Date Received: 2022-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedoms Mortgage is the company. I have an escrow account attached to my monthly bill. Last year the escrow was short, so they increased the monthly amount. I called on XX/XX/22 and discussed this, saying I could add the remaining balance to my escrow, and that I could then keep my monthly postmen, and to call back on XX/XX/22 to confirm. I called back and was told an escrow review would need to be done before the payment can officially be changed back, and to call on XX/XX/22 for an update on the results of the review. I called on XX/XX/22 and told the review was submitted, but never followed through, and it would take 4 business days. I called today XX/XX/22 as instructed, and was told the increased monthly bill can not be changed, even though I paid the balance on the escrow ( which was verified ). I was told there is nothing I can do, there is no way to get my payment lowered. I am frustrated, at the end of the year, my escrow account will be over the allowed limit, and they will have to refund me money, and probably increase my payment again. I am just trying to keep my monthly payment the same as it was..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Attempted to refinance my mortgage with Freedom Mortgage in XX/XX/2021, applied, and was initially accepted. Looking to refinance because my father was dealing with end stage XXXX XXXX XXXX XXXX XXXX ( he passed XX/XX/XXXX from it ), and I was looking to not only pay off my debt, but also to assist him with the excess ( fall risk/needing constant care ), etc. with whatever was left over. So, XXXX documents sent to me and signed, statements from agents about rates, estimated loan rates and costs, etc. Everything was going ok, delayed somewhat, multiple requests for information, 30-day payoff letters for debts, XX/XX/2021 - {$95.00} XXXX ( termite inspection ) that I paid for as well as XX/XX/2021 - a {$300.00} home inspection that I paid for on XX/XX/2021 ; that was claimed to be what was holding up the process and needed, and did all of that. Around XXXX there was an email from an agent, XXXX XXXX, claiming that the underwriter had found a judgment in favor of XXXX, " please provide proof of payment ''. I am not a customer of XXXX, no accounts ever, etc. But I contacted them, talked to their agents who found nothing with my information after SSN search, name search, etc. but they could not provide this to me in letter form due to me not being a customer ever and I explained all of this to the mortgage company agents as well as their supervisors through emails and phone calls; gave them all contact information for XXXX also. It was returned as stating " the underwriter rejects your explanation ''. The XXXX agent then told me to ask for proof of what the underwriter was seeing. I did this, sent it in email to multiple agents. The next week after sending it I was sent an email by Agent XXXX XXXX containing another DocuSign but it was a credit denial letter, dated XX/XX/XXXX, but sent to me XXXX XXXX After being drug along for months, the statements of what was allegedly still needed from mortgage agents, and documents beforehand, that gave no indication anything was amiss whatsoever, until the random " underwriter '' issue arose and was never explained ; nor was I ever provided proof of what they said was a judgment even after requesting it over phone as well as through email. Instead, once I asked for proof of what the underwriter was allegedly seeing, I was sent a 3 month old credit denial letter after paying {$390.00} for services for something I was constantly told would happen. Over 40 emails, numerous phone calls, being told not to contact other lenders or incur credit inquiries during the process, all just full of seemingly false statements by mortgage agents seeing how I was never informed until XX/XX/XXXX of a credit denial letter dated XXXX XXXX. Deceptive lending at best, and at the end of it all my father died before I was able to help him at all as well as being out of pocket {$390.00} for false and deceptive practices by my mortgage company.
Company Response:
State: KY
Zip: 40511
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I began the refinance process of my primary home FHA 30 year loan to a 20 year conventional loan with Freedom Mortgage on XX/XX/2021. Freedom Mortgage is my existing lender and has been my lender for almost five years. XXXX have been very responsive and provided information requested for the most part within 36 hours. I was out of town XX/XX/XXXX through XXXX. XXXX XXXX was the customer advocated assigned to my loan XX/XX/XXXX through XX/XX/XXXX. On the XXXX he told me everything was in order and I would hear from the scheduler around XX/XX/XXXX to select a closing date. On XX/XX/XXXX, XXXX XXXX emailed she had been assigned as my customer advocate and she began requesting information that had already been provide. I had a telephone conversation with XXXX on XX/XX/XXXX. She told me I needed to pay closing costs because I had a second mortgage on the house. I told her I did not and had never had a second mortgage. I asked her why the terms were changing. She did not provide response. On XXXX, XXXX I requested a status update. I called customer service and spoke to an escalation specialist on XXXX, XXXX. She listen to my run of the history and my expressed frustration regarding good information being provided. She told me my loan was being worked and hopefully it would close soon. On XX/XX/XXXX, I emailed the CEO requesting assistance and sharing my experience. On XX/XX/XXXX I was sent documents to extend my locked rate until XXXX XXXX. I inquired about the date as it was a little more than a week. I was told it was anticipated my loan would close. On XXXX XXXX I was sent documents to extend my locked in rate to XXXX XXXX. On XX/XX/XXXX, I was called by XXXX XXXX. Today, I was called by XXXX who informed although it was previously determine an appraisal was not needed ; one is now being ordered. So, my loan will not proceed to closing until after the appraisal. I asked why now is an appraisal needed? She said she would have someone else call me because that is something she can not discuss. We are just about at the 90 day mark. Freedom Mortgage has moved my loan to different teams at least 3 if not 4 times. I believe it is for the purpose of stalling and delaying closing. Delaying my reducing the interest of the existing loan that they profit. Interest rates have increased since XXXX. It is for this reason I have continued. I am not being treated fair and equitably by Freedom Mortgage. I have try to work within their existing structure to resolve the issues and have not been able. I am seeking advocacy and assistance in getting my loan to closing promptly as timely would have been in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2022-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Started a refi, initiated by Freedom Mortgage, our existing company, on XX/XX/21. Numerous roadblocks and hurdles, some of which make sense and some are a mystery to me. Received someone else 's paperwork via mail during process. Call placed by workers apparently working from home, using cell phones not connected to company, who introduce themselves and ask for private info so I can prove who I am. When I refuse and call the main line passed from person to person without end. Refi still not done. Told today via email that I must pay off my HELOC with another company because Freedom Mortgage will not honor subordination agreement from my credit union ( standard agreement that credit union states they have used many times with this company and others ) because Freedom Mortgage wants the subordination agreement to say that the mortgage agreeement can increase to an unspecified amount because " of the CARES Act ''. I've tried to reach someone at Freedom Mortgage to ask for more information and have been unsuccessful. Biggest concerns : Shared someone else 's personal financial information with me Ask me for my information on a " unsecured line '' Unprofessional communication/passing me from person to person and giving reasons that don't make sense...
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: 2022-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of 2021, I applied for a refinance of my mortgage. I accepted the interest rate of 2.75 %. I am a XXXX XXXX. I might be away from home as much as 3 months a year. I have a mail box at a XXXX XXXX that I use as my mailing address. They collect and forward my mail to wherever I am working. The refinance reps wanted a bill that didn't show my mailing address but only my residential/mortgage address. I sent or uploaded my water bill. I was told by my refinance rep that my file was complete and it would take about 60 days for the new interest rate to take effect, probably XXXX. When I did not see any changes on my XXXX statement, I called to follow up. It was then I was told that my file had been closed because it was incomplete. I asked how it was incomplete, the rep said it was missing the water bill. I explained that i sent my water bill and was told Iwas approved. The rep confirmed that the water bill was there and a part of my file. Then i was told that the file was closed due to fraud. I asked for a explanation but no one was able to give me one. I was transferred to several different reps in different departments, always being told the next rep/department would be able to reinstate my file and give me the 2.75 % I was supposed to get. No one could tell me why my file was closed or what " fraud '' had been committed. No one could tell me why Freedom Mortgage, who called my cell phone everyday while waiting for the water bill, did not call, text, email or write me to say my file was incomplete ( which it wasn't ) or that fraud had been found. Then I was sent to XXXX XXXX. He said he could give me a quote on the current interest rate, since the old one expired. He told me the best he could do was 3.875 %. I declined. What I also found out later is that XXXX XXXX had not given me a quote. He filed a whole new application, without me knowing. This experience has left me feeling deceived and cheated. I've decided to give Freedom Mortgage every opportunity to rectify this situation before I hire a lawyer and start filing complaints to the relevant state/federal agencies, civil rights groups, predatory lending organizations and social media. Can you please help me fix this? Or forward this to the person/department who can?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX we purchased a home, financed by Freedom Mortgage. We worked with loan officer XXXX and asked that impounds/escrow for property taxes and insurance NOT be included in the loan. He assured me that it wasn't a problem, but the impounds showed up on the good faith estimate and later on the the final contracts. Each time we questioned it, XXXX reassured me that it would be removed, post-loan completion, no problem. It's a year later and the impounds/escrow have still not been removed! They originally claimed that the loan needed to be " seasoned '' with no missed payments for a year before they would consider our request. Now they have pushed the " seasoned '' date out to XX/XX/XXXX because that was the first month we received a mortgage statement from them, even though we closed on XXXX XXXX, XXXX. We've paid on time and put up with their delays for a year. In XX/XX/XXXX we began reaching out to Freedom to proactively remove the impounds/escrow beginning with XX/XX/XXXX since that is what they stated they would do. The impounds represent money we could be saving and earning interest on because our property taxes and home insurance are current/paid in full. The reason for our added concern is that, when we went into the bidding process for the house, we -- like a lot of buyers in todays market, bid over the asking price. Fortunately the appraisal matched our bid and so we thought we were good to go. Wrong! Freedom Mortgage Underwriting refused to accept the appraisal and made us pay cash out of pocket for the difference between the asking price and our bid. This is not a typical practice within the mortgage lender community. Appraisals should be honored, but we went ahead with them because we wanted the house and had the cash. By XX/XX/XXXX, Freedom Mortgage was already contacting us via email, text, mail and phone to offer us a re-fi/cash out because -- they now agreed our home value represented the equity identified by the appraiser was real. After much consideration about the re-fi fee 's and with the agreement to get the escrow removed by the new Loan Officer XXXX we decided to go ahead and get the interest rate reduction without bothering about with a cash out. We started the re-fi in XX/XX/XXXX. When you're going through a re-fi or major loan purchase the mortgage lender asks the client not to open any new credit accounts or make any major purchases which is understandable. What is not understandable is that they held our credit hostage for five months while claiming to be working on the re-fi. Finally in XXXX XXXX the appraisal came in at an even higher figure than the original one done in XXXX XXXX. At the end of the day, the re-fi never happened because once again the impounds were included in all of the final documents and we didn't want to go through another 12 months or longer of " seasoning '' a loan. We want to be able to pay the property taxes and insurance directly. The difficulties getting the original loan closed, the unsatisfactory way the re-fi was handled, the continued push back from them on removing the escrow and getting bombarded with marketing offers promising to lower our interest rate and provide cash out immediately after refusing to accept the original appraisal are all examples of their poor business practices. Their practices need to be examined and rectified. We are very concerned that they will never remove the escrow account from the loan ( which is in excellent standing ). This is our money to invest as we wish, not theirs to hold and use.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97504
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started my process to refinance with Freedom Mortgage with the option of cash out XX/XX/XXXX. I was told that this process could take up to 45 days to complete and to stay current with my mortgage payments and not to apply for any new credit. I was prompt in submitting any documents that were requested from me through out this process. Once I submitted my initial paperwork, everything was transferred from my loan officer to a customer care specialist. This young lady 's communication has been poor from the beginning. The only way I was able to get an update or told if more documentation was needed from me was when I called in to check myself. All communication has been initiated by me. There was a time when she was out sick and I was unable to reach at all. My loan officer has tried to get updates and share them with me whenever I reached out to him. I have been asked for my tax information at least 3 times. Verification of employment was needed from my previous employee as well as my current. I am still confused as to why. The appraiser had to come to my home twice because pictures of my attic was needed. The second time he came, I had to find the number and reschedule the visit XX/XX/XXXX. I was told that this was all that was needed. They claimed to not be able to reach the HR dept for the VOE of my previous employee. When asked to provide a contact, I obliged them but them never took the initiative to reach out. I took it upon myself to contact them so that they could submit documentation. At this time this was allegedly the only thing needed to go to final underwriting. That was submitted on XX/XX/XXXX. It is now XX/XX/XXXX and my file is still sitting and waiting for final review. As I stated before all of the extra documentation/red tape that I had to go through was never communicated to me until I called and asked questions. I did all of the legwork on this refinance and submitted every single thing that was asked and I STILL have not closed. It has been over 60 days. No one has been able to give a direct answer on a closing date or when my file will be review for final underwriting. I was under the impression that it was in underwriting and that is why all of this other documentation was requested. It has not even reached underwriting yet to be finalized. I feel like I have been given the run around through this entire process. Managers and customer care specialist do not return emails or phone calls in a timely manner if at all. There have been two kind individuals ( buffers ) throughout this whole process, but it seems that all they can offer is to send emails on my behalf. Furthermore, this is not my first time refinancing with Freedom Mortgage. My first time was a smooth and seamless process, but this time has been beyond frustrating. Again as of XX/XX/XXXX, I still have not closed on my refinance. Tentative Closing date : XX/XX/XXXX XXXX appraisal XX/XX/XXXX Asked to increase home owner 's insurance XX/XX/XXXX 1st appraisal complete XX/XX/XXXX 1st appraisal request property access XX/XX/XXXX Refinance began XX/XX/XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63033
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received letter dated XX/XX/XXXX from Freedom Mortgage who has serviced my loan since XX/XX/XXXX. Letter stated that my hazard insurance expired. Letter also stated that they purchased an insurance policy and that I must pay for the policy but I do NOT have insurance. My policy has not expired or lapsed. Upon calling Freedom mortgage at XXXX, first the company 's automated message does not identify itself as Freedom Mortgage. Secondly, the agents ultimately tells me that the letter is inaccurate and that Freedom Mortgage has NOT purchased insurance on the account. The supervisor says that CFPB required Freedom Mortage to put the inaccurate information in the letter. I called Freedome Mortgage XXXX at ~ XXXX am XXXX. During the call, Freedom Mortgage accesses the insurance company 's database and retrieves the information they need. There is too much fraudulent activity going on for this type of activity to be permissible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2022-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was on forbearance with XXXX XXXX my loan is actually a XXXX XXXX. I took myself off forbearance because I got a new job and was happy to start paying my mortgage again. This was in XX/XX/2021. XXXX put me on a " trial '' modification for XXXX, XXXX, XX/XX/2021. I paid XXXX, XXXX, but mid XXXX I was exposed to a positive case of XXXX at my new place of work. I got tested and was positive within days I was ill and had to quarantine. It turned into pnemonia which extended my recovery. Because I am a brand new employee with no sick time accrued and the sick pay protections expired ..... I had no income at all and could not pay the full amount of my {$1400.00} last trial payment for XX/XX/2021. So I sent a check on XX/XX/XXXX for {$800.00} with a hardship letter stating I was going to pay the rest XX/XX/XXXX. I received no response. I called and was told to turn in a new Borrowers Assistance Application. I certified mailed it. On XX/XX/XXXX I received a letter of deafult and demand to pay 28k by XX/XX/XXXX. I reached out to HUD and applied for the CALIFORNIA MORTGAGE RELIEF grant. I am 100 % qualified and meet all the criteria. My application is stuck on hold because XXXX will not provide me with my current mortgage statement. They have been extremely unprofessional, unorganized and have told me I had nothing to worry about but when I call and speak to someone else they tell me no assistance for me is available and headed for foreclosure. Its been the most stressful situation in my life as a single mom. To make things more difficult XXXX has been purchased by Freedom Mortgage. The Cal Grant needs my information so they can apply the grant funds to my default past due amount. XXXX is refusing to provide that as well. I called Freedom Mortgage and they said they have no record of my loan whatsoever. I dont know what to do? There is a wonderful grant waiting to help me out but the red tape is blocking it from happening and the days are slipping by. Can someone please help me get to the bottom of this? I have a little boy I am responsible for and no family near by to help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2022-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX I contacted Freedom Mortgage after receiving notice from XXXX XXXX that my taxes had not been paid by my escrow as they had been for many years. I contacted Freedom to have them corrected this and a few days later a representative from the company called me and told me that they were taking care of this and that it would be corrected. A month later and the issue is still unresolved and the tax bill is unpaid. Freedom had sent a message in their online message system that counters the phone call from the representative that said everything had been corrected and taken care of, instead the online message has basically told me that I have to pay it and they're not taking responsibility for their error.
Company Response:
State: UT
Zip: 84040
Submitted Via: Web
Date Sent: 2022-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A