Date Received: 2022-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Had numerous conversations with Freedom Mortgage during the Forbearance period to ensure the status of the account. Was told many times to disregard billing statements that were sent in the mail as it was automatically generated and that after forbearance period had ended that the mortgage would reset to the previous status. Received a letter on XX/XX/XXXX. XXXX, with notification that the Forbearance Plan was expiring soon. XXXX, XXXX, XXXX, was sent letter again state that the Forbearance Plan was ending soon, and that we were approved for a XXXX XXXX XXXX to modify your mortgage payment. The terms were that during the Trial Period we would be required to make XXXX monthly payments in the amount of {$1100.00}. It then stated that, If you prefer not to modify your mortgage loan to a XXXX fixed rate loan, please contact us immediately. I called Freedom Mortgage shortly after receiving this letter and was assured that the mortgage plan would automatically reset to it previous status, and to disregard as many of the letters are boiler plate letters. But they must receive every payment at the first of the month. Was also told that it would be ok if we sent payment at anytime with a week after it was due. In addition, it was explained again, that the mortgage would return to the prior status before forbearance was entered. First payment was scheduled for XX/XX/XXXX. The payment was made on that date. A letter from Freedom Mortgage, dated XX/XX/XXXX, was received confirming receipt of the transaction. On XX/XX/XXXX, received a letter from Freedom Mortgage stating that they had not received the required document of the title policy for the property, in which they acknowledged that acquisition of this document was outside our control. XX/XX/XXXX, a letter from Freedom Mortgage was sent stating, they had made an inadvertent error in reporting the status of your mortgage loan account to the credit reporting agencies for the month of XX/XX/XXXX. The second payment was due XX/XX/XXXX. Freedom Mortgage was called, XX/XX/XXXX, to make the payment, yet was charged {$1200.00}, which exceeded the amount stated in the XXXX XXXX requirements. I received a letter from Freedom Mortgage dated XX/XX/XXXX affirming that the payment was received in that amount, upon my request. A package from Freedom Mortgage dated XX/XX/XXXX, XXXX via XXXX . The package stated that it contained, XXXX original copies of a XXXX XXXX XXXX XXXX and one copy for your records. It came to our attention that the copy for our records did not have a complete set of copies. The letter also stated, Failure to execute and return both original copies of these documents within XXXX calendar days from receipt of this package will result in this offer being considered rejected by you. As a result, this offer will be deemed null and void and you will need to reapply for assistance to determine if you still qualify.. In addition to the documents also include your final Trial Period Plan payment in certified funds, in the amount of {$960.00}. It included, The Loan Modification Agreement changes the monthly payment to a total of {$1100.00} due XXXX XXXX, XXXX. At the conclusion of the letter received with the Loan Modification Agreement packet was the statement, Freedom Mortgage Corporation is a debt collector This packet also included a Checklist of Required Documents. Upon receiving this packet. I called Freedom Mortgage and explained to them that we did not agree with resetting the loan back to a new XXXX loan with an interest increase to 3.25 % from 2.8 %. I also expressed that this was not how the forbearance was presented when we entered. I was informed that this was not negotiable, and that the VA sets the rates. I said this is not what Freedom Mortgage presented the Forbearance during entry. I was told that there was no alternative but to reject and then they would re-review. I informed them that I wanted to reject the contract as they stated that, that was the only option that I had. I also asked for clarification about the certified funds of {$960.00} to ascertain if that was in addition the total due on XX/XX/XXXX. I was told that {$960.00} was not due, just the monthly mortgage amount. I also asked for clarity regarding the Checklist of Required Documents and was told that we could disregard it. On XX/XX/XXXX, I contacted Freedom Mortgage to check the status of the rejection and was told that it had not been entered. I then asked to speak to, supervisor due to inconsistent information being given to me about ignoring parts of the contract, no requirement for additional documents despite the Checklist of Required Documents, the inconsistencies of payments that were requested, and the additional certified payment, and that my rejection had not been entered and was told that they would put in a request, and one should call within XXXX hours. On XX/XX/XXXX, I called again to check on the status again, and to inquire as to why I was not contacted by a supervisor. I was told then that the rejection had not been entered. The call then dropped, and I received no call back despite my phone number being on file. Called again and was told that the inconsistencies was due to many of the employees were new and not properly trained. And was again informed that the rejection had not been entered. Called again and asked for the call to be escalated to someone in authority as the information that I kept getting was inconsistent with different people stating different things. Call was then escalated ; it was then confirmed that rejection was entered. I asked for them to send a letter confirming the status. Was informed then that they would need addition documents as requested I explained that this was not a new loan and I refused. Was informed that new paperwork would be mailed. Have received nothing expect a bill with the total amount due. It is my understanding that the CARES Act is supposed to give you the option of deferring the payment to the end of the life of the mortgage, not affect your credit score, and that they cant ask us to pay immediately. In addition, they assured us that entering forbearance would not alter the terms of the mortgage contract ; but would resume at the end of the forbearance period. Thankfully all phone calls were recorded for quality assurance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98311
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are closing on our house XX/XX/2022 and the insurance department at Freedom Mortgage paid someone else insurance premium out of my escrow account in the amount of {$3800.00}. I called on XX/XX/2022 and spoke with XXXX XXXX in the insurance department who helped me identify it was indeed someone else 's policy paid out of my escrow account. She was going to refund the money into my escrow account. Days went by and nothing was done.I would call and email daily for updates. Now we are less than 48 hours before closing and they will not refund my money to me. I have spent a total of XXXX days with XXXX hours out of those days on the phone with Freedom Mortgage XXXX department, customer care, and escalations. Nothing has been done! This is the worst experience I have even encountered. employees are lying to us, hanging up on us, and even cursing at us. They will refuse to let me speak with a supervisor and hang up on me. I am out THOUSANDS of dollars for the escrow mistake PLUS the expenses we are incurred while being under contract to sell and buy our new house. If this is not handled and situated in time for the closing to still take place on XX/XX/2022 we will be suing Freedom Mortgage and XXXX XXXX for the time and money we have spent trying to fix a mistake that was not ours.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39042
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Dear Sir/Maam : I am writing to dispute the following information in my file : Freedom XXXX Home Loan, Account Number : XXXX You will also find this item circled on the attached credit report. The item I have identified is inaccurate because Of the Issues in closing the loan between XXXX XXXX and Freedom XXXX. I am requesting that this item be deleted in order adequately reflect my true credit history on the attached report. We opened escrow on XX/XX/2021 and the escrow office received the payoff amount in XX/XX/2021 the payoff was rejected do you Freedom had made the taxes and the payoff was rejected on XX/XX/2021. On XX/XX/2021, I started to received calls stating that my payment was missed, and it need to be paid asap. At this time, I was unaware that the escrow payment was rejected and returned to XXXX. I was never informed by either of the companies. I am now showing that I have a 30-day late in XX/XX/2021 for a missed payment that both companies stated was not due because of Escrow. The loan was paid in full + the taxes were paid twice. I was told by both companies do not make a payment. I have never missed a house payment!! In my calls to Freedom Mortgage, this has been a very frustrating process to navigate at I have spend hours on the phone and to only be hung on multiple time. When asking to elevate my calls to a supervisor again after being on hold 1-2 hours the calls have been disconnected or I have been told that I will receive a call back have never received a call back. During the process, I was also losing my husband to XXXX and was his full-time caregiver. I truly feel taken as advantage of. I am XXXX ( XXXX XXXX XXXX ) and have been spoken very rudely to by Freedom Mortgage on multiple occasion when trying to resolve this issue. As stated above, I have NEVER missed a payment on my mortgage and feel this derogatory mark is very unjust.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2022-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My property taxes where left unpaid for over a year, Freedom paid {$790.00} in late fees. I understand taxes increase and so does insurance premiums. However, two increases of impound account should not increase my payment {$760.00} monthly. The paperwork I received XX/XX/XXXX, states my new payment will be {$3000.00}. My payment started at {$2200.00} then went to {$2.00}, XXXX and now is {$3000.00}. I'm a 100 % veteran living on a fixed income. I can not pay this new payment! This matter needs to be handled before my XXXX payment is due, please. The VA requires my loan to be impounded. Freedom mortgage obviously, can't manage my impound account. I have spent days on the phone trying to correct your lack of property tax payment. Please help me. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93536
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I just want to start this by saying that my loan is currently under loan modification. I am leaving one mortgage company and in the process of going to another ( freedom mortgage ). All of these phone calls and agents that i spoke with are all on a recorded line at freedom mortgage. On XX/XX/XXXX i called freedom mort. And talked to an agent XXXX about our XX/XX/XXXX payment that was due. On a recorded line he told me that i had XXXX in unapplied funds and assured me that i could use that money to pay for my XXXX payment. I told him that i would call a couple days later to make that payment. On XX/XX/XXXX i called freedom mortgage and spoke to an agent XXXX ( agent ID XXXX ) to make the XXXX payment using the unapplied funds. I paid the XXXX difference and she added the XXXX of unapplied funds to it to complete the XXXX payment. She gave me a conformation number for payment and both of us were aware that this was going to complete the XXXX payment. On XX/XX/XXXX i received a letter in the mail stating that my XXXX payment was never made and that the XXXX dollars wasnt enough for a full payment and that it was placed in a separate account on hold. I called and spoke with XXXX ( AGENT ID XXXX ) i explained to her what happened and after looking through my account she informed me that agent XXXX put the XXXX to interest and not my XXXX payment. XXXX told me that she was going to put in a request to see if the money could be moved but she had to put in a request and that took 2 days to process. The last question that i asked her was in a worse case scenario will this request be denied and she said no it will not be denied. So i got off the phone with her believing what she said was true and i Immediately called freedom mort back and spoke to a supervisor in the escalations dept and spoke to XXXX agent ID XXXX. She immediately told me that basically XXXX who i spoke to in XXXX lied about me not being able to use the unapplied funds for the payment. They were able to pull the recorded phone call and heard him repeatedly telling me that i could use the money. XXXX told me that since my loan was under modification the money couldnt go to my payment that was due. I informed her that i had spoke to many agents from freedom and none of them mentioned this to me. So now due to their mistakes and lies i am behind a whole payment. On XX/XX/XXXX agent XXXX called me and told me that she was working with another supervisor named XXXX the mitigation supervisor and XXXX agent ID XXXX to see if they could do anything but they called me the next day and told me there was nothing that they could do and that i was behind a payment. I spoke with 3 freedom mortgage agents on the phone and none of them are telling the truth. They misinformed me that i could use that money for my XXXX payment and even gave me a conformation number. I dont trust giving freedom mortgage anymore of my money because Im not sure of where its going.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2022-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This was a refinance - no equity - lower interest from XXXX to XXXX only- I received call from loan officer XXXX XXXX XXXX XXXXFreedom Mortgage asking me If I wanted to take advantage on refinancing at no cost. XXXX confirmed Freedom Mortgage would absorb the refinancing costs and it would be noted as lender credits in the closing docs Please see enclosed - Closing Docd XXXX bill ( old loan ) Loan Amt {$140000.00} / Escrow Balance {$3600.00} XXXX bill ( new Loan ) Loan Amt {$140000.00} / Escrow Balance {$1000.00} XXXX bill ( new loan ) Loan Amt {$140000.00} / Escrow Balance < $ XXXX Complaint # 1 if it was no cost New loan is {$140000.00} - old loan {$140000.00} - < $ XXXX where was the difference applied. They took my previous escrow of {$3600.00} and applied to old loan to lower payoff balance Part of the < $ XXXX is + {$1000.00} noted on XXXX Bill put in new loan escrow as a cushion. I want the adjusted - {$1300.00} applied back to my account or provide where this went? Complaint # 2 if you review my closing docs ( under old loan ) they deducted {$4700.00} for State and school tax. If you review my new loan they deducted for state and school tax. The taxes have been taken twice. XXXX escrow bill is negative < $ XXXX. I called and they told me it was taken for taxes. I explained it has been taken twice. I want refunded {$4700.00} plus the accrued interest lost during this time effective from closing XX/XX/2021 until they refund the monies to either myself or apply it to my current escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77339
Submitted Via: Web
Date Sent: 2022-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced my home mortgage with another lender and closed on XX/XX/XXXX. The mortgage to be paid off was with Freedom Mortgage. The disbursement date was XX/XX/XXXX. Around the same time, the servicing of the Freedom Mortgage mortgage was transferred to XXXX XXXX. Freedom Mortgage was paid in full ( {$340000.00} ) as part of my refinance but the funds were never transferred to XXXX XXXX to close out my mortgage with Freedom. I am now receiving late notices from XXXX XXXX due to the fact that Freedom did not close out the loan nor transfer payment to XXXX XXXX to close out the loan. I have called Freedom Mortgage repeatedly ( XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XX/XX/XXXX XXXX XXXX. I have also faxed a copy to Freedom Mortgage of the wiring info showing payoff payment information ( copy attached ). I have spoken with XXXX XXXX and they still show my loan as open with them. Freedom Mortgage has been uncooperative with no direct phone number or email address to assist in resolving this matter. I continue to contact Freedom Mortgage on a daily basis and I am constantly placed on hold with no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Freedom Mortgage Company Hurricane IDA Forbearance Program misleading explanation on the Program by Freedom Representative : Here we go! I was contacted the week after Hurrican IDA asking if I was affected by the storm. I explained that we had numerous trees down and several on the house. The Rep. told me that she was new and proceeded to inaccurately explain the Forbearance Program to me. She said that it was a 90-day program and they would halt my mortgage payments for that time period and at the end of the 90-days, they could extend, if needed or end the program. She said that the missed payments would then be added to the end of my mortgage. For Example, if I had 15 years remaining, I would then have 15 years plus the three missed payments. It made sense to me and I was not sure what the status of my company was going to be after the storm, so I said that it sounded good to me. I took advantage of the program and missed the one months payment and then continued to make my mortgage payments by the XXXX of the month, as I have for the duration of my mortgage obligation with Freedom Mortgage. I began receiving weekly calls 30 days later asking how everything was going and if I was planning on making my mortgage payment. I told them that I only took advantage of the forbearance program for the 1 month and that all was back to normal and I would be making my payment by the XXXX as usual. During these weekly calls, nobody every said anything about me being behind a payment and that I needed to make the missed payment, as well as my current payement, they simply acted as though it was a courtesy call. To my surprise, I received a Credit report on XXXX and when I opened it I found a delinquent mortgage submittal by Freedom Mortgage for the one missed payment. I immediately called them and spoke with someone expressing my concerns. I pride myself on never missing a payment, nor being late, with a credit rating of high 700+ and with this delinquent credit submittal, it dropped me down by XXXX points to high 600+. I have worked hard in my life to build great credit and this fraudulant submittal is unacceptable and has ruined my credit. I was told at that time that I was misinformed of the forbearance program and needed to pay the delinquent payment or they could send me a packet to complete and return to make arrangements. The lady informed me of being able to keep the missed payment into a seperate lean account and that if I would ever sell the home, this lean could be paid off at that time. I waited for the packet for about 3 weeks and upon receipt of the packet and attempting to complete the packet, if there were 30 pages in the packet, 90 % of them did not apply to me. They were asking for things like how much we spend weekly on groceries, fuel, etc. I completed what I could and forwarded to the address that I was given. I received my usual weekly call and explained to the rude lady that I had completed the packet to the best of my ability and had sent it in. Frustrated at this time, I asked the Rep to speak with a manager. She gave me XXXX ID # XXXX who I spent XXXX hours on the phone with. She explained to me during our call that their was no way to call her back and therefore she had to keep me on hold while she researched the situation. Her recommendation was to try and re-initiate the forbearance program, due to the bad credit rating and she also said to not worry about the late fees. That was several weeks ago and again, I received a call the week of XXXX from XXXX ID # XXXX and again, I have to explain the situation to him. They are obviously making courtasy calls and do not read any of the notes. He was able to message here on their internal message system and he told me that she was in training and would get back to me in the next couple of days. Again on XXXX, I get the weekly call and again I have to explain the situation to the Rep. He was able to pull up the notes and verify my story. He told me that XXXX was waiting on approval for re-initiating the forbearance and I would probably hear from her, once this was approved. I the mean time, I continue to receive weekly calls and I still have a negative report and late fees on my account. First off, I was totally misinformed of the forbearance program. ( They tell you that they are recording the conversation for quality assurance/I am sure that they can review the call and see that I was in fact misinformed of the program ) Secondly, nobody every explained anything when they called me on a weekly basis and were simply going through the motions and each person acted as though it was a courtesy call ( They definitely need major training internally ) Thirdly, they submitted fraudulent delinquent credit rating without informing me first. Latly, on top of everything else, they have the nerve to tack on late fees for their mistake. In all of my dealings with mortage companies, I have never dealt with as unprofessional a company as Freedom Mortgage. I will continue to do everything in my power, including legal action against them to get this resolved, as soon as possible. Feel free to review my credit rating, if this capability is available to verify the validity of my credit rating. Thank you in advance for any assistance that you may be able to provide.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70471
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage has been negligent of their responsibilities of handling my loan ; due to Covid-19 restrictions, we opted into the Covid-19 forbearance until we could establish financial options back in XXXX of 2021. In XXXX of 2021, we contacted freedom mortgage to re-establish payment and opt into the VA partial claim loanXXXX Freedom Mortgage sent us documents about the VA Partial Claim Loan in XXXX. However, the documents were not reflecting a modification to our escrow, as I am exempt from paying NJ state property tax as I am 100 % VA XXXX. Upon speaking to a Customer Service representative with Freedom Mortgage, I was advised not to sign the documents, the Freedom Mortgage Associate would request new documents. Each week following, I contacted Freedom Mortgage requesting new documents each time ; Ive been on hold for over an hour given a generic statement that the papers are being prepared. Additionally, each time Ive been given the run-around, those papers are under review and being prepared to be sent out. Freedom would further state, there is an issue with the escrow, and countless other excuses. It has been XXXX months since requesting documents, and the problem hasnt been resolved. My wife and I feel emotional distress from this as we have witnessed people driving past our house taking photos, and our neighbors have reported this to us and provided Plate numbers. Upon researching it, I have discovered this is a tactic from mortgage lenders.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2021, Freedom Mortgage offered me a " streamline VA refinance '' on my mortgage. I believe that I closed on that sometime in late XX/XX/2021. I believed my 1st due payment on the new mortgage was in XX/XX/2021 based on verbal information given to me by Freedom Mortgage. As a result, I did not attempt to make my new mortgage payment in XXXX and was considered 30 days late in XX/XX/2021 and XX/XX/2021. Having actually paid my XX/XX/XXXX payment in XXXX, and my XXXX payment in XXXX- I did not discover that I was actually 1-month behind until early XXXX and then made two payments during the month of XX/XX/2021 to essentially " catch up '' on my payments. I'm requesting a 1-time goodwill gesture on their part to remove the 30 day late entries on my credit report for XXXX and XX/XX/2021. I've taken the necessary steps to ensure there are automatic payments made at the first of each month to ensure there will never be another late payment. I realize that this is not something that Freedom Mortgage has to grant, but this goodwill gesture will greatly increase my standings and ability to gain positive traction with my credit score. I also admit that it was entirely my responsibility to know when my mortgage payments were due, and this was entirely my fault, but I'm hoping and praying there can be an act of goodwill and faith in my continued business with them and holding my mortgage with their company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A