. Both mortgages were transferred to them from XXXX XXXX in 2018. I have never missed a payment with XXXX XXXX or with Freedom Mortgage. In fact, I have been paying {$200.00} extra on Loan No. ending in XXXX and I have a good credit score. I wrote to XXXX XXXX, CEO, at Freedom Mortgage. He never answered. He just mailed me form letters that stated that I was an ineligible applicant. Did not state why. I sent you copies of my letters. You told me to file a complaint on your website. This was very discouraging. Freedom Mortgage refused to refinance my loans and after I complained to them they decided to sell my loans to XXXX XXXX.They sold my loans after months of charging me a high rate of interest. I really don't think that they are an honest company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90241
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX had my mortgage and sold it to Freedom Mortgage in XX/XX/2021. I was not aware of this. I continued to pay XXXX XXXX on time each month. The 1st 2 months it was ok because by law stating the lender has 60 days to forward to the the newest lender if I would send it to the wrong one. I live in XXXX, WI XXXX. BUT I use an XXXX, WI address for receiving all mail. XXXX XXXX was aware of this but when it got sold to Freedom mortgage XXXX XXXX did not let Freedom Mortgage know that the mailing address had a different city & zipcode compared to primary residence. Athelstan post office does NOT deliver mail. XXXX, WI does. The paperwork did not go to the XXXX, WI Address. Hence I missing 5 months worth of payments that reduced my credit score drastically by XXXX XXXX. I found this out when I received an alert from XXXX XXXX to check my credit and found out Freedom Mortgage now had my mortgage and showed i missed 5 payments. My bank XXXX XXXX was sending my checks back to me uncashed. I could not figure this out til it was too late. Damaged has already been done. My lender who refinanced my VA loan helped me straightened it all out as to catching up with my payments YTD and who to pay now, Freedom Mortgage. As you can see with the letters I have attached they all show XXXX address. I would not have received these. I did clear this up with Freedom Mortgage once i paid the YTD in full to show up to date mortgage payments. Biggest thing is how can we fix my credit and reimburse the late fees and costs.?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 541XX
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hi my name is XXXX XXXX I was very ill and I apply for a forbearance and last year I start my process to start my payments and I qualify for a loan modification I send all the documents notarized and they send it back because it was a problem I fixed and send it back and they tell me to start making payments wich I did I start in XXXX XXXX until present but I dont see my account been fix I call many times but no body help me and I dont know we're the money is going is 6 months I been paying but Fredomorgage don't give me a answer every one has different excuses and explanation please help me my number is XXXX XXXX thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07424
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage has consistently sent letters suggesting that I can lower my mortgage rate by refinancing since XXXX. In late XXXX XXXX XXXX I spoke with someone at the company about the process and what would be required to refinance from an FHA loan into a conventional loan. I was told it was a simple process, would not require much work on my end and we could close in XXXX. When I started the process in XXXX the employee who originated the loan overvalued my house. We were not told that we would have to have an appraisal done- in fact the original person indicated we could have an appraisal waived. Since XXXX we have sent in document after document and theyve been lost by Freedom Mortgage every single time. I've had multiple people assigned to this loan and no one can give me clear answers on what's going on with the loan. Because the originator overvalued our home and the appraisal came in " under value '' we were contacted by Freedom Mortgage letting us know that this would cause some issues with the loan and it might be better to just restart the process. After confirming that it might not be that big of a deal and would only impact escrow we moved forward with the original loan package. It was once again, reassigned. During this time we've been repeatedly asked for documentation showing that we have cash to close, despite repeatedly telling Freedom Mortgage we were interested in rolling that into the loan itself. We are now almost three full months after this initial process and we are once again being told that we have to provide documentation and cash to close - even after signing paperwork that rolled that cash into the loan on XX/XX/XXXX. I have tried to contact managers, consumer advocates, the loan originator on file and have not received timely responses or answers regarding why this package is so messed up or whats going on. It does not seem as if Freedom Mortgage has lenders that are truthful or if they even know what's happening with our loan. They consistently lose documents, have not honored the loan package we were sold, have not communicated the why behind the loan we are being sold, selling us this experience as an easy and fast process that will lower our monthly payment and at the end of the day I may not even be able to complete this process because of their inability to do their job.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 99504
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: First, my mortage was sold to Freedom Mortgage XX/XX/2021 without my knowledge. I want my mortgage moved somewhere else. The Interest rates are extremly high and customer service is a JOKE! It took 3 weeks for a escrow analysis. I was given 3 different dates to have this completed and each time, the representative told me that the documents were not uploaded and that it would be taken care of today. I decided to refinance for a lower interest rate and cash out option. Loan Officer XXXX XXXX and discussed refinancing from XXXX to XXXX with cashout $ 20k for home repairs and load goes from {$690.00} to {$590.00} and changed from FHA to Conventional Loan. XXXX did a soft and hard credit check, completed application and never receive a call back within the 20-30 minutes I was told. 2 days later, I called and was told it was denied but of my credit card being XXXX points under their threshold for the loan... what a crock. He was rude and said application denied and there is nothing we can do about it. I do believe race is a factor in this given I had to give them my information. If I was a different race ( privelaged ), XXXX points would have not been a factor! After speaking to at least 7 reps, I get the run around. I was told the loan was pending. I was told the application for in escalation status and would be given a call from a manger. Well, I have heard that 3 times already and never received a call back. I am tired of hearing that things will be taking care of today! It's never today, it's never tomorrow, it's never the next day... Freedom is a NEVER mortgage company! I would give - 10 stars if allowed. Freedom Mortgage doesn't care about it's customers. They are not a fair company. I am currently looking for another lender. I highly recommend choosing another company that cares about you and your home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44305
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello I had a loan serviced by Freedom Mortgage. They claimed to issue an XXXX refund of {$5600.00} on XX/XX/XXXX. I never received this payment. I called in early XXXX and was told that I would receive a replacement check by XX/XX/XXXX. I never received the check. I called on XX/XX/XXXX and was told they could not reissue the check since there is a new servicer, XXXX. Its not been almost XXXX months and I have not received my money and I keep getting bounced around with no line of sight of my money. I cant keep spending my time chasing this down
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/22, I scheduled a mortgage payment online with Freedom Mortgage. In the same computer session, I immediately canceled the pending payment because I realized I had to make it for a few days later ( which I canceled and scheduled another for XX/XX/22 ). I canceled this payment literally less than a minute after scheduling it, but the money was still withdrawn out of my account 5 days later and the other payment scheduled for XX/XX/22 was applied as well. I called the mortgage company when I noticed that there were two payments applied to my account in XXXX and the rep told me that I would need to conference a rep from the bank that holds my checking account or provide them a statement that shows duplicate payments were taken out of my account before they would refund me my money! However, this is theft! I have a right to immediately cancel a pending payment, less than a minute after I made the online payment, so forcing this payment to still go through after the cancelation option was still available is theft! I have had nothing but problems in the two months this company has been servicing my loan and something must be done about it to stop them from continuing these deceptive practices!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43206
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A